sundance-communications.com/forum Forums General General Telephone & Systems Information What do customers want in a new phone system?

Here's my list, how does your experience differ?

1) value for the price
2) good/professional looking phones
3) vmail to email
4) intuitive operation (like Apple products!)
4.1) easy to pgm speed dials, change names, record AA, etc.
4.2) computer based administration
5) ability to change ringtones (I'm amazed at how often I'm asked about this!)
6) IP connectivity for IP phones, SIP trunks, softphones
7) click to dial from outlook contacts
8) computer interface that displays extension status, etc.
9) option for good cordless phones
10) follow-me feature

For my clients:

1) value for the price
2) good/professional looking phones
3) easy to pgm speed dials, change names
4) ability to change ringtones (I'm amazed at how often I'm asked about this!) Me Too!
5) option for good cordless phones or other SLT devices

But most important, much better service than from the previous vendor...and preferably "Personalized Service"

The one universal request: Multi-line cordless. You would be amazed (well, actually, you probably already know) how many people who have grown up with cell phones, need a cordless in their office. They have short attention spans, or some psychological imprinting, so that they just can't seem to sit still and talk on a desk phone.

Since most brands of key systems have either no proprietary cordless, or the ones they *DO* have are outrageously expensive, I usually try either to convince them to sit down while they talk, or program a SLT port or ports for Radio-Shack "disposable" cordless phones.

A system that will deliver what was promised. Not a system that suddenly does not do what you were told it would do when you purchased it. I know that is more a "vendor feature" but it is hugely important.

As for the phones, our was pretty simple.

1 - the ability to dial any extension local or remote with 4 digits.
2 - vmail to email and text
3 - easy to understand/use administration functions
4 - simple phone design

We do not want much, just what was promised when the contract was signed.

Actually I would counter that most customer don't really know what they want or need. What I find interesting is the people making the decisions on the phone system haven't talked to the people that use the phones the most.

I have, on more than a few occasions, run into this where reality vs fantasy can be an issue with internal problems the company has between departments. More and more companies are relying in the IT dept for making communication decisions they are not equipped or educated to handle. Face it, most IT heads do not have a CCNE but rather an MCSE which has nothing to do with phones OR network switching infra-structure.

How about the customers who complain about their old, obsolete systems and then want you to program the new system so it works identically? :bang:

This. Especially when they need some variation of an ACD. They never consult with the ones on the line of fire.
Receptionist is the first person that should be consulted if she's been there for awhile. If it's more than 5 years,the ONLY person whose input matters. Make her happy and in your side and the $ won't matter as much. Bosses know the value of a good receptionist and how rare they are.

Thanks for the input :-)

Especially "Keep" for the end-user point of view.