In a nutshell, VoIP technology allows you to make calls using the Internet without requiring a traditional phone line or system. For businesses of all sizes and in any industry, the cost savings from using VoIP have been well documented and in my experience continued industry uptake is strong.

Along with potential cost savings, VoIP offers incredible flexibility, convenience and tools that match the needs of small and large organisations alike.

Cost effectiveness

VoIP offers businesses excellent cost-saving opportunities, as they can be much more cost effective than conventional phone systems, especially if you make many international calls and use your phone system to collaborate across large geographical distances.

Along with lower ongoing overheads, VoIP systems are cheap to set up. They can be established with minimal equipment and hardware, requiring just an internet system and a headset.

Mobility and portability

VoIP systems can connect to anywhere in the world. As long as you have access to a broadband internet connection, you can log into your VoIP account to make and receive voice and video calls. This translates to accessibility and convenience for mobile staff members, as well as low-cost calls for clients, colleagues and partners.

Additional features and customisation opportunities

One of the key benefits of using VoIP systems is they allow you to access more features than standard landlines. For example, you can use your VoIP phone line to conduct videoconferences and to collaborate with multiple callers. Along with these collaboration tools, VoIP systems offer business communication features such as call waiting, call blocking, caller ID, and auto attendant.

Some VoIP systems include voice-to-text features, so you can receive email or text transcripts of voice messages. The voice-to-text tool can be invaluable when someone’s providing contact details, saving you from having to hurriedly write things down. Many VoIP systems will also support instant messaging, file and image transfers, find me/call me call routing, and call screening.

Data and app integration

Businesses with VoIP systems can integrate their VoIP platform with other apps and databases used within the organisation. For example, integrating contact databases with your VoIP system lets staff members click to call, which can be a significant time and labour saver if you’re making a large number of calls.

Data integration features can allow managers to monitor, review and access calls in real time for training and coaching purposes. You can view call volumes, duration, and other call details by user or team, as well as access any other call information to help improve your customer service standards. Additionally, you will usually be able to check how much bandwidth is being used for calls over time, and detailed call reports enable you to check call histories and better manage costs.

Integrating your VoIp with your CRM, for example, could let staff members automatically access contact details and customer history by associating the caller’s phone number with the information in your CRM. The sales and customer service opportunities using this type of integration are numerous, which is another reason why VoIP is so favoured by businesses.

Call management

VoIP systems typically come with a user control interface, which allows administrators and staff members to change features and customise options to suit their specific requirements. You can use the user control interface to change call forwarding numbers, speed dial settings, music-on-hold options, call blocking, and any number of other customisable features.


Scalability is often touted as one of the main reasons why businesses should be using VoIP. For growing businesses, estimating telephony requirements for the coming six months or year can be a headache. Luckily, unlike traditional phone systems, VoIP systems make it easy to add extra lines at very little cost. At the same time, if you find your telephony system needs scaling down, you can remove extra lines or users with the same level of ease.

Minimal maintenance and set-up

VoIP systems require little ongoing maintenance and are easy to set up. Often all you need to do is simply install the app or phone client to start making calls. For more complex systems (such as those with call management tools and app integration), your VoIP provider might need to do some onsite set up, but ongoing maintenance requirements is usually minimal.