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Whether it's a question about a product or service, a new order, a support issue, or simply trying to pay a bill, customers still want to pick up a phone and talk to someone at your company. In other words, despite all the advances in technology, people still need a human connection—and a phone call provides just that.
The phone is the front door for customers to your business and the primary tool for your employees to collaborate and get work done. Research indicates 65% of people still prefer to contact a business by phone versus only 24% who prefer a web form. And by 2021, it's estimated that 72.7% of the U.S. population will have a smartphone. Despite this, many businesses still rely on old phone technology that was installed before the smartphone was even invented. These legacy phone systems usually require a hard-wired phone switching system - a server box tangled in wires and randomly blinking lights, often hidden in a closet – that routes calls and manages telephone lines and phone features.