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VoIP solutions (Voice over Internet Protocol) offer much more than just internet-powered calls. These systems can cut monthly phone expenses by up to 50% while transforming how your company communicates.Moreover, digital telephony has become a cornerstone for automating processes, improving service quality, and ensuring flexibility when scaling communication lines.
Implementing VoIP isn’t always simple. Your choice of provider and solution will directly determine the ROI of your transition. Migration may also involve replacing hardware and training employees.
Ready to switch your business to VoIP? Our step-by-step implementation guide will help you do it smoothly, without service interruptions, wasted investments, or technical issues.
Why you should switch to VoIP
VoIP offers many advantages over analog communication, including:
- Cost optimisation, especially for international calls (for example, SpeedCargo reduced communication costs by 38% with digital telephony)
- Quick line scalability through virtual numbers and SIP trunking
- Higher operator productivity thanks to integration with internal systems
- More efficient call distribution via automatic routing
- Improved call quality and reduced risk of service disruptions
- Enhanced quality control through detailed analytics and call recording
Preparing your company for the transition
Successful migration starts with preparation. Assess where your system stands today and what it needs tomorrow. Before comparing VoIP solutions for your business, analyse your current communication infrastructure and needs.
Audit of existing telephony and infrastructure
If your company still uses analog lines, you can either connect them through a VoIP gateway or replace them with IP-ready equipment. A gateway is usually suitable for businesses whose analog systems are still within their service lifespan.
VoIP equipment includes:
- VoIP phones
- VoIP hands-free headsets
- Internet-connected devices (mobile phones, laptops, computers)
Unlike analog communication, this type of telephony requires an internet connection. Therefore, bandwidth and speed must be sufficient for your call volumes – one VoIP call requires at least 100 Kbit/s.
Identifying your business needs
Next, define what your company truly expects from VoIP.
To choose the right VoIP provider, evaluate your current and future requirements, such as:
- average and peak call volumes,
- integration needs with CRM and other systems,
- budget and capital expenditures,
- process automation requirements (e.g., routing and call flow optimisation).
Consider which VoIP solutions your business will benefit from most – for instance, cloud PBX, virtual numbers, or SIP trunking.
Choosing an VoIP provider and equipment
When selecting a provider, compare options based on:
- call quality and uptime (minimum 99.9%),
- scalability and flexibility of communication lines,
- quality and responsiveness of technical support,
- integration options with your systems (CRM, messengers, etc.),
- provider’s experience in your business segment (e.g., VoIP for call centers),
- availability of optimisation features such as analytics and IVR.
After the initial analysis, select three to five providers, request demos, and compare proposals before making a final decision.
Integrating VoIP with CRM and other services
Integration with other systems is one of the key benefits of cloud-based telephony for businesses. When setting up VoIP, ensure seamless integration with your CRM, messaging tools, and video communication platforms. Integration can usually be configured directly within the VoIP interface or, if needed, via custom API development.
Configuration and system testing
During the setup of VoIP, pay attention to:
- transferring existing phone numbers without downtime or disruption,
- configuring routing, forwarding, and IVR,
- assigning role-based access permissions,
- enabling call recording and analytics,
- testing internal and external calls to verify connection quality.
To avoid configuration errors, maintain close cooperation with your telephony provider throughout the process.
Employee training and launch
Before fully switching to corporate VoIP, organise training sessions for employees and prepare:
- video tutorials and step-by-step user guides,
- IT support for initial assistance,
- an FAQ with common issues and solutions.
To ensure a smooth transition, create a gradual rollout plan. Start with a pilot program to test the system in real conditions, then progressively migrate all teams to VoIP. Keep the old phone system active in parallel for a short period during the transition.
Quality control and ongoing optimisation
For continuous optimisation, monitor analytics collected through your cloud PBX. Key quality metrics for evaluating VoIP performance include:
- call quality (latency, jitter, dropped calls),
- reliability (uptime and IP service availability),
- user feedback (employee satisfaction, number of technical issues).
Additionally, cloud solutions allow you to track communication performance indicators such as:
- FCR (First Call Resolution) — issues resolved on the first contact,
- CSAT (Customer Satisfaction) — customer happiness level,
- average call duration,
- average queue time,
- FRT (First Response Time) — time to first reply,
- call transfer rate.
If you’re not sure where to start or want to minimise risks, the DID Global team offers free consultations and tailors VoIP solutions to your business needs.Reduce your communication costs by up to 90% with an IP-based infrastructure offering 99.9% uptime and coverage in 150+ countries worldwide.