Are business phone systems still relevant in the age of messaging apps?
Instant messages are everywhere, but for many businesses, they’re not enough. Understand why business phone systems still play a crucial role in business operations.
Messaging apps have transformed the way teams communicate, enabling quick updates, group chats, and a wealth of emojis. But when it comes to business-critical conversations, customer service, or fast decision-making, voice communication is still unmatched.
Business phone systems, or cloud-based systems, provide the structure, clarity and accountability that messaging apps often lack. Calls allow for nuance, tone, and immediacy that’s hard to replicate in chat-based platforms. And in high-pressure moments, like closing a sale or resolving a customer issue, there’s no substitute for hearing someone’s voice.
Plus, phone systems today aren’t stuck in the past. Cloud-based phone systems now integrate seamlessly with modern tools, offering smart features like call recording, routing, and remote access. It’s not about phone vs. chat, it’s about using the right tool at the right time.
Why are business phone systems still essential today?
They offer structure and consistency
Messaging apps can quickly become chaotic, threads go off-topic, important updates get buried, and there’s no clear process for managing customer communication. Cloud-based phone systems solve this by providing structured call flows, central dashboards, and automated routing features. Every call is directed properly, logged accurately, and followed up with. This level of consistency helps businesses stay organised and professional, especially when managing high volumes of customer interactions or departments.
Customers still prefer to call
Even with the rise of chat, email and messaging apps, studies show that customers still trust phone calls for handling complex, urgent or emotional matters. A voice call adds the human element, tone, empathy and active listening that digital messages often lack. Business phone systems make it easy to respond promptly, personalise the experience, and transfer calls smoothly if needed. This improves customer satisfaction, builds loyalty, and shows that your business is serious about being reachable and responsive.
They support better accountability
Cloud-based phone systems offer visibility into communication workflows. With features like call recording, analytics, and detailed call logs, businesses can track how long it takes to resolve issues, monitor call quality, and identify service gaps. This data is essential for training, performance reviews, and compliance, especially in regulated industries. Unlike messaging apps, where messages can be edited or lost in threads, phone systems provide an unalterable trail of interactions that boosts accountability.
They enable better real-time collaboration
In high-pressure situations, nothing beats the clarity and speed of a real-time conversation. Cloud-based phone systems let teams quickly connect, escalate issues, or loop in decision-makers. With advanced features like call transfer, conferencing, and extension dialling, your team can coordinate instantly, whether they're across the room or the country. This reduces the lag that often comes with messaging and ensures that issues are solved faster, which is especially important in areas like sales or support.
What are some powerful integrations for cloud-based phone systems?
HubSpot
Integrating your phone system with HubSpot allows your team to click-to-call directly from the CRM, automatically log conversations, and save notes. This means no more manual data entry, better record-keeping, and faster access to client information. With everything in one place, sales and support teams can deliver a more personalised and informed service, while managers get visibility over how calls impact the sales pipeline and customer experience.
Slack
When integrated with Slack, your business phone system can send real-time notifications to specific channels or users when calls are missed or voicemails are received. This keeps your team in the loop without switching platforms, helping them respond faster to leads or customer enquiries. It’s especially useful for remote teams that rely heavily on Slack for day-to-day collaboration. Missed calls become shared responsibility, improving team responsiveness.
Google Drive
By integrating with Google Drive, your phone system can automatically store call data, voicemails, and recordings in organised folders. This not only provides easy access to previous calls but also helps businesses meet compliance and data retention policies. Teams can share call logs or recordings securely across departments, use them for training purposes, or refer back to them when resolving disputes, all from a familiar and secure cloud environment.
Lightspeed
For businesses using Lightspeed as a point-of-sale or retail management platform, integrating with a cloud-based phone system enables real-time syncing of customer profiles. When a customer calls, their information instantly pops up, helping your team offer a more personalised response. It’s a great way to bridge in-store and online customer service, reducing friction, improving upselling opportunities, and building loyalty through informed interactions.
Microsoft OneDrive
Microsoft OneDrive integration works similarly to Google Drive, giving your team a secure cloud-based repository for all call data. You can manage access, organise recordings by team or department, and ensure that sensitive data is protected through Microsoft’s enterprise-grade security. It’s ideal for organisations already embedded in the Microsoft ecosystem, making storage, compliance, and internal sharing of call-related content seamless and efficient.
How Uniden supports your business communication journey
Uniden has been at the forefront of voice technology in Australia for over four decades. We provide business phone systems designed to help modern businesses streamline communication, improve customer service, and scale with confidence. Whether your team is in-office, hybrid or remote, our systems are built to integrate with your tools, simplify call management, and keep your business sounding professional and responsive.
Business phone systems aren’t outdated. They’re evolving
Discover how our cloud-based systems can support your team, your tools, and your customers.
Frequently asked questions
Are cloud-based phone systems still necessary if we already use Slack or Teams?
Yes. Messaging is helpful, but phone systems offer structure, real-time voice communication and features like call routing and logging that chats can’t replicate.
Can cloud-based phone systems integrate with our CRM?
Absolutely. Many systems integrate with popular CRMs like HubSpot, Zoho, and Salesforce, making it easy to log calls and track client interactions.
Are cloud-based business phones secure?
Yes. Reputable providers use encrypted connections and enterprise-grade security measures to protect your data and calls.
Do phone systems work for remote teams?
Definitely. Cloud-based phone systems are built for hybrid work, allowing remote staff to make and receive calls from anywhere.
Is it difficult to switch to a cloud-based phone system from mobiles or messaging apps?
Not at all. Setup is simple, and many providers offer onboarding and support to make the transition smooth for your whole team.
