Choosing between managed Voice over IP (VoIP) services and traditional phone lines is a key decision for UK small businesses and SMEs looking to optimise their communications. Managed VoIP uses internet connections to make calls, while traditional phone lines rely on dedicated copper or fibre circuits. Each option has different implications for cost, reliability, security, and flexibility.
Why this matters for UK SMEs
Reliable phone service is essential for customer contact, internal collaboration, and supplier communication. Downtime or poor call quality can damage your business reputation and reduce staff productivity. Additionally, with increasing data protection expectations under UK GDPR and the Data Protection Act 2018, how your voice data is handled is also important. Managed VoIP services often include features like encryption and centralised management that can help with compliance and security, but they do depend on your internet connection's stability and speed.
A typical scenario
Consider a UK SME with 50 staff spread across two offices. They previously used traditional phone lines but faced high call costs and limited features like voicemail to email or call forwarding. Switching to a managed VoIP service improved flexibility, allowing staff to work remotely with the same phone number. However, when their broadband connection was disrupted during a storm, calls dropped, highlighting the need for a robust internet connection and failover plans. Their IT partner helped implement a secondary internet line and configured call routing to mobile phones during outages, minimising downtime and maintaining customer trust.
What to consider when choosing
- Reliability: Ask about uptime guarantees and how outages are handled. For VoIP, check if your internet connection has sufficient speed and redundancy.
- Security: Confirm encryption standards for calls and data, and whether multi-factor authentication (MFA) is used for system access.
- Features: Compare call handling options like voicemail, call queues, conferencing, and integration with other business systems.
- Compliance: Ensure the provider supports UK data protection requirements, including secure storage and audit logs.
- Support and SLAs: Review service level agreements for response times and problem resolution, especially for critical communications.
- Costs: Consider setup fees, monthly charges, call costs, and potential savings from bundling services.
Simple checks you can do internally
- Review your current call quality and downtime incidents to identify pain points.
- Check internet bandwidth and stability, especially if considering VoIP.
- Verify who has administrative access to your phone systems and ensure strong password policies are in place.
- Confirm backup procedures for call data and configuration settings.
- Assess whether your current phone system integrates with your other IT tools, such as CRM or helpdesk software.
Deciding between managed VoIP and traditional phone lines depends on your business's specific needs, existing infrastructure, and risk tolerance. Speaking with a trusted managed IT provider or advisor can help you assess your current setup, understand potential risks, and plan a solution that balances cost, security, and reliability without unnecessary complexity.