What is Hoop VoIP Software and who is it for?
Hoop VoIP Software provides integrated calling capabilities directly within the Hoop platform, eliminating the need for separate phone systems. It is primarily designed for sales and service teams that need to manage high volumes of customer interactions efficiently.
This feature allows users to provision new phone numbers, manage inbound and outbound calls, and automatically log all call activities to customer records. By keeping all communication within Hoop, teams can maintain a unified view of the customer journey, improving collaboration and service quality.
How does the VoIP Software handle call routing and inbound calls?
Inbound calls are routed intelligently using rules you define within the Hoop platform. You can establish routing by team or employ a round-robin approach to distribute calls evenly among available agents. The system performs availability checks to ensure calls only ring agents who are ready to take them, reducing missed opportunities.
For outbound efforts, Hoop offers a power dialer feature that supports pre-recorded voicemail drops, enabling sales reps to scale their outreach without sacrificing personalization. This ensures that every inbound and outbound interaction is managed efficiently, improving team performance.
Which pricing plans include access to Hoop's VoIP Software features?
Hoop’s VoIP Software is available across multiple pricing tiers to accommodate businesses of various sizes and needs. The feature is included in the core, pro, and enterprise plans.
Specific capabilities or usage limits, such as the volume of included minutes or advanced analytics features, may vary depending on your selected plan. You should review the details of the core, pro, and enterprise tiers to determine which best fits your team's calling volume and advanced coaching requirements within the Hoop ecosystem.
What data logging and coaching tools are provided with the VoIP feature?
The VoIP Software is equipped with robust logging and coaching tools designed to enhance team performance and ensure compliance. Every call is automatically logged to the timeline, capturing duration and outcomes. The system then stores recordings and transcripts with searchable context, making review easy for managers.
Coaching is supported through conversation metrics and team comparisons. Managers can analyze:
- Talk ratios and topics to identify improvement areas.
- Connect rates and conversion data to benchmark team members.
- Snippet bookmarking for quick review of key moments in calls.
Can I use my existing phone numbers or does Hoop require new numbers?
While the Hoop VoIP Software allows you to provision new numbers directly within the platform, you can typically port your existing business phone numbers into the system. This process ensures continuity for your customers and simplifies the transition to Hoop for your communications.
Integration is seamless; once your numbers are active, you can utilize click-to-call functionality from CRM records and manage all call routing and team assignments through Hoop's centralized settings. The system is designed to fully replace the need for separate, legacy phone software.
How does Hoop ensure security and compliance with call recording?
Hoop maintains a strong focus on security and compliance when handling call data. You have granular control over who can access call recordings and transcripts through permissioned access based on user roles.
For global operations, the software supports compliance by allowing you to enforce region-based settings. Key features supporting regulatory needs include:
- Region-based recording notices to inform participants.
- Defined data retention policies to manage storage automatically.
- Role-based access controls for recordings and transcripts.
This allows you to scale your operations while maintaining necessary legal and privacy standards within the platform.
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