Still not sure if you even need a business phone system, or if VoIP is a fit for you? No problem. Here are some questions and answers that may help.

Q: Do I need a phone system?

A: The simple answer is yes. Because so much of a business's success depends on how it presents itself, all businesses benefit from some sort of business phone system.

"We believe that no matter the size or type, every business should have the tools and solutions needed to professionally present themselves in todays competitive marketplace while maximizing their ability to work efficiently and stay connected to customers and co-workers," said Gary Goerke, founder of Clarity Voice, a business phone systems innovator.

Q: Can't my employees and I just use our mobile phones for business purposes?

A: It is definitely possible if you want to invest in a virtual phone system. Using a virtual phone system allows you to use your mobile device while still presenting a professional image.

Goerke said, however, that he wouldn't advise using mobile devices without a virtual softphone system. "While it may be intuitive, mobile phone plans are simply not set up to offer the same business features that specifically designed business phone systems offer. For example, mobile phones can't offer a virtual receptionist to answer calls and quickly and easily connect customers with the proper company contacts, or provide important business information like hours and directions. You don’t have the same control to listen to calls or gain analytical insights with mobile devices unless they’re linked to a softphone system like Clarity’s mobile workforce system"

Q: I've always had a traditional landline system. Will I be at a disadvantage if I continue using this type of system in the future?

A: The problem with landline systems isn't their functionality. They still operate at a high level. The biggest issue you will run into with traditional landline phone systems is that new options are no longer being built.

Melissa Swartz, founder of the telecommunications consulting firm Swartz Consulting, said the industry has moved away from the time-division multiplexing technology used in traditional landline systems, which has resulted in an end to research and development for these types of systems.

"No additional enhancements are coming," Swartz said. "The industry is concentrating R&D resources on VoIP, unified communications and cloud architectures."

In addition, she said, no software upgrades are available. This means you won't have access to many new features and capabilities.

Finally, technical expertise on these types of legacy systems is disappearing, according to Swartz. "Parts are still mostly available but will be getting harder to obtain," she said.

Q: How do I know which phone system and provider are right for my business?

A: The decision really comes down to the resources you have available. You need to consider your budget, whether you are a growing business, whether you have an IT staff capable of running and maintaining an in-house phone system, and whether you have access to a high-speed internet connection.

When you're choosing a phone provider, Swartz said it is important to look for one that offers more than just the tools and features you want in a phone system. She said you want a provider that has the technical expertise, time and resources to provide the level of support your business requires.

"Don't underestimate the importance of the support partner in your decision – make sure their company culture is customer centric and their service hours are 24/7," Swartz said.

Q: With cloud systems, is there only a monthly fee, or are there other costs I should be aware of?

A: Swartz said there can be some upfront costs with cloud-hosted phone systems. "Typically, you still have to pay for the IP phones and support equipment that reside on premise[s], so you don't totally avoid upfront costs unless the provider will 'rent/lease' the phones to you like Clarity Voice does."

In addition, some providers charge activation, installation, setup and training fees.

Q: With a cloud-hosted system, am I sharing a server with other businesses, or is there a server just for my business?

A: Many cloud phone system providers offer businesses the option of using a shared server or paying extra for their own dedicated server.

Swartz said choosing a dedicated or shared server depends on if you want the system solely devoted to you, or if you want to buy it as a service on the same platform the provider offers to everyone else.

"That is a good option for someone that doesn't have a lot of special requirements or need a lot of customization," Swartz said of shared servers. "If you are a large [organization] of thousands of employees with complex custom needs, that's not going to be a good option."

Q: Is the connection on a VoIP system as good as on a landline?

A: While some users might be concerned about the quality of a VoIP system and how it sounds, the technology has come so far that it's nearly impossible to tell the difference between landline and internet-based calls.

"It's highly comparable, if not actually better," said Melissa Fisher, Chief Operating Officer for Clarity Voice. "A lot of carriers have switched to VoIP-based systems, and most folks can't tell the difference. Phones from Poly offer HD Voice and Acoustical Fencing which serves as background noise canceling. Busy call centers and noisy auto service customers love this new feature"

However, to make sure call quality remains clear and strong, businesses have to be diligent about how they set up their data network, according to Fisher.

"You have to set aside a certain amount of your internet bandwidth to ensure that that call has quality, and the voice call has to take priority over your other traffic," Fisher said. “Additionally, how you set up your router using Quality of Service configurations impact quality too which is why Clarity Voice has pre-configured routers and offer Watchdog Services (an SD-WAN device with monitoring service) to ensure voice traffic is prioritized properly.”

Q: What types of features are available in a VoIP phone system?

A: While feature-rich phone systems were previously used only by large corporations, today's VoIP options give small businesses the same benefits. Here are some of the features you may find most beneficial:

• Voicemail
• Voicemail-to-Email
• Voicemail-to-Text
• Voicemail Transcription
• Call Forwarding
• Call Recording
• Call Queues
• The option of both local and toll-free numbers
• Interoffice Instant Messaging
• Conference Calling
• Automated Attendants
• Extension Dialing
• Ring Groups
• Directory Assistance
• Call Transferring
• Internet Faxing
• Call Reports
• Call Monitoring
• Missed Call Notifications
• Multiple Confrence Calling Options
• SMS Text Instant Messaging
• API Integrations with popular programs, such as Microsoft Outlook, Salesforce and hundreds of popular point-of-sales(POS) and Customer Relationship Management (CRM) systems

Q: Can remote employees access a business phone system?

A: VoIP technology gives employees the freedom to take and make business calls from anywhere, without the need for a business-dedicated cell phone or give out their personal phone numbers. Business VoIP systems offer smartphone applications and mobility features that give employees the full functionality of their desk phones anytime, anywhere.

Q: Why should I care if my employees can access the phone system when they're out of the office?

A: Mobility features are helping employers show that their employees are always there to take care of their customers' needs. Whereas previously, employees could only use their personal cell phones to speak with clients when they were away from their desks, business phone system mobility tools allow workers to be reached without giving out their private numbers when they want to be contacted outside the office, Fisher explained.

"It allows you to represent yourself with your business identity," she said.

Q: If my business has multiple locations, does it matter if I have an on-premises or a cloud-based system?

A: While both on-premises and hosted systems can support organizations with multiple locations, using a hosted solution can simplify things, Fisher said. "If you have a lot of distributed sites and you need to talk together, it is a way to standardize and consolidate it onto one platform."

Now that you know the types of phone systems available and what each one offers, you need to determine which provider is best for you. Here are some factors you may want to use in your evaluation:

1. Are they FCC registered? You want to work with a company you can count. Non-registered companies can literally go out of business overnight. Don’t put your business in the hands of fly-by-night carriers.
2. Initial Support – While many companies will claim to have support many business models are managed by the one and done method – you buy a IP phone in a box and their done. You don’t want the headache of fumbling to install your system by yourself – make sure they have virtual installation or onsite professionals that can help you with set-up.
3. Technical Support vs Customer Service – Customer Service departments that offer friendly voices, but lack technical expertise is little help when issues arise. You don’t want to talk to someone from another country who doesn’t know the business challenges you face each day or how the technology you rely on works. Make sure you have 24-hour, seven day a week technical service supports all 365 days a year. You never know when issue may occur, and with any technology, unanticipated issues can happen.
4. Not My Problem Syndrome – Will your service provider make the effort to help you understand what is impacting your service? Will work on your behalf to solve issue with Internet Service Providers or Carriers? At Clarity we go even further with our complementary Internet Concierge service to ensure you’re not paying too much for your internet service and Watchdog Monitoring Service that helps ensure your communications are prioritized properly. Lastly in the case of internet or power outages, Clarity offers failover devices that will ensure you’ll never miss a call not mater what mother nature may throw at you.
5. Predictable Billing – Know what your total cost will be. Many companies’ burry extra costs in ‘fees’. Billing can change monthly making budgeting difficult. With Clarity Voice you’ll get one fixed fee and multiple plans to choose from.