When purchasing a new phone number for your business, you will be able to choose between different number types.
In this post, we will explain the differences between toll numbers and toll free numbers.
Understanding the Difference Between Toll and Toll Free Numbers
A phone number is either toll or toll free. The difference between the two number types is the concept of a “toll,” which refers to a fee or tariff. Calls to a toll number incur a charge, while calls are free to a toll free number.
What are Toll Numbers?
Toll numbers are your regular telephone numbers where the caller is charged per minute for calling. This is not an official number type. It is referred to as a toll number because it charges a toll for calling. Therefore, if you are charged a local calling rate when calling a number, then it would be considered a toll number. Toll numbers usually consist of home phone numbers, local numbers, and so on.
Premium Rate Numbers
Premium rate numbers are a type of toll number, specifically 1-900 numbers, that use a pay-per-call model to provide services via calls and charge higher than normal rates. Unlike a regular call, part of the charges for these calls is paid to the business using the number. This way, businesses could be funded via these calls. For example, a caller would call a business (e.g, psychic services) and pay for the minutes and time spent on the call as part of the service itself. These numbers were commonly used for tech support, chat services, directory questions, weather forecasts, televoting, consulting, and so on.
Toll Free Numbers
Toll free numbers are the opposite of toll numbers in that these numbers are toll-free. In other words, callers do not incur a charge for calling these numbers. The format for these numbers is very distinct and different from regular phone numbers. They usually begin with a special prefix such as 1-800, 888, 877, 833, and so on, followed by a subscriber number.
However, there are certain rules. For example, calls to a country’s toll free number are free only when called from within the country. A US toll free number is free to call by locals and businesses within the US.
Benefits of a Toll Free Number
TFNs are generally used by well-established businesses as a way of making it easier for customers to receive support. A local customer does not have to worry about calling fees when dialing a toll free number. This, therefore, encourages them to place calls to inquire about a product or speak with customer service.
Additionally, since TFNs have been traditionally used by large corporations, getting such a number for your business can build trust. Customers will appreciate your efforts to make your business accessible and easily reachable.
Reasons to Consider an International TFN
Furthermore, you can even use an international toll free number to extend operations to different countries around the world. How this works is you get an ITFS number for a country and callers within the country can call your number for free. These incoming calls get forwarded to a destination number of your choice in your specified country. For example, your UK business can get Singapore and Australia toll free numbers through a service provider like United World Telecom. Then, callers in Singapore and Australia can call their respective numbers for free, and you can have those calls routed to your UK office. ITFS numbers help businesses expand globally without moving physically.
Speak with an Expert About Toll Versus Toll Free Numbers
If toll or toll free numbers are what your business needs, then we can help! You can buy global phone numbers for more than 160 countries around the globe. And so, whether you want to offer free calling within your country or for other countries, we’ve got you covered. Sign up on our homepage today or call us to learn more!
We write a lot about SIP. That’s because we have been a leading SIP trunk provider for over twenty years. Read on to learn more about SIP servers and how they work.
What is a SIP Server?
A SIP server or SIP proxy processes session initiation protocol (SIP) requests. This server is the main element of an IP private branch exchange. SIP is an internet protocol used to initiate and receive voice and video communication by transmitting data packets across an internet connection. This enables the quick and easy transmission of SIP calling between 2 or more parties.
How Does a SIP Server Work?
A SIP server works alongside a voice over IP or VoIP phone system. Both systems together make cloud communications possible. A SIP proxy can:
Set up a session between 2 or more endpoints; such as audio or video conferencing between 2 or more parties
Replace one endpoint for another; during call transfer or routing
Negotiate and adjust media parameters and specs during a session; such as putting a call on hold
Terminating a session
It is important to note that the SIP server does not actually transmit media. Media transmission is performed by a media server using the RTP protocol. Within an IP-PBX, the SIP server and media server are present on the same machine. However, a high-volume SIP server like a VoIP provider may separate the two servers on different machines and balance the load.
Additionally, there is no fee or charge to get a SIP address for your server. These addresses connect to unique phone numbers. This enables each user on a SIP network to have a direct inward dialing number to place calls. Furthermore, companies can use these systems in a package such as a hosted PBX.
1. Stateless SIP Proxy: This type of SIP proxy receives and transmits messages but does not keep any record of the transmission. A stateless SIP proxy works this way: Send > Receive > Delete. This server works at a faster speed because of its limited functionality. Additionally, this simplicity in functioning makes it desirable to small businesses as they can easily scale and upgrade their SIP system.
2. Stateful SIP Proxy: This type of SIP server transmits as well as stores messages and information to access later. Because of this functionality, it can pick up a request message and try again. Or, it can reroute the message through another aspect of the network. A stateful SIP proxy works this way: Send > Receive > Save. An example of this is Time of Day Routing that routes incoming calls based on the time of day and predetermined rules. For example, calls made to a business after hours can be forwarded to a different office location or remote agent.
What Does SIP Trunking Do?
SIP trunking is a service that enables your PBX system to send VoIP and SIP calls over the internet. This service works with virtual telephone lines and sends and receives messages through bandwidth data. You can get multiple SIP trunks and cover various geographic areas. SIP trunking makes it possible for your business to expand operations beyond your immediate location.
Benefits of a SIP Proxy and SIP Trunking
SIP servers and SIP trunking have become increasingly popular with businesses of every size. Here are the top benefits of switching to SIP:
1) Enable Unified Communications SIP trunking enables voice, video, and text messaging from one platform. There’s no need to invest in different services to keep your communications stable. You can make and receive high-quality calls, audio and video conferencing, and texting from SIP trunking.
2) Forward Calls With a SIP server, you can quickly and easily forward or direct incoming calls to several SIP and VoIP devices. This is helpful for any office with a busy call volume. Plus, with a stateful SIP proxy, you can save and access calls or messages that didn’t go through the first time and try again later.
3) Cut Communication Costs VoIP and SIP are in demand because it not only offers high-quality communication but also a comfortable price. Sending and receiving voice, video, and text over a SIP server costs almost nothing to users.
4) Network Security Secure VoIP is a necessity within any business. A SIP server protects your communication system from hackers by disconnecting calls and users without credit or authorization.
5) Access to VoIP Features With SIP trunking, you can gain access to useful voice over IP features that can help organize calls and provide a professional image to your business. Features include, but are not limited to;
Call forwarding and routing options
Automated greetings
Analytics and reports
Unlimited extension, and so many more
Where Can I Get SIP Trunking?
United World Telecom can help! You can buy SIP trunks directly from our website or contact one of our experts to learn more.
As with any business, it is important to be aware of the ongoing trends and developments in the industry. Furthermore, it is essential to know what customers expect from your business at the current time. Here we discuss 7 practical solutions and call center tips to help your business stand out among the competition.
2024 Call Center Tips
The following call center tips are suggestions for call centers that do not have these solutions in place. Staying competitive in 2024 means staying relevant, providing easy access and quick resolutions, and keeping with the trends.
1. Be Aware of TCPA Compliance
First and foremost, ensure your call center is TCPA compliant. Be aware of the current and upcoming TCPA compliance regulations to avoid fines and lawsuits. TCPA guidelines for call center telemarketers and robocalling state that telemarketers must:
Obtain written consent from consumers before robocalling consumers
Not use an existing relationship with a customer to avoid getting written consent
Offer an automated “opt-out” mechanism or Do-Not-Call feature during each call so that customers can tell the marketer to stop calling
2. Consider Call Center AI
If you do not already have call center AI tools, then now is the time to upgrade. Automation and AI tools can help improve efficiency and streamline processes so everything runs smoothly. Certain tools may even interact with customers and offer solutions to common questions or provide troubleshooting help, without the need of an agent. It is important to note that AI does not necessarily replace live, human agents because customers will want to talk to a live person at some point. Automation merely helps organize calls and take care of simple, mundane processes.
There is a variety of call center AI tools offered by virtual phone service providers. For example, some common call center automation tools include:
One of the most important call center tips is to continue to maintain call center QA. Quality assurance (QA) is the process of studying how your call center performs in terms of quality and working on areas of improvement. Some ways to improve and maintain your call center’s quality assurance is by:
Training agents and providing training materials regularly
Sitting in on agent calls or reviewing recordings of calls during performance evaluations
Using assessment tools to evaluate agent and call center performance
Conducting workshops and seminars
Creating and using professional scripts
Collecting feedback and analyzing data to identify ways to improve performance
Providing agents with the right call center software tools to aid them in their jobs
Providing valuable incentives to boost performance
4. Plan for Remote Team Management
The COVID-19 pandemic led to many businesses working from home in 2020. As a result, call centers have found usefulness in virtual call center software that helps agents stay connected and continue to make professional business calls from any location.
This trend will continue into 2024 with many call centers moving to the cloud or converting to cloud-based contact centers. Virtual call center software comes with a variety of tools to support remote working and remote team management, such as:
Outbound calling with customizable caller ID
Cloud-based dialers that can be used from any location and any device
Call detail records and metrics that can be used for performance evaluations
Inbound and outbound call recording
These tools help virtual call centers remain active and continue to work efficiently, irrespective of where agents are located. Furthermore, there are tools that call center managers can use to observe and evaluate their agents’ performance.
5. Track and Measure Call Center KPIs and Metrics
Collecting data and tracking call center metrics goes a long way in understanding how your call center is performing and how it can do better. One of the most common call center tips you will hear when starting a new call center is to identify key metrics or KPIs and track them. Most call centers track the following call center KPIs to evaluate performance:
You may even want to consider omnichannel solutions for your call center. Most call centers specialize in phone and email conversations. However, there is a growing preference for live chat, chatbots, and video conferencing as customer service options. For this reason, switching to a multichannel support model may prove more useful to your call center.
7. Continue to Offer Excellent Customer Service
Lastly, continue to train and motivate your agents to offer excellent and empathetic customer service. Research shows that going into 2024, customers expect high-quality care with empathetic and quick responses for customer support teams. Keeping these trends in mind, retrain your agents with a focus on empathy, respect, patience, and positivity. 2023, 2024, and 2025 were trying for us all but 2026 can certainly be more considerate.
Improve Communications with Virtual Call Center Software
Need help finding a reliable virtual call center software provider? United World Telecom can help get you set up with virtual call center software and advanced communication tools. Browse our features online or speak with our experts to learn more!
Are you planning to open a business in the UAE or expand your current business there? To enter this Middle Eastern market smoothly, one must consider and be mindful of a few important factors. For example, what is the best way to enter the market? What regulations does your business need to follow? What resources do you have available? Here, we highlight important contacts, business etiquette, and resources to do business in the UAE successfully—from getting UAE virtual phone numbers to business etiquette, and more.
How to Do Business in the UAE?
The UAE is a constantly developing economy bringing new opportunities for investments regularly. There are a few different reasons, according to a PWC report, to want to do business in the UAE. Among these are:
One of the most liberal trade regimes
Opportunities in trade, banking, tourism, real estate, etc.
Strong infrastructure
Reliable banking system
A tax-favorable environment, and more
Starting a business in this Middle Eastern country is quick and easy! So, what do you need to keep in mind to successfully do business in the UAE?
UAE Free Zone Authority for UAE Free Trade Zones (FTZs):
TwoFour54/Abu Dhabi Media Zone
Jebel Ali Free Zone
Dubai Airport Free Zone
Sharjah Airport International Free Zone
Dubai Media City
Dubai Internet City (DIC)
2. Where to Get Business Numbers?
To build business relationships in the UAE, you will need UAE virtual numbers. Virtual phone numbers help you establish contact with local residents and businesses even if you are located in a different country. Calls made to your UAE virtual business number will be forwarded to a location or number of your choice. This could be your main office, smartphone, etc.
United World Telecom offers a variety of UAE business phone numbers:
UAE toll free numbers — Local residents and business contacts can call these numbers for free
UAE geographic or local numbers for Dubai and Abu Dhabi — These are business numbers with local area codes. Locals pay regular calling rates and your business will be perceived as a local one.
Whether you are traveling or simply want to test the UAE market before making an investment, UAE phone numbers create communication channels without the need to be physically present in the country. You can then start to offer sales and customer support services.
3. Business Etiquette in the UAE
When working in a new country, respecting the country’s culture and norms is essential. Here are key notes on UAE business etiquette:
Be aware of UAE public holidays; avoid holding meetings during prayer times and holidays.
Exchange business cards with both hands after introductions, during meetings; don’t offer anything with the left hand.
Personal relationships are important; invest in face-to-face meetings.
Plan and schedule meetings in advance with extra time.
The workweek in the UAE runs from Sunday to Thursday; Friday and Saturday are rest days.
Don’t forget your manners and be courteous.
When interacting with a group, greet the senior-most person first.
Be patient, especially during meetings.
Hospitality is important; meetings occur over lunches or dinners and sometimes tea and coffee.
Dress conservatively.
4. Helpful Resources
Additional resources to assist you in starting your new company:
The UAE is based adjacent to the Arabian Peninsula on the eastern coast. It is a federation of seven emirates, the largest of which is Abu Dhabi. Abu Dhabi also accounts for a majority of the oil industry and the wealth of the nation. The next largest emirate is Dubai, which is a famous port city that has grown into a booming commercial center for multinational corporations. The smaller emirates include Sharjah, Ajmān, Umm al-Qaywayn, Raʾs al-Khaymah, and Al-Fujayrah. Although the official language for the UAE is Arabic, many people speak English as well, especially in the business world.
The UAE has become extremely attractive to business owners for a plethora of reasons. If you are interested in starting your own business in the UAE, now is the time to do it. We usually recommend local phone numbers or toll free numbers for UAE businesses. Read on to find out how easy it is to open up your own business and make considerable profits in the UAE.
An Open Economy
Yes, the UAE has an open economy. It is one of the most accessible countries to trade within the Gulf and it has a very high per capita income. Many countries have already made their way to the UAE, and in so doing have helped to increase the economy even more with their foreign capital. The previously established nation has become even more wealthy with the influx of offshore companies and money. The UAE is already a cozy home to several multi-million dollar corporations and small start-up companies.
Foreign Investment-Friendly
The government of the United Arab Emirates caught on quickly that foreign investment would lead to a skyrocketing economy and therefore made it easier than ever for foreign companies to bring their businesses overseas. Foreign nationals get their own set of rules and regulations to follow, which includes fast-tracked legal procedures.
They want you in the UAE and the government won’t make you wait as they only require a minimal amount of paperwork. They have also set up registration and licensing to be fast and easy to understand.
UAE Free Zones
Foreign companies can apply to be tax-exempt under the free zone economy. This means that international businesses do not need to pay a corporate tax nor an income tax. All of your profits are just that, profits. There are free zones in Ajman, Dubai, and Abu Dhabi. When researching where you should take your company, those three areas should top your list. Keep in mind, however, that voice over IP is prohibited in the UAE. Direct inward dialing is still allowed and many businesses in the free zone utilize sophisticated PBX phone systems.
Access To An Elite Labor Pool
The UAE attracts a strong workforce to its largest cities. There is an abundance of skilled and unskilled workers that flock to the UAE from places such as India. It is such an attractive place for employees and employers alike because of its low tax structure and very high wages. UAE residents are also very well-taken care of. 92% of people are literate, and health insurance is mandatory. They have an established education structure, and international universities have been set up in the UAE including NYU and MIT.
Solid Foundations to Build Upon
Whatever your business needs, the UAE has made sure that they already have it set up for you. When you bring your business to the UAE, you will have easy access to transportation, business parks, warehousing, and office spaces. There is no need to start from scratch.
Great Location
The UAE offers easy access to its fast-growing and well-established neighbors, including its major trade partner, the European Union. It is also close to China and India and has excellent trade relations with both countries. Plus, it is a safe place to work with a relatively low crime rate.
One of the Best Locations for International Expansion
The UAE caters to its foreign investors, and because of its location, safety, workforce, and infrastructure, it easily attracts many foreign companies looking for an excellent location for expansion. If you’re looking to start your own business, then the UAE is a great country to start in because it has all the tools necessary to set you up for success.
Ready to Do Business in the UAE?
Use these resources and the accompanying contact information to start doing business in the UAE. Our global specialists can get you set up with virtual communication tools and business phone numbers, if you are curious about the specific options available to you. Contact us and find out how today!
Are you noticing more dropped calls or jumbled audio during your business VoIP calls? While cloud phone services can be much superior to traditional phone services, they cannot guarantee high-quality phone service at all times. This is because many factors influence the quality of a VoIP call. Here we discuss the importance of VoIP QoS and how to set it up.
VoIP QoS: Definition, How it Works, Best Practices
VoIP Quality of Service (QoS) is the process of addressing and fixing voice quality issues so your employees can effectively communicate with business contacts. This process is crucial to understanding how your business phone system works and what you need to do to improve it. QoS is one such way to maintain good call quality.
What is VoIP Quality of Service (QoS)?
VoIP QoS prioritizes network traffic passing through a router to provide acceptable-to-good service to users. Quality of service, therefore, helps address voice quality issues within a virtual phone system.
In a VoIP phone system, voice protocols are converted into data packets and transferred between two or more users. However, in order to obtain high call quality, these data packets need to arrive at the destination together and in the right order. And that’s where VoIP QoS comes into play as it sorts out traffic by dedicating resources where needed.
Is QoS needed for VoIP?
VoIP calls can be prone to jitter, latency, and packet loss issues which lead to bad audio quality, network congestion, missed or jumbled audio, dropped calls, etc. And for any business, this is a major issue because it interferes with your teams’ ability to offer uninterrupted service. Important business communications revolve around:
Sales calls and demos
Client and lead generation
Customer success and customer support
Technical and IT support
Remote team management
Internal business meetings
Meetings with clients and business contacts
Employee interviews
Network congestion can easily affect the quality of these calls, which in turn, leads to misunderstandings, frustration, low brand trust, low productivity, and more. Without QoS, VoIP calls are not functioning optimally. And that must be addressed.
So, what does QoS do for VoIP phone systems? Routers generally handle data packets via a ‘first in, first out’ order. And all traffic is given the same level of priority. This means that all traffic from every device (phones, computers, mobile phones, etc) on a network get the same level of priority.
When bandwidth usage is high — too many people using the internet — these data packets can end up in long queues. Call quality competes with other applications running on the network. This is true for employees working within an office or remotely.
So, naturally, this affects voice call quality and successful VoIP deployment.
VoIP Quality of Service helps balance out how much bandwidth is needed for a certain type of traffic or certain devices. In other words, it spreads out the available bandwidth across devices and applications to ensure the right traffic gets through hassle-free.
VoIP QoS Settings & Requirements
So, what does your business need to do to ensure high call quality? Here, we will go through QoS settings and requirements to be aware of and best practices your business can implement.
VoIP Standards for High Call Quality: QoS Requirement
In order to improve VoIP call quality, you will need to set up QoS accurately. For good VoIP call quality, Cisco suggests these VoIP standards:
Understanding QoS Settings
Your business needs to troubleshoot VoIP issues to ensure optimal service. Let’s take a closer look at what these recommendations and settings mean.
DSCP EF DSCP is short for Differentiated Services Code Point and EF is short for Expedited Forwarding. This model is designed to provide resources to reduce latency (delay) in traffic. In other words, this value sorts through traffic to prioritize VoIP traffic, leading to better, less interrupted call quality.
Packet Loss Packet loss is the number of packets that get lost during transmission. More than 3% packet loss means low audio quality. Faulty routers, loose cables, and wires, low bandwidth, or poor WiFi signals can lead to packet loss.
Latency Latency is the delay between the time the speaker speaks and the receiver hears them. Fix latency to avoid users speaking over each other or missing important pieces of audio.
Jitter Jitter refers to a data packet arriving after the rest of the packet. Data packets may take different paths to reach the destination. This way one or two packets may reach later than the others and this can cause missed calls or jumbled audio. Fix jitter to ensure all packets arrive accurately and voice quality is maintained.
Bandwidth Bandwidth for VoIP refers to the rate at which data is transmitted or transferred through an internet connection. Lower bandwidth leads to slow speed and low VoIP call quality.
How to Set Up QoS for VoIP?
The first step to setting up VoIP QoS for your business phone system is to reach out to your internet provider and VoIP service provider. These sources can provide exact guides on how to prioritize voice traffic.
Next, implement those suggestions and other call quality best practices. Work with your IT team to make sure everything is set in place for optimal call quality. You may even educate your employees on using other services (streaming services) while working.
1. Check and upgrade your internet speed: Make sure your network has enough bandwidth to handle call traffic. Regularly test your internet speed.
2. Upgrade cable connections: Use wired Ethernet connections such as a Category 6 certified cable. These cables can offer low latency and can support high levels of phone communication and data transfer.
3. Check network and equipment configuration: Network and equipment that are not appropriately configured can lead to disruptions and low call quality.
4. Test network connections regularly: Check ping, jitter, latency, and bandwidth regularly for network congestion.
5. Upgrade your VoIP provider: If your service is still affected despite troubleshooting, then it may be time to find a new phone service provider. Research providers to understand what services they offer and how they can help with VoIP call quality issues.
Get VoIP for Business With United World Telecom
United World Telecom offers VoIP phone numbers and services to businesses around the world. Whether you are a small business looking to expand or are a remote company, we can help you create a robust phone system with high voice quality and reliability. Call us today to learn more about our solutions!
Do you want to offer your employees a telecommuting option? After COVID-19, many businesses switched to telecommuting and have seen the benefits of adopting this employee-work arrangement.
What is Telecommuting?
Telecommuting is an employment arrangement that enables employees to work outside of the office. This means employees can work from home, in co-working environments, near coffee shops and libraries, and so on. Telecommuting is also referred to as remote working, e-commuting, work-from-home, and teleworking.
When employees telecommute, they work outside of the office in a location they choose and communicate with the rest of their team via technology. Now, this is the dream for most employees whose work is solely confined to a laptop and a reliable internet connection. However, for the longest time, businesses have been reluctant to enable such a workplace arrangement.
What Are the Benefits of Telecommuting?
Then entered the COVID-19 crisis. With this pandemic, many businesses enforced work-from-home policies. Businesses in sales, publishing, call centers, software development, and other industries now offer remote working as an option. So, how can telecommuting benefit your employees and your business?
1. Be Prepared for Pandemic-Like Crises
Many businesses that strictly denied work-from-home didn’t plan for a situation where telecommuting would become necessary. Now, your business does not need to switch to an all-remote-work business but keeping telecommuting as an option can help you and your employees easily switch to work-from-home during pandemic-like crises.
This means investing in cloud computing and cloud communication solutions that help your teams stay connected no matter where they are located. This way, all employees are reachable via email, phone, and video interactions. At the same time, all projects and documents can be easily accessed and updated online.
Another benefit of telecommuting is the opportunity to implement a BYOD policy. A bring your own device or BYOD policy lets employees bring and use their own devices instead of the business purchasing equipment for them to use. This lets employees use their own devices which they are comfortable and familiar with. It also helps businesses reduce their expenses as they do not need to supply devices to employees.
Similarly, since employees work outside the office, businesses can save on other office supplies and costs. From running the office to paying for utilities, your business can greatly reduce costs. On the other hand, employees can save time and money on commuting to and fro.
3. Improve EX Metrics and Employee Productivity
Telecommuting has a positive impact on employee productivity and employee experience (EX). The 2017 State of Work Productivity Report claims that about 65% of in-office workers say they would be more productive if they worked remotely. Remote workers can work from the comfort of their homes, have more flexibility, and save on commuting expenses. They can optimize their workday to the fullest without worrying about traveling or missing a day because they are sick.
4. Better Results and Lower Employee Turnover
Flexibility allows your employees to keep a work-life balance and enjoy their free time by going for a walk, watching a TikTok live, listening to music, and resting whenever they need. Improving their EX leads to improved wellness of your employees. And this, in turn, will increase their productivity and efficiency. Happy and productive employees are less likely to leave, lowering turnover rates.
Furthermore, happy employees lead to happy customers. Employees that are not stressed and overwhelmed are more likely to love their jobs and perform well. This will lead to desirable results that push your business towards success.
5. Provide Opportunities for Older Employees to Continue Working
Lastly, by offering work-related flexibility, you can appeal to valuable employees such as the older generation. Instead of retiring early, older employees can continue to work from home, if they so desire. Additionally, you will also be providing opportunities to parents of young children, caretakers of sick individuals, etc., to bring their expertise to your company.
Is Telecommuting Right for Your Business?
Telecommuting does not need to be the ultimate workplace arrangement for your business. However, being open to it is a must since post-COVID-19, employees know that remote working is possible and will desire opportunities to work from home. In fact, according to the 2019 State of Work Report, 38% of employees believe telecommuting will be commonplace within the next 5 years and so, businesses should start laying the foundation for such a transition. Therefore, invest in the right technology so your business will be ready and your employees will be satisfied.
One of the top benefits of using VoIP for business communication is that these systems are reliable. With proper redundancy, you can ensure that if your phone system incurs an issue in one location, calls can be routed to another location or line. This way, you can ensure business continuity and minimize VoIP system downtime.
Here we will look at the different ways you can minimize phone system downtime to ensure your business continues operating even during an internet outage or disaster.
How to Minimize VoIP Downtime During an Internet Outage?
VoIP phone systems have consistently proven to be more reliable than POTS lines. However, since VoIP systems work over the internet, they still run the risk of downtime if somehow your system loses connection to the internet.
Keeping Your VoIP Phone System Running Efficiently
With VoIP systems, you can set up backups so your business communication does not suffer during an outage. Service outages do not have to disrupt your business phone calls. You can either wait it out and hope it restores on its own, or you can prepare in advance to minimize downtime. Here are some ways to minimize and prevent phone system downtime:
To Prepare and Prevent Before an Outage
Choose the Right VoIP Provider
Set Up Automatic Call Forwarding and Routing
Invest in VoIP Monitoring Services
Route Incoming Calls to Other Locations
Have a Backup ISP
To Do After an Outage
Check and Confirm the Power Outage
Connect to a Backup Battery Power Supply
Use VoIP on Your Smartphone
Divert Calls to Voicemail or Other Locations
How to Prevent and Minimize Phone System Downtime
So, what can you do to minimize VoIP system downtime and keep your VoIP phone system running during an outage or disaster?
1. Choose the Right VoIP Provider
It is crucial that you choose a VoIP phone provider that meets your needs but also promises reliability. Research a provider’s record for reliability and the options they offer in case of an outage. Ask your provider what steps they have in place to prevent and minimize phone system downtime, especially during an outage or disaster. Ask about their security policies. You also want to check where your provider hosts your VoIP systems in safe locations.
2. Set Up Automatic Call Forwarding and Failover Routing
A popular way to minimize VoIP system downtime is to forward incoming calls to different locations or devices when your main VoIP phone system is unavailable. This way, during an outage or disaster, incoming calls automatically route to offices and employees in other locations or mobile devices.
With United World Telecom’s VoIP service, you can set up call forwarding with various failover rules for each number or line you have.
3. Invest in VoIP Monitoring Services
It is also a good idea to use a third-party VoIP monitoring service. This service keeps tabs on the status of your VoIP phone system. It will look for and identify potential network problems that may cause disruption. By monitoring your system and alerting users of issues, you can quickly troubleshoot any issues and get back to work.
4. Route Incoming Calls to Other Locations
When you use simultaneous ringing or sequential call forwarding features, you can forward calls to different locations when needed. With simultaneous ringing, you can ring multiple phones with one number. And with sequential forwarding, you can ring calls down a predetermined list of numbers — when the first line is busy, the call automatically moves to the next person in line. This way, when your main office or service center is not available, calls are routed and rung on other lines in different locations. This is another good technique to reduce VoIP system downtime.
5. Have a Backup ISP
To protect from internet outages, it is also recommended to have a backup WAN provider. Since VoIP services only need a low-latency connection, any broadband connection should work. You can find a high-speed wireless provider as a backup, or use 4G LTE technology from a cellular provider.
How to Minimize VoIP System Downtime After an Outage
While there are ways to prepare for an outage, and even prevent one, certain situations may be out of your control. So, what can you do to recover from an outage and get your communications up and running?
6. Check and Confirm the Power Outage
First, check to make sure you have a power or internet outage in all rooms and among all devices. Check the electric service panel, if you have a circuit trip, flip the circuit breaker to ON and everything should be working again. You may even check what the electric and internet situation is with neighbors and look for updates on local outages.
7. Connect to a Backup Battery Power Supply
Connecting to a backup battery source is a temporary solution but gives you enough time to identify the issue and resolve it. You can use an uninterruptible power supply (USP) and connect your WiFi system and phone system to it to restore connectivity and power. Note that this solution only works if your ISP is not affected by the power outage.
8. Divert Calls to Voicemail or Other Locations
Using your smartphone, access your VoIP provider’s control panel, and adjust call forwarding settings. You might choose to route calls to your voicemail box or to employees in other locations. You can add in multiple numbers and SIP devices that these calls will forward to. This way, callers trying to reach your business can still get the assistance they need. You may even choose to add a new greeting or pre-recorded message letting customers know that your phone system is down but they can leave a voicemail message, and your reps will get in touch with them as soon as possible.
9. Use VoIP on Your Smartphone
Lastly, if your power or internet outage does not affect the use of your smartphone, you can use your VoIP phone service through the smartphone as a temporary solution. For example, you can download our softphone app on your smartphone and make and receive business calls with your business phone number(s). With our softphone, you can:
The best way to minimize VoIP system downtime is to prepare for it. The above are some ways you prevent loss of data and usage by setting up backups in place. Want to learn more about how our VoIP phone service has 99.999% uptime? Call us today and chat with our representatives!
More and more businesses are looking for efficient and cost-effective ways to cut down negative environmental impacts and make their businesses more green. One way your business can become more eco-friendly is by replacing your traditional phone system with a cloud phone system. Cloud communications can help you cut down on unnecessary costs, space, and material waste while improving business connectivity. But how can you achieve this?
Why Invest in an Environment-Friendly Business Communication System
As climate change awareness grows, individuals and businesses are looking for ways to reduce their carbon footprint and have a more positive impact on the planet.
Businesses are taking action to combat environmental issues in a variety of ways; from including sustainable packaging to following ethical practices to sourcing products produced in sustainable ways.
Another avenue for change is a business’s communication or phone system. With advancements in technology and the development of smarter and cleaner products, you can easily upgrade your business phone system to one that is more environmentally conscious. Here’s how:
Green Communications and Green IT Solutions
Green communications is the practice and process of creating a communication system with energy-efficient technologies and products. By doing this, your business can reduce and minimize resource use in different aspects of communication, and move towards making your business environment-friendly. Green communication practices include:
Updating old technology or legacy systems for newer, energy-efficient products.
Implementing virtualization where one physical server runs multiple programs and systems.
Substituting remote work and telecommuting for travel.
Investing in Green IT solutions.
Green IT refers to computer and IT systems, applications, and practices that have a positive environmental impact and enhance sustainability. The three facets of green IT include:
Greening of IT — focuses on efficiency design, manufacture, use, and disposal of computers, communication systems, and applications.
Greening by IT — focuses on using IT systems to reduce energy and resource consumption.
Using IT to increase green awareness — using technology to promote awareness of green practices and the importance of sustainability.
Can upgrading our business phone systems and business communication services actually help the environment? And, what is the environmental impact of switching to cloud communication solutions?
According to a report by Accenture, “Migrations to the public cloud can reduce CO2 emissions by 59 million tons per year which equates to taking 22 million cars off the road.” This goes to show that moving to the cloud can help your business not only cut down on operational costs but also support your social responsibility efforts.
But why do we need to reduce our carbon emissions? To reduce pollution-related death, to make the air cleaner, and the planet healthier. Want to put into perspective how much CO2 is produced? Check out this illustrious guide to CO2 by the Bank of the West.
But if social responsibility and sustainability are core to your business, then the environmental impact of green communications will mean much more. Here are the benefits of switching to cloud communications:
Sidebar: Now this is going to get technical, but bear with us, we will break down these technical terms.
Clean energy transitions — shifting energy production away from ones that release high levels of greenhouse gases.
Material waste reduction — reducing the amount of material wastage to improve resource efficiency and reduce pollution.
Less use of hardware and equipment — gradual dependency on cloud computing and software.
Reduced dependency on paper — paperless alternatives.
Greater flexibility — ability to work and connect from any location; telecommuting.
Adoption of resource virtualization — enabling one physical server to run multiple independent programs or operating systems.
Development of robust data centers — improved data centers with combined heat and power systems.
How can a cloud-first approach boost business communication and benefit the planet? And how can your business take the necessary steps in the right direction? Here are some ways to make your business more environment-friendly:
1. Switch to a Cloud Phone System
First, if you are still using a traditional phone system, you may want to consider switching to a cloud phone system instead. A virtual or cloud phone system comes with VoIP capabilities and cloud phone numbers.
Such a system uses voice over IP or VoIP to transmit voice signals from one user to the next via an internet connection. Therefore, it does not need traditional phone lines or physical hardware to make and receive calls to function effectively.
Cloud phone numbers or virtual numbers use VoIP to connect users from one location to another. These numbers are not attached to any one physical location or address and can transmit calls virtually.
You can buy local phone numbers from countries around the world. And you can use them from any location. Additionally, you even gain access to various advanced call routing and call management features to create an efficient business communication system.
But the main benefit of switching to the cloud is to reduce environmental impact with lower hardware and equipment use, telecommuting, and virtualization. More on this below!
2. Reduce Use of Hardware and Equipment
A cloud phone system or VoIP phone system only needs a business SIP trunk provider and a stable internet connection. You can then convert any device into a business phone. You don’t need heavy-duty computers or high-end deskphones. And no additional equipment or cables are needed.
This means you can run your cloud phone system through smart or energy-efficient devices instead of bulky setups over-consuming energy. And if you get multi-function devices, you can further cut down on the need for extra devices and machinery.
For example, when you purchase SIP trunks, you can get a softphone to make and receive calls. The softphone is a web dialer that lets you make business calls from any device like a laptop, smartphone, tablet, etc. You simply download a softphone to your device. Log in with your VoIP/SIP credentials and start making calls.
With this feature, you can convert your existing computer or laptop into a phone, instead of getting a deskphone. And you can use advanced call management and collaboration features such as call transfer, conferencing, outbound calling, managing caller IDs, updating contact info, and so on. This way, you have a multi-function and energy-saving device.
Unified communications include voice, video, email, messages, chat transcripts, contact/customer information, ticket tracking, voicemail, fax, and file-sharing. So, it’s only natural that you end up with a lot of confidential and important documents and transcripts. And a lot of paper.
But by taking your business communication system to the cloud and using cloud communication and storage features, you can easily cut down on the use of paper. You can:
Share files and documents via your email, control panel, or CRM. Go paperless with an eFax or Fax-to-Email feature that forwards incoming faxes to your email address instead. Automate customer tickets to end up in your CRM. Integrate your phone system with the right CRM and file storage services such as Google Drive or Dropbox to keep all important documents in one place securely.
4. Encourage Telecommuting and Remote Working
Advancements in technology have made it easier than ever for people to communicate and collaborate over the internet. And a cloud phone system helps with just that. It lets you make business calls from any device and location as long as it is connected to the internet. Plus, when you integrate your phone system with other services such as your project management system or CRM, you then have a full-fledged digital workspace.
This means a lesser need for physical office space and running an in-house office. Cut down on commute times and travel costs by telecommuting and letting your employees work remotely. All without losing productivity or connectivity!
If the pandemic taught us anything it was the effectiveness of a good Zoom meeting. Zoom and other video conferencing and streaming apps became commonplace for meetings, webinars, tutorials, and even weddings!
We know that video meetings work. So, when possible, conduct video meetings instead of in-person meetings. This reduces time and money spent traveling only for such meetings. And with a VoIP provider that has a video conferencing integration, you can do this cost-effectively.
6. Scale Globally Without Physical Offices
Finally, when it is time to expand your business globally, you will be glad to have an easily scalable phone system. You can set up direct inward dialing from target countries to your existing phone system, and establish a virtual, local presence without opening a physical office immediately.
Scope new markets, test and conduct market research, and gradually grow your business. All without increasing your carbon footprint or burning a hole in your pocket.
Go Green with a Cloud Phone System
So, are you ready to take the next step? Making changes can be overwhelming but we can help you switch to a cloud phone system with minimal interruption and downtime. Call us today or chat with our experts to learn more! We are here to help you create a business phone system that works best for your business.
IT security policies are the backbone of all procedures within an organization. Without the right policies laid out ahead of time, your business may be left open to security attacks with no disaster plan in sight. Let’s look at some critical IT security policies companies should consider having in place.
Why are IT Security Policies Important?
These policies align with the company mission and ensure the security of the company, employees, and customer information. An IT security policy defines what information needs to be protected and how it will be protected. These policies also determine how an organization prepares and handles security incidents. As such, an IT policy is crucial to the efficient and safe running of any business.
IT infrastructure, or information technology infrastructure, supports many levels of your business operations.
It consists of different components that allow your company to manage internal processes and deliver external services to customers.
The essential components of an IT infrastructure include: Hardware, Software, Network, Communication, and Facility (that houses your equipment)
In general, IT security policies outline the purpose, scope, policy, and procedures to be followed. The IT company policy will also highlight who must follow these rules and regulations. For example, certain rules apply only to an IT team while others may apply to other users (employees).
IT policies should include risks and consequences of not following the guidelines listed within the policy. They should also provide information about who to report to when a breach or issue occurs. When implemented and followed diligently, these policies protect your business’s confidentiality, integrity, and availability of systems and data.
15 IT Security Policies for Business
So, what IT security policies does your business need? There are a multitude of policies out there meant to protect company information and data. In fact, TechRepublic has a list of over 100 IT policies. However, not all apply to every business type and size. Here we list the most important IT security policies you should consider for your business:
1. Acceptable Use Policy
The Acceptable Use Policy (AUP) defines the acceptable use of computer and laptop equipment within the office. The AUP outlines what constitutes inappropriate use of computers and laptops and educates users on the potential risks. This IT policy also determines how employees should handle proprietary or sensitive information about the company, employees, and customers.
2. Security Awareness and Training Policy
This policy highlights how all workplace members and users must protect company information. Employees may sign a confidentiality agreement. They may also complete training as required by the business to educate employees on the business’s security policy and how the policy protects the business, employees, and customers. Key aspects of the training include safeguarding business and customer information, reducing downtime, etc. Employees may be asked to provide proof of completion of the training.
3. Access Authorization, Modification, and Identity Access Management
This IT policy operates on the Principle of Least Privilege (PoLP) which states that users, systems, and devices are given access only to the information they need to do their jobs. To effectively implement this policy, businesses must create a process for documenting, reviewing, and modifying access. The policy also outlines who will have what kind of access and when access will be terminated. Access can be granted based on valid access authorization, intended use, and other necessary factors.
4. Password Creation and Management Policy
This IT company policy, as the name suggests, focuses on best practices when it comes to creating, changing, sharing, and safeguarding strong passwords. Passwords and two-factor authentication ensure that your information and accounts are kept secure and don’t fall into the wrong hands. This policy should include training and awareness that educates users on how to create strong passwords, what parameters to follow when creating passwords, and why it is important to avoid reusing the same passwords. This policy may also include password log-outs and maximum retry attempts to safeguard from unsuccessful login attempts.
5. Network Security Policy
This policy focuses on best practices when conducting network and information system activity reviews. The core purpose of a network security policy is to ensure your systems and data remain secure. This involves making sure systems have the right hardware and software and that these are up to date. It also includes procedural auditing mechanisms to keep track of usage and changes.
6. VoIP Security Policy
A VoIP security policy looks after your business’s VoIP phone system. This policy identifies common VoIP vulnerabilities and potential risks. It is important to ensure that your VoIP system is secure by educating users on how to identify VoIP attacks as well as keep their devices and phone systems secure.
7. Bring Your Own Device (BYOD)
BYOD policies let employees bring and use their own devices to conduct business. While this policy has helped businesses cut down on equipment-related costs, it may lead to security breaches if not monitored. A BYOD policy outlines what steps employees must take to keep their devices safe, especially when connecting these devices to your business’s networks. Businesses with remote and distributed teams can use a BYOD policy to ensure information is kept secure.
With the popularity of remote working and telecommuting, this policy is more important than ever to keep remote teams connected securely. A remote access policy outlines how users will achieve remote access. This is when working from outside the office and connecting to the company’s network. A remote access policy ensures users know how to keep information and devices safe. This IT company policy should include VPN access and disk encryption instructions. Additionally, employees should be educated on the appropriate usage of authorized devices such as not engaging in illegal activity or mandating the use of strong passwords.
It is also crucial to educate employees about privacy-centered browsers. When considering secure browsing options for remote work, comparing Brave vs DuckDuckGo can help you decide which browser better aligns with your company’s remote access policy and data protection measures.
An incident response policy outlines the business’s response to an information security incident. Although similarly categorized, this policy should be documented separately from a disaster recovery plan or policy. This policy must include information about the incident response team so users know who to report to in the case of a security or data breach. It should also outline actions and resources implemented to identify compromised data and a plan to recover this data.
10. Encryption and Decryption Policy
This IT security policy outlines encryption requirements for all office- and business-related devices such as computers, laptops, networks, servers, storage areas, and so on. All employees, users, and IT members should follow recommendations made in this policy. The purpose of this is to protect information and communication channels while deterring unauthorized access.
11. Vulnerability Management Policy
A vulnerability management policy defines rules for reviewing, evaluating, applying, and verifying system updates. The purpose of this is to reduce or mitigate vulnerabilities and risks within your business’s IT infrastructure. As such, the policy will also include ways to identify, classify, and remediate these vulnerabilities.
12. Change Management Policy
A change management policy discusses how changes are made to information systems. This policy ensures that changes made to computers and laptops are managed, approved, and tracked in a thoughtful manner that reduces negative impact on the business. Timely and accurate documentation is at the core of this policy.
13. Vendor Management Policy
This IT security policy validates a vendor’s compliance and information security capabilities. And by doing so, it evaluates which vendors may put your business at risk and how to avoid those risks. In other words, it evaluates whether a third-party vendor should have access to sensitive data. In order to conduct this evaluation, your business must assess the vendor’s ability to create, receive, and transmit confidential information. Your business should also maintain a list of vendors to keep track of risks and be prepared for a data breach. Additionally, prepare an internal response plan, in case a vendor fails and a data breach occurs.
14. Data Retention Policy
A data retention policy defines what type of data must be retained, for how long, and how it will be stored and destroyed. Your business may want to store company documents, transactions and contracts, customer records, emails, call center data, and so on. This policy will help your business store and retain data effectively while determining processes to take care of outdated and duplicated data.
15. Scheduled Downtime Policy
This IT policy defines how to conduct regular maintenance, updates, and upgrades of company systems, servers, and networks. It should also outline how the business will communicate the scheduled downtime to its users, vendors, contacts, and customers to ensure smooth operations.
Does Your Business Have the Right Policies in Place?
Depending on how you run your business and what systems you have in place, you may need some or all of these policies. Conduct a review of different departments, brainstorm with your IT team, and identify areas that need new policies. It’s better to get started now than have to remedy issues later when they may be too late to fix. Bring your business up to date and protect it with the right IT policies.
Technology continues to advance over time with new and improved options available to users of all kinds. And for businesses, this is always exciting because there are new ways to improve customer experience (CX) and scale vertically. One of these technologies that impact businesses the most is business VoIP.
Future of Cloud Communications: 2026 VoIP Trends
VoIP, a type of cloud communications, makes it easy for users to communicate through the internet securely and reliably. And VoIP providers are developing new ways to increase their offerings and provide businesses with a well-rounded phone system.
So, what’s new in VoIP? Quite a lot: from leveraging AI to UCaaS and CCaaS to 5G networks. If your business is trying to catch up, you may want to consider an upgrade to your phone system to help improve CX and customer satisfaction.
Here are the top 9 business VoIP trends in 2026.
1. Unified Communications as a Service
One of the top business VoIP trends in 2026 includes bringing all communication and collaboration needs into one platform. This becomes crucial for businesses with multiple offices and locations around the world and for those with remote workers. Unified communications (UC) and cloud communication tools improve a business’ ability to be flexible and mobile and scale as needed. With collaborative features and real-time updates, your teams can stay organized and productive, no matter the location.
2. Mobile Unified Communications
Besides working within your business phone system, UC services are also being extended to mobile. The rise of mobile UC means you can transform your mobile or smartphone into a business powerhouse. You can use this device then to conduct both personal and business interactions and give your business more mobility. Mobile VoIP systems give you access to smartphone and PC apps, which increase productivity on the go.
Since the COVID-19 pandemic led to many businesses switching to work-from-home or remote work capabilities, video conferencing became crucial for the proper functioning of many businesses. Video conferencing tools were in high demand and that competition was troublesome for VoIP service providers. This led to one of the newest VoIP trends: video conferencing. VoIP providers are upping their game and now offering multi-channel communication services, including video conferencing. They do this through integrations and partnerships with video conferencing services. And while this is the current solution, evolving technology will open doors for advanced VoIP software with more conferencing and collaborative capabilities to make doing business over the cloud easier and more user-friendly.
4. Customizable Features
Each business is unique and follows specific processes and guidelines that work best for the business and its employees. The same goes for your business phone system. Cloud communication is known greatly for its customization capabilities. Need to upgrade your system, add new lines without interrupting service, or integrate with other services? Cloud communications and VoIP systems can help you create a business phone system that works best for your business needs. Customize your system for the number and type of users you have, where they are located, different departments, and so on.
5. Seamless Integrations
VoIP integrations can help you expand your VoIP phone system’s capabilities. You can connect your office calendar, CRM, content management systems, lead generation platforms, video conferencing services, chatbot automation, and more. Most popular integrations that work well with cloud communication platforms include:
Salesforce
HubSpot
Azure
OneLogin
Zapier
Clio
6. Leveraging AI
As seen in recent years, the use of AI within business has increased. This goes for the business VoIP world too. From handling customers to automating responses and ticketing systems, AI has been used to improve customer experience and satisfaction. Most companies are using AI to automate their websites and communication platforms to streamline services and improve engagement. This VoIP trend will continue in the coming years as AI has exceptional potential. Common uses of AI for VoIP include:
For the longest time, users considering VoIP were concerned about internet security and cyberattacks. But VoIP and internet services have come a long way and can provide secure avenues for their services. Business communication involves customer and company data and privacy which needs to be kept safe from intruders and hackers. VoIP security ensures that your business can communicate safely with its customers and employees. Learn more about how VoIP tackles security concerns in our guide to VoIP security.
8. 5G
In our fast-paced world, we expect quick response times and processes. And businesses need to meet these expectations when dealing with customers. 5G networks — one of the most anticipated VoIP trends — are here to solve this very issue and to improve VoIP call quality. With 5G, your business can:
Allows for a better mobile broadband connection for internet users.
5G networks are built to improve customer satisfaction and CX by making your business more available and responsive.
9. VoIP in More Places
More and more businesses are switching to VoIP to improve their communication and customer outreach. From schools to small businesses to large enterprises, every type of business can benefit from VoIP services. This makes business VoIP more present in more places around the world.
Need a VoIP Upgrade?
Want to learn about United World Telecom’s VoIP number solutions and how we can help your business improve internal and external communication? Call us at 1 (877) 898 8646 or chat with our experts today!
When evaluating your options for a private branch exchange, you will often come across the terms: cloud PBX and on-premise PBX. What is the difference between the two services and how do you decide which one you need?
Getting the Right PBX System for Your Business
A PBX, or private branch exchange, is a private telephone network. A PBX system makes internal call management easy and ensures smooth collaboration between different teams and departments within a business.
There are two common types of private branch exchange systems: Cloud-Hosted and On-Premise. And choosing between these two systems depends on a few factors:
What do you need from your phone system?
Do you want to connect multiple office locations through the system?
What communication features do you need?
What is your budget?
Do you have or need to hire an IT team?
The answers to these questions can help you determine which phone system is right for you.
What is a Cloud Hosted PBX?
A cloud PBX is what it sounds like: a private phone exchange that works over the cloud. This means that it does not need a physical space in your office. The host will take care of the maintenance of the system and all you need to do is use it.
You will not have to worry about installing any hardware, saving office space for the system, or high maintenance costs. You won’t even need an on-premise IT team to handle all of it. However, you might not have as much control as with an on-premise system.
How Does an On-Premises PBX Work?
An on-premise PBX system is installed on company premises. This type of phone system is installed, run, and maintained by your company. You might need an experienced IT team to handle such a system.
Choosing Between Cloud PBX vs On-Premises PBX
The bottom line is that if you want a system that is wholly controlled and managed by your in-house IT team, then an on-premises PBX is the choice for you. However, if you don’t want to worry about the hassle of running and maintaining your phone system, then go with the system that’s hosted in the cloud.
Here are the other main differences between the two:
Cloud Hosted PBX
On-Premises
Hosted by your provider
Operated on-site by you
Little to no control over how it operates
Controlled and managed fully by you
No physical space needed
Physical space needed
No installation or maintenance needed
Needs to be installed and maintained regularly
No professional IT experience needed
Needs an experienced IT team to operate the system
United World Telecom has the PBX solutions you need for your business. You can also choose to set up your own IP-PBX system. This way you can take full advantage of SIP to place calls over the internet. Doing so results in better international calling rates at higher scale.
Communicating effectively with customers is crucial to the successful running of any business. It is through your customers that you can improve your product and increase sales. And so, if your business isn’t doing everything it can to make it easy for customers to connect with you, then you are falling behind. Learn what SIP calling is, how it works, and how businesses can benefit from using a SIP phone system for business communication.
SIP Calling: The What, How, & Why
To understand SIP calling (or SIP trunking), you must first be familiar with Session Initiation Protocol (SIP). SIP is a signaling protocol that initiates real-time voice calling between two or more parties. This IP is in charge of starting, maintaining, and terminating the call over an internet network. By doing so, SIP technology makes it possible for users to make and receive high-quality calls over a virtual network. Let’s look at how SIP calling works and how businesses can use SIP for improved communication.
SIP calls use Session Initiation Protocol to transmit voice calls over a SIP trunk or SIP channels. In other words, SIP calls are voice calls sent over an internet protocol or internet connection.
Often used interchangeably with voice over IP or VoIP calls, the two systems are different. VoIP makes SIP calls possible. This is because SIP uses VoIP technology to transfer calls from one end to another destination over a stable internet connection.
How Does a SIP Call Work?
Traditional phone systems consist of a PBX system and phone lines connecting to a PSTN.
SIP technology removes the need for a traditional, physical connection. With SIP, you do not need to be connected to a phone company or geographical location. And, you do not need multiple phone lines for different departments. You will get a SIP trunk, instead, to run your virtual phone system. You can then establish voice communications virtually via the internet.
And what’s the end result? You can get a virtual phone system with call management and call routing features (global call forwarding, outbound calling, etc.) without physical or multiple phone lines. This system can be used from any location, connecting multiple devices.
Why Does Your Business Need SIP Calling? 5 Benefits of SIP Calls
So, how can SIP calling benefit your business? From being a cost-effective alternative to creating a unified communications platform, SIP trunking can help businesses organize their internal and external communications to connect better and increase productivity and efficiency. Let’s look at the top benefits of SIP calling for business:
1. Save on Business Calling Costs First and foremost, the cost of SIP calling is highly affordable for businesses needing multiple phone lines and with various departments. Not only can you make and receive high-quality voice calls inexpensively, but you can also bypass international calling rates when offering global customer support.
2. Scale Up or Down as Needed SIP trunks are designed to support a business’ scalability needs. This means that if you need to scale up and add more direct inward or outward dial numbers, you can do so easily. And the same goes for scaling down; that is, removing lines or pausing certain services and features. And most of these actions can be done by you, reducing the number of times you will panic-call your SIP provider.
3. Improve Communications with Better User Experience SIP trunks, and SIP technology generally, are easy to use. You do not need to employ new IT teams or conduct rigorous training or worry about setting up complicated software. You and your employees can simply manage everything from a user interface provided by your SIP provider. Use this interface or control panel to set up features and service, make changes or adjustments, add lines, and more.
4. Experience High-Quality Voice Calls When using SIP, your business no longer relies on physical landlines. This means that your communication system does not easily fall apart due to power outages or weather conditions. SIP calling utilizes redundancy to automatically reroute calls from one location to another if the previous location’s user is unavailable or inactive. This is a reliable way to make and receive high-quality business calls.
5. Offer Excellent Customer Service Never miss calls by routing them to different locations, in case the first is unavailable. Reduce the number of dropped calls or low-quality calls. All of these factors come together to help your business offer excellent and uninterrupted customer service to not only local but global customers as well.
Get SIP Calling with United World Telecom
With a SIP phone system in place, your business is gearing up to communicate with your customers conveniently and cost-effectively. Learn more about how SIP trunking can boost business communication by chatting with our experts or calling us at 1 (877) 898 8646.
Need to upgrade your contact center software but don’t know where to start? Here’s an in-depth guide to Contact Center as a Service (CCaaS) with everything you need to know about cloud contact center software in 2021.
What is Contact Center as a Service (CCaaS)?
Contact center as a service, commonly known as CCaaS, is a cloud communication software for businesses and contact or call centers. The most attractive feature of CCaaS is that it enables multichannel communication through one platform. And so, CCaaS is generally used by businesses to help them communicate with customers and leads effectively.
How Does CCaaS Work?
In essence, CCaaS is a call center software based in the cloud; that is, it connects users with essential communication tools virtually. This is a good solution for any company that wants to be in control of its business communication and manage teams from different parts of the world.
Your CCaaS provider is in charge of the software. This means that the provider takes care of developing, updating, and maintaining the software. Your business and employees don’t have to worry about managing hardware or maintaining updates. The tools and features included in such software are designed for easy usage and setup. Additionally, you won’t need a large IT team to make these communications possible.
Since contact center solutions and features benefit sales and customer service teams, sales managers usually make CCaaS purchasing decisions. These leaders look for solutions that make it quick and easy for their teams to connect with clients and leads and move them down the sales funnel.
CCaaS Features
CCaaS solutions were created to help agents and employees quickly and accurately connect with customers. As such, each feature and service involved supports call management, call forwarding and distribution, remote team management, and enhanced caller experience. Some common features include:
By including these features and services, contact center solutions help automate and manage call volumes and call flows more efficiently. With these features and self-service options, CCaaS solutions have grown into a trusted and reliable alternative to traditional contact center solutions and phone systems.
CCaaS vs On-Premise Contact Center Solutions
When it comes to contact center software, businesses have two choices: on-premise or cloud contact center solutions. Deciding which of these solutions is most suitable for your business depends on your business communication needs and budget. Let’s look at the differences between CCaaS and on-premise contact center solutions:
CCaaS
On-Premise
Works virtually; located in the cloud
Located on-site
Enables remote team management
May not be effective for remote team management
No set-up or installation costs
Includes set-up and/or installation costs
Software is hosted, run, and maintained by the provider
Software is run and maintained by the company
In-house IT team not required for maintenance and updates
In-house IT team required for maintenance and updates
Additional hardware and equipment not required
Additional hardware, equipment, and installation may be required
Offers contact center features and services
Offers contact center features and services
High scalability, reliability, and flexibility
High reliability; low scalability and flexibility
Advanced communication features and services
Basic communication features and services
Enables cost-effective international communication
International communication is more expensive
Cheaper
Expensive
Taking note of these differences, you can make a decision for your company based on your company’s size, in-house and remote teams, call traffic, and budget. You may also want to consider what your business hopes to achieve with your contact center solution. Do you want to expand internationally in a cost-effective way or do you want to stay local? Is remote team management a key factor? Do you anticipate scaling up or down and need a solution to back you up? And so on. Answering such questions can help you make an informed decision.
CCaaS and UCaaS: A Business Communication Powerhouse
When looking for communication solutions online, you will often come across a number of viable options. UCaaS refers to Unified Communications as a Service and is growing popular as an internal communication tool.
The main differentiating factor between these two solutions is that UCaaS focuses primarily on internal communication while CCaaS aims to improve customer experience. For this reason, IT managers make purchasing decisions for UCaaS while sales managers make decisions for contact center solutions.
While these solutions work on different aspects of business communication, by bundling UCaaS and CCaaS your business gains a full-fledged communication system that manages both internal and external communication. This way, you can encourage internal collaboration as well as improve customer experience.
Maximize CCaaS with SIP Trunking
CCaaS and SIP trunking together can create a powerhouse for your business phone system. Companies can use SIP trunking to boost their business communication system through hosted cloud solutions. To make unified communications work effectively, your business will need a SIP trunking solution that bundles all necessary telephony solutions together. With SIP trunking, a business can access global coverage are various communication features, all in the same platform, inexpensively. SIP lines are cheaper compared to traditional PSTN solutions, considering the many options the solution offers.
Contact centers and businesses using CCaaS solutions will have multiple locations and customers from around the world. As such, using a single or global SIP trunking provider can prove more useful and cost-effective than working with multiple regional providers. Furthermore, CCaaS and SIP trunking providers offer scalability where a business can expand, as and when needed, without your business having to worry about accommodating compliance with various local regulations. Your provider takes care of everything.
So, why should your business consider getting CCaaS? If your company is looking to upgrade its phone system while keeping costs low, consider cloud contact center solutions. Here are 5 reasons to get CCaaS for business.
1. Better Internal Collaboration
Cloud contact center solutions offer multichannel communication in one place. This means various departments and teams can communicate smoothly and share information in real-time through the same platform. Increase team collaboration between departments by choosing CCaaS.
2. Low Communication-Related Costs
When all essential features and services are available through one platform or service, you do not need additional service or equipment to support your communication needs. In fact, CCaaS is a cloud-based solution that does not require hardware and additional equipment to make it work. Your employees can use existing devices and phone systems, and can use these devices from anywhere in the world.
Furthermore, your monthly bill is more predictable since you know upfront how much your service is going to cost. Lastly, CCaaS is equipped to help businesses conduct international communication at low rates as well. With all these benefits, you can see significant savings for all communication-related processes.
3. Better Remote Team Management
By going virtual, your business can easily manage remote teams since users can communicate through the business phone system from any location and any device. Cloud contact center solutions support remote contact centers, virtual call centers, BPOs, distributed teams, and more, by providing tools that let users work efficiently.
4. Low IT Costs and Maintenance
Similar to low communication-related costs, your business can also save on employing a full IT team as well as costs related to updating and maintaining the software. This frees up costs that may otherwise be put towards marketing and sales initiatives to boost brand awareness.
5. Improved Customer Experience
Finally, all of the above reasons make way for enhanced customer experience. If customers struggle to reach your business, they won’t hesitate to look for similar solutions elsewhere. By utilizing a reliable and high-quality phone system, you make it easy for employees to connect with valuable customers and vice versa. This means that agents and reps are given the tools they need to convert more customers and increase the business’ overall sales.
Get Contact Center Solutions for Your Business!
United World Telecom offers various virtual communication solutions for businesses looking to add call center software and features to their existing communication system. We can help you upgrade your business phone system without much work! Call us today to learn more or chat with us online!
With the wide range of telecom terminology and phone system abbreviations swarming the internet, it is easy to get lost in new technology and systems available for business communication. BYOC is one such term and concept that has been gaining prominence with cloud telephone solutions. So, what is Bring Your Own Carrier and how can businesses benefit from this setup?
Bring Your Own Carrier (BYOC): Definition, How it Works, & Benefits
BYOC provides businesses with the option to bring their own carrier or SIP trunking provider and add it as part of their communication setup. This is in place of using an all-inclusive communication platform. Let’s dive into what a Bring Your Own Carrier process looks like and why businesses should care about BYOC.
What is BYOC?
Bring Your Own Carrier or BYOC is the process of businesses bringing or choosing a carrier to plug into an existing phone system. In other words, businesses can choose what carrier to add to their existing UCaaS or CCaaS.
The main reason to consider BYOC as a telecom solution for your business is to shift from using on-premise communication solutions to cloud-based phone systems. By moving to the cloud, your business gains flexibility, mobility, scalability, and more control over your business telephone system.
Bring Your Own Carrier (BYOC) and SIP Trunking
Moving your telecom needs from an on-premise solution to a cloud solution may seem overwhelming. However, advancements in telecom and cloud communications have made it easier and cost-effective to make this move. Some ways you can switch from traditional phone systems to virtual systems include:
Adding SIP trunks to an existing IP PBX
Choosing a UCaaS that is packed with service features
Switching to a cloud solution
At the core of these options is SIP trunking which provides global communications functionality. SIP trunking replaces the traditional phone system by allowing users to place business calls via their internet connection instead of copper phone lines. SIP trunks in a VoIP system can hold multiple SIP lines (up to 100) at a time, allowing for multiple calls to occur simultaneously. These lines can be spread across different devices, departments, and locations. SIP trunks can be added to your existing PBX system without needing additional equipment or hardware.
For over 10 years, telecom companies have been offering an all-in-one communication solution that offers PBX, SIP trunking, and other business communication services. Not all of these providers own every aspect of their offering. For example, many of these providers have their own PBX functionality but they may get their phone and voice coverage from other SIP providers. This can pose a few issues, such as:
1. Higher bundled costs — Since these providers are getting services from elsewhere, the bundled costs may prove higher than if you were to get an unbundled solution. 2. Uneven quality — Since these providers don’t own all parts of their service, they cannot guarantee voice quality which may lead to coverage and quality issues. 3. Compliance issues — There are many regulations that telephony providers must follow and if the provider fails to comply, your business can face coverage issues such as dropped calls.
So, how can your business combat this issue? Enter: Bring Your Own Carrier!
How Can BYOC Benefit Your Business?
The concerns and issues mentioned above have led to the rise of the Bring Your Own Carrier alternative. You can opt for an unbundled solution where you choose your own carrier. What are the benefits of bringing your own carrier?
Maintain control over call routing and forwarding.
Lower service interruptions that may be compliance-related.
Save money on communication-related costs with low SIP trunk pricing.
Scale up and down as necessary.
Keep existing phone numbers through number porting.
Increase global coverage.
Not having a choice or being stuck with a carrier that doesn’t match your needs can become a liability. Being able to choose a SIP provider or carrier that fits right in with your phone system is a great boon in ensuring uninterrupted, high-quality service.
Choose the Right Carrier for Your Business
Having a solid business communication system in place can determine how well your business performs and how customers interact with it. United World Telecom offers SIP trunks in more than 160 countries around the world with international SIP termination and dynamic local caller ID. As your SIP trunk provider, we are here to offer a customizable solution to help you expand globally. Call us today to buy SIP trunks or to learn more about how this service can help your business improve its communication system and global coverage!
Don’t know which communication platform or software to use for your business communication needs? Here’s an in-depth guide to UCaaS or Unified Communications as a Service with everything you need to know about unified communications and how UC can improve internal and external business communication.
Everything You Need to Know About UCaaS
Even though it has been around for a while, the term ‘UCaaS’ is still not entirely familiar to everyone. And so, in this UCaaS guide, we are going to go through what UCaaS and unified communications are, how businesses can use this service to improve business communications, and how to choose a UCaaS provider that’s a perfect fit for your needs.
What is UCaaS and How Does it Work?
Unified Communications as a Service — also known as UCaaS or UC — consolidates significant and relevant communication tools in one cloud-based platform. In short, UC as a service combines features of an office phone system with relevant, real-time apps to create a unified business communication system.
By bringing together phone, chat, video, and messaging services in one platform, UCaaS encourages communication, collaboration, and productivity. This service can be used through any device connected to the internet such as a computer, laptop, deskphone, or smartphone. This way, Unified Communications as a Service supports businesses that work remotely or spread across different locations.
UCaaS Features
UCaaS providers offer various call center services and features that can include telephony, video conferencing, messaging, and VoIP integrations. Here are some of the top features offered:
Advanced call routing
Hosted PBX
APIs and CRMs
Automatic call distribution (ACD)
Auto-attendant
Interactive voice response (cloud IVR)
Local and international call forwarding
Local phone numbers
International toll free numbers
Softphones and web dialers
Outbound calling (caller ID)
Fax and voicemail
SMS forwarding
Voice and video conferencing
Call recording
Chat and SMS
Encryption
Call analytics and metrics
Inbound call display
Call transfer
Extensions and DID numbers
Call detail records
Types of UCaaS Architecture
Businesses looking into UC as a software for their business communication needs must first understand the two UCaaS architecture options offered: single-tenancy and multi-tenancy. Choose the UCaaS model right for your company depending on your communication needs and budget.
1. Single-Tenancy UCaaS The single-tenancy model is a UCaaS architecture where the organization is the only user (tenant) of the software. This type is highly customizable and can be tailored to meet the customer’s specific needs. Additionally, this type of UCaaS model keeps customer data separate and private. The single-tenancy model can prove expensive as the user pays for the service including updates and maintenance.
2. Multi-Tenancy UCaaS In multi-tenancy UCaaS, more than one user is using the same software. This type of UCaaS architecture offers limited customization options. However, it is more cost-effective than a single-tenancy model as updates and maintenance are shared by all users.
On-Premise vs Cloud UCaaS
There are two ways to set up UC as a service for business communication: on-premise and cloud (hosted). The difference between these two types of systems is who is in charge of them: the business or the UCaaS provider. And deciding which type of UCaaS architecture and service your business needs depends on:
What is the communication budget?
Does the business have an in-house IT team or plans to hire one?
What is the stage of business growth — starting out or established?
Does the business have an existing PBX system or plans to replace it?
Does the business need to purchase a new communication system?
With on-premise UC, the servers are located in the business’ office and involve acquiring the necessary hardware. This means that the business will need an internal IT team to install, update, and maintain the system. And the upfront costs plus the cost of hiring an IT team can prove expensive.
Hosted UC or UCaaS, on the other hand, relieves businesses of software maintenance and management — all of this is taken care of by your UCaaS provider. You can even eliminate upfront hardware and equipment costs. With UC as a service, your business can scale up and down as needed.
UCaaS vs CCaaS: How They Work Better Together
UC as a software used to compete with contact center as a software (CCaaS) as the better communication platform alternative. However, lately, users and providers are realizing that UCaaS and CCaaS combined leads to better results.
CCaaS is basically cloud call center software designed to enhance customer service. It offers various cloud communication tools in one platform. By integrating it with UC as a service, you have a business communication system equipped for effective internal and external communication. A UCaaS-CCaaS solution, therefore, encourages and optimizes in-house collaboration as well as customer interactions.
More and more businesses are adopting UCaaS as part of their communication setup. Before we delve into why businesses are choosing UCaaS and how your business might benefit from this service, let’s look at UCaaS trends for 2022:
More cloud solutions
Adoption of AI
Higher adoption for remote teams and digital workspaces
More focus on customer experience
Growing focus on improving employee experience
Rise of additional service extensions
Improve data management and analytics
Rise of global SIP trunking
So, how are companies using and benefiting from UCaaS solutions?
1. More Internal Collaboration and Communication
UCaaS solutions allow various departments and teams to communicate smoothly. This way, marketing, sales, and services teams can work together to develop better products and advertising strategies. However, interruptions in communication can disrupt and discourage an easy workflow. UC solutions work to eliminate this issue letting teams share information and knowledge seamlessly.
2. Better for Business Continuity
With this platform, your business can secure business communications and reduce downtime by engaging its disaster recovery settings. What this means is, if your communications fail, calls and emails can be routed elsewhere for business continuity.
3. Low Communication-Related Costs
Furthermore, you can expect lower communication and IT-related costs. Since your provider handles updates and maintenance, your business does not need to pay for those costs. And you don’t need to worry about purchasing additional software, hardware, or equipment. Furthermore, hiring an experienced IT team becomes unnecessary as well.
4. Improve Customer Experience
By using the various communication features that come with your UCaaS software, you can practice effective call management and improve caller experience. This means reducing call wait times, routing calls to the right departments, increasing first call resolution rates (FCR), and more.
In fact, with a well-designed IVR, callers may even be able to resolve their call without needing to speak with an agent. This is because interactive voice response can provide certain self-service options that customers can complete. For example, providing business hours, processing a payment, or renewing a service, etc.
5. UC for Remote Team Management
Businesses have also been using UCaaS to enable smooth remote working. UC for remote teams allows all users and employees to stay connected and share data and information, irrespective of their location. UCaaS has, therefore, given rise to remote or virtual call centers and work-from-home call centers.
6. Access to a Unified Platform
In one cloud-based platform, UCaaS offers multiple features to support business messaging, collaboration, telephone (voice and video calling), email, and more. This reduces time wasted on moving between different services and platforms.
How to Choose a UCaaS Provider: 6 Steps
When looking for a new UCaaS provider for your business communication system, consider the following steps and questions:
Step 1. Check for Reliability
As with any new product you purchase or new service you sign up for, research the business and check for reliability and credibility. How long have they been in business? Have they been discussed by others in the industry? Have they participated in industry events? What are their customers (current and past) saying about the service? And so on.
Step 2: Browse Through Features and Integrations Offered
Look at all the features, services, and integrations they offer — do they match your company’s needs? Would it take long for your employees to learn how to use this system? Are these features easy to use and set up? What percent of the software is self-service?
Step 3. Look for Customer Reviews
Browse through customer reviews on Google and software review websites such as G2, Capterra, PCMag, SoftwareWorld, SaaSGenius, etc. Read through customer testimonials and case studies, when available, as they can give you more insight into how specific companies are using these services.
Step 4. Consider Scalability Options
If you’re a growing company, then scalability is a prime concern for you — you want to be able to scale up or down without much change or interruption. Can this UCaaS provider help you grow as and when needed without delays and service issues?
Step 5. Consider Security
Since UCaaS solutions manage much of your company’s data and communication, you want to find a provider with voice security and encryption protocols in place to protect consumer and company data. What protocols does this provider have? How do they handle data and security breaches? Do you need specific features and services to maintain compliance and does this provider offer these services?
Step 6. Check for Customer Service Accessibility
Lastly, how accessible is the UCaaS provider’s customer service team? Are there multiple customer service channels — phone, email, chat, support tickets? What is their response time? If it is hard to get in touch with the customer support teams, you may want to look for another provider. This is because when your UCaaS solution fails or starts acting up, you will need a responsive provider to jump on it and resolve the issue quickly.
Learn About United World Telecom’s Solutions
Still don’t know what type of office phone system will work best for your business communication needs? Speak with our telecom experts. We can guide you through the different features and services we offer and how you can customize your business phone system to match your needs. Call us today at 1 (877) 898 8646 or chat with us online!
When researching business phone service or VoIP providers, you will come across the term CTI or computer telephony integration. Here we explain what computer telephony integration or CTI software is and how businesses can use this technology to streamline business communication and increase agent productivity.
Computer Telephony Integration: What is CTI Software?
In simple terms, CTI is a technology that connects computers and telephony. Computer telephony integration or CTI technology enables computers to interact with telephones or perform telephone functions like placing and routing calls.
A CTI software is designed to streamline contact center operations and improve agent performance and productivity. Mostly used in call centers, CTI software can also be used in businesses of various sizes that have a steady stream of call traffic.
CTI Functions
So, what can your business use computer telephony integration for? There are many functions for CTI technology — here are some ways to use this technology:
Make phone calls from your computer at the click of a button.
Identify callers by matching the incoming phone number to a database of customer records.
Route and transfer calls through advanced routing and self-service options such as IVR.
Display customer information on agents’ screens before they take the call, also known as screen popping.
Access to call logs, reporting, and recording functions.
Access to manual and automatic dialing options such as click-to-call, autodialers, and softphones.
Conduct basic phone controls such as answer, transfer, conference, hold, etc.
Computer Telephony Integration Applications
What are some common applications of computer telephony integration technology and what businesses can take advantage of this software? Some computer telephony integration applications include:
Call and contact centers
Business with distributed teams and remote employees
5 Benefits of Using CTI Software for Business Communication
How can your business use CTI and benefit from this type of VoIP integration?
1. Place Calls With Any Device
The main attraction and benefit of using CTI software is that users do not need telephones or desk phones to make and receive business calls. Instead, they can simply click to call through their computers or laptops using headsets. This helps cut down costs on additional equipment needed.
2. Caller Authentication Through Integrations
Computer telephony integration technology easily integrates with most CRMs, further simplifying and streamlining agent processes. The CTI preemptively identifies the caller by screening the phone number or email address through the customer database and then displaying the information on the agent’s computer screen. This is also known as screen popping or screen pop. By automatically authenticating the customer, the agent is prepared to offer fast service.
Additionally, depending on the type of CRM used, call records may be automatically added to the customer’s record for data analysis in your call center. Think: call history, call detail records, transcripts, metrics, and other important caller information.
3. Advanced Call Routing Options
Another key feature of CTI software is providing call routing and transfer. With computer telephony integration technology, your business can route and manage calls more effectively. You can use an interactive voice response system or automatic call distributor to route calls automatically based on predetermined rules.
To do this, design and create an easy-to-use and informative IVR system. When callers call your business, they will be presented with menu options and prompted to speak or push buttons for further options or to be transferred to the right department. Based on their input, they will be assisted or transferred to the appropriate department. Some ways to route calls include:
Caller input — Callers indicate what they need through the IVR menu
Caller history — Based on the caller’s previous interactions with the business
Agent availability — Routes to the next available agent or employee
Location-based routing — Based on the location of the caller
Time-based routing — Based on the time of day of the call
Skill-based routing — Based on the skill or expertise needed (for example, language preferences)
Department needed — Callers indicate what department they need
These call routing options help with call management so your callers get to the right agent and receive assistance as quickly as possible. You can reduce wait times and frustration related to being routed to the wrong person or department.
4. Collaboration Tools
Besides making it easy for customers to connect with your business, CTI technology also supports in-house collaboration through:
Voice and video conferencing
Call whisper and call barging
Warm call transfer
Call monitoring
Call recording
With these training and collaboration tools, teams can work together and managers or supervisors can listen in on calls and provide coaching.
5. Unified Communication Tools
Finally, along with phone calls, CTI software can also be used to receive faxes and emails. This makes it a UCaaS trend that lets you access all you need about a customer and their history with your company.
Want to Learn More About Advanced Telephony?
Our telecom experts can help you find the right business communication set-up for your company. Call us at 1 (877) 898 8646 or chat with us online to learn more!
With more dependence on cloud communications, it’s time for businesses to upgrade their phone systems to ones that can be accessed virtually. Cloud phone systems make it possible for companies to manage remote teams as well as expand their global coverage. Learn how a virtual phone system can improve the way your business communicates with customers locally and globally. In this post, we discuss virtual phone communication systems and their benefits.
Virtual Phone System: Definition
Virtual phone systems or cloud phone systems are becoming the new normal as businesses prepare for remote working possibilities. A virtual phone communication system or cloud-based phone system is a communications platform that allows users to make and receive business calls from anywhere through an internet connection.
How Do Virtual Telephone Systems Work?
More specifically, a virtual phone system uses virtual phone numbers and voice over IP (VoIP) to transmit calls over the internet. Because of this, users can make and receive calls from any location and any device (deskphone, softphone, app, smartphone, etc), as long as they are connected to the internet. VoIP phone systems convert voice signals into digital packets and move them from one user to the next. By doing so, VoIP calls use internet bandwidth to maintain high quality and speed.
While traditional phone systems work from one location, virtual phone communication systems can work from any location and can connect people from multiple locations. Companies that have multiple office locations or remote offices and teams can use a cloud phone system to stay connected and take advantage of virtual communication features for call management.
Benefits of a Virtual Communication System
There are many advantages of using a virtual phone communication system over a traditional phone system. These systems are cost-effective and can assist your business expansion plans. Furthermore, they can support your business’ call volumes by providing call management tools and features that can make the customer experience better.
1. Scalability Need to add or remove certain users, locations, and lines? No problem! With virtual communication systems, you can control how big or small you want to go. Add new lines and users as needed, and make necessary adjustments without needing to change or update your entire system. You can scale up and down as needed — and pay only for what you use — nothing or less.
2. Cost-Effective By switching to a virtual phone system, your business can cut down on costs when it comes to purchasing multiple phone lines, hardware, and equipment, and even long-distance and international calling rates. Your cloud phone system is equipped to add or remove phone lines as and when needed. Even your virtual phone numbers can be adjusted depending on need and usage. Calling internationally or enabling global customers to call your business becomes easier with virtual phone numbers. You can bypass international boundaries and cut down on international communication costs. Lastly, you won’t need to worry about purchasing and maintaining hardware for a virtual telephone system.
3. Access to Features Virtual communication systems come packed with a variety of features and services to enhance connectivity, smoothen call management processes, and improve customer experience when they call your business. Top features that come with a virtual phone system are international call forwarding, call recording, customizable caller IDs, automated response systems (IVR), and more.
Why You Need a New Virtual Phone Communication System
So, why would your business need a new phone system? Evaluate your phone system and watch how it has been performing. Can you connect all necessary users (agents and employees) effectively? Are calls being forwarded seamlessly to the right department or location? Are you paying too much for minimum or basic services? These are some questions to consider when thinking about switching to a new system. Here are some important factors to include in your evaluation.
1. High Pricing, Low Reliability
Check what other providers are offering and what their plans include and cost. Are there providers offering more for lesser or similar rates? If your virtual phone system provider is not offering all the necessary features and charging you high rates, you may want to look for a new phone system. Similarly, if your provider is not reliable and the service quality is low, this can exponentially impact your customer service efforts.
2. Commitments Needed
Another thing to consider is being locked in long-term contracts or worrying about high cancellation fees. A reputable provider who knows their business’ worth won’t ask you to enter long-term contracts or charge high service and cancellation fees. Their service and its quality will speak for itself.
Are you missing specific features that can boost your communication system? Review what other providers offer, both their basic and advanced features and services. Additionally, if you need to expand or grow your service, can your current provider offer you what you need? Are these additional services reasonably priced?
4. Fewer Customer Service Options
Lastly, evaluate your provider’s customer service. Your cloud phone system connects you to your valuable customers. When your phone system fails or the quality drops, can you quickly reach out and connect with their customer service teams? For example, United World Telecom offers various customer support options such as phone, live chat, email, and support tickets. This way, we can cater to customers through their preferred mode of contact and resolve more issues and concerns.
Looking for a Change?
You can upgrade your virtual phone system when you get a virtual phone number from United World Telecom. We offer an array of features and services to give you the tools your need to build strong customer relationships. Speak with our representatives to find out how we can support your business needs today!
Wondering if outsourcing your communication processes to a BPO is the way to go? Learn how a BPO in a call center works and what the advantages of using a BPO for your business communication needs may entail.
What is BPO (Business Process Outsourcing)?
Businesses often choose to outsource communication-related services to a BPO in a call center. In other words, these businesses hire a third-party organization to handle business processes like customer service, sales, marketing, and so on.
BPOs are call centers that take on a company’s business processes so as to ease the various burdens they may face. Companies have used such services for years as a way to reduce communication-related and hiring costs.
What Services Does a BPO Call Center Offer?
A call center BPO offers a variety of communication-related services including:
1. Lead generation and sales calls: Agents make calls based on lists of predetermined prospects and leads. They track leads, qualify them as valid leads, make sales pitches, and follow-up with interested customers. The goal is to increase sales for their business clients.
2. Market research-related services: This includes agents trained in marketing services who interact with potential customers and target demographics to understand the customer base better. The goal is to identify customer needs, expectations, and preferences so that the business client can serve these customers better.
3. Customer success and interaction services:Customer success focuses on proactively taking care of existing customers, welcoming new customers, making follow-up appointments, collecting feedback, checking in on customers, and more.
4. Customer service and technical support: Customer service reps answer calls and offer assistance regarding products and services, as well as IT, technical, and troubleshooting help to customers.
Benefits of Using a BPO in a Call Center
From small businesses to large corporations, all types of businesses can take advantage of BPOs and call center outsourcing services to boost their customer support and sales endeavors. Here are some reasons to consider outsourcing:
1. Cost-savings: By utilizing a BPO in a call center, you can reduce costs that would otherwise be spent on running in-house customer service and sales teams. Additionally, you do not have to spend additional capital on call center software and equipment, and its maintenance.
2. More advanced call management tools: Contact centers are equipped with all the right tools and advanced technology to handle large call volumes effectively. Common features include:
International call forwarding
Call routing strategies: time-based, location-based, skill-based, and more
Call recording: inbound and outbound
Advanced IVR
Outbound calling with customizable caller ID capabilities
These services boast better call management to ensure calls don’t go unanswered and callers are served efficiently.
3. Low staffing requirements: Since your BPO takes care of hiring and training reps, your business does not have to worry about training agents and evaluating performance on a regular basis. This can further save you money and time, which can then be spent on marketing services and product development.
4. Offer reliable, accessible, and around the clock customer support: Some call centers tend to have multiple geographic centers and cater to international business needs. Because of this, your business can provide around the clock sales and customer support to your customer base in different regions and time zones. This way, your business is always reachable, increasing customer satisfaction.
Is Call Center Outsourcing the Right Option for You?
Deciding whether you need to outsource your communication needs depends on the size of your business and pocket. Consider what your business needs to improve sales and customer service. Can your budget handle in-house call center software? To learn more about cloud call center software, speak with our experts at 1 (877) 898 8646 today!
In this post, we discuss what SIP ALG is and how it can affect the quality of your VoIP phone calls. Disable SIP ALG to improve VoIP call quality and ensure there are fewer interruptions.
What is SIP ALG?
Session Initiation Protocol (SIP) is an internet protocol with voice data packets that initiates, maintains, and terminates voice communication between two users. SIP is used for voice calling over LTE and VoIP phone systems.
Routers used to connect to the internet also segment the provider and your internal network through Network Address Translation (NAT). This is to add an additional layer of security through a firewall allowing only authorized systems access as they connect with a network’s computers and devices.
The main purpose of SIP ALG — Application Layer Gateway — is to prevent problems caused by a router’s firewall. ALG prevents these issues by keeping an eye on the VoIP traffic (voice data packets mentioned earlier) and modifying them, when necessary. ALG works as a proxy to rewrite the destination for these packets. By doing this, ALG can improve connectivity.
Why VoIP Users Should Disable SIP ALG
Many routers have the SIP ALG feature turned on by default. With this feature on, VoIP traffic (voice data packets) can get lost due to router firewalls when transferred between the phone and the VoIP provider.
And because of this, it can lead to multiple VoIP problems, including:
One-way audio
Phones not ringing on incoming calls
Calls sent directly to voicemail, especially when not set to do so
Dropped calls, even after connecting
This is why one of the best ways to improve VoIP call quality, among others, is to disable the SIP ALG feature.
Disabling SIP ALG is quick and easy, and depends on the type of modem your business uses. For most routers, you will need to:
Log into your router’s control panel.
Navigate to Advanced or Security settings.
Locate SIP, ALG, or Firewall settings (depends on your router’s set-up).
Uncheck the SIP or ALG box.
Save and reboot/restart your router.
If your router’s settings are not as clear, you can always reach out to your provider and ask for specific instructions.
Protect and Maintain VoIP Call Quality
Disabling SIP ALG is a common way of troubleshooting VoIP issues. However, there are other VoIP call quality issues such as jitter, packet loss, and latency that can affect the way your business communicates with its customers. Most of these issues stem from low-quality internet or insufficient bandwidth. Speak with our representatives today to learn how your internet bandwidth can affect your VoIP phone system. Call us at 1 (877) 898 8646 or chat with us online today.
Need an automated telephony service to help you manage business calls? Learn how an auto-attendant works and how your business can use one effectively.
What is an Auto-Attendant?
Auto-attendant refers to a telephony service wherein a voice menu system answers incoming calls and transfers callers to the appropriate extension without the help of an operator or receptionist. Other terms for auto-attendant include automated attendant, digital receptionist, and interactive voice response (IVR).
How Does an Auto-Attendant Work?
The automated attendant can be understood as an automated call answering system that helps transfer incoming calls while providing callers with general information about the company and its services. But the main point of an auto-attendant is to manage incoming calls effectively so callers are not left confused or arrive at the wrong agent or department. An auto-attendant may have the following features to ensure better call management:
Greeting messages
Business information (office hours, location, list of services, etc.)
Automated company directory (with extensions for users and employees)
Call transfer and routing options
Menu prompts such as Repeat, Exit, Speak to Representative, Operator
Auto-Attendant vs IVR: What is the Difference?
The terms auto-attendant and IVR are often used interchangeably. However, there are a few differences between these services. The main difference is that the interactive voice response system is a more advanced system with additional features.
Auto-attendants route and transfer incoming calls so customers don’t wait in queue for long. And if waiting is required, then hold music is played. IVR systems include more smart features. For instance, IVR systems have voice recognition that enables callers to speak or say what they need instead of pressing a button on their keypad. This way, callers are not limited to the set menu available and can explain the reason for their call better.
Additionally, the IVR system can collect information about the customer and route calls accordingly or inform the agent beforehand. This includes account numbers, customer IDs, and so on. As such, the IVR can prepare the appropriate agent before they proceed to assist the customer. Furthermore, the IVR’s self-help menu allows for callers to complete certain actions and tasks without needing an agent. For example, the IVR can assist callers in paying bills, checking one’s account balance information, scheduling appointments, and so on.
3 Benefits of Using an Auto-Attendant
So, what does an auto-attendant do and how can your business benefit from such a service? Automated attendants or IVR systems have countless benefits that support call management and improve caller experience. Here are some of the top benefits of using an auto-attendant:
1. Effective Call Management
Since calls can be automatically distributed based on set rules, callers reach the appropriate department or agent quickly and accurately. This is especially useful for businesses that have large call volumes and struggle with answering calls effectively.
2. Increased Productivity and Efficiency
You can study your customers’ needs and preferences and customize your auto-attendant to provide them with more useful options and reduce wait times. Additionally, you will also reduce the number of times agents receive calls that are not related to their department, increasing efficiency and productivity.
3. Cost Savings
With smart call routing, you will not need a secretary or receptionist working to manage your calls. Your company can save on hiring extra staff and place more emphasis on improving customer experience.
Where Can I Get an Auto-Attendant?
You can get an auto-attendant from virtual phone number providers like United World Telecom. Speak with our experts to learn more; call us at 1 (877) 898 8646 to get started today!
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