Advanced Buyers Guide

Advanced Buyers Guide – The five key elements

Researching modern telecom equipment, even for a small system, can be a major undertaking. The variety of hardware, the wide range of features, functions and additional software applications, not to mention the wide variance in cost, can be daunting to the uninitiated.

Using this guide will help you focus on the five key elements needed to develop an effective system and solution.

The planning stage

Consider your current basic requirements, how many users (extensions) you need, how many handsets, analogue lines, ISDN and fax lines, internet connections etc.

A good starting point is to compile a simple list of extension numbers and put against each one a user name and job function as this will help direct attention to the communication needs their role may require.

For example:

  • Do certain users need to be able to pick up the calls of other staff?
  • Are key staff members often away from their desks/offices?
  • Do any staff need voicemail facilities or mobile (DECT) handsets?
  • Do certain users handle a high volume of incoming calls?
  • Would Computer Telephone Integration (CTI) be beneficial in identifying callers and managing the customer database? And so on.

Now that you have an overview of your current requirements, it’s important to consider your potential future requirements, make sure that any systems you consider are capable of expansion (scalability) in terms of adding additional users and functions.

Applications and features

All basic business telecom systems come with variety of functions as standard (group hunting, pick up, transfer, speed dial, etc), however, there are a wide variety of additional applications and features that can be incorporated into each system that are designed to enhance the productivity and efficiency of the organisations trading and communications strategy, such as:

Voicemail, Automated Answering, Call Management, Computer Telephony Integration (CTI), Voice Recording, Voice over IP etc.

The sheer variety of these applications and the number of ways they can be implemented, makes it difficult (if not impossible) for anyone not immersed in telecoms technology to effectively assess their potential benefits, therefore a good contractor should take the time to highlight the relative merits of each application and its relevance to your trading strategy.

Implementation and Installation

The level of sophisticated technology that goes into even the most basic of telecommunication solutions will almost certainly require the employment a professional contractor to project manage the installation, and at the very least provide familiarisation training for users.    

Identifying the features, functions and applications required for a telecoms solution is only part of the process, next it is important to consider the project management, installation, configuration and aftercare of your system. Choose a contractor who is Manufacturer Accredited and able to provide a comprehensive and on-going programme of service including access to upgrades, system growth, maintenance and technical support.   

Technical support and ‘aftercare’

Modern telecom systems are built around sophisticated electronic components that run complex software applications. In turn, each system is then reliant on the reliability and compatibility of other equipment: analogue and digital phone lines, computers and servers, power lines and so on. The likelihood is that no matter how robust the technology and equipment, there may come a time when part of your communication system suffers a failure.

Each organisation needs to calculate the impact such a ‘downtime’ would have on its ability to trade effectively and retain the confidence of clients etc. There are a number of steps that can be taken to mitigate these circumstances. Firstly, a good supplier will ensure that if the system stops working you have access to a prompt assistance. Remote diagnostic software allows technical support teams to identify faults and make changes to a system, often avoiding the need for a site visit, and significantly reducing any lost time or disruption to services.

Finance and ‘through life’ cost

Ultimately, a business telecom system should be viewed in the same way as any other utility, why expend capital from your business to pay for it in advance? In the majority of cases it is financially more advantageous to opt in favour of a leased system due to the tax advantages outweighing the potential interest payments.

It remains an effective way to control the use of expenditure, and allow investment in the most suitable technological solution. Most reputable dealers will provide some sort of finance programme to help spread the cost.

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