Why are smartphones the key to companies phone systems?

When you think of a company’s phone system, you imagine a bunch of lines all controlled by a centralized reception desk. Although it is still true, it has all become virtual throughout the last few years. And what can be found at the heart of this system, is a large number of cell phones, all being reachable through one company’s phone number. How does it work? Here is a quick explanation.

Employees can be reached anywhere

There was a time when an employee could only be reached through a phone line that was connected to a device sitting on his desk. It was the main reason why he could not work from anywhere else. Thankfully, the VoIP phone systems were invented before the pandemic came in and sent everyone home, so they could work from there without risking of being infected by the virus, instead of at the office. The VoIP systems work differently then regular physical lines. They use soft phones, which receive audio messages through the internet, instead of using a landline (Learn more on the difference between a hard phone and a soft phone). Nowadays, if the company receives a call, it can dispatch it to any of its employees smartphone, anywhere they may be, by using this technology.

Smartphones can respond to most communication channels available

Today’s consumers communicate with companies through a multitude of channels. They can do so through social media (Facebook, Instagram and others), through messaging applications (Messenger, WhatsApp, etc.), e-mails, phone, and many more. In fact, the number of channels opened between individuals and companies they buy from, doesn’t cease to increase, making it difficult for businesses to adapt continuously.

However, smartphones are a great tool to face this situation. That is because you can install any application or software on it, in order to receive all the messages that are directed towards you, from customers. Normally, they won’t be sending it directly through your mobile phone, unless you have instructed them to do so. It will come in at the office, and the VoIP phone system will be the one redirecting it to your device, by using your personal accounts, on the channel that was used by the customer. It will also use one main channel (e-mail or a messaging app) to let you know that a message has come in on a given channel, and that you need to handle the demand, as soon as possible.

Smartphones are adapted to today’s society

In a world where efficiency often means being available around the clock, there is no other tool that can do the trick better than a smartphone. This instrument follows us wherever we go. It is almost impossible to find a person that does not have a smartphone on him, when outside of his house. Also, it is the technology that keeps growing, since it attaches itself to other ones, that come in the form of mobile applications. Until we invent another multifunctional tool such as our smartphones, they will remain at the heart of companies communication strategies.

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