We are delighted to announce the arrival of the new Yealink CP860 conferencing phone. This excellent new product from Yealink delivers outstanding audio quality together with a superb
audio pick up range of at least 3 metres. The CP860 also has the ability to hold a 5 way conference call and with POE support there is only a network cable to connect.
Key Features for the CP860 include:
• Excellent full duplex audio quality
• Superb audio pick up range of at least 3 metres
• 5 way conference calling
• USB call recording
• Power over Ethernet
• Optional expansion microphones
Ahhh … you’re awash in balmy breezes, your feet in the sand, gentle waves gently lap the tropical shore. Then, bing! You’ve just received a text message from your co-worker. Phew, for a minute there you thought you might be missing something…..
Full article available here http://www.3cx.com/blog/voip-uc/softphone/
A company’s quality of customer service starts from within—that is, the best practices put forth by management and employees. As such, it’s crucial for businesses to communicate with ease and efficiency as any hint of employee frustration can directly correlate to the quality of service presented to customers. To that end, seamless customer service interactions can be compromised if your company’s phone system doesn’t support your business needs.
By upgrading your legacy phone system to an IP-PBX, you can sidestep customer service obstacles such as lengthy hold times or frustrated agents. Here are three functions businesses can integrate into an IP-PBX phone system in order to improve their customer service measures from within:
IP-PBX phone systems are managed from a computer-based interface. As such, features such as call-reporting—that are easily accessible from a drop down menu option—provide businesses with ease-of-use. Supervisors can leverage call reporting technology to manage customer service consistency by examining call queue statistics and specific extension statistics. In so doing, managers can pinpoint the representatives who need further training, as well as a call cost report for managing finances.
A poorly designed IVR system can frustrate customers considerably. But with an Internet-based telephone system, adjusting your company’s menu option to better serve your consumers is a straightforward task. Simply, select the IVR option from a drop down menu and manage the IVR from your computer screen. For instance, if customers complain about a lack of pertinent or misguiding menu options, IT managers can readjust the settings quickly and efficiently.
Additional phone lines
Handling a jam-packed call queue is stressful for employees, especially when customers are forced to remain on hold due to a lack of transfer options. These long wait times aren’t the fault of your employees, rather, the fault of your legacy phone system. With an IP-PBX system, companies can leverage Internet-based phone lines, which make communication scalability simple. Avoid putting customers on hold by adding phone lines. This will ease your employees stress and improve your inbound callers’ satisfaction.
, ip pbx
Today, the quality of contact centre services is at the crux of customer satisfaction. As such, it is of the utmost importance for this industry to leverage the revolutionary communications tools being launched by telecommunications providers. Even if your phone system includes a robust set of unified communications features, it’s important to also integrate customer service features —such as call recording—to better help supervisors efficiently audit and manage the quality of customer service.
Here are three ways that call recording will benefit customer service operations:
Contact centre agents don’t become skilled and solution-oriented overnight. It takes learning from mistakes and by example to become a consummate customer service professional. Call recording allows managers to pinpoint the mistakes of new agents as well as replay examples of successful interactions for training purposes.
Assessing call quality
A consistent level of quality is paramount in the success of contact centre services. Agents should be able to handle customer inquiries with a uniform consistency. That is, your customer service is only as strong as its weakest link. Call recording paired with other CRM features, such as call reporting, can help supervisors analyse a team’s level of consistency by highlighting struggling agents.
Call recording is wise for any business, not just the contact centre, as verbal agreements can be tricky to recall. Protect your business transactions by using call recording to save pertinent information, such as verbal agreements made over the phone. This way, if there are future questions regarding the transaction, the conversation can simply be replayed.
One of the most frustrating aspects of telephone service is that its costs can cut deeply into your profit margin, yet you can’t sacrifice quality to save money because reliable communication with clients and colleagues is vital.
But there is an answer. SIP trunks can help your business cut telephone costs without losing any of the quality or features your legacy telephony provides. What follows are a few keys ways SIP trunks save you money:
Reduce long distance charges: Using SIP trunks, which are essentially virtual phone lines, for business telephony lets you bypass the exorbitant rates that major carriers often charge. It even allows you to pay local rates for even international calls. This means substantial savings for businesses, especially those that operate in multiple markets and maintain geographically disparate offices.
Eliminate monthly charges: Again, working without a traditional service provider helps you cut costs. With SIP trunks you no longer have to fear the nightmare of opening a phone bill and being hit with unforeseen charges and fees; there are no arbitrary monthly fees with SIP trunking.
Merge voice and data: SIP trunks allow you to merge your data and voice networks, meaning you can pay for one service instead of two. All communications converge and are delivered through one pipe, which streamlines your infrastructure and reduces the amount of hardware you need to maintain.
Avoid unused capacity: With SIP trunks you purchase only the capacity you need, rather than bundles of phone lines, many of which go unused when call volume is not at its peak. With SIP trunks you pay only for what you use, as the infrastructure necessary to add capacity quickly is already in place.
Perhaps you’ve heard the term soft phone but aren’t quite sure what it means. Maybe you know what a soft phone is but don’t know how it could benefit your business. Fortunately, in either case we have you covered.
Put simply, a soft phone acts as a phone interface and allows you to place and receive VoIP calls directly from your PC. A VoIP service provider handles the actual VoIP phone service and calls to and from the softphone are routed over the service provider’s network. Using a softphone offers organizations several substantial benefits over old style PBX, including:
- Reduced telecom costs: Making VoIP calls with a softphone significantly reduces the cost of making long distance and international calls. Because the technology allows businesses to bypass traditional phone companies, those organizations are no longer forced to pay exorbitant rates for those long range communications.
- Easy use and management: With a softphone you simply use the keypad on your screen and punch in the phone number with a few mouse clicks. When you receive an incoming call, the phone interface comes to the front of the screen and displays the incoming call on the screen of the phone. So if you use a softphone in combination with a headset, you never have to divert your attention from your screen by picking up a receiver. Furthermore, managing a softphone is incredibly simple, as it can be done through a single configuration interface.
- Robust feature set: Best-in-class soft phones offer all the phone features a business could need. This feature set includes but is not limited to:
- Web conferencing
- Extension portability/one number capability
- Unified messaging
Improve the way you handle customer calls. Now with 3CX Phone System v12.5 and Office 365 integration, you can take advantage of accurate automatic activity reports that will allow customer service personnel to handle business effectively and efficiently. Also, with automatic call pop-ups no time is lost looking for the customers record.
Contact details automatically resolved for inbound calls
Office 364 & 3CX 12.5
All the information you need, when you need it. When a call is received the contact record will automatically open in your browser. This record includes a detailed call history listing all calls with that contact along with date, time, and duration of the call.
New contacts are automatically created if not resolved
Never miss a contact! If an inbound call is received and a contact is not resolved, a new contact will be automatically created and call information will be saved.
Call information saved in Contact notes
As a detailed call log is saved for every contact, you are always kept informed and up to date about when your customers come in contact with you. You can also view if you missed a call from your customers and call them back thus enhancing their customer service experience with your company.
Do you ever wake up in cold sweat thinking about how your phone bill is going to take a sizeable chunk out of your profitability? Do you begin to feel a tightening in your stomach the days before your monthly statement arrives? If the answer to either of these questions is yes, you’re not alone.
Legacy wire-based phone systems make it expensive to place calls between remote offices and difficult to scale service. They also add unnecessary expenses to your budget, as hardware is costly to maintain and upgrade. Considering this collection of problems, it’s not surprising that a recent survey of small businesses released by Software Advice found that 57 percent of buyers that are looking for a new phone system are intent on purchasing, for the first time, an IP-PBX system—a phone system that operates over the Internet.
IP-PBX allows businesses to bypass traditional carriers’ long-distance charges. Interorganizational calls made on an IP-PBX system are free, which helps drastically cut costs related to connecting geographically disparate offices and mobile workers. An Internet-based phone system also allows for greater scalability, as changes to the infrastructure can be made without any new hardware deployments.
A Windows-based IP-PBX is simple to deploy and has a shortened learning curve for staff, as the system is based on familiar technology. Best-in-breed Web-based phone systems also offer unified communications features like:
Paperless PDF faxing
Instant messaging/text chat
So, if you’re ready to start sleeping peacefully again without the image of a bloated phone bill haunting your dreams, consider ditching your antiquated telephony infrastructure for IP-PBX. But assess your choice of vendor carefully. Look for a company like 3CX that provide differentiators—such as leveraging WebRTC and offering software that runs on Windows—that other IP-PBX providers can’t supply.
Once again, 3CX innovates in the Unified Communications field by having one of the first VoIP-SIP clients to support iOS 8 and consequently iPhone 6. With the new update of the popular 3CXPhone for iPhone client, iPhone and iOS 8 users are notified when they receive an incoming call with a ringing sound instead of a normal notification sound, making it easy for them to distinguish incoming office calls from other notifications.
The 3CXPhone for iPhone update works only with 3CX Phone System v12.
What’s New in the 3CXPhone iOS 8 Update
- Compatible with iPhone 6, iPhone 6 Plus and devices running iOS 8
- 3CXPhone for iPhone now has a ringing notification sound when an incoming call is received
- Added codec iLBc
- Added codec Speex
Download 3CXPhone for iPhone and the 3CX Tunnel from the Apple App Store.
Our response times were down yet again for the 3rd month in a row!
Just 44 tickets for our support team to deal with in July and they the tickets were open for an average of just 15 minutes.
The 3CXPhone Expanded Presence screen provides you with extended information on the presence and status of your colleagues. Know if a colleague is available to talk, or away from their desk. You can also view and manage active calls, and monitor call queues. This feature is only available for 3CXPhone for Windows.
Full article available here
3CX Phone Presence
June was a fairly quiet month for our support team with only 49 support tickets.
Response times were excellent, beating May with an average solution time of just 20 minutes..
May was an excellent month for our support team. Response times were excellent, this was helped however buy a reduction in the number of calls we received.
We had a total of 55 tickets with an average solution time of just 26 minutes!
May 2014 Stats
This could be the most boring video you ever see! However we have received several calls from people enquiring about the new range of colour Yealink phones and this explains some of the basic setup and features of the T46G.
We aim to revolve all issues within an hour when raised during normal business hours.
In April we just about managed that on all but 3 days. We had a total of 88 tickets raised which is down on lasts months 111 tickets. The average time a ticket was open was 41 minutes which is up by a couple of minutes compared to last month.
April 2014 Stats
Shropshire is finally catching up with the rest of the country in terms of broadband speed. The website Connecting Shropshire is an excellent place to check for updates on when you will get ‘Super fast’ Broadband.
Fibre Broadband is in Shropshire
Super fast broadband (Fibre Broadband) is perfect for our VoIP systems with download speeds of up to 80Mb and upload speeds up to 20Mb, a dedicated broadband line can in theory handle around 50 simultaneous calls all over one phone line!
If your business is in a Fibre broadband area and you have multiple ISDN or PSTN lines you could make huge savings by switching to VoIP over Fibre.
A typical 8 line ISDN phones system will cost around £160+VAT a month in line rental. Replace those ISDN lines with Fibre broadband and your equivalent bill drops to around £50+VAT a month.
Its not just the cost savings of VoIP that make it so appealing to businesses. video calling, hot desking, mobile apps, extensive call logging, digital receptionists, voicemail to email, call recording, home working, rapid deployment and much more.
If you are unsure of what phones lines you currently have or you need help with Fibre broadband give us a call.
You may have noticed the photo of Mark on our Twitter feed last week using the new HTC One M8.
It was the first time he had been able to try the phone is a super fast 4G Mobile area. We ran some www.speedtest.net trials on were getting up to 38Mbps – which is amazing when you consider some offices still have a traditional broadband speed of around 2Mbps.
With the 3CX Mobile App installed and ready to go we called the office to brag about our ‘Research and Development day’ 😉 at the gadget show. As expected the call quality over 4G was perfect.
As 4G continues to be rolled out (We use EE for out mobiles phones, you can check coverage here) in to more and more areas having your office phone extension with you on your mobile phone is going to be seemless thanks to the speed of 4G and the power of 3CX Phone for iPhone and Android.
We thought it might be nice to publish some stats on our support ticket response times. We raise a ticket whenever a customer reports a problem and we close it off when the customer confirms the issue has been resolved.
We aim to revolve all issues within an hour when raised during normal business hours.
In March we just about managed that on all but 2 days. We had a total of 111 tickets raised and the average time a time was open before being resolved was 36 minutes.
We have just published our latest case study on Lucion Environmental.
“Lucion Environmental is an independent asbestos consultancy delivering trusted hazard management. They have 7 offices around the UK and deliver impartial trusted advice and professional services to their clients.
Lucion were looking for a reliable cost-effective system that could be centrally managed and would save them money. Having always been at the forefront of IT, Lucion were seeking the very best, which is why our VoIP system was ideal for them.” – Read the rest here.