5 Reasons Why Call Center Businesses are Switching to VoIP

More and more businesses, large and small are seeing the benefits of moving to Business VoIP. The operational and financial cases are undeniable, the technology is now sufficiently mature to support effective remote working and working from home.

One business seeing major benefits with the move to Business VoIP is the Call Centre, often called the Customer Response Centre.   Business VoIP brings benefits over and above those normally associated with moving to a VoIP environment.

There are a host of reasons why a call centre should transition to VoIP. Here are 5 major benefits:Continue reading

What is Contact Centre as a Service and Why Businesses Need One?

The “as a Service” concept has become common as Cloud usage expands. We now see SaaS, “Software as a Service” and PaaS, “Platform as a Service” for example. There are other implementations of the concept, generically known as XaaS In terms of customer service, CCaaS, “Contact Centre as a Service” has begun to gain some traction.

What is XAAS?

XAAS

In its simplest terms, XaaS is where an IT service is delivered to the end-user remotely using Cloud Technologies. VoIP, including VoIP Phones, is an example where the configuration of the handset, user profiles and perhaps phonebooks and contact lists are delivered from a central repository in the Cloud held on a hosted server.Continue reading

Addressing the Top 5 VoIP Security Vulnerabilities and How to Mitigate Them

VoIP is the go-to application for businesses looking at reducing communications costs and improving customer service. Because many businesses are improving their general network security, VoIP Systems are increasingly being seen as an easier target and an easier inroad to the theft of data and disruption of business processes.

To be sure, VoIP Security is still an evolving area, but there are steps that will mitigate the threats to a business. Here are five top VoIP Security vulnerabilities and how to prepare defences against them.Continue reading

7 Most Common VoIP Issues and How to Fix Them

Many organisations have implemented VoIP Solutions as part of their move to an Integrated  Communications Strategy. Usually, the rationale includes the financial benefits of toll-free long-distance and International calling, improved customer relations, and better performance and productivity in the workplace.

However, if the VoIP Solution is not properly implemented and managed, problems can arise over time. Without becoming too technical, here are some of the more common

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What is Contact Center and Why Do Businesses Need One?

Many businesses have recognised the need for improved customer relations recently.   Many customers have moved to an online basis, often as e-commerce rather than a physical business.   As a result, their customer management arrangements (“CRM”) need to be upgraded.

Often CRM is a part of a wider unified communications system, where all internal and external communications, voice, video and data are linked on a common set of standards, platforms, and information sources.  A VoIP implementation is a key part of that.

Simply put, a contact centre is a portmanteau term for a central point from which all customer interactions are managed.  It is usually a combination of call centres, offline support centres, and other channels of customer interaction.   They may operate using a common Customer Response Management system (“CRM”).Continue reading

Is QoS the Same in Every VoIP Provider?

Digital Convergence, and the creation of a Unified Communications (“UC”) platform have been embraced by many organisations.   A UC is the movement of all digital communications traffic, data, VoIP for business and video,  over a single physical network through a variety of software platforms.

Obviously, maintaining optimum response times for all classes of traffic is necessary, especially for VoIP for business and video.  It is a vital balancing act that IT performs, usually through the creation and management of Quality of Service protocols.

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5 Easy Ways on How to Get a Business Phone Number

Most people nowadays use website contact details to  get in touch with a Business.  They usually have email addresses and Business Phone Numbers plus other information like address details and contact names.

Why Do you Need the Number?

One reason might be that a company you deal with has changed its contact details since you last dealt with them.  They could have been taken over, moved, or simply gone out of business.  The details you have are out of date and you are having difficulty in contacting them.

If the number you have is a cell number, it could be different for a number of reasons.  One reason is that If a prepaid number is not used or recharged for a period of time, say six months, it is reclaimed by the cell company (“Churned”) and reissued to another client.

There are however, from time to time, darker reasons.

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How to Choose a VoIP Phone for System for Small to Medium Businesses

Cloud VoIP has become an essential part of most business communications strategies. It gives real operational cost benefits, and improves business operations and public image.

Part of the process is selecting the correct VoIP phone type for each user for a range of mobile and desktop units.

One of the first steps in any Cloud VoIP implementation is to determine where VoIP handsets will be needed, the type of handset, and if the supporting infrastructure is available at the installation point.  The two main types of handset are software applications on smart devices, and physical handsets connected to a cabled or WiFi network.

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Choosing the Best Cloud Provider: A Guide on How to Find ‘The One’ that Matches Your Business Appetite

Moving to the cloud has become an attractive option for many businesses, either as an internal private cloud or more often to an external hybrid cloud operated by a Cloud Provider. As with the selection of any other external services supplier, selecting the Cloud Provider that best meets your business needs is not a trivial task.    Selecting the wrong Cloud Provider could be harmful to the business.

It must be clearly understood that you are choosing a business partner with whom you will have a long-term business relationship.  The selection process is therefore not just assessing technical competence and capability but looking at the cultural fit between your two organisations. Continue reading

How can VoIP Help Organisations in this Era of Work from Home

The last two years have seen a major shift in IT towards Working from Home and remote access to systems. Because of lockdowns, and the closure of physical outlets, the pandemic has closed some businesses and forced others to move to e-commerce.

Two major disadvantages of Working from Home include the increased communications costs with the staff member, and a feeling of remoteness and isolation when they don’t interact with team members and other members of staff regularly in person.

Many businesses have already installed VoIP to take advantage of the cost and operational benefits of a Unified Communications platform. If the company has a high-speed and stable Internet connection, and most with e-commerce will, it is easy to use the corporate VoIP system to extend communications to staff Working from Home to overcome these problems.Continue reading