Our interactions with customers using different types of phone system naturally gives rise to the question of why they prefer one phone technology to the other. Does it make sense that a considerable percentage of businesses decide to remain with their traditional circuits?
The Strong Appeal of IP Phones
Internet phone providers work hard to publicize how their systems save businesses a fortune. Freed of the need to install and maintain cabinets at customer premises, and all that copper wiring, VoIP phone service providers can be more generous with their call rates. The discounts on overseas calls save companies a huge amount as well as furnishing welcome opportunities to expand business into new areas through virtual offices. A cloud PBX gives the smallest of businesses access to advanced telecom features that only larger companies could previously afford. Since the commercial case for VoIP seems so overwhelming it is hard to understand why so many firms continue to use traditional circuits. Figures from 2018 suggest that two-thirds of American firms still rely upon traditional phone services. What lies behind this reluctance to change?
A Few Reasons Why Traditional Phone Circuits Remain Popular
Call quality is of crucial importance to businesses. You cannot easily sell your product or service unless communications between the company representative and customer flow smoothly. Companies prefer to place their trust in a tried and tested telecom system that generally provides an excellent service. Businesses also remember serious voice transmission problems with the first SIP circuits. These negative experiences lead them to dismiss thoughts of changing phone systems as far too risky. Worries over the security of transmitting voice and data online also dissuade some firms from moving to VoIP. Regular news of cyber-attacks increases their concerns. Internet phone providers invest a great deal in improving their system security. They also point out that landline phone systems are much more exposed to damage from adverse weather conditions, fire, or even criminal action. Nevertheless, business concerns over data security are not so easily allayed. Thoughts of replacing a PRI/POTS circuit with a cloud PBX or SIP trunk can also be intimidating. Even if the business owner or manager becomes convinced it will save money, they hesitate before making such a major change. For example, they might be under the impression that the switchover between systems is likely to be time-consuming and disruptive. Staying with a familiar phone system that basically meets the company’s telecom needs could appear to be both the simplest and most appealing option in these circumstances.
PRI/POTS and SIP ITSP Require Reliable Voice Quality Monitoring
There are good reasons for businesses to choose an IP phone system, but it is also easy to understand why they might choose to keep their traditional circuits. Whichever telecom circuit they have, the centrality of the caller experience issue cannot be under stressed. PSTN Monitoring is a large concern. For example, a business could remain unaware of a PSTN problem until their callers notice major service deterioration. Intermittent voice quality problems are at times difficult to trace and fingers are pointed between provider and company. Both SIP and PRI circuit phone system operators have discovered that PhoneSentry’s VAMP enables them to closely monitor bidirectional audio quality. VAMP acts like a call quality guard dog, but instead of a bark they get a much more useful warning of phone system problems through alerts and historical tracking of quality. Customers have the choice of receiving these alerts through emails, SMS or HTTP. A warning in good times makes it possible to nip the problem in the bud before it starts to interfere with smooth customer communications and historical reporting provides the ability to monitor the carrier’s performance. PhoneSentry’s professional problem diagnosis service ensures that the roots of even the most intractable voice quality problems are quickly detected and resolved. Furthermore, PhoneSentry’s service provides clients with valuable information on their phone system’s call handling capabilities and scalability. The provision of VAMP and other PhoneSentry services via a SaaS product ensures that whatever the size of your firm, maintaining your call path quality is easily affordable.