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Table of Contents

• What is VoIP Software?
• The benefits of VoIP Software
• Typical features of VoIP Software
• The cost of VoIP Software
• Considerations when purchasing VoIP Software
• Relevant VoIP Software trends

What is VoIP software?

Voice over Internet Protocol (VoIP) software, also called IP telephony software, allows users to make voice and data calls using the internet. It routes calls over the internet—rather than regular telephone lines—through devices such as desktops, smartphones, and tablets. It helps businesses improve communication and save money, as they have to pay only for internet access.

The benefits of VoIP software

VoIP software offers many benefits over traditional telephone systems. Here are a few of them:

• Lower costs: Traditional phone lines typically allow only one call at a time, which is charged on a per-minute basis. VoIP solutions, on the other hand, permit multiple calls at the same time using the internet connection businesses already pay for. Therefore, these solutions tend to cost only a fraction of what traditional phone solutions cost.
• Improved scalability: Increasing the number of business telephone lines is expensive. By contrast, adding a new user account to a VoIP software tool is more economical. The cost difference makes it easier to scale up operations, especially in call centers. Companies can quickly implement seasonal or permanent staffing adjustments for sales teams, customer service departments, and other units that frequently use telephone communication.
• Better mobility: Most VoIP solutions allow users to access services from anywhere, as long as an internet connection is available. This flexibility is great for business travelers, remote workers, drivers, technicians, and any other employees who spend most of their time away from their desks. Users can also install VoIP apps on their personal devices and get even greater control over their work calls.
• Unified communications: VoIP software offers an integrated platform for various types of communication, including voice calls, online chat, emails, and video teleconferencing. Businesses can even integrate VoIP communication into their customer relationship management (CRM) software to get a complete picture of multichannel customer interactions as well as auto populate their VoIP contact lists.

Typical features of VoIP software

VoIP software offers a wide range of features, including:

• Online voice transmission: Communicate through online voice calls in real time. The software converts audio signals into digital data for secure conversations and offers high sound quality over strong internet connections.
• Call conferencing: Set up conference calls with multiple participants. Simulate in-person meetings by allowing remote participants to communicate in real time.
• Alerts and notifications: Get push notifications and alerts about incoming calls, missed calls, voicemails, and other communication events.
• Call monitoring and recording: Listen to employees’ live conversations for training and performance assessment. Record conversations to review them later as part of the quality assurance process.
• Call screening and routing: Access caller ID information such as name and phone number to decide where to direct incoming calls. Send calls to a specific queue or agent based on predetermined criteria.
• SIP trunking: Provide VoIP capabilities to your existing business phone systems by connecting them to the internet through a session initiation protocol (SIP) trunking platform.
• Contact management: Store and search for contact information, such as names, phone numbers, email and physical addresses, and social media accounts. Integrate your VoIP software with the contact list of your CRM tool.

The cost of VoIP software

Most products in this market are priced on a per user, per month basis. Pricing can be divided into three tiers based on the starting prices:

Price ranges*:

• $1 - $16
• $16 - $20
• $20+

*The pricing included is for the entry-level/lowest-priced offering found on vendor websites on Oct. 12, 2020. These ranges correspond to the 25th, 75th, and 100th percentiles of pricing information gathered from vendor websites of sample products.

Considerations when purchasing VoIP software

Understanding the following considerations will help you choose a VoIP software solution that suits your business needs:

• Deployment options: You can deploy VoIP software in three ways: use SIP trunking-enabled VoIP software to make calls over the internet using your existing telephone systems, get rid of your traditional telephones altogether and use headphones on laptops or desktops to take calls, or install VoIP apps on your employees’ work or personal devices. Choose a deployment option that works best for your business.
• Software training and support assistance: Learning new software has a learning curve. Many employees have used the same business telephone system for decades, so introducing a new tool may require some adjustment. Ask vendors about the training resources available as well as any costs involved. Factoring in training and support considerations will help you choose a software solution that serves the needs of your employees.

Relevant VoIP software trends

• 5G technology will lead to faster internet connectivity. The emerging technology behind the fifth-generation (5G) mobile network holds lots of promise for faster, clearer audio and video communication. VoIP software adoption is expected to expand as 5G sets new standards for call quality and bandwidth maximization.
• Video is becoming an essential tool. With most companies adopting remote work, video conferencing has gained popularity as a way to keep remote employees connected with their coworkers. This increased demand has resulted in many audio-only VoIP platforms integrating video capabilities as well.
• Text integration is growing. VoIP platforms also offer text-based communication options such as automatic voicemail transcripts and real-time chat. With software vendors incorporating these features, VoIP systems are increasingly becoming single-platform solutions for most or all company communication needs.
• Security is paramount. Controlling who has access to your communication data is a matter of concern. Security features such as approved attendance lists, robust encryption, and intuitive video and screen sharing protocols help ensure your employees and their online communications are protected.