10 VoIP Features to Improve Your Customer Service

VoIP features are easy to configure through your Telzio Dashboard. These 10 features can be implemented into your VoIP phone system within minutes to enhance your customer service.


It’s always nice to offer callers a callback when your phone lines are tied up, so they don’t have to physically stay on the phone to wait for the next available agent. Callback is an automatic feature that you can enable in your Queues. The caller will be asked to confirm their callback number, and then they can hang up and wait for someone to call them back. As soon as an agent becomes available, the system will automatically call the agent and then call the caller back.


Giving customers the option to text your business demonstrates that your brand is current and up-to-date on communication methods. You can route incoming text messages to any person or group, on their desk and mobile devices. Users can respond via their device, or log into the Dashboard to add internal comments and re-assign text messages to other Users. Telzio syncs your company text messages so that once one user responds to a text, other users can see that the text has already been responded to.

Hold Music

Hold music lets callers know that their call is being connected, and makes the hold time more pleasant. You can choose from a variety of genres of hold music, from jazz to dubstep. You can also add a custom message to the beginning of the wait, i.e. “We’re connecting you to an agent now. Did you know that you can also chat with us on our website? We’re online 7 days a week. We’ll be with you in a moment.”

Call Monitoring

Call Monitoring enables your managers to eavesdrop on active calls for training and quality assurance. You can enable specific Users on your phone system to have Call Monitoring capabilities. Calls can be monitored from any location. Managers with Call Monitoring enabled can simply dial 000 + the extension of the agent they want to monitor.

Call Recording

Alternatively, you can also record calls and reference them later on your Call Recordings page. Both Call Monitoring and Call Recording features are included with your Telzio service at no extra cost.

Live Operators

Offering callers the option to speak to a live operator is a must for good customer service, but it might not always make sense for your business to have a full-time operator in the office 24/7. With Telzio, you can route calls to agents in any location on mobile devices, desktop applications, and desk phones, enabling you to staff part-time and freelance workers to field customer service calls.

Business Hours

You can also set filters by business hours, which will route calls to different Users or Groups depending on the day and time. You can set up different schedules and instantly modify the schedules through the Dashboard as needed. Business Hours can also be useful for setting temporary holiday hours. Any changes to your phone system, including business hour filters, take into affect immediately.

Live Reports

Live Reports is a section in your Dashboard that displays in real-time how busy your queues are, how long callers are waiting, and other information about your current call activity to help you determine if you need to add more agents to field calls.

IVR Menu

The IVR menu is typically the first greeting people hear when they call your business. With Telzio, you can keep your phone menu updated with current options and information. Configuring a phone menu with Telzio can be done in under a minute, and we’ve even set up a default menu for you right when you sign up – personalized with your company name in the greeting! (How do we do that?)

Toll Free and International Phone Numbers

You may have customers trying to call you from out of state and even out of the country. You can instantly add toll free numbers and local numbers from over 60 countries right through your Dashboard. You can then route calls on those numbers to Users in any location. You can make outgoing calls and receive incoming calls on your international numbers, no matter what country you’re in.

Jennifer is part of the content marketing team at Telzio, providing insight and tips on how Telzio can be used to optimize business communications and customer service.