Cloud-Based Phone Systems

Your legacy phone system may still be working … but it’s probably costing you more than you think! And every missed call, every customer on hold, and every clunky voicemail menu may result in a lost opportunity.

Cloud-based phone systems don’t just replace your existing phones … they transform the way you communicate! In fact, switching from an old, PBX-based legacy land line to an AI-powered, cloud-based phone system from Projex IMC is like trading a landline for a smart phone: It’s not just cheaper; it is smarter, faster and built for the way business works today.

Evaluation/Justification

Why make the switch? Here is a breakdown of key benefits available to ‘smart’ phone system users vs legacy PBX systems:

1. Cut costs instantly – Expensive PBX hardware, maintenance contracts, carrier fees and separate (billable) phone lines are no longer needed. Projex IMC offers one, predictable, low monthly fee per user.
2. Be reachable anywhere – Answer phone calls or texts and attend video meetings from your desktop, laptop or smart phone … all with the same phone number. Never miss a customer phone call, even when you’re out of the office.
3. Put AI to work for you – AI-powered call routing sends customers to the right person instantly … without operator intervention! Automated transcripts make notes for you, so that no detail gets lost in the shuffle. Automated analytics show peak times, report missed calls and monitor service quality.
4. Provide a better customer experience – Greet callers with personalized messages. Offer quick options that get customers where thy need to go without putting them on hold. Follow up automatically via SMS or email.
5. Take control for better results – Projex IMC offers transparent pricing and easy-to-use feature comparisons for various plan tiers.
6. Scale at speed – Add lines, features, or entire locations – at your convenience – without disruption or delay.

Key steps taken to help new customers justify our cloud-based phone systems:

• Needs Assessment – Review current phone system, call volumes, locations, user needs.
• Cost Comparison/Analysis – Compare current telephony spend to projected cloud costs.
• Business Case Development – Identify ROI, productivity gains and customer experience improvements.
• Feature Gap Review – Highlight features missing in current system vs cloud capabilities.

Implementation

Projex IMC makes the process of transferring from a legacy (PBX or VoIP) phone system as easy as possible. Our tech team will explain the steps required and work with you along the way to ensure a successful, pain-free transition with little or no downtime. Key steps in the process are outlined below:

System Design & Planning

• System Design – Determine number of lines, extensions, and call flow requirements.
• Feature Mapping – Match business needs to available cloud features (voicemail-to-email, call queues, auto-attendant, integrations).
• Integration Planning – Define how phone system will connect with Microsoft 365 applications, CRM, and AI-powered website.
• Scaling – Ensure the solution supports growth, remote work and multiple locations.

Migration

• Number Porting – Transfer existing phone numbers to the cloud service with minimal downtime.
• Phone System Setup – Configure call routing, user accounts, voicemail and security.
• Device Deployment – Provide and configure desk phones, soft phones and mobile apps.
• Integration Activation – Connect phone system with MS365, CRM and related website tools (click-to-call, chatbot, etc.).

Training & Support

• Admin Training – Show internal admins how to manage users, call flows, reports, etc.
• Go Live (Pre-Launch) Training – Teach end-users how to use features effectively (mobile calling, conference call setup, call transfers, etc.).
• HyperCare Support Period – Onsite/remote support during and shortly after initial cutover to ensure smooth transition.
• Long-Term Support – System monitoring (proactive monitoring of uptime, call quality, security), 24/7 helpdesk for all users (ticket-based support tools), feature updates (feature rollouts, new integrations, etc.), usage reviews (scheduled reviews to optimize call flows, reduce costs and improve customer experience).
• Scaling Support – Add/remove users, locations features as needed.