Tag: VOIP Phone System

 

Desk phones slowly going away

I’ve been in the telecom industry since 1999. The digital phone system have slowly been replaced by voip or voice over internet protocol phones. Telecom and computers are now migrating into 1 seamless category. I remember the days when customer would call us, just to move phones around. We still get those, but it is becoming less frequent. With voip, customer can simply unplug their phone, find another network jack, plug it in, and they are up and running. Those ports be POE (power over ethernet) or in most case, customer can simply plug in a power supply to power the phone. With that being said, in the last 5 years, we have seen a major move from desk phone to a simple inexpensive usb headset or bluetooth headset. It’s simply cheaper and sometimes better, it’s a matter of preferences. Me, personally, I still prefer to have a desk phone with the option for bluetooth usb headset and a softphone when I’m roaming. When I’m really lazy, I can simply use a softphone apps on the smart phone. With so many options, I can see why most customer is wanting to go with VOIP solutions. If you are in the market for a voip solutions, give us a call, we can help.

Outdated phone system with no features and 2 office that needed to be connected

Problems – A company has locations in both Austin and New Orleans and wants to tie the 2 together.  Their current phone system is 10 – 12 years old and severely outdated.  The existing system does not have features the company needs, such as: caller ID, voicemail and cell forwarding, voicemail to email, and auto attendant.  They also need conference call capabilities to accommodate anywhere from 10 to 20 users.  Due to having an old, outdated system they are also experiencing poor call quality and cannot transfer calls between locations.  Often times they find that calls are not being routed correctly and voicemails end up in the wrong mailboxes.  The main goal is to integrate and connect the 2 offices, while added features are also must-haves.  The company needs a solution that will enable them to accomplish all of their goals while giving them the “bells and whistles” they are looking for in a phone system.  

Scenario Solutions – The most logical solution for these issues is to replace the entire old system at both locations with a new VoIP set up.  This will allow them to connect both locations, as well as give them the features they want and need.  They will receive IP phones with the capabilities they want and the auto attendant and voicemail features they need.  A conference bridge will allow them the ability to have up to 30 users per conference with room to expand.  The new phone system will also greatly improve sound quality and reliability.

Pros – This solution allows the company to connect both offices, as well as give them everything they’re looking for feature wise.  They can now transfer all calls between the 2 offices and properly route both calls and voicemails to the correct place.  They will have a system in place that allows them to grow while addressing the lack of functionality of their outdated phones.

Cons – The users are now dependent on their Internet connection and having a primary and secondary location.  If the primary office goes down or experiences problems, it could affect the second location.  The users must be properly trained in order to have a seamless transition from the old set up to the new one. 

Cast Studies: Scenarios

Problems – The first problem this company is experiencing is the phone service and lines are being handled by 2 different vendors, resulting in poor communication and integration between the 2 separate companies.  The voicemail is only at one end and provided by 1 of the vendors.  This causes voicemails to be left in the wrong mailbox and calls to “fall between the cracks”.  The integration voicemail service is limited and poor.  They are also experiencing poor quality and frequent “cracking” noises in the background of calls.  The company is in the process of expanding and hiring people to work remotely from their homes in other cities, but have no way to keep them connected to the phone system ran from a corporate office.  They have used softphones in the past, but found this to be difficult and cumbersome as compared to hardphones.  Their main concerns are missing calls or having them routed incorrectly due to the current system and various voicemail issues.  The secondary concerns are incorporating remote users, sound quality and appropriate training on how to use the new phone system.

Scenario Solutions – The main phone system is located in San Antonio with 1 remote user in Austin and 1 remote user in Houston.  They need to be connected and have designated lines and voicemail accounts, while giving full access to the remote users in other cities.  Therefore, this scenario calls for a VoIP solution to give equal access to all users.  This system will also allow for proper routing and voicemail accounts to avoid missed calls and lost voicemail messages.  The sound quality will also greatly improve thanks to QOS that will be provided.  By merging their 2 separate vendors and system into one unified system, they can expect better integration and results.  Hardphones will replace the softphones, and training will be provided for all users at the time of installation.

Pros – It allows flexibility for remote users to work from home and also allows the company to expand beyond San Antonio.  All users can be tied in to the same phone system despite their different geographical locations.  By switching to this type of VoIP set up, phone use is seamless and easy which allows uniformity between office numbers, lines and locations.  A user in the corporate office can answer the phone and transfer to a remote user, or customers can dial a direct line for an employee.  Voicemail is assigned to specific users and their numbers so there is no confusion, roll over or messages left in the wrong person’s mailbox.

Cons –Remote users are dependent upon their home internet connection, as the phones rely on internet to function.  Voicemail and other components must be set up properly from the beginning and users must be trained (due to the fact that this system may be more elaborate and in-depth than previous systems they have used).    

Benefits of Call Recording

Have you ever wondered what the real advantage of voice recording can mean to your business? Many companies use this software on a daily basis to record phone calls for various reasons. Some of the reasons to utilize a recording system are: quality assurance, record and file information, record sales calls for later review, legal requirements and overall customer/employee satisfaction. Everyone from call centers to doctors offices use some form of call recording to ensure every call is handled properly and is up to par.

One popular use of the call recording systems is for sales people, whether it be inbound or outbound, to measure how well they interact with customers and prospects. This application allows managers to ensure the companies philosophies are well represented by the salespersons attitude and delivery. The salesperson can also benefit from the recording system by being able to replay recent calls for review. Reviewing the call allows them to see where mistakes were made and where they can improve for future calls. Both of these examples help to ensure everyone who answers the phone is doing so in a professional and helpful way.

Another advantage of having a call recording system is for companies who have a help desk or technical support department. We’ve all heard the disclaimer at the beginning of these types of calls, you know the one…”this call may be monitored for quality assurance.” Quality assurance may have dual meanings in this case, one being the issue I previously discussed (to ensure the person fielding the call is polite and professional), and they other is to determine if the technical support or help the person called to receive is actually helpful. Managers want to make certain that their technical support center is giving the correct type of advice and doing so in the appropriate manner. This can often mean the difference between a happy, repeat customer and someone who will never do business with you again.

Now that I have touched on why companies use call recording systems, lets talk about what types of systems are offered. There are various types of call recording systems available, including: VoIP call recording, outbound call recording, random call recording, station-side call recording, trunk-side call recording and business rules driven call recording. Your companies exact needs will determine which system is right for you.

In today’s world, call recording is becoming increasingly significant and useful for all businesses. Issues like customer service, providing proof of calls, later playback for review and improvement and legal matters are all reasons call recording has become so used today. Whatever your business may be, it’s certain it can only benefit from call recording software and systems. With so many different choices and applications available, let the professionals at Business Communication Solutions help you decide which one is right for you! For more information visit us at www.bcs-ip.com or call us at 512-257-1433.