Many small businesses stick with traditional phone systems because they appear cost-effective and don’t need specialized technical skills.
However, if you're planning to grow your business, a traditional phone system can be a hindrance. It’s inefficient, costly over time, and restrictive for your call center operations. That’s why savvy organizations are making the switch to digital telephony.
If you’re thinking about making this transition, it’s important to understand what digital telephony involves, how it will impact your business, and how to select the right service provider to facilitate the change.
What Is Digital Telephony?
Digital telephony is a telecommunications technology that enables voice calls to be made and received over digital networks, such as the internet. Unlike traditional phone lines that send sound as continuous electrical signals, digital telephony converts analog voice signals into digital data packets through analog-to-digital conversion. These packets are then transmitted over digital networks, offering more reliable connections.
Advantages of digital telephony
Transmitting voice calls as digital signals rather than analog results in:
- Superior audio clarity, free from the static and interference typical of analog systems.
- More efficient use of network bandwidth, which supports features such as call waiting and conferencing.
- Seamless integration with data networks, enabling functionalities like voicemail-to-email and video conferencing.
Components of a Digital Telephony System
Voice communication over digital networks depends on three essential components:
1. Private branch exchange
A private branch exchange (PBX) is a business phone system that facilitates easy voice communication. It handles internal calls, connects to external phone lines for outbound calls, and directs incoming calls within the organization.
While traditional PBX systems are hardware-based, contemporary solutions, such as Getyn, are software-based and hosted in the cloud.
In the realm of digital telephony, modern PBXs act as central switching systems. They manage the conversion of voice signals into data packets for transmission over digital networks and vice versa, integrating seamlessly with VoIP services.
2. PSTN connectivity
Public switched telephone network (PSTN) connectivity allows digital communication systems to interface with traditional analogy phone systems. This capability enables calls between VoIP phones and landline telephones, and vice versa.
This is crucial since many businesses and customers still depend on traditional telephone networks. PSTN connectivity ensures that you can reach customers who may not use or have access to digital telephony tools like VoIP.
As a digital telephony provider, Getyn acts as a bridge between your business and the PSTN, providing you and your employees with functional phone numbers or private extensions if desired.
Additionally, we are 10DLC-compliant, which means we can send and receive text messages on your behalf without the need for complex technical setups or third-party applications.
3. IP phones
Internet protocol (IP) phones are devices that make and receive calls over the internet. They utilize session initiation protocol trunking technology, which replaces traditional phone lines with a virtual connection that supports digital telephony.
In addition to facilitating internet-based communication, IP phones provide advanced call centre features such as caller ID, call waiting, conferencing, and voicemail access. This technology is versatile and compatible with various devices and systems, allowing you to customize your office phones based on different needs and use cases.
Is Digital Telephony Right for You?
Should your call centre transition to digital telephony, or is it more advantageous to stick with your traditional phone system? To make this decision, you need to first evaluate the benefits and drawbacks of digital telephony.
1. Cost savings
At first glance, transitioning to a digital telephony system may seem like a significant investment. However, it can lead to savings of up to 65% on phone bills, particularly if your business frequently makes international or long-distance calls.
Digital telephony leverages your existing internet infrastructure for communication, eliminating the need for separate, dedicated phone lines for your call centres.
In contrast, traditional telephony relies on physical infrastructure and ongoing maintenance, which can quickly increase the costs of operating an international call centre.
2. Features
Digital telephony offers a variety of communication services beyond just voice calling, including:
- Video conferencing for seamless remote communication
- Voicemail-to-email so agents can access messages without logging into a voicemail system
- Call routing to direct inbound calls to the most suitable agents for quicker resolutions
- Integrations that connect your phone system with other business tools, such as CRM software and customer data platforms
These features enable you to operate an efficient, omnichannel contact centre.
3. Scalability and flexibility
Traditional phone lines are confined to their physical locations, meaning that setting up a call centre in a different city would require a new investment in cables and infrastructure, which is both time-consuming and costly.
In contrast, digital telephony systems are designed for flexibility and scalability. Expanding your user base typically involves simply adjusting your subscription plan or adding virtual lines, rather than installing new physical equipment.
4. Technical requirements
While transitioning to digital telephony systems requires some technical expertise, choosing the right service provider can simplify the process significantly.
Getyn, for example, offers guided onboarding, customized implementations, and dependable customer support, making the shift from traditional to digital telephony much smoother. As one of our customers shares:
"My favourite aspect of Getyn is their client support. When I call, I quickly reach someone who is both knowledgeable and eager to help. Unlike many phone and VoIP companies that leave you on hold for extended periods or provide inadequate assistance, Getyn consistently delivers prompt and effective solutions. Each time I've contacted them, I've found a representative who takes ownership of the issue and resolves it to my satisfaction."
5. Reliability
To minimize disruptions in digital telephony, it's essential to have stable connectivity. Partnering with dependable internet and digital telephony providers can ensure this. For instance, Getyn offers a 99.99% uptime guarantee, ensuring that you'll experience minimal to no service interruptions with our business phone systems.
Signs You Need Digital Telephony
The ideal time to switch to digital telephony was yesterday. However, the next best time is when any of the following situations arise in your business:
- Your call centre is having difficulty managing high call volumes.
- You're transitioning to a remote or hybrid workforce and need to ensure smooth communication among all employees.
- You want to enhance your call center's capabilities with video conferencing and integrations with third-party tools.
- You’re facing issues with your analogy phone system's poor call quality and limited features.
How To Choose the Right Digital Telephony System for Your Call Centre
Here are some factors to consider when evaluating digital telephony providers to find the best fit for your business.
1. Evaluate your needs
First, determine why you need a digital telephony system to ensure you select a platform that aligns with your specific business requirements.
For instance, if you already use CRM software and other business tools, you’ll need a digital telephony system that integrates seamlessly with these applications to enhance your call center’s capabilities.
If your team has basic technical skills, choose a service provider like Getyn that offers comprehensive onboarding and ongoing support to help you get up to speed quickly.
Additionally, consider factors such as your budget, call volume, and current call centre setup. For example, if you’re using a softphone application like Getyn Voice, you might not need to invest in physical VoIP phones.
2. Research your options
After you’ve clearly identified your needs for a digital telephony system, the next step is to research various providers. Your goal is to find a digital phone company that fulfils your essential requirements at a fair price.
Examine the features included with each plan and determine if there are additional costs for deployment or extra functionalities.
Additionally, review the pricing structure: Are there scalable plans that accommodate business growth, or will you need to switch providers as your needs evolve?
3. Consider managed services
Managed services offer expert support for setting up and maintaining your digital telephony system. These providers handle the initial installation, ongoing maintenance, and any troubleshooting of technical issues that may occur.
This is especially beneficial for businesses lacking the internal resources or expertise to effectively manage their digital telephony infrastructure.
