How to choose the right phone system for your growing company
As your company grows, so do your communication needs. Whether you’re onboarding new staff, opening up new offices, or managing more customer enquiries, it’s time to ask: is your phone system keeping up?
If you're still relying on a landline or a patchwork of mobile numbers, chances are you're missing opportunities and wasting time. But don’t worry, we’re here to help demystify the tech and guide you through what really matters.
This guide is designed specifically for Australian businesses, cutting through the jargon and focusing on practical solutions to help you make the right choice.
1. Understanding the Options: VoIP vs On-Premise vs Cloud
Before you dive into platforms and features, let’s start with the foundations.
VoIP (Voice over Internet Protocol)
VoIP lets you make phone calls over the internet instead of using traditional copper phone lines. It's cost-effective, highly scalable, and perfect for hybrid or remote teams. Calls are crystal-clear (when your internet is good) and you can add features like voicemail-to-email or call forwarding with ease.
Best for: Businesses with stable internet looking for flexible, modern calling.
Cloud Phone Systems
Cloud systems take VoIP to the next level. Everything runs online—no clunky on-site equipment. You just plug in your handset or log into an app, and you’re connected. Your team can take calls from anywhere, and IT headaches are reduced because updates and maintenance happen automatically in the background.
Best for: Growing teams who want flexibility and low setup costs.
On-Premise Phone Systems
This is the traditional route: physical PBX systems located in your office. You’re responsible for hardware, updates, and maintenance. While this might suit businesses with strict data or compliance needs, most Aussie SMEs now find the cloud a better fit; cheaper, more flexible, and easier to manage.
Best for: Companies with specific security/compliance requirements or limited internet access.
2. Unified Communications (UCX): Why It’s a Game-Changer
Unified Communications Experience (UCX) is more than just phone calls. UCX systems bring your entire communication ecosystem under one roof: voice, video, chat, presence, file sharing, and more. UCX simplifies how your team connects, whether they're in the office, at home, or on the road.
Popular UCX platforms include:
Microsoft Teams
Many Aussie businesses are already using Microsoft 365, so adding Teams for calling, chat, and meetings makes perfect sense. It integrates natively with Outlook, OneDrive, and SharePoint, and with the right licensing, you can even make and receive external phone calls directly in Teams.
Great for: Microsoft-centric workplaces wanting an all-in-one solution.
Zoom Phone
You might know Zoom for video meetings, but Zoom Phone is a powerful cloud-based calling system. It's easy to use, great for businesses that already run virtual meetings through Zoom, and offers flexible pricing for smaller teams.
Great for: Remote-first teams or Zoom-heavy environments.
Webex by Cisco
Known for its security and enterprise-grade performance, Webex combines voice, messaging, and meetings in a single app. It’s a strong option for mid-sized to large businesses or those with more complex collaboration needs.
Great for: Businesses needing robust tools with strong data security.
All three platforms support VoIP and cloud calling, and can be integrated with contact centre tools, CRM platforms, and productivity apps—giving your team a seamless communication experience.
3. Is Voice AI Right for You?
Voice AI used to sound futuristic. Now, it’s becoming a standard tool—even for smaller businesses.
With Voice AI, you can:
- Transcribe calls in real-time
- Analyse customer sentiment
- Automate call summaries
- Flag common issues for your team to address
- Improve training with smart call recordings
Used correctly, AI tools can help you deliver better service while saving time. For example, if you’re managing customer support or sales calls, transcription and sentiment analysis can highlight trends and help your team act faster.
At Now Technologies, we offer solutions that combine Voice AI with leading platforms like Zoom Phone, Microsoft Teams, and Webex—so you can automate the boring stuff and focus on the human connections that matter.
4. What Features Actually Matter?
Don’t get distracted by shiny features you’ll never use. Focus on what will actually support your day-to-day operations. Here’s a list of must-have features for growing businesses:
Call forwarding & transfer - Route calls to the right person fast
Voicemail-to-email - Never miss a message, even on the go
Mobile & desktop apps - Work from anywhere—home, office, café
Auto-attendant/IVR -Professional call handling, 24/7
Call recording - For training, compliance, and quality control
Integration with CRM - Keep customer info at your fingertips
Presence indicators - See who’s available before calling
Scalability - Add or remove users as your team changes
5. What to Look for in a Provider
When choosing a technology partner, you're not just buying a product—you're building a relationship. Here's what to look for:
- Qualified & experienced support teams – someone in your time zone who understands local issues
- Transparent pricing – no hidden fees or expensive hardware lock-ins
- Flexibility – ability to grow with you, from 5 to 500+ users
- Support for modern tools – like Microsoft Teams, Zoom, Webex, or even your CRM system
At Now Technologies, we help Aussie businesses move from outdated systems to modern communication tools that fit their size and goals. Whether you're just starting out or scaling fast, we tailor solutions using the best tech in the business—without the tech headaches.
Final Thoughts: Simple. Scalable. Smart.
The right phone system should empower your team—not slow them down.
By moving to a cloud-based, unified system with smart features (and a local partner), your business can stay connected, productive, and ready for the future.
Not sure where to start? That’s what we’re here for.
Ready to upgrade your business phone system?
Let’s talk! The team at Now Technologies is ready to help you find a solution that works today and grows with you tomorrow.
Call us on 1300 123 456
