1. Phone Systems for Small Businesses Where, What, Why and How

2. Phone Systems for Small Businesses 1-40 Employees Primary Needs: Saving Money Basic Features Every dollar counts in a small business Unless your business model focuses on the telephone, you probably don’t need to invest in the most robust telephone system 1-40 Employees Primary Needs: Saving Money Basic Features Every dollar counts in a small business Unless your business model focuses on the telephone, you probably don’t need to invest in the most robust telephone system

3. Phone Systems for Small Businesses Best bet: Handout Key System PBX (Private Branch Exchange) Keyless System Unit (KSU) If most of your interactions with customers are in-person, a KSU-less system can offer basic business telephone features for the lowest cost If you expect your business to grow beyond 10 employees, of if the phone is your primary connection to your clients, a key system is the probably the better choice Best bet: Handout Key System PBX (Private Branch Exchange) Keyless System Unit (KSU) If most of your interactions with customers are in-person, a KSU-less system can offer basic business telephone features for the lowest cost If you expect your business to grow beyond 10 employees, of if the phone is your primary connection to your clients, a key system is the probably the better choice

4. Decisions What size phone system does your business need? What Features are Needed Phone System Pricing What size phone system does your business need? What Features are Needed Phone System Pricing

5. What Size Phone System Does Your Business Need? In order to answer this question you must first answer some questions. Line and extension worksheet In order to answer this question you must first answer some questions. Line and extension worksheet

6. What Features are Needed Look for 1-2 essential features. Instead of creating a laundry list of everything you might want your phones to do, just pick the most important features and make it the focus of your decision

7. What Features are Needed Literally hundreds of features for switching calls and directing traffic. Phone system dealers estimate that most companies never use 90 percent of their telephone features. Instead of comparing features on a one-to- one basis, you should examine how your phone system is used. Limit your feature search and evaluation to only those options that will improve the workflow in the office. Literally hundreds of features for switching calls and directing traffic. Phone system dealers estimate that most companies never use 90 percent of their telephone features. Instead of comparing features on a one-to- one basis, you should examine how your phone system is used. Limit your feature search and evaluation to only those options that will improve the workflow in the office.

8. Features (Handout) Voice Mail Auto-attendant Conferencing Music or Advertising on hold (callers hear messaging/music while on hold) Dial by name, extension (4 digit), directory services Display sets, speaker phones Call routing and tracking features Computer Telephony Integration (allows for advanced call handling features for call centers) Voice Mail Auto-attendant Conferencing Music or Advertising on hold (callers hear messaging/music while on hold) Dial by name, extension (4 digit), directory services Display sets, speaker phones Call routing and tracking features Computer Telephony Integration (allows for advanced call handling features for call centers)

9. Estimating Phone System Costs Phone system prices vary based on 5 factors (Handouts) Key systems can range from $350 to $1000 per user, depending on the features you select. For larger PBX systems, prices start at around $800 per user, but usually wind up more in the $1000 per user range. There are significant economies of scale: very small offices will find it hard to stay under $350 to $1000 per user for any system, and companies with 100 or more employees save considerably. KSU-less systems generally cost between $130 and $225 per phone. While the savings may seem attractive, keep in mind that this is really only an option for offices of 10 or fewer people. If a KSU-less system fails to meet your needs and you have to upgrade your system again, the savings you thought you had achieved will vanish. Phone system prices vary based on 5 factors (Handouts) Key systems can range from $350 to $1000 per user, depending on the features you select. For larger PBX systems, prices start at around $800 per user, but usually wind up more in the $1000 per user range. There are significant economies of scale: very small offices will find it hard to stay under $350 to $1000 per user for any system, and companies with 100 or more employees save considerably. KSU-less systems generally cost between $130 and $225 per phone. While the savings may seem attractive, keep in mind that this is really only an option for offices of 10 or fewer people. If a KSU-less system fails to meet your needs and you have to upgrade your system again, the savings you thought you had achieved will vanish.

10. Phone System Vendors Keyless Systems Key Systems Talk Switch Panasonic Avaya Phone Systems ESI Phone Systems Inter-Tel Phone Systems NEC Phone Systems Nortel Phone Systems Toshiba Phone Systems Vertical Phone Systems Vodavi Phone Systems Keyless Systems Key Systems Talk Switch Panasonic Avaya Phone Systems ESI Phone Systems Inter-Tel Phone Systems NEC Phone Systems Nortel Phone Systems Toshiba Phone Systems Vertical Phone Systems Vodavi Phone Systems

11. Other items that may impact your phone system decision What is your estimated budget for this purchase Can you make changes yourself Do you have mobile workers Do you have multiple locations Are you interested in service and/or maintenance contracts Are you interested in leasing/financing What is your estimated budget for this purchase Can you make changes yourself Do you have mobile workers Do you have multiple locations Are you interested in service and/or maintenance contracts Are you interested in leasing/financing

12. Other items that may impact your phone system decision Can you make changes yourself Some phone system vendors install a system that requires their services to make changes. A small business should be able to make changes on the fly – so look for a system that makes the MAC (move, add, change) process understandable to a non-technician. This will let you be more responsive and reduce the number of expensive service calls you have to make to the phone system provider. Can you make changes yourself Some phone system vendors install a system that requires their services to make changes. A small business should be able to make changes on the fly – so look for a system that makes the MAC (move, add, change) process understandable to a non-technician. This will let you be more responsive and reduce the number of expensive service calls you have to make to the phone system provider.

13. Other items that may impact your phone system decision Do you have mobile workers If you have some employees who are often on the road, mobile connectivity is an important consideration. In addition to carefully comparing cell phone services, ask the phone system vendors you're evaluating what features they offer to support mobile workers. One helpful feature is the ability to forward calls from a phone extension to a cell phone after a certain number of rings. This "automatic call forwarding" or "follow me anywhere" feature lets callers contact the people they need to reach without worrying about where they are. Do you have mobile workers If you have some employees who are often on the road, mobile connectivity is an important consideration. In addition to carefully comparing cell phone services, ask the phone system vendors you're evaluating what features they offer to support mobile workers. One helpful feature is the ability to forward calls from a phone extension to a cell phone after a certain number of rings. This "automatic call forwarding" or "follow me anywhere" feature lets callers contact the people they need to reach without worrying about where they are.

14. Other items that may impact your phone system decision Do you have multiple locations Small businesses with multiple locations should consider other options like Centrex and VoIP (Voice over IP). Centrex provides 4 digit dialing between locations and eliminates calling costs between locations. VoIP lets you use data networks instead of regular phone lines to connect your calls. There are two primary advantages of Centrex and VoIP phone systems. First, they provide the full features of your phone system to every phone on the system – even remote offices or home workers. Second, they completely eliminate calling costs between your locations. Don't confuse these systems with VoIP telephony services like Vonage or Skype. Do you have multiple locations Small businesses with multiple locations should consider other options like Centrex and VoIP (Voice over IP). Centrex provides 4 digit dialing between locations and eliminates calling costs between locations. VoIP lets you use data networks instead of regular phone lines to connect your calls. There are two primary advantages of Centrex and VoIP phone systems. First, they provide the full features of your phone system to every phone on the system – even remote offices or home workers. Second, they completely eliminate calling costs between your locations. Don't confuse these systems with VoIP telephony services like Vonage or Skype.

15. Other items that may impact your phone system decision Who will install the system? The dealer or a subcontractor? Who will provide training? What will training include? What are the costs associated with service and maintenance? Does the dealer provide backup during a power failure? Does the dealer have remote maintenance capabilities? What changes can you make yourself to avoid service calls? Who will install the system? The dealer or a subcontractor? Who will provide training? What will training include? What are the costs associated with service and maintenance? Does the dealer provide backup during a power failure? Does the dealer have remote maintenance capabilities? What changes can you make yourself to avoid service calls?

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