{"id":43315,"date":"2020-08-24T23:07:07","date_gmt":"2020-08-25T06:07:07","guid":{"rendered":"\/us\/en\/blog\/?p=43315"},"modified":"2025-03-31T23:00:45","modified_gmt":"2025-04-01T06:00:45","slug":"the-evolution-of-the-phone-call-how-to-get-the-most-out-of-your-business-phone-system","status":"publish","type":"post","link":"\/us\/en\/blog\/the-evolution-of-the-phone-call-how-to-get-the-most-out-of-your-business-phone-system\/","title":{"rendered":"The evolution of the phone call: How to get the most out of your business phone system"},"content":{"rendered":"

Some might consider it a thing of the past, but a phone call has a unique place when it comes to communicating. It offers more privacy and is less intrusive than a video call<\/a>, but it\u2019s also more engaging and emotionally transparent than a text.<\/span><\/p>\n

That distinction seems particularly important these days, with COVID-19 forcing almost everyone to work from home, and with the majority of our interactions now taking place electronically. More than ever, we\u2019re all using multiple applications and tools to stay in contact with peers and customers. Along the way, we\u2019re all discovering exactly what each application does best.\u00a0<\/span><\/p>\n

As a result, the phone call might just be enjoying a bit of a renaissance in this new environment. That\u2019s why we put together a list of the seven ways phone calls\u2014and particularly <\/span>RingCentral phone calls<\/span><\/a>\u2014help remote knowledge workers, line of business users, and IT administrators stay productive, empathetic, and connected with their remote teams, coworkers, customers, and even emergency response teams. Many providers even offer the option to get a custom phone number<\/a> that’s memorable and aligned with your brand, enhancing your professional image even in remote work settings.<\/span><\/p>\n

1. An always-available phone system<\/b><\/h3>\n

Being away from the office doesn\u2019t mean you can\u2019t still communicate using your work phone\u2014and access <\/span>all your RingCentral communications and collaboration capabilities<\/span><\/a>. All features are available to you on the device of your choice, whether that\u2019s a tablet, laptop, or mobile phone. What\u2019s even cooler is that if you use <\/span>RingCentral\u2019s unified app<\/span><\/a> for messaging, video, and phone, you can switch from one device to another, or one mode to another (for example, from a phone call to a video meeting) with the click of a button.<\/span><\/p>\n

And you can do all this without having to use your personal phone number<\/a>, as long as you\u2019ve got the RingCentral app. Many companies now have bring-your-own-device (BYOD) initiatives, although some employees aren\u2019t comfortable sometimes using their personal numbers. RingCentral users can log on to the RingCentral app on their personal or corporate devices, where they can use their work number and access an enterprise-grade phone system that provides 99.999% uptime SLA (5.26 minutes of downtime per year). And they can do it from anywhere.<\/span><\/p>\n

For example, one <\/span>insurance company<\/span><\/a> enabled its 2,200+ users to work from anywhere. And this London-based <\/span>architectural firm<\/span><\/a> is prepared for anything\u2014even a pandemic\u2014with the RingCentral app.<\/span><\/p>\n

2. Presence and status<\/b><\/h3>\n

Where we once walked up to a colleague\u2019s desk or started hallway conversations, those interactions have become a <\/span>message<\/span><\/a>, <\/span>video<\/span><\/a>, or phone call in \u201cthe new normal.\u201d Of course, it was much easier in an office setting to actually see if your colleague was available to talk. In a virtual office, it\u2019s not that simple, and bombardment of calls and messages can be distracting. RingCentral offers a \u201cpresence\u201d indication to let others know whether you\u2019re available to take a call by noting whether you\u2019re in a meeting. When you sync RingCentral with your calendar, it automatically knows to set your presence as busy during that meeting. It also recognizes when you make an impromptu call and automatically changes your presence. And if you\u2019re out on vacation, you can create a custom status message to let everyone know so you get some well-deserved, undisturbed rest.<\/span><\/p>\n

\"\"
With RingCentral, you can manually set your presence or have it sync with your calendar.<\/em><\/figcaption><\/figure>\n

3. Active call controls<\/b><\/h3>\n

During an active call, RingCentral offers a rich set of features and controls like transfer, record, flip, etc. These <\/span>controls<\/span><\/a> help you lead effective calls so you\u2019re able to make the most of everybody\u2019s time.\u00a0<\/span><\/p>\n

Let’s take an example where you\u2019re managing remote employees and need them for a quick, time-sensitive decision.<\/span><\/p>\n

    \n
  1. You need Kat and James to help you make a time-sensitive decision, so you create a multi-party call instantaneously.\u00a0<\/span><\/li>\n
  2. You realize, however, that you need to keep your UK-based colleague, John, in the loop, but it\u2019s too late for him to join. RingCentral lets you record the call for him and send a recording that he can listen to the next day.\u00a0<\/span><\/li>\n
  3. While you\u2019re on a multi-party call with your team, you realize you need to screen share, so you <\/span>click one button<\/span><\/a> and everyone automatically joins a video call.\u00a0\u00a0<\/span><\/li>\n
  4. If you need to <\/span>flip<\/span><\/a> the call to a different device, that\u2019s a one-click change with no interruption or abrupt disconnection.<\/span><\/li>\n<\/ol>\n
    \"\"
    Call controls such as record, transfer, and flip are available during an active RingCentral call.<\/em><\/figcaption><\/figure>\n

    4. Call queues and custom routing<\/b><\/h3>\n

    RingCentral\u2019s phone capabilities also include features for line of business workers that rely on <\/span>call queues<\/span><\/a> for providing customer support. It enables customer support agents to customize settings, as well as set business hours, and custom call-handling and routing <\/span>rules<\/span><\/a>. These features help maximize team productivity and customer satisfaction.<\/span><\/p>\n

      \n
    1. RingCentral allows you to set your working hours to ensure you\u2019re not burning yourself out. And when you\u2019re taking some personal time off, you have the option to forward calls to other coworkers or queues to ensure continued coverage for your customers.\u00a0<\/span><\/li>\n
    2. You can also set up and organize your call queues for improved productivity and agent work-life balance. If you\u2019re facing a surge in call volume but your primary support queue works limited hours or only a certain time zone, RingCentral can easily send your calls to another queue or a PSTN number for continued support.\u00a0<\/span><\/li>\n<\/ol>\n
      \"\"
      Custom handling rules and call queue management features for line of business workers.<\/em><\/figcaption><\/figure>\n

      5. Phone integration with everyday business applications<\/b><\/h3>\n

      An open platform and out-of-the-box integrations help users access key communications capabilities right within their everyday business apps. A <\/span>survey<\/span><\/a> noted that 69% of workers waste up to 60 minutes a day navigating between various communications apps. That\u2019s up to 32 days a year.\u00a0<\/span><\/p>\n

      By offering employees <\/span>phone integrations<\/span><\/a> in the interface they spent the most time in (for example, the ability to click to dial from within Salesforce), employees don’t waste time toggling, don\u2019t lose focus or context, and aren\u2019t inundated by the many apps that have taken over the workplace.<\/span><\/p>\n

      \"\"
      With RingCentral\u2019s Salesforce integration, you can click on a phone number to place calls directly from within Salesforce.<\/em><\/figcaption><\/figure>\n

      6. System monitoring and management<\/b><\/h3>\n

      This pandemic has not only changed the way knowledge and line of business workers get work done but has also changed the lives of those who manage our IT systems. Now more than ever, system\/IT administrators need tools to manage systems and support employees remotely.<\/span><\/p>\n

      With <\/span>RingCentral Analytics<\/span><\/a>, IT teams get complete visibility into quality of service (QoS) at the corporate and user level. With automated monitoring and system-generated <\/span>alert notifications<\/span><\/a>, admins can ensure that the phone service is running smoothly, even without them being physically present in the office. RingCentral also offers insights into the <\/span>adoption and usage<\/span><\/a> of phone features so IT departments can run awareness and adoption programs for complete utilization of RingCentral features, especially in times when the workforce is primarily remote.<\/span><\/p>\n

      \"\"
      RingCentral provides quality of service (QoS) data at an account level.<\/em><\/figcaption><\/figure>\n
      \"\"
      RingCentral lets you drill down into user\/call-level quality metrics data, such as mean opinion score, jitter, and packet loss.<\/em><\/figcaption><\/figure>\n

      With RingCentral analytics, line-of-business administrators can also manage the performance of call queues. In-depth call queue insights and management features help ensure service levels are met and customer satisfaction is guaranteed. <\/span><\/p>\n

      7. E911 services<\/b><\/h3>\n

      Your E911 address is the address sent to emergency response teams when a 911 call is placed. It\u2019s a <\/span>requirement<\/span><\/a> to provide an accurate address to ensure a timely response in case of an emergency. If a phone is moved physically to a new address, that information must be updated immediately. With the RingCentral app, you\u2019re prompted to make these changes when you\u2019re on the go, and changes can be easily made at any time. So whether you\u2019re working from home or your beach\/mountain house (enjoying a socially distant staycation), you can be assured you\u2019re always covered in time of need.<\/span><\/p>\n

      \"\"
      RingCentral alerts users to make an address change for E911 emergency response service.<\/em><\/figcaption><\/figure>\n

      With employees working from home and businesses actively planning for and <\/span>adopting long-term remote plans<\/span><\/a>, it is critical to consider tools like the RingCentral app, with superior telephony capabilities, as a pivotal part of this digital transformation journey.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

      Some might consider it a thing of the past, but a phone call has a unique place when it comes to communicating. It offers more privacy and is less intrusive than a video call, but it\u2019s also more engaging and emotionally transparent than a text. That distinction seems particularly important these days, with COVID-19 forcing …<\/p>\n","protected":false},"author":29,"featured_media":43331,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[18677,18676,18675,14825,5113],"class_list":["post-43315","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","tag-best-ucaas","tag-best-voip-solutions","tag-ringcentral-phone","tag-ringcentral-voip","tag-unified-communications"],"acf":[],"yoast_head":"\nThe evolution of the phone call: How to get the most out of your business phone system | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Some might consider it a thing of the past, but a phone call has a unique place when it comes to communicating. 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