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Last updated on 2024年6月26日

What are the top VoIP phone systems with advanced call routing capabilities?

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Voice over Internet Protocol (VoIP) is revolutionizing the way businesses communicate. Unlike traditional phone systems, VoIP uses the internet to make calls, offering a plethora of advanced features that can enhance your business communications. One such feature is advanced call routing, which intelligently directs incoming calls to the right person or department, ensuring a smoother and more professional experience for both your team and your callers. In this article, you'll discover some of the top VoIP phone systems that boast these sophisticated call routing capabilities, which can help streamline your operations and improve customer satisfaction.

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1 Advanced Routing

Advanced call routing in VoIP systems is not just about transferring calls. It encompasses a variety of features such as time-based routing, skill-based routing, and interactive voice response (IVR) systems. Time-based routing ensures calls are directed according to the time of day, which is perfect for businesses operating in multiple time zones or with specific business hours. Skill-based routing sends calls to the team member best equipped to handle the inquiry, improving first-call resolution rates. IVR systems guide callers through a menu to choose the appropriate department or information, reducing the need for a receptionist and speeding up the call handling process.

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Fernando Mendes

Gest?o Comercial l Gest?o de contas sr l Desenvolvimento de negócios l Key Account Manager
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Aqui no Brasil uso e recomendo a iungo.cloud. Uma operador homologada pelo órg?o governamental fiscalizador, Anatel. Utilizado por grandes empresas de vários segmentos no território e finalizando o desenvolvimento dos ramais integrados com Whatsapp e Vídeo conferência. Voz, Vídeo e whatsapp em um único lugar e com GPT transcrevendo vídeo e voz para facilitar a gest?o.

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Muhammad Awan

Senior Executive Bridgepointe, IT infrastructure Projects
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I prefer more Microsoft Teams calling now as it can do multiple things for an organization and can be used on top of their already established voip system

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2 Customization Options

The beauty of VoIP systems lies in their customization capabilities. You can tailor your call routing protocols to fit your unique business needs. For instance, you can set up VIP lists so that calls from certain numbers get priority treatment or are directed to specific individuals. You can also configure failovers for when lines are busy or if no one is available to take a call, ensuring that you never miss an important contact. Customization also extends to the creation of complex call flows that incorporate various routing rules based on caller input, time of day, and more.

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3 Integration Features

Integration with other business tools is a key advantage of top-tier VoIP systems. Many systems can seamlessly connect with customer relationship management (CRM) software, ensuring that caller information is automatically displayed to the person taking the call. This integration can significantly enhance customer service by providing the team with relevant caller history and data. Additionally, integration with email, chat, and productivity tools means that all communications can be centralized, streamlining workflows and improving collaboration within your team.

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4 Scalability Benefits

As your business grows, your VoIP system's call routing capabilities can scale with you. This scalability means that adding new users, departments, or even locations can be done with ease, without the need for extensive infrastructure changes. The flexibility to scale up or down as needed allows you to manage costs effectively while maintaining high-quality communication standards. This aspect is particularly beneficial for businesses that experience seasonal fluctuations in call volume or those that are in a growth phase.

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Francine Troumpoucis

Channel Account Manager | Channel Development | Partner Management | Modern Work | UCaaS | CCaaS | SaaS | Consulting | Practice Management
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In Teams for example, users are added through the tenant and configured from there. The beauty of Teams Phone allows a customer to share minutes reducing the cost of minutes used per user. During seasonal growth phases, you can adjust users per those call growth spurts so callers aren’t waiting forever in queue and adjust accordingly. Again with shared minutes, the transition should be seamless.

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5 Mobility Advantages

In today's mobile-centric world, VoIP systems offer significant advantages by supporting a mobile workforce. Advanced call routing capabilities extend to smartphones and tablets through mobile apps, allowing employees to remain connected and responsive no matter where they are. This mobility ensures that calls can be routed to available team members outside of the office, which is invaluable for remote teams or businesses with staff frequently on the move.

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Francine Troumpoucis

Channel Account Manager | Channel Development | Partner Management | Modern Work | UCaaS | CCaaS | SaaS | Consulting | Practice Management
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This has been a feature of Microsoft UC for sometime. The benefit to this today is that many young field works can use their smartphone to log in over WiFi or LTE and be able to do their jobs in the field as if they were in the office. If anyone has a 20 something year old child, they know they don’t like to talk on the phone and being able to take advantage of the collaboration efforts over the Teams app is priceless. Many First Line Workers are over looked and this form of communication is perfect for that!

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6 Reliability Considerations

While VoIP systems offer a host of advanced features, reliability remains a critical consideration. The top systems ensure high uptime and quality of service (QoS) to prevent dropped calls and maintain clear voice quality. Redundancy features and failover options are also important to consider, as they ensure that call routing is not interrupted by power outages or internet connectivity issues. These reliability measures are essential for maintaining professionalism and uninterrupted service to your clients.

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Francine Troumpoucis

Channel Account Manager | Channel Development | Partner Management | Modern Work | UCaaS | CCaaS | SaaS | Consulting | Practice Management
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Teams Phone provides all of the above. With data centers all over the world and being able to offer DR automatically, including reports, sharing minutes and manning your network, it provides some of the best cloud Voice solutions out there today. Also is #1 in the Gartner Quadrant UCaaS report for multiple times in a row.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Natalia Viana

Gerente Comercial | Gerente de Contas Sr. | Key Account | Gerente de Demanda | Gerente Regional | Executivo de Contas | Comercial | Gest?o de Equipe | Desenvolvendo Talentos | Lideran?a | Planejamento de Vendas | B2B
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Como gerente comercial da iungo empresa de solu??o de PABX virtual e telefonia IP, destaco a importancia do roteamento avan?ado em sistemas VoIP. Além de transferências, inclui roteamento baseado em tempo, habilidades e URA. Esses recursos aprimoram a eficiência e a personaliza??o no atendimento ao cliente.

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What are the top VoIP phone systems with advanced call routing capabilities?

1

2

3

4

5

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1 Advanced Routing

2 Customization Options

3 Integration Features

4 Scalability Benefits

5 Mobility Advantages

6 Reliability Considerations

7 Here’s what else to consider

Business Communications

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What are the top VoIP phone systems with advanced call routing capabilities?

1

2

3

4

5

6

7

1 Advanced Routing

2 Customization Options

3 Integration Features

4 Scalability Benefits

5 Mobility Advantages

6 Reliability Considerations

7 Here’s what else to consider

Business Communications

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感谢您的反馈

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