Deciding which cloud-based phone system is best for your company can be a daunting task. There are many different options available, each with its own set of pros and cons. In this blog post, we’ll compare a few of the most popular companies so you can have a better understanding of what’s available and cover their cloud-based phone system pros and cons.

RingCentral 

RingCentral is a popular cloud-based office phone system. It is feature-rich unified communication as a service (UCaaS) solution. They provide enterprise VoIP features that have combined internet telephony with messaging, audio, video, conferencing, contact centers and faxing. RingCentral only allows you to text if you have a direct RingCentral number assigned to your extension.

Pros

RingCentral makes it easy to call, message, and meet with employees and customers. They have everything located in one app which makes it easy to set up, use, and manage your communications. And, you can access the app from any device, whether it’s your PC, smartphone, tablet, or desk phone. 

People tend to love their HD video meeting offerings. It is a pretty generous free video meeting feature, which allows unlimited calling for up to 24 hours and up to 100 participants.

Cons

RingCentral is a global company, so it’s unclear where its cloud resources are located. If you’re far away from them, you could suffer from a slow experience. Their global nature also means that support is slow, some users have reported weeks-long problems without solutions while experiencing poor communication from RingCentral’s support team. 

Companies often have a difficult time setting up and managing the interactive voice response (IVR) menu. Doing anything outside of the standard seems to cause issues with the system. 

One user reported, “things that should be seamless like forwarding a vacationing employee’s phone to a call queue aren’t even possible. Want to add an extension/line for an employee? Too bad, that’s only possible if you add an external facing line.” 

It can also be notoriously difficult to end your service contract and migrate your numbers. So, if your company needs flexibility, this may not be the right VoIP provider for you. 

Net2Phone 

Net2Phone is a Canadian-based company that helps unify business communications. They offer a VoIP service that is “easy to set up, simple to use, and comes ready to go.”

Pros: 

Net2Phone has key features like all-in-one business calls, meetings, and messaging. And they offer a cloud-based call center phone system. They also allow you to view call reports, store audio records, and leverage performance wallboards. When you sign up, you will receive a personalized onboarding session that they say will help you achieve your business communication goals.

They service customers in +160 countries worldwide. They offer plug-and-play installs to customers who don’t need a customizable cloud-based phone system.

Cons: 

Customer support has been reported by some users to be lacking. If so, troubleshooting issues can take up much of your valuable time and put you at risk of missing important communication. 

Net2Phone’s onboarding team has been reported to be external consultants hired by the company. This puts the team at a disadvantage in helping customers get their phones set up or troubleshoot their issues. 

“Net2Phone promised pre-configured VoIP polycom phones that would have limited set-up once the phones are delivered to our office. This could not have been further from actuality. The onboarding engineer/project manager was kind and well-intentioned, but did not seem to have a command of the system or the necessary tools for proper onboarding (the onboarding team are consultants, not actual net2phone employees)” says one user.

Users have also reported difficulties with canceling their services and continuing to be charged after you have canceled. If you are looking for a robust customer support team, this may not be the right provider for you. 

Dialpad 

Dialpad is a cloud-based phone system that can connect your team through voice, video, messages, and online meetings. Dialad is a UCaaS system that has text messaging software built into it. 

Pros:

Dialpad has an intuitively designed platform with a streamlined user experience. They have modern communication features and offer competitive pricing models. Dialpad makes it easy to integrate with Google Contacts. They also provide auto-generated and useful VoiceIntelligence transcripts of calls. 

Cons:

Dialpad’s pricing model is prohibitive for small businesses. They do not allow anyone on their lower price tiers to access basic features like IVR or setting holidays. And, Dialpad’s pricing is high for the features they offer. 

Users have reported that they have been mistakenly charged for lines they did not use, but Dialpad would not refund them nor remove the unneeded line. The user said it was very difficult to remove lines but adding them was easy. 

Lower-tier packages also do not have direct access to customer support. 

Nextiva 

Nextiva is a simple, affordable VoIP phone service. They offer cloud PBX with video conferencing, a mobile app, call recording, and other enterprise features. 

Pros:

Nextiva’s auto-attendant settings are easy to navigate. Their ease of use is top-rated among many. Nextiva phones come pre-setup and the onboarding process is streamlined and straightforward. Technical support of often readily available. 

Cons:

Be wary before you sign into the Nextiva contract and be sure to read the fine print. One user reported that Nextiva’s “pricing and contracts all but force you to stick with them long term or pay an arm and a leg to leave.” Termination costs appear to be the remainder of your existing contract yet the contracts appear to auto-renew without warning. 

Another user has noted that they stopped using Nextiva due to poor call quality and customer service. Their client calls were dropped frequently and yet they are locked into a 3-year contract. 

If you are looking for flexibility and a transparent contractual agreement, Nextiva may not be for you.

Intratel 

Intratel is an excellent choice when it comes to choosing a cloud-based business phone system. We offer enterprise-grade features and advanced tools to give businesses of all sizes the opportunity to have a powerful, reliable communications system. 

Pros:

Our services come at an affordable price with several calling plans, making us one of the most cost-effective solutions out there. Plus, we don’t require any long-term contracts or commitments so there’s no risk associated with trying our service. When you sign up for Intratel, you’re signing up for freedom. You can cancel any time, but we’re sure you won’t want to. 

Users report great support and staff and excellent pricing. We’re proud of our reviews and reputation and feel like they tell a full picture of how we run our business. 

The combination of features, affordability and flexibility make Intratel a great choice for any business looking for a cloud phone system provider. Even if you’re currently locked in a contract, we can help. 

Cons:

While our number porting fees may be on the higher side of the industry average, we provide competitively priced tiers and a la carte services so you can tailor your services to your needs. 

Why Choose Us? 

Intratel is a cloud-based phone system Canada loves. 

Where other providers fall flat, Intratel continues to exceed expectations. For example, we know that your experience is faster and better when you are closer to the region your cloud resources are located. That’s why, at Intratel, 100% of our network is owned and operated locally in Tier 3 Canadian data centres. We also partner with all the major carriers so we can guarantee you top-quality communications paired with small business-like customer service.

We are proud to provide local, Canadian services to our communities. Get A Quote Today!

With Microsoft Teams, you have the ability to directly route phone calls through the Public Switched Telephone Network (PSTN) by utilizing a technology called direct routing. Microsoft Teams direct routing allows you to connect your Voice over IP (VoIP) provider directly to Microsoft Teams, giving you more control and flexibility over your calling capabilities. 

In this article, we’ll give you a brief overview of Microsoft Teams call routing and how it can benefit your business.

Introduction to Microsoft Teams Direct Routing

As we mentioned before, Microsoft direct routing allows you to connect Microsoft Teams PBX to a third party VoIP provider such as Intratel. This gives you more control over your calling capabilities, as you’re not limited to the calling plans that are available through Microsoft. 

Keep in mind that Microsoft is not a telephone company. By going directly to the source with a company like Intratel, you will enjoy a fully Canadian voice provider that provides high-quality calls and business-level support. 

How Does Direct Routing Work? 

With Microsoft Teams direct routing, calls are routed from your Teams apps to the Microsoft PSTN gateway, then to the Direct Routing VoIP provider, then to the Microsoft PSTN gateway. From there, the call is routed to its destination through the public switched telephone network (PSTN). 

Benefits of Utilizing Direct Routing 

There are many reasons why you should start using direct routing for your business’ communication needs. 

One of the most significant advantages is that it increases your company’s mobility. Because Microsoft Teams direct routing allows you to work from anywhere in the world as long as you have an internet connection. 

Here are several other benefits that come with utilizing direct routing for your business phone calls: 

• Increased Flexibility: As we mentioned before, one of the key benefits of direct routing is increased flexibility when it comes to your calling capabilities. With direct routing, you’re not limited to the Calling Plans that are offered by Microsoft—you can choose any Teams Direct Routingtrunk provider that meets your needs. 
• Cost Savings: Another benefit of using direct routing is cost savings. In many cases, it can be less expensive to use a SIP trunk provider than it is to purchase a Microsoft Teams plan for direct routing.
• Improved Call Quality: Because calls made with direct routing are routed through your chosen SIP trunk provider before they reach the public switched telephone network (PSTN), you can often enjoy improved call quality. 

Why do Teams use Direct Routing? Increased Efficiency and Collaboration 

Working with Intratel, you can connect to Microsoft Teams’s PSTN. This will help you to streamline processes and increase efficiency. For example, let’s say you have someone in sales who needs to transfer a call to customer service. With direct routing, they can do that without having to leave the Teams interface or even put the caller on hold. They can simply drag and drop the call into the relevant channel where customer service is available. 

What do I Need for Microsoft Teams Direct Routing?

To set up Microsoft Teams Direct Routing, you need to connect to a supported Session Border Controller (SBC). An SBC connects your Teams infrastructure to Microsoft Phone System. 

If you don’t have an SBC, you can use Intratel Communications. If you go with Intratel, you do not need a Microsoft Teams calling plan. Once you’re with Intratel, we can help you set up and configure for Microsoft Teams Direct Routing. 

Microsoft Teams Direct Routing allows you to connect to Microsoft Phone System in Office 365, so you will need to have a Microsoft 365 organization that you use to host your Microsoft Teams users, and the configuration and connection to our SBC. 

You will also need one or more telephony trunks. These trunks connect to the SBC. The SBC connects to your Phone System through Direct Routing on one end. The SBC can also connect to third-party telephony entities, like:

• PBXs and
• Analog Telephony Adapters

Any PSTN connectivity option connected to the SBC works. This connection enables you to use Microsoft Calling Plans or Microsoft Phone System features with your existing devices and phone numbers. 

We can Help You with Your Microsoft Teams Direct Routing needs

Now that we’ve gone over what Microsoft Teams Direct Routing is and how it works, let’s review some of the key benefits: increased flexibility, cost savings, and improved call quality. If you’re looking for more control over your calling capabilities or want to take advantage of cost savings, then direct routing may be the right solution for you. 

Intratel Communications is a leading provider of Microsoft Teams direct routing solutions. We offer a variety of different plans to suit the needs of businesses of all sizes. 

We also provide support, so you can always get the help you need. Contact us today to learn more about our Microsoft Teams direct routing solutions. Get A Quote Today!

Having a small business can come with a lot of advantages. The first being that you are your own boss and make all of the decisions. You also have the ability to choose your hours, your staff, and your products or services. While this may seem like a lot of freedom, it also comes with a lot of responsibility. 

One of your most important responsibilities is ensuring that your small business is using the right software and allocating proper resources. And, software to manage your PBX phone system may be the right choice for you. It is important to have a phone system that is reliable and efficient. 

Otherwise, you may end up losing customers and wasting money. But, it is also important to have software that can maximize your phone system and productivity. That’s where PBX management software comes in. 

PBX management software can help you to keep your PBX system organized and running smoothly. The software can help you to track calls, manage voicemails, and even record calls for training or quality control purposes. A good PBX management software will save you time and money in the long run. It is an essential tool for any small business owner.

What Are PBX Systems For Small Business?

To start off, PBX, or private branch exchange, is a telephone system used by businesses with multiple employees. If you are aware of PBX and how it works, skip ahead to the next section. 

A PBX phone system allows employees to communicate with each other and the outside world without using the public telephone lines, either cloud hosted or on-premise. A business with a PBX system will have its own telephone number and will be able to manage its incoming and outgoing calls internally. 

A PBX system can be very helpful for small businesses, as it can save money on long-distance calls and help to improve employee productivity. In addition, a PBX system can be easily expanded as a business grows, making it a scalable and flexible solution for small businesses.

Some of these systems are hosted PBX systems, which means they are cloud-based instead of on-premise systems. This means they can be managed by a provider, saving your small business from upkeep and management costs. Finding a hosted PBX provider in Canada is a great way to stay local and ensure your business is taken care of. 

What can PBX Management Software do for me?

You can manage and monitor your on-premise PBX phone system with software. If you decide to go with Intratel, we can provide you with our web-based PBX management software. With that, you can automate your system upgrades and configuration, saving you time. 

Intratel’s PBX management software is web-based. You can access it anywhere to:

• Provision new phones
• View call detail records (CDR)
• Manage call recordings
• Setup IVR/voice menus
• Control call forwarding/follow-me features
• Keep tabs on your phone system. The software will automatically notify you when a critical event occurs by sending an alert via email. 
• Send and receive SMS / IM messages
• Manage hunt groups
• Manage custom schedulesH2: How do PBX phones work and how does PBX Management Software fit in?

PBX phones are the backbone of many businesses, small and large. Understanding how they work can give you better insight into how the management software works. A PBX system is a phone system that routes calls within a company or organization. Calls can be transferred from one extension to another, and outside calls can be routed to the PBX for incoming calls. 

The PBX system is controlled by a central switchboard, which allows operators to manage a large number of calls with ease.

Hosted PBX systems specifically can also supply small businesses with VoIP solutions. VoIP stands for Voice Over Internet Protocol and it works by transmitting data over the internet. Because this transmission happens at the speed of light, there is little to no difference in the end result when compared to analog calls. 

The PBX management feature is available with:

• On-Premise PBX
• Call Centres Solutions

How do I know if I need PBX Management Software?

If you are a small business with a PBX phone system, then PBX management software is for you. 

PBX management software can help small businesses to keep track of their PBX system, ensuring that it is running smoothly and efficiently. The software can also provide businesses with insights into how the PBX system is being used, helping to identify any potential problems. As a result, PBX management software from Intratel can be an invaluable tool for small businesses. 

How VoIP solutions can help small businesses

If you’re not fully convinced you need PBX management software, perhaps what you need is simply a VoIP solution for your small business. 

VoIP solutions can be very helpful for small businesses for a number of reasons. First of all, VoIP is much less expensive than a traditional phone line, which can save a small business a lot of money. Additionally, VoIP allows businesses to add features such as call forwarding and voicemail that can make it easier for customers to reach you. 

VoIP is very easy to use and set up, so small businesses can start using it right away without any disruptions. VoIP solutions can be a great way for small businesses to save money and stay connected.

Finally, VoIP can be used from anywhere with an internet connection, so even if a business is closed, customers can still leave a message. VoIP solutions are becoming increasingly popular, and for good reason — they can provide a big boost to any small business.

Intratel is a trusted Canadian business. Many other small businesses like yours have used our PBX systems to better their bottom lines. Let us show you what we can do for you, get a quote today!

Are you looking for a more efficient and cost-effective way to manage your business communication needs? If so, you may want to consider SIP trunking. But what is SIP trunking and how does it work? This guide will provide you with all the information you need to understand this communications technology and determine if it’s the right fit for your business.

What is SIP trunking and why do businesses need it?

Are you asking yourself, what is a SIP trunk? Well, in its simplest form, a SIP trunk is essentially a virtual version of an analog phone line.

SIP trunking is a VoIP technology that allows businesses to make and receive phone calls over the internet. It stands for Session Initiation Protocol. SIP trunking can be used with both on-premise and cloud-based PBX systems, and it offers a number of benefits for businesses. 

Perhaps most importantly for businesses, SIP trunking can help to reduce calling costs by eliminating the need for dedicated voice lines. In addition, SIP trunking can improve call quality and reliability by providing a more consistent connection. SIP trunking is also highly scalable, so it can easily accommodate future growth because without physical phones, you can add or remove lines easily. For all of these reasons, SIP trunking is an increasingly popular choice for businesses of all sizes.

How does SIP trunking work?

SIP trunking is a telecommunications technology that uses the SIP protocol to establish and terminate VoIP calls. SIP trunking allows VoIP calls to be made using a public IP network, such as the internet, instead of a traditional telephone network. 

With Intratel, SIP trunking works with your business through a remote connection. Since it’s not bound physically, you can move your business location without needing to change or transfer your phone number. 

What is SIP trunk pricing like and how can businesses save money with it?

SIP trunk pricing depends on your provider, however, Intratel Communications provides tiered pricing levels with the opportunity to add on features. It starts at 19.95 monthly per user. 

Phone systems with SIP trunking in Canada can attach to international phone numbers, which means they can receive calls globally. This has a huge benefit for companies who do business globally as it provides customers with a low-cost option for long distance calls. 

If your business typically has a high call volume, it’s easy to add more lines to match your needs. On the other hand, if you receive low call volume, we can decrease the amount of SIP lines. This will cut costs, making sure you only pay for what you use. 

Great for remote working  

SIP trunking can be used to connect remote workers to their central offices, thus allowing businesses to take advantage of cost-free communications across different office locations. Intratel Communications offers SIP trunking services that can be used to improve remote working. And, in this day and age, every bit helps. 

Other benefits SIP trunking can provide businesses 

SIP trunking can provide businesses with a number of other benefits besides cost. For example, SIP trunking can improve call quality by through VoIP technology — so long as you have a strong internet connection. At Intratel, we can help you to upgrade your internet connection if you need to. 

SIP trunking can also provide businesses with greater flexibility when it comes to adding or removing phone lines. SIP trunking can attach to your existing on-premise PBX or Microsoft Teams platform.

Is SIP trunking right for me?

If your business relies on phone communication and wants to keep costs low, SIP trunk technology could be for you. You will need a strong internet connection for the calls, however, Intratel Communications can help with that. 

What are some of the most important factors to consider when choosing a SIP trunking provider?

When choosing a SIP trunking provider, there are a few key factors to keep in mind. You will want to ensure that your provider can give you the support you need. If something were to happen, your business’ communication is of the utmost importance. Find a provider that is trusted to provide impeccable customer support and who is responsive to your needs. 

Second, you’ll want to consider the provider’s pricing structure. Make sure that the provider offers a competitive price for their services. And, it can often be a bonus to find a provider that offers tiered pricing or flexibility with add-ons. You don’t want to have to pay hidden fees or surprise costs down the road.

Third, you’ll want to consider the provider’s features and options. Make sure that the provider offers the features and options that you need. Bonus points if that provider can customize their features to your needs! 

Fourth, you’ll want to ensure you’re not entering into a contract you can’t get out of. With Intratel Communications, we offer our customers no contract services so you have absolute freedom. If you find our services aren’t for you, you can leave with no penalty. We pride ourselves on striving for 100% customer satisfaction.

You’ll also want to consider whether or not your provider is local. For us at Intratel, being 100% Canadian means that our solution is compatible with almost all major phone systems and providers in Canada. This is important to us because we pride ourselves on being one of the most reliable SIP trunk providers. We have a great, trusted reputation as a leading SIP trunk provider in Canada.

Since it was first introduced, VoIP has quickly been selected as a cost-effective and future-proof option for PSTN. By 2021, VoIP users have reached 3 billion tags – a considerable achievement compared to only 2 million businesses connected to the landline. With more companies keen on employee mobility and flexibility, there are no signs that this trend is changing or declining. But is it time to officially call PSTN Termination?

What is PSTN?

PSTN (Public Switched Telephone Network) is a traditional circuit-switched telephone network. It is best described by other acronyms, POTS or the plain old telephone system. Since the late nineteenth century, it has provided infrastructure and services for public transportation and replaced landlines as an alternative to personal and commercial communication.

What is VoIP?

Over the past 30 years, VoIP has made rapid progress in the telecommunications industry, proving its reliability and versatility. VoIP depends entirely on an Internet connection to make and receive calls. The audio data is sent over the network as compressed packets and decoded and decompressed at the receiving end.
The main difference between PSTN and VoIP
While enabling successful long-distance communication is the ultimate goal of both networks, it paints a list of similarities to the end. However, when this is considered, PSTN and VoIP take two completely different paths toward this goal. For example:

Technology and hardware

PSTN is a two-point circuit-switched network. It consists of copper wires that are used to transmit analog audio data. They rely heavily on telephone wires, switching hubs, and cabling systems to ensure high-quality audio transmission.
On the other hand, VoIP is a packet-switched network that sends digital audio signals from the sender to the receiver in real-time via a Wi-Fi or Ethernet connection. Users have the flexibility to make calls from their existing landline using a dedicated VoIP desk phone or adapter or by downloading an electronic phone to their mobile phone, tablet, or computer.

Expenses

Call charges on a traditional landline are based on distance and time. For a person who makes frequent international calls, this means having difficulty estimating the vast and unexpected monthly bills and their communication budget.
However, in the case of VoIP, your standard monthly subscription eliminates the element of surprise. This monthly or annual rate is determined by the users and features you want to apply and can be modified entirely to meet your business needs.
In addition, unlike PSTN, VoIP does not require significant infrastructure costs on hardware, wiring, and personal telephone installations. VoIP telephony efficiently reuses existing devices and internet connections without the need for any additional initial investment. It is manipulated that companies can save up to 80% by eliminating traditional circuit-switched networks.

Features

Since PSTN can only make and receive calls, VoIP telephony is a clear winner when we consider the features on offer. VoIP is not just about making calls but getting the most out of each call. Offers a complete set of default features, including:

• mail
• Call transfer
• Call recording
• Call monitoring
• Call queue
• Call forwarding
• Availability status etc.

Some systems may even offer simple AI-powered devices like Digital Receptionists. It helps customers in a timely and efficient manner using automatic commands, queue, and on-hold music. In addition, automated service handlers can collect basic caller details with more sophisticated software to help agents quickly adapt their approach to customer needs.

PSTN Advantages

Although lagging in terms of cost and features, it still sets the standard for: Security: VoIP’s reliance on the Internet to transmit data is its most significant strength and weakness. While Internet setups are vulnerable to malicious cyber-attacks, companies that handle sensitive data prefer traditional landlines. Quality: It’s not that VoIP doesn’t match the quality of land calls, but it often doesn’t have the same consistency. With PSTN, signals typically travel at high speeds using copper wires and are not subject to low bandwidth.
Utility: Businesses seek the benefits of VoIP – making changes is never easy. The landline has long been an easy-to-use solution and a comfortable area for many employees and managers.

VoIP Advantages

In addition to being a unique and cost-effective solution, as discussed earlier, VoIP offers several benefits that are hard to miss:
Flexibility: Select the device, providers, SIP trunk, number, and country-code you want to use. IP telephony offers unimaginable freedom and control over setting up connections.
Mobility: Lack of dedicated infrastructure means the system can be adapted from anywhere, providing employees with all the tools required to be productive.
Scalability: With just one click, you can upgrade or downgrade your subscription to meet the needs of your current business and eliminate the need for long (and expensive) hardware replacements.
Maintenance: Most VoIP maintenance can be done through automated software updates that are free and take a few minutes to install.

Conclusion

We cannot deny the VoIP’s contribution and innovation in communication. VoIP is a clear choice for many simply because of its comfort and flexibility. However, we will not be in a hurry to announce the death of PSTN. POTS still offers unparalleled reliability and consistency. As a result, it serves as a backbone and safety net for many companies trying to get the most out of VoIP.

Where to get the best VoIP service?

Intratel is a leading provider of business telephony / VoIP systems and solutions. We use our innovative and full-service capabilities to provide your business with affordable, reliable, and specialized enterprise-class telephony solutions. Call us right now!

Companies have customers, and they interact with the company’s customer service agent, and the agents face challenges. Handling it professionally is essential for business success. It is vital to have a recurring client, and communication needs to be handled professionally and aesthetically. Poor customer service benefits competitors.

Many factors manage these challenges. For example, customer service may seem impossible, but modern technology indicates a flash of light at the end of the tunnel.

The primary way to manage these challenges and barriers is to respond effectively, with restraint, and on time, thus positively impacting customer service evaluation and increasing customer loyalty and business profitability.

Here are some common pitfalls that large and small companies face in customer service –

• The customer service agent may not answer the question accurately.
• Turning blind calls to the wrong departments.
• Not understanding what the customers want.
• Dealing with angry customers.
• Report problems to supervisors and incorrect data.

Here, the role of the contact center solution comes in!

A contact center solution is a platform that facilitates customer communication through setup or software that is deployed through the cloud or on-premises in the enterprise.

Organizations can use call center software solutions for incoming and outgoing calls. For example, your agents, support teams, or sales teams can use cloud or on-premises calling and live chat for their communication needs. Cloud-based call centers are hosted in the cloud because there is no infrastructure to take care of, which is one of the most lucrative options companies are turning to.

Call center solutions can be integrated with Customer Relationship Management (CRM) of your choice to maintain a customer database with past customer interactions, which can help agents learn, track past issues and provide quick solutions. With a call center solution, your organization can be available 24/7 and use many features like conversational A.I., chatbots, voice bots, and voice blasters that improve customer service processes and reduce reliance on customer service agents. Your agent only needs to be present to clients whose queries have not been resolved by A.I. or chatbot functions, thus reducing human agents’ workload and helping them focus on more important concerns.

Some of the benefits of call center software that you should be aware of –

Reduce human error 

Minimize human error when a customer calls in odd working hours or reduced business hours, as organizations employ less-skilled workers. Also, sometimes there are excellent knowledge-based training programs that customer service agents need to study and understand. Using Call Center Software Solutions, A.I. can handle simple routine queries, and complex inquiries can be left by simply routing calls to the human customer service agent.

Improved efficiency and productivity

An overview of how your organization’s customer service sector works is one of the most significant insights that all businesses seek. Organizations may be available 24/7 for customer support using A.I. cloud-based calling solutions. They may raise necessary/complex questions to human agents by accurately routing calls while maintaining call details/call tracking and logs through the cloud.

Consistent customer experience

Customer satisfaction is critical to a business’s success as it is the final point of contact for your customers as they judge your organization’s ability to provide services. Therefore, an organization needs to use the right solutions to communicate with customers. Unfortunately, sometimes a customer service agent forgets to move an important thing or takes training. These issues lead to inconsistencies in customer service. Combining quality call center software with a live chatbot or voice bot can help alleviate this problem by becoming more intelligent over time and more accurate when interacting with customers. In addition, the best call center software provides customers with a consistent experience every time they make a call and provides a seamless transition through a human agent between incoming calls.

Quality Inspection

You can check the quality of service provided to customers with transparency and check the basics of call tracking to check the agent skill set, listen to customer and agent calls, or call if the agent makes a mistake. Verified reports, including call times, resolution repair times, waiting times, etc., can also show revenue per call.

Best Vision = Best Strategic Decision = Best Business 

Improved reporting metrics, real-time updates, instant decisions, and the latest insights help make the best strategic decisions for organizational improvement. In addition, it helps to establish excellent customer relationships without worrying about call tracking, incoming call alerts, live chat, or complete call center software solutions.

Cloud-based call center solutions also help speed up your business process while working from home!

• It makes your process scalable, manageable, customizable, and accessible.
• Ignores the need to install additional hardware
• It makes the transition convenient and smooth for the call center agent and, in turn, makes it easy for the organization.
• Remote work saves company costs.
• Automated processes for managing stress due to low workforce and high demand

With cloud-based software’s enhanced convenience and ease of use, call center-related processes are streamlined. As a result, many companies are more involved in cloud-based customer communication technology, as the Covid-19 is the new generic for adapting to environments and situations.

With the above features and benefits, organizations must take advantage of call center solutions to grow their business smoothly and efficiently.

There are plenty of options for cloud-based phone systems. A cloud-based phone system is a telephone service that allows you to make calls over the Internet and store data in the cloud.

These systems are affordable and reliable.

Of the many phone systems available for small businesses, the cloud-based system is the most popular choice, offering reliable service, low cost, and many business-friendly features. 

What is a cloud-based phone system?

A cloud-based phone system is a telephone service that allows you to make calls over the Internet. It is also called Cloud Calling or Voice over Internet Protocol (VoIP) phone system. Cloud-based phone systems work differently than traditional analog phones, which use copper wire or optical fibre to make connections between two contacts so that that data can be stored and hosted in one or more secure data centres. 

Cloud-based phone systems can be used using many devices, such as traditional phones with adapters, smartphone apps, computer calling software, or VoIP-enabled phones. A cloud-based phone system is a hosted PBX or private branch exchange. All data is stored and accessed through the cloud, saving you time and money by allowing you to update and protect your information quickly.

Features for a cloud-based phone system

The main advantage of a cloud-based phone system is the abundance of features that come with your package. Here are the key features you should check:

Voice Mail: This feature is standard with cloud packages and permits you to receive messages during missed calls.

Messaging: Also called team collaboration, this feature permits many collaboration methods such as screen sharing, file sharing, document editing, and conferencing.

Do Not Disturb: It sends all incoming calls directly to voicemail without the phone ringing.

Caller ID. It lets you know who is calling. Caller ID shows caller number and name- This can be useful for identifying which calls are important and which calls are spam.

Ring group: Group ringing is a valuable feature for a team answering a group call from the same client. Whenever the phone rings for that team, every member will be notified.

Call forwarding. This feature allows users to send calls to another number.

Online management. Most cloud-based phone systems are managed through portals or management systems where administrators can add users, assign numbers, create ringing groups, and view contact data. In addition, users can check voicemail, access company directories, and set up call forwarding routes.

Unified Communications. It is also known as a single cloud solution or an entire cloud platform. It enables real-time collaboration and allows businesses to integrate their communications services such as CRM, live chat, analytics, and more into one app.

Voicemail over text or email. Voicemail to Email, or Voicemail to Text, is a handy feature that translates voicemail messages into email messages or text formats that are easy to manage.

Automated attendant: The auto attendant automatically answers phone calls to your business and directs the callers they are trying to reach.

How do you decide if your business needs a cloud-based phone system?

There are several factors to consider to find whether a cloud-based phone system is appropriate for you. They are: 

Equipment: Whether you already have IP phones that can easily connect to the cloud system? Or are all your phones traditional and need a desk phone adapter? Your existing equipment can significantly impact costs, so think carefully.

Cost: You have to decide the features you wish to pay for your current system, features you do not need, and features you prefer in your new system. You need to check whether these features are included in your package or add-on is required.

Reliability: Cloud-based phone systems are dependent on the Internet. So have a solid and secure internet connection. 

Your business: Whether you possess a small or medium-sized business, Cloud-based phones can be a great way to save money on installation and maintenance and provide constant flexibility to make changes to your calling system with your business.

How to find a cloud-based system provider

After deciding that you wish to possess a cloud-based phone system, the next step is to find a provider. Every provider will offer different features and packages at different prices, so you need to evaluate which one best fits your requirements.

The best way to find a suitable cloud-based phone system provider is to do diligent and thorough research. Read company reviews, see if they offer any free trials, and see if they have any recommendations with other small business owners in your industry. Checkout Intratel it is one of the best cloud-based system provider company in Canada. Call us today!

With the current telephone infrastructure, changing technology, and evolving systems, companies and organizations need to adapt and change to more advanced telephone systems. Today, our latest technology supports VoIP and mobile, making business processes easy, smooth, and fast.

However, the valuable features of the phone system are essential to realizing the full potential of your business. Below, we list the key features you should consider when switching to an IP PBX system.

1. Call Transfer

Today’s phone systems have a real-time call forward feature that allows colleagues and customers to contact you on your mobile or other available communication devices. This feature allows you to customize settings to connect to all your devices simultaneously or as your choice. If you can’t reach all devices, your phone system will automatically route the caller to your voicemail.

2. Call waiting services

If you’re on the phone, call waiting will secretly notify you in the background that there is an additional incoming call. This feature will allow you to decide what action to take, such as calling, putting the caller on hold, or sending voicemail when your conversation ends.

3. Do not disturb

This feature is self-explanatory- this allows you to stop receiving incoming calls for a specific period, which is especially useful when meeting or doing something fundamental.

4. Conference call

The ability to organize video or audio meetings with multiple employees or clients in different locations is a feature of easy modern management through reliable telephone systems with call conferencing capabilities. That will showcase the company’s professionalism and the flexibility of your business in terms of your operational business matters. You can make these calls through the softphone applications on the computer or through the tabletop IP phone units.

5. Auto-attendant

The auto-attendant is the core of the business phone system. It is part of the call that welcomes callers, provides them with a list of options, and relies on the option entered using the telephone keypad to direct them to the appropriate section or extension. Auto-attendant becomes essential even in small organizations, especially for organizations without dedicated staff for the reception duty.

6. Recording features

Call recording is another essential feature for businesses. When you can record calls, you can improve customer perception and satisfaction. This feature forms an audio file that you can retrieve, archive, share, or review from the system server.

7. Security

Security is essential for all businesses, large or small- This is because potential customers and business partners always face a safe and secure environment, which prevents hackers and malicious people from accessing critical information. In addition, many commercial phone systems today rely on the cloud, which means company data is secure because these systems are equipped with a firewall.

8. Call recording and analysis

Most IP PBX systems provide:

• Only basic call recording features.
• Recording all incoming and outgoing calls as well as the date.
• Time and duration of each call.

However, your PBX system should be able to sort call logs by type and duration and download call logs into Excel spreadsheets for a more detailed logging and reliable design.

9. Active call control

This control feature allows supervisors and managers to listen to calls, instruct employees, especially trainees, and join ongoing calls. In addition, this feature makes it more convenient for administrators to monitor employee performance, making it easier to achieve customer satisfaction.

The real challenge is running the business and ensuring that the company runs smoothly. However, investing in an IP PBX system with specific features should make your job easier and more manageable.

You can get all the services mentioned above at Intratel. Moreover, Intratel provides high-quality Hosted PBX for business, On-premise phone systems, call-centre solutions, VoIP phone lines for business. Call us today!

With an increasing number of calls, dropping calls has become one of the biggest problems in the call centre environment. In addition, due to various reasons, customers are inadvertently reaching out to more and more customer support.

The final decision on a product or service is increasingly dependent on consulting experts or support agents. Consequently, consumers are looking for such advice to find meaningful solutions.

Contemporary call centre phone solutions have improved the situation and made it more productive to handle the large number of daily calls that challenge the current state of the customer support system.

Abandoned call indicates that call centre functionality cannot match customer support environment requirements. Customer waiting time is another factor affected by many variables, such as agent awareness and handling customer queries efficiently.

There are ways to help reduce the call drop rate at your call centre.

1 – Intelligent call delivery

With the advent of the cloud, call centres use automatic call delivery as incoming call centre become busy and unavailable. Automatic call distribution (ACD) is a significant way to create a platform for customers to receive their calls on purpose and get the most out of them.

Helps manage incoming calls by choosing an order to deliver or root calls between agents quickly.

In addition, skill-based call routing is another feature that helps a lot in dealing with customer inquiries as customers get the most appropriate solution in the least amount of investment time.

Skill-based routing is a call assignment method used in many call centre to route incoming calls to the most suitable agent rather than selecting the next available agent.

Since the agent handles many calls, it is vital to root the call to the most appropriate agent who can offer a solution to reduce the chances of a call being abandoned.

2 – Using IVR as a self-assist tool

Interactive Voice Response (IVR) is an excellent self-help tool to guide customers in a meaningful way.

IVR allows computer systems to communicate with callers using DTMF tones, voice, and keyboard input. These systems respond with pre-recorded messages depending on the caller’s information.

The design of the IVR system makes it easy for service providers to use and intuitive. In addition, the straightforward menu helps customers effectively because they can find a solution independently. In any case, if the answer is not visible, the line of direct agents is always open.

With IVR, customers can quickly find solutions on their own, which builds customer satisfaction and trust.

3 – Give your customers the option to call back

The callback option is the best way to get your customers in touch with your business and profitably eliminate waiting.

Customers can receive a callback by dropping their number in the callback.

After the customer selects the callback option and shares their number in the call centre, the agent receives a notification to call back to the customer with the specified call number. This strategy enhances the customer experience as they do not have to place the call in the queue and will not charge the call.

4 – Change the frequency of messages in the queue

Playing a similar pre-recorded message can annoy customers while they wait. So instead of playing the same statement, you can toggle the message until you contact the proxy. Because with each repetition, customers are moving away from their activities.

Also, most people prefer to listen to music while standing in the call queue.

5 – Use integrated CRM software

CRM (customer relationship management) helps monitor call volume patterns based on hours, days, weeks, and months. By analyzing this data, managers can hire call centre agents for peak hours so that queues do not apply and get out of control.

6 – Increase resonance time

The “ring-ring” sound is more familiar to consumers. Moreover, it reduces the chances of disconnection because it has been psychologically proven that most people habit listening to rings rather than automated messages.

If you start a call with an automated message, it may annoy the caller. So instead of triggering an automatic transmission at the beginning of the call, create a few rings first. This small change will help reduce your call centre abandonment rate.

Leave every chance of dropping the call.

The number of calls increases rapidly, making calls a more challenging environment. However, you can bridge the widening gap between the customer and the call centre by utilizing the resources efficiently and choosing the methods mentioned above to handle the volume of calls.

Whom to contact to reduce the call drop rate?

Intratel provides the best solution to reduce the call drop rate effectively. We utilize our innovation and capabilities to deliver reliable and affordable telephone solutions to your business. Also, we focus on quality. So contact us today and reduce your call drop rate.