BT Business VoIP Review 2016

BT Business VoIP Review 2016
October 21 09:23 2016

Bang For Your Buck

BT’s aim is to make affordable VoIP solutions available to small business owners with their solutions being broken down into three primary service plans. BT VoIP’s basic plan runs £13.00, while the mid-range plan, “Connect,” runs for £18.00 and the highest plan, “Collaborate,” runs for £23.00. To enjoy continued services, users of each of the respective plans are required to pay these fees on a monthly basis.

For small businesses, the Basic plan offers enough features to operate including logs, groups, fax call queues, auto-attendant voicemail, conferencing, and call recording. For those looking to scale up their businesses and want something more like CRM integration, then the Connect plan is their best shot. The last project, “Collaborate,” provide everything the lower plans offer with the addition of video and web meetings.

I was rather disappointed to see a restriction on UK minutes, with each plan having a 500-minute cap plus additional connection charges. While the higher tier plans provide an option to pay for unlimited United Kingdom calls, I feel that this shouldn’t be offered as a premium add-on but should be included as a value-added benefit.

Future Scalability

Apart from tiered features, the company also offers a host of standard selections that provide extra benefits including remote and mobile application management, reporting, free in-network calls, and a cloud-based system that is fully hosted and which requires no hardware setup to get started.

The company has its VoIP plans scaled on the number of users or seats you will have on staff. BT’s basic Cloud Phone, which is available on all of the three listed plans, is designed to support up to nine users. If you need an option that can support ten or more users, then there is BT Voice that’s more of an enterprise plan designed and built around all the features you and your staff need.

These options allow for a greater deal of scalability once you start growing beyond your roots.

Once your business starts growing exponentially, you will be happy to know that the company also offers more sophisticated, on-site phone systems that can support well over 50 users. However, it is important to note that there is a significant buy-in cost that you will have to deal with to get the hardware on site. As such, you will want to consider working closely with BT to view the hardware options available to see which ones you will need to ensure that deployment takes place without any hitches.

Setup, Management, and UI

With BT’s cloud-based plug-and-play nature, there’s virtually no need for hardware configuration other than just plugging in an IP phone. However, you will be required to deal with some software configuration as you go about setting up your auto-attendant, routing, call groups, and the likes. The good thing though is that BT offers 24/7 support, an extensive knowledge base and FAQs, which should make it easier for you to setup things.

With all these options available, it should be very easy to get things started, and this makes it easier for busy business owners or people with limited technical knowledge to handle things. If you have ever plugged in an electrical cord and a LAN cable, then you probably know everything there is to know about getting BT’s cloud-based services installed.

While BT’s plug-and-play services are quite simple to setup, you are bound to come across some issues. Gratefully, BT has anticipated customer needs and has set up a service department to tackle different problems from different angles. Not only does BT provide engagement and support via various social channels, but it also offers support services through service status updates, live chat, email, and a knowledge base segment categorized by type of duty and common problems users might face.

Customer Care

For more serious service issues, users can either contact the company directly or schedule a call and have a BT rep contact them when it best suits them.

The company’s technical staff is available 24 hours a day, seven days a week (however, there is a catch – it is not free). For more enhanced support services at any time of the day, you will have to pay for assistance.

Mobile Friendliness

BT is that the company provides mobile accessibility even at the most basic service level. This means that you can make calls and access most of the company’s VoIP functionalities from a mobile application – and that includes managing your entire VoIP system.

For more reliable remote access and enhanced mobility, the company has split this feature into a service plan it calls BT One Phone. The program gives users the features of a desk without having to be tied down to one. This option ensures that you will never have to miss any call ever again. But honestly speaking, this a solution you can enjoy when you configure a standard VoIP line appropriately. As such, it is quite disappointing to know that BT has broken off this option into a separate plan the way it has. It is also geared towards 15+ employee usage; as such, you might want to consider weighing the benefit/cost of utilizing the plan.

Review Summary

4 out of 5
Bang For Your Buck
4 out of 5
Future Scaleabilty
4 out of 5
Setup, Management and UI
4 out of 5
Customer Care
4 out of 5
Mobile Friendliness

The company offers fair rates with most of the features it has to offer being ideal for small business owners. However, their approach to customer service, mobility and minutes makes it feel as though they are trying to work in additional fees for things that most VoIP services offer as part of their standard functionality.

4 Good 4 out of 5
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