How Can the Right Phone System Make Life Easier for a Small-to-Medium Business?


SMBs want reliability, flexibility and the ability to deliver outstanding customer experience. – Tim Kimber, Mitel


When we talk to small-to-medium businesses (SMB) about their communications needs, several key themes emerge. First of all, they want a system that just works—totally reliable and something they don’t have to worry about during evenings and weekends. So far, so good.

Another recurring theme is around having a system that can grow and develop with the company. ‘Rip and replace’ is not an ideal scenario for a busy, often fast-growing business that has a low tolerance for any downtime or unplanned financial surprises.

Something else that increasingly comes up is the concept of delivering a great customer experience. Typically, the leadership of the organization have come to the realization that having the best widget at the right price is no longer enough. In today’s highly competitive marketplace, the service wrapper that the company puts arounds it products and solutions has become the key differentiator. This is a trend that all the latest researchers and analysts agree with—delivering superior customer experience results in vastly improved revenue and profit performance.

The question is, how do we help deliver this with a business phone system? The answer lies in the software that surrounds the PBX (private branch exchange), which is where the industry-leading manufacturers are directing their efforts. This is an entirely logical response, as there’s a limit to the functionality that can be put into a PBX—It’s the applications surrounding the system that deliver the more advanced functionality that SMBs are clamoring for.

Head over to our partner’s website to read the full article: Mitel website.

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