In the following post, we’ll walk you through the ins and outs of what it’s all about and help you decide whether or not it’s the right decision for your company.

What is a PBX System?

PBX is an acronym. The letters “PBX” stand for the word “Private Branch Exchange”, and it’s become ubiquitous to the modern office. The system effectively creates a web- a local network of telephones which can also connect to the outside world.

What PBX is can be thought of as a central box (as it most oftentimes literally is a physical box somewhere in the office). All the phones in the office are connected to that box, and that box is in turn connected to the outside world. When a ring is incoming, the private branch exchange can handle incoming ring and move them from one internal phone to the next (known as ring transferring or forwarding). It can also manage internal ring, where the phones in the telephone network can ring each other (each with their own extension).

That way, when people ring into the office, they don’t ring each salesperson individually (unless they know their extension, that is); rather, they ring a single central phone number and then the call is meted out further to the correct person.

PBX History

Past

PBX systems originated just before the middle of the 20th century. Early variants were either manual or were automatic, but both were “private” (in the sense that they were used in private companies or government offices).

Present

Nowadays, physical boxes are significantly smaller than they once were, and are relatively easy to keep somewhere on-site without it taking up too much space or being unseemly.

Future

The future is, like everything else, digital: the IP-BX (combining VoIP systems and the branch exchange) is taking the industry by storm, as it does not rely on a physical box and instead “exchanges” all the “branches” via cloud servers.

How Does a PBX Work?

As discussed previously, there are currently two forms of PBX systems: the older physical PABX boxes, which all the telephones in a given area are connected to via cables, or newer IP-BX systems, in which all the connected phones are linked via the internet. When a call is incoming, it can be split off to whichever person the caller wants to reach. Linked telephones can also

Traditional PBX relies on actual wires to link everything. While the original variants of this phone system required a person to man the box by literally switching the wires, now the wires can “switch” themselves electronically.

With newer, internet-based systems like the Cloud PBX, all is done in the cloud (including the location of servers). These are mobile systems without wires and (often) without a physical box.

PBX Features

• Call forwarding
• Call transfer
• Intra-office/company calls
• Call blocking

• CRM integration (Not available in all systems)

Required Equipment for PBX

To have a functioning PBX system, you’ll need a couple pieces of equipment:

• Telephones to connect to the system (desk phones or mobile phones)
• Central “box” (in the cloud or a physical box) which can “switch” the calls
• A router for telecom communications
• VoIP system (for IP-BX systems)
• Stable supply of electricity

Different Types of PBX Phone Systems

Analog PBX Phone System

The Analogue PBX system is probably the traditional PBX. It’s the system you think of when you think about office phone systems. All of the equipment, namely phones, are connected via physical wires to a regular PBX box, which is in turn connected to an outside wire.

Advantages:

• Easy to operate once set up
• Reliable

Disadvantages:

• Difficult to set up without outside help
• Reliant on physical hardware

IP PBX

This system is essentially the Analogue PBX system, but some are reliant upon physical boxes and others are reliant on internet technology (as in they do not have a central “box”). These can switch between internet calls/numbers and non-internet calls/numbers.

Advantages:

• Being more integrated with the internet opens up to new possibilities

Disadvantages:

• If your broadband connection is down, the system is down

VoIP PBX

Virtual phone systems take the previous ones a step further and goes all-in: now the entire virtual PBX is in the cloud, sans equipment, and all phones are connected to the virtual PBX via the internet (either plugged into an ethernet wall socket or are connected via a signal/Wi-Fi.)

Advantages:

• Gain benefits from being part of the cloud (more digital space)
• More PBX features due to internet connectivity (e.g. call routing, call queues, virtual receptionist, outbound and inbound caller ID, etc.)

Disadvantages:

• As mentioned before, internet connection problems can bring the entire system to a halt

Hosted PBX

Hosted PBX systems don’t require equipment like a physical box on-campus (as in, in your office). Instead the server needed for the Hosted PBX is somewhere off site, oftentimes in a data center of some kind. Your phones are connected to the PBX server via your router.

Advantages:

• Less on-site physical devices
• Data safely stored

Disadvantages:

• Problems with data center affect you

On-Premises PBX

An On-Premises system is reliant upon IP technology. But, as per the name, that IP technology is somewhere on campus. So phones are connected to an IP device, giving internet connectivity, but the device must be on campus.

Advantages:

• On-site device being connected to the internet allows the incorporation of virtual phone system technology
• On-site device may allow quicker repair

Disadvantages:

• Need a space for an on-site device

PBX SIP Trunking

SIP trunking–trunking being a collection of phone lines–is a modern PBX solution to older types of phone systems, some which may use a landline. With SIP (Session Initiation Protocol) trunking, if your office/workspace already has a box, you can connect it to the internet–via SIP trunking–effectively enabling you to have all of the benefits of an internet/virtual phone-type system while using your phone line collecting old box or landline.

Advantages:

• Lower costs for calling
• Increased flexibility

Disadvantages:

• Relying on internet PBX service can be problematic at times

PBX Use Cases

If you run a small business, you may be wondering if a PBX is right for you. A lot depends on whether or not you need to make a lot of business calls when running your small business, or whether you don’t need to make them so often. One example would be something like an IT company. There are a ton of these, so having good customer service is a good way to ensure that you can stick out from the business crowd. A PBX phone system can help you with that, as it can guarantee you a set amount of lines which can always be used.

Conversely, let’s say you run a different kind of business- like a factory. A factory maybe needs one or two phone lines, since your workers aren’t talking to the people who are actually buying the products and most people don’t call factories. Here a PBX may not be so helpful, since you’ll have a lot of lines which will go to waste on the device.

PBX Phone System Benefits for Business

1. Reliability: Usually takes the form of a box somewhere on the campus of your office space, and there it sits without needing constant maintenance. Unless the power goes out or something happens with the telephone wires or telecom communications, it’ll probably keep on chugging along.
2. Office Interconnectivity: Being able to quickly dial a coworker to ask a short question or to give a heads up is something that we sort of take for granted, but is really helpful- the time spent looking for a person’s number or having to go over to their desk might be a good way to waste time, but that’s also what it is: a waste of time.
3. Ease of Use: Forwarding calls with the options PBX providers who offer a device is really a cinch, and it doesn’t take a ton of technological know-how to be able to do so. People don’t like being challenged day-to-day on things which are tertiary to their actual challenges. Someone might love the challenge of working out a gym, but if the public transport is for some reason out of whack and difficult to use, they probably won’t love the challenge of getting there. Same for office workers and business-related communication channels: no one likes having to press a billion buttons just to be able to put in a call to a coworker or to a long-time client. A PBX system makes it simple to do so.

Businesses like call centers or paper supply companies, which have to make lots of business calls to lots of people all the time (be it for customer phone service calls or for sales calls) can take full advantage of PBX devices.

How to Choose PBX System for Business

Choosing the right PBX system for your company can be overwhelming at times. There are hundreds of models, all of which have their own unique aspects. Below are some questions to keep in mind when choosing your company’s business phone system:

Your Budgeting

• What are your monthly expenses? – How much does your business spend each month?
• Do you have any savings? How many do you have? Do you have enough for new phone lines?
• Are there any major purchases you need to make soon?

Your Infrastructure

• Where is your business located? – Do you work in an office? Does everyone on your team work in the same area? Do you share the office?
• Do you already have work phones/a PBX phone system? Do you have set phone lines?
• Do you have reliable internet connectivity?

Your Clientele

• Are your clients the sort of people who prefer using the phone?
• Can you do more of your business with clients on the internet than you do now?
• Are there periods of time in which you have a large amount of incoming calls?

How You Run Your Business

• How many people call out of your company at once? – Do you need to have many employees constantly making calls, like a call center, or have more basic calling needs?
• Can employees work from home? How often?
• Do you have a large client base impacting your business communication needs? – Might it be easier for your clients to be able to do some things online?

Company Size and Likelihood of Expansion

• How many employees do you have? How many phone lines do you have?
• Do you plan on hiring more people?
• Do you plan on moving to a new working space sometime soon?

Private Branch Exchange Pros & Cons

PBX pros

• Ease-of-Use: devices are extremely easy to use once set up. Most of the time, employees will simply just have to dial the phone and start talking.
• Features: Some telecommunications systems, especially those connected to the internet, open doors to a litany of business features.
• Sound: calls are often crystal clear and have minimal sound quality issues.

PBX cons

• Price: They don’t come cheap. Some can be relatively expensive.
• Difficult to Repair: If using a physical device and something goes wrong, repairing it will be nearly impossible without hiring an expert
• Limits on Lines: Most physical ones have a set number of phone lines available. If you expand and need more lines for your phone service, you’ll probably have to get a new box.

Rarer PBX Features

1. Custom Voicemails: Some more modern ones allow you to create your unique voicemails (oftentimes, per user) for your business phone.
2. Call Recording: The ability to record incoming and outgoing calls can be a game-changer for many call-based companies.
3. Block Lists: Getting annoying spam callers? Some can permanently keep those numbers away from your phone.
4. Desktop/mobile app: Internet-based systems can enable desktop and mobile apps for users, often used in mobile PBX phone systems.
5. Auto-attendant: Getting callers to where they need to go without anyone having to pick up the phone is a huge benefit of newer systems.
6. Keeping Your Own Number: With newer systems, those who switch can more often than not port their old numbers over, which is great for companies which have spent time and money associating that number with their phone services.
7. Call routing: You can use new PABX systems to lay out “call trees” which callers can follow to get to the “destination” they need to get to.

PBX vs VoIP vs UCaaS: How to Make the Right Decision

VoIP, or Voice over Internet Protocol, allows callers to place outbound calls and receive incoming calls over the internet instead of over wired phones. UCaaS, or Unified Communications as a Service, by contrast incorporates VoIP calling along with other forms of communications (like texting and video conferencing).

Which is superior?

Why are companies turning toward internet-based Voice over Internet Protocol and UCaaS systems?

1. Flexibility: connecting to the internet allows for the incorporation of internet features
2. Expansion: As you grow, your system can grow with you and you can accrue more business phone numbers.
3. Insight: Using internet-based systems allows for a careful analysis of statistics which boxes and basic machines simply don’t allow for.
4. No Geographic Restraints: Internet-based systems allow your employees to work from anywhere with a signal or Wi-Fi.
5. Software Integration: If you already use certain programs, like different CRMs, newer systems can work in tandem with them.

Why Choose MightyCall as a Business Phone System

The PBX has been a mainstay of business phone systems for decades. Hardy, reliable, and trustworthy, it has connected salesmen with clients for years. But for companies desirous of a flexible, easy, and accessible system, virtual systems may be a better bet.

Here are a few reasons why people are flocking to MightyCall:

• Low-cost – Using MightyCall’s system is cheaper than a physical phone line and comes with no hardware or software to update. MightyCall starts at just $9/month.
• Fully mobile – PABX systems, while reliable, tie you down to a single location whereas virtual phone system allow your workers to go wherever there is internet.
• Reliable – Virtual systems make use of cellular networks, internet, and/or Wi-Fi connectivity to ensure a reliable connection at all times
• Multi-faceted – Our unified communications platform takes full advantage of internet technologies. Communication perks include call routing service to any device so you can call and text via your business number, and over three dozen professional features.
• World-class security & reliability – Your conversation quality will stand the test of time thanks to our 99.99% uptime, 24/7 network security,  data encryption, and protection from robocallers.
• Simple to set up – An entirely virtual telephony solution, MightyCall can be up and running for you in minutes.

The post Is a PBX Phone System Right For You? first appeared on MightyCall.

But businesses aren’t the only ones opting for VoIP. Everyday consumers are also recognizing the vast benefits of VoIP and choosing to install VoIP services in their homes. According to Ofcom, 103 billion minutes of landline calls were made in the UK in 2012 – and this plummeted to just 54 billion in 2017.

Thinking about switching to VoIP but unsure of the benefits? Don’t worry, we’re here to help you make the decision.

Here are six ways in which VoIP can vastly improve your home telephone service.

1. It’s cheaper than a traditional landline phone

If you’ve already got a broadband connection in your home, both the installation and use of VoIP might be much cheaper than you think. With voice calls traveling across the internet – in the same way that your email does – VoIP telephone providers don’t have to lay expensive physical phone lines. This saves them huge amounts of money, savings that can be passed on to you in the form of cheaper phone plans.

VoIP also reduces the cost of your individual call charges and, in many cases, makes them completely free. And just like the internet itself, VoIP voice calls know no geographical boundaries. That means VoIP largely ignores the idea of local, long-distance, and international telephone calls – leaving you free to make calls to anywhere in the world at similarly low rates.

This is hugely beneficial if you’ve got friends and relatives abroad, giving you colossal savings on previously exorbitant call costs.

2. It’s easy to install and update

A game-changing aspect of VoIP technology is its ease of installation. Whereas traditional phone lines require the manpower and inconvenience of being physically laid, VoIP does not rely on the hardware that comes with the traditional PSTN (public switched telephone network).

You also don’t have to be a technical wizard to install VoIP. It works on a simple plug-in-and-play basis and can be easily configured via a line connecting to your computer and power source. Calls can be made via the computer on loudspeaker, via an inexpensive headset, or with a VoIP telephone handset. Or, if you prefer, you can use an app on your mobile phone to make calls using the same VoIP number.

Updates to your VoIP service are as easy to implement as the installation itself. With a simple click of a button, updates can be downloaded without the need for any further software or hardware. In a world now focused on sustainability, VoIP’s reliance on broadband internet presents an eco-friendly option that we should all be conscious of.

3. You can use it wherever you go

Years ago, putting your home telephone handset in your bag and taking it elsewhere to make calls would’ve been the stuff of cartoon slapstick. But today it’s a reality, and a very convenient one at that. Whether you’re using a VoIP mobile app or a cheap plug-and-play phone, you will always have a phone with you and ready to go.

This allows consumers to use their phone when away from home, whilst still maintaining the exact same telephone number. If you’re working, you can even take a headset with you to keep business going.

4. It comes with a range of useful extra features

A significant functional advantage of VoIP in comparison to traditional phone systems is the amount of add-on technology that comes with the service. As VoIP phones receive their data differently, this allows for a multitude of extra features.

Many VoIP phone services provide features as part of their standard package that would have incurred extra charges – or that would simply have been impossible – with traditional phone system suppliers.

Features like call forwarding, three-way calling, caller ID, electronic and video messaging are just a selection of what’s on offer.

5. It makes moving hassle-free

For those with a traditional telephone service and who are in the process of moving to a new house, contacting the carrier to transfer phone lines is a necessary but tiresome task. With VoIP, this process is removed as your service is not connected to a particular line, device, or residence.

Much like using your telephone when traveling, a VoIP phone is simply unplugged from the modem and transferred to your new home – all while keeping the same telephone number and account.

6. It’s only going to get bigger and better

Just as VoIP has seen businesses propel to the forefront of the very latest telecom technology, more consumers are recognizing that VoIP is the future of all telephone communication.

With superior telecoms available, the traditional PSTN has effectively become a legacy product and telephone carriers have already started to reduce their investment in the old technology. Whether through choice or market availability, VoIP is becoming a common feature of the home and will continue to do so.

With 5G about to transform ultra-speed mobile internet, the scope for VoIP is about to get even bigger. Companies are going to invest less and less in copper-wire phone lines, which is a driving force for many households to future-proof their telephone systems in anticipation.

Author bio: Sam O’Brien is the Senior Website Optimisation & User Experience Manager for EMEA at RingCentral, a global VOIP systems provider. Sam has a passion for innovation and loves exploring ways to collaborate more with dispersed teams.

The post 6 Reasons You Should be Using a VoIP Phone at Home first appeared on MightyCall.

What you won’t see at first glance is that in place of a standard office desk phone, those employees may be using a modern, cost-effective calling solution – a  VoIP desk phone. Though the unsuspecting onlooker may fail to spot the difference between a VoIP desk phone and a standard office desk phone, it’s what’s on the inside that matters.

Even at its most basic, a VoIP desk phone provides unparalleled communication and eliminates the need for costly PSTN landlines that can be a dealbreaker for any mindful business owner.  Add the fact that VoIP phones are extremely user-friendly and demand no change in tech habits from your employees, and you have a natural complement to your VoIP phone system for business.

Here’s what you should know when getting a VoIP phone for your team:

• What is a VoIP desk phone/hardphone?
• When do you need a VoIP desk phone?
• How to choose the best phone for your business
• VoIP desk phone/hardphone alternatives

What is a VoIP desk phone (hardphone)?

A VoIP phone is often called a ‘hardphone’ because in contrast to a ‘softphone’ which is software downloaded to your computer and other devices, a hardphone is a “touch-and-feel” phone with a receiver and dial pad where you push real (not virtual) buttons.

With all its outer similarity to a regular desk phone, a VoIP desk phone functions nothing like your grandma’s plain old phone. Instead of connecting to a regular phone service provider via landline wires (as was once the case for all desk phones), a VoIP desk phone works with a virtual phone system and manages all communication via a network connection.

By removing the need for landline wires, VoIP phones/hardphones give users extra features and substantial communication savings as compared to analog phones. Though hardphones cost a bit more to implement than softphones, hardphones can be preferable for specific industries and more traditional business environments, and pair incredibly well with general VoIP business phone system savings.

When do you need a VoIP desk phone?

• You’ve just switched to a VoIP phone system

If you’re new to virtual phone systems for business, you may want to start off with a hardphone rather than softphone. As a basic IP hardphone looks and feels exactly like a landline desk phone, you won’t have to adapt to the specifics of softphones but can start using your new VoIP plan without changing communication habits.

• Your employees feel more comfortable with “physical” phones

Your business may employ people who’ve been using analog phones for a really long time. Likewise, your industry may be less tech-focused and may employ senior citizens who’re more comfortable with standard desk phones. Either way, with a VoIP phone, your employees won’t notice any difference regarding their calling habits – but you will surely notice the savings of using a VoIP phone system like MightyCall in place of a standard landline provider.

• Audio quality is your top priority

With all their added versatility and wirelessness, call quality on softphones still varies based on the software, your device, etc. A VoIP desk phone/hardphone is a separate piece of hardware specifically for handling communication, that’s why things like a slow-running computer won’t ever interfere with your call quality.

• Your business communication is limited to the office

How important is mobility for your employees? If all of the work is done in-office and your employees don’t telecommute, basic IP hardphones will be a simple alternative to softphones which work best for employees and business environments that demand increased mobility.

• You’ve set aside a budget for getting new office hardware

Like any physical phone, a desk phone is real hardware that you have to buy for each person who handles communication within your team. If you have been considering upgrading your office hardware, and specifically your phone system, it’s a great time to make the switch to a virtual phone system (VoIP) for business and VoIP desk phones/hardphones.

How to choose the best phone for your business

On Amazon alone, the number of VoIP hardphones available is enough to make your head spin. So how do you choose the right VoIP desk phone for business, especially when you’re getting your office (re)equipped and can’t afford second guesses?

To put it briefly, your choice should depend on three simple things:

• Ease of use
• Fancy features
• Pricing

With VoIP desk phones, you can choose between basic models that are as simple to use as any landline phone, business models that have additional features appropriate for tech-friendly users, and even ultra-modern Android-powered desk phones.

VoIP desk phones for small business and standard-load communication

Basic VoIP phones include a dial pad, receiver, and standard phone features like voicemail, call holding, call transfer, and volume controls. Such desk phones also have options which let you “switch lines” like you would on a landline phone. Though on an IP phone this is done via your network connection and not a landline, the process feels no different from a standard phone. Depending on the model, a basic phone will provide you with two or three virtual lines.  Basic phones will be a good option if you’re new to VoIP, have a limited budget, or need to provide a larger team with desk phones while sticking to the advantages of virtual phone systems. Basic VoIP phones cost around $80-$150 (new models) or you can get a refurbished version for as low as $20 on some models.

VoIP video desk phones

These desk phones have a camera and support video calls in addition to the features of a basic VoIP desk phone. The HD quality video and audio are a nice bonus that turn your phone into a multimedia communications feature, much like a video calling app on your computer or smartphone. These phones will be extra handy for solopreneurs and small business owners who need a single desk phone for both personal and business communication. VoIP video desk phones cost upwards of $200.

Enterprise-level phones for managers and heavy-load communication

Business-optimized phones have greater capabilities than a basic IP desk phone. This comes in handy for large teams, busy salespeople and managers. An advanced VoIP phone includes multiple lines for your calls (usually 4-8). Some models have Bluetooth-enhanced integration with mobile phones so you can make and receive calls, import your personal contacts, and even charge your mobile phone through your desk phone! Prices start at $88.

Conferencing VoIP desk phones

Conferencing VoIP desk phones are special business phones for managers and directors of mid-sized business who need the conferencing feature with enhanced audio pickup. Conferencing hardhones have a special design that allows clear 2-way conversation and a mic with powerful pick-up range, plus all the regular features of a VoIP desk phone. Conferencing IP phones cost starting at $250.

Android-powered desk phone

The latest word in VoIP phones, Android-powered desk phones are half phone – half tablet that come with multiple lines and SIP accounts, Wi-Fi, Bluetooth, PoE, and a touch screen. The innovative features make this hardphone into a single communication feature that runs on the Android 7.0 OS. If you want the latest in both convenience and usefulness for your business, plus are in love with tech innovations, an Android-powered desk phone may be the perfect choice for your director’s desk, wherever it may be. Prices start at $270.

Important

While many hardphones look similar, some models and products have different connection specifications that might not work with your particular business phone system. Before you buy a VoIP desk phone/hardphone, contact your VoIP provider directly to make sure any hardware you buy is 100% compatible with your current virtual phone system.

For questions related to choosing or connecting an IP desk phone to your MightyCall business phone system, contact our support team anytime and check out MightyCall guidelines on connecting a VoIP desk phone/hardphone.

VoIP desk phone alternatives

Sometimes you’re not entirely sure whether a VoIP desk phone is exactly what you need, even after checking out all the options. In such cases, it’s good to remember that, with a virtual phone system for business such as MightyCall, a VoIP deskphone isn’t your only communication option. Many business owners choose VoIP softphones as a cost-effective alternative for their calling needs.

A VoIP softphone may suit your needs when:

• You’re opting for maximum savings on communication
• Mobility is a priority for your employees
• Your employees are used to virtual calling apps

If that sounds like you, check our post on using VoIP softphones for business and more.

Whatever phone option you decide to opt for, make sure to take your employees’ needs, tech adaptability, business environment and budget into consideration before making the final decision between a VoIP desk phone and softphone.

The post VoIP Desk Phone: Does Your Team Need One? first appeared on MightyCall.

Here, however, we’ll be discussing a different—but equally important!—question: the issue of landline vs. VoIP phone systems. For small businesses the decision is a critically important one, one that could very well determine the success or failure of the venture.

So, what are the pros of each? The cons? Let’s find out!

Landlines

For starters, landline phones are used by many businesses because, well, it’s what they know. Most everyone had a landline growing up at home (even though they are rapidly disappearing), and people usually like going with what they know.

Landlines are also relatively stable and reliable because they’re hard-wired into the ground. Unless you have a massive storm or freak accident take out your power/phone lines, the phones are going to work. Also, once you’ve learned how to use one landline system, you usually can use most of them, and training is relatively easy.

Furthermore, a lot of businesses already have landline phones, so going with a provider that offers landlines exclusively might seem to make intuitive business sense.

However, there are some negatives that are important to keep in mind.

For one, they’re landlines, which means that if you aren’t at your desk, you aren’t answering the call. No talking in the car, and no talking at home (on the same landline system at least). If your company uses a landline-only provider, then your chance of looping your mobile phone into the system is right around zero.

Also, if there IS a freak power outage, or if the construction crew outside accidentally hits your phone line- then guess what? No phones.

VoIP

The biggest positive of VoIP systems counteracts arguably the biggest negative of landlines:

«VoIP systems can be used at the office, on-the-go, and in general a much larger variety of situations.»

With a VoIP system you can use your computer—desktop or laptop—to make a call, through a browser or a downloaded program. You can also use your cell phone (through direct calls or via an app) and, with some finagling, you can even use the landline phones in your office.

Due to this, VoIP phone systems are also incredibly useful for businesses that are more spread out or have employees that are frequently moving around. No need to worry about an employee not being at their desk to pick up; if they have their cell, they’re reachable.

VoIP systems usually also allow more flexibility and customization in their designs as well. Employers can more easily direct call flows, change settings, and more, often just by logging onto their main page on the web. With landlines, there’s usually a lot of slow button pressing to try to find different settings, and oftentimes you’ll have to bring someone in to help with the system.

If you’re interested in VoIP systems, why not try one out: MightyCall, a VoIP system designed for small businesses!

The post Landline vs VoIP first appeared on MightyCall.

The telephone has become an invaluable sales tool since its invention by Alexander Graham Bell. Sales over the telephone are made or interest in a product or service is generated every hour of the day and night around the world. Ask anyone who owns and operates a business if they could survive without a telephone, and the majority, if not all, would say that doing business without the use of a telephone would be impossible.

In this electronic world, the first contact between a business and a customer is usually made on the telephone. That first voice a customer hears when calling a business is an important one. Tone and courtesy are as important for the receptionist as a knowledge of the product or the service the business offers.

In this day of condo offices and other shared business spaces, that first contact — whether with an Interactive voice response (IVR) or contacting a receptionist — is vitally important. We have all spoken with a receptionist from another country who seems to have a limited grasp of English. Interactive voice response systems that use a voice menu function extremely well and can help the caller get to the required department without delay. The idea of even a small business using a virtual receptionist for small business is taking hold.

As businesses grow in size and complexity this virtual receptionist for small business needs becomes apparent. The potential customer or the satisfied customer does not want to waste time on the telephone in contacting a business for the first or fiftieth time and any system, whether a simple voice menu or an interactive voice response, is a great asset for any business.

The interactive voice response is shortened to IVR, and it has made customer to business contact much easier. The IVR is replacing having to deal with a discourteous receptionist or one who hardly understands English. We all want a fast track answer to our questions for any business and the business owner wants to maintain a helpful positive image. Business owners know that making a sale can be hard, but losing a sale is very, very easy. The first contact between customers and a business must be a combination of friendly and courteous discourse and helpful answers to the client’s business questions.

The business owner was, at one time, the perfect receptionist! When a customer calls or walks in the door, the owner knows that this is his/her golden opportunity to make, not only a sale, but to create a customer who will come back again and again and will help the business by telling friends and family about the benefits of this business. Once the initial stage of business success has been achieved the business owner must relegate tasks to competent employees. The owner must keep his or her employees happy and keep their morale high in order to continue the success of the business. These owner/employee relations are one of the most difficult aspects of any business. Having an interactive voice response system in place solves a very large problem with that initial contact phase of any business. Once again a machine, the telephone and a service, the virtual receptionist for small business systems have combined to make customers and business owners happy. Thanks IVR.

The post The Evolution of the Telephone in Business first appeared on MightyCall.