5 Benefits of VoIP for Small Business

voip businessAdding to our arsenal of VoIP benefits, VoIP News posted a list of VoIP benefits specifically for small businesses. Always a supporter of small and growing businesses, we wanted to share that list with you:

1. Automated Attendants: Saving time and increasing efficiency auto-attendants can direct callers more quickly.

2. Mobility: A good VoIP solutions can be used anywhere or from any type of device.

3. Voice-to-Text: Efficiency at its best, VoIP can transcribe voice materials like voicemail messages and deliver to email.

4. Remote Conferencing: Conferencing was changed forever by VoIP and tools like screenshare, chat, video conferencing, etc.

5. Call Analytics: CDR gives more power to small companies that want to track and analyze calling.

Learn more at IT Toolbox or get all of these tools and more from Bicom Systems.

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3 Trends in Call Center Technology

call centerCall Centers that are thriving in 2016 pay attention to new trends and embrace new technology. In a world where innovation is happening every single day, businesses cannot afford to fall behind the trends. Call Center Software is constantly evolving to keep up with new technology. Let’s take a look at a few trends for 2016.

1. Cloud-based Software

As with most modern communications solutions, call center software is now available in a cloud-based format. The cloud offers many benefits to call centers of all sizes. With lower costs, enhanced usability, easy scalability, and more, Cloud Call Center Software will soon be the number one choice for call centers. PBXware Call Center edition is a cloud-based software.

2. Multichannel Communications

Gone are the days dominated by voice telephone calls; 2016 offers many other communication options. From instant messaging to video calling to screen sharing, call centers can now give customers choices to resolve problems more quickly and efficiently. Our gloCOM unified communications app offers all of these channels and more.

3. Better CDR

Finally, new call center technology means better tracking and performance management. CDRs are more accurate and detailed than ever, enabling managers to focus on efficiency and track improvements. Learn more about PBXware CDR features here.

If you are a call center, now is the time to jump on board with modern technological trends. Visit our website or contact us to speak with a real Account Manager.

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10 VoIP Selling Points

voipEveryone knows the benefits of VoIP and cloud services, right? It practically sells itself – save money, save time, keep up with the latest trend. But is that all there is to VoIP?

With nearly infinite features and almost as many ways to add value, VoIP is worth much more than most think. Try using some of the following features and values to market VoIP in a bigger and better way.

  1. All Calls are Local
    VoIP allows users to generate local numbers for anywhere in the world. This eliminates the need for expensive Toll Free numbers and makes customers feel closer to the company.
  2. CDR
    Call Detail Records are elaborate and complete with VoIP. Everything is recorded and saved, from call logs to chat history to bandwidth usage. This benefits both users and IT that monitor and maintain the system. With VoIP, CDR can even be customized.
  3. Conferencing
    VoIP permits inexpensive, easy, and efficient conferencing. Whether a spontaneous conference call or a weekly video conference, VoIP softphones makes it user-friendly and simple. gloCOM lets users start conferences by simply dragging contacts into a call.
  4. File & Screen Sharing
    Most VoIP solutions make it easy to share files or even screen share between contacts. It is quicker than emailing files or using third party software. File share and screen share can be done with the click of a button on gloCOM.
  5. FoIP
    While fax may seem like a thing of the past, most businesses are still paying for a fax line out of obligation or habit. Fax Over IP (FoIP) eliminates the cost and delivers faxes straight to your email inbox. Click to learn more about The Value of FoIP.
  6. High Definition Audio
    HD audio ensures crystal clear communication for the most important calls. From big sales pitches to important conference calls to custom support, HD audio is the next best thing to a real conversation.
  7. Long Distance Calls
    VoIP eliminates geographic cost disparities and saves on long distance calls. The ability to call for ‘free’ via cloud services encourages users to pick up the phone more often and communicate quickly and efficiently to all parts of the world.
  8. Mobility
    In a world of smart phones, tablets, and BYOD, mobility is crucial in the workplace. VoIP seamlessly integrates with mobile devices through call forwarding or apps, making communication possible any time, anywhere. gloCOM Mobile softphone is coming soon!
  9. Recording
    The ability to record calls is native to most VoIP phones and is an immensely useful tool for busy and preoccupied users. Record sales calls, training sessions, or any other important calls and come back to listen again later.
  10. Voicemail
    VoIP Voicemail saves time and cuts down on stress by delivering voicemail alerts and MP3 files directly to the user’s email. The file can be accessed from anywhere and can be quickly forwarded or deleted.

What are your favorite VoIP features and selling points? We’d love to hear from you in our discussion over on LinkedIn!

Ready to get started? Contact an Account Manager today!

6 Guidelines to Choosing Call Center Software

With so many Call Center Software options on the market today, you may have a hard time identifying the best option for your call center. Here are a few guidelines to take into consideration when weighing your options:

call center software1. Feature Set – The first and most obvious consideration is the feature set. Start by making a list of the non-negotiable features that your call center needs. Particularly useful features include predictive dialing, click-to-call, IVR, ACD, skills-based routing, etc. Do not settle for an option that does not have all of the features you require.

2. Integration – Call Center PBX software that can integrate with your other platforms, like your CRM, will increase ease-of-use and productivity. Better yet, a complete call center solution will come with all of the pieces already integrated into one package.

3. Scalability – One of the most important considerations is scalability. Once you finally select and implement call center software, the last thing you want to do is upgrade after a few years of successful growth and expansion. A great call center software will be highly flexible and able to grow with your company.

4. Reporting – The heart of any call center is, of course, the phone calls. So effective tracking and reporting are an essential part of call center software. Look for a solution with real-time reporting, administrator tracking, and CDR.

5. Customer Service – Any telephony solution is only as good as its customer service. This includes not only troubleshooting, but also the initial implementation process and training. Choose a company that backs its call center software with consistent quality customer support.

6. Pricing – While price should not be your primary consideration, your call center software should certainly fit within your budget. Pay attention to both up-front costs as well as maintenance and support costs that will come later on. Above all, look for a call center software provider that offers a free trial to test compatibility before making an investment.

Follow the above guidelines and you will be well on your way to choosing call center software. Get started by checking out our PBXware Call Center software.

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A VoIP Glossary

Do you ever hear VoIP jargon and acronyms that fly over your head? Thanks to Ziff Davis we can learn all of those terms and more in The Business User’s Glossary to VoIP.

Some of the acronyms they cover are:

ATA – Analog Telephone Adaptor
Adapts a traditional analog phone to work with VoIP.

BYOD – Bring Your Own Device
Employees today are often allowed to use their own mobile devices or tablets at work.

CDR – Call Detail Record
Detailed information about incoming or outgoing calls.

DID – Direct Inward Dialing
Refers to an internal extension that can be reached via a standard 10-digit telephone number.

E1
The European version of T1 (see below).

HUD – Heads-Up Display
The idea of using a softphone right on the computer screen rather than a phone on the desk.

IVR – Interactive Voice Response
Refers to a VoIP voicemail system.

POP – Point of Presence
The point where the company’s network connects to the telephone company’s network.

SIP – Session Initiation Protocol
Allows different devices to be compatible on the same VoIP network.

T1
Standard data transmission line in North America

Head over to Ziff Davis to read more!