10 Things to Know Before Switching VoIP Providers

Switching VoIP service providers can be an important decision for your business, affecting everything from costs to communication with customers. Choosing the right VoIP provider is crucial for ensuring seamless business operations. In this article, Vincent Finaldi, Vice President of TeleCloud, shares his insights and answers ten frequently asked questions that business owners and operational leaders have when considering a switch. Whether you’re looking for better service, reduced fees, or enhanced features, these key points will help you make an informed decision.

1. Why Would a Business Switch VoIP Service Providers? 

Businesses typically switch VoIP providers for three main reasons:

1. Better Service Experience: Companies often seek a more responsive and supportive service experience. This includes better customer support and a more collaborative relationship with the provider.

2. Cost Reduction: Many businesses are still on outdated pricing models and can benefit from newer, more competitive rates. Switching can often lead to significant cost savings and access to the latest promotions and pricing structures.

3. Enhanced Features: The need for advanced software solutions, such as SMS texting, video collaboration, and call center analytics, can drive a business to switch providers. These features are becoming increasingly essential for modern business communications. Additionally, a modern business phone system can integrate various features and services, allowing teams to manage calls efficiently across multiple locations. Features like call forwarding enhance communication flexibility, allowing users to redirect calls to different numbers or devices, which is especially useful for businesses with remote workers.

    

2. What If I’m Still Under Contract with My Current Provider? 

If you’re under contract with your current provider, the first step is to review your signed agreement, even if it’s several years old. Check for any early termination fees associated with porting your phone numbers to a new provider. Often, if you’re in your second or third round of auto-renewals, these fees can be negotiable. It’s advisable to reach out to your current provider to discuss these terms and explore possible negotiations. Maintaining your business phone number is crucial for ensuring continuity and accessibility, especially when considering the flexibility of VoIP numbers.

Reference this video blog “Does your carrier got you by the calls?”

3. Can We Reuse the Existing IP Phones That We Already Have? 

The possibility of reusing existing IP phones depends on the brand and model, as well as their compatibility with Internet Protocol (IP) networks. Generally, if you have Yealink, Polycom, or Grandstream IP phones, you can reuse them most of the time. However, there’s a growing trend towards reducing physical phone hardware in favor of software-based communications. While you might retain some physical phones for essential areas, many businesses are shifting towards software subscriptions for more flexibility and cost-efficiency. Replacing older phones with new phones is no longer expensive anyway and is typically included in the monthly fee.

4. How Do VoIP Service Providers Differentiate? 

The VoIP industry has matured significantly, and while most providers offer similar feature sets, the difference often lies in the customer experience and service quality. Think of it like dining at different steakhouses; the core offering might be similar, but the quality of service, ambiance, and overall experience can vary greatly. A VoIP phone system can provide flexibility, global reach, and ease of use for businesses, which can be a significant differentiator. Features like Interactive Voice Response (IVR) systems can enhance overall communication efficiency by providing automatic audio information to callers. It’s essential to consider not just the features but also the service experience when choosing a provider.

5. How Much Does VoIP Service Cost? 

VoIP services typically operate on a per-user, per-month pricing model, similar to a subscription service. Costs can range from $15 to $40 per user per month, depending on the sophistication of the features and services provided. Basic services like simple calling can be on the lower end, while more advanced features like AI analytics, video calling, and integrated support can push costs towards the higher end. Many providers offer unlimited calling plans, which allow users to make calls without worrying about additional costs, enhancing functionality for both personal and business communication needs. Upfront fees are generally low, and many providers offer promotions or fee waivers for committed contracts.

6. How Long Are VoIP Service Agreements Typically? 

VoIP agreements usually range from 24 to 60 months. Shorter agreements may involve higher upfront fees and monthly costs, while longer agreements often come with discounts or waived fees. Most businesses opt for a term of two to five years, as it provides stability and makes business sense for both the provider and the client. Choosing a reliable VoIP service provider is crucial for ensuring effective communication solutions over the term of the agreement. Few providers offer month-to-month agreements because the nature of telecom is longer term, as frequent switching is not ideal or practical for any business. The biggest advantage for a longer term agreement is price locks that protect the customer from arbitrary rate increases.

7. Do I Get to Keep All My Business Numbers? 

Yes, you can generally keep all your business numbers, including main numbers, direct dial lines, toll-free numbers, and fax lines, when switching providers. The key is to ensure these numbers are registered under your control and not the provider’s. A modern phone system can help ensure that all your business numbers are registered under your control and not the provider’s. However, issues can arise with third-party services, like marketing numbers or eFax lines, where the provider may claim ownership. Always clarify the ownership of these numbers before making a switch.

8. What Are the Most Commonly Used Features, Including Call Forwarding?

In 2024, the most popular VoIP features include:

1. Text Messaging: Enabling business phone numbers for SMS and MMS texting is increasingly common, allowing for more flexible communication with clients.

2. AI Analytics: These tools provide valuable insights through easy-to-read reports, enhancing the ability to analyze call recordings and other data.

3. Video Collaboration: Integration with platforms like Zoom and Microsoft Teams for video calls and meetings is now a standard expectation.

4. CRM Integration: Connecting VoIP systems with CRM platforms like Salesforce or industry-specific systems allows for seamless communication and data management.

5. Mobile Applications: Mobile apps for VoIP systems enable employees to make and receive calls from anywhere, supporting a more flexible work environment.

6. Call Recording: This feature is crucial for monitoring customer interactions and improving team performance.

7. Video Conferencing: Integration with platforms like Zoom and Microsoft Teams for video calls and meetings is now a standard expectation.

9. If We Do Switch VoIP Services, How Do We Ensure This Goes Well? 

To ensure a smooth transition when switching VoIP providers, follow these tips:

1. Assign a Project Leader: Designate a single point of contact within your organization who understands the current setup and can manage the transition process.

2. Involve Your Outsourced IT Partner: Include your IT consultant or vendor in the planning process to ensure your network infrastructure is ready for the new VoIP system. A technical assessment is crucial to prevent potential issues. Planning the transition to a new VoIP phone service requires careful coordination and technical assessment.

10. What Can Go Wrong? 

While switching VoIP providers is generally smooth, some common pitfalls include:

1. Number Porting Issues: Changing your port date frequently can lead to dropped numbers and operational headaches.

2. Cost-Driven Decisions: Choosing a provider based solely on price can result in poor service quality, which can outweigh any cost savings.

3. Technical Alignment: Skipping a technical assessment can lead to ongoing performance issues, as underlying network problems may not be addressed.

4. Lack of On-Site Support (if there is hardware): Ensure you have adequate support during the transition, either from the provider or an in-house IT team, to manage any technical aspects of the switch.

Unlike traditional phone systems, VoIP technology offers greater flexibility and scalability, but it’s important to address any technical issues during the transition.

Switching VoIP service providers is a significant decision that requires careful consideration of various factors, from contract terms to feature needs. By understanding these key points and working closely with both your current and potential new providers, you can ensure a smooth and successful transition.

If you have any further questions or need professional advice, feel free to contact Vincent Finaldi at vin@telecloud.net or call/text at 908-378-1218. Good luck on your journey to finding the best VoIP solution for your business!