How do you measure ROI in your business phone system?

Can you really put a price on customer satisfaction?

I mean — it’s priceless, right? Thought so.

Today, more than ever, customer satisfaction is one of the most important metrics for companies everywhere.

Yet many still lack the right conditions to create truly great customer experiences.

Why is that?

Let’s take a closer look — and see how you can measure the ROI of your business telephony.

High license costs

For a long time, the initial investment has been high — putting ROI (Return on Investment) out of reach for smaller companies.

We all know that company size doesn’t determine customer satisfaction, but smaller organizations often struggle to invest in the technology needed to deliver great service.

Two of the most common systems for handling calls are:

Contact Center
UCaaS (Unified Communication as a Service)

And yes — advanced tools tend to come with advanced price tags.

Or do they?

How do you calculate ROI for a Contact Center or UCaaS solution?

To measure ROI, you need to look at both quantitative and qualitative factors.

Don’t worry — it’s more interesting than it sounds.

Quantitative factors

These are the measurable numbers and data-driven insights. For example:

Cost efficiency:
Calculate the total cost of implementation and maintenance (hardware, software, training, and support). Compare that against savings from improved efficiency or increased sales.
Productivity:
Measure how each solution impacts productivity — such as the number of customer cases handled per hour, response time, or time saved through more efficient communication.
Service quality:
Some aspects can be quantified, such as customer satisfaction scores, average resolution time, or call abandonment rates.

Starting with cost efficiency gives you a basic ROI picture — but things get really interesting when you look at productivity and service quality.

A key question: Has the new solution helped reduce response time on incoming calls?

Qualitative factors

These are more subjective — but equally important for evaluating ROI.

User experience:
How happy are employees with the system? Is it easy to use? Has it improved workflows or internal communication?
Customer experience:
Has the customer journey improved as a result? Has the solution strengthened relationships?
Flexibility and scalability:
Can the solution grow with your needs? Can it be adapted for different teams and use cases?

If your employees don’t like the system, chances are they won’t use it to its full potential — a classic case of floppy ROI.

There are even examples of candidates turning down jobs because a company uses the “wrong” systems.

The cost of “the right technology”

Historically, UCaaS solutions lacked certain advanced features found in Contact Centers.

But not anymore.

With lynes, advanced telephony functionality is now fully integrated — meaning you get a much higher ROI thanks to lower license costs compared to traditional Contact Center solutions.

The benefits of lynes

One app for everything:
lynes combines multiple tools in one place — phone, video, chat, and more. This reduces the need for additional software and boosts productivity by keeping users in a single workflow.
Low learning curve:
Compared to a Contact Center, lynes is quick to adopt. The onboarding process is smooth, and support is always available through our Help Center.
Accessible anywhere:
At the office, at home, or on the go — lynes works wherever you are, on any device.
Adaptable for different departments:
Whether it’s a support team with high call volume or a marketing team managing multiple projects, lynes can be tailored with analytics, call recording, and chat features to fit their needs.
Scalable and license-based:
Pay only for what you use. lynes is built to scale with your business, letting you easily add or remove users and services as needed.
Fast-paced development:
With lynes, your organization always has access to the latest features. We continuously develop the platform to keep you ahead of the curve.