Do you operate a busy call centre, but find you’re groaning under the weight of incoming calls (and not just during peak calling periods)? Are you quickly discovering that your call routing or forwarding function no longer cuts the mustard? Are you paying through the nose for calls or lacking collaborative ways of working?
Research from the Citizen Advice Bureau found that over 30 percent of SMEs are concerned with the lack of reliable phone or internet service.
It’s a familiar story – we often hear of businesses that are struggling to deal with poor, outdated business phone systems. For example, one client we talked to was experiencing high calling rates using ISDN as well as having to pay for call costs between their offices. They used a mixture of legacy digital and IP phone systems with multiple support contracts and a large estate of analogue devices. There were limited collaboration tools in place, and their support desk was finding it difficult to manage the range of PBX vendors across the enterprise.
There are solutions available now that can bring your call and line technology up to speed, enable you to upscale simply when you need to, but not cost you more than you are already spending. And there are likely cheaper tariffs available compared to the one you are on now.
Any communications vendor should be looking at your business, how you work and what you want out of your office phone system. Do you want to be able to communicate between offices? Do you need a backup line if the first one fails? At the end of the day, every business should have strong telephony resilience, immediate scalability and industry-leading call plans. Let’s look at the three main types of business phone system available:
1. Hosted Telephone System
One way to take the pain out of business telephony is to use a hosted system. This is a fully integrated communications solution that is hosted by a third party. It offers your business the scalability and flexibility you need now and in the future. The vendor will handle call routing and switching as well as all maintenance – which means you can relax and get on with your everyday business. It also gives you access to the highest standard of lines and best routing of calls – and access to collaboration tools, softphones, mobile clients, omni-channel contact centre plus all the standard features of an on-premise telephone system.
The host company will monitor and manage your business phone systems to ensure your business is always running at its optimal level, with appropriate SLAs in place. It will also provide access to 24/7 technical support, so any problems you do encounter can be dealt with quickly. The focus will always be on keeping your business operational.
2. Hybrid Telephone System
This system gives you the benefits of enterprise-level features associated with VoIP. Not only will you have access to DDI, voicemail, and conference calling – you will also have access to industry-leading IVR. All while also allowing you to retain complete control and ownership of your existing hardware.
When might a hybrid solution be the best option? When you have businesses with remote or multiple offices. A hybrid system allows you to deploy new sites without investing in new infrastructure while maintaining your existing hardware – a great option for expanding businesses.
3. Onsite Telephone System
By keeping your hardware onsite, you retain full control of every element of your phone system. You will have access to all the usual features – DDI, voicemail, conference calling, call control, messaging and more. An onsite system can also be integrated with your existing CRM system. This allows your employees to access features such as call popup, click to dial, and call recording logging quickly and easily.
Whichever solution you choose should match your business needs and reduce costs while giving you access to industry-leading functionality.
Elite Group is the UK’s leading unified communications provider. We supply businesses with a range of next generation communication technologies – including hosted, hybrid and onsite telephone systems.