Most modern phone systems will come with a wide range of features, well known functionality such as pick-up, transfer, speed dialling, conference, call divert and similar features that we all take for granted. Many of the features wont ever be used but it is nice to-know they are available if required in the future.
Specify which applications correctly from the start.
In addition to these, your phone system can be specified with additional applications or which application you want to new phone system to integrate with. It’s rather like buying a Windows PC: it comes with several built-in features that would enable you to get started; but if you want to do specialised work you need to request the required software. It’s the same with phone systems. You’ll be living with the decisions you make for many years, that’s why it’s vital to think them through and get them right from the beginning.
Some of the available phone system applications are as follows:
- Automated answering
- Call recording
- Outlook Integration
- Contacts Database
- Auto attendant functionality
- ACD (Automatic call distribution)
- Call management
- Mobile Phone Integration
- DECT (Digital Enhanced Cordless Telephony)
- CTI (Computer telephony integration)
- Desktop Softphones
- Remote Workers
Whether it is the convenience of the ubiquitous voicemail or a very specific CTI application for running your call centre efficiently, the costs and inconvenience of retro-fitting an overlooked application make it imperative that you consider your requirements carefully at the needs assessment stage.