Examine how software telephony fits your business model

If your needs are merely to dial phone numbers stored in a computerized address list, look for PC telephone software integrated into address software. Microsoft Windows allows you to dial a phone connected with a phone jack through the address book in the computer. A sophisticated computer telephony integration system or CTI computers fully replicate the functions of a PBX phone system, which includes call routing, conferencing and voice and video recording. Often a computer telephony solution tracks whom you called and the duration to create an activity log.

I recommend: Use a company like Talk Switch, which provides complete phone systems and small business VoIP. For more information on security risks when using VoIP, read IDG News Service’s article, "Companies struggle with VoIP security."

Consider the need to train employees on computer telephony interface

Training can be conducted many ways. There may be online courses, CD-based courses, in-house training or you may need to send your employees to classroom training.

I recommend: Stanford University offers a vast number of courses online, including "Introducing Voice Over IP." CNET offers an extensive online discussion VoIP called "Setting Up VOIP."

Automate dialing and protect yourself with a power dialer

Compare the different types of power dialers, or autodialer technology, which includes related technology power dialers, predictive dialers and automated attendants to find which type best suits your needs. Use automation to comply with federal and state laws about telemarketing, such as time and day restrictions and disallowed phone numbers.

I recommend: Review companies like DataTel, which offers predictive dialers to speed up productivity. Read the Frequently Asked Questions at AutoDialerPlus.com; it's a compact distillation of autodialer technology.