The digital upgrade

Key features to look for in a small business phone system

Posted by Casey Solomon

Many small businesses are implementing cloud telephony solutions ahead of the 2025 landline switch-off. But with so many providers out there, choosing the best one for your business can be challenging. 

VoIP phone systems provide businesses of all sizes with numerous benefits, including reduced costs, increased flexibility and advanced features. 

If you are ready to make the switch to a VoIP phone system, there are some key features to look out for that will enhance your customer service and overall communications.

Working remotely? Use any device anywhere!


  • Make business calls from your computer
  • Available for Windows and macOS
  • Sync contacts from your mobile
  • One-click call audio & video meetings


  • Superior call quality & HD voice
  • Available on iOS & Android devices
  • Powerful call controls in your hand
  • Join meetings from anywhere
  • Never miss a call

HD voice calls

One thing you want to be sure of is that customers can hear everything you have to say. Poor voice quality is a huge cause of frustration for both parties involved. 

Nowadays, HD voice is a standard feature for most small business phone systems and should work to ensure clear call quality while reducing background noise. 

Call forwarding

Another key feature, call forwarding ensures that an important call never goes unanswered. It enables you to route calls between devices, providing you with the flexibility to handle calls no matter where you are. 

Call menus 

You might also hear this feature referred to as an interactive voice response (IVR) or auto-attendant. Call menus allow callers to choose the department or team member they want to connect with through an interactive call menu. 

Call recording

VoIP makes it simple to record internal calls with your team or external calls with customers and important stakeholders. This provides you with full visibility into your calls and can be used to inform projects, set quality standards, improve training and more. 

Voicemail to email

Missed voicemails can have negative effects for your business. This feature automatically forwards voicemail messages to your email inbox so you can respond to important queries as fast as possible. 


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Mobile and desktop calling 

Work doesn’t just happen in the office anymore. If your business operates remotely or with a hybrid working model, this is a sure sign you need a new small business phone system. 

Choose a phone system that allows you to make and receive calls on any internet-connected device so your team can work from anywhere. 

Call reports

Call reports are an essential feature for growing businesses that want to ensure they provide exceptional customer service. They provide data so you can track and optimise your communications while gaining insight into customer behaviour and sentiment. 

Video meetings

Video meetings have become a routine part of business communications over the last few years. A great small business phone system should offer video conferencing to enable you to meet face-to-face online with colleagues, customers and stakeholders regardless of location. 

Business app integrations

Your business will run much smoother when key systems and apps are integrated. Most VoIP phone systems can integrate with other essential tools like Salesforce, Hubspot, Zendesk, G-Suite and more so you can streamline your business communications. 

Want to know more about how a small business phone system like bOnline provides advanced features to enhance your communications? Get in touch with us today.