How to Choose the Right Office Phone System in the UK

Nobody is ever very excited about selecting a new workplace phone system, let’s face it. It’s one of those tasks that feels as exciting as watching paint dry. But here’s the thing—whether you’re a start-up, a growing SME, or a business trying to avoid awkward “Can you hear me?” moments during Zoom calls, the right phone system can make all the difference.

If you’re still using your old office phone system, it’s time to face the facts. Your calls are dropping, the lines are crackling, and that endless waiting music is starting to grate on your nerves. So, what’s the solution? The moment has come to upgrade to a contemporary business phone system. But with all the options out there—VoIP, cloud-based systems, traditional PBX—how do you choose the right one? Don’t worry; we’ll guide you through the process without any jargon or confusing moments. The Public Switched Telephone Network (PSTN) will soon be phased out as the telecoms industry changes.  The move from traditional analogue phone lines to contemporary digital communication networks is known as PSTN switch-off.  Technological developments that offer more economical and practical communication options are the driving force behind the change.

What Is an Office Phone System?

A phone system for your office serves as the communication centre for your company. It’s more than just a phone on a desk; it’s how you manage your calls, from taking messages and directing inquiries to keep your team connected—whether they’re in the office, working from home, or in a cafe somewhere (we all know that one colleague).

At the heart of the decision is whether to stick with the traditional phone line or switch to something more advanced, such as VoIP (Voice over Internet Protocol) or a cloud-based system. But more on that in a bit.

1. What Type of Phone System Does Your Office Need?

Here’s where the fun begins. The first question you need to answer is: what type of phone system will work best for your business?

Traditional Landline (PSTN)

If you’re still using a traditional landline, let’s say—it’s not 1999 anymore. While reliable in its day, the landline is increasingly obsolete. The costs are higher, the features are limited, and you won’t make a good impression in the professional department when a client hears that dial-up tone. Let’s be honest: it’s probably time to consider an upgrade.

Office VoIP Phone Systems

VoIP (Voice over Internet Protocol) is the hero of modern office phone systems. Why? It allows you to make calls over the Internet rather than using traditional phone lines. Think of it as the innovative, cost-effective solution for businesses that are done paying for expensive calls or dealing with dodgy landlines. VoIP is the go-to option for most small and medium-sized companies in the UK these days.

Why choose VoIP?

• Cost-Effective: VoIP utilises your existing internet connection, resulting in fewer bills and less stress.
•  Scalable: If your business grows, your phone system grows with it—no more fiddling with cables and hardware upgrades.
• Flexible: Whether you’re working from home or the pub (on a workday, obviously), you can take calls from your phone, laptop, or desktop.

Cloud-Based PBX Systems

Now, cloud-based PBX (Private Branch Exchange) systems are at the next level. Instead of dealing with bulky hardware, all the communication happens online. You get all the features of a traditional PBX without the maintenance headaches or the cost. Whether you’re a team of 10 or 50, a cloud system is ideal for growth and flexibility. Plus, it’s as straightforward as downloading an app to get started—no complicated setup required.

The Perks of Cloud PBX:

• No Physical Equipment: Ideal for businesses that prefer not to manage servers or hardware installation. 
• Mobility: Calls can be made from any device, which is ideal for teams that are remote or require flexibility.
• Advanced Features: You can access features such as call forwarding and voicemail-to-email.

Hybrid Systems

Not ready to go all-in with a VoIP system? No problem. Hybrid systems combine your traditional landlines with a touch of modern technology. They offer the best of both worlds but may be slightly more expensive and cumbersome to manage compared to fully cloud-based options. Still, they work for businesses that need the reliability of a traditional phone network but want a taste of the future.

2. What Features Should You Look For?

If you’re going to ditch the landline, you’ll want to ensure your new system has all the features you need. Let’s review some of the most important elements you should make sure to include.

Call Routing

Gone are the days when clients were left hanging after being transferred through 50 different departments. Call routing ensures that your calls are sent to the appropriate individual or group, removing any confusion.  It is more effective and enhances the professionalism of your company.

Voicemail & Voicemail-to-Email

We’ve all had the dreaded “missed call” moment. However, with voicemail-to-email, you can access messages directly from your inbox and address them on the go. This feature is a godsend if you’re constantly on the move.

Conference Calling

It is essential to use conference calling if your staff is dispersed throughout the nation or even the world.  Instead of exchanging countless emails, just give someone a call and resolve the issue. VoIP and cloud systems often include built-in conference call features, making it easier to collaborate, even when you’re in different time zones.

Call Analytics

Data isn’t just for spreadsheets. Many modern phone systems offer detailed call analytics, tracking aspects such as call duration, missed calls, and peak calling hours. It’s like a secret weapon for improving customer service and efficiency.

Integration with Other Tools

The ability to integrate your phone system with your CRM, email, or even your marketing tools can save you time and reduce manual data entry. This feature is particularly convenient if you’re managing customer relationships and need to synchronise everything quickly.

3. What’s Your Budget?

Look, we get it. Money doesn’t grow on trees. And while you might not want to invest in the most expensive system on the market, you also don’t want to skimp on quality. Here’s how to think about your budget:

• Upfront Costs: Traditional systems can be costly to set up, with hardware and installation fees. VoIP and cloud-based systems typically have lower initial costs and require less technical support.

• Ongoing Costs: VoIP systems typically offer lower operating costs than traditional systems. However, be sure to check the fine print for any hidden fees, especially for international calls or premium features.
• Scalability: If you plan to grow, ensure your system can scale with you—there’s no point in investing in a system that will need upgrading after a year.

4. Reliability & Customer Support

You don’t want to be stuck on hold with a support team when you can’t make calls, right? That’s why it’s essential to choose a provider with a solid reputation for customer service. Look for a provider that offers 24/7 support, primarily if your business operates outside the 9-to-5 hours. Plus, ensure that your new system is reliable and provides solid uptime.

5. Choosing the Right Provider

It’s all well and good knowing the features and pricing, but the real trick is finding the right provider. With numerous options available, it’s crucial to find one that understands your needs and is willing to adapt as your business evolves.

Consider These Key Points:

• Reputation: Check reviews and ask for references. Ensure your provider has a strong track record. 
• Support: Look for customer support that’s easy to reach and helpful.
• Scalability: Ensure the provider offers solutions that can grow with your business.

Conclusion: Finding Your Perfect Office Phone System

Choosing the right office phone system in the UK isn’t about finding the cheapest or most complex option. It’s about choosing a system that will keep your team connected, make your clients happy, and save you a bit of stress—and money—along the way.

Ready to make the switch? PineVox is here to guide you through the process with innovative, straightforward VoIP solutions that keep your business running smoothly. Let’s have a chat and see how we can help modernise your communications.

Seeking the ideal office phone system for your business? Contact PineVox today for a no-obligation consultation, and let’s find the right fit for you.