Over the last decade or so, digitally based communications has become the dominant communications medium. It started with Voice over IP (“VoIP”) replacing the terrestrial fixed-line PSTN networks, and latterly with instant messaging over the Internet the default means of inter-personal communications. VoIP is now a mature technology, routinely deployed in business to gain benefits in costs and functionality.Continue reading
What Is A Multi-Line Phone System?
A multi-line phone system, also known as a multiline telephone system, is a communication system that allows multiple physical PSTN telephone lines to be connected to a single device or system. It enables businesses to manage multiple calls simultaneously, providing features such as call forwarding, call waiting, conference calling, and voicemail.
With a multi-line phone system, businesses can have several phone numbers and extensions, allowing different employees or departments to have their own dedicated lines. This setup helps streamline communication within the organization and enhances overall efficiency.Continue reading
VoIP has become a fixture in the business world. Since its inception, it has become commonplace in both business and domestic environments and VoIP service suppliers have multiplied in number and reach. VoIP calls are now used to connect individuals and groups locally, regionally and internationally. The benefits of VoIP are well-known, the major being that it lowers operational costs by transferring communications from analogue lines supplied by a PSTN to digital calls over the Internet, thereby bypassing the toll charges levied by the PSTN operators.
Ealy complaints around VoIP calls were usually about quality end connectivity. Calls could drop unexpectedly because of networking problems. Calls could be difficult to set up and of poor quality. Over time these issues have been addressed and resolved, and HD Quality voice and video is being rolled out to new and existing installations.
One of the major developments in communications riding on the back of improvements in networking and the spread of global networks has been communications using the Voice over IP (“VoIP”) protocol. Simply put, VoIP is a way of using existing digital data networks to carry voice traffic.
It can be implemented by adding hardware and software to an existing network, or by outsourcing VoIP to an external VoIP Service Provider.Continue reading
As the move to online and remote computing grows, the need for actual and potential customers with high-quality support services grows in tandem with it. Call Centres are often the answer.
What is a Call Centre?
A call centre is a centralized office or facility used for receiving and transmitting a large volume of telephone calls from customers or clients of a business or organization. Call centres are typically staffed with customer service representatives (CSRs) who are trained to handle customer inquiries, complaints, and requests.
Modern call centres use advanced technology such as VoIP, interactive voice response (IVR) systems, automatic call distribution (ACD), and customer relationship management (CRM) software to efficiently manage and route calls, track customer interactions, and provide a seamless customer experience.Continue reading
What is SIP?
Session Initiation Protocol (“SIP”) is a communication protocol used to initiate, modify and terminate interactive user sessions. It supports multimedia communications, including voice, video, and messaging. It is widely used in VoIP implementations. It is not necessary for all VoIP implementations but is required to support some advanced features such as device mobility.
To be a little technical, SIP is an application-layer protocol that defines how the devices involved in a conversation exchange information with each other to set up and control a session.
Overall, SIP is a powerful and flexible protocol that enables a wide range of communication services and applications, including voice and video conferencing, instant messaging, and multimedia collaboration tools.Continue reading
IT departments are under considerable financial pressure. Nothing new, but the events of the last couple of years have forced many businesses to reduce or fix their IT budget while at the same time implementing new strategies. IT Support costs have been increasingly under scrutiny.
Many Businesses now have a significant online presence having adopted e-commerce to replace bricks and mortar outlets. Even if e-commerce isn’t significant, IT infrastructure supports all business processes, and loss of IT services can have a serious effect on business operations including lower productivity, increased operational costs, and frustrated staff.Continue reading
Hosted voice, also known as cloud-based or hosted PBX (private branch exchange) systems, is a modern way for businesses to manage and organize their telecommunications. Hosted voice systems, both PSTN and VoIP based, allow businesses to move their phone system to the cloud, which provides a number of benefits over traditional on-premises PBX systems.
Businesses can move their existing PSTN PBX phone system to the cloud or take the opportunity to install a Hosted VoIP system. The reason they may want to move to VoIP is because of a move to a Unified Communications System “UCS”.
Many businesses over the years, and especially over the last two years have seen their communications needs grow. They need to support workers working from home and remotely, they need to communicate with local and remote suppliers and customers, and they need to move some business operations to an e-commerce platform. Information and network security is a major concern. In the present business climate, it often needs to be done urgently.
Back in the day, most businesses had an in-house PBX system connected to the public switched telephone network (“PSTN”), operated by a manual or automatic switching system. Then came the Internet and digital communications. The in-house PBX was connected to the PSTN and the Internet using a SIP Trunk.
Strictly speaking, SIP Trunks were not necessary since a PBX could connect using standard landlines. However, a SIP Trunk could provide additional functionality such as call forwarding. Then came VoIP, connecting a digital phone system running on an internal corporate network to the Internet, again often over a SIP Trunk.
Over the last few years, businesses have been steadily embracing remote access to their systems, either supporting working from home or remote access to eCommerce systems. This is often in addition to implementing VoIP systems to accrue their costs and operational benefits.
Other remote access systems used increasingly over the last few years have been collaborative communications systems, both free-standing and supporting integrated voice and videoconferencing, like Messenger, Zoom, and NetMeeting.
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