If you’re a business owner or a manager, you know the difficulties of staying connected in modern times. Customers want to be able to reach out to companies and brands they admire on the go from wherever they are in that particular moment.

So how can companies meet the needs of their customers while staying adaptable to changing times? Businesses are all coming to the same conclusion: sign up for a virtual business phone service.

If you’ve been considering a serious upgrade to the way your business communicates and operates, then you’ve come to the right place. In this guide, we’ll go over the ins and outs of a modern business phone service. Here’s what you can expect:

A business phone service is a communications solution for that allows multiple phones to be connected to the same business number and phone system. The phone service can be either on-premise or hosted using voice-over-internet-protocol (VoIP) technology.

Common business phone system features include call hold, transfers, voicemails, and conference calls. Other business phone services also offer advanced calling features that can give teans much greater flexibility when communicating.

With a traditional, on-premise business phone system, desk phones are connected via wires using a physical Private Branch Exchange or PBX. This system will route incoming calls to connected phone lines via analog signals. Businesses can set up a business directory or use a secretary to route calls. This also provides a shared internal network for team members to reach one another by dialing extensions.

With a cloud PBX, all of the hardware infrastructure is hosted off-site by a third party provider and the calling functions are done through the cloud.

The conversations and interactions that take place will be sent and received as a digital signal. With VoIP technology, audible speech is converted into digital packets of information. It’s then reconverted by codecs to voice audio on the receiving end. Because this process is facilitated by the cloud and the internet, it means that team members can handle calls from anywhere in the world.

The world of business phone services has been greatly expanded due to VoIP technology. So today there’s a wide universe of business communications solutions available. It can be hard to sift through so many choices and find the option best suited for your business. It’s best practice to do your due diligence and research current market trends.

However, the best business phone service providers give you the most important call features.

Local number porting and direct-dial phone numbers

Local phone number porting lets you keep your existing business phone numbers and retain your brand equity. With a platform like 8x8’s Business Phone, you can choose a local number from over 120 different countries to maintain a local presence wherever you operate. This makes it easier for your customers to reach you without having to dial long-distance or toll-free numbers from another country.

Unlimited Calling, SMS & Fax

VoIP providers like 8x8 offer unlimited free calls for any standard rate domestic landline or mobile phone number. You can make and receive calls from up to 48 countries. Recent studies have shown that nearly all of the workforce intends to continue working from home. Combined with the 8x8 Work app for mobile devices, this lets you and your team handle calls from wherever you are.

Businesses like yours can also expect:

• Unlimited nationwide calling, free extension-to-extension calls
• Free calls to all 8x8 Work users
• Unlimited international calling to destinations including France, Germany, Italy, Ireland, Puerto Rico, and Spain
• Unlimited SMS text messaging with 8x8 Work (Canada and US only)
• Receive and manage faxes in the cloud–download or forward via email

Using a flexible cloud-PBX will help future-proof your business for the evolving trends of hybrid and remote working.

Business VoIP phones

The best phone systems use VoIP technology to give your business ultimate flexibility and adaptability. Desktop, mobile, and browser-based apps allow you to turn any smart device into a VoIP softphone.

VoIP makes it easy to add new lines and users or add-on features and upgrade services as your business scales. It also saves you money by letting you avoid the heavy upfront costs of telecoms equipment and the maintenance cost of having an in-house IT team.

Multi-level auto attendant

VoIP business phone services help streamline call routes through the use of auto-attendants. These auto-attendants act as virtual receptionists for callers through interactive self-service menus to connect to the right person or department. Auto-attendants can shorten average handle time (AHT) and improve first call resolution by getting callers to the right destination as quickly as possible.

With a business cloud phone solution like 8x8, you get what’s known as a multi-level attendant. This type of attendant is much more intelligent and capable than your bog-standard virtual receptionist. A multi-level attendant comes with a complex set of customization rules that let you set multiple call flows. Businesses can create many auto-attendants with multiple profiles to fit the needs of their various clients or customers.

HD video conferencing

Today, forward-thinking businesses operate on the move. This means they also employ several remote teams or workers. Audio and text-based communication are always great for getting core business processes done.

Video conferencing can be very effective for improving comprehension and collaboration between team members. Additionally, platform tools like file sharing and screen sharing provide visual aids that enhance the process by increasing engagement. With 8x8, you get unlimited video messaging and video conferencing so you and your team can stay connected.

Call Forwarding & Transfer

Businesses can streamline the process of handling inbound calls with features like call forwards and transfer. With 8x8, users can set up custom forwarding rules to prioritize things having alternative or personal phone number calls forwarded directly to their business lines. This ensures you’ll never miss an important call while out and about, working from home, or in the office.

Easy and quick call transferring also makes for a painless call resolution process for your customers. If an agent isn’t the right person to handle the call, they can transfer the caller to another extension within seconds. However, with what’s known as a warm call transfer, they can first check the extension to make sure the other team member is available to handle the call beforehand. Warm transfers help avoid wasting time and increasing caller frustration.

Call recording

Unlike a traditional PBX, VoIP business phone systems can come with automatic call recording. With 8x8, you can store call recordings on Dropbox or use the platform’s cloud storage. Supervisors and managers can use call recordings to improve training materials and individual agent performance. Users can record calls themselves to easily recall important information or monitor their own call performance.

For compliance purposes, you can turn on an audio notification to alert all parties that the call is being recorded. For platforms like 8x8, administrators can also configure recording to automatically begin for incoming or outgoing calls as well as implement on-demand call recording from the Virtual Office Online dashboard.

Custom greetings and hold music

People these days live busy lives and being put on hold during a phone call can be frustrating. Custom greetings and hold music can help improve the customer experience while waiting to connect to a team member. The use of royalty-free music can cheer up impatient callers. And custom greetings/messages can be used to keep callers up-to-date with call waiting times and important company announcements or promotions.

Visual Voicemail

Voicemail should be a standard inclusion of any business phone system. It’s a modern-day necessity for callers to reach unavailable people in a business. Cloud PBXs like 8x8 come with visual voicemail that can add a great deal of flexibility to how messages are received. With visual voicemail, recordings are automatically transcribed and sent to your email inbox.

This makes it easy for users to access voicemail when the environment isn’t so conducive such as when in a meeting or on public transportation. Since the transcription is delivered via email, it can easily be shared or forwarded to other colleagues for rapid coordination or clarification. Emailed voicemail transcriptions also include an attachment of the audio file and can serve as backup storage in case messages are deleted from the service.

Call Queues

Call queuing can vastly improve the customer experience when dealing with customer support. This is because it will constantly update the caller on their position in the queue and their expected wait time. Vital information like this can be the difference between a caller waiting it out and hanging up on the call in frustration.

With plans like 8x8 X2 or X4, businesses can give callers the option of a queued callback. This feature synergizes with call queueing to save customers as much time as possible. Callers will be prompted if they wish to receive a callback when an agent is available. Caller ID can automatically record their phone number or they can choose to provide an alternative number. From there, they can go about their day, ready to receive a call and be fast-tracked to an agent or representative.

Call Monitoring

Call monitoring can improve call quality and the customer experience. This is accomplished by enabling supervisors to listen in on sales and customer service calls and seize opportunities for team growth and learning. And if things aren’t going so well, managers can jump right in to call to assist or take over as needed.

With the 8x8 platform, this feature is known as “barge” and it instantly creates a 3-way call. This feature can be especially useful during training or for helping out newer agents while they get lose their training wheels. Another useful feature of 8x8 Business Phone is a more subtle option to whisper guidance to the employee that the caller will not be able to hear.

Call Analytics

Businesses, large and small, can all benefit from reporting and analytics once only available to large enterprises. With a business phone line solution, you can connect information from multiple sources to have it viewable all from one place. Advanced call analytics can help managers and supervisors track and identify trends in employee behavior or adoption.

With customized reporting and analytics, important information like call logs can be monitored in real-time. And important metrics like call quality and average handle time help decision-makers gain valuable insights for improving business communications.

Desktop and Mobile apps

VoIP phone services come with fully functional apps so businesses aren’t tethered to their desk phones. A business phone system like 8x8 comes with desktop apps and mobile apps for iOS and Android. This lets your team turn any computer, tablet, or other mobile devices into a highly capable softphone. Your business will be able to operate from anywhere in the world and at any time as long as there’s connectivity to the internet.

Your team members can work remotely or conduct business while on the go. From one app, they can communicate and collaborate with colleagues and also interact with customers. This includes features like team messaging and video conferencing that can all be handled from one central space.

Integrations

Unlike a traditional business phone system, modern-day technology like a business VoIP phone service can connect to other company tools. Integrations allow for a seamless exchange of data between business systems as well as adding capabilities to your existing applications. These connections can vastly improve workflows and further enhance platform analytics by enlarging important datasets.

With 8x8, you can connect your phone system to some of the most powerful business solutions on the market today. This includes giving agents access to customer account information in real-time with CRM integrations for solutions like Hubspot, Microsoft Dynamics, Pipedrive, and Salesforce.

Other 8x8 Work integrations include:

• Freshdesk
• Netsuite
• Zendesk
• Slack
• Google Workspace
• Office 365
• Microsoft Teams
• Skype
• Zoho

Flexible pricing and phone plans

When a business like yours is shopping for a business phone solution, they must first decide whether they want a traditional on-premise solution or a VoIP business phone service. Which technology you decide to go for will depend on business needs.

VoIP is the way forward for flexible and scalable business communications. Cloud-based PBX providers like 8x8 have opened the way to powerful communication capabilities for even small businesses and solopreneurs. Large businesses and enterprises may still opt for a traditional PBX.

Modern businesses like yours are always looking for ways to work smarter. With the 8x8 cloud PBX, you can take your business into the digital age with VoIP telephony. But the 8X8 platform does so much more than help you connect with your team and customers.

Flexibility to work how you want

With our wide variety of apps, you and your team can decide to work how and when you want. We have desktop apps for handling business communications at the office, the cafe, or at home. Our mobile apps enable you to work on the go from anywhere as long you have an internet connection. And for those among you who hate installing applications and software, we have browser-based apps that come packed with functionality.

The best calling features

Our enterprise-grade cloud PBX gives your business the top features so you can be more competitive. This includes but is not limited to:

1. Unlimited business calling, SMS, and Fax
2. Multi-Level Auto Attendant
3. Call Recordings
4. Visual Voicemail
5. Call Management
6. Corporate features- Directory Assistance and Presence
7. Call Analytics
8. Loads of integrations

Save money through flexible pricing and phone plans to suit any business needs

Whether a manager or a business owner, you want to get the best tool for the job. But you also don’t want to break the bank. A cloud PBX can save your business heaps of cash when compared to other options.

This plan is perfect for small businesses and comes with voice, video, and messaging features as well as unlimited calling in the US and Canada. Pricing starts at $15 per month per user.

For those that need more with a business phone plan, the 8x8 X Series has many important features and capabilities to fit any business. 8x8 also has other VoIP solutions such as our world-class unified communications suite for businesses that includes a completely cloud-based call center. You can save on your monthly bill by opting to pay annually.

Customer Support and Services

Using a VoIP platform should be painless and easy to use for your business. At 8x8 University, we provide training courses to get you and your team up to speed. There are tutorial and onboarding courses for core and advanced features so you can get the most out of our service. We also provide user guides for apps and integrations as well as a self-service knowledge base for DIY troubleshooting.

For larger implementations, we offer a full wealth of professional services. These can either get you started or fully manage your business communications system and integrated contact center. We can also work with you to incorporate 8x8 into any of the apps in your existing tech stack. Get in touch with us today to find out more.

What is a business phone system?

A business phone system connects multiple phones to the same business number. Additionally, this enables businesses to manage and handle all incoming and outgoing calls as needed. These systems can be set up with traditional phones and a PBX or using VoIP providers via a virtual phone system.

What is a PBX phone system?

PBX stands for private branch exchange and is a business phone solution. Traditionally, a PBX would require a switchboard operator and multiple phone lines to operate. This would involve full-time employees managing and directing internal and external calls. Today, providers like 8x8 utilize cloud technologies to supply a virtual business phone system.

What is a VoIP phone system?

VoIP stands for voice over the internet protocol and is a technology for digital voice communications. From cloud-based platforms, users can make a call from any internet-connected device.

Speech is converted to digital information and transmitted instantaneously from the cloud to the listener on the receiving end. VoIP can be used by businesses to conduct phone calls from app-installed smart devices and web browsers as well as mobile phones.

How much does a business phone service cost?

Today, a cloud PBX is much more affordable than a traditional analog-based system. With a VoIP phone system, businesses do not need to invest in telecom equipment or pay for the installation of hard-wired phone lines. Additionally, they will not need to divert IT resources to set up and maintain the system.

A platform like 8x8 gives businesses access to enterprise-level capabilities starting at only $15/user/month. There are also priced plans for larger businesses needing more integrations and advanced features. For these plants, pricing starts at $24-$57/user/month depending on which plan and whether you choose to pay monthly or annually.

What’s the best small business phone service?

8x8 is one of the best plans for small businesses, startups, and solopreneurs. This affordable plan included unlimited voice calling within the US and Canada as well as video meetings, SMS text messages, and Team Chat. Other features like auto-attendant, intelligent call routing, visual voicemail, meeting recording, and file-sharing will help you and your team improve collaboration and customer service. And as long as your team has a computer, tablet, or cell phone with internet access via Wi-Fi, they can work from anywhere in the world.