Did you know that customer data breaches alone cost businesses an average of $4.45 million per instance?  

Many of these breaches stem from overlooked vulnerabilities in business communication system. You could be sending unsecured emails, making unencrypted VoIP calls, or mishandling customer data without even knowing.  

Every minor violation can result in financial penalties and expose sensitive information to cybercriminals. These compliance risks have the potential to cause reputational damage and operational disruptions. 

Today, we uncover some of the hidden compliance risks lurking in your communication channels and explore effective strategies to stay compliant and secure. 

What Is Compliance Risk? 

Compliance risk includes the legal penalties, financial loss, or reputational damage you might face if you fail to follow certain regulations. They can be your country’s law, the standards set by a regulating authority like the FCC or your company’s internal policies. The risk applies to all organizations, whether public or private, profit or nonprofit, state or federal. 

Managing HIPAA compliant voip risks requires staying informed about industry regulations, as well as state and national standards. Regulatory agencies like the Occupational Safety and Health Administration (OSHA) frequently update guidelines across various industries. Meanwhile, laws such as the Health Insurance Portability and Accountability Act (HIPAA) are examples of industry-specific regulations that continuously evolve.

Want to go beyond compliance? Explore how a robust cx strategy can turn your communication systems into trust-building customer touchpoints.

Why Compliance Risk Is a Real Threat? 

Ignoring compliance requirements isn’t just risky—it can be detrimental to your company’s survival. Here are the key reasons why compliance risk is a significant threat:

1. Legal & Liability Concerns

Failure to comply with legal mandates can result in lawsuits, sanctions, and even criminal charges. Regulatory bodies such as the Telecom Regulatory Authority of India (TRAI) or the General Data Protection Regulation (GDPR) authorities impose stringent rules. Non-compliance can lead to long-lasting legal battles. 

To stay safe, you must ensure your operations align with such international and regional laws. A single misstep could lead to litigation and disrupt your operation leading to financial losses. 

2. Data Security

If you haven’t been living under a rock, you know that data breaches make headlines almost every day. Hence, complying with data protection laws has become even more crucial. Regulations such as the California Consumer Privacy Act (CCPA), and India’s Digital Personal Data Protection Act (DPDPA) require strict security measures to safeguard customer data. 

Failing to comply with these regulations can lead to massive data leaks, resulting in fines, customer distrust, and loss of business. As cybersecurity threats are evolving, it has become even more important to stay on top of the latest security standards. 

3. Business Reputation

Your company’s reputation is one of its most valuable assets. Compliance failures—such as unethical business practices or fraud—can lead to negative publicity, loss of customer trust, and a damaged brand image. 

Rebuilding a tarnished reputation takes years, and in many cases, companies struggle to recover from compliance-related scandals.  

To avoid this, you need to maintain transparency and adhere to regulations. It is a sure shot way of build long-term credibility and customer loyalty. 

4. Financial Penalties & Revenue Loss

Regulatory fines for non-compliance can be staggering. Businesses that fail to meet legal obligations can face millions in penalties, impacting their financial stability. 

For example, GDPR fines can reach up to €20 million or 4% of a company’s global revenue, whichever is higher. These penalties, coupled with potential lawsuits and compensations, can significantly affect profitability. 

Moreover, non-compliance can result in loss of business partnerships and revenue setbacks. 

5. Operational Disruptions

Regulatory violations often trigger audits, investigations, and enforced changes in business processes. Such interventions can cause severe operational disruptions, leading to inefficiencies and delays in service delivery. 

For instance, non-compliant businesses may be forced to halt operations until corrective measures are implemented. This not only affects productivity but also damages customer relationships. 

Common Compliance Failures and Their Consequences 

Now that you understand in detail about compliance risks and their consequences, let’s look at some that might be lurking in your communication systems.  

1. Who’s Speaking? The Mystery of Unauthorized Channels

Using unauthorized communication channels, such as WhatsApp, LinkedIn, or personal emails, poses a significant compliance risk for businesses. Regulatory bodies like the SEC, GDPR, and FINRA require senders to properly record and preserve commercial communications for better transparency and accountability.  

If your employees use unapproved platforms, 

Let’s understand this better with the famous case of SEC penalty received by big investment advisors and broker-dealers, including Charles Schwab.  

Here are the case highlights: 

• The SEC penalized 12 investment advisors and broker-dealers, including Charles Schwab, for sending messages via unauthorized communication channels like WhatsApp, LinkedIn, and Facebook Messenger. 

• Blackstone received the highest fine of $12 million, followed by KKR at $11 million and Charles Schwab at $10 million. PJT Partners was fined $600,000, the smallest penalty, due to self-reporting its violations, though the firm did not respond to comment requests. 

• The enforcement is part of a broader SEC effort, which has resulted in billions in fines. All this to ensure firms maintain proper communication records for transparency and regulatory compliance. 

How to avoid such penalties for your business? 

• Mandate employees to use company-sanctioned tools for all business-related communication. 

• Educate employees on regulations, risks, and the consequences of using unauthorized channels. 

• Establish clear rules against personal messaging apps for business and enforce disciplinary measures. 

• Create a culture where employees can report accidental violations without fear of punishment. 

• Conduct regular checks to detect and address unauthorized communication practices. 

2.To Call or Not To Call

Telemarketing can be a powerful tool for growth, but it comes with a web of compliance requirements that you might happen to overlook. One such example is the Do Not Call (DNC) regulations, designed to protect consumers from receiving unwanted calls and messages. If your business contacts customers without adhering to these rules, you could face hefty fines—even if you had good intentions. Several countries have strict telemarketing laws, and staying compliant means knowing the rules in every region you operate in. 

Suggested read:  160 area code 

How to stay compliant: 

• Automate DNC Scrubbing – Use compliant call management solutions that automatically check customer numbers against local and international DNC lists before dialing. 

• Stay Updated on Global Compliance – Telemarketing laws change frequently, so ensure your team is aware of the latest regulations in every region you operate. 

• Get Proper Consent – Always obtain clear, recorded consent from customers before sending them marketing messages or calls.

3. Lost in Transmission: A Broken Paper Trail

A broken communication paper trail occurs when businesses fail to properly record their official communications. Unbeknownst to you, sometimes, your employees might connect with customers through off-channel communication methods—such as texting, WhatsApp, LinkedIn messages, or personal emails.  

When not logged, these messages create a compliance gap for regulators and auditors. They make it difficult for regulators to track discussions, investigate potential misconduct, or ensure adherence to financial laws. 

One such major violation occurred when 6 credit-rating firms, including Moody’s and S&P Global Ratings, faced civil penalties for failing to maintain communication records. The SEC charged these firms for not properly recording texts and WhatsApp messages that their employees sent to the customers, a mistake that hindered regulatory oversight. 

Moody’s and S&P each paid $20 million, Fitch paid $8 million, A.M. Best paid $1 million, HR Ratings de México paid $250,000, and Demotech paid $100,000. The firms also acknowledged the issue and committed to improving compliance policies. Four firms (Moody’s, S&P, Fitch, & HR Ratings) agreed to hire compliance consultants, while A.M. Best and Demotech were exempt due to their early compliance efforts. 

Here’s what they could’ve done differently to avoid this violation: 

• Use UCaaS tools that automatically capture and store phone calls, messages, and emails, ensuring no messages are lost or deleted. 

• Clearly define and communicate policies that prohibit off-channel communications, with disciplinary actions for non-compliance. 

• Educate employees about the importance of maintaining a clear audit trail. 

• Regularly review communication records and take corrective action before violations occur.  

• Partner with a compliant service provider like Acefone for monitoring, tracking, and managing all communication channels, and avoid accidental violations. 

The Hidden Compliance Risks in Your Business Communication System

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4. Locked Out or Leaked? Customer Data Breaches

Data breaches, commonly led by a ransomware attack, pose a dual threat: you being locked out of your own systems and having sensitive data leaked. The attacks can encrypt critical data, disrupting operations and causing significant downtime. For web-facing systems, application-layer defenses for public-facing portals inspect requests and block common injection attempts. If customer information becomes inaccessible, you may also violate compliance regulations.

On the other hand, data theft exposes personal details—such as names, addresses, and financial records—to cybercriminals. This can lead to identity fraud and penalties under regulations like GDPR, HIPAA, and CCPA.  

Both scenarios can result in hefty fines, lawsuits, and reputational damage. To mitigate these risks, you must implement robust security measures. Responding swiftly to breaches is also crucial to protecting customer trust. 

Here is how Rite Aid, a leading US-based drugstore chain handled a massive customer data breach: 

In June 2024, the RansomHub ransomware group accessed Rite Aid’s systems, stole data of 2.2 million customers, and encrypted files. The stolen data included personal and identification details of customers who made purchases in mid-2017. 

This resulted in multiple lawsuits, which were ultimately consolidated into Margaret Bianucci v. Rite Aid Corporation. The allegations were negligence, delayed breach notifications, insufficient credit monitoring, and failure to disclose key details. 

How did Rite Aid Deal with this?  

Rite Aid agreed to a $6.8 million settlement covering claims, legal fees, and other expenses. Affected customers could claim up to $10,000 for documented expenses or opt for a cash payment based on the remaining funds. As part of the settlement, they committed to strengthening their cybersecurity measures to prevent future breaches. 

The settlement received preliminary court approval on March 4, 2025, with a final approval hearing set for July 17, 2025. 

Acefone: Your Compliance Partner 

Compliance risk is not something you can afford to overlook. Legal issues, financial penalties, data breaches, and reputational damage can have long-term consequences. Staying compliant isn’t just about avoiding fines—it’s about ensuring sustainable growth, maintaining customer trust, and protecting your company’s interests. 

Acefone makes compliance effortless by providing secure, and regulation-compliant cloud communications solution. With built-in call recording, data encryption, and automated monitoring, our platform ensures that your business stays aligned with industry regulations. From protecting sensitive information to maintaining detailed audit trails, Acefone helps you mitigate risks while focusing on what matters most for you— growing your business with confidence and reliability. 

The post The Hidden Compliance Risks in Your Business Communication System (And How to Solve Them) appeared first on Blog | Acefone.

Many technological enhancements have been made to achieve this objective, and VoIP is the latest on the list. VoIP has deeply grown into the global market, assisting businesses from every industry.  

Thousands of companies today have invested in VoIP phone services for high-quality communication within their teams and with customers. Yet many still lack familiarity with VoIP technology.  

To those wondering “What is a VoIP Phone Service and how does it work?”, this blog is for you.  

What is VoIP Phone Service? 

VoIP Phone services are internet-based communication services that allow you to make and receive phone calls without using traditional phone lines. Based on the Voice over Internet Protocol (VoIP) technology, they offer five times the features, flexibility, and scalability at a fractional cost of traditional phone services.  

It’s not surprising to find that industries all around the world are switching over to VoIP. It uses a wider frequency range for data transmission, giving VoIP calls superior quality than traditional calls. You can make calls from any device (desktops, laptops, and tablets) as long as it has an internet connection.   

Check it out: What is a VoIP Phone System?

How do VoIP phone systems work?

To get a strong understanding of how VoIP phone system work, let’s look at an example.  

Imagine calling your mother using a VoIP application. In that process, your voice goes through the following phases:  

Step 1: The Microphone captures your voice  

Step 2: ADC chops it into small data packets.  

Step 3: The data packets are compressed for faster travel.  

Step 4: The data packets travel over the Internet using IP.  

Step 5: The DAC at your mother’s end deciphers the data packets back into electrical signals.  

Step 6: Your mother’s phone speaker converts those signals into your voice.  

We’re now going to dissect this process further to ensure you are fully aware of the intricacies of VoIP phone systems.  

Step 1: Voice Capturing  

Your voice acts as an analogue wave, moving from your mic to the speaker on the other end. Before it reaches the other end, the VoIP phone’s mic converts them into electrical signals.  

Step 2: Breaking Your Voice  

The electrical signals are long linear waves, which the Analog-to-digital converter (ADC) chops into data packets. Each packet consists of a chunk of your voice information.  

Step 3: Compressing Data Packets  

In the third stage, VoIP shrinks the data packets, making them tiny and fast to travel across the Internet at a higher speed.  

Step 4: Transmitting Data  

Using Internet protocol, tiny data packets containing your voice signals travel the Internet alongside emails and other data. These data packets travel at high speed, reaching the recipient faster than regular phone signals.  

Step 5: Decoding the Message  

Once the packets reach the receiving end, the ADC converts them back to electrical signals. The speaker then converts these signals back into sound signals, playing your voice for the recipient.  

Bonus Fact  

Throughout their journey, the data packets containing your voice signals undergo a quality control check. If they are found lost or damaged, the error correction codes rectify them to ensure you get high-quality voice signals.  

VoIP Phone vs Landlines- Which is better for your business?

In the modern world, VoIP phone systems are a better business option than traditional landline systems. From setting up to making calls, VoIP phone services are easier to maintain and operate. We have laid out the distinctions between the two for your clarity: 

Common VoIP Challenges Businesses Might Face  

Despite providing its users with several advantages and comforts, VoIP can occasionally encounter challenges. If you’re planning to get a VoIP phone system for your business, you must familiarize yourself with the common challenges and learn how to fix them.  

Call Quality Issues  

The call quality of any VoIP call relies on your broadband and internet service provider. To experience high-quality conversations, you must have a stable and high-speed internet connection. Low bandwidth and unstable internet connections can lead to poor call quality, dropped calls, noise and latency issues.  

Security Concerns  

VoIP phone systems are often victims of cyber threats such as eavesdropping, toll fraud, and denial-of-service attacks. Therefore, fortifying your VoIP services becomes a crucial step to safeguard your business information. To achieve this, look for VoIP providers with multi-layered network firewalls and data encryption to filter the VoIP traffic.  

Dropped calls  

A call drop during a critical business call can be devastating for anyone. Dropped calls are one of the most common challenges VoIP users face. Enterprises with large call volumes are prone to experiencing such issues quite often. To avoid this, Unitedworld Telecom recommends ensuring that your VoIP phone system and all the hardware involved are up to date with the current version.  

Echo/feedback  

Feedback or an echo during a VoIP call is yet another common VoIP phone system issue that is caused by network latency or bandwidth issues. Any network instability can cause the voice on an active call to echo over the other person’s end. Avoid using wireless or multiple speakerphones to prevent your voice from travelling through additional disruptions. Test the headset and internet connection being used for VoIP calling.  

Phone Not Ringing on Call  

Are you missing calls from customers and team members because your VoIP phone doesn’t ring? It is straightforward: Your calls are forwarded to voicemail instead of ringing the assigned user. This VoIP problem has an easy fix. You must ensure your devices are registered on your VoIP phone system and by the VoIP service provider. Lastly, remember to check whether the devices are on DND and follow the defined call forwarding settings.  

Learn more about Common VoIP Problems & How to Fix Them here.  

Takeaway

Today, we celebrate World Telecommunication and Information Society Day and the advancements bringing our world closer together. VoIP phone services are a key example of technological advancement, offering global businesses a powerful alternative to traditional landlines. VoIP’s cost-effective, feature-rich, and flexible nature allows calls from anywhere with an internet connection.   

With this blog, we aim to teach you how VoIP works and address some common challenges that businesses might face. Our goal is to empower you to embrace the future of communication with VoIP. 

The post What are VoIP Phone Services? How Does VoIP Work and It’s Common Problems appeared first on Blog | Acefone.

This is where Voice over IP phones step into the picture. Voice over Internet Protocol aka VoIP phones allow teams to connect with customers via calls made over the internet. Giving them access to VoIP phones helps them retain and upsell customers, enhance customer experience, and deliver prompt responses. 

Explore why customer service teams need VoIP phone systems to communicate efficiently with clients and ensure your business’s long-term survival. 

What are Voice Over IP phones?

A Voice over IP (Voice over Internet Protocol) phone aka VoIP phone is a cloud phone system that enables voice communication over the internet instead of traditional telephone lines. It converts analog audio signals into digital data, which is transmitted over the internet in packets and converted back to analog signal on the receiving end. 

VoIP phones utilize the internet’s infrastructure, allowing your teams to communicate efficiently, analyze conversations, and scale operations with ease for better customer experience. The technology leverages internet connectivity to facilitate voice calls, offering scalability, real time metrics, remote work compatibility, and integration with CRM platforms for ease of access. 

Why Customer Service Teams Need Voice over IP Phones? 

Voice over IP phones give customer service teams enhanced call clarity and reliability. The VoIP system’s flexibility allows agents to work remotely, ensuring accessibility and continuity of service. Additionally, VoIP phones offer features like call routing, call analytics, and more. Out of the numerous factors that make VoIP phones a suitable companion for customer services, here are five critical reasons that make it obvious to get one. 

Reduced Wait Time 

Implementing Voice over IP phones can assist in reducing customer wait times. Studies show that 28% customers hang up if kept waiting for more than 5 minutes. Features such as call queuing and intelligent call routing enable customer service teams to distribute incoming calls efficiently among available agents. With VoIP phones, CS teams can streamline call handling, ensuring that customers receive prompt assistance, delivering more positive experiences. 

Call Automations 

VoIP phones equip customer service teams with automation that enhances their efficiency. For instance, auto dialers allow agents to ring multiple contacts without dialing each number. It uses multiple ringing strategies to engage more customers with available agents and avoid manual dialing, improving overall productivity. At Acefone we offer preview and ratio dialers, two of the most efficient auto dialers, to ensure agents engage more clients while maintaining the desired call quality. 

Zero Missed Calls 

Voice over IP phones help eliminate the problem of missed calls with features like call forwarding and voicemail to email. Call forwarding ensures that calls are directed to available agents, reducing the chances of customers dropping off the call. Voicemail to email allows agents to receive and respond to voicemail messages promptly, preventing any missed opportunities for customer engagement. 

Cost-Effective Plans 

Voice over IP phones generally offer more cost-effective Voip monthly plans compared to traditional landline services. By leveraging the internet for business communication, you can remove extensive infrastructure and maintenance costs associated with traditional phone lines. The cost savings allow your customer service teams to allocate resources more efficiently. It enables them to invest in other areas that contribute to a better overall customer experience. 

Deep Call Analytics 

VoIP phones also offer advanced analytics tools that provide valuable insights into call metrics and customer interactions. Your teams can leverage these analytics to identify trends, monitor agent performance, and gain a deeper understanding of customer needs. By analyzing call data, you can implement targeted training programs, optimize team workflow, and refine their customer service strategies. It ultimately leads to a more effective and customer-centric approach. 

Takeaway 

Voice over IP phones empower your customer service teams with tools and features that make interactions memorable and enjoyable. VoIP phones also give you an upper hand over competitors using traditional phone systems. Whether it’s leads or existing customers, handling queries becomes significantly streamlined for your teams. VoIP phones also facilitate remote working teams ensuring customers receive prompt services whenever and wherever possible. 

Get a VoIP phone for your business

If you’re still using a traditional phone system for your business, now is the right time to switch to Voice over IP phones for customer services. It will ensure your business keeps getting a sufficient and consistent supply of oxygen. 

The post Top 5 reasons customer service team needs a voice over IP phone appeared first on Blog | Acefone.

Now is the time to invest in tech that will keep you ahead of the curve in the years to come and Acefone’s Cloud Phone System is the right fit for you.  

How can we be so sure?  

Here are 5 reasons why you should choose Acefone’s cloud phone system for your business. 

Five Reasons Why Acefone’s Cloud Phone Is Right For You 

A cloud phone system can be a big investment for businesses, raising several questions. Our team is available 24/7 to address all of them for you. We are passionate about technology and have been helping businesses like you for a decade now. You can always expect top-notch expert advice regarding any concerns.  

Coming to the core of this topic, here’s how Acefone is the only solution you’ll need for your customer communication in 2024.

User-friendly Cloud Phone Systems

Not everyone is an expert in cloud based phone systems. The Acefone Portal is designed in a way that anyone can use it! Once your account has been set up, sign into the portal with a single set of credentials and you’re good to go. 

No technical jargon. We keep it simple. 

The portal is accessible through all our cloud VoIP phone systems and is completely customizable. Everything you need is a click away. This user-friendly portal gives you unrestricted access to call logs, agent activity, call recordings, costs, and much more. Since it is simply an extension of your phone system, you don’t incur any extra charges. 

That’s not all. You can also access detailed notes about customer accounts and share them with your team to smoothen customer services. We aim to empower clients to take the help of their hosted phone system operations. Therefore, the online portal is designed to allow easy control over your communications.

Customizable VoIP Features For Business

Our services come packed with features designed to make your life easier. From virtual receptionists to call conferencing, Acefone’s best cloud phone system has enhanced features to help improve work efficiency and customer experience.  

You can overcome the limitations of your traditional phone by adding as many or as little features as you need. This scalable option allows you to only pick features according to your current needs. If you work alone, a virtual receptionist is a godsend. It helps you keep track of all the calls, take messages and even forward voicemails to your inbox, so you are never out of the loop.  

Meanwhile, if you have a larger team, the call conferencing feature would be of immense help to you. Its ability to host team meetings from around the globe proves to be vital for teams with multiple stakeholders.

Competitive Cloud Phone Pricing Plans

Our pricing plans are completely transparent. Through the Acefone portal, you’ll have complete control over your expenses and can set limits and caps if need be. 

You can easily monitor call costs and upgrade your plan according to changing needs. Similarly, if you aren’t using anywhere near your allotted limit, you can shift to a plan better suited to your needs. 

Internet calls dramatically reduce costs since you don’t have to pay a connection fee. Therefore, no matter what plan you choose, you will definitely experience cost reduction.  

If you wish to know about our plans, our experts are here to assist you anytime. 

Real-Time VoIP Reports

Management made easy. Pull up real-time reports in just a few seconds through the Acefone portal. These reports give in-depth call analytics and allow easy call monitoring to refine your customer experience.  

Real-time reports are a great way to check on the smooth functioning of your operations. You can see each representative’s ongoing calls, their waiting times and time spent on each call. They give you unique insights into agent performance and assist in determining the pain points to address them through specific training.

Round-the-clock support

We want your experience with us to be as smooth-sailing as possible. Therefore, we’re at your service 24X7X365—to address your problems and alleviate your stress. Our support team consists of experts in the field who can quickly resolve your issues to enjoy uninterrupted communications. 

No query is too small. If you’re not sure how a feature works, we’ll explain it to you in a way that you don’t need to be an expert to understand. 

With our round-the-clock availability, you needn’t worry about missing important work due to outages or downtime. We’ll have you up and running instantly. All your data is stored remotely as a backup, which addresses any concerns of losing crucial data. 

The Way Forward

We hope you’re now convinced that a cloud phone system will ensure sustained growth for your business. 

The post Top 5 Reasons To Get Acefone Cloud Phone System For Your Business appeared first on Blog | Acefone.

While you focus on scaling your business up, existing operations may take a bit of a backseat and juggling both responsibilities can be challenging. But what helps is constant communication, with your management and with your customers. This becomes so much easier with a business phone provider.

What is a business phone system?

In the simplest sense, a business phone system is a communication system adopted by an organization to ease their operating processes. Over the years, business communication has evolved and with modern technology can also help out with sales, customer experience and brand strategy among other things.  

The modern technology in question is Voice over Internet Protocol (VoIP). To put it briefly, this connects calls through the internet as opposed to phone cables like a traditional phone system. It requires no major hardware and all one needs is any standard device and an internet connection. 

If you’re wondering how does an auto dialer work, it’s a tool that integrates with VoIP systems to automatically line up calls, skip unanswered numbers, and connect agents to live prospects.

Types of business phone systems

There are three types of phone systems used by businesses to fulfil their communication needs. 

Multi-line telephone system

This type of phone system has multiple phone lines that route different query calls to their respective departments in your organization. As every department can be dedicated to their own phone line, there are no interruptions while routing calls. 

The phone system can be customized to ensure every incoming call to the business goes through a single handset. A dedicated agent then answers the call and manually redirects it to the suitable department.  

PBX telephone system

A private branch exchange or PBX telephone system is similar to a multi-line phone system. When the customer calls, an automated voice or virtual receptionist answers. They are then provided with a list of extensions of different departments, in the form of options. The customer can select whichever department they see fit to solve their query. 

This eliminates the need for an agent to route calls to different departments, and also ensures customers don’t have to repeat their query again and again to different agents.  

VoIP phone system or business phone system

This is the most advanced phone system out of the three. As the name indicates, a ‘VoIP’ phone system is completely digital. Here, voice signals are converted into packets and then transmitted through the internet. After reaching their destinations, the packets are converted back to voice messages. 

This phone system requires no physical infrastructure and can be accessed remotely as it is hosted on the cloud. This is why it is also referred to as hosted phone system or cloud-based phone system. This is the most basic technology behind today’s business phone systems. 

With hardly any installation costs, better voice quality and smarter features, more businesses are shifting to VoIP phone systems from old traditional phone systems. Additionally, including all capabilities associated with PBX, VoIP is loaded with features like Interactive Voice Response (IVR) systems, CRM integrations and call management software that can collect call data for you and your managers to analyze 

This is the type of business phone system that will be discussed in this article. You can read more about the technology here. 

Key features of a business phone system  

A business phone system has several features, each that can benefit you in a manner that goes above and beyond its basic function. For example, features like call recording and notes help your agents learn more about the clients they speak to. Call whisper and call barge help your managers supervise your agents better and there is a whole host of features for your customers, to listen to them, offer solutions and track their needs so you can give them the best experience possible.  

We have put together this FREE infographic, detailing how these features can help your agents, managers and customers. 

What are the benefits of a business phone system

A VoIP-based business phone system is so much more than just a communication system. Not only does it perform the necessary task of connecting you with your customers and employees, but its features help you manage your agents, collect sales data, improve loads and limit room for error. Its benefits go above and beyond its basic function in a manner that is cost-effective, efficient and secure. Here are some key features that you should look for in every business communication solution. 

Cost-effectiveness

Since these systems run over the internet using VoIP, they are a very cost-effective solution for businesses. According to Microsoft, 82% of businesses claim to have saved money by switching to the cloud.  

Tech.co reported that a business’s average savings after switching to a business phone system are between 30% and 50% with the average varying, depending on factors like business size and what system they were using before. 

It is easy to understand why—a fully digital set-up means all infrastructure is in the form of a free, easy-to-download software. No external set-up is needed besides the device you are already using and an Internet connection. All form of updates and maintenance are completely free.  

One doesn’t even need an office or designated place of work for this. The beauty of such a business solution is that your agents can work from anywhere in the world, with your managers being able to track them and gather sales and agent performance data.  

You can choose a plan that fits your budget, based on the number of agents you have or the area you plan on making calls to or from. Acefone, for example will customize a plan for you so that you don’t end up having to pay for anything other than what you use.  

Enhanced security

Business phone systems are designed with high-end security in mind. With cloud-based VoIP telephony, all the information that you exchange with your clients and customers is encrypted and stored in a secured manner.  

Cloud systems are also regularly updated in accordance with the latest standards to prevent data theft and malware attacks. Some key safety features that cloud phone systems offer include end-to-end encryption, multi-factor authorization, multi-layer firewalls, etc.  

As per Salesforce, 94% businesses have experienced enhanced security after moving their operations to the cloud

Accessibility

The rigidity of traditional landline phone systems resulted in many organizations transitioning to other alternatives. Static phone systems didn’t only restrict employee movement, but also severely limited their scope of communication. They took a further hit with work-from-home becoming the norm during the pandemic. 

Cloud-based VoIP phones, on the other hand, allow agents to access their database from anywhere and actively communicate from their homes or even on the go.  

VoIP phones can also be used on other devices—mobile devices, tablets, desktops— and from any geographical location. The cloud has made it possible for businesses to have the best of both worlds.  

Brand value

Maintaining a strong brand image is essential for the success of any business. One way to achieve this is by delivering exceptional customer service in addition to your marketing and sales efforts. From the moment someone lands on your website or LinkedIn profile, your visual and service impression matters. That’s why even small details—like a professional AI-generated headshot—can enhance your credibility, especially in a digital-first world.

VoIP systems such as cloud phone systems can greatly aid in this process. With a cloud phone system, all calls are routed to agents efficiently and backed by data, which helps to establish credibility and sincerity in your business operations. 

For example, a clothing company using a cloud phone system is able to route customer calls to the appropriate department, such as sales or customer service, quickly and efficiently. This improves the customer experience and enhances the company’s brand image as a responsive and reliable business. 

Great for remote work

A business phone system that works via the Internet can be used to handle customer support calls from anywhere and anytime. With intelligent systems like IVR calling menus, agents don’t have to deal with clueless callers. An IVR, since it is an automated menu that redirects callers to the right department, instantly results in better agent productivity. 

In today’s remote work culture, another benefit of a business phone number is that the same number can be used by employees based out of different locations. This means that they do not have to use their private numbers and get the added benefits and features of cloud-based VoIP on the go.  

This comes with an added time-saving benefit. Cisco reported that your business can save 32 minutes of calls per day per team member largely due to better availability, more flexibility and features that cut out rote tasks. 

Furthermore, these can be integrated with your existing CRMs. To read more about how integrating your business phone solution with customer support suite helps, click here

How do business phone systems grow your business?

With a number of ways to customize and flexible solutions to grow with your business, it’s not hard to see why many businesses are switching to VoIP-based phone systems. Here are a few use cases that show just how much a business phone system can improve your operations. 

Custom on-hold music and messages

You can utilize the time your customers spend waiting for an agent to answer their calls, by playing your brand’s music or a promotional message. Customers are often passively listening to on-hold music or the offer and will absorb the message being given to them while they wait. 

You could also use the wait time to play messages about new products, promote extra services or deliver important information such as answers to frequently asked questions. 

Alternatively, you could also choose relaxing music for customers to enjoy while they wait. Whatever your business needs, or wants to get across to customers, you can do easily with custom on-hold music and messages. 

By customising these messages, you are giving your customers a positive impression of your brand. It also encourages customers to stay on the line, taking some of the pressure off your agents and giving them more time to deal with enquiries. You can learn more about on-hold music and how it helps to retain customers better here. 

Use different types of numbers for different purposes

You could choose a free phone number or toll-free number for your business, giving you the impression of a national and well-established company. These numbers are also great for customer experience, as you are allowing your customers to contact you free of charge. You can read in depth about free phone numbers here. 

But, if you are looking for a more targeted approach, you could add a local number to your VoIP system. You can use this to target specific geographical locations and increase trust in your brand. This is also helpful for businesses looking to secure local listings. 

Finally, you can also have a vanity phone number attached to your VoIP system. These special, easy-to-recall numbers can be used to enhance marketing campaigns and increase brand awareness.  

Businesses using virtual numbers can also track individual marketing campaigns by monitoring call and agent performance data. This way, you can see exactly which marketing campaigns or channels have worked well and which might need rethinking. You can read more about free phone numbers for marketing campaigns here.

Create custom call groups to reach each of your departments

Every business will have different teams and departments to collaborate and manage. With business phone systems, you can customize your call groups, allowing a single number to call the extensions of all team members at the same time.  

Creating separate call groups streamlines your communications. Not only can you connect with an entire department, without calling them individually, but you also allow your customers to reach the department that solves their query the best. When your customers don’t get redirected to different departments, you enhance your customer experience significantly. 

The online portal will tell you how many calls have been made to each group and give details on waiting times and more so you can ensure everything is running smoothly. You can read more about how this helped a construction firm here.

Keep track of call costs and change your plan online

Business needs change over time, and so do budgets. With hosted phone systems, you can keep track of all your incoming and outgoing calls, assessing their costs to your company. 

An audit of call performance also gives you insights into the efficiency of your service plan. If you are making more calls than your plan allows, you might be incurring extra charges and therefore upgrading your plan could actually save you money.  

Similarly, if you aren’t using anywhere near your allowance, you can downgrade your plan to a more suitable number of minutes. Either way, the choice is yours and you have the flexibility to choose your plan with your service provider. 

Many service providers will offer flexible contracts to allow you to make changes, so do check with your service provider before signing a contract to ensure you have everything you need from your plan. 

Want to learn how this flexibility plays out in real time? Discover what is an inbound call center and how it can transform your business communication strategy.

Create a custom IVR

An Interactive Voice Response system allows you to create a custom menu of options for customers to interact with using their keypads. 

These options can be fully personalized to your business needs and can include whatever departments your customers might need to contact. By using this system, customers can choose who they want to speak to, saving you and your agents time when dealing with enquiries. 

This feature is highly professional and can make even the smallest or the newest businesses look much more established. With reliable service providers like Acefone, creating a custom IVR menu for enhancing CX is extremely simple and quick. You can read why customers prefer self-service more and how your business can benefit from it here. 

You can also read more about using IVR to improve your brand image here. 

Why you should choose a business phone system?

Integrated communication platform

Modern businesses need to maintain an omnichannel presence. Hosted phone systems allow agents to respond to customer inquiries quickly by eliminating the need to switch between different screens. You can read more about omnichannel strategies for business with a hosted phone system here. 

Context-driven customer interactions

Context is an essential element for successful interactions. Cloud platforms quickly provide agents with relevant customer information and conversation history. This helps them prepare better for queries and personalize the interaction. 

Clear and smart goals

Setting clear goals helps employees work in the right direction. Data-driven goals set using cloud contact center service provide agents with a clear understanding of the parameters based on which their performance will be evaluated in the future. 

On-the-job assistance

In times of complex customer queries, managers and supervisors can assist team members even during lives calls. This is possible through tools such as call barging and whispering, call center scripts and more 

Skill-based routing

Different agents are experts in different aspects of the product and should cater to specific queries only. The Automatic Call Distribution (ACD) feature examines caller information before deciding which agent is the best suited to attend the call 

Feedback

A feedback-rich culture can drastically alter how a company functions. Data-driven feedback helps agents identify performance gaps. Managers can use statistics and real-time data to resolve issues that impede agent performance  

Training

Agents should receive adequate upfront training for the tools and technology used in the contact center. Before choosing any phone system, companies should understand what employees need and how different solutions can meet those needs 

Cloud call center solutions come with features like call recording help track and monitor calls. It helps stakeholders get a hold on the quality of calls. It also helps identify weaker areas that agents may need to be trained on.   

A cloud solution that fits your business communication requirements should be introduced. 

Remember, a hosted phone system looks after not only inbound and outbound calls but also takes care of employee and customer satisfaction. 

Why business phone systems are the future?

Businesses can no longer acquire ISDN or PSTN lines in the United Kingdom, with operations for analogue communications being set up for termination by 2025. This may seem a while away, but businesses need to be prepared for this shift.  

It has been announced by the UK’s National Telecom Services provider that all PSTN and ISDN services in the UK will be switched off completely in 2025. The phase-down has begun and businesses will no longer be allowed to obtain these services. Needless to say, this is a big event with a far-reaching impact.  

This move essentially brings the curtains down on the use of analogous systems and kicks off a full shift to digital communications in businesses across the world.  

According to Cambridge management consulting, “the switch-off will impact an estimated 2 million UK businesses currently operating PSTN or ISDN. There is research showing that 42% of SMEs still use analogue lines for data.” 

Thus, it is more important than ever for small businesses to start thinking about their communications now and in the future as well. Moreover, we have all seen how business communication changed after the pandemic; face-to-face meetings have now turned into online video calls. 

Switching to a VoIP-based business phone system can help prepare your business for a future with the technology and sail through 2025 and beyond! 

Upgrading your phone system can seem daunting, but can make a world of a difference, both in terms of cost-saving and operational efficiency. Cloud communications will ensure that your business is ready for anything the world throws at it.  

Need any more reasons? Here are a few more 

Do I even need a business phone number for my business?

With providers like Acefone, you can build a tailor-made business phone system based on your needs and assets. Here are three questions to ask yourself before making that decision.  

Do my employees work from home?

The primary advantage of business phone systems is connectivity when working from anywhere, be it home or office. If you have moved your employees to a remote working ecosystem or a hybrid environment, you should definitely be considering business phone systems.  

Furthermore, if your business demands your employees to stay on the field while remaining connected and updated, hosted phone solution is the thing for you. 

How much equipment do I have?

It is best to take stock of the existing equipment you have so that you know exactly what you need. Furthermore, while you may be excited to make the shift to VoIP systems, there may be a few telephone lines, like the fax machine, that you may need to retain.  

Identify these communication lines and retrofit them to enable them to send digital data over the Internet. Ensure that this list isn’t too big when considering the change to VoIP systems. You can learn more about the equipment used for VoIP-based technology here. 

What features and benefits am I looking for?

One of the biggest advantages of a business phone systems is the number of features and the ways they can improve your business. Take Acefone for example, it offers over 75 features from which you can pick and choose the best suited ones for your business. Additionally, you can always change your plan and add or subtract features as you go. Be sure of which you need so as to choose the best possible plans that take care of all your needs.  

With features like IVR and automated dialers, you can reduce the number of missed calls and by extension, missed opportunities for a business. Using a call management software, you can track agent performance and efficiency and devise a sales plan, customer experience plan and operations strategy.  

That’s why Acefone has a number of features designed to make sure you never miss out on anything you shouldn’t have to.  

How to choose a service provider?

Choosing a service provider can be confusing. There is a lot to keep in mind, especially for someone new to understanding and using a business phone system, which is why we made you a quick checklist of things to keep in mind before choosing a business phone system. Sign up here to download this FREE infographic.

Guarantee

With Acefone’s services, you and your customers don’t have to worry about anything more than dialing the number, answering the phone and attending to their concerns. We’ll take care of the rest. With 99.99% uptime and plans starting as low as $14.99 per user per month, Acefone has your back. 

Still not convinced? Click here 

Summing up

VoIP-based business phone systems offer flexibility, allowing businesses to save money without compromising on call quality. They help you gather data and gain insights into agent training and efficiency, sales strategy and customer experience strategy, all while improving your brand image.  

Finally, it is a system most suited to today’s post-pandemic remote to hybrid world. It lasts long, with any upgrades only requiring a software update and nothing more. 

What are you waiting for? 

The post The Ultimate Business Phone System Guide: How To Grow In 2024 appeared first on Blog | Acefone.

Today, everyone has a mobile device in their hands, so much so that the total number of cellular mobile phones has surpassed the Earth’s total population. 

No doubt, mobile technology has revolutionised the cloud communications industry. Allowing individuals to connect at a moment’s notice, almost anywhere in the world, mobile devices have helped people across the world come a bit closer. 

These devices have also helped the business world, with every businessperson now connected to every other through their mobile phones. 

With the introduction of the smartphone, the industry underwent another revolution. No longer were mobile devices only capable of calling other devices, but they allowed for new mediums of communication—text, email, video, and social media. 

The Internet was in the palm of the hands of everyone. 

This fast progress shunned people away from traditional telephone system. Take a peek around your house. Do you still own a landline? If you do, when was the last time you used it to make a call? 

The same has become the story for businesses as well. With an email machine right in the hands of businesspersons, the utility of a phone system seems outdated. However, from a business perspective, phone systems are still highly beneficial to standard operations. 

Let us look at why: 

• New age systems are cost-effective

When mobile phones were introduced, businesses were taken in by their features and ease of access. Shortly thereafter, they began to see a negligible difference in the costs of a phone system and a mobile device. 

Thus, industries began to lobby for mobile phones. 

However, new VoIP systems offer services for a fraction of the cost of legacy phone systems. Travelling across the Internet, VoIP has often been dubbed as the “future of communications” by leading industry experts. 

• Built with specific features for specific functions

While smartphones offer a wide range of features to an individual user, businesses have different requirements from their communication devices.

Cloud-based phone systems now offer features specifically tailored to businesses of all sizes. 

Are you a small business and need an auto-attendant to receive calling customers? Thinking of expanding your business to other locations while retaining the same number? 

Or are you an enterprise aiming to reduce costs by experimenting with automated communications? 

New-age Voip phone systems offer features such as IVR number, detailed analytics, and multi-channel solutions to cater to all these and many more requirements. 

• VoIP phone systems ensure high-end security

Every business demands security on all fronts, especially communications. Steve Jobs had famously called the iPhone project ‘Purple’ to prevent leaks. It wouldn’t be farfetched to say organisations are paranoid about breaches in their communication systems. 

With widespread movements against phone giants like Apple over privacy concerns, a business phone system is built for trust and security. Taking advantage of the cloud, service providers offer guaranteed protection to all your communications. 

Not just that, they carry out regular security and patch upgrades to ensure Business phone systems remain immune to the threats of data theft and system breach events. 

Some standard security measures that organisations can rely on include end-to-end encryption, multi-factor authentication, role-based authorisation, and more. 

• VoIP phone systems are now mobile!

The main concern with traditional systems was their inflexibility. Office floors were covered in seemingly never-ending wires, and yet working away from the desk was unimaginable—keeping employees confined to their office premises.

Those who had field jobs struggled too, owing to the lack of a portable communication system. All these factors led to a rise in the popularity of mobile devices. 

However, modern business phone systems are now accessible on the go. 

Thanks to the cloud, businesses can now access their phone system portals on smart devices such as mobile phones, tablets, and laptops from anywhere in the world. All they need is an Internet connection. 

Summing up

The world has truly gone mobile. The good news is that so have VoIP phone systems. 

However, replacing one with the other is not ideal. 

Like the adage, “You should always keep your personal and professional life separate”, so should you keep your personal and VoIP phone system separate. 

Moreover, with specialised business features on modern-day VoIP-based phone systems, smartphones are losing the race for business communication dominance. 

The post Are VoIP Phone Systems Needed in a Cellular World? appeared first on Blog | Acefone.

This is where number porting comes into the picture. In this article, we discuss some of the common myths surrounding the adoption of number porting technology.

Every company needs to build strong and enduring relationships with its customers. A good communication system is the first milestone in that journey. As your business expands and you invest in better technology, you wouldn’t want your customers calling on old inactive lines. Nor would you want to lose those first customers.

This is where number porting can help your business.

What is number porting?

Number porting is the process of moving your existing phone number from one telecom service provider to another. Businesses, or even individuals, who wish to keep their present contact details intact when changing providers can do so via a number porting service.

There may be various reasons why someone might need to shift to a new telecom provider. Some of the reasons can be:

• Poor voice quality
• High voice costs
• Limited geographical catchment
• Limited functionalities
• Inadequate customer support

Thus, retaining the existing phone number to maintain previous contacts is important for individuals as well as organizations. Any of these reasons is enough for someone to explore number porting.

How do you port your business number?

There are 5 basic steps for any business owner who is looking to port their current telephony extensions.

1.Validate the portability of your number

When you embark on the road to initiate number porting, the first step would be to ensure that all your numbers can be ported successfully by the new service provider. An easy way to approach this is to share your list of contacts with the chosen provider. They have the ability to check the portability of numbers.
Otherwise, you must check your contract with your existing service provider to see if any clause prevents you from number porting. Often, there are certain clauses that bind you to that provider for a specific period. These contracts may restrict number porting within the contractual period, and breaking them may result in losing your number.

2.Get in touch with your chosen provider

The next step is to communicate your decision of porting to your chosen business phone service provider. You should provide the following information to your vendor so that they can initiate the porting process:

• • List of your phone numbers
  • Letter of Authorization (which we will discuss below)
  • Old vendor details and account number
  • Copy of old phone bill – containing vital information such as main billing number, associated numbers, existing charges, etc

3.Complete the Number Request Form

A Number Request Form gives your new service provider the permission to reach out to your existing provider and seek ownership of the requested numbers. Once this form is filled and shared with the new provider, they can establish a porting agreement. This will enable a number portability transit path with the existing provider for a smooth transfer of numbers.

4.Letter of Authorization to the new provider

A Letter of Authorization (LOA) gives the new provider the authority to port the retrieved numbers onto their network. The LOA must contain all the relevant and verified information. Upon receiving the LOA, the provider evaluates it to initiate the final porting process.

5.Wait for a response

After completing the steps mentioned above, all you have to do is wait till all numbers are ported. The entire process can take some time and the exact duration varies from provider to provider. It also differs based on variables such as the number of extensions and the extent of coverage. You can check the porting status online or you can wait to be notified by your new provider.

Now that we have covered the basics of how to port business number(s), we discuss some of the myths surrounding this service. We will also try to address some of the concerns that stop organizations from choosing number porting.

What are the concerns about number porting?

All new technologies bring about a set of preconceived notions that are often incorrect. Here, we address some of these incorrect bits and myths about number porting:

• “Will my service quality reduce post number porting?”

  Many consumers fear a drop in the service and voice quality post number porting. For businesses, this becomes a very important aspect since service quality from the provider is essential for their customer support. No customer would like to continue buying products or services from a company that has a poor support system due to bad quality.

  However, that is not the case at all. There is no drop in the service after, or even during, the porting process. This is because your network connection with the existing vendor continues until the number porting is successful.

  The only mantra here is patience. It is advised not to disconnect the service of your existing vendors before the porting is complete. This ensures uninterrupted service and a seamless porting process.

• “Number porting takes a long time and I cannot afford downtime.”

  Another concern for businesses is the time taken during the number porting process. Without a clear understanding of the process, many feel that number porting is a long and tedious task. Companies always fear long downtimes in their communication services.

  The reality of the situation is that the number porting process can vary from provider to provider. On average, number porting can take from 7 to 14 days. This can increase up to 25 days for multi-line extensions. However, since the service continues on the existing network carrier for the duration of this exercise, there is no real downtime.

  If you are still worried, it is advised that your select provider based on their response time. You can also freeze these SLAs in contracts so that unwanted delays can be quickly resolved.

• “Will I lose the ownership of my number during the number porting process?”

  One of the myths floating around is how a ported number belongs to the new provider instead of the actual user. This fear of loss of ownership of contact details dissuades many businesses from choosing number porting services.

  However, this is completely false. Telecom regulations enforced by government agencies, such as FCC in the US and Ofcom in the UK, protect an individual’s or entities’ ownership rights to their contact numbers. These regulations also guarantee that you have the right to switch providers again.

Final Thoughts

The number porting process isn’t as complicated as most people make it out to be. It has been devised to combat unfavorable situations during migration. Further, telecom regulators make sure that none of the telecom companies can take advantage of anyone opting for porting—ensuring a safe environment for all users.

Want to know more about just how easy this process can be?

The post Myths Debunked: Number Porting appeared first on Blog | Acefone.

Modern-day customers are an impatient lot.

They expect instant gratification and if your agents aren’t available when they call, you can expect your customers to forget your brand regardless of the quality of your products and services. Keeping them on hold or making them wait until you find an effective resolution is even worse.

According to Microsoft, 58% of Americans switch companies only because of poor customer service. Being available for your customers makes all the difference.

You can well imagine the importance of being on your toes if you want to retain them for the long haul.

When it comes to assessing the quality of customer service and support, Average Handle Time is a crucial metric—tricky to understand and measure—important enough to not overlook.

So, it makes sense to learn all about AHT and the role it plays for call center solutions. Let us understand it in detail.

Average Handle Time 

Average Handle Time (AHT) is a call center metric used for measuring the average time spent by your agents on resolving caller requests or issues. The time begins when the customer initiates a call and ends after the agent completes all the call tasks and is ready to take the next call.

The on-hold or in-queue time for the customer is also included. The metric helps you improve customer satisfaction and track the support team’s productivity.

It is vital to maintain an optimal AHT. If it runs too high, you have a serious problem with the productivity of the support team. Conversely, a low average handle time may also not be favourable.

It could mean that the team is rushing with queries, which could risk customer satisfaction. You must understand the optimal value and the steps you need to take to achieve this value.

Calculating Average Handle Time (AHT)

Before calculating the AHT figure, you must know the parameters involved.

• Total talk time is the average time spent on a call until they reach a resolution eventually
• Total hold time is the average amount of time a caller spends on hold during a call
• After-call time is the time spent by the agent on paperwork and other essential operations after the call ends

To calculate the AHT, the total talk time is added to the hold time and after-call time, and the sum is divided by the total number of calls handled by the agent.

AHT = Total talk time + Total hold time + After-call time/ Number of calls 

Typical call center solutions also include other forms of customer support apart from just calling. There are emails and chats, so you need to calculate AHT for them as well.

The formula differs for these forms of support because there is no hold time for chats, rather you have to track the follow-up time. For emails, you need to consider the time spent on resolving customer requests and queries.

Chat AHT = (Total talk time + Total follow-up time) / Number of chat requests

Email AHT = Time spent on customer requests / Number of cases resolved

Now that you know the basics of calculating AHT values for different support channels, you can take the right measures when it deviates from the standards.

Industry standards for Average Handle Time (AHT)

Calculating the AHT score for your business is only half the work done. You need to find out whether or not it is good enough. If not, you need to create a roadmap to improve the metric because it determines both customer satisfaction and agent productivity.

But how much is too much? It all boils down to the industry standards. Generally, experts recommend that the Average Handle Time should be around 6 minutes, regardless of your industry.

However, you cannot only rely on this when deciding the optimal time for your business.

Essentially, each call is different, and so is every caller and their issue. You cannot rely on a stat to decide the exact time for the resolution. For instance, your agent can resolve a simple billing issue in a couple of minutes, while a system malfunction may take a lot longer.

The efficiency of the system is another factor that might affect the AHT value. A slow and inefficient one makes things harder for the agents. They may have to perform several tasks manually or even switch between tools.

At times, the system may even freeze, wasting valuable time. Further, agent speed and efficiency also influence the average handling time. While you can use the industry standard as a benchmark, the optimal value depends on your customers, agents, and systems.

Strategies to improve Average Handle Time

At this stage, you are in a good position to understand where your AHT stands and whether it is good enough. If it isn’t, you must pick a plan that works. Here are some strategies to get your AHT on track.

• Record and save all calls: The best way to start is by recording all calls, both incoming and outgoing. Call recordings can help you assess the productivity of individual agents and the issues affecting the output. Saved versions also help managers to review the calls when they want to.
• Streamline the workflow: A linear workflow goes a long way to optimize the productivity levels of agents, reduce inefficiencies, and curb factors that increase the processing time for the calls. You can definitely secure the benefit of AHT improvement with this measure.
• Rely on a comprehensive knowledge base:  Another effective measure to speed up call handling is by empowering agents with adequate knowledge. They will end up working effectively and efficiently if they have a comprehensive knowledge base at hand. It will enable them to pick relevant answers to tough issues and satisfy callers quickly.
• Use robust call technology: It is best to invest in high-end call center solutions with robust technology because they can help in more than one way. High-tech systems and infrastructure make agents faster and more efficient as they have solutions at their fingertips. Ensuring that phone lines must be operational also helps.
• Leverage IVRs: Cloud telephony’s IVR solutions make an excellent investment for a business as they automate simple queries and optimize AHTs. IVR helps with collecting necessary customer information and providing answers to common questions. If the query gets complex, it can route the caller to the agent. Overall, the system enhances caller satisfaction to a considerable extent.
• Accelerate caller greetings: Caller greetings are a vital element of the system as they create a welcoming and positive customer experience. However, they must be brief and friendly or they might end up increasing the AHT without any valid reason. Irrelevant greetings can also irritate the time-pressed callers.

Conclusion 

It is crucial to make your customers feel valued and appreciated to ensure long-term loyalty and retention for your business. But not providing them good customer support can drive dissatisfaction and disappointment. To treat them well, ensure that the AHT is as low as possible. Fortunately, you need not worry much about optimizing it as long as you choose the best call center service.

With Acefone as your call center partner, you can rest assured that your agents are at their productive best and handle the calls within an optimal time span.

Optimal AHTs are a measure of the success of your customer support team. Let us help you with achieving it.

The post All You Need to Know about AHT (Average Handle Time) appeared first on Blog | Acefone.

The evolution of technology in PBX systems has resulted in numerous state-of-the-art capabilities. Incorporating one that fulfils all your business needs is extremely important. For example, if you have a distributed workforce, opting for a cloud-based PBX would be a good idea.

However, some businesses refrain from making the shift due to fear of change or lack of funds to invest in a new telephony system. You should note that though incorporating a high-end system involves funds, continuing with a system that does not serve your purpose will end up increasing your expenditures in the long run. You’ll need to look for individual solutions for every particular requirement.

For example, if a traditional telephony system does not support inter-department collaboration, but your processes need them, you’ll have to purchase separate software for them. Instead, if you invest in an updated telephony system, it will take charge of all your communication requirements at once.

Having said that, we have consolidated 10 reasons why traditional telephony systems are obsolete in 2021. Check them out right away!

1. Higher cost

Traditional telephony systems are found to be more expensive than new-gen systems. This is because they require separate PBX equipment that is installed in-house. Again, this system needs special hardware and wiring that adds up to your expenditure.

Furthermore, it involves installation fees, continuous system updates and maintenance. As these activities are conducted periodically, you need to hire a dedicated team for the same. You end up spending large amounts there, as well as for system optimisation.

2. Inaccessibility

Remote work has become the new normal in 2021. Traditional telephony systems depend highly on wired network connections and cannot function outside the proximity of the network location. This means your employees are bound to the office and can’t resume work at home or on the go. This especially affects businesses with distributed workforces.

With organisations increasingly focusing more on freeing resources from location-based restrictions, telephony systems with little or no inclination towards this aspect will not score in 2021.

3. Limited functionality

Inter-branch calls, single network, long-distance calling, WiFi phones, unified communications, IP faxing, mobile faxing, call recording, remote maintenance. These are just a few of the several features that are expected from a modern communication suite. A traditional telephony system fails to meet these basic expectations. In fact, it precariously lags behind competitive technology.

Besides not being able to support a variety of features, traditional telephony systems also fall behind changing trends of the marketplace and consumer demands. A major reason for this is their lack of universal compatibility. Yet another drawback of traditional PBX systems is that they do not function with the existing broadband. Rather, they require a dedicated connection which costs the company extra bucks.

4. No backup

It is important for organisations to implement a high-end backup system in case of a crisis or data loss. This ensures uninterrupted services even if an unexpected disaster occurs. Traditional telephony systems do not offer a provision for data backup. If a hardware failure occurs, the technical staff will necessarily have to intervene to fix things.

Moreover, you can lose important data in a flash since you cannot auto-save files on a secure cloud server. This can leave your employees without systems to work on for prolonged periods. Traditional systems are completely dependent on hardware placed in-house. In the event of any failure, the entire organisation will come to a standstill.

Want to learn more about how modern solutions compare? Explore the differences between a call center vs contact center to see which best fits your organization’s needs for uninterrupted service and data security.

5. Outdated hardware and technology

Phone systems keep updating with time and it is important that you stay on par with them. Traditional telephony systems come with outdated hardware and technology and remain stagnant. You need to employ specialists to keep them running smoothly.

However, another problem arises there—it may be difficult to find technicians who work on outdated technologies. This also causes concerns about data security as outdated systems are more prone to security threats. These factors leave traditional telephony systems the least preferred by modern businesses.

6. Limited capacity

As your company grows, so should your communication model. Traditional communication systems refuse to extend and usually demand new equipment. They come with limited capacity and cannot be used as a unified platform for communication across the company. This incapability results in companies moving onto high-end telephony systems and dissolving their legacy systems.

7. No room to scale up

You will need to add features to your telephony systems over time. For example, in 2020, several companies added video conferencing capabilities to their system—something that was overlooked earlier. Furthermore, they may consider integrating a few of their internal departments for improved functionality. This ability to scale up does not exist in traditional communication systems.

Again, if there is a sudden increase in infrastructure and you need extra data infrastructure space, legacy systems are not equipped to accommodate these specific requirements. Instead, they will need fresh equipment and connections to serve the purpose. This results in higher expenditure while reflecting the system’s incapability.

8. Lack of sufficient data

Communication systems play an important role in gauging organisational performance. They help in continuous monitoring and tracking activities in companies. For example, call recording capabilities help track calls to measure agent performance. Having an account of call logs helps estimate the inflow of calls. This data further results in obtaining intuitive insights about the overall functioning of the firm. These capabilities are absent in legacy systems.

They do not support reporting capabilities which is a huge drawback. Organisations cannot afford to function on estimated results and need comprehensive data to support their performances. Traditional communication systems fail to do so.

9. Inflexibility

Traditional telephony systems are not universally flexible when it comes to aspects of configuration, installation, and maintenance. They demand additional expenses for every add-on. Ultimately, a wired PBX is a less viable solution as the expenditure that goes into setting up the equipment, hardware, system upgrades, and regular maintenance is huge.

For example, it will not accept updates and every improvement will need the intervention of an expert. This will involve additional charges. Again, these traditional systems are not user-friendly. Every change that is made in its functionality will result in changes in its navigation and method of use. This creates a dependency on the technical engineer.

10. Complicated system

An ideal communication system should facilitate centralised access not just to the users but also for functional intervention. For example, if there is a glitch found in the working of the system, the concerned IT team should be able to fix things from anywhere. The functioning of the system should not be restricted to a particular location. Legacy systems are hugely dependent on location-based equipment.

Centralised hardware equipment is installed in the location of the company. Different functions including routing are then carried out through this. If anything goes wrong with this piece of hardware, the complete functioning of the system comes to a standstill. Again, the wiring and connections involved in traditional systems are complicated and require the help of a qualified technician—even if there is a minor concern with the equipment.

Wrap up

Communication systems are evolving with time and organisations are keen to make the best use of them. This transformation may result in leaving behind several legacy systems. The above-mentioned points throw light on a few major concerns that will leave behind traditional communication systems in 2021.

You, too, can join the digital revolution and benefit from a cloud-based communication suite.

Ready to upgrade from outdated phone systems? Explore how a modern BPO contact center powered by cloud telephony can cut costs, boost flexibility, and deliver exceptional customer experiences.

The post 10 Reasons Why Traditional Telephony System Are Obsolete in 2021 appeared first on Blog | Acefone.

With the priority being social distancing, organising once-in-a-lifetime celebrations like a wedding can become tedious. 

If you are someone who wants to strike the right balance; take ample precautions and not lose the spirit of your big celebration, then planning on the cloud is the best thing you can do. 

But how does cloud communication help you? Let us understand these. 

Cloud communication is an internet-based system that allows you to store your data on a centralised repository, independent of your local storage. This communication system is hosted by a third-party service provider and can be accessed over public networks.

Having explained this, what is the connection between a cloud communication system and planning your wedding? 

Well, ideally a wedding involves systematic scheduling of events including shortlisting of the guest list, menu selection, venue selection, arrangements for guest accommodation…the list goes on and on. 

During a pandemic, however, this list becomes even longer. Ensuring social distancing, safety, and hygiene of everyone attending becomes a big task. 

With cloud communication, you can host a virtual wedding with zero human contact—the most important factor that needs to be considered. 

Here, we have compiled a few significant points on how your wedding planning on the cloud can make your special day all the more blissful and memorable. Check them out right away!

• Better accessibility to data

As mentioned above, a wedding involves lots of planning which means an abundance of data that needs to be handled. When you plan your wedding on the cloud, there are several tools available that can help you categorise your data based on priority. 

Moreover, you may have to travel for your wedding which means you may not be able to access your device throughout. Does that mean you should put your wedding planning on hold? No, you deserve much more!

Planning your wedding on the cloud enables centralised access to data. This means you can access your data from anywhere across the globe irrespective of the timing and location. You can easily narrow down your wedding invites, virtually, while you are shopping for your various outfits. Now that is some serious multitasking.

• Improved planning

Proper planning is what you need for the success of your wedding day. An improper plan can ruin the fun of the day and leave you more stressed than ever. Doesn’t that sound hard? Cloud communication comes with state-of-the-art tools and software that help you set reminders and figure out your priorities. 

You can shortlist caterers, event managers, and photographers and compare them on the go to pick the best of your special day. 

Cloud can help you create an online checklist of things you have already done and what you need to do. You can plan the entire event from a single screen.  This kind of clear-cut categorisation can help you eliminate errors and the possibility of missing details.

• Easy Collaboration

Ideally, you may have your friends and family members to help you plan for your big day. In that case, your online wedding information will need constant updates and the ability to work on the same page simultaneously. For example, you may be busy finalising the decorations and theme while your family may be zeroing in on the menu for the different events. 

Any confusion may be irreparable. Your cloud planner can help you with providing simultaneous access to files. When you update the status of the decoration as ‘to be finalised’, your family (wherever they are located) can access it. Again, edits and information transfer are made easy through the cloud thereby boosting collaboration, the key to planning any special occasion. 

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• Option to e-invite

One of the biggest challenges while planning your wedding is inviting guests. Usually, you will need to visit every guest personally and invite them to your wedding. However, the pandemic has made travelling and socialising close to impossible.

Cloud can help you overcome this difficulty. You can freeze your guest list on the cloud, create an online invite, and simply send personalised e-invites to your near and dear ones. 

You may call over your guests in person to confirm their attendance. This way, you can not only invite your guests but also get in touch with your relatives and friends easily. 

There is a myriad of options to create your e-invite. You may choose to play with colours and fonts to suit your theme for the day. These options to design your invite are user-friendly and usually do not need technical help to use them.

• Go for live streaming

Now that you have taken care of the guest list and invites, the next question is how do your guests attend your wedding? 

With the government imposing strict regulations to restrict crowding in public places, a huge gathering for your wedding may result in serious legal consequences. 

Cloud can again come to your rescue. You can come up with a list of close family members and friends to attend your wedding physically and open the option of live streaming for the rest of your guests. This may sound a bit odd but is a great way to have everyone together and be safe too. 

Cloud comes with live streaming compatibility that can help your guests attend your wedding from the comfort of their home while maintaining utmost health safety-most important. 

With several competent cloud phone service providers available in the market, you may choose any one of them to provide uninterrupted live streaming so that no one misses out.

• Create your website

Though you can allow people to attend your wedding through live streaming, your guests may still want to know a bit more about your upcoming nuptials. Cloud communication can help you develop your wedding website with exclusive details. 

The website can contain information about the bride and groom offering a deeper insight into their journey or could include fun segments like the bridal party or even an itinerary.

You can share information about how you planned your wedding or details about your wedding theme if you intend to set one. You can also choose to post personal pictures from your engagement party or other related events. All these options give you a chance to create a better bond with your guests and involve them in your happiness even during these testing and tough times.

• Access to FAQs

You may have friends and relatives who will like to surprise you on your special day despite the pandemic. After all the government does allow a limited number of people for special occasions. In that case, your guests can get information about the venue and timings of the function from an exclusive FAQ page on your website.

Again, not everybody is tech-savvy. Your guests may have issues connecting over your wedding streaming online or maybe curious to know about how it works. An elaborate FAQ page will detail this information without having you to attend and clarify queries over call every time.

• Share memories instantly

A wedding is an exclusive, special occasion. The memories of your wedding will be something you’ll cherish forever. Wouldn’t you like to share it with your close friends? 

Planning your wedding on the cloud can help you send pictures to your guest list almost immediately after the occasion. Moreover, this capability helps you catch up with friends and relatives who may not have been able to directly come or attend your wedding online. 

• Reduced costs

So many benefits of planning your wedding on the cloud? But will it cost a fortune? Absolutely not! You will only need to finalise your cloud provider and check for options you will need to plan your day. Your cloud service provider will take complete charge of the infrastructure and maintenance of the system till your wedding is done successfully.

All you have to do is choose wisely, utilise the options provided, and enjoy your day to the fullest possible at minimum costs!

Parting words

A wedding is an occasion to celebrate and connect with your close ones. However, the current pandemic scenario has made it difficult to even think about networking with people. Cloud communication capabilities can back your preparedness for your special day. Hopefully, the above-mentioned points will offer a peek into a few ways about how the cloud can help you plan your wedding during this pandemic.

The post Wedding In The Time Of Pandemic: How Cloud Communications Can Help You In Planning? appeared first on Blog | Acefone.