| Business telephony has come a long way since the | | | | transfer options, rather than sending calls to specific |
| days of switchboard operators - or even automated | | | | extensions. Indeed, a number of small businesses have |
| PBX systems that replaced them in the 1980s. In | | | | gotten to the point of just buying mobile phones for |
| addition to technological improvements, more | | | | everyone who needs an office phone number, and |
| businesses are needing a broader range of features | | | | getting an unlimited voice plan. This especially makes |
| with their telephone products, ranging from a central | | | | sense for modern distributed offices where all the |
| server and call forwarding system, integrated | | | | employees work remotely; being able to call when out |
| message recording systems, call volume statistical | | | | with a client is handy. For businesses that need a bit |
| packages and more. | | | | more functionality than that (like being able to get a |
| For example, the telephone system needed to run an | | | | central repository for voice mail messages), the pure |
| effective call center needs to take incoming calls from | | | | mobile solution is no longer sufficient, and a dedicated |
| a central hub (and that hub needs to be able to handle | | | | land line is needed. |
| the full range of possible calls), then distribute them to | | | | Similarly, if your business (large or small) relies on a toll |
| call center workers. It's also important to keep track of | | | | free number, you'll need a call center system to handle |
| details like the average length of call (overall), and let | | | | it, one that will greet the customers and present them |
| call center employees log into the system and log how | | | | with a set of automated response systems to route |
| many calls (and their average length) as well. | | | | them to the right person. These can take a surprising |
| Large offices also have specific telephone system | | | | amount of time and expertise to set up. You need to |
| needs, from voice mail systems (including full voice mail | | | | diagram out each layer of the menu system, test it |
| customization systems, security pass codes and | | | | with actual people calling in, and then see where they |
| more) to call forwarding, conference calls and | | | | get frustrated and give up. Most small businesses who |
| regulating outbound long distance calls. The constraints | | | | need an automated menu system don't budget for this |
| on a large office phone system is usually price; most | | | | time and effort appropriately. |
| large office telephone systems are bought as the best | | | | Whatever your business' growth plans are, you will |
| that could be afforded at the time they were installed, | | | | always need to have clear and effective |
| and sometimes (but not always) they can be | | | | communications with your customers, your vendors |
| upgraded to have enhanced capabilities down the | | | | and your employees. Getting a telephone system that |
| road. As a general piece of advice, it's better to spend | | | | not only meets your current needs, but can be |
| extra for upgradability than to maximize feature sets in | | | | expanded to meet your future needs is an important |
| the initial installation service. | | | | decision and capital outlay. Take the time to research |
| Smaller businesses can get by with less features | | | | all the options, including the ones you don't need at the |
| telephone systems, with simple three to ten call | | | | moment, but may need in the near future. |