Is your PBX phone system on its last legs?

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Are you struggling with a traditional PBX phone system?

PBX systems are no longer supported as Unified Communications becomes more prevalent:

Business Communications Evolution

Businesses have migrated from on-premises phone systems toward Unified Communications as a Service (UCaaS) for a number for reasons:

 

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Discovery:

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STEP 2

Quotes/RFP:

Solution providers compete for your business

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Implementation:

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Things to consider
when choosing a new phone system

Making a selection can be complicated. We can help.

Features and functionality

Does the system support your unique business needs? Integration with other systems, call routing, international call needs, SMS support, call recording, and call transcription are just a few considerations

Responding as quickly as possible to all inquiries

Ongoing support

Does the solution provider deliver 24/7 support, make functional changes as your business evolves, and provide an administration portal if desired, and have live people to answer your questions when you have them?

Integration support

Everyone will say they integrate with your CRM, customer support system, and internal messaging applications. However, will they demo the exact features so you can be confident these integrations deliver to your needs?

Network,Switch,And,Ethernet,Cables,data,Center,Concept.

Infrastructure requirements

Does your office have the necessary wiring, cabling, and internet bandwidth to support this project. If not, we can help with that as well.

Cost Benefit Calculations

Pulling together existing costs for phone lines, what will remain and what will be a savings, and potential efficiencies is critical to getting your ROI on this investment

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Training and Usage

Does the solutions provider have the training and support for users that have questions…and when you bring on new employees?

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Features and functionality

Does the system support your unique business needs? Integration with other systems, call routing, international call needs, SMS support, call recording, and call transcription are just a few considerations

Ongoing support

Does the solutions provider deliver 24/7 support, make functional changes as your business evolves, and provide an administration portal if desired, and have live people to answer your questions when you have them?

Integration support

Everyone will say they integrate with your CRM, customer support system, and internal messaging applications. However, will they demo the exact features so you can be confident these integrations deliver to your needs?

Infrastructure requirements

Does your office have the necessary wiring, cabling, and internet bandwidth to support this project. If not, we can help with that as well.

Training and Usage

Does the solutions provider have the training and support for users that have questions…and when you bring on new employees?

Download Our Note: How Contact Center can Support Your Business

Download Our Note: Top Considerations When Choosing a Platform

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Frequently Asked Questions

This is a great question, and the answer it truly varies.

Unified Communications systems (also called cloud-based business phone systems) typically will range from $18 per month to about $30 per month depending on the solutions provider, the term of the contract, the features required, and whether or not physical phones are needed as part of the services.

In addition, for customers that are large enough (e.g. over 150 phones), significant discounts can be gained from running an RFP process to make sure that solutions providers are truly competing for your business. For smaller customers, figuring out which provider is the best match for your needs is critical. For example, some providers provide all of their features for an all-in-one price while others have an a la carte model where additional features are charged as extras. Matching your needs to the solutions provider’s pricing structure will help get you the best deal.

Unified Communications as a Service (UCaaS) usually refers to business phones with the standard functionality that business users expect. These include voicemail, call transfer and handling features, automated attendants, integration with CRM solutions and customer service solutions, operability with Teams or another collaboration platform, fax integration, a mobile app, and call transcription.

Contact Center as a Service (CCaaS) refers to agent features for call center agents that may either handle inbound calls from clients or outbound calling to reach out to people in your database. CCaaS solutions will provide additional functionality, including TCPA compliance, agent monitoring, call reporting, skills-based routing, dashboards on call activity, advanced call routing procedures, and advanced omnichannel integration.

For a more detailed conversation about these differences and what might be right for you, contact us! We would love to hear from you.

This varies but an installation can be done as quickly as 7 days or may take as long as 45 days or more to complete. Therefore, it is important to keep this in mind when making a decision to move forward.

Some of the factors that can delay the implementation of a new system are:

The migration of existing phone numbers from your old phone company – This is a process that is subject to the control of your existing carrier, and we need to ensure they receive all the necessary documentation to port your phone numbers in a migration.

The wiring in your office – UcaaS systems are data devices that connect to the internet, so the wiring needs to be Category 5 data cabling. Making sure that you have the correct wiring is important and a rewiring project can possibly delay implementation.

Slow internet speeds – If your internet needs to be upgraded, this would need to be completed prior to a UCaaS implementation.

Complicated Installs – If you have a large installation or a multi-site configuration, more time is needed as we might recommend installing new phones on a site-by-site basis, for example, in order to ensure the smoothest transition possible.

Training of large teams – Training and user confidence in a new system is a critical part of making sure everyone is happy with a new system. Therefore, we might recommend spacing out training post-installation to make sure you have happy users.

Sure! A UCaaS solutions provider would take over the management of your phone numbers from your phone line carrier. This process is called porting numbers.

This makes sure that you maintain your numbers after an installation, even if you cancel your old phone lines in order to save money after the install.

There are places where your business can save money using a UCaaS solution:

Phone Line Costs – UCaaS solutions use your internet connection to make and receive calls. Therefore, you no longer need voice phone lines from AT&T, Verizon, or the carrier that you are currently using for voice lines, if at all.

Maintenance Expenses – Are you paying a vendor to come on site for maintenance every time you add an employee, change a voicemail tree, or need to troubleshoot something? This support is now included in your base fee!

Leasing Expenses – Traditional PBX systems were expensive. So, many companies decided to lease them, which incurred hefty interest expenses with a bank or equipment leasing provider. Since UCaaS solutions are rented, there is no financing and interest expense.

Hardware Upgrades – Traditional PBX systems used a ‘razor and blades’ model to price their hardware. So, phones could you be hundreds of dollars whenever someone spilled a cup of coffee on their phone. If you choose to rent phones, they would be replaced for free in most situations.

If you are interested in implementing a UCaaS or CCaaS solution, we are your advisor through the process.

Moreover, we do not charge you any fees for this service.

We first would begin by understanding your business needs and how you would like to augment your connection with customers, suppliers, and other people in your network. Next, we help you select multiple solutions providers from the 200+ partners we can access in order to find you the right partners.

As you please, we can run an RFP process, provide demos, and ask the tough questions from each of these solutions providers to ensure you are getting all the information you need to make an informed choice.

Finally, once you have decided on a solution, we remain involved to ensure the implementation, project management, and training are conducted to maximize a smooth project.

Contact us to chat further.

This is a good question to discuss with solutions providers that we evaluate together. UCaaS systems should have a comprehensive administrator platform that you can use to log in and make changes on your own should you wish to do so.

In addition, a solutions provider should also provide 24/7 support for technical issues via phone and email so that you can contact them to make changes for you if you would like to delegate that task as well.

A 24/7 help desk is critical also for outage issues, connection problems, and anything else that might disrupt your business operations. For this reason, this is a critical evaluation point in identifying a provider that can support your business.

There are advantages to both scenarios. If you already have hardware that you would like to reuse and is in good condition, this would save money and ensure that users are familiar with the usage of the hardware.

However, if you are looking for new phones, you may decide to rent them in order to give you flexibility to upgrade, replace, or fix defective hardware as situations arise.

We can provide quotes for both scenarios so that you can make an informed decision.

Possibly yes. For example, if you require phone call handling through Microsoft Teams, some of the solutions providers will need an E5 license with Microsoft Teams in order to support desired functionality.

For this reason, we are there to help ask the right questions in the solutions provider evaluation process to get you the level of answers you need to make an informed decision.

First and foremost, we are on your side of the table in the process, advocating for you. Therefore, you are not going to get pushy sales pitches from us.

Instead, we work to make sure that you are asking the right questions, getting the right information, and have an advocate when implementation is in progress.

Since telecom projects can be complicated and involve a number of different departments in a company, we know how to help bring them together to make sure your project is implemented correctly.

We have over 15 years of experience installing telecom equipment and have worked on hundreds of projects. Our project experience includes the smallest customers (4-5 phones) up to clients with a national footprint, thousands of phones, a mission critical call center, and even emergency response responsibility.

Our team brings engineering degree technical expertise combined with MBA-level business analysis to the table. More importantly, we are incredibly responsive and attentive to every client’s needs.

Contact us if you would like to get to know us better. J

 

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