6 min read
Is your business phone system struggling to meet your needs? Limited features and inefficient call handling can make daily operations a hassle. Plus, being tied to your desk restricts flexibility.
You’ve probably known for a while that there’s a better solution out there.
Modern cloud-based phone systems offer a variety of features that can really improve how your business communicates.
This guide is here to help you find the perfect provider for your business in the Nordics. Here's what we'll cover:
- Signs it's time to move on from your old phone system
- Must-have features for a phone system that boosts your business
- How to find a reliable provider you can trust in the Nordics
What is a business phone system?
A business phone system is the central communication tool for your company, allowing you to make and receive both internal and external calls. Features include call routing and voicemail. Cloud-based systems add flexibility, scalability, and advanced features like CRM integration, enhancing efficiency and customer service.
The basics: How does a business phone system work?
A business phone system connects your company's internal phone lines with the public telephone network, facilitating seamless communication with customers, partners, and colleagues.
Cloud-based phone systems
A cloud-based phone system specifically allows you to make and receive calls over the internet and store data in the cloud. This eliminates the need for on-premise equipment and reduces maintenance costs. Cloud-based phone systems adapt to the needs of businesses of any size, allowing employees to be available from any device, regardless of their location. They offer full functionality while ensuring all data lives securely in the cloud.
Is your business phone system holding you back? Here's how to tell
Outdated phone systems can cause constant headaches and missed opportunities for many businesses. Here are common signs it’s time for an upgrade:
- Limited features: An outdated IVR system can frustrate customers with complex menus and long wait times. Without Automatic Call Distribution (ACD), reaching the right agent or user is difficult. Additionally, the lack of call recording and transcripts makes it hard to review interactions for quality assurance and training.
- Limited mobility: Desk-bound users hinder collaboration and responsiveness, slowing response times and limiting customer interactions. Modern systems with features like softphones and mobile integration enable calls on the go. Mobile call data is automatically stored in the CRM, ensuring all interactions are tracked and accessible regardless of location.
- Limited scalability: If adding new agents or features is complex and expensive with your current system, it’s time for a change. You need a system that can grow with your business, allowing for easy scalability as your needs evolve.
Choosing the right business communication solution provider for your needs
You're ready to break free from your outdated phone system and embrace a modern solution. But with so many providers out there, how do you find the perfect fit for your business?
Here's what you should look for:
Key features of a great business phone system
The right business communication solution should transform how you communicate and collaborate, both within your company and with your customers
- Automatic Call Distribution (ACD): Ensure callers reach the right agent quickly, reducing frustration and improving customer satisfaction.
- Interactive Voice Response (IVR): Simplify call routing with a user-friendly IVR system that lets callers navigate inquiries independently or reach the appropriate agent, enhancing customer experience.
- Call Recording and Monitoring: Improve quality assurance and training with call recording features, and resolve customer disputes more efficiently.
- Mobile Functionality: Empower your employees to take calls on the go with softphones and mobiles, fostering unparalleled collaboration, responsiveness, and exceptional customer service.
- Integration with Teams: Enable your users to make and receive phone calls using Microsoft Teams
Download your free phone system features checklist
To help you compare features and figure out exactly what your business needs, we've created a super handy checklist. It will help you pinpoint the features that align perfectly with your business’s requirements.
Security, reliability, and support
Your peace of mind is essential. Look for a provider that offers:
- Robust Security: Protect sensitive customer information with robust security measures from your provider.
- High Uptime Guarantees: Ensure consistent service and minimize downtime with a provider offering high uptime guarantees.
- Responsive Customer Support: Get the help you need quickly with responsive and knowledgeable customer support available in the Nordic languages.
Why Enreach is the ideal choice for Nordic companies
Enreach is a leading provider of advanced business communication solutions, including AI-enhanced business phone systems and mobile telephony services in multiple countries. Enreach goes beyond basic functionality, offering a comprehensive suite of features designed to empower your business and foster seamless team collaboration.
A feature-rich system tailored to your needs
Call Center Functionality: Enreach's system includes essential features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and call recording. These tools streamline call routing, automate responses to common inquiries, and enable call monitoring for quality assurance, improving efficiency and ensuring a superior customer experience.
CRM Integration: Enreach seamlessly integrates with popular CRM systems like Salesforce and Dynamics 365, embedding the voice system within the CRM for a unified experience. This enables agents to manage calls and customer data in one place, eliminating the need to switch between systems and significantly boosting productivity.
Mobile telephony: Enreach provides mobile telephony services as an integral part of the communication solution.
360-Degree Customer View: Enreach logs all call data in the CRM, creating a comprehensive record of all customer interactions, including calls and emails. This holistic view provides valuable insights, significantly enhancing customer service and targeted marketing efforts.
Unified Communication: Integrates your communication solution with Microsoft Teams, letting your users decide how to make and receive calls - from a softphone, mobile phone or Teams.
💡 Did you know you can use Microsoft Teams as a phone system? Here’s how!
Your partner in the Nordics
Enreach's presence and deep understanding of the Nordic market set us apart from global vendors. Here's why:
Understanding of Local Needs: Based in Finland, Enreach intimately understands the specific communication needs and business landscape of Nordic countries, offering tailored features and functionalities to meet your unique business needs.
Multilingual Support: Enreach offers native Finnish, Danish, and Swedish customer support, ensuring clear communication and faster issue resolution, which is crucial for excellent service to your diverse customer base.
Compliance with Nordic Regulations: Enreach is well-versed in Nordic data privacy regulations like GDPR, ensuring your business remains compliant and protected from legal risks.
Closer Collaboration: Nordic businesses benefit from Enreach’s geographical proximity and shared cultural understanding, facilitating smoother project implementation and ongoing support, making Enreach a reliable partner.
Unlock the power of AI in your business phone system
Enreach’s phone system leverages AI to supercharge efficiency and effectiveness beyond basic calls. Here’s how:
- AI-powered call transcription: Convert every conversation into valuable CRM data, enhancing agent efficiency and providing key performance insights.
- Smart contact routing: Route customers to the right agents based on skill level, workload, or longest idle time.
- AI-powered IVRs: Streamline customer calls with smart IVRs that respond to voice queries, reducing wait times and improving the overall service experience.
🤖 Explore Enreach's AI-driven features
Business phone system vs. contact centre software: What's the difference?
When choosing a communication solution, it's important to understand the difference between a business phone system and contact centre software. Here's a quick comparison:
A business phone system facilitates internal and external voice communication, featuring call routing and voicemail, and sometimes integrates with other business tools, focusing on basic communication needs and improving company efficiency.
Contact centre software manages customer interactions across multiple channels, including phone, email, chat, and social media. It offers advanced features like automatic call distribution (ACD), interactive voice response (IVR), call recording, and analytics, enhancing customer service and support operations by efficiently handling high volumes of interactions.
For businesses with multiple locations and high communication needs, such as B2C businesses, understanding these differences can help select the right solution.
Enreach offers both business phone systems and contact centre solutions combined in one communication platform to cater to diverse business needs.
Elevate your business with the power of Embedded Voice
Embedded Voice by Enreach is a powerful platform offering communication tools for both enterprise and customer service users. It adapts to any organisation size, allowing employees to be accessible from any device and location.
Frequently asked questions about business phone systems
What is the difference between a cloud based phone system and a cloud PBX? A cloud-based phone system offers comprehensive communication solutions using internet technology, suitable for businesses of any size. A cloud PBX (Private Branch Exchange) specifically manages call routing and handling within the cloud, replacing traditional on-premise PBX hardware.
What are the benefits of a cloud-based phone system? Benefits include lower costs, ease of scalability, enhanced mobility for remote work, advanced features like AI-driven analytics and CRM integration, and high reliability with data stored in the cloud.
How does a cloud-based phone system improve customer service? Features like intelligent call routing, call recording, and CRM integration enable better call management, efficient handling of customer inquiries, and improved agent performance through comprehensive data insights
Is a cloud-based phone system secure? Yes, reputable providers like Enreach offer robust security measures, including encryption, secure data storage, and compliance with data protection regulations like GDPR.
How do cloud-based systems handle call quality? With a stable internet connection, cloud-based systems can provide high call quality, often better than traditional systems, due to advanced technologies and better infrastructure.
What are the costs involved with implementing Embedded Voice by Enreach? The costs for Embedded Voice vary based on the features and scale of deployment. Pricing models include monthly subscriptions or annual licensing, with additional costs for custom features or higher-tier plans.