How to Select a Business Phone Service and Why Cox Business is The Best Choice

Even in a digital-first world, “65% of people prefer to contact a business by phone call,” according to the Invoca Call Intelligence Index. However, your customers expect access to on-demand support and services from any device.

To handle conversations across multiple channels, you need a business phone service that provides more than core voice elements. Your system must satisfy budget, operational, and customer needs, now and in the future.

But, navigating your choices for phone services is challenging. From bundled phone options to add-on features, making a decision takes time and research. The right choice results in a partnership that allows your company to adapt to changes year-after-year.
 

Companies need a phone system that breaks down silos and prioritizes data-driven decisions. After all, your clients and staff embrace technology in their personal lives. So, they expect your company to deliver top-notch service without interruption.

With an updated business phone system, you won't have to worry about adjusting to the next big advancement. Instead, you can upgrade features with the click of a button or one phone call. As technology changes, it's vital that your company builds trust and deepens relationships. Do so by consistently meeting customer expectations on all platforms.

Does your current business phone system support your goals? Objectives for customer satisfaction and staff productivity rely on supportive technology. Problems like a disconnect between departments or complaints about slow response times imply a problem. Gone are the days where office phones only handle analog calls. Instead, your business phone system joins teams and remote workers. It ensures seamless communication across all channels.

Technology plays a significant role in success. Business leaders report that increasing digital engagement capabilities is the #1 priority. But, it's costly to update and upgrade services.

Fortunately, new business phone systems support agility. Review your existing network for flaws. Then, explore options that protect and enhance future growth.

Below are 3 common indications that demonstrate your current business phones system may not meeting the needs of your business and employees.

Does your IT team spend more time repairing as opposed to improving infrastructure?  Forrester says, "A customer-obsessed operating model requires your technology infrastructure to evolve at the customer's pace." Your business phone system should support:

• Adding access for remote and telecommute staff
• Updating phone lines or moving locations without big IT investments
• Increasing contact options for various channels
• Improving security as new threats arise

You can't risk downtime for upgrades or safety breaches. Nor do you want to spend a huge chunk of your budget every time technology or customer behavior changes. Avoid disruption by choosing a business phone system that evolves with your company.

Your office phones may provide call monitoring or other helpful features. But, many owners can't access data used for decision making. New phone systems offer dashboards. These put customer data and team information at your fingertips.

Channel, device, and performance data helps you quickly locate problems and implement changes. A supportive business phone system helps you by:

• Boosting cross-team communications about ongoing problems
• Providing multi-channel response times for better resource allocation
• Putting conversations on one platform for all teams to access

Does your present system tie employees to their desks? 53% of workers believe mobility is key to improving productivity, according to Cisco. Limited options affect your staff and clients. Plus, an outdated system lowers your company's trustworthiness.

However, a flexible phone system ensures a cohesive experience across platforms. For instance, cloud-based systems get clients to information faster. Your phone system acts as an all-in-one client support center. You can:

• Create call groups for quick replies
• Lower response times on all channels
• Provide self-service options for common questions

Even in a digital-first world, “65% of people prefer to contact a business by phone call,” according to the Invoca Call Intelligence Index. However, your customers expect access to on-demand support and services from any device.

To handle conversations across multiple channels, you need a business phone service that provides more than core voice elements. Your system must satisfy budget, operational, and customer needs, now and in the future.

But, navigating your choices for phone services is challenging. From bundled phone options to add-on features, making a decision takes time and research. The right choice results in a partnership that allows your company to adapt to changes year-after-year.

You’ll find a variety of business phone services on the market. Not all plans will meet your budget or operating requirements, and going with the lowest cost option may put your business at risk. Use data insights to determine how a new provider helps you reach your goals. Review:

• Current call volume
• Number of office users and remote users
• Types of devices your staff uses
• Channels used by existing customers

Regardless if your existing system is analog, private branch exchange (PBX), or voice over internet protocol (VoIP), updates may be required. For instance, moving to cloud communications requires high-speed internet access, so you need to make sure that your bandwidth is up to speed.

Although some providers work with your current equipment, others may require adaptors or upgraded devices. Get a clear idea of what it’ll take to update your phone service by checking out service specifications and adding it to your total cost of ownership (TCO).

Cloud-based services charge a per-user fee. But, the expenses are considerably less than an on-premise PBX system. When looking at the overall cost, account for installation, equipment, and ongoing maintenance. If you need to upgrade internet services or add extra features, then an increase in budget is necessary. Other considerations include the cost of:

• Extra IT support for updating and maintaining services
• Dedicated provider customer service to prevent downtime

Deloitte says, “You can’t analyze what you can’t see. Companies will likely need the ability to harvest data and visualize its implications across the enterprise.” When you select a business phone service, you’re choosing a partner. The right one helps you examine your needs, understand essential research, and compile the data required for solid decision-making.

While there’s a variety of hosted VoIP providers, not all offer a full range of services. At a time where trust from customers and stakeholders is essential, it’s vital to prioritize quality that you can depend on. Services, like those provided by Cox Business, keep your company agile and ahead of the latest trends. Plus, you can rely on the reliable support and unwavering consistency year-after-year.