3 Ways to Improve Employee Productivity with a Hosted PBX

Hosted PBXOne of the most important factors in a company’s success is their employee’s productivity levels. There tend to be two schools of thought on the matter; either develop incentive programs or use restrictive policies to ensure that they remain working. However, there is potentially a simple answer. When you provide your employees with the best possible tools, they’ll be able to do their job efficiently. There are many different tools to help people work and communicate more effectively, but Hosted PBX has features that not only provide something new but also allows companies to get more out of the resources they already have in place.  

Less Downtime for Technical Problems

An outage can be extremely problematic for any employee who is on the phone for long durations throughout the day. Hosted PBX solutions alleviate this problem because troubleshooting them is far easier. Furthermore, if a user’s individual phone they can use the softphone on their computer or in an app on their mobile phone.

Increased Mobility

Many industries have seen a rise in remote employees in recent years. Without a tool like Hosted PBX, it would be difficult for these employees to stay in constant communication with the office. Hosted PBX allows these employees to access the company’s communications system. Additionally, their calls can even be routed from their desk phone to whatever app or computer they are working from.

Unified Inbox

Many employees have stopped listening to their voicemail due to time constraints. Who wants to listen to ten voicemails just to get to the one that is relevant? Hosted PBX has a helpful feature that converts voicemail to mp3 files in your e-mail inbox. This permits you to sort through them and find the relevant ones that much quicker.

A Hosted PBX solution has benefits to any company. Not only can help reduce costs, but it can increase employee productivity by giving them a tool that permits them the ability to perform their jobs efficiently. If you have any Business Phone System questions, please contact us. You can also follow us on Twitter.

The Most Important Benefits of Virtual Call Center Software

virtual call centerMost business owners know what a call center is. A call center is typically a large group of call center executives working in a single location. What is a virtual call center though? Though only difference is the location. A virtual call center removes the large investment and resources necessary to handle a customer service team. The emergence of virtual call centers has allowed even the smallest of businesses to use call centers. Below we’ve outlined a few of the biggest benefits of virtual call centers.

Mobility and No Location Consent

Virtual call centers permit you to hire agents all over the world. This provides you with a larger talent pool, all the while ignoring distance. Another benefit of remote call center employees is that they won’t have to commute, which can play a role in reducing office stress. Self-oriented and relaxed environments tend to increase efficiency as well.

Reduced Upfront Cost

Virtual call centers cost less than traditional ones because you pay less in office rent and don’t have to invest in as much hardware. Unfortunately, traditional call centers require hosted servers, a PBX, and phone terminals.

A perceived drawback to virtual call centers is that customers will be able to tell the difference. Fortunately, this is not the case. Thanks to virtual call center technology, customers won’t be able to tell that your employees are all scattered in remote locations.

Eco-friendly

Virtual call centers are cloud based, which are better for the environment; their data centers use less wattage to provide back-up power and cooling for their data centers due to superior hardware setup. Also, as mentioned as above, your employees don’t have to burn up as much gasoline traveling to and from the office.

If you have any questions regarding a virtual call center or business phone systems in general, please contact Advanced Communication Systems today at 800-750-3624. You can also follow us on Facebook.

The Top Benefits of VoIP Analytics

VoIP Analytics VoIP Business Phone Systems have changed the way companies communicate. VoIP offers features such as mobility, scalability, and cost savings. However, one of the most overlooked features is VoIP analytics. VoIP analytics is the study of your voice processes in order to gain actionable insights. It is one of VoIP’s most powerful tools, because it allows a business to not only monitor but act on data-based insights.

VoIP analytics is especially powerful for sales based companies. VoIP allows you insights into employee performance, sales campaigns, average customer sentiment, etc. Once you have access to the data, the possibilities are endless.

VoIP Analytics Data

VoIP Analytics gives you access to the following data points:

·         Number of calls answered during a given time

·         Recognizing time-frames when phone traffic spikes

·         Geographic location of calls

·         Time duration of calls

·         Average customer wait-period

Craft a better calling experience

The biggest benefit of VoIP analytics is probably in the customer service department. Sales managers, by using the data from analytics, can better hone their strategies. For example, by knowing their customer’s call patterns, they can find ways to reduce wait-periods.

Showcase customer trends

One of the other benefits of VoIP call analytics is that you can record and play back as many different calls as you want to.

When it comes to VoIP call analytics, you can record and hear back to multiple calls as you require. Sales managers can search keywords such as ‘cancel’ and listen to all the calls containing their search. This is a powerful feature, as it can help elucidate trends.

Thanks to VoIP analytics companies don’t have to rely solely on customer feedback surveys if they want to gather trends on their business. If you have any questions business phone system questions, please contact us. You can also follow us on LinkedIn.

Mitel Completes ShoreTel Acquisition – What’s Next for Mitel Partners?

Mitel partnersMitel recently announced the completion of its ShoreTel acquisition. Last July Mitel announced that they had reached a deal to acquire the company. The move was likely motivated by increased customer demand for cloud-based solutions. The newly merged corporation will be the #2 company in the Unified Communications (UC) market. However, what does this mean for current Mitel partners and customers?

A UCaaS Market Leader

In a press release, Mitel reassures their clients that the merger is one of two compatible companies. Mitel views their merger with ShoreTel as a method in which to make each company stronger. As case in point, the merged company now has the #2 market share position in the global Unified Communications as a Service (UCaaS) space. In their release, Mitel also made it clear that they want all Mitel partners to share in their success.

As companies around the globe seek to transform their enterprises through cloud communications, Mitel therefore is now in a better position to aide them. Mitel and Mitel partners can now better incorporate a inimitable suite of cloud solutions and applications.

What does this mean for Mitel partners?

Even with this change, Mitel partners themselves won’t have to make any alterations. With the acquisition finished, Mitel and ShoreTel plan to begin the work of integrating. Even with the change, Mitel states that their top priority is still to support and inform their partners. Their release further states that within the next ninety days their partners can expect:

  • Mitel partner programs not to change.
  • The Mitel portfolio will not change.
  • The ShoreTel portfolio will not change.

Mitel concluded their statement by saying that as information changes, their partners will be informed well in advance.

If you have any questions on Mitel, or other Business Phone System questions, please contact us. You can also follow us on Twitter.

The 5 Most Important Aspects of VoIP Business Phone System Preparation

VoIP Business Phone System preparationVoice over Internet Protocol (VoIP) has innumerable benefits, but there are a few accompanying challenges. The good news is that these challenges aren’t difficult to overcome if you prepare accordingly. We’ve listed the six most important aspects of VoIP Business Phone System preparation below.

Calls

The first thing you should determine is what kind of calls you need to make. There are a couple of different ways to make a VoIP call; from a desk phone, from a computer, or from your smartphone. Prior to making any networking decisions, you need to figure out how you are going to make calls.

Cables

Another important VoIP Business Phone System preparation is to get the correct Ethernet cables. Cat 6 cables are one of the better choices, but they may prove too costly for smaller businesses. Cat 5e cables are a more budget friendly option, and should work fine for most businesses. However, potential VoIP users should avoid older Cat 3 cables, as their capacity and compatibility is not a good fit for VoIP.

Power Supply

Next, you need to ensure that you have the appropriate power supply. Power over Ethernet (PoE) cables are the best option; they allow devices not plugged into an AC source the ability to draw power from your internet.

Router

Like many things on this list, you need to determine if your router is able to handle the new traffic from VoIP. If your router doesn’t have Packet Per Second (PPS) capability, you should upgrade it. PPS capability provides traffic shaping and allows you to prioritize voice and video data on your network.

Firewalls

Software-defined firewalls are vital to VoIP Business Phone System preparation. Software-defined firewalls are designed to filter internal data traffic and packets as opposed to only data traffic.

These tips should aide you in making the proper decisions regarding your new VoIP system. If you have any questions regarding VoIP or business phone systems in general, please contact Advanced Communication Systems today at 800-750-3624. You can also follow us on Facebook.

Five Features to Look for When Selecting a School Business Phone System

school business phone systemIt may not be the first thing you think of when it comes to the needs of a school system, but business phone systems are one of the most important aspects of keeping students, teachers, and staff better informed and safe. Unfortunately, many school systems are still using decades-old phone systems. Such systems necessitate frequent maintenance and typically end up costing more than merely purchasing a new system. Newer VoIP (voice over IP) offer a much better alternative business phone system for a school system. Below, we’ve listed five features to look for when selecting a school business phone system.

Emergency 911 Monitoring

These days, schools must be vigilant about the safety of their students and staff. Whichever school business phone system you purchase must include a built-in emergency monitoring feature. Newer VoIP systems can notify school administrators via their desk phones and email when someone makes a 911 call. The notifications even tell you which room number initiated the call. This is important because the emergency dispatcher can also quickly recognize which room to send emergency assistance to.

Flexible Extension Dial Plan

Emergency 911 Monitoring is quite dependent on this next feature. Most schools require six-digit extension dialing, which will permit them to build an organized dial plan. Schools typically use the first two digits in the extension to specify the building, the third digit to specify the floor, and the last three to specify the room number. Flexible extension dialing not only makes emergency 911 monitoring possible, but it also creates cohesion and convenience in your dial plan.  

Ease of Use

Once you finally have a new VoIP phone system, you don’t want to spend a lot of time trying to figure out how to use it. A properly designed school business phone system should be easy to operate. It should also be easy to access via the internet so that you can make adds, moves, and other changes.

User Training

Many people don’t like change. Attempting to switch your staff to a new phone system can present a difficult adjustment period. To ease the growing pains, you should have training sessions on the new system. Not only does this shorten the adjustment period, but it also allows your staff the opportunity to take full advantage of VoIP’s features.

Price

As with any purchase, price can make or break your decision. Who wouldn’t love to have the latest and greatest? Sometimes though, you have to prioritize your needs so that you don’t burst your budget. However, one of the advantages of VoIP is that it tends to pay for itself; with little upkeep and maintenance fees, you’ll inevitably find that after time it costs you less than hanging on to your old system.

If you have any questions business phone system questions, please contact us. You can also follow us on LinkedIn.

Tips For Protecting Your Employees From Cyber Security Attacks

cyber security attacksCurrently, cyber criminals are abundant on the Internet. They have a plethora of methods in which to penetrate your system. If you are not careful, they will attack your system. This means that you will have to educate your employees on the risks of cybercrime, as well as the methods used. Below are some tips for protecting your employees from cyber security attacks.

Educate Your Employees on the Warning Signs

There are typically red flags concerning cyber security attacks. Unfortunately, these signs aren’t always obvious. Foreign items on your computer, extremely slow Internet, and suspicious email activity are all indicators of security attacks. The general rule of thumb when it comes to cybercrime is that it is better safe than sorry.

Test Your Employees

Always test your staff on cyber security attacks. This doesn’t have to be formal testing, but oral quizzes or interactive games can be beneficial for ensuring that they—and your company—won’t become victims. The more you cover this material with your employees, the better prepared they will be when they inevitably face a hacker.

Require Your Employees to Attend Trainings

When permissible, you should mandate that your employees attend cyber security trainings. This should include your IT team, even if they are already versed in cybercrime. Technology changes from day to day, and cybercrime is no different. There is always something new to learn concerning cyber security attacks.

Unfortunately, hackers are developing new techniques every day. If you don’t have continuing conversations with your staff, you will likely run into problems. You should also dedicate time to cybercrime in staff meetings or online trainings. The alternative could cost you a lot of time and money.

If you have any questions on cyber security, or other Business Phone System questions, please contact us. You can also follow us on Twitter.

Useful Call Transfer Tips

call transferOne of the most useful—and taken for granted—features of most business phone systems is call transfer. Call transfer is important to the general cohesion of a company. However, perhaps the most important benefit of call transfer is that you can route you customers to the appropriate department. Transferring customers effectively can drastically improve your customer satisfaction levels. The two most common types of call transfers are blind and warm transfers. Below, we’ll delve into the specifics of both.

Blind Call Transfer

A blind call transfer is when you transfer the call to a different phone or person without speaking to that person first. You merely answer the call, figure out who the customer needs to speak to, then transfer it to the proper person.

Blind transfers are great for customers seeking basic information. By using a blind transfer to send these callers onward, the customer spends less time on hold. Blind transfers are also useful when shorthanded and you require help assisting customers.

Warm Call Transfer

Warm (or Attended) call transfers occur when you need to provide information to the person you are transferring the call to. As opposed to blind transfers, you don’t simply transfer the call along and hang up. Instead, you put the customer on hold and then dial up the person you wish to transfer the customer to. Then, you can brief them on whatever issue the customer is having.

Warm call transfers are especially useful if your customers experience varied issues. They also provide higher levels of service; when the receptionist can brief the appropriate colleague on the customers’ issue, the customer doesn’t have to spend time re-explaining their problem.

Knowing how to take advantage of call transfer can improve the general cohesion of your company. At the same time, it can also improve your customer satisfaction levels. If you have any questions regarding business phone systems, please contact Advanced Communication Systems today at 800-750-3624. You can also follow us on Facebook.

The Most Important Considerations When Buying a Small Business Phone System

small business phone systemThere is a vast array of small business phone systems on the market. When a small business wants to upgrade or switch to a different phone system, the choices can seem overwhelming. Many small businesses operate on an Internet Protocol (IP) network. This is the same network that connects employees, devices, and information recourses. Thus, how does a small business choose the most appropriate phone system for their specific business? We’ve assembled the most important considerations when buying a small business phone system below.

Know What Your Users Need

At the end of the day, your small business phone system only needs to do one thing: give your people the tools to be more efficient. Do your workers need one phone number to ring to multiple devices? Do they need prompt access to mobile communication or video? Therefore, these are features and capabilities you may want to include:

  • The ability to make and receive calls from smartphones or tablets
  • Automated attendant
  • Mobile softphones, for using a computer as a phone
  • Video or web conferencing support
  • Paging and intercom
  • Unified messaging (including email, text message, or phone notifications)
  • Instant Messaging
Be Prepared for Change

A great small business phone system can change the way your employees conduct their daily workflow. While all change requires an adjustment period, it should be a good change! A new small business phone system that doesn’t improve the way your office functions, probably isn’t the one for you.

Reduce Your IT Costs

The fantastic thing about small business IP phone systems is that they also consolidate your communications into one platform. Not only does this decrease IT strains, but it also reduces communications expenses.

Talk to Your Trusted Advisor

Before making a purchase, you should always speak to a provider or vendor. They are knowledgeable in what features and capabilities best fit your company’s business goals.  

If you have any questions business phone system questions, please contact us. You can also follow us on LinkedIn.

How to Handle an Obsolete Business Phone System

obsolete business phone systemIt happens to the best of phone systems. At first, your business phone system simply requires more repairs and updates than it used to. Soon, the maintenance fees pile up and you have a difficult time finding technicians and general support for your system. One day, your provider announces the End of Life for your system; you now have an obsolete business phone system.  

What now?

What End of Life Means

The first thing you should know about having an obsolete business phone system is that it won’t be available after the end of sale date. Unfortunately, you won’t be able to purchase new or replacement parts after this date. This is problematic for businesses who wish to expand or require repairs on their system.

Your obsolete business phone system also won’t be able to receive updates. You shouldn’t underestimate how important those updates are; without them, your system will be vulnerable to security threats.

At the end of the day, if you experience issues with your phone system, there won’t be anyone to call. Your only option if you stick with your obsolete business phone system is to search out technicians who have experience in older technology. That can get expensive very fast.

How to Handle End of Life

Therefore, one of the best things you can do if you have an aging phone system is to get a technology assessment. A technology assessment will determine if there is a better way for your business to meet its communication needs. Cloud communications are a fantastic option if they have reliable internet, and companies who switch to the cloud often experience consolidated costs and expanded features.

Even if the cloud isn’t for you, you must begin researching alternatives as soon as possible if you have an obsolete business phone system. If you are proactive, you can make the switch to newer technology without any disruption in your workflow.

If you have any questions on aging Business Phone Systems, or other Business Phone System questions, please contact us. You can also follow us on Twitter.