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.
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.
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.
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.
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.
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 |
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 |
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 |
From instant messaging to video conferencing, Skype for Business offers many communication features many companies need to be productive. But before you start making calls on Skype, there are four things you should do to ensure crystal-clear quality.
By conducting a comprehensive preliminary network assessment, you’ll be able to determine whether or not your current network has met Skype’s network performance requirements.
Its network performance requirements are separated into three categories: latency (the time it takes for a data packet to go from point A to point B), packet loss (the percentage of data packets that fail to reach their destination), and jitter (the average change in delay between successful data packets delivery). You can meet these requirements by applying Quality of Service (QoS) to your network.
QoS allows you to reserve network resources to Skype calls. Doing so enables these types of calls to be transmitted faster over your network, minimizing interruptions and lost connections during your business calls. Deploy QoS on all your networks, including WANs, LANs, and WiFi networks.
If you experience instability even after implementing QoS, download Microsoft’s Bandwidth Calculator to know the exact WAN bandwidth requirements your Skype for Business needs for deployment and adjust your current WAN bandwidth accordingly.
Now that you’ve optimized your network, form a small group to test out your Skype for Business. From here, you’ll be able to spot kinks and make appropriate adjustments, determine its benefits, and create best practices. Once all the issues your pilot group flagged have been addressed, you're ready to deploy Skype for Business to your entire organization.
Did you know that having high-quality equipment can impact your overall call quality? Although getting the appropriate equipment is costly, having certified, state-of-the-art devices can help you with echo cancellation, noise filtering, higher sound and image resolution, and latency.
Depending on what you'll be using Skype for, you might only require a headset and webcam or more advanced equipments. A managed services provider (MSP) can help you determine the right equipment you need to ensure high-quality calls.
Last, you should conduct thorough research before deciding on your technology partner for Skype for Business. Although many MSPs offer Skype for Business, they don’t all require and offer the same things. Different MSPs may offer voice and video plans at varying prices. As a result, it is important for you to understand what each MSP offers and whether or not it’ll benefit you before committing to one.
Do you need Skype for Business to make business calls with your colleagues or business partners? Call our experts to learn how we can transform your communication with Skype for Business and get started today!
Source: https://www.itstelecom.com/2018/04/20/4-things-to-do-before-deploying-skype/
Publish Date: April 20, 2018 |
Artificial Intelligence (AI) brings to mind robots that can perform tasks and think like human beings. While that's certainly possible in the future, AI today is simply an intuitive set of technology that automates business processes. It’s been around for decades, and now it’s poised to make significant improvements to VoIP technology.
Thanks to highly automated VoIP technology, businesses can manage their call centers easily. It also reduces the need for human interaction without sacrificing service quality. So how else can AI help?
AI-integrated VoIP systems can add back that human element to call routing by determining a caller’s personality, mood, and other characteristics so calls are routed to the agent best equipped to handle them. This makes call-center operations more seamless and cost-efficient because it reduces the need to deploy agents with specialized skills.
An IVR system is an extremely useful tool for businesses that get a high volume of calls. Not only does it save them from having to deploy staff to address queries, it also saves customers time.
AI enhances this feature by working in the background, gathering all relevant customer data such as personal information and recent transactions to resolve a query. The AI ‘worker’ then sends this information to the business representative, who will be much better able to serve the customer. It's easy to see how this feature would lead to an increase in customer satisfaction.
Internet telephony makes multi-location communication possible, which is indispensable to most organizations. Web conferencing has improved over the years, with internet speeds and telecom technology constantly improving. AI advances it even further with real-time language translation and speech recognition technology, which greatly benefits businesses with multiple geographic locations and whose stakeholders come from diverse backgrounds.
Chatbots are intuitive entities that receive instructions via textual or auditory means to perform automated tasks. They’re not to be confused with applications aimed to make processes easier. Apps differ greatly from chatbots in that they aren’t designed to simulate human interactions and they don’t have an ‘identity.’
Like IVR systems, bots are used by businesses to automate customer interactions. AI-powered chatbots go beyond regular bot duties by performing more complex tasks like setting up meetings, inviting attendees, managing schedules, and much more.
With AI-powered systems promising improvements in contact center operations, customers' IVR experiences, web conferencing, and scheduling, businesses are understandably eager to adopt them. There’s so much more that VoIP systems can do for your business, and we’ve got the expertise to handle all your VoIP-related concerns. Call us today.
Source: https://www.itstelecom.com/2018/01/12/how-will-ai-impact-internet-telephony/
Publish Date: January 12, 2018 |
Gone are the days when you have to spend a large amount of money each month on the telephone bill. Voice over Internet Protocol (VoIP) technology has made it cheaper -- and in most cases, free -- to place and receive calls. Whether you’re a business owner or an individual user, there is a VoIP option that suits you.
VoIP comes in a variety of forms. Do you rarely leave your house and office, or are you usually on the move? If you’re a business owner, what’s the size of your company and what factors matter most to you? Let's take a look at some of the VoIP services available on the market to help you make a better decision when it comes to choosing your means of voice communication.
For this type of VoIP, you use an adapter to connect your landline phone set to a Wi-Fi modem to make and receive calls over the internet. Depending on the plan you choose, you’ll be billed each month for either unlimited services or for minutes you actually use.
Examples: VoIP.com, Lingo
This involves purchasing a VoIP device from a service provider and plugging it into your existing phone set so that you can make free calls within the U.S. This means not having to pay a monthly bill, and you need no other devices besides your old landline telephone set.
Examples: MagicJack, Ooma
This is the most common type of VoIP, and many of us use it on a daily basis. You either access a web-based application online, or install it as software on your computer. Then you use your computer's audio input and output device to talk and listen.
Examples: Skype
Like the software-based VoIP services, mobile VoIP is also an application. However, it is installed on mobile phones instead of computers, thus enabling you to make and receive calls no matter where you are as long as you have a good internet connection.
Examples: Skype, WhatsApp, Google Hangout
VoIP for business comes in two options: on-premises and cloud-based. Both provide much more cost-effective communication solutions than traditional landlines and have a variety of useful features for businesses. These include video and audio conferencing, screen-sharing, interactive voice response, automated attendants, call queues, and call reports, just to name a few. These features are scalable and you'll also get complete technical support.
For on-premise VoIP systems, businesses need to purchase all the equipment and house it in their office. This requires huge capital costs. Businesses also have to pay a monthly fee for SIP trunking or PRI circuit, as well as dedicate IT staff to maintain, repair, and upgrade the systems on a regular basis. The up side is you’ll have total control of your hardware.
With cloud-based VoIP systems, you outsource the phone system to your VoIP provider. This means there’s no need to purchase hardware or invest your resources into maintaining the systems since your provider will take care of everything for a fixed monthly fee. You can also add or remove users easily. The con is that you’re not in total control of the hardware and need to rely on your provider’s expertise to ensure system reliability and security.
Want more detailed information about VoIP and how to choose the most suitable VoIP provider? Talk to our professionals today. They have extensive knowledge about this efficient, low-cost communication technology and can explain everything to you in plain English!
Source: https://www.itstelecom.com/2017/12/27/which-voip-service-suits-me-the-most/
Publish Date: December 27, 2017 |
Switching to internet-based phones gives you the chance to enjoy innovative new call features and significant cost reductions. There are a lot of options when choosing which voice over IP (VoIP) platform you use, but first you need to pick whether you’ll use an open-source or proprietary system.
When most companies release VoIP software, such as Microsoft’s Skype, they often package it in a way that makes it almost impossible for users to view or alter the programming code. By keeping it locked down, they can retain control over which hardware and software systems it is compatible with and prevent hackers from uncovering vulnerabilities.
One of the biggest benefits of a proprietary VoIP system is a consistent user experience across compatible hardware devices and software integrations. Brand-name handsets and third-party software must be programmed by the VoIP system’s developer to be compatible, so you know everything will be optimized for a uniform and reliable user experience.
But keep in mind that, in the majority of cases, the added security and polished integrations of these systems cost more than open-source alternatives.
The programming code that enables open-source VoIP solutions to work is free and accessible to anyone. Open-source systems are made to be more of a starting point than a finished solution, which means they’re usually pretty rough around the edges until you customize them.
The two best things about an open-source system are the cost and the flexibility. The core system will be totally free, but tailoring it to your desktops, handsets, and servers will require a fair amount of time and technical expertise. This usually requires a larger upfront investment when compared to proprietary systems, but will pay off with lower operational costs as time goes on.
The tradeoffs between open-source and proprietary systems are fairly even. The former is often better for business owners who prioritize keeping costs low, while the latter is usually better for those who prefer refined solutions. Choosing between the two comes down to your customer service model, IT resources, and business priorities.
Small businesses like yours can enjoy personalized, high-end IT solutions, they just need support from experienced technicians. With years of experience in VoIP, we’re the answer to all your problems. To learn about what we think is best for your business, call today!
Source: https://www.itstelecom.com/2017/11/24/voip-options-open-source-vs-proprietary/
Publish Date: November 24, 2017 |
At the Ignite conference in September, Microsoft announced that the Teams app will eventually replace Skype for Business as the primary communication tool for Office 365. This is a huge development, and there are undoubtedly many questions that need answers. To find out more about what’s going to happen to Skype for Business and Microsoft Teams, read on.
Upgrades for Teams
To phase out Skype for Business, Teams will gradually acquire communications features such as the ability to call traditional landlines and phone numbers, call routing, speech-to-text, voicemail, and HD video conferencing.
On the back-end, Microsoft will beef up their servers and smooth out some glitches to ensure crisp and clear communications between team members.
Why is this happening?
Over the years, Microsoft has improved the Skype infrastructure to enable faster, clearer, and more reliable voice and video communications. But as executives noted, Microsoft applications are disjointed, requiring users to switch between windows to use their favorite collaboration tools. To schedule events during a video conference, for instance, you need to open the Group Calendar and Skype for Business app separately.
With Teams, users can enjoy Skype for Business features that are seamlessly integrated with other Office 365 applications like SharePoint, Outlook, Groups, and Dynamics 365, all in one window.
What about on-premises Skype for Business?
While Skype for Business in Office 365 will eventually be replaced, on-premises versions of the VoIP software will still be available for the foreseeable future. In fact, Microsoft stated that they will release another version of the Skype for Business on-premises server in the second half of 2018.
Can you still use your VoIP devices?
To make the transition process much easier for users, Microsoft Teams is compatible with the same VoIP devices used by Skype, including webcams, microphones, and desktop handsets. What’s more, Microsoft announced that communications devices made by third-party manufacturers like Lenovo and Logitech work with their new platform.
How do you migrate?
The Office 365 administrator portal allows you to easily manage the migration process. If you want your employees to get acquainted with Microsoft Teams first, there is a “side by side with notify” option. This feature allows you to run both Skype for Business and Teams to train employees how to use Teams features, and alert them when telephony features are available in Teams.
Before the cutover date, users also have the option to import all contacts from their Skype directory to their Teams list, so they can quickly move to the new platform with a click of a button.
The takeaway here is you really shouldn’t be too concerned about the shift to Microsoft Teams. All the Skype features you know and love will still exist, but improved with tighter integrations with other Office 365 products. The migration process is also painless, so if you use Office 365, do your employees a favor and have them get used to Teams today.
For more information on Microsoft Teams or other VoIP-related trends and services, call us today.
Source: https://www.itstelecom.com/2017/10/24/whats-happening-to-skype-for-business/
Publish Date: October 24, 2017 |
Business communication has come a long way since traditional landline calling. Today, it’s all about internet-based phone systems, aka, VoIP. But before investing in VoIP phones, you need to determine how you plan to deploy them -- in the cloud or on-premises. Let’s dig into the differences between the two options.
Installation and maintenance
On-premises VoIP phone systems are installed at your company’s office, typically managed and maintained by your own personnel. While you can hire a third party to manage the phone system for you, what you can’t avoid is the hardware cost 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 very true. If you have vast IT resources, deploying VoIP on-premises gives you better security control since you will know your system’s capabilities as well as every nooks and crannies.
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. They are 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 needed to customize and manage the system.
With cloud-hosted VoIP, you relinquish certain 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. Just give us a call and we’ll be happy to advise.
Source: http://www.itstelecom.com/2017/10/06/cloud-hosted-vs-on-premises-voip/
Publish Date: October 6, 2017 |
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