Email and text messaging may have overtaken voice calling as the most prevalent method of consumer communication, but for small and medium sized businesses (SMBs), the company phone system is still king. SMBs with systems that are fully depreciated, have run out of capacity or use legacy PSTN (Public Switched Telephone Network) technology are prime candidates for replacement by newer, more cost effective IP-based systems or services.

IP-based systems allow SMBs to leverage existing broadband connections to merge voice and data transport and services. Additionally, newer IP-based PBX’s (like those from 3Com, Aastra, Avaya, Cisco, Mitel, NEC, Shoretel, or Siemens,) or hosted services (like those from Alteva, Bandwidth.com, Broadsoft, Fonality, M5 Networks, Nextiva, Qwest, Ring 9 and Telovations) often include mobility features, unified messaging, and advanced voice mail features like voice mail to email forwarding. (There are also hybrid solutions that incorporate both on-premise and hosted capabilities, these providers include Altigen Communications, Alcatel-Lucent, Spherecom, Toshiba, and Zultys). The bottom line is that for most SMBs, the question isn’t whether or not to choose an IP-based voice solution, it’s whether to choose on-site IP-PBX/Unified Communications hardware and software or go with an “in network,” “cloud” or hosted solution.

We Own It, They Own It

Like any “do it yourself” or “let the cloud” do it decision, there are a number of things that SMBs should be thinking about before they sign on the dotted line. Number one on the list however is whether or not the staff has the expertise and resources to:

• Design the system - LAN (Local Area Network) and WAN (Wide Area Network).
• Implement the system - install the hardware and software, configure the phones, train the users.
• Support and maintain the system - manage changes, implement standard maintenance practices, diagnose end user and system problems and take corrective action.

Many of the systems and services offer similar features and functions, the determining factor in a “do it yourself” or “let the cloud do it” decision may often be based purely on the technical and support resources available to the SMB. However, other factors should weigh in heavily as well. They include:

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