• 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.

In this article we cover:

• What is contact center CRM?;
• Why do call centers need a CRM?;
• Benefits of call center CRM software;
• The list of top call center CRM;
• How we evaluated the best contact center CRM;
• Best call center CRM solutions: Comparison;
• 10 best CRMs for contact centers: Overview;
• How to choose a CRM for a call center?;
• Features to look for in a contact center CRM software;
• Getting CRM software for a call center is a key to success.

What is contact center CRM?

A Customer Relationship Management system is a well-organized platform aimed at improving customer interactions in a contact center. It simplifies communication by gathering all customer information into one place, making it easier for the service team to provide efficient and personalized assistance. This system comes with features for managing contacts, monitoring customer interactions, studying customer data, and improving the overall customer experience.

When connected with call & contact center software, CRM becomes an essential tool. It gives service agents access to needed customer information during live chats, avoiding the necessity for customers to repeat details. The combination of CRM and contact center software can greatly improve the customer’s journey, increasing their satisfaction and loyalty, and also enhancing the performance of your customer service team.

Why do call centers need a CRM?

1. Managing scattered customer information: In a busy call center, information can be scattered across different platforms. A CRM for call centers collects all customer information in one place, eliminating the hassle of hunting for details across multiple locations.
2. Reducing tedious manual tasks: Repetitive tasks like data entry and updating records can eat into an agent’s productive time. A call center software integrating with CRM automates these tasks, enabling agents to concentrate on providing exceptional customer service.
3. Addressing disjointed customer interactions: It can be challenging to maintain a comprehensive record of customer interactions without a contact center CRM application. This system tracks all engagements, helping agents provide consistent service and enhancing the overall customer experience.
4. Personalizing customer service: Without a CRM for call centers, providing personalized service can be a struggle. With access to customer history and preferences, agents can tailor their interactions, leading to improved customer satisfaction.
5. Enhancing team collaboration: Without a central data hub, team collaboration can suffer. A CRM system facilitates efficient sharing of customer information, ensuring all call center agents are on the same page.
6. Improving decision-making with actionable insights: A contact center CRM application analyzes data and uncovers patterns and trends. These insights help managers make informed decisions about staffing, training, and improving processes.

Benefits of call center CRM software

1. Enriching the customer experience with improved first call resolution (FCR)

In the customer service realm, first impressions matter. With a call center CRM, agents have access to a customer’s complete history at their fingertips, enabling them to respond to queries with heightened efficiency and precision. With all the required information at their disposal, agents can often solve issues during the first interaction itself, significantly enhancing the customer’s experience and your call center’s operational efficiency.

2. Boosting agent productivity to new heights

In the dynamic environment of a call center, every minute counts. CRM call center software empowers your team by automating routine tasks such as data entry and updating records, liberating agents to concentrate on their core task – serving customers. With less time wasted on administrative chores, you’ll witness a substantial surge in agent productivity.

3. Fostering loyalty through superior customer retention

A CRM doesn’t just help manage customer interactions, it helps create meaningful connections. By equipping agents with comprehensive customer profiles, a CRM call center facilitates personalized interactions that deepen the customer relationship. The result? Higher customer retention rates and a loyal customer base.

4. Efficiently cutting operational costs

One of the significant benefits of a CRM is its ability to streamline numerous processes within a call center. By optimizing resource utilization and improving call handling efficiency, a CRM call program cuts down on operational costs, making your call center a model of cost-effectiveness.

5. Unleashing the power of enhanced reporting and analytics

A CRM goes beyond managing customer interactions – it’s a treasure trove of insights. Whether it’s customer behavior patterns, agent performance metrics, or call center operational trends, a CRM call center aids in strategic decision-making, helping you continually refine your customer service strategy.

6. Embracing growth with scalability

As your business thrives and expands, you need a system that can keep pace. Designed for scalability, CRM call center solutions readily adapt to increased call volumes and expanding customer data, ensuring your call center operations continue to run smoothly, no matter how much your business grows.

7. Updating your training routine

A CRM system in a call center serves as an invaluable tool for training and developing staff. New agents can learn quickly by observing real-time interactions and accessing historical data, leading to more effective onboarding and continuous professional development. By analyzing past interactions, agents can identify best practices and common pain points, enhancing their problem-solving skills and overall performance.

The list of top call center CRM

Let’s delve into some of the top call center CRM players in the arena:

1. Salesforce Service Cloud: Comprehensive feature set and powerful call center CRM integrations.
2. HubSpot: Easy & free contact center CRM.
3. Freshdesk: Multichannel support and gamified approach to customer service.
4. Zoho Desk: Impressive blend of affordability and functionality.
5. Apiway.ai: Pioneering in API integrations.
6. Zendesk: Intuitive interface and robust ticketing system.
7. Dixa: Superior multi channel support.
8. TalkDesk: Efficient self-service CRM tools for call centers.
9. Bitrix24: Great for social media channels.
10. Five9: Advanced AI capabilities.

How we evaluated the best contact center CRM

We employed a systematic approach to select the best call center CRM software. Our evaluation process focused on several key criteria, providing a comprehensive review to guide businesses in choosing the ideal solution. The criteria include:

1. Cost-effectiveness: We looked at the pricing structures of each platform, considering both the base price and any additional costs for extra features or services. This ensured we were recommending products that offer great value for the money.
2. Core Features: We assessed the fundamental features of each platform, such as contact management, call handling, and ticketing capabilities. These are the essentials for any successful CRM.
3. Expert Analysis: Our team of experts conducted a thorough examination of each platform, with a keen eye for user experience, the learning curve, and overall system efficiency.
4. Customer Support: We evaluated the quality of customer support, including response times, availability of support channels, and the helpfulness of the support teams.
5. Specialized Capabilities: We took note of any unique or niche features that set the call center CRM platforms apart. These might include advanced analytics, AI capabilities, or specialized integrations.

Our goal was to ensure we presented the most balanced and comprehensive view of the best CRMs for call centers.

Best call center CRM solutions: Comparison

Please note that integration capabilities can vary depending on the specific plans and configurations of each call center CRM, so always verify these details with the CRM provider.

10 best CRMs for contact centers: Overview

1. Salesforce Service Cloud

Salesforce Service Cloud stands as a high-performance Contact Center CRM, renowned for its comprehensive suite of features and robust integrations. As an integral component of the broader Salesforce ecosystem, it has been crafted with meticulous precision to bolster customer service teams across a myriad of channels. Harnessing the power of cloud technology, it enables real-time, seamless communication, significantly enhancing responsiveness and customer satisfaction.

Its dynamic interface, designed for intuitive navigation, ensures all necessary information is readily available, simplifying complex processes and enabling agents to focus more on delivering top-notch customer service. Its commitment to service excellence and innovative technology makes it an industry leader, setting the benchmark in the CRM for contact centers space.

Best for: Businesses of all sizes that require extensive CRM functionality and strong integrations.

Price: Pricing starts at $25 per user/month.

Key Features:

• Case management: Track and manage customer inquiries and issues.
• Knowledge management: Access a centralized repository of solutions to common customer issues.
• Social customer service: Respond to customer queries on social media platforms.
• Advanced analytics: Leverage in-built analytics tools for performance monitoring and insight generation.
• Smart AI: Automate routine tasks and gain predictive insights.
• Scalability: Grow with your business, catering to an increasing volume of customer interactions.

Pros:

• Advanced AI capabilities
• Deep customization options
• Strong reporting and analytics

Cons:

• Can be expensive for smaller businesses
• Might have a steep learning curve for new users

User Reviews: 4.2 out of 5 on G2.

2. HubSpot

HubSpot has established itself as a leading name in the CRM call center software market. Renowned for its simplicity and comprehensive offerings, HubSpot’s CRM is an ideal choice for businesses of all sizes – from start-ups finding their footing, to established enterprises seeking to streamline their operations. Its seamless blend of usability and functionality makes it a powerful tool in managing customer relationships.

What sets HubSpot apart is its generous free offering. Particularly beneficial for start-ups and small businesses, the free call center CRM for business provides essential features and capabilities. This enables young companies to enhance their customer service without bearing the burden of additional costs. With HubSpot, businesses can take the first step towards efficient customer management, setting a strong foundation for future growth.

Best for: This is a call center CRM for small businesses and startups looking for a cost-effective solution

Price: Free (Paid plans, such as CRM Suite from $1,600/month for a team of 5 paid users)

Key features:

• Full view of the sales pipeline: Helps in managing the sales process effectively and efficiently.
• Email tracking: Allows businesses to monitor opened or unopened emails and gauge customer engagement.
• Prospect tracking: Enables tracking of customer interaction history, aiding in personalized service delivery.

Key Integrations:

• Gmail
• Outlook
• Slack
• Zapier

Pros:

• Free plan offers substantial functionality
• User-friendly interface
• Strong marketing tools

Cons:

• Advanced features require paid plan
• Limited customization options

User Reviews: 4.4 out of 5 on G2.

3. Freshdesk

Freshdesk is a vibrant contact center CRM software solution that brings a refreshing, gamified approach to the often-pressured realm of customer service. This innovative platform incorporates elements of play into its system, turning routine tasks into engaging activities. As such, Freshdesk not only makes the process more enjoyable for service agents but also contributes to productivity and morale.

In addition to its unique gamification, Freshdesk is celebrated for its robust multichannel support. By consolidating interactions across various channels into a single platform, it simplifies customer service management. Combined with a suite of user-friendly features, Freshdesk CRM solution for contact centers empowers businesses to streamline their operations and elevate their customer service experience

Best for: Businesses seeking to enhance customer support with gamification

Price: From $15/user/month

Key Features:

• Multichannel support: Enables customer interactions across different channels, including email, phone, chat, and social media.
• Gamification: Gamified metrics and leaderboards promote healthy competition among customer service reps, enhancing productivity.
• Smart automations: Automates repetitive tasks, letting agents focus more on customer interactions.

Key Integrations:

• Google Workspace
• Slack
• Microsoft 365
• Zapier

Pros:

• Gamification features boost agent productivity
• Easy to set up and use
• Excellent customer support

Cons:

• Reporting could be more customizable
• High-tier features can be pricey

User Reviews: 4.4 out of 5 on G2.

4. Zoho Desk

Zoho Desk represents a harmonious blend of affordability and functionality, making it an appealing CRM solution for budget-conscious businesses. Its economical pricing structure does not compromise on the quality or variety of its call center CRM features, allowing businesses to benefit from a comprehensive suite of CRM tools without straining their finances.

Noteworthy for its capabilities, Zoho Desk is particularly suitable for businesses that require robust Contact Center CRM functionality at an accessible cost. By facilitating efficient customer interaction management, data collection, and analytics, it offers excellent value for money, making CRM deployment feasible and beneficial even for smaller businesses.

Best for: Small to midsize businesses seeking affordability without sacrificing functionality

Price: From €14/user/month

Key Features:

• Ticket management: Helps manage customer tickets efficiently, providing timely responses.
• Multi-department support: Enables seamless collaboration between different departments, aiding in issue resolution.
• AI-powered assistance: Assists with customer queries, providing quick, automated solutions.

Key Integrations:

• Google Workspace
• Microsoft 365
• Zapier

Pros:

• Affordable pricing structure
• Easy to use with a clean interface
• Solid customer support

Cons:

• Limited customization options
• Certain features require a learning curve

User Reviews: 4.4 out of 5 on G2.

5. Apiway.ai

Apiway.ai holds a distinctive position in the call center CRM software market with its unique focus on free API integrations. This feature-rich tool is pioneering in the sense that it empowers businesses to automate their processes, making it possible to establish seamless communication between various software applications.

The automation capabilities offered by Apiway.ai not only bring about improved operational efficiency, but they also pave the way for significant time savings. By eliminating manual data entry and facilitating automated workflow, this CRM software allows businesses to channel their resources into more strategic areas, thereby driving productivity and growth.

Best for: Small to medium-sized businesses looking for easy CRM integration and process automation

Price: Free with ads, from $9/user/month for premium

Key Features:

• Robust API integrations: Allows businesses to integrate with various applications, improving process efficiency.
• Automation: Helps automate repetitive tasks, boosting agent productivity.
• Task management: Enables efficient task tracking and management, enhancing overall operational efficiency.
• User-friendly interface

Key Integrations:

• HubSpot
• Gmail
• Mailchimp

Pros:

• Great for automating workflows
• Easy to use
• Wide range of integrations

Cons:

• Might lack some advanced features
• Newer in the market

User Reviews: 4.6 out of 5 on G2.

6. Zendesk

Zendesk is a prominent player in the CRM space, distinguished by its intuitive user interface and robust ticketing system. The call center software is developed with a focus on improving customer service operations, offering agents an easy-to-navigate platform that significantly eases their workflow.

Apart from its user-friendly design, Zendesk also shines in its commitment to efficient problem resolution and enhanced customer engagement. Its solid ticketing system allows for effective tracking and management of customer inquiries, thereby leading to quicker resolution times. This emphasis on streamlined communication directly translates into happier customers and more productive customer service teams.

Best for: Medium to large businesses seeking robust ticketing and customer service features

Price: From €49/user/month

Key Features:

• Robust ticketing system: Helps manage customer tickets efficiently, ensuring timely responses.
• Multichannel support: Allows customer interactions through various channels, including email, phone, chat, and social media.
• Knowledge base: Provides a self-service option for customers, reducing agent workload.
• In-depth analytics and reporting

Key Integrations:

• Slack
• Microsoft 365
• Google Workspace

Pros:

• User-friendly interface
• Powerful ticket management
• Excellent customer support

Cons:

• Advanced call center CRM features may require a steep learning curve
• Higher cost for premium plans

User Reviews: 4.3 out of 5 on G2.

7. Dixa

Dixa is a b2b sales and communication customer service platform renowned for its superior multi-channel support. It is a comprehensive tool that cleverly brings together various communication channels, such as email, chat, messaging, and phone calls, into a unified interface. This enables businesses to manage and monitor their customer interactions seamlessly across different platforms.

Dixa’s greatest strength lies in its ability to facilitate personalized customer experiences. By centralizing communication channels, it provides agents with a holistic view of the customer, thereby enabling more tailored and responsive interactions. This capability makes Dixa an ideal solution for companies aiming to enhance their customer engagement.

Best for: Businesses looking to consolidate customer communication channels

Price: From $39/user/month

Key Features:

• Multichannel support: Offers unified customer interactions across different platforms.
• Customer insight: Provides comprehensive customer profiles, aiding personalized service delivery.
• Routing: Ensures customer queries are routed to the most suitable agent, improving resolution time.
• Customer recognition across channels

Key Integrations:

• Zapier
• Shopify
• Magento

Pros:

• Consolidates all customer communications in one place
• Excellent multi-channel support
• User-friendly interface

Cons:

• Pricing information isn’t readily available
• Limited third-party integrations

User Reviews: 4.2 out of 5 on G2.

8. TalkDesk

TalkDesk is a unique CRM platform that sets itself apart with its efficient self-service tools. These tools empower customers to find solutions to their problems quickly and independently. By providing customers with this autonomy, TalkDesk reduces the reliance on live agents for problem-solving.

Beyond customer empowerment, TalkDesk significantly enhances customer experience. It achieves this by promoting faster issue resolution and contributing to higher customer satisfaction levels. Additionally, by helping to reduce the load on customer service agents, TalkDesk also enables agents to focus their attention on more complex inquiries, thus optimizing overall operational efficiency.

Best for: Businesses aiming to improve customer self-service

Price: From $75/user/month

Key Features:

• Self-service tools: Reduces agent workload by enabling customers to find solutions to their queries.
• Omnichannel support: Offers seamless customer interactions across various channels.
• Agent performance reporting: Helps monitor agent performance, ensuring efficient customer service delivery.
• Call recording and quality management

Key Integrations:

• Slack
• Salesforce
• Zendesk

Pros:

• Powerful self-service tools
• Easy to set up and use
• Great customer support

Cons:

• Reporting functionality could be improved
• On the pricey side for small businesses

User Reviews: 4.4 out of 5 on G2.

9. Bitrix24

Bitrix24 stands out in the best call center CRM software space for its extensive integration capabilities, especially with social media channels. This unique attribute enables businesses to effortlessly manage customer interactions across multiple social platforms, thereby providing a unified customer experience.

For businesses that prioritize active engagement on social platforms, Bitrix24 is an invaluable tool. It provides the means to maintain consistent and effective communication, fostering better relationships with customers. The platform also supports businesses in capturing valuable customer feedback, thus paving the way for continuous improvement in service delivery.

Best for: Businesses looking to manage customer interactions through social media

Price: Has a free plan, paid plans start from $49/month (temporary offer, usually $61)

Key Features:

• Social media integration: Enables efficient management of customer interactions across various social platforms.
• Task management: Helps track and manage tasks efficiently, improving productivity.
• Contact management: Allows organization and tracking of all customer contacts in one place.
• Telephony and live chat

Key Integrations:

• Google Workspace
• Microsoft 365
• Mailchimp

Pros:

• Extensive social media channel support
• Wide array of features
• Free version available with basic features

Cons:

• Can be complex to use initially
• Advanced features require paid plans

User Reviews: 4.1 out of 5 on G2.

10. Five9

Five9 has established itself as a leading provider in the call center CRM solution realm. Renowned for its robust and versatile functionality, it caters to diverse business needs, making it a reliable choice for companies with hotlines of all sizes.

The platform’s scalability is another distinguishing feature. As your business grows and customer interactions increase, Five9 can adapt and expand to meet the evolving demands. This aspect makes it a dependable partner for businesses aiming for growth, ensuring that their customer service needs will continue to be met even as they expand.

Best for: Businesses of all sizes looking for scalable cloud-based contact center software

Price: From $149/team/month

Key Features:

• Scalability: Adapts to increased call volumes and customer data, ensuring efficient operations during business growth.
• Omnichannel routing: Enables seamless customer interactions through various channels.
• AI-powered assistance: Provides automated solutions for customer queries, improving resolution time.
• IVR with speech recognition

Key Integrations:

• Salesforce
• Zendesk
• Microsoft Teams

Pros:

• Highly scalable solution
• Strong omnichannel capabilities
• Reliable cloud-based infrastructure

Cons:

• Pricing is not transparent
• Learning curve for some features

User Reviews: 4.0 out of 5 on G2.

How to choose a CRM for a call center?

When it comes to getting a CRM software for a call center, there are several critical factors you need to consider. Here are our top six recommendations:

1. Understand your business needs: Prior to browsing through the multitude of CRM options, you need to grasp your business needs. Determine what problems you are seeking to resolve with the call center CRM system, and match these with the capabilities of potential CRM solutions.

2. Consider the user interface: Opt for a CRM that offers a user-friendly interface. Keep in mind, your team will use this software daily, so a convoluted, non-intuitive interface can hinder productivity.

3. Check out CRM integration capabilities: The CRM you choose should blend seamlessly with the other systems you currently use, such as email, telephony, or ERP systems. The correct will enhance your existing infrastructure, not complicate it.

4. Look for customization options: Every business has its unique needs. A quality contact center CRM should provide customization options that allow you to tailor it according to your specific business needs.

5. Double-check the vendor’s customer support: Make sure to examine the vendor’s customer support services. You want to ensure that in case of any issues or queries with your call CRM, there is a knowledgeable and responsive support team available.

6. Evaluate the pricing: While it’s crucial to find a call center CRM software that meets your needs, pricing is an equally important aspect. Seek a CRM that offers a balance between cost and features, ensuring it fits within your budget. Remember, the most expensive CRM may not necessarily be the best for your business.

Features to look for in a contact center CRM software

In an increasingly competitive business landscape, selecting the right CRM system for your contact center can make all the difference. With a myriad of offerings in the market, it is crucial to identify and prioritize key features that align with your business needs. Here are eight indispensable features you should consider when choosing your CRM:

1. Customer interaction tracking

A fundamental aspect of call center CRM solutions is their ability to track all customer interactions. This extends beyond just phone calls, encapsulating emails, social media engagements, live chats, and any other form of communication. This comprehensive overview empowers your agents with crucial context and understanding about customer issues and requirements, enabling them to provide better service.

2. Integration capabilities

Your chosen call center CRM software should be able to seamlessly integrate with existing systems and software in your business. These include telephony systems, email platforms, social media channels, and more. Effective integration promotes smooth workflows and enhances productivity, removing redundant tasks and fostering a unified system.

3. Real-time analytics and reporting

Insights derived from customer interactions are a valuable project management tool for shaping your business strategy. Hence, your call center software should offer real-time analytics and comprehensive reporting capabilities. With access to current and accurate data, you can make informed decisions that can elevate your service delivery and customer satisfaction.

4. Contact management

The ability to organize, track, and manage all customer contacts effectively is a cornerstone feature for any call center CRM system. This centralization of customer data facilitates efficient information retrieval, promoting more personalized and effective customer interactions.

5. Multichannel support

Today’s customers engage with businesses through a variety of channels, from social media to emails and phone calls. A versatile call center CRM software should provide multichannel support, enabling your agents to manage customer interactions across different platforms from a unified interface. This ensures a consistent and seamless customer experience, regardless of the communication channel.

6. Automation

CRM software should assist in automating routine tasks such as data entry, follow-ups, and sending notifications. Automation not only increases efficiency but also reduces the likelihood of human error. By automating mundane tasks, your agents can devote more time to delivering quality customer service.

7. Customization

Every business is unique, with distinct operational requirements. Thus, your call center CRM application should be flexible and allow customization of features, workflows, and interfaces to cater to your specific needs. A CRM that can adapt to your business is more likely to offer long-term value.

8. Сall recording

As your business grows, so does the complexity and volume of customer interactions and helpline call loads. Your CRM system should be capable of storing the conversations with your clients, accommodating increasing customer data and providing continued efficient service. Call recording ensures your investment is future-proof, improving call management and maintaining all the information on your fingertips as your business expands.

By focusing on these crucial features, you can select the best CRM for your call center that will align with your business objectives and propel your customer service to new heights.

Getting CRM software for a call center is a key to success

CRM software for call centers is more than just a tool; it’s a strategic investment that has the potential to transform the way your business operates. By significantly boosting your efficiency, it allows your team to manage customer interactions more effectively. Moreover, with enhanced process automation and data organization, your team can focus more on meaningful, value-added tasks, creating a more productive work environment.

Furthermore, the right contact center CRM system offers a comprehensive, 360-degree view of your customers. This holistic perspective fosters personalized service, which is key in today’s customer-centric business environment. Enhanced customer satisfaction and loyalty are direct outcomes of such personalized attention, setting your business on a path towards greater heights.

The post 10 Best Contact Center CRM Software 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.

How will it help my business?

Discover how our SIP trunking solution can transform help your business:

1. High volume call handling: Call centers with high inbound and outbound call volumes benefit from SIP ability to handle multiple calls over a single trunk, enhancing call handling efficiency.
2. Dynamic call capacity scaling: In peak seasons or promotional periods, it allows call centers to quickly scale up their call capacity without the need for additional physical lines and scale down just as easily when demand decreases.
3. Enhanced call quality: Trunking can provide superior voice quality compared to traditional telephony, which is crucial for maintaining professional standards in customer interactions.
4. Disaster recovery and business continuity: In case of local disruptions or disasters, trunking ensures continuity of call center operations by enabling rapid rerouting of calls to alternate locations or remote agents.
5. Network and infrastructure consolidation: Trunking allows call centers to consolidate their voice and data networks, leading to reduced infrastructure complexity and maintenance costs.
6. Integration with existing call center technology: Call centers can integrate SIP with their existing VoIP-based systems and Customer Relationship Management (CRM) software, enhancing the overall efficiency and effectiveness of their operations.
7. Customized call routing and management: Trunking enables advanced call routing, such as IVR systems and queue management, which are essential for efficient call center operations.

If your company handles a large volume of calls, you can consider implementing SIP Trunking to help you keep it flowing.

The post Take a SIP of MightyCall’s New Trunking for Call Centers 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.

• What is VoIP?;
• How does VoIP work?;
• VoIP protocols and standards;
• What equipment is required?;
• Is VoIP technology safe?;
• Best VoIP features;
• How much does VoIP cost?;
• VoIP vs landline;
• Advantages of VoIP;
• Disadvantages of VoIP;
• History of Voice over Internet Protocol;
• Understanding VoIP, SIP, and PBX differences
• What is the best VoIP on the market?;
• How to choose a service provider;
• Is VoIP the right communication solution for your business?

What is VoIP?

VoIP stands for Voice over Internet Protocol. It is a technology that enables voice communications and multimedia sessions over the Internet, bypassing traditional phone lines. It converts your voice into digital data packets for transmission over the web, providing a straightforward answer to making calls without a standard phone line.
Also known as IP Telephony, Internet Telephony, and Internet Calling, Voice over IP network was developed to solve several key problems:

• High Communication Costs: Traditional phone systems can be expensive, particularly for long-distance or international calls.
• Lack of Scalability: Traditional phone systems don’t easily adapt to business growth or contraction.
• Geographical Limitations: With standard telephony, your location often dictates your phone number and costs, making it less ideal for remote or international operations.

VoIP telephony addresses these challenges, offering a more flexible and affordable communication solution.

How does VoIP work?

The Voice over Internet Protocol system is fairly simple. You can either get into the details or look at the quick rundown of how it works:

1. Voice Capture: Your voice is picked up by a microphone.
2. Digitization: The analog voice signals are converted into digital data.
3. Compression: Data is compressed for easier transmission.
4. Packetization: Data is divided into small packets.
5. Routing: Voice data packets are sent over the Internet to their destination.
6. Decompression: Received data packets are decompressed.
7. Conversion: Digital signals are converted back to analog.
8. Voice Playback: The analog signals produce sound through a speaker.

VoIP protocols and standards

Voice over Internet Protocol relies on various other protocols and standards to ensure consistent communication over the Internet:

• SIP (Session Initiation Protocol): This is the primary protocol used for setting up, maintaining, and terminating real-time communication sessions like voice and video calls.
• RTP (Real-Time Transport Protocol): RTP is responsible for the actual delivery of audio and video data packets during the call. It works hand-in-hand with SIP to provide a complete communication experience.
• SDP (Session Description Protocol): Used in tandem with SIP, SDP is utilized for describing the multimedia components of the communication session, including the types of media supported and the VoIP network ports used.
• TCP (Transmission Control Protocol): While not Voice over Internet Protocol-specific, TCP is a core Internet protocol that guarantees the delivery of data packets to their destination, albeit with some latency.
• UDP (User Datagram Protocol): Another core Internet protocol but faster than TCP. It’s commonly used in virtual communication for quicker, albeit less reliable, packet delivery.
• H.323: An older standard that was one of the first to support multimedia communications over online networks. Although being gradually replaced by SIP, it’s still in use in some systems.
• MGCP (Media Gateway Control Protocol): This protocol is used for controlling telephony gateways from external call control elements, often seen in older, large-scale enterprise systems.
• H.248 (Media Gateway Control): This protocol, also known as Megaco, is designed to control media gateways on the borders of IP networks, including those in virtual communication, video, and other real-time communication services.
• G.711: This is an ITU-T standard for audio compression and decompression. It’s one of the most commonly used codecs in virtual communication, known for delivering high audio quality.
• G.729: Another audio codec standard that compresses voice data. It is designed for efficient data packetization to deliver high quality audio even over lower bandwidths.
• ITU T.38: This protocol is used for sending faxes over IP networks in real-time, which explains the facilitation of the transition of legacy faxing solutions to modern virtual communication infrastructures.

What equipment is required?

• A calling device: A device that supports an internet service connection and either has or can be connected to a microphone and speakers.
• Softphone: Software applications that transform your computer or smartphone into a VoIP phone, eliminating the need for dedicated hardware.
• Router: A strong and reliable router that can handle the VoIP traffic along with your regular internet usage is essential for quality service.
• High-speed internet connection: A stable and high-speed internet connection ensures better call quality either via WiFi or an ethernet cable. A bandwidth of at least 100 kbps per line is recommended.
• Analogue telephone adapters (optional): Connect your traditional landline phone to your virtual system, allowing you to use existing hardware with the new technology.
• Ethernet cables (optional): Сan be used to maintain a reliable connection between your VoIP phones and your network.

Is VoIP technology safe?

VoIP technology has come a long way in terms of security, but like any internet-based service, it’s not entirely immune to risks. Key points to consider are:

• Encryption: Many VoIP providers offer end-to-end encryption to protect your data and conversations.
• Authentication protocols: Strong authentication mechanisms, such as STIR/SHAKEN, can keep unauthorized users from accessing your account.
• Firewalls and security software: Utilizing specialized virtual firewalls and security software can significantly reduce vulnerabilities.
• e911 services: Modern virtual calling services often include enhanced 911 (e911) capabilities, ensuring that your location information is available to emergency services.

While virtual telephony can be secure, it’s essential to configure your system correctly and adhere to best practices in cybersecurity.

Best VoIP features

Understanding what VoIP is requires you to know the multitude of features virtual systems offer:

Toll-free and local numbers

VoIP systems offer a range of number types to suit your business needs. Local numbers are ideal for businesses targeting specific geographic areas, while toll-free numbers, usually starting with 800, 888, or similar codes, let your customers call you free of charge, increasing your company’s accessibility.

SMS and MMS

Engage with your customers through text messaging and bring that experience to a whole new level by sending images, videos, and documents. SMS and MMS capabilities make your marketing campaigns more dynamic and accessible to a wider audience.

International numbers

Expand your global reach. VoIP phone systems often provide the option to obtain international numbers, facilitating communication with overseas clients without excessive costs.

Caller ID and CNAM

With Caller ID, your company’s name appears when you call someone, adding a layer of professionalism. CNAM features go a step further, allowing you to see who is calling, which is particularly useful for differentiating between personal and business calls.

Call management and routing

From basic call forwarding to advanced features such as multi-level IVR and automatic call distribution (ACD), VoIP systems offer a multitude of options to route calls efficiently. This ensures that callers are directed to the most appropriate agent or department.

Mobile app

Online phone services often come with Android and iOS apps, allowing for convenient communication while on the go. Receive and make calls, check voicemails, and maintain customer relations from anywhere.

Call analytics & monitoring

Understanding call metrics is crucial for improving service quality. Features such as live call monitoring, real-time analytics, and detailed agent reports provide useful insights into your call center’s performance.

Integration & automation

VoIP integration with CRM systems like HubSpot, Salesforce, and Zoho, as well as automation services like Zapier, can organize and improve your workflow. This connectivity boosts efficiency by centralizing data and automating repetitive tasks.

User & team management

Managing a large team is easier with features like user extensions, roles & permissions, and specialized workspaces for agents and supervisors. These functionalities offer a tailored experience, ensuring that team members have the resources they need to excel.

Conference calls and do not disturb mode

The ability to host conference calls facilitates team collaboration. Meanwhile, the do not disturb mode allows you to focus on tasks without interruption, allowing you to effectively manage your availability.

How much does VoIP cost?

Navigating the maze of VoIP costs can be challenging, but knowledge is the key to making informed decisions. Whether you’re a solo entrepreneur or running a large enterprise, VoIP offers a scalable solution that fits various budgets:

• Free Plans: Basic features with limited security measures.
• Average Users: Around $20/month for a balanced range of features.
• Enterprise Plans: Can scale into several hundreds per month for advanced functionalities.

Additional Costs:

• Monthly or Annual Subscriptions: Varies depending on features; $25-$50/month on average.
• International Call Fees: Typically ranges from $0.02 to $0.20 per minute.
• Setup Fees: One-time fee, usually around $50-$100.
• Equipment Costs: Varies widely, but anticipate around $100-$200 per phone.
• Add-ons and Feature Upgrades: Can range from $5 to $25 per feature, per month.

In comparison, traditional landline services often come with hardware, installation, and maintenance costs that can make them less economical than virtual phone systems. For a more comprehensive look at costs, check out our pricing page.

VoIP vs landline

When it comes to choosing a communication method for your business or personal use, the choice often comes down to VoIP or a traditional landline. Both have their merits, but they differ in functionality, cost, and flexibility. Below is a comparative table that illustrates the difference between these two technologies to help you make an informed decision.

Voice service offers advanced features and exceptional pricing options, but depends on a stable internet connection. On the other hand, landlines are generally reliable and straightforward but can be costly and less versatile. Understanding the features that are most important to you or your business can guide you in choosing between Voice over IP and landline.

Advantages of VoIP

Cost-efficiency

Often using VoIP means cost savings. Traditional phone systems require complex installations and are often burdened by costly long-distance charges. Virtual telephone service removes these issues by using the internet, thus lowering your overall communication expenses.

Scalability

As your business grows, so can your virtual system. Traditional setups usually require hardware adjustments for new lines or locations. With online phone systems, scaling up or down is as simple as clicking a button, making it highly advantageous for businesses with fluctuating needs.

Mobility

The flexibility of online phone services is another major perk, allowing you to stay connected from anywhere with internet access. This feature is particularly valuable for remote workers and businesses with multiple locations, as it ensures uninterrupted VoIP communication.

Advanced features

Online phone services offer more than just voice calls. Video conferencing, instant messaging, and file sharing are some of the advanced features readily available, enriching your communication experience. These functionalities often come as part of the package, making VoIP a one-stop-shop for various communication needs.

Reliability

Despite early concerns about internet dependency, VoIP phone services have proven themselves to be defined as reliable communication channels. Many providers offer uptime guarantees and have backup measures in place to reroute calls in case of outages, ensuring consistent and dependable service.

Each of these advantages contributes to making virtual communication a compelling choice for both small businesses and large enterprises looking to optimize their communication systems.

Disadvantages of VoIP

Internet dependency

Virtual communication’s major drawback is its reliance on a stable internet connection. Slow or unstable internet can lead to poor call quality, delays, or dropped calls. Businesses operating in areas with limited connectivity will find this to be a significant hurdle.

Power outages

Traditional landline phones often work during power outages because they have their own power supply. Virtual systems, on the other hand, go down when there’s no electricity unless you have backup power systems in place. This could be a crucial issue for businesses that require constant communication.

Security concerns

Like any technology that operates over the internet, an online phone system is susceptible to cybersecurity threats, such as hacking and data breaches. While providers are continuously improving security features, businesses must still be proactive in implementing additional layers of security to protect sensitive information.
VoIP offers numerous advantages, but these drawbacks are worth considering. It’s essential to weigh the pros and cons and assess whether the potential issues are deal-breakers for your specific needs.

History of Voice over Internet Protocol

The 1990s

The roots of virtual communication can be traced back to the early 1990s, a decade marked by rapid technological advancements. Below is a table that encapsulates key developments during this period:

The 2000s

The 2000s saw virtual communication gain mainstream recognition and acceptance. Technological advancements made it more reliable and accessible:

Future

Looking ahead, virtual calling shows promising avenues for growth and improvement:

• AI Integration: Artificial Intelligence could further refine voice recognition and analytics.
• 5G and Beyond: The advent of faster and more reliable networks will improve call quality and may introduce new features we can’t yet conceive.
• IoT Collaboration: Integration with Internet of Things (IoT) devices can make VoIP more versatile, functioning as part of a broader network of smart devices.

The trajectory of VoIP calling suggests a continued data trend towards ubiquity, integration, and enhanced functionality, making it an indispensable tool for future communications.

Understanding VoIP, SIP, and PBX differences

While virtual communication serves as the overarching technology allowing voice communications over the ethernet and broadband, SIP and PBX are specialized components within this framework. Understanding their unique roles can clarify the broader landscape of digital communication.

Session Initiation Protocol (SIP): SIP is a signaling protocol used to control multimedia communication sessions. It’s like a set of rules that dictates how virtual telephony should be initiated, maintained, and terminated. SIP is responsible for connecting, monitoring, and disconnecting sessions in a virtual communication network. If virtual communication is the general highway for internet-based calls, SIP is the traffic management system that ensures vehicles (data packets) travel smoothly and reach their destinations without issues.

Private Branch Exchange (PBX): This is an internal telephone switching system that manages incoming and outgoing calls for a company’s internal users. A PBX is equipped with features like call holding, voicemail, and call transferring. Traditional PBX systems worked with landline phones or digital phone lines, but modern PBXs are increasingly integrated with virtual communication to manage calls over the internet.
In summary, VoIP communication is the foundational technology for making calls over the internet. SIP is a protocol within virtual communication that manages the call sessions, and PBX is an internal system used within enterprises to manage their various telephony needs. Each plays a distinct yet interconnected role in the realm of digital communication.

What is the best VoIP on the market?

Selecting the best VoIP phone for you largely depends on your unique business telecommunication needs. Below is a mini-list featuring three different VoIP providers that cater to various scales and requirements.

MightyCall

MightyCall is made for call centers and small to medium-sized businesses, offering a range of features, such as toll-free numbers, call routing, and voicemail-to-text. With a user-friendly interface, it aims to make communication seamless and efficient.

Pros

1. Highly customizable
2. One of the best customer support services on the market
3. Impressive feature set

Cons

1. No built-in video conferencing
2. Limited integrations

Best for: Small to medium-sized businesses looking for a versatile feature-rich option with excellent support.

RingCentral

RingCentral is a solid option designed for large enterprises. It offers advanced features such as video conferencing, international calling, and a wide array of integrations with other business software.

Pros

1. Suits large enterprises
2. Well-known
3. Reliable customer support

Cons

1. Pricier than alternatives
2. Lacks a webphone, mini-CRM functionality, and an auto-receptionist among some other necessary features

Best for: Large enterprises needing a solid and scalable virtual communication solution.

Google Voice

Google Voice offers a free, basic VoIP calling service that is suitable for solopreneurs or businesses with minimal requirements. It provides straightforward features like voicemail, text messaging, and call forwarding.

Pros

1. Free for basic use
2. Easy to set up
3. Integrated with other Google services

Cons

1. Limited advanced features
2. Not suitable for larger businesses

Best for: Individuals and small businesses with basic communication needs.

Choose the one that aligns best with your business needs to get the most value out of your virtual communication solution.

How to choose a service provider

Selecting the right VoIP service provider is crucial for your business’s communication efficacy and efficiency. It greatly depends on what VoIP is used for. Here are the key factors to consider when making the final decision:

• Understand your needs: Before you start comparing providers, identify what your specific needs are. Do you need features like video conferencing, international calling, or call routing?
• Budget constraints: How much are you willing to invest in a VoIP service? Take into account not just the subscription cost but also potential additional expenses like setup fees, equipment, and overage charges.
• Ease of use: A complex system can be a nightmare for your team. Look for providers that offer intuitive, user-friendly interfaces.
• Feature set: Choose a provider that offers the set of features you need. This could range from basic features like call forwarding to advanced capabilities like call analytics and integrations.
• Reliability: A service that is often down is of no use. Ensure the provider guarantees high uptime, backed by a Service Level Agreement (SLA).
• Customer support: Opt for providers with robust customer support that is easily accessible through multiple channels, be it phone, email, or live chat.
• Scalability: As your business grows, your communication needs will too. Select a provider that can easily scale with your business.
• Reviews and recommendations: Don’t underestimate the value of customer reviews and recommendations. These can provide real-world insights into the pros and cons of a service.

Is VoIP the right communication solution for your business?

Throughout this article, you’ve learned about virtual telephony, its cost-effectiveness, versatility in features, and its edge over traditional landlines. Now you know how to choose the right VoIP provider, based on the factors ranging from feature sets to customer support. If your business seeks a powerful, feature-rich, and economical communication system, virtual communication certainly deserves consideration.
In case you’re looking for a perfect solution catering to the needs of small and medium-sized call centers, MightyCall brings to you a suite of exceptional features with unparalleled support and scalability.

The post VoIP Meaning: All About Technology, Calls, Network, and More first appeared on MightyCall.

• What is a VoIP system?
• What is CRM software?
• What is VoIP CRM integration?
• How does a CRM VoIP integration work?
• How to choose a VoIP for CRM integration
• Best CRM software you can integrate with VoIP
• Top VoIP systems for CRM integration
• How can businesses benefit from integrating VoIP and CRM?
• Things to avoid when thinking about CRM for VoIP integration
• VoIP CRM integration can make your business better

What is a VoIP system?

VoIP phone systems are communication solutions that allow voice calls to be transmitted over the Iternet instead of traditional phone lines. VoIP converts analog voice signals into digital data packets, which are then transmitted over IP networks. This enables businesses to make and receive calls using internet-connected devices such as computers, smartphones, or VoIP-enabled desk phones.

VoIP systems offer cost savings, scalability, flexibility, and a wide range of advanced features compared to traditional phone systems.

What is CRM software?

CRM software refers to Customer Relationship Management tools designed to help businesses manage and nurture their relationships with customers. This software provides a centralized database for storing customer information, tracking interactions, and managing sales, marketing, and customer service activities.

By choosing the right CRM for key tasks, organizations can gain valuable insights into their customer base, improve customer satisfaction, and optimize their sales processes.

What is VoIP CRM integration?

Integrating VoIP and CRM is the process of combining Voice Over IP technology with CRM software to create a seamless communication and data management solution.

A VoIP integration with CRM enables businesses to synchronize their call data, client information, and communication history between the platforms. In other words, this type of integration allows you to use information recorded in your CRM for outbound marketing and high-quality communications with customers and teammates.

How does a CRM VoIP integration work?

CRM VoIP integration involves the coordination of various components to enable smooth communication and data exchange between the services. Here is an overview of how this works:

1. API integration: For starters, both VoIP and CRM must have compatible Application Programming Interfaces (APIs) that allow for data exchange. These APIs establish a connection between the two systems, enabling seamless integration.
2. Data synchronization: Once the API integration is in place, the services synchronize their databases to ensure that customer information, call logs, and communication history are up to date in both systems. By syncing your VoIP phone system with CRM you will be able to get accurate reporting and analysis.
3. Automatic call logging: During incoming and outgoing calls, the CRM system captures call details, including caller ID, call duration, and call outcomes. This information is automatically logged into the CRM platform, eliminating the need for manual data entry.
4. Click-to-call functionality: With integration, users can initiate calls directly from the CRM by clicking on a phone number. This feature streamlines the calling process and reduces the need to switch between applications.
5. Caller information pop-up: When an incoming call is received, the CRM system retrieves customer data associated with the caller ID and displays it in a pop-up window. This allows employees to access relevant customer information and provide personalized service without delay.
6. Call recording and transcription: CRM and VoIP system integration often includes the ability to record calls and transcribe them for future reference. These recordings and transcriptions can be attached to customer records in the Customer Relation Management system, providing a comprehensive view of customer interactions and facilitating quality assurance and training processes.
7. Task automation: Integration enables automation of certain tasks based on call events. For example, after a sales call, the system can automatically create follow-up tasks or schedule appointments in the CRM software, ensuring that important actions are not overlooked.
8. Enhanced reporting and analytics: VoIP & CRM integration enables powerful reporting and analytics capabilities by combining call data with CRM data. Businesses can generate detailed reports on call volume, call duration, conversion rates, and customer satisfaction metrics. These insights help identify trends, evaluate performance, and make data-driven decisions to improve business strategies.

It is important to keep in mind that your CRM capabilities will ultimately depend on the type of CRM that you use and the type of VoIP that you go with as well.

How to choose a VoIP for CRM integration

When selecting a VoIP for CRM integration, you should keep the following factors in mind:

1. Make sure the integration is compatible: Ensure that the service provider you choose offers you to integrate the VoIP system with the CRM you prefer. Check for official integrations or APIs that allow data synchronization and call management within the CRM system.
2. Look for a rich feature set: Evaluate the features offered by the VoIP system, such as call routing, call recording, call analytics, and real-time access to customer information during calls. Choose a system that aligns with your business requirements and enhances your CRM processes.
3. You should be able to scale: Consider the scalability of the VoIP phone system to accommodate your business growth. It should have the capacity to handle increased call volumes and support additional CRM integrations as your business expands.
4. Choose a service with an intuitive interface: Look for a user-friendly VoIP system that simplifies the process of making and receiving calls, accessing CRM data, and managing call activities. Intuitive interfaces and seamless workflows contribute to better user adoption and productivity.
5. Consider a customer support quality: Choose a VoIP provider that offers reliable customer support. Prompt assistance and technical guidance are crucial for resolving any integration issues and ensuring smooth communication operations among your support team.
6. Do not neglect security and compliance: Prioritize a VoIP that provides robust security measures to protect sensitive customer data. Compliance with industry standards, such as GDPR or HIPAA, may be necessary depending on your business requirements.

Best CRM software you can integrate with VoIP

When it comes to integration, several leading CRM solutions offer seamless compatibility and integration options. Here are some of the top platforms offering CRM integration with VoIP:

1. Salesforce

Salesforce is a widely used CRM platform that offers comprehensive features for sales, marketing, and customer service. Its integration capabilities with VoIP systems allow for call tracking, call logging, and real-time data synchronization. Integration with Salesforce is supported by MightyCall.

2. HubSpot

HubSpot is a popular CRM software known for its robust marketing and sales automation capabilities. Integrating HubSpot with VoIP systems enables call tracking, call recording, and automatic call logging, providing valuable insights for sales and marketing teams. MightyCall also supports integration with Hubspot.

3. Zoho CRM

Zoho CRM is a feature-rich CRM platform. With Zoho CRM integration, businesses can automate call logging, track call history, and access customer information during calls, empowering their sales and customer service teams. MightyCall supports integration with Zoho.

 4. Microsoft Dynamics 365

Microsoft Dynamics 365 is a comprehensive CRM solution. It enables businesses to enhance their customer interactions by providing real-time access to customer information, call logs, and call recordings within the CRM platform.

5. SugarCRM

SugarCRM offers flexible CRM solutions that can be easily integrated with phone systems. By integrating SugarCRM with VoIP, businesses can streamline call management, automate call logging, and access customer data during calls, improving their overall customer engagement.

 6. Zendesk

Zendesk is a customer service and support platform. With Zendesk integration, businesses can automatically log customer calls, access call recordings, and leverage customer data to provide personalized support.

7. Freshworks CRM

Freshworks CRM, formerly known as Freshsales, supports service collaboration of VoIP and its CRM software to level up business communication and customer management. It allows businesses to track and log calls, access call recordings, and sync call data with customer records, enabling more efficient sales and customer service processes.

Top VoIP systems for CRM integration

Here are brief reviews of some top virtual phone systems that provide VoIP-CRM integration capabilities:

1. MightyCall

MightyCall is a cloud-based VoIP service that provides comprehensive communication solutions for businesses. It offers integration options with popular CRM platforms like:

• Salesforce
• HubSpot
• Zoho CRM
• Zapier

Best for

Small and medium-sized businesses

Pricing

All prices are per user/month:

• Core: $15
• Pro: $20
• Enterprise: Contact them

Pros & cons

2. Dialpad

Dialpad is a modern cloud communication platform that offers VoIP and CRM integration. It seamlessly integrates with CRM solutions such as:

• Salesforce
• HubSpot
• Zendesk

Best for

Small businesses

Pricing

All prices are per user/month:

• Standard: $15
• Pro: $25
• Enterprise: Contact them

Pros & cons

3. Nextiva

Nextiva is a VoIP service provider that offers integration options to streamline communication and customer relationship management. It integrates with CRM platforms like:

• Salesforce
• Zendesk
• Hubspot

Best for

Small businesses

Pricing

Nextiva’s pricing works differently from the others, since prices are all different depending on the size of your business. If your business is on the smaller side (5-19 employees), the prices are (all per user/month):

• Essential: $21.95
• Professional: $25.95
• Enterprise: $35.95

Pros & cons

4. RingCentral

RingCentral is a cloud communications and collaboration platform that provides VoIP CRM integration. It integrates with popular CRM solutions such as:

• Salesforce
• Microsoft Dynamics 365
• Sales Nexus

Best for

Medium-sized businesses

Pricing

All prices are per user/month:

• Core: $20
• Advanced: $25
• Ultra: $35

Pros & cons

5. JustCall

JustCall is a cloud-based phone system that offers CRM and VoIP integration. It integrates with popular CRM platforms like:

• Salesforce
• HubSpot
• Zapier

Best for

Medium and larger-sized businesses like contact centers

Pricing

All prices are per user/month:

• Standard: $24
• Premium: $48
• Custom: Talk to them to get a quote

Pros & cons

How can businesses benefit from integrating VoIP and CRM?

Businesses can optimize their communication strategies, strengthen customer relationships, and drive growth when they figure out how to integrate VoIP into CRM.

Using VoIP with CRM software brings numerous other benefits that can significantly impact your business operations and customer interactions. Here are some key advantages:

• Enhanced customer experience: You can access comprehensive customer information during calls, enabling personalized interactions and efficient issue resolution. This leads to improved customer satisfaction and loyalty.
• Improved sales efficiency: Integration allows for automatic call logging, eliminating manual data entry and saving valuable time for sales representatives. The ability to initiate calls from the CRM platform and access call records also enhances sales efficiency.
• Streamlined workflows: CRM VoIP integration facilitates seamless data synchronization between the services, eliminating the need for duplicate data entry and ensuring that customer information is consistent across platforms.
• Better sales and marketing insights: By combining call data with CRM analytics, businesses can gain valuable insights into customer behavior, preferences, and buying patterns. This information helps optimize sales and marketing strategies for better results.
• Improved collaboration: VoIP integration fosters collaboration between teams by providing a centralized platform for communication and customer data. This promotes better coordination and enables teams to work together seamlessly.
• Cost savings: VoIP systems are inherently cost-effective, and integration with CRM adds further value by reducing administrative overhead, eliminating manual processes, and optimizing resource utilization.

Things to avoid when thinking about CRM for VoIP integration

With the plethora of VoIP-CRM integrations available, there are not only things to look for – there are also things to look out for. Here are some to keep in mind:

1. Not understanding why you need it: A lot of time, with new technology, people decide they need it just because, instead of figuring out why. And with something like CRMs, which are tailor-made to different needs, just wantonly choosing can be a big mistake.
2. Expecting that one CRM will solve your issues: When picking a CRM, it’s important to remember that while it will help you, you’ll need a lot more than that to succeed. That’s why MightyCall offers so many great features that can give you the tools you need.
3. Changing your strategy: A CRM should be a tool for you to be able to carry out your vision; you should not have to shape your vision to fit a service. There are so many CRMs out there – one will surely be a match for what you want to achieve.
4. Not asking your team what they need: CRMs are supposed to fill a gap in terms of what you can accomplish. But the folks accomplishing that thing–be it sales or customer service–probably know what they need. So ask them! Make sure to bring everyone into the process if it can help you make a better selection.
5. Not taking full advantage of offerings: A CRM may be designed for a given task, but there may be lots of ways that you can use that. Be sure to look up different ways to use your CRM successfully so that you leave nothing crucial on the cutting room floor.

VoIP CRM integration can make your business better

Integrate your VoIP service with your CRM and unlock limitless possibilities. When you run a business, it’s important to leave absolutely nothing on the table. If you have the chance to improve customer communication or teamwork, you should leap at it.

So, what is VoIP CRM integration? It’s something that lets you embrace the power of integration to optimize your communication strategies, strengthen customer relationships, and unlock the full potential of your business.

The post VoIP CRM Integration: How it Works and the Benefits it Brings first appeared on MightyCall.

This article will feature the fundamentals of what call center coaching is, some tips on training agents and examples on how MightyCall’s capabilities can improve customer facing experiences and team performance.

Table of contents:

• What is call center coaching?
• 10 tips to train a successful call center agent
• How MightyCall can help
• Why is Call Center Coaching important?

What is call center coaching?

Call center coaching is the process of training, guiding, and mentoring call center agents to improve their communication skills, problem-solving abilities, and overall performance. This form of coaching aims to enhance agents’ customer service skills, enabling them to provide a better experience to callers and contribute positively to the company’s reputation and bottom line.

Coaching is typically conducted by experienced team leaders or supervisors who possess in-depth knowledge of call center operations, industry best practices, and the company’s policies and procedures. Effective coaching involves identifying performance gaps, setting clear objectives, and providing constructive feedback to help agents grow and excel in their roles.

10 tips to train a successful call center agent

Training a successful call center agent involves a combination of theoretical learning, practical exercises, and ongoing coaching. Here are some steps to follow:

Provide comprehensive onboarding
Begin with a thorough onboarding process that covers the company’s mission, values, and culture, as well as an introduction to the call center’s software, systems, and tools.

Develop product and service knowledge
Ensure agents have a strong understanding of the products and services they will be discussing with customers, including their features, benefits, and potential issues. You can do this by organizing weekly product training sessions for your employees.

Focus on problem-solving
Help agents develop strong problem-solving skills by teaching them to identify issues, ask the right questions, and provide appropriate solutions.

Practice with role-playing exercises
Use role-playing scenarios to give agents hands-on experience in dealing with various customer situations and challenges.

Use real-life examples
Share examples of successful calls and customer interactions to help agents understand what excellence looks like.

Monitor and evaluate performance
Regularly assess agents’ performance through call monitoring, customer feedback, and key performance indicators (KPIs) such as First-Call Resolution (FCR), Average Handle Time (AHT) and Customer Satisfaction Score (CSAT) to identify areas for improvement.

Set clear expectations
Establish clear expectations regarding performance standards, KPIs, and desired behaviors. If you keep track of your call center’s progress, share goals and implement new strategies, this way your agents will be kept informed and aware of what’s expected from them.

Offer continuous coaching
Provide ongoing coaching to reinforce learning, address performance gaps, and support agents in their professional development.

Provide constructive feedback
Offer specific, actionable feedback on agents’ performance, highlighting both strengths and areas for improvement.

Foster a supportive environment
Create a positive, supportive atmosphere where agents feel comfortable discussing their challenges and seeking help.

How MightyCall can help

Call monitoring is a valuable technique for contact centers to enhance agent performance. MightyCall has a wide range of call monitoring methods that can be used to help agents improve, they include:

• Call Listening, where supervisors listen to live calls and provide feedback later
• Call Barging, where supervisors join ongoing calls to assist agents
• Call Recording, which involves reviewing recorded calls at a later time
• Call Whispering allows supervisors to communicate with agents during calls without the customer’s knowledge
• Call Intercept involves supervisors taking over the conversation directly with the customer after disconnecting the agent.

A supervisor can mix the methods depending on the situation. Employing Call Monitoring methods helps contact centers optimize agent performance and deliver exceptional customer service.

Why is call center coaching important?

• Ensures consistent, high-quality customer interactions that reflect positively on the company’s image.
• Improves agents’ communication and problem-solving skills, leading to better customer experiences.
• Boosts agent performance: Helps agents meet and exceed KPIs and other performance metrics.
• Supports professional growth and development, contributing to higher job satisfaction and retention.
• Streamlines call center operations by identifying performance gaps and implementing targeted coaching strategies.
• Helps agents stay up-to-date with evolving industry trends, technologies, and best practices.

MightyCall provides comprehensive contact center solutions that help supervisors to train agents efficiently. With the advanced call center features and analytics, MightyCall equips you with the resources to develop top-performing agents.

Take a look inside the service by requesting your free demo or starting a free trial today.

The post Call Center Coaching: a Guide on How to Help Agents Thrive first appeared on MightyCall.

How Business Tools Can Help Your Organization?

• Streamline operations: Tools for business, such as project management software and customer relationship management (CRM) systems, help organize and automate various processes, reducing manual effort and improving overall efficiency.
• Enhance collaboration: Small business tools like team messaging apps and document sharing platforms facilitate better communication and collaboration among team members, enabling seamless sharing of information and ideas.
• Improve decision-making: The best business tools in the realm of data analytics and reporting software enable businesses to collect, analyze, and visualize data, which aids in making more informed decisions and uncovering valuable insights.
• Boost customer satisfaction: Online business tools, including customer service software and feedback management systems, help organizations address customer concerns, gather feedback, and enhance the overall customer experience, fostering loyalty and repeat business.
• Support scalability: As a business grows, adopting the right tools can simplify tasks, automate processes, and enable seamless integration with other systems, ensuring your organization is well-equipped to handle increased demands.

In the SMB market, the best advisors are those who know small business challenges inside and out.

That’s why we asked solopreneurs, small business owners, and marketing managers from around the world to share and review their favorite cloud tools, so you can hand-pick the ones perfect for your team.

Asana: “Communicating with my team, wherever they are”

Overview: Asana is a project management and collaboration business tool best suited for remote or mid-sized teams. This tool allows business owners and managers to assign tasks to team members and effortlessly check on the status/progress without the need to email back and forth for information. Asana ought to be on the PC and mobile device of every smart entrepreneur managing distributed teams and freelancers/contractors.

Recommended by: David Miles, Co-Founder & CMO, WiseMee

Pricing: Free basic account for teams up to 15 people
Mobile app: Yes
Difficulty: Simple-Medium depending on specific needs

BigCommerce: “[A platform] ready to step up when we are”

Overview: One of the top e-commerce platforms, BigCommerce is a great way to launch an online store or sell a product/service. With targeted solutions for wholesale, B2B, multi-channel and international commerce, it’s a flexible, modern platform. Features include storefront design, conversion, and multi-marketplace support (sell on Facebook, Instagram, Amazon, eBay).

Recommended by: Max Dirnfeld, owner and CEO, Toner Buzz

Pricing: from $29.95/month
Mobile app: Yes
Difficulty: Medium

ClickFunnels: “The seamless sales funnel tool”

Overview: Any business website is designed to sell a product, a service, ar an idea. A service like ClickFunnels allows you to market via an optimized sales funnel. What is a sales funnel? On a basic scale, it is an organized series of automated marketing messages and landing pages that cater to individual client needs and contain a targeted call to action. A simple sales funnel can optimize conversion by 300%.

Recommended by: James Canzanella, Owner, Isolated Marketing Nights

Pricing: from $97/month
Mobile app: Yes
Difficulty: Simple

Dubsado: “This tool tackled my imposter syndrome”

Overview: Dubsado is a real find for a small business owner. In the CRM arena populated by enterprise giants such as SalesForce, Dubsado was created to answer small business needs.  This Customer Relationship Management (CRM) platform is well-known among entrepreneurs for its 24/7 support and all-in-one CRM functionality. It features client portals, invoicing, contracts, proposals, automated emails, and handy templates for all your marketing needs.

Recommended by: Sarah Ashlock, Content Writer, Solopreneur

Pricing: from $35/month for 1-3 users
Mobile app: No
Difficulty: Simple-Medium depending on specific needs

Freshbooks: “I can’t imagine my life without it”

Overview: Freshbooks is invoicing and accounting software for business. Among its great features are integrations with many platforms any business owner/manager is already using. If you’re new to business but have to manage the accounting yourself, Freshbooks has good customer support and videos to get you started. The mobile app will be handy for checking sent and received payments on the go.

Recommended by: Colin Ma, Founder, OC Tech Alliance 

Pricing: from $15/month
Mobile app: Yes
Difficulty: Simple-Medium depending on specific needs

G Suite Business: “One cannot beat the Google Apps Platform”

Overview: G Suite, also known as Google Apps for Business, is a budget-friendly Cloud alternative to solutions like Microsoft Office. It features all the tools needed to manage projects with the team, instantly share and edit documents, slides, presentations, and complete to-do lists in real-time. G Suite also features corporate G Mail, team chat, and even a web builder of its own. Best of all, all G Suite apps are mobile, allowing your team to collaborate on projects on the go.

Learn more about G Suite Pros, Cons, and Alternatives.

Recommended by: Jonathan Faccone, Founder, Halo Homebuyers LLC, Halo Redevelopment

Pricing: from $6/month per user
Mobile app? Yes
Difficulty: Piece of cake

Invision: “The best way to collaborate on design projects together”

Overview: Invision is a tool built specifically for designers and design-oriented businesses. It is created for prototyping, design management, and collaboration. Team collaboration is a standout feature of Invision that lets designers keep the conversation going through sharing and comments. Invision also has great design education resources including design chats, podcasts, webinars, and design community support & inspiration.

Recommended by: Malte Scholz, CEO and Co-Founder of Airfocus

Pricing: Free to try out with 1 prototype. Business plans start from $15/month
Mobile app? Yes
Difficulty: Medium

MightyCall: “Keep business and personal calls separate”

Overview: A cloud-based VoIP phone system for small business, MightyCall takes care of small business communication like no other — from choosing/porting in a toll-free, local, or vanity number to setting up professional calling features. These include call forwarding to multiple devices, privacy settings, team collaboration, customer experience tools, and mini CRM included. MightyCall will also help your business get rid of annoying spam and robocalls. Learn more about the fantastic benefits of Cloud telephony for small business.

Recommended by: Sandra Balzola, Red Sand Studios, LLC

Pricing: from $19.99/month for unlimited users
Mobile app: Yes
Difficulty: Simple

Mailshake: “Quite easy to learn and use”

Overview: Mailshake is a tool for automating cold email marketing. If the term “cold email” sounds uninviting, that’s because emails sent to users who had no prior contact with your product/service (so-called “cold” emails) are often taken for Spam. For this reason, attracting clients with cold marketing is a headache (but a necessity) for any startup. A designated cold marketing tool like Mailshake automates outreach, sets tasks to complete, and provides you with necessary analytics, giving “cold emails” the warm, human touch.

Recommended by: Kevin Rodrigues, Founder, Gardening Mentor

Pricing: starting at $39/month per user
Mobile app? No
Difficulty: Simple

MASV: “No worries and no commitments”

Overview: MASV solves the IT problem most businesses run into at one time or another: sharing and collaborating on massive files (up to 5 TB). While this challenge can be more or less frequent depending on your industry, MASV is the cloud tool that will have your back in case of need. Since massive file sharing is a vital but not everyday kind of problem for most businesses, it’s good to know that MASV works without a subscription.

Recommended by: Amanda Murray, Digital Marketing Manager, seoplus+

Pricing: Pay as you go, $0.25/GB
Mobile app? No
Difficulty: Piece of cake

Mio: “Keep chatting on your tool of choice”

Overview: Mio helps distributed teams bring corporate chats into a single place. Instead of optimizing time by heaping all your business chats onto a single dashboard, Mio offers a different kind of experience. Running in the background, it lets Slack, Microsoft Teams, and Webex users find and message each other from their preferred app. Even if you’re on Slack and your colleague is on Teams, you’ll see their message and reply without leaving Slack. It is especially handy for business owners managing distributed/remote teams and freelancers.

Recommended by: Dominic Kent, Director of Content Marketing & Communications, Mio

Pricing: $3/month per user with special conditions
Mobile app? N/A
Difficulty: Simple

Orderhive: “Helps in streamlining the ordering process”

Overview: Orderhive is a multi-channel inventory management tool for e-commerce and retail. Oderhive takes care of all the aspects of commerce like purchasing, ordering, shipping, inventory management, warehousing, returns, etc. Importantly, it lets both physical store retailers and online store owners fully automate order fulfillment, shipping, purchase & return management, putting a lot of productive time back where it belongs.

Recommended by: Krishna Jani, Marketing Executive, Orderhive

Pricing: from $44.99/month
Mobile app: Yes
Difficulty: Medium

QuickBooks: “Great value and dependable”

Overview: QuickBooks is cloud accounting software for small to mid-sized businesses. Features include expense tracking, invoicing, accounting reports, cash flow management, automatic backups, bank-level data security, and unlimited support. Small business owners will also appreciate the mobile app which lets you create and issue invoices from your phone, among other key features.

Recommended by: Alex Williams, Owner, Hosting Data UK

Pricing: from $15/month
Mobile app: Yes
Difficulty: Simple

QuickFMS: “Space management in a better way and less time”

Overview: Effective facilities management or space management is something large offices and teams struggle with as they juggle between peace of mind, productivity, and space economy. QuickFMS is a cloud tool that lets managers distribute and allocate space in real-time (to employees, specific departments, or project needs) so everyone is at their most productive. It will be useful for large teams in busy sectors like PR, advertising, digital marketing, and sales.

Recommended by: Ajay Prasad, CEO, GMR Web Team

Pricing: Schedule demo
Mobile app: N/A
Difficulty: Simple

Trello: “A really easy way to manage and plan multiple projects”

Overview: The favorite cloud tool of project managers worldwide, Trello brings Kanban-style visual boards inside your PC and phone. Create a visual board for your project and keep all tasks up to date with to-do lists and cards shared with your team. Trello makes it fun and simple to collaborate on projects and keep procrastination down to a minimum. Its free plan and fantastic mobile app make Trello a must-have tool for every business.

Recommended by: Ben Taylor, Founder, HomeWorkingClub

Pricing: Free plan available
Mobile app: Yes
Difficulty: Piece of cake

Vacation Tracker: “Employees need only a few seconds to request leave” 

Overview: VacationTracker is a Slack integration that makes managing employee leaves, vacations, and days off a breeze. Instead of filling out applications that have managers manually double-checking vacation overlap for each team member, Vacation Tracker simplifies the tasks for everyone. Employees can request leave by answering a few short questions in the app, and managers will instantly see how this time-frame compares to other team members’ vacations. Vacation Tracker is currently available only for Slack but integrations with G Suite and Microsoft Teams are coming soon.

Recommended by: Luka Arezina, Co-Founder, DataProt.net

Pricing: $25/month for up to 50 users
Mobile app: No
Difficulty: Piece of cake

Tools for Business Your Way

After reviewing various tools for business that other companies enjoy, it’s crucial for businesses to carefully assess their unique needs and goals. Identifying the right set of tools that align with your organization’s objectives is essential for enhancing productivity, streamlining operations, and facilitating growth. By taking a strategic approach to selecting and implementing these tools for business, you can unlock new opportunities, optimize efficiency, and ensure long-term success for your organization.

The post Best Business Tools That Boost Your Productivity first appeared on MightyCall.

In this article we cover:

• What is Google Voice?
• How Does Google Voice Work?
• The Two Plans Comparison
• Pricing & Plans Overview
• Features Difference Between Two Options
• Users and Locations Comparison
• Pros & Cons of the Business Plan
• Pros & Cons of the Personal Plan
• Making the Right Choice

What is Google Voice?

Google Voice is a wireless phone service provider, giving its customers from select countries a phone number for local calls, texts, and voicemail. Naturally, it can be synced across the devices of choice: computers or smartphones. It has all the basics covered: spam filters, black list function, call forwarding, back-ups, voicemail transcriptions, alongside extra features available for purchase, such as international calling.

How Does Google Voice Work?

Being a VoIP service, Google Voice uses Voice Over Internet Protocol to transfer calls and messages. It is a tie-free fully virtual calling system that allows you to call from wherever you are. In VoIP, voice is transformed into a digital signal that is passed over the internet, connecting people with other users. All you need is:

• A device: computer, smartphone or tablet;
• Stable internet connection: the Wi-Fi or a data plan.

Google Voice account provides free PC-to-phone calling within the US and Canada and free PC-to-PC audio and video calls worldwide. Depending on the plan, the customer gets a virtual phone number, allowing for a full replacement of a sim card. There are two main options you will be choosing from; read more about them below.

Google Voice Personal vs Business Comparison

Google Voice Personal

This type of account is available on Android, iOS, and the web, providing its customers with free limited phone call functionality. Meanwhile it cannot provide you with a virtual number, it includes an integration with mail and calendar, making it best for:

• Individuals who like to have the option of calling others via the internet or a computer for individual convenience reasons;
• Freelancers who need to handle and organize multiple calls from clients on the device of their choice;
• Small businesses that do not have a large volume of calls;
• Solopreneurs who manage their orders and customers on a tight schedule;
• Anyone who enjoys the freedom of calling via the internet and multiple devices rather than being attached to the cell phone and cell service.

What are the main uses for the Personal account

1. Economy: Making a free phone call within the US. For example, if you need to talk to some customer support that will leave you hanging for an hour and you do not want to pay for it;
2. Scheduling: making a call schedule through integrating it into the calendar: if you want to make a few calls at once;
3. Privacy: making sure that your own phone number remains private and unknown;
4. Back-up: being able to use any phone or computer, so if you lose your phone and need to make a call from your laptop, you will be able to.
5. Travel: when you go from one state to another, your service quality will depend on the internet connection, not cellular service.

Google Voice Business (Google Workspace)

The Google Voice for Business is a paid subscription-based service that provides you with a free phone number (or multiple for an extra fee) and an extensive functionality (voicemail, SMS ability, and other), which is its greatest advantage. The users can communicate on any internet-enabled web-linked phone line, making it an excellent option for companies and the professional Google Voice service.

This option is best for:

• Growing small businesses: manage the small client base and other business communications in an organized way;
• Middle size businesses: have your team members handle the communication with the clients via multiple devices within one system;
• Solopreneurs: handling a large volume of communication in an organized manner (this option also includes text messages);
• Small research projects that require data collection via surveys.

What are the main uses for the Business option?

• Texting and calling: communication with customers or other services;
• Having a custom area code and privacy for your telephone numbers: being able to contact others without revealing your location or having to use your private non-business phone number;
• Keeping records of business calls for documentation and follow-up purposes.
• Organization: being able to have everything in one place and not get lost in the multitude of contacts;
• Answering service for your telephone numbers: having an automated answering option that interacts with callers to prevent loss of clients.

Google Voice Personal vs Business Account: Pricing & Plans

When comparing the two Google Voice plans, it is important to note that the personal plan is absolutely free. It is not meant for large volumes of communication, rather than that, it is more of a feature for individual use. That means you are choosing between Google Voice free vs paid.

The Google Voice for Business option was developed specifically for companies that need to manage a larger volume of calls. It is divided into 3 different tariffs:

* Only calls from the GVoice app will show up as your Google number, dials from your mobile phone touchpad will use your caller ID.
All private data shared with Google.

MightyCall Solution

The Google phone system is good, but it has flaws, since unlike MightyCall, it has never been an independent business communication service specializing in virtual calls. MightyCall, however, has originally been focused solely on VoIP phone numbers and telephony (for over 15 years), which is why it offers more features (free on all the plans), such as toll-free/vanity phone numbers, extensions/call flows and HD audio quality.

It also has helpful customer support: daily 8 am to 8 pm EST phone, chat, 1-1 onboarding sessions and web customer support for anyone who needs assistance or wants free help with the set-up, which is why G2 named MightyCall the top VoIP customer support this year.

Features Difference Between Google Voice Personal and Business

The set of available features depends on the option you choose. Take a look at the table comparing the features of these options.

	Personal	Starter	Standard	Premier
Mobile apps: iOS and Android
Toll-free/vanity numbers
Call forwarding
International locations				Unlimited
SMS		Unlimited in the US	Unlimited in the US	Unlimited in the US
Voicemail-to-text
Do not disturb based on calendar working hours
Desk phone compatibility
Auto attendants
Caller ID (Google Meet Calls)
Ring groups
Conferencing calls
Call menus
Integrated web widgets
Extensions/call flows

MightyCall Solution

MightyCall clients have access to many features that GVoice is lacking. Choosing MightyCall (over GVoice) allows you to:

• Try toll-free/vanity numbers – included on all the plans;

• Jump on conference calls – MightyCall knows how important to have team calls to ensure everyone stays up-to-date;
• Check out HD audio quality – Google Voice doesn’t support top-notch HD audio for callers and relies on Wi-Fi, sometimes resulting in a faulty connection that will give your company an unprofessional reputation;
• Experience call flows and extensions – since GVoice was not originally developed as a wireless phone service provider, it does not have an option to have structured call flows or organization for telephone numbers;

• Enjoy the hands-down best customer support out there.

Google Voice Business vs Personal: Users and Locations

The difference between Google Voice Personal and Business is also in the number of users and locations. The Personal Plan is exclusively for the United States, meanwhile the Business plan has available telephone numbers in 13 countries/regions for callers:

• Belgium
• Canada
• Denmark
• France
• Germany
• Ireland
• Italy
• Netherlands
• Portugal
• Spain
• Sweden
• Switzerland
• United Kingdom

*Depends on the subscription type

MightyCall Solution

If you did not find the location you are interested in in the Google Voice list, MightyCall is your choice.

MightyCall provides a choice of 25 countries for international business phone numbers, including all countries from GVoice. You will get a choice from: Argentina, New Zealand, Australia, Philippines, Brazil, Portugal, China, Russia, Egypt, Singapore, France, South Africa, Germany, South Korea, India, Spain, Indonesia, Switzerland, Italy, Thailand, Japan, Turkey, Mexico, United Kingdom, Netherlands, and the United States of America.

Pros & Cons of Google Voice Business

When choosing between Google Voice paid vs free options, it is important to look at the multiple factors to be taken into consideration when choosing your professional communication platform:

Pros

• Price – the service is affordable and is within one of the best price offers within virtual phone providers;
• Port your phone number – for an additional $20 USD you can port your own number or use your Google Voice Number for free;
• Simple interface – the service has an amazing at UI;
• Growth – your business will grow once you switch from a sim card to a universal plan;
• G Suite – an integration will be intuitive and easy for companies using Google;
• Call screening – requiring vocal identification from your callers;
• Switch devices – devices can be switched during a call.

Cons

• Cannot port landline – if you want to port a landline number, you will have to transfer it to a mobile operator first;
• Privacy concerns – all the information will be stored on Google servers;
• No analytics – this service is yet to offer analytics to its clients;
• Limited features: requires Google Workspace for use, which is an additional purchase, so in a way it is an addition to the GWorkspace rather than an independent service;
• Hard-to-access customer support – the forum is the main means for communication between the customer support team and clients;
• Limited communication channels – only voice and text services offered, no conference calls or additional features.

Pros & Cons of Google Voice Personal

It is important to remind ourselves that this plan is absolutely free for individual use when looking at the pros and cons:

Pros

• Variety – this plan gives you an additional option on top of your cell phone;
• Professionalism – having the ability to keep all your calls dubbed on your computer will help you organize your work communication;
• Price – this version is completely free;
• Voicemail transcription – Google AI is a powerful tool that ensures quality in voicemail transcription;
• Calendar – adds your communication on your calendar;
• Flexibility – allows to work from any device or operational system;
• Security – provides you with a tool to protect your number from people you are calling.

Cons

• No emergency calls – you will not be able to reach 911;
• Limited locations – the feature only works in the US and with US telephone numbers;
• No virtual number – people will not be able to call you;
• Limited users – only one person can be using it;
• No organization – you will not have access to a put together hub with all the features and all call history;
• Limited communication channels – only voice services offered, no texting, MMS, conference calls or additional features.

Making the Right Choice: Google Voice Business vs Personal

Google Voice is an affordable and functional solution for both business communication and personal use, so depending on your needs, you can make the decision based on comparison. The VoIP solution provides a solid set of basic features for making virtual calls, but it lacks a few options you might need. If you do find yourself missing a few features or if you did not find what you need in the functionality of the phone service, we recommend trying the MightyCall solution.

MightyCall was created and perfected over the years specifically to meet the needs of small and medium companies when it comes to virtual telephony. It is also one of the most affordable options on the market of over 25 countries and is known to provide over-the-top customer support. Try it and see for yourself.

The post Google Voice Personal vs Business: Full Pricing & Feature Comparison first appeared on MightyCall.

However, GMB functionality is (for the most part) remaining intact. From now on, Google My Business is part of your Google Business Profile. Information previously accessed through the Google My Business app is now visible in Search and Maps.

The Google My Business app may be gone, but setting up and consistently updating your Google Business Profile remains as important (and simple) as ever.

Here’s how to get started as either a first-time user, or if you’re transitioning from the Google My Business App.

Navigate:

• What is a Google Business Profile (formerly Google My Business)?
• Why should I get a Google Business Profile?
• Who’s eligible for a Google Business account and who’s not
• What information do you need to create an account?
• How do you set up a Google Business Profile?
• How to improve your Google ranking

What is a Google Business Profile (formerly Google My Business)?

Halfway between a local Wikipedia and a digital storefront, a Google Business Profile (formerly known as Google My Business) is a big deal. A mini knowledge-base, it provides potential customers with visual cues (photos and video), information (contact info, website, live messaging), and reliability (reviews) all without leaving Google’s search console.

Even if your business goes without an office or store, the business listing will provide a tangible uptick in customers. The average Google Business listing yields over 1000 search views per month and 84% of those searches are discovery searches, which means if not for Google, those people could’ve never discovered the business.

Want to know if you’re eligible for a listing and discover Google Business’s secret features that can make your business leap out of the page? Read right on.

Why should I get a Google Business Profile?

The key feature of your Google Business account is the spotlight in local listings. With multiple research backing the unbelievable conversion stats of local searches, it’s no wonder that business owners are focusing on local SEO magic.

80% of local searches result in conversions (WebFX)

Google algorithms have a soft spot for local searches. Whenever a user searches for things like “pet supplies” or “moving services”, even if they don’t enter a specific location into the search field, Google will display local providers on top by default. This info is based on the user’s location which Google determines “based on your past activity”. (A user can see their location and tweak it by scrolling to the bottom of Google’s search results.)

For a business, this is fantastic news. Even if you don’t have a business website, a Google Business account guarantees that your service will come up in Google’s local search results. If you do have a business website, it’s an effortless boost to your SEO and a sure way for a business to drive traffic to its website without ads. You will also get analytics from Google on the visitation statistics for your website that the listing drives.

Who’s eligible for a Google Business account (and who’s not)

A Google Business Profile is good for everyone. But not everyone knows how to benefit from it. Many businesses think that if they have no physical storefront or office, they can’t get listed on Google. This is far from true.

In fact, anyone who provides local services  — whether the customer comes to you or you come to them, should get a Google Business listing. If you don’t have a physical location like a store or office but manage your business remotely such as from your home or garage, Google Business is necessary to show customers the kind of services you provide.

Who is eligible for a Google Business account

Anyone who provides person-to-person or local services in a certain area, even if they don’t have a storefront, is eligible for a Google Business listing. Here’s a sample list of services:

• Car dealerships
• Home improvement services
• Home & gardening services
• Real estate agents
• Local cafes, bakeries, and restaurants
• Hospitality industry
• Tour operators
• Insurance agents
• Cleaning services
• Healthcare providers
• Private practices
• Lawyers
• Educational services
• ATMs
• Video rental kiosks
• Express mail dropboxes
• Seasonal businesses
• Virtual kitchens

Who is not eligible for a Google Business account

• E-commerce stores without a local presence
• Digital businesses with 100% online presence
• Rental and vacation properties
• Services or classes housed at locations without owner’s permission
• Sales associates and lead generation agents/companies

59 median monthly actions are taken from a Google Business listing, with other half of those actions being website visits. (BrightLocal)

What information do you need to create a Google Business account?

Setting up a Google Business profile takes just a few minutes and it’s absolutely free. Here’s the info you’ll need to grab:

General information for your Google Business account

• Address (even if you don’t have one) –While Google Business asks for your business address, it’s only necessary to complete registration. Businesses that offer services door-to-door and don’t have an official office or storefront should just state their home address and hide it from public view in the next step.
• Operation hours  — List your working hours regardless of your physical store presence so clients know when you’re open for business communication. (Even if you don’t have a storefront or office).
• Offers — Adding special offers, promotions, and sales info can get your customers to decide in your favor when parsing through many similar businesses
• Menu — Restaurants/cafes should add menus to their Google Business listing. Not only does Google like detailed information in your profile to increase ranking, but this will guide customers who are hungry for what’s cooking at your place, right to your doorstep
• Photos and Videos — Go to Maps or Search and add photos, GIFs and videos to your Google Business listing. Be sure to use the opportunity with videos to stand out from competitors, since they’re great for converting leads.

Digital tools for setting up a Google Business account

• Phone number — A must-have part of your Google Business listing is your separate business number. For a local service or business, local and vanity numbers work best. A vanity phone number is the branded, easy to remember number (like 1-800 FLOWERS). It can be either toll-free or local. Here’s how to get a low-cost local or toll-free vanity phone number for your account.
• Website — If you have a business website, be sure to list it. Having a Google Business listing will boost your SEO and drive a considerable amount of monthly traffic to your website. If you don’t yet have a website, be sure to get one. Check out this DIY guide to website builders based on your industry and needs.
• Chat — Google Business offers chat functionality so clients can contact you with a touch of a finger on your  listing. To set up this feature, in your Google Business web profile enter the business phone number you’d like to receive texts to or find out how to get one.

How do you set up a Google Business profile?

First-time Google Business Profile users

If you’re a first-time Google Business user, you’ll need to set up your profile on the Google Business  website. Following that, your business info will appear in Search results, and you’ll be able to add and edit details right in Search and Maps (see below). You don’t need to download any other apps.

Transitioning from Google My Business to Google Business Profile

If you’re like most business owners, in March-April 2022 you woke up with a message from Google that your GMB app is going out of business any day now– or perhaps you missed the email and found out the hard way. The good news is that, apart from the roll-back of the Google My Business app, all of the familiar functionality will remain intact.

To edit your Google Business listing, make sure you’re logged into the Google account connected to your business. Next, go to Maps. Find  your company’s listing (in the Maps mobile app or in Chrome) and edit accordingly. You may also find your listing and edit it right in Google Search – you’ll see a new bar with your business information available for editing. Just remember to use Google Search from the Google account that’s tied to your business profile.

How to improve your Google Business ranking

Your Google Business ranking directly influences your outreach to clients, helps gain new leads, and drives organic traffic to your website.

To benefit from being displayed in the featured results in Google Maps, you can improve several factors.

Complete profile

Fill in as many details about your business as possible. Profiles with more details filled in rank in search results better and allow Google to provide users with the most relevant results. Don’t forget about photos and video. The average number of photos for a GMB listing is 11, so be sure to visualize your business or service for Google users. Adding a 30-sec video about your business will be the cherry on the cake.

People are 85 percent more likely to buy a product after viewing a product video. (WebDAM)

Reviews

Google Business allows people who come in contact with your business to leave reviews. This allows Google to display more trusted businesses with positive reviews on top.

88% of people trust reviews as much as personal recommendations. (BrightLocal)

Knowing the power reviews hold over potential customers, many businesses specifically ask past customers to leave Google Business reviews to improve their SEO. However, entrepreneurs warn against sending out automated requests for Google  Business reviews. Read why here. 

Note: Blog posts are no longer supported in Google Business. if you had blog posts as part of your Google My Business listing, you won’t see them displayed.

Bring your business forward with Google Business

If your business is eligible for a Google Business profile, think no further  — get one today! And be sure to personalize your page with all the above features that will convert visitors into customers, help drive organic traffic to your website, and increase business visibility in your locale.

Researching more ways Google can help your business? Complement with these indispensable Pros, Cons, and Alternatives to G Suite, and our complete guide to Google Voice for business.

For all small business owners, MightyCall created a phone system that’s out of this world fast, mobile, and budget-friendly. We’ll help your team talk business anytime, anywhere while saving up to 60% off landline costs. Our special offer makes it even easier to join. Check it out below or  learn more about VoIP!

The post No Storefront? Here’s Why You Still Need a Google Business Profile first appeared on MightyCall.

To qualify for this evasive business Zen, multipreneurs will benefit from digital tools that demand minimal investment but are wholly invested in all of their businesses. And to unravel these (and approach the matter from the tried and tested side), we asked multipreneurs who’re very good at balancing several businesses to recommend their favorite digital guides to multipreneur nirvana.

1. ClickUp

ClickUp is a cloud-based project management platform for communication, collaboration, task management, and real-time reporting. It includes features like Gantt charts, Kanban boards, sprint management, resource management, agile reporting, advanced time tracking and workload management. Plans range from free to enterprise, and the multipreneur’s optimal Business plan is priced at $9/user per month.

“ClickUp has allowed me and my team to eliminate all the other tools and truly integrate everything into one place. Helping us streamline tasks, projects, and hit all company deadlines.” — Whitney Kay

Usability rating: Medium

Recommended by: Whitney Kay, founder/CEO of Social Savvy Influencer — a brand and social media agency, leader of a 6-figure organization in the direct selling space. Whitney is also founder/CEO of Moss Management, LLC (a company founded by Whitney and her husband) and host of the UNOMOSS Podcast.

2. Superhuman Email

All the rage in Silicon Valley, Superhuman Email is the equivalent of a luxury email experience. Incredibly fast, with a gorgeous minimalist user interface, AI-powered inbox sorting, email tracking, Undo-send, and even unexpected bonuses like automatically generated social profiles of email contacts, it may just be love at first sight. The only downside is the $30/month cost of this chic app.

“I find it most useful to manage my inbox as between both businesses I get a lot of emails. Superhuman allows me to rapidly get through my inbox each day, schedule follow-ups, meetings, reminders so I can focus on the tasks at hand and organize what I need to get to for later.” — Nathan Engel

Usability Rating: Effortless.

Recommended by: Nathan Engel, Founder/CEO of The Rebbe’s Choice, a manufacturer of gourmet appetizing food products, and of consulting company NHE Consulting Co.

3. MightyCall

MightyCall is a virtual phone system for business that prioritizes mobility and personalizes the calling experience. Features include: multiple business numbers (toll-free, local, and vanity), compatibility with all internet-powered devices, business SMS, customizable voice menus, voicemail to text transcriptions, automatic call recording, built-in CRM, Zapier integrations, and team management. The $20/user per month business plan is perfect for multipreneurs who need to connect from 3–10 team members to their business phone system from any place in the world.

“Finding a single technology that could handle both [my] businesses in different states was a priority for us. For my web development business, I took an 800 number and a local number and for Windy City Parrot we have an 800 number that we ported over. [We kept the] local number for Chicago and also created a third number for Indiana so we could have a presence there. MightyCall has given us total freedom.” — Mitch Rezman

Usability level: Simple

Recommended by: Mitch Rezman is a multipreneur operating two businesses: an online web development business and national e-commerce store Windy City Parrot. Read Mitch’s story on building his national e-commerce business step by step: Windy City Parrot: Be Prepared to Pivot

4. Lucky Orange

Lucky Orange is a traffic tool for measuring how visitors engage with business websites. The app includes session recordings, dynamic heat maps to observe how visitors interact with your website’s dynamic elements, live chat, conversion funnels, surveys and analytics. Multipreneurs in the SMB sector will find its $20/month plan for managing 3 websites the optimal option.

“Every morning, the program gives me an email with a daily or weekly traffic report, as well as a source report highlighting places where traffic has grown. The dynamic heat maps and recordings are my favorite features of the tool. You may also watch recordings of people who clicked things on the page to get even more specific. When I’m looking at user engagement with forms or navigation, I’ve found these to be very time-saving and I can’t imagine
running websites for my multiple businesses without it.” — Lattice Hudson

Usability rating: Simple

Recommended by: Lattice Hudson. Lattice is the founder of Lattice & Co and a Business Coach, leadership mentor, and social sales expert.

5. Bonjoro

Bonjoro is a customer engagement tool that helps cultivate customer relationships through interactive videos at each stage of the customer journey. Includes a great mobile app for recording and sending videos on the go. If you don’t plan on recording over 50 videos per month, the $19/month plan may just be perfect for your businesses.

“I’ve used Bonjoro to personally reach out and develop relationships with software customers from the road and it has by far been the most potent with regards to impact. You’re pinged when a new customer comes through, and you just pick up your phone, record a short video, and hit send. Done!” — Josh Koerpel

Usability rating: Simple

Recommended by: Josh Koerpel, co-founder of Firebuilders.io and the founder of Funnelmappy.com.

6. Notion

Notion is productivity software combined to project and task management software. It’s a powerful cross-collaboration platform that encompasses Kanban boards, tasks, wikis, and databases, and can easily substitute a handful of project management apps. Check out the $8/user per month plan if you plan on collaborating with a team.

“The one tool that is the backbone of all my businesses. It allows me to keep track of all of my businesses including projects, playbooks, accounts, and processes. It makes it very easy to document details of my business that allow me to hire and outsource business processes and help me scale. Usability.. is mostly effortless. There are some very advanced capabilities that it can do for power users that are more of medium usability. But those functions are not required to get value out of the tool. — Chris Redrich

Usability Rating: simple, with advanced capabilities

Recommended by: Chris Redrich. In 2021, Chris left full-time employment to pursue scaling his side projects into businesses. He now runs three businesses: a web development agency, online business ‘Product Manager Jobs’, and freelance product management.

7. AHREFS

61% of B2B marketers agree that SEO and organic traffic generate more leads than any other marketing initiative. AHREFS may not be an “out of the box” tool but it’s one you grow into as you go. If you’re a multipreneur worried about generating organic traffic, taking over a niche industry, or keeping up with the competition, it will be your desktop tool. One of the priciest apps on this list, the ROI is indispensable if one or both of your businesses are online/digital. Plans start a $99/month for just 1 user + $30 per additional seat.

“I am constantly looking at the latest marketing trends specifically in the search results. AHREFS helps me quickly see where we are at with our SEO marketing efforts & plan out future growth opportunities for my businesses. Within 2 minutes I can see exactly where we rank on a keyword by keyword basis and determine what to focus on for the next month. It’s pretty easy to get started but does require some more in-depth SEO knowledge to take advantage of the advanced features.” — Josh Eberly

Usability rating: Medium, with advanced capabilities

Recommended by: Josh Eberly. Josh is the owner of a real estate investment company 717HomeBuyers and a digital marketing consultancy. Running an agency for years has lead Josh to co-launch a real estate investment firm in Lancaster, PA that specializes in generating motivated seller leads.

8. Timely

Timely (not to be confused with its pricy business management software alter-ego, Timely) from AI-powered developer of SaaS apps Memory.ai, is the tool that allows to track time, projects, teams, helping monitor time spent on a project, plan and control business budgets, and form a complete picture of your team’s performance and time. The starter team works for up to 3 teams and 50 projects and starts at just $8/user per month while the $14/user per month Premium plan is for unlimited teams monitoring and projects.

“Whether you bill for it or not, knowing how your company spends time is essential. Timely automates the time tracking process by automatically documenting everything your staff does. It drastically decreases time management overheads while also enhancing the accuracy of reporting and billing. Essentially no staff training is required to learn how to utilize it fully. It includes an easy-to-read calendar and can be accessed from any computer, mobile device, or phone.” — Abe Breuer

Usability rating: Simple

Recommended by: Abe Breuer — multipreneur, CEO and owner of VIP To Go and John To Go.

9. Tawk.to

Tawk.to Live Chat is WordPress-friendly live chat software. Multipreneurs love it because it can connect several business websites in a single dashboard, which makes for an incredible time-saver. This free app is especially key to the productive work of small teams and solopreneurs who manage several businesses.

“Being able to offer live customer service is really important for online stores. Customers often don’t have time to wait for email responses or to call a customer service phone line. Having a platform that allows instant, live Q&A across multiple stores is incredibly helpful for our customers and our team. As you can add multiple stores and live chat agents, you can control all of your live conversations in the one app. This streamlines the way you can instantly connect with your customers no matter what website they are visiting you from.” — Bol Varga

Usability rating: Simple

Recommended by: Bol Varga owns and operates three e-commerce stores ranging from Health and Wellbeing, Hobby and Leisure and Sustainable Fashion.

10. Slack

By 2022, only the lazy team hasn’t used Slack at least once in their lifetime. What you may not have heard about though, is cutting back on the apps you use by smartly integrating Slack with other channels. For example, multipreneurs and their teams can use Slack to dispose of several collaboration apps. Pricing on the Business plan suitable for multipreneurs is $12.50/user per month.

“We use Slack beyond the standard communication method. We use it as a centralized monitoring system. A special channel is connected to other apps like Zapier or Google drive, where a notification pops up if something important has changed. We have another channel that tracks website downtime and uptime. On the HR side, there is a dedicated channel for automatically showing who is on holiday.” — Jae Jun

Usability Rating: Simple, with advanced functionality

Recommended by: Jae Jun. Jae is a multipreneur who “lives and breathes the e-commerce ecosystem” and runs three businesses: SaaS business GorillaRoi, a content business, and an e-commerce store. Even managing three remote teams, Jae likes to keep his software tools essential to operate efficiently and cut out ‘excess fat’.

11. Basecamp

Basecamp is an online project management tool most often used for managing remote and distributed teams. It comes with message boards, to-do lists, document sharing, scheduling, and automatic check-in questions for remote team admins. Basecamp Business is a $99/month flat fee for unlimited projects and users.

“Basecamp serves as the central hub through which all branches of each [of my] businesses communicate, allowing me to communicate to each team through their own project page and schedule tasks accordingly. This tool is extremely beneficial for businesses that operate with employees and freelancers split up across the globe.” — Teresha Aird

Usability rating: Simple

Recommended by: Teresha Aird, SEO and e-commerce veteran currently splitting time between Offices.net, an online brokerage that connects businesses with flexible workspace, and Custom Neon, a globally dispersed retailer and manufacturer of custom-designed LED neon signs.

12. StudioCloud

StudioCloud is business management software for service-oriented businesses. Features include bookkeeping, client management, scheduling, invoicing, project management, marketing automation, online booking, and more. There’s a free version if you’re ready to handle the service by yourself or just want to get a hang of its basic features, but the most suitable plan with all add-ons is the $30/month Partner Boost.

“To manage both [my] businesses, I use StudioCloud. It .. helped me connect with the dealers, vendors, customers, partners, and clients in one place. It even had this opportunity for them to review our designs and send in their approvals. In addition, it helped me track my work, focus on several of my business projects and send in immediate invoices to keep the businesses running smoothly.” — Dan Barret

Usability rating: Simple

Recommended by: Dan Barret, CEO of Plutus Software Inc. a corporate grouping for legal, finance, and accounting purposes, and the co-owner of Pacific Precious Metals.

Final word

As wisdom has it, “Harmony makes small things grow. Lack of it makes big things decay.” In business, we can be bold enough to paraphrase: “A harmonious entrepreneurship experience is what makes small businesses grow. Lack of it makes big businesses decay”. And while harmony is a delicate work-life balancing act, with these helpful digital platforms, you can be confident about harmonizing all your businesses and growing a step closer towards your business Zen every day.

Want to go a step further towards multipreneur savings? Here’s how our very own business phone system helps connect remote workers into a single team and effortlessly communicate with clients from any spot in the world.

The post 12 Digital Tools for Multipreneur Zen: Manage More Than One Business Effortlessly first appeared on MightyCall.