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Phone System

Joshua Peters
$organization

Does anyone have a phone system for hybrid work they really like? I tried looking through the forums but everything I can find about phone systems is several years old. Since the pandemic, we have switched to a hybrid work model so we have people using physical phones in the office and people answering through a web interface at home. We currently use Improcom, but there are many issues we are not overly happy with (for example, we can't transfer calls making it difficult to escalate issues). Does anyone have a phone system they love (or at least like)?

Thanks!

  • $organization

    Microsoft Teams. Easy to administer, inexpensive for calls, and you’re likely already licensed for it. 

    Happy to discuss. 

  • $organization

    We have Teams, but are using Ring Central for our phone system.  It works great for me in admin whether I'm at home or in the office, and I'd be happy to put you in touch with our Ticketing Team as they can speak more to the customer/staff experience side of things

  • $organization

    We use VOIP.ms for our system and service.  We used it during remote working with the same hardware off site.  Has soft phone options as well.

  • $organization

    We use 3CX Enterprise.  I really like it.  Especially good because it has its own mobile app so our production staff can have their work phone away from their desk but still able to easily separate while at home since those calls are obviously not to their personal cells.  We have it integrated with absolutely nothing.  But it works well, and we like it.

  • $organization
    We switched from Cisco Call Manager to Zoom Phone at the beginning of the summer, and so far have been really happy with it. It’s MUCH simpler to manage while still meeting pretty much all of our needs, and it works well whether you’re using a traditional desk phone or the client. We were already using Zoom for meetings, webinars, instant messaging, etc. So adding this on was pretty easy.  It’s also substantially reducing costs over what we were previously paying to support the on premises solution.
     
    I have a dream at some point of an integration that would use the REST APIs for Zoom and Tessitura to create a quick tool that would pop up caller information and allow recipients to take notes, create CSIs, etc. (If this sounds interesting, let me know – would love to collaborate on it.)
     
    -David
     
     
     
    ____
     
    David Dwiggins, Chief Information Officer
    Historic New England
    (he/him/his)
    Eustis Estate
    1424 Canton Ave
    Milton, MA 02186-2418
    617-994-5948 (office)
     
     
  • $organization

    We use Mitel for our SIP VOIP system. When the pandemic hit we just told everyone to take their IP phones home and they connected over the internet via SIP Teleworker without issue. Our call center is fully remote (we also do call recordings for compliance and training purposes) and they haven't had any issues. We've looked at an integration with Mitel & Teams so we could start phasing out physical handsets where possible but aren't there yet.