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What to look for at a hosted PBX provider

Companies that use a hosted PBX outsource their phone system to a third-party provider, which itself handles a large portion of the responsibilities.

The most important benefits of a hosted solution are the disappearance of the costs and network problems that often occur when a small business wants to install a Unified Communications solution. Small businesses do not have the bandwidth needed to install VoIP and Unified Communications on their internal network, and soon the quality of service becomes a major issue. A hosted PBX directly eliminates this problem. The PABX provider still needs to be managed by the company, but it does not have to hire any dedicated person for that.

For small businesses with 5 to 10 connections, a hosted PBX is the ideal solution, since it does not involve any internal management of the PBX. The responsibility and administration of the PABX is in the hands of the supplier.

As with any service provider, it’s up to the customer to do their own research, compare the hosted PABX / VoIP providers, and find out who can best meet their needs.

Initially, companies should look for a provider that supports mobility. It is important for a desktop phone system to be able to interact with smartphones or other portable devices to transfer calls, but there are also brands that offer more advanced applications, allowing the user to fully manage their telephony from their portable device. This is particularly useful for companies that promote BYOD policy and want to give users access to mobile VoIP / PABX customers.

It is also important to find a supplier that the company can trust, and who can provide personalized customer service.

For example, the company may require different call queues managed in different ways, or different transfer rules. If the provider of the hosted PBX can not respond positively to these requests because of their complexity, the company will not be satisfied. It is important to find a vendor with a strong presence in the market, but who is still available to provide this kind of personalized service.

Categories: Hosted PBX Provider

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Top 5 Advantages of Predictive Dialer Software for Contact Centers

Given the intense pace in the contact centers, the effectiveness of the agents seems essential. Indeed, when it comes to customer service and sales, a waste of time can indeed be costly. However, thanks to predictive dialing software, contact centers are empowered, through automated technology, to make calls at optimal times, while automatically filtering, as for answering machines and fax machines, the busy signals. and disconnected calls. Predictive dialer software can therefore increase efficiency, sales and customer satisfaction while reducing costs. Here are five major benefits of a predictive dialer software for a contact center.

Improved agent efficiency

A predictive dialer software dispenses search agents with lists of customer phone numbers and manual dialing. In addition, the dialer determines the best time to call, anticipates when an ongoing call ends, and dials a number. It also allows call mixing, which means that the software can work with an Automated Call Distribution System (ACD) to assign calls to available agents on incoming and outgoing channels. Agents are therefore more efficient because they can navigate between these channels easily, depending on the call flow.

More powerful and smarter management

Predictive dialing software that integrates management software with their services organizes the necessary data in the same way as sales data, customer history, and contact information. The software determines the times corresponding to the first call and filters the “do not call” numbers, fax lines or answering machines to provide direct access to the strongest prospects at the most optimal time. The software automates and captures all call activity directly in the CRM to generate stronger prospect management. It also provides valuable real-time metrics and KPIs that will increase sales and improve marketing practices.

Sales acceleration

Being connected to the right customers is the key to closing a sale. Predictive dialer software therefore eliminates guesswork and brings agents directly to the customers most likely to buy. Features such as call recording, callback rules, call recording and other automated processes allow agents to save time and focus on pursuing the strongest leads and closing sales .

The satisfaction of a stronger customer service

The predictive dialing software can boost customer satisfaction: in fact, it will be contacted at convenient times, at a lower rate than standard telemarketing calls made at any time, all with the aim of offer products and services that may interest them. By reaching customers with offers that interest them and at the optimum time, customer loyalty increases.

Reduced operating costs

While predictive dialing software is used to increase the number of sales, the lower costs for the contact center are equally attractive. Fewer outgoing calls are thus placed on the (relatively expensive) voice channel, while fewer agents are needed for good call management. Deleting downtime for agents and low dropout rates simultaneously drive significant cost savings and increase profits, while predictive dialing software with integrated CRM offers the advantage of not depend on costly telecommunications or integration equipment.

In today’s society, a fast and efficient connection with customers is essential: with predictive dialer software, brands can engage effectively with the strongest leads, while providing optimal customer service. To provide the best customer service, discover Vocalcom, a global leader in cloud-based contact center software solutions , and an omni-channel premium customer interaction platform for great customer experiences. 

Categories: Predictive Dialer

Voice over IP

In the mid-1990s, one of the multimedia tools for making telephone calls was used for the first time.

To do this, you only need a PC, have an Internet connection and an application that offers the possibility of making the link. Although the quality was very low. Thus a new means of communication called Voice over IP is born, better known as VoIP, an application that allows to transmit and transfer voice and sound.

Nowadays, the popularity and quality of VoIP has been growing, which has caused a massive migration of users of conventional telephony to this system.

VoIP applications.

Some of the most used applications for this type of service or the most developed in VoIP are the following:

Asterisk: Free software application. It uses Voice over IP through a central PBX (private telephone exchange). It has the ability to connect several phones together and has the options of voicemail and conference calls. Among other applications.

Skype: Application for computers that uses Voice over IP. It offers the service of free calls among its users and the SkypeOut option, which for a fixed and reduced amount, users also have the option of calling traditional telephones.

Vonage: Company specialized in telephony service based solely on voice transmission over the Internet. It was the pioneer in offering the VoIP service.

In Xpress posting we are a company that seeks to be at the forefront in the use of software and applications that allow us to offer an excellent service with the best quality, that is why we could say that we recommend the use of VoIP applications.

Categories: Voice over IP