Voice and Phone Systems
Reliable Voice and Phone Systems for Enhanced Business Communication
Communications in Business
There are many ways to communicate in a business. Whether it be online or over the phone, everyone needs a way to get in touch. Unified communications as a service (UCaaS) describes companies that offer a full suite of communication services to other companies. With various methods of communication, it’s very important to have a centralized system that assures you can always get in touch with the people you need. Contact Center as a Service (CCaaS) is beneficial for larger businesses that require a call center service.
Benefits of Voice and Phone Systems
UCaaS
- Cloud-based services are significantly less expensive than installing all of the hardware necessary to maintain a large phone system.
- Being able to work from anywhere with access to all communications is great for remote and hybrid working options. Companies, where people have to travel a lot, would benefit from UCaaS.
- UCaaS providers also take security very seriously by storing data off site, using transport layer security, encryption of data, user access controls, tracking fraudulent activity and using session border controls to protect VoIP based networks and their endpoints.
- The cloud system makes it easy to scale up with very little fuss. Instead of buying new hardware, all that is needed is more online storage.
- Communication options give customers a better experience.
- Nextiva
- DialPad
- 8×8
- Zoom
- Vonage
- Since all of your communications will be transmitted over the internet, no additional cables or hardware will be needed to get the hosted phone system going.
- It can all be done from your web browser, or a client application.
- Video Conferencing
- Instant Messaging
- Presence
- Voicemail to Email
- Transcription
- CRM Integration
- SMS Text Messaging
- Fax Integration
- Paging
- Laptops
- Landline phones
- Mobile phones
- Tablets
- Desktop computers
CCaaS
- Cost-Effective: Reduces the need for upfront investments in hardware and software. Companies only pay for what they use, often through a subscription model.
- Scalability: Easily scale operations up or down based on business needs. Ideal for seasonal businesses or those with fluctuating call volumes.
- Omnichannel Support: Supports multiple communication channels (voice, chat, email, social media, SMS) in a unified platform, improving the customer experience.
- Improved Customer Experience: Advanced features like IVR, AI chatbots, and automatic call distribution (ACD) ensure quicker response times and personalized service.
- Workforce Flexibility: Remote work-friendly. Agents can operate from any location with internet access.
Enables better workforce management, especially with workforce optimization tools. - Analytics and Reporting: Provides detailed analytics on performance, customer satisfaction, and agent efficiency.
Real-time reporting helps managers adjust strategies quickly. - Integration Capabilities: Integrates seamlessly with CRM systems, workforce management tools, and other business applications.
- Automatic Updates: Regular updates from providers ensure access to the latest features without the hassle of manual upgrades.
- Nextiva
- DialPad
- 8×8
- Zoom
- Vonage
Define Business Needs: Assess your communication channels (voice, email, SMS, etc.) and determine required features.
Identify current customer pain points to prioritize necessary improvements.Select a CCaaS Provider: Popular providers include NICE inContact, Genesys Cloud, Five9, and Talkdesk. Each offers unique features and pricing models.
Customization & Integration: Customize the solution to fit your workflows.
Integrate with existing CRM systems, ERP, and other third-party applications.Onboarding and Training: Set up agent accounts and define roles (agent, supervisor, admin).
Provide training to agents on how to use the platform effectively.Testing and Soft Launch: Test the system with a small number of agents to identify any issues.
Ensure all integrations and features function as expected before a full-scale launch.Go Live: Once everything is tested and verified, deploy the system for the entire team.
Monitor performance in the first few weeks and tweak settings as needed.
- Omnichannel Routing: Handle customer interactions from multiple channels (voice, email, chat, social) in a single platform.
- Interactive Voice Response (IVR): Automate call handling by routing customers to the right agent or department based on input.
- Automatic Call Distribution (ACD): Efficiently route incoming calls to the appropriate agent based on predefined criteria.
- AI and Chatbots: Use AI-powered bots to handle simple customer queries, freeing up agents for more complex issues.
- Call Recording & Monitoring: Record interactions for quality assurance, compliance, and training purposes.
- Workforce Management Tools: Schedule, track, and manage agents’ shifts, ensuring optimal coverage and productivity.
- Analytics and Reporting: Generate detailed reports on agent performance, call volume, customer satisfaction, and other KPIs.
- CRM Integration: Seamlessly integrate with popular CRMs like Salesforce, HubSpot, and Microsoft Dynamics for a 360-degree view of customer interactions.
- Callbacks and Queue Management: Offer callback options for customers to avoid long wait times.
Manage queues to improve customer satisfaction and reduce wait times.
- Desktops and Laptops: Most CCaaS platforms are accessible via web browsers and are compatible with major operating systems like Windows, macOS, and Linux.
- Mobile Devices: Agents can access CCaaS via smartphones or tablets using iOS or Android, either through mobile apps or web browsers.
- IP Phones: Cloud-based VoIP phones are typically used with CCaaS platforms to handle voice communications.
- Headsets: Agents can use USB or Bluetooth headsets for hands-free communication.
- Softphones: Software-based phones that run on computers, allowing agents to make and receive calls through their internet connection.
- Integrated CRM Devices: Devices that integrate with CRM systems like tablets and touchscreens for quick access to customer data.
- Wearables (Optional): In some advanced CCaaS platforms, agents or supervisors may use smartwatches or other wearable tech for quick notifications and updates.
Telephone Systems Solutions
Providing Remote and Onsite Service
We take every possible precaution to avoid outages. Our track record of working in live facilities without impact is unprecedented.
Our work takes us all over the US. We use streamlined traveling procedures to be where you need us, when you need us.
Proactive monitoring of Critical Services
Works with dealership Third-Party Vendors
Live Tech Support and Help
With multiple teams ready to dispatch, we’re here to help you get the job done exceptionally and efficiently. Bring us in. We’ll handle it.
