Quick summary
A hosted phone system is more than a utility; with the technology advancements over the last 5 years, it can really help Boston businesses:
- Let employees use their business number from multiple locations
- Add users without installing more on-site phone system hardware
- Route calls based on department, schedule, or availability
- Reduce the amount of phone equipment the business must maintain
- Connect calls with customer and business software
- Introduce AI tools for routine call handling and follow-up
- Keep supporting local while modernizing communications
To be abundantly clear, the main benefit isn’t simply to embrace newer technology. It’s about having a phone system that can easily adjust as the business changes.
Here’s something to consider: you’re a growing Boston company that’s about to sign a lease for a second office.
Congrats! That should be good news. But once the physical planning for the older phone system is factored in, an often-overlooked piece of equipment throws a wrench into the works and turns the move into a much bigger project than expected.
New lines need to be installed. More hardware must be purchased, but you find out that it’s been discontinued for a few years, so this is going to take some time. Employees are now affected because they can’t easily move between locations. And changes to the call flow require a technician. Phone system issues weren’t even on your “What Could Possibly Happen” disaster BINGO card; now it’s all that anyone talks about.
That sounds exhausting and would completely take the excitement out of a new location. This is one reason more companies are looking at a hosted phone system.
Instead of building communication around equipment in one office, a hosted system gives employees access to the same business phone service through an internet connection.
What Is a Hosted Phone System?
A hosted phone system routes business calls through the internet. The central system is managed by a service provider rather than being stored on a server or in a phone cabinet inside your office. If you’ve even been through an older on-site phone system failure, you know how huge this is. Backups and redundancy are built right in.
There’s flexibility now with users. Employees can use desk phones, computer applications, and mobile apps. They can make and receive calls through the company’s business number, even when they’re not sitting at their usual desks.
And what’s better is that the provider manages the core platform and software updates, so you don’t need dedicated staff to manage the system.
Hosted Phone System vs. Traditional Phone System
Traditional System | Hosted Phone System |
Often relies on equipment at the office | The core platform is managed by the provider |
Usually tied closely to one location | Can support employees in multiple locations |
Expansion often requires more hardware | Users can be added through a platform portal |
Changes may require an on-site visit | Many changes can be made through an online portal |
Features depend on the installed equipment | New features may be introduced through software updates |
A hosted system still depends on a stable internet connection, which is why the provider should review your network and discuss backup options before recommending a solution.
Why Mobility Matters to Boston Businesses
Boston employees don’t always work from one predictable location.
They may split time between home and the office. They may visit customer sites, travel between branches, or spend part of the day in meetings. Also, the larger New England area can get hit with some serious natural weather occurrences, so having a system that can bob and weave is a critical business enhancement.
A hosted phone system lets everyone stay connected to the business without handing out personal phone numbers.
Employees can answer calls, review voicemail, access contacts, and transfer callers using a desk phone, computer, or mobile device. The customer still calls one familiar company number. The technology works behind the scenes to find the right employee.
How a Cloud Phone System Supports Growth
A business shouldn’t need to make major changes or even replace its phone system every time the headcount changes.
Hosted systems make it easier to add or remove users as the company grows, reorganizes, or hires seasonal staff. They can also support new offices or fully remote users without requiring each location to operate a completely separate phone system.
This doesn’t mean every change happens with one click. If you want desktop phones, they still need to be configured, employees need training, and the network must support reliable calls.
But the process is usually significantly more manageable than expanding an older on-site system.
“Are Hosted Phone Systems Too Complicated?”
As with any new addition, they can be when they’re poorly planned. Planning is the key to success.
A system with dozens of unused features won’t help anyone, especially your employees. Neither will a provider that sends login instructions and leaves the company to finish the setup.
The better approach is to start with the way calls should move through the business.
- Who answers first?
- What happens after hours?
- Which employees need mobile access?
- Which calls should go to a department rather than one person?
Once those questions are answered, the technology can be configured around the business rather than forcing the business to adapt to it.
Where an AI Phone Answering Service Fits
AI call handling is becoming part of modern business communications, but companies don’t need to automate every customer conversation.
AI may help with routine tasks such as:
- Creating call summaries
- Identifying the reason for a call
- Routing callers to the right destination
- Answering common questions
- Recording notes in connected software
- Supporting appointment scheduling
- Highlighting calls that need follow-up
The strongest use of AI in business communication is often helping employees work more efficiently.
For example, a call summary can reduce manual note-taking. Smarter routing can keep a caller from being transferred several times. Automated answers can handle basic questions while employees focus on requests that need personal attention.
AI should support customer service, not make it harder to reach a human being.
Why Work With a Local Hosted Business Phone Provider?
Moving business calls to a hosted platform affects employees, customers, internet service, emergency calling, call routing, and day-to-day operations.
You’ve worked hard to build a foundation of trust with employees and customers alike, so that’s a lot to entrust to a generic checkout page.
Unitel has helped New England businesses manage their communications since 1987. Our team reviews how a company works, recommends appropriate technology, handles installation and setup, and remains available for ongoing support.
For a Boston business, that means gaining modern tools without losing access to an experienced local partner.
Is a Hosted Phone System Right for Your Business?
A hosted phone system may be worth considering when your current system:
- Makes remote or mobile work difficult
- Can’t easily support another location
- Requires aging equipment
- Is difficult to update or manage
- Sends too many callers to voicemail
- Doesn’t connect with the tools employees use
- Can’t support new automation or AI features
The right hosted phone system should make your business easier to reach and your communications easier to manage.
Contact Unitel today to discuss your current setup and learn whether a hosted phone system can better support your Boston-area business.
If you’re curious about what your monthly costs could look like, get a FREE instant quote!