Everyone has called a customer service at some point in his life and been greeted with a message of this sort: “This call MAY be recorded for quality assurance purposes.” Its a white lie as it is not based on a chance. All the conversations get recorded and for a good reason. Call recording is being used to ensure customer satisfaction and monitor employee productivity. And while it can hardly be used as evidence in court it can help refresh the memory of an employee or stubborn client. Today, more and more businesses know the true value call recording and are using it to some extent. The truth is that most Apps for call recording are not integrated in the dialer. And most dialers insist on saving all data on the phone limited memory.
When a customer calls support, he is usually trying to convert, seeking help or reporting a problem. The reason for the call can be from unclear information to customer mistake or simple lack of knowledge or information. Of coarse it can also be because of defect product or simple misunderstanding. In many cases the person conversing on the phone can’t comprehend the root of the problem right away or simply misses some of the provided information. Having a call record allows the tech team or managers to listen to that conversation and diagnose the specific problem. The process slow, time consuming and often neglected but can improve the overall work flow if used for similar cases.
As businesses develop, its not uncommon that they establish offices in multiple locations or start to outsource part of their tasks. It becomes more difficult to manage multiple locations and offices that are located abroad. Call recording than steps in to ease the diagnosing if conversation and conversion problems as well as monitoring of customer satisfaction. It can be done at any location without need of much or any investment.
When recording calls the business can make customized call reports based on different factors. Call length, call scoring, and number of calls per employee, time to answer, calls peak hours and even customer satisfaction can be measured. It is even possible to highlight personal calls, leading to better interconnectivity in the company or weeding the employees that tend to make excessive personal calls. Just knowing that you can listen on the conversations your employees will deter from making personal calls, will pay more attention to how they are addressing the customers and refrain from sharing sensitive company information. Overall, the business achieves better productivity and optimizes the use of time and resources.
Apart from all the other benefits of VOIP we have already discussed it can really shine when it comes to call recording. VOIP providers have it hard as VOIP is harder to sell and has to bring more to the table. Voice recording is one of those things and it is easier and better than because of the Internet nature of VOIP. Voice recording is provided as free feature and in most cases is embedded in the VOIP servers. That means that the calls are saved a remote server and the you get a link to the media that you can open from any device at any place and any time you wish. As a bonus it does not clog your phone memory and if done right can be used from both office VOIP phones and mobile applications.
Almost any cell will do but you will need data plan and durable battery with most VoIP providers. When you are comparing and choosing VoIP service providers, take special note to see if they run their Apps on Android or IOS. Don’t just assume that all VoIP providers will have your needs in mind. Technology advances everyday, and this includes cryptography and safety masseurs that usually require better hardware. If you have a “dinosaur” of a mobile, there is a chance that the application used for the connection won’t work with your outdated specs. You can check with the company’s requirements for Android/IOS version but if you already know your phone is in need of change don’t expect the App to run miracles on it.
In most cases it is required that you have high speed Internet before purchasing VoIP services. Most mobile providers are offering 3G or better data plans so it should not be a problem. If you can’t afford good connection or are working in remote locations there is still a solution (check here). A good data plan produces a higher quality audio sound and better overall experience. When it comes to transmitting data, audio, and video files, nothing beats High Speed.
You must decide why you want to switch to VoIP. A good idea is to make a list and write down your reasons for wanting VoIP over normal calls. If you are lets say a residential homeowner and are fed up with paying high fees for local and long distance, then by all means, write that down. If you are looking for business solutions and want to incorporate all of your data, audio, and video needs, then add that to your list. By composing a list, you can clearly see what your needs are and what service is best suited for you.
Many people opt to keep their business needs on standard connection, while testing VoIP for private calls. Not soon afterwards, they come to realize the potential benefits for their businesses as well. There are not many differences between private and business needs but some VoIP providers have “basic” and not “unlimited” plans, and some companies even throw in amenities such as free yellow book advertising. Again, writing a list down of what you want in a VoIP service will help you better determine what your telecommunication needs are.
Now it is time to compare various service providers. There are many sites on the Internet that will let you review and compare different plans. Also, word of mouth is always a great form of advertising. If you have friends and relatives who have switched to VoIP, find out from them how they like their service provider, and also inquire about any providers that they may have had a negative experience with. If you are on a budget or cant use good data plan there are companies offering VoIP almost without the use of any data.
Now that your list is complete and you have compared service plans, it is time to decide on a service provider. Choose the provider that you feel best meets your needs stated on your list. You will also have the choice of purchasing monthly or yearly contracts, so know which option is best for you ahead of time.
Many providers will give you the opportunity of selecting your own area code and phone number. This is great for those who have family and friends in a specific area, and who would like to save them money on their long distance bills. It is also an effective marketing tool for businesses that are targeting a specific region.
Your VoIP app will come with a variety of features. You may configure them to achieve greater freedom. You will typically set up your, call block numbers, and other features the same as you would on your cell phone.
Now that you are enjoying your new VoIP service, spread the word and let others know how they too can save money.
VOIP is a telecommunications technology that replaces and upgrades the legacy Public Switched Telephone Network cabling. Its only drawback is that it requires Internet, but in return VOIP provides secure access and lots of extras important to business telephony.
Transferring to VOIP is almost mandatory if you are running business that relies on telephony or if you are simply planning to change your telecom system. VOIP offers important benefits, both financial and operational. It simplifies the infrastructure and reduces call, maintenance and moving costs.
Growing numbers of businesses have already moved to VOIP realizing these benefits. The trend is not surprising considering the lower costs for businesses. According to analysis switching from legacy systems to SIP trunking lowers the total cost by 50%.
VOIP gives the business access to the all the benefits of Internet telephony. With the new infrastructure Voip connects your PBX to an Internet Telephony Provider, benefiting you from the lower cost of long distance calls and professional pbx functions. You can even use rented cloud PBX to lower maintenance and infrastructure costs.
If have interstate branch offices and want to connect them to the communication facilities of head office, you can connect them with VOIP. This can be done by connecting the sites to your infrastructure or using a service provider that can connect your facilities with cloud PBX. Both ways, you provide your branches with improved communications eliminating duplicate infrastructure while effectively halving the support staff needed.
Operate separate networks for data and voice is not cost effective and is even harder to backup. You can make significant savings with VOIP transition. using a single channel for data, voice and video will reduce network complexity and you will cut the costs for upgrades, backup lines and maintenance.
As mentioned before the main disadvantage of VOIP communications is the requirement for internet connection. It is not much of a problem when you are calling from the office but field workers don’t have that privilege. Some VOIP providers like MIXvoip recently solved that issue by using DTMF allowing mobile VOIP calls to be made even without internet connection.
With that many benefits, how would you proceed when choosing a VOIP provider? Which are the most important factors to consider?
As people that have been in the VOIP business for quite some time now, we recommend you to choose by:
Security the most important factor because VOIP is an Internet technology. As such it can be subject attacks and other risks that come with that environment. Service providers offer different security measures and techs. Software measures include authentication, encryption and the use of secure real time transport protocols. Hardware security is mostly done with the use of separate network access routers it is called transport-layer security and is used to protect your network against attacks that can disrupt the phone service.
Quality of support really important too and definitely should be considered. As with every service, at some point problems will arise and you should be confident that your provider can minimize the downtimes. VOIP is an Internet service often hosted on cloud servers, as such businesses don’t need support staff on site, the service provider support teams have the responsibility to keep everything running.
Pricing and mobility are mostly self explanatory. They are both very business specific and depend on individual business structure and needs. Some providers charge flat, based on number of devices, others charge based on the number of calls your business makes. Most VOIP providers do not offer unlimited calls but there are exceptions. If you have lots of field workers you should make sure the company offers a mobile app.
Call quality is not that important but shouldn’t be neglected. Most providers promote on call quality but you should know that sound quality requires more data. When more data is used you can make less simultaneous calls without call interferences and you will need to upgrade your internet plan.
VOIP is essential if you want to enjoy the advantages of business communications, save money and achieve business, financial and operational benefits.
The cloud has been the source of clever headlines for a years now, but what are the experiences of the early adopters? Research firm TNS surveyed 3,645 IT decision makers around the world to find out.
The study, sponsored by CSC, found that the primary driver for moving to the cloud is not cost based, but a need for the business to be able to access information from anywhere on any device. A third of respondents cited this, or mobility, as the prime driver, with only 17% saying that cost was the driver. This reflects a larger trend towards consumerization of business as workers use a variety of devices to manage their daily work.
Interestingly only 14% of respondents downsized their IT workforce following an adoption of the cloud, and 20% hired more cloud experts. Perhaps because cost was not the main driver for adopting cloud services, many companies reported no cost savings, or minimal savings. Almost half of US small businesses and a quarter of US businesses reported no savings.
Differences in cost savings are marked, region-to-region, with Brazil reporting the biggest savings, with over 90% of businesses reporting savings and an obvious correlation in the research is that Brazilian companies prepared their employees best for the move, providing information and training. Security is perhaps not the huge issue that the industry believes, with only a quarter of businesses more concerned about security after adoption. Almost half of the well-prepared Brazilians are less concerned about security after adopting the technology.
The business opportunities for cloud are clearly in the small and medium business area, where the benefits are clearer and the resistance to the change is less but it is also an area where telcos are not in their comfort zone, according to a consensus at a recent STL Partners gathering.
Whether large companies, including telcos are themselves adopting cloud services is still being examined. Certainly, the risks involved in telcos outsourcing critical processes to the cloud will not happen overnight. Just because almost half of US Government agencies report that they have moved some processes to the cloud – as part of their ‘cloud first’ policy – does not mean that large companies generally are leaping onto the bandwagon.
It is interesting, and will be of concern to some, that the cost saving argument for cloud adoption appears to be flawed. There are, of course, those industry veterans who witnessed the same phenomenon when outsourcing was the ‘next big thing’ some years ago. For large companies, unless the processes being considered for outsourcing are working well do not go ahead, outsourcing a problem seldom works and as one European IT manager from a decade ago remarked “why add legal problems to technical ones – that is all you are doing?” Or is it?
In its life journey, telephony systems have traveled from plain old legacy systems to an era of advanced stage of Voice over IP communications supported by high-speed internet connection. Telecommunication feature requirement or demand has now moved to such a diversified stage that the business demand-supply chain keeps changing at a very fast rate. Let me to explain this.
As an example: A requirement or demand of a telephony feature like video conferencing is now no longer dependent on a particular way of implementation i.e. not only limited to hardware solution within an enterprise but have also available on mobile as an application software. It means that business solution of ‘video conferencing’ can be achieved via many dimensions like free soft-phone based, license soft-phone based, hardware based, Mobile/laptop based, or even home decor Television based.
This implies that telephony business must have dynamic business model and not sticking to particular solution. Business model must be capable to switch to alternative solutions at any moment. For big players this is not an issue of any concern, but small business players, must pick wisely what kind of telephony system they will use and what their sustainability is. They must think of moving their on-going business with telecom generations of high-speed internet and digitization.
In legacy telephony, business was oriented towards cost of each audio phone call, number of calls, and Local vs STD based calls, as this ware the core services available. Videos call at that time ware among major earning business solutions.
As a generation of telephony moves on, until 2.5 G to 3G, audio and video phone call is like default services and internet based, location based, on-demand or live streaming was on a high demand. At this stage, new business players who forecast this as an era of stating point of next generation telephony service were able to make a lot of money. Many entrepreneur and many small telecom businesses have grown up to support this demand both with hardware, software and as service.
Many software solutions and telephony applications were developed, protocols were defined and universal standards were placed. Businesses grew with software application around audio call, video call, conference, 3-way calling feature, announcement, advertisement service during telephony services. Hardware based solutions also grew in parallel and High-Definition quality were integrated with above listed telephony services. Small business which were software based have grown up and earned much, whereas big players have taken up this as a complete hardware and software solution, by building up of their own networks. Some business also grew targeting services of telephony application, whereas some targeted the support of telephony service, like Analysis and Analytical tools, testing tools etc. Legacy business was on backward compatibility support of these new telephony service.
At present telephony demand has changed a lot in its demand and implementation. From fixed hardware to mobile based app solutions. Business players have also re-shuffled and realigned themselves. Telecom operators are moving ahead to meet the demand with high speed internet solutions with legacy hardly contributing to a small percentage of profit. On other hand telecom R&D organisations / MNC have started working on next generation technology with high skilled human resources. Business players oriented towards software based adhoc service providers are also growing. Businesses are investing more on mobile based telephony solution like whatsapp, facebook, etc . A bulk of small business earning are also centralised around information on public platform and on advertisement. Telecoms are now moving towards IOT (internet of things) and wifi solutions. Hardware independent, time independent, resource independent fast and easy communication is needed with rich functions and high definition quality.
Small business players interested in telecom business must consider these changes in trends of telephony application demand and supply. Changes from fixed dialling system to mobile based automatic voice-recognition based high-speed internet service, must be analysed for any business investments. Legacy telephony in future is not going to last for couple of more years. SS7/ISDN based telephony system is going to vanish from market being replaced by high-speed and wifi solution.
Eventually telecom market is moving towards virtualization system capable fast and easy expansion of resource with change in demand, Big data and their analysis, single click software application supporting telephony functionality, hardware and location independent application and location-time applications. Those small business working on core legacy technology should try an attempt to move towards high-speed internet based telephony feature. Those small business working on hardware based legacy telephony should try an attempt to move towards digitization and integration within next generation hardware systems. Those small business working on services of legacy telephony should try an attempt to move towards adhoc or license free solution with telecom operator. Small business players interested in telecom business as a solution can work on providing mobile based soft-phone solution as a client solution. As side service they can provide VoIP data analytics, new VoIP features or Wifi solutions for middle business players. IOT – internet of thing is another major evolving in telecom sector, which small application and sensor based device communication are in trial, small and middle business sectors can also think towards this dimension of telecom solution. Telecom sector is vast and it depend so each business player’s vision and mission to work upon.
OSS projects aren’t completely related to standards and prototypes. If a present project is adopted, the approach goes straight to the Execution phase. So if a given project is under a really short permissive license, and a group of organizations can choose to supply an extra layer over the project . It is difficult to run an open-source project following a more conventional software development method like the waterfall model. In these standard methods it isn’t permitted to return to a former phase. So be certain you define the undertaking and that you communicate that definition clearly to the remaining portion of the team.
Together, an international community can create past the capabilities of any 1 individual. Then again, there are numerous added benefits of open source program. You ought to take advantage of this tool for the very simple reason it makes everything so much simpler for you. In such cases there is not any implicit advantage in using the web. At the exact same time, the usage of open-source software is expanding rapidly, and even commercial software companies often offer open-source licensing choices and opportunities. You can always choose is to develop an in-house solution in which you acquire or employ a group of professionals for the evolution of a customized solution based on your wants and wishes.
The success of Wikipedia and other digital content providers employing open source methodology demonstrates that the open source model proceeds to evolve. And it will probably continue to be a significant part of the digital economy. As a consequence of its open source license WordPress has come to be the dynamic web publishing platform it is today.
As a good example, Ramadan 2015 Android App give you all of the 99 allah names at one spot. Any application should have a specific uniqueness which will capture the interest of the users. The application build needs to have some essential features, in other words, it has to be reliable, customizable and serviceable. It should target a maximum number of users so that the business brand will get recognition. For that, a proper advertising is required, so that a growing number of folks are enticed to use the application.
Open source software is normally free, and so is a huge support during the vibrant communities surrounding each bit of software. Open source software may be cost-effective approach to run many forms of programs on your PC. Open source software, on the flip side, is typically not as resource-intensive, meaning that you may run it well even on older hardware.
The development of the web is making a bigger spectrum of projects out there. Open-source program development can be split into several phases. It’s therefore essential to encourage the developers to work together in the development procedure to make sure the organizational goals are satisfied. It’s possible to also hire open source developers from ANGLER at reasonable price. Developers can get the job done directly with Findbugs. Most OSS developers have experienced the should fulfil a specific requirement.
Adopting an existing VOIP service from the top PBX providers will get the job done for most businesses. But no one said it is easy to find the right one. Providers do their best to fit the needs of every business on a case-by-case basis. Nevertheless, with gaps in usage cases, business team sizes, required features or safety, it may be about impossible satisfy everyone. For all those cases where a service won’t fill in the gaps, businesses can turn to open source solutions or platforms. And yes there are open source PBX software solutions out there. With them any business can develop and tailor their own in house PBX applications. Since these platforms are open source, all the source is available for free online, and can be tailored for every specific scenario.
Asterisk is the godfather of all open source PBX and VOIP solutions. And it continues to function as gold standard. It is the leading open source telephony platform, with an enormous feature lists which only continues to grow each year. The Asterisk tool kit is used by a mass quantity of developers around the world. Many of the suppliers on our list have either begun with, or are based completely on the Asterisk project. It is packed with the standard PBX VOIP features. Consisting of automatic telephone, an interactive voice response menu, conference calling, and voicemail. Asterisk makes it easy workable to turn any computer. The program is free and open source. To help get you started, Asterisk provides live web classes, as well as an Asterisk Definitive guide. Asterisk can be considered The Platform when it comes to creating your own VoIP or PBX.
SIP Foundry provides much of the solutions that the Asterisk engine can power. With SIPFoundry you can construct your own voice and video communications. In addition it support conference calls, messaging and chat. Like with Asterisk, the platform includes everything you might need to build your own PBX solution. Nevertheless, whilst Asterisk is 100% free and open source depending on guides. SIPFoundry has a somewhat different spin. It offers professional paid assistance to developers based upon customer needs. While an excess cost to think about, adopting a support team might be a essential step for some businesses looking to build their own system. With a focus on the marketplace, the tool is free for commercial or private use. The project has also brought in features from other open source projects. HylaFAX, FreePBX, Openfire and Postfix.
Elastix intends to bring in Asterisk’s features and other such projects, all under 1 easy-to-use interface. Elastix boasts support for a wide range of hardware consisting of Yeastar, Dinstar, Digium, Yealink and Snom. It was actually 1 of the first distributions that included a call center module. And it proceeds to supply the solutionfree under the GNU General Public License. It’s come to our attention that Elastix appears to provide up to 8 SIM calls for approximately 25 users, since writing this post. FreeSWITCH was also based off the Asterisk platform, and was created and developed by 3 of the original programmers of the Asterisk platform. Anthony Minessale II, Brian West and Michael Jerris.
FreeSWITCH is with a focus on modulator, cross-platform service, availability and stability. It provides 1 of the most flexible platforms to construct your own UC package. FreeSWITCH supports SIP, H.323 as well as WebRTC to leverage the latest advancements in the technology. It can integrate and interface with other some of the other open source PBX platforms. For less complexity FreeSWITCH utilizes open software libraries that preform the essential functions. FreeSWITCH delivers the calling features and some extras such as speech recognition. It even offers PSTN ports for digital and analogue circuits.
Voicetronix is equipment supplier and a solutions that offers an open source platform, but also an assortment of hardware. The do-it-yourself OpenPBX of Voicetronix is a web enabled PBX program. It comes with a web based user management portal, in addition to a management GUI for easy and rapid configuration. It is feature rich with car attendant, automatic call distribution call routing search groups and even voicemail. Unique features like call hunt groups, music on hold and call records are good solution for businesses in need of a basic call center software. With CRM baked and enabled into the platform, users may not require to adopt a separate CRM solution, saving time and money.
PBXInAFlash main feature is the ability set up your own PBX server in no time. The project has everything needed to set up a PBX system in under one hour. It uses CentOS, with integrated Apache web server, SendMail server, and MySQL database. In addition to firewalls and all essential protocols. Users have the option to pick from dozens of add-ons to tailor the system. Backups, Caller ID look up services, SSL keys, Google Voice integration, and fax support to name a few. With the number 1 goal of no bloat and no bugs, PBXInAFlash seems to be easiest and the quickest solution to adopt.
FreePBX combines the best of both worlds, and leverages the work. While the project uses the Asterisk system, users may download either just the GUI to add on to their current system, or the whole package. It consists of a per-configured program OS, Asterisk, and the FreePBX GUI. So while by adopting Asterisk, some knowledge may be required to take advantage of, or to create your own GUI, FreePBX brings it all together. FreePBX makes it feasible to establish your SIP Trunks that are part of the platform thanks to the integration. FreePBX also contains a long list of commercial modules and add-ons to enhance your system with even more features.
With a focus on open source implementation of a SIP server, with OpenSIPs its easy to set up your own PBX. The platform supports video, voice, IM and presence services. It is using modular design, it is scalable, and very much customizable. OpenSIPs enterprise class SIP server solution and a very fast one at that . OpenSIP has made a list of benchmarks and performance tests to back their claim up. Similar to Asterisk, OpenSIPs often records webinars, and makes in depth manuals for configuration. A web interface makes it easy to collect data and shows on the fly configurations.
Kamailio is an open source project with 15 years of constructive development. And while the original company left the project, it continues to expand, both the SIP server and Kamailio project continue to build on. With features like UDP asynchronous TCP and SCTP, TLS to ensure secure communications. VoIP data consisting of voice video and text, and even WebRTC support the hard work can clearly be seen. Kamailio also supports instant messaging, least cost routing, load balancing, routing fail-over. Realizing that security features are important they are offering the strongest level of security on this list. Authentication and authorization for enhanced security as well as the level of encryption that the platform gives makes it a good recommendation for any staff or business that needs to keep everything as locked down and protected as possible. As a result of all that, Kamailio may be a bit more challenging to adopt.
The 3CX Phone System is the last open source PBX based upon the SIP standard on the list. This solution allows extensions to make calls on the PSTN or standard services. The platform also offers an easy to understand web based GUI, and the process to is actually simple – an executable file. 3CX supports iOS and Android for mobile customers, of coarse Windows and Mac softphones are supported too. It appears to take out the hassle of development required to establish your own PBX server. WebRTC adoption makes web conferencing possible. Click2Call and CRM are also part of the features. As most others, internet training academy is readily available for users to understand how to manage the platform.