Technology & Roadmap

Business Phone System Essentials: Choose the Right Communication Infrastructure

business phone system
  • February 20, 2024
  • 5 mins read

Communication is at the heart of every successful enterprise. Staying connected and responsive to customers and clients is not just a necessity—it’s a competitive advantage. Thus, choosing the right business phone system can significantly impact your organization’s bottom line.

A business phone system is a telecommunications infrastructure that facilitates internal and external communication for businesses. It comprises hardware and software components that manage and route phone calls within an organization, connecting employees and external callers.

This blog will walk you through the various phone systems available and how to choose the right one for your business needs. 

Significance of a Business Phone System

The importance of a business phone system lies in its ability to enhance communication efficiency and professionalism within an organization. It offers features like call forwarding, voicemail, auto-attendants, and conference calls, which streamline communication processes and ensure that calls are managed effectively. Business phone systems further improve internal collaboration and present a more polished and reliable image to customers and partners.

Moreover, modern phone systems often integrate with other channels like email and instant messaging to offer a unified communication experience. Overall, a well-implemented phone system fosters productivity, customer satisfaction, and seamless connectivity.

Types of Business Phone Systems

Business phone systems can be categorized into 4 main buckets. They are discussed below:

business phone system

→ Landline Systems

Landline phone systems, also known as traditional or analog systems, rely on copper wiring or fiber-optic cables to transmit voice signals. Landline systems provide stable and reliable voice quality but may lack advanced features and cost-effectiveness when compared to modern alternatives.

→ Voice over Internet Protocol (VoIP) Systems

VoIP systems transfer voice data over the internet. They convert analog voice signals into digital packets and transmit them over data networks. VoIP offers cost savings, scalability, and features like video conferencing, call forwarding, and virtual phone numbers. 

→ Cloud-based and On-premise Systems

  • Cloud-based Systems: These phone systems are hosted in the cloud by a third-party provider. Users access them via the internet, eliminating the need for on-site hardware and maintenance. Cloud-based systems offer scalability, accessibility from anywhere, and automatic updates but may require a stable internet connection.
  • On-premise Systems: On-premise phone systems are physically located within a business’s office or data center. They offer greater control over the hardware and software but require more upfront investment and ongoing maintenance. Larger enterprises typically favor on-premise systems with specific compliance or security requirements.

→ Hybrid Systems

Hybrid phone systems combine elements of both traditional and modern systems. They often integrate landlines with VoIP technology to provide businesses with more flexibility and redundancy. Hybrid systems are useful for organizations transitioning from analog to digital technologies or those that need a mix of both for various operational reasons.

Selecting the Right Business Phone System

Here are some factors to consider while selecting the best business phone system from the different options available in the market:

business phone system

(i) Scalability

Consider how easily the phone system can adapt to an increase or decrease in the number of users, phone lines, or locations. A scalable system ensures your communication infrastructure can keep up with your business’s growth without significant disruptions.

(ii) Features

Study the features the phone system offers and ensure they align with your business requirements. Common features include call forwarding, voicemail, conference calling, auto-attendants, and mobile app integration. 

(iii) Cost

Assess the total cost of ownership, including upfront costs, monthly fees, and ongoing maintenance expenses. Consider your budget constraints and how the chosen system will impact your bottom line. 

(iv) Security

A secure phone system is particularly important for businesses that deal with sensitive information. Look for features like encryption, firewall protection, and regular security updates to safeguard your communication data.

(v) Vendor Reputation

Research the reputation of the phone system vendor or service provider. Read customer reviews, check for references, and assess the vendor’s track record in terms of reliability, customer satisfaction, and support.

(vi) Customer Service Requirements

Consider your customer service needs and how the phone system can support them. This includes features like call recording for quality assurance, call monitoring, and the ability to handle customer inquiries efficiently. 

(vii) Call Routing and Management

Evaluate the system’s call routing and management capabilities. Ensure it can efficiently direct calls to the right departments or individuals, handle call queues during peak times, and provide reporting tools to monitor call performance.

(viii) Integration Capabilities

Determine if the phone system can integrate seamlessly with your existing business software and tools, such as Customer Relationship Management (CRM), email, and productivity applications. 

Implementing and Managing Your Phone System

This section will guide you through the practical steps involved in turning your chosen phone system into a functional communication tool.

→ Vendor Selection and Contract Negotiation

Choosing the right vendor is pivotal in implementing a business phone system. Follow these guidelines to ensure a successful partnership:

» Vendor Evaluation: Look for established vendors with a history of reliability and excellent customer service. Seek recommendations and read reviews to narrow down your options.

» Service Level Agreements (SLAs): Pay close attention to SLAs. These agreements outline the vendor’s commitment to service quality, uptime guarantees, and support response times. Ensure that SLAs align with your business needs.

» Contract Negotiation: Be clear about your expectations and ensure they are reflected in the contract. This may include pricing, contract length, and additional features or services. 

→ Installation and Setup

Once you’ve selected a vendor and signed a contract, it’s time to set up your phone system. Here’s what you need to do:

» Hardware or Software Deployment: Depending on your chosen system (on-premises or cloud-based), you’ll either install physical hardware or configure software. Follow the vendor’s installation instructions carefully.

» Configuration: Set up phone extensions, voicemail, call routing, and any other desired features. 

» Testing: Thoroughly test the system to ensure all features work as expected. Make test calls, check voicemail, and verify that call routing and forwarding are functioning correctly.

→ User Training and Onboarding

Effective user training and onboarding are essential for a seamless transition to the new phone system:

» Employee Training: Develop a training plan for your employees. This plan should include hands-on training sessions, user manuals, and online resources.

» Ongoing Support: Provide ongoing support for users, including a helpdesk or support ticket system. Address questions and issues promptly to keep operations running smoothly.

→ Integration with Business Tools

Leveraging your phone system’s integration capabilities can greatly enhance productivity and efficiency:

» Identify Integration Opportunities: Determine which business tools (e.g., CRM software email systems) can be integrated with your phone system to streamline workflows.

» Set Up Integrations: Work with your vendor or IT team to set up these integrations. Test them thoroughly to ensure data synchronization and functionality.

» Train Users: Train your team on how to use integrated features effectively. Emphasize how these integrations can improve their daily tasks.

→ Transition Strategy

Transitioning from an old phone system to a new one can be challenging, but proper planning can minimize disruptions:

» Communication: Inform your employees about the upcoming transition well in advance. 

» Downtime Mitigation: Plan for potential downtime during the transition. Schedule the transition during off-peak hours to minimize disruptions to business operations.

» Data Migration: If necessary, migrate existing phone system data (e.g., contact lists and call logs) to the new system. Ensure data accuracy during this process.

→ Ongoing Management and Maintenance

To keep your phone system running smoothly, adopt proactive management and maintenance practices:

» Regular Updates: Stay current with software updates provided by the vendor, such as bug fixes, security patches, and new features.

» Scheduled Maintenance: Establish a schedule for routine system maintenance, such as system backups and hardware checks.

» User Management: Regularly review and update user access rights and permissions to maintain security.

Manage Your Communication Needs with Exotel

You can meet the communication demands of the modern business world by partnering with experienced providers of business phone system solutions, such as Exotel.

Exotel’s phone system allows you to connect with your customers and drive better customer engagement seamlessly. Our cloud-based solution consists of IVR, auto dialer, call analytics, intelligent call routing, and phone recording systems for small businesses as well as enterprises.

Setting up Exotel’s phone system is remarkably cost-effective and doesn’t require additional infrastructure investments. You can also avoid incurring hefty operational expenses expense with the flexible pay-as-you-go pricing model that can accommodate your business’s evolving needs. However, our user-friendly interface facilitates the rapid deployment of your system within minutes without needing a technician. 

With Exotel, you can contact your customers through a single number. This can help increase call pick-up rates and reinforce your brand recall. Ultimately, you can elevate customer satisfaction and conversion rates by reducing call drops and customizing call flows. 

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