How HD Voice Adds Value to your Business

Updated: May 15, 2010

While not exhaustive, the following are five distinct ways you can deploy HD audio today. Not only will your business sound great, but doing business will become a better experience for both your employees and customers.

1. Improved internal communications. The initial impact of HD voice is similar to the feeling you get seeing HD television for the first time. Everyone notices the improvement, and it's hard to go back to what you had before. Employees will find that all modes of voice contact will be more engaged, and should result in better productivity.

Think about all the various scenarios where better quality audio would enhance the task at hand. One-to-one calls would be one example, but group situations would benefit even more. These could be regular team meetings, training sessions, or project-related work sessions. HD voice makes all of these scenarios more life-like, and a closer proxy for in-person meetings. Most businesses would agree that a lot of time is wasted with in-person meetings, and HD voice simply makes it easier to get things done.

2. More productive sales calls. This may have strongest impact overall, and for some businesses, may be the only reason to use HD voice. Thinking about all the touch points businesses have with customers and prospects, voice is central to most of them. With HD voice still being fairly new, the initial impact should be immediate, resulting in a higher level of engagement. Again, there are many scenarios where the conversations will simply be better, such as one-to-one sales calls, product demonstrations, sales presentations and training sessions.

Another aspect to consider here pertains to businesses with a global reach. When selling internationally, poor voice quality is not uncommon, especially in less developed regions. Think about how much better those calls will sound, and how much easier it will be to communicate and get business done.

3. Better contact center experience. For most businesses, the contact center is truly the front door, and voice is by far the most important mode of communication. Whether utilizing traditional toll-free numbers for inbound or outbound calls, or Web-based click-to-call features, the HD experience is simply better. Callers will be more responsive with agents, and communications will be clearer. Ideally, this should lead to higher closing rates, improved upselling, faster problem resolution and increased volumes of call processing.

With clearer audio communication, both parties will better understand each other, meaning less repetition and clarification. This, in turn, should result in shorter times for call completion, more accurate order taking, and faster processing of transactions. Again, these qualities are especially important for global businesses, which often have contact centers in regions with sub-par telecom infrastructure, or rely heavily on remote agents who may also have sub-par telephony service in their homes.

Finally, a minor benefit of HD audio is that music-on-hold will sound better. On one level this seems trivial, but the longer customers wait on hold, the more annoyed they become, and the more likely you are to lose them if the call ends badly. This anxiety may be relieved somewhat if the audio quality is better than what people often experience in these situations.

4. Mobile calling is better. VoIP sits in the middle of an interesting spectrum when it comes to telephony. In the wireline world, TDM has long been the gold standard that VoIP is trying to match. Cellular service quality, on the other hand, has always been problematic, and over time, we've come to accept this tradeoff for the convenience of being mobile. VoIP is slowly gaining inroads with wireless, and when there's access to WiFi, mobile users have options for placing calls over the Internet.

This may not be the ideal environment for making calls, but is another way to experience HD voice. Many hosted/cloud-based providers offer some form of wireless integration, and by extending HD to mobile devices, the prospect of a better quality voice experience on the road becomes much brighter. With mobility becoming an indispensible part of how we work, it doesn't take much to imagine how HD voice makes this tool better.

5. Staying ahead of the curve. Deploying HD voice should not add much cost - if at all - and is easy to do with today's technology. Eventually, this will become an everyday feature, but for now, there is a window for staying a step ahead of your competition. HD voice is a great way to show that the business is reasonably tech-savvy, and it reflects well on both your customers and employees. Of course, this is especially true if you are in a technology-based business such as software or IT. Thinking more broadly, HD voice will also make you look - and sound - good if you are in an industry where audio quality matters, such as music, video, film, sports or gaming.

Featured Research
  • 8 Ways Business Travelers Can Save with VoIP

    Do you or any part of your workforce travel for work, or even telecommute? If that answer is yes, then you should be utilizing mobile VoIP. With VoIP, businesses have been found to save as much as 40% on local calls and a whopping 90% on international calling expenses. more

  • Phone System Showdown

    When it comes time to select your new phone system, one of the biggest questions that you will face is whether to go with the hot, new VoIP system or the steady and secure PBX network. There are pros and cons to each of these phone systems, and before making any purchase we highly suggest that you take the time to download and read our latest guide: Phone System Showdown: VoIP vs. PBX. more

  • Signals Your Company is Ready For Unified Communications

    Efficient and effective business collaboration is essential to company success and as you grow your business, you'll discover all the different communication methods that you NEED to stay connected with partners and customers. Implementing a Unified Communications (UC) system can save your company upwards of $920,000 a year due to increased efficiency amongst company employees. more

  • Phone System Implementation Expectations

    Providers would have you believe that implementing a new phone system is as easy as counting to three. However, while the process may not be difficult, there are steps that need to be taken to ensure that your new VoIP system is installed and implemented smoothly. Luckily, the challenges associated with upgrading your system tend to be fairly predictable. Most businesses run into the same set of problems that many others have faced before them, meaning avoiding or overcoming them is as easy as preparing ahead of time. more

  • Your Phone System and Your Bottom Line

    Businesses have been using phones to drive increases to their bottom lines for almost a century now. Telephony, much like the rest of the business world, has seen drastic changes with the increase in technological advancement. Voice Over Internet Protocol (VoIP), has enabled companies to connect with consumers at levels that have been seen as unheard of before. And trust us when we say this, it is doing wonders for the bottom line. more