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Telecom News

Call Center Challenges: Inbound Calling in Focus

By Gideon Hack November 27, 2017

Call centers are at the front line of customer service and are expected to run at peak efficiency while maintaining a high call volume. There are many challenges in managing and operating a call center, one of them being securing inbound calling services that meet both current and future needs. Voice support serves as the backbone for the call center, and it is short-sighted for a brand to risk their reputation by exposing consumers to a substandard voice product. Management is constantly concerned with basic communication issues. Are callers getting a busy signal? Are calls being dropped? Is the voice quality satisfactory? At the same time, the concurrent call requirements have to be managed, to ensure sufficient capacity without wasting money on excess channels. Furthermore, in recent years, organizations have seen their customer base contact them not only through more media channels but also from diverse locations around the globe.…

Guides & Tips

How to Choose the Best Softphone for You

By Gideon Hack November 27, 2017

Well-designed software and plentiful features are essential to having the best softphone: effective and useful. This is especially true of the user interface (UI), where all the necessary functions must be displayed front and center, smoothly integrating voice operations with the workflow processes. In many cases, the softphone is designed to resemble a traditional telephone, with a display panel and buttons for user control, very much like a standard phone interface. Over and above the importance of the user interface, there are a number of factors to consider when choosing the right product. We will discuss these factors in order to assist you in making an informed decision in selecting the best softphone. Cost There is a wide range of both free and paid softphones. In many cases, vendors offer a free, limited-feature version of their paid products. If you wish to use the free version, then you should carefully evaluate this…

Guides & Tips

How to Choose the Right DID Provider

By Gideon Hack November 27, 2017

The VoIP industry is booming, and this has created a significant demand for DID (Direct Inbound Dialing) services and choosing a DID provider has become harder. Very often, these services are essential to the basic premise of the business or enterprise; incoming calls should reach their required destination efficiently with the proper quality and expected reliability. In all likelihood, voice support serves as the backbone for your business, and it is short-sighted to risk your reputation by exposing employees and consumers to a substandard voice product. Selecting a provider that satisfies your requirements for coverage, quality, scalability, and pricing is a complex issue, and some of the essential criteria to consider during this decision process are: Global Coverage Ensure that your DID provider includes the geographic coverage of numbers that you require for your business, including toll-free, local, mobile, national and SMS-enabled numbers. In addition, the provider should be actively…

Market Trends

SIP Trunking Market to Grow at CAGR of 18.23%

By Gisele Dahis November 5, 2017

According to Technavio’s analysts, the Session Initiation Protocol (SIP) Trunking market is expected to grow at a compound annual growth rate of 18.23% by 2021. SIP Trunking is an Internet-based service that allows businesses to extend VoIP (Voice over Internet Protocol) telephony beyond the organization’s firewall without the need for an IP-PSTN gateway. It allows VoIP users to stay connected in local and long-distance calls to and from endpoints in the traditional phone network. The report ‘Global Session Initiation Protocol Trunking Market 2017-2021’, was based on detailed and reliable data gathered from an extensive research and an in-depth market analysis with inputs from industry experts. It provides a complete market and vendor landscape as well as a SWOT analysis of the key vendors and major factors that influence the market such as drivers, opportunities, and challenges. Session Initiation Protocol Trunking Market Driver: – The increasing adoption of cloud-based solutions is…

Guides & Tips

Virtual PBX: What are its Benefits and Limitations?

By Gisele Dahis October 30, 2017

Whether you are a newcomer in the business world or an established business owner that is struggling to maintain efficiency, low operation costs, and a strong phone system, switching your traditional phone system to a virtual PBX may be the best solution. Virtual PBX, which stands for Private Branch Exchange, is an advanced budget-friendly, easy-to-use phone system that is accessible from anywhere. The system transmits calls via the Internet and usually only handles inbound calls. It also enables businesses to route and forward their incoming calls, create automated greetings and more. In the past PBX used the PSTN (Public Switched Telephone Network) technology for the operation. Nowadays, it uses the VoIP (Voice over Internet Protocol) technology that is owned and maintained offsite by a VoIP service provider. Virtual PBX is an ideal solution for small business with up to 10 employees and which typically have low-volume telephone traffic. Advantages of Virtual PBX systems:…