Have You Transitioned to VOIP in Your Call Center Yet?

The businessman chooses VOIP button on the touch screen with a futuristic background .The concept VOIP

Are you ready to make the move?

If you are currently operating an in-house call center and you are still using legacy contact center solutions to perform all your communication tasks, we think it is time for you to rethink your situation. When you adopt Voice over Internet Protocol technology, you will immediately be able to notice the difference. Voice over Internet Protocol technology can do amazing things for your business and you will have the powerful tool you need to deliver outstanding customer service and functionalities to your call center.

VoIP services will provide you with the dependability, flexibility, and mobility you need to reach a high level success in the modern business world. A Voice over Internet Protocol solution will route the different voice communications over your internet connection. The solution will also use the same lines that can be merged on your utility bills.

Not only will Voice over Internet Protocol technology give you the opportunity to reduce costs, you will be provided with a variety of capabilities and features that you will not be able to get on the traditional phone systems you are currently using.

Monitoring Tools

If you want to make sure your call center agents are taking the proper approach when they are answering phone calls, you can use the reporting and monitoring tools to listen to conversations. When you hire new employees, you can also use these tools to give them an understanding of what the right approach should be. When you upgrade your communications to a Voice over Internet Protocol call center, you will be equipped with a variety of monitoring and reporting tools that will provide you with the data you need to serve your customers better.

On The Go(Mobility)

You will not have a strong call center if you do not have strong and productive employees. Your call center is going to need to retain your star employees for as long as possible. When you use Voice over Internet Protocol technology, you will be able to retain those employees even if they move or become remote workers. A hosted PBX solution will allow them to do everything they would do if they were actually in the office. Since calls are routed through the internet, your employees will be able to work from any location, as long as a strong internet connection exists. When you can create a great team of remote workers, you will have a strong and productive call center.

UC(Unified Communications)

When you have multiple ways to interact with your customers, they will be more likely to reach out to you because they will be able to contact you using a method they are comfortable with. The right cloud technology will allow you to integrate unified communications. When you properly integrate a Unified communications strategy, you will be able to use messaging, email, chat, social media, voice, and other communications methods to interact with customers. Not all customers are comfortable reaching out to business over the phone, but when you give them more communication options, they will be able to choose their preferred method of communication.

When your Voice over Internet Protocol is going to be provided by an outside supplier or vendor, you will need to make sure you will receive the best services. You are going to need a supplier and provider who will make sure your call center will stay online, even during outages or bad weather. Are you ready to always be there for your customers, especially during the times of the year when calls are constantly coming in? Do not hesitate to contact us today for more information on VoIP.

VoIP (Voice over Internet Protocol) Dialing on phone system

What to expect in VoIP technology in the coming year.

Voice over Internet Protocol, or VoIP, has become the clear standard for office phone systems. It costs less than old-style PSTN service and allows more features. The preferred way to go, especially for SMBs, is hosted PBX. It minimizes the need for on-premises hardware and lets people connect from anywhere. That much is now a solid base, so where are we going from here?

Wireless VoIP

A big area of growth has been wireless phones on a VoIP system. There are three ways to do this: Wi-Fi connections, cell network connections, and DECT phones. The mobile VoIP market is expected to grow at 28% a year in the next few years.

DECT, Digital Enhanced Cordless Technology, is most familiar in the home market as cordless phones with landline base stations. The technology works just as well with VoIP base stations. The handset range can be as much as 100 meters, though interference and physical obstacles can reduce it. Unlike Wi-Fi, DECT is specifically designed for voice communication, so it gives a higher-quality experience. Wi-Fi is less expensive, though, and often is good enough.

With the 5G network and 10 Gbps speeds on the horizon, cell phone connections to hosted voice systems will get more bandwidth, improving the quality of video and conference calls. In addition, they’ll be able to handle data in new ways. The specification now exists, and the first networks should start to appear in 2018.

Adding data to calls

“Unified Communication” is a hot buzzword. It means the convergence of voice, video, and data. It’s easier for people to reach understanding when they see each other as well as hearing. There’s more value in business calls when people can see images, charts, and spreadsheets as they’re talking about them.

UC is developing in ways that deserve the adjective “unified” more than ever. In the past, combining data with phone calls has often been messy. In 2017 there’s been a strong trend to real integration of voice and data services, and this will continue in 2018 and beyond. Software vendors such as Salesforce and Microsoft provide broad application suites that can easily be integrated with VoIP.

Bypassing the PSTN

Having a hosted PBX doesn’t just make calls to phone numbers cheaper. It often eliminates the need to call a phone number at all. Internet-only connections allow the full range of VoIP features, including ones that aren’t available on a voice-only line. Remote offices and business partners can connect to the same PBX as the main office and get high-bandwidth phone connections with access to video, conferencing, and integrated data.

Maintaining security

One of the less fortunate signs that a technology is successful is that crooks go after it. Security for VoIP systems has become an important issue. If the voice network isn’t well secured, it’s potentially a gateway for intruders to get into a business’s private data and customer records. Isolating the voice network from the data network reduces the risk. A hosted PBX generally provides better security than an on-premises exchange.

VoIP phones are computing devices, and as such they’re vulnerable to malware. Keeping their firmware updated regularly is important.

Security measures that aren’t designed with voice communication in mind can interfere with quality of service. The near future will see growth in VoIP-friendly security software and hardware.

Planning for the future

Internet telephone systems are evolving rapidly, but that’s not a reason to hold back. SIP has become the dominant standard for phones on the network, and phones built on it won’t become obsolete soon. Features and options will expand, but a hosted PBX provides the flexibility and scalability to adapt without spending a lot. VoIP phone systems are today’s reality for business, and they’ll only get better.

Are you looking for a scalable, robust hosted PBX for your business? Talk to us.

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Tag Archives: Communications

Have You Made The Switch To VoIP In Your Call Center?