For businesses, fostering internal and external communication is key for improving productivity. This dynamic not only boosts efficiency but also strengthens relationships with key stakeholders, internal employees, contractors, partners, and clients. For this reason, organizations must invest in a high-performing and efficient business phone system. But, with too many options available, choosing the right system compatible with business requirements can be challenging. To simplify the process, understand each system’s features and consider certain factors.
Benefits of a business phone system
A business phone system is a multi-channel system of communication that is used by businesses to stay connected with customers and stakeholders. Most of these systems typically have multiple lines with features for call forwarding, conference call facilities, automated answering, as well as headset support. Businesses generally have phone systems for specific purposes.
- Communication – This includes streamlining internal communications and improving capabilities for internal and external communication.
- Customer experience – Customer experience can be enhanced by upgrading a business’ ability to respond better and on time to customer queries.
- Productivity – A good communication system can also help to enhance the productivity of customer service agents by re-routing calls based on their task bandwidth.
- Professionalism – With a business phone system, an organization can build a reputation as a professional company.
- Cost savings – With improved communication and enhanced productivity, a phone system can help to lower business costs.
- Reliability and security – By integrating advanced encryption protocols and secure data transmission methods, these systems protect sensitive information, enhancing security. Additionally, they are designed with redundancy measures, ensuring that communication remains uninterrupted even during technical failures.
Popular types of business phone systems
Key Service Utility (KSU) Systems
This basic type of business phone system is typically used by small organizations that have less than 100 employees. The system requires the installation of the hardware on the company premises, connecting each line manually. To make a call, a specific number must be dialed. Most of these systems offer basic features such as inbound and outbound calls, on-hold calls, intercom capabilities, and speakerphone functionality. Besides, it is a landline-based system that has the ability to support only a limited number of phone lines. Additionally, this system is not scalable, and the costs involved in installation and maintenance are high. As a result, very few businesses opt for the KSU systems these days.
Private Branch Exchange (PBX) Systems
These systems are a bit more modern compared to the traditional KSU systems, featuring virtual switchboards that are used to operate and monitor the entire system. Configurable paths are established through which calls are received, processed, and routed. These systems are designed to offer improved and accessible communication capabilities to all the internal employees of the business. PBX systems are generally hosted in the cloud. But there are some systems that require on-premise installation, similar to KSU systems. Hosted PBX networks are usually powered by VoIP, which are more suitable for larger organizations that require automatic inbound call routing, call switching, caller ID, call waiting, and voicemail. Plus, these systems are highly scalable and configurable offering benefits like privacy and ease of use.
Voice Over Internet Protocol (VoIP)
VoIP is a technology that helps make calls through the internet, which means, it transforms an audio conversation into compressed signals, which are transmitted across a broadband network. Basically, VoIP works together with hosted PBX systems. This technology is utilized for making calls, while the hosted PBX system is used for connecting the calls to other telephone networks. Many business phone system providers enhance the functionality of the VoIP system by integrating it with unified communications as a service or UCaaS. This option helps to direct every type of business communication such as texts, chats, virtual faxes, video conferences, and more via a cloud-based platform.
Factors to consider before buying a business phone system
The phone system that a business chooses must be compatible with the communication requirements. To ensure this compatibility, there are several factors that must be considered before a decision is made.
Quality
This is mostly related to the capability of the system to quickly connect calls and no call drops. The audio quality also matters when looking at the overall performance of the system. But the quality generally depends on the reliability of the business phone system provider.
Cost
While looking at the price, consider the initial cost of installation and setup compared to the long-term costs of maintaining the system. Besides this, looking into the cost of technical support and feature support is also essential. On average, a basic business phone for a small business may cost around $20 a month and may go up to $1000 a month for advanced systems required for large enterprises.
Security
Since business conversations with clients and customers often involve disclosing personal information, security must be a high priority. Most modern telephone services for business have the capability of logging all the call recordings. The only difference with most providers and systems is whether the security of the system will be the responsibility of a third-party or the business itself.
Accessibility
Businesses that have remote workers require remote communication capabilities. This means the mobile phones of remote employees are connected to the central phone system so that they are easily accessible to employees.
Vendor support
The support level required depends on the business. For instance, a business that runs 24 hours will need 24/7 vendor support. But, if a business operates only within conventional office hours, a comprehensive vendor support may not be necessary.