Save money

It's easy to reduce your operating costs and increase profitability with the right communications system. Features such as automated attendants, voice messaging, Voice over IP and call centers all conserve resources and add up to considerable savings. Save staff time and frustration

Getting the task done right is always easier with the right tools. The latest phone system technologies have time-saving features that enable staff to be more effective and less frustrated. Voice mail, caller ID and Internet phoning and data file sharing are all benefits to your staff's productivity.

All these features offer advantages to your business but shouldn't be overwhelming to manage. You want a system that is so easy to learn your employees won't need training. Some phones have display windows providing step-by-step directions on how to use a feature while on the phone, further reducing the need for intensive training.

Enhance your company's image

Your communications system is often your potential customer's introduction to your company. Well-handled calls can turn into business opportunities, sales and a reputation for top-notch service. Your clients, both established and potential, will likely equate their experience using your phone system as a measure of your company's professionalism. Today's affordable phone systems - designed specifically to meet the needs of small- to medium-sized business - can make the difference as your business strives to grow.

Grow your business

Growing your business means staying on top of your day-to-day business and freeing your staff from repetitive and time-consuming tasks. Providing them with the infrastructure to work efficiently is half the battle and your communications system is crucial. From automating simple tasks such as a receptionist's duties to creating your first formal call center to handling real-time orders and service, today's business communications systems offer the choices and flexibility you need to expand your business.

Define your needs

First, consider your current phone use:
  • The number of phone sets and users.
  • Types of users - ranging from users with minimal phone set usage requirements and low call volumes to busy call answering positions with comprehensive feature needs.
  • Number and length of incoming and outgoing calls per day - both long distance and local.
  • Frequently called locations.
  • Peak time for phone use.
  • Frequently used features.
  • Common frustrations with the existing system.
  • Phone line needs for voice, fax and computers.

Next, think about future requirements:
  • What changes or increases in phone use might occur over the next year or two?
  • Are you adding branch offices?
  • What are your staff's needs and highest priority phone features?
  • Ask customers and suppliers for input.

Review what you have learned and identify:
  • Number of sets you'll need including special requirements such as voice conferencing units in meeting rooms and wireless solutions to support warehouse activities.
  • High-priority voice features and capabilities you'll want available on each set.
  • The amount of growth capacity you will need to support your business plan.
  • The availability of additional applications to support changing or evolving business needs.

Reliability

Your communications system is your company's lifeline - you can't afford to miss calls or lose data while your system is down. Trouble-free use of your system, day in and day out, should be a minimum expectation. Any system you purchase should come backed by a guarantee.

Ease of use

A large percentage of the frustration staff experience is directly related to the technology they use in their jobs. A communications system can have all the latest bells and whistles, but won't save time or money if it's confusing to use. Look for features such as a display window that provides instructions while you are using your phone. Programmable buttons let each user customize his or her phone to specific user needs. You should also consider phones that offer high-quality built-in speakers and headset jacks.

Cost-effectiveness

With today's communications systems, you can have big-company features with a small-company budget. The right communications system should provide a measurable return on your investment. As well as simplifying phone use, special software can save you money by tracking billable activities and generating reports on incoming and outgoing calls. Some systems even have tools to reduce the need for external system maintenance. Protect your investment by buying a system that can be easily upgraded as your needs change or new features become available.

Flexibility

A flexible system allows you to easily make modifications, as you need them. Add a call center for a product launch or a wireless solution that allows the key members of your team to remain available as they move around your office. Flexibility can also include the capability to quickly and easily change the way your system is programmed. With some phone systems, programming can be done using a PC in your office. This cuts down the need for costly programming administration and allows the users of the system to make changes to optimize available features.

Easily upgraded for growth

You want to be able to take advantage of today's quickly changing technology without scrapping your whole system. As your business grows you want a communications system that can grow with you. Look for a communications system with an open architecture that allows for easy upgrading of both hardware and software.

Applications

When selecting your communications system, application availability is a key consideration. Some popular applications to consider:

Voice messaging

Voice messaging systems are designed to take messages but can do so much more:
  • Auto attendant directs incoming calls by providing callers with a list of options, which can include reaching an individual, a mailbox or a receptionist. Auto attendant can answer calls when the receptionist is busy or provide information, such as office hours, when the business is closed.
  • Visual message waiting indication can be provided locally on your phone set or you can be notified of a message at another location or on your cell phone.
  • Voice messages can be seamlessly exchanged with other users at different networked sites or broadcast messages can be sent to specific departments or the entire company to keep your employees informed of business issues or highlights.
  • Unified messaging lets you manage voice, e-mail and faxes from your computer or laptop, locally or remotely.

Call centers

When there are several people answering similar kinds of telephone calls (at an order desk or reservations office, in a customer service department or technical support center) a call center is the best choice. Call centers systematically hold calls in a queue and efficiently route them to your staff. A call center can organize and manage call distribution for as few as two agents to as many as 100+. Systems may have flexible routing and can be customized. You can send VIP callers to special agents automatically, bypassing any hold time or unnecessary prompting to access their account information. Before a call is transferred to an agent, you can broadcast a recorded announcement about a special promotion or new product. (Research has shown that up to 34 percent of callers will ask about a product or service advertised while they are on hold.)

A call center will help you:
  • Answer more calls with the same number of staff.
  • Cut long ringing and hold times.
  • Increase revenues.
  • Reduce costs.
  • Improve customer service.
  • Manage the peaks and troughs in call traffic with call center reporting software.

Integrated voice and data solutions

All voice and data traffic will eventually run on a unified network because of the cost savings involved. Reduced operating costs, improved customer service with advanced applications and simplified local or remote network management are all possible today. Combining the potentially numerous pieces of voice and data communications equipment into a single, fully integrated communications platform can mean faster response times and a lower total cost of ownership.

Enhanced features and capabilities

You can choose from a range of enhanced features such as:
  • Unified messaging - combine your voice messages, e-mail and faxes into one in-box on your PC.
  • Computer Telephony Integration (CTI) - combine the intelligence of your phone system with the power of your PC to enable applications such as point-and-click dialing or automatic file retrieval based on your customers' incoming calling line identification.
  • Branch-to-branch networking - to enable four-digit dialing between locations, the ability to transfer voicemail messages to anyone on the network or the option to have voice traffic carried over an existing data network.
  • IVR - Interactive Voice Response, a technology in which a customer uses a touch-tone telephone to access a database to acquire information from or enter data. IVR technology can be both touchtone and voice activated but does not require a live operator. The customer's interaction with the database is predetermined by what the IVR system will allow.

How will my system be planned?

After you have defined your needs, the next step is to match these needs with the right communications system for your business. Look for a vendor who takes the time to understand your business, short- and long-term goals, your business' competition, the requirements of staff and customers and your budget. Be sure to discuss both existing and anticipated business needs, services, technologies and security requirements. The vendor should suggest a few alternatives for your consideration and clearly explain all the pros and cons of each system.

How easy is it to upgrade and add new features and capabilities?

The ability to add capacity as your business grows could be the most important part of any telephone system you consider. Look for a flexible, modular system that can be easily expanded or modified. Some systems offer pre-installed applications that can be instantly enabled with a simple key code. If the system is linked to your computer network, additional features can be made available in minutes by clicking on an icon on your computer screen. Consider a system that has remote management capabilities and supports open standards.

How are service, maintenance and training handled?

Service, maintenance and training are usually part of the contract when you buy or lease a phone system. Questions to consider or ask a potential vendor:
  • Will you need service available for 40 hours a week or 24/7? What about emergencies? What constitutes an emergency?
  • Does the service contract have performance guarantees indicating response time to trouble calls?
  • Can potential problems be solved remotely or is a site visit required?
  • Are there price guarantees for service contract renewals?
  • What guarantees are there in case of dissatisfaction with service?
  • What is the maintenance schedule?
  • Does the system have features that identify potential problems before service is affected?

You will need some training on the operation, maintenance and management of the system. In addition, the vendor should provide reference manuals and user guides. Confirm that there are no other manuals you will need to buy, and that you can reproduce the materials for internal use.

How reliable is the system?

Reliability is critical in today's fast-paced, technology-based marketplace. Ask about the reliability of any system you are considering and get the guarantees you need to ensure the system will do what the vendor claims it will.

How can I protect my investment?
  • Incorporate a new system into your existing phone components (phone sets and cabling).
  • Choose a system that is easily upgraded. You want a flexible, building block system so that you can grow and fine-tune it to respond to changes in your business.
  • Consider integrated voice and data solutions which can reduce costs and increase efficiencies.
  • Check what guarantees are offered. Some companies offer up to a one-year customer satisfaction guarantee, which mitigates the risk of your purchase.

What is the system's capacity?

Ask about the number of ports - the number of incoming lines and telephone sets that the system can support. Ask about what's involved to expand the number of ports and at what cost. Ensure that the system you might purchase does not hinder the growth of your business.

What safeguards are in place in the event of a power failure?

Ask about an uninterruptable power supply (UPS) so that your system continues to handle calls during a power outage. Most systems can be connected to a battery to give you back-up power ranging from a few minutes to a few hours. Ensure that programming data and call logs will not be lost in the event of a power failure.

How much space does the system take up?

Even the most sophisticated small and medium-sized business communications systems will fit into the telephone closet in a typical office building. Some systems can even fit onto a table or be wall-mounted and take up as little space as a small filing cabinet.

What kinds of cost controls are in place?

Nobody likes surprises when the numbers come in. Ask these questions:
  • Does the contract state that the vendor reserves the right to change the unit list prices?
  • Is advance notification of price increases required giving you time to find another supplier?
  • Is there a minimum annual long distance quota that must be met to receive a discount?
  • If you need to reschedule or cancel delivery, what notification is required and will there be penalty charges?

What is the vendor's background?

Look for a vendor who has been in business for a number of years and has an established reputation.
  • Ask for a client reference list.
  • Call clients with similar needs to your own and check their satisfaction with the system and service.
  • Find out if the seller offers training and after-installation support.
  • Ask if there are there branch offices or affiliates in other geographic areas where you intend to grow.
  • Ask if there is a commitment to new product development and continuous improvement of service and how will the vendor communicate information about these developments and enhancements.

Why is voice fraud a concern?

Hackers can use your long distance service, resell it to others or change your long distance carrier without your knowledge. Protect the confidential information on your voicemail system from nuisance voicemail meddlers. Be aware that once hackers are inside your system they can disable your security functions and make fraud hard to detect. Information about unprotected systems and access codes is easily exchanged over the Internet.

Why is fax fraud a concern?

Hackers have routed fax calls to pay-per-minute numbers in other countries resulting in huge untraceable costs for international calls. They have also requested lengthy documents from fax-back servers and then routed the calls to a pay-per-minute number. Remember that any system connected to a voice or data network is vulnerable.

Why is cellular fraud a concern?

Hackers can steal long distance services from your cellular system just as they can from your business phone. A radio scanner captures the security numbers that help track your phone charges. The number is then copied onto other terminals. Although digital cellular systems are more secure than analogs, they can still be invaded.

What can a security plan do for my company?

A security plan assesses the risks of unauthorized use of your phone system and identifies security measures appropriate for your business. It's important to balance your security needs against costs and ease of access. You should also consider insurance to limit the impact of any loss.

What security measures can I take?

Implement a security plan for your communications system that includes:
  • Regular security audits, including a review of call records, particularly outside normal business hours or exceptions to normal usage including particularly long calls or calls to or from unusual locations.
  • Restricted access to your system through user IDs, passwords or callback systems.
  • Alarms that notify when there are repeated attempts to access the system.
  • Monitor systems that track usage patterns and traffic.
  • Multiple and overlapping security measures for extra protection and backup.

You can buy, rent or lease to purchase the system from your local telephone company or from a host of resellers offering solutions in your area. Costs for phone systems include the cost for the phone sets, central cabinet, wiring and installation, training, programming, service and future modifications. Think about financing options and determine if your vendor can bundle other services to offer you a complete solution.

What should I expect to pay to get started?

Prices vary widely based on the size of your system and the applications you choose to add. Remember that lower up-front costs are no bargain if they mean ongoing repair and service fees or if upgrades mean purchasing a whole new system. Expect to pay between U.S.$300 to $600 on average per user for the core system, plus installation and service fees.

In addition to the hardware, there are additional costs for voice, video and Internet service. Voice and video services are usually about U.S.$20 to $50 per month, while Internet access may cost U.S $30 per month and upward depending on the speed of the service.

Your service provider will be able to tell you exact costs in your area.

How much do service contracts cost?

Service contract pricing varies widely depending on the access to service (normal business hours versus 24/7) and the guarantees of how quickly problems will be resolved. Vendors may also offer extended warranty or defined upgrade paths to support your ongoing needs. Compare rates from several vendors and take a few moments to think about the costs to your business of having your phone system down during business hours.

Norstar

Our popular Norstar portfolio offers an all-digital key system that provides reliable telephony for small to medium businesses. Known all over the world for its excellence in scalability and reliability for a minimum investment, the Norstar system grows with your business, enabling you to add new capabilities at your own pace. When your business is ready to move to VoIP, you can simply add a Norstar VoIP Gateway or migrate to the BCM. The Norstar supports up to 200 stations.

Business Communications Manager

The Business Communications Manager (BCM) is the only converged voice and data solution in the industry that offers small to medium-sized businesses a way to manage most of the communication technologies your company needs from a single, easy-to-manage platform. The BCM includes capabilities such as telephony, unified messaging, multimedia call center, interactive voice response, IP routing and data services such as firewall, wireless and more - all in one box! The BCM can support up to 200 stations.

Meridian

Over the past 25 years, the Nortel Meridian Communications Portfolio has become synonymous with quality, reliability and scalability. From 20 to 16,000 stations, this PBX system provides a wide range of options to fit your unique needs.

For more information on telephone systems solutions for small to mid-sized businesses, contact Barry Communications today.

Call us at (508) 853-7120
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