Choosing a Communications Solution – 5 Questions to Ask
Effective communication is essential for success. Yet, legacy phone systems don’t always support today’s business needs. You need a communications system that has the flexibility, mobility and reliability to compete in today’s fast-paced business environment.
Ask yourself these 5 questions to ensure you choose the right solution for your business:
1 Does the phone system scale to meet your growth needs?
Managing growth is hard enough without worrying that your phone system can’t keep up. Choose a solution that can accommodate your growth needs for more users and/or locations with an architecture that doesn’t over-tax your IT resources. It should expand easily in both size and application options scaling from voice to unified communications with minimal disruption.
Also, consider the ways employees and customers will need to connect and collaborate in the coming years. A communications solution that integrates voice and conferencing services, messaging, email, mobility, web collaboration and contact center will ensure your business is prepared.
2. Will the phone system improve employee productivity?
Twenty seven percent of workers cite communication problems as the reason for daily project delays.1 The more time employees spend trying to connect, the less time they have to collaborate and solve problems.
Choose a communications solution that makes it easy for employees to collaborate in the office, on the road or at home. It should integrate applications and give users the same experience no matter what device they use. In addition to increasing productivity, a solution that gives employees more mobility and flexibility is likely to increase job satisfaction as well.
3. Is the phone system cost effective?
Legacy phone systems can cost more than you think when you look at maintenance, trunking and the cost of obsolete hardware. Limited functionality can also mean you are paying extra for services that are included in today’s communications systems.
Using a single platform to manage voice, video and collaboration can reduce costs for communication services, such as telecom bills, conference calls, and screen-sharing/webinar services. Today’s communication solutions deliver all this functionality internally, reducing expenses and allowing for richer collaboration resulting in less business travel.
4. Do you need IT resources to manage the phone system?
Do you have the time and IT resources to set up, manage and support a phone system? Many older phone systems are no longer supported by the manufacturer, which means troubleshooting issues, managing upgrades, and adding phone systems require an internal team.
Look for a current solution that is supported by the vendor with ongoing software updates that include new features and upgrades. Support should be delivered on demand through webbased management tools, allowing your IT resources to be used efficiently.
5. Does the phone system enable a superior customer experience?
Flexible, personalized communication is critical in differentiating your business from competitors. With a fully featured system, you can deliver an engaging, customized experience for every customer – all from one communications platform. Make sure your phone system offers customers different ways to contact you – phone, social media, email, web chat and mobile apps.
Consider options to tie in data from CRM and other apps for efficient, intelligent service. A contact center gives you the ability to have relevant customer information pop-ups accompany incoming calls and access to customer data and call histories. Knowing more about your customers gives your team the ability to solve their problems faster.