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Integrated Telemanagement Services - ContactCenterWorld.com Blog Page 5

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Successful cloud migration for unified communications

There are several benefits to migrating your unified communications (UC) to the cloud. These include better business agility, disaster recovery, greater mobility, increased efficiency and reliability, and better customization, just to name a few. To ensure that cloud migration is successful, your organization needs to do the following.

Opt for a gradual transition

Migrating unified communications to the cloud doesn’t have to be accomplished in one big move. It can be done gradually. You can move UC for departments that can benefit from it, while those with no pressing need for a cloud-based UC, such as a company’s call center, can keep using on-premises systems. This way, users can ease their way into the new system without experiencing network disruptions, which could lead to reduced productivity.

Secure sufficient bandwidth

Issues on speed and performance will inevitably arise, so make sure to cover all the bases before migration. That means securing a reliable internet service provider, checking the stability of your internal network, and having a Plan B. This is a critical point to ponder if you have operations in locations where unstable or slow networks could pose serious problems. Determine the level of bandwidth your entire business needs, and get it from an ISP that can deliver.

Test, test, test

Transitioning UC to the cloud may appear seamless, but there may be a few unexpected kinks that need ironing out long after the migration is declared a success. To soften potentially costly and time-consuming impacts, test the systems throughout the duration of the migration. Whether you’re trying out voice, data, or video, conduct tests, set benchmarks for performance, and predict future usage patterns.

Go live and act on identified problem points

After going live with your cloud UC, consider the overall user experience and availability of support for devices, applications, and other components. Are persistent connectivity issues going to cause troublesome conference calls? This and other issues may prove detrimental in the long run so keep them in mind when deciding to keep, enhance, or discontinue a cloud-based UC. Cloud migration should solve problems, not cause them.

Constantly monitor performance and quality

Don’t be surprised if you encounter a few issues even after extensive testing. Migrating to the cloud simply requires planning and a sustainable strategy, whether your organization is dependent on instant messaging, voice conferencing, or video calling. There’s also a good chance that you will be working with several vendors, so always demand for the best service.

Having your UC moved to the cloud may seem like a daunting move. But with our cloud technology and VoIP know-how, we’ll make sure it’s an easy process. Contact us today for advice.

Source: https://www.itstelecom.com/2019/08/08/successful-cloud-migration-for-unified-communications/

Publish Date: August 8, 2019


Premise-based or cloud-hosted VoIP?

Business owners are turning to the cloud because of its numerous advantages. However, others prefer premise-based infrastructures. When it comes to VoIP phone systems, which is better for your business?

Installation and maintenance
On-premises VoIP phone systems are installed in your office and typically managed and maintained by your own personnel. While you can hire a third party to do this, you can’t avoid the hardware costs of setting up your VoIP phones.

Cloud-based VoIP, on the other hand, means all the software and hardware are hosted and maintained by a VoIP provider. Other than the physical phones, everything else is provided virtually, which means you won’t be bothered with expensive hardware costs nor will you need an in-house staff to manage the system.

But since all support requests must be addressed by your VoIP provider, service responsiveness and flexibility are crucial, as they can directly impact your daily operations.

Security
You might think having on-premises VoIP is the obvious choice when it comes to security, and in one specific case, that’s true. If you have vast IT resources, deploying VoIP on premises gives you better security control since you will know your system’s capabilities.

But for small to medium-sized businesses, cloud-hosted VoIP remains a favorable option because every aspect of security is taken care of by a provider whose reputation rests on maintaining the most stringent security measures. That entity is well-versed in identifying vulnerabilities, reducing the area of attacks, and protecting all entry points.

Control
On-premises solutions give you better control of your VoIP phones since you can design systems suited to your needs without relying on a third party. This makes it a popular choice for larger enterprises with dedicated IT technicians who are needed to customize and manage the system.

With cloud-hosted VoIP, you relinquish a certain amount of control to your service provider, which is the price you pay for the convenience of professional deployment and maintenance. This, however, doesn’t give your provider the right to monitor your calls or conduct any activity that breaches your business’s confidentiality.

Scalability
With on-premises VoIP systems, you rely on your in-house personnel to add or remove features to accommodate your changing needs. There are various backend processes involved and every expansion often increases the complexity you have to manage yourself.

With a cloud-hosted solution, you’ll have an entire team of technicians at your beck and call, so features can be added or removed as needed. If you’re anticipating future changes, cloud-hosted VoIP will be more effective in the long run.

Whether you’re looking to host your VoIP phone systems on-premises or in the cloud, we can help make the process quick and painless. Give us a call today, and we’ll help you decide.

Source: https://www.itstelecom.com/2019/02/22/premise-based-or-cloud-hosted-voip/

Publish Date: February 22, 2019


How to make the most out of your CRM

Building rapport with customers has never been easier with customer relationship management (CRM) software. You can keep track of contact information, buying preferences, and sales patterns. It’s a must-have for all sales and marketing teams. If you want to know how to make the most out of your CRM, follow these tips.

Always update customer information
A CRM system is only effective when the data it provides is current. If the customer’s address, company name, or preferred method of contact has changed, your staff should update the information immediately, so your sales and marketing teams are always equipped with the right information and will know how to respond accordingly.

Use purchasing history for upselling opportunities
It’s easier to sell to existing customers than acquiring new ones. With your CRM, you can boost your sales performance by analyzing your existing clients’ purchasing history and designing promotions or events just for them. For example, if they recently purchased a razor from your online store, you can program your CRM to recommend related products like shaving cream or aftershave. Not only does this widen your profit margins, but it also makes your customers’ lives a lot easier and promotes repeat business.

Automate your processes
Since many of the tasks associated with data entry can be automated, take advantage of the workflow automation features in CRM apps to eliminate time-consuming and repetitive functions. For instance, when new leads are added to your CRM (via newsletter subscriptions or website visits), you can program your CRM to send follow-up emails, offer promotions, and push other marketing efforts to keep your business at the forefront of their attention and to help them remember your brand. This saves you from writing the same canned responses while also making sure that you’re engaging your clients throughout the entire sales process.

Learn from analytics
CRM can analyze customer trends and behavior. If you notice a spike in demand for certain products and services during the holidays, be more aggressive in pushing them out the next year. If certain email campaigns were more successful than others (e.g., higher open rates, click-through-rates, and potential customers), understand what elements were responsible for that success, and try to replicate them the next time you send a newsletter.
Customer data should also be used to shape sales and marketing tactics. A salesperson that already knows the client’s name, location, and preferences can deliver more targeted sales pitches and has a better chance of closing a deal. The point is this: If you’re not learning from your data, your business growth will be limited.

Integrate CRM with other business software
Incorporating CRM software to other programs makes it even more powerful. Integration with accounting software combines customer and financial data, eliminating redundant manual data entries and providing more insightful reports. When used alongside a VoIP system, your staff will get relevant customer information from multiple databases displayed on one screen when they’re about to make a call.

Get some CRM support
Work with a CRM provider that offers 24/7 support. Ideally, your provider should keep your data safe, update your software regularly, and advise you on how to use complex CRM features.
This may seem like a lot but remember: like every technology investment, CRM requires active participation from executives, managers, and frontline staff. If you need more advice on keeping customers happy or want to know what technologies can add value to your business, call us today.

Source: https://www.itstelecom.com/2019/01/25/how-to-make-the-most-out-of-your-crm/

Publish Date: January 25, 2019

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