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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

Source: DepositPhotos.com - Lic#165555314 #27446420

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.

How Much Bandwidth is Needed for VoIP

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#88628186 ID#27446420

Businesses looking to improve and enhance their communication system with the end goal of providing better customer service will find business VoIP as a suitable solution. However, when you are switching to such a cloud phone system, you’ll need to make sure that your office internet meets voice over IP bandwidth needs. Read on to learn more about what is needed to support VoIP calling in a business setting.

Business VoIP Calls: Bandwidth Requirements

A VoIP phone system enables the calling and transmission of data over the internet between two parties. Doing so makes it possible to send and receive voice, video, and other unified communications through a cost-effective route. Thanks to new technologies like a web phone, it is possible to make and receive calls from a computer. Because of this reason, business VoIP is popular among companies of varying sizes.

Virtual phone service providers like United World Telecom can help you build a VoIP system at your office with the virtual communication tools and features you desire. Part of setting up such a system requires an evaluation of the bandwidth required to run a cloud phone system. Here we will look at different VoIP bandwidth requirements.

What is Bandwidth and Why Does It Matter for VoIP?

Bandwidth is a term used to describe the data transfer rate of an internet connection. In other words, it refers to the amount of data that can be transferred over the internet connection within a given time period. You will have to set aside a certain amount of bandwidth from what you receive through your internet provider (ISP).

This is important because VoIP phone calls run over the internet and require a good internet connection to provide quality calls. High browsing activity or additional applications can reduce the amount of bandwidth available for your cloud phone system. Lower bandwidth equals slower speed which can result in lower call quality. Some factors that impact voice over IP calls include:

  • How many phone lines are required?
  • How many calls will be occurring concurrently?
  • Will other applications be running simultaneously with your VoIP system?
  • Upload/download speed provided
  • Codec provided by your service provider

Keeping these factors in mind, you can calculate an estimate of how much bandwidth will be required to run your cloud phone system smoothly.

voip-bandwidth
Source: DepositPhotos.com – Lic#251896403 ID#27446420

Calculating Bandwidth Needed for Your VoIP System

So, how do you decide how much VoIP bandwidth your system will need? The most important aspect to take into account is the number of employees making calls and how many calls will occur simultaneously. The general range for bandwidth needed is anywhere from 85-100Kbps for each concurrent VoIP call. Bandwidth is measured in kilobytes per second (Kbps).

Number of Concurrent Calls Bandwidth Recommended
1 100 Kbps
5 500 Kbps
10 1 Mbps
15 1.5 Mbps
20 20 Mbps

Secondly, you want to check the codec quality provided by your provider. Codec is a program that converts voice into digital signals to be transmitted during the call. In other words, codec reduces the size of call files without impacting voice quality. The ideal codec will determine the amount of data your VoIP calls will need. Here is a table for your reference:

Codec Bitrate Bandwidth Usage
G.711 64 Kbps 87.2 Kbps
G.722 48-64 Kbps 80 Kbps
G.723.1 5.3 Kbps 20.8 Kbps
G.726 32 Kbps 55.2 Kbps
G.728 16 Kbps 32 Kbps
G.729 8 Kbps 31.2 Kbps

Note: Bitrate per second refers to the rate at which bits of data are transmitted within a given time.

Additionally, since VoIP calls stream two-way voice messages, the data usage is twice the normal rate per second. Most virtual calls will need about 64 Kbps. You can have 12 calls concurrently using 1 Mbps or 120 calls with 10 Mbps. And this is for calling only. For other virtual activities such as browsing, using internet applications, etc., more bandwidth will be required.

Making VoIP Calls

Ensure your business has enough bandwidth to make high-quality calls with your VoIP system. There are routers available that prioritize voice calls over other internet activity. This would ensure no quality is taken away from the calls. Contact your ISP for information about bandwidth usage and availability options. To learn more about VoIP systems for business, call us at 1 (877) 898 8646.

UIFN or ITFS: Which is Best for Your Business?

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#374849482 #27446420

When you consider expanding your business to other countries, one of the biggest concerns to think about is: how will you maintain reliable communication with people in distant parts of the world. Many businesses choose either ITFS numbers or UIFN service.

UIFN Versus ITFS: Defining the Differences

United World Telecom has been a trusted international telecommunications provider since 1996. We provide UIFN service and ITFS numbers.

UIFN

A Universal International Freephone Number — also known as a UIFN Number — is a type of toll free number that works as a single phone number in multiple countries. With UIFN service, your organization can support callers through a universal toll free number in up to 60 different countries.

ITFS Numbers

ITFS can also support global voice communications. Businesses use ITFS numbers to provide a free method for customers to call them in up to 160 countries. Both UIFN and ITFS numbers can help you expand your global voice coverage.

Which Is a Better Number for Your Business?

While UIFN numbers sound good in theory, when deciding what number type works best for your business, one must consider the advantages and disadvantages. You first need to know how these numbers work and how they differ from each other.

UIFN Advantages

UIFN has coverage as a single phone number for multiple countries, including major global economies such as Australia, Canada, Germany, Hong Kong, etc. Having a single number makes it easier to manage communications instead of displaying a variety of numbers.

How Does UIFN Work?

Here is a list of the countries where UIFN numbers are available, including information about mobile accessibility:

Country Mobile Accessibility Country Mobile Accessibility
Argentina No Macau Yes
Australia Yes Macedonia Partial
Austria Yes Malaysia No
Belgium Yes Malta Partial
Brazil Yes Martinique Yes
Bulgaria Yes Mayotte Yes
Canada Yes Moldova Yes
China Partial Monaco Yes
Colombia Yes Netherlands Yes
Costa Rica Yes New Zealand Yes
Croatia Partial Norway Yes
Cyprus Partial Peru Partial
Czech Republic Yes Philippines No
Denmark Yes Poland Partial
Estonia Yes Portugal Yes
Finland Partial Reunion Yes
France Yes Romania Partial
French Guiana Yes Saint Pierre & Miquelon Yes
Germany Yes Singapore Yes
Greece Partial Slovakia Yes
Guadeloupe Yes Slovenia No
Hong Kong Yes South Africa Yes
Hungary Yes South Korea Yes
Iceland Partial Spain Yes
Israel No Sweden Partial
Italy No Switzerland Yes
Japan Yes Taiwan Yes
Latvia Yes Thailand Yes
Lithuania Yes United Kingdom Partial
Luxembourg Yes Uruguay Yes
UIFN for business
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The Downside of UIFN

UIFN is accessible from only 60 countries around the world and not all UIFN participating countries have mobile access. Prefixes vary based on the country. This can lead to confusion and misdialing.

It can also take a few weeks to activate UIFN service and registration fees apply.

ITFS Advantages

ITFS numbers are free to dial from within their country. They are only reachable from within their own country and generally cannot be dialed from other countries.

International toll free numbers are available from more than 160 countries worldwide and are the most cost-effective option for any company wanting to expand globally.

How to Choose the Right Type of Number

Which is better for your business depends on your business’ international reach. If you have customers in only a few select countries, then getting separate ITFS numbers for those regions will be more useful. However, if you have extensive global coverage, you may find UIFN more beneficial. This decision also depends on your budget limits and how much getting multiple ITFNs or one single expensive UIFN will cost you.

You can also inquire about our Toll Free FlexDial solution which can offer global toll-free access to callers in multiple countries through a single phone number. This solution works as an alternative to UIFN since it can cover more countries than UIFN. Chat with us to learn more or browse FlexDial prices.

Get UIFN from United World Telecom

United World Telecom offers both ITFN and UIFN numbers. If you know what you want, sign up for your new number on our homepage today. Or, call us at 1 (877) 898 8646 to discuss your business needs so we can help you make a well-informed decision.

Sign Up For UIFN

Six of the Best Toll Free Numbers (And Other Funny Numbers)

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic108574792 ID#27446420

Who says business numbers must be strictly serious? Your number can be an opportunity for displaying creativity to attract customer attention. Here we will look at how some companies have used their toll free numbers in exciting ways to draw customers to their businesses.

Creative Uses of Toll Free Numbers

Businesses continue to demand toll free numbers for a simple reason: they work. They are very helpful in bringing customers to a business and they add a subtle layer of professionalism. And, the effects are even more profound when you use vanity toll free numbers.

Vanity numbers insert patterns or letters within the number itself to make it stand out from other numbers. Here’s an opportunity for businesses to insert their name or a feature associated with their business. And it makes for a great way to market your business as well because these numbers are easy to recognize and remember. We have compiled some of (what we think are) the best toll free numbers out there; here’s a look!

Six Best Toll Free Numbers

1. 1-800-GO-FEDEX — FedEx, the go-to multinational delivery service’s contact uses a vanity toll free number with its name inserted in it.

2. 1-800-HURT-NOW — a toll free line for personal injury attorneys. Calling this number can help you get connected with a personal injury attorney best suited for your case.

3. 1-800-THRIFTY — Thrifty Car Rental’s customer service for online reservation help. Interestingly, their other toll free contact number is 1-800-FOR-CARS.

4. 800-GIANT-MEN — The Gentle Giant Moving Company inserts its name creatively in its business number to market its brand, emphasizing that they are giants of moving.

5. 1-800-DOG-POOP — This pooper scooper service’s vanity toll free number immediately grabs your attention!

6. 1-800-GOT-JUNK? — You must have seen this vanity number displayed on vans and billboards across the street. This is a toll free number for the world’s largest junk removal service.

Other Popular Toll Free Numbers

Besides the above, here are some other common toll free numbers that you may have used from time to time:

  • 888-BBT-ONLINE
  • 1-800-WALGREENS
  • 1-800-CALL-LEE
  • 1-800-FLOWERS
  • 1-800-TAXI-USA
  • 1-888-BEST-BUY
  • 1-800-T-MOBILE
  • 1-888-SANDALS, and there are many more

Funny Phone Numbers

If your business wants to really grab the attention of potential customers, there is nothing quite like humor to hook them in. Many companies have taken a clever spin on vanity numbers, using just their phone number to create a fun, memorable, positive experience for customers. Now for some examples of the funniest business numbers:

  • 800-IGo-HoJo — Howard Johnson’s
  • 800-9CAKE90 — Piece of Cake Inc
  • 800-FIT-IS-IT — Jazzercise Dance Fitness Program

Vanity Numbers for Your Business

Vanity toll free numbers are excellent tools for businesses to consider. They can be highly versatile, offering beneficial features for marketing endeavors, connecting with customers, and adding a further level of reassurance. A business number that stands out from the crowd as a notable, memorable number is always a good thing; why not place your business ahead of the competition with additional credibility? If your business is aiming to make an impact with clever marketing, there are endless possibilities when using a vanity number.

Vanity Toll Free Numbers with United World Telecom

Are you interested in purchasing a toll free number or vanity toll free number for your business? Our inventory is highly inclusive, so if you are searching for a particular type of toll free number, we may be able to assist you. United World Telecom offers toll free numbers in more than 160 countries across the world. To find out how we can help you get more customer calls and drive up sales, call us today at 1 (877) 898 8646.

What is International Call Forwarding & How Does It Work?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#179275020 ID#27446420

What is International Call Forwarding?

International call forwarding, also known as global call forwarding, is a service that routes incoming calls from a virtual phone number to another destination anywhere in the world. Calls can be forwarded internationally to any phone number(s), PBX, or SIP destination worldwide.

How International Call Forwarding Works

International call forwarding is the redirection of incoming calls to an international destination. When you set up international forwarding on a virtual number, calls to that phone number can be automatically routed to another office location or device that you have set anywhere in the world.

Callers will typically not notice that their call is being forwarded. Modern technologies have developed a number of features that make the forwarded phone calls indistinguishable from regular local calls. For example, you can set a local ringback tone that corresponds to many countries’ unique local dial tones or even configure a customized greeting in a local language.

Forwarded Phone Conversations Have Two Legs

A single forwarded phone conversation actually consists of two phone calls – which are commonly referred to as “Leg A” and “Leg B.”

First, there is Leg A – this an inbound call, from your customer for example, to your forwarding number. Leg A gets connected to your service provider’s network. After connecting to the network, Leg A call needs to get forwarded to the destination you chose.

Leg B is the outbound call from your provider’s network to the pre-specified destination. Subscribers are usually billed for both legs.

How Long Does It Take?

A subscription is required. International call forwarding can be set up in just a few minutes. Further, the full service can be integrated in less than a day. Some countries, however, require basic documentation in order to enable calls to be forwarded internationally. Once that documentation is taken care, calls are then seamlessly forwarded to your destination.

This service used to be reserved for large companies with international operations. Recent advancements in technology, however, have made it now possible for businesses of all sizes to use international call forwarding. In most cases, the forwarding takes place instantaneously.

However, there can be some latency issues associated with very long-distance calls. For example, a call from Australia to the United States has a long distance to travel. This can lead to minor delays.

To combat this, top service providers like United World Telecom have global infrastructure to minimize any potential delays. We know how important it is for calls to get forwarded instantaneously and with superior voice quality.

Can I Forward Calls to More Than One Phone?

The best part about a call forward service is that calls can be routed seamlessly to more than one phone. The service was created for business usage and it comes with a number of features to enhance this capability. For example, there are settings to enable simultaneous ringing, sequential ringing, and time-of-day routing, which forwards calls to different numbers at different times of the day. International call forwarding can support an unlimited number of extensions.

need forward calls internationally

Top 3 Benefits of International Call Forwarding

We’ve been helping international companies expand across borders for more than twenty years. These are the most common international call forwarding benefits that real customers have reported to us over the years.

Working Remotely

Telecommuting has become a fast-growing trend for businesses in 2020. Major institutions like Facebook and Harvard have started to work remotely. In some companies, in-person operations have been replaced completely by remote work! One of the benefits of international call forwarding is the ability to work remotely.

A phone forwarding service enables employees to work from anywhere in the world. Not only can an international forwarding service help companies comply with an immediate need for remote work, it can also expand a potential talent pool to include candidates from other countries.

Expanding Internationally

As the name suggests, international call forwarding helps businesses expand internationally. The service is available from most of the 195 countries worldwide and it enables any business to establish a virtual telephone presence in those countries. There is a very minimal charge and the service is without commitment.

Enhancing Customer Experience

Let’s face it – your paying customers don’t want to have to pay more to get in touch with you over the phone. But that’s what happens when a multinational business doesn’t have international call forwarding set up.

Offer a free way for international customers to get a hold of your business over the phone. It will undoubtedly enhance your customer experience.

Interactive Voice Response: Definition and Benefits

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#89234634 ID#27446420

In this guide, you will learn everything there is to know about an Interactive Voice Response (IVR system).

What is Interactive Voice Response?

Interactive Voice Response (IVR) is an automated telephony system with call routing capabilities. An IVR system can answer incoming calls, provide callers with a set of menu options, and then based on caller inputs, route the calls to an appropriate recipient.

As soon as calls connect to an interactive voice response system, callers are greeted by a prerecorded voice menu. The callers can interact with the menu in order to be connected with the right department or representative. Interactive voice response is so common, it is highly likely you have interacted with one before.

Any business can benefit from a cloud IVR system. It helps collect caller information and transfers calls to the right departments, enabling outstanding customer service, while reducing operating costs.

How Does IVR work?

An IVR system gathers information from callers and then routes those calls to another phone number or extension. Basic IVR systems work by collecting user input through touch-tone selections. More advanced systems can gather user inputs in the form of spoken responses using voice recognition.

IVR is an automated approach to customer service that reduces customer hold times and boosts worker efficiency. Even the most basic interactive voice response system can save time and resources. Organizations now have a more efficient way to manage incoming calls.

Cloud IVR Systems

A hosted or cloud IVR system works over the cloud. You can get an IVR system from your phone service provider who hosts the service. This means that you do not have to worry about developing the service or maintaining it. Your provider takes care of this. Your business simply needs to create a phone tree to route calls as you need. You can go in and change these routing settings whenever required.

IVR Systems for the End-User

Interactive voice response enables callers to easily navigate a contact center and find the right solution for themselves. The end-user can interact with an IVR system using the touch-tone keypad on a phone, or in more advanced cases, through spoken words.

For example, the end-user will dial a phone number with IVR and be connected to a voice menu. The end-user is then asked to choose from a set of menu options, which he or she can respond to by pressing or saying “1, 2, 3, etc.” in order to get connected to the right department.

Basic IVR Versus Advanced IVR

IVR has two primary components that enable callers to interact with the system: DTMF and voice technology. DMTF, which stands for Dual-Tone Multi-Frequency, is a means of signaling to an IVR system using a telephone keypad. A basic IVR system enables callers to interact with a voice menu using DMTF.

More advanced systems use voice technology like natural language processing, to understand callers’ requests. Natural language processing is a type of conversational AI that enables computers to answer complex open-ended queries.

A more advanced cloud IVR software with voice technology will certainly impress callers, but even the most basic IVR can drastically improve customer experience by reducing callers’ common frustrations with a complex multi-level menu.

ivr software

The Technology Behind IVR Software

At a technical level, interactive voice response software uses the following technologies: telephony equipment, a database, and supporting infrastructure. The software needs to be enabled and then configured in order to work. These are the most relevant technologies:

  • TCP/IP: A set of communications protocols that enables computers to interact over a network.
  • Databases: IVR software needs access to a database in order to serve relevant information in real-time.
  • Web/Application Server: The server performs various key functions and is the core of an IVR software.

While the underlying technology is less relevant to end-users, it is still important to have an idea of how interactive voice response technology works.

IVR vs ACD

Oftentimes, the terms IVR and ACD are used interchangeably even though they are essentially different systems. Automatic Call Distribution (ACD)  routes calls to the right department or agent based on rules set by the business. IVR is a part of an ACD system and helps route calls to the right location as determined by the account manager. You can try different routing strategies to ensure calls are answered by the right agent and callers are assisted quickly. More on call routing strategies below.

Common Hosted IVR Applications

With incredible flexibility, interactive voice response systems have many potential applications for businesses of all sizes. These are the most common use cases that we have seen in over twenty years of experience:

  • Set up a custom voice menu and touch-tone prompts
  • Greet callers with a pre-recorded message
  • Collect information about callers
  • Route callers to the right department or agent
  • Manage high call volumes
  • Prioritize calls based on certain criteria
  • Automate customer support

Cloud IVR Benefits

Over the past two decades, these are the seven most common benefits that IVR users have reported.

1. More Efficient Customer Service

Customers are impatient when they want service. They want timely answers to their questions and they want all their problems to be solved quickly!

IVR can help callers feel like they are being better attended to by increasing first contact resolution. FCR is the percentage of contacts that are resolved on the first interaction and it is a great measure of customer service performance. On average, businesses that use interactive voice response have much higher first contact resolution compared to businesses that do not.

Efficient call routing will lead to better customer service. By automatically routing calls to the right departments, all your customers’ requests can be quickly dealt with appropriately.

2. Workforce Automation

For many companies, IVR has already automated key roles in the workforce. An interactive voice response system can greet callers, gather their relevant information, and then route their calls to the right departments, thereby eliminating the need for live phone attendants.

Let’s face it – employees at a company are only human and we all make mistakes. Although never intentional, human error has been a major contributing cause of business accidents over the years. Our research shows that a fully automated business communication system can eliminate up to 100% of human error.

IVR also works for you 24/7. Regardless of whether staff is available, incoming calls will always get routed through properly to the right extension. As your business becomes more accessible to potential customers, revenue will also increase.

3. Higher Profits

Businesses of all sizes use IVR to increase profitability. Remember that operating profits are calculated by subtracting operating expenses from gross profits.
A cloud IVR system is able to automate certain key processes at a negligible cost so fewer employees are needed to manage the phone lines.

4. Manage High Call Volumes

Imagine if you could scale your business by leveraging your entire workforce at full productivity. An IVR system can help manage your high call volumes, while also being able to scale rapidly to meet your expected growth. It has the ability to serve multiple customers simultaneously so the rest of your employees can work on more productive activities.

5. Increased Agent Efficiency

By routing calls to the right extensions, agents spend less time transferring calls around and communicating back-and-forth with other agents. Increased agent efficiency has major benefits for all types of businesses.

First off, thanks to IVR, agents no longer need to waste valuable time on the phone collecting redundant information. A cloud IVR system can maximize agents’ time that is spent on the phone with customers. When your agents aren’t on the phone with customers, their time can be better spent on other revenue-generating activities.

Second, call center agents are able to specialize in various key functions thanks to IVR, and thus become more efficient in each role. It’s possible to route calls to different agents based on certain criteria. You can also maximize customer lifetime value by prioritizing callers from high-income regions.

Finally, an interactive voice response system provides call analytics that enables managers to monitor user performance and agent productivity. Unlock the full potential of your workforce with an IVR.

6. Wider Personalization

Studies show that more personalized customer service can boost revenue by 40%. We have determined that some potential customers can get turned off when they call a business only to hear a boring old ringback tone.

Luckily, IVR systems make it easy to personalize and enhance customer experience on the phone. Your callers will appreciate a more personalized experience when their calls get answered by a customized voice greeting followed by a list of highly-tailored menu options.

7. Professional Company Image

In today’s day and age, it’s especially important to make a good first impression. In fact, Forbes Magazine declared that potential customers will form an opinion of your business based on a variety of factors including phone calls.

Interactive voice response can create instant credibility for your business by promoting a professional image that is well-put-together.

How Does a Contact Center Use IVR?

Most contact centers already benefit from interactive voice response technology because it can streamline a great number of key business functions. Here are the most common ways contact centers use IVR.

Efficient Call Routing

An IVR system for call centers will gather key information from callers at the start of the interaction. After registering a response, the cloud IVR system will then direct callers to the appropriate departments. This helps satisfy customers by reducing the time spent on hold and it also maximizes the efficiency of agents in your contact center. Read our post about top IVR routing strategies to learn more.

Self-Service and AI

Self-service is the foundation of a good contact center experience. In fact, 81% of customers prefer to try self-service before reaching out to a live representative. Modern IVRs may use artificial intelligence to enable self-service.

Over time, artificial intelligence can further develop to fulfill increasingly complex needs and eliminate a large number of mundane tasks. You should also keep in mind that callers can interact with your voice response menu to get self-service at any time of day.

Advanced Speech Recognition

Modern voice response systems use advanced speech recognition to better serve callers. Advanced technologies like natural language processing enable cloud IVR systems to clearly understand callers’ requests and determine the reason for their calls. Harvard studies have shown the potential of NLP in contact centers.

CRM Integrations

Callers prefer not to repeat themselves. Luckily, CRM integrations exist that enable your IVR system to fetch relevant information about callers in real-time. This helps agents in your contact center deliver more personalized information to satisfy very specific needs. Call center integrations can also boost caller satisfaction by producing seasoned call center agents.

IVR Best Practices

When used incorrectly, your interactive voice response system could have a negative impact on your business. That’s why we recommend that our customers are mindful of their end-users. We recommend following these best practices to deliver a delightful IVR experience.

1. Research Your Audience

You should research your audience and your end-users before setting up IVR. Key research should involve figuring out which customers are most likely to interact with your voice response system. By doing this, you can create a more personalized experience with highly tailored menu options.

2. Survey Caller to Improve Your IVR Experience

Surveys can help determine how satisfied your customers are with the overall phone experience that you provide. It is important to regularly survey customers and elicit feedback and then implement their valuable suggestions. Surveys help businesses build better hosted IVR systems that callers actually enjoy using.

3. Use Natural Speech Recognition for Complex Applications

Natural language speech is more flexible than touch-tone interaction. That shouldn’t come as a surprise to anyone. It is not always necessary for quicker transactions, but speech recognition can enhance more complex business applications.

4. Keep Your Menu Simple

It’s best to start with a simple IVR menu that is capable of handling your most common requests. Don’t try to automate very complex transactions until you get more comfortable using IVR.

We recommend a basic menu that greets callers and asks them to input a single-digit number that corresponds to a particular department. Industry studies show that callers prefer to interact with a phone menu that has four choices or fewer and a maximum of two levels.

5. Regular IVR Testing

Testing should be performed regularly to ensure that your menu is able to handle expected traffic and properly serve customer requests. There are various network testing methods that have been developed over the years which can help ensure that IVR technology does not become a weak link in your business’ customer experience.

Mistakes to Avoid

A good hosted IVR system that follows best practices can have unlimited business potential. A bad setup, on the other hand, will undoubtedly frustrate your customers. It’s important to set up everything properly. We recommend that you avoid these three common mistakes if you want to maximize the caller experience.

1. Hold Times That Exceed 45 Seconds

Customers are impatient and they don’t like to wait on hold. According to industry research, 60% of callers will hang up after just one minute on hold! We recommend that you do not keep your customers on hold for more than 45 seconds at a time.

2. Unreachable Live Agents

Not everyone will want to use your hosted IVR system. In fact, you could have the most user-friendly setup in the world, but there will always be a segment of your customers that prefers to speak with a live agent. That’s only logical, as there are certain requests from customers that don’t fall under any menu options and a computer could never help with.

That’s why we recommend that you avoid the mistake of having unreachable live agents. Your IVR menu should always contain an option to be transferred to a real-live agent. You shouldn’t bury this option too deeply in your menu, either, because this will always result in frustrated callers.

3. Complicated Menus

Potential buyers will be turned away by too many menu options or a voice response system that is too complex. We already know customers are impatient, so why list ten menu options that your callers have to sift through? We recommend that you keep your IVR menu simple with two levels at most and a maximum of four choices on each level. The possibilities, however, are nearly unlimited.

Reach out to us if you want to learn more about IVR and how it can help your business.