Create a better customer experience with the right business phone

Both private and business consumers have become more careful about where and how they spend their money.

And honestly — who can blame them when a single red bell pepper costs about as much as a full day at an amusement park?

This shift has made customer experience and satisfaction more important than ever.

Put simply, customers expect phenomenal service — on their own terms.

That puts high demands on companies to meet those expectations. And as we already know, different generations have different communication preferences.

80% of customers say the experience a company provides is as important as its products.
91% are likely to return after a positive customer experience.
According to Deloitte, companies that prioritize customer experience are 60% more profitable.

In a world where we (yes, including myself) talk more and more about chat, video meetings, and multi-channel interactions, it’s easy to forget the foundation — the good old phone call.

Salesforce found that 61% of customers still prefer to talk to someone over the phone when they need help.

On top of that, 75% said that calling was the fastest way to reach a company.

In this post, I’ll go through how you can manage your business telephony to meet your customers’ expectations and create better experiences.

Tools for creating memorable customer experiences

To deliver a great customer experience, you need the right tools or systems in place. When it comes to customer service and telephony, most companies choose between:

UCaaS (Unified Communications as a Service)
Contact Center

Simply put, a Contact Center is optimized for external communication and best suited for larger organizations with high inbound volumes across multiple channels — phone, chat, email, and social media.

A UCaaS platform, on the other hand, focuses on both internal and external communication, combining internal chat, video meetings, and a cloud-based business phone system.

Our solution

When we’ve spoken to customers evaluating business telephony, many have also considered Contact Centers.

They like the advanced features, but often don’t need all of them.

So we thought — why not develop something in between? A “Contact Center Light” built into lynes.

To be clear, lynes is a UCaaS platform.

Our goal is to blur the line between UCaaS and Contact Center — without sacrificing functionality.

That doesn’t mean Contact Centers are bad. They serve their purpose — but for many small and medium-sized businesses, it’s like wearing a suit that’s three sizes too big. Not to mention the price difference.

That’s why we launched “Next Gen Answer Groups”, designed to bring more Contact Center–level functionality to a much more affordable UCaaS solution.

Features in “Next Gen” for effective business telephony

To deliver great customer experiences, you need happy, empowered employees with the right tools.

With lynes business telephony, you get access to a wide range of powerful features — some traditionally only found in Contact Centers.

Core features in lynes:

IVR (Interactive Voice Response): A call menu that helps callers reach the right department (e.g., “Press 1 for Support”).
Answer Groups: Agents manage queues and handle calls. With lynes Unlimited, you can have unlimited groups and agents.
Agent Groups: Create “layers” such as first line and second line support. Calls never leave the group but can be escalated automatically if thresholds are reached.
Analytics & Reporting: Measure agent performance, track KPIs, and plan staffing based on real peak-hour data.
Call Recording: Ensure service quality and train new team members.
Integrations: Connect lynes to tools like HubSpot so caller data, names, and companies appear automatically — and calls are logged directly to the CRM. No contact in the CRM? Our lookup service searches all registered numbers in Sweden.
Self-service: Manage everything directly from mobile or desktop — open hours, license management, and more.

Advanced functionality in lynes

Flowchart: A visual dashboard showing the performance of one or multiple answer groups — see agent status, availability, and processing time at a glance.
Follow-ups via Flowchart: Assign missed calls for follow-up directly to an agent, add comments, and ensure no customer is forgotten.
Call sharing: Share calls with or without recordings in private chats or channels for collaboration and review.
Wrap-up Time: Give agents space to finish tasks before the next call — creating focus and reducing dropped issues.
AI features: Use Text-to-Speech to generate new audio prompts or let AI transcribe voice messages and send them as notifications.

Choosing your next business telephony solution

If you’re evaluating your next business phone system, it’s time to pick one that not only connects your calls — but also elevates your customer experience.

Book a demo today and see how easy it is to boost customer satisfaction with the right technology.

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