For example, the caller could be prompted to enter an employee’s extension, and the call will be automatically routed to the appropriate phone number. Phone numbers can be reassigned on the fly to accommodate changes in location via a robust web interface, and extensions can be added as needed with changes taking effect almost instantly.

Extensions can also be set up to provide callers with company information, to take after-hours orders and even to track response from advertising and marketing campaigns.

Other “big business” virtual PBX features include custom on-hold messages; dial by name directory; music on-hold; outbound call blast; question and answer mailbox extension; telephone/pager/SMS notification; virtual calling card; virtual fax; and voice broadcast.

Collaboration Tools
In addition to the right telecommunications system, online collaboration tools also play a significant role in the success of a virtual company. These software tools function as real-time virtual workspaces, providing a central online location for project task management, documents, shared calendars, discussions and other functions that can be accessed by employees via a secure Intranet.

Online collaboration tools range from the relatively simple and inexpensive – private wikis, blogs, listservs and instant messaging – to the more elaborate and sophisticated groupware applications such as Microsoft Live Meeting, which facilitates fully interactive meetings where employees can review, annotate and discuss documents, share applications and collaborate via an electronic whiteboard, and Novell’s GroupWise, which provides integrated email, instant messaging and scheduling, as well as task, contact and document management.

Among all the online collaboration tools, wikis are emerging as an intriguing and highly affordable option for small businesses operating in a virtual environment. In a nutshell, wikis are low-cost, searchable, archivable sites that allow employees to collaborate in real-time on a web page. In fact, Gartner Group predicts that wikis will be the primary collaboration tool in 50 percent of companies by 2009.

The Human Touch
While virtual communications systems and online collaboration tools can keep employees connected in real-time, they can’t completely replace the “human factor” that makes any company – including virtual ones – tick.

Virtual companies face several unique challenges when it comes to employees, the first of which is hiring the right person. Not everyone is well-suited for remote work; the most successful “virtual” employees will be self-motivated, self-directed, comfortable with technology and able to thrive and perform without the reinforcement and support they would receive in a traditional office environment.

However, even the most independent employee needs the opportunity to interact with co-workers and management so they can establish the rapport that’s critical not only for team-building, but also to the company’s overall success. As such, it’s important to establish regular opportunities for remote employees to gather in person, such as social events, on-site meetings, retreats, etc.

While such activities may appear to run counter to the virtual office concept, they are actually critical to the success of virtual organizations. By fostering a sense of camaraderie and commitment among employees, the business will ultimately benefit from increased productivity, enhanced collaboration, reduced turnover and better performance.

Virtual offices are growing in popularity, and for small businesses in particular they offer a wide range of financial and organizational benefits. However, to succeed, businesses must put communication and collaboration – and the technology that makes them possible – at the top of the priority list.

Thanks to advances in technology, including the emergence of affordable, feature-rich hosted telecommunications services and online collaboration software tools, small companies can reap the benefits of the virtual office environment and still convey a “big business” presence on their small business budget.

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