Tag Archives: voice

Five reasons for Small Businesses to Switch to VoIP

Five reasons for Small Businesses to Switch to VoIP

VoIP, or Voice over internet Protocol to give it its full title, is a concept at the vanguard of the telecommunications industry which, if you haven’t already heard about, will become an increasingly familiar part of all our lives in the near future. But what is it and how can it benefit small business users?

The concept (which has a number of interchangeable titles such as Voice over Broadband, VoBB) actually covers a set of technologies whereby voice data is transferred in essence, over the internet. The service is distinct from the traditional telephony systems of the public switched telephone network (PSTN) which transmits both analog and digital voice data on a combined network of physical cables and wireless connections, using switch exchanges to connect the network together. In contrast VoIP transmits voice as digital data packets across internet connections, encoding and then decoding the packets at each end. VoIP packages can therefore vary in terms of the functionality they offer, often depending on the software that is supplied by the VoIP provider.

There are three main types of VoIP that can be combined within a single package, IP Phones (or VoIP Phones, which can be used just as traditional handsets), Software VoIP (which runs from a computer) and Mobile VoIP (or Mobile and Integrated VoIP). In fact you may already be very familiar with one example of this technology, an example of software VoIP which has permeated many of our social activities – Skype.

At a business level, users of a traditional telephony system need to implement a network and hardware, such as a PBX exchange, on site to split their incoming connection in order to provide the separate lines amongst their staff. However, with IP telephony such as VoIP, the service can use existing data networks to create the required number of lines.

As a consequence there are significant benefits to be had from switching your business to a VoIP service:

1. Improved Functionality
As briefly touched on above, a VoIP service can provide a business with many more communications options than a traditional telephone system. Most packages will include a software element which drives the functionality and which can be kept up to date remotely by the VoIP provider so that the business continues to benefit from the latest developments in the technology.

With enhanced software driven communication channels such as video conferencing and the fact that the service is not tied to a geographical location (e.g., colleagues can be accessible on simple extension numbers in different offices in different locations) businesses can cut unnecessary travel and costs and open channels which may have previously been difficult to access – without the need for heavy investment in expensive hardware.

Moreover a VoIP service can change and improve the way in which your business operates with many efficiencies to be had thanks to functionality such as the ability to dial simply by clicking on phone numbers on a PC, integrated computer based phone directories, self-managed caller ID and the scope to assign both multiple numbers to a single phone and a single number to multiple phones.

2. Improved Customer Service
By taking advantage of the extensive functionality generated by a VoIP service a business will no doubt enhance the way in which they operate and work with their customers, however using VoIP can also boost customer service in a number of more direct ways.

Handling of calls can be improved with features, such as ring groups, transfers and forwarding and even automated call handling coming into the reach of smaller scale businesses, ensuring that calls are dealt with by the right people in a timely manner. This can not only improve customer satisfaction but present customers with an advanced phone service at an affordable cost giving them the right impression of your business irrespective of its size. Previously this has been the reserve of big business with big budgets.

A company can even give its customers a free contact channel by supplying them with VoIP enabled telephones.

3. Flexibility
VoIP can greatly improve the flexibility of a business in a number of ways. One key area is the ability of business to respond and adapt to changes in personnel due to positive or negative growth. VoIP offers more cost effective scalability than traditional fixed line telecoms as you need only pay for the exact number of lines that are needed at any given time with less hardware to upgrade – depending on the package, the handset or headset may be the only the outlay required for a new line.

What’s more, many VoIP packages come with the capability for the business to use a simple piece of front end software to configure their network to their business needs as and when they need it rather than depending on third party providers

A VoIP product can also offer flexibility in the manner in which a business operates. Staff can work whilst being fully mobile, receiving their communications in a variety of ways – email, voice calls, instant messaging – on a variety of devices – smartphones (mobile VoIP), landlines – ensuring that they are easily in contact with colleagues and clients whenever they need to be. And all this using the same number, wherever they are in the world. Traditional phone systems, conversely, which rely on a physical network with physical exchanges connecting the relevant elements of the network, are often defined by their location.

This has further benefits for business in the event of an office or workplace becoming unavailable. A switch to VoIP will allow a business to set redirects to mobiles and handsets in other locations from any device with an internet connection. Therefore ensuring interruptions to customer service and operations are kept to an absolute minimum, without needing to physically access the office and manipulate any hardware in situ.

Last but not least of course is the fact that VoIP systems are fully integrated with traditional PSTN services so users will not have any trouble communicating with the rest of world.

4. Unified Communications
Unified communications is a term used to describe the integration of different communication channels which is made possible by the fact that VoIP uses the same data networks as other data transfers to handle voice data. As a result it may be possible using VoIP to easily switch between voice and instant messaging, receive voicemail messages into an email client, share and collaborate on documents through your VoIP software whilst discussing them on call and even integrate Customer Relationship Management (CRM) databases with telephone systems.

5. Cost
Switching to VoIP phones will arguably lead to a host of efficiency savings and operational improvements as a result of the aforementioned benefits, which therefore mean indirect cost savings. Improved communications in general, telephone and video conferencing in particular perhaps, can reduce the need for business travel and in the current climate that is an increasing expense.

However, there are also plenty more immediate savings to be had when switching; for example, the fact that businesses are able to use their existing data networks (no need for additional voice networks) and therefore potentially reduce the installation and maintenance costs of their network infrastructures. The only hardware needed are the phones/handsets, the hard work is done by software.

Furthermore, the actual costs of renting an equivalent of better VoIP service from a provider are likely to be significantly lower than a traditional service (due in part to the fact that this is a growing worldwide market with healthy competition). Whilst the services that are often considered extras in a traditional package will often be included in standard VoIP billing or be available at a far cheaper rate.

Whatever size of business you operate switching to VoIP can generate both cost savings and significant improvements in your operations and services. However, if you are a small business the switch to Business VoIP could give you that leading edge over your competitors and ensure that you are free to develop your business efficiently and dynamically.

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Call Center Abbreviations

Call Center Abbreviations

Copyright (c) 2008 Hani Masgidi

In the contact center industry we come across a lot of abbreviations and expressions that are used very often without having a clear definition about them. He You will find a list of these expressions with their definitions .

Automatic calls distribution – ACD
A computerized phone system that responds to the caller with a voice menu -IVR and connects the call to the appropriate CSR according to a set of parameters -e.g priority of skills or longest available time . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.

Computer-telephony integration – CTI
Is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD -Automatic calls distribution

Interactive voice response – IVR
Is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.

Call Work Code – ACD
A number, up to 16 digits, entered by ACD agents to record the occurrence of customer-define deviants -such as account codes, social security numbers, or phone numbers on ACD calls.

Key Performance Indicators -KPI
Factors that show certain standards and guidelines to maintain productivity.

Service Level Agreement – SLA
A contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Services for customers can be measured, justified, and perhaps compared with those of outsourc­ing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be available; The number of users that can be served simultaneously; Specific performance benchmark to which actual performance will be periodically compared

Average call waiting – ACW
The time from the person reaching the number being called until the CSR picks up the phone -~20seconds

Average Talk Time -ATT
Time frame within which the customer is kept in the phone -~2minutes

Average Hold Time -AHT

Period of time during which the customer is kept on hold -has to be as minimum as possible

Customer Service Representative – CSR
Person attempting and handling all the calls, providing the customer with any inquired information.

Senior Customer Service Representative – SCSR
CSR who is not only handling the calls but also conducting telesales.

Team Leader – TL
person who plays leading role among the team, setting up an example and responsible for couching, training, guiding, motivating and encourage the CSRs to accomplish the assigned tasks as well as coordinating externally and internally and drive the team ahead towards the potential vision.

Supervisor – SUP
A person who is a step above the team leader and below the managerial level, responsible for the day-to-day performance of the group, should have the authority, to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline CRS, or responsibly to direct his team leaders on the efficient ways to achieving the department goals , adjust their grievances, or effectively recommend an actions to resolve the raised issues. It is not of a merely routine or clerical nature, but requires the use of independent judgment.

Customer Relationship Management – CRM
Entails all aspects of interaction a company has with its customers whether it be sales or service related. The Computerization way of interaction is recently being used in the market approaching the new strategy in serving customers with each new advance in technology, especially the proliferation of self-service channels like the WEB and WAP phones, more of the relationship is being managed electronically and therefore organizations are looking for ways to personalize online experiences through tools such as help desk software, e-mail organizers and Web development.

Internet Contact Center – ICC
Where all the required contacts and inquiries can be kept in one database, and viewed by all of the users. ICC has such features as Universal Queue, real-time and historical reporting, web collaboration, email transfer, etc.

Voice Over IP address – VOIP
A category of hardware and software that enables people to make telephone calls via the Internet. In simple words these hardware and software converts the voice signals into packets of data, which are transmitted on shared, public lines.

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YourCall Center Industry resources and call center management kit

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Keep Track of all Cash Transactions with Ease

Keep Track of all Cash Transactions with Ease

The margin for human error is significantly reduced when you invest in accurate currency counting machines. Even if the cashier is distracted while counting the currency s/he has been given, the machine carries on its function of counting notes. There is a small rider here. You must remember to bunch notes of the same denomination when you give it to the counter. Otherwise, you are going to be in deep trouble as your math will go horribly wrong. Given that most businesses, especially the retail outlets, have major cash transactions through the day, you don’t want to lose out on business because an impatient customer is not willing to wait while cashier counts the cash presented to him.

With portable electronic cash registers you can work faster as it is easy to carry out the functions related to the sale and purchase of products without any problem. When the purchases increase, it operates efficiently to generate the necessary documentation which reflects the purchases of commodities. Generally, the machine is able to give details such as the date, time the commodity was sold, and the total sum of sales. This enables swifter and more accurate tallying of all sales made in a day. This register can also be carried from one place to another making it very suitable for people who conduct their business at any point they move to. Its small size and light weight make it more advantageous.

Revolutionary improvements in the point of sale systems indeed bring about endless possibilities to businesses struggling to survive amidst economic constraints. Installing a retail cash register or not only speeds ups the sales check-out process, but also handles business functions such as staff check-in, inventory control and accounting. It can become the nerve center of your business since even first timers can quickly learn how to operate it.

Keep a close eye on your home to see who is invading your private study or lurking around in your office at any time with GSM remote security camera. Guarantee the safety of the small one with wireless baby monitors. Scan and preserve important files, receipts, and any other documents easily with cordless handheld scanner. Or you can record voice and telephone calls with Digital voice and telephone recorder.

Takabis are the biggest existing wholesale provider of hi-tech gadgets, electronic gadgets, point of sale, computer accessories, digital camera & camcorders, audio & voice recorders, home audio & video, office equipments & car accessories for more.. Visit: Our Site

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CCIE Voice Labs Equipment Preparation Guidelines

CCIE Voice Labs Equipment Preparation Guidelines

Cisco CCIE Voice Labs Equipment is amongst the most esteemed and also commonly knows certifications within the IT sector. Frequently it’s in comparison with Doctor of philosophy in networking. Many people certified along with CCIE certification are gurus in a single or over areas of networking. The most well-known as well as the most popular is the CCIE in Routing and also Switching, yet there are more CCIE paths, as well. Network basic safety specialists are generally certified as CCIE Safety, VoIP experts as CCIE Voice Labs Equipment, by way of example. Various other tracks consist of Service Provider, Wireless, Storage area and also Service provider Operations. No matter what the track, the one thing is definite – personal certified as CCIE went through difficult preparation as well as even far more tough on-site hands-on examination, sent by Cisco. Certification is run through Cisco, but is definitely recognized and also taken as certificate of extreme networking proficiency along with achievement by anyone.

The most significant property value of this kind of certification is the fact there aren’t any shortcuts, cheats in addition to so-called “brain-dumps” which they can use! Since it’s an on-site, hands-on assessment that continues 8 hrs, it’s simple to envision precisely why. Additionally, Cisco has appreciated as well as developed their CCIE program since 1993. Voice Labs Equipment authorized individuals carry lots of advantages at their companies, just like improved/faster permission to access appropriate help teams within Cisco, yet considerably more important, by being professionals who could be counted on.

Exactly what does one particular should want to do in becoming CCIE? Here I will discuss tricks for the efficient CCIE Voice Labs Equipment preparation by Network Communications Solutions.

Be ready for as a minimum 6-9 months of very long days as well extended nights of tricky study in addition to work! If possible, prepare to have one or more month prior to your test date absolutely committed to study!
Cisco CCIE is definitely expert-level certification and therefore demands people who find themselves certified Cisco CCIE Voice Labs Equipment to get professionals within their specific grounds. This involves plenty of reading and plenty of exercise. Acquire knowledgeable about Cisco’s website as well as products, and also accessible guides off their publishing company, Cisco Press. (Network Communication Solutions)
Find the CCIE course that matches your interests in addition to recent an understanding of networking. Equally as a note, offered trails are: Switching, Security, Company, Service Agency Procedures, Wireless and also Storage.
Research, create and also complete the written certification examination for the actual chosen track. For many of us well-known tracks, Cisco Press has released qualification books most likely; this is simply not a major challenge for almost all students. Preparing properly for the diploma exam is going to pay off in the course of preparation, since this must provide reliable theoretical history.

Choose trustworthy CCIE coaching partner, along with confirmed track record along with methodology, coupled with mixed thoroughly studying solutions that come with detailed self-study material as well as instructor-led sessions for the 2nd section of the certification – the terrifying CCIE.

Know sophisticated theory and also ideas of this particular picked track and start technology-focused, qualified discovering through observing video at will, hearing audio at will products, in addition to practicing specific technologies. Seeing videos along with paying attention to teachers whenever you want, is a great kick-start regarding CCIE preparation. Especially with people that would like to abide by organized learning method to CCIE certification.

Training utilizing the lab by participating in more specific “Lab Experience” training lessons offered. As is the truth together with self-study material, excellent training providers give lab experience weeks, where trainees are sunken into very difficult hands-on exercise labs, directly watched by teacher with the purpose to replicate the practical experience of bringing the real hands-on lab exam delivered by Cisco. As the last-stage exam preparation aid, these can be invaluable!

Cisco CCIE Voice Labs Equipment For All from Network Communications Solutions

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Free VoIP Service – Are They True

Free VoIP Service – Are They True

When Voice over Internet Protocol was introduced through the Internet, a lot of the programs available are given free Voice over Internet Protocol services. Unluckily, those great days are gone and these days, these services are not free; but are still given at a minimal monthly charge.

However, after you have decided to buy this service, you would still be astonished with the advantages and benefits that VOIP gives. Your calls are limitless and you are able to call long distance numbers at free of charge, but you have to settle the low fee.

Don’t be concerned though as there are software that give free VOIP services, among them are Skype and AdCalls. These 2 programs allow you to call making use of the free Voice over Internet Protocol programming.

Skype enables you to make a computer to computer call to Skype users making use of a microphone and a headphone. All you must do is to get free Skype software on their site. This free call is only accessible for a computer to computer call and the individual you need to contact will have to get the software as well. If you need to call somebody on their telephone and get a call from them, you would have to buy their credits at a cheap price.

With AdCalls, you could make calls to anybody in the Canada and USA at anytime on their business, home, and cellular phone for free. You are able to call anybody in the world as well on their computer given that they also got the “AdCalls” dialer that could be seen on their site.

Even as a lot of individuals are selecting to use this service, it has its annoyances, one being the failure to call 911. The explanation for this is that the dial is made from your network instead of a telephone. This makes it not possible for 911 to track your call from the Voice over Internet Protocol phone and to know your address. When getting your 911 calls, it is not possible for the dispatcher to get any info on your location.

VOIP is fast increasing popularity and huge corporations like AOL and Verizon are all giving Voice over Internet Protocol packages. Free VoIP is the popular selection, though these days it is getting harder to find one. For consumers who aren’t prepared or who feel not comfortable w/ going to VoIP, they have the choice of utilizing IM or instant messaging services, for example YM or Yahoo Messenger.

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