Communication is a necessity for any company, and the caliber of communication that happens inside (and outside) your business is a key factor that differentiates you from your competitors. You must have strong communicators in key roles and ensure that your technology is well suited to your business needs to boost your collaborations and build strong rapport with clients and customers by delivering a memorable, positive experience every time an interaction takes place.

Unsurprisingly, this makes our business phone system one of your most vital business assets, and one that you rely upon for success in every department, at every level in your business. If your business relies on a call center to service your customers, then your phone system and its capabilities become even more important.

With many options available on the market, how do you choose the best phone system for your business and ensure it’s equipped with all the tools you need for a dynamic, successful call center?

This article will explore the features your phone system must have to support your call center and highlight the phone systems that are most frequently embraced in call centers.

Checklist: Phone System Must-Haves to Support a Call Center

All the phone systems that companies rely on most to power their call centers have some things in common. Here’s a closer look at some of the key tools that your phone system must offer as part of the robust suite of features needed to run a successful call center.

  • Intuitive Dashboards and Interface
  • Call Routing and Forwarding
  • IVR
  • Call Recording, Monitoring, and Training/Coaching Tools
  • Auto-Dialing
  • Video Conferencing
  • Multi-Channel Communications
  • Business Software Integration Capabilities
  • Real-Time Analytics and Reporting

Call Center Phone System Favorites


Ring Central is a great option for a medium to large (and growing) business to experience professional quality VoIP and UC services for an extremely affordable monthly price. RingCentral’s UC features and tools help elevate and streamline your business communications and improve your internal and external collaboration with a wide suite of tools.

RingCentral is especially advantageous for companies who are growing a team of remote customer service or sales agents and need mobility, powerful tools, and efficiency in their call centers. RingCentral offers mobile apps as well, so your teams can access your phone system features no matter where they’re located or where your business takes you as you grow.


Mitel is a phone system provider that is focused on the tools and features you need to take your large company mobile, and they’re making some big moves in the industry themselves having recently acquired Shoretel. They offer VoIP, PBX, and blended UC communication systems, which gives you options for setting up the needed phone systems you need to support your business communications, which include robust tools for call center success.

Mitel offers strong analytics and coaching tools and metrics that you can use to not only monitor the performance of your agents working in your call center, but also improve the quality of customer interactions with ongoing training and coaching.


Jive offers VoIP and UC services, and is one of the leading hosted UC phone systems on the market. Their services and features are robust, up to date, and maintained by industry experts to ensure you always have the best phone system technology and security that you need to keep your call center functioning smoothly.

Jive is a great option for medium-sized companies to make the most of their communication budget with an affordable, but powerful tools that are robust enough to support a call center.

About Wheelhouse

Like what you just read? At Wheelhouse, we are passionate about all things software, and our specialty is connecting software buyers to an enterprise solution that perfectly matches their needs.

Please visit our Business Phone Systems page for a complete list of all the solutions we have on offer. Need more help? Drop us an e-mail at and we’ll be happy to assist you!

Get In Touch
wheelhouse logo
Advertise With Us