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Choosing the Best Small Business Phone System
Get smart about small business phone systems. The first personal point of contact a potential customer has with you might be through the phone. So it's important that you provide a positive and professional experience. And it's not enough to make do with personal phones. If you really want to make your business ready to compete and meet customer demands, you need a dedicated small-business phone system. There are lots of options out there, but many are geared toward businesses with hundreds of employees and multiple locations. While small businesses need to provide the same high-quality interactions as larger businesses, they have smaller budgets. It can feel like a tall order, but it's important that you make the right choice for your business. To help you evaluate your options, here's a brief look at what to consider in today's business phone systems, some common choices for small and medium-sized businesses ( SMBs), and why a Voice over Internet Protocol (VoIP) solution might be the best fit for you. What to look for in a small business phone system,No two business phone systems are the same. There are many options out there to choose from—and often there are huge differences between the quality and capabilities in each. You need a small business phone system that helps advance your specific business goals. Here are a few basics to consider when evaluating small business phone systems:,Take stock of what you have—and what you need. Do you need a solution that only uses desk phones, are you fully mobile or are you a mixture of both? And if you're only using desk phones now, do you have plans to integrate mobile in the future? The system you choose should address your immediate needs, but also be right for where you hope to take your business in the future. Along those same lines of making sure the equipment will be right for your business in the future, you'll want to make sure the phone system you choose will easily grow with you as you want to add new lines. Only you know what your budget is, so you'll want to make sure you choose a solution that fits within it. But it's not enough to just look at the upfront costs of a business phone solution; you'll want to look at the monthly fees and long-term maintenance costs to make sure that you are getting the right value for your investment. With so many advanced calling features available, you'll want to look for the ones that align best with the way you work. If you field a lot of customer calls, you may want a solution that offers a virtual receptionist. If you have field teams working with office-based teams, then you could probably benefit from a solution that makes it possible to easily share screens. Just make sure the business phone system meets all of your needs. If you're a small business with limited IT resources and expertise, you want to make sure that the small-business phone system you choose will be easy for you to deploy, maintain and manage. And if you do run into issues, will you have access to the support you need to get things fixed?,What is a business phone system?,Different than a home phone system, a business phone system is built to:,There are two basic types of networks that you can use to operate your business phone system:,Types of business phone systems for small businessesA landline is what you'd most commonly call plain old telephone service (POTS). If you are looking for a straightforward system that lets you make and receive calls and requires no additional training to use, a POTS system might be worth considering.But for budget-conscious SMBs, the costs for landlines can escalate quickly. In addition to installation costs, there are monthly service fees per line, new-line fees, long-distance fees and more. And because landlines are physically connected by wires, they don't allow for any flexibility; if you want to answer the phone, you must be by the phone, wherever it is plugged in. For growing businesses, flexibility could be the key to growth, so landlines might be too restrictive an option. However, there are limitations to this option. The quality and reliability of your calls is totally dependent on the quality and reliability of your service provider's network. Plus, your provider will have complete control over managing the system, which could make it more difficult for you to customize an experience that's best for your business. While there are pros and cons to each of these options, we think that most small businesses could benefit from a VoIP business phone system. Why VoIP is a versatile option,Not only is VoIP a good first step to creating a more modern business, it also addresses many of the common concerns for growing businesses. First of all, VoIP is budget-friendly. Because it uses public internet, you can get all the calling capabilities you need, without the additional costs of a private network. And as far as equipment goes, you can purchase VoIP phones if your budget allows, or if it doesn't, there are adaptors that can be used to modify your existing phones. Or you could leverage your business computers and employees' mobile devices. When it comes to flexibility, it doesn't get much better than VoIP. You can build your VoIP system using any combination of desk phones, computers and mobile devices. And it's easy to add new lines as needed, so when your business is ready to grow, your VoIP solution scales with you. Your customers keep you in business, so it's important that you be there when they call. But what happens when there's a power outage or other emergency situation? Because it's cloud-based, it's easy for your VoIP service provider to redirect calls to a backup number in the event of a service outage, which can help reduce downtime and keep your business operating as usual. And those are just some of the benefits you could enjoy by choosing VoIP as your business phone system. The full range of advantages depends on the VoIP solution you choose. A solution like Verizon is designed to address many of the concerns of small businesses. If you're looking to improve the user and caller experience, Business Digital Voice comes with more than 30 advanced calling features, such as automatic call forwarding, voicemail to email, seamless call transfer and more. If you're primarily looking for something that's easy to use and manage, Business Digital Voice has a simple app and online dashboard that gives you intuitive control over call management. Whatever your specific goals for your business, the phone system you choose will serve as the foundation to get you where you want to be. It's a big decision, and one that should not be taken lightly. But once you understand your needs—and your options—you'll be able to make the right call when it comes to selecting your small-business phone system. Create better customer experiences with VoIP,Give your customers what they want—and then some—with a VoIP system that lets you:,* Business Digital Voice is available in select areas of nine states and the District of Columbia. Tell us about your business, then meet with our professionals to ask questions, get advice, or obtain a quote. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreChoosing the Best Phone System for Your Business
How to choose the best VoIP provider for your business,You've done your research. You know that a business Voice over Internet Protocol (VoIP) system is an efficient, simple and affordable communications option that can help keep your growing business competitive. And you've decided to make VoIP part of your operations. Now you have another decision to make—which VoIP service provider to partner with. There are many VoIP solutions out there, but not all are created equal. When choosing the best VoIP service for your small business, you want to make sure you're getting a solution that meets more than just your calling needs. Here are a number of things you should consider when evaluating VoIP solutions and providers. Reliable VoIP needs a reliable network. A good VoIP solution starts with a strong foundation. Because VoIP calls are routed through the internet, it's critical that your VoIP solution runs on a network that gives you reliable connectivity and coverage where you need it. You should never have to worry that you're missing important communications because you can't trust your network. Your VoIP system should grow with you. One of the best benefits of a VoIP solution for small businesses is that it is scalable. A complete VoIP solution should be able to easily expand as the number of users changes. Adding new lines or devices—or even locations—should be virtually effortless, and not cause any disruption to your operations. Competitive features can help create better experiences. Your customers have come to expect a certain level of service from the companies they do business with. When they call a business, they expect to reach someone who can help them—and they don't like to wait. So your VoIP solution should come with a rich variety of business features that can help you operate more like a bigger business without costing a lot. Features like automatic call forwarding, seamless call transfer between devices, virtual receptionists and more that make it easier for your callers to quickly connect with the person best suited to help them. Not to mention features like visual voicemail, virtual meeting rooms and personal phone directories that make it easy for your employees to do their jobs. VoIP should make your job easier, not harder. An efficient communications solution should allow you to monitor, fine- tune, streamline and manage your network assets. And you should be able to do it all easily. If you don't have a dedicated IT department, or if your IT resources are just stretched thin, you want to make sure that your VoIP solution won't create a management headache. Look for a solution that comes with an intuitive web-based management system, so you can stay in control of your communications from where you're working. Customer support should be available when you need it. A good VoIP solution should be easy to manage and deploy. But in times when you could use a little extra help, you need a comprehensive VoIP solution that comes with access to professional support throughout the design, implementation and management phases. You need your communications system to work around the clock, so it's only fair to expect that your VoIP customer service does, too. The bottom line. The communications system you choose for your business will play a pivotal role in building relationships with your vendors, partners and customers—and those are the relationships that will determine how successful your business can be. So you need to partner with a service provider that will help you strengthen those relationships at every turn. Many small businesses have put their trust in Verizon because of our proven ability to deliver effective . We continually invest in our VoIP network, and we have the expansive reach your growing business needs. Verizon ,* our VoIP business solution, offers more than 30 features—including Auto Attendant, Hunt Group, Extension Dialing and more—to help you control your communications, improve customer experiences, streamline your business and simplify your day-to-day. By choosing the right VoIP solution, you're taking the first step toward a productive and competitive future for your business. So you need to make sure you choose a provider that has the experience, reach and range of services that will support your growth. * Business Digital Voice is available in select areas of nine states and the District of Columbia. Tell us about your business, then meet with our professionals to ask questions, get advice, or obtain a quote. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed
Learn moreHow Advanced Workforce Engagement Management Bridges Challenges for Diverse Industries Business
New, advanced workforce engagement management tools will be crucial for contact centers as they address workplace trends such as changing demographics and remote employees. The same forces shaping the work environment are changing how customers interact with contact centers. The COVID-19 pandemic has forced the virtualization of customer experience and employee experience, leaving contact centers scrambling to adapt their operations accordingly. Shifts in CX and EX have heavily impacted financial services and healthcare businesses. While this chapter will provide examples of how and why they can use advanced WEM and other contact center tools to improve operations and experiences, the lessons learned here apply across industries. Despite being widely divergent in the services that healthcare and banking provide, the challenges their contact centers face are remarkably similar. Financial services and healthcare were already rapidly moving toward digitizing records and creating virtual CX. However, before 2020, both industries retained a high number of in-person interactions. The global pandemic forced digitization of CX at an accelerated pace, albeit more so for banking than healthcare (it is arguably more difficult for doctors to diagnose a patient via a webchat than for an individual to open a savings account). Nonetheless, healthcare saw a significant increase in services conducted remotely. In the United States, the telehealth market swelled from $16.6 billion in 2019 to more than $36.4 billion by the end of 2021 and will exceed $111.8 billion by 2025. The resulting implications for contact centers are twofold. First, channels of communication need to expand to accommodate customers who now want to conduct their transactions through new avenues such as online portals and apps, virtual chat, social media, and even SMS texting (see Frost & Sullivan's white paper titled "Contact Centers in a New Age of Workforce Dynamics" for more details on the different modes of contact center communication). A recent Chase Bank report showed that 80% of its customers preferred digital banking to in-person interactions. Second, many customers need intuitive channels because they are new to online commerce and communication. For example, by May 2020, first-time users accounted for more than 40% of online grocery sales. With new ways to communicate with customers, banking and healthcare experienced spikes in customer interactions. Globally, 34% of banking and 62% of healthcare market participants noted recent, significant increases in customer interactions. This comes as no surprise as the healthcare industry is at the front line of caring for waves of COVID-19 patients. In banking, economic uncertainty, low interest rates, increasing interest in cryptocurrencies, and a housing boom resulted in sudden peaks in activity. For example, new brokerage accounts at investment giant Charles Schwab Corp. grew 93% in early 2021. Contact centers must ensure that their tools allow them the flexibility to handle surges of activity without compromising quality or unduly stressing agents. WEM tools that leverage smart analytics and automation can identify and funnel more direct questions to virtual service solutions (chatbots, for instance), leaving human agents the time to focus on more complex customer issues. As a result, many finance and healthcare contact centers are integrating unified communications and contact center tools. In a recent Frost & Sullivan contact center management poll, 53% of banks and 60% of healthcare businesses said integrating such tools in the future was "extremely important" (considered a 9 or 10 on a 10-point scale of importance). "Improved customer journey" was the leading reason for the integration of such tools for both industries. The financial services and banking industry is at the forefront of digital transformation. Before the pandemic, mobile account servicing, banking apps, and online lending procedures were commonplace, but contact center tools have not always kept pace with an organization's advances in CX and operational efficiencies. A major US bank found that it could improve its CX and speed to market by unifying disparate contact center platforms through Verizon's Virtual Contact Center (VCC) solution. The new solution increased customer interactions through digital web and chat channels, corresponding to trends observed independently in Frost & Sullivan's research. Along with improved CX, the new solution helped accelerate decision-making by improving the management of enterprise-wide reporting and metrics. It also provided cost-saving features such as e-learning for training, which is now a requirement considering remote workforces. Frost & Sullivan research found that banks cite cost as the leading restraint for not upgrading their contact center tools; hence, finding ways to mitigate upfront investments helps these enterprises benefit from upgrades more quickly. A large regional bank with hundreds of branches and more than 1,000 agents needed to upgrade its aging contact center technology that was rapidly approaching obsolescence. Systems that were more than a decade old, such as customer relationship management (CRM) and interactive voice response applications, required significant improvements. Outdated contact center technologies are hard to maintain and keep secure and may struggle to meet business growth, new modes of communication, and increasing customer expectations. In addition to updating crucial systems, the bank integrated new solutions to enhance CX and EX. These included intelligent routing that could integrate with the latest CRM, real-time and historical reporting, and a new queueing platform adapting to evolving omnichannel needs. It also included speech recognition and outbound calling to increase operational efficiency and quality management capabilities to help track and improve scheduling, agent coaching, and performance. An overhaul of this magnitude needs careful planning and budgeting. Hence, the bank chose Verizon to help it build a Genesys cloud platform that scales with business needs and moves previously fixed capital expenses to usage-based operational costs. Genesys's complete contact center solution allows the bank to upgrade its entire contact center strategy without fear of under-building its capacity or over-investing in unneeded capabilities. A large US-based healthcare company found that its customer contact strategy lacked critical features needed to accommodate an anticipated 200% growth in new business on top of seasonal contact volume expansion and contraction. Specifically, the company did not have multichannel solutions that could scale on demand, echoing the two main challenges noted earlier: adding channels and managing contact volumes. The business was also concerned that patient response time was too long, and other mandates needed addressing to comply with recent regulatory requirements. The healthcare provider turned to the VCC to help it create a scalable, responsive system. Verizon's solution streamlined communications through features such as automated call routing, email solutions, and integrated click-to-chat. The solution also improved agent productivity by adding multichannel capabilities and addressing response time and capacity fluctuations. It gave the healthcare business better visibility and near-real-time reporting across contact center operations. While the examples above show how leaders in banking and healthcare addressed current contact center challenges, the implications and benefits of improving operations with advanced technology reverberate across industries. Retail, travel, shipping, and other massive industries all confront the need to expand and integrate customer service channels and manage capacity fluctuations. They must ensure that such solutions improve rather than hinder CX and agent productivity. The rapid, accelerating digitization of how people buy goods and services, conduct their work, and communicate necessitates a technology-driven contact center for any business in any industry to optimize operations, serve customers, and remain competitive. If you are already a Verizon customer, we have several options to help you get the support you need. Choose your country to view contact details. Existing customers, to your business account or . These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. We use both third party and first party cookies for this purpose. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly. These cookies may be set through our site by Verizon and third parties. They are used to present Verizon advertising on third party sites that you may visit. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising from Verizon. BackClear Filters,All Consent Allowed,
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