Communication is the backbone of any successful organization, especially in today’s fast-moving business world. One needs an effective and stable office telephony system, whether internal coordination or interaction with customers at an external platform. Digitization has replaced these traditional phone systems with more advanced cloud telephony solutions. But the question is: with so many options available, how will you choose the right system for your office?
Here are the top five features for selecting an office telephony system.
- Scalability and Flexibility: Scalability is one of the basic requirements of an office telephony setup for every user. As your company grows, so do its communication needs. You want a system that doesn’t make massive infrastructure changes by adding new lines, extensions, or features. Scaling is unmatched with Cloud Telephony solutions. Since the solution is cloud-based, you can scale up or down at unbelievable speeds without investing in more hardware. This can be very helpful for companies that have seasonal demand or are going to expand.
Why It Matters: Cost-Effectiveness: Avoid the high costs of upgrading traditional phone systems.
- Integration with Other Business Tools: In today’s digital workplace, there is a need for communication tools and business systems to work in harmony. Find an office telephony system that can integrate into your existing CRM, email, and other software applications. This gives you one integrated experience wherein all your customer interactions, sales data, and support tickets live in one place. Most cloud telephony systems come with powerful APIs and prebuilt integrations to easily connect your favourite business tools. That level of integration will help streamline communication and boost productivity manifold by reducing toggling between disparate platforms.
Why It Matters: Improved Efficiency: Centralized communication and data improve response times and overall efficiency.
- Features of Advanced Call Management: Modern office telephony must also be supported by sophisticated call management features, extending much beyond just making and receiving calls. This is highly important, especially where call volumes are high. Such features as routing calls, call forwarding, sending voicemails to e-mail and placing a queue call that routes a customer to the right person in the shortest time are the expected ones. Most of the cloud telephony solutions have a lot of call management features. You could set up an IVR system that automatically answers calls and then reroutes the calls to any particular department or agent. Some other interesting pieces are call recording and analytics, which give snapshots of how teams perform and how customers interact with them.
Why It Matters: Better Customer Service: Advanced features ensure that calls are handled efficiently, thus resulting in higher customer satisfaction.
- Mobility and Remote Work Capabilities: With the growth of teleworking and mobility in offices, getting a telephony system with continued functionality becomes very important. Look for an office telephony system to help employees make and receive calls from any place using their mobile devices, laptops, or tablets. Being cloud-based, it is inherently mobile-friendly and enables your team to remain remotely connected. This can be accessed using a mobile application or directly from the web interface to let the employee access the telephony system to work effectively from wherever he/she may be working from its home office, out of town, or any other remote location.
Why It Matters: Greater flexibility: Anywhere access, still have essential communications tools available to them
- Security and Reliability: Security is the first and foremost factor for an office in telephony. Business communication is filled with elements of sensitized information. Hence, you need a system secure enough to save your business from any threats, including hacking, eavesdropping, or violation of data. Most large cloud telephony providers use security features that include the latest encryption, multi-factor authentication, and regular security audits for your data. Also, ensure that the system you decide to go with proves reliable with guaranteed uptime to keep open communication channels whenever you like.
Why it matters: Data Protection: Protect your business communications from cyber threats.
Conclusion
The right investment in office telephony systems keeps communication within and outside your organization- externally with customers- effective. You can select a system with scalability, integration capabilities, advanced call management, mobility, and security features that best support your business objectives and make you competitive in this growing market.
Among them, Cloud Contact Center Software solutions bring the required flexibility and features for modern businesses. Be it a small startup or a high-end company, incorporating a cloud-based telephony system will massively help in cost reductions, operational efficiency, and improvisation in customer service. While purchasing, consider how the right office telephony system will change how you communicate, simplify processes, and ensure business growth.
