6 Ways Phone System Enhance Communication Blog Blog Image

Even with all of the communication methods available today, a modern business phone system is still a core hub. Phone systems have evolved significantly over the past decade, and today's phone systems can do much more than just handle voice calls.

If you're still working with a traditional business phone system, it's time to look closely at what a modern system can do. Available features can fast-track your communications, help you have better conversations, and strengthen your relationships with team members and customers.

Text Messaging Options

    Today's customers love using text and messaging options to reach companies. An article in the Washington Post reports that 70% of consumers prefer to message businesses rather than call them, and that customer satisfaction ratings are 25% higher for text-based interactions.

    Part of the reason is that texting is more convenient. A customer might get impatient staying on the phone with you if they're at work or taking care of their family, but texting is compatible with multitasking. Texting is also quieter and can't be overheard, so people don't have to find a private place.

    There will always be people who want to call instead of text, and some situations do require the real-time, back-and-forth communication that only voice calls can accomplish. More and more, though, today's customers appreciate it when companies allow them to choose—and even switch between—communication channels. Texting lets you provide that option.

    Call Recording Capabilities

      Excellent business communication means hearing, understanding, and following up on important talking points. That can be harder to do on the phone than with text-based forms of communication, simply because voice conversations traditionally don't leave a paper trail.

      Call recording changes all that by saving your conversations. You can go back later and verify a point, remind yourself of what was said, or send a conversation to someone else who needs to hear it.

      Call recording also has critical functions for employee training and feedback. Like any professional, customer service representatives need to hear what they're doing well and what needs improvement. Call recordings let you provide details about what the customer said, what the representative said, what worked, and what didn't.

      Smart Transcriptions

        Modern phone systems have also revitalized call transcriptions. Gone are the days of scanning through clunky, verbatim transcriptions to find a single detail. Now, machine learning and voice intelligence have made transcription smarter.

        With modern transcriptions, like those from Dialpad, you can flag action items and critical call snippets while you're still on a call. You can go straight to these highlighted items in your call summary or search through the full transcription for a particular keyword.

        These features also eliminate the need for extensive note-taking during a call. Note-taking is necessary with traditional phone systems, but it also pulls your focus away from what the other person is saying.

        Statistics suggest that only 2% of people can truly multitask. For the other 98%, writing down what someone said a moment ago means not hearing what they're saying right now. Smart transcriptions dramatically reduce the need for mid-call multitasking, immediately turning your team members into better listeners and communicators.

        Call Sentiment Analysis

          Being an excellent communicator is about listening to someone's words and tone to understand how they feel, then using that knowledge to respond accordingly. Most business communicators strive for this kind of active listening, but it's not always easy—especially in results-driven call centers. In trying to fix a problem or make a sale, representatives can miss emotional cues like escalating frustration or impatience.

          Modern phone systems can offer help via call sentiment analysis, which monitors conversations to determine how the caller is feeling at any given time. It works by identifying certain signal words that convey positive and negative attitudes, then notifying supervisors that a call is headed in an undesirable direction.

          With Dialpad's Live Sentiment Analysis, supervisors can step in as necessary or coach the rep remotely. The reps become better communicators and the customer feels understood. Everyone wins.

          Softphone Technology

            Today's professionals need to be able to communicate from anywhere, which makes softphones a great choice. All you need is a device connected to the internet and Voice over Internet Protocol (VoIP).

            VoIP converts the analog audio signal of the human voice into a digital message that can travel over the internet. VoIP and softphones let companies be more mobile without losing the personal touch of voice communications.

            Softphones are also less costly than traditional business phone systems. No need to pay for desk phones—just use the devices you already have.

            App Integrations

              With traditional business phone systems, the phone itself is the most disconnected element of the communication chain. It's the analog element in a sea of digital, so it's harder to work phone calls into communication paper trails.

              All that changes with softphones and VoIP. These systems can integrate with productivity apps that your business already uses. With Dialpad, you can easily add call transcripts to a CRM platform like HubSpot or Salesforce. You can click to call directly from Salesforce or within the business communications hub Slack, which lets you log all of your call activity to team channels.

              Integrations like these make communications information easier to find, and that matters to today's customers. Customers use an average of nearly six touchpoints to communicate with a company, and they want the communication experience to be consistent across channels. That's a challenging—if not impossible—expectation to meet using traditional phone systems, but modern cloud systems can make it happen.


              It's time to rethink what a business phone system can do. Say goodbye to manual note-taking, lengthy transcriptions, and disconnected conversations, and embrace the connectivity of the modern, cloud-based system.

              It's easy to get started, and you don't need fancy tech or a Fortune 500 budget.

              Find out how Dialpad's business phone system can change your company's communication for the better.

              Start your free trial today!