Category

VoIP

Amazon phones to become a reality soon

By | Android, Apple, Managed Service, Managed Technology, VoIP

Amazon is setting its sights on the VoIP market again and will use its Alexa technology to launch a new phone system. Based on a new patent, users of Amazon’s artificial intelligence (AI) devices might soon be able to enjoy a smart speaker and phone in one. This won’t be the eCommerce giant’s first attempt at launching a wireless phone system, but this time it seems that they’re taking the time to develop the technology. Read on to find out more.

How it works

Amazon’s 3D-enabled Fire Phone was its first attempt at launching a smartphone, but it failed to set the mobile phone market ablaze. Based on the company’s recent voice-controlled phone patent, they are developing a smarter and more practical wireless phone technology, which will be integrated into their successful smart speaker devices, Amazon Echo, Echo Dot, and Echo Show.

The system will work by linking a mobile number to the Alexa devices, which would have a mechanism for notifying the user of incoming calls, answering calls via the smart speaker itself, as well as placing calls by giving commands to Alexa. What makes the Alexa-powered devices a compelling phone system is its ability to identify users based on a voice recognition system already built into the devices.

Note, however, that the mobile carrier would still be providing the communication service, with the Alexa device serving only as a medium, which is how most VoIP communications works.

What it means for your business

Amazon’s Alexa-powered devices are attractive for their voice-control technology. Although they did not pioneer it, they integrated it with devices that allowed them to go beyond what other AI devices can do. The Echo Dot, for instance, is especially useful to those who use a variety of Internet of Things (IoT)-enabled devices, such as lights, switches, and TVs, to name just a few.

Its voice recognition capabilities are also a cut above the rest, being able to recognize voice and adopt your speech patterns the more you use it. It can also serve as an all-around assistant in a room or in any office setting, helping you check the weather, send a message, or provide calendar event updates.

As Amazon develops its voice recognition technology for its Alexa-powered phones, it can be expected that this same technology would make it a formidable home or office phone system that can easily find contacts, screen callers, or conveniently set up conference calls — all by voice command. But as of now, Amazon’s patent is in the early stages of development.

There are plenty of communication options for your business, and although there’s nothing quite like the Alexa phones yet, there are plenty of viable substitutes that can suit your business’s communication needs. Call us today for VoIP option recommendations.

Published with permission from TechAdvisory.org. Source.

Avoid customer frustration with these tips

By | Business, Managed Service, Managed Technology, MSP, VoIP

Bad customer service is one of the reasons why customers switch to competitors. It often begins the moment they pick up the phone to report a service issue, only to end up getting frustrated with your phone system. Your on-hold message may seem inconsequential, but it can play a big role in your customer’s dissatisfaction. Avoid giving your customers another reason to switch by following these tips.

Use professionally recorded messages

A small nuisance like minimal static might not cause annoyance, but an unprofessional on-hold message certainly will. Banking on in-house resources such as your employees recording your on-hold messages might seem cost-efficient, but the poor quality of the recording could backfire.

To avoid this, hire professional voice talents for your company’s Interactive Voice Response (IVR) systems. They’ll enhance your company’s brand by conveying messages in a professional, friendly, and pleasant manner. Professionals have impressive enunciation and exceptional voice skills, and they’ll record messages using high-quality equipment.

Keep callers engaged with pleasant on-hold music

Your company’s on-hold music should be relaxing, well modulated (not too loud or too soft), and on-brand. If you don’t have the right recording equipment, hire professionals. Otherwise, your message may end up sounding distorted and the recording may produce static. It’s a small thing, but it can spell the difference between keeping customers and driving them away.

Offer an easy way to speak to a person

To solve time-sensitive issues such as overcharged billing or an ongoing service issue, customers would rather speak to someone who can reverse a charge or file an urgent customer report. Businesses that rely too much on recorded messages that spin a complex web of voice prompts risk frustrating their customers.

Companies that deal with a large volume of inquiries can combine the efficiency of an IVR and personalized assistance by offering an option that lets callers quickly get connected to a customer service representative.

Provide clear, useful information

According to a study, 83% of customers prefer human interaction over automated channels when solving customer service issues. Nevertheless, IVRs offer an efficient way to dispense non-critical information such as business operating hours, special offers, and minor account updates.

Automated responses also offer an appreciable value to businesses that need to funnel their most important customer service calls into the right customer support channels. When deploying an IVR system, your on-hold messages should provide information that’s up-to-date, concise, and useful.

Some of these issues can be solved using advanced VoIP solutions that not only automate and upgrade your customer support functions, but also turn it into a superior messaging system that can appease unhappy clients. Call us now for VoIP solutions that will help you integrate these tips into your customer support system.  855.476.6347

Published with permission from TechAdvisory.org. Source.

How 5G data will change VoIP

By | Android, Apple, Google, Managed Service, Managed Technology, MSP, Office, VoIP

Our craving for data seems to increase every year, fueling the constant advancements in wireless technology. The latest is 5G, an abbreviation for the fifth-generation wireless systems, and it is set to transform VoIP for the better. Here are three ways it will do that.

Improved video conferencing
The major factor holding web and video conferencing back is how fast current networks can transmit data. Fortunately, innovations like Web Real-Time-Communications (WebRTC) and 5G networks will enhance VoIP for businesses. Providing open and stable streaming as well as sufficient transfer speeds will soon allow businesses to accommodate higher quality, even 4K and 8K resolution videos.

Virtual and Augmented Reality
With 5G network speeds, virtual and augmented reality will become more common for small- and medium-sized businesses. 5G will blow past 4G’s Gbps (gigabits per second) limit, which is currently holding back the adoption of VR and AR applications.

VR and AR need to process significantly more visual data because of the freedom of movement they allow, and this puts an enormous strain on mobile networks. 5G is also set to ensure a better user experience by lowering latency levels that simplify and smoothen daily business operations, preventing network delays from affecting your bottom line.

Mobile VoIP
VoIP calls rely heavily on sufficient download and upload speeds. For example, when mobile VoIP users on 4G networks are limited to 12Mbps upload and 2Mbps download speeds, they experience unstable and poor call connectivity and clarity. These limitations could also lead to packet loss, which happens when one or more “packets” of data traveling across a computer network fail to reach their destination, typically caused by network congestion.

When businesses decide to adopt the up-and-coming 5G network, businesses can expect to see significant improvements when it comes to VoIP. Ensure the success of your SMB with increased network speeds, better call quality and conversations with consistent connectivity. If you’re looking to set up a VoIP system for your business, call or email us today!

Published with permission from TechAdvisory.org. Source.

Enhance customer service through video chat

By | VoIP

Online video chat turns stiff customer service interactions into a more personal experience. Seeing the person you’re talking to makes for a more substantial conversation. With that in mind, businesses ought to integrate such a function if they want to make significant changes to the way they handle customer inquiries. Despite the obvious advantage, few companies have adopted an online video chat functionality. It’s predicted that by 2018, that will change.

More visuals, better service

Unlike other customer service platforms such as phone, online chat, social media, and email, online video chat is highly personal and markedly interactive. The advantage is obvious: Customers see the person they’re talking to, which lends a greater sense of urgency and professionalism to a conversation. Businesses looking to improve their customer satisfaction rating can also benefit from a video-enhanced customer service capability.

That is not to say that an online chat or other ‘less visual’ modes of communication are insufficient in handling or managing complaints or queries. For some businesses, certain product or service inquiries could benefit from a visual demonstration, such as fixing a malfunctioning electronic equipment or assembling furniture. A video chat can also be massively beneficial to customers seeking help for an extremely technical computer issue.

Not all customers, however, would opt for a video chat to get assistance, but having it as an option is definitely going the extra mile. Having a video option also expands the customers’ options and increases their confidence in your capacity to assist.

Is online video chat really necessary?

Some companies aren’t eager to adopt a video-based customer service functionality due to several factors, such as costs associated mostly with staff training and contact center structure improvements. Despite being the least personal of all customer interactions, interactive voice response systems are still preferred by many because they’re cheaper to implement and maintain.

Other hurdles include inconsistent video chat quality and customer preference. The ubiquity of other platforms such as social media also poses a barrier to adapting video chat. Why spend money hiring extra staff and expend effort adding video capabilities when you can have anyone on the team log on to Twitter — for free — and solve complaint tickets?

Despite widely recognizing customer service and experience as a competitive differentiation, many businesses still resist video technology. For small- and medium-sized firms with limited resources that are therefore slow to adjust to new changes, this is understandable. Nevertheless, exploring video chat’s potential can undoubtedly enhance their customers’ experience, and, in time, prove invaluable.

As with many advances in unified communications technology, it wouldn’t be surprising if online video chat decimated other VoIP services and became the new norm rather than a budding trend. Do you want to explore the various features of your existing VoIP systems for your business? We make it simple…really!  Call Simpatico Systems today at 855-476-6347.

Published with permission from TechAdvisory.org. Source.

Internet Technology – The Misunderstood Managed Service

By | Hardware, Managed Service, Managed Technology, MSP, Security, Virtualization, VoIP, Web & Cloud

Written By:  Fabienne McGeever

Where clients pay a fixed monthly rate to manage their entire IT infrastructure/Network. NOT!

That is the first of many misunderstood statements the IT Managed Services Provider, known by the acronym “MSP,” industry faces today.  I remember the days when anything computer related, I would call up my sister and ask her for help.  We would spend hours trying to figure something out and she would ask me a barrage of questions that I didn’t know the answers to.  I would say, but you work with computers!  Enough said.  There is hardware, software, networks, VPN’s, domains, servers, data centers, storage, versions and levels and then there are third party vendors and partners with all kinds of areas that are a specialization unto themselves.

There are other times when an MSP misrepresents or avoids speaking directly to what they will actually be doing for you.  For example, they may offer a back-up solution but fail to explain what is indeed being backed up and where. You are thinking “I’m covered”.  Not always the case as there are different levels of backup solutions from local to external to off site.  Different devices and storage capacity.  You need to know what data is being backed up, where and how often. All businesses should have a disaster recovery solution in place so that should something catastrophic happen, the business can easily recover and get “back to business” with minimal data loss.

Typically the client and the MSP are bound by a contractual, service-level agreement(s) that states the performance and quality metrics of their relationship.  The agreement should address a range of issues related to cost, quality and timeliness of service, remote and/or on-site support and the recovery risks.  An in-touch business person will understand completely what is being accomplished and how much they are paying for the level of service being provided.  A good estimate for this is 4% of the business revenue costs yearly, so make sure this is in the budget.

A well-intended MSP offers many services including communication i.e.: email, VoIP phones, workstation support, backup solutions, security solutions, and facilitation with third party applications.  An MSP assumes responsibility for providing a defined set of activities and tasks for its clients either proactively or, as the MSP, for a certain product.  The services configure in many variations based on the client’s needs and budget.

Hiring an MSP facilitates streamlining of processes, outsourcing services and redesigning systems so a business owner worries less about IT and focuses on running/growing their business.  The decision to hire a MSP that can remotely monitor and manage your computer network is a no-brainier. The managed service provider improves efficiency, reliability, security, and maintenance — all while lowering costs.  The slogan “pay now or pay later” comes to mind.  What will you do?  Give Simpatico Systems a call.  We are here to help!  855.476.6347 Read more about us at Why Simpatico Systems. 

About the Author: Fabienne McGeever is a middle child/twin in a family of ten children.  She gained the unique perspective to see both sides and get along with most. She loves snow skiing, the beach “in any form,” and glamping. Fabienne lives in Santa Clarita, CA and serves as a Corporate Admin/Client Relations Liaison for Simpatico Systems.  Contact her directly:  fabienne.mcgeever@simpat.co