Our use of cookies 
VoIP features for business
The complete guide to VoIP features for your business
Just enter your business postcode…
- Compare the latest business VoIP deals
- Save thousands on your business phones
- Compare deals from our trusted providers
Understanding VoIP features for your business
With the upcoming Public Switched Telephone Network (PSTN) switch-off, VoIP is set to lead the future of business communications. Transitioning to VoIP allows businesses to streamline communication systems with advanced, flexible, and cost-effective features.
Our guide breaks down key VoIP features, from call routing to auto attendants, helping businesses decide what features are important to their businesses. We cover:
Core call management features for your businesses VoIP phone system
Our experts have explored the core features of VoIP for business that are included in most packages.
These core features are essential business phone line functions. We recommend checking that your these basic features are included within your chosen VoIP package.
Basic call routing
Essential call routing ensures incoming calls reach the correct individual or department, often based on a simple directory, menu selection or number dialled. This level of routing is vital for businesses handling customer calls and is generally included in most VoIP packages.
Call forwarding
Call forwarding in VoIP allows businesses to direct incoming calls to any number or device, making it easy for employees to stay connected. VoIP systems often offer conditional forwarding based on rules like time of day or recipient availability.
Caller ID
Caller ID displays the caller’s number, name, or business information, allowing users to see who’s calling before they pick up. This feature is excellent for managing calls, enabling users to identify important contacts and decide whether to prioritise or screen calls.
Voicemail and voicemail-to-email
Voicemail in VoIP allows users to retrieve missed calls as recorded messages. At the same time, voicemail-to-email forwards these messages to the user’s email as audio file transcriptions or both, based on user preference.
Auto attendant (virtual receptionist)
An auto attendant, also known as a virtual receptionist, greets callers and automatically routes them to the appropriate department or person, enhancing call management and minimising the need for a live receptionist.
Call waiting and call hold
Call waiting notifies users when a second call is coming in while they’re already on the line, allowing them to either accept the new call, place it on hold, or continue with the existing call.
Call hold lets users temporarily place a caller on hold while handling other tasks or responding to another call.
Conference calling
Conference calling allows multiple participants to join a single call, enabling team collaboration. VoIP conference calling often includes features like screen sharing and call recording, making sharing information easier and keeping records of discussions.
Do not disturb (DND)
Do not disturb (DND), which temporarily blocks incoming calls, sending them directly to voicemail. This feature is ideal for focused work, meetings, or after-hours. DND settings can be customised, allowing users to schedule specific times or permit calls from select contacts.
Advanced call handling features
Our VoIP experts have explored a range of advanced call-handling features designed to elevate business communications. These tools go beyond the basics found in standard packages, offering sophisticated options that enhance productivity, improve customer interactions, and streamline call management.
Call analytics and reporting
Call analytics and reporting in VoIP systems provide insights into call metrics like volume, duration, wait times, and response rates, helping businesses assess communication trends and performance. These tools support tracking KPIs and setting employee targets, allowing managers to monitor key performance metrics such as missed calls, handling times, and peak call periods
HD voice and video conferencing
HD voice and video conferencing in VoIP systems allows for high-quality, crystal-clear audio and video calls, making virtual meetings more personal and professional. With HD voice, users experience clear audio without distortion. HD video conferencing enhances virtual meetings by providing sharp, real-time visuals, which are ideal for client meetings or presentations.
CRM integration
A CRM VoIP integration connects your phone system with your CRM platform, displaying client details like call history and notes as soon as a call is received. This feature allows team members to instantly access customer data, log calls, and automate tasks like follow-ups within one platform. Team members can make calls quickly with features like click-to-dial directly from the CRM.
Advanced call routing
Advanced call routing in VoIP systems directs calls based on specific rules and conditions. Unlike basic routing, advanced call routing includes options like time-based routing (directing calls differently during business hours vs. after-hours), skill-based routing (routing calls to agents with relevant expertise), and priority-based routing (prioritising specific callers, like VIP clients).
Call recording and monitoring
Call recording and monitoring in VoIP systems allow businesses to record calls automatically or on demand, providing a valuable quality control, training, and compliance tool. Recorded calls are stored securely and can be accessed for later review, making it easier to assess team performance. Live call monitoring also enables managers to listen in on active calls, providing real-time feedback or intervention when needed.
Mobile softphone and app integration
Mobile softphone and app integration allow users to access their VoIP phone system directly from a mobile device or tablet. Using a softphone app, team members can make and receive business calls, access voicemails, and use messaging features. This integration ensures employees can stay connected with their business number while working remotely.
Call collaboration features
VoIP systems offer call collaboration features that allow teamwork and communication, especially for remote or distributed teams. Key collaboration tools include:
Conference calling
Conference calling allows multiple participants to join a single call, making it an essential feature for collaborative discussions, meetings, and presentations. This feature supports real-time communication across teams, clients, and partners, no matter their location.
Screen sharing
Screen sharing is a VoIP feature that allows users to display their screens to other participants in a call. It is excellent for remote presentations and training sessions. With screen sharing, users can present slides, demonstrate software, review documents, or walk through complex tasks in real-time.
Call transfer and group call
Call transfer and group calls are essential VoIP features. Call transfer allows users to redirect a caller to another team member or department, with options for a direct handover or an introduction (warm transfer) to ensure a smooth transition. Group calls, or multi-party calling, enable users to add additional participants to an ongoing call.
Real-time chat and messaging
VoIP systems’ real-time chat and messaging allow team members to communicate instantly, share quick updates, and coordinate tasks without interrupting calls. This feature is ideal for fast-paced environments
Call recording and playback
Call recording and playback in VoIP systems allow businesses to record calls automatically or on-demand, capturing important conversations for future reference. Recordings are stored securely and can be replayed, supporting quality control, training, and compliance requirements.
Enhanced communication tools
VoIP systems offer a range of enhanced communication tools that go beyond standard calling features, helping businesses streamline workflows and improve responsiveness.
We take a look at some of the enhanced communication tools below:
SMS integration
SMS integration in VoIP systems lets businesses send and receive texts through their VoIP platform using their business number. It’s ideal for appointment reminders, quick customer updates, or marketing campaigns.
Fax-to-email
Fax-to-email is a VoIP feature that receives incoming faxes as digital documents in your email, eliminating the need for a physical fax machine. It simplifies document management, making receiving, archiving, and accessing important files from any location easy.
Click-to-dial
VoIP’s click-to-dial feature allows users to initiate calls directly from CRM software, emails, or contact lists with a single click, saving time. It also adds a call log to your CRM showing when calls have been made to customers.
Call listening
Call listening allows supervisors to monitor ongoing calls in real-time, assess VoIP call quality, provide oversight, and support team members as needed. This feature is handy for training new employees and maintaining high-quality customer interactions.
Interactive voice response (IVR)
Interactive Voice Response (IVR) automates call routing by allowing callers to navigate menus using voice commands or keypad inputs. This tool directs customers to the correct department, minimising wait times and ensuring the customer speaks to the correct department or person.
Call queue management
Call queue management organises incoming calls during high-traffic times, placing callers in a queue with estimated wait times or holding music. It improves caller experience by reducing abandonment rates and ensuring customers know their place in line.
Security and privacy features for VoIP
To protect business communications and maintain data privacy, VoIP systems offer a range of robust security features. Here’s an overview of key tools that safeguard VoIP networks:
- End-to-end encryption: Encrypts call data to keep conversations confidential.
- SIP [Session initiation protocol) security: Secures call setup by authenticating signalling.
- TLS (Transport layer security): Encrypts VoIP signalling data to prevent eavesdropping.
- Multi-factor authentication (MFA): Adds identity verification to reduce unauthorised access.
- IP access list: Restricts network access to specified IP addresses only.
- Firewall integration: Shields the network from unauthorised access and cyber threats.
- Intrusion detection system (IDS): Monitors for suspicious network activity.
Remote work features
With remote work on the rise, VoIP systems provide essential features that keep teams connected, productive, and organised, no matter where they are. Below, we have highlighted some of the key benefits:
Mobile softphone and app integration
Allows employees to access VoIP on mobile devices, making and receiving calls from anywhere using their business number.
Call analytics and reporting
Provides insights into call metrics for remote workers, enabling managers to track productivity and performance.
Instant messaging and chat
Real-time messaging within the VoIP platform allows team members to communicate instantly without leaving the app.
Presence indicators
Shows user availability (online, busy, away), helping team members connect at the best times.
File sharing
Allows users to share documents and files during calls or chat.
Video conferencing
Enables remote teams to hold face-to-face meetings online with HD video quality.
Choosing the right VoIP features for your business
Selecting the right VoIP features ensures your communication system meets your business’s unique needs.
Each feature, from basic call forwarding to advanced analytics, serves specific functions that can streamline operations and improve customer service.
Understanding your business’s requirements helps you prioritise the most valuable features, avoid unnecessary costs, and ensure the VoIP system genuinely supports your goals.
By aligning VoIP features with your CRM, you can create a seamless, efficient communication structure that adapts as your business grows.