Five ways to tailor your telephone system to match your business needs

Five Ways To Tailor Your Telephone System To Match Your Business Needs

One of the more significant developments in computing in recent years has been the wholesale adoption of VoIP systems by businesses and increasingly by home and mobile users.   Simply put, VoIP systems remove the costs and restrictions imposed by the traditional PSTN service providers.

Because of digital convergence among other things, the initial objective, to replace PSTN connections with digital connections has grown by leaps and bounds into fully-fledged integrated communications environments supporting media connections, not just voice.

Businesses are now presented with options among others to improve their presence and reduce their costs.  Here are five such.

  1. Cost reductions through Call Security

    Cost reductions

    In the past, PBX systems were location based.  Extension numbers were tied to a physical location such as a desktop.  The ability to restrict calls was linked to the physical device. Anyone using the handset could only make the calls that were allowed for that extension number, for example, local calls only, no national or international calls.

    VoIP systems are by contrast person based in that an individual uses a PIN number to log-on to the VoIP system wherever they might be.  They can log-on from the traditional desktop handset or by using SIP technologies from a smart device.   Call security, therefore, becomes person based rather than location based.  The ability to make calls resides in the individual profile. Applying call security according to individual needs becomes that much easier.

  2. Business presence

    Business presence

    Using VoIP can make a business seem much larger than it actually is. Two examples are automated call forwarding and departmental assignment.

    With automated call forwarding, calls made to a local number are automatically forwarded to a central number.  In this way, a company can seem to have a local presence, but in actuality operate a central support organisation.  Many companies have done this with their call-centre operation.  For example, British Airways operated a centralised call centre in India.  All calls to a local or national call centre were automatically forwarded there.

    With a departmental assignment, different extension numbers can be published for sales, finance, procurement, and so-on.  However, they can be automatically forwarded to a single extension number.  The company looks like it has different operational departments when in reality it does not.

  3. Customer Relationship Management (“CRM”)

    Customer Relationship  Management

    An organisation that operates a call-centre to provide customer support can tailor its VoIP system to support a CRM environment.  The VoIP system can be linked to a database application.  In this environment, the call-centre operative will have customer information displayed on a local computer screen when that customer calls in.  The data is retrieved using the incoming telephone number.  The operator can then answer the call with “Good day <customer name> “ giving a much more personal and warm aspect to the interaction.

    Often details of previous and current interactions with that customer are shown giving the ability to deal more effectively with the customer.  VoIP provides that capability.

  4. Automated Documentation Support

    Automated Documentation Support

    A large part of customer support is providing documentation, usually product related.  This obviously can be accomplished via a website application, but most VoIP systems can also provide this facility.

    The requestor dials a number, taken for example from a media advertisement and is presented with the option to email a document to a specified address.   In this way, the requestor receives the information they want, and the company has an email address for future marketing activity.   All without any manual intervention thanks to VoIP.

  5. Automated Call Handling

    Automated Call Handling

    There is nothing more frustrating than calling an organisation and being forwarded from extension to extension as your call is not answered. The use of calling, hunting and auto-forwarding groups maintained by the VoIP system can significantly ease that pain.

    While they are similar there are differences between calling and hunting groups.  Calling groups allow anyone in that group to pick up a call for anyone else in the group.   For example, a call to an extension where the normal answerer is unavailable can be picked up by someone else nearby.  This is especially useful after hours where desks are unattended.

    Hunting groups automate this process.  If a call is not answered after a certain time interval it is automatically forwarded to another extension number.   Calling and Hunting groups often work together to improve customer service.

    Auto-forwarding is particularly useful for support and alarm calls.  The VoIP system can be programmed to auto-forward calls to a particular number to another number, for example, the duty engineer. The forwarding can be done manually by manually programming the number into the extension profile itself, or in some cases can be accomplished via a calendar. In this way, incoming calls should be answered, not just ring out.

    The increasing sophistication of VoIP systems now enables small businesses to punch above their weight and bring improved customer service levels at little or no cost.

How Business VoIP solutions can impact a company

How Business VoIP solutions can impact a company

Most will agree that the Internet has given rise to a major upheaval in Unified Communications, including Voice over IP (“VoIP”).   Business worldwide is embracing VoIP solutions as a tool to reduce communications costs, increase communications effectiveness and increase company profile.

It’s not just in the ability to make toll-free or low-cost calls that VoIP Solutions are having an effect.  Company culture is changing too.

If we take the cost benefits of VoIP Solutions as read, there are many other ways in which they can impact a company.Continue reading

What is the difference between VoIP and IP Telephony?

In recent times there has been a quantum increase in the use of digital communications, both in the business and domestic sectors. Businesses use IP Telephony to reduce their communications costs, improve interactions and service levels with staff and customers and present a better business image to the world at large.

Domestic users can now use VoIP to talk with and see far-flung friends and relatives easily and cheaply over long distances from their smart devices using VoIP capable apps like Skype and WhatsApp. No more expensive long-distance calls.

The terms VoIP and IP Telephony are often used interchangeably to describe digitally based communications.  Are they, in fact, the same thing, or are there technical and non-technical differences?Continue reading

How VoIP Affects Business Mobility

It is difficult nowadays to find a business that does not use Business VoIP. The cost and business benefits of it are undeniable.  Allied to improvements in digital telephony and digital convergence, most large and medium-sized businesses use it extensively as part of their internal and customer-facing processes.

One of the major benefits embraced by business is the ability to improve mobility and accessibility of staff.

In the past, whenever an employee left the office they were mostly uncontactable.  At best they were contactable in the evening at home or in their accommodation on the road. This made communications between staff and the office difficult at best.Continue reading

How to protect VoIP from scammers

How to protect VoIP from scammers

VoIP for Business provides a range of benefits, including substantial cost-savings that make it a must-have for most businesses.  However, as with most IT advances, VoIP has attracted the dark side of the developers.   Hackers and scammers are using VoIP for Business as a way to steal data and execute hacking exploits.

As with other types of malware attacks, business need to be aware of how these exploits are executed and what preventative measures they can take.

The first thing to understand is that most successful hacking attacks are by having users provide sensitive information. Scammers are becoming more sophisticated, and they are increasingly using VoIP to steal personal and company data or just cause mischief.Continue reading

Reasons why Cloud VoIP can help your Business

Reasons Why Cloud VoIP Can Help Your Business

The benefits that VoIP for Business can bring to your business are undeniable.  Add to that Cloud VoIP, hosted or on-site  and you have a winning combination that can add significantly to your business profile.

Depending on the size of the business, either implementation can be applicable.  However, having said that, a cloud-based approach can fit more easily with an existing cloud-based environment, either on‑site or hosted.

Before choosing a particular approach, it is best to consider firstly whether on-site or hosted VoIP is better suited to the business, and secondly, whether a Cloud-based architecture is appropriate.Continue reading

The Ins and OUTs of Cloud PBX And Microsoft Skype For Business

The Ins and OUTs of Cloud PBX And Microsoft Skype For Business

One of the success stories of recent times has been the adoption of Digital Telephony by all sizes of business.  Large businesses have installed their own hardware and software, and small businesses tend to use Cloud PBX implementations, either in-house or hosted.

A more recent development has been the convergence of video conferencing with Cloud PBX implementations. Video calls using applications like WhatsApp and Skype have been around for some time, and have been used over the PSTN and digital telephone networks from both desktop and smart devices.  Since Microsoft bought Skype, introduced Skype for Business, and fully integrated it with the Azure cloud environment, it has become a major player in the Cloud PBX landscape.Continue reading

3 simple tips on saving fees on International calls

3 simple tips on saving fees on International calls

The advent of Voice over IP telephony (“VoIP”) has radically changed the face of communications for both personal and business users.  It has opened up opportunities for enhanced, and substantially cheaper communications, especially for long-distance and international calls.  VoIP for Business has provided communications options that are not possible with a fixed line environment.

However, the prudent personal and business user needs to be vigilant to make the best return on their investment and achieve the lowest possible international call rates.

Here are three simple tips for personal and business users to make sure that they accrue the full benefit of cheaper international communications.Continue reading

3CX: A PBX System that doesn't break the bank

3CX: A PBX System that doesn’t break the bank

The case for moving to Voice over IP (“VoIP”) telephony is undeniable.  Cost savings, flexibility, and additional functionality are all major benefits of making the move.  However, for some organisations the cost of acquiring and installing a full-blown VoIP PBX System makes the move uneconomic.  There are alternative ways of having a VoIP PBX System that are easier on the budget, and not just by using some fancy financial footwork.

One way is to turn capital expenditure into operational expenditure by moving to a hosted PBX environment. 

In this scenario, you move your telephony to a third party who manages and maintains your PBX System on their equipment, on or off your premises. The only potential one-time costs of the move are any infrastructure upgrades and the supply of appropriate handsets.  In most cases, the handset costs can be included in the hosting charges.Continue reading