Modern Telephone System Features

Modern business telephone systems offer an extensive range of features that can bring greater efficiency and productivity to your business. Many businesses are not even aware of all of the features that their telephone system offers and, therefore, fail to utilise their system effectively. We have compiled a list of the most useful modern telephone system features. Some of these features will come as standard when you purchase a telephone system and some can be purchased separately with compatible software packages. As VoIP telephone systems are more technologically advanced, they tend to offer most of these features at no additional cost.

Call Recording

Call recording allows you to keep a record of all inbound and outbound calls. The ability to record calls offers a number of business benefits. An increasing number of organisations are required to record verbal communications in order to meet compliance obligations with regulatory groups. For those for which call recording is not obligatory, it can still act as useful evidence should you ever be required to prove compliance with rules for proper data handling. Call recordings also provide useful evidence which can be used to resolve customer disputes before they escalate. It’s also a great way to monitor quality control and deliver better targeted staff training. As a result, you will be able to deliver improved customer services.

Call Routing

Automated call routing software allows your system to direct calls to the most appropriate team or agent. It does this by detecting caller information such as familiar numbers. If you have an automated attendant, calls will be routed to a specific department or agent depending on the information given by the caller. Intelligent call routing can help to streamline the flow of communication through your business, increasing call handling efficiency and reducing costs. It also provides callers with a better service, removing the need for them to be constantly put on hold and transferred until they reach an appropriate agent.

Mobile Twinning

Mobile twinning allows calls to be forwarded to mobile devices, to be answered by staff working remotely or on the go. This significantly reduces the chances of important calls being missed, as staff will be able to answer them whenever and wherever they are. Mobile twinning can also be set up to ensure that specific telephone numbers are automatically redirected to a mobile device. This is ideal for calls from business partners, important clients or to ensure those with a dedicated account manager always reach the right person.

Multi-site Networking

If your business operates across multiple sites or you have several employees working remotely, your business telephones can be linked to the main system via the internet. This allows staff to contact colleagues free of charge, regardless of their location. Whether employees are working from home or a different branch, all calls between them will effectively be internal as if they were working in the same building.

Video Calls

Some modern telephone systems enable video conferencing, which provides a face to face experience for remote meetings and conference calls. Employing video conferencing is a great way to increase efficiency by removing the need to travel to meetings. You can either invest in a video phone or conduct video calls through your PC with the use of a webcam. A high-speed data connection is necessary for this feature.

Call Management

Call management is a great way to improve call handling efficiency within your call centre. Call management software provides a real-time view of all call activity and produces useful reports. These reports provide analysis of call activity which can be used to compare the performance between individuals and different departments. You will be able to monitor call waiting times, the length of calls and how long callers are waiting before hanging up. This enables you to target specific areas for training and improvement in order to increase efficiency and productivity.

Voicemail to Email

With a voicemail to email feature, your voicemail messages are transcribed into text format and delivered to your email inbox. This reduces the need to write down all of the details left in a voicemail, which sometimes involves listening to it several times when a caller is speaking quickly. Receiving voicemails as emails also allows you to organise your messages easily so they can be prioritised and auctioned accordingly. You will also be able to save important messages for your records, for as long as you need.