What Features Should You Look for in a Business Phone System?

What Features Should You Look for in a Business Phone System

The number of businesses has reached 333.34 million worldwide in 2023. It means that the competition is growing, and even a little strategic limitation can leave you behind the competition. You should be extra attentive to your strategies and techniques to stay ahead of the competition. 

Communication is “key” in business. Various studies and surveys among employees and executives show that more than 86% find a lack of collaboration or ineffective communication as the main reason for workplace failures. 

Telephone systems for business are essential tools for effective telecommunication management. Customers expect immediate responses to their inquiries, and employees need to be able to communicate effectively with each other regardless of their location.

The Benefits Behind a Strong Cloud Telephone Network

A telephone system for businesses is a vital communication tool. A corporate phone system can help to:

  • Improve Customer Service: an advanced phone solution can help improve customer service by providing features like routing, voicemail, and recording. According to a survey, 80% of customers say that a company’s provided experience is as critical as its products or services.
  • Increase Efficiency: when using a communication system for businesses, you can streamline your communication processes and increase efficiency. According to a survey, 75% of employees claim work would be more effective if they had access to better communication tools.
  • Cut Costs: traditional business landlines can be expensive, with high upfront costs and maintenance fees. A VoIP system for small businesses can help save money, as there is no need for expensive hardware or maintenance. Studies show that companies that switch to cloud-based solutions can save up to 50% on their phone bills.
  • Improve Scalability: As businesses grow, their communication needs change. A business communication platform should be scalable, allowing to add or remove phone lines as needed. According to a survey, 52% of businesses say scalability is a top factor when choosing a phone system.

How the Remote Workplace Changed the Need for a Phone System?

With the rise of remote work, cloud communications platforms have become more popular as they give the flexibility to operate from anywhere in the world. According to a study by Buffer, 99% of remote workers want to work from home at least some of the time, and an advanced telephone infrastructure can help facilitate this.

With employees working from different time zones and locations, it is crucial to have improved business landlines that can route calls to the appropriate person and enable them to answer calls from anywhere. Customers expect to be able to contact a business, whether it is through a phone call or text message. A phone system can help companies provide efficient customer service, improve team collaboration, and increase productivity in a remote work environment.

Understanding the Top Features When Choosing a Phone System for Business

With so many corporate phone systems on the market, it can be challenging for businesses to select the right one. Check out the essential features you should consider when choosing a business phone system, so you can make an informed decision and choose one that meets your business needs.

  1. Customised Greetings and IVR menus
    When a customer calls your business, the first point of contact is often the automated greeting they hear. A custom greeting is a great way to make a positive first impression and set the tone for the rest of the call. By including a personalised greeting that mentions the customer’s name, you can instantly create a more welcoming experience.

    IVR menus, on the other hand, can help to reduce call wait times by routing customers to the appropriate department or representative quickly and efficiently. By providing customers with a range of options, IVR menus will meet their needs fast and accurately. These two features can lead to higher levels of customer satisfaction and loyalty.


  2. Call Routing and Forwarding Options 
    Routing and forwarding options are crucial features in a phone network. They help companies manage incoming calls efficiently and ensure that customers will get directed to the appropriate department or representative. It can lead to faster resolution of their queries or issues bringing increased customer satisfaction and loyalty.

    By routing calls to the appropriate department, routing and forwarding features help to reduce wait times for customers. It can help to improve customer experience and reduce the likelihood of customers abandoning calls or becoming frustrated.


  3. Call Recording and Tracking
    Recording and tracking are essential features in the call handling process. They offer numerous benefits to companies to provide better customer service. They also enable companies to monitor how the staff handles customer interactions and give feedback to improve performance.

    Businesses can use audio capture and tracking features as evidence in case of disputes or misunderstandings. It provides an accurate record and can be used to verify everything discussed during the call. The features will help monitor staff performance and identify areas for improvement. By analysing call metrics such as call duration, hold time, and call resolution time, you can identify areas for improvement.

  4. Real-time Reporting and Analytics
    Real-time reporting and analytics enable businesses to monitor call volumes, response and resolution times. This information helps to identify bottlenecks and inefficiencies in their call centre operations and take corrective action.

    Among various other benefits, real-time reporting and analytics can help businesses increase revenue by providing insights into call centre operations and customer behaviour. This information enables you to find new opportunities to upsell or cross-sell products and services, increasing revenue and customer lifetime value.

  5. Integration with CRM and Other Business Tools
    Integration with CRM and other business tools is essential for any phone system. It will help companies improve workflow and productivity and enhance customer service.

    By providing staff with real-time access to customer information, companies help employees understand customer needs better and provide personalised service, improving satisfaction and loyalty. This essential feature can help centralise data and ensure it is consistent across all systems. It reduces the risk of errors and improves data quality, enabling businesses to make better-informed decisions.

  6. Voicemail to Email Transcription
    Another great feature of an advanced phone system is voicemail-to-email transcription. It allows businesses to receive voicemail messages as text-based emails, making it more effective to manage and respond to messages.

    Voicemail-to-email transcription saves time by allowing staff to quickly scan their emails and identify which voicemail messages require their attention. It reduces the time spent listening to lengthy voicemail messages and enables staff to prioritise their workload.

  7. Disaster Recovery and Business Continuity Options
    Disaster Recovery and Business Continuity options minimise downtime by ensuring the phone system remains operational in case of a disaster or outage. It reduces the impact on the business and its customers, allowing companies to operate as usual. This feature ensures that critical systems and data are backed up and recoverable. It minimises the risk of data loss and ensures that business operations can resume as quickly as possible. You can maintain customer satisfaction and loyalty, even during challenging times.

  8. Cost-Effective Pricing and Plans
    Cost-effective pricing and plans are budget-friendly for businesses. It allows companies to access advanced phone features without spending on expensive hardware, software, and infrastructure. Such options allow businesses to upgrade or downgrade their plans per their requirements. This flexibility helps to grow and adapt to changing market needs without worrying about additional expenses


If you are a small business owner or an entrepreneur, having a reliable and efficient phone system is crucial for maintaining communication with your customers and clients. 

With Jet Interactive’s customisable IVR menus, call queuing and forwarding options, recording and tracking, real-time reporting and analytics, and integration with CRM and other business tools, you will get what you need to run your business effectively. Our flexible pricing model and excellent customer support and service ensure you will get a solution tailored to your specific needs and budget.