Voice Over Internet Protocol technology* (VOIP) is a cost-effective alternative to traditional analog phone systems and is seeing marked increase in popularity.

*VOIP enables phone services to be delivered over the Internet, rather than through traditional telephones lines.

The global VOIP services market is expected to grow from $63 billion in 2012 (up 9 per cent from 2011) to $82.7 billion by 2017. Obsolete phone systems, equipment break down, office relocation, service issues, business expansion or the need for better integrated solutions are the typical drivers of new customers exploring the world of hosted VOIP for business.

When considering a hosted VOIP provider, it's important to be aware of all the variables that could determine the quality or efficiency of the service that best suits the needs of the business.

The following list of questions will help focus the research process when considering a voice solution provider:

1. What are the phones and system technology being used?
   Consider the phone hardware and system technology the hosted VOIP provider is using. Some may be easier and less costly to maintain than others. Generic or older systems may be less costly initially, but may become scarcer down the road.
2. What is in place for disaster recovery?
   During times of crises, it is especially vital for many companies to be accessible and maintain consistent access to the company's main network. Some hosted voice providers give the benefits of built-in disaster recovery to allow access to work phone calls, voicemails and e-mail remotely.
3. Does the service operate on a private or public connection?
   To ensure excellent quality and reliability, a private, dedicated and bi-directional data connection is recommended as public high speed internet upload and download speeds can vary. This can result in dropped calls, jitter, and poor voice quality.
4. What is the escalation process in the event of problems?
   When facing a problem it is vital to have responsive technical support at any given time. The best providers should have mandated customer service standards with specific response and repair time.
5. Is a Service Level Agreement (SLA) provided?
   The Service Level Agreement or SLA is the promise behind the provider's advertised service; it dictates what level of Internet and phone services the customer can reliably expect. A reliable provider will have a fast response time and will take responsibility for any service errors.
6. Are customer references available?
   It's important to check references diligently in order to know the company's service history. The best way to know exactly what you're getting into is by talking to someone who already has the services you are interested in.
7. Is the company economically sound?
   A good hosted VOIP provider will be financially healthy, experienced in technology, well established and well managed. Much of this information can be found through some thorough online research - if it can't, then that should raise some concerns.
8. What features are included/available?
   Some providers will offer an "all encompassing" bundle of services that includes a variety of features. Others will offer the additional services on customized basis to provide only the features your business needs, thereby keeping the basic monthly cost down.

Features such as "find me/follow me" can prioritize and route calls for employees who are frequently out of the office or in meetings; automated call attendant can provide custom recordings and help route calls to the correct contacts at all hours without live support; Mobile VOIP apps can help reduce cell phone costs and create a seamless extension from office to cell phones and satellite locations; Unified Messaging can integrate web and voice messages into a single inbox.

While these features - and others - enhance accessibility when travelling and help improve the customer experience across platforms, you don't want to overwhelm your team with too many unnecessary features. Find out exactly what features are available, how each purports to enhance your company's telecommunications and service capabilities, and what the total cost will be.

Considering a hosted VOIP provider can be a daunting task for many managers and decision-makers. Asking the right questions early in the process can ensure the company selected will provide the best results.