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What Small Businesses Want from Their Cloud Communications System

One effect of the pandemic has been a quantum increase in remote working and working from home. IT strategies have morphed from strategic to survival as they change to cope with the new business imperatives.

In remote working the need to communicate increases, and it is even more important in helping to maintain team morale and manage projects with a geographically dispersed workforce.   

Collaborative applications like SharePoint, Zoom, NetMeeting, and Skype have become the norm in business. Cloud storage as a means of document sharing and project communications is now essential. A Cloud Phone, a phone that uses Voice over IP (“VoIP”) over the Internet is becoming indispensable for productivity, privacy and general communications.

More than ever, business communications are vital to a business’s success. Customers and suppliers need to get in touch. The company needs to maintain an Internet presence to market its goods and services and support an e-commerce facility. Geographically dispersed businesses need business communications to link home office, manufacturing sites and depots at home and abroad

New company business, communications and IT strategies need to reflect the new realities.   Many companies are looking to implement an Integrated Communications Strategy that defines a common look-and-feel throughout the business.

The first step is for a business to set out what it wants from communications. The strategy will be a mix of policies and procedures defining how the look-and-feel is developed and maintained and the technical elements needed for delivery.  At its heart is a VoIP telephone system. A VoIP telephone system is a lot more than “just a phone”.  The move to Cloud-Base communications is accelerating.

A system supporting VoIP brings with it a host of new features and functions. It provides simple telephony obviously, supplemented by programmed and on-the-fly group voice and video calling. VoIP supports apps like Skype to allow one-on-one and group video calling, file transfer and desktop sharing. Coupled with a full-blown video-conferencing system, it provides a powerful environment for video calling, information sharing and transfers worldwide.

Smart devices can support software that turns the device into a Cloud Phone, connecting the user to the corporate communications system anywhere, anytime.

Benefits of a Cloud Communications Strategy

There are several benefits that a customer can expect from a Cloud-Based Communications system. The main tangible benefit is the financial benefits that accrue from the supply of cost-effective services. Significant intangible benefits accrue for presenting an identifiable, common face to customers.

Tangible Benefits

Tangible Benefits

The Internet is the carrier for Cloud Communications, and connections are free, over and above the costs of providing Internet access to the MSP supporting the Cloud environment. Using the corporate network and the internet to carry voice and video data immediately reduces the line charges associated with dial-up networking. Other cost benefits can accrue with reductions in travel and subsistence costs since meetings can now be held over a video connection rather than in person.

Another tangible benefit is a commonality of communications throughout a multi-site organisation.

The downside is that a third party provides the connection. That means it is sometimes not available and is variable in quality. Unless a local backup is built into the system, lose the Internet connection, and all comms, local and remote is lost.

VoIP is the prime vehicle for delivering the cost benefits.  Implementing a SIP interface

Intangible Benefits

Intagible Benefits

Every business needs a unique selling proposition, a hook that differentiates them from their competitors and persuades potential consumers to buy from them.

It is particularly true in the new digital age. Organisations that present an integrated and cohesive image on all aspects of their communications have a better public profile and are viewed more positively by existing and actual customers.

An ICS, combining the tangible and intangible elements will bring cost benefits.

VoIP also brings intangble benefits:

  • Implementation of SIP interfaces on the VoIP telephone system and a smart device allows a VoIP Phone extension to be transferred to a mobile device, which then becomes a Cloud Phone. The extension owner can make and receive calls anywhere their mobile device can connect to the corporate network, and sometimes even to the internet using a VPN. This means no place to hide anymore.
  • Increased effectiveness of communications, particularly in multi-cultural and multi-language environments. Misunderstandings and miscommunications are fewer and less severe if you can see the other person in the call.
  • Business Image. Being able to route incoming calls from anywhere to the Cloud System, makes it possible to establish virtual support offices. When a customer calls the support office, the call is automatically routed over the Cloud to the real support office, making the company seem to have a local presence.

The Cloud

Cloud Data Centre

The essence of a cloud is a remote data centre, shared or private, accessed over the Internet. The data centre can be in a single location or distributed over multiple locations. It can be managed by a Managed Service Provider (“MSP”), the organisation itself, or jointly.  The rationale is that Cloud Solutions are more flexible, offer faster development and innovation times, all with economies of scale.

Cloud-Based Communications

Cloud VoIP

Simply put, cloud communications is where all communications applications and infrastructure are hosted outside the organisation by a third party, reached over the public internet.  Cloud communication is becoming increasingly popular, particularly in SMME organisations with less than 10 employees because of their low monthly cost per user. Traditional on-site hardware can be considerably more expensive.

Integrated Communications Strategy

Strategy

An Integrated Communications Strategy {“ICS”) is a mechanism for maintaining consistency in all aspects of internal and external communications, especially language, messaging and visual communications. The prime delivery components will include VoIP and Instant Messaging.
What companies expect from a Cloud Communications system, is a positive contribution to cost management, easy management of a uniform image presented to the world at large and inetrnal productivity improvements.

5 Best Practices for Call Monitoring

Love them or loath them, call centres are a fact of life nowadays.   Looking at them from a business standpoint, they are an essential component of a cost-effective and efficient customer service environment.  VoIP for Business makes implementation a practical proposition, even for the smallest business.

However, the quality of service delivered to the customer can make or break a relationship. A high-level customer experience is the goal.  When, for example,  they hear “You are number 47 in the queue”, they will hang up and not call back.   The tone and style of the interaction with the agent are vital.

That is where planning the interaction and why inbound and outbound call monitoring is essential.   It usually takes the form of a call centre quality monitoring programme.  Knowing service levels and their quality is not just metrics.

Effective CRM using VoIP for Business is the balancing of agent efficiency and service quality. 

First of all, what is call monitoring? It’s the listening in on agent and customer interactions and the recording of them for later analysis.  “Your call may be recorded for quality purposes”.

The upsides of call monitoring are both qualitative and quantitative.  Measurement of response rates and customer attitudes tells you if waiting times are acceptable.  This assists with resource planning.  Customer attitudes also tell you if assistance is effective and if an agents performance is acceptable.

On the downside, agents and customers might feel that call monitoring violates their privacy, indicating a lack of trust in the case of employees.  If they feel it is too intrusive, it could affect employee retention.  It can affect morale and productivity.   Finally, under-resourced call centres leading to long wait times will definitely have lower customer satisfaction levels.

Here are five Best Practices for Call Monitoring in a VoIP for Business environment.

Agent Training

Agent Training

In a customer-facing environment, agents at the coal-face must have a high-quality interaction with customers.  That comes from an understanding of the company’s products and services and how to correct common problems.   A good understanding of the psychology of how to deal with possibly difficult customers is essential. 

This means that training is needed in both aspects, and not just as induction training.  Reinforcement training will be needed at regular intervals.  Defined policies and procedures are essential.

Part of the training will be to give the agent an understanding of why call monitoring is a vital part of an overall service management programme. 

Task Team

Task Team

A common misconception is that call monitoring is the sole responsibility of the call centre manager.  The manager will be focussing on other responsibilities such as customer retention strategies and probably can’t devote enough time to the monitoring of individual agents.

That is where a task force can help.  A task force is a group of senior agents who will act on behalf of the manager, designing and implementing processes and monitoring service levels.  They are the group that will deliver the reinforcement training sessions.  Call monitoring will be an essential part of evaluating the success, or otherwise, of the customer experience.

Effective Scripting

Effective Scripting

We are often aware that an agent works to a pre-determined script, particularly in a sales environment.  They usually set the tone for a customer’s interaction with the organisation, setting a standard for service delivery. Scripts need to have a clear introduction, setting out the purpose of the interaction and defining the tone.  They should create a connection with the customer and establish a rapport.   Closing the call with courtesy is also important.

Call monitoring is needed to ensure that agents are sticking to the script, and if they deviate have a good reason for doing so.

Self Assessment

Self Assessment

Allowing agents to review their previous interactions with customers has significant benefits.  It demonstrates trust, and they can see where they may need to advance, for example, their communications skills.  Their soft skills and confidence will improve.

Research shows that organisations that invest in education and professional development do better.

Call Monitoring Software

Call Monitoring Software

Call monitoring is labour intensive, and in large organisations that means that only a small number of interactions can be monitored.  That isn’t a large enough sample to give a true reflection of agent performance.

Call monitoring software has improved greatly in recent years.  The use of AI, fuzzy logic, and machine learning has expanded the capabilities of call monitoring. 

A software application that will help greatly is speech analytics.  It will analyse all incoming and outgoing calls involving an agent.  At an individual level, it will identify patterns where an agent has difficulties with providing a high level of service.  At a macro-level, it will identify where customers have common or similar issues.   Overall, it will allow much more effective management and refinement of operational practices.

Is VoIP good for Small Business?

VoIP for Business has become commonplace in the business and personal marketplace.  Most businesses use it, bringing them many benefits.  The increases in Increased remote working and working from home following the restrictions imposed by the pandemic has meant many more small businesses using VoIP for Business.

Originally VoIP meant a level of expense that put out of the reach of the smaller business, but shelf-units and PC-based virtual PBX software have brought VoIP for Business well with the reach of even the smallest business and SoHo users.   The increasing availability of Internet access, especially the roll-out of fibre to the home, is also providing benefits to digital telephony. That has, in turn, driving a need for VoIP in smaller businesses.

Before VoIP, whenever an employee left the building they were by and large uncontactable, with the possible exception of catching them at a client, at home in the evening or in their overnight accommodation. This meant communications between staff, the office, and each other were difficult at best.  All that has changed with the advent of affordable Business VoIP. Simply put, with Business VoIP and its inbuilt video-conferencing capability, individuals and teams need never be uncontactable, inside or outside the office. It is now possible to be truly mobile.

The Benefits of Voip to Small Businesses

Cost Benefits

Cost Benefits

Cost savings are probably the leading reason for adopting VoIP.  A leading cost-saver in being able to call individuals or multiple attendees using VoIP is a great cost-benefit.  Because the transport is now the Internet, rather than the PSTN,  toll charges can be pretty much avoided.   This is particularly beneficial in calls and conferences involving long-distance and international connections.

Improvements in the Mobility and Accessibility of Staff

Mobility Improvements

The ability of smart devices like tablets and smartphones to support VoIP calling over WiFi brings great benefits in accessibility and mobility.

Staff can make and receive voice and video calls and join the group and individual video conferences on their smart device anytime and anywhere.  Other VoIP features such as call forwarding and pick-up, voicemail placing and retrieval are available, though depending on the specific handset.

For remote workers, what is has changed is WiFi availability at both clients’ premises and in public spaces.  WiFi is common in business, and many public spaces provide free WiFi, either themselves or through their tenants.  Most hotels now have free WiFi for guests, and some municipalities provide it as a public free service.

Remote and mobile workers can now connect using a VPN to the Internet and the corporate network from anywhere that has WiFi coverage.

Remote and mobile workers can now be full members of the workforce.

Business Profile

Business Profile

Using VoIP can significantly improve the business profile of a small business.  Automatic call forwarding from a remote office to a central depot or call centre can give the impression that the business is local.  A business can give the impression of being a national or even international business. Other image enhancement techniques are to create departmental numbers, for example, calls to “Sales” are directed to a single extension.  This gives the impression that the organisation is larger than it is.   Using a SIP profile on a smart device that allows it to act as a network extension means that individuals are in touch with the phone network wherever they happen to be in the office or on-site, again enhancing the image of the organisation.

Improvements in Workplace Efficiency

Improvements in Workplace Efficiency

As an example of improved efficiency, staff no longer need to always organise formal meeting locations and facilities for video conferences.  All participants can participate from where they are.

Workplace efficiency and effectiveness can be greatly enhanced by having staff available anywhere and any time. This will bring significant improvements to the company’s business profile.

Looking at VoIP for small businesses, the business accrues significant benefits from adopting it throughout the organisation.  It reduces communications costs and improves communications among the staff. Finance is delighted with the reductions in comms costs. Management look at the improvements in intangibles like customer relations and teamwork and staff morale.

VoIP in Small Business is a no-brainer.

How Does Voip Work for Business?

In recent times, multimedia, voice and video conferencing have come together to create an entirely new form of communications.  A key element of this new wave is Voice over IP, (“VoIP”), a protocol for digital transmission of voice and video. 

Home and business VoIP telephony has grown to be a major segment in the VoIP market. It provides advantages in cost, mobility and increased functionality with a range of compatible devices.

Why should a business user consider moving to a VOIP for Business telephone system?   There are justifiable concerns, mostly over call quality, but also that that they will lose their phone service if they lose power, and that it is a difficult and costly technology to implement.

However, improvements in technology and the use of standby power go a long way to alleviating these concerns. Simply put, the advantages to businesses from adopting a VoIP for Business solution far outweigh any potential drawbacks.

Here are 10 major reasons why

  1. Call Cost

    Call Cost

    PTT charges are avoided by routing calls over the Internet rather than over the PTT network, thereby avoiding the call charges levied by the PTT. The cost of the call is absorbed in the overall cost of providing the Internet connection.  The cost saving can be significant if there are frequent long-distance and international calls.

  2. Cost Control

    Cost Control

    Some organisations have a cost-recovery model in place. Being able to use call logs to see who made a call, to whom, when, for how long and the actual cost allows users and departments to manage phone call budgets easily. It also assists in identifying miscreants who call unauthorised personal numbers.

  3. Mobility

    Mobility

    For the mobile user, the integration of VoIP with WiFi provides the individual with an amazingly low-cost communications platform. Software apps on smart devices simulating desktop handsets provide the user with the means to be always in touch wherever they are.

  4. This is accomplished with the implementation of SIP interfaces in the VoIP for Business configuration that allows a smart device to replace the desktop VoIP phone extension in a wireless-enabled environment.  A mobile smart device user has full access to the corporate VoIP phone system from anywhere that they are in range of the corporate WiFi network, both centrally and at remote offices. In addition, most VoIP providers provide a facility via a secure network for users to connect to the corporate phone system over the Internet.   This meets the Increasing need for remote access wherever they might be.

  5. Voice mail and fax mail

    Voice mail and fax mail

    Many VoIP service providers provide the facility to automatically forward voice mail and faxes to an email inbox.

  6. Productivity

    Productivity

    A digital VoIP system provides many new features and communications applications. As examples:

    • The mobility described above allows employees to become productive immediately they arrive at a remote office and connect to the corporate network. Without waiting to be allocated a phone, they can use their main office credentials, any handset or their smart device to join the VoIP for Business phone network, using their main office phone extension number.

    • Employees can see if a colleague is present and able to receive calls. No more repeated redialling, or leaving voice messages.

    • Help Desk consultants can operate the phone system using a softphone application on the desktop giving a point and click interface.

  7. Access to the full functionality of your VoIP for Business Phone System from anywhere if you are online.

  8. Hosted VoIP

    Hosted VoIP

    A hosted solution needs no on-site equipment. That means there will be less space used in a small office. If a larger is installing a VoIP for Business solution they may need equipment installed on their premises.

  9. Flexibility

    Flexibility

    It can be easy, though not always, to add features and functions. Often it can be done remotely and with no downtime.

  10. Security

    Security

    All users log onto the phone system with personal credentials from any connected device. In essence, security moves from the device to the individual.  No more sneaking into the manager’s office to make an unauthorised call.   International or long-distance calls can be placed by only those employees with an appropriate security level.

The ability to set up group and individual security profiles can be very cost-effective, particularly if used to enable call management and cost recovery. Users can be grouped by cost centre and reports drawn up showing the overall cost of calls from a cost centre, and if required, who called where, when and for how long.

One point to bear in mind is that not all devices can be connected to a VoIP system. Older devices like some modems and fax machines don’t have a digital capability, while others might need software updates. Be especially careful of alarm systems that potentially could become inoperable if connected to a VoIP system.

10 Tips for a Smoother Online Conference Call Meeting

The ability of VoIP for Business to host Conference calling and remote meetings is now an essential part of an organisation’s business tools. Unfortunately, there have been many reports of failures and poor performance using ZOOM and other collaboration tools.

While some poor conference calls may have been because of VoIP for Business technology failings, most are because participants are not familiar with the etiquette of conference calling and how to make them effective. Basically, using the same approach as for face-to-face meetings will provide quality meetings. Here are ten suggestions:

Just because it’s an online meeting, doesn’t mean that it can be less organized than a face-to-face one.

  1. Send out calendar friendly meeting requests in good time and repeat

    Calendar reminder

    Most attendees won’t be IT experts and may need help and guidance to join the meeting. Have an IT support person to hand to assist. It’s getting easier, but many conference call services can be cumbersome to join.  If the meeting request email provides an automatic link to an attendees calendar, all the better.

    Zoom, for example, provides automatic links to a calendar and to the meeting itself, where the attendee only needs to click on a link to join. Send out a reminder, again with a joining link, just before the meeting time.

  2. Send out Etiquette Guidelines

    Meeting Guidelines

    It might seem presumptuous to instruct attendees to behave during a meeting, but hopefully, you only need to do this once as a full document. Perhaps a short summary as part of the meeting request?

  3. Have an Agenda

    Agenda

    Meetings need to stick to the point. With no agenda or clear objective, a meeting will not be successful and to put it bluntly, waste everyone’s time.

  4. Have IT check the connection and setup

    Check connection

    Nothing is more frustrating than sitting waiting to join a meeting and not being able to connect because of a technical fault.

  5. Start on Time

    Start on time

    Starting on time is vital, especially if the meeting straddles several time zones. Don’t wait for stragglers, because if you do, you are signalling that it’s ok to join whenever you feel like it.

  6. Have the Chair open the meeting

    Open the meeting

    This is no different from a face to face meeting. The chair must open the meeting by thanking everyone for attending, explain the agenda, and nowadays, ask everyone to switch off cellphones. Thye host must also set expectations. Request that everyone announce themselves. Some attendees may be in sound only.

    Try to finish the meeting early. That will be much appreciated by all attendees.

  7. Microphones to be muted unless you are speaking

    Mute microphone

    Because this is a remote meeting, people may be attending from all sorts of strange locations, coffee shops, home, cars for example. That can produce a lot of distracting noises and communications problems.  If you aren’t speaking mute your microphone to cut down on outside noises.

  8. No interrupting or talking over

    Dont interrupt

    It’s just common etiquette, don’t talk while someone else is interrupting. During a person to person meeting, we can observe non-verbal cues in other attendees. In meetings where this is not possible, perhaps because some attendees are attending on voice only, it is easy for a meeting to descend into chaos.

    The host must maintain control, and attendees must observe the rule of only speaking when invited to.

  9. Ask for feedback

    Ask for feedback

    Some attendees will speak a lot, some not at all unless asked to.  It is easy to assume that just because someone has not expressed an opinion that they agree. Ask them directly.

    People can also zone out and decide not to participate. Meetings can speed up and be more productive if you ask each participant to contribute verbally.

  10. Have a closing review and repeat conclusions

    Online meeting conclusion

    As already pointed out, visual cues are absent in conference calls, even if a video feed is available.  Even if they promise not to, people can become distracted from the meeting and start other activities.  It’s easier with remote meetings because they can easily hide what they are doing from the meeting.

    It is essential, to have a recap periodically during the meeting and at the end, have a full summary.

What Are the Advantages and Disadvantages of VoIP?

Most businesses have installed a VoIp for Business system. The digital revolution has enabled most to replace their existing PSTN based systems with VoIP because of the benefits in cost management and customer service.

They might have justifiable concerns over call quality, and that they will need disaster planning measures so they don’t lose their phone service if they lose power. Recent advances in technology and the use of standby power can dispel these concerns. Bottom line, the advantages of VoIP for Business to the business far outweigh any potential drawbacks.

Integrating VoIP for Business in an integrated communications environment including video conferencing, instant messaging and Social Media integration brings the business firmly into the 21st century and at the leading edge of communications.

Here are some advantages and disadvantages:

  • Reduced Call Costs

    Reduced Call Costs

    This is often the first benefit that brings VoIP into consideration

    Calls are routed over the Internet rather than over the local PTT. That means that the call charges levied by the PTT fall away, and the call becomes essentially free, any infrastructure costs absorbed in the overall cost of providing the Internet connection.  The cost saving can be significant if there are frequent long-distance and international calls.

  • Cost Control

    Cost Control

    Some organisations manage call costs by using a budgetary cost recovery model. Being able to use call logs to see who made a call, to whom, when, for how long and the actual cost allows users and departments to manage phone call budgets easily.

  • Security

    Security

    In the past security was based on the physical handset. If someone wanted to make an unauthorised long-distance call, they would need to sneak into the manager’s office and use their handset. In the VoIP world, security is based on the user.  A user has a log-on id and pin code that defines their authorisation level.  With their credentials, they can use any handset and have the same security profile.

  • Mobility

    Mobility

    Implementation of SIP interfaces in the VoIP for Business configuration allows a user to replace their desktop VoIP phone extension with a smart device. The user has full access to the corporate VoIP phone system from anywhere in range of the corporate network, usually over WiFi, both centrally and at remote offices. A facility via a secure network for users to connect to the corporate phone system over the Internet allows them to use the corporate phone system from anywhere.

  • Productivity

    Productivity

    A business VoIP system provides new features and communications applications. As examples:

    • Employees become productive immediately they arrive at a remote office and connect to the corporate network. No waiting to be allocated a phone, they use their main office credentials and any handset to continue with their main office phone extension number.
    • Hunting and call-forward groups. Employees can see if a colleague is present and if not, pick up their calls. Call-forward groups forward a call automatically after a preset number of rings.
    • Help Desk consultants can operate the phone system using a softphone application on the desktop giving a point and click interface.

As we are too well aware, nothing is for free. VoIP systems do have disadvantages:

  • Connection Quality

    Connection Quality

    The quality and speed of the connection between here and there is out of the businesses control. It is dependent on other parties and will always have the quality and speed of the poorest intermediate link.

  • Setup

    Setup

    Setting up a VoIP environment can be a time-consuming and labour-intensive affair: 

    • A network audit is needed to make sure that all the network equipment supports VoIP and  that everywhere a handset is located has network and power connections;
    • All network switches are correctly configured;
    • The data centre is capable of hosting the VoIP servers and other equipment

  • Legacy Equipment

    Legacy Equipment

    Not all devices are capable of operating in a VoIP environment. These are usually fax machines, modems and alarm systems. Sometimes a driver or firmware update will make them digitally capable.

    Overall, replacing a PSTN system with VoIP for Business is a no-brainer. The cost, operational and reputational advantages far outweigh any downsides.

5 Tips to Make Your Virtual Meetings More Productive

One effect of the pandemic has been a quantum increase in remote working. In some cases, lockdown and travel restrictions have forced a move to work from home. Adopting e-commerce as a business platform has meant interacting digitally with customers and suppliers.

In remote working the need to communicate remains, and is even more important to maintain team morale. Virtual meetings using applications like Zoom, NetMeeting, and Skype have become the norm.

For many, remote working and remote meetings are very new and they are wary of the technology and unsure of how they should interact with other meeting attendees. Sometimes the first few meetings are less productive than the face-to-face equivalent as people find their feet and create a new working culture.

Here are five tips to help you make your Virtual Meetings more productive.

  1.  Have a clear understanding of how the meeting is to proceed

    how the meeting is to proceed

    Meeting basics do not change with remote meetings. Invitations need to have a clear statement of the subject and objectives of the meeting. Supporting material can be sent with the invitations and attendees asked to familiarize themselves with it.

    Have an agenda, and defined comfort and refreshment breaks. Because they are not in a communal meeting and perhaps at home, attendees may tend to just wander off when they feel like it if no breaks are scheduled.

    One point that is a subject of much discussion in business media is that long presentations are not practical in a virtual meeting. If they are required, then they must be short and designed to promote discussion. Use screen sharing to keep everyone at the same point.

  2. Don’t let a few individuals dominate the meeting

    Active participation

    It sometimes happens, in both virtual and face-to-face meetings that one or two individuals try to dominate a meeting. If that happens, other attendees will tune out, sit back and go off to check their e-mail.

    In the first few meetings, a facilitator will help to manage proceedings and make sure that the meeting stays on track and that all voices are heard.

  3. No Multitasking during a meeting

    No Multitasking

    Attendees can use their smart devices to do other things while at a meeting.  They check email, read and write on social media and even play games. They are, to all intents and purposes, not there.

    It is a lot easier to do that at a virtual meeting. Attendees can appear to be present but are really doing something else, and no-one will notice.

    The facilitator must explain that multi-tasking during a meeting is not allowed.   If the meeting software allows it, perhaps the facilitator can be notified when someone changes focus from the meeting to another software application.

    One problem in working from home is that of the unexpected visitor distracting an attendee. Pets, children and spouses have been known to gate-crash meetings.  That must be discouraged.

  4. Insist on Video

    Insist on Video

    A lot of communication is non-verbal, and the effectiveness and productivity of a meeting are significantly reduced if attendees are available in voice only.   If attendees can see each other’s facial expressions and body language, it goes a long way to making a better meeting.

    Have an audio dial-in backup though. Some places might not have a sufficiently strong Internet connection capable of supporting video.

    Finally, sit close to the webcam. This helps to avoid distractions in the background.

  5. Make sure the Technology works

    Make sure the Technology works

    There is nothing more frustrating than a delay to the start of a meeting because of technical problems. It’s a real momentum killer.

    Problems can arise because some doesn’t have the correct technology, or because their video isn’t working, or simply because they are not familiar with the meeting software.

    For all attendees, particularly first-timers, it is essential to have a one-on-one with the facilitator to make sure all problems are resolved.

    An organization should set a standard for the software to be used for virtual meetings. Remember though, that customers and suppliers may be using different software, so some pre-testing will be needed if it is a multi-application environment.

The usual mantra is that an ounce of preparation saves a pound of trouble. Be flexible and realise that procedures will need to change. Virtual meetings can be productive.

The Many Benefits of VoIP Conference Calls for Your Business

VoIP for Business has become a fixture in the marketplace. Most businesses use it, appreciating the many benefits it can bring them. The benefits associated with VoIP for Business have been highlighted by the increases in remote working and working from home following the restrictions imposed by the pandemic. That has, in turn, driven a need for video conferencing as an essential corporate communications medium.

In the past, whenever an employee left the office they were uncontactable, with the possible exception of the evening at home or in their accommodation on the road. This made communications between staff, the office, and each other difficult at best.

All that has changed with the advent of Business VoIP. Simply put, with Business VoIP and it’s inbuilt video-conferencing capability, individuals and teams need never be uncontactable, inside or outside the office. True mobility is possible.

If we extend the traditional definitions of conference calls, that of a group in a static setting using tabletop microphones and cameras, to include ad-hoc group video calling with smart devices, to and from anywhere, the benefits of conference calls to a business are undeniable.

The Benefits Include:

  • Cost Benefits

    Using VoIP Conferencing for group meetings between staff at different locations is much cheaper than video conferencing using a PSTN connection. Because the calls are routed over the Internet, rather than the PSTN, toll charges can be avoided in most cases. This is particularly beneficial in conferences involving long-distance and international connections.

  • Improvements in the mobility and accessibility of staff

    The ability of smart devices like tablets and smartphones to support video calling over WiFi brings great benefits in accessibility and mobility.

    A member of staff can make and receive voice and video calls and participate in group and individual video-conferences on their smart device exactly as if they were sitting at their desk. Depending on the capabilities of the smart device, this can include other VoIP features such as call forwarding and pick-up, voicemail placing and retrieval.

    For remote workers, what is different today is the growing availability of WiFi, both at clients premises and in public spaces. Most businesses have WiFi, and public spaces, such as shopping malls now provide free WiFi, either themselves or thorough their tenants. Most hotels now provide free WiFi, and some municipalities provide it as a public free service.

    Using public WiFi means that remote and mobile workers can now connect to the corporate network from anywhere there is WiFi.

    Full integration of remote and mobile workers into the workforce is now a reality.

  • Improved teamwork

    Staff make voice and video calls and conference calls using smart devices and a WiFi connection to the corporate network rather than by cellphone or PSTN. Being able to interact visually with another staff member brings teamwork and communication benefits. Errors in communications and misunderstandings are reduced.

    That allows remote and mobile workers to participate fully in teamwork and teamwork events, exactly as if they are onsite in the company of the rest of the team.

    VoIP Conference Calls can assist the process greatly by pulling together local and remote teams to look at and resolve a problem.

    As a result, response times and the quality of responses are improved. Being able to be contacted at any time by colleagues and customers means staff members can respond more quickly;

    Being able to take immediate actions and be more visible to staff and customers means they can be more effective without the worry of being out of touch with other team members.

  • Improvements in workplace efficiency

    As an example of administration improvements, staff no longer need to organise meeting locations. Video conferencing means that all participants can participate from where they are.

    Having staff available to other members of staff and customers at all times for group video calls, wherever they are and at any time, brings significant improvements to workplace efficiency and effectiveness, and for external viewers, to the company’s business profile.

    Overall, Business VoIP brings significant tangible benefits to an organization by reducing communications costs and keeping staff contactable. The intangible benefits of improved communications leading to improvements in teamwork and staff morale are not so easily measured but are undoubtedly there.

What Are the Benefits of VoIP for Organisations?

VoIP for business is now the defacto standard for business communications. Having established itself during the pandemic as essential to communicate with remote workers, customers, and suppliers, the push is to find new and innovative ways to leverage VoIP for business to provide more cost benefits and deliver new cost-effective services.

VoIP is usually viewed as the basis of a Unified Communications Strategy. All internal and external communications are moved onto a digital platform, and users can move seamlessly between different communication modes. They share global address books and can communicate directly with a customer or colleague from the address book, or even an email address.  

Several suppliers, including Microsoft, provide hooks into their core Office systems to allow other applications to share contact information. It has the undoubted benefit of keeping contact lists up to date.Continue reading

How VoIP Can Help in Remote Working

Working from home is rapidly becoming the new normal worldwide.  Businesses are quickly modifying their strategies and operations to accommodate it.    Ome area of particular interest is that of integrating VoIP for Business into the remote working scenario.

There has, admittedly, been a slow move towards remote working as the digital infrastructure spreads and improves in recent years.  Internet access through WiFi has become common in public spaces like hotels and malls and through fiber connections to homes.

The pandemic has accelerated this process, mainly through companies forced to have locked-down workers working from home.  A second driver has been the effect on bricks and mortar retail outlets.  Foot traffic has plummeted, retail shops are closing, and the malls they operate in are closing,  some never to reopen.   Retailers are forced into an e-commerce environment.   It’s no longer developmental but survival strategies.Continue reading