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Improving technical support for VoIP providers

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The technical support team plays a critical role in a VoIP business, being the initial reference and contact point for customers experiencing technology-related issues. In addition, these important employees are responsible for analysing and resolving system failures and outages, product installation errors, user enquiries and any other technical problems that prevent customers from using an application or service. There is a wide and diverse range of possible technical issues that can occur, depending on the type of telecommunication services provided. Nevertheless, some of the most common VoIP connectivity concerns are audio quality, caller-ID problems, the dropping of calls, and post dialling delay (PDD). Studies reveal that passing on valuable technical advice or providing substantial assistance to customers is the number one method for telecom companies to improve the user experience for their products and services. At voip.review, we have summarised some relevant ideas for VoIP providers to…

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Telinta and TextBetter deliver improved SMS solutions for VoIP providers

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US telecommunications companies Telinta, offering cloud-based, white label switching and billing solutions for VoIP service providers, and TextBetter, a provider of cloud-based business-texting services, have announced a joint initiative to deliver cooperative solutions for VoIP service providers. VoIP services such as hosted PBX, business and residential VoIP, and mobile connectivity accessible through Telinta’s cloud-based softswitch platform, can be integrated with this unique SMS solution. The white label solution from TextBetter makes it possible for any US phone number to send and receive SMS via email. TextBetter SMS services can be easily added to Telinta’s hosted softswitch platform, without the need to change the ownership of the DIDs. According to Telinta, “this powerful cloud-based combination of VoIP switching, billing, and SMS technology requires no software or hardware for service providers. TextBetter pairs the end user’s existing email with an associated phone number, so that SMS messages can be both…

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TOP VoIP bloggers to follow

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Telecommunication industry, and especially the Voice over Internet Protocol (VoIP) technologies, are on a constant move and unceasingly generate new ideas and set evolutionary trends. If you are new in or just keen on VoIP, it is good to know someone, who can give valued opinion and helpful guidance. With this in mind, we have compiled a list of bloggers posting efficient VoIP content. These thought leaders are keeping their fingers on the pulse and provide updates and analysis on the latest innovations related to the telecoms world. Jon Arnold Jon Arnold is an independent research analyst focusing on unified communications, Internet of Things, cloud services, contact centers, SIP trunking, VoIP security and social media. Jon’s valued opinion and expertise can be followed on his widely-read Analyst 2.0 Blog, which has been recognized and awarded for the best tech reviews. According to Jon, his blog focuses on “trends that matter…

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simPRO sets New Zealand on a direct VoIP line

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Job and project management company simPRO has launched a new VoIP phone solution for trade service businesses in New Zealand. The company believes that the new cost-effective integration will help increase employee productivity, expand service and reduce hardware dependency via the use of web phones. Jonathan Eastgate, simPRO Chief Technology Officer, believes that the VoIP phone integration will be beneficial to trade businesses looking to embrace the industry’s projected digital future. “When using simPRO, the VoIP will draw information to produce caller IDs and maintain call logs which can be viewed in a browser window – all you need is the internet and a headset,” he says. “VoIP provides a flexible, multi-functional solution that couldn’t be simpler to use. Without the need of a traditional telephone handset taking up space on the desk, users can make a call with a push of the mouse or keyboard and connect…

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Top 10 Women in Telecommunications

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As a whole, the telecommunications industry has been traditionally male-dominated. However, the trend is rapidly changing as this business sector becomes increasingly augmented with talented women having profound knowledge and skills, and influencing an industry where high-ranking female officials were a rarity until recently. Here is the list of the top ten women in the telecommunications industry, selected for their technical and business know-how, extensive experience, leadership and most significantly, their influence. Michelle Bourque Michelle Bourque is Senior Vice President, Product, Marketing and Access Strategy for BCE Nexxia, a wholly-owned subsidiary of Bell Canada. The company provides wholesale services, including voice, broadband, hosting and co-location, and IP connectivity. As the leader of a team of product and marketing professionals, Michelle has introduced innovation and fresh perspectives to the wholesale marketing and product divisions. According to Michelle, women already have a significant presence in the telecoms sector, and…

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The EU Parliament voted FOR the European Electronic Communications Code

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As anticipated, the European Parliament has voted in favour of the European Electronic Communications Code (EECC). The new EU telecoms rules will open the possibilities for faster access to radio spectrum waves and greater investments in high-speed connectivity. They will also ensure better protection and services for end-users of either traditional (calls, SMS) or web-based solutions (Skype, WhatsApp, etc.). Vice-President for the Digital Single Market, Andrus Ansip, and Commissioner for Digital Economy and Society, Mariya Gabriel, made a joint statement, which said, “Today’s vote by the European Parliament is a positive and necessary step towards ensuring that the telecoms sector in the EU is fit for purpose.” “The new telecoms rules that will now be put in place as a result, are an essential building block for Europe’s digital future and a source of new digital rights for European citizens. They are crucial for meeting Europeans’ growing connectivity needs and boosting…

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Uber adds new VoIP feature to its app

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The global ridesharing and taxi company, Uber, has rolled out a new VoIP calling feature as another method for drivers and riders to communicate with each other. Similar to other VoIP communication applications such as Skype, this feature will require an Internet connection instead of a mobile voice service in order to make calls. Riders and drivers on Uber can already communicate by using in-app chats, sending SMS or making voice calls over their mobile service provider’s network. Yet VoIP calling caught Uber’s attention when the company noticed that in some countries, particularly when traveling abroad, data calling is cheaper than calling over a mobile voice network. Besides this new feature assisting the company to expand their services on a global scale, this advancement will be of great assistance to drivers, as they will be able to stay within the Uber app while handling voice calls. Moreover, the…

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Tata Communications acquires the IoT company Teleena

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A leading global provider of telecommunications solutions and services, Tata Communications, has announced the acquisition of the Dutch IoT specialist and mobile network enabler, Teleena. This deal is a clear investment in technology and talent that are expected to contribute to Tata Communications’ growth in the IoT and mobility markets. “The growth rate in the global mobility and IoT market is phenomenal: by 2021, enterprises’ spending on mobility alone is set to surpass USD 1.7 trillion,” commented Anthony Bartolo, the Chief Product Officer at Tata Communications. “Our vision is to create an environment where anything can be ‘born connected’. Providing everyone and everything in the world with seamless connectivity globally will support businesses’ digital transformation. The combination of the Tata Communications MOVE™ platform and Teleena’s technology and talent will help us fulfill this vision, and accelerate our growth in the mobility and IoT market.” This agreement did not…

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OpenPhone, the VoIP-based app for small companies

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The city of Kitchener, in Canada, Ontario, is home of a new app called OpenPhone. Its ambition is to help small entrepreneurs stopping the blurred line between private and business phone calls. Many services already exist in this specific field, like Phone.com or Grasshopper, but OpenPhone’s main feature is to simplify the process and focus and ease of use. As of today, the app let user share one phone number across several phone, using VoIP technology. Still in its beta version and available on the Appstore since January, the company expects to launch in a couple of months a final version. An Android version hit the Google platform in June. OpenPhone will allow customers to make concurrent calls on several devices, transcribed voicemail and call forwarding. This way, small businesses will have the opportunity to have a better communication between customers and entrepreneurs.

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Legal battle over Alexa between Amazon and VoIP-Pal

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After suing Apple over patents infringement VoIP-Pal is determined to launch the exact same process with Amazon. The lawsuit has been filed in Nevada, and is focusing and Amazon’s cloud-based virtual assistant, Alexa, especially on its calling and messaging services. The Washington-based company blames Amazon for using the very same four patents that it is suing Apple for. In Amazon’s case, the technology is used to make function voice and video calls or voice messages. Voip-Pal is trying to make profits from patents they own that are based on VoIP technology. The CEO of Voip-Pal, Emil Malak said, “After investigating Amazon’s Alexa platform and Echo line of products our technical team has concluded that the calling and messaging functions infringe our patents. Amazon’s foray into communications seems to be part of a larger trend of giant corporations battling for market dominance by offering Internet-based communication products that integrate with traditional…

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