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8 Proven Ways to Get B2B Customers in 2026

Posted on by Beny Mouen

Source: DepositPhotos.com - Lic#71168237 ID#27446420

Looking for refreshing ways to get B2B customers in 2026? Here we detail 8 ways and methods you can use to increase brand awareness and gain new customers.

Want to Know How to Get B2B Customers in 2026? Try These Tips!

In 2026, getting new business leads during a pandemic may seem like a challenge. However, don’t let that discourage you. Continue to make the right business moves and you will be able to acquire solid leads that will result in reliable relations. Try these 8 ways to get B2B customers:

Get B2B Customers with Marketing

Marketing continues to be an important avenue for gaining B2B clients. The more clients learn or hear about your products and services, the more likely they are to do business with you. After all, no one wants to do business with or invest in an unheard-of brand. So, what are some marketing tools you can use?

1. Customer pools and networks
One way to gain new clients and contacts is to build reliable networks with businesses similar to yours. Business networking refers to creating valuable relationships with business contacts and prospects. This can be done through small business exhibitions, networking sites such as LinkedIn, conferences, and so on.

2. Referrals
Once you’ve entered the relevant business networks, the next step is to use business referrals from someone within the network to recommend and/or review your service. Referrals happen organically in conversation or are a result of specific marketing strategies. The most effective way to get referrals is to identify important business influencers, build strong relationships, and request a referral. Another interesting way of generating referral traffic is through Q&A and educational websites that seek to educate and assist users while recommending your services.

3. Search engine optimization (SEO)
SEO has grown increasingly important in this day and age. Search engine optimization refers to optimizing your website to help it rank better in search engine results for relevant keywords. The higher your website ranks, the more visibility and credibility it acquires. Common SEO strategies include:

  • Keyword optimization
  • Writing quality and informative content
  • Writing original content
  • Building relevant links
  • Entering your company in online business directories such as Google My Business, LinkedIn, Bing, etc.

4. Email marketing
Another common digital marketing tool, email marketing, has been used for years and continues to prove effective. Based on your market research and network connections, you can send out customized emails informing clients of your products and services and offering “limited-time-only” discounts that encourage them to take action. Personalized emails — that is content that is relevant to the recipient — are 75% more likely to be opened.

5. Social media advertising
Social media marketing is another essential and successful digital marketing tool. Social media allows for a more specific and targeted approach. It is a live platform where your company can engage actively with customers. You can use your social media platforms not only for advertising but for educating potential clients of your products/services, discounts, customer reviews, etc.

Social media advertising includes placing targeted ads based on demographics such as location, gender, and interests. This can easily be done on common platforms like Facebook, Instagram, and Twitter. As most individuals are on at least one of the three platforms a few times per day, this is a successful way of targeting your ideal clientele.

6. Paid advertising
Lastly, paid advertising such as using Google Ads is a good way to get on target customers’ radar. You can create ads by including relevant keywords and your ideal customer profile. Customers looking for keywords or services similar to yours will come across your Google ad. Good and relevant ad copy can help you acquire customers that come under your ideal audience.

Another online advertising tool is pay-per-call marketing. This mobile-friendly type of ad allows you to include a call now button on your website. This way mobile users that come across your ad while searching for similar services can click the call button and instantly place a call to your business.

Get B2B Customers Through Sales

The next method of gaining new B2B customers is through sales tactics. Sales include inbound and outbound calls where your business interacts directly with prospects and attempts to sell successfully.

7. Inbound sales
Inbound sales are sales made to prospects that have already interacted with your business or made a purchase. This includes upselling or cross-selling to existing customers. Or, reaching out to prospects who demonstrated interest in your service via contact forms, query emails, or phone calls. Here are some inbound sales tactics to get B2B customers:

  • Inside sales
  • Upselling and cross-selling to existing customers
  • Contact forms
  • Lead follow-ups

8. Outbound calling
Outbound calling refers to a business connecting with potential prospects, informing them of the brand and its products, and making a sales pitch. This includes cold and warm calling to a predetermined list of potential customers developed through extensive market research. Or, reaching out to past customers that canceled or abandoned their interest. Some outbound calling strategies include:

  1. Cold-calling and prospecting
  2. Warm-calling
  3. Follow-up with past leads that did not convert
  4. Connecting with customers that canceled their service
  5. Reaching out to abandoned carts
  6. Cold targets that fit the ideal customer profile (ICP)

Related: 5 Tips for Improving Your Outbound Calling Strategy

Start Acquiring New B2B Clients!

While all of these tools and methods may not seem relevant to your specific business, try the ones that do and stick with them. Results are not instantaneous which is why you should give at least 6-8 months to see new changes and find tactics that work best for your business. And before you know it, you will have new B2B contacts and clients!

6 Reasons to Change Your Toll Free Number Provider

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#86885228 ID#27446420

Wondering if your toll free number provider is the best that’s out there? Here are 6 reasons you may want to consider switching your toll free number provider for a better option.

6 Reasons to Change Your Toll Free Number Provider

Your toll free number provider determines how customers interact with your brand. Whether it is through quick and high-quality communication or with the help of advanced technology such as hosted call recording and cloud IVR. Therefore, you must be sure that your current provider is the best that is out there and serves your needs effectively. Here are 6 factors to consider when evaluating your current toll free number provider.

  1. Support
  2. Call quality and reliability
  3. Access to cloud communications
  4. Cost and calling rates
  5. Access to advanced communication features
  6. Long-term contracts or high cancellation fees

1. Lack of Customer Support

Is your current toll free number provider accessible and easily reachable? A business phone number provider needs to offer multichannel and 24/7 support so you can connect with them easily in case of an emergency. Additionally, you need to be able to talk to a real person as opposed to an automated response, especially in regard to urgent issues. Lack of customer support is a leading cause behind businesses switching providers (phone numbers or otherwise).

2. Low Voice Quality

Another reason why you may want to switch to a new toll free number provider is if your current toll free number has poor quality. Most toll free service providers offer a call forwarding service through which your incoming calls are routed. However, if the audio is not high-quality, your calls will be interrupted and dropped. Customers usually have a bad impression of businesses that don’t take care of their communication system. Dropped calls or bad call quality can hinder good customer service.

3. Desire to Use Cloud Communications

Are you ready to get a virtual cloud phone system for your business? Virtual phone systems let you move your PBX system to the cloud. Hosted VoIP services offer you all the benefits of a virtual phone system without the bother of purchasing and maintaining expensive hardware or hiring an experienced IT team. Cloud phone systems can upgrade your existing toll free number system without tremendously increasing your cost of operations.

4. High Costs and Calling Rates

Do you want a plan with more comfortable rates? With advancements in telecom, a lot of virtual communication providers are able to offer common features such as call forwarding, IVR, hosted call recording, and so on. However, plan costs and calling rates may still differ. Don’t settle for a plan that goes beyond your budget with extensive calling rates.

5. Need for Advanced Communication Features

Also, don’t settle for mediocre business communication features. You have the opportunity to create the ideal business phone system along with your toll free number. Take advantage of what toll free providers have to offer. Look for premium services that can not only create channels of communication but those which can also help you track and measure performance. Features and services to consider strongly include:

  • Call forwarding and routing options
  • International call forwarding
  • Cloud IVR
  • Multiple extensions
  • SIP trunking
  • Outbound calling (with dynamic caller ID)
  • Inbound/outbound call recording software, and more

6. Don’t Want to be Locked in Contracts

Lastly, any toll free number provider worth their salt won’t ask you to make a long-term commitment or offer up high cancellation fees. You should be comfortable with your provider and if need be, get out and find another easily. United World Telecom, for example, does not require you to sign a contract, make a commitment, or pay any cancellation fees. We believe our excellent service speaks for itself. If your current provider has too many restrictions that make it hard to leave, then look for one that makes working with the service easier.

Consider United World Telecom

United World Telecom has been a reliable international toll free number provider for years and continues to offer high-quality communications to businesses across the world. You can get international toll free numbers for over 160 countries across the world, all while taking advantage of our excellent variety of communication features. To learn more about what we have to offer, chat with us, or call us today!

What is the Public Switched Telephone Network (PSTN)?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#14440355 ID#27446420

Here we will look at the public switched telephone network in detail. We will highlight important terminology, technology involved, costs, and alternatives to consider.

What is the Public Switched Telephone Network?

Public Switched Telephone Network or PSTN is a telephone service that connects various residents and businesses through underground copper wires. This type of phone service is also called plain old telephone service (POTS), a landline, and fixed-line telephones. Furthermore, this phone service has been widely used across the world for generations. However, advancements in telecommunication have resulted in a decline in demand for PSTN lines.

PSTN Terms Explained

To understand how PSTN works, you first need to familiarize yourself with important PSTN terminology. Here are terms to know:

1. Circuit switching
For voice to move from one point to the next, it needs to be converted into voice signals. These signals are transmitted through copper wires. However, to transmit to the destination successfully, they need a dedicated switch. Circuit switching is the act of operators plugging wires into a common panel so as to establish a connection between the two parties. They do so by plugging the caller and receiver’s wires into the same wire (also called a trunk).

In simpler words, when calls are made, the switches create a circuit between two phones and maintain the connection for the duration of the call.

2. Central office
A central office (CO), local exchange, or switching exchange consists of one or more exchanges. In fact, it may have as many as 10,000 lines. A central office hooks its subscribers to a PSTN line. All phones within an area connect to a local exchange located in the area.

When a local call is made, the call is sent to the local exchange and is then routed to the supplier. Since this is a local call, the call does not leave the local exchange.

Example: Calling a business located in the next building or block from your building.

3. Tandem office
A tandem office or junction network covers a larger geographical area and hosts multiple local exchanges. When you make a local call to someone in a nearby suburb or region of the same city, the call goes to your local exchange then to the tandem office which will then route it to the local exchange of the receiver’s location.

Example: Calling a business located in the next suburb but within the same city.

4. Toll office
A toll office is responsible for national long-distance switching. All tandem offices connect to a toll office. When you call an office or resident in another city, the call is switched via the toll office. This was common before the Bell System Divestiture.

Example: Calling a business located in another city or state within the same country.

5. International Gateway
The international gateway is responsible for international switching. This makes long-distance and international calling possible.

Example: Calling internationally.

what is PSTN
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How Does a PSTN Line Work?

A public switched telephone network combines phone networks across the world. These include:

  • Telephone lines
  • Cellular networks
  • Fiber optic cables
  • Switching centers
  • Cable systems

All these elements together make it possible for phones to communicate with each other. In other words, on dialing a contact, the call flows through a network and reaches the appropriate destination. This is the journey your call takes when using a PSTN line:

1. When you dial a number, your phone converts sound waves into electrical signals which are then transmitted to the terminal over a cable.

2. The terminal sends these signals to the CO.

3. The CO routes the call through a fiber optic cable to the final destination.

4. The call is routed to a CO or tandem office based on the type of call.

5. When the call reaches the appropriate destination, it is changed back to an electrical signal and routed to the terminal which then routes it to the appropriate number.

6. When the call reaches the receiver, the electrical signals are transformed back into sound waves.

Now while this journey seems complicated, it all occurs only within a few minutes.

PSTN Service for Business

When setting up a PSTN system for a business, you will be required to get a line for each employee. A small business with less than 10 employees might find this phone setup suitable. However, once your business size increases, you will need more lines leading to more costs. Generally, PSTN phone services charge about $20-$30 per month. This, however, does not factor in costs for set-up, maintenance, additional lines, handsets, and communication features.

Large corporations with more than 40 employees may find a private branch exchange (PBX) system more suitable. A PBX system converts your business into a central office. It also makes features like call transfer, conferencing, IVR, voicemail, etc., accessible. External calls are routed to your local exchange. And internal calls route through your PBX.

Most businesses prefer a PBX system to manage calls efficiently. However, an in-house system can lead to further expenses such as:

  • High set-up and installation fees
  • Software and hardware costs between $2000-$4000
  • Monthly in-house maintenance (hiring of an IT team, regular updates, etc)

All of this can lead to a heavy monthly bill.

PSTN Alternative: Hosted PBX and VoIP

However, there are alternatives such as hosted PBX and VoIP phone systems. Hosted PBX is a PBX service run by a third party business. You will not be responsible for regular maintenance or need to hire an IT team. Plus installation fees are much lower without the need to install heavy software and hardware on-site.

Additionally, you may also consider a voice over IP or VoIP phone system that routes calls through your internet or DSL connection. VoIP uses the internet instead of cable wire and therefore, you do not require a local exchange to make VoIP to VoIP calls. A call to a PSTN line, on the other hand, will require an exchange.

Additionally, instead of using circuit switching, business VoIP uses packet switching. When a number is dialed from the VoIP line, voice is converted into digital data or a packet which is then sent to the router. This router transmits the packet to the router closest to the recipient. This means that data is sent and received when needed and a dedicated line is not required. VoIP and packet-switching make business communication cost-effective and boosts productivity.

Related: How Does VoIP Connect to the PSTN?

Choosing a Business Phone Service

Deciding on a business phone service can be overwhelming. However, it is crucial to find the ideal system for your business needs. Call us to learn more about how our outbound calling service can improve business communications or whether PSTN is the service you need.

SIP Line vs. SIP Trunk: What’s the Difference?

Posted on by Chase Rogers

Source: DepositPhotos.com - Lic#20018711 ID#27446420

Many businesses offering local and international services often wonder if there is any way to modernize and enhance communications without receiving overwhelming bills each month. Well, SIP trunking and SIP lines make a fine solution. Let’s look at the difference between a SIP trunk and line so you can get the phone system that works best for you.

SIP Line vs SIP Trunk: Understanding the Difference

Oftentimes the terms SIP line and SIP trunk are used interchangeably. However, there are two components that work together and are not the same thing. Here we explain what each term entails so you have a better understanding.

What is a SIP Line?

SIP lines are also called SIP channels or SIP sessions. A SIP line is an element of a SIP trunk through which data can be exchanged between two points. A SIP trunk holds large numbers of SIP lines or channels. During calls, a SIP channel is the unit’s capacity to support an incoming or outgoing call. In other words, each call uses one channel.

And so, companies needing SIP lines are more than satisfied by one SIP trunk. However, exactly how many lines your business needs depends on the number of concurrent or simultaneous calls you handle per day. SIP providers offer a variety of plans:

  • Unlimited channels
  • Unlimited channels with a fixed number of session minutes
  • Fixed number of channels with unlimited minutes
  • Multiple trunks for multiple offices on the same network

What is a SIP Trunk?

SIP trunks connect your business’ private branch exchange or PBX system to the internet. In other words, it converts your traditional phone system into a virtual or digital version.

As noted above, a SIP trunk holds SIP channels and makes concurrent SIP calling possible. In VoIP phone systems, a SIP trunk can hold about a hundred SIP channels. These lines can be distributed across different departments, devices, and so on.

SIP trunking enables your business to make and receive calls over the internet instead of a traditional POTS line. This way, this method of communication supports both traditional as well as VoIP phone systems. With SIP trunking, you can transmit voice, video, text, and other unified communications.

SIP Line vs Trunk

Benefits of SIP Trunking

Why should your business consider SIP trunking as part of your communication system? Here are some ways SIP trunking benefits businesses:

1. Unified Communications: With SIP trunking, you can handle voice, video, and text transmission through one platform. Additional services are not required.

2. Low Cost and Set-up: SIP trunks don’t need extensive hardware or software to function. A reliable internet connection is more than enough.

3. International Coverage: With SIP trunking, your local and international business calling bills reduce tremendously.

4. Scalability: You can always add extra SIP lines to your SIP trunk if/ when needed. Again, there is no extensive set-up or installation required.

5. Tools for Better Customer Service: By providing voice, video, and text communication, you can enhance customer support by adding video conferencing, text messaging, and file-sharing.

6. SIP Integrations: Connect global voice to your preferred collaboration and communication setups like MS Teams, Genesys, Twilio, etc

Does Your Business Need a SIP Line or SIP Trunk?

The decision really isn’t one or the other. This is because SIP channels work within a SIP trunk. The real question is, how many channels does your business need?

A SIP trunk can host multiple SIP lines, allowing for multiple concurrent calls to occur simultaneously. In other words, if your business has 250 SIP lines, it can handle 250 calls at the same time. Each call takes up 1 SIP line.

Similarly, SIP trunking prices or monthly fees will depend on how many lines your SIP trunk holds. To determine this, you will need to know how many incoming and outgoing calls occur during a day. Work with your sales, marketing, and customer service teams to get an approximate number.

If your business does not receive or make a large number of calls per day, then you may choose to have a few employees or small teams on each SIP line. Additional SIP lines can be added later.

Connect SIP Trunks to Your Phone System Today!

Think SIP trunking is the way to go? We at United World Telecom can help you buy SIP trunks. Add premium call management features such as call forwarding, call recording, IVR, outbound calling, and more. Call us today to sign up!

How to Add a Click-to-Call Button in Your Email Signature

Posted on by Nadine Sampson

One aspect that every business needs to offer is being reachable to its clientele. This means giving your customers many simple ways to get in touch with you. And one such way is by adding a click-to-call button into your email signature.

Why Include a Click-to-Call Button in the Email Signature?

What is a click-to-call button and how can it be useful? A click-to-call or call now button is a widget or button that is linked to an individual or business’ phone number. As such, when a person clicks on this button, they initiate a phone call. By clicking or tapping the button, they place a call to that individual or business.

At this point, most businesses will have a click-to-call button on their website which can be accessed by web and mobile visitors. There are different types of call buttons. You can include a call page on your website that lets users type in their contact information to receive a callback. Or, you can include call buttons that, when clicked, place a call to your business immediately. For instance, when interested prospects search for your company’s website through their phone, they will notice a phone number along with a “call” icon near it. Upon tapping or clicking this, they will be directed to their phone’s keypad to make the call.

While your business phone number is available on your website and social media links, it is crucial to give interested and returning customers more quick channels to communicate with your business. And including a click-to-call button within your email signature is one way to accomplish this.

Adding a Call Button in a Gmail, Outlook, of Office 365 Email Signature

So, how do you add a click-to-call or call button into your email signature? The below steps work for Gmail, Outlook, and Office 365 signatures but can also be used with Yahoo and Hotmail signatures. To include a click-to-call button, you need to:

  1. Create an email signature that includes your business phone number. For example,
    Jane Doe
    Product Manager
    XYZ Tudor Ln, M 339284
    P: +1-345-454-4545
  2. Next, select the text of your phone number and click the “link” 🔗 icon. This is to add a link to the text of your phone number.
  3. In the dialog box, enter “tel:yourphonenumber.” For instance, following the above example, you will add “tel:+1-345-454-4545” in the link dialog box. Remember to include your country dialing code at the beginning of your number (+1 is the US dialing code).
  4. Then, click “Ok” and save your changes.
  5. Test the click-to-call button in your email signature to ensure it works accurately. You can do this by sending yourself an email and clicking the phone number to place a call. Or, by sending an email to a fellow employee and having them click the number to place a call.

Take the Right Steps to Reach More Customers

Whether it is adding click-to-call buttons on your website, social media platforms, and email signatures or using an international toll free number to make it free for local customers to call your business, you need to take the right steps to make your teams more reachable to potential customers. To learn more about improving customer service and finding the right tools, speak with our experts today!

Local Numbers vs Toll Free Numbers: Which Does Your Business Need?

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#86973682 #27446420

A company’s business phone number is an important element of running a business. This is usually the first mode of contact between a customer or prospect and the company. Therefore, it is in your best interest to make it easy and convenient for them to reach your customer service or sales teams. When choosing a new business number, the most common choices are local numbers or toll free numbers. Here, we will help you decide which is better for your specific needs.

Local Phone Numbers vs. Toll Free Numbers

Virtual phone service providers like United World Telecom offer a variety of telephone numbers to choose from. We offer toll free, international, local, vanity, and universal toll free numbers. Each of these number types has a distinct use and purpose. But which type of business number is more suited for your company depends on what you are trying to achieve with this number. Read on for the differences and how they can benefit your business.

What is a Local Number?

Local numbers are phone numbers assigned to specific areas such as a state, city, or region. These numbers are unique to these areas and have area codes to distinguish them. For example, one New Jersey area code is 201, Orlando in Florida is 407, and so on. Individuals calling these numbers pay local calling charges as issued by their providers.

Having a local number as your contact number makes your company accessible in a different location. For example, even if your business is based in Seattle, you could get a Texas virtual local number and provide an inexpensive way for individuals in Texas to call you. Virtual local numbers make it possible for your business to be virtually present in multiple locations without having to relocate. This way, you can provide customer service and support to more customers beyond your immediate location.

What are Toll Free Numbers?

Toll free numbers are not assigned to specific local areas such as cities or states. And so, receivers are not aware of the exact location of the business they are calling. However, the reason why these numbers are so popular is that they are free to call. Instead of charging the caller, toll free calls are charged to the receiver (the business).

These numbers have a distinct three-digit code at the beginning to separate them from other phone numbers. For example, the US has 800, 888, 877, and so on, while the UK has 0800 and 0808. Medium-sized businesses and large corporations generally have a toll free number to encourage customers to call by providing them a free calling method.

In fact, many companies get international toll free numbers (ITFN) for different countries where they want to provide customer service. Individuals from these locations will be able to call your company for free. And incoming calls are routed through an international call forwarding service to any number of your choice. Your business will appear as closer in proximity than it actually is.

Choosing Between Local Numbers and Toll Free Numbers

Local numbers will help you establish and maintain a local presence in multiple locations. Local numbers can receive calls from outside their origination country and some mobile networks. However, callers will be charged a local calling fee, as determined by their provider. On the other hand, toll free numbers create a free way for interested individuals to connect with your business. Unfortunately, toll free numbers cannot be reached from outside of their origination country.

However, with both local and toll free numbers, your business can:

  • Forward incoming calls to numbers or lines of your choice
  • Expand your business internationally
  • Extend customer service and support to customers across the globe
  • Use advanced virtual calling features such as call recording, SMS forwarding, and more

So the question remains, what do you want to achieve with your business phone number? Consider these questions:

  1. Do you want to set up multiple “virtual offices” in various locations?
  2. Are you a local, national, or international company? In other words, do you want to cater to all states and regions within one country or expand services to other countries?

Toll free numbers are more suitable for medium-large sized businesses while local numbers can help start-ups and small business scale as needed. You may even consider experimenting with both by purchasing a few of each and studying the results.

Get Local and Toll Free Numbers from United World Telecom

Get a local phone number for any region or state you want to target by signing up on our homepage. If toll free numbers seem a more suitable option, you can purchase one through our homepage by selecting the country and prefix you want.

What is IP Telephony?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#90734982 ID#27446420

Here we explain what IP telephony is and why companies should consider this type of phone system for business communications.

IP Telephony: Definition

IP telephony is any phone system that runs on the internet instead of traditional landlines. In other words, it uses the internet — internet protocol (IP) — to send and receive voice transmissions. Voice over IP (VoIP) is another term for IP telephony.

In a private exchange or IP PBX system, messages and data are transmitted digitally on a local area network. Voice messages are converted to analog voice signals and delivered to the recipient. However, an on-premise PBX system can lead to high hardware, installation, and maintenance costs. A hosted PBX or cloud phone system is preferable where digital data is sent to the provider and the provider routes to the appropriate destination.

Over time and with advancements in telecommunications, IP telephony can now offer high quality international calling along with advanced phone features. Plus, running an IP phone is much cheaper than plain old telephone service. No extra hardware is required. You can make and answer calls from virtually any device and any location.

cloud phone service

Top 6 Benefits of VoIP and IP Telephony

So, why are more businesses using voice over IP? Here are the top six benefits of IP telephony

1. Low Running Costs
A hosted VoIP service or virtual phone system is run by your VoIP provider. This means that they take care of the hardware and maintenance required. And your business does not need to worry about purchasing additional hardware or installation fees. The provider handles call routing, call queues, etc. All you need is the right equipment (computers, desk phones, headsets) and a reliable internet connection.

2. High-Quality Service
Advancements in internet and communication technology have led to the transfer of high-quality voice and video over the internet. Because of this, you don’t have to worry about dropped or interrupted phone calls. This can greatly help improve and maintain your business’ professional image.

3. Scalability
With Voice over IP, your business can scale and grow as needed. If you need new phone numbers, they can be added to your existing plan. Direct inward dialing makes it easy to add more lines for new employees. Need to change how or where calls are being routed? Just change the rules in your online account. With virtual phone numbers, you can expand to new areas and markets as/ when needed.

what is ip telephony
Source: DepositPhotos.com – Lic#159525026 ID#27446420

4. Tools for Global Expansion
Lastly, you can expand your business globally with local and international toll free numbers for different countries. If you want to offer sales and customer support service to a new city, state, region, or country, virtual numbers and an IP telephony service can help you create a local presence. And you can do this without having to relocate or open a field office in different areas.

5. Access to SIP Trunking
SIP trunking is a telephony service that enables outbound voice from a PBX or SIP server. You can, therefore, provide international communication with customers anywhere in the world. All through one communication platform instead of using separate services and subscriptions.

6. Advances Features
phone system comes with a variety of advanced communication features for better call management. Popular features include:

    • Advanced call forwarding
    • Auto attendants
    • Interactive voice response
    • Outbound calling with a web dialer and custom caller ID capabilities
    • SMS/MMS forwarding
    • Video conferencing
    • Call recording (inbound and outbound), and more

Get Lower Bills and Higher Call Quality with IP Telephony

IP telephony can not only improve your call quality but also the way your business handles calls and customer service. If you are looking for an upgrade, speak with one of our experts to see how VoIP can enhance your business phone system.

POTS: Plain Old Telephone Service Explained

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#8043400 ID#27446420

Wondering what POTS or plain old telephone service entails and whether that is the best phone service for your business? Look no further. Here we explain how plain old telephone service works and the key terms to understand.

What is Plain Old Telephone Service?

Plain Old Telephone Service (POTS) refers to a phone line or traditional phone service which works through physical wires. This type of phone service enables analog voice transmission over copper pair wires. A POTS line is able to transmit voice messages across different countries and continents. Because of these abilities, POTS has been the standard phone service for individuals and businesses since its inception in the 1880s.

However, the creation of voice over IP or VoIP phone systems has seen a gradual shift towards POTS replacement options like cloud communications.

How Does a POTS Line Work?

Originally, transmission and communication between two points relied on an operator to connect them to the right place. With this technology, long-distance calling was more expensive than short-distance calling.

However, POTS automated the switching ability so that operators were unnecessary to the process. A POTS line works through copper wires connecting various points together. The phone service establishes a dedicated circuit between two points for the time of the transmission.

With a plain old telephone service, businesses are connected to central offices located nearby. And the central office, in turn, connects to long-distance offices or residents. This made communication transmission more digital and less manual. And it reduced the cost of long-distance communication. To connect parties, a call routes over one or more switches operating on local, national, or international levels.

Plain Old Telephone Service Technology

Some common terminology associated with POTS phone system technology are:

1. Circuit Switching
Now voice by itself cannot move through a POTS line. Sound waves need to be converted into electric signals to pass through the network. Copper wires are able to transmit analog signals, however, they need a dedicated switch to travel through. While dedicated circuits are reliable, the line is reserved for only one call.

Circuit switching required operators to plug wires into a common patch panel to connect two parties. Connections that required two exchanges would need two operators to plug the caller and receiver’s wires at the same time into the same wire called a trunk.

Then came automated switching which worked by responding to signals from a calling device. This type of switching eliminated the need for operators.

This switching was later replaced by the crossbar switch which is an assembly of switches among a set of inputs and outputs. This is a switch as each crosspoint. When this switch is closed, it enables the connection between one of the inputs and one of the outputs. This technology used common control networks that enable the switching network to conduct tasks such as call processing, monitoring, operation, etc. However, these devices were complicated and costly, as well, leading to the creation of the transistor.

2. Transistor
The transistor gave rise to digital networks enabling phone lines to carry digital signals in “packets.” Packets do not need the transmission channel to be an open and dedicated circuit. Instead, it transmits voice and other messages independently through the switches.

3. Modems
Modems were created to support the transmission of digital signals without overwhelming the system. Types of modems include:
DSL or Digital Subscriber Line enables data transmission over POTS lines. To do so, a transceiver connects to your PC and uses the local phone network to connect to an ISP network. This enables your use of the internet. This type of modem is useful to small businesses.
ISDN or Integrated Services Digital Network allows voice and data transmission over a regular phone line. To enable a connection, users dial in. And the fees for such service rely on the duration of the transmission. Large companies or businesses looking to expand in the future may find this modem more suited.

Plain Old Telephone Service for Business

Compared to VoIP or cloud phone systems, POTS may seem like the more expensive option. However, in areas where cellular or internet coverage is slow or inaccessible, copper lines are more reliable. When all else fails, you’ll find a POTS phone system to rescue you.

A basic plain old telephone service costs between $15-30 a month for unlimited local calls. One must keep in mind that other elements factor in as well, such as:

  • Setting up infrastructure — The larger the business, the more set-up costs, plus the technician and maintenance cost.
  • Additional features cost more — Intercom, call transfer, directories, etc.
  • International calling — If your business conducts international business on a regular basis, then this bill can grow quite a bit.

POTS vs VoIP

Most businesses in the modern era are switching from POTS to IP telephony such as a VoIP phone system or cloud PBX. Voice over IP uses your existing internet connection to transmit voice and data from one party to the next. VoIP makes it possible to connect remote offices and keep communications stable. It also comes equipped with features such as IVR, call forwarding, dynamic caller ID, softphones, etc. Plus, it reduces international calling costs as costs are not based on distance and time but on a monthly subscription.

Which is Right for Your Business?

Does your business need a POTS or VoIP phone system? This depends on what your business communications entail, the size and budget of your business, as well as future expansion plans. Speak with one of our experts to identify the right outbound calling service for your company. Call us at 1 (877) 898 8646 to learn more!

5 Most Effective Ways to Record VoIP Calls

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#153696482 ID#27446420

Need to record, store, and analyze your business phone calls? In this article we evaluate five different ways to record VoIP calls.

How to Record Your Business VoIP Calls

Call recording is a requirement for companies in a myriad of industries worldwide, including healthcare and financial services. New regulations like HIPAA, Dodd-Frank, and MiFID II now require certain companies to record all customer interactions, including phone calls.

Most businesses choose to record their VoIP calls for a variety of reasons. Some of these benefits include using recordings:

  • To make and store a copy of transactions
  • As evidence against false claims
  • For training and educational material
  • As protection against liabilities
  • To conduct performance reviews, improve customer relations, maintain quality assurance, and more

5 Ways to Record VoIP Calls

There are a few different ways to record VoIP calls. Here we list the top 5 ways to effectively record calls, highlighting the advantages and disadvantages

1. Hosted Recording

Finally, you may consider hosted call recording from your VoIP service provider that automatically records all inbound and outbound calls. For example, United World Telecom offers call recording as a premium feature that can be added to your VoIP plan.

Hosted call recording enables you to set the percentage of calls to be recorded and how long you wish to store the recordings (up to 6 years). Since this works with your service provider, all business voice-over IP or VoIP calls are automatically recorded within the business’ control panel, which is easily accessible on any device. By activating integrations, call recordings can be synchronized with other business tools.

Additionally, hosted call recording can be combined with AI features like call summaries, transcription, and sentiment analysis. This enables managers to access a high-level overview of phone conversations. They can search through calls by filtering for transcript keywords and caller ID, and even take a deeper dive by prompting the AI.

Learn about the benefits of hosted call recording in this blog article.

2. Call Recording Devices

This refers to using a recording device attached to the phone such as a stand-alone recorder. You can purchase a good recording device for as little as $100, connect it to your calling device (computer, desk phone, smartphone, etc.), and click the record button every time you want to record a call.

A disadvantage of getting standalone recording devices is the need for multiple devices if you want to record all calls made by employees. Each employee will need a device and all recordings will be made available separately. Additionally, there is a certain degree of manual use involved. That is, the employee will need to ensure they are recording their VoIP calls and then transfer the recording to the desired folder without fail. Plus, there may be limited storage available with such devices.

3. Local Recording Clients

Local recording allows users to record voice and video calls locally to their computer or laptop. Services such as Skype, Zoom, etc., enable local recording. The recordings can then be uploaded to Google Drive, Dropbox, YouTube, etc. Whether or not you can record VoIP calls this way depends on the service.

Those who need small-scale recording will find this type of call recording useful. However, if you have a large inbound and outbound call volume and wish to record all calls, using local recording can be a bit tedious as recording must be repeated for each call or user. Furthermore, some services require a subscription to enable recording while others provide it for free.

An image of VoIP call recording devices.

4. Online Recording Applications and Tools

You may also choose to download a recording application, use your desktop recorder, or get an online tool such as a web extension. However, these tools while easy to access, may not produce high-quality recordings and differ in terms of storage capacity and sharing abilities.

5. Port Mirroring

Port mirroring is a traditional recording solution, used on a network switch. Port mirroring works by sending copies of network packets seen on one switch port to another. Network applications that require constant monitoring can make use of this type of recording. Common uses are intrusion detection, real user monitoring, or recording VoIP calls. You can use port mirroring to copy inbound and outbound traffic on multiple platforms.

One of the top disadvantages associated with port mirroring is the fact that it is on-premise hardware. This means it requires installation, maintenance, and configuration. If not operated and managed appropriately, it can result in loss of data and calls.

Choosing the Right Way to Record VoIP Calls

The most effective way to record VoIP calls depends on your recording needs and budget. If you have small-scale needs where you only record select calls, then using a local recording client or an online app may seem more suitable. However, if you need to record all calls, then subscribing to your business VoIP provider’s call recording software may seem like a more cost-effective and scalable solution. To learn more about hosted call recording, speak to one of our experts today!

Learn more about VoIP and how it works in this video.

5 Innovative Ways for a Call Center to Use Interactive Voice Response

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#25723807 ID#27446420

Does your call center business use IVR to communicate with customers? A well-designed system offers incredible versatility, which can help your business in a variety of ways. Check out these five innovative ways for call centers to use interactive voice response technology.

How Can IVR Be Used in a Call Center?

Most inbound call centers use IVR systems to provide callers with pre-recorded greeting messages and sets of menu options. Menu options will often be for self-service, sales, and customer support. Callers provide input to a call center IVR system by pressing a key.

After gathering caller inputs, the IVR can help your call center route inbound callers to the right agent or department.

So, what are some ways to get the most out of your IVR system?

1. Skills-Based Routing

It is important to choose the right routing strategy for your contact center.

Effective call routing can boost first call resolution rates as customers are able to speak to the right agents right away. IVR can also help call centers automatically route inbound callers to the right department in less than twenty seconds.

The most effective IVR routing strategies are often based on:

  • Agents’ skills such as language preferences or experience.
  • The origination of the inbound call.
  • The time the call is coming through.
  • Equal distribution of calls among a group of agents, and more.

These are real strategies that call centers have used over the years. We have helped businesses implement such strategies to improve efficiency.

2. Create Personalized Messages

A customized greeting and menu options provide a great branding opportunity. Studies show that callers are more comfortable when they hear a welcoming greeting message. IVR can be used to personalize your entire caller experience.

The best technique is to welcome callers with a customized greeting message and pre-recorded menu options. These should have relevant information about your business to help callers easily navigate menu options.

3. Provide Self-Service and After-Hours Support

IVR can be used to offer after-hours customer support by adding information about your company, its product and services, and upcoming promotions.

You can forward incoming calls after-hours or during the weekend to remote offices, agents, or voicemail. You can even have the IVR assist callers in completing certain tasks such as making a payment or scheduling an appointment.

4. Call Center Agent Automation

Automation will certainly boost call center productivity. Luckily, artificial intelligence offers a simple way to automate complex business tasks. This will help your business gain greater performance abilities and utilize the talents of your team more effectively.

A contact center IVR operates right along these lines. The main point of having IVR is so your business can speed up processes. Some of the automation advantages it offers include:

  • Verification and service activation
  • Payment and renewal processes
  • Providing product information
  • Troubleshooting services
  • Providing answers to frequently asked questions, and so on.

If the IVR can help customers with these tasks, then they are less likely going to need to speak with an agent. This leaves trained representatives with more time to handle more high-value customers.

5. Manage Calls During High-Traffic Periods

By adopting the right strategy that helps organize your calls, your team can effectively handle calls during high-traffic periods. By automating services, most calls can be handled by the IVR system alone, giving your agents and reps more breathing space during such periods.

Learn More About IVR

United World Telecom offers a highly customizable IVR system with tips to help your business leverage its voice communications. To learn more about interactive voice response, please contact us today!

4 Benefits of Using a Web Phone

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#49344875 ID#27446420

Web phones are becoming an increasingly popular outbound calling tool to support sales and customer success teams. If your company strives on improving customer relations by being proactive and engaging with customers, then a web dialer may be a good fit for you. Here we will go over web phone benefits and why your business should consider using a web phone for business communication.

Web Phone: Definition and Benefits

A web phone or web dialer is an application that enables users to make and answer calls from a web browser via the internet. Such dialers are mostly compatible with Windows PC, macOS, Linux, and Android devices. Similar to a softphone, a web dialer presents users with a dial pad and allows users to:

  • Store contact information and history
  • Access voicemail
  • Record calls or customize the outgoing caller ID, and more

You can place calls locally and internationally through high-speed internet and an easy-to-use interface. All you need is a good internet connection, a headset, and a few virtual phone numbers.

So, what are the top benefits of using a web phone?

1. Generate New Sales

A web phone can speed up your sales team’s outbound calling efforts by making it easy to place calls from anywhere. You can use this dialer within your office’s sales team or with remote agents. Save customers’ contact information, past interactions, and other important call notes. This way, the next time you or another agent needs to contact the customer, all relevant information is readily available and the customer can be dialed quickly.

2. Save on International Calling Costs

Virtual phone service providers like United World Telecom offer web dialers along with their outbound calling service. An outbound calling service enables inexpensive local and international calling. Plus, you can even customize the outgoing caller ID to display that area’s toll free or local number. Together, the combination of these tools makes it cheaper and easier to connect with international customers and drive up global sales.

3. Implement Customer Retention Strategies

Customer retention is important for any business as customers are what drives a company to success. And so, you must do everything you can to satisfy your current customers such as:

  • Welcoming new customers
  • Scheduling appointments
  • Reminding them of upcoming payments, appointments, etc
  • Following up on recent purchases or inquiries
  • Reaching out to customers who abandoned their carts
  • Collecting feedback to improve your services and products

A web phone can help you quickly reach out to customers within your list. You can add notes about the interaction, feedback, and more.

4. Offer Excellent Customer Success and Support

Lastly, a web dialer can help you carry out excellent customer success and support services. Customer success includes taking a proactive approach to creating strong customer relations and assisting them in achieving their goals. Support, on the other hand, is a reactive approach where you provide assistance after customers reach out to you. Customer success and support both positively impact customer satisfaction and retention rates. And therefore, both need to be given equal importance, if applicable to your business.

Where Can You Get a Web Phone?

United World Telecom provides virtual business phone numbers for more than 160 countries across the world. This includes toll free, international, and local numbers. You can set up your web dialer by adding our outbound calling service to your virtual number plan and use any of your purchased numbers as outgoing caller IDs when placing calls. To learn more, contact us today!

What is Lead Tracking?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#14231173 #27446420

In this post, we will define lead tracking and demonstrate why it is important for every business to track where their leads are coming from. Learn how and where to gain leads and the essential role call tracking plays.

Lead Tracking: Definition

Lead tracking is the process of tracking, documenting, and organizing prospects based on certain factors. These factors may include individual actions, the number of times a sales rep has connected with a prospect, the number of times a lead interacts with your brand, and so on. In other words, you are tracking leads from initial contact to close, whether it was successful or not.

The main reason why lead tracking is important is that it can give you a better understanding of your campaigns, your prospects, funnel, and sales and marketing efforts. This way, you can improve lead generation and increase sales.

Lead Tracking for Sales and Marketing Teams

Tracking leads in sales and marketing is a collaborative effort. These teams work together to identify qualified leads and close more sales. By studying your leads, you can create better user and caller experiences for your target audience.

By tracking leads, your marketing department can understand where leads come from, what advertising platforms are they engaging on, how they are interacting with your brand, and more. This information can help marketing teams create better campaigns and marketing strategies that will appeal more to your target audience.

Once good and promising leads are gathered, marketing departments can share these with the sales team. They can also provide all the necessary information that can help close these deals. Now the sales department works their magic and uses this information to approach each client and individualize the sale. All of this greatly increases the chance of making a sale or conversion.

Where and How to Gain Leads

In order to track leads effectively, your team needs to know where and how they can best get leads. A few different ways to capture leads are:

  • Trade shows and exhibitions
  • Email sign-ups and online subscribers
  • Social media
  • Market research
  • Call tracking where incoming calls inquiring about services and products are tracked, etc.

Next, your team may need an organized system to input, consolidate, and store lead information. Customer relations management systems (CRMs) such as HubSpot, Salesforce, Zoho, etc., can help you store and track information effectively.

So, what information should you collect from leads? Name, contact information, and how they came across your business, expectations, and so on.

How to Qualify Leads?

Determining whether your leads qualify or not means evaluating the value of a lead and how they can be useful to your business. You want to find leads that are promising and ideal for your brand.

Sales departments qualify their leads through different sales models. Some businesses use the BANT model. This model qualifies leads based on:

  • Budget: can the lead afford your product?
  • Authority: can they make a purchasing decision?
  • Need: do they have a need for your product/service?
  • Timeline: is there a specific timeline when they desire or plan to make the purchase?

Generally accepted types of lead qualification include:

  • Inquiry: the user who demonstrates interest
  • Marketing Qualified Lead (MQL): a user who interacted with marketing materials and has the potential to become a closed opportunity
  • Sales Accepted Lead (SAL): an MQL that is converted and accepted as a potential lead
  • Sales Qualified Lead (SQL): teams would use a sales model such as BANT to determine qualification
  • Closed: the user or lead made a purchase.

Call Tracking and Virtual Phone Numbers: A Dream Team

About 90% of customer interactions happen over the phone. This is when interested prospects learn about your business and its products, calling to inquire or get more information. Therefore, call tracking is essential to collect data on these leads, specifically:

  • Where they come from
  • Where they interacted with your product
  • What campaigns or ads encouraged them to call
  • How are they connecting with your business
  • How they are searching for services like yours (keywords, etc.)
  • Where are they calling from, and so on

You can use virtual phone numbers to track where incoming calls are coming from. For instance, you can purchase a toll free number and various local numbers and advertise them on different platforms. When calls come in, you can easily identify where customers are interacting with your brand or which locations are more responsive to your advertising campaigns. You can then use this information to improve lead tracking and lead generation efforts.

Start Tracking Leads Today!

You can create an in-house tracking software, enter data manually, purchase an online application, or use virtual phone numbers. Whichever way you choose, lead tracking is important to create effective marketing and sales processes. Use this marketing technique to find better ways to serve your customers and improve your business’ sales rate!

What is a Dynamic Caller ID for VoIP?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#65365283 ID#27446420

Is it possible to change an outgoing caller ID? Yes, with the VoIP feature, dynamic caller ID, your business can display a local or toll free number instead of a long-distance or international number. But how do customizable caller IDs work and how can they benefit your business? Here we discuss dynamic caller IDs and their benefits.

What is a Caller ID?

Voice over IP or VoIP phone systems use the internet to place and receive calls. With a VoIP system, you can make calls from any location and through any device as long as it is connected to a reliable internet source. Such systems are also referred to as cloud phone systems. Because of their flexibility and use of the internet, these systems provide users with virtual communication features such as call forwarding, call recording, video conferencing, and more.

One of these features is a customizable and dynamic caller ID. The caller ID was first introduced in the 1980s. This allowed users to screen calls by being able to see who was calling. It provided an opportunity to miss calls from unknown numbers or numbers that were from different area codes.

However, this became a problem for sales and telemarketing businesses. Customers could now reject calls before answering them. Furthermore, it inhibited the activity of scammers and hackers as well. But in the middle of all of that, it negatively impacted legitimate businesses that were reaching out.

What is a Dynamic Caller ID for VoIP?

As a solution to this problem, the dynamic caller ID was invented. With the old, traditional caller ID systems, users were unable to change their outgoing caller ID. That is, the number that was displayed on the recipient’s device.

A dynamic caller ID, however, allows users to customize the number that is displayed. This way, you can show different numbers for different calls based on the purpose of the call. VoIP phone service providers can help you get and use this feature in different ways. Some providers will let you switch between different numbers that you purchase from them. You can purchase toll free, international, and local numbers. While others will give you a list of numbers to use with this feature.

The most common way is to get an outbound calling service with customizable caller ID capabilities from your provider. This way, you can use the outbound web dialer to place calls and display different virtual numbers. For example, even if your business is located in Texas, you can display a Florida area code number or a US toll free number as your outgoing caller ID. You can even get international toll free numbers and display them when calling international customers.

dynamic caller id for voip
Source: DepositPhotos.com – Lic#37006057 ID#27446420

Why Does Your Business Need a Dynamic Caller ID?

The main reason why businesses use or should consider using a dynamic caller ID is so they can increase the chances of calls being answered. Individuals are less likely to answer calls from “unknown” numbers or numbers they do not recognize as toll free or local.

With a customizable caller ID, you can choose which number to display. When calling specific local areas, you can display that area’s local number or toll free number. In fact, this even increases the chances of receiving a call back because callers will be dialing a local or toll free number which does not incur high calling rates.

Contact centers, customer service teams, as well as sales and marketing teams can use this feature to reach more customers locally and internationally. The logic here is the customer will assume your business is local and will feel more comfortable doing business with you due to your location.

How to Get a Dynamic Caller ID?

United World Telecom offers a customizable caller ID with our outbound calling service. You can purchase outbound calling by adding it to your virtual phone number plan. Then, choose additional virtual numbers you would like to have. These are numbers for markets and areas where you want to expand your business or customer service. Then, start calling locally and internationally and give your team greater opportunities to make sales!

What is Automatic Call Distribution (ACD)?

Posted on by Luke Genoyer

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Automation is being used by businesses all over the world in some capacity or the other. The main reason for this is because it can help simplify and take care of mundane processes, giving employees more room to be productive. In this post, we will discuss automatic call distribution (ACD), a type of phone system. We will also look at different routing strategies and the overall benefit of such a system.

Automatic Call Distribution: Definition

Automatic call distribution or ACD is a telephony system that receives calls and transfers them to the appropriate agent based on predetermined rules. These rules can be based on the area code of the incoming call or the time the call is being made, and so on.

Why Use an Automatic Call Distribution System?

An automatic call distributor system helps companies handle call traffic by effectively distributing calls. Common uses of an ACD system include:

  1. Managing calls during high traffic periods.
  2. Providing service after-hours or when agents/employees are unavailable.
  3. Automating basic information about the company and its services, troubleshooting solutions, FAQs for common queries, etc.
  4. Routing calls to specific departments, teams, agents based on rules and conditions that work best for your business.
  5. Optimizing agent and employee productivity.
  6. Connecting remote agents or employees in different offices across the globe through virtual phone systems.
  7. Reducing wait times yet at the same time increasing the rate of first-call resolution.

How Does an Automatic Call Distributor Work?

An automatic call distribution system is designed to distribute calls effectively and not just randomly. To do so, it uses predetermined rules and conditions. ACD routing is determined by several factors such as call traffic, time of day, location of the incoming call, skills required, and so on. Here are a few common ACD routing options:

1. Round-robin distribution
This routing strategy ensures that calls are distributed equally among your team so no agents are overburdened or remain idle for too long. Calls go down a list of agents and after the last agent answers the call, the loop starts with the first agent again.

2. Least-occupied agent
In this ACD routing option, calls are sent to agents who have been least occupied; in other words, agents who have been serving less call handling time. This ensures that every agent is putting in the necessary hours of work.

3. Programmed distribution
Here, the account or call center manager determines beforehand how calls will be spread across agents. These rules are based on factors such as agent experience, language skills, location, and so on.

4. Simultaneous ringing
With simultaneous ringing, incoming calls ring on multiple devices and phones at the same time. This way, an available agent or employee can quickly answer the phone and assist the caller.

what is ACD

Difference Between ACD and IVR

Most often, the terms ACD and IVR are used interchangeably. However, these two systems are slightly different. In fact, IVR is considered a part of ACD. So, what is the difference between ACD and IVR?

An interactive voice response or IVR system is an automated voice response system. It answers calls — like an automatic call distribution system — and provides callers with menu options. Unlike ACD, IVR requires caller input such as pressing a key or number on the dial pad or saying the number of the option they want. For example, “Press 1 for [], Press 2 for [].” Based on what the caller needs, they are transferred to an employee or to the next set of menu options. IVR systems can also provide self-serving options such as “Press 1 to activate your account. Press 2 to make a payment. Press 3 to learn about our services,” and so on.

ACD, on the other hand, identifies callers based on the number they are calling from and connects them to the most appropriate agent instantly. This routing can be based on a variety of factors such as time of the call, location of the call, agent skills, etc.

Is ACD Right for You?

If you want to streamline your incoming calls and create a system that is effective and efficient, then an ACD or IVR system can help. These systems use automation to make simple processes move faster, thereby giving your team more time to provide better customer service. To learn more about these systems, reach out to one of our experts today!

Fixed versus Non-Fixed VoIP Numbers: What’s the Difference?

Posted on by Chase Rogers

Source: DepositPhotos.com - Lic#381796314 #27446420

When switching to a VoIP phone system, there are a lot of terminologies to understand. Fixed VoIP numbers and non-fixed VoIP numbers are two of them. In this post, we will discuss the differences between these voice over IP phone numbers so you can choose the right one for your needs.

VoIP Numbers: Definition & Types

Before going through the differences between fixed and non-fixed VoIP numbers, it is important to first understand what VoIP numbers are. Voice over internet protocol or VoIP is a telephony solution that uses the internet to make and receive calls. It does so by converting voice into data packets and transmitting them over an IP network.

When you call someone using your VoIP line, they will see your VoIP number which is a part of your caller ID. But what information is present within your caller ID depends on what type of VoIP number and service you have. This can be a fixed VoIP number or a non-fixed VoIP number.

What are Fixed VoIP Numbers?

A fixed VoIP number is an internet phone line offered by your VoIP provider and attached to a physical location. In other words, it has an account manager and a residential or company address associated with it. Like office phone systems, these numbers require an address to activate the service. If the account manager wants to move this number, they can do so through number porting.

It is almost impossible to steal or mask the identity of a fixed VoIP number as they are connected to a physical address. Because of this, these numbers are more reliable and preferred since they keep fraudulent activity at bay. This connection to physical addresses is also the reason why VoIP providers support 911 and emergency calling services on fixed VoIP lines.

Fixed VoIP lines are not only connected through an internet connection. They also function through SIP trunks providing more reliable service.

What is a Non-Fixed VoIP Phone Number?

Non-fixed VoIP numbers are not associated with physical addresses. On the contrary, they function more like virtual phone numbers. Since they work through the internet (“virtually”) and do not require a physical address, they can function from any geographic location. Small businesses that want to offer a local presence can use this to their advantage.

Virtual numbers allow you to make and answer calls over an internet connection. And this makes it possible to connect with international clients or customers without incurring long-distance calling fees. You can get various local phone numbers and toll free numbers with specific area codes that can be used through your non-fixed line. This way, your customers will be calling local or toll free numbers instead of paying international dialing fees. And incoming calls are forwarded to whichever line or number you desire.

Who can use non-fixed VoIP numbers? Businesses and companies preparing or wanting to:

  • Expand their reach
  • Enter new markets
  • Connect with international customers
  • Operate remote or virtual teams (examples: virtual call centers, work-from-home teams, etc.)

Non-fixed VoIP numbers are inexpensive, easy to set-up, and use. But due to these reasons, they may be prone to fraudulent activity. Also note that compared to fixed VoIP lines, non-fixed lines should be a last resort for 911 calls because these calls are not traceable.

Fixed vs Non-Fixed VoIP Numbers: What’s the Difference

How do you decide which is better for your business? This decision largely depends on the needs of your business and its future plans. For a small business starting out, a fixed VoIP number may seem like the better bet. However, if you have international offices and cater to international customers, then a non-fixed VoIP phone number is more appropriate. With advancements in technology, VoIP and ISP providers have been trying to offer more secure services. Here is a more visual comparison:

Fixed VoIP Phone Numbers Non-Fixed VoIP Phone Numbers
Can work through SIP trunking or an internet connection Need only an internet connection to work
Need to be assigned to a physical address Does not need to be assigned to a physical address
More authentic and secure Less secure; However, providers are continuously trying to provide more secure internet services
Come with advanced call management features Come with advanced call management features
More expensive international calling Less expensive international calling;
Good for businesses with global communications
Generally more expensive;
Additional features cost extra		 Comparatively inexpensive;
Easy to obtain and quick to set-up;
Additional features may cost extra
Able to make 911 and emergency calls Unable to make 911 and emergency calls

Choose What’s Best for Your Company

Depending on your company’s present needs and future goals, it is important to select a service that is reliable, scalable, and offers great customer support. To learn more about VoIP numbers, speak with one of our experts at 1 (877) 898 8646.

What is Call Routing?

Posted on by Chase Rogers

Source: DepositPhotos.com - Lic#31201925 ID#27446420

Wish you could distribute your business calls better so agents and employees are not overwhelmed or (worse!) underwhelmed? Call routing is an effective call management solution that can organize your calls and distribute them more efficiently.

Call Routing: Definition

Call routing — also known as automatic call distributor (ACD) — is a telephony feature that answers and directs calls based on predetermined rules set by the account manager. A business can use call routing to enable callers to connect with specific people or departments instantly.

In other words, callers will not have to dial separate numbers. When they call a business, they are offered different options, to which they respond verbally or by pressing a number on their keypad. The caller is then routed to the individual or department that can help them.

How Does Call Routing Work?

Call routing is a feature of voice over IP or VoIP phone systems. This phone system answers incoming calls, determines the purpose of the call, and accordingly transfers it to the right department or individual. How you set up your call routing map depends on what you want it to accomplish. Here are a few different criteria that have been used by various businesses.

Interactive Voice Response: Also known as IVR, interactive voice response is essentially an automated phone system that offers a predetermined series of menus to callers. Callers pick their choice by dialing a number on their keypad or verbally saying it. They are then directed to the right department.

Time of Day Routing: A type of routing based on time, for both the caller and receiver. Calls coming in during off-hours or during the weekends can be directed to remote offices or employees or your smartphone so service is uninterrupted.

Skill-Based Routing: A type of routing based on agents’ skills and caller requirements such as language preferences. This can be accomplished through direct inward dialing, which enables callers to dial a direct number that corresponds to the department or extension they want to reach.

Location-Based Routing: A type of routing that depends on the location of the caller. This is good for businesses with offices and customers in different time zones as callers can get assistance in the area they are calling from. It is possible to forward calls internationally based on the locations of callers.

call routing explained

Different Ways Calls Can Be Routed

As you can see, there are a few different ways to set up call routing for your business. However, with an IVR system, you might be able to combine a few of these criteria to provide better options for your callers. Some ways you can route calls are:

Regular Routing: This type of call routing is based on a predetermined set created and managed by the account or department manager. All calls will move through a chronological order and available agents can answer and assist callers.

All-the-Way-Round Routing: With this type of routing, incoming calls are equally distributed. The first call goes to the first agent, second to the next agent, and so on. Once the last agent receives a call, the next call is sent to the first agent.

Least Occupied Agent Routing: This type of call routing ensures that no agent spends too much time idly. Incoming calls are forwarded to any agent waiting the longest or that hasn’t received a call in a while.

Simultaneous Routing: This routing strategy is pretty straightforward. All incoming calls ring simultaneously on all assigned employees’ phones. Whoever is available immediately can answer and assist the caller.

Top Reasons Why Your Business Needs Call Routing

So, why should you consider getting call routing and using these routing strategies for your business? First, thanks to advancements in telecommunications, this technology is available not just for call centers but for all business types: small businesses, solopreneurs, large corporate enterprises, and more.

Basically, if your company wants to improve sales or customer support, then routing calls effectively can save on time and money and help you provide high-quality service. Some of the main benefits are:

  • Providing better customer service options and expand internationally based on location and language preferences
  • Offering 24/7 customer support by forwarding calls to offices in different time zones
  • Reducing wait times and increasing first call resolution rates
  • Increasing customer satisfaction and retention rates

How to Get Call Routing

Call routing comes as a part of a VoIP phone system. In that, you can build your business a solid and reliable communication system that helps you manage and handle incoming calls effectively. United World Telecom can help you get call routing and VoIP. To start, speak with an expert today!

5 Ways DID Numbers Can Benefit Your Business

Posted on by Chase Rogers

Source: DepositPhotos.com - Lic#37317307 ID#27446420

If you are planning to grow your business but are worried about increasing costs, then you may want to consider using DID numbers. Here we will discuss the top 5 ways direct inward dialing can benefit businesses using the service. Read on to learn more.

Top 5 Benefits of DID Numbers

DID enables incoming callers to directly dial in to a phone extension without the assistance of a live operator or voice response menu. The technology uses internet protocols to route voice calls to an end destination which can be located anywhere in the world. This enables businesses to scale their existing phone systems and expand across international borders.

Highly regarded institutions like MIT use this technology to connect outside callers with their telephone network. It is the preferred choice when an organization needs to offer unique contact phone numbers for each department or employee. It’s also possible to forward multiple DID phone numbers to a single destination.

So, what are the top 5 benefits of DID numbers?

1. Scalability

Direct inward dialing doesn’t require any additional hardware, making it one of the best technologies for businesses that are looking to expand. DID numbers are, however, a limited resource and somewhat expensive due to the scalability benefits they offer.

Any small business could have several direct phone numbers for each department. Many businesses will also assign direct dial in numbers to their employees. Scalability is the number one benefit of using DID numbers. There is no limit to the amount of numbers that you can have.

2. International Expansion

International expansion is the second benefit of DID numbers. Because these are virtual numbers, the end user doesn’t have to have a physical presence in the country where the phone number originates. You could get a DID number from most of the 195 countries in the world. These numbers can forward calls internationally to destinations anywhere in the world.

There are very few barriers in order for businesses to start expanding into foreign countries. Thanks to direct inward dialing, even small and medium-sized business can expand into lucrative international markets.

3. Call Tracking

The third benefit of using DID numbers is the ability to track calls. Have you ever wondered whether your marketing efforts are paying off?

By assigning unique DIDs to each campaign, marketers would be able to calculate their return on investment. This information helps with budget allocation and quality assurance. In addition, DID numbers could be used by upper management to track employees’ productivity on the phones. There are downloadable call detail reports that could track each phone call to and from your business.

4. Maintain a Well-Connected Office System

The fourth benefit of DID numbers is the ability to connect with other people in your office. For example, your business can have unique phone numbers for different departments or teams. In other words, each major department has a direct number that customers can connect to. You can assign DIDs to sales, marketing, accounting, and all other departments as needed. Furthermore, you can even choose to assign these numbers to specific employees as well, depending on the needs of your business.

5. A Cost-Effective Communication Solution

There is no extra hardware or setup costs in order to get started. And since DIDs can forward calls internationally, it can help you expand geographically without the need to relocate, set up remote offices, or even pay high international calling rates. You only pay what your subscription entails, which makes your monthly bill predictable and budget-friendly. Essentially, DID numbers are a lean solution for international communication.

DID Numbers from United World Telecom

DID numbers can boost your business by providing you with the tools to operate a well-connected office. To get DIDs, call us at 1 (877) 898 8646.

What is Session Initiation Protocol (SIP)?

Posted on by Beny Mouen

Source: DepositPhotos.com - Lic#18849443 ID#27446420

In this comprehensive post, we will explain Session Initiation Protocol (SIP) and its important features.

What is Session Initiation Protocol?

Session Initiation Protocol (SIP) is an internet signaling protocol that is used to initiate, maintain, and terminate real-time voice and video communication. An internet protocol is a set of rules for routing packets of data across a network. SIP is often used for mobile phone calling over LTE and in IP telephony systems.

It enables businesses to take their communications to the next level, by enabling not just voice-sharing but video conferencing and text messaging as well. Unified communications are made possible for an organization through SIP.

Important SIP Features

Note that SIP is a signaling protocol. In other words, it doesn’t handle the specifics of multimedia sessions. Other protocols such as the Sessions Description Protocol and Real-Time Transport Protocol handle media details and data delivery respectively.

Session Initiation Protocol initiates a call between two or more people where the SIP client establishes specifics of the request. The other party can choose to accept or reject it. This transmission is done securely through Transport Layer Security (TLS).

Additionally, Session Initiation Protocol makes it possible for users with different service providers to interact and communicate. It can boost your IP telephony call with a process called SIP trunking.

Session Initiation Protocol versus Voice over IP

SIP and VoIP are often used interchangeably and therefore, it is important to understand the difference between these two types of technology. See below:

SIP Trunking Voice over IP Tech
Signaling protocol within VoIP Family of technologies related to communications
Multimedia transmission Only voice messages transmitted
Requires only a modem VoIP devices need to be connected to a computer
Uses a peer-to-peer system to handle large amounts of data Uses a central network to organize and transmit traffic

 

benefits of sip

Benefits of Session Initiation Protocol

Why do businesses benefit from SIP trunking and why should you consider this service for your communication system? It’s simple: SIP and SIP trunking can boost and enhance communications in a multitude of ways. It is not only cost-effective but provides phone solutions to improve internal and external communication. Here are some of the top benefits of SIP trunking.

A HIghly Cost-Effective Service
SIP calls are routed over the internet and by doing so, this gives you the ability to contact local and long-distance contacts for cheaper calling rates. Pricing for a SIP trunking service is pretty straightforward. You sign up for a monthly subscription and your bill remains predictable. Furthermore, most SIP providers do not require you to sign long-term contracts. Check out our detailed analysis of SIP trunking prices for your information.

Tools to Expand Internationally
Part of growing your business globally involves creating strong communication channels between your company and its customers. SIP trunking paired with virtual phone numbers is a great solution for businesses looking to expand their reach into international markets. You can reduce your calling costs while providing convenient (and even free) ways for customers to connect with you through local numbers and toll free service.

One Platform for All Communications
You can transmit voice, video, text, and more via SIP channels. This technology makes multimedia communication possible from one platform, instead of having it spread across 4-5 different services or software. This can help increase office productivity and reduce costs that can build up from different platforms.

More Session Initiation Protocol Resources

Contact us at 1 (877) 898 8646 if you want to learn more about Session Initiation Protocol and let an expert help you through the process!

What is the Difference Between VoIP and PSTN?

Posted on by Miguel Isabal

Source: DepositPhotos.com - Lic#139850504 ID#27446420

Choosing a business phone system for your communication needs is an important step in developing strong customer relationships. It can be hard to choose the right business phone system, unless you understand the difference between VoIP and PSTN. Here we will look at how these phone systems differ so you can make a better decision for your company.

Understanding the Difference Between VoIP and PSTN

Technology has advanced greatly over the past two decades, enabling exceptional options for businesses in regards to their communication systems. When researching business phone systems for your communication needs, you will come across voice over IP (VoIP) and public switched telephone network (PSTN) as two major options. But how do you decide which is better for your communication needs? Here we will look at the difference between VoIP and plain old telephone service.

How Does VoIP Work?

Voice over IP or VoIP, transmits voice messages via the internet. With VoIP, voice gets converted into digital signals and then get transferred from one end-point to the next using secure network protocols. Upon reaching the recipient, the signals get converted back to voice messages.

Since VoIP is not attached to a physical line, users with a VoIP phone system can make and receive calls from any location and any device. All they need is a stable internet connection. Additionally, VoIP numbers or virtual phone numbers also route calls over the internet, letting companies do business with target countries without increasing expenses. You also get access to a suite of cloud communication features.

VoIP system costs are considerably less, as well. Users can easily scale up or down, as needed, without buying new lines or paying for additional equipment. In fact, there are no set-up or installation fees. And you won’t even need new equipment. VoIP proves to be more cost-effective, especially considering the features available and international calling.

voip vs pstn

Is IP Better than PSTN?

PSTN connects callers through a circuit-switched telephone network. This type of phone system has been used for years. When used, calls are transmitted through a network from one end-point to the next. The call quality is generally excellent.

Businesses using PSTN will need a different physical phone for each employee. The costs for desk phones can skyrocket to $300 per phone! Plus, you must then deal with installation and clunky hardware.

On the other hand, the cost for one SIP trunk ranges from $20-$30. This can be used by many employees. Plus, there’s no any set-up/installation and maintenance costs.

Small businesses with 10 or fewer employees can benefit from a VoIP phone system. However, even when the business size grows, they would be better served with a cloud PBX.

VoIP Versus PSTN: Difference in the Systems

So, what is the difference between VoIP and PSTN? Let’s have a look:

VoIP PSTN
Price More affordable than PSTN (even with international calling and virtual communication features) Expensive; especially for international communication
Connectivity Uses the internet; make calls from anywhere at any time Uses a landline; makes calls via the landline only
Flexibility Highly customizable; add/remove multiple phone numbers and extensions; use features as needed Structured with copper wires; has less customization
Mobility Can make and receive calls from any location and any device Can make and receive calls from one location
Features Loaded with advanced calling features PSTN offers: Make and receive calls

Related: How Does VoIP Connect to the PSTN?

Get VoIP for Business Today!

If you are looking for a business phone system that is cost-effective and has a global reach, then VoIP is the way to go.

What is a Web Phone?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#182873428 #27446420

In this article, you will learn the definition of a web phone, how it works, and the benefits of using one for your business.

What is a Web Phone?

A web phone, also known as a web dialer, is a web application that enables two-way international phone calls from a web browser. It is powered by WebRTC and only requires high-speed internet access, a computer, and a headset or speakerphone to start placing calls.

Enabling all the core functionality of a business phone service, web phones are among the most effective tools for sales and support teams to communicate with contacts internationally.

How Does a Web Phone Work?

Web phones use technology that is built into web browsers to support voice communications. WebRTC is the standard technology for web phones because it is a stable and secure open-source framework with high sound quality.

A web phone works very similarly to a softphone, with a very easy-to-use interface and clickable buttons to dial any phone number worldwide. It is compatible with Windows PC, macOS, Linux, and also Android devices. Users can simply connect a headset to their device to get started.

What is WebRTC?

WebRTC is an open-source HTML framework that enables IP voice communications from a web interface or browser. It is a stable open-source technology that works in nearly all modern browsers. Its widespread availability makes this the underlying technology for most web dialers. 

Web Phone Applications

Approximately 36% of US businesses have already started using IP for voice communications. This percentage is much higher across the world as it is a more affordable alternative to plain old telephone service in most countries.

These are some real-life applications that can benefit your business:

  • Pre-sales teams make international outbound calls with a localized dynamic caller ID.
  • Remote support agents use their computers to call customers from a local or toll free phone number that can also receive calls back.
  • Contact center agents answer incoming calls on their computers.

How to Use a Web Dialer

There is no technical expertise necessary to use a web dialer phone. In fact, users only need to have a basic understanding of how to use a computer and the internet. It doesn’t require any extra setup. You would just sign up for the service and then log in from your web browser and start making phone calls. Here are the basic steps:

  1. Log in to the web dialer site 
  2. Connect your headset or microphone
  3. Dial the number for the call you want to place

web-phone-functionality

Functionality of a Web Phone

A web phone dialer has all the core functionality of a traditional business phone service.

Outbound Calls

You can use this technology to make international outbound calls from a web browser. There is tremendous flexibility to this as users have the option to choose which caller ID they would like to display. Recipients are more likely to answer calls from a local number they recognize.

Inbound Calls

The service enables two-way voice communication, which means you can answer incoming calls on your web phone. It is loaded with call center features that automate customer interactions and make call routing simpler.

Call Transfer

Transfer calls easily to the right person or department. Everyone in your office becomes available to receive transferred phone calls with the versatile feature.

Free In-Network Calls

The ability to make free in-network calls to other users in the account makes this a highly valuable major tool for organizations with a distributed workforce. It helps remote teams stay connected to your team while working from home.

Voicemails

Like a traditional business phone service, web phones enable users to receive voicemails. You can actually listen to your voicemails directly from the web dialer.

Call History

View and search all your recent calls. It’s easy to sort through inbound and outbound calls, rejected calls, and missed phone calls. This will help your sales team follow up with any important leads.

Contacts and API Integrations

You can enter relevant contact information that corresponds to individual phone numbers and will be automatically displayed. Users can also search and filter through interactions with individual contacts.

It can also be used together with other business tools. UWT provides an API that enables users to sync call detail records from a web phone with other software and tools they might be using.

Benefits of Web Phones for Businesses

Managers have reported significant improvements with their teams that use web phones. There are many benefits for teams of all sizes. Below is a list of the top web phone benefits.

Increase Sales

A web phone can increase sales by more than 75%, as it enables salespeople to call leads and convert those leads into paying customers.

Prospective customers are more likely to pick up a phone call from a number they recognize. We enable you to make international phone calls while showing a local caller ID. Your sales calls will have a higher conversion rate and your sales will increase.

Reduce Costs

Web phones provide a simple interface to use IP for voice communications. Voice over IP is the most affordable way to make business phone calls. In fact, organizations frequently report higher than 50% decreases in telecom expenditures upon switching to VoIP. 

Improve Customer Service

Having a phone system in place for customer service will undoubtedly improve customer experience. Agents can call customers from their computers and not worry about the quality of the phone calls. They can also use a local or toll free number from any country to show as caller ID and to receive calls back.

Bring Your Own Device

Bring your own device (BYOD) refers to employees being permitted to use their personally-owned devices, rather than company-provided devices. Research from Vodacom shows that about 95% of employees use at least one personal device at work, and that number is predicted to be even higher in the coming years.

Web phones are accessible from any browser, which means that employees can connect to the service from their own devices. This should emerge as one of the most effective tools in the remote work economy.