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Study Shows SMBs Are Slow to Adapt

March 20, 2015

By Maurice Nagle - Virtual PBX Web Editor

A recent study conducted by Hanover Research illustrated the usage and perception of business phones in small and medium-sized businesses (SMBs), and the results seem to echo Plato’s age old saying, “Ignorance is bliss.” After speaking with over 400 capital equipment purchase decision makers who represent more than 20 verticals, respondents illuminated the fact that most SMBs lack awareness of trends in technology and are not leveraging phone systems to their fullest potential.


The advent of the cloud and all that entails may be well and good, but if businesses don’t know what a virtual PBX or Unified Communications (UC) can offer we are left with a lot of underutilized solutions.

"Twenty years into the advent of the VoIP technology, business phone systems have become more intelligent and capable than ever before. These results tell us that there is a real opportunity to help educate SMBs on how they can optimize their business phone systems to increase efficiency, boost productivity, and do more with less," said Chris Hasenauer, vice president and general manager of Allworx. 

Voice remains the preeminent means of communication for SMBs, as nearly three quarters of those surveyed listed it as extremely or very important to their business—all this in the face of social media, email and video.

The top five phone features used by SMBs, per the survey, are listed in the following order:

  • 3-way calling (60 percent)
  • Intercom (42 percent)
  • Conference call bridges (41 percent)
  • Music on hold (40 percent)
  • Calling other locations using extensions (37 percent)

According to the survey, almost half of respondents plan to evaluate their business phone system soon and nearly 90 percent doing so in the next three years.

Based on the survey, the top five desired phone features are:

  • Voice as email attachments (38 percent)
  • Remote desk phones (25 percent)
  • Music on hold (25 percent)
  • 3-way calling (24 percent)
  • Mobile client for desk phone (24 percent)

I use the phrase, “Ignorance is bliss” in the kindest way possible because, at the end of the day if you don’t know what you are missing, you simply don’t know. For SMBs fighting to gain presence in their respective markets a virtual PBX or its sibling offerings provide greater collaboration, cost savings and more flexibility—not to mention, each of the five most desired phone features.  




Edited by Dominick Sorrentino


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