• What is an outbound dialer?
• How does an outbound dialer work?
• Types of outbound dialers
• Choosing the right type of outbound dialer
• Pros and cons of outbound dialers
• Who uses outbound dialing?
• Top 3 providers for outbound dialers
• What now?

What is an outbound dialer?

An outbound dialer is advanced technology designed to improve the productivity of call agents. It transforms the traditional, manual process of dialing into an automated one, allowing agents to concentrate more on customer interactions, engagement, and conversion.

How does an outbound dialer work?

Outbound dialers automate the process of making phone calls, integrating key functions to improve call operations:

• Uploading a list of contacts: Users import contact lists from sources such as CRM databases or spreadsheets into the dialer system. This step organizes and targets the appropriate audience for each call campaign.
• Scheduling calls: The system enables users to set specific times for calls, with options to adjust based on time zones, customer availability, or agent schedules. This ensures calls are made at optimal times.
• Providing live transcriptions and summaries: Many dialers use AI to generate real-time transcriptions of calls, converting spoken words into text for immediate review. Summaries, often derived from these transcriptions, highlight key points or actions from each call.
• CRM system integration: Outbound options integrate with CRM systems, allowing for smooth data flow. This ensures agents have up-to-date customer information, making calls more informed and personalized.

Together, these features improve the effectiveness of call campaigns, enhancing both agent productivity and customer experience.

Types of outbound dialers

Preview dialers:

• Function: Preview dialers allow agents to view contact details before making a call, facilitating calls that require a personalized touch based on the customer’s background or previous interactions.
• Use case example: A healthcare provider uses a preview dialer to review patient histories before outreach calls. This allows for more informed discussions about health plans or appointment scheduling.
• Best for: Useful for campaigns that require a personalized touch. Agents can view comprehensive customer information before the call, allowing for a more informed and individualized communication approach.

Power dialers:

• Function: Power dialers automatically connect agents to the next contact once they complete a call, reducing waiting time. Ideal for campaigns requiring a continuous flow of calls.
• Use case example: In an insurance company, a sales team uses a power dialer to contact potential customers. Once an agent finishes a call, the dialer immediately connects them to another lead, increasing customer outreach and potential sales.
• Best for: Favored in contexts where customer experience and conversion are crucial. These dialers automatically connect agents to the next call, facilitating more time for meaningful customer interactions.

Progressive dialers:

• Function: Progressive dialers are similar to power dialers but offer a brief pause between calls, allowing agents to prepare for the next interaction.
• Use case example: A customer service team in an e-commerce firm uses a progressive dialer for handling queries and complaints. The dialer ensures agents have a short period to review upcoming customer information, leading to more prepared and effective interactions and thus improving customer satisfaction.
• Best for: These are ideal for high call volume environments where reducing agent idle time is essential. They are effective in situations where quick and frequent customer connectivity outweighs the need for personalized calls.

Agentless dialers:

• Function: These outbound auto dialers use IVR systems for automated messaging or informational campaigns, eliminating the need for direct agent involvement.
• Use case example: An event management company uses an agentless dialer to send automated reminders about event dates and times to attendees, ensuring widespread message delivery without manual calling.
• Best for: Best for mass notification campaigns or when direct agent interaction isn’t required. Utilizing IVR systems, these outbound dialers automate calls for broad information dissemination, such as alerts or general announcements, without needing direct agent input.

Choosing the right type of outbound dialer

Selecting the suitable outbound dialer is based on your business’s specific requirements and the nature of your call activities:

1. Analyze call volume and type: Assess the volume and nature of calls in your call center. Predictive dialers might suit high-volume centers, while centers focused on detailed customer interactions could benefit from preview or progressive dialers.
2. Consider your team’s workflow: Evaluate how your team operates. Progressive dialers, offering breaks between calls, might be ideal for preparation, whereas power dialers could suit continuous call requirements.
3. Evaluate technical compatibility: Check that the dialer integrates well with your existing systems, such as CRM software, ensuring smooth operation.
4. Understand your business goals: Align the dialer with your business objectives. If customer engagement is a priority, consider dialers that allow for personalized interactions.
5. Budget considerations: Look at the costs of different dialers in relation to their potential returns. Advanced systems might have higher initial costs but could offer more benefits in the long run.
6. Compliance and legal requirements: Make sure the dialer meets industry regulations and legal standards, particularly if you operate in multiple regions.
7. Trial and feedback: If possible, test the dialer before full implementation and gather feedback from agents on its usability and effectiveness.

Pros and cons of outbound dialers

1. Improved agent productivity: Automation of dialing tasks allows agents to concentrate on customer interactions.1. Call drop risks: Automated outbound dialing can lead to an increased number of abandoned calls, especially with predictive dialers.

Outbound dialers bring a balance of pros and cons. They improve agent productivity, simplify campaign management, and offer better customer data management, leading to increased satisfaction and scalability. However, they also pose challenges. Businesses must carefully evaluate these factors against their specific needs and objectives to determine if an outbound dialer aligns with their operational strategy and growth plans.

Who uses outbound dialing?

• Sales teams: For generating leads and reaching out to customers.
• Customer service centers: For efficient customer support and service.
• Debt collection agencies: To improve the collection process.
• Healthcare and nonprofit organizations: For patient engagement and reaching out to donors.

Top 3 providers for outbound dialers

MightyCall

MightyCall offers a rich list of features for call centers, small, and mid-sized businesses. It combines SIP technology with modern telephony, including high-quality voice calls, scalable voice channels, and strong security measures. It’s straightforward to set up and has excellent customer support, suitable for call centers transitioning to trunking.

Pros:

• User-friendly interface with regular updates.
• Advanced security protocols.
• High-quality voice calls.

Cons:

• Less appropriate for very large organizations.
• Limited customization for intricate setups.

Price:

• Core Plan: $15 user/mo, billed annually, 3-user minimum
• Pro Plan: $20 user/mo, billed annually 3-user minimum
• Enterprise Plan: Custom pricing, 10-user minimum

Best for: Call centers and small to medium-sized businesses looking for a straightforward software with good pricing plans.

Features:

• Call analytics and monitoring.
• Roles and permissions settings.
• Multi-level IVR.
• Direct inward dialing.
• Options for disaster recovery.

Location: Primarily serves the USA and Canada, also suitable for businesses with international operations.

AutoReach

AutoReach is an outbound dialer software recognized for its intuitive interface and rapid deployment. It’s ideal for businesses needing a quick setup for their call operations, accessible for teams with various skill levels.

Pros:

• Intuitive interface.
• Rapid deployment.
• Suitable for various team skill levels.

Cons:

• Requires an integration with a different VoIP service.
• May lack features for larger enterprises.
• Limited integration with non-standard CRM systems.

Price: Customizable and is calculated on an individual basis.
Best for: Small to medium-sized teams seeking an outbound auto dialer software.

Features:

• Simple management for outbound calls.
• Call scheduling and management.
• Basic call performance analytics.

Location: Focuses on North America but suitable for businesses in various regions needing outbound call dialing.

Dialpad

Dialpad is known for its integration with AutoReach and advanced AI transcription features. It’s a solution for businesses integrating their outbound dialing systems with AI for more productive customer interactions.

Pros:

• Integration with AutoReach.
• Advanced AI for call transcription and analysis.
• Call management tools.

Cons:

• Higher cost than simpler systems.
• Potential learning curve for AI features.

Price:

• Standard Plan: $15 user/mo, billed annually
• Pro Plan: $25 user/mo, billed annually
• Enterprise Plan: Custom pricing

Best for: Mid-sized to larger businesses or call centers needing integrated AI tools for enhanced customer interaction.

Features:

• AI-based call transcriptions.
• Detailed analytics and reporting.
• Integration with CRM and business tools.

Location: Strong presence in North America, also suitable for international businesses needing advanced AI in communication.

What now?

Integrating an outbound call dialer is a significant move for businesses aiming to improve their call operations. MightyCall suggests carefully assessing your specific business requirements, the volume of calls managed, and the training level of your agents when selecting an outbound dialer. The right choice depends on understanding your call dynamics, the abilities of your team, and matching these with the functionalities of different dialer types. By taking into account these essential aspects, businesses can choose a dialer that not only meets their immediate operational needs but also supports future growth, ensuring visible results and success in customer communication efforts.

The post Understanding the Outbound Dialer: A Guide first appeared on MightyCall.

• What is cold calling;
• What is cold calling software?;
• The role of cold calling software in modern sales;
• The evolution of cold calling techniques;
• Essential features of cold calling software for sales success;
• Best cold calling software;
• Implementing cold calling app: an example;
• Tips for using a software for cold calling;
• Addressing common sales challenges with a cold calling software;
• Should you invest in cold calling systems?

What is cold calling?

Cold calling is a process during which the sales team reaches out to potential clients. During this contact, the agents introduce new clients to their products or services. It is a very important process for any business, since without new clients the company will soon cease to exist.

What is cold calling software?

Cold calling software is a specialized digital tool that facilitates making cold calls. It is designed for sales teams to make effective outbound calls to potential clients. This technology automates and organizes the calling process, offering features such as automated dialing, call scheduling, lead management, and detailed performance analytics. It’s increasingly vital for sales teams aiming to maximize their cold calling efforts and amplify conversion rates.

The role of cold calling software in modern sales

Cold calling software service uses innovative algorithms to simplify the dialing process, significantly reducing manual effort and error likelihood. It intelligently schedules calls at opportune times, increasing the probability of successful connections with potential clients.

Its integration with customer relationship management (CRM) systems makes it a powerful tool for managing leads and conducting timely follow-up activities.

The evolution of cold calling techniques

• Initial reliance on manual methods: Originally, sales strategies depended heavily on manual calling tools and meticulous record-keeping.
• Influence of technological advancements: Broader technological advancements have significantly changed the progression of cold-calling techniques.
• Introduction of cold calling software: The advent of such software transformed these strategies into more data-focused and strategic operations.
• Shift to digital methods: A shift to digital methods facilitated improved targeting, efficient follow-up procedures, and enhanced conversion strategies.

Essential features of cold calling software for sales success

• CRM integration: Expand the functionality of your software by integrating with your favorite Customer Relationship Management services. The integration with CRM systems is pivotal for sales teams. This integration provides an overview of customer interactions, enabling sales representatives to better understand and respond to customer needs and histories. Cold calling with CRM ensures every call is informed by a thorough customer profile, leading to more successful sales conversations.

• Toll-free and local numbers: Offering both local and toll-free numbers provides options for customers. Local numbers are easier for customers to trust, creating a sense of community presence, while toll-free numbers encourage more calls by removing cost concerns for the caller, potentially increasing inbound lead volume.
• SMS: This feature allows sales and calls management teams to continue conversations with text messages after cold calls. It can send reminders, promotional material, or quick responses, maintaining engagement post-call.
• Caller ID: Displaying the company name instead of a number on the caller ID helps build brand recognition and trust. It increases the chance of calls being answered as recipients can immediately identify the business, making the cold calling process more effective.
• Call log: A detailed call log as a part of your cold call app tracks the history and outcome of each interaction, providing valuable data for refining cold calling strategies. It helps monitor follow-up tasks, ensuring no potential lead is overlooked.

• Voicemail: Voicemail functionality ensures that when calls are unanswered, potential customers can still leave messages. This captures leads that might otherwise be lost and allows the sales team to gather information for well-prepared follow-up calls.

• Call routing: Effective call routing directs calls to the appropriate agent or department based on predefined criteria. This automated cold calling software feature ensures prospects speak with the most qualified person, streamlining the call handling process and improving the customer experience and success likelihood.

Best cold calling software

Before learning how to set up cold calling software, consider choosing suitable or, for some teams with a smaller budget, the cheapest cold calling software. This involves taking a careful look at factors such as ease of use, scalability, integration options, and customer support. Here are the top 10 cold calling software providers for you to choose from:

1. MightyCall

MightyCall offers an impressive suite of features designed for call management. Integrating with CRM systems and offering a user-friendly interface, it caters to a wide range of business needs. Its affordability and versatility make it attractive for various business sizes.

Main features:

• Smart call routing

• Customizable IVR
• Real-time analytics
• Live call monitoring
• CRM integration

Pros:

• Affordable
• Suitable for businesses of all sizes
• User-friendly
• Effective call management
• Versatile functions

Cons:

• Mostly caters to small and medium-sized call centers rather than large enterprises
• Uses CRM for full cold calling functionality
• Lacks built-in fax services
• May require you to use their demo to understand all the features

Best for:

Small to large call centers

2. Gong

Gong excels in conversational intelligence, offering deep analysis of customer interactions. Integrating across customer touchpoints and employing AI for data analysis, Gong is a cold calling software for sales that offers valuable insights the business strategy improvement.

Main features:

• Conversational intelligence
• AI-driven analysis
• Cross-platform integration
• Detailed interaction analysis
• Customizable dashboards

Pros:

• Advanced AI
• Supports over 70 languages
• Insightful sales data
• Comprehensive interaction tracking
• Thorough data analysis

Cons:

• Higher pricing
• Complexity for smaller teams
• Base price plus subscription
• Advanced features only in higher plans

Best for:

Mid-sized to large call centers

3. VanillaSoft

VanillaSoft caters to teams managing high lead volumes, offering lead scoring and intuitive dashboards. Designed for outbound calling efficiency, it provides features that amplify the effectiveness of sales campaigns.

Main features:

• Custom lead scoring
• Progressive and preview dialing
• Specific industry solutions
• Built-in CRM
• Intuitive dashboards

Pros:

• Manages large lead volumes
• Intuitive interface
• Auto-dialing
• Combined CRM and calling
• Industry customization

Cons:

• Higher initial price
• Basic platform focused on lead management
• Add-ons for advanced features
• The SMS tool only goes back 7 days

Best for:

Mid-sized to large call centers

4. Aircall

Aircall is a сloud-based phone system that integrates well with CRM systems, automating workflows and logging calls efficiently. It aims to increase the productivity of sales teams through a more efficient and data-focused call process.

Main features:

• Automated workflows
• Power dialing
• Sales analytics
• CRM integration
• Unlimited US and Canada calls

Pros:

• Efficient call handling
• Simplifies logging
• Thorough analytics
• Suitable for small to medium teams
• Unlimited calling in select areas

Cons:

• Minimum user requirement
• No built-in CRM features
• No support on the weekends
• Limited international call options

Best for:

Small to mid-sized call centers

5. RingCentral

RingCentral, a key player in communications software, offers Engage Voice for outbound sales and service, providing customizable call options and scripts for different campaign needs.

Main features:

• Multiple call types
• Custom call scripts
• Broad integration options
• Campaign customization
• Reliable cloud infrastructure

Pros:

• Established brand in communications
• Customization for varied lead types
• Extensive features
• Global operation support
• Strong API for integration

Cons:

• Slow customer support response times
• No support for Linux
• Better for larger businesses
• Limited IVR options outside of the Unlimited plan

Best for:

Large enterprises

6. Klenty

Klenty stands out for its multi-mode calling experience, offering a cold calling system with click-to-call dialing. It speeds up call activities, allowing for more prospect contacts per day, and integrates call recording and automatic note-taking.

Main features:

• Parallel dialer
• Power dialer
• Click-to-call
• AI-based note-taking
• Call recording

Pros:

• Accelerates call activities
• Multiple dialing modes
• Integrates with CRM
• Automates note-taking
• Personalized voicemail drop

Cons:

• Learning curve for new users
• Higher pricing for advanced plans
• Overcomplicated design according to its users
• Requires integration for full functionality

Best for:

Small to mid-sized enterprises

7. Myphoner

Myphoner assists sales professionals in tracking and organizing leads, creating intelligent queues for optimal contact timing. It also deduplicates contacts to prevent spamming and integrates with CRM for up-to-date customer profiles.

Main features:

• Lead tracking
• Intelligent queues
• Contact deduplication
• CRM integration
• Advanced call analytics

Pros:

• Organizes leads
• Avoids contact duplication
• Integrates with CRM
• Affordable pricing
• Provides thorough call analytics

Cons:

• Limited features in basic plan
• Advanced features at higher cost
• Lacks inbound call handling in starter plan
• May require CRM for full functionality

Best for:

Small enterprises

8. Toky

Toky is a cloud-based software for cold calling known for its easy integration, making it a perfect choice for small teams or solo agents. It offers features such as call-forwarding and a power dialer, making the calling process more straightforward. Grouping agents in a smart way improves team productivity.

Main features:

• Call-forwarding
• Power dialer
• Smart agent grouping
• Integration options
• Real-time call monitoring

Pros:

• Works with popular business tools
• Ideal for small teams
• Simplified call handling
• Accessible on different devices
• Smart agent grouping for call efficiency

Cons:

• Add-ons are priced separately
• Limited advanced features in the starter plan
• If the outbound call is unanswered, it does not get recorded
• Basic plan missing some key features

Best for:

Small enterprises

9. HubSpot Sales Hub

HubSpot Sales Hub provides a unified solution for sales teams, integrating with HubSpot’s CRM. It’s known for its desktop dialing and automatic CRM call logging, making the sales process more straightforward and improving lead management.

Main features:

• Desktop dialing
• Automatic CRM call logging
• Conversational intelligence
• Multi-channel prospecting
• Sales outreach integration

Pros:

• Works with HubSpot CRM
• Simplifies lead tracking
• Multi-channel outreach
• Advanced conversational intelligence
• Wide range of functionality for sales teams

Cons:

• No voicemail drop
• Higher price for advanced packages
• Limited customization in lower-tier plans, no dark mode
• Needs HubSpot CRM for full integration

Best for:

Mid-sized to large enterprises

10. Close

Close provides a CRM solution for cold calling and multi-channel prospecting. With built-in global calling features and text messaging, it’s a complete solution for sales teams, making their prospecting more effective.

Main features:

• Built-in global calling
• Text messaging
• Call forwarding
• CRM integration
• Multi-channel prospecting

Pros:

• Complete CRM solution
• Global outreach support
• Text messaging for better communication
• User-friendly interface
• Wide range of prospecting tools

Cons:

• Higher price for premium plans
• Limited scalability
• May need extra tools for full use
• A few interface complaints from users

Best for:

Mid-sized to large enterprises

Implementing cold calling app: an example

Before implementation

ABC Tech, a mid-sized software company, uses traditional cold calling methods. Their sales team manually dials potential clients from a long list, with no lead prioritization. Call tracking involves spreadsheets, leading to errors and missed follow-up opportunities. High call volumes cause team burnout and low morale. Without caller ID, many calls go unanswered, as potential clients often do not recognize the incoming number.

Main steps for the software implementation

To effectively integrate a cold calling app into your sales strategy, consider these steps:

• Evaluate: Assess the specific needs and goals of your sales team.
• Choose: Select the best cold calling software that aligns with your business objectives and sales processes.
• Educate: Provide training to ensure your team can use all tools and features effectively.
• Combine: Merge the software into your existing sales workflow for a unified approach.
• Review: Regularly assess the software’s impact on sales outcomes and adjust as needed.

After implementing cold calling software for IT sales

1. Automated dialing and lead prioritization: ABC Tech’s sales team now uses the automated dialing feature, which prioritizes leads based on their potential for conversion. This results in more focused calling efforts on high-value prospects.
2. Improved caller recognition with caller ID: The software’s caller ID feature shows ABC Tech’s name on clients’ screens, increasing the rate of answered calls as recipients recognize the business.
3. Effective lead management with call logs: The software automatically records all call details, eliminating the need for manual entry. By dialing with a software for cold calling, the records get automatically stored. This provides the team with a reliable history of interactions, ensuring comprehensive follow-up tracking.
4. SMS integration for continued engagement: Following initial calls, the team uses SMS integration to send additional messages, maintaining engagement and providing further information to potential clients.
5. Organized call handling with call routing: Calls are now directed to the most suitable team member, ensuring prospects communicate with the right person initially. This has improved interaction quality and the likelihood of successful conversions.
6. Improved morale and productivity: The organized approach reduces the workload on sales representatives, preventing burnout and improving morale. The team now handles calls more productively, leading to improved performance and increased job satisfaction.

With the adoption of cold call software, ABC Tech transformed its sales approach from a manual, error-prone process to a more strategic and organized operation, leading to increased lead conversion rates, better customer engagement, and enhanced team morale.

Tips for using a software for cold calling:

Use predictive analysis and future trends

Use the data from your sales calling software in predictive analysis. Analyze past call data to forecast optimal call times, the probability of lead conversion, and potential customer lifetime value. These predictive features have the potential to redefine the success of cold calling strategies.

Navigate legal and ethical considerations in cold calling

Navigating legal and ethical considerations in cold calling, especially regarding privacy and unsolicited calls, is crucial. Cold or sales call software includes features that help businesses comply with regulations like GDPR or the Telephone Consumer Protection Act (TCPA) in the United States. These features comprise:

• Automatic management of Do Not Call (DNC) lists.
• Time-zone-sensitive calling to avoid unsociable hours.

You can also consider the following:

• Transparent Caller Identification: Ensuring that the caller’s identity and purpose of the call are clearly stated at the beginning of each conversation to maintain transparency.
• Sensitive to Customer Feedback: Being responsive to the tone and feedback of the customer during the call and ready to adjust the approach or terminate the call if it’s causing discomfort. Listening to your customer should be one of the best cold calling tools for the success of your company.
• Respect for Opt-out Requests: Honoring any request from a prospect to opt out of future calls and updating the database accordingly to avoid any future inconvenience.
• Data Privacy Compliance: Adhering strictly to data protection laws by securely handling and storing customer data and only using it for the intended purpose of the call.
• Regular Training on Ethical Practices: Providing ongoing training for sales staff on ethical calling practices and changes in regulations to ensure compliance and maintain high standards of professionalism. It especially concerns teams who will be using software for cold calling.

Foster a positive customer experience via cold calling

Positive customer experience is a significant advantage of cold calling. Sales call software contributes to this by:

• Ensuring prompt follow-up calls, demonstrating the company’s commitment to the prospect’s interest.
• Allowing immediate resolution of customer queries or concerns, improving customer satisfaction and brand perception.

Train your team to become pros at cold calling software

Effective use of any software is contingent on proper training and development. Sales teams require training in both the technical aspects of the software, especially if using CRM for cold calling, and in communication skills that utilize the software’s functions. This training encompasses:

• Role-playing sessions to simulate various calling scenarios.
• Workshops focused on integrating call insights into broader sales strategies.

Addressing common sales challenges with a cold calling software

The right cold calling software for sales addresses most communication challenges faced by call center teams:

• Reducing time on unproductive calls: Automates dialing and repetitive tasks, allowing sales representatives more time for meaningful conversations.
• Improving lead management: Integrates with CRM tools to track every interaction with a prospect, enhancing the lead nurturing process.
• Adaptable features for diverse sales teams: its features make it a perfect software to record daily contacts for cold calling and cater to different sales environments, from small businesses to large enterprises.

Should you invest in cold calling systems?

Cold calling software is not just an automation tool for sales calls; it’s a solution that empowers sales teams to operate with greater strategic insight and effectiveness. Embracing this technology enables businesses to improve their immediate sales results and establish a foundation for sustained growth and success in the competitive sales and marketing world.

The post Cold Calling Software: Transforming Sales Outreach With Apps in Today’s Market first appeared on MightyCall.

• What is a call center?;
• What is an answering service?;
• Key differences between answering services and call center services;
• How can MightyCall help?;
• Which businesses are call centers or answering services suitable for and why?;
• Is there anything in common between answering services and call center services?;
• To outsource or keep in house – that is the question!;
• Which one is right for you?;
• Right service for your business is a key.

What is a call center?

Broadly speaking, a call center is a business which employs live agents to answer calls. Sometimes they take complaints, pass on messages, and solve clients’ problems. Call center services often have a high call volume and may operate day and/or night.

What is an answering service?

Answering services, on the other hand, are more specialized, in that the agents working are more intimately familiar with a specific industry or even a specific company. An answering service for a bank will have agents who are trained to understand the complexities of banking (to the degree of the questions which may be asked).

Key differences between answering services and call center services

If the difference between answering services and call center services is still hazy, don’t worry: in this section, we’ll help make it crystal clear by going into the details, as some differences are crucial.

Tasks

You standard call center will:

• Take product orders for purchase
• Oftentimes simply receive information/orders (though may at times help with complaints)
• Provide information to their own clients (a company) in bulk
• Answer questions
• Take bill payments

Meanwhile, a phone answering service will usually do the following:

• Create a more personal relationship with a customer, focusing on their specific needs
• Address particular customer issues
• Answer questions like hours, or current sales
• Direct customer to person in office if it’s during business hours

Essentially, a call center usually gets through as many calls as they can, whereas an answering service tries to take on the “voice” of the company it is representing (or may just be more informed about the company) to address customer issues.

Call duration

Another key point in the call center vs answering services comparison is call duration. Call center services have lots of callers coming in – but they are also often less trained in particular companies or industries. As a result, they may not be able to answer questions more quickly (they use scripts, which we’ll get to below). As a result, call duration is often on the longer side, sometimes upwards of 10-15 minutes.

On the other hand, answering service agents are trained in specific industries and are expected to be the voice of a company – meaning fast and effective service is key. As a result, calls to a telephone answering service are rather quick, with times lasting less than a minute or upwards of a minute and a half.

Scripting

The differences between a phone answering service and a call center, when it comes to scripting, are immense – because one uses them and one does not.

Call center services often use very detailed scripts in order to provide answers. Agents there are not specially trained, so they cannot give off the cuff answers. Depending on what a customer call is about or what a customer needs, the agent will go to a specific script which they can then use to provide sometimes generalized answers.

Answering service provides answers without a script. That’s because agents there are trained in the industry and oftentimes with the specific company; they know the details (such as hours) without needing a script to read off of.

Call routing

Do answering services or call centers both partake in call routing (sending the call to someone else)? Not usually.

A call center is designed to answer – via the aforementioned scripting – a customer’s question or take complaints. Imagine them like a separate “bubble” from a company; they’ll only pierce the bubble (send the caller elsewhere) if they have exhausted all of their resources (like scripts) and cannot provide an answer.

But a phone answering service does route calls, sometimes frequently, if need be; they’re essentially supposed to be an extension of the company itself and as a result can help get callers to where they need to be.

Data collection

Between answering services vs call centers, here we have our first similarity. Both have to collect basic data from you – who you are, why you are calling, your phone number (which they’ll likely have since you’re calling them).

However, call centers may collect a fair deal more than their answering service colleagues, because they may need to spend more time with the caller in order to get the correct scripts to properly address the reason for the call.

Topics addressed

Remember, it helps to think of phone answering services as extensions of the company. So when it comes to answering services vs call center services, both will address pretty much anything that the company might have to address, and their agents will be trained to do so. If you run a medical operation, your answering provider may address emergency after-hours calls.

But call center services operate differently. These do the things that you might not want to hire someone on your day-to-day staff to do (take specific complaints, for example), and will spend more time addressing specific/detailed complaints.

Automation

Because call centers take so many calls and have to sometimes spend a decent amount of time with each, they frequently use automation, like auto attendants, to make the process quicker: it can get callers to agents who may have specific scripts, for example, or it can direct callers to agents with less to do.

But answering agents do not use it as much, because they are frequently a catch-all, being trained extensively in what a company does and what its patients require. Automation can still factor in though – for example, after-hours a caller may be asked whether or not they want to leave a message or speak to an after-hours agent.

Hold time

When it comes to answering services vs. call center services, which option has the longer call response time? Well, hold time varies of course, and neither desires longer hold times. But with the massive volume of calls that call centers frequently have to deal with, they often have to put callers on hold while they address other callers or while they try to get a resolution to a caller’s query. But answering live services oftentimes do not put people on hold, and try to answer calls extremely quickly.

Cost

Answering services or call centers have to be paid for by the companies employing them, but the costs can vary widely between what you are requiring of the service (for example, do you want 24/7 service or do you only want to cover specific days).

Call centers are generally cheaper, because their service is more generalized and requires less expertise. Answering services tend to be a bit pricier, because they are more trained to be attuned to specific company needs.

How can MightyCall help?

Both phone answering services and call centers have benefits – and MightyCall can help you regardless of which you opt to choose to work with your business. How? Here’s how:

• Call routing, but smarter: MightyCall’s smart routing system allows you to get customers connected as fast as possible, without needless waiting.
• Virtual receptionist: The old days of a robotic auto attendant are over. Make your virtual receptionist yours – record your own voice and change the content easily, whenever you need to.
• Quicker voicemail: With automatic voicemail transcripts, your agents can quickly read through voicemail instead of having to listen to what are sometimes tediously long messages.
• Call notes: Have a customer who needs help multiple times, or is a longer-term project? You can leave notes on each call to ensure that no agents are kept out of the loop.
• Call waiting: This feature allows you to juggle multiple calls more easily; while you can put one on hold, you can also choose to forward it to someone who is available to talk, decreasing hold times.

Which businesses are call centers or answering services suitable for and why?

Answering services and call center services can prove advantageous for enterprises. But which is best for you?

Businesses best for call center services

• Loan services: Agents can help answer a variety of questions on repayment plans, extensions, and qualifications
• Insurance agencies: Does someone need to file a claim but does not know how? Do they want to appeal a decision? Agents can help answer questions about these subjects.
• Banks: Agents can help answer questions relating to credit card debt, service terms, and other banking-related questions.
• Large retailers: Agents can help process returns or online orders.
• Delivery services: Agents can help find packages or answer other questions.

Businesses best for telephone answering services

• Smaller healthcare networks: Do you operate a series of smaller private clinics which want to put a more personal face forward to customers?
• Hotels: With hotels, the emphasis is on a friendly face representing the company – and when it comes to call center services vs answering services, the latter generally takes the cake there.
• Local chain restaurants: A local chain restaurant will be large enough that they could use extra help – but small enough to require a personal touch.
• Law firms: Law firms can be smaller, but have people who may need quick answers or direction and can require a personal face.

Is there anything in common between answering services and call center services?

When it comes to picking between a call center or answering service, it’s important to remember that there are some similarities:

• Both deal in customer satisfaction: While they may go about it differently, both desire to leave customers ultimately happy at the end of the day
• Both (kind of) use a script: While call center services and answering services do not often use literal scripts, they still have general information they can give (if someone asks for new store hours, they will not say it a different way each time)
• Both can work nights: Both provide companies a way to answer their customer’s questions even when they may be closed

To outsource or keep in house – that is the question!

When should you decide to actuall outsource a call center or answering service, and when should you keep those services in-house instead?

For the former, you should probably use call center outsourcing if you have grown so big that you simply cannot answer all incoming calls which take up your employees’ time, or you have grown big enough that having a personal touch is not really one of your concerns. Some businesses prefer BPO call centers, which strictly handle business processing claims (like onboarding and payroll).

For the phone answering service, you could start outsourcing it if you have recently grown bigger but were known for a personal touch (like being a doctor’s office which just expanded to a second office) and still wish to keep that feeling up with your customers/the general public.

However, some businesses will opt to keep phone communications with clients in-house for various reasons. They may simply not trust external companies with important customer data. They may not be large enough to warrant those services. Or they may want full and total control over their contact with customers.

Which one is right for you?

So how do you decide between call centers versus answering services? Which one is right for your business? It’s best to keep these in mind:

• How many clients you have: Businesses with huge amounts of clients may have to trend more toward call centers, if they need a lot of questions answered at once.
• How many services do you provide: Whether you cover a lot of different topics – like a bank might – or you stay in one particular lane can influence your decision.
• Whether or not you value a personal touch: Depending on which type of service you pick, one will seem like they are an employee of yours. The other will simply answer questions.
• What type of phone calls you receive: Your decision may be impacted depending on whether your business is constantly flooded with complex calls which take a long time to answer, or if they are rather straightforward and answerable within a minute.
• What your customers expect: You may or may not want to provide a personal touch – but what do your customers want? For some types of businesses, customers want to get off the phone as fast as possible. For others, they may want personal attention.

Right service for your business is a key

When it comes to call center services and answering services, both can provide great boons to your business and can help you address customer queries. But one or the other may be better for you. If you follow along with the guidelines we set here and understand the distinctions between a phone answering service and a call center, you’ll be sure to pick the best one for your business.

The post Answering Services vs. Call Center Services: Understanding the Differences first appeared on MightyCall.

• What is call management?
• What is a call management system?
• How do call management systems work?
• The history of call management systems
• Benefits of call management software
• Issues phone call management systems resolve
• How MightyCall can help with phone call management?
• Choosing the right call management system
• Implementing call management software in your business
• Why get a call management system

What is call management?

Call management is a process that involves the methods and tools used to manage incoming and outgoing calls in a business environment. It’s about routing calls to the right department or individual and using call data to improve customer interactions and business communication strategies. This process is key to enhancing customer service and optimizing resource use, ensuring callers receive quick and effective responses.

What is a call management system?

A call management system is a technological solution designed to handle incoming and outgoing telephone calls in an organized manner. It is an advanced framework that goes beyond traditional phone systems, integrating a variety of features such as call routing, Interactive Voice Response (IVR), call queuing, call recording, and detailed analytics.

These systems are engineered to manage large volumes of calls, optimize communication processes, and improve the overall customer experience. By automating and optimizing various aspects of telephone communication, call management softwares are essential in modern business environments where timely and effective communication is key to success.

How do call management systems work?

Call management systems utilize advanced technology to route and analyze phone communications in businesses. They direct incoming calls based on criteria such as the time of day or caller input on an IVR system and manage outgoing calls. These systems often use VoIP technology for more flexible and feature-rich communication.

The history of call management systems

The development of digital business call management reflects significant progress in telecommunications and information technology. In the early stages, telephone operators manually managed calls. The emergence of Private Branch Exchange (PBX) systems marked an improvement, allowing businesses to manage calls more productively within their establishments. Later advancements, like voicemail and call forwarding, added more automation to the process.

However, the landscape of communications underwent a major shift with the advent of digital technology and the internet. This shift led to Voice over Internet Protocol (VoIP) and sophisticated calls management software capable of handling intricate tasks such as multi-level IVR, real-time analytics, and CRM integration. Presently, these systems are integral platforms for enhancing customer interaction, providing insightful data, and contributing to business success. The progression from manual operations to advanced digital solutions mirrors the rapid technological evolution and the evolving needs of businesses over time.

Benefits of call management software

The advantages of using call management systems and software are significant:

• Functional call handling: One of the primary answers to what is a call management app, is the quick and effective routing of calls. This system ensures that calls are directed to the appropriate person or department, reducing wait times and improving response rates. By minimizing the time callers spend on hold, businesses can handle a higher volume of calls, improving overall productivity.
• Valuable data insights: Business call management systems provide invaluable analytics that offer strategic insights into call patterns. This data includes call volumes, peak call times, call durations, and caller demographics. By analyzing this information, businesses can make informed decisions about staffing, training, and operational adjustments. These insights also help in identifying trends and customer preferences, allowing for more targeted marketing strategies.
• Improved customer satisfaction: Professional call handling directly contributes to enhanced customer satisfaction. Features such as IVR (Interactive Voice Response) systems provide a professional greeting to callers, while routing ensures they are quickly connected to the right resource. This not only saves time for the customer but also creates a more positive interaction with your business.
• Internal process efficiency: Automation of routine tasks is another significant benefit. Call management service automates processes such as call distribution, queue management, and even certain aspects of customer service. This automation frees up staff to focus on more complex tasks and interactions, thereby optimizing the use of human resources. It also reduces the likelihood of human error, leading to more consistent and reliable customer service.

Issues phone call management systems resolve

• Overworked staff: Automation of routine tasks, such as call distribution and automated responses, alleviates the workload on staff. This allows them to focus on more important and complex tasks, improving overall productivity.
• Inefficient call routing: These systems enhance call flow by ensuring calls are directed to the appropriate personnel or department. Productive call routing reduces the time and resources spent on transferring and managing misdirected calls.
• Lack of call data insights: Management for calls provides valuable analytics on call volumes, durations, and outcomes. This data is essential for effective resource planning and understanding customer behavior and needs.
• Poor customer service experience: Features such as Interactive Voice Response (IVR) and call queuing improve the customer experience by providing timely responses and proper guidance, reducing caller frustration.
• High operational costs: Organized management of phone calls and reduced need for extensive staff intervention significantly lower operational costs.
• Challenges in scaling operations: As businesses grow, caller solution management programs will easily scale to manage increased call volumes, avoiding the need for substantial additional investments in infrastructure.
• Disparate business systems: Integration capabilities with other tools, like CRM software, mean call management services can enhance overall productivity by creating a unified platform for customer interactions and data management.
• Business continuity issues: Features such as cloud-based hosting ensure that communication systems remain operational even in the event of local disruptions, supporting business continuity.

How MightyCall can help with phone call management?

• Smart call routing: This feature effectively directs calls to the appropriate person or department, ensuring a steady communication flow within the organization.
• Customizable IVR: MightyCall’s Interactive Voice Response system can be adjusted to create a unique and personalized service and call management, guiding callers through menu options to the right destination.
• Real-time analytics: Provides immediate insights into call activities, enabling businesses to make informed decisions based on current data trends.
• Live call monitoring: This feature enhances agent performance by allowing supervisors to manage calls and monitor them in real time, ensuring quality and consistency in customer interactions.
• Call whisper: Supervisors can join ongoing calls to provide direct customer assistance or offer guidance to agents during a call without the customer being aware.
• Call recording and listening: Essential for training and explaining what is call management to the staff. Enhancing quality assurance, these features allow for the review of calls and provide opportunities for feedback and improvement.
• Agent and supervisor workspaces: Designed to give agents and supervisors the tools and information they need. The agent workspace consolidates issue-related details, while the supervisor workspace offers key metrics for performance analysis.
• Integration and automation: MightyCall integrates with popular business tools such as HubSpot, Salesforce, Zoho, and Zapier, enhancing workflow and data management.
• User extensions and role-based permissions: MightyCall allows customization of user roles and permissions, alongside providing individual extensions for a functional calls management and forwarding.
• Conference calling: Facilitates group discussions, allowing multiple parties to participate in a call, crucial for team collaboration and decision-making.

Choosing the right call management system

MightyCall

Best for: MightyCall is great for call centers needing a versatile call management system for small business, mid-sized business, and enterprises, especially those requiring CRM integration and affordable international calling options.

Functionality:

• No-code call flow designer: Allows easy creation of call flows.
• Automatic Call Distribution (ACD): Manages large call volumes.
• Simultaneous ring and Call forwarding: Avoids missed calls.
• Multi-level IVR: Sophisticated voice menu system.
• Queue callback: Reduces caller wait times.
• Call queues and Ring groups: Effective call organization.
• Transfer options: Facilitates easy call transfers.
• Three-way calling: For multi-party discussions.

Pros:

• Versatile call management: Extensive routing options.
• Detailed analytics and monitoring: For performance evaluation.
• CRM integration: Connects with tools like HubSpot.
• User-friendly interface: Easy to use.
• Customizable auto attendant and IVR: Adapts to business needs.

Cons:

• No fax services.
• Possible initial training required.

Dialpad

Best for: Dialpad suits businesses needing a basic VoIP solution with the flexibility to add features.

Functionality:

• Basic VoIP calling and texting.
• Optional fax services.
• Customizable standard auto attendant.

Pros:

• Simple interface.
• Option to add services.
• Suitable for basic VoIP needs.

Cons:

• Additional costs for extra features.
• No integrated CRM.
• Higher international call rates.

RingCentral

Best for: RingCentral is ideal for businesses looking for a versatile, all-in-one cloud communications solution.

Functionality:

• Comprehensive VoIP services include calling, texting, and video conferencing.
• Advanced features like call recording and call analytics.
• Integrated team messaging and collaboration tools.

Pros:

• Extensive feature set catering to a wide range of communication needs.
• Highly scalable, suitable for both small businesses and large enterprises.
• Robust integration options with other business applications.

Cons:

• Can be more expensive compared to other providers.
• The wide range of features might be overwhelming for smaller teams.
• Setup and customization can be complex, requiring more time to implement.

Grasshopper

Best for: Grasshopper is made for small businesses and entrepreneurs needing a straightforward and easy-to-use virtual phone system.

Functionality:

• Basic VoIP features include call forwarding, voicemail, and texting.
• Customizable greetings and extensions.
• Mobile and desktop apps for on-the-go business communications.

Pros:

• User-friendly interface, ideal for smaller teams or solo entrepreneurs.
• No additional hardware needed, as it operates on existing devices.
• Affordable pricing with straightforward plans.

Cons:

• Limited advanced features compared to larger VoIP providers.
• Not suitable for businesses with complex telecommunication needs.
• Lacks comprehensive integration with CRM and other business tools.

8×8

Best for: 8×8 caters to businesses requiring a caller solutions management system with an integrated cloud communications platform.

Functionality:

• Unified communications including voice, video, chat, and contact center solutions.
• Global reach with support for international numbers and extensive language options.
• Advanced features like analytics, call quality reporting, and team messaging.

Pros:

• Offers a suite of features for global business communications.
• Strong focus on security and compliance standards.
• Versatile and customizable for different business sizes and sectors.

Cons:

• Pricing can be higher, especially for more comprehensive plans.
• Initial setup and configuration may require technical expertise.
• Some users report occasional issues with software reliability and call quality.

Implementing call management software in your business

1. Assess: Determine communication needs.
2. Select: Pick the right system.
3. Train: Educate your team.
4. Integrate: Combine with business tools.
5. Monitor: Regularly review system performance.

Why get a call management system

Opting for a call management solution is crucial for businesses focused on optimizing their communication processes. These systems simplify the management of both inbound and outbound calls, ensuring effective communication with customers. They also offer essential analytics, aiding in informed decision-making to enhance customer interaction. Key features of phone call management softwares such as MightyCall can include smart call routing, customizable IVR, and real-time monitoring to improve operational efficiency.

The post Call Management Systems: Understanding the Vital Software for Your Business Phone Calls first appeared on MightyCall.

What is a SIP trunk? Do you need it? What are its operational mechanics and the benefits it brings to the table? Whether you’re transitioning from traditional phone systems or looking to improve your existing VoIP setup, understanding SIP lines as an option is crucial.

Join us as we explore how this technology can improve functionality, scalability, and budgeting in your business communication strategies.

What is SIP trunking?

SIP trunking is a method of delivering telephone and other communication services over the internet using the Session Initiation Protocol (SIP). It replaces traditional analog phone lines, connecting the private branch exchange (PBX) to the internet.

In essence, SIP trunking allows for the transmission of voice calls and other forms of multimedia communication, including video and text, over an IP network. It offers businesses a functional and affordable way to scale their communication capabilities without the need for physical hardware or phone lines.

How does SIP trunking work?

Connection to IP network

Trunking begins by connecting a company’s Private Branch Exchange (PBX) system to the internet using the SIP. This protocol is crucial for transferring communication data over the internet, linking traditional telephony systems with digital communication.

Voice and data conversion

Once the connection is established, voice signals are converted into digital data packets for transmission over the IP network. This protocol plays a vital role in this conversion process, managing the digital pathways needed for internet-based voice calls.

Handling multiple channels

A significant feature of SIP trunk is its ability to handle multiple voice channels through a single trunk. This means multiple calls can be conducted concurrently, making clear the advantage of the system over traditional phone lines.

Dynamic call routing

With some providers, how SIP trunking works is by dynamically routing calls to and from the PBX system. This involves determining the best path for each call based on pre-defined rules, such as caller ID or dialed number, ensuring effective call handling.

Session management and termination

Trunking manages the entire lifecycle of each call session. This includes establishing the call, maintaining the connection during the conversation, and then properly terminating the session once the call is completed.

Monitoring and managing bandwidth

An essential part of trunking involves monitoring and managing the bandwidth usage. This ensures optimal call quality and prevents network congestion, especially during peak hours or high call volumes, maintaining consistent communication quality. Through these steps, trunking successfully transforms traditional phone systems into more scalable and versatile communication networks, suitable for the modern digital business environment.

What is required for SIP trunking?

Once you have decided to use SIP trunking, you will want to get a few things ready:

• A reliable internet connection with adequate bandwidth of at least 110 Kbps, the faster, the better for telephony.
• SIP and VoIP-compatible PBX system.
• Compatible handsets or headsets if used, or a regular device that connects to the internet and has an input and output for audio.
• A VoIP gateway for businesses using legacy equipment.
• A SIP trunk platform to establish and manage the service.

What is SIP trunking used for?

SIP trunking defines a significant leap in business telecom, replacing traditional PRI lines with a more functional affordable solution. It enables the simultaneous transmission of multiple voice calls over a single connection, optimizing communication capacity. This technology not only reduces the need for physical phone lines but also cuts operational costs by leveraging existing IP networks. Its scalable nature suits businesses experiencing growth or varying call volumes.

Additionally, this calling format supports diverse multimedia services, expanding upon communication capabilities. This flexible and scalable solution is ideal for modernizing business communication infrastructures, offering a blend of functionality, cost savings, and advanced features.

How can MightyCall help with SIP trunks?

MightyCall takes a thorough approach to trunking, offering solutions for dynamic business needs:

• Simple integration: Integrates with your existing systems, ensuring a smooth transition.
• Customizable call routing: Create your call flow with smart routing options, adapting to customer patterns and business hours.

• Enhanced features: Enjoy advanced telephony functions like call forwarding, voicemail, conferencing, and call monitoring.
• Reliable & secure: Benefit from security and consistent call quality, ensuring uninterrupted communication circuit.
• Personalized support: Get a personal demo-session and contact support 7 days a week ensuring your Session Initiation Protocol trunking setup aligns perfectly with your business strategy.

SIP trunking vs. PRI

While PRI trunking has been a reliable choice for traditional voice communication, switching to SIP trunking offers greater cost savings, scalability, and technological integration. Its advantages in global connectivity and eco-friendliness make it a more versatile and future-proof solution for modern businesses.

What is the difference between VoIP and SIP trunk?

SIP or VoIP? VoIP (Voice over Internet Protocol) and Session Initiation Protocol (SIP) trunking are often mentioned together in the context of modern telephony, but they serve different functions.

VoIP is a broad technology category that describes the method of transmitting voice calls over the internet instead of traditional phone lines. It encompasses a wide range of internet-based communication services, including voice calls.

The function of SIP trunks, on the other hand, lies in a specific method used to enable VoIP technology. It acts as a virtual version of a traditional phone line, using the SIP standard to facilitate the connection of a private branch exchange (PBX) to the internet. This technology with the right operator allows for the transmission of voice, video, and other forms of multimedia communication over the internet. In essence, while VoIP refers to the general concept of internet-based communication, SIP trunk service allows businesses to connect their existing phone systems to a VoIP network.

Benefits of SIP trunking

Direct Inward Dialing (DID)

SIP trunk phone systems enable Direct Inward Dialing, allowing businesses to assign unique phone numbers to individual employees or departments without requiring multiple physical phone lines.

Enhanced network utilization

It optimizes network utilization by allowing the transmission of voice and data over the same connection, reducing the need for separate networks and improving overall communication.

Dynamic bandwidth allocation

SIP trunking systems dynamically allocate bandwidth based on need, ensuring optimal use of available resources for both voice and data transmission.

Multi-site integration

Facilitates the integration of communication systems across multiple business locations, creating a unified network that simplifies internal and external communications.

High compatibility with legacy systems

SIP protocol can be integrated with existing legacy telephony systems, providing an affordable way to upgrade communication capabilities without a complete infrastructure overhaul.

Regulatory compliance support

Many SIP trunking services offer features that help businesses comply with industry regulations, such as call recording and secure data handling, which are essential in certain sectors.

KPI tracking

SIP trunking improves key performance indicators for businesses by providing detailed call analytics, aiding in monitoring, and enhancing crucial metrics such as call handling time and customer satisfaction.

Reduced carbon emissions with virtual meetings

Supporting high-quality voice and video conferencing, trunking encourages virtual meetings, reducing travel-related carbon emissions, and supporting sustainable business practices. This approach also lessens dependence on physical hardware and paper-based systems.

Are there any disadvantages?

Dependence on internet quality

SIP line performance heavily relies on internet quality; poor connectivity can lead to communication issues.

Security concerns

Without proper security measures, SIP trunks can be vulnerable to cyber threats like hacking and eavesdropping.

Technical expertise

Implementing and managing SIP channels may require more technical expertise compared to traditional phone systems.

Complexity in configuration

Configuring trunks can be complex, especially in systems with multiple lines and varied features, requiring detailed setup and ongoing maintenance, which can be resolved with the help of a provider.

Compatibility Iisues

Some older or traditional telephony systems may not be fully compatible with the SIP trunking technology, requiring additional investment in compatible hardware or software solutions.

The evolution of SIP trunking

SIP channels, now a fundamental part of modern communication strategies, have undergone significant transformation since its inception.

Early development

In the late 1990s, the SIP was developed with a vision to revolutionize how multimedia sessions, including voice, video, and messaging, were initiated, modified, and terminated. This period marked the foundation of trunking, laying the groundwork for a new era in communication. It aimed to transcend the limitations of traditional telephony, offering more flexibility and integration capabilities.

Broad adoption

The early 2000s marked a turning point for trunking. Businesses began to recognize its potential as a more affordable and versatile alternative to conventional PRI (Primary Rate Interface) lines of the landlines. This period saw an increasing number of companies adopting trunking to leverage its benefits, including reduced costs, greater scalability, and improved efficiency in managing voice and data.

Technological advancements

The 2010s were pivotal for trunking, driven by rapid advancements in internet technology and the widespread adoption of VoIP (Voice over Internet Protocol). These developments significantly enhanced the reliability and feature set of trunking, enabling better call quality, strong security measures, and integration with various digital communication platforms. This era also witnessed the expansion of SIP into more sophisticated areas, such as unified communications, which further solidified its position in the market.

Current trends

Today, SIP trunking is an integral component of business communication strategies. It offers a perfect blend of great pricing, scalability, and advanced communication capabilities, addressing the diverse needs of modern businesses. The current landscape sees trunking not just as a voice communication tool but as a useful solution simplifying multimedia communication, collaboration, and customer engagement. Its adaptability and compatibility with emerging technologies suggest a promising future, positioning trunking as a vital technology in the evolving digital world.

What to consider while choosing SIP trunking service

Service quality and reliability

Examine the SIP provider’s track record for service quality and reliability. Look for high uptime guarantees and Service Level Agreements (SLAs) that ensure consistent performance. Check for redundancy features that can keep your service running in case of network failures.

Quality of Service (QoS) Settings

Quality of Service is essential for prioritizing voice traffic over other network uses to maintain call clarity and prevent delays or drops in your business phone system. Ensure the provider can offer superior QoS to support high-quality voice calls even during peak traffic periods.

Scalability and flexibility

Your chosen provider should offer scalability that aligns with your business’s growth. Look for services that enable you to easily add or reduce capacity, depending on your evolving needs, without incurring significant additional costs or technical challenges.

Security and compliance

Evaluate the security measures in place, including data encryption and protection against fraud and hacking. Additionally, the service should comply with industry regulations, such as HIPAA for healthcare or GDPR for European data.

Compatibility with existing infrastructure

Ensure the SIP trunking architecture is compatible with your existing telephony systems and equipment. This includes checking for any necessary upgrades or adjustments to your current setup, like PBX or VoIP gateways.

Pricing structure and cost-efficiency

Compare pricing models among different providers. Look for transparent billing without hidden fees. Consider the total cost of ownership, including setup, maintenance, and potential upgrade costs. A service should offer competitive rates and clear, straightforward billing practices.

Customer support and service

Effective customer support is vital. A reliable provider should offer accessible support, including technical assistance, customer service, and troubleshooting capabilities. Check for 24/7 support options, especially if your business operates across different time zones.

Network infrastructure

Assess the provider’s network infrastructure, for international or local phones, depending on your needs. A strong and widespread network can ensure better call quality and reliability. Enquire about the geographical locations of their data centers and their ability to handle high call volumes.

Trial period and testing

A trial period allows you to evaluate the service’s performance in real-world conditions. Opt for providers who offer a no-obligation trial period, giving you the chance to test call quality, reliability, and customer support.

What are the best features to look for in a SIP trunking service

When selecting a SIP trunking provider, certain features stand out as essential for effective business communication. Here’s a list of features to consider:

• Call log: Maintaining a detailed log of all inbound and outbound calls is essential for tracking and analysis purposes, helping businesses monitor call activities and identify trends, especially when dealing with multiple trunks and a large call volume.
• SMS and MMS capabilities: Look for SIP phone services that enable engagement with customers through text, including SMS and MMS, allowing for a broader range of communication, including text, images, and videos.
• Call waiting: Ensures that incoming calls are attended to even when the line is busy, allowing businesses to manage multiple calls without missing important connections.
• Call flow designer: A call flow designer feature allows for the customization of call handling processes. It provides a visual interface to design and implement call routing paths, IVR menus, and specific instructions based on time, date, caller ID, and other variables. This tool is essential for businesses looking to set up their phone system to manage large call volumes.
• Automatic call distribution: This feature intelligently routes incoming calls to the appropriate department or agent based on predefined criteria, freeing the valuable time of operators and decreasing the response time.
• Call Management Tools: Advanced call management features such as call routing, IVR (Interactive Voice Response), call queues, and call transfer (both warm and cold) are vital for call handling.
• Call analytics and monitoring: Features such as live call monitoring, call recording, and real-time analytics are essential for managing call center performance and improving customer service.
• Integration with business tools: Integration capabilities with popular business tools like Salesforce, HubSpot, Zoho, WhatApp Business, and Zapier can significantly enhance workflow success.
• User and team management: Look for services offering user and team management features, including user extensions, roles & permissions, and agent workspace options.
• Advanced call features: Additional features like voicemail to email and text, custom greetings, and call notes can greatly upgrade the overall functionality and user experience of the service.

Starting with the SIP trunk service

Starting to implement SIP trunks is a strategic move towards advanced business communication. Here’s a guide to help you navigate the process, structured in two parts: what to consider before implementation and steps to follow afterwards.

Pre-implementation considerations:

Evaluate network capacity:

• Ensure your current internet bandwidth can support SIP traffic.
• Check the stretch of your network infrastructure for compatibility.

Assess equipment compatibility:

• Verify if existing PBX or phone systems are SIP-enabled or if a VoIP gateway is required.
• Consider upgrading hardware to upgrade your voice transmission quality.

Select your SIP trunk provider:

• Research providers based on reliability, cost, features, and customer support.
• Prefer providers who offer a trial period for the initial assessment.

Post-selection setup and configuration:

Configure the PBX system:

• Set up your PBX for connectivity using the details provided by your service provider.

Establish call management settings:

• Implement call routing, IVR, and call queue structures based on business needs.
• Activate essential features like voicemail, call forwarding, and recording.

Test for errors:

• Test for call quality, feature functionality, and system reliability.
• Train staff on the new system and its features.

Ongoing monitoring and adjustments:

• Regularly review system performance and usage statistics.
• Maintain communication with your SIP provider for any necessary adjustments or updates.

Making the most of SIP trunking

Trunking is a strong solution for modern businesses, blending good pricing, scalability, and advanced technological integration. Its ability to adapt to diverse communication needs while ensuring high-quality, reliable service makes so popular in today’s digital landscape. Embracing SIP trunk means stepping into a realm of strong connectivity and successful operations, made for the demands of your business.

MightyCall improves this experience by offering customized solutions that align with your specific business requirements. With our commitment and continuous support, we ensure that your journey into calling is both pleasant and simple, driving your business towards new heights of communication.

The post SIP Trunks Explained: Meaning, How it Works, Benefits & More first appeared on MightyCall.

Here we will give a communication channel definition and provide examples so that you can find the best option for your business.

• What is a communication channel?;
• What communication channels are used for?;
• Types of communications channels;
• Communication channels examples;
• Why are communication channels important?;
• How can using the wrong communication channels cause harm?;
• How to choose the best communication channel for your business;
• Optimal number of communication channels;
• How to effectively implement communication channels into your processes;
• Best communication tools for your business needs;
• The right communication channels can empower your team.

What is a communication channel?

A communication channel is a way through which individuals can deliver a required message to others, ask and answer any question, or share some information. Business communications go through many different means – be it phones, personal conversations, or otherwise – all of which are some communication channel examples (though we will get into specifics further down).

A lot of the time, successful communication depends upon the correct channel. The selection of which is likely dependent upon an understanding of social cues, cultural and otherwise.

What communication channels are used for?

Different communication channels of course have different means of use. Some are required for less serious situations, whereas others, particularly business channels, are required for more serious or professional circumstances.

• 1v1 communication: Sometimes two individuals (a boss and an employee, an employee and a client) have to speak one on one. The reasons can vary, but this can also limit the best channels for a given situation.
• HR announcements: Sometimes, Human Resources may have a new announcement. Depending on what it is – for a positive, a new benefit, and for a negative, a firing – the situation may demand a different communication channel.
• Customer concerns: Does a customer have a question about your product, or a service you provide? Picking the right information channels applies here as well.
• Confidential information: Is there something secret you need to share with someone, or something that’s only on a need-to-know basis? Choosing the correct communication channel in business when it comes to info like this can be critical.

Types of communications channels

While these things are not hard science, there are generally three ways to view communication channel types. Some may quarrel with certain designations, but sociologists have generally organized them by formality, by participants, and by means of communication.

By formality

For starters, channels can be designated by formality, or the seriousness, of the content.

Formal

Formal communication, when used correctly, can be one of the prime options for workplace collaboration. In fact, it should be. Here, important official statements are made, like layoffs, new company directions, or even fun announcements like company team building activities.

Informal

Informal channels can still be effective. They can be for small things, like organizing group outings, or they can be for work-related issues, like some tweaks that need to be made.

Unofficial

Finally, unofficial communications channels are things that have no relation to work whatsoever, like when two employees are discussing things which have nothing to do with work, whilst they are outside of it.

By who is participating

Channels of communication can also be split by who is part of the discussion (or at least, by who is supposed to be part of it). The difference between these two channels is key for success, so it is vital that you understand what separates the two of them.

Internal

Internal channels of business communication are used for confidential company information, or the aforementioned team buildings; essentially, it’s for stuff that those outside the group simply do not need to know about.

External

This communication channel in an organization is for when you have certain things which, on the other hand, must be sent outside of the organization to people like clients, those who sell your products, those who invest, or otherwise. Mixing these channels up can cause you problems (which we will discuss below).

By means of communication

Finally, channels can also be organized by the way the communication occurs. The modern era has unlocked tons of new ways of communication – but that of course does not mean that the old ways, like face to face or written communication channels, are no longer useful.

Digital communication

Here, communication can include email or voice calls. It can also be for pretty much anything – serious communications or fun communications can be useful here.

Face-to-face communication

This is one of the top options for the most serious discussions. Things like firings or promotions usually fall into this category. However, it can also be used as an unofficial communication channel, like asking someone for lunch.

Written communication

Written communication is similar to digital in that it can encompass a wide range of categories – and there is debate as to whether or not email would also fall into this category – from contracts to simple small messages to alerts.

Communication channels examples

1. Phone calls

Phone calls have been a mainstay example of communication channels since they first were popularized over a century ago, and they have not massively gone down in popularity when it comes to businesses.

Pros & Cons

Best for

Companies which need to make multiple successful communications in a day

Suitable for

Formal	Informal	Unofficial	Internal	External

2. Email

Email is ubiquitous in the modern world and may be the most popular digital communication channel. It is everywhere and can be used for everything. You can use it for professional, important information, and can use it for “Hey who wants to eat at 12?”

Pros & Cons

Best for

Companies who need to frequently communicate with large amounts of clients

Suitable for

Formal	Informal	Unofficial	Internal	External

3. Video conferences

This is one of the top communication channels that is worth mentioning. While 30 years ago the technology was too new to be used reliably – Skype only came around in 2003 – it is now everywhere and has become one of the main forms of communication internally, especially when it comes to businesses with work from home.

Pros & Cons

Best for

Companies who want a personal touch in the communication process

Suitable for

Formal	Informal	Unofficial	Internal (when work from home)	Internal (when work in office)	External

4. Chatbots

This communication channel may have a bad name amongst some folks, but generally speaking, chatbots could be said to be akin to negative political television ads: people may say they do not like them, but they work. They are a great way of communicating with a massive amount of people without having to have a single “real” person on the receiving line.

Pros & Cons

Best for

Companies who want a personal touch in the communication process

Suitable for

Formal	Informal	Unofficial	Internal	External

5. Live chats

The difference between chatbots and live chats is essentially the difference between AI and a live responder: one tries to answer based on previous learned knowledge, and the other is a human. Here, someone is actually communicating with the individuals who are asking questions; as a result, these have grown in popularity.

Pros & Cons

Best for

This communications channel is for companies who have clients who may have questions regarding personal information that they would not feel comfortable inputting into a chatbot

Suitable for

Formal	Informal	Unofficial	Internal	External

6. Face-to-face

As the saying goes, there’s no school like old school. Speaking face-to-face is the oldest communication channel, and it’s still vitally important today. It can be used across a wide array of channels, and fits all sorts of situations.

Promoting someone? Usually face-to-face. Ran into a coworker and want to ask them to grab lunch? Face-to-face.

Pros & Cons

Best for

Companies desiring a personal touch

Suitable for

Formal	Informal	Unofficial	Internal	External

7. Newsletters (Email)

Email newsletters can be a very helpful written communication channel because you can quickly get out lots of information – new store hours, competition winners, sales – to lots of individuals. People are also used to them – newsletters have been (as will be discussed later) going out for decades.

Pros & Cons

Best for

Low-budget businesses

Suitable for

Formal	Informal	Unofficial	Internal	External

8. Newsletters (Mail)

This communication channel, on the other hand, is the original version of the newsletters we all have come to love (or at least come to know). These are the letters, or sometimes catalog-type parcels, you would get alerting you to all the things that email newsletters now tell you about. These help you become aware of things in a more personal way.

Pros & Cons

Best for

Medium or large-sized businesses like grocery stores

Suitable for

Formal	Informal	Unofficial	Internal	External

9. Social media account page

Social media is a modern communication channel, and it is also exceedingly popular. Brands, by having accounts which are on the same “level” as ordinary people, can interact with customers – by sharing memes and funny images, they can seem hip and get noticed if a post goes viral.

Pros & Cons

Best for

Any business, from those just getting started to established ones (it’s free, after all)

Suitable for

Formal	Informal	Unofficial	Internal	External

10. Radio advertisements

People may think the radio is an “old-fashioned” communication channel, but it’s not – a Pew poll found that 8 out of 10 Americans 12 or older listen to the radio at least some time in a given week. That is a HUGE amount of people – and if you are ignoring the possibilities present in radio advertising, it’s an untapped goldmine.

Pros & Cons

Best for

Business well established in a given region

Suitable for

Formal	Informal	Unofficial	Internal	External

11. Podcasts

Podcasts are a communication channel that have taken the world by storm. Tons of people have podcasts – and so do companies, which is why it’s made its way onto our list of communication channels.

It’s an incredibly effective means of communication: you control the entire medium (it’s effectively your own “radio show”) and can say whatever you’d like without risk of someone else interfering. Plus, how you make it can shape your public perception of your business. If you make it fun to listen to, you’ll seem fun. Seriously? You’ll seem serious.

Pros & Cons

Best for

Pretty much this channel of communication suits any business, but solopreneurs should know that making a podcast consistently can eat your time.

Suitable for

Formal	Informal	Unofficial	Internal	External

12. Text messages

Everyone texts. Seniors text. Kids text. Students text. Texting is rapidly becoming one of the mainstays of communications. It’s easy, quick, and requires little effort on the part of all involved. So why wouldn’t businesses start using texting as a communication channel?

Pros & Cons

Best for

Business with a large list of client data

Suitable for

Formal	Informal	Unofficial	Internal	External

Why are communication channels important?

Correctly choosing communication channels is incredibly important, as it can make or break a successful communications push. Here are some of the ways you can benefit if you manage to pick them correctly:

• Make sure those that need to be informed are informed: If you pick a method the people who need to hear your message use, they are more likely to hear it
• Get information out on an even basis: Make sure to pick an effective communication channel which does not leave anyone out – or anything to chance
• Make people feel part of the conversation: If you pick a channel which is a two-way street, people will feel more heard and part of the discussion
• Build relationships with clients: If you pick the wrong channels, you can appear annoying. But if you pick the best channels of communication, you can ensure that you get closer than ever with clients.

How can using the wrong communication channels cause harm?

• You can seem overbearing: In 2003, a poll found that 70% of email users found spam annoying – and you can bet those numbers have not dropped in the last 20 years.
• You can reach the wrong people: Trying to reach specific loyal customers but putting physical newsletters in the mailboxes of everyone in a given area? You’re just wasting your time.
• You can seem inappropriate: If you’re trying to deliver bad news – a mortgage being declined, a job offer being rescinded – it can seem unprofessional or even rude to use certain communication channels.
• You can waste your money: Some ad campaigns can be really expensive. But if you target them wrongly, you can be basically throwing that money down the drain.

How to choose the best communication channel for your business

When choosing the best communication channels channels, be sure to keep what we call the “Five Figures” in mind:

1. Figure out what you want to say

Are you trying to establish channels of communication in the workplace? Is this an internal channel, or an external channel? Start off knowing that aspect before moving on.

2. Figure out who will be on the giving end

If you are setting up a channel that your employees (or you) are going to have to run, make sure that it is something they’re comfortable with. Some channels, like social media, can require you to deal with really nasty people all day – is your team up to the task? Are you?

3. Figure out when you wish to make contact

Do you want this to be one of the communication channels in the company which is available day and night? Is it only going to be used once in a great while? These are things you’ll need to know before starting off.

4. Figure out if it will be a one-way or two-way channel

Is this going to be a communication channel that you will want to receive responses through, like a two-way communication live chat? Or is it more of a one-way mail newsletter?

5. Figure out how much you want to spend

A key part of project management is being able to know how much money it is going to cost. While you cannot make all the predictions ahead of time, you should be able to figure out generally how much it will run you, in order to know if it’s feasible or not.

Optimal number of communication channels

To create the best sorts of customer interaction (or internal communication), you have to make sure to figure out how many channels are required. But keep in mind when implementing new communication channels: the more channels you have, the more difficult it can be.

Remember, in order to have successful communication, a message of some type must be sent from one or more people via a channel and successfully received by one or more others. The formula most commonly used for this is:

How to effectively implement communication channels into your processes

1. Clearly delineate the channels: The importance of communication channels shouldn’t be ignored – but their purpose shouldn’t be ignored either. Make clear which channels will be used for which purposes. If something seems unclear, make it clearer now instead of waiting until it’s set up.
2. Make them yours: Fit the channels to the needs of your business, instead of keeping them generic.
3. Set up who will be using it: Which employees will be utilizing this channel? Will you need to hire new ones, or will you be using old employees for a new purpose?
4. Imagine what comes next: How long will you be wanting to utilize this channel? Will it be ad infinitum, or a certain amount of time?
5. Do a test run: To make sure that everything runs smoothly, do a limited test run; contact only a few people, or run it for a small amount of time, to make sure everything works ok.

Best communication tools for your business needs

1. MightyCall

MightyCall is one of the best communication tools. A VoIP telephony company which offers a well-rounded customer service communication package, they focus on internal and external communication. With the ability to keep talking within your company and to your clients through various means – from SMS to phone calls and more – you’ll always have channels for workplace collaboration.

How much does it cost?

MightyCall has three price plans. The cheapest is Core, at only $15 per member/month, followed by Pro, which is $25 per member/month, and Enterprise – which requires you to get a quote.

Who is it best for?

MightyCall is best for small to medium-sized businesses.

2. Slack

Slack has become one of the premier digital communications programs for internal communications. While it’s not a traditional communication channel, it’s one of the types of business communication channels that you should not overlook. With the ability to easily create unique “Slack channels” based on your department (so a “Sales” channel, or a “Marketing” channel) you can ensure that the streams don’t get crossed.

How much does it cost?

Slack offers a free program and a subscription program. They do not make it overly easy to find out pricing, but generally their Pro subscription plan costs around $8 per user per month, while their Busienss+ plan will run you about $12.50 per user per month.

Who is it best for?

Slack is best for medium to larger businesses.

3. X (formerly known as Twitter)

X is one of the most popular social media sites out there. Millions of people on a daily basis post and spread memes, ideas – and interact with brands. When done correctly, you can help your brand take off in a viral sensation – or you can just use it to help respond to customer complaints.

How much does it cost?

X is free to use, but the ownership is going to introduce multiple paid subscription plans in the near future allowing you to use more features (and avoid ads).

Who is it best for?

X is best for all comers, since a basic platform is essentially free.

4. Chatbot

This isn’t just a category – it’s also the name of a company. Chatbot offers companies of multiple sizes the ability to add a chatbot widget to their website. This they can then customize in order to suit the needs of your company.

How much does it cost?

For smaller companies, Chatbox costs $52 per month. For larger companies, it’s $142 per month.

Who is it best for?

Chatbot is best for companies who are trying to surge growth (by answering lots of questions) or who are surging but do not have the staff to answer all questions.

5. Substack

Substack has taken off lately in a huge way. Essentially, it’s a blog service which allows you to build a community around your work: readers can comment and subscribe for special subscriber-only posts. It’s a great way to build yourself up if you put out quality work.

How much does it cost?

It’s free to use, but Substack takes a 10% cut of subscriptions. Costs for readers vary, as they are set by the authors.

Who is it best for?

Solopreneurs and single writers.

The right communication channels can empower your team

With the right types of communication channels, you can bring your team together closer internally and you can bring them closer externally to your clients. Don’t let yourself be restricted to just one way of connecting to others – take advantage of new technologies today.

When doing so, we’d recommend checking out MightyCall, a premium telephony company which provides you with the tools to help your business make the contacts you’ve always wanted.

The post Communication Channels: Types & Examples That Will Rock Your Business first appeared on MightyCall.

• What is a POTS line?
• How does a POTS line work?
• History of POTS lines
• Exploring the POTS technology
• Evaluating POTS for business: Key considerations
• Is there any alternative to POTS lines?
• POTS vs. VoIP
• How much does a POTS system cost?
• Who uses Plain Old Telephone Service?
• What should you consider when replacing POTS lines?
• Upgrade from your old phone lines to a modern communication system

What is a POTS line?

POTS, acronym for “Plain Old Telephone Service, is the traditional analog voice transmission phone system that has been in use since the late 19th century. This system operates on copper phone lines to deliver analog voice signals, not to be confused with “Post Office Telephone Service,” as they would read it back in the day.
Cable lines are characterized by their simplicity and direct connections. They use a pair of copper wires to create a single phone circuit capable of handling one phone call at a time. These lines are also known for their reliability, particularly in powering through electrical outages, due to their independent power source. However, with advancements in technology, telecom lines are gradually being replaced by more modern solutions.

How does a POTS line work?

In the past

The functioning of cable lines in the past was a miracle of analog engineering, characterized by a step-by-step process:

1. Initiating a call: When a user dialed a number on a rotary phone, each digit created a series of electrical pulses. In touch-tone phones, each button pressed generated a unique tone.
2. Signal transmission: These pulses, or tones, traveled as an electrical signal through the copper wire connected to the phone.
3. Connecting through the exchange: The signal reached a local telephone exchange where, in the earliest systems, human operators manually connected calls using switchboards. This created a physical circuit between the caller and the receiver.
4. Call completion: The circuit remained open for the duration of the call, allowing voice signals to be continuously transmitted as electrical signals over the wires.
5. Disconnecting: Once the call ended, hanging up the phone would break the circuit, signaling the exchange to disconnect the call.

Nowadays

The modern POTS line used for communication still follows a similar basic process, but with some key updates:

1. Dialing: Dialing sends an electronic signal (still via copper lines), which is more efficient compared to the older rotary or tone systems.
2. Digital conversion: At the local exchange, the analog signal from the copper line is often converted into a digital format. This aids in more efficient routing and reduces noise and signal degradation.
3. Routing: Advanced digital switching systems then route the call through the network, selecting the most efficient path to the destination.
4. Reconversion to analog: Once the signal reaches the local exchange near the destination, it is converted back to an analog signal.
5. Completion and disconnecting: The receiving phone interprets the analog signal, allowing the conversation to occur. When the call ends, the disconnection process is similar, where hanging up the phone breaks the circuit, signaling the network to terminate the call.

History of POTS lines

The history of what POTS lines are is intertwined with the evolution of communication:

• Early beginnings: The foundational concept of telephone lines emerged in the 19th century. Alexander Graham Bell is credited with inventing the first practical telephone in 1876, marking the advent of communication technology.
• Widespread adoption: By the early 20th century, telephone lines became commonplace in urban areas, with wires expanding rapidly to connect homes and businesses across cities and eventually rural areas.
• Direct dialing innovation: The introduction of direct dialing in the 1950s revolutionized telephone services, eliminating the need for operator-assisted calls and fostering greater independence in communication. Post Office Telephone Service providers and other companies were actively using it.
• Transition to digital: The late 20th century saw the gradual shift from analog to digital transmission in telephone networks, enhancing call quality and efficiency.
• The Modern Era: Despite the advent of cellular and VoIP technologies, traditional lines remain in use, especially in areas with limited access to advanced communication infrastructures.

Exploring the POTS technology

Traditional technology encompasses various components that work together to enable voice communication over distance. Let’s get into the critical elements that define this technology.

Circuit switching

Circuit switching is the foundational principle behind analog telephone system technology. It involves establishing a dedicated communication path between two points for the duration of a call. This method ensures a constant and uninterrupted voice channel, delivering clear and stable communication. The system relies on a network of switches that physically connect calls through a series of interconnected nodes, making it possible to maintain a continuous signal flow between callers.

Transistors

Transistors, the tiny but mighty components in electronic devices, play a crucial role in phone systems. They serve as switches or signal amplifiers in phone exchanges. Transistors replaced earlier electromechanical systems, providing greater reliability, reduced size, and enhanced efficiency in telephone service networks. Their ability to control electronic signals underpins much of the functionality in the switching equipment used in analog phones.

Modems

In the context of wire technology, modems (modulator-demodulators) are essential for converting digital data from computers into analog signals suitable for transmission over telephone lines. Initially used for dial-up internet connections, modems enable the encoding and decoding of data, allowing computers to communicate over the POTS network. This capability was crucial in the early days of the internet, bridging the gap between digital computing and analog communication.

Digital Subscriber Line (DSL)

Digital Subscriber Line (DSL) technology revolutionized analog phones by allowing high-speed internet access over traditional telephone service lines. DSL modems utilize higher frequency bands for data transmission without interfering with the voice signal. This innovation made it possible to use the internet and make phone calls simultaneously, greatly enhancing the functionality of existing phone infrastructure.

Integrated Services Digital Network (ISDN)

The Integrated Services Digital Network (ISDN) represents an evolution of communication, enabling the transmission of voice, video, data, and other network services over the traditional circuits of the public switched phone service network. ISDN integrates both voice and data on the same lines by digitally transmitting signals, offering better quality and higher speeds compared to traditional analog systems. This technology marked a significant step towards modern communication, laying the groundwork for future digital networks.

Evaluating POTS for business: Key considerations

Certain limitations have emerged in the context of modern business needs. Let’s explore some of these shortcomings.

Limited scalability

Traditional lines inherently lack scalability, especially when compared to digital alternatives. Expanding a business with a regular phone line means physically installing additional lines for each new connection, which can be both costly and time-consuming.

Lower data capabilities

In an era where high-speed data transfer is crucial, analog lines fall short. They are designed primarily for voice communication and offer limited bandwidth, making them unsuitable for businesses requiring substantial data transmission or high-speed internet access.

Maintenance and infrastructure

The aging infrastructure of POTS networking can lead to higher maintenance costs. As these systems age, finding replacement parts and skilled technicians for repairs becomes increasingly challenging and expensive. This issue is compounded by the communications industry’s shift towards more advanced technologies, leading to a gradual phasing out of old phone systems and services.

Absence of advanced features

POTS lines lack the advanced features that modern VoIP or digital communication systems offer, such as voicemail to email, call forwarding to mobile devices, and video conferencing capabilities.

Is there any alternative to POTS lines?

Yes, VoIP is a great alternative to old-school POTS lines. It’s a way to make phone calls over the internet instead of using traditional phone lines. Simple and cost-effective, VoIP works by sending your voice over as data, just like sending an email.
With VoIP, all you need is a good network connection, and you’re set to make calls. You can use a special VoIP phone, your computer, or even your mobile. It often comes with extra features, such as video calls or messaging, all without the complications of a traditional phone setup.

POTS vs. VoIP

Analysis and conclusion

VoIP technologies work by offering comprehensive communication solutions that are scalable, cost-effective, and integrate seamlessly with other business tools and platforms.
POTS lines serve as a reliable, if not basic, communication method with limited features but are valued for their simplicity and dependability, especially in terms of emergency services and uninterrupted service during power outages.
For businesses prioritizing advanced communication features, data integration, and flexible user management, VoIP would be the preferred choice. Traditional phones may still appeal to those with minimal communication needs or in areas with unreliable connectivity, ensuring essential communication lines remain open. The decision ultimately is based on a business’s specific needs, resources, and goals in their communication strategy.

How much does a POTS system cost?

The cost varies for consumers and businesses, based on numerous factors including the amount of lines, features, and usage.

For consumers

Individual consumers typically pay between $20 and $50 per month for a basic analog line. This fee usually includes unlimited local calls, but long-distance calls often incur additional charges that can range from cents to several dollars per minute, depending on the carrier and plan. Additional features like caller ID, voicemail, or call waiting may also add to the monthly bill.

For business

For businesses, the expenses escalate due to the necessity for multiple lines and more sophisticated services. A basic business POTS landline can cost anywhere from $40 to $100 per line each month. When factoring in essential services like multiple extensions, international calling, and directory listings, the total cost can swiftly increase.

In comparison

VoIP solutions typically offer a more cost-efficient and feature-rich alternative. VoIP services can start as low as $20 per line, with bulk or package deals leading to greater savings. Moreover, VoIP services often include a suite of features at no extra cost, which POTS phones usually charge for, such as voicemail-to-email, call forwarding, and advanced call handling features.
The potential savings for both consumers and businesses when switching to VoIP can be significant. Consumers can save up to 40–50% on their phone bills, especially if they make international calls. Businesses, depending on their size and call volume, can expect savings in the range of 30–50% annually. Additionally, the reduced need for hardware maintenance and the ease of scaling as the business grows contribute to long-term cost efficiency, making VoIP an attractive alternative to traditional POTS phone lines for cost-conscious users.

Who uses Plain Old Telephone Service?

Historically, POTS service was the standard for:

• Residential users: For in-home personal communication.
• Small businesses: As an affordable and simple solution for business communications.
• Rural areas: Where advanced infrastructure was not available.
• Government institutions: Joined for the reliability of POTS phone system for critical communication.
  In the modern context, the use of POTS system has dwindled but remains in place for:
• Emergency systems: Like elevators and alarm systems, a dedicated line is required.
• Rural communities: Where newer technologies have yet to be fully implemented.
• Older demographics: Individuals who are comfortable with traditional technology and resist change.
• Specific business needs: Where reliability and simplicity outweigh the benefits of more advanced systems.

What should you consider when replacing POTS lines?

When considering the switch from POTS telephone system to more modern solutions, keep the following points in mind:

• Compatibility: Ensure your current equipment, like fax machines, alarm systems, and modems, will work with the new technology.
• Cost: Evaluate the upfront costs of new equipment and potential savings on monthly bills.
• Reliability: Assess the dependability of the new service, especially in power outages or emergencies.
• Features: Consider the additional functionalities you’ll gain, such as voicemail-to-email, and if they align with your needs.
• Transition: Plan for a smooth transition without disrupting business operations, which may include a phased approach or temporary call-forwarding arrangements.

Upgrade from your old phone lines to a modern communication system

Transitioning from old phone lines to modern communication solutions offers unmatched flexibility and scalability for businesses looking to grow and adapt in the digital age. Not only does it simplify infrastructure, but it also provides a suite of advanced features to enhance customer interaction and support remote work dynamics.
Consider MightyCall’s services for a powerful upgrade. Our VoIP system is designed to integrate effortlessly with your business, providing reliability, cost-efficiency, and a multitude of features made for your specific operational needs. Embrace the future of communication with confidence, and let us improve your company’s connectivity.

The post POTS Lines: How Plain Old Telephone Service Works? first appeared on MightyCall.

As a growing business, you are going to need the ability to have multiple incoming callers – along with the ability to have your employees speaking at the same time. With a multi-line phone system, you can ensure that you never run into difficulties on either of those fronts.

Here, we will be illustrating how a multi-line office phone works, how you can set it up, and what it can do for you, your employees, your business, and your clients.

• What is a multi-line phone system?;
• Types of multi-line phone systems;
• Traditional vs cloud multi-line phone systems: what is the difference?;
• How do multi-line phone systems work?;
• How to set up a multi-line phone system;
• How many phone lines does your business need?;
• Must-have multi-line phone system features to look for;
• Benefits of a multi-line phone system;
• Multi-line phone systems can revolutionize how you do business.

What is a multi-line phone system?

A multi-line phone system allows you to have two or more calls going at the same time. This does not mean you have an office phone in one hand and a smartphone in another (though, we guess you technically could). Rather, it means that the system your business uses allows for more than one call to be going in or out.

Types of multi-line phone systems

When it comes to multi-line phones, there are of course multiple types. In this case, there are two: traditional and VoIP multi-line phone systems. The differences are stark, and picking the right option for your business is an incredibly important decision. Below you will find what makes each of these systems unique:

Traditional multi-line phone systems

Traditional systems involve physically connected phones, oftentimes desk phones, to a single “box.” Such systems can be called PBX systems, but they are almost all on-premises multi-line phone systems. These are useful for those who have a business which solely operates in one location in which all the employees work.

VoIP multi-line phone systems

On the other hand, newer VoIP systems are less focused on physical connectivity. They still put a premium on connecting your telephones of course, but here it works online, through the internet.

These systems are therefore great for those who have widespread or rapidly growing and shrinking companies.

Traditional vs cloud multi-line phone systems: what is the difference?

How do multi-line phone systems work?

So you understand what the difference between two types of multi-line phone systems is, but how do they actually work? Do they use a switchboard? Do you have to crank a generator? It can be hard to imagine how all the pieces come together in your head. Which is why we have the following sections to do it for you! Read on to find out how these telephone systems work:

Traditional

For our purposes, there are two types of systems for your phone of the traditional variety. The first you likely would never consider for your office: it’s the old landline with two-line functionality, the kind which was extremely popular in the 1990s (it was so newfound that Seinfeld even parodied it). However, unless you operate very old school or are a solo entrepreneur, you likely will not be considering this type of system.

You will, however, possibly be considering a PBX. As we mentioned before, the PBX (which stands for “Private Branch Exchange”) operates as a “box.” But how does it actually work?

All the phones in an area are connected to this box via wires. They are plugged into the box, in a literal sense. The box then routes calls and allows for features like call waiting, call recording, or otherwise.

Lines on these are limited to however many the central box can take, but all of them have multiple lines.

VoIP

As opposed to PBX are VoIP systems. Also called cloud phone systems, these systems use the internet, as mentioned above.

Here’s how they work: someone on one end starts a VoIP call. They then speak into the receiver (be it a computer or a phone or otherwise) and the data is then turned into digital “packets,” which are then broken up and transferred over the internet. When they get to the person on the other end of the line, they are reassembled and then produced as sound This of course happens rapidly- within a second and oftentimes less (or else phone calls would effectively be impossible due to lag).

Lines and phone extensions here are effectively only limited by what your subscription service allows – some services allow truly huge amounts of lines.

How to set up a multi-line phone system

If you decide to go with a desk phone system, you probably have to call the company you have decided to go with. You will not be able to set up such a multi-line telephone system on your own; you will likely need help from a technician affiliated with the company. This is because the technology is old, but often impenetrable (and, because you are likely renting it, the company probably does not want you messing with it all that much).

But if you go with a more modern option, the process is significantly easier and will almost certainly not require anyone’s help. While the different VoIP phone systems are all slightly different in terms of how they are set up, the process is usually relatively similar:

1. Choose your provider/service: The provider you pick can be based on your needs, like the features or flexibility you require.
2. Pick your business phone number: Do you want a toll-free number? A local number? MightyCall provides both.
3. Pick your plan: Do you want a plan focused on only smaller businesses? Are you a call center, and need a plan which can cover lots and lots of agents?
4. Finish up: If you’re porting a number over, that will require its own steps. Otherwise, follow the final instructions, dot your i’s and cross your t’s, and you will be all set!

How many phone lines does your business need?

This may be a more difficult question to answer than it seems at first. To be able to figure out how many phone lines you actually need, it will depend upon three things:

• how many people you have now,
• how many people you think you’ll need in the future,
• how many calls you think you will be receiving.

The answers to the questions above help you understand if you need solutions with multiple phone lines or if a single-line one is enough.

2-line phone systems

A two-line phone system is extremely common, but also extremely basic. You probably would need something like this if you run a very small business, like a small flower shop or even a very small personal accounting firm.

4-line phone systems

Here, we get a little busier. Maybe your accounting firm is not so small after all, and you need to have a decent operation going. Maybe you run a small customer service department. Either way, four phone lines is not nothing; but it’s also awkwardly between small and large. If you happen to grow or shrink, having only four phone lines could mean that some become redundant – or alternatively, are not enough.

6+-line phone systems

These are the larger business phone systems with lots of phones. Six or more phone lines can include things like booming bustling businesses and call centers. Phone systems that use multiple lines like these, especially when wired, can be extremely complex. Unfortunately, adding new numbers or phones is not always so easy.

Flexible solutions

The alternative to all of these are flexible VoIP solutions, you do not need to worry about your business growing or shrinking – your service can grow or shrink with you. A virtual phone system with multiple lines can oftentimes easily add new lines or shed those phone lines which are unnecessary. They can take into account cell phones as well as laptops and computers – even tablets!

All of the above businesses and more could make use of this type of service.

Must-have multi-line phone system features to look for

Digital phone systems often provide users with tons of features. While older models like PBX will have basic features, newer digital multi-line phone systems will have even more advanced features which can really beef up your business.

Basic features

• Caller ID: When it comes to basic, it does not get more basic than this. Whether you have multiple lines or one line, caller ID has been a staple of business phone systems for generations.
• Call recording: While this feature has not been popularly around as long as caller ID, this is still a truly important feature when it comes to businesses. Being able to record calls helps you remember things more easily, helps you train your employees, and helps protect you from frivolous lawsuits.
• Transferring calls: If you have worked in an office, you have encountered this feature. Being able to transfer calls from one phone to the next is incredibly important (otherwise you get to play a fun game of hot potato with a single phone).
• Hold: Putting a call on hold is likewise ubiquitous for any multi-line business phone system.
• SMS: Being able to send texts from your cloud-based software is only possible on…well, cloud based software!
• Basic auto attendant: A basic auto attendant may allow callers to hear a pre-recorded message, and perhaps they will be asked to hold.

Advanced features

• • Virtual Voicemail: Being able to have your voicemails automatically transcribed and sent to your email makes things far, far easier – and is only possible with modern technology.
  • Multi-level IVR: This is the more advanced variant of the auto attendant. Here, callers can be sent on very specific paths depending on what/how they input – and it is possible that they may get their questions totally answered before they speak to any actual agent.

• • Call barging: Modern phone systems allow managers to “barge” into calls – meaning that they enter a call while it is ongoing.
  • Call whisper: If managers do not want to be so intrusive, newer multi-line business phone services allow them to also “whisper” in a call, meaning that the manager can speak to the agent without the person on the other end knowing.
  • Flexible call routing: Older systems have call routing, that’s true. But that is often a cumbersome process involving difficult-to-understand menus and likely requires the help of a technician. With VoIP multi-line telephones, you can change your “routes” whenever you want, at the click of a button.

• Automatic Call Distribution (ACD): The feature allows incoming calls to be efficiently and automatically distributed to the appropriate agent or department within an organization. This feature helps improve customer service by reducing call waiting times, ensuring calls are directed to the right person.

Benefits of a multi-line phone system

There are lots of reasons to get multi-line phones for your office. While we have already outlined the features and potential, there are even more reasons you may not yet have thought of. Here are just a few:

Multiple lines for multiple people

Is your business growing rapidly? Then you may need to start thinking about getting more lines. We are not saying you necessarily need one line per customer – your business model may simply not require that. But if you have a lot of calls going in and out and you have multiple employees, it just makes sense to have a multi-line phone system.

It’s cheaper

Let’s be blunt here: when running a business, it helps to save costs where you can. It doubly helps to save costs if you can still be getting a quality product or service. That’s where digital business phones come in. As opposed to having to rent tons of physical equipment, you can use the equipment you already have (cell phones, laptops, etc.) and only have to use a subscription, which–for a good service–can run very cheap (MightyCall’s lowest price is only $15 a month!).

Does more than just a phone call

A key part of running a business is, as we just said, saving costs where you can. But another key aspect is being able to get the most out of the products you use. When it comes to multi-line business phones, that means being able to do more than just call. Think about it: if your computer could only send emails, then it would not be all that useful, right? It’d be silly to restrict yourself to a computer which could do one thing. So why restrict yourself to a phone which can only do one thing?

Multi-line phone systems can revolutionize how you do business

Getting the right business phone can be a tough decision, but it’s an important one. Switching phone companies constantly can be a pain, so you want to make sure to get it right. So consider what you want to use it for: Do you just want to talk? Or do you want to do a lot more?

Choosing a multi-line phone system can increase your potential for growth. It can help you stay in contact with your customers, can help your employees help each other, and can help you help your employees.

Put simply, the features that award-winning multi-line phone providers like MightyCall offer can make your business better.

The post Multi-line Phone System Full Guide: What Is It, How It Works & How to Set Up? first appeared on MightyCall.

Why is Conversation Intelligence a Game-Changer?

1. Transcription Capabilities: Conversation intelligence from HubSpot transcribes your calls, marking each participant distinctly. This means that, post-call, you can easily analyze and understand who said what and when. Say goodbye to the tedious task of manual note-taking.
2. Sharing Insights: Share the entire conversation or specific parts of it with your teammates via HubSpot’s conversational intelligence. Whether it’s a sales strategy or a customer service best practice, every team member is in the loop.
3. Track Key Terms: With the conversation intelligence technology, HubSpot allows you to track certain terms in the conversation. You can then build detailed reports based on these tracked terms, ensuring you never miss important details.
4. Keyword Search: The conversational intelligence dashboard within HubSpot lets you search for specific keywords within the transcribed conversation. This means critical information is just a search away.

Getting Started with HubSpot’s CI Feature and MightyCall Integration

To use the aforementioned features with the HubSpot MightyCall integration:

• You need to be on one of MightyCall’s tariff plans: Core, Pro, or Enterprise and have the HubSpot MightyCall integration active. No extra setup is required as MightyCall automatically sends call records to HubSpot.
• You should also be a user of HubSpot and have an assigned Sales Hub, Service Hub Professional, or Enterprise paid seat to use the conversational intelligence with HubSpot.

The post Enhancing Your Conversational Insights with HubSpot Conversation Intelligence first appeared on MightyCall.

What is Call Center IVR?

Call Center IVR is an automated telephony system that interacts with callers, gathers information, and directs calls to the appropriate agent or department. By providing callers with self-service options and intelligent call routing, IVR systems reduce wait times, improve customer satisfaction, and increase call center performance.

Multi-Level IVR in MightyCall

MightyCall’s Multi-Level IVR allows businesses to create customized call flows with multiple layers of menus and options. This advanced feature ensures that callers are directed to the right agent or department quickly and efficiently, saving both time and resources while maximizing customer engagement.

Advantages of Multi-Level IVR:

1. Multiple Locations – For businesses operating in various geographical regions, Multi-Level IVR enables seamless management of incoming calls, routing them to the appropriate regional office or agent. This guarantees your customers receive prompt and relevant assistance, fostering loyalty and repeat business.
2. Multilingual Support – Catering to a diverse customer base? Multi-Level IVR empowers you to offer language-specific menus and options, ensuring a smooth experience for customers speaking different languages. By overcoming language barriers, you can broaden your customer base and tap into new markets.
3. Efficient Department Routing – As your business expands, effective internal communication becomes even more crucial. Multi-Level IVR expertly organizes your call flow, directing callers to the right department or agent swiftly. This conserves valuable resources, enhances overall productivity, and improves the caller experience.

Call Center IVR Best Practices

1. Keep it simple: Design your IVR menu with simplicity in mind, using clear language and offering only essential options to avoid confusion.
2. Prioritize common requests: Place the most frequently used options at the beginning of the menu to expedite callers’ needs and enhance user experience.
3. Provide self-service options: Offer self-service solutions for common requests, such as account balance inquiries or order status updates, to reduce the need for agent intervention and boost call center efficiency.
4. Use professional voice recordings: High-quality voice recordings ensure a polished and professional customer experience, reflecting positively on your brand image. (MightyCall offers this service)
5. Monitor and optimize: Continuously analyze call data and adjust your IVR system to enhance performance, customer satisfaction, and overall call center effectiveness.

Setting Up and Using Call Center IVR in MightyCall

Follow these step-by-step instructions to set up multi-level IVRs for your Call Flow in MightyCall

1. Go to your admin panel: Open MightyCall on your laptop and go to the admin panel.

2. Customize your IVR: Decide what you want to have in your IVR menu structure, incorporating multi-level options, self-service features, and intelligent call routing to improve call handling. Decide how many levels and language options you want to have.

3. Access the Voice Menu: Navigate to Call Flow -> Call Actions -> Enable voice menu.

4. Record voice prompts: Create professional voice recordings for each menu option, ensuring clarity and consistency for an elevated customer experience.

You have four options:

Here are the voice recording options available for your IVR:

• NEW Greeting Recorder: AI-Generated Voice Recording. Utilize Amazon’s Polly Text-to-Speech (TTS) service for high-quality AI-generated voice recordings. With multiple male and female voice options, you can create a professional-sounding greeting.
• Upload File: Choose this option if you have a pre-recorded voice file that you would like to use for your IVR greeting.
• Record via Phone: Record your voice message directly within the MightyCall platform and have it automatically uploaded to your IVR system.
• Voice Studio: If you prefer a professional voice actor for your IVR greeting, you can opt for any voice studio service.

To create a polished and professional IVR greeting, select the voice recording option that best suits your needs and preferences.

5. Upload Media File for the First Level: In the popup window, upload a media file for the first level of the menu. For example, “For English, press 1. Para español, oprima dos.” Once done, click “Continue editing your voice menu” and choose the options you want for your menu.

6. Create the Second Level of the IVR:

• For option 1, choose the Voice menu and upload a file with further instructions in English (e.g. “For Sales press 1, for Support press 2”). The chosen actions (e.g. for Sales/Support) should be selected on the second level.
• For option 2, choose the Voice menu again and upload instructions in Spanish. Once done, set your options on the second level.

7. Allow Callers to Return to the Previous Level: To return to the previous level, a caller can press * (star). You can also add this to your voice instructions for easier navigation.
Please note that the maximum number of IVR levels is 10. However, for the best user experience, we do not recommend creating more than two levels.
8. Configure call routing: Set up call routing rules to direct callers to the appropriate agent or department based on their selections, streamlining the call resolution process.
9. Monitor and adjust: Use MightyCall’s reporting and analytics tools to track IVR performance and make data-driven adjustments for continuous improvement and increased customer satisfaction.

MightyCall’s Call Center IVR offers a comprehensive solution for businesses looking to streamline customer interactions and enhance call center efficiency with advanced telephony technology. With features like multi-level IVR and customizable call flows, MightyCall’s IVR system empowers businesses to deliver exceptional customer experiences while maximizing agent productivity and optimizing inbound call management. Implement MightyCall’s Call Center IVR today and revolutionize your call center operations.

The post Call Center IVR: Streamline Customer Interactions first appeared on MightyCall.

• What Is a Remote Phone System?
• Key Differences Between Phone Systems
• How Remote Office Phone Systems Help Your Team
• How to Set Up a Phone System for Remote Workers?
• Why Getting a Phone System for Remote Offices from MightyCall?
• How Does a Remote Phone Service Work?
• Must-Have Features of Remote Office Phone System
• Why are People Embracing Remote Work?
• Benefits of Using Virtual Phone System for Working from Home
• What is Required for Implementation of a Remote Office Phone System
• How Much Does a Remote Phone System for Employees Cost
• Signs That You Need to Use Remote Phone Solution for Your Business
• How to Switch to MightyCall’s Telephone System for Remote Work?
• Best Phone Systems for Remote Workers
• Hit Those KPI’s and Save Money with a Remote Phone System

It takes so much to find the dream job and so little to start resenting it. Commuting is one of the make it or break it factors for many people in modern society. Working from home allows your employees to control their surroundings and create a comfort zone that will give them a chance to be the most productive. The challenge an employer is facing these days is how to create a functional remote office that will not hinder the workflow. A business phone system is capable of resolving the issue of remote offices for good.

How exactly? Find out everything about cost, benefits, and features.

What is a Remote Phone System?

A remote phone system is a virtual work from home phone system powered by a voice over internet protocol (VoIP) service. It enables your team members to make outbound calls and receive inbound calls from any location using a desktop app, laptop, or smartphone.

Communication is key, so making sure that you have the highest possible call quality is essential for your remote team to function as one. Establishing a solid internet-based form of contact will ensure that via VoIP for remote workers, your team members will have an easy way to reach and work alongside their colleagues as if they were sitting next to each other. A cloud phone system will make it easy for your operators to handle external and internal communication regardless of their geographic location, device, or mobility, with all kinds of extra features.

Key Differences Between Phone Systems

How Remote Office Phone Systems Help Your Team

Whether your company has a full-time office, a hybrid office, or it allows employees to work remotely when they are feeling under the weather, it is impossible to overestimate the importance of having a reliable virtual phone system. Once you get one, you will have:

• Easy set-up. Stop worrying over setting up landlines or desk phones, your employees can access your communication via a web browser, a phone app, or a desktop app;
• Security. Have a secure and private business communication solution. With a remote office phone system, you will be able to protect sensitive information without the need pay for additional specialists;
• Flexibility. Set up any type of phone number, with any area code. Go toll-free, international or penetrate the small local markets within US and Canada;
• Integrations. Integrate it into your existing ecosystem and have it work with your CRM. Most cloud phone systems were made to be used as a part of pre-existing set-ups;
• Analytics. Monitor your virtual call center using dashboard analytics: see how much time your operators are spending on calls, how successful they are, and lead your remote team to better KPIs.

How to Set Up a Phone System for Remote Workers?

While it may take some adjusting to working remotely, setting up a phone system will not require any special knowledge or preparation.

Here is an easy step-by-step guide:

1. Make sure your internet connection is stable and fast. The up and down speed required for a VoIP phone system will depend on the amount of calls you are planning to handle at once. The minimum required bandwidth would be 100 kbps (kilobits per second), allowing you to handle one call at a time, but for larger call volumes it would be better to be somewhere around 500 – 1 MBps.
2. Research. Choose a work from home phone solution that will suit your needs, and a plan that will work best for your team. Consider the size of your remote team, the necessary features, and the service reputation.
3. Choose a business number. Which location do you want? Would you like it to be toll-free with vanity customization? Would you like to have two different numbers for different purposes/client groups?
4. Set up. Follow the simple instructions from your provider. Install the necessary apps, log in, set up your remote worker account.
5. Final tweaks. Customize your account, set-up business hours, pre-recorded messages, IVR, etc.

Why Getting a Phone System for Remote Offices from MightyCall?

1. Quick set-up. Get a remote office phone system up and running in minutes.
2. World-class security & reliability: your connection quality will stand the test of time thanks to our 99.99% uptime, 24/7 network security, data encryption, and protection from robocallers.
3. Availability of any number you may need: toll-free, local, vanity, and international numbers are offered to MightyCall clients with the phone system for remote employees. Competitors often charge extra for these numbers, but MightyCall knows customers need variety and all the tools they can use, so you will have them included with any plan for free.
4. Great features: get access to dozens of features for your remote employees, none of which are per month extras. From team-oriented features like call transfer and conference calls to call recording and voice-to-text, every aspect of the customer-communication cycle is covered to help you convert calls to sales.
5. Competitive price: with some of the lowest per user prices without a drop in call quality or feature set, MightyCall’s office phone system packages offer the best value on the market.
6. Live Customer support: MightyCall’s customer support consists of real people with years of experience. The chatbot isn’t there for show, and you will have numerous ways to reach out if you need help.

How Does a Remote Phone Service Work?

Remote phone system technology is virtual, meaning that it works over the internet. VoIP phone service technology enables you to make business calls directly from a computer, a VoIP phone, or other data-driven devices by converting your voice into a digital signal. That signal is then sent from one user to the intended recipient via an encryption in real time. There are often additional tools implemented by the users, such as call recording or voice-to-text transcription. You can also use the office phone system to pass on pre-recorded messages, in the case of IVR or an auto-attendant. It is not connected to a physical phone line, all you need is a browser or an app to log in, making you free from the mobility and geographical restrictions.

Must-Have Features of Remote Office Phone System

On top of needing your remote office phone system to make calls, it will be smart to make sure you are getting the most out of your investment. Here are the top 8 features you will want your provider to include in your plan:

1. Call recording & communication history. Make sure your operators are completely prepared to answer the clients’ phone calls: give them access to the communication history, so they can follow-up on any pre-existing requests or promises;
2. Voice-to-text transcription. Having to re-listen dozens of audios in the search for information can be excruciating, taking away valuable time from your operators. Voice-to-text transcription will let you have access to searchable voice-to-text transcripts.
3. Business hours. Save yourself and your team from night-time calls and establish a healthy work-life balance by using the work hours phone options for remote employees.
4. Auto-attendant & IVR. Letting your clients know that you are currently unavailable and will soon be back can make an immense difference, showing that your business is alive and your phone is active. Use the phone system to provide your callers with access to the necessary information or guide them to the right departments via an IVR.
5. Caller ID. Make sure you know who’s calling. That will make your customers feel appreciated and will save you from playing the guessing game once you pick up the phone.
6. Extensions & automatic call distribution. Let your customers reach the departments that will be of most help, distributing the phone calls evenly among the correct operators.
7. Numbers availability. Mark the path for your business’s growth and expansion by choosing a provider that gives you access to a variety of phone numbers: toll-free, vanity, international, and local.
8. Integrations. Having to keep everything in separate locations and within separate systems can be stressful, so make sure the phone service can be integrated into your existing ecosystem.

Why are People Embracing Remote Work?

Why is remote work such a hot topic nowadays? More and more employees are checking the “remote position” box when looking for a job, and employers are happy to offer it. How so?

Employees love working from home

Late for work again? Your dog really needed to go one more time, you spilled coffee on your freshly ironed shirt, your neighbor really needed to chat? You got stuck in the traffic (again!), had to get up at 6 am just to get to work by 8, had to pay an ungodly price for gas because you ran out again? Remote work solves all those issues:

1. It’s comfortable and convenient.
   Create the workplace of your dream by acquiring a phone system to work from home: set up the light, temperature, and humidity to your preferred settings. Get that perfect chair to support your back, brew coffee just the way you like, be there for your plants, kids, and furkids. Visit your family or travel and work from a hotel on a tropical island – as long as you have a stable internet connection, you are good to go.
2. It’s much cheaper.
   Replace the limited and often unreasonably expensive work lunches with fresh home-cooked meals that fit your dietary restriction and preferences. Save money on transportation and that daily morning latte from Starbucks. No need to purchase the office attire or invest into a dog sitter. Rent an apartment based on the price and comfort rather than office proximity with the phone systems for remote workers.
3. It saves time
   Getting stuck in the traffic surely does not save anyone time, let alone good mood. It makes you wish you were somewhere else doing something fun or productive. No need to wake up two hours early or come back home late. Work should not take 4-5 extra hours out of your day just because you need to commute, as you will see with phone systems for remote offices.

And employers agree

On top of being human and actively relating to the same commute issues the employees are facing, employers will surely benefit from a modern phone system:

1. Increased productivity
   The employees will have a harder time loving their job and performing their duties if they are constantly stressed and sleep-deprived from having to be on the clock in the office every day. Allow the employees to use office phones from home and control their surroundings, increasing their energy and productivity levels.
2. Drastically lower expenditures
   No need to pay the office rent and maintenance. You will save on utilities, electricity, cleaning services, ect. No need to compensate your remote employees for lunch or pay for corporate transportation. On top of that, you can require your employees to use their own devices for work, meaning that you will no longer have to pay for maintenance of the tech equipment.
3. Hire the perfect specialist
   Finding the perfect specialist is challenging, and finding someone who would make a great match for your team, but not being able to offer them a job because they are not in near vicinity or have limited mobility, can be very upsetting. Removing the office from the equation can easily free you from the location ties.

Benefits of Using Virtual Phone System for Working from Home

There is a multitude of benefits to remote work phone systems in general and compared to traditional phone lines:

1. Reduced cost. Using a telephone system for remote working promotes lower real estate costs for employers, and reduces commute costs for employees. Save money on equipment, rent, and maintenance services.
2. Expansive candidate list. Allows companies to hire the best workers, regardless of location. Get the best pick from any location and create the perfect team.
3. Extra features. Most VoIP packages include a robust set of advanced voice calling features that can elevate your communication to a whole new level of organization and professionalism.
4. Easy set-up. Remote phone services were developed to bring teams together in one communication space. Add users to a virtual working from home phone call center for sales or support teams, organize them by groups, assign extensions, set up the call forwarding and distribution, while keeping track of your progress and communication history.
5. Access local markets. Get global reach with a local presence: with the upgraded phone system you will have access to various local area codes that will make you appear as a part of the community and gain your customers’ trust.
6. Have on-the-go availability. Be there for your team and customers wherever you are. Having a stable internet connection and your phone on you with an installed VoIP app will be enough to answer phone calls and resolve any issues.
7. Expand. You can have as many virtual phone numbers as you want, growing your company and providing your team with more communication options and client branches.
8. Be present. Never miss a call from a customer. Have the office phone auto-attendant collect requests from your clients when you are not there. Use the presence indicators to inform your customers when you can be reached and call forwarding to the available operators.

What is Required for Implementation of a Remote Office Phone System

Very little is required for the implementation of a remote office phone system. It does not rely on heavy equipment or expensive wiring. All you will need is the following:

• High quality internet connection. Depending on the phone call volume you will be handing, you will need to have the minimum required bandwidth anywhere from 100 kbps (kilobits per second) to 1 MBps (megabits per second);
• VoIP provider. Choose the perfect service for your team out of the dozens of options on the market.
• Device for calling. Any smartphone, computer, tablet or another device that has an internet connection fast enough to use the remote phone system will be able to serve as the calling device.
• Headset. This is an optional tool in case you want to invest in a higher sound quality.
• VoIP adapter. Some businesses choose to maintain a PSTN line in case their telephone system or WiFi fails. If this applies to you, a virtual prone system adapter with an FXO port is required.
• An app/software. This will be provided by your VoIP solution for you to log into your account and use the product.

How Much Does a Remote Phone System for Employees Cost

The price for a remote working telephone system will greatly vary. It can start anywhere from 7 USD and go up to 400 USD, although the sky’s the limit for the maximum price. Here are a few variables that will affect the price:

• How much is included? $7 can be just a pretty number that contains a multitude of hidden costs, increasing the actual cost to a less appealing amount.
• How well-known is the service? Less experienced phone systems may charge below the market value to make their presence known.
• How many users will you connect? The price will depend on your company size and the plan you choose.
• What kind of number do you want? Toll-free, vanity, and international numbers may be more expensive than locals.

Although it is definitely not a free tool, a remote phone service is still more profitable than the traditional landline:

• It does not require expensive equipment;
• It offers bundle packages;
• It allows you to save on rent and office maintenance;
• It allows your employees to work from home;
• It gives you the chance to hire less expensive professionals from a different location.

Signs That You Need to Use Remote Phone Solution for Your Business

• Your communication lacks organization. It is getting harder to manage communication by day. You are missing important client calls, your staff has a difficulty with keeping track of the large volumes of information.
• You are planning an expansion. Getting additional landlines and phones is no easy task, it will take a lot of physical work and an installation of the necessary equipment, which will be difficult to distribute among the growing list of the support operators.
• You have been experiencing poor call quality. Strange sounds, interruptions, or not being able to hear your callers can definitely cause a lot of frustration. If you are able to have a fast internet connection, you will have a noticeable better experience than with the landlines.
• Your approach to calling feels outdated. If your new employees have never seen a phone like the one you have in your office, chances are, you have taken a bit too long to upgrade to a more modern solution.
• Your current system isn’t cost-effective. You are paying an amount that does not seem to be giving you all that much. There are no extra tools or high-tech features, just the good old regular overpriced calling.

How to Switch to MightyCall’s Telephone System for Remote Work?

Switching to a VoIP office phone system is very easy. If you would like to keep your current business phone number, and keep it fully functional with no downtime in the process for free, here are the steps:

1. Contact your current operator and inform them that you are switching to a different provider;
2. Submit a free porting request and expect your phone number to become virtual in a few work days;
3. Begin using your number with MightyCall and upgrade your professional communication.

Best Phone Systems for Remote Workers

Finding the best phone system for remote workers can be somewhat challenging, so here are a few trustworthy options:

MightyCall

A virtual phone system for small and mid-sized businesses with ambitions.

Pros: it is a very feature-rich service for employees who work from home, does not require you to pay extra for the add-ons, is very user-friendly, offers a free trial, and has excellent customer support 7 days a week.
Cons: MightyCall does not have real-time analytics, does not have a fax option, and although it has integrations, including CRM, the list is rather short.
Price: $12/month to $200/month per user
Best for: Small businesses that are planning to expand

Nextiva

This business phone service will provide you with a calling app that can be used on PCs or mobile devices.
Pros: a well-known reliable provider that has been on the market for quite some time, has a nice long list of integrations, and offers all the basic features.
Cons: Has a limit of 250 users, has a very short list for international calling (only USA, Canada, and Puerto Rico are available), the apps are known to be lagging.
Price: $19/month to $74/month per user
Best for: Sales and marketing.

Ooma

A rather basic internet calling service for small companies.
Pros: This phone system to work from home will cover the basic needs of your company, you will be able to listen to the voicemail, see the missed calls, text your clients, no contract required.
Cons: Their virtual receptionist and the overall interface are not very intuitive. The new features will come at an extra fee to use. $29.95 activation fee, cannot track call duration, the call transferring has been reported to be lagging.
Price: $19.95/month to $49.99/month per user
Best for: Small businesses with less than 20 users

Hit Those KPI’s and Save Money with a Remote Phone System

Our society changes, grows, and evolves, and so must communication. Using a professional remote phone system for your business will give you and your employees the freedom of choice, alongside better organization, increased productivity, and a better relationship with your customers.

Introducing a VoIP workforce solution to your company will make a difference, and not just in calling: it has so much more to offer that it will become the ultimate game changer for your team and your clients. A free trial will let you explore what a virtual phone can do for you while still keeping the same phone number.

The post Remote Phone System: Working from Home is Easy first appeared on MightyCall.

The rise of ‘Telecommuting’ has been well documented and debated, but study after study continue to conclude that the trend is better for the government, companies, the environment, and people’s mental health than anyone could have imagined.

Yet for all the things we’re discovering about the benefits of telecommuting, not everyone is onboard with a massive expansion of the practice. For as cool as some the changes coming to certain offices are, changing anything means companies are investing additional money to keep their employees happy, yes, but also stuck in the workplace. That stands in stark contrast to the figures from recent research that peg savings per telecommuting employee at up to $11,000 a year.

Telecommuting is not evenly balanced however—while men and women essentially work from home at equal rates, telecommuters earn approximately $4,000 more than normal workers, largely attributed to the fact the telecommuting population is disproportionately made up of managers.

Accordingly to the 2017 Flexjobs report, the average telecommuter “is 46 years of age or older, has at least a bachelor’s degree, and earns a higher median salary than an in-office worker.” That reality is a stark contrast to the narrative behind the increase being about Millennial drive.

For most white-collar jobs, having as many employees work from home as possible is ideal. Their age or history with the company shouldn’t matter. Considering robots are already encroaching on blue-collar jobs, the workforce needs to adjust, and there is no reason for that adjustment to not be worker-friendly.

Right now many companies still view telecommuting as a perk they grant employees, but that doesn’t properly reflect the value companies themselves derive from having telecommuters.

No matter what your business is, big or small, you may think there is a certain impediment to letting your employees work remotely (they need to meet clients, I want to make sure they’re working, etc.), but telecommuting is the future.

Here are 5 reasons why that’s good.

1.Everyone saves time and money

As quoted above, the Flexjobs report noted that the average company will save around $11,000 per year for every telecommuter they employ when contrasted with a normal, in-office job. A Stanford experiment also found that telecommuting reduces employee turnover, saving companies time and money normally spent training new workers.

For the telecommuters themselves, well, the average person would save 2 hours per day cutting out their commute, which lends itself to a better work-life balance and more flexible offers they can offer their employer.

Even better? The thousands of dollars saved cutting out gas/travel expenses, lunches, coffee, work clothes, and other work-related expenses.

2.Less unemployment and access to larger talent pools

When you factor in the difficulties some people have in getting to a job, allowing more people to work from home opens up more people to work, thus lowering unemployment. This is especially true for older Americans who still want to work but have physical difficulties making long commutes.

Also, not having a job tied to a place means more people will be able to do that job. With more jobs flocking to cities despite rising housing prices, companies won’t get stuck with their geographic pool of candidates. If someone can’t afford to relocate to an expensive city, they can still apply for the job.

3.Better productivity and work relationships

A big argument for not allowing people to work from home is that productivity would suffer. This opinion, while not outlandish for certain employees, rests on mistrust. However, 65% of workers and managers report increased productivity from telecommuters.

There could be hundreds of explanations for why these workers are doing their jobs better from home, but one that often gets lost in the discussion is better company-wide communication. When people work from home, they need to precisely plan and communicate with their bosses and colleagues, so everyone is on the same page.

This increase in communication and efficiency is then likely to lead to better relationships between bosses and their employees. The trust a boss puts in an employee to work from home alone leads to better morale and loyalty.

4.Better for the environment

It’s no secret that cars are a major source of pollution. Cities have tried to get carpooling going to no avail. The better idea? Get cars off the road by letting people work from home. That means less gas consumed, less traffic, and less fossil fuels emitted from cars going 10 MPH on jam-packed highways.

5.Better work-life balance

Americans typically work too much, meaning we have terrible work-life balance compared to the rest of the Western world.

The more psychological research that goes into the topic, the more we understand just how important a good work-life balance is. Even without accounting for added flexibility and childcare opportunities working at home presents people, saving time on a commute alone would be good for most Americans both physically and mentally.

Embracing Telecommuting Benefits: A Win-Win for Employees and Employers

The benefits of telecommuting have become increasingly evident, with over 4 million Americans now working full-time from home. As the trend grows, numerous studies showcase the telecommuting benefits, such as cost savings, improved productivity, environmental impact reduction, and enhanced work-life balance. Despite some concerns, the pros of telecommuting significantly outweigh the drawbacks. Telecommuting advantage spans across age groups and job positions, making it a practical choice for many white-collar roles. Companies should acknowledge the value of remote work, understanding that it’s not just a perk, but a future-oriented strategy. These 5 telecommuting benefits reinforce the importance of embracing remote work for the success of both employers and employees.

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