Flow Phone Systems: Overview, Benefits & Integrations

Best business phone systems like Flow are designed to meet the dynamic communication needs of modern businesses by offering advanced features, scalability, and seamless integration. These systems enhance operational efficiency and support effective communication across various channels.

Overview of Flow Phone Systems

Definition and Purpose

A business phone system like Flow from Telavox is crucial in modern business communication. Flow phone systems have evolved rapidly, considering they are relatively new to the business phone system market.

Key Characteristics

Flow is a relatively new company that has burst onto the scene and offers complete VOIP phone systems. Like most new Companies entering the VoIP technology market space, you first need to make sure your system does the basics like everyone else. This is undoubtedly the case with Flow, which can go toe-to-toe with any other VoIP service provider. Along with all the features you would expect to find in a VoIP system, flow includes some really new and neat features that truly separate Flow from the pack. It has grown rapidly over the past few years and is now used by over 60,000 companies worldwide.

Key Features of Flow Phone Systems

• Native Microsoft Teams Integration
• Since the pandemic, Microsoft Teams has become a significant driving force, with 330 million active users daily. Flow comes pre-configured to sit inside Teams or a separate application, depending on your requirements. Making and receiving calls from Microsoft Teams gives users a single pane of glass for all their unified communications.
• Advanced Call Management
• Smart Automatic Call Distribution directs calls fairly around your team to ensure that the work is spread evenly across your team. Interactive Voice Response (IVR) that is so good at interpreting voice, it allows callers to request the department they need by speaking directly into the phone system, saving time and money.
• Integration Capabilities
• Flow VoIP systems also come with a wide range of software integration options, enabling your flow telephone system to link directly into Salesforce, Hubspot, ZenDesk, Microsoft Dynamics, and many, many more software providers.
• Mobile and Remote Access
• With Flow hosted on the cloud, you do not need your local office phone system to make and receive calls. Flow markets itself as Any Device on Any Platform, regardless of where the call happens. Almost all VoIP technology-enabled desk phones are compatible with Flow, so there is no limit to the different types of phones you can use in the system. It is also compatible with iPhone and Android mobile phones, allowing you to take calls when you are out of the office.
• Scalability and Flexibility
• From single users to 500+ users, flow can handle any business size. Flow is a system designed to grow with your business so you avoid moving to another VoIP Platform as your business scales.

Benefits of Flow Phone Systems

Enhanced Communication Efficiency

Flow offers a comprehensive, flexible UCaaS communications application designed to optimise workflow efficiency, collaboration, and customer engagement, ultimately driving business growth.

Cost Efficiency

Boost your portfolio with a truly flexible UCaaS platform. That’s why we offer flexible licences that are not tied to phone numbers or people but can be moved around among employees as needed. And you never have to think about cancelling or subscribing to new contracts; everything is on a simple rolling-month contract.

Improved Customer Service

Whether you choose a desktop client that works on your laptop, a web client that works in your browser, a physical phone or a mobile phone application that turns your existing mobile phone into your works telephone extension, the choice is yours.

Support for Remote and Hybrid Work Environments

With the Flow phone system hosted on the cloud, there are no expensive PBX systems to install in your office and no reliance on your internet connection for the system to work. Your users simply connect directly to our cloud Flow system from whatever device you choose and from whatever location you choose. Remote and hybrid working are built into the entire flow system.

Integration with Existing Business Systems

• CRM Integration
• Flow integrates with several mainstream CRM and ERP systems, allowing you to have a single hub to access your business's communications channels and software systems. As well as mainstream CRM applications, Flow also links to Microsoft Teams, PowerBI (for analytics and customised call reports), and Zen Desk for any call centre requirements in your business.
• Collaboration Tools
• Linking Flow directly into Microsoft Teams allows your staff to have a single pane of glass for all your communications, instant messaging, screen sharing, team calls, and inbound/outbound calls to your business, all presented in Microsoft Teams.
• Customisation Options
• Flow comes in several different packages customised for the needs of your business, including:-
  • Basic Licence - 30-day contract, includes voice inbound/outbound calls, Voicemail, Huntgroups and 500 free national minutes per month and 500 mobile minutes per month included in the cost
  • UC Licence - 30-day contract, includes everything in the Basic Licence as well as the ability to make and receive calls on your computer, Microsoft Teams integration, chat rooms, video conferencing, 2,000 free national minutes per month and 2,000 mobile phone minutes per month
  • CC Pro Licence - 30-day contract, call back in queue functionality, Live dashboards, Pickup calls to DDI's, auto-logout and unified statistics
  • Operator Licence—This is our receptionist module, which gives receptionist staff extra functionality. It allows them to route calls from their keyboard with customisable shortcuts, send SMS messages, and divert calls to mobile features.
  • Call Recording - a separate add-on for those businesses that require call recording of all inbound and outbound calls.

Security and Compliance

• Data Protection
  • Toll fraud is a telecommunications fraud where unauthorised individuals gain access to a company’s phone system to make long-distance calls, often to premium international numbers. This can result in substantial financial losses for businesses, as the fraudulent calls accumulate high call charges.Leap IT addresses this problem by implementing daily cost limits on SIP (Session Initiation Protocol) lines. Here's how this helps:-
    1. Daily Cost Limits: By setting a maximum daily expenditure on SIP lines, Leap IT ensures that the financial impact is capped even if fraudsters gain access. This prevents runaway costs from accumulating over a single day.
    2. Real-Time Monitoring: Leap IT continuously monitors call activity and costs in real time. If the daily limit is approached, alerts are triggered, and further calls can be automatically blocked to prevent exceeding the limit.
    3. Usage Analytics: Detailed analytics help identify unusual patterns or spikes in call activity, allowing for quick detection and response to potential fraud attempts.
    4. Proactive Measures: In addition to cost limits, Leap IT employs other security measures, such as call rate limiting, concurrent call restrictions, and secure authentication, to further protect against toll fraud.

    These strategies help mitigate the risk of toll fraud, protecting businesses from unexpected and excessive charges.

• Compliance with Regulations
  • All personal data, including recorded calls, are managed according to GDPR legal requirements. Flow also comes with built-in tools to review access levels and access the system, allowing you to see who did what at any time.
  • All web and voice traffic calls over the Internet are encrypted using modern recognised industry standards, including the latest TLS 1.2+.

Cost and ROI

• Pricing Structure
  • Pricing is very much dependent on each user's or business's individual requirements. For example, the basic Flow licence starts from £3.99 per user per month on a hassle-free rolling 30-day contract.
  • More advanced features included in the UC Licence start from £7.99 per user per month on a hassle-free rolling 30-day contract
  • Call recording can be added for just £3.00 per month and the Operator Licence, especially for receptionists handling hundreds of calls a day, starts from £22.00 per month
• Return on Investment
  • Flow is the new market leader in VoIP systems, and with a client base of 60,000 businesses, it is also one of the most, if not the most, cost-effective VoIP systems for your business.
  • With inclusive minutes on all Flow licenses, call charges to UK numbers and mobile phones are a thing of the past. International calls are chargeable, and we are more than happy to share the cost on a county-by-county basis if you would like to see this.

Real-World Applications and Case Studies

Success Stories

Dogman is a chain of Pet Stores that was established in 1965. It has over 250 employees and offices in Denmark, Sweden, Norway, and Spain. Dogman consolidated the fragmented phone system across its offices into one Flow VoIP System throughout the business. All existing numbers were ported to the Flow platform, and a business-wide phone system was configured across several countries. Dogman cited Flow's incredibly easy Administration Portal as one of the main benefits to moving to Flow. A lot of day-to-day administration of the phone system is now handled by internal staff at Dogman.

Headon's Hair Salon has 6 hairdressing salons, over 40 employees, and recently moved to the Flow VoIP system. With the Flow system hosted in the cloud, calls are centrally handled regardless of which Salon the customer is calling. This allows calls to be processed quickly and ensures every caller has the same experience. Hold music and "on-hold" messages can be customised for each Salon and also changed very quickly to reflect special offers or extra services the business can now offer.

Industry-Specific Use Cases

Flow has been designed to be a perfect solution for small businesses, mid-market, and enterprise customers. It also spans every industry sector, from Healthcare to Manufacturing and Retail. With custom features designed for every sector, including confidential call recording for legal and medical industries and integration with patient management platforms and case management software. Flow really is the all-inclusive VoIP system, whatever industry you are in.

Choosing the Right Flow Phone System

Factors to Consider

Choosing the right VoIP (Voice over Internet Protocol) phone system is crucial for any small business. Here are some key factors to consider:

1. Business Needs and Size

• Number of Users: Determine how many employees will use the system. Some VoIP providers offer plans tailored to small teams, while others cater to larger organizations.
• Call Volume: Assess your expected call volume to ensure the system can handle your business’s needs without compromising call quality.

2. Features and Functionality

• Essential Features: Look for features like call forwarding, voicemail, auto-attendant, and conference calling.
• Scalability: Make sure you choose a system that grows with your business. This can include such items like new users, removing users and re-assigning licenses to save money.

3. Cost

• Initial Setup Costs: Consider the hardware cost, such as IP phones and network upgrades.
• Monthly Fees: Compare the subscription costs of different providers.

4. Reliability and Quality

• Call Quality: Ensure the provider offers high-quality voice calls. Look for reviews and ratings from other small businesses.
• Uptime: Check the provider’s uptime guarantee to ensure your phone system is available when needed.

5. Customer Support

• Availability: Choose a provider with reliable customer support during business hours.
• Support Channels: Look for multiple support channels, such as phone, email, and live chat.

6. Security

• Data Encryption: Ensure the provider uses encryption to protect your calls and data.
• Compliance: Verify that the provider complies with relevant regulations and standards, such as GDPR for businesses in the EU.

7. Integration with Existing Systems

• Software Integration: Does the new VoIP System link into your CRM and ERP systems that you use in your business.Hardware Compatibility: Ensure the system is compatible with your current hardware or if new equipment is required.

8. Flexibility and Mobility

• Remote Access: Choose a system that allows employees to make and receive calls from anywhere, using any device.
• Mobile Apps: Look for providers that offer mobile apps for on-the-go access.

By carefully evaluating these factors, a small business can select a VoIP phone system that enhances communication, improves efficiency, and supports growth.

Vendor Evaluation

When choosing a new supplier for any service in your business, it is essential to consider several factors as mentioned below:-

• Reviews and Testimonials - what success stories do they have on their website
• Demonstrations - Get a full demonstration from the new supplier to see how well they understand their VoIP systems and how well they handle any questions you have
• Opening Hours - When are they open as faults can occur within a VoIP Phone system at any point, how do you contact them outside of their normal opening hours?
• Size is important! How many staff members work at the Company you are considering purchasing your VoIP phone system from? How long has it been established? These are important items to review as they will give an idea of how much experience they have.

Getting Started with Flow Phone Systems

Implementation Guide

• Designing and installing your Flow VoIP systems couldn't be any easier. A full administration screen allows you to configure all the settings to get your new Flow phone system up and running.
• Users are setup via the admin console and you can even create "User Templates" where certain default settings are setup for all users, saves entering them each time you create a new user. User templates are accessed from the admin portal and then users navigate to Templates
  • 
• General User administration is configured in the Users section of the admin console, and this is where basic administration can be done, such as resetting users' passwords, emailing new users with instructions on how to connect to the phone system and removing users

• New users receive a new user activation email similar to the one below to help them configure their desktop client or mobile devices
  • 
• Support and Resources
  • One of the main advantages of a Flow VoIP phone system is its simplicity of ongoing management. If your business has a certain level of technical skills, adding the management of VoIP systems to existing personnel shouldn't be too much of a problem.
  • If, however, you are like many of our existing clients who outsource the entire IT function to Leap IT, we will manage and configure your Flow VoIP systems. Our Helpdesk is open 8:30 a.m. to 5:30 p.m., Monday through Friday. What's more, any client that takes on our phone systems gets a complete support package included as standard. This includes adding and removing users, reassigning licences, and making ongoing changes to the phone system to match your needs.

Conclusion

• Summary
  • Flow VoIP system offers several advantages that make it an excellent choice for modern businesses:
    1. Unified Communication: Flow integrates voice, chat, video conferencing, and PBX services into a single platform.Flexibility and Scalability: The system is highly adaptable, allowing businesses to scale their telephony needs up or down as required. Licenses can be moved between employees, providing greater cost control and flexibility.
    2. Superior Connectivity: Flow uses leading carriers in every market, ensuring reliable and high-quality connections.
    3. Integration with Other Systems: Flow can be integrated with various platforms such as Microsoft Teams, CRMs, and other business tools. This seamless integration helps streamline workflows and improve productivity.
    4. Cost-Effective: VoIP technology allows businesses to significantly reduce their telephony costs. The system also offers better scalability and mobility, making it a cost-effective solution for growing companies.
    5. Enhanced Mobility: With features like international roaming and twin SIM support, employees can stay connected and productive, whether they are in the office or on the go.
    6. Advanced Features: Flow includes advanced features like call recording, performance statistics, and caller identity verification, which are essential for modern business operations.

    Overall, Flow provides a comprehensive, flexible, and cost-effective communication solution that meets the diverse needs of modern businesses.

• Call-to-Action
  • Why not see how the highly cost-effective Flow VoIP services can streamline your business and reduce costs, all provided on a 30-day rolling contract with no tie-in or long contract terms?
  • Reach out for a demonstration on Flow VoIP services by calling Leap IT on 0121 296 5545 or book a teams call using the link belowBook A Microsoft Teams Call with Leap IT