--- title: VoIP Features Enhance Customer Experience description: VoIP Features Enhance Customer Experience --- [Securafy Knowledge Hub](https://blog.securafy.com) - [Topics](https://blog.securafy.com/#sf-cover) - [Tools](https://blog.securafy.com/#sf-tools) - [Books & Guides](https://blog.securafy.com/#sf-books) [Talk to Securafy](https://meetings.hubspot.com/securafy/strategy-call) [Topics](https://blog.securafy.com/#sf-cover) [Tools](https://blog.securafy.com/#sf-tools) [Books & Guides](https://blog.securafy.com/#sf-books) [Talk to Securafy](https://meetings.hubspot.com/securafy/strategy-call) [Knowledge Hub](https://blog.securafy.com) / IT Operations IT Operations # VoIP Features Enhance Customer Experience VoIP Features Enhance Customer Experience ![Randy Hall](https://blog.securafy.com/hubfs/Randy%20Hall%202.png) By Randy Hall Updated Jul 2024 2 min read Share [**](https://www.linkedin.com/sharing/share-offsite/?url=https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience) [**](https://twitter.com/intent/tweet?url=https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience&text=%3Cspan+id%3D%22hs_cos_wrapper_name%22+class%3D%22hs_cos_wrapper+hs_cos_wrapper_meta_field+hs_cos_wrapper_type_text%22+style%3D%22%22+data-hs-cos-general-type%3D%22meta_field%22+data-hs-cos-type%3D%22text%22+%3EVoIP+Features+Enhance+Customer+Experience%3C%2Fspan%3E) [**](mailto:?subject=%3Cspan+id%3D%22hs_cos_wrapper_name%22+class%3D%22hs_cos_wrapper+hs_cos_wrapper_meta_field+hs_cos_wrapper_type_text%22+style%3D%22%22+data-hs-cos-general-type%3D%22meta_field%22+data-hs-cos-type%3D%22text%22+%3EVoIP+Features+Enhance+Customer+Experience%3C%2Fspan%3E&body=https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience) ![](https://static.hsstatic.net/BlogImporterAssetsUI/ex/missing-image.png) There are many reasons why staff may be required to put customers on hold. However, Voice-over Internet Protocol (VoIP) technology can be utilized to ensure that callers do not feel abandoned during this time. In addition, VoIP systems offer the option of entertaining customers while they wait in line. Some possibilities are playing engaging music, explaining new promotions or sales, and delivering exciting marketing messages. It is an excellent opportunity for your marketing message to reach a captive audience while the customer is on hold. VoIP systems allow you to record various messages based on the caller's purpose. For example, an individual trying to contact the sales department may hear information about current sales, promotions, or special offers during the on-hold message. You can customize the messages to ensure callers know that an agent will address their concerns. Then, while a customer is waiting, the company can provide new information and captivating anecdotes. Using VoIP features to entertain and inform customers, companies can dramatically improve their customers' on-hold experiences. VoIP services provide more options for music on hold than traditional phone systems. A caller who hears music on hold is likelier to stay on the line than one who hears silence. A VoIP system allows businesses to upload audio files instead of relying on legacy tools' loops. In addition, VoIP systems allow companies to set several parameters that may enhance the customer experience. Some features that VoIP offers are: determining the frequency and duration of a track, whether the music continues when the caller is put back on hold, and the arrangement of tracks. VoIP can transform monotonous on-hold experiences into more enjoyable ones by providing customers with a more satisfying and engaging experience. Tagged Under IT OperationsBusiness Continuity In This Article Need Help With Your Current Setup? Talk through your current systems, risks, and support gaps with Securafy. [Book a Strategy Call](https://meetings.hubspot.com/securafy/strategy-call) ## Join The Conversation Have a question or perspective on this topic? Add it below. ![Randy Hall](https://blog.securafy.com/hubfs/Randy%20Hall%202.png) About The Author Randy Hall · CEO & Founder Randy Hall is the CEO and Founder of Securafy, with decades of experience helping organizations make smarter, safer decisions about technology. A frequent speaker and instructor at national IT events, Randy has advised thousands of organizations, from startups and SMBs to large enterprises and U.S. government entities, on secure, practical technology adoption. He writes about the decisions business leaders are often expected to make without enough context, including cybersecurity, compliance, AI, cyber insurance, IT strategy, and business resilience. Outside the office, you’ll often find Randy on Lake Erie enjoying time on his 38-foot Chris-Craft. **Writes about:** Cybersecurity strategy, compliance, AI security, business resilience, cyber insurance, SMB risk, IT leadership [More From This Author →](https://blog.securafy.com/author/randyhall) Related Articles Business Continuity [Compliance Risk Assessment: How Downtime Impacts Your Bottom Line](https://blog.securafy.com/compliance-risk-assessment-how-downtime-impacts-your-bottom-line) When systems go down, compliance obligations don't pause—and the financial consequences ... Jul 28, 2026 Compliance [HIPAA Security Rule Changes Are Delayed To 2027: Why Healthcare Organizations Should Not Wait](https://blog.securafy.com/hipaa-security-rule-changes-are-delayed-to-2027-why-healthcare-organizations-should-not-wait) The updated HIPAA Security Rule won't take effect until 2027, but healthcare ... Jul 23, 2026 Compliance [Multi Factor Authentication Best Practices for CJIS Security Policy Compliance](https://blog.securafy.com/multi-factor-authentication-best-practices-for-cjis-security-policy-compliance) Law enforcement agencies and criminal justice organizations face mounting pressure to ... Jul 16, 2026 Compliance [CMMC Phase II Has Been Suspended: What Defense Contractors Still Need To Do](https://blog.securafy.com/cmmc-phase-ii-has-been-suspended-what-defense-contractors-still-need-to-do) The Department of Defense suspended CMMC Phase II enforcement, but that doesn't mean ... Jul 15, 2026 IT Operations [Cybersecurity For Veterinary Clinics: Protecting Client Data, Payment Systems, And Practice Operations](https://blog.securafy.com/cybersecurity-for-veterinary-clinics-protecting-client-data-payment-systems-and-practice-operations) Veterinary clinics handle sensitive client data, payment information, and critical ... Jul 9, 2026 IT Operations [AT&T Cybersecurity, AlienVault USM, And Managed Security: What SMBs Still Need To Own](https://blog.securafy.com/att-cybersecurity-alienvault-usm-and-managed-security-what-smbs-still-need-to-own) Managed security platforms like AT&T Cybersecurity and AlienVault USM provide ... Jul 8, 2026 Get Practical Cybersecurity Field Notes Monthly cybersecurity, compliance, and IT strategy updates from Securafy, written for business owners who need clear next steps. - Practical security tips from our Cyber Security Drip series - The Securafy Times, our monthly roundup on compliance and IT strategy - Occasional updates on new tools, guides, and research - No spam — unsubscribe anytime NIST CSF 2.0 Zero Trust Application Control CISA Aligned Enterprise Partner © 2026 Securafy — Columbus & Cleveland, Ohio [Main Site](https://www.securafy.com/) [Blog Home](https://blog.securafy.com/) [Contact](https://www.securafy.com/contact.html) [Privacy Policy](https://www.securafy.com/privacy-policy.html) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Randy Hall", "url" : "https://blog.securafy.com/author/randyhall" }, "dateModified" : "2024-07-24T20:06:33.393Z", "datePublished" : "2022-11-14T16:00:00.000Z", "headline" : "VoIP Features Enhance Customer Experience", "mainEntityOfPage" : { "@id" : "https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.securafy.com/hubfs/securafy-logo.png" }, "name" : "Securafy Inc." } } ``` ```json { "@context" : "https://schema.org", "@id" : "https://securafy.com/#organization", "@type" : "Organization", "address" : [ { "@type" : "PostalAddress", "addressLocality" : "Columbus", "addressRegion" : "OH", "postalCode" : "43219", "streetAddress" : "4449 Easton Way, Suite 200" }, { "@type" : "PostalAddress", "addressLocality" : "Independence", "addressRegion" : "OH", "postalCode" : "44131", "streetAddress" : "6100 Oak Tree Blvd, Suite 200" } ], "areaServed" : [ "Columbus OH", "Cleveland OH", "Ohio" ], "name" : "Securafy Inc.", "url" : "https://securafy.com/" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://securafy.com/#website", "@type" : "WebSite", "inLanguage" : "en-US", "name" : "Securafy", "publisher" : { "@id" : "https://securafy.com/#organization" }, "url" : "https://securafy.com/" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://blog.securafy.com/#blog", "@type" : "Blog", "name" : "Securafy Knowledge Hub", "publisher" : { "@id" : "https://securafy.com/#organization" }, "url" : "https://blog.securafy.com" } ``` ```json { "@context" : "https://schema.org", "@id" : "https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience#article", "@type" : "Article", "author" : { "@id" : "https://www.securafy.com/about-us/#randyhall", "@type" : "Person", "name" : "Randy Hall" }, "dateModified" : "2024-07-24T20:06:33+00:00", "datePublished" : "2022-11-14T16:00:00+00:00", "description" : "VoIP Features Enhance Customer Experience", "headline" : "VoIP Features Enhance Customer Experience", "image" : "https://www.securafy.com/hs-fs/hubfs/securafy-og-default.jpg", "inLanguage" : "en-US", "isPartOf" : { "@id" : "https://blog.securafy.com/#blog" }, "mainEntityOfPage" : { "@id" : "https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience", "@type" : "WebPage" }, "publisher" : { "@id" : "https://securafy.com/#organization" }, "url" : "https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience" } ``` ```json { "@context" : "https://schema.org", "@type" : "BreadcrumbList", "itemListElement" : [ { "@type" : "ListItem", "item" : "https://blog.securafy.com", "name" : "Knowledge Hub", "position" : 1 }, { "@type" : "ListItem", "item" : "https://blog.securafy.com/2022/11/14/voip-features-enhance-customer-experience", "name" : "VoIP Features Enhance Customer Experience", "position" : 2 } ] } ```