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    Six Features to Explore Before Choosing Your Next Phone System

    Businesses that don’t have a dedicated IT staff sometimes feel like they need a magic decoder to shop for a new phone system. However, learning to identify and evaluate six key features is a simple, but thorough, way of ensuring businesses get what they really need.

    In this slideshow, Digium decodes six basic phone system features – interactive voice response (IVR), unified communications (UC), voice over Internet protocol (VoIP), fixed mobile convergence (FMC), bring your own device (BYOD) and application programming interface (API) – so companies can shop for a solution and get back to business.

    Six Features to Explore Before Choosing Your Next Phone System - slide 1

    Click through to learn more about six key features you should consider before choosing your next phone system, as identified by Digium.

    Six Features to Explore Before Choosing Your Next Phone System - slide 2

    Interactive voice response (IVR) is one of the most popular phone system features today. When you call a business and an automated attendant answers – “Thank you for calling ABC Distributing. If you know your party’s extension, you may dial it at any time, or press ‘0’ to speak to an operator now.” – that’s an IVR.

    IVR saves you money by handling repetitive tasks that would otherwise take the time and attention of a human. Just think about how much you could increase office productivity simply by eliminating the need to answer and transfer calls.

    Tip: Ask if a vendor’s phone system includes an IVR and how easy it is to customize it for your business. Find out if you can easily adjust the greeting for office holidays or after-hours calls by yourself or if you need the assistance of an IT person.

    Six Features to Explore Before Choosing Your Next Phone System - slide 3

    Think of unified communications (UC) as a phone system on steroids. Just as your smartphone can perform many functions in addition to phone calls, a UC solution can combine your business phone system, IVR, voicemail, instant message chat, fax, conference call bridges and videoconferencing. It can also integrate with email, Web applications, social media and business tools, like your customer relationship management system (CRM).

    Most businesses are choosing UC solutions over a traditional phone system because it’s a better way to future-proof their investment and keep pace with advances in technology. UC also makes employees more effective, which saves your business time and money. Here are a few examples of how UC can be used:

    • Provide one interface to access email, voicemail, fax and conference call bridges
    • Reach co-workers on the first attempt using Find-Me, Follow-Me, which automatically routes calls to various locations
    • Transfer calls to your mobile phone when you’re on the go
    • Use presence information to know when your employees are available to talk and alternate ways to communicate with them
    • Locate an entry automatically in your CRM system when a person calls you to know an important customer is on the line before you answer

    Tip: Get a list of the supported UC features and ask for the cost associated with each one. A UC solution offering the best value will include all features for a flat rate. Most UC vendors nickel and dime you by luring you in with a low base price, but charge extra for all the most useful features your business will actually need.

    Six Features to Explore Before Choosing Your Next Phone System - slide 4

    Voice over Internet protocol (VoIP) is the transmission of phone calls over the Internet instead of traditional telephone landlines. It is more affordable, especially for international and other long-distance calls. It also allows businesses to reduce their IT infrastructure by eliminating the need to maintain separate voice and data networks.

    Tip: Ask your IT or network service provider if your connection speed is fast enough for VoIP. To combine your voice and data onto a single network, you may need more bandwidth. The cost of doing this will be more than offset by eliminating the need for a separate voice network. You’ll also want to know if you need additional infrastructure other than a phone system or UC solution to take advantage of VoIP.

    Six Features to Explore Before Choosing Your Next Phone System - slide 5

    Fixed mobile convergence (FMC) is a term for integrating your fixed desk phone with your mobile phone. Basically, it creates a seamless communication experience whether you’re at your desk or on the road.

    With FMC, you’ll never miss an important call again. Using one phone number, customers can ring you on your desk, mobile or home phone based on your set call rules. When you call them, their caller ID shows your office extension no matter which phone you dial from, creating a unified view of your business. Plus, you can transfer a call from your desk to your mobile phone mid-call, so you’re no longer tethered to one location. All of this translates into a professional experience for your callers and allows you to work where and how you want.

    Tip: Find out if the UC vendors you’re considering offer FMC and if there is a fee associated with this feature. Ask for a brief demo on the user interface to see how easy it is to configure the call rules for routing calls to a mobile or home phone, as well as transferring a call from one device to another. Many vendors say they offer FMC, but their implementation is too cumbersome for your employees to use on a day-to-day basis. Instead, you’ll want an easy-to-use graphical interface, so any employee in your company can adjust their own settings within a few minutes.

    Six Features to Explore Before Choosing Your Next Phone System - slide 6

    Once a slang party term, bring your own device (BYOD) has been modified to reflect a growing issue for corporations. It is one of the hottest trends (and biggest IT challenges) in business communications.

    Your sales director loves his iPhone, but your field engineers prefer Android. No problem. The days of issuing a dedicated corporate mobile device are over. Modern UC solutions can securely interoperate across a variety of mobile platforms, tablets and even home phones, so your employees can access business-critical applications from their preferred personal devices. When you’re able to integrate with their favorite gadgets, suddenly work becomes play and productivity goes up. Plus, your employees will appreciate not having to lug around a separate device, while you save on technology infrastructure.

    Tip: Find out if there are additional licensing fees for BYOD access and get confirmation of all mobile devices supported by each UC vendor. For maximum compatibility, you’ll want to listen for the big three: iPhone, Android and Blackberry.

    Six Features to Explore Before Choosing Your Next Phone System - slide 7

    An application programming interface (API) may be one of the most important features to look for in your next phone system. An API allows a software developer to extend the functionality of your phone system by integrating it with other third-party business applications, such as your preferred CRM software. Ultimately, this means you can increase employee productivity, improve customer service and get more life out of your phone system investment.

    You shouldn’t be limited to just the standard features your phone system includes. As you grow, an API gives you the flexibility to tailor your phone system to your evolving business needs. If you think of a feature that would help you save time or money by accessing it through your phone system, API access makes this enhancement possible without having to invest in an entirely new solution.

    Tip: Ask if your phone system provides API access and what programming languages are supported. You’ll want to listen for common languages that any software developer or IT professional will be familiar with, such as PERL or PHP.

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