Internal Telephone System

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Internal Telephone Systems to Improve Communication

Telephone systems are a must in today’s market, where customer service and communication are a crucial part of daily operations. Internal telephone systems enable businesses to be easily accessed, customers to be adequately forwarded to the right employee, and many other functions which make correspondence way easier than it was before.

However, in bigger companies with many office locations, communication between employees is equally important such as that with customers. Exchanging and coordinating information between departments is fundamental in order to make the workload time-effective. For this purpose, many companies have implemented telephone systems for their office.

An internal phone line has most of the features of outside lines, making call monitoring and cross communication not only simpler but also cheaper. Internal connection between lines is a function of PBX (Private Branch Exchange) systems, using phone extensions to enable in-office calls.

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Information about Internal Telephone Systems

How Do Internal Telephone Systems Work?

In broad terms, an internal telephone system is an additional phone line, connected to a PBX system. The PBX system is hardware-operated by a switching device, which is entirely programmable to fit the business’ needs.

A number of internal telephone lines can be added to the PBX, which enables employees to call colleagues the office by using a phone extension. What they need to do is type an additional number so the PBX would recognize that this is an internal call.

Outside of the office calls are transferred and connected to the Public Switched Telephone Network (PSTN), by typing a specific number in order to place the call and send a signal to the PBX that this is an outside call.


Example: Imagine a company which operates in London, Manchester and Leeds. With setting up an internal phone system, it has assigned a different extension number for all the locations. If an employee from London wants to contact their colleagues in Leeds they can dial 123, for Manchester 124, and 125 for an internal call in the London office. By typing these numbers before placing a call, the system understands where the call is directed to and establishes contact with the specific location.

What Are the Benefits of an Internal Phone System?

One of the most significant advantages of the internal telephone system is the high efficiency that it provides. It is a great way to establish a more coordinated communication system for your business at a low cost.

  • Better communication between employees and offices 

Various departments and project coordinators often need to be in touch many times throughout the working day and even with the advanced communication technology, direct communication is way more effective and time-saving than exchanging emails for example.

Internal telephone systems make it easier for employees to work together on customer enquiries and get a quick solution to a work related problem, without causing any unnecessary costs for the company.

  • Cost efficiency

Using internal linking and phone extensions saves your business the cost of using the Public Switched Telephone Network. If employees were to communicate by outside lines, like they do with customers, companies would be paying close to double on their current phone expenses.

Implementing an internal telephone system is not very costly, but in the long-run, it can end up saving a good deal of money for the company.

  • Flexibility and additional features

Internal telephone systems allow easy addition of phone lines for expanding businesses and various extra features for easy access or managerial monitoring. Conference calling, voicemail, call recording and forwarding are also applicable internally and able to access from different locations, rather than one centralised unit.

Internal telephone systems can also have extensions to reach other facilities such as fax machines and portable computers.

  • Better customer communication and accessibility

If a business has 10 phone lines, both for their customers and employees, there is a high chance that many customers won’t be able to reach employees right away or there will be a long waiting time for them to get in touch.

Since communication between employees is often very frequent, this leaves less free lines for customers. This can be avoided with an internal phone system, which leaves all the outside lines of the business solely for customer calls.

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Which Businesses Can Benefit from an Internal Telephone System?

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As internal telephone systems can be useful for everyone, they are a big asset for medium enterprises or businesses with many office locations. Companies, whose main operation is through customer communication, such as consulting services can benefit from internal telephone systems as well.

Before making the decision to implement an internal phone system, companies should take into consideration their size, expansion objectives and communication needs.

If the company operates through a small centralized office, internal phone systems might not be necessary for efficient functioning of processes. However, if the specific business is located in different cities or counties, has a high customer enquiry flow and is looking for further penetration to other places, this system can be of huge benefit for them.

How Can an Internal Telephone System Change Business Operations?

Shifting from a public phone line to an internal telephone system may cause some changes. But fortunately, internal telephone systems are not highly complex and do not require worker training or learning courses. All they need to learn is the various extension numbers so they would know how to get in touch with departments and divisions.

Moreover, an internal telephone system is not hard to implement since it is an attachment to a PBX system and doesn’t require high and frequent maintenance. It is highly adaptable to any business’ needs since it allows many functions and can easily be broadened with business growth.

Many companies are already convinced that internal telephone systems are an asset to their business, given that it reduces cost and adds value to business processes and customer communication.

Since customer satisfaction is a key objective for most modern companies, the flow of information both outside and inside the company is extremely important for successful coordination between activities, leading to greater process efficiency

If you want to purchase an internal telephone system, please fill in the form. Market Inspector provides a free service, by putting you in contact with our suppliers. According to your needs, they will help you find the most fitting internal telephone system for your company.