Posts on Nov 2016

4 Call Routing Techniques to Incorporate into Your Business Phone System

call routing from server to computers

When you are dealing with a high volume of calls, it can be challenging to keep your customers happy. After dealing with multiple transfers and long wait times, their opinion of your brand can change dramatically. By managing the incoming calls of your business phone system effectively, you can reduce wait times and transfers, and keep your clients satisfied. To do this, you should be implementing these four automatic call distribution strategies:

Routing Based on Time of Day

While you want your incoming business phone calls to come to your main New York City office during business hours, that doesn’t mean you need to leave your customers waiting when the office is closed. By implementing time-of-day call routing, you can send incoming calls to your office during designated hours, and then route them to an outsourced business phone service when your staff is off the clock.

Routing in Specific Percentages

Instead of each call going to the same department or location, you can use percentage-based routing to keep the amount of calls equal and manageable. For example, if you have an office in New York and another one in Los Angeles, you can split the incoming calls 50-50 to keep call flow moving. You can also use the percentage method for routing to different departments within one location.

Routing by Geographic Location

If your business phone receives calls from all over the world, each call can be routed to an agent that speaks the language from that specific language. Routing incoming calls based on geographic location insures Spanish-speaking clients are greeted by Spanish-speaking agents. By getting the language matched on the first try, your clients will get the personalized service they need in a timely manner.

Routing by Customer Importance

Finally, you can make sure that your most important clients always receive speedy service by using VIP call routing. Essentially, you add specific phone numbers to your VIP list, and whenever your business phone receives an incoming call from these numbers, they will jump to the top of the queue. You can even designate a specific agent that these calls are routed to in order to ensure they receive the absolute best service.

By using these advanced call routing techniques you will be better able to give every customer the service they deserve. To learn more about call routing for your business phone, contact us today. We would love to help you keep your customers happy.

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How VoIP Business Phone Systems Can Save Startups

interior of office

As a startup, every detail matters—especially the way you communicate with your customers. Obviously, a business phone system is not optional; however, choosing between an onsite system and a VoIP (Voice over Internet Protocol) system is. When it comes to saving money and allowing for versatility, an IP phone is the best choice. Here are four ways that VoIP systems can help your startup flourish instead of fail:

Save on Startup Costs

Without a business phone system that has diverse capabilities—including call routing, toll-free phone numbers, teleconferencing, etc.—you simply cannot run a successful business. If your startup opts for an onsite business phone system, you can expect to pay a substantial amount for all of these offerings. Or you can go with a VoIP service that provides all of this, and more, for a fraction of the cost thanks to its cloud-based platform.

Eliminate the Need for a Dedicated Office

With an IP phone, you only need an Internet connection to be up and running. This means that even if you don’t have a dedicated office space yet, you can still take advantage of the many business phone system features you need. And if you find yourself traveling frequently, your business communications will not be interrupted—even web conferencing and video calls are effortless.

Simplify Employee Training

Onsite business phone systems can be complicated, which means they can be difficult to teach to new employees. On the contrary, VoIP systems are configured to closely resemble the platform today’s workers are used to: their mobile devices. Gone are the days of long training sessions and hard-to-remember protocols. Not only do IP phones allow for shorter training sessions, they also result in much fewer mistakes.

Make Expansion Effortless

You may be a startup now, but chances are, expansion is in your future. With an onsite business phone system, this upgrade can be quite costly, but with a VoIP system, it’s as easy as contacting your VoIP service provider. Whether you are expanding to multiple locations or looking to upgrade to more advanced features, any additions you need are done through the cloud for a fraction of the price with minimal effort on your part.

VoIP systems have changed the way businesses of all sizes function, and the benefits they provide are even more apparent when you are just starting out. With lower operating costs, simple expansion capabilities, and the power to work wherever you see fit, a VoIP service just makes sense. If you want to give your startup the power of a big-business phone system, contact us today.


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How Do VoIP Systems Work?

phone off the hook

Perhaps you have heard of the term VoIP before, and maybe you haven’t. Regardless, be prepared to change the way you think about your business phone system. VoIP stands for Voice over Internet Protocol, and it is a way to make and receive phone calls via digital data that is sent over the cloud.

How VoIP Systems Work

VoIP systems work a lot like email does, except you are transporting packets of audio versus packets of text. So when you make a phone call, the audio gets broken down into miniscule tidbits of data that is sent up into the cloud and then received by the person on the other end of the call. Even though VoIP systems use the Internet to work, you can still use both mobile phones and landlines to make phone calls: You are not confined to your computer. Of course, your computer is always an option.

Types of VoIP Services

While the general VoIP system works as mentioned above, there are actually several different types of service available:

  • Analog Telephone Adaptor (ATA) – If you want to keep using your landline, this is the VoIP service for you. By converting the traditional analog data from your landline into digital data, you can easily implement VoIP service into your office. Using an ATA is as easy as plugging the phone into the adapter instead of into the wall.
  • IP Phones – If you are starting from scratch, IP phones are the way to go. They are made specifically for use with VoIP systems, but they still have the look and feel of a traditional phone. An IP phone connects to your router and accesses the WiFi to make and receive calls.
  • Computer-to-Computer – As long as your computer has a microphone and speakers—and Internet access, of course—then using a VoIP service is as simple as logging in.

Make VoIP Work for You

A VoIP system is simple to implement and provides these unique benefits:

  • Since everything is done virtually, a VoIP system can save you money in startup costs, upgrading/expansion costs, and ongoing costs.
  • With the only requirement being an Internet connection, a VoIP system frees up your team and allows you to work on the go.
  • Collaboration has never been easier than it is with a VoIP system. Effortlessly set up web conferences, video chat, instant messaging, and more.

A VoIP system changes the way your business communicates. By transporting data via the cloud, it opens up a whole new world of versatility and efficiency to help your business flourish. Contact us today to learn more about implementing a VoIP system for your company.

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Is VoIP Service the Answer to Your Business Phone Problems?

man at desk in office

If you are still using an on-site business phone service for your business, chances are you find yourself frustrated. If you are dealing with any of the following problems, then a VoIP provider may be the answer to your business phone woes.

Problem: You Need Updated Features

Your standard landline receives phone calls and takes messages, but besides that, any additional features are either not available or overpriced. With a VoIP system, the majority of features you need for success—including time of day routing and remote voicemail monitoring—are already part of the package.

Problem: It’s Too Expensive to Alter Your Business Phone

With your on-site business phone, it can be quite expensive if you need to scale up or scale down your system. When you have a new hire, you have to purchase new equipment and take the time to set up the business phone. On the contrary, adding or removing employees is as easy as reaching out to your VoIP provider, and there are minimal associated costs.

Problem: You Need Better Customer Service

The interactions that take place on your business phone could hold the secret to your success. The only problem is that your standard phone system makes it challenging to know how well your team is doing with customer service. However, when you use a VoIP system, you can easily track, score, and record every phone call that takes place. With these quality assurance features in use, you will have a clear picture of where your company is succeeding and where there is room for improvement.

Problem: Your Employees Are Not Always at Their Desks

When your employees are away from their desks—whether on a lunch break or on vacation—they do not have access to your business phone service. With a VoIP system, everything your team needs is hosted in the cloud, so as long as they have an Internet connection, they can communicate with clients and with you.

Problem: You Do Not Have a Disaster Recovery Plan

Even if you have a solid insurance plan, you still risk a massive loss if you rely on an onsite business phone service. Not only could you lose data, you may also temporarily lose phone service to continue operations. VoIP systems, on the other hand, store all of your irreplaceable data in the cloud so you can access it anywhere. And as long as you can find somewhere with an Internet connection, you can maintain regular business operations.

From the abundance of features it provides to its extreme versatility, it’s clear that a VoIP system can solve a lot of the problems that you face with a standard business phone system. Contact us today to bring these benefits to your New York business.

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4 Ways to Keep Your VoIP System Safe

locked security

When it comes to business phones, VoIP systems are ideal. They are easily scalable, very cost effective, and loaded with features to improve efficiency and customer service. However, since they are in the cloud, security can sometimes be a concern. As long as you are proactive, you can keep your VoIP system just as secure as an onsite business phone:

Set Up an SIP-Based Firewall

To protect your business VoIP system, you should implement an SIP firewall. SIP, or Session Initiation Protocol, evaluates every piece of data (in the form of voice packets) that enters your VoIP system. It is able to filter out any inbound traffic that appears suspicious to keep your system secure.

Limit Access to Pertinent Users Only

Not everyone who has access to your VoIP service needs to use every feature it provides. By limiting each person’s access to only the part of the VoIP system that they actually need, you can help prevent hacks. If certain employees don’t use the service at all, make sure they have no way to get into it.

Enforce Strong Passwords

The number one way that VoIP systems get hacked is by breaking into the system via an easy-to-figure-out password. To prevent this, ask every team member to use a complicated password. It should be at least eight characters long (the more, the better), and include a combination of numbers, upper and lower case letters, and symbols. It is also wise for staff to update their password every few months to further decrease the risk of a breach.

Review Your Call Logs Regularly

If a hacker gains access to your business VoIP system, they may use the opportunity to make long-distance phone calls to other countries—phone calls that can be very pricey. If you aren’t taking the time to go over your call logs on a regular basis, you will not know these calls are taking place. Not only will reviewing the call logs help you identify possible fraud, it will give you a clear picture of the way your business is using the VoIP system.

When it comes to keeping your business VoIP system secure, it is impossible to be too careful. Check with your service provider to make sure you are implementing every possible step you can take to protect your company from security threats. To learn more about our New York business VoIP systems, and for help keeping them secure, contact us now.

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