Voice as a service (VaaS) has gained popularity as businesses seek more scalable, agile, and cost-effective solutions for their communication needs. Around 61% of CEOs say they plan to switch from traditional phone systems to cloud voice, adding to the 35% of companies already using this flexible technology.1
While VaaS can help companies streamline communications and improve customer interactions, choosing the wrong solution can cause more problems for your business than it solves. Read on to learn the five common mistakes to avoid when choosing a voice as a service solution for your business.
What Is Voice as a Service?
Before we dive into shopping mistakes, let’s go over the basics. As the name suggests, voice as a service solutions provide businesses with voice services over the internet. VaaS delivers voice services through the cloud, eliminating the need for on-premise phone system hardware and infrastructure.
VaaS solutions are hosted by a third-party cloud provider who manages and maintains the voice infrastructure, software, and features. Employees can then access these services via desk phones, softphones, or mobile devices, making VaaS a popular choice for businesses that want to offer remote and hybrid working options.
Mistakes To Avoid When Shopping for Voice as a Service
When choosing a VaaS solution, it’s important to exercise caution. Many pitfalls could hinder the effectiveness of your communication system, including:
1. Not Considering the Feature Set
VaaS solutions vary in terms of features and capabilities, which can drastically impact the employee experience. Before settling on a solution, assessing its features is important to ensure it aligns with your specific communication needs. Failing to do so could result in getting a VaaS solution that lacks the essential features your teams need for business operations – or potentially paying for unnecessary features.
2. Neglecting Reliability and Call Quality
Make sure to evaluate the reliability and call quality of a VaaS solution by considering your provider’s service level agreements (SLAs), uptime guarantees, network infrastructure, and call quality metrics. By neglecting these factors, your users may experience dropped calls and poor audio quality, which can negatively impact your business operations and customer relationships.
3. Ignoring Security and Compliance
Security and compliance are critical considerations in any communication system, so you should carefully assess the security measures implemented by each provider. The right VaaS solution should include data encryption, access controls, backup and disaster recovery, and compliance with relevant regulations such as GDPR, HIPAA, or PCI DSS.
4. Overlooking Integration Capabilities
Integration capabilities are integral for connecting your communication system with other business applications, such as customer relationship management (CRM) or collaboration tools. Some downsides of using a voice system that lacks integration functionality include siloed communication channels, the need for manual data entry, and reduced productivity. Ensure whichever VaaS solution you consider can seamlessly integrate with your existing business applications before making a purchase.
5. Not Evaluating Support and Service
The right VaaS provider should offer fast issue resolution and around-the-clock support to ensure your teams don’t experience major disruptions. Failing to evaluate the level of support you’ll receive from a provider can result in prolonged downtime, loss of productivity, and frustration among employees and customers.
Find a Best-Fit Voice as a Service Solution With Momentum
If you’re struggling to find the right VaaS solution for your business, you’re not alone. At Momentum, we’ve helped businesses implement thousands of cloud solutions globally, so you can count on our experts to help you find the best tools to keep your workforce connected.
Trust Momentum for:
- Award-winning cloud voice solutions purpose-built to handle all your communication needs.
- Measurable voice quality you can track with our exclusive network monitoring tools.
- Around-the-clock customer support with an unbeatable response time, so you can rest easy.
Ready to get started? Reach out to Momentum today to learn more about our cloud voice solutions.