With businesses and stakeholders spread across different geographic locations, an efficient and reliable phone system is crucial for seamless communication. However, setting up a business phone system can be a complex process, and many organisations fall prey to common mistakes that can hinder productivity and lead to unnecessary expenses.

According to recent statistics, 94% of businesses reported increased productivity after implementing cloud-based systems. Additionally, Forbes reports that 70% of companies either already have or are planning to implement a digital transformation strategy in the future. With the growing popularity of cloud-based solutions, it's essential to understand the potential challenges faced during a business phone system setup—a critical part of the shift to the cloud—and how to overcome them.

Common mistakes to avoid during business phone system setup

When embarking on a business phone system setup, organisations often encounter various challenges that can impact the effectiveness of their communication infrastructure. These pitfalls, if not addressed, can lead to inefficiencies, increased costs, and frustrated users.

By understanding these potential challenges, you'll be better equipped to navigate the complexities of implementing a new phone system.

Inadequate needs assessment

One of the most critical mistakes organisations make is failing to conduct a thorough needs assessment before selecting a phone system. This oversight can result in choosing a system that doesn't align with the company's requirements, leading to inefficiencies and additional costs down the line.

To avoid this mistake, take the time to evaluate your current and future communication needs. Consider factors such as the number of users, call volume, desired features, and scalability requirements. Engage key stakeholders from different departments to gather comprehensive input and ensure the chosen system meets the needs of the entire organisation.

Overlooking network infrastructure

A common oversight in the setup process is neglecting to assess and upgrade the existing network infrastructure. The majority of modern phones, especially cloud-based solutions, rely on a stable internet connection. Failing to ensure your network can handle the increased bandwidth demands can result in poor call quality, dropped calls, and frustrated users.

Before implementing a new phone system, conduct a thorough network assessment. This may involve upgrading your internet connection, implementing Quality of Service (QoS) measures, or enhancing your network security. By addressing infrastructure issues proactively, you can ensure a smooth transition and optimal performance of your new phone system.

Insufficient user training

Even the most advanced phone system can fall short if users don't know how to utilise its features effectively. Many organisations make the mistake of underestimating the importance of comprehensive user training during the setup process.

To maximise the benefits of your new phone system, develop a thorough training program that covers all aspects of the system's functionality. This should include basic operations, advanced features, and troubleshooting techniques. Consider offering multiple training sessions and providing easily accessible documentation to support ongoing learning and adoption.

Neglecting security measures

The Australian Signals Directorate reported that in 2022-23, businesses reported 143 incidences in their critical infrastructures. In an era of increasing cyber threats overlooking security measures during business phone system setup can leave your organisation vulnerable to attacks. This is particularly crucial for cloud-based systems, where data is transmitted over the internet.

Ensure that your chosen phone system incorporates robust security features such as encryption, secure authentication methods, and regular security updates. Implement strong password policies and consider additional security measures like VPNs for remote workers.

Failure to plan for scalability

Small businesses in Australia have a significant failure rate with one in three businesses failing in their first year of operation. The odds keep diminishing with two out of four and three and out of four small business failures in the second and fifth years.

One of the reasons why businesses fail is their inability to evolve their systems and processes including communication. A common mistake is selecting a phone system that doesn't offer sufficient scalability to accommodate future growth or changes in business operations.

When setting up your business phone system, choose a solution that can easily scale up or down based on your needs. Cloud-based systems often offer greater flexibility in this regard, allowing you to add or remove users and features as required. Consider your long-term business goals and ensure your chosen system can adapt to support your organisation's growth trajectory.

Ignoring integration capabilities

Modern businesses rely on a variety of software tools and applications to streamline their operations. Failing to consider how your new phone system will integrate with existing tools can lead to inefficiencies and missed opportunities for productivity gains.

During the setup process, evaluate the integration capabilities of potential solutions. Look for systems that offer seamless integration with your customer relationship management (CRM) software, helpdesk applications, and other critical business tools. This integration can enhance workflow efficiency and provide valuable insights into customer interactions.

Ensuring a successful business phone system setup

By avoiding these common mistakes, organisations can significantly improve their chances of setting up business phone systems successfully. Take the time to thoroughly assess your needs, prepare your infrastructure, train your users, and plan for the future. With careful consideration and implementation, your new phone system can become a powerful tool for enhancing communication, productivity, and overall business success.

A successful setup requires thorough planning, ongoing support, and a commitment to leveraging the full potential of your cloud-based phone system. By steering clear of these pitfalls, you'll be well on your way to establishing a robust and efficient communication infrastructure that supports your organisation's goals and growth.

FAQs

How long does it take to set up a business phone system?

The duration of a setup depends on the size of your business and the complexity of the system. Cloud-based systems often have shorter implementation times compared to on-premises solutions. It's important to work closely with your provider to establish a realistic timeline and ensure all necessary preparations are made before the installation begins.

What are the key features to look for in a modern business phone system?

Modern business phone systems should offer features such as call forwarding, voicemail-to-email, auto-attendant, call recording, and conference calling. Additionally, look for advanced capabilities like unified communications, mobile integration, and analytics.

What if there’s poor call quality after setting up the business phone?

If you encounter poor call quality after your setup, first check your internet connection and network infrastructure. Ensure that you have sufficient bandwidth and that Quality of Service (QoS) measures are in place.

Cloud phone systems have emerged as a game-changer, offering flexibility, scalability, and cost-effectiveness. For businesses in Sydney looking to upgrade their telecommunications infrastructure, cloud phone systems present an excellent solution.

According to a recent study by Gartner, 85% of companies will have moved to cloud-based systems by 2025. This statistic highlights the growing trend towards cloud-based solutions, including telecommunications. Additionally, a report by MarketsandMarkets predicts that the global cloud-based contact centre market will reach USD 84.4 billion by 2029—a significant growth from USD 26.2 billion in 2024. These figures underscore the importance of adopting cloud-based systems for businesses of all sizes.

But for your business to truly reap the benefits that cloud phone systems in Sydney offer, you must understand how to set up your cloud phones for a better experience. Let’s take a closer look.

A step-by-step guide to setting up cloud phone systems in Sydney

Step 1: Assess your business needs and choose a provider

The first step in setting up cloud phone systems in Sydney is to evaluate your business requirements and select an appropriate provider. Consider factors like the number of users, call volume, required features, budget constraints, and integration needs with existing systems.

There are many cloud phone system providers in the market so it’s important to compare their offerings, reliability, customer support, scalability options, integration capabilities, and pricing structures to ensure you’re getting the best system.

Ask for demos or free trials to test the systems before deciding. This assessment will ensure you choose a solution that aligns with your business goals and provides the necessary functionality to improve your communication infrastructure.

Step 2: Prepare your network infrastructure

Once you've selected a provider, assess and prepare your network infrastructure for the new cloud phone system. Start by evaluating your internet connection. Cloud phone systems rely heavily on a stable and robust internet service so it’s important to ensure you have a connection that can support your new phone system. Ensure that your Sydney office has sufficient bandwidth to support voice calls, and consider implementing a backup internet solution to prevent downtime.

Next, examine your network infrastructure to determine if any upgrades are needed. This may include upgrading to PoE (Power over Ethernet) switches, implementing QoS (Quality of Service) settings on your router, or setting up VLANs (Virtual Local Area Networks) to prioritise voice traffic. Consult with your IT team or a network specialist to optimise your infrastructure for cloud phone systems, ensuring smooth operation and high call quality.

Step 3: Set up user accounts and configure hardware

With your infrastructure in place, the next step is to set up user accounts and configure the necessary hardware.

Work with your chosen provider to create individual user profiles, assign phone numbers and extensions, set up voicemail boxes, and configure call forwarding rules. Ensure each user has the appropriate permissions and features based on their role.

Next, select and configure compatible IP phones or softphones for your cloud phone system. Many providers offer a range of options, from basic models to advanced executive phones. Consider factors like display size and quality, number of line appearances, speakerphone capabilities, and headset compatibility when choosing your hardware. Once you've selected, configure the phones according to your provider's instructions, which typically involves entering account details and network settings.

Step 4: Implement call routing and train your staff

The fourth step involves setting up your call routing system and providing comprehensive training to your staff. Configure your call routing and Interactive Voice Response (IVR) to direct incoming calls. This includes setting up a main greeting, creating menu options for different departments, establishing business hours and after-hours routing, and configuring voicemail settings. Customise these settings to reflect your business structure and ensure callers can easily reach the right person or department.

Once your system is configured, focus on training your Sydney-based team on how to use the new cloud phone system. Cover topics like basic call handling, accessing voicemail, using advanced features like call transfer and conference calls, and troubleshooting common issues. You can create user guides or video tutorials for future reference, ensuring your team can fully leverage the new system’s capabilities.

Step 5: Test, optimise, and maintain

The final step in setting up cloud phone systems is to thoroughly test the system, optimise its performance, and establish a maintenance routine. Before going live, conduct comprehensive testing to ensure everything is working correctly. This includes making test calls to all extensions, verifying call quality, testing advanced features, and checking integrations with other business systems.

Address any issues or concerns before fully transitioning to the new system. Once your cloud phone system is up and running, regularly monitor its performance and gather user feedback. Stay in touch with your provider for software updates, security patches, and new feature rollouts. Continuously optimise your system to ensure it meets your evolving business needs. Remember that the transition to a cloud phone system is an ongoing process, so be prepared to adjust your setup as your business grows and technology advances.

Embracing the future of business communication with cloud phone systems in Sydney

Setting up cloud-based phone systems is a strategic move that can significantly enhance your business communication capabilities. By following this step-by-step guide, you'll be well-equipped to implement a robust and efficient cloud-based phone system that meets your unique needs.

FAQs

Can I keep my existing phone numbers if I move to a cloud-based phone? 

Yes, in most cases, you can retain your existing phone numbers when transitioning to a cloud phone system. This process is called number porting. Most cloud phone system providers in Sydney offer number porting services, allowing you to transfer your current numbers to the new system. However, check with your chosen provider about the porting process and any associated fees.

How secure are cloud phone systems for business use? 

Cloud phone systems can be very secure when implemented correctly. Reputable providers use encryption protocols to protect call data and often have multiple layers of security measures in place. 

What are the main benefits of cloud phone systems for small businesses? 

Cloud phone systems offer numerous advantages for small businesses, including increased flexibility, scalability, and cost-effectiveness. They allow employees to work remotely, scale up or down based on business needs, and reduce hardware and maintenance costs associated with traditional phone systems.

Traditional communication methods, while once revolutionary, are starting to show their limitations in the face of evolving workplace dynamics and technological advancements. Enter voice-over cloud technology—a game-changer reshaping how Australian businesses communicate internally and with their customers.

The adoption of cloud technologies in Australian businesses has been on the rise. According to recent projections, the Public Cloud market in Australia is set to grow by an impressive 18.53%. This trend highlights the increasing recognition of the value added by cloud-based solutions, particularly in business communication.

 Let's explore four key ways voice-over cloud is revolutionising communication for modern Australian businesses.

Cost efficiency

One of the most compelling advantages of this technology is its cost-effectiveness. Traditional communication systems often require significant upfront investments in hardware and infrastructure. In contrast, these solutions eliminate the need for expensive on-premises equipment, drastically reducing initial costs.

Moreover, the ongoing expenses associated with maintenance and operations are substantially lower with cloud-based systems. Service providers handle updates, upgrades, and routine maintenance, freeing up valuable IT resources within the organisation. This shift in responsibility translates to significant cost savings over time.

The financial benefits are particularly noteworthy for small businesses. Studies indicate that 75% of small businesses experienced cost savings after transitioning to cloud phones. These savings can be redirected towards other critical business areas, supporting growth and innovation.

Cloud-based phones also generally operate on subscription models, allowing businesses to pay only for the services and features they need. This flexibility ensures that companies of all sizes can access enterprise-grade communication tools without breaking the bank.

Scalability and flexibility

The ability to scale operations quickly and efficiently is critical. Voice-over cloud technology excels in this aspect, offering unparalleled scalability and flexibility.

As businesses grow, their communication needs evolve. Cloud-based systems allow for seamless scaling, enabling companies to add or remove users, lines, and features with minimal effort. This agility ensures the communication infrastructure can keep pace with the organisation's growth without major overhauls or investments.

The flexibility of these solutions extends beyond scalability. It supports remote work arrangements – a trend that has gained significant traction in recent years. Data from the Australian HR Institute reveals that a staggering 97% of organisations are offering some form of flexible remote working in 2024. Cloud technology facilitates this shift by enabling employees to access the full suite of communication tools from anywhere with an internet connection.

Advanced features and integrations

Cloud-based phones aren’t just about replicating traditional phone systems in the cloud; it's about enhancing and expanding communication capabilities. These solutions have advanced features that can significantly boost productivity and improve customer service.

Features like voicemail-to-email transcription, call analytics, and automated attendants are standard in many cloud-based phone packages. These tools help businesses manage their communications more efficiently, gain insights into call patterns, and provide better customer experiences.

The integration capabilities of cloud-based phones are also a game-changer for many organisations. These solutions can seamlessly integrate with other essential business tools such as CRM systems and collaboration platforms. This integration creates a unified communication ecosystem, streamlining workflows and enhancing efficiency.

The extensibility of voice-over cloud systems through APIs and third-party applications opens up a world of possibilities for customisation. Businesses can tailor their communication systems to their specific needs, creating unique solutions that give them a competitive edge in their respective markets.

Enhanced reliability and security

In an era where data breaches and system downtimes can have severe consequences, the reliability and security of communication systems are of utmost importance. This technology addresses these concerns head-on, offering robust solutions that outperform traditional systems.

Cloud service providers invest heavily in infrastructure, ensuring high uptime and implementing sophisticated disaster recovery mechanisms. This level of reliability is often difficult and costly for individual businesses to achieve with on-premises systems.

Security is another area where cloud solutions shine. Service providers regularly update their systems and apply security patches, protecting businesses against the latest threats. Data encryption and secure communication protocols are standard features, safeguarding sensitive information during transmission and storage.

The effectiveness of these security measures is evident in the statistics. An impressive 94% of companies report experiencing greater security after migrating to cloud-based communication systems. This increased security protects the business and builds trust with customers and partners.

Voice-over cloud solutions—a leap towards modern business communication

Embracing cloud-based phone systems isn't just an option – it's becoming necessary for those looking to stay competitive and agile. The benefits extend beyond mere communication, impacting overall operational efficiency, customer satisfaction, and ultimately, the bottom line.

For Australian businesses looking to revolutionise their communication systems, this technology offers a compelling solution. It's not just about keeping up with the times; it's about preparing for the future of business communication.

FAQs

Can cloud systems integrate with other business tools?

Yes. One of the key advantages of cloud-based phone systems is their ability to integrate with other business tools such as CRM systems, collaboration platforms, and various third-party applications.

Can cloud phone systems handle international calls efficiently? 

Yes, cloud phone systems are excellent for international calling. They often offer lower international rates compared to traditional phone systems. Additionally, many providers have points of presence in multiple countries, which can improve call quality for international communications.

Can we keep our existing phone numbers when switching to a cloud-based phone system? 

Yes, in most cases you can port your existing phone numbers to a cloud-based phone system. This process, known as number porting, allows you to maintain business continuity and avoid the hassle of changing your contact information.

Business communication is in a state of flux and many businesses are changing the way they communicate with colleagues, customers, and stakeholders. Companies no longer rely on analogue phones with complex on-premise phone systems. Cloud-based business phone systems are taking centre stage and changing the game for Australian businesses.

This shift towards a cloud-based communication platform isn’t a passing trend. It’s a fundamental change that many businesses are turning to, leaving their traditional counterparts behind. From improved flexibility to better cost savings, cloud-based phones are leveraging the latest technology to help businesses stay competitive in the growing digital marketplace.

But how are these phone systems making this a possibility for your local enterprise?

1. Enhanced flexibility and mobility

Flexibility and mobility are perhaps the most significant advantages offered by cloud-based phones. This has taken on renewed interest, especially with the rise in remote workers over the past few years.

Remote work enablement

Cloud-based phones play an important role in the shift to remote work. According to data released by the Australian Bureau of Statistics, 37% of Australians worked from home at least once during the week in 2023. With the right infrastructure being of critical importance, cloud-based solutions allow these employees to connect and communicate from anywhere in the world with a simple internet connection, ensuring that your business and employees can function regardless of their physical location.

Mobile integration

The integration with mobile devices is another game-changer for cloud-based business phones. Your employees can be reached on their business numbers from tablets, smartphones, or laptops, making on-the-go connectivity a possibility. This type of mobile integration has shown promise with 67% of mobile workers stating they had an increase in productivity and their ability to solve problems.

Unified communications

Cloud-based systems come equipped with unified communication platforms that combine voice, video, and messaging tools in a single interface. This integration facilitates better collaboration and efficiency, allowing your teams to switch between different modes of communication based on their business’s unique communication needs.

2. Cost efficiency and scalability

The financial benefits of cloud-based phones are substantial and lend to their overall attractiveness for businesses looking to optimise their communication costs.

Reduced infrastructure costs

Traditional phone systems need a lot of upfront investment, whether it’s hardware or ongoing maintenance costs. Cloud-based solutions eliminate the need for expensive infrastructure that can lead to substantial cost savings.

The figures also confirm this with 30% to 50% savings reported as a business’s average savings after switching to cloud-based communication systems.

Subscription models

Cloud-based phones come with subscription plans that allow your business to select the package that suits your communication needs and budget. This is especially important for small and medium businesses that may have fluctuating communication needs. For instance, if you have a seasonal business that has a surge in communication during a specific time of the year, you can increase your phone lines and reduce them once the demand subsides.

For companies that operate under these conditions, adding and removing users can be easily done without the need for expensive and complex changes in their communication infrastructure.

Lower communication costs

By leveraging internet connectivity for calls, cloud-based systems can significantly reduce your call charges, especially when it comes to long-distance and international calls—an important element of communication if your business has operations outside of Australia.

Small businesses can save up to 90% on international calls by switching to cloud-based phones which can be a great option for your business that has teams and operations dispersed around the world.

3. Advanced features and integration

Cloud-based business phone systems are feature-rich and bring a lot to the table, especially if your business wants to incorporate the latest capabilities and improve efficiency.

Smart call routing

Intelligent call routing and personal assistant features make sure that your calls are directed to the right person or department, even if your staff are working remotely. This is a great way to boost your customer experience and increase the efficiency of internal communications.

CRM integration

Many cloud-based phones come with CRM integration capabilities and can even integrate with your existing productivity suites like Microsoft Drive. These integrations offer a more personalised and efficient customer experience as staff can access customer details and call history in real time during conversations.

The game-changer here is that you no longer need to spend time looking for this information manually and wasting valuable time in the process. With the right integrations, the information you need is readily available and customers don’t have to ensure long call wait times.

Analytics and reporting

Advanced analytics and reporting offer valuable insights into call patterns, employee performance, and customer satisfaction. These data-driven insights can help businesses make informed decisions about resource allocation, training needs, and customer service improvements.

4. Reliability and security

Cost efficiency and flexibility are clear advantages in the minds of many businesses, however, reliability and security are also equally important, especially if your business handles confidential information over the phone.

High uptime and reliability

Cloud-based phones typically offer comprehensive SLAs that address availability and uptime. Many providers can also implement redundancy measures that ensure that if the data centre is experiencing issues, the service will remain uninterrupted, however, it’s important to speak to the provider about the exact assurances they offer as they can change from one provider to another.

Data security

Security is an important consideration when selecting cloud-based business phone providers. They implement many layers of security measures including secure data centres, data encryption, and regular security audits. The effectiveness of these measures is reflected in the fact that 94% of companies report having better security after switching to cloud-based communication solutions.

Disaster recovery

Cloud-based phones come with built-in disaster recovery features which come into play in the event of a power outage or natural disaster. Businesses have the option of rerouting calls to mobile devices or alternate locations, ensuring business continuity.

Cloud-based business phones—changing the game for Australian businesses

As we’ve seen, cloud-based phones are indeed changing the game with their powerful combination of cost-efficiency, flexibility, and advanced features that traditional phones just cannot match.

As more and more organisations recognise these benefits, the switch to cloud-based platforms is likely to see an acceleration, perhaps transforming the Australian business landscape permanently.

FAQs

Are cloud-based phones suitable for small businesses?

Yes, cloud-based phones are excellent for small businesses. They offer advanced features without the need for significant upfront investment in hardware. The scalability of these systems also means small businesses can start with what they need and easily expand as they grow.

Can I keep my existing phone numbers when switching to a cloud-based system?

Yes, in most cases you can port your existing phone numbers to a cloud-based system. This process, known as number porting, allows you to maintain continuity in your business communications while benefiting from the features of a cloud-based system.

What kind of internet connection do I need for a cloud-based phone system?

While cloud-based business phones can work with most broadband internet connections, a stable and fast connection is recommended for optimal performance. Fibre or cable connections typically work well. It's also important to ensure sufficient bandwidth, especially if you'll be making many simultaneous calls or using video conferencing features.

The Australian PBX phone system market is on the rise. Research shows the hosted IP PBX market is expected to grow by 15% between 2019 and 2025. This creates an interesting opportunity for businesses that are contemplating the use of cloud-based solutions, particularly in situations where flexibility and scalability are important.

When it comes to choosing the best PBX phone system for a small business, several key factors should come into play. These can include anything from cost considerations to user-friendliness and security features.

Let’s explore how small enterprises can make informed decisions that will support your company’s growth and success.

Evaluate your business needs

The first consideration when choosing the best PBX phone system for a small business is to thoroughly go through the business’s needs. Think about your immediate needs and what you will require in the future as your growth plans take shape.

Consider how your business could scale in the coming years. Will you be opening new locations across the country or worldwide? Do you need to hire employees for these new locations? If so, one of the main considerations needs to be mobility. A study found that 84% of IT managers report that mobility is important and is one of the top boosters for PBX growth, highlighting the need for flexible, scalable solutions that can adapt.

You’ll also need to identify the features that your phone system will need to have. One way to do this is by listing the essential features your business needs. Common features to consider can include call forwarding, voicemail, auto-attendant, conference calling, call recording, and mobile integration.

Consider the number of users and the level of growth you expect. Take stock of how many employees need access to the phone system and estimate how this number might change over time. An analysis of this nature will help you choose a system that can accommodate your growth without requiring a complete overhaul.

Compare on-premises vs. cloud-based PBX systems

Before you purchase a PBX system, you need to understand the two main types of phone systems—on-premises and cloud-based (also known as hosted) systems. 

Each comes with its own set of advantages. Let’s take a look.

On-premises PBX systems

• Costs and control: With this system, you purchase and own the hardware from the get-go. You may incur higher upfront costs if you decide to go this route.
• Customisation: On-premises systems often allow for customisation to meet specific business needs.
• Maintenance: You'll be responsible for maintaining and updating the system. This may result in spending more on dedicated IT staff or ongoing support from a service provider.

Cloud-based PBX systems

• Cost-efficiency: Cloud-based systems are known to have lower upfront costs because you don’t need to purchase expensive hardware. Instead, you pay a monthly subscription fee based on the phone plan.
• Scalability: These systems are often more easily scalable because you can add or remove users as needed without substantial infrastructure changes.
• Maintenance and support: The service provider handles most maintenance and updates, reducing the burden on your IT staff.

Take your business’s needs into consideration. For small businesses in Australia, cloud-based phones are becoming popular because of their low initial cost and flexibility. Research suggests that 84% of businesses saw better cost savings after switching to cloud phones.

Assess cost and budget considerations

When planning to switch to the best PBX phone system for a small business, it’s important to consider initial and ongoing costs.

Calculate the setup costs. For cloud-based phones, you may need to consider purchasing compatible handsets and setup costs. Some providers may waive the setup costs so it’s important to keep an eye out for those.

While those are non-recurring costs, you may have ongoing costs coming into the picture in the form of:

• Maintenance and upgrades
• Subscription fees
• Support and training
• User licences as your business grows

You should also look beyond the raw numbers and consider ROI and total cost of ownership (TCO). Consider potential savings from increased productivity, improved customer service, and reduced maintenance costs.

It's worth noting that while cloud-based systems often have lower upfront costs, the ongoing subscription fees can add up over time. However, with the cost-saving benefits it has offered to 84% of businesses, your business may be able to balance this with the right phone plan that meets your budgetary requirements.

Look for user-friendly features

A PBX phone system is as effective as the team using it. When evaluating different options, prioritise systems with user-friendly features and interfaces that everyone can master.

Look for systems with clear, easy-to-navigate menus and interfaces. This will reduce the learning curve for your employees and help them make the most of the system's features.

Even with the most user-friendly system, your team may need some help navigating different options and features. Look for providers that offer training and support so that you have everything you need to succeed.

Remember that every business has unique needs, so it's important to choose a system that allows for some level of customisation. This might include the ability to set up custom call routing rules and number porting so that you don’t have to change your business’s phone numbers, to name a few.

Some user-friendly features to consider include:

• Visual voicemail
• Mobile apps for remote access
• Conference calling
• Call management interfaces
• Integration with CRM and productivity software

Remember, a system that's easy to use will be received well with minimal pushback from your staff and improve the overall efficiency of your business.

The best PBX phone system for a small business in Australia—it’s time to make the switch!

Choosing the right PBX business phone systems for your company is a crucial decision that can impact your operations and growth potential. By carefully evaluating your business needs, comparing the available cloud-based options, assessing costs, prioritising user-friendliness, and considering security and reliability, you'll be well-equipped to make an informed choice.

FAQs

How secure are cloud-based PBX systems?

Reputable cloud-based PBX providers implement strong security measures to protect your communications. These typically include end-to-end encryption, secure data centres, regular security updates, and compliance with data protection regulations.

Can I integrate a PBX phone system with my existing business software?

Many modern PBX systems, especially cloud-based ones, offer integration capabilities with common business software such as CRM tools and productivity suites. This integration can streamline workflows by allowing features like click-to-call from your CRM or voicemail-to-email functionality. Check with potential providers about specific integration options for your existing software.

Can I keep my existing phone numbers when switching to a new PBX system?

Yes. Most providers offer the convenience of keeping your existing phone numbers when switching to a new PBX system. This process is called number porting. Most reputable PBX providers in Australia offer this service and will handle the porting process for you.

Modern businesses—big and small—are turning to advanced cloud-based business phone systems to streamline their communications with the ultimate goal of improving the customer experience. With a sharp shift towards cloud-based phones, businesses are discovering new levels of flexibility and scalability in their communication infrastructure.

With businesses revealing that cloud-based phone systems reduce communication costs by 45%, it’s no surprise that many enterprises are making the switch sooner rather than later. If you’re looking to make the switch, you might have one question, ‘how much do business phone systems cost?’.

Throughout this blog, we will try to answer this question and reveal some of the key factors that influence the cost of cloud-based phones and how you can better plan your investment.

Factors influencing the cost of a cloud-based business phone system

While many factors can impact the cost of cloud-based phone systems for businesses, here are the top 3 reasons that could make a notable difference.

• Features and functionality

The features and functionality of a business phone system can determine its cost. Basic features like voicemail, call forwarding, and caller ID are included in many standard packages. These features make up the base price of the system and are often bundled with advanced features.

From video conferencing to call analytics and mobile apps the number of basic and advanced features could make an impact on the price of the phone system. However, while the price is influenced by these features, it’s important to remember that cloud-based phones offer long-term cost savings. With 82% of companies stating that they have experienced lower call costs after making the switch from traditional to cloud-based phones, the cost benefits are evident.

Tailoring the system to meet your specific business communication needs can also factor into the cost. The level of customisation can have a direct impact on the cost of your new business phone system.

• Number of users and extensions

One of the biggest advantages of cloud-based phones is their ability to scale with the business. Whether you want to add or remove users, these phone systems can accommodate your requirements. Keep in mind that the number of lines you require may influence pricing as many cloud-phone providers consider the number of users in their subscriptions or packages.

Different user types can also have different pricing structures. Understanding the nature of your business and the needs of each user in your business is important to get an accurate estimate of how much your new cloud-based phone system will cost.

• Implementation and support

When you’re considering, ‘How much do business phone systems cost?’ take setup fees into account. The initial setup fees can include the cost of hardware, configuration services, installation, and more. Some providers may even wave setup fees which can make a big impact on your upfront costs.

Once you’ve installed the system, you’ll need to think about training your team on the new system so that they make complete use of the features and functionality. Training may cost you based on the level of training you need, however, you could take a look at the provider’s policies to check if training is offered at no charge or whether it will factor into the overall package or subscription.

If you require monthly or annual support services for updates, maintenance, or technical support, it could cost you extra. However, with the ease of using and maintaining cloud-based phone systems, these factors may not end up costing you as much as you may think.

Ways to plan an investment in business phone systems

Now that we’ve taken a closer look at the factors influencing costs, it’s time to discuss how to effectively plan your business phone system investment which is another important consideration for businesses asking themselves, ‘How much do business phone systems cost?’

• Assess your business needs

Evaluate your current communication requirements and what your future communication needs will look like. Think about factors like the number of employees, expected business expansions, and even the growth of business communication needs like expanding your business into different geographical locations.

You should also settle on a realistic budget by considering the initial setup cost and ongoing monthly expenses. Take into consideration factors like future upgrades and scalability needs. With businesses experiencing significant savings with cloud-based phones, the switch to the new system could be the solution to long-term savings.

• Research providers and compare plans

Investigate different providers, their reputations, and what their customers think about their services. Look for providers with a good track record of reliability and helping different businesses scale their businesses.

You should also compare different pricing plans. Look into the features that are offered in each pricing tier. Consider the cost-benefit ratio of each plan and how well it aligns with your business. This comparison will allow you to understand how much business phones cost across different providers and plans, making it a much easier way for you to make an informed decision.

• Consider Total Cost of Ownership (TCO)

When asking yourself, ‘How much do business phone systems cost?’ pay attention to the initial costs and the long-term savings. While you may think that the upfront or initial cost is high, the long-term savings can prove cloud phone systems to be a worthwhile investment.

Look out for hidden costs like additional user fees, international calling rates, or the cost of additional features. Make sure you clarify every question you have about costs with the cloud phone provider to avoid any unexpected expenses once you’ve made the switch as it could end up costing you more than you bargained for.

‘How much do business phone systems cost?’—no one-size-fits-all answer

Simply put, there isn’t a clear-cut monetary value for how much business phone systems cost. It depends on the features, users, and implementation requirements of your business. By thoroughly assessing your needs, you can make a well-informed decision that stays within budget and aligns with your business goals.

Remember, while the cloud phone price is an important factor it shouldn’t be the determining factor since the right phone system can offer you many cost and operational benefits in the long run.

FAQs

Are there any hidden costs I should be aware of when investing in a business phone system?

While reputable providers strive for transparency, there can be some hidden costs to watch out for. These may include setup fees, hardware costs (if not included in the plan), charges for additional features or integrations, and potential fees for exceeding usage limits. It's essential to thoroughly review contracts and ask providers about any additional costs before committing to a system.

How can I determine the right number of users for my business phone system?

To determine the right number of users, start by assessing your current staff size and communication needs. Consider not just full-time employees but also part-time staff, remote workers, and any potential near-future hires. It's often wise to choose a scalable system that allows you to easily add or remove users as your business needs change, ensuring you're not paying for more than you need.

How long does it typically take to implement a new business phone system?

The implementation time for a new business phone system can vary depending on the complexity of the system and the size of your organisation. For small to medium-sized businesses, a cloud-based system can often be set up within a few days to a week. Larger enterprises or those requiring extensive customisation may need several weeks to a few months for full implementation.

It's best to discuss the timeline with your chosen provider to get a more accurate estimate based on your specific requirements.

As your business grows, your communication needs change. With effective communication being an important part of business functions, it’s important to have a flexible system to accommodate these shifts. However, many small businesses still relying on traditional phone systems are missing out on scalability and cost-effectiveness.

Interestingly, 60% of small businesses in Australia are planning to phase out traditional phone systems and switch to business phone systems in the next 12 months. This isn’t surprising considering that 75% of small businesses reported cost savings after moving to cloud-based phone systems.

Enter the PBX phone system for small business operations. A cloud-based PBX system offers a scalable solution that addresses many challenges faced by small businesses. By integrating scalable solutions with a PBX system, small businesses can reduce costs, improve efficiency, and enhance customer service.

Unified communications (UC)

Unified communications refers to the process of integrating many communication tools and platforms into a streamlined system. This generally includes video conferencing, voice calls, email, and instant messaging. When integrated with a PBX phone system for small business operations, unified communications can help create a cohesive communication process.

It also helps improve collaboration among your team members through varied channels regardless of the location or devices being used. Your employees have the freedom to switch between communication channels without disrupting their day-to-day activities and with multiple communication channels being utilised, employees are far more likely to improve customer service standards. This can be a significant advantage as 87% of customers are more likely to purchase goods and services if they have a positive customer experience.

While the benefits of unified communications are well-known, businesses investing in these systems that enable unified communications need to consider several implementation strategies to maximise their experience. For example, you need to choose a PBX phone system for small business operations that integrates with the unified communications platform. Look for solutions that are user-friendly and provide seamless integration.

You should also consider comprehensive training for your employees on the platform which will help them improve productivity and efficiency. Don’t forget to set clear guidelines when using different communication channels to prevent any confusion and ensure that the system is being used effectively.

CRM integration

CRM systems are important for businesses to manage customer data. Integrating it with your new PBX phone system can give you a complete 360-degree view of customer interactions which can help create more personalised and efficient processes.

With access to information like customer purchase history and preferences, you have the benefit of tailoring your services and products to their preferences. Better data is also a great way to establish targeted sales and marketing efforts that have the potential to increase your conversion rates. This integration also eliminates the need for manual data entry so that your employees can improve their productivity and you have an opportunity to reduce human errors within the business that can end up costing you more.

If this configuration is important to your business, remember to choose a PBX phone system that seamlessly integrates with your existing CRM system. Most reputable phone systems can seamlessly integrate with your existing systems to make it a more stress-free and simple process; however, it’s always a good idea to speak to your service provider and check on the capabilities before you commit to a specific phone system.

Think about the security measures. Since CRM integrations are centred around your customer data, you need to consider a cloud-based system that can offer you the peace of mind that your customer information is safe. One way to do this is to ensure compliance with proper safety standards.

Training, once again, becomes an important part of protecting your customer data. Ensure that adequate training is provided on the proper and safe usage of these integrated systems so that you can prevent any form of security violation.

Scalable call centre solutions

A cloud-based PBX phone system for small business operations is a great option if you’re thinking of scaling your business or call centre solutions because it helps you adjust your capacity based on demand. This is an especially important feature if you have fluctuating call volumes.

With cloud-based business phone systems, you can reduce unnecessary expenses during periods when the call volumes are low. If your business has a seasonal product or service, for example, you likely won’t get as many enquiries from customers during off-peak seasons. In this case, you can reduce the number of users and pick it up once demand starts picking up. You can also scale up during a special promotion or campaign and scale down once the event is over.

Cloud phones also offer several features that improve response times and reduce wait times which can improve customer satisfaction. With 60% of customers stating that they will not wait on the phone for more than one minute, these features can have a great impact on your business and may even be able to enhance its reputation for customer service.

For your business to have a strong foundation in making these cloud-based services work and get the desired results, ensure that you have the right analytics to monitor call centre performance and make decisions based on solid data. The right integrations can help you extract the information you need, whether it’s average call waiting time or abandoned calls, and use the data to improve your communications.

Switch to a PBX phone system for small business operations today!

Having a scalable communication system is a necessity and by integrating scalable solutions, your business can enhance its communication capabilities drastically and effectively.

From improved collaboration to enhanced productivity, these integrations come with several great benefits, giving you unparalleled flexibility to scale your business operations. Implementing these solutions may require an initial investment; however, the long-term benefits can quickly outweigh any reservations you may have about the cost.

With the right cloud-based PBX phone system for small business operations, you can create a communication infrastructure that doesn’t just complement your existing needs but also offers incredible support for where you want your business to go.

FAQs

Can I use my mobile phone with a PBX phone system? 

Many modern PBX systems offer mobile apps that allow you to use your smartphone as an extension of your office phone system, enabling you to make and receive calls using your business number from anywhere.

How does a PBX system help with call routing and management? 

PBX systems offer features like call queues and customisable call routing rules. This helps efficiently direct calls to the right person or department, manage high call volumes, and ensure callers reach the appropriate destination quickly.

Can a PBX phone system integrate with my other business software? 

Many modern PBX systems, especially cloud-based ones, offer integrations with various business software including CRM systems, helpdesk software, and productivity tools like Microsoft OneDrive and more. This allows for streamlined workflows and improved data management.

With communication being a cornerstone of the business world, it should come as no surprise that 74% of businesses say that cloud phones are an investment priority. With 85% of businesses expecting to embrace cloud-led systems by 2025, the potential for more businesses to switch to these phone systems is high.

Just like large corporations, purchasing a cloud phone system for a small business is all about finding a better way of staying connected with stakeholders because it can be the difference between success and failure. From cost efficiency to flexibility and advanced features, many of these options were initially only available to large enterprises with big budgets to spend on sophisticated phone systems. This simply isn’t the case anymore and it’s just one of the reasons why cloud phones are becoming a more popular option.

But with the market being flooded with cloud-based phone systems with what can seem like an unlimited number of features, it can be overwhelming to select the right one with the right features for your small business.

Essential features to look for in a cloud phone system for a small business

If you’ve decided to invest in a cloud phone system for your business, you must have all the information to make the right decision because it’s a significant switch. You need to ensure that your decision aligns with your business needs and future plans.

Scalability and flexibility

As your business begins to scale, you need a phone system to keep up with your increased communication needs. Cloud phone systems give you incredible flexibility to add and remove users easily. This means that you can scale your business up or down without hassle.

Aside from adding and removing users, you can also modify the features as needed. Whether you need to hop on a conference call or need to get your voicemails sent directly to your email, you should be able to use the features you need without having to navigate complex systems that take up too much of your time.

Generally, if you were to add new features while using a traditional phone system, you would need expensive hardware upgrades, but cloud phones allow you to do this with in-built features that are regularly updated—minus the excessive costs or a complete overhaul of your phone system.

Advanced call management

Efficient call management leads to better customer service and employee productivity. One way to do this is by offering features like call queuing to manage high call volumes during peak hours. This can offer insights into estimated wait times, making it easier to improve customer satisfaction and control call abandonment rates.

Call forwarding is another popular feature where businesses don’t have to worry about missing important calls. Whether you’re expecting an important call from a prospective investor or looking to land a deal with a customer, call forwarding can help route calls to mobile phones, home offices, or any other number to ensure that you’re reachable no matter where you are.

Voicemail-to-email, as mentioned earlier, is an important feature that allows you to quickly scan and prioritise messages without going through every message. This can also lead to improved responsiveness and better time management.

Mobile integration

Today, everyone is living in a mobile-first world and the need to stay connected is becoming more important. Mobile apps, for instance, are now being used by businesses to make and receive calls on smartphones using their business phone numbers. Purchasing a cloud phone system for a small business helps you maintain a professional appearance even when working remotely.

The mobile capabilities offered by the cloud phone provider should have the same features as your office phone. This includes everything from voicemail management to call forwarding and even conference calling.

Collaboration tools

With 37% of Australians working from home at least once a week in 2023 as reported by the Australian Bureau of Statistics, employees should be able to stay connected from wherever they are working. Look for a system that offers top-quality video conferencing with features to host meetings with multiple individuals.

File-sharing capabilities are another way to streamline workflows and one way cloud phones do this is by offering integration options where everyone can access information in real time. Look for systems that can also offer quick messaging platforms that can reduce email clutter and improve team coordination without going through complex routes to achieve better communication.

Analytics and reporting

Data-driven decision-making is important for business growth and a reliable cloud phone system provides the necessary analytics and reporting capabilities to help optimise communication strategies.

Real-time analytics help businesses monitor call volumes and agent performance and even look into wait times. This is valuable information for businesses that want to improve their customer services, especially during peak times.

Detailed reports on historical data like call volumes and call durations can offer insights into call patterns that can help make informed decisions about training, staffing requirements, and resource allocation. Look for systems that offer customisable reporting options that give you the metrics that matter to you.

Choosing a cloud phone system for a small business—a critical decision for better communication

The best cloud system is the one that aligns perfectly with your specific needs. This is why businesses need to take the time to assess their needs and compare different providers and the features they offer for the price they quote.

As you begin the evaluation process, ask about the features that will contribute to your business objectives. Ask questions like, will it improve customer service? Will it have an impact on team productivity? Can it support your plans to grow?

By keeping these questions in mind you’ll have the information you need to make cloud phones a valuable asset to your small business.

FAQs

How secure is a cloud phone system for a small business?

Most reputable providers offer enterprise-grade security measures, including end-to-end encryption for calls and messages, secure data centres, and regular security updates. When choosing a cloud phone system for your small business, look for providers that comply with industry standards. It's also important to implement best practices within your business, such as using strong passwords and training employees on security protocols.

Is it possible to keep my existing phone numbers after switching to a cloud phone system?

Yes, most cloud phone system providers offer number porting, which allows you to transfer your existing phone numbers to the new system. This process ensures that your business can maintain continuity and avoid the hassle of changing phone numbers. When choosing a cloud phone system for your small business, confirm with the provider that they support number porting and inquire about any associated fees or timeframes for the porting process.

How reliable are cloud phone systems compared to traditional landlines?

Cloud phone systems can be just as reliable as traditional landlines, and in many cases, even more so. Unlike traditional systems that can be affected by local outages or physical damage to lines, cloud systems distribute their infrastructure across multiple data centres. This redundancy means that if one data centre experiences issues, others can take over seamlessly.