Ways Business VoIP Integrates with Other Business Technology Tools

Organizations like yours are moving to leading-edge, internet phone systems. But, those organizations aren’t just looking for simple telephone functionality. Today’s VoIP business telephone systems earn their place in the world of business productivity and communications tools because of their ability to integrate flawlessly with the other assets in your IT environment. By sharing data between their VoIP phone system and other essential platforms such as their CMS, Analytics, Operations, Sales Cycle, Archiving, and more, an organization is able to function and a higher level. Synchronizing data across diverse platforms eliminates tedious manual entry, saves time, and helps prevent mistakes resulting from outdated or missing information.

What is Business VoIP?

For those that are unfamiliar with VoIP systems, let’s take a moment to explain the difference between internet-based business telephone systems and traditional, landline systems. VoIP stands for Voice over Internet Protocol. Instead of sending voice and data over the copper lines of the traditional phone system, VoIP systems send packets of data (voice, data, video) over fiber optic cabling at the speed of light. Because VoIP systems work on more modern infrastructure, they can utilize a higher amount of data, resulting in the ability to provide the business owner with many more features, such as voicemail to email and video calling. This is the value of VoIP. In a business VoIP setup, a company can use computers, cell phones, tablets as phones in addition to their desk phones, keeping the same professional phone experience throughout. The entire system is controlled through an online control panel, making it easy to provision new users/lines or to delete users/lines when they are no longer needed. Business VoIP is popular because the systems require very little up-front infrastructure investment, the service is paid in a monthly subscription payment, and integrations with other business tools are available.

The Two Main Categories of Business VoIP Integrations

VoIP integrations generally fall into one of two business “buckets.”

1.      Integrations that Improve Employee Productivity

• Reduce workflow timeframes
• Streamline processes
• Drive efficiencies

2.      Integrations that Enhance the Call Experience for Customers

• Automate the sales processes
• Collect and utilize customer data in ways that help them
• Provide for the categorization and visualization of customer data for phone attendants to provide better service

VoIP Integrations You May Be Interested in Utilizing in Your Operations

• CRM Integrations
• Click-to-Dial Integrations
• Call Storage Integrations
• Text Messaging and Fax Integrations
• Reporting and Analytics Integrations
• Contact Database Integrations
• Paging System Integrations
• Sales Cycle Integrations

Some of the Business Tools that Are Most Commonly Integrated with VoIP Systems

• ZenDesk
• Salesforce
• Google G Suite
• Box
• OKTA
• Microsoft Teams
• Microsoft Office 365
• Amazon
• Zendesk
• Servicenow
• Zoho
• Oracle
• Microsoft Dynamics 365

How Are VoIP Integrations Implemented?

As we have already noted, depending on what VoIP provider you choose (8X8, RingCentral, Vonage, Jive, Intermedia, etc.) there are dozens of built-in integrations. The integrations that come standard with most VoIP systems are in relation to the most popular CRM platforms, data storage solutions, and productivity suites. It’s important to note that depending on the VoIP provider, the integration that you need may come free with the package, be in the next package tier, or be paid for separately as an add-on. No matter the payment structure of the integrations, the setup is often the hardest hurdle because it is the most technically complex. In general, VoIP integration implementations fall into three categories.

Do-It-Yourself Integrations

These are the simplest of integrations. They come standard with your VoIP subscription and have been built and tested to the point that it takes very little effort or technical knowledge to connect the VoIP solution to the desired business tool. This is usually accomplished through a “wizard” interface that walks you through the steps.

API (Application Programming Interface) Integrations

API integrations are slightly more complex. In this case, there is no “plug and play” option that comes with the VoIP system. Instead, an API (basically a string of code) is used to make the bridge between the VoIP system and the target business technology platform. However, APIs don’t always require a knowledge of coding. Most of the common API integrations have been paired with user-friendly interfaces to make the setup much simpler.

Custom Integrations

Custom or third-party integrations come into play when there isn’t a standard or API integration readily available. In this case, an IT specialist writes some code that will bridge between the VoIP business telephone solution and the desired IT asset. Once written and installed, that code works to allow seamless interaction between the two platforms.

What Are the Benefits of Using a VoIP Phone System Alongside Integrated Business Tools?

VoIP business phone systems bring a full range of benefits. Companies like Vonage, RingCentral, and Jive help organizations lower their up-front telephone system hardware cost and long-distance calling costs while providing a flat-rate monthly cost structure and the ability to scale up or down with the push of a button. But as we have reviewed in this article, business tool integrations stand tall at the top of the list of reasons why business leaders are moving away from traditional phone systems and migrating toward VoIP business telephony. Integrations are the lines of communication between the disparate IT platforms within an organization. Using those integrations, a company can drive internal efficiencies, simplify employee’s workload, and deliver a better, more professional experience to the client.

How to Get Started with Business VoIP Integrations

Leveraging the right VoIP integrations begins with talking to a VoIP consultant. The people at Jive, RingCentral, 8X8 and others have worked with so many different types of businesses that they are able to give you a good idea as to how others have utilized integrations in their workflow. Once you have had a chance to talk to a few representatives from leading VoIP providers, you will have a good idea of what integrations they offer in their standard, premium, and “add-on” offers. Once this exploration step is complete, many organizations coordinate with their internal or outsourced IT team to discuss the integrations that are most applicable to their organization's unique internal processes. Within this discussion is whether the “stock” integrations available through the VoIP providers are sufficient or whether there will be a need for API or custom integrations as well. In conclusion, VoIP integrations can make your organization’s workflow much simpler and make your employees’ workday much easier. We wish you the best as you explore your options and harness the power of VoIP integrations for your company.