Dialexia Communications Inc. - ContactCenterWorld.com Blog
The hospitality industry is demanding: it is one of those sectors in which the competition is tough. The mission of hotels is to take care of their guests and provide them with an irreproachable experience and service. And this is often done to the detriment of their profitability and business efficiency.
For good reasons, it is rare that hoteliers stand out by a computer system at the cutting edge of the technology. Yet, those who adopt these new tools are, in a way, pioneers of the hospitality industry. They pave the way in an innovative manner to their colleagues, in order to increase customer satisfaction and optimize their revenues.
Cloud-hosted PBX hotel solutions
Cloud computing is reliable and revolutionary for hoteliers and their guests. Indeed, it makes it easy to install a set of different software solutions with a simple access to the Internet. The adoption of the cloud benefits hotels by drastically simplifying their entire phone network by installing a hosted PBX. It also allows them to reduce their phone bills while having access to a wide range of features.
Benefits of the cloud-based PBX for hotels
When an application or software is hosted on the cloud, two programs can communicate with each other and exchange as much data as you want. This is the case, for example, in the solution designed by Dialexia for the Eliot hotel. In fact, Dialexia was able to connect its Hospitality hosted PBX to the Infor PMS to unify the call accounting system.
In addition, the cloud simplifies the expansion and the maintenance of your IT system and, by extension, of your phone system. If your software is on the cloud, you will not have to worry about its compatibility with your computer hardware, including your computers or operating systems. Since all updates are done directly in web applications, even employees will be able to download them. It is easier, faster and cheaper.
There are many operations and daily transactions in hotels that accumulate in the system, making it heavier or even slower. Cloud-based technology takes up less space on computers. Thus, it facilitates the flow of transactions internally between the different departments of the hotel, but also with customers.
Are you looking for a hosted IP telephony solution specifically designed for hotels or other hotel environments? The Dialexia team will be happy to make a demo for you. The HERO Hospitality PBX is innovative software including a state-of-the-art call management and accounting system. It helps hotel operators achieve their various goals in terms of customer service, productivity and costs reduction.
Publish Date: April 17, 2017 5:00 AM
Did you know that 37% of American workers worked remotely in 2015, four times greater than in 1995. According to BMO Groupe Financier, in Canada, 31% of employees working for companies with less than 50 workers do remote work. New technologies have made remote work possible. Among them, convergent IP telephony solutions enable workers and their companies to remain reachable at any moment, without compromising the quality of their collaboration. As a consequence employees benefit from better quality of life, and contribute to solutions to ecological and road traffic challenges.
The Internet protocol at the service of remote work
The internet, a cornerstone of both remote work and voice over IP, is at the center of the tertiary sector and continues to grow with it. With a simple Internet connection, your clients can stay in touch with their nomad coworkers through the company’s phone network.
A hosted PBX solution like HERO, designed by Dialexia, simplifies the management of internal communications. At the same time, it reduces the work load associated with the assistance activities of the IT department. Indeed, HERO is a stable and evolutionary solution. This hosted PBX provides a variety of easy-to-install functionalities and saves your technicians’ time. On one hand, users notice a better productivity due to better internal calls management. On the other hand, companies notice better profitability while reducing their gateway costs. They also benefit from an efficient VoIP solution that will meet their needs throughout the growth process.
How VoIP simplifies remote work
A platform like HERO is supporting remote work: remote workers can connect to the phone system of the company during a business trip or even from home, while enjoying the same high-range services as their colleagues at the office. For instance, employees using HERO can access their voicemails from their phones or from their email addresses, wherever they are. Besides, a team does not need to be at the same place to work on projects: by connecting to the Internet, your clients can access the phone network and work together - remotely.
Finally, there are many software facilitating remote work and collaboration. Indeed, interfaces designed by Dialexia like HERO or Dial-Office, can help to have a link with the company. Employees are connected to their organization with their phone extension and they are more focused on their work.
For more details, contact us or explore our phone solutions.
Publish Date: March 14, 2017 5:00 AM
Over the years, many companies have adopted IP telephony solutions for their communication needs. Hosted PBX, softswitch, PBX software and other IP solutions designed by Dialexia are fully customizable to the telephone needs of any structure. Thus, the HERO hosted PBX solution or the Dialexia softswitch Dial Gate created by Dialexia, are reliable and powerful systems. If you want to reduce your operating costs, they also provide a panel of high added-value functionalities to its users.
However, hackers have noticed that IP telephony is on a wave of success and surf on this innovation to the detriment of its users. As a result, our team at Dialexia is particularly focused on addressing data security vulnerabilities in the network to deliver secure products to its customers.
Fully built on the Internet network of the company, Voice over IP is easy to integrate and easy to manage. But connecting to the Internet protocol is not devoid of risks and computer threats. Of course, regulations are in place to protect confidentiality and to force businesses to be vigilant. However, network managers and IP solution developers must be proactive in preventing hacking and other attacks from the web and interconnected networks.
Indeed, there are several risks that can intercept the most sensitive corporate data and information that circulates. Recorded conversations, password recovery, pirated voice messaging, digital identity theft and illegal handling of the management console are part of the list of hacker hacker actions.
VoIP and security basics
So here are some basic safety tips to guard against these unpleasant risks :
- Separate data traffic and voice traffic by deploying two vLANs
- Use an IP session security protocol (SIPs / TLS) to prevent espionage and falsification for the signal part of the communication
- Use an SRTP channel security protocol for the audio part of the communication
- Avoid using the defautl port 5060 (SIP server)
- Keep VoIP systems up to date and systematically apply security patches
- Limit phone calls per lines
- Delete the VoIP accounts of the employees that no longer work for the company
- Secure VoIP gateways effectively
- Protect the remote administration console with a strong password
- Put restrictions on the types of calls allowed on the network and determine periods of use for VoIP
- Place the VoIP server behind a SIP firewall and an Intrusion Prevention System (IPS)
Dialexia offers secure IP telephony products and pushes the boundaries of its solutions’ performance with a dedicated R&D. For more information about the security of our IP telephony solutions, contact us.
Publish Date: March 2, 2017 5:00 AM
Modern IP-PBX Systems and Security Considerations
Use of Voice over IP technology has seen rapid growth in recent years. And like any other popular internet-based technology, IP-PBX systems present users with a certain number of security risks. Indeed, IP telephone protocols are vulnerable to a wide range of low-level attacks, including session hijacking, identity theft and network traffic sniffing, which allow hackers to decipher and listen to private voice conversations. Businesses currently on the market for IP-PBX systems should make sure that the software they choose will have safeguards in place to protect against some of the more common VoIP attacks, outlined below.
VOIP fraud is accomplished by identifying a security loophole in a VOIP system and determining which routes are associated to which accounts. Hackers employ tools (which vary in sophistication) and user-ID-generators to send calls to a company phone system. Calls which are successfully routed are then stored alongside the generated ID for future disturbance. Some software providers have designed SIP Stack and Call Controller modules aimed at discovering and acting upon attack of this nature. Dial-Office IP-PBX, for example, will immediately connect intercepted hack calls to a fake route (dead air) while simultaneously recording the source’s IP address. All subsequent calls from that IP Address are then automatically dispatched to a fake route.
Spoofing is an attack which consists of ‘turtling’ a system in order to disrupt network service. This type of attack is of particular concern as it can be orchestrated by experienced and ‘novice’ hackers alike. Quality IP-PBX systems will typically feature a process that determines the IP address from which ‘Spoof’ SIP messages are sent. Once illegitimate SIP messages have been identified & filtered-out, the IP address from which they are sent will usually be banned, though this is often left to the discretion of the PBX administrator.
Given the highly confidential nature of certain calls, professional-grade IP-PBX, Softswitch & hosted PBX solutions will often feature systems with multiple levels of signal & voice encryption to provide additional security. One such system combines the standard method (TLS for signal & SRTP for voice) with IP Phone proprietary protocols to achieve what is sometimes referred to as ‘end-to-end encryption’.
IP telephone systems offer a great number of business benefits to users, including reduced operating costs & a superior degree of responsiveness. Nevertheless, software- and especially web-based PBX solutions should not be adopted without careful consideration of the security issues at hand. As for companies who are already ‘saddled in’, regular checking for software updates, patches & add-ons is an essential step towards reducing the latest VoIP vulnerability risks.
Publish Date: March 17, 2016 5:00 AM
About SIP Trunking
SIP trunking is a commonly used VoIP and streaming media service based on the session initiation protocol. The service is used by internet telephony providers to deliver a range of communications services that include voice, video and other streaming media services like desktop sharing, instant messaging, presence applications and web-based conferencing.
The Cost Implications of SIP Trunking
Things to Consider When Choosing a SIP Trunk Provider
SIP trunking providers should be carefully selected, and one of the most important things to look at for each vendor is its VoIP and IP network configuration. Indeed, how a SIP provider peers with other companies can have a considerable impact on voice quality – a critical purchase consideration for many VoIP buyers.
Another important thing to look at when shopping for SIP trunk services is the pricing structures of providers – which can vary quite a bit from one to the next. For example, some – but not all – carriers charge a fixed fee per month for each concurrent call path. Other carriers may begin to charge for local calls, even if your previous non-SIP plan provided this feature for free. As such, it is important to consider all of your options and to evaluate your current costs before moving ahead.
Looking for SIP Trunking providers that have been certified to operate with our award-winning VoIP Softswitch and PBX Platforms ? Contact us today for a free consultation.
Publish Date: February 24, 2016 5:00 AM
The VoIP Service Provider in today’s marketplace
While the number of VoIP subscribers worldwide continues to grow, recent data suggests that the rate of growth has begun to slow for the first time since the advent of voice over IP technology in the late 90s. Nevertheless, VoIP technology’s greater-than-ever accessibility has resulted in the establishment of tens of thousands of companies dedicated to providing VoIP services to small- and mid-sized businesses – and that’s only in the last few years. Subsequently, the regional VoIP service provider sector has become fiercely competitive, with multiple small providers vying for position in the crowded but highly profitable SMB niche.
With so many VoIP service provider companies to choose from, building a unique brand has become an extremely important condition for achieving success. Below, we take a look at two key areas smaller providers can hone in on to help establish a unique and attractive brand that will enable them to make a name for themselves in a crowded field.
Many of the challenges faced by clients shopping for the right provider are also faced by providers when they themselves are choosing VoIP platform vendors. With so many proven companies out there – including giants Cisco and Avaya, mid-sized players Mitel and Shoretel, and smaller specialized VoIP vendors like yours truly – there are an overwhelmingly large number of product flavors to choose from.
When choosing a VoIP vendor, service providers should begin by asking: Does this technology’s road map align with my business model? If your company is narrowly focused on championing a particular service area or vertical market, then it is essential to seek out a vendor with the technology in place to support this goal. Similarly, it’s important to select a technology that complements your organization’s strengths. For instance, a provider with moderate IT experience who favors personalized solutions and service will do well to consider the more affordable and flexible platforms out there, including Dialexia’s own. On the other hand, experienced VoIP developers who are ready to devote time to configuring and troubleshooting their own platforms may be more inclined to use an open-sourced platform like Asterisk.
In any case, the platform you end up choosing will have far reaching implications on the services you offer, the cost of these services and the ways in which they are delivered – so choose wisely !
Much to the dismay of VoIP business owners with an IT-focused background, marketing plays a critical role in building a sizable customer base and maximizing client opportunities for smaller VoIP service providers. The good news is that the advent of online marketing and related services has considerably lowered the cost of standard marketing services. For smaller product-specific tasks such as logo and brochure design, web outsourcing (to sites likes freelancer and Upwork) is a solid, often affordable alternative. Beyond that, there are a number of savvy social media users who can be paid hourly or flat rates to considerably raise your brand’s presence and visibility online.
By giving the necessary consideration to the two areas mentioned in this article, small VoIP service providers – whether they are just starting up or starting over again – can build a robust, differentiated brand that will help them stand out from the crowd and give their company the best chances for business success going forward.
Want to learn more about our PBX solutions for VoIP service provider companies? Have a look at our acclaimed Softswitch, Hosted and on-site PBX solutions or contact us today for a free consultation.
Publish Date: February 18, 2016 5:00 AM
VoIP Phones: Our CTO Shares His Favorites
While professional and user reviews give us a good idea of where to turn when purchasing VoIP phones, large-scale customer surveys are even more useful, as they can expose the persistent issues and connectivity troubles that tend to be overlooked in initial reviews. With that in mind, we spoke to Dialexia CTO Mohamed El-Mohri to find out which VoIP phones he thinks offer the best long-term value for small- and medium-sized IP-PBX deployments. His opinions are based on feedback received from the hundreds of small business VoIP users and service providers Dialexia has worked with over the years.
Yealink T23G & T27P
The Yealink T23G is a professional 3-line VoIP phone for business users with demanding collaborative needs. It’s big brother, the T27P is an executive phone that supports up to 6 SIP lines. Both of these VoIP devices offer terrific value for the price, providing all the same features, capabilities and productivity benefits of their more expensive rivals. While they may ‘feel’ a bit flimsy at first use, they have shown themselves to be just as robust and reliable as costlier models out there, even after years of punishment in an SME environment. Best of all: The Yealink T23G & T27P offer great sound quality – a top buying criteria for many business buyers.
Polycom VVX 400 & VVX 300
Polycom VVX 400 and VVX 300 series VoIP phones are Polycom’s most recent mid-range and entry-level media telephones. While they are more affordable than similar offerings from the likes of Cisco, these devices are by no means cheap. One of the reasons they made our list is the incredibly clear and bassy HD voice quality they provide. The full duplex speakerphone is perhaps the greatest achievement of these relatively inexpensive devices , as we have yet to find another phone (in any price range) that rivals the speakerphone sound quality the 300- and 400-class VVX VoIP phones provide.
As is the case for most entry- and mid-level Polycom devices, the VVX 300 and VVX 400 are fairly easy to integrate with third-party web-based UC and productivity applications. Cost-conscious buyers who require modern, powerful and flexible VoIP would do well to consider either model series.
Need telecommunications advice for SMBs? Have a look at some of our other blog entries focused on the needs of small and medium-sized businesses:
- IP-PBX Features and Why SMBs Love Them
- VoIP Infographic – SMB Buyer Trends 2016
- Enhancing Branch Communications with a UC Solution
- Using Everyday Tech to Reduce SME Expenses
- SME Outsourcing: Can Cloud Solutions Help?
- Raising Office Productivity With UC Solutions
Publish Date: February 9, 2016 5:00 AM
Last week on the Dialexia blog, we posted an infographic based on a recent survey by Software Advice, which aimed to identify the most sought after IP-PBX features and components among SMB buyers in 2015. In this article, we take a closer look at some of the most sought after IP-PBX features in the SMB segment, and explain how these are used to improve customer service, productivity, manageability and reliability in a small office setting.
IP-PBX Features for SMBs: The “Essentials”
The IP-PBX has a set of standard features that enable enterprise employees, from the PC-based worker and the road-warrior to the SOHO-enabled contractor to maximize productivity. Several of these primary functions – perhaps the most essential – are shared with the Plain Old Telephone Service (POTS) PBX.
Interactive Voice Response (IVR)
Companies can benefit from improved customer service by offering a full-featured IVR system. The IVR enables employees to access their voicemail and account information 24/7/365. Perhaps most importantly, it enables external callers to rapidly access a business’ corporate resources and information by using a telephone keypad to communicate with an auto-attendant. Auto-attendant features like language selection, call transfer (by extension, last name or group), and operator access (dial 0) enable SMBs to process client calls in a manner that increases productivity without compromising customer service.
With an IP-PBX, voicemail messages are digitally encoded. This means that users can access, save, delete and forward them using a computer, in addition to the traditional telephone methods. The IP-PBX administrator can select how voicemail storage is decided among users by defining limits in their user profiles. This includes the total number of received messages and the total disk space allowed for storage of all messages on the server.
Advanced Call Forwarding
This feature allows calls to be forwarded to a secondary telephone number or a different extension. It is an excellent method for helping callers locate an agent when they are not at their desk or out of the office. Calls can be forwarded to a mobile phone or to a colleague’s number unconditionally, on no answer, on busy or according to a certain schedule. With this feature, users can send their desk phone traffic to any other phone, so they don’t miss any important calls at home or on the road.
VoIP-exclusive IP-PBX Features: The “Modern Classics”
The IP-PBX also has unique features that are not found in TDM PBX systems, but have been offered on VoIP-based platforms for over a decade. Some of these features offer considerable productivity advantages to SMBs.
Unified Communications and Messaging
With unified messaging, voice messages that are received in one’s voice mailbox are also sent to a user’s E-mail inbox as E-mail messages with attached sound files. They can also be viewed and listened to from within a browser-based application.The advantage of this approach is that voicemail can be accessed from anywhere, and voicemail sound files can be conveniently forwarded to another user and archived for future reference.
The Hunt Group feature is a time-saving call transfer distribution mechanism. User extensions are ranked under one communal extension and are assigned different call priority weights. When the communal extension is dialed, the user extension with the highest priority weight will ring. On no answer, the user extension with the second highest priority will ring, and so on.
SIP for Instant Messaging and Presence Leveraging Extensions (SIMPLE) is a standard that is often found in advanced IP-PBX platforms. Processing logic is used to determine user settings based on their assigned permissions, preferences and presence status. The presence feature is useful when an individual wishes to broadcast their availability to others. Status options include available, not available, busy, in a meeting, out for lunch, and on vacation. When a user has a certain presence status flagged, calls can be transferred to a different extension or number. This feature improves corporate productivity as a whole, since customers don’t have to be kept on hold or be left hanging without a rapid response to their inquiry.
A reliable and easy-to-use feature, Call recording allows phone conversations to be recorded for order verification, quality monitoring and training purposes, and saved to the user’s voice mailbox for future use. Recorded calls are they are backed up onto a server and can be recovered in case of an emergency.
All of the IP-PBX features discussed in this article come standard with Dialexia’s IP-PBX, Hosted PBX and Softswitch platforms. For more information about our company’s VoIP Solutions, please contact us.
Publish Date: February 2, 2016 5:00 AM