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What are the different VoIP options for SMBs? - Integrated Telemanagement Services - ContactCenterWorld.com Blog

What are the different VoIP options for SMBs?

Voice over Internet Protocol (VoIP) as a telephony solution allows small- and mid-sized businesses (SMBs) to choose between traditional desk phones (hardphones) or software-based devices (softphones). Read on to learn which option best suits your organization’s needs.

What’s a hardphone?

A hardphone functions like a normal phone, but it's connected to your business's IP network instead of a telephone line. There’s no learning curve associated with VoIP hardphones and they allow your staff to call anyone worldwide at an affordable price. More advanced hardphones have built-in video displays and touch screens for video calls, eliminating the need for separate equipment for video conferencing.

What’s a softphone?

A softphone is any electronic device that uses a software application that allows users to turn their PCs, laptops, and tablets into phones that can make and receive local and international calls. Softphones let you dial a number on your computer or mobile device and speak through its embedded speakers and microphone or through a headset with a microphone, so you can make and take calls wherever you are.

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Which VoIP phone is for you?

When choosing between hardphones and smartphones, consider the following questions:

Are your employees always moving around?
Do they require 24/7 connectivity?
Does your company take pride in offering top-notch customer service?
What’s your IT budget?

Your answers to these questions will determine the type of equipment you need.

Why choose hardphones?

Nothing beats the voice clarity and noise cancellation features of hardphones since they are designed specifically for voice calls, unlike softphones that share power with other programs on a device. They also let you make and receive calls without being disrupted by poor PC performance or malware.

Because you have to purchase actual phones, the initial setup costs for hardphones are greater than those for softphones, but the monthly phone bills are more affordable. Not only that, softphones may be more costly in the long run, as they require separate headphones and microphones that may need to be replaced or maintained frequently.

Why choose softphones?

If your company has a mobile workforce, adopting a softphone solution may be the way to go. Softphones feature call routing, which allows you to divert calls to one or several specified internet-enabled devices, ensuring your clients have 24/7 access to your company. This is most useful in a contact center environment. Transcribed voicemail messages are another helpful feature, as this enables you to receive messages promptly, even if you’re in a meeting or on the road.

Our experts are available 24/7/365 to answer any questions you may have pertaining to VoIP and especially about whether hardphones or softphones are right for you. If you’re interested in upgrading your telephony infrastructure, give us a call today.

Source: https://www.itstelecom.com/2021/05/24/what-are-the-different-voip-options-for-smbs/

Publish Date: May 24, 2021 5:00 AM


2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 



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