VoIP stands for Voice over Internet Protocol. VoIP allows the making and receiving of phone calls using the internet, rather than via a traditional fixed phone line. It gives an organisation a professional landline number without the cost and inflexibility of a traditional phone system.
The practical result is a fixed local phone number, such as a Melbourne 03 number, that rings through to an app on a mobile or desktop. To a caller, it looks and sounds like a standard landline, and it can be answered from anywhere.
Why organisations use VoIP
Traditional landlines are becoming less common, particularly for sole traders and home-based businesses. The main reasons for switching are:
- Cost. VoIP plans are typically much cheaper than traditional landline contracts, with no line rental and low call rates.
- Flexibility. The number follows the person, with no tie to a physical location or desk.
- Control over hours. Inbound calls can be configured to ring through to a mobile during business hours and automatically divert to a recorded voicemail message after hours, at no extra cost.
- Professionalism. A local fixed number looks more established than a mobile number on a business card or website.
- Portability. If the organisation moves premises, the number moves too.
What to consider before switching
- VoIP relies on a stable internet connection, and call quality follows the quality of the connection. For most Australian organisations on a standard NBN connection and with mobile 4G or 5G, this is not a problem.
- For some international callers, or callers who are also using a VoIP system, there may be a slight delay during the call which some people find distracting. (On the plus side, it makes it pretty easy to detect a spammer in the first few seconds).
- If there is an existing phone number which an organisation wants to keep, some VoIP providers support number porting, which means the current landline number can be kept when switching.
How we help
We use VoIP for our own inbound numbers, which lets us better manage inbound callers in a cost-effective way. Setting up VoIP for clients is part of a broader Digital Setup engagement. We recommend a suitable provider, set up the service, configure the app on the team’s devices and check that calls are routing correctly before handover.
