A few years ago, an internet-based phone system sounded like the right solution for companies wanting feature-rich telecommunications. But as many soon discovered, VoIP can be a letdown. To be more precise, VoIP providers who don't deliver on their promises are a letdown. We talked with Risher Robertson, an IT expert with over 10 years of experience, to better understand the problems businesses with bad VoIP providers face.
Here's what he had to say:
Partnership
are left managing the VoIP software.
What you should expect: “When you need to make a change in call flow or experience a VoIP outage, you are responsible for calling and working through the problem with the third-party software company,” says Risher. “Many business leaders may not realize it — mostly because VoIP resellers don't tell them - but what they're really looking for is a hosted VoIP provider that fully manages their voice network and software. That means no more dealing with third-party software company.”
Expertise matters
Leaders of growing businesses are often tempted to partner with smaller VoIP providers because their cost can be lower and they claim a more personal, one-on-one relationship. Unfortunately, though, some smaller companies lack expertise and the ability to customize a VoIP solution to fit your business” needs.
What you should expect: “A hosted VoIP provider should have dozens of in-house, highly trained and experienced engineers who can quickly problem-solve and create customized solution for your specific business” needs,” says Risher. “When a one- or two-man team needs to develop a solution or solve a problem, they are limited to their combined knowledge.” Smaller or low-cost providers are also often unable to provide a scalable solution as the business grows.
Find the right provider
When it's clear that a VoIP provider isn't delivering on your expectations and meeting your business needs, it's time to look for a better VoIP partner. We have two resources to help you do that:
- 4 Criteria for Choosing a VoIP Provider. This guide explains what you can expect from the right VoIP provider — from a customized VoIP solution, personal training of your employees, to personalized communication strategies in case of emergencies.
- Comparison Checklist.There are 10 key components needed for VoIP success. Use this thorough checklist to help you compare how multiple VoIP companies stack up.
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