With the enormous growth of the cloud and the many premise based phone system manufacturers still out there beating on every business door, it can be extremely difficult to sift through the rhetoric and find the right phone system that meets your needs and budget. There are endless choices of platforms and software to choose from. So, where do you begin?
At VocalPoint we believe collaboration is key to finding the right solution. So, here are a couple of tips to consider when upgrading or purchasing your new business communication system; whether it be on premise or cloud based.
1. Internal Collaboration
When seeking a new phone system or Unified Communications solution the first thing that a business needs to consider is Collaboration. How do your customers want to collaborate with you? And, how do your employees want to collaborate internally? Often, this can come down to a company culture issue. Is your company made up of primarily millennials or are your employees mostly 40+? There is a stark contrast in how each group will communicate and collaborate.
Millennials grew up with on demand video calling, text messaging, and instant messaging. The expectation of a response is immediate to relatively quick with this group. Consider how fast news travels via social media today. Bottom line, give a millennial a soft phone on their cell phone or a Skype For Business account and they’ll feel right at home being able to see presence of their peers, click-to-conference, click-to-video, etc.
In contrast, if your company is made up primarily of mature adults that are not big on social media, then technology upgrades may go unused and be a waste of time and money. In some businesses there is still something to be said for having a physical phone that you can simply pick-up and dial, answer, page, etc.
2. External Collaboration
Consider how you want to communicate with your customers and how your customers want to communicate with you. Do your customers expect a live person to answer their call? Do they expect self-service features such as the ability to check account information? Maybe they expect online chat integrated with your website. We’ve even seen customers of ours that needed to be able to Instant Message with their external clients (i.e. Federation). This can certainly be done via Jabber or Skype for Business.
Make sure to survey your employees to figure out their collaboration needs. Ask them what’s most important to them. And, don’t be afraid to ask a sampling of your customers what their expectations are. All of this information will go a long way to helping you decide on your next phone system.
As always, feel free to reach out to VocalPoint for advice. We will consult with you and your team to ensure that you find the right solution. And, we’ll guide you through the procurement, design and installation of your new phone system and make the process smooth.