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

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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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

5 Signs It’s Time to Upgrade to a Cloud Phone Technology

As a consequence of the pandemic, many businesses have moved to a Work from Home and remote access basis.  The way they do business, the way they interact with customers and customers interact with them has radically changed.

This has meant a sea-change in internal corporate structures.  New Internal and external corporate communications have placed intense pressure on IT as they implement VoIP or Cloud Phone systems on a restricted budget.

Companies that have implemented VoIP Phone Systems have seen the financial and operational benefits of VoIP Phones, but have also seen the downside reducing the cost savings.  High maintenance costs, unstable internet connections, and poor quality connections are common issues.  

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How Cloud Computing Make Your Business More Secure

Cloud Computing has rapidly moved to the forefront of IT Developments over the last few years. The trend has accelerated with the seismic changes in business strategies following the pandemic and the move to home and remote working.

Many organisations, faced with the need to move to an e-commerce platform, have chosen to implement it on a Cloud Computing platform, usually supplied and managed by a Managed Service Provider (“MSP”). The rationale is that they can continue with business as usual as normal while implementing the new e-commerce platform quickly during the migration to the Cloud.

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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.

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