It can be challenging to understand the complicated features when wading through the comparisons whilst researching your new phone system, especially for something which is crucial and at the heart of any business. Relax; we are here to help.
We will cover everything with you, from assessing your business requirements to comparing features, benefits and pricing, whether you require an easy-to-use phone system for a small business or a large multi-site corporate solution, specifying, installing and maintaining a cloud or hybrid telephone system.
I want you to know that to make sure that your business-critical elements are covered within the scope, we will guide you through the process, allowing for additional advanced features such as call recording if this is your priority.
What is a Business Phone System?
An office phone system can vary greatly depending on the size of your organisation and the workflow’s communications needs. Your business may employ 20 or 500 employees, and each business requires a different set of telephony needs. A small business phone system designed specifically for small companies may be easy to use and perfect for your size and needs. Yet, it will not incorporate the additional suite of software needed to deliver the communications needs of a larger business or corporate infrastructure.
A professional phone system, or PBX, is a telecommunications network companies utilise to manage and distribute their calls. It allows employees to make, receive, and transfer calls and access features like voicemail, voice-to-text, and call forwarding. There are three main types: traditional landline systems, VoIP systems (Voice over Internet Protocol), and cloud-based virtual phone systems. Each type has its own range of built-in and additional features and offers a unique blend of benefits to suit businesses’ needs.
Traditional landline systems transmit calls using physically installed phone lines. VoIP systems use the Internet to transmit voice as a data transmission. Virtual or Cloud Phone Systems operate entirely in the cloud, eliminating the need for on-premises hardware.
Your choice of phone system may depend on budget, scalability, and system needs. Setting up a basic system is usually straightforward, especially with cloud-based solutions which offer easy installation and even remote configuration.
What Types Of Business Phone Systems Are There?
There are four main types of system: the basic Key System Unit (KSU), the advanced Private Branch Exchange (PBX), the innovative Voice over Internet Protocol (VoIP) and the Cloud Hosted Voice Platforms. Each system provides a unique set of features to meet different business communication needs.
Key System Unit (KSU)
KSU uses traditional landlines, limiting the number of phone lines it can handle. These systems are simple and have traditionally been ideal phone system for small businesses. They resemble home telephones but lack portability and scalability. KSU systems require a central switching device and manual line selection. Due to these limitations, small business owners are choosing wireless or dect and hybrid telephone systems as KSU’s are restrictive and becoming less common and will soon be phased out.
Private Branch Exchange (PBX)
Unlike KSU, PBX systems are connected and productive, as the software is designed to offer flexibility with cloud-based and on-premises installation options. They are suitable for growing or larger organisations and provide more automation and routing options, making them ideal for many organisations.
Traditional PBX installations often need an element of on-premises hardware installation, while hosted PBX systems use cloud technology for more straightforward setup and maintenance. PBX systems often require a UPS (uninterruptible power supply) and can provide advanced features like ACR (automated call routing), Auto-Attendants, and ACD (Automated Call Distribution). However, be aware that more traditional options require physical updates and maintenance, unlike modern Cloud or VoIP systems.
VoIP Phone System
VoIP allows voice to be converted to data, enabling internet-based calls, while a hosted PBX server ensures smooth connections to other phone networks. These systems use the Internet for communication, offering flexibility and access from anywhere.
They are scalable when increasing the number of SIP phone telephone lines and easy to use, but they need a stable internet connection to ensure the best performance. The right VoIP technology provides clear, reliable and sharp calls. Hosted options eliminate the need for lengthy installation and high maintenance costs synonymous with traditional PBX installations.
How to Choose the Right Business Phone System for Your Business
The ideal communications supplier will offer a number of solutions designed to keep you ahead of the game, and will have access to a range of telephone system accessories. They will have professional relationships with multiple telecoms business partners, and know exactly the right questions to ask you, to uncover the needs of your business, whether multiple phone lines are required, and whether you need deskphones, enabling you to choose the right business phone solution for your organisation.
They should be able to explain the different types of telephone systems to suit the size of your business and will work with a range of business systems from Yealink to BT. They will understand your need to stay connected and explain that hybrid telephone systems allow you to do this wherever you are, ensuring that your clients can contact you whenever they need you. This guide will also help you make an informed decision.
What is Your Current Setup?
Are you starting a new venture or upgrading your setup? These are important questions. Installing a PBX system might not be feasible without the existing infrastructure, as digital has mostly replaced the range of analogue systems.
IP PBX systems are easier to set up and use, but you’ll still need to buy equipment and handle licensing, which can be time-consuming. Choose a system with an easy transition. If you’re new, consider a virtual setup. If your business has hard phones and landlines, you might prefer to keep them instead of switching to a virtual system.
How Many Calls Do You Manage?
A stable analogue connection is beneficial if you handle many calls (both inbound and outbound). Consider having a digital backup for infrastructural issues. Analog systems take a long time to implement for large teams, and fully virtual systems may have reliability problems depending on your broadband and telephone network.
Virtual systems are ideal for flexible needs due to seasonal changes. Adding or removing users in PBX or IP PBX requires extra hardware and may lead to a surplus. Virtual business phone subscriptions are flexible and easy to adjust as needed.
What is Your Budget for Investment?
It is important to compare pricing as the cost can vary tremendously, and ensure that you sanity check lease prices before signing lengthy contracts for a phone system package. There is a vast range of telephone system solutions, and it is important to understand the type of system that will work for you.
To consider the right phone system, compare both upfront and ongoing costs. A PBX has high initial costs for hardware, licensing, and installation. An IP PBX is less costly, depending on hardware responsibility. Both have ongoing costs like software updates, equipment maintenance, and hardware replacement. SIP phones are pricier than traditional ones, but PBXs need replacement every five to seven years.
A virtual solution has no upfront or maintenance costs but charges a per-user, per-month fee. VoIP technologies need enough bandwidth for users to make and receive calls. The cost of a reliable internet connection must be considered for both IP PBXs and virtual business phones.
How Do Your Employees Operate?
If you want to change your system, expect an adjustment period with new technology. Whether it’s a new hard phone or a virtual interface, it will take some time to get used to it.
A PBX system with hard phones won’t work for employees who work on mobile phones. IP PBX setups are more mobile but still need an internet connection, which isn’t ideal for mobile use. A virtual VoIP system is better for a mobile workforce; users can access their softphone from any device, anywhere.
If you want your team to work remotely, choose a virtual browser—or app-based system. This allows your team to work from anywhere and access their sessions, contacts, and logs from any location.
Which Features are Most Important to You?
To choose the right system, focus on the features you need, such as whether you’ll be able to use call recording, conferencing and video calling, voice and data, and whether it is easy to use. It is also important to know whether you want to use desk phones, need a switchboard, are looking to make many international calls and whether your users need to access a mobile app.
Systems should designed to help your team stay connected wherever they are across the UK and beyond. Virtual phone systems, though new, offer call waiting, transfers, and intelligent routing, similar to PBXs and IP PBXs. These features are more stable on hard phones due to their longer existence.
Virtual phone systems excel in innovation. They provide real-time monitoring and call recording, and the included monitoring software is accessible even to those without data analysis expertise.
Customer retention is crucial, making it important to measure customer satisfaction, product adoption, and engagement. Call monitoring helps businesses improve customer interactions, which is key for small call centres focused on customer service.
How Reliable is Your Office’s Internet Connection?
Choosing a PBX system means not worrying about your phone system’s connection. However, this setup is outdated.
High-speed, reliable internet with matching upload and download speeds is now widely available even to small businesses. This benefits online businesses and supports IP PBXs and virtual systems. Without reliable internet, your phone lines won’t work.
10 Benefits of a Business Phone System
Let’s look at the main benefits of professional phone systems for companies.
1. Cost Savings
A business doesn’t have to buy each employee an expensive smartphone with a corporate phone system. You can use one phone set and connect more handsets for better access. These handsets are much cheaper than cell phones.
2. Streamlines Communication Flow
Professional phone systems are made to improve communication within a company and with customers. They offer call and skill-based routing, letting staff redirect incoming calls to the right person. You can also handle business communications from your cell phone using call forwarding.
3. Tracks and Manages Calls
Professional phone systems simplify call monitoring and management. They allow businesses to create call flows so important calls are always answered. Companies can track marketing success and team productivity using call recording.
4. Increases Interaction Speed
A corporate phone system handles important calls directly and transfers less urgent ones to the right employees. This ensures prompt responses. In business, returning calls quickly is crucial, whether they’re from clients, partners, or employees.
5. Improves Sales Potential
Customers who receive good service are more likely to buy from you. A company phone system helps you answer calls better, increasing the chances of closing deals and making more money.
6. Improved Customer Satisfaction
A good phone system ensures customers get the help they need quickly. It improves the overall experience by reducing wait times. Features like call routing and forwarding lead to faster resolutions. Satisfied customers are more likely to be loyal and recommend your business.
7. Ease of Use
A good phone system is easy to use. Employees can learn to navigate it quickly. This reduces the need for extensive training. Simple interfaces mean faster adoption. This helps in maintaining efficiency and productivity. A hassle-free system saves time and reduces frustration.
8. Improves Company Image
A business needs to be reachable to get positive word of mouth. Happy customers recommend a company’s service or product to family and friends. Customers often share their experiences with your brand on social media. How a company treats its customers directly impacts its brand image.
9. Enables Advanced Features
Professional phone systems offer advanced calling features not available on cell phones. They show call analytics to improve communication. Other features include call forwarding, anonymous call rejection, and call routing.
10. Keeps Your Private Information Private
A professional phone system keeps personal conversations and data secure. It separates personal and business calls. This way, you avoid giving out your private number. It also safeguards sensitive information. This is essential for maintaining professionalism and confidentiality.
Advanced Features of a Business Telephone System
Professional phone systems include advanced calling features to improve organisational communication. Here’s an overview of the top calling features you can expect from a reliable business phone service:
Call Forwarding
Call forwarding redirects incoming calls to another number. It’s a common business phone feature that forwards calls to the relevant team member. If an employee is unavailable, the call rings to a coworker’s office phone.
Smart Routing
Intelligent call routing is a key telephone feature of a business phone system. It uses company-set conditions to ensure productive communication and directs incoming calls to the right sales rep or support agent.
Call Waiting
Call waiting helps with inbound customer calls. It allows you to handle one call at a time. After finishing one call, you can pick another from the queue.
Voicemail
The voicemail feature allows you to listen to and manage recorded messages from customers or employees. It stores these messages in a digital mailbox for easy organisation and call management.
Call Recording and Tracking
Call recording is a valuable feature for businesses. It lets companies review calls to understand what was discussed. It also allows monitoring of employees’ call history to track performance and productivity.
Auto Attendant
An auto attendant is a common calling feature that saves time when handling incoming calls. It removes the need for a person to forward calls to the right department. Businesses can send incoming calls to specific extensions according to the callers’ choices.
Why It’s Time to Upgrade Your Business Phone System
As businesses evolve, so do their needs for effective communication. Modern business phone systems are crucial to connecting with clients and team members. They offer essential features like call forwarding and recording. It’s important to have a system supporting your company’s growth. Upgrading your phone system improves service quality. It also ensures reliable and clear communication. This change can save money and increase efficiency.
Zexi work with a range of leading VoIp Providers including Wildix and 8×8, and with more than 30 years of communications knowledge, it is easy to set you on the right path. Our team will work with you to ensure your systems are up-to-date for maximum productivity.
FAQs
What’s the difference between a business phone service and a business phone system?
A business phone service is part of a professional phone system. It allows you to make and receive calls, which is the main function of such a system. Without it, a business phone system isn’t practical.
The right system will offer more than call functionality. Features like IVRs, call routing, and voicemail build on the phone service, making communication more effective.
Many systems will also support video conferencing, text messaging, and internal messaging. These features distinguish a professional system from just a phone service.
What is a VoIP phone for business?
VoIP technology converts voice signals into digital data that travels over the internet. It reduces phone costs and increases flexibility for remote workers. Employees can make and receive calls from multiple devices like computers and smartphones.
How much do business phone systems cost?
Depending on size, a PBX phone system can cost your business between £160 and £1000. A VoIP system for small businesses ranges from £30 to £800 per month, based on the number of users and the length of the lease (which should be no longer than 5 years). The cost can vary greatly between hihi systems, or hihi business phones, to wildix and yealink and it is important that you obtain several comparable options.
