Ensuring Reliability: Key Features of Enterprise Voice

There are multiple ways for IT decision-makers to modernize their communication infrastructure. Companies determined to manage their communication needs in-house, however, inevitably discover that developing, implementing, and maintaining a system capable of overcoming the challenges of working with disparate analog and digital technologies is cost-prohibitive.

Organizations that recognize the importance of choosing cost-effective alternatives invest in modern enterprise voice solutions. These solutions are capable of providing the stability, security, and reliability needed for optimal efficiency and productivity. 

A flexible enterprise voice platform offers exceptional call quality, an impressive list of features not available with legacy service, and core elements that ensure seamless integration with AI-enhanced technologies that are transforming communication capabilities.

Key Features: How Enterprise Voice Supports Seamless Communication

By definition, all that’s required to be considered part of an enterprise voice solution is the ability to transmit voice signals between two or more points. Today’s enterprise voice technology builds on the capabilities of the legacy technology that has dominated business communication for decades. Modern solutions, integrating enterprise voice, have a vastly more comprehensive range of communication and collaboration tools that support seamless communication.

For example, Microsoft Teams provide comprehensive communications solutions through services like Teams Phone, catering to both small businesses and enterprise users.

Instead of making and receiving business calls over aging cables and wires, organizations are investing in solutions that rely on session initiation protocol (SIP) to convert analog voice signals to digital packets. Those digital packets can transmit any combination of voice and data over the internet but require minimal physical infrastructure.

The fact that a modern enterprise voice service, including a cloud-based phone system, doesn’t require additional physical infrastructure brings an impressive number of advantages into the equation—features and add-on services designed to support and enhance communication efficiency and workplace productivity.

Auto Attendants

Also known as virtual receptionists, auto attendant prompts are often used to ensure incoming calls are directed to the right person or department as determined by the caller’s responses to a series of questions or options. The technology allows for routing a vast number of simultaneous calls for multiple users in multiple languages—a perk that reduces wait times and can improve consumer satisfaction scores. Routing options can be revised as needed to accommodate off-hours and holidays.

Call Queues

Call centers typically use call queue features like virtual waiting rooms to manage incoming communication. In business, cloud-hosted call queues can be configured to calculate and announce estimated wait times and quickly match callers to the representatives best qualified to manage specific issues. Account administrators can record personalized greetings, select the genre of music their callers hear while waiting for assistance, and specify their preferred method of directing overflow. Audio conferencing is also available as an additional feature to enhance communication capabilities.

Call Recording and Audio Conferencing

Most often used for compliance verification and training purposes, voice recording capabilities can be integrated into multiple applications and configured to capture audio, video, and screen-sharing activity for immediate review or future reference.

When used in combination with transcription software, voice recording add-ons make meetings more inclusive for participants who may be deaf or hard of hearing and people working in locations with a lot of background noise. In addition, it produces a written copy of interactions for easy reference and searchability. Ongoing support can ensure these call recording features are effectively utilized and any challenges are promptly addressed.

Number Management in Cloud Based Phone Systems

A robust enterprise voice platform includes number management capabilities that consolidate phone numbers into an intuitive, user-friendly interface accessible by all authorized personnel company-wide, making it scalable for both small businesses and enterprise users.

With all numbers in one place, subscribers gain the advantages of centralized visibility, data consolidation, and multiple filter-down options for optimal efficiency. Modern enterprise voice solutions eliminate the need for manual input through automated synchronization that makes it easy to upload data from other services.

Call Quality Data Analytics

Having a comprehensive call quality dashboard provides considerable transparency. Communication session failures, should they occur, are identified by media type, drop rate, setup configurations, and other details that provide an overview of the cause of any disruptions.

System administrators, department managers, and IT agents can also access detailed reports of monthly trends and a summary of audio quality checks and system performance evaluations. Additionally, integrating Microsoft Teams Voice allows for advanced call quality data analytics, enhancing the overall communication efficiency.

Hardware Compatibility

Enterprise voice platforms are designed to be accommodating and flexible. Most organizations can continue to use their legacy business phone systems. Older models that aren’t compatible (most are) are easily converted with inexpensive adaptors. Leading enterprise voice providers can also assist with integrating traditional and VoIP phone lines, door entry systems, fax machines, elevator phones, and other analog technologies through a single connected service.

Microsoft Teams Application Integration

Organizations nationwide (and globally) are taking full advantage of the convergence of their digital and analog voice solutions by integrating voice into an impressive range of business applications.

Modern enterprise voice solutions can integrate with the CRM platform Microsoft Dynamic 365, the video communication and collaboration platform Microsoft Teams, or popular collaboration platforms like Webex. Leading providers can also integrate public switched telephone network (PSTN) calling capabilities into various communication platforms for connectivity to 50 countries. Additionally, these solutions offer international calling options, expanding the global capabilities of organizations in managing their communication needs.

Contact Centers

Call center services give business owners the advantage of having customer service representatives and receptionists without the additional expense of creating space or hiring qualified personnel.

Enterprise voice platforms offer pre-configured contact center networks as an add-on service with a choice of multiple contact center solutions that integrate seamlessly with other platforms. Having connections already in place reduces the complexity of service setup.

For organizations that don’t require a full-fledged contact center solution, Microsoft’s Queues App for Teams Phone provides a valuable “Contact Center lite” option. This app allows supervisors to manage call queues and auto attendants directly within Teams, offering real-time statistics on waiting calls, response times, and service levels. 

With features like agent management and expanded reporting options, the Queues App delivers essential call center functionality for businesses that need more than basic calling but don’t require advanced routing or comprehensive analytics. This integration is particularly cost-effective for companies already using Microsoft Teams Phone, requiring only a Teams Premium license to access these enhanced capabilities.

Tailored Solutions: How Enterprise Voice Supports Current and Future Business Needs

Enterprise voice solutions enable true omnichannel communication through flexible, scalable architectures that adapt to any organization’s needs. In contrast, business voice options provide essential telephony features suitable for small to medium-sized organizations but may not meet the growing demands of larger organizations as effectively as enterprise voice systems. Rather than forcing standardized packages, the technology provides customizable components that can be precisely configured to support specific communication requirements and technical objectives.

Enterprise voice platforms offer dynamic scaling of both users and services through intuitive management interfaces, eliminating unnecessary costs while maintaining service quality. The technology’s built-in sustainability features ensure consistent call quality, network stability, and service reliability through automated resource optimization and proactive system maintenance.

Comprehensive Network Assessments

Enterprise voice service providers conduct a comprehensive evaluation of their client’s current communication capabilities to identify any bottlenecks, latencies, or vulnerabilities. The actionable insights gained by a data-driven assessment help set the foundation for optimal performance and seamless service integrations. Business clients can count on expert recommendations for scalable solutions and suggestions for further enhancements based on growth projections and anticipated expansions.

Multiple Connectivity Solutions

Decision-makers for multi-site organizations may not have the option of choosing a single voice solution across their entire network. Many need service on a network that’s flexible enough to handle multiple regulatory standards and communication protocols. 

Modern enterprise voice solutions accommodate each client’s unique needs with public and private wide area networks (WAN), multiprotocol label switching (MPLS), wireless global broadband, and more.

Around-the-Clock Network Monitoring

The best enterprise voice platforms leverage cutting-edge automation to monitor their networks in real time, every hour of every day. Their services ensure optimal system security for business subscribers by deploying advanced technology to identify and deter suspicious activity and cybersecurity threats. In addition to automated monitoring, a team of certified IT professionals works behind the scenes to resolve any issues before they cause service interruptions.  

Bandwidth Optimization Technology

As the bandwidth needed to transmit data increases, a business network could experience reduced call quality or slow data transmissions. Enterprise voice solutions overcome those challenges by offering software-defined wide area network (SD-WAN) technology. 

The software helps ensure optimal broadband performance by prioritizing calls across all relevant connections. If latency is detected on one circuit, transmissions are routed to another.

Global Network Coverage

Organizations selling or working towards selling products and services to international clients navigate an abundance of complex challenges. The best enterprise voice service providers champion a host of innovations that ensure superior call quality and network security with centralized and decentralized solutions. 

Features should include full PSTN replacement in multiple countries, IP-based services offering global voice coverage, service scalability, toll-free and national numbers, and simplified invoice management.

Integration with Emerging Technologies  

Organizations investing in top-tier enterprise voice services have the support of industry professionals who are leading the charge on emerging technologies. Take the impressive capabilities of AI-enhanced chatbots, auto attendants, and algorithms predicting network issues and optimizing voice traffic, for example. As software-defined networking expands, AI functionality will continue to be integrated into multiple infrastructure components, such as firewalls, routers, and more.

The Future of Enterprise Voice Communications

Enterprise voice platforms deliver reliable, secure, and cost-effective communication solutions that transcend the limitations of legacy phone systems. The technology combines essential voice features with advanced collaboration tools, creating a future-ready foundation that seamlessly integrates with emerging technologies. 

Through its scalable architecture and cloud-based infrastructure, enterprise voice ensures organizations can adapt and evolve their communications as technology advances, while maintaining the highest levels of security and service quality. Supported by a strong foundation, companies investing in enterprise voice solutions can confidently embrace the advanced technologies driving business success in the digital age. 

Pure IP Enterprise Voice service streamlines communication by integrating voice, data, and third-party applications into a single network monitored and managed by a single provider. Contact us to find out how we can help support your communication needs and network infrastructure.