Virtual PBX Featured Article

How to Evaluate a New Business Communications Solution

April 27, 2018

By Paula Bernier - Executive Editor, TMC

Many organizations today continue to rely on outdated phone systems to support their businesses. But newer, cloud-based communications and collaboration solutions can enable them to save money, be more efficient, and bring teams together to deliver better customer service and drive innovation.

Indeed, communication and collaboration are considered key aspects of digital transformation. And digital transformation is all about delivering better business outcomes by employing new technology-enabled strategies and processes.

So, what should you be looking for in a new cloud-based phone system? Of course, the answer to that depends on who you are and what you need.

But whatever the case, you’ll want to select a communications and collaboration provider that has proven its success in this arena. So it’s helpful to talk to other organizations who now use or have used the solution and provider you’re considering. You can ask the solution provider for references. Better yet, ask your partners in the industry what business communications systems and services they’re using and what their experiences have been like. Or go to a chamber or commerce event or a trade show and strike up casual conversations about this topic to get some unscripted user input and supplier ideas.

Ask these other businesses, and your potential supplier, about their experience with and their methods of address such things as legacy-to-cloud migration, analytics, billing, customization, integration with existing business systems and applications, network connectivity, porting, technical support, and user training.

Also inquire with potential suppliers about how long they’ve been in business, their financial situation and stability, their background and expertise, and whether they have supplied solutions for others in your industry vertical (which probably has some unique needs).

Be clear on what you need. But also pay attention to whether potential suppliers ask questions that both reflect some understanding of your business, and indicate a true interest in learning more about your particular requirements. That’s obviously a good sign.

Oh, and make sure when the supplier provides a bid, it addresses everything you need and includes the detail you require to ensure you know what to expect.

Edited by Maurice Nagle


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