6 Categories of the Call Center Phone System for Small Businesses

The call center phone system is an essential strategy by call centers. This is to establish and maintain active communication channels with the customer.

As well supplier and different companies connected to your business. The phone system is made of diverse software, hardware and processes. To facilitates primary call center function as such call routing and logging.

Representative’s desktop interface, multi-channel communication and predictive dialing.

A customer care team have to the center of your customer service operation. The best system is vital to make sure they may operate effectively.

Offered phone service that will help the customer to get more your product service. This could be an essential lifeline to solve technical issues.

An advance phone system may provide an essential platform to deliver customer. Implementing a dedicated call center phone system may improve customer care.

Businesses enhancing their communication requirements will evolve the change. New phone system may introduce call waiting, auto routing to manage calls.

Additionally, the contact center phone system can generate reports. These are allowing to manage, identify strength and weaknesses in customer. Operations and customer services are leading to an improved standard of service.

Six Call Center Phone Systems for Small Business

Key Services Unit (KSU)

Typically, the key system is used for the employers. A Key service Unit enables the regular phone to tackle different lines. It also makes calls to other in office extensions.

The lens system is a cheaper choice for companies with fewer than 9 -10 people. Also, the phone contains the technology and policy aren’t permanently wired into office space.

Private Branch Exchange (PBX)

Private branch exchange system fit industries with more than 45 employees. Organizations should be more advanced, customizable options.

PBX is near things of the past. As enhanced technology, the newer model that is comfortably on shelf & desk.

There is some technical difference between KSU & PBX system. This is more important as a physical system sits on site.

With both options require professional installation, configuration. Even, maintenance and most cases the existing phone wiring will be satisfactory.

These are also requiring an existing traditional landline with the local phone company. The point of PBX is providing as part of the unified integration system. That also include features like quick messaging, fax service and video chat etc.

Voice over Internet Protocol (VoIP)

VoIP system typically has drastic improve since it covered them. A lot of has changed since.

A service provider has improved, sales of the different products have exploded. With the usage of the traditional phone line, VoIP phone service uses a computer network.

Rather than a standard phone or an adaptor and broadband services. VoIP system involves dedicating equipment installed a business that route calls over the computer network.

On-Premises or Cloud-Based VoIP

Hosted VoIP service can less initially that lower maintenance costs. But with the massive risk of enhanced monthly costs.

With all upgrades to the system are done by the phone company. That means the company is in charge of happens with your phone business.

There is an outage of VoIP service provider that scrambling to route calls. Thoroughly another area of the service is clear.

Virtual Phone Systems

Virtual phone system requires no equipment. Especial inter-quality phone or special wiring.

Necessarily, the system is a high-tech forwarding service that offering employees ability. The ability to work form workstation, pretty much anywhere.

Traditional Landlines

The landline phone uses telephone wire or fiber telephone line. These are a way of communicating the sound waves as phone calls. Purchase a telephone form provider, plug the phone into the jack.

This is already in your wall, and you are ready to go with phone numbers. That you can carry with you or one assigned by your carrier.

Call Center Phone System Features


On a basic level, contact center practice won’t be able to function without satisfactory. The majority of software solution will allow contacting their telephony system.

Automatic Call Distributor (ACD)

This is an essential strategy that is the core of any operation. In short, system that effective route incoming calls from reps within the call center.

Calls are made ACD will also collect the vital piece of information.

As such the calls handled, calls made a length of the call and waited time.

That can provide managers with valuable data to assess performance and identification.

ACD uses a set of instructions, programmed from you to assign calls relevant reps.

Using an algorithm, route call-based reps’ skill, idle phone or other specification. ACD also offer call reps with related data about their callers.

Interactive Voice Response (IVR)

A handy call center feature, a system that will identify the segment. Then direct caller to the most suitable reps, department queue or an automated message.

Call Queuing

If representatives are engaging support customer caller, will place into a queue. The majority of solution enables managers to configure.

Each department and the excellent tool for manager and staff to evaluate performance.

Automatic Screen Pop

The information about caller so reps may provide a personalized experience. When a caller reaches the reps information their names, email address. These data will be displayed on the computer screen when reps answer the call.

Integration with Business Tools

This category allows providing a standard improvement of customer service. Whereas streamlining workflow and reducing inaccurate replica information.  Information may store on different systems.

Call Control

One of the more basic systems calls control. The handling functionality including transfer, hold, mute, hang and conferencing. With this system, reps can place the caller on hold.

Disposition Codes

Once the code has been assigned, reps or manager will able to determine immediately. The stage of calls when they access the customer record at a later stage.

Call Recording

A call recording is one where the reps can record the call for future reference.

Call Monitoring

An effective method to ensure staff performing effective delivering of service. This allows the manager to listen to live calls without reps.

Call Barging

When the features are integrated with a software solution. Managers can join a live call so they can speak with both reps.

Whisper Coaching

It allows the manager to speak with reps without the caller knowing. This is only used in training coaching etc.

If you have to decide on the call center software, you can use, whether browser-based or hosted. You just figure it out into your decision with the different contact center phone system.

Author Bio:


Abdul has spent his career developing high-performance organizations. He is working as a chief marketing officer for a leading call center software company Dialer360. As both a marketing executive, Abdul has created and executed numerous programs that build market awareness, drive lead generation and increase revenue.

News Reporter