Modern telephone systems - Key to operational efficiency

There has not been much innovation in telephony since the VOIP revolution, but every telephone service provider is still claiming to have the best quality at the cheapest rate. With all this competition in the market, what is the real differentiator in today's highly competitive telephony environment?

As legacy PBX systems continue to die off, companies are making a conscious effort to wade through the confusion and figure out what can benefit them most in a cost-effective manner.

Business telephony is a commodity, with standard features like call forwarding, call back, call waiting, caller ID, call hunting, least cost routing, interactive voice response and teleconferencing. The question is, what makes one telephone system better than another

Local product and support

A key consideration when choosing a telephony solution is proprietary software that is locally developed, it allows the vendor to have maximum control over development direction and features.

Innovation

Innovation is the strongest differentiator. All providers push PBX functionality but the truth is, PBX functionality is literally a commodity that has been available since the 1970s. It's not new or innovative, true business telephony innovation lies in three areas – control; integration; and management and cost reporting."

Control

Use technology to do the work and create beautiful easy-to-understand user interfaces that empower customers. Would you use a bank that does not offer Internet banking? Of course not. The reason is, it is disempowering and forces you to rely on outside assistance.

Additionally, technology must enable businesses to control their telephone system –  simply and easily. Management should have the ability to quickly and effectively see cost reporting across the organisation. It empowers businesses to take control of communication costs without a heavy administration burden.

Management reporting

Cloud based systems offer its customers full control and reporting over their telephone system. An easy-to-use Web interface allows them to configure the system to their specific requirement. The automation functionality of the cloud-based system means lower costs and higher efficiencies, while giving business owners direct access and agility to respond to changing demands.

User extension reports allow managers to view activity and productivity of users on the phone. It enables accountability, workforce management and provides insight into customer and sales communications and businesses.

Companies can now assess their call costs and determine exactly which users and departments are costing them the most.

With Cloud based systems one is now able to manage PBX's high level functions and also one's day-to-day operations from anywhere and at no extra cost. Detailed reports, real-time monitoring, call tracking, and trend data etc.

Integration and automation

By automating and also integrating your cloud telephone system with a CRM system in the cloud, executives can now have activity tracking combined with call tracking and recording at their fingertips. Enterprise class business cloud services remove complexities, automate processes and simplify everything. This allows businesses to focus on their core service offering instead of their IT infrastructure.

An innovative cloud PBX is the ideal solution for existing and emerging workforces who demand constant connectivity and productivity from anywhere – any time. No more unnecessary long-term contracts, high call costs and opaque billing.

A cloud-based telephone management system that will help company executives manage, control and analyse every element of their telephone system with precision. It provides all the communication features needed to keep businesses operationally efficient, no matter where or when."

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