Telephone Systems

There are several options for business telephone systems and picking the right system for your company can significantly improve your communications workflow. This article guides you through the available options and takes a look at their features and advantages. By the end, you should be geared up to pinpoint the right system for your business.

How do business telephone systems work?

Although business telephone systems use the same basic concept as traditional, residential phone systems, they tend to offer more features. This means you and your team will still be able to make and receive calls and, in addition, depending on the phone system you use, you will also be able to benefit from the following features:

Handling of multiple calls

Company growth usually comes with a large volume of outbound and inbound calls. Most business phone systems have multiple call lines to handle this.

Call transfer

Phone conversations can be transferred between employees, or a client call can be transferred from one employee to another.

Conference calls

Meetings can be scheduled with members who are remote or not in the same location.

Automated call attendant

Companies can attend to clients by answering and transferring their calls automatically or greeting them and giving them instructions through electronic means.

Call recording and monitoring

This allows you to check on employee performance. The recordings can be used for sales or staff training purposes.

Call forwarding

Clients can dial a work number but if the employee is not at work, the call gets forwarded to them.

These are just a few ways corporate phone systems can streamline communications for small and large businesses alike. However, since businesses have unique needs, it is best to go with a telephone system that offers the right kind of corporate technology for your company. Next, we will look at the top three business telephone systems, how they work, their features, and what they can do for you.

Multi-line telephone systems: A quick overview

PBX telephone systems

PBX is short for private branch exchange. This type of telephone system is a little more advanced than the multi-line system and thus, offers more in the way of features. One notable feature it has, for example, is automatic handling of calls. 

An automated attendant picks up the call, greets the caller, and takes them through the available options. The caller then presses the number that corresponds to the department they want to reach. The PBX system uses a programmable switchboard, and this allows the automatic attendant to route the call to the appropriate extension.

Another strong-point feature of the PBX system is that it is possible to bridge it to the internet. That means voice and video communications can happen over the internet. In addition, this digital PBX system can integrate with other software and record data about call volumes and times. If you have an analogue PBX system, you can cleverly convert it to a digital system using SIP trunking. Lastly, there are also PBX systems that can be hosted entirely in the cloud, eliminating the need for installation and maintenance of hardware.

PBX telephone systems: A quick overview

VoIP telephone systems

Voice over Internet Protocol system (VoIP) is more advanced and innovative than both multi-line and PBX telephone systems. They are sometimes referred to as IP PBX telephone systems since they work similarly to PBX systems. The only difference is that the VoIP system functions entirely over the internet instead of using the traditional phone line. 

With a computer and a strong enough internet connection, your company can even communicate with clients from different countries. Naturally, this impressive technology is a bit pricier to set up, but it becomes cheaper in the long run since long-distance internet calls tend to be less expensive.

VoIP telephone systems: A quick overview

Why is a business telephone system an important investment for your company?

Now that we have explored what business telephone systems can do, it’s apparent they have much more to offer than garden variety telephone systems. We will dig some more and examine how they can contribute to more smooth-running and efficient business operations:

Improved customer interaction and satisfaction

All three business telephone systems can help you achieve better client success. Let’s look at what each type of system has to offer in this area.

Multi-line telephone systems

• Customer calls are easily accommodated through multiple lines.
• Customers can place a direct call to the department they want to reach without having to talk to a receptionist first.

PBX telephone systems

• An automated attendant can handle client calls efficiently and also route the calls to the correct extension lines.
• Integration with CRM can further enhance your customer relationship management.
• Call forwarding ensures customers can always reach the right team member to help them with their needs.

VoIP telephone systems

• An automated attendant can handle client calls efficiently and also route the calls to the correct extension lines.
• Integration with CRM and other advanced software can further enhance your customer relationship management and other vital operations.
• Call forwarding ensures customers can always reach the right team member to help them with their needs.
• Voicemail functions can record customer calls, so they can be attended to when your company’s team members become available.
• Hold on messages, and music to keep customers entertained while they wait.

Business expansion through remote working functions

Nowadays, business operations can be carried on-site or extended out of the office, thanks to various features offered by business telephone systems.

Multi-line telephone systems

• Allows for internal and external communication simultaneously.

PBX telephone systems

• Allows for internal and external communication simultaneously.
• Call forwarding allows you and your employees to handle customer queries while on the go or at different locations.

VoIP telephone systems

• Allows for internal and external communication simultaneously.
• Call forwarding allows you and your employees to handle customer queries while on the go or at different locations.
• Cloud-based functions enable you to set up office any place, any time.
• Many devices can access one number in different locations.

Revamped internal communications

Charity begins at home, and this absolutely applies to company communications. Business telephone systems are not only designed to foster effective external communications with clients, but they also improve internal communications between your team members and different departments. 

Multi-line telephone systems

• Allows call transfers between employees.

PBX telephone systems

• Allows call transfers between employees.
• Conference calls enable groups of employees to hold meetings and communicate effectively.

VoIP telephone systems

• Allows call transfers between employees.
• Conference calls enable groups of employees from different company locations to hold meetings and communicate effectively.
• Can be integrated with the right software to allow instant messaging between employees.

Multi-line telephone systems

• Each employee or department can have their extension line, which eliminates re-routing of calls and saves time.

VoIP telephone systems

• Automated receptionists can handle client calls and carry out other functions that reduce work time for employees.
• Fast call forwarding and transfer expedite quicker handling of customer issues.
• Software integration allows for more streamlined business operations, such as using recorded call data to improve employees’ performance.

Why is a business telephone system an important investment for your company?

Now that you’ve some essential information about the different types of telephone systems at hand, you can pinpoint the right system for your business. To help with the process here are a few questions to think over:

Do I want my business to expand any further?

Suppose you’re looking to scale up your business operations down the line. That certainly factors into your decision to invest in a business telephone system. In this case, it might be best to forego the cheaper multi-line system in favour of the more advanced PBX and VoIP systems.

The costs are easily offset, considering that multi-line systems are limited in the number of calls they can handle at the same time. At best, they offer very basic features that may not be able to accommodate your expansion. PBX and VoIP systems, on the other hand, are more expensive to set up, but they can be bridged to the internet, which opens up a lot of room for expansion and a more successful venture. In addition, you get software integration, efficient call handling, and other automated features that allow for a smooth upscale.

What features appeal to my business?

If you know how your business works inside out, it is easy to browse through the main features of the different telephone systems and spot pick the ones that appeal to the nature of your business. These features will stand out because of what they can do for your business. 

 For example, if you’re struggling to accommodate the number of incoming calls at your company, you might get interested when you notice that PBX and VoIP systems are not limited to a few phone lines. If you wish to have your employees work remotely, you’ll need a PBX or VoIP system to set up a call-forwarding function. 

If you wish to step things up even further with advanced software integration, call data analysis, and other innovative features, then a VoIP system will appeal. On the other hand, a multi-line system works just great and will save you on costs if all you’re looking for is a basic system that can adequately handle low volume calls. 

Should I host on-premise or in the cloud?

When you self-host, all the equipment and hardware for your telephone system will be housed on company premises. That means your IT employees are responsible for any upgrade, repair, and maintenance issues. In contrast, cloud systems are housed and managed by a third party who charges for the service. The telephone system will be stored in the cloud instead of your servers. The only maintenance costs you’ll have to worry about are for your handsets. 

Self-hosting is ideal for businesses that want to retain control of their telephone system and who at least have enough IT knowledge and the budget to set up on their own. If you wish to self-host, then all three systems have this capability. However, multi-line systems are cheaper and easier to set up without a dedicated IT team. 

For cloud hosting, your choice is between PBX and VoIP systems. These are suitable if your business doesn’t have a dedicated IT team on board. They’re also a great option if you want employees to be able to access the system remotely. Your service provider will charge a small monthly fee to handle your telephone system leaving you free to do what you do best.

Which supplier should I reach out to?

If you do a quick search, there may be no shortage of suppliers, but, unfortunately, that doesn’t make your job any easier. It can be tedious to compare numerous quotes while trying to figure out which supplier has your best interests at heart. Picking the right supplier will absolutely determine whether your company experience with the new telephone system is positive or not. Look out for the following in particular: 

• Make sure you analyse and compare the different packages on offer as well as the corresponding prices.
• Visit online authority sites to check out the reviews for any supplier you’re interested in. Are they legitimate?
• If you have settled on a supplier, go through the contract with a fine-tooth comb. Make sure you’re happy with the stated fees, terms, contract length, and other conditions.

What does my budget look like?

Typically, the cost of a telephone system increases as more features get added. Your company budget is also a good indicator of which system is right for you. Keep in mind that the total cost of your telephone system also depends on other factors such as:

• Hardware – For example, handsets, routers, and cables – If the system requires more hardware to set up, it’s likely to be more expensive.
• Installation – advanced systems require a more complex and costly installation.
• Multiple-lines – Systems that offer a greater number of lines are pricier.
• Maintenance costs – Some telephone systems require a dedicated IT team, and that can work for you if your telephone system budget is quite substantial.