• Blog

 

ucaas-header2

How to Sell… UCaaS

Written by Laura Espinosa on . Posted in Unified Communications

ucaas

In our previous blog series on 3 Steps to Telecom Success, we discussed a number of things that you can do to realize sustainable growth, increase your profit, and increase customer loyalty. One of the overriding themes was adding more cards to your deck – bundling more services into your existing offering.

Perhaps you have made the decision to add Unified Communications, mobility, or something else to your solution, but what’s next? How do we sell this new service?

Our next series is on “How to Sell…” We will cover UCaas, Mobility, and Integration to start. If you want to learn about how to sell other services, please give us your suggestions in the comments below.

In the meantime, we’ll start with how to sell Unified Communications as a Service.

What is the main reason your customers do not purchase UCaaS? According to the research, it’s probably a lack of information about how UC will benefit their company and how to make the transition.

An Osterman Research study found that 48% of businesses do not understand how UC will benefit their business. They may understand and even want Unified Communications, but are unable to make the leap to the direct benefit to their business. Research also shows that “39% of businesses are intimidated by the migration process.” They may need a little hand-holding to get started. (Source: www.eweek.com).

In the face of these facts, your best tool will be education. If you want to sell UCaaS, you have to teach your customers about UC, thus assuaging their uncertainties and fears.

Benefits

Start by showing what UCaaS can do for your customer – what value will it bring to their business. Be careful not to confuse benefits with features. Features like presence and click-to-call and instant messaging are important and you will want to show those too, but not quite yet. Benefits are big picture values like:

  • Saves time so you can focus on selling

  • Eases stress in the office

  • Supports productivity in workers

  • Enables you to provide better customer service

These are all about how UC will improve the day-to-day lives of your customers. Put yourself in their shoes and consider what issues they face, where are they wasting time everyday, what frustrations do they express. They will identify with these benefits and instantly want to know how to attain them.

Features

Which brings us to features. You have explained what they will get from Unified Communications, now show them how they will get it. Go back through your list of benefits and add at least one feature that supports each. Those are the features that you will show your customers. Some examples are:

  • Click-to-call

  • Drag-and-drop conferences

  • Presence

  • Call transfers

  • Screen-share

  • Voicemail to email

  • Fax to email

  • Multichannel communication

  • Video calling

The list goes on and on. You will know best what types of benefits and features your customers would value.

Transition

Finally, show a clear transition roadmap to your customers from the very start. You now know that they may have fears when it comes to migrating, so bolster their confidence right from the beginning. Take care of as much of the transition from your end as you can so that they have less to worry about. If you are confident, they will become confident as well.

With all three of these areas, demos will be your best friend. Rather than trying to explain the benefits and describe the features over the phone, get them on a free demo and illustrate it. Once they get started, they won’t want to stop.

As you go through the demo, use clear, specific examples to make your points – things that they will immediately identify with and latch on to. For example, you could say “Have you ever been on the phone with a colleague and needed the quick input of someone else? How did you handle it? Did you have to hang up and then come back to the call later? Shoot an email and wait for the response? What if it was as easy as grabbing that third person with your mouse and dragging them in to the call?” as you are doing just that in a demo. If they have ever faced that problem, they will be sold.

One more selling technique to consider: UC makes it so even the smallest businesses can act like enterprises. This is a huge selling point if they fully grasp it. Show your smaller customers that they will have the same capabilities and tools as large enterprises, leveling the playing field for the first time.

If you are interested in learning more about UC and/or selling, we have a few more blog posts that may be of interest to you.

As always, feel free to reach out to us if you want to chat with an experienced account manager.

Stay tuned for next week: How to Sell… Mobility

More posts like this one:

one-more-card

One More Card for Your Hand

Written by Laura Espinosa on . Posted in Unified Communications

telecom

If the telecommunications industry is a game of cards and your offering is made up of the playing cards clutched in your hands, would you want one more card?

In games of strategy – and we all know business is the ultimate game of strategy – power is earned by having more cards (or chips, or pieces) to leverage yourself above the competition.

Telecom add-ons like Unified Communications as a Service (UCaaS), seamless integration, mobile apps, billing software, and more will give your business leverage to sell more often, sell at a higher value, and keep customers happier for longer.

The more services you have, the easier it will be to make the next sale. Imagine being able to say “yes” to all prospect queries. Or satisfy customer requests on the spot. You will quickly become the most popular business on the block.

Our partners sell not only products, but bundles and complete solutions that are worth more both up-front and on a month-to-month basis.

Want another card or two for your hand? Contact us today to discuss your business model and how we can help you strategize to beat the competition.

More posts like this one:  
ucaas

What Do We Mean by UCaaS?

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications

ucaas

It is easy to pick up buzzwords and start throwing them around without fully understanding the implications. Words like Integration, The Cloud, and Collaboration appear in marketing materials for most telecoms today, but often without full understanding or definitions.

Unified Communications as a Service (UCaaS) is another one. So what exactly do we mean by UCaaS?

I think CommsTrader defines it best:

UCaaS, or Unified Communications as a Service is a solution in which all of the collaboration and communication tools that an employee must use can be accessed through a third-party, provided by an integrated cloud platform.”

UCaaS is, at its heart, a singular platform that simplifies and enhances communication through a plethora of tools. It’s almost an oxymoron: nearly innumerable features and capabilities in one single product.

So what are some of those features? Basically anything that makes communicating easier and better. To name a few:

  • Voice

  • Instant messaging

  • Presence

  • Conferencing

  • Video calling

  • Collaboration

  • File sharing

  • Desktop sharing

  • Integration

  • Mobility

It is easy to see how these tools would bolster efficiency and productivity in the workplace. UCaaS will go over well with the accounting department as well since it gives you so much bang for your back. Perhaps best of all, Unified Communications as a Service is flexible and scalable, easily molded to fit the existing business structure.

Interested in learning more? Contact us today or watch for yourself all that gloCOM, our UC app, can do:

 
Learn more about gloCOM here.
 

More posts like this one:

desk phone

Keeping up with Trends: The Desk Phone

Written by Laura Espinosa on . Posted in Do you still need a desk phone?, Unified Communications

do you still need a desk phone

How can we stay ahead of the advancing technology curve? This is a pressing question for many telecom professionals, particularly in the wake of a few major industry players closing up shop this year. One way to stay ahead is by keeping a pulse on current technology trends, for example, the future of the desk phone.

Will the desk phone continue to persist as it has for well over a decade? Or should we be preparing for its imminent death?

Join us as we take a look at how and why the desk phone has survived so long and what may be next for the phone sitting in your office. Here’s a hint: Frost & Sullivan project that IP desk phone sales will continue to increase for the forseeable future, but that more than half of those telephones will be deployed in the cloud by 2021.

desk phoneOur whitepaper and video presentation Do You Still Need a Desk Phone? takes you through the latest alternatives and complements to the desk phone, including mobile phones, softphones, smartphone docking stations, and Unified Communications.

Learn more and download your free copy today: www.bicomsystems.com/do-you-still-need-a-desk-phone

unified communications

5 Ways Unified Communications Saves You Time

Written by Laura Espinosa on . Posted in gloCOM GO, Unified Communications

unified communications time

We all know the struggle of managing our time at work. The hours in the day are never quite enough to get everything done. But Unified Communications can save time on mundane tasks, letting you focus on whatever is most important to you and your business.

Below are just five UC features that will save you time.

1. Multi-tasking

Most Unified Communications apps support instant messaging and text messaging. Aside from being instantaneous, IMing allows you to multi-task. You can communicate via text even while on a call or working on something else.

2. One-click calling

UC lets you call anyone in the world with just the click of a mouse. Whether that means clicking on a contact within your UC app or enabling click-to-call with your browser, no more time will be spent looking for numbers and working out country codes.

3. Drag-and-drop conferences

Drag-and-drop conferencing is a favorite feature and it’s easy to see why. UC apps like gloCOM let you grab as many contacts as you want and drag them into an instantaneous conference. Gone are the days of scheduling conferences and dialing in to conference bridges with PINs and passwords.

4. Continuity

Unified Communications works on whatever device you have, wherever you are, so no time is lost due to travel, weather, power outages, or other unexpected bumps in the road. Remote workers have all the same capabilities as coworkers in the office.

5. Contact management

Compile all of your contacts and phone numbers in one secure place. UC apps like gloCOM will integrate with your existing address books so that no time is wasted scrambling to find a contact or phone number.

gloCOM is a Unified Communications app with all of the above and much more. Learn more about gloCOM here: www.bicomsystems.com/products/gloCOM-Desktop-Mobile-Communicator

unified communications

Unified Communications: Beyond Telephony

Written by Laura Espinosa on . Posted in gloCOM, sipPROT, TELCOware, Unified Communications

unified communications

Unified Communications works great for telephony and voice. It makes communicating fast, easy, and efficient. But a good UC solution should be doing much more than just telephony. Unified Communications can support and improve your business in many aspects.

Collaboration

More than just a buzzword, collaboration is key to productivity in the workplace. Unified Communications solutions support collaboration with features like screen sharing, file sharing, and presence. gloCOM, our UC app, offers all of these features and more. Learn more by reading 6 Unified Communications Features that Promote Collaboration.

Billing

Integrated billing software automates invoicing, rate-setting, and other accounting tasks to free your time and concentration. Unique to our Unified Communications suite, TELCOware is a provisioning platform that performs billing, ticketing, accounts, shopping cart, and more, so that you do not have to.

Security

The issue of security is heavy on the minds of most VoIP users today. Our Unified Communications solution goes beyond telephony to help secure your network. sipPROT is an advanced SIP security module that protects against SIP attacks. Unlike other solutions, sipPROT works with live traffic, protecting the system even while it is in use.

More posts like this one:

crm integration

7 Features of CRM Integration That Your Sales & Marketing Teams Need

Written by Laura Espinosa on . Posted in gloCOM, Marketing, PBXware, Unified Communications, VoIP

crm integration

CRM software is great for business. VoIP solutions are great for business. Integrated together, they create a powerhouse that will support both your sales and marketing teams.

Lead management is a core part of any business and getting it right can make or break your success. A standard, efficient workflow to apply to all contacts and individualized nurturing for each lead are of equal importance to get through the sales cycle.

The balance can be reached with CRM integration through the following features:

1. Call & email logs

Integrated CRM software tracks all calls and emails to contacts. Forget flipping through your calendar or racking your brain to remember your last call with a specific lead or customer – an integrated CRM will give you that information and more in seconds.

2. Click-to-call

Now more an expectation than a perk, click-to-call with CRM integration makes it easy to call leads or customers as you are reviewing their account. Cut the time it takes to get through a list of sales calls by doing everything from one screen.

3. Call pop-ups

If click-to-call simplifies your outbound calling process, call pop-ups greatly enhance inbound calling. CRM integration puts the caller’s name and detailed information on your screen before you even lift the phone receiver. No more pressure to remember details or asking the caller to wait while you change gears and catch up.

4. Marketing campaigns

Your CRM is no longer just for the sales department. Marketing teams will find an integrated CRM invaluable for creating, sending, and tracking marketing campaigns. Responsive marketing that targets audiences based on past behavior and interests shown is more effective than passive, mass marketing.

5. Marketing automation

All the buzz in 2017, marketing automation is quickly becoming standard practice. An integrated CRM makes it possible to automate marketing campaigns on multiple levels without forgoing a dynamic, responsive approach. In fact, the data collected by your CRM will make marketing efforts even more responsive to lead behavior.

6. Data organization

Arguably its primary function, it goes without saying that your CRM organizes contact data. But an integrated CRM will go even further in placing pertinent information exactly where your company needs it.

7. Lead Tracking

An integrated CRM goes beyond contact information and call logs, you can now track website visits, social media behaviors, downloads, and much more. Both the sales and marketing teams can get better results when they have more information at their fingertips.

PBXware and gloCOM integrate with Salesforce, Zoho, Sugar, Zendesk, and Microsoft Dynamics. We can integrate with other CRMs through custom solutions. Learn more about gloCOM or contact us today.

More posts like this one:

voip

Is VoIP driving business away from you?

Written by Saulio Reyes on . Posted in Business PBX, Call Center PBX, IPPBX, Multi-Tenant PBX, PBX, PBXware, Unified Communications, VoIP

voip

Over the years I have noticed that more and more of our new customers are no longer VoIP Entrepreneurs wanting to join the telephony provider venture. Seems like the more VoIP becomes the present and defines the future of communications, the more industries it touches.

These days, any business that provides IT industry related services is somehow related to, or forced to be related to, the communications infrastructure of their customers. Even better if the customer has some knowledge or is at least aware of the unified communications experience.  

Industries like Internet service provides, cable services, and/or fiber providers have already joined, are planning to join, or at least know the future is to integrate in order to gain and retain customers. To mention a few of the most common that will ring my desk, I should start with hosted service providers. Either hardware, software, or a mix of the two, is something that, sooner or later, VoIP has to become an integrated part of. Either a multi-tenant platform like ours in order to centralize all hosted PBXs, or separate Call Center/Custom environments, this is something that, along with other value-added features, a hosted service provider will get asked for pretty often.  

Other industries, less related to network services or hosted services like IT Managed Services, will encounter themselves one way or another supporting an IP Phone, a local PBX, or a PBX hosted by someone else. They will notice the additional revenue and increased customer retention will come as soon as they can also take care of the telephony needs. 

Many of my customers will often express how VoIP service may be just one service out of many, and maybe not the one that bring the most revenue in from customers. But VoIP is an essential piece of the relationship since it is the part that allows their customers to unify their communications, in addition to the suite of services it provides.

This article is a ‘heads up’ to all those out there that think VoIP services ‘could be’. Soon VoIP will be a ‘major’ part of any one proposal because it will become part of the request. The end-user likes to feel a level of unification that provides them the security that a single provider can serve, understand, and support all their technology components.

VoIP is so flexible that anyone that has a customer base and provides any type of service, even non-technology, could find a way to integrate it into their suite of services with a huge value and even bigger retaining element. Make it drive business towards you, not away from you. At this very moment deals are been turned down because the competitor shows a unified set of services with telephony, or impressed the customer with an additional service made possible by VoIP.

Just because everyone related is getting involved does not mean that it is easy. We still hear horror stories. Even that the voice quality is not working out, loss of RTP, but less. More and more it’s ‘how do I?’ Whether CRM integration or producing better reporting and so control of daily lives.

If you would like to explore your options, whether you are related to technology services or not, Bicom Systems would be happy to assist with whatever ideas you may have. We have not seen it all yet, but with the many we have worked with already, I’m sure you are at the right place for finding a solution. Our IPPBX PBXware comes in a Single Tenant Business Edition, Multi-Tenant Edition, and Call Center Edition, and the mix of all of them is as customizable and flexible as it comes.

collaboration

6 Unified Communications Features that Promote Collaboration

Written by Laura Espinosa on . Posted in Cloud Communications, gloCOM, Unified Communications

collaboration

9 out of 10 business executives believe that cloud-based collaboration is good for business, according to a study done by Forbes.

In an age when many companies have already embraced unified communications, our persuasion tactics must change from “why you should adopt UC” to “how you could be getting more out of UC.”

Everybody wants more collaboration in 2017 and unified communications features are one practical way to get it.

1. Screen sharing offers an instantaneous way to share exactly what you are working on with no room for error.

2. Video calling prevents miscommunications and gets things done as quickly as face-to-face meetings.

3. Instant conferencing brings the whole team together with the click of a button for quick problem solving.

4. Presence makes it abundantly clear who is available so no time is lost tracking someone down.

5. Instant messaging is the perfect way to get a quick answer even if one or both parties are on the phone.

6. Mobility takes collaboration beyond the office so the team can stay in contact despite geography.

These features are just the tip of the proverbial iceberg. Your unified communications or cloud-based solution should be supporting collaboration with all of the above and more. If you think you should be getting more from unified communications, we encourage you to check out our gloCOM Unified Communications app.

More posts like this one:

voip trends

5 VoIP Trends in 2017

Written by Laura Espinosa on . Posted in gloCOM GO, Unified Communications, VoIP

voip

2017 is officially here and it is going to be a great year for telecommunications. Let’s start off the year with 5 VoIP trends for 2017 from VoIP-News:

1. Mobile VoIP – According to VoIP-News, there will be more than 1 billion mobile VoIP users by the end of 2017. How many of your customers will be joining that number? Bicom Systems released gloCOM GO, our Unified Communications mobile app last year – check it out today!

2. Security – VoIP security has become a growing concern in recent years, and Forbes names it as one of the top three concerns for businesses in 2017. To start protecting yourself and your customers, download our free PDF: VoIP Security: The Risks and How To Prevent Them

3. Integration – Sure to be a buzzword in 2017, “integration” refers to the ability to incorporate other business services into a VoIP solution. This is at the heart of Unified Communications and Bicom System’s suite of VoIP software. Visit our products page to learn more.

4. 5G – While less directly relevant to our products and services, the potential emergence of 5G in 2017 will only contribute to the growth of mobility in the workplace. Our gloCOM GO mobile app shifts seamlessly between WiFi and 4G and we greatly anticipate the speed of 5G.

5. Network Strain – Ending on a more concerning note, experts predict a network strain in the coming year. We believe this possibility is all the more reason to partner with an innovative, customer-focused company that is constantly researching and improving. Join us today and gain an experienced Account Manager that will navigate with you in whatever 2017 may bring!

More posts like this one:

telecom sales

How to Win More Telecom Sales

Written by Stephen Wingfield on . Posted in gloCOM, IP Phone, PBX System, PBXware, Phone Company, SERVERware, TELCOware, Telephone Systems, Unified Communications, VoIP

telecom sales

You step into the car dealership and look around at all of your options. Red convertibles, little sports cars, all-terrain trucks. In your mind, you’re already flying down the highway, the breeze in your hair, music pouring from the car’s speakers, when the salesperson interrupts your thoughts with his mundane descriptions of the type of rubber in the car’s tires and the new fuel injection system.

When customers buy a car, they want to know how it’s going to feel driving it, not all the little mechanical details. The same idea applies to Unified Communication sales. At Bicom Systems, we’ve learned that in order to win more customers, you must give them an experience, a feeling, not just a description of each component of a phone system.

Start by getting to know your potential customers. Understand their visions, their plans for the future. Ask them about their current expenses and problems and get them to look forward two or three years and tell you what they’d like to change. Get into the mind of the customer.

The next step is to shift the customer’s focus away from the phone system to the bigger picture. Don’t describe the features, describe how those features will change their lives. How they’ll be saving time and energy. How they’ll be making sales left and right. How the system practically runs itself. Bicom Systems products piece together to create a seamless system for customers. We tell customers that our PBXware, TELCOware, and SERVERware combination will free up their time to win more sales while the technical operations go on in the background.

Finally, don’t forget to include a number of applications. Potential customers can find “good phone systems” among your competition. But if you have a “good phone system” with additional applications to make life easier for the customer, that will set you apart from the crowd. Even the most simple application can make all the difference if it is incredibly useful. Bicom Systems offers gloCOM, our Unified Communications desktop and mobile app, as the icing on the cake. gloCOM and our other applications speed up otherwise laborious tasks and give our clients that extra push that they need to sign on.

In short, don’t get lost in the competition by just offering a phone system. Or even a good phone system. Stand out from the rest by offering a lifestyle.

More posts like this one:

continuity

Telecommuting Benefit 5: Continuity

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

telecommuting continuity

This is the final post in our series on Effective Telecommuting with gloCOM. Today we’ll discuss our fifth and final benefit of telecommuting: continuity.

Having workers in different geographic locations with a VoIP tool like gloCOM ensures constant and consistent service both within the company and in customer relations.

Different workers in different locations can deal directly with customers or supplier in their area, eliminating issues with time zones or travel. It allows companies to do business locally across the country or the world.

gloCOM also allows employees to work remotely with no warning in the case of being snowed in, staying home sick, or other emergency situations. It opens the door to employees that need a few weeks or months away from the office for whatever reason.

The best part? Customers will be none the wiser. gloCOM replicates your office anywhere in the world so work is not interrupted.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employees

telecommuting retention

telecommuting collaboration

telecommuting savings

telecommuting-savings-header

Telecommuting Benefit 4: Savings

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers

telecommuting savings

We’ve now discussed three benefits of VoIP telecommuting: better employees, increased employee retention, and productivity. Today let’s take a look at the savings that results from telecommuting.

Supporting individual telecommuters is much more cost-effective than supporting entire offices that require more hardware, furniture, even office space.

VoIP telecommuting via gloCOM makes it even more cost-effective with less spending and lower rates. It is simple to set-up gloCOM anywhere in the world with no need for special equipment or services. This is especially beneficial in countries where the company is not physically present or familiar with service providers.

Finally, telecommuting is often temporary, allowing companies to scale up and down as the budget allows.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting retentiontelecommuting collaboration telecommuting continuity

collaboration

Telecommuting Benefit 3: Productivity & Collaboration

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

telecommuting collaboration

Our previous post in the Benefits of Telecommuting series looked at increased employee retention. Today we’ll discuss how a VoIP application like gloCOM causes productivity & teamwork to increase as well.

The biggest factor in guaranteeing productivity and collaboration among remote workers is presence. Using the presence feature on gloCOM, supervisors and coworkers are able to monitor who is online and available in real-time.

Supervisors can use this feature to ensure employees are online and active during working hours. Teams can use it to quickly monitor the availability of other team members and initiate spur-of-the-moment meetings.

Another feature essential to effective telecommuting is reliable communication in real-time. gloCOM provides several methods of communicating that always work with just the click of a button. From instant messaging to voice calls to screen share, telecommuters are available all the time in real-time.

Finally, telecommuting eliminates commutes and distractions that may decrease productivity in an office setting. With no idle chat around the water cool or slipping out of the office early to beat rush hour, employees will be productive for more hours in the day.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting retention telecommuting savingstelecommuting continuity

customer retention

Telecommuting Benefit 2: Employee Retention

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP Phone, VoIP Phone System

telecommuting retention

In our previous post we talked about telecommuting offering better employees. Today let’s discuss how it also means happier employees which translates to increased employee retention.

Supervisors and business owners have long known that happy employees = productive employees.

While not all individuals will appreciate the telecommuting environment, many will thrive working from home. The increased flexibility and balance between work and home leads to more satisfied employees.

That satisfaction with work will make them more likely to stay at the company longer.

VoIP tools like gloCOM allow employees to happily work from home with all of the communication and collaboration tools they would find in the office. It allows management to supervise and communicate with remote workers to guarantee maximum productivity.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting collaborationtelecommuting savingstelecommuting continuity

telecommuting-employees-header

Telecommuting Benefit 1: Better Employees

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

telecommuting employees

In this post we opened the discussion of the effectiveness of telecommuting with VoIP, and specifically with gloCOM, our unified communications app. In the next few posts we’ll delve into some of the specific advantages.

Let’s start by talking about the employees. Telecommuting workers are actually better workers.

With no geographic boundaries, companies can find best-fit employees from a much larger selection, and often at a lower rate.

Rather than settling for the local best, companies that use telecommuting can demand specialists or experts from around the world.

Can’t afford to have a specialist on staff? Telecommuting means the position can be part-time, temporary, or even on a consulting-basis.

And of course, gloCOM is the invaluable tool will keep all these experts in touch. To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting retentiontelecommuting collaborationtelecommuting savingstelecommuting continuity

call resolution

3 Ways UC Increases Call Resolution Rates in Call Centers

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, Unified Communications

call center

We have talked about Hosted VoIP in call centers as well as PBX Call Center software, but today is specifically about Unified Communications. What is the general purpose of any call center? Call resolution. That is exactly what a call center is created for – to answer and resolve calls.

Unified Communications contributes to improved Call Resolution Rates in a number of ways. Three specific features are:

1. Presence – Call Center agents that are on call can use Presence to quickly identify colleagues that are available to join the call or provide advice in another way like IM. This way the agent can stay on the call while seeking a solution rather than putting the caller on hold or sending them to unavailable extensions or voicemail.

2. Collaboration – Unified Communications makes it possible for Call Center agents to work together more quickly and seamlessly. Tools like IM, screensharing, or drag-and-drop conferencing mean a resolution is reached more quickly and efficiently. Agents that are on another call can still be reached through alternative methods.

3. Remote Agents – The ability to work from home or on the road means increased availability and flexibility. When more agents are available at more times, it becomes easier to resolve calls efficiently.

These and many other features make Unified Communications an ideal solution for Call Centers that wish to increase their call resolution rate. Our gloCOM app is the piece that ties together the rest of our telephony solution, putting all of our UC tools in one simple interface for your desktop or mobile phone. Learn more about gloCOM on our website.

More posts like this one:

  • How to Increase Call Center Productivity & Efficiency

  • 6 Guidelines to Choosing Call Center Software

voip-integration-header

VoIP Integration

Written by Laura Espinosa on . Posted in Cloud, gloCOM, PBX System, PBXware, SERVERware, TELCOware, Unified Communications, VoIP

voip integration

Regardless of how many times we write about the benefits of VoIP, it is always worth pointing out more. VoIP is a game-changer for almost all types of companies and organizations, but only if you recognize its benefits and use it to its full potential.

One such benefit of VoIP, particularly cloud-based VoIP, is integration. The first step to Unified Communications, VoIP can integrate with many or all of your other applications.

Seamless integration saves on time and money and boosts productivity and efficiency. Everyone from the smallest business to the largest enterprise can benefit from a more cohesive and synergistic solution.

Bicom Systems VoIP products are built to integrate natively. PBXware for telephony, TELCOware for provisioning, and SERVERware as a foundation work together seamlessly, especially when tied together by gloCOM, our desktop and mobile communicator app. Learn more on our website.

 

More posts like this one:

  • 5 VoIP Features for Business Efficiency

  • 5 Ways Hosted VoIP Supports Collaboration

glocom-telecommuting-header

Effective Telecommuting with gloCOM

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

telecommuting

While telecommuting has existed for years and years, it has never been as effective and productive as it is today thanks to VoIP and Unified Communications. With benefits to both employees and employers, telecommuting is a real option today using UC tools such as gloCOM.

A few major trends have made effective telecommuting not only possible, but maybe even the best option for many companies: The Internet, Mobility, and Globalization.

Nowadays there is Internet access virtually anywhere, whether via Wi-Fi hotspots or LTE data. That plus the constant presence of smart phones, tablets, and portable laptops means that anywhere can become an office in just moments.

Telecommuting is not only plausible; it’s advantageous to many companies today. Globalization means that companies have customers, suppliers, even competitors across the world. It only makes sense to have employees with just as far a reach.

gloCOM softphone enables users to work effectively anywhere with an Internet connection. From crystal clear individual or conference calls to file and screen sharing to group and individual chat, gloCOM will convert into a virtual office anywhere in the world. It overcomes archaic barriers to remote working such as the inability to communicate or technical difficulties. It even monitors productivity and keeps management up-to-date and involved.

Telecommuting provides several benefits to both employees and employers in the following ways:

  1. Better employees

  2. Increased employee retention

  3. Increased productivity & collaboration

  4. Savings

  5. Continuity

Ready to get started? Contact an Account Manager today!

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting retentiontelecommuting collaborationtelecommuting savingstelecommuting continuity
unified communications

Gartner’s 2016 Magic Quadrant for Unified Communications

Written by Laura Espinosa on . Posted in Unified Communications

Gartner’s 2016 Magic Quadrant for Unified Communications is out, but none of the winners are without weaknesses. In summary…

1. Cisco‘s unified communications may be overpriced and confusing. Isn’t the point of unified communications to be streamlined and simple?

2. Microsoft‘s conferencing quality is called into question. At this point, quality should no longer be an issue.

3. Mitel‘s offerings are too limited to support growth. Scalability is key in unified communications.

4. Avaya is focused on a financial plan and refinancing at the moment. Not to mention their offering may not be fully user-friendly.

5. Alcatel-Lucent is glaringly absent in the U.S. market, a center for many other solutions. Keeping up with competition is essential for any company.

6. NEC, on the other hand, is too focused on the Asian market. Unified communications should be a global endeavor.

7. Huawei is yet one more example too focused outside the U.S. and even Europe, presenting challenges to customers in those areas.

8. Unify‘s unified communications solution is still young and needs further development. There is a lot to be said for stability.

9. ShoreTel‘s offerings may be lacking in features. Lack of even one feature is enough to lose deals to competitors.

10. Interactive Intelligence‘s UC conferencing is less comprehensive than some competitors. Conferencing is now an expectation, not an optional bonus.

While it may seem negative to focus on weaknesses, today’s Unified Communications market gives consumers enough options to be picky and critical. There is no reason to settle on a solution that is not 100% satisfactory.

To read more about this, visit CRN’s article 

Here’s Who Made Gartner’s 2016 Magic Quadrant For Unified Communications

 

More posts like this one:

  • Benefits of Unified Communications

  • 2014 State of Unified Communications – Part 1

uc

3 Advantages of Unified Communications

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications

unified communications

The vast advantages of Unified Communications can be summarized in three categories:

  1. Cost Reduction

  2. Revenue Increase

  3. Quality of Life in the Office

The first two speak for themselves. There is little doubt that Unified Communications will save on costs and increase profits.

The third is a very general category that can be summarized as improving the quality of life in the office. This means benefits like:

  • Less stress

  • Less wasted time

  • More productivity

  • More collaboration

  • More efficiency

  • More user-friendliness

  • Better customer service

  • Simplification

Users of unified communications enjoy those benefits thanks to features like:

  • Presence

  • Call transfers

  • Voice or video conferencing

  • Screen-sharing

  • Voicemail to email

  • Fax to email

  • Compatibility

  • Multichannel communication

  • and many more!

gloCOM is a Unified Communications app that brings all of these features and values together in one shiny package. Learn more about gloCOM

on our product page or contact us today!

 

More posts like this one:

  • Benefits of Unified Communications

  • What is Unified Communications?

business mobile

Why Your Business Should Go Mobile Now

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, Unified Communications

business mobile

It is hard to believe that businesses without mobility still exist in the age of smartphones. If you still need persuading that mobility is right for your business, this article is for you.

1. Customer Connection

The first reason to go mobile is that your customers are already mobile. It is rare to find an individual without a smartphone nowadays; more than likely your customers are already mobile and would expect you to be too. This may mean a mobile-friendly website, a smartphone app, or a cell phone contact number. It probably means all three and more! Meeting your customers where they are at is a timeless rule.

2. Employee Connection

Similarly, your employees are probably mobile too. Bringing mobility to work will make employees more available, connected, and motivated.

3. Global and Local Presence

While global and local presences are opposites, both can be achieved with mobility. A mobile phone gives you a local number and more personal feel right at home, but also connects you instantly and seamlessly to partners or employees across the world.

4. Productivity

Mobility adds one more option (or maybe many more!) for communication and collaboration. Employees will be more productive with a mobile option, particularly when on the road or at home.

5. Competitors

If your competitors are not already mobile, they will be soon. Mobility is just one more advantage to have, especially as it becomes an expectation of customers. Do not wait too long and miss the mobility boat – the cost could be high.

gloCOM GO is a unified communications mobile app for businesses. Learn more about its features and values or contact us today!

 

More posts like this one:

  • 3 Reasons Why gloCOM Mobile Is Worth Waiting For

  • Four Ways to Get Started with Mobile VoIP

itsp

How to Become an ITSP

Written by Laura Espinosa on . Posted in How to Start & Grow an ITSP, ITSP, PBXware, Softswitch, TELCOware, Unified Communications

itsp

Becoming an ITSP or Phone Company is easier than it has ever been before. As communications technology has become more advanced in recent years, it has also become more simple and user-friendly. All it takes is a dream and some motivation to get started.

You can become an Internet Telephony Service Provider with four essential components:

  1. Hardware – This starts with a VoIP Softswitch and may include servers, routers, IP Phones, etc.
  1. Software – Core telephony services will be offered via unified communications software, billing software, etc.
  1. A VoIP Carrier – A VoIP carrier is necessary to become a services provider.
  1. Support – Too often forgotten, a good support system is vital to becoming a successful and growing ITSP. Nothing compares to having support from somewhere that has been there before.

Bicom Systems has all of the hardware and software that you need to get started, and our Account Managers are the icing on the cake. Visit our product pages to learn more or read our How to Start & Grow an ITSP whitepaper. 

More posts like this one:

voip

10 VoIP Selling Points

Written by Laura Espinosa on . Posted in Cloud Services, gloCOM, Marketing, Unified Communications, VoIP

voip

Everyone knows the benefits of VoIP and cloud services, right? It practically sells itself – save money, save time, keep up with the latest trend. But is that all there is to VoIP?

With nearly infinite features and almost as many ways to add value, VoIP is worth much more than most think. Try using some of the following features and values to market VoIP in a bigger and better way.

1. All Calls are Local

VoIP allows users to generate local numbers for anywhere in the world. This eliminates the need for expensive Toll Free numbers and makes customers feel closer to the company.

2. CDR

Call Detail Records are elaborate and complete with VoIP. Everything is recorded and saved, from call logs to chat history to bandwidth usage. This benefits both users and IT that monitor and maintain the system. With VoIP, CDR can even be customized.

3. Conferencing

VoIP permits inexpensive, easy, and efficient conferencing. Whether a spontaneous conference call or a weekly video conference, VoIP softphones makes it user-friendly and simple. gloCOM lets users start conferences by simply dragging contacts into a call.

4. File & Screen Sharing

Most VoIP solutions make it easy to share files or even screen share between contacts. It is quicker than emailing files or using third party software. File share and screen share can be done with the click of a button on gloCOM.

5. FoIP

While fax may seem like a thing of the past, most businesses are still paying for a fax line out of obligation or habit. Fax Over IP (FoIP) eliminates the cost and delivers faxes straight to your email inbox. Click to learn more about The Value of FoIP.

6. High Definition Audio

HD audio ensures crystal clear communication for the most important calls. From big sales pitches to important conference calls to custom support, HD audio is the next best thing to a real conversation.

7. Long Distance Calls

VoIP eliminates geographic cost disparities and saves on long distance calls. The ability to call for ‘free’ via cloud services encourages users to pick up the phone more often and communicate quickly and efficiently to all parts of the world.

8. Mobility

In a world of smart phones, tablets, and BYOD, mobility is crucial in the workplace. VoIP seamlessly integrates with mobile devices through call forwarding or apps, making communication possible any time, anywhere. gloCOM Mobile softphone is coming soon!

9. Recording

The ability to record calls is native to most VoIP phones and is an immensely useful tool for busy and preoccupied users. Record sales calls, training sessions, or any other important calls and come back to listen again later.

10. Voicemail

VoIP Voicemail saves time and cuts down on stress by delivering voicemail alerts and MP3 files directly to the user’s email. The file can be accessed from anywhere and can be quickly forwarded or deleted.

What are your favorite VoIP features and selling points? We’d love to hear from you in our discussion over on LinkedIn!

Ready to get started? Contact an Account Manager today!

changing-world-of-clecs-header

The Changing World of CLECs

Written by Laura Espinosa on . Posted in CLEC, gloCOM, PBXware, sipMON, sipPROT, TELCOware, Unified Communications

clec

As the communications industry has evolved, CLECs have had to adapt and embrace new techniques to stay ahead in a competitive market. First they controlled their numbers, then transport, but what is next for Competitive Local Exchange Carriers?

While many changes seemed like insurmountable obstacles, CLECs have always found a way to keep up. More often than not, this is due to the local advantage. No matter how much technology advances, many customers will always value a local presence.

CLECs can add value and maintain a local presence with our Unified Communications suite. Tools like a Class 5 Softswitch, a Provisioning Platform, and Security/Monitoring apps integrate together seamlessly to form a powerful solution. Our Unified Communications app gloCOM is the icing on the cake.

Download our CLECs brochure to learn more.

More posts like this one:

on premise pbx

5 Reasons to Choose On-Premise PBX

Written by Laura Espinosa on . Posted in Hosted PBX, IP Phone, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers, VoIP Software

on-premise pbx

We discussed some of the benefits of a Cloud PBX System in a previous blog post, so today we’ll discuss the benefits of choosing an On-Premise PBX system.

#1 OWNERSHIP

Traditionally, phone systems have always been purchased and owned. If this precedent has worked well for your business, there is no reason to change now. Owning an on-premise system gives control and peace-of-mind to the company. It is one more company asset that cannot be changed or taken away.

#2 CONTROL

Along the same lines as ownership, an onsite pbx system puts the control into the hands of the company. The in-house IT team can manage and customize the solution to fit current needs and even specific users. With all of the new features offered by VoIP, it only makes sense to have the control to use and change them as you wish.

#3 COST

While some companies will shy away from the larger up-front cost of an on-premise system, others will appreciate making a one-time investment. Unlike hosted systems, on-premise will not require monthly rent or other fees. On-Premise VoIP is less expensive than Legacy because it is software, rather than hardware, based.

#4 PARTNER RELATIONSHIPS

If you already have a good relationship with your providers there is no reason to change now. Your provider already has experience and knowledge of your company, users, and communication patterns. An onsite PBX solution allows you to stay with the same provider rather than start from scratch with a new vendor.

#5 IT TEAM

Companies switching from legacy to VoIP likely already have an experienced IT team in place. An on-premise system allows them to continue their current duties and carry the company through the transition to VoIP. Entrusting the new system to the current IT team will ensure a smooth transition.

In conclusion, there are many benefits to choosing an On-Premise Based PBX system. However there is a caveat; VoIP systems are inherently more complicated than legacy systems. They come with the advantage of an interface GUI to deal with this; however, the core skills to manage the network remain critical. The provider of your legacy system may not be familiar with these skills.

There are benefits to both On-Premise and Hosted systems depending on the needs of your company. To learn more, read 5 Reasons to Deploy a On-Premise Based VoIP System from Ziff Davis.

More posts like this one:

customer retention

5 Ways to Increase Customer Loyalty

Written by Laura Espinosa on . Posted in How to Increase Customer Loyalty, Marketing, Unified Communications, VoIP

customer loyalty

Today’s most successful telecoms are gaining a competitive edge by keeping their customers for longer.

We all know the challenge of making sales and the frustration of losing customers after all that hard work. Not to mention the loss of profit, ruined reputation, and cost of remarketing that can result from customer churn.

To directly address this challenge, Bicom Systems created a video presentation with 5 Ways to Increase Customer Loyalty.

Learn more and watch the presentation at www.bicomsystems.com/customer-loyalty

reasons-to-choose-bicom

5 Reasons to Choose Bicom Systems

Written by Laura Espinosa on . Posted in gloCOM GO, PBX System, Softphone, TELCOware, Unified Communications, VoIP

benefits of bicom

At the risk of ‘tooting our own horn’, we jotted down some recent comments made by partners that chose Bicom Systems over our competitors. We hope these will help other telecoms stuck in the decision-making process.

1. Integrated Billing Software

A key part of our unified communications suite is TELCOware, our provisioning platform. Our partners report that no one else integrates billing into their telephony platform despite the clear benefits. This frees users from doing complicated billing procedures themselves or hiring a third party. Learn more about our Billing Software.

2. Simple, Effective Interface

Over the years we have seen many partners express relief when first viewing our simple, yet effective PBX interface. Our GUI is user-friendly and lets you focus your time and concentration on what matters most to you. Best of all, we work to improve the interface in each new release.

3. Mobile App

While most of our competitors do now offer VoIP mobile applications, we hear that none compare to gloCOM GO. And it is no surprise after the weeks and months dedicated to perfecting the application that ties together all of our other unified communications products. Learn more about our Mobile VoIP App.

4. More features

Our PBX feature-set has been carefully developed to give our partners the highest value possible. We have listened to customer requests and attempted to provide features both for their internal use and for the development of a higher valued end product.

5. Affordability

One of the complaints we get the most is our lack of pricing on our website, but those that take the time to speak with an Account Manager find our pricing structure more than satisfying. Unlike competitors with set-in-stone prices, we work on an individual basis to create a solution that matches the needs and budget of each partner.

If you are trying to choose a PBX system we’d love to chat with you. Contact us now or browse our products.

More posts like this one:

sales-pitch-header

Are All Prospects Worth the Sales Pitch?

Written by Laura Espinosa on . Posted in gloCOM, Marketing, Multi-Tenant PBX, PBX, PBX System, PBXware, Softphone, Unified Communications

sales pitch

The short answer: Yes.

Anyone in telecom sales knows the importance of prioritizing leads and allocating your time wisely. Of course there will always be prospects that are clearly worth extra attention and time. But no prospect should be ignored if you are still interested in growing.

The reasons are obvious: you never know who will surprise you, ignoring a lead may hurt your brand image, etc. But we have a prime example of the value of every lead.

A few days ago we were contacted by a company that wanted our gloCOM unified communications softphone app. They already had an Asterisk-based PBX system and were not interested in making any changes. They just needed that one last piece to tie the whole solution together.

Rather than writing them off as satisfied with another provider, the assigned Account Manager started a conversation to see where it went. In just 15 minutes the contact had become interested in our philosophy of “all the pieces” and signed-up to test Multi-Tenant PBX.

Moral of the story: Even a prospect that is 100% satisfied with their current provider can be swayed with even a short, open conversation.

So the answer is yes, ALL prospects are worth the sales pitch.

More posts like this one:

call center

How to Increase Call Center Productivity & Efficiency

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, Softphone, Unified Communications, Virtual PBX, VoIP

call center

PBX Call Center Software

The goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.

Call Center Productivity Tools

By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:

  • Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.

  • Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.

  • Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.

More Productivity Means More Profit

The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.

To learn more about call center software solutions, check out our Call Center PBX page or contact us today.

More posts like this one:

collaboration

5 Ways Hosted VoIP Supports Collaboration

Written by Laura Espinosa on . Posted in gloCOM, Softphone, Unified Communications, VoIP

hosted pbx

Employee collaboration is essential to productivity in any size company, but particularly important to small companies just getting started. Effective productivity can mean the difference between a growing start-up and a failed business.

Fortunately, Hosted PBX and Cloud PBX offer collaboration tools with valuable benefits to even the smallest businesses.

1. Faster collaboration

Unified communications enables employees to share resources and information more quickly. This can be done through a variety of features including screen share, video conferencing, drag-and-drop instant conferencing, status presence, instant messaging, mobility, etc. You can find all of these features and more in gloCOM softphone.

2. More options than email

While email still has its place in business, VoIP opens up several other channels that may be more effective. For example, dragging users into an instant conference will lead to a quicker conclusion than a lengthy email thread. Written communication can lend itself to misunderstandings and delays that are avoided with voice or even video tools.

3. Customer service

In addition to collaborating quickly with one another, unified communications users can also respond to customers more quickly and efficiently. Whether this means reaching a solution and getting back to the customer quickly or bringing the customer right into a conference call or screen-share, customers will be pleased with the rapid service.

4. Budget- and growth-friendly

Even start-ups with the lowest budget can afford many unified communications tools and apps to get started. Hosted and cloud solutions in particular have low or no up-front costs and little maintenance. Best of all, most of these solutions are highly scalable and can grow as your business grows.

With all of the VoIP tools available today, there is no excuse not to get started. Contact us or visit our website to start planning today!

Read more about collaboration tools for small businesses at VoIP-News.

call center voip

3 Benefits of Hosted VoIP for Call Centers

Written by Laura Espinosa on . Posted in Call Center PBX, Unified Communications

call center

We have discussed the benefits of hosted VoIP before, but today we want to focus specifically on the benefits of the cloud for Call Centers.

1. Scalability

While an on-premise call center solution is mostly static, a cloud solution can be scaled up or down fluidly. Growth is just a phone call away and necessitates neither a large investment nor new equipment. In the same way, a hosted call center solution can be scaled back down for slower seasons.

2. Affordability

As with most VoIP solutions, hosted call center software is much more affordable than its on-premise counterpart. Start with the up-front investment (or lack thereof) and continuing to monthly payments and maintenance or upgrade costs. Cloud call center solutions are much more budget-friendly for SMBs.

3. Accessibility

Call Center software can be daunting and confusing, especially with a high volume of calls. But cloud solutions take most responsibilities off the shoulders of the contact center. The service provider, and hopefully a dedicated account manager, take care of everything so that the contact center is free to focus on calls.

Above all, these three benefits give SMBs the chance to compete against enterprises and large organizations.

To learn more about cloud call center telephony, visit our website: www.bicomsystems.com/products/call-center-pbx

Or read more about the benefits of hosted call center solution from VoIP-News

More posts like this one:

itsp-header

How to Start & Grow an ITSP

Written by Laura Espinosa on . Posted in How to Start & Grow an ITSP, Unified Communications, VoIP, Whitepapers

itsp

Have you seen the newest release of our most popular download? How to Start & Grow an ITSP is a tried-and-true tool that was overdue for a second edition.

Essentially the instruction manual for all Internet Telephony Service Providers, this FREE whitepaper has already helped hundreds of ITSPs grow from the ground up.

Based on years of real-life experience, How to Start & Grow an ITSP covers three steps to starting and growing an ITSP:

  1. The approach – how to find customers

  2. The delivery – how to create a core system

  3. The stay in & get ahead – how to overcome challenges

Download the free whitepaper and get to work on your ITSP today!

voice-better-than-video-header

4 Ways Voice is Still Better than Video

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, IP Phone, Softphone, Unified Communications, VoIP, VoIP Phone

voice call

While video calling is gaining traction in the world of VoIP, voice calling is still the best choice in most business circumstances.

What makes voice better than video?

1 – Voice Eliminates Distractions

Traditional voice calls appeal to just one sense (hearing) and allow both parties to focus on simply listening to a voice. Video calling, on the other than, brings in a whole other sense (sight) and opens the door to distractions. For example, delays between the sound and image will distract the viewer and slow down communication. Video also brings in other factors such as clothing, expressions, or things in the background that distract and detract from the speaker.

2 – Voice Has Lesser Requirements

Video calling necessitates more hardware and a better network than voice calling. Aside from needing a camera and device that processes sound and video, video calling uses more bandwidth. Most VoIP voice calls use 8 to 24 Kbps while video calls can use from 128 Kbps to over 1 Mbps. Video calls have other consequences to equipment such as lower battery life.

3 – Voice is Easier to Setup

Whether VoIP or PSTN, voice is easier and quicker to setup than video calling.

4 – Voice is More Compatible

VoIP Voice calls are almost always automatically compatible between different parties, offices, and even parts of the world. Different software and/or hardware work together seamlessly. Video, on the other hand, results in endless compatibility issues. Both parties must be using the same video tool on the same type of device to ensure an easy connection and optimal quality.

For a Unified Communications Voice application, check out gloCOM.

mobile-voip-header

Four Ways to Get Started with Mobile VoIP

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, Softphone, Unified Communications

Do you use mobile VoIP at work? If your answer is no, you should start! And if your answer is yes, keep reading, you still may learn a thing or two.

The following are four things to think about as you get started using mobile VoIP in your business.

1. Choose a Data Plan

The cellular data used by mobile VoIP when outside of a WiFi zone can add up quickly. Before getting too far, ask your carrier about data plans and choose the right one for your company.

2. Make it Secure

As with any other business calls, VoIP or not, security is an important issue to consider. Whether your company will use MDM (Mobile Device Management), EMM (Enterprise Mobility Management), or a VPN (Virtual Private Network) app, do not skip this step and open the company to potential security breaches.

3. Skip the Consumer Apps

Though consumer VoIP apps are common and free, it’s not a good idea to mix business with consumer software. From Skype to Viber to WhatsApp, these applications serve their purpose well enough outside of the office, but seek a business solution for your business.

4. Take Advantage of Features

One of the things that makes VoIP so popular today is its plethora of features. This is no different in the case of mobile VoIP. Take time to learn the features and take full advantage of them.

Ready to get started? Check out our softphone gloCOM.

conference-calls-header

Conference Calls

Written by Laura Espinosa on . Posted in gloCOM, Softphone, Unified Communications, VoIP

If you haven’t seen the “Conference Call in Real Life” video yet, watch it now. It will have you laughing and nodding in agreement from the start:

https://www.youtube.com/watch?v=DYu_bGbZiiQ

Humor aside, conference calling is an excellent tool that is often wrought with problems. But before you throw in the towel on conference calling altogether, we recommend trying a dedicated Unified Communications app like gloCOM.

Our business soft phone makes conference calling simple and easy. With drag-and-drop functionality, it is easy to start a spontaneous conference and get to business quickly.

To learn more about conferencing calling and other features of gloCOM, visit our website today!

mobile-softphone-header

Softphone or Mobile – A Third Option

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, Softphone, Unified Communications

softphone

VoIP News brings up an interesting quandary for businesses: softphones or mobile phones?

They discuss the benefits and drawbacks of each option:

Everyone already has a mobile phone, so it makes sense to use them. BYOD is so popular already. And for employees that spend time working out of the office, a mobile phone is a valuable tool.

But softphones offer even more benefits. They are usually a free software included with your unified communications solution. Softphones can often function much like a desk phone, so productivity is not lessened. And they have the advantage of a more professional appearance than using a cell phone number.

The decision seems difficult, but we suggest a third option: a mobile softphone.

gloCOM is a business softphone that can be used on desktop or mobile. Whether sitting at a desk with your IP handset, working from a laptop, or on the road with just your smart phone, you can have the same number and expansive functionality.

Don’t worry about making the choice – you can have the best of both worlds. Visit our website to learn more about gloCOM today.

presence-header

4 Ways to Use Presence

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications, VoIP

presence

If you have a Unified Communications software you have probably used Presence at least a few times to indicate if you are busy or away, but there is more to Presence than “Do Not Disturb”. Consider the following four Presence techniques to get the most of out of your UC solution.

1. Automatic Presence

While it is easy enough to manually change a Presence status, all too often we get caught up in something else and simply forget. Because Unified Communications is all about integrating all of your tools into one, the system can automatically change your status when you are busy on a call or giving a presentation, for example.

2. Routing

Incoming calls should be routed according to Presence. Whether this means sending callers to a colleague when you are busy or to a cell phone when on the road, the system can actively track your status and route all communication accordingly.

3. Selective Routing

Improving on the previous, selective routing can be applied to only certain parties. For example, a busy status could reroute customer calls to another extension but still allow supervisors or teammates through. Other callers could be routed straight to voicemail. This tool is based on logic and is incredibly useful to busy users.

4. Call Centers

Finally, presence can be used in call centers to increase efficiency and save time. Users can quickly identify who is available to receive calls, who can be consulted via instant messaging, who is unavailable, etc. All modern call centers should be benefitting from Presence.

gloCOM Business Softphone offers Presence and more. Learn more about gloCOM here. 

Read more from the IT Toolbox.

collaboration-tools

7 Collaboration Tools You Should Be Using

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, Softphone, Unified Communications, VoIP

collaboration

One of the most valuable features of Unified Communications is increased collaboration. A plethora of UC tools make collaboration possible outside the confines of an office or meeting room. Below are just a few collaboration tools you should be using

• Presence – Colleagues can interact as if they were in a physical office when using presence.

• Screensharing – A fast way to convey ideas and information without miscommunications or long explanations.

• Recording – Users that miss an important call or presentation can catch-up with a recording as soon as they are available again.

• Conferencing – One of the older tools, conferencing with unified communications can be spontaneous and quick.

• Mobile – Most unified communications tools are now available on mobile, putting collaboration in the palm of your hand.

• Messaging – Instant messaging can get quick answers even when users are busy or on call.

• Integration – Email, CRMs, and more can be integrated with unified communications to bring more tools to your fingertips.

Tools like the above can increase productivity and save time on a daily basis. Get these tools and more in an application like gloCOM.

voip-technology-header

5 VoIP Technology Basics That Increase Value

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Systems, Support, Telephone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

voip

We all know that VoIP reduces telephony costs, but we don’t necessarily know why. Understanding the technology behind VoIP allows us to better appreciate and market the value that VoIP brings to SMBs.

Ziff Davis explains the technology in their recent article entitled VoIP Primer – Five Technology Basics SMBs Need To Understand. 

Five VoIP Technology Basics:

1. VOIP IS DATA
The first thing to understand is that VoIP is data just like emails or files or instant messaging. While PSTN was a dedicated technology meant only for voice, VoIP turns voice into another form of data. Data is a much more efficient and cost-effective technology.

2. VOIP USES THE DATA NETWORK
Legacy systems require two separate networks – one for voice and one for data. A desk telephone uses the voice network while the computer uses a separate data network. VoIP integrates voice technology into one data network, resulting in a less expensive and easier to manage solution.

3. VOIP IS PACKET-SWITCHED
For VoIP to be transmitted over the data network it must be digitized and transferred as packets. The advantage of packets is that they travel across the most efficient route resulting in high-speed and lower costs.

4. VOIP IS REAL-TIME
Legacy telephony has always offered high quality voice in real-time because that’s what it was made to do. This has been VoIP’s biggest challenge but after over 20 years it is finally a worthy opponent of PSTN. With an optimized network and good VoIP software voice calls can be in real-time just like traditional telephony.

5. VOIP IS STILL EVOLVING
While Legacy telephony is a tried-and-true solution, it is no longer evolving and improving. On the other hand, VoIP is not yet a complete solution meaning it still has infinite potential. As technology continues to improve, VoIP will improve along with it. For example, Unified Communications opens a world of options to users and is only going to get better.

In conclusion, understanding these 5 pieces of VoIP technology gives us a greater appreciation of the value of VoIP. To read more, visit VoIP Primer – Five Technology Basics SMBs Need To Understand.

 
forgotten-voip-tools-header

5 Forgotten VoIP Tools

Written by Laura Espinosa on . Posted in gloCOM, gloCOM GO, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

voip tools

VoIP gives us so many features and benefits that it is easy to forget some and miss out. VoIP News reminded us of five great features that are too often forgotten.

1. Calling is not limited to the desk phone

Unlike in the past, making calls no longer means sitting at a desk with a telephone in your hand. VoIP allows users to call with soft phones on any kind of device – computers, mobile phones, tablets, etc. For example, gloCOM is a business soft phone for desktop or mobile.

2. Voicemail is flexible

Similar to calling, voicemail is no longer bound to a desk phone. With VoIP, you can access voicemail from any device or even via email. Whether as an audio file or a transcript, your voicemail could be delivered to your inbox along with all your other messages.

3. Transferring is easy

Transferring calls within a VoIP system is as easy as the click of a button. Ever called one number only to be given another number to write down, verify, and then hang up and call? VoIP makes transfers to other branches, remote locations, or even mobile phones possible.

4. Surveillance and security can be incorporated

VoIP and Unified Communications can even incorporate your office security system. Rather this means checking your surveillance cameras right from your soft phone or opening a locked entrance for a visitor, VoIP has you covered.

5. Fax can be VoIP too

Finally, users too often forget that VoIP can include more than just calling. Fax over VoIP (FoIP) functions much like calling and gives you all the same benefits. Fax to email eliminates the need for a fax machine altogether.

If you’d like these features, check out gloCOM, our business soft phone that offers many of these and more!

voip-productivity-header

4 Reasons Employees are More Productive with VoIP

Written by Laura Espinosa on . Posted in gloCOM, Softphone, Unified Communications, VoIP, VoIP Phone System, VoIP Software

voip productivity

Among the many benefits of VoIP for business is increased productivity. Below are just a few ways that your employees can be more productive with VoIP.

1. Unified communications

VoIP is the first step to unified communications, which streamlines user activities for improved more productivity. Applications like gloCOM bring everything together in one simple interface so users can communicate quickly and efficiently.

2. Better call routing

Another benefit of VoIP is the ability to route calls efficiently for less wasted time. Callers can be automatically routed to the right person, bypassing transfers and holds that use valuable time. Employees that are working on something else can avoid interruption.

3. Lower costs

The fact that VoIP is less expensive than legacy encourages users to make more calls, even long-distance. If employees can just pick up the phone rather than writing out an email or waiting for a schedule meeting, they will get work done more more quickly.

4. Less stress

As a result of all of the above, VoIP users are less stressed. As any supervisor knows, happy employees are productive employees. A less stressful work environment allows for maximum collaboration and productivity.

If you want more productivity in your company, contact us today!

voip-decentralization-header

5 Ways Hosted VoIP Supports Decentralization

Written by Laura Espinosa on . Posted in Cloud Services, gloCOM, Hosted PBX, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

hosted voip

Most businesses want to grow. In today’s global market an important part of growth is geographical expansion.

This type of growth has not always been easy or even possible, especially for SMBs with a tighter budget. Legacy telephony would have required a new, expensive phone system for each new office or location.

But Hosted VoIP has made geographic growth possible for even the smallest budgets. Ziff Davis came up with five ways that hosted VoIP supports decentralization:

1. Hosted VoIP offers the ability to work from home.

While working from home was previously undesirable to employers and detrimental to collaboration, cloud VoIP makes it an ideal situation. Modern VoIP tools like gloCOM make it so that home workers perform as if they were in the office, or maybe even better. Clients will not know the difference and coworkers or supervisors can be in constant, real-time collaboration.

2. Hosted VoIP makes growth more cost-effective.

With hosted VoIP, telecoms can add new locations without investing in a new telephony system for them. With as little a local Internet connection, offices across the world can connect to the central hosted VoIP system and function immediately. This makes growth less of an economic risk.

3. Hosted VoIP is flexible.

Along those same lines, growth with a hosted VoIP system is more flexible. The low economic risk means lesser consequence in case of slow or no growth. With SIP trunking, it easy to scale up or down and use only as much of the system as needed. For example, during peak times it would be easy to add temporary extensions that would later be removed.

4. Hosted VoIP gives you peace of mind.

Another benefit of hosted VoIP and decentralization is continuity. With on-premise systems, disaster recovery is up to the company. But with hosted VoIP, the system is in a remote data center and mirrored and different locations. In case of natural or other disasters, service should continue uninterrupted in all locations.

5. Hosted VoIP necessitates less IT.

Finally, hosted VoIP takes the burden of IT maintenance and support off the company. The provider can do as little or as much as needed. This is particularly useful for companies with multiple locations and home workers that do not want to hire IT staff all over the world.

If you are a telecom that wants to grow, hosted VoIP may be the right option for you. Sign up for a FREE account to learn more today.

crm-integration-header

Why You Should Integrate VoIP With CRM

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications, VoIP

Are you already implementing a VoIP solution with your CRM? If not, you should be! Two separate, but indispensable tools, VoIP and CRM complement and accentuate each other to the benefit of your business.

The right VoIP solution would enable click-to-call within your CRM, embed call records into your contacts, and even automate follow-ups or replies. This will save you time and prevent any potential customers from slipping through the cracks.

gloCOM is plug-and-play ready for integration via RESTAPI with Salesforce, Sugar CRM, Bullhorn, Zendesk & ZOHO while using SOAP for MS Dynamic and plugin and MAPI for Microsoft Outlook, and Microsoft Exchange. It can be integrated with any CRM system via a custom solution. Learn more about how to integrate with gloCOM here:

wiki.bicomsystems.com/HowTo_gloCOM_integration_with_SugarCRM

Are you ready to organize your contacts, calling, and reporting into one interface? Sign up for a free account to get more information today!

voip-collaboration-header

3 Ways VoIP Promotes Collaboration

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications, VoIP

Collaboration: a new but popular buzzword in the world of telephony. Not only about productivity, collaboration also positively affects team morale, company loyalty, and customer service.

It is easy to see why so many companies are interested in a telephony solution that supports collaboration.

VoIP promotes collaboration in several ways. We’ll start the list with three points:

1. Mobility – To start, VoIP frees users from their desk phone. By remaining connected at home, on the road, or even across the world, employees can be in constant communication with one another. This allows constant and consistent collaboration that is not disrupted when out of the office.

2. Conferencing – VoIP offers a variety of conferencing options. From spur-of-the-moment conference calls to video conferencing, coworkers can quickly and easily communicate. This extends beyond voice too. Applications like gloCOM offer screen sharing and file sharing that instantly connect users regardless of locations.

3. Integration – Finally, VoIP integrates all of your communications applications. Streamlined access to your CRM, contacts, or any other application makes it easier and quicker to collaborate without losing time in the process.

What would you add to the list? What does collaboration look like in your office?

glocom-go-header

3 Reasons Why gloCOM Mobile Is Worth Waiting For

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications

Are you anxiously awaiting gloCOM Mobile? You’re not alone! “When will gloCOM for mobile be ready?” is one of our most common questions – from customers and employees alike.

Our engineering team is working around the clock to have gloCOM mobile ready for you as soon as possible. In the meantime, below are just a few of the features to look forward to.

1. gloCOM mobile will automatically sync with your desktop gloCOM or IP Telephone to ensure constant connectivity, regardless of location. Calls, voicemail, and even chat will be available across your devices in real-time.

2. All of the features you have come to love on your desktop will be available in the palm of your hand. From conferences to messaging to presence, gloCOM mobile will have you covered.

3. Call quality will be outstanding. Whether in your car, a busy airport, or across the globe, gloCOM mobile will allow you to communicate as if you were in the office. And if call quality is ever any less than satisfactory, a ‘Call Back’ option will give you time to find a better connection.

Getting excited? So are we! Sign up for an account now and receive an email when gloCOM mobile is released.

voip-systems-header

4 Ways You Should Be Using Your VoIP System

Written by Laura Espinosa on . Posted in gloCOM, Unified Communications, VoIP

business softphone

Companies that switch to VoIP typically see positive changes immediately. From savings to employee productivity, users are rewarded fairly quickly after migrating to VoIP.

But most companies fail to take full advantage of their VoIP system even after several months. We’ll give you a jump start with these four things you should be doing with VoIP:

1. CRM Integration
gloCOM is plug-and-play ready for integration via RESTAPI with Salesforce, Sugar CRM, Bullhorn, Zendesk & ZOHO while using SOAP for MS Dynamic and plugin and MAPI for Microsoft Outlook, and Microsoft Exchange. It can be integrated with any CRM system via a custom solution. Integrating your VoIP system with your CRM will save time and stress by organizing contacts, calling, and reporting into one interface.

2. Remote Meetings
Do you have multiple offices? Employees that work from home? Travel often? With VoIP distance does not matter. Users across the world can be brought together in a video or voice conference. gloCOM supports drag-and-drop conferencing calling to ensure that no time is lost due to physical distance.

3. Do Not Disturb
We all know what it feels like to be focused on an important task only to be interrupted – maybe multiple times – by incoming calls. gloCOM addresses this problem with a Do Not Disturb option. When users are busy with something important they can send calls straight to voicemail or redirect them to another line. This means finishing that important task more quickly and getting back to business.

4. Mobility
gloCOM is mobile in more way than one. To start, gloCOM brings calls to your desktop computer or laptop, so you are not tied to a physical telephone. Calls can also be forwarded to your mobile device or another telephone (such as a home phone). And best of all, gloCOM Mobile for iOS and Android is coming out soon, placing your entire VoIP solution right in the palm of your hand.

So what are you waiting for? Start employing these features and reaping the benefits of VoIP now!

premise-hosted-hybrid-header

VoIP: On-Premise vs Hosted (Cloud) vs Hybrid

Written by Laura Espinosa on . Posted in Cloud Services, Hosted PBX, Phone Systems, Telephone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers, VoIP Software

voip

In our previous post we listed 5 reasons to migrate to VoIP. If you have made the decision to switch to VoIP, the next step is choosing between an on-premise, hosted, or hybrid solution.

Here’s the difference between the three:

On-Premise VoIP is a good option for larger companies that want more control over their telephony solution. While some companies will benefit from managing their system in-house, smaller companies may not have enough staff or budget for this option. On-Premise VoIP involves a large up-front investment, but then the system belongs to the company.

Hosted (Cloud) VoIP is the opposite of on-premise. The system is owned and managed by a Service Provider company that rents it on a monthly basis. This is a better option for smaller companies that do not have a large up-front budget or a large IT staff. Cloud VoIP is less expensive in the beginning, but may be more expensive in the long run due to monthly payments.

Hybrid VoIP is a combination of the above two options. A typical hybrid VoIP solution would mean a hosted system run on a premise server and hardware. This brings in the best of both worlds and is an attractive option to growing companies that have some money to invest but do not want to purchase and manage an entire system.

Which option is right for your company? We recommend you do research a variety of solutions and Service Providers to find the best match for your company.

Get started on the Bicom Systems products page or sign-up for a FREE Account Manager to guide you in the transition to VoIP.

migrate-to-voip-header

5 Reasons to Migrate to VoIP from Ziff Davis & 1 From Us

Written by Laura Espinosa on . Posted in gloCOM, IP Telephony, Phone Company, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

voip

While sticking with a legacy system may seem like the easiest option, there is a plethora of reasons to migrate to VoIP. Ziff Davis brings us 5 of those reasons that we summarize below.

  1. Cost

    What is the primary motive for most business decisions? Cost! From cutting costs to increasing revenue, the budget is central to an SMB’s agenda. Thus it is the first reason to migrate to VoIP. Check out a few VoIP options and crunch the numbers. We guarantee that VoIP will end up costing you less in the long run.

  1. Employee Behavior

    Take a look around your office – are employees using their desk phones? looking at their computer screens? on a mobile device? Employee behavior is changing and the desk phone is losing its place as the center of any office. Modern business is done not only via voice, but also through email, instant messaging, and even video. VoIP integrates voice with all of these new technologies.

  1. Productivity

    Along those same lines, the ability to integrate VoIP with a wide range of other communication methods means increased productivity. A desk phone limits employees to communicate only when at their desk, and only when the other person is free. A comprehensive VoIP solution opens the door to employee collaboration through a variety of channels. Features such as presence give the real-time status of users, saving time spent looking for coworkers.

  1. Voice is Data

    Employees and usage aside, VoIP is a better option because it runs over the data network. A legacy system runs on a dedicated voice network, forcing companies to have two networks. This means paying two networks, maintaining two networks, plugging in two networks, etc. It is much simpler to run all of your voice and communication applications over one data network. 

  1. The Industry

    The final reason to switch to VoIP is simply keeping up with the industry. Not only users are migrating to VoIP, vendors as well are shifting from legacy solutions to VoIP. It will not be long until legacy support is difficult to find. Now is the time to take the leap – stay ahead of the industry, not behind it.

  1. It’s going to happen anyway

    Depending on where you are in the world, the TDM networks may have already switched off, or will next year. Find out before you’re found out.

Whether you are ready to sign up now or still not convinced, we recommend taking a look at gloCOM. A business softphone that simplifies and enhances communication, gloCOM embodies the essence of VoIP and Unified Communications. gloCOM empowers business users to communicate and work better in modern workplaces. Among other things, gloCOM can

  • Simplify and enhance business communications

  • Save time and money spent on communications

  • Encourage collaboration and productivity

Visit our gloCOM page to learn more!

phone-certification-header

Yealink T2X Compatibility

Written by Laura Espinosa on . Posted in IP Phone, Phone Systems, Press Releases, Unified Communications, VoIP, Yealink

Bicom Systems is pleased to announce that the new Yealink T2X telephones are fully compatible with our system.

We now support the T2X telephones in all of the ways that older telephones are supported. This includes auto-provisioning.

The new telephones can now be found in the PBXware GUI as new UADs.

Supported telephones are: T21P, T21P E2, T23G, T27P, T29G, and T19 coming soon!

Please contact us with any questions at support@bicomsystems.com