How to choose a telephone system.

• Position: Business Toolbox

In spite of technological advances like the Internet, the telephone is still the most direct way to keep in touch with customers, clients and business partners. For all its versatility, electronic correspondence still doesn't have the warmth of the human voice. But if you can't connect, you might not be able to stay up to date with frequent contacts, or may even lose important contracts.

The most important thing to keep in the forefront in deciding on a phone system is what your business will use it for. Will your company use call centers, make a lot of sales calls over the phone, or require voicemail? How can a phone system help your business run more effectively, generate profits and keep costs down? The number of phone lines you require is only the beginning; it is much more crucial to design the right architecture of your phone system.

As far as services available, you can get just about anything you want out of your telephony. The most popular services at the moment include telecommuting software, voice over IP systems that enable phone calls over Internet connections rather than traditional phone lines, and call center routing that allows callers to access frequently dialed lines with ease. Sometimes a customer will prefer a human voice on the other end to address customer service concerns, while other times automated features like automated ordering and order tracking are more efficient. The best phone system will facilitate different types of calls, and a provider can tailor a service to the features your firm uses the most.

How are phone services integrated into other facets of a business, like Internet service and different departments like customer service and sales? To realistically determine your phone system needs, you should sit down not just with your IT specialist, but with sales and service staff or anyone who generates income for your...