Posts in Category: products

5 Things To Consider When You Choose The Communications Platform For Your Call Center

5 Things to Consider When Choosing the Communications Platform for Your Call Center

The right communications platform for you is the one that delivers. And while there are many ways for customers to communicate with businesses, voice remains the most personal.

And the move today is towards cloud-based solutions. A cloud communications platform is, essentially, a tool that helps your team process communication streams. For instance, Voipnow is a productivity-enhancing, highly efficient cloud communications platform  used by many call centers. It makes call center employees more efficient and more productive. And it does so with smart features, previously impossible.

5 Things To Consider When You Choose The Communications Platform For Your Call Center
Navigating through such features takes a lot of time and effort. Here’s a quick guide to what you need and why. Essentially, what you want is at least the starter package. And, if you can afford it, get a booster package. These are advanced telephony features that make the difference.

The starter package of any communications platform

Any communications platform should offer you a minimal set of features. These should come as standard. Hence, this tip is simple to understand. If you don’t have these features, move to another communications platform. You might not think you need one of them, but still. Even with extra airbags, you don’t need them until you do. Besides, the starter package features what everyone expects from a top tier business.

1. IVR is a must-have for any communications platform

Interactive voice response, or IVR, is one key feature of any communications platform. Without it, you experience a whole range of redundancies. IVR manages calls for you, redirecting them to the right people. You can configure IVR to simplify call management.

2. Calls with superpowers are a prerequisite

This means you have features such as call monitoring, call control, call recording, call screening. Many of these make a lot of sense. Call control, for example, allows your team to hold, mute, forward or transfer the call.

Call screening is, essentially, a way to filter calls by destination. Meanwhile, call recording is a great feature to have, both for quality control and legal precautions.

Better yet, call barging allows a manager to take part in the conversation. And talk with both customer and team member. It’s a match made in heaven. You can take action right away, whenever necessary. Many times, acting on the spot saves a lot of wasted productivity later on.

3. The Agent should be at the core of the platform

There are many features that enable agents to do better. Process more requests, convert more customers, ensure better flow.

“Local agents” is a typical feature that allows local agents to process several call queues. This enables a quicker response to customer demands. Moreover, you can have some of your agents perform as supervisors. It is a high-volume training opportunity. And your communications platform should offer it.

Booster features of any communications platform

Whichever communications platform you choose, it should be an enabler. Something that offers the best bang for the buck.

Booster features allow you to do a whole lot more than standard features. In a sense, they are the true innovation. Booster features are what makes communications platform stand out.

4. Go mobile with your communications platform

Mobility is more important than ever. After all, most of your customers are mobile. Perhaps it is time for your business to be more mobile too. But this goes further than merely improving mobility features for customers. Here are the hot features you want to go mobile:

  • Remote agents are a feature that allow your agents to assist customers from wherever they are. This, in effect, responds to an already mobile culture. Besides, it helps accommodate a growing remote work culture. Moreover, it will help you keep in line with the co-working trend.
  • Cascade calls allow you to take a call anywhere you want to take it. It’s essentially a “follow me” type of feature. All phones (office phones, home lines and mobile phones) ring when you get a call. This means all calls get taken, no matter where the agents are.
  • Hot-desking and extension virtualization. This is pretty much how calls should happen. By virtualizing phone lines, teams can share desks and physical equipment. Essentially, you are no longer tied to the physical placement. Any phone becomes a shareable resource.

5. Look for enhanced coaching

The best way to transfer experience is through mentoring, coaching and training. Yet no amount of training can cover what you could do live. Hence, the issue. You could use the best training strategy. You could try mentoring and coaching. But you can’t intervene when your trainee is live, struggling. Most of all, it would be an interruption. And interruptions affect performance.

Instead, imagine being right there, next to your trainee. Whispering the right tip at the right time. As unobtrusively as possible. Call whispering is a great way to train, assist, support. When to do it? Just use call monitoring to figure it out. Listen in on any conversation and intervene when needed.

You can even go further. Call barging allows you to step in and talk with everybody. Much like a mini-teleconference. It’s for whenever you need to manage things hands-on. Coaching, however, means that you don’t barge in that much. It still remains a pretty useful feature to have.

At the end of the day, however, you need to know two things. The first is which features work for you. The second is how to have them working for you. After all, your purpose is to provide the best possible customer experience. And not to stumble over features you don’t need. Hence, make sure your next communications platform offers all of the above.

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7 Reasons To Move Your Business Communications To The Cloud

7 Reasons to Move Your Business Communications to the Cloud

Business communications are getting a do-over. Moving to the cloud is not a new concept anymore. However, there’s plenty to consider. Especially when you move business communications to the cloud.

Business communications are, by all means, the living breath of any organization. They can make or break a business. Especially today. The amount of information sharing is, by all means, unprecedented. And getting ahead is, in fact, staying relevant.

7 Reasons To Move Your Business Communications To The Cloud

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VoipNow Platform & Belcentrale

A UC Love Story: VoipNow & Cloud Communication Service Provider Belcentrale

It all started more than 10 years ago. In 2006, VoipNow Platform had just landed on the Unified Communications market. Dutch cloud communication service provider Belcentrale was a new telephony operator from Rotterdam, the Netherlands.

What seemed to be a simple crush grew into a long-term relationship built on respect, professionalism, and mutual trust. This article describes how this partnership unfolded across a decade, in the hope that you will put these insights to good use in your business.

VoipNow Platform - Unified Communications for Service Providers

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Technical and Financial Advantages of UC&C

Technical and Financial Advantages of UC&C

Image credits: venturebeat.com

Communication infrastructures established in the ’90s are becoming increasingly incompatible with today’s connected economy. When it takes too long for partners to connect, or to fulfill customer needs, you know there’s a problem somewhere. For every problem, there’s a solution.

Unified Communications (UC) was born out of the need to enable faster decision making, but also to make collaboration more efficient. UC merges real-time communications (voice, video, instant messaging) with real-time data (presence, file sharing), and we often end up using the term Unified Communications & Collaboration (UC&C) to describe these solutions. Provided as-a-service, UC&C has a series of technical and financial advantages that make it a key asset for virtually any business today

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UC Mobility – An Opportunity to Tap Today

UC Mobility – An Opportunity to Tap Today

Image credits: pixgood.com

Calculating the true size of the Unified Communications & Collaboration (UC&C) market has never been easy as many organizations are still operating a multi-vendor mix of communication and collaboration solutions, and so the data is scattered all over the place. However, there is one key area of UC&C that has shown steady growth over the years, and it’s poised to grow even more in the coming years.

IDC forecasts that UC&C services in Europe, the Middle East and Africa (EMEA) are set to rise from $7.7 billion in 2012 to $11.7 billion in 2016, but more importantly that the main driver for this growth is mobile UC. Most other think tanks agree that mobility is arguably the fastest-growing component of UC&C. IDC, for its part, has calculated a compound annual growth rate (CAGR) of 32% per year. However, the mobile UC ecosystem is still a fountain that sits largely untapped

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UC – Your Green Card for Business Communication

UC - Your Green Card for Business Communication | Image credits: businesscardszone.com

Credits: businesscardszone.com

Communication is one of the major challenges to tackle when you’re in the public sector doing business with partners, trying to grow a customer base, etc. Being able to take orders, answer questions, close deals and, most importantly just be there for your partners and clients in a timely manner is essential for growing a reputation as a trusty player in your field. To fulfill today’s growing demands and avoid being crushed by competitors, leaving the past behind is a good way to cement your business and assist your growth plan.

Private branch exchange (PBX) has come a long way since its inception in the early ’90s, when operators had to manage switchboards manually, using cord circuits

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Swift Is Officially Open Source

Swift | Image credits: veryniche.co.uk

In June, Cupertino-based Apple Inc. revealed plans to open source its new programming language, Swift. The company made good on that promise this week, by officially declaring the language open under the Apache License.

The developer community welcomes the move, as it allows them to contribute improvements and optimizations. With the language now in the hands of coders everywhere, there is far less reliance on the mother-ship for updates, patches, and permissions

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Unified Communications to Gain Serious Traction by 2019

Unified Communications Market to Grow 11% by 2019 | Image credits: techdayhq.com

Despite increased awareness about Unified Communications (UC) solutions, many businesses are slow to upgrade, or downright reluctant to do so. Reportlinker shares some numbers as part of a recent market analysis, and predicts a serious uptick in adoption over the next three years.

Compared to 2014, UC adoption in 2015 has not been considerably higher. In fact, some parts of the globe have fallen short of expectations, according to various market researchers, including the fine gents at IDC. But Reportlinker is optimistic about the next few years, projecting a compound annual growth rate (CAGR) of 11.42 per cent for the global UC 2.0 services market over the period 2015-2019

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