Staying connected: it’s one of the most important things a small- to medium-sized business can do to ensure ongoing success. The challenge often lies in determining the best tools to use to keep in touch with customers, colleagues, and collaborators. The marketing hype around various options can lead one to believe that no choice is a bad choice. But the needs of the business and the expectations of the customer base must be the priority, or efficiency and the customer experience could suffer.
Take Voice over IP (VoIP), for instance. It’s long been touted as the optimal choice when it comes to efficient voice communications in the digital era. It offers the opportunity to significantly lower the cost of communications, while also extending unification options and streamlining multiple channels into one. Beyond these promises, however, are a few challenges that could limit your ability to benefit from the implementation of a VoIP solution.
Internet-based could translate into security challenges. The fact that VoIP is available over the public internet is one of the reasons it’s so cost effective. This, however, makes it vulnerable to the same security threats as the rest of your network.
Outages are actually more common with VoIP than traditional voice services.We’ve all experienced buffering on a video or a power outage that makes everything go down, even just for a second. These same interruptions will affect the performance of your voice communications. You likely have redundancies in place for power outages, but an interruption to your internet connection is not always within your control.
Clear communications are not always guaranteed. The design of VoIP is what can ultimately create a low quality experience. The call operates like any other internet traffic where it is broken down into packets. These individual packets are delivered to the receiving router and then reassembled before they are sent through the telephone. Packets could be dropped during high volumes of Internet traffic or basic service disruptions. When this happens, quality calls are difficult to achieve.
VoIP providers may limit options when leveraging third-party files. If you’re accustomed to on-hold messages or other third-party integration into the customer calling experience, you may be limited to what you can put on the VoIP network. When this is an important tool in your communications and marketing arsenal, losing the ability to promote through this medium may not be worth the benefits VoIP has to offer.
Even with these challenges, VoIP can be a viable opportunity to reduce your cost of communications and significantly streamline collaboration. The key is to understand what you may have to risk or give up and if the trade-off makes sense for your business initiatives and your brand.
To help you make the best and most informed decision, contact our experts at Cory Communications. We make it our priority to better understand the business communications challenges our customers face before making a recommendation on solutions. Contact us today to make the best decisions for tomorrow.