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Category: Learn

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!

10 Benefits of Using an IVR System

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#355937164 #27446420

Almost every business now has an IVR system that answers calls on its behalf and then routes callers to the appropriate department. So, why are more and more companies using this automated communication tool?

IVR System: Top 10 Benefits

An interactive voice response, or IVR system, is an automated voice response system that answers incoming calls, identifies the purpose of the calls, and assists the caller. It transfers calls to the appropriate department or provides self-serving options that customers can complete themselves. IVR phone systems cut down on time and money while improving the way a caller interacts with a company. Here are 10 ways a business can benefit from IVR service.

1. Prioritizes Calls Based on Value

IVR systems can be predetermined with rules to prioritize and route calls based on the caller and their needs. This way, you can route high-value customer calls to the most appropriate or qualified agent. If agents are unavailable, the caller will be first in the queue. Doing so ensures that your team does not lose an important caller’s business due to long wait times.

2. Reduces Costs

An effective and well-designed IVR service can run without the need of an agent. It can help callers by providing self-serving options and only when these options fail, is an agent required. Therefore, an IVR system can help businesses save on the costs of hiring large customer service teams by allowing the automated system to do more. Your team can then focus on more important issues and interacting with high-profile clients.

3. Reduces Time Spent on Mundane Tasks

Customers calling a business need answers fast. Customer service teams are constantly on the phone resolving issues. An interactive voice response system saves time for everyone by interacting with the customer, identifying their needs, and offering support either through pre-recorded messages or by transferring them to the right department. They can expedite calls, accurately transfer callers, help them complete certain actions, and schedule callbacks. These calls never go unanswered. Callers receive support in some form or the other, without time wasted.

4. Supports and Improves Lead Conversion

Recent advancements in IVR technology have made it possible to use this tool for sales and lead generation. IVR systems, depending on the provider, are capable of reaching out to prospects on predetermined lists to check if they pre-qualify. They will ask prospects a few questions, after which qualified prospects will be routed to live representatives.

5. Enhances Caller Experience

Most providers offer IVR phone systems that can be customized on your end. Customize to improve caller experience through custom greetings, easy-to-understand prompts, and so on. This interaction should reflect an ideal interaction with your company. Callers who can easily navigate the system and get their concerns resolved quickly will only appreciate your brand even more.

6. A Marketing and Feedback Tool

Marketing teams have used IVR to study customer behavior and preferences using phone surveys and conducting marketing research. You can gain insights into your audience’s likes and dislikes, their demographics, communication preferences, and more. This information can be used to serve them better.

7. Scalability

IVR systems can adapt to an organization and its customers’ changing needs and expectations. Cloud-based systems are highly customizable and have virtual communication features such as intelligent routing, multilingual capabilities, and more. As your business grows, you can add more to your IVR phone system to support your needs.

8. Provide 24/7 Customer Support

IVR technology makes it possible to provide 24/7 customer support as it answers calls even during off or after hours. During these times, calls can be routed to a different office (in a different time zone), remote agents, or even your mobile phone. It can also provide answers to simple questions, provide company and product information, verify accounts, process payments, schedule callbacks, route to voicemail, and more. This way, even if caller concerns are not resolved, they know that they will receive a callback.

9. Personalized Self-Service

Automation is the future of customer service. An advanced IVR system can help callers verify new accounts, check account information, make payments, request renewals, and much more. You can even program the system to provide trouble-shooting support. This is helpful during high traffic periods when agents are busy, during off-hours, or for customers who prefer to solve the problem themselves.

10. Improve the Business’ Image

A business that provides 24/7 service and is able to resolve issues on the first call itself is a company that can be trusted and relied upon. And an IVR service can build that image for your company by making it more accessible and helping customers resolve their concerns quickly and efficiently.

Ready to Get IVR for Your Business?

United World Telecom offers an IVR system that can be easily customized and designed to meet your needs and requirements. Our IVR service comes along with each of our virtual number plans. To get the service, simply sign up for a new number or port your existing number on our homepage. Have more questions? Speak to an expert today!

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 Partial
Belgium Yes Malta Partial
Brazil Yes Martinique Yes
Bulgaria Yes Mayotte Yes
Canada Yes Moldova Yes
China No Monaco Yes
Colombia Yes Netherlands Partial
Costa Rica No New Zealand Yes
Croatia Partial Norway Yes
Cyprus Yes Peru Partial
Czech Republic No Philippines No
Denmark Yes Poland Yes
Estonia Yes Portugal Yes
Finland Yes Reunion Yes
France Yes Romania Partial
French Guiana Yes Saint Pierre & Miquelon Yes
Germany Yes Singapore Partial
Greece Partial Slovakia Yes
Guadeloupe Yes Slovenia No
Hong Kong Yes South Africa Yes
Hungary Yes South Korea Yes
Iceland Partial Spain No
Israel No Sweden No
Italy No Switzerland Yes
Japan Partial Taiwan Partial
Latvia No Thailand Yes
Lithuania Yes United Kingdom Yes
Luxembourg No Uruguay Partial
UIFN for business
Source: DepositPhotos.com – Lic#204677724 ID#27446420

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

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.

What is an International Toll Free Number (ITFN)?

Posted on by Luke Genoyer

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In this guide, we share everything there is to know about international toll free numbers.

What is an International Toll Free Number?

An International Toll Free Number, or an ITFN, is a phone number that can be dialed free of charge and connects calls to representatives in other countries. Incoming calls to an ITFN are forwarded internationally to another phone or PBX anywhere in the world. It is one of the most cost-effective options for a business wanting to expand operations internationally.

An example of an international toll free number would be an 888 number in the United States or an 0800 number in the United Kingdom that gets answered by representatives in another country or other countries.

Another example: A US company that wants to strategically extend operations to Germany and South Korea can get German toll free numbers and South Korea toll free numbers. Individuals and businesses in these countries can call the US company’s ITFNs for free from within their country. And your business can forward calls made to these numbers to the company’s main office in the US through a call forwarding service.

All of this occurs quickly when calls are placed. Simultaneously, callers think your business is local instead of international because there is no way of knowing where you or your business may actually be located. An ITFN, therefore, makes your business more available and closer, thereby increasing credibility and encouraging more customer engagement.

buy toll free numbers

Are ITFNs Free to Call Internationally?

Traditional toll free numbers are usually not free to call internationally. They are country-specific, meaning that callers from a specific country can only dial a number for free if the number is specific to their country.

For example, calls to an 888 number in the United States would only be free if the call is made from North America. Callers from other countries can call this number but they will incur international tariffs.

Some ITFN, on the other hand, cannot be dialed internationally at all. An example of this would be an 800 number in the UAE that is only accessible to callers in the United Arab Emirates. Although this seems like a potential challenge, an easy solution is to get an international toll free number supported by an ITFS.

ITFN Versus ITFS

ITFN is supported by International Toll Free Service. ITFS is a telephone service that enables callers from one country to make free phone calls to another country. It improves businesses’ international reachability as they are able to provide toll free telephone access to contacts located outside the country.

It also helps businesses outsource various processes to third-party vendors that charge lower wages. According to Grandview Research, the BPO Market will reach $405 billion by 2027. In addition to significant cost-savings, many top organizations also consider outsourcing as a solution to meet back-office requirements related to skill-set and productivity.

What are the Types of International Toll Free Service?

There are three main types of ITFS. Each type of international toll free service provides end-to-end call origination and termination. Modern providers will usually implement a turnkey solution rendering the different types less relevant to users these days.

  • Basic ITFS
  • End User Dedicated ITFS
  • Switchless ITFS
itfn versus itfs
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Types of International Toll Free Numbers

Many people have questions about the different types of international toll free numbers, so we describe them and explain the pricing and differences below.

International Toll Free Numbers (ITFN)

ITFNs are the ideal solution for businesses looking to use toll free numbers for international countries. Since these numbers use an international toll free service (ITFS) to enable global call forwarding, your business can be located anywhere in the world. A classic example would be an international 800 number in the US forwarding calls overseas. These have significant advantages, including cost, reachability, and flexibility, over other types of numbers. You can forward these numbers internationally, enabling businesses to establish a presence virtually anywhere in the world. The cost for international toll free numbers starts as low as $13 per month.

Universal International Freephone Numbers (UIFN)

The International Telecommunications Union issues Universal International Freephone Numbers, or “global” toll free numbers. Callers can dial UIFNs, free of charge, from up to 40 countries around the world. These numbers are not accessible from all mobile phones, however. Dial-out conventions can also vary across countries. The cost is significantly higher for this solution. Monthly pricing starts at $80 per month plus setup charges.

Domestic Toll Free Numbers (TFN)

Domestic toll free numbers, also known as DTFs, are classic 800 numbers that can only be dialed from inside the country where the phone number is located. These numbers are accessible and free to call for anyone within that country. For example, callers within the UK can call UK toll free numbers for free and with fewer restrictions. However, they are generally not accessible from other countries. Pricing for these start at $13 per month.

Deciding Which Toll Free Numbers Your Business Needs

Toll free numbers help businesses develop their professional image by using a reliable method for communication. You can increase credibility and your international reputation through the right business phone number. A toll free phone number established your business as a credible and professional one. Additionally, having a designated business number keeps your personal calls entirely separate from your business calls, so you gain added flexibility through this automation. So, what types of toll free numbers are right for your business?

Domestic vs International Toll Free Numbers (ITFNs)

Both domestic phone numbers and ITFNs perform the same function. Callers can call these numbers for free from within the country associated with the number. The main difference between the two number types is the number of restrictions involved. Domestic numbers come with fewer restrictions than international toll free numbers.

Domestic and international toll free numbers are both beneficial to any business. However, if you want to expand to multiple countries outside your country of origin, then you will want to get international toll free numbers for the respective areas you want to target. Irrespective of where you and your business are located, these numbers can help you build an international reputation by offering sales and customer support services worldwide.

ITFNs vs UIFNs

In the same vein, a common question asked by many businesses, is UIFN or ITFN? As you can see above, three different models can exist for your business, but we found that in general, international toll free numbers are the right choice. They offer key advantages including flexibility and cost-savings. We recommend getting multiple ITFNs rather than opting for another type of number. If you still have questions, feel free to reach out to us or try our service risk-free for 15 days!

Get Toll Free Numbers with Us!

If you are considering either a domestic toll free number or an international toll free number, we can help guide you in the right direction. United World Telecom can help you get the right numbers for your business with easy sign-up procedures and fast activation! Call us today to learn more about what we offer and how we can support your business.