VoIP communication tool: 10 must-have features to look for

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Voice over Internet Protocol (VoIP) has dramatically surged in growth, especially in business and workplace communication. The need for affordable, efficient, and scalable communication drives this growth.

The rise in remote work has also made traditional phone systems obsolete, expensive, and rigid. G2 reports suggest that 24% of software buyers still have POTS (plain old telephone service), compared to 36% who invested in VoIP.

The latter uses existing internet infrastructure and secure collaboration tools to transmit verbal data, eliminating the need for dedicated lines. It also enhances communication flexibility and provides unparalleled efficiency.

However, choosing the right VoIP tool requires a crucial analysis of essential features. In this blog post, we’ll discuss some must-haves in such platforms to help your company optimize communication strategies.

10 must-have features in a VoIP communication tool

Currently, there are several VoIP collaboration platforms from which you can choose. Take a look at the important features you should look for:

1. HD audio quality

Did you know that VoIP can enhance call quality by 40%? It uses wideband audio codecs, helping to capture broader frequency ranges. This way, the sound quality mimics in-person conversations.

HD audio quality features will:

Ensure crystal-clear voice communication, enhancing user experience.
Have fewer call drops, leading to productive discussions.
Reduce the need for repetition during calls, improving engagement.

2. Desktop and mobile compatibility

In the B2B eCommerce, 16% of traffic comes from mobile devices and 83% from desktops. There’s also a 50% chance that you’re reading this blog on your phone.

Ideally, the most secure messaging apps and the modern VoIP communication tools allow both mobile and desktop compatibility. Look at how this feature helps your company:

Allows employees to connect seamlessly with each other, shareholders, and clients from any device (smartphone, tablet, laptop, or computer).
Team members can stay in touch regardless of location, leading to better collaboration, responsiveness, support, and productivity.

3. Scalable plans

Gartner reports that software products have become transparent about their pricing data, something that was unavailable a few years ago. When choosing VoIP software, remember to gather and compare pricing data to align with your business objectives and budget.

Usually, these come with scalable pricing plans that adapt to your company’s needs. For example, startups can upgrade service plans to accommodate their growing business. You’ll also get additional features, increased call volumes, and more.

4. Advanced call routing

This enhances VoIP communication by automatically transferring calls based on team availability and user preferences. For instance, enterprise communication tools like Rocket.Chat offer diverse queue types that come with unique routing algorithms.

This efficiently manages and distributes incoming omnichannel conversations. It also ensures the following:

Incoming calls get directed to the appropriate team members.
Reduce wait times and improve customer satisfaction.
Streamline call management for efficiency and responsiveness.

5. Call recording and analytics

This VoIP communication tool feature allows businesses to keep track of performance, customer preferences, and pain points. Such a detailed reporting format helps you identify opportunities for improvement without needing more meetings.

With this functionality in a team chat app, companies can:

Review calls and enhance interactions.
Ensure quality assurance.
Train new employees.
Evaluate performance.
Gain valuable insight for service delivery.

6. Role-based access control

The role-based access control market is expected to have a 12.2% CAGR between 2022 and 2027, reaching USD 15.5 billion from USD 8.7 billion. This is a VoIP feature that helps secure sensitive operational data by limiting or restricting user access based on specific roles in your organization.

It ensures the following:

Employees can only access information and relevant functions based on their job responsibilities.
Eliminates unauthorized access, protecting confidential client and internal data for better compliance and security.
Streamlines workflows by giving users clear permissions that align with their organizational roles, leading to better collaboration.

7. Instant notifications and alerts

Workplace team communication will only be successful if employees are on the same page and they stay informed about urgent updates in real time. You should choose a VoIP communication tool that ensures the following:

Instant system alerts for new messages and missed calls.
Prompt communication between team members through in-app alerts.
Immediate awareness for swift response to important customer developments

All these enhance the decision-making process and collaboration in any fast-paced industry.

8. Voicemail to email transcription

According to IBM, speech-to-text is a way to convert spoken words into a text transcript. Based on the same principle, there should be a voicemail-to-email transcription function on VoIP communication tools.

This simplifies message retrieval in the following ways:

Converting voicemail to written texts
Sending the messages directly to the user’s email inbox
Simplifies message retrieval with transcription

With this, your employees can prioritize important messages and quickly read them without having to go through voicemails.

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9. Secure data protection

Most secure collaboration tools, like Rocket.Chat, come with end-to-end compliance and encryption for data protection. These VoIP communication tools comply with GDPR, FINRA, HIPAA, BITV 2.0, WCAG, ISO 27001, and FedRAMP.

With this security measure, your organization can protect sensitive voice communications from unauthorized access. The robust encryption protocols also safeguard against data breaches, building trust with clients and employees.

10. Third-party integrations

Industry leaders state that SaaS integrations help connect one application to another system for seamless collaboration. In a VoIP communication tool, third-party integration features are crucial.

That way, you can connect the app with popular tools like CRMs, Microsoft Teams, Slack, and more. These integrations can:

Streamline team collaboration and workflows.
Allow users to manage communications within preferred platforms.
Reduce the need for constant switching of apps.

This data synchronization across platforms helps businesses enhance customer interaction and team productivity. For instance, the integration of VoIP with a CRM system allows automatic call logging, access to client data, and more.

5 core benefits of VoIP communication

The global VoIP services market had an estimated value of USD 158.72 billion in 2024. By 2031, it might even reach USD 361.53 billion, growing at a 12.5% CAGR.

Take a look at the benefits that partly led to this growth:

Cost savings

VoIP minimizes traditional phone service expenses by leveraging the internet for calls. Enterprises can save between 50% and 75% on overall phone costs. You can also benefit from lower international call and long-distance rates, along with no maintenance requirements.

Scalability

These communication tools are scalable as they allow growing businesses to add new users and features without needing hardware upgrades. For instance, Rocket.Chat 7.0 will bring integrated VoIP, an extended Starter plan, and enhanced AI functions, helping your business scale.

Flexibility for remote work

Such apps support seamless and flexible communication across locations and devices, helping teams collaborate during remote work. Employees can access VoIP communication tools from smartphones, computers, and tablets, ensuring your company keeps running smoothly.

Integration capabilities

A VoIP communication tool can easily integrate with collaboration software and CRMs to streamline operational workflow. This allows your team to manage communication within preferred apps, enhancing efficiency by reducing app switching.

Advanced features

For a secure team chat, businesses will need VoIP tools equipped with advanced features. Examples include call routing, analytics, voicemail-to-email transcription, and more. These enhance collaboration efficiency by showing valuable insights into call performance, leading to better service delivery and call management.

Why does Rocket.Chat’s VoIP integration stands out?

If you’re looking for highly functional and feature-rich software with VoIP capabilities, then Rocket.Chat would be a safe bet. Here’s why:

Enhanced communication flexibility

The VoIP integration on Rocket.Chat supports seamless remote communication with multi-channel accessibility. It allows teams to engage in messaging, video conferencing, and voice calls on a single tool.

Advanced security protocols

This platform prioritizes security and protects your company’s data integrity and privacy through:

Multi-factor authentication
End-to-end encryption
Compliance with global data security standards

Advanced security protocols in Rocket.Chat’s VoIP integration help protect sensitive communication from being abused.

Customizable for business needs

Rocket.Chat works on an open-source architecture that enables businesses to tailor their VoIP solutions. That way, you can meet your business requirements. Companies can also adapt the platform to specific processes and workflows, ensuring this tool aligns with all operational requirements.

Scalable for growing teams

This open-source collaboration software has easily scalable VoIP features that allow you to add new users and functionalities as your business operations grow. Using Rocket.Chat ensures cost-effectiveness as it accommodates expanding teams without needing to change infrastructure.

Unified platform

Rocket.Chat also combines VoIP capabilities with team collaboration and secure messaging tools. This way, you’ll get a comprehensive communication solution that ensures you won’t need multiple applications. It becomes a unified platform to streamline collaboration needs, enhance productivity, and allow interactions.

Final note

VoIP has indeed revolutionized business communication by using internet technology. It offers flexibility, supports remote teams, reduces costs associated with POTS, and has advanced features. Businesses can allocate resources effectively, especially remotely, enabling better communication across devices and locations.

However, you must choose the right VoIP tool to ensure smooth operations, compliance with modern regulations, and optimal scalability to meet business demands.

A well-integrated VoIP communication tool like Rocket.Chat can adapt to your growing business, providing productivity and collaboration. Its VoIP integration can elevate your business’s communication strategy through advanced security, customization options, and scalability.

Reach out today!