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Remote and hybrid teams have become the norm in today's dynamic business landscape. This shift has been made possible by the advent of cloud-based phone services, which have revolutionised the way businesses communicate.
Now, companies of all sizes can access telecom features essential for making and receiving calls from anywhere with a reliable broadband connection. These voice-over-internet protocol (VoIP) systems come packed with features that not only enhance communication but also provide valuable data-driven insights into sales and customer experiences.
Let’s explore the essential features of business phone systems in Australia and highlight the top picks in the market.
Key Considerations for Choosing a Business Phone System
Easy Setup: Minimal Disruption
One of the biggest concerns when upgrading phone systems is the fear of disruptions to daily operations. Businesses can't afford to have their sales or support teams out of action for extended periods.
Look for a service provider that offers easy installation and minimal downtime. Your new office phone system should be user-friendly, allowing teams to quickly adapt to its features without extensive training.
Reliability: A Stable Foundation
A stable internet connection is the backbone of any cloud-based phone system. Ensure that both in-office and remote workers have access to a reliable internet connection.
Additionally, check if the service provider offers 24-hour support and contingency plans for power outages or network disruptions. Some providers even offer automatic updates, ensuring your system is up-to-date and bug-free.
Cost-Effective Solutions
Before committing to any VoIP phone system, consider both short-term and long-term costs. While the package price and hardware expenses are essential, don't overlook call charges and additional features that may not be included by default.
Look for VoIP providers in Australia offering unlimited VoIP calls and video conferencing, and calculate your phone bill based on the number of users in your business.
Scalability: Growing with Your Business
Every organisation aims for growth, from startups to market leaders. Your business phone system should be adaptable to your evolving needs. Explore options for upgrading your package, such as switching to a hosted PBX system or adding more users and phone lines.
Be sure to inquire about any early termination fees associated with upgrades, as you'll want the flexibility to customise your plan as your business expands.
Voicemail to Email: Streamlined Communication
Voicemail is a vital feature for ensuring that customers' queries are addressed, even if you can't answer immediately. A PBX phone system takes this a step further by sending voicemail messages directly to your email inbox.
This not only allows remote agents to handle voicemails from their devices but also creates a digital archive for analysing customer interactions and training purposes.
Auto Attendant: Efficient Call Routing
Reduce hold times and enhance customer satisfaction with an automated answering system. Auto attendants greet callers with a recorded message and use voice recognition technology to direct calls to the appropriate department.
This time and cost-saving feature eliminates the need for a dedicated phone receptionist and enables handling multiple calls simultaneously.
Mobile-Friendly: Embracing Mobility
Mobile VoIP calls are on the rise globally, with over a 13% increase predicted until 2025. Embrace mobility by allowing agents to take calls from their computers, tablets, or mobile phones. This not only promotes remote or hybrid work styles but also reduces hardware costs.
Audio While on Hold: Enhancing the Experience
Being put on hold is rarely a pleasant experience. Improve it by offering a custom playlist of soothing music or informative audio announcements. These announcements can provide valuable information to callers or promote products and services, enhancing their waiting experience.
Fax to Email: Going Paperless
Reduce paper waste and modernise your phone system with fax-to-email functionality. This feature converts incoming faxes into PDF files and sends them to your inbox, eliminating the need for printing. It also creates a data-rich archive for reference.
Online Portal: Data-Driven Insights
A cloud-based phone system should come with an online portal for easy management. This portal allows you to enable or disable call features and generate automatic reports, providing valuable insights into key performance indicators (KPIs).
Understanding metrics like average call length, time in the queue, resolution rate, and more can help you make data-driven decisions to enhance your communications.
Top 5 Business Phone System Providers in Australia
RingCentral: Known for its reliability and scalability, RingCentral offers a comprehensive suite of communication tools.
Zoom: Zoom, famous for video conferencing, also provides a robust phone system with a strong focus on remote work.
8x8: 8x8 is a versatile choice, offering VoIP solutions that cater to businesses of all sizes.
Dialpad: Dialpad offers a user-friendly interface and is a great choice for businesses looking for easy setup.
LogMeIn: LogMeIn provides a range of communication and collaboration solutions, including a business phone system.
Conclusion
The evolution of business phone systems in Australia has paved the way for more efficient and flexible communication, benefiting organisations of all sizes. With the right features and providers, you can unlock the full potential of your business communication while embracing the changing landscape of work.
Whether you're a startup aiming for success or an established business looking to stay ahead, a modern business phone system can be your key to seamless and cost-effective communication.
So, explore your options, assess your needs, and make the switch to a business phone system that suits your unique requirements.
