Dec 2015

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When business owners find themselves negotiating leases and contracts with landlords and service providers, they often start on the back foot. Many are coerced into agreements that have hugely unfavourable terms, simply because they don’t know any better. Office telephony provides a classic example. When moving offices, or expanding into new and bigger premises, business owners are faced with questions around their existing PBX systems. What usually happens is that PBX providers convince business owners to purchase a new PBX system for the new space, and to sign a new, long-term contract.

When it comes to SMEs, the choice of business telephony ­ and the equipment that comes with it ­ is largely dictated by the owner of the business. Within larger companies, it is the CIO, the IT manager or the operations manager who has traditionally been in charge of key decisions. Increasingly, however, the end user is playing a powerful role in this decision making process by demanding flexible tools and solutions to communicate within ­ and outside of ­ the enterprise.

In today’s always-on, hyper connected business environment, customers are beginning to demand that products and services – and customer support – are delivered seamlessly and (almost) instantaneously. In an era in which a great deal of information can be delivered via a simple click of a mouse or tap on a screen, there is little patience for dropped calls or long lead times.