Worldnet Technology Solutions

Convergence Is Cloud Computing

Improve the Call Center with SIP Trunking

by

Many call centers are discovering the benefits of Session Initiation Protocol (SIP) trunking for Internet phone systems. Through the use of SIP trunking and voice over Internet Protocol (VoIP), Public Switched Telephone Network (PSTN) technology is no longer necessary, thus making SIP trunking and VoIP more relevant in today’s call centers. In fact, PSTN technology is on its way out the door almost entirely, and SIP trunking is stepping in as the ideal replacement.

SIP trunking allows for the integration of multimedia technologies for various types of communication including voice, video, email, social media, and chat. With these solutions in place, businesses can communicate more effectively with customers and ensure their satisfaction. Unified communications (UC) has also helped increase productivity for many companies, and SIP trunking is one of the factors in its success.

There are a few specific benefits that come with SIP trunking telecom applications.

Increased Scalability

If businesses need to modify the scale of SIP trunking, they can do it simply without racking up costs. Changes made to SIP trunking services aren’t a hassle if an enterprise needs to accommodate for increased traffic and calls. Enterprises can take full advantage of their networks while experiencing higher voice quality in calls.

Unlike the quickly accumulated pricing that is seen with T1/PRI trunks, SIP trunking is priced per user or port, making it more scalable than those older models.

Reduced Overall Costs

Enterprises can find increased cost-effectiveness with SIP trunking as well. The reason for this is SIP trunking’s ability to combine data and voice, which helps reduce the collective price for these services.

Because of the lack of hardware, SIP trunking also allows remote alterations through providers, without the need for additional line cards and ports. The difference in the amount of time it takes to make these changes is hours versus days, increasing the overall efficiency of business operations. With lowered costs and higher speeds, companies can easily handle increased numbers of calls.

More International Reach

Another benefit to SIP trunking is the worldwide coverage it provides. Businesses can easily manage call centers from any location, which allows for more international staff and subsequently better communication with foreign customers. Enterprises can increase their overall spread by offering multilingual services, with native staff working with the company remotely.

Companies don’t have to limit themselves to local services when they can virtually expand their business anywhere in the world without concern for dangerously high expenses.

Call Centers that Actively Grow with the Company

The biggest difference between SIP trunking and outdated call center technology is its ultimate ability to accommodate for the expansion of a business. The lowered prices and increased scalability allow companies to grow without spending more than they have to in the long run, promoting profitability.

In the end, SIP trunking gives enterprises the ability to be as efficient as possible while improving the quality of customer communications.

4 Challenges Moving to Cloud-Based Unified Communications

by

shutterstock_88034320Migrating a business’s communications system to the cloud isn’t as easy as simply switching over. There are four major challenges to making the switch:

 

  • Cost
  • Integration
  • Security
  • Training

When looking into making a move to cloud-based unified communications systems, businesses should first consider these challenges in order to make the switch–and the ongoing system–as clean and easy to use as possible.

Cost

Upfront costs are the big consideration when moving to a unified communications system in the cloud. While the switch will save most businesses money in the long run, they may first have to pay for upgraded bandwidth in order to maintain performance. Businesses should also be aware that added features may also drive up costs by taking up more bandwidth, so only adding needed features can help keep costs down.

Integration

It can be troublesome to integrate a cloud-based unified communications service with a legacy PBX system. Users will also have to take the time to learn and become familiar with the new cloud system, and some businesses may feel safer if they have both the cloud and the PBX. Businesses should also keep in mind that some data may be better hosted on site, such as personal data or some types of software.

Security

Because data moves through the Internet in a cloud-based system – instead of through dedicated lines or remaining within the building – there are security risks that businesses will need to take into consideration. The first step is to ensure that the vendor provides security and businesses should know what the vendor does to protect sensitive data. A business can also help improve their security by ensuring that data is encrypted, especially if they have a mobile workforce; employees who use public hotspots to connect may accidentally allow someone else access to their applications.

Training

Depending on how tech-savvy employees are, training may be a simple challenge to solve, or a complex one. Many employees, especially those who are older, have spent most of their working lives using physical desk phones and a PBX system. It may take nothing more than an information sheet to train employees on the new cloud-based unified communications system, or it may take more intensive training sessions for users who aren’t as proficient with computers. Having an expert available can help, as will remembering that most users will need to have the basic calling procedure taught to them as well as more advanced features.

Migrating to a unified communications system can be rewarding for a business, but the success of moving to the cloud will be improved by keeping in mind these four challenges. Planning for and dealing with the issues that arise from cost, integration, security and training will make for an easier switch for all users involved.

The Advantages of Cloud Contact Center Agility

by

shutterstock_85655518Forbes has recently made it clear that the mid-size company is responsible for much of the US’s economical growth, covering nearly 44% of US job growth. Mid-size companies might be known for being particularly innovative, but they also have a reputation for competitiveness. They can be large enough to effectively command scale and small enough to be agile simultaneously, making them ideal for agile contact centers.

Improving Business with a Cloud Center

Cloud contact centers can drastically help improve business, helping separate businesses from less developed competitors in any industry. Cloud technology gives businesses more flexibility and can help them achieve more of their customer acquisition goals in the long run. Cloud contact centers can allow for more modernization in customer contact, bringing additional social media, mobile interactions and other digital channels to the forefront in customer communications. With cloud technology, your business will easily be able to move ahead of your competitors.

Innovative cloud technology can hugely benefit your company. You will be able to make customer interaction both simpler and more innovative, with customized mobile applications as well as more unique selling methods for your services. You will also be able to connect with customers via social media outlets, further improving customer interaction.

Many contact centers aren’t efficient enough to allow for effective communication with customers, but with a contact center utilizing cloud technology, you may find that your business improves the way you always wanted it to. Gone are the days when customers had to reach out to businesses, waiting for a response that could come days later. Customers expect quick and understanding customer service that comes through live chat systems, social media or phone calls.

Combine Technologies

Businesses can easily improve their contact centers by implementing the latest cloud technologies and generally improving their business operations, providing omnichannel engagement and other methods for personalizing customer interaction. One of the ways this improves customer and client communication is through additional transparency in operations. Clients will be able to understand how the companies they work with are helping them more specifically, and companies will be able to understand how their clients are utilizing their services.

With agile cloud contact centers, your customers will be able to communicate with you in a much more effective way. Companies using contact centers on the cloud will no longer have to worry about customers being unable to contact them when they want, as cloud contact centers allow for many different contact outlets.

Follow Us

We know the way.