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SIP Trunking vs VoIP: Understanding the Difference

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#47238061 & 1711547 ID#27446420

To decide whether your business needs SIP trunking or VoIP technology, you must first understand what these communication services are and how they differ. Here we will discuss in detail how these two types of technology operate so you can make an informed decision when choosing between them.

Difference Between SIP Trunking and VoIP Technology

SIP and VoIP are often used interchangeably, which is why they can be misunderstood. SIP stands for Session Initiation Protocol while VoIP stands for Voice over Internet Protocol. Both of these services provide foundations for IP technology. That is, they enable users to make and answer calls over the internet (or virtual phone lines) as opposed to traditional phone lines or PSTN lines. But there are a few key differences that set them apart, let’s have a look.

What is VoIP? The Basics

Voice over IP or VoIP technology is a business phone solution that transmits voice messages over the internet. It converts voice into digital signals and sends them to the destination number or endpoint. To use this service, you will require a VoIP phone and VoIP system. Most providers will even offer you unlimited calling minutes as a better deal. And so, for basic voice communication, VoIP is an affordable and practical solution.

SIP Trunking Explained

SIP trunking enables the transmission of multimedia and unified communications over the internet. SIP technology builds on voice over IP to provide not only voice but other communication as well. That is, video messaging, text messaging, file and document sharing, and so on. SIP trunking, therefore, works as an all-inclusive phone solution.

For a business looking to provide multi-channel communication, SIP technology is an ideal solution. This is because it is more affordable than using multiple different platforms/services as all communication tools needed are located in one place.

SIP vs VoIP

Now for the difference between the two types of virtual telephony solutions:

1. Type of Sessions Transmitted — VoIP calls handle only one type of session and that is voice communication. SIP calls, on the other hand, handle multimedia sessions such as voice, video, text, etc.

2. Operation — VoIP calls operate only over an internet connection and need a computer to run the software. VoIP handsets, for example, must be attached and connected to a computer to be used. A SIP trunk, on the contrary, can work over any network; this includes ISDN, VPN, or the internet. Plus, SIP equipment can operate by itself and does not depend on a computer to function.

3) Handling of Traffic — Both systems differ in terms of how they handle traffic. SIP systems work along with an office’s private branch exchange or PBX system. These systems are designed to manage large amounts of traffic and data. You can also add an extra layer of security by getting a direct connection to your provider. VoIP technology, on the other hand, handles traffic from a central network, where a provider oversees everything. This is perfect for businesses that do not have the experience or time to manage their own systems. However, on the downside, such central networks can easily be overloaded by heavy traffic.

Choosing One for Your Company

Deciding whether your company needs SIP trunking or voice over IP technology depends on the type of communications you want to set up. The choice is not really one over the other because SIP is an advanced version of VoIP. Both services can boost your company’s phone system by offering more reliable and cost-saving options. Based on how you want to communicate internally and externally determines whether you need only voice or multimedia sessions. You can get both SIP and VoIP with United World Telecom. Sign up on our homepage or contact us to learn more.

Hosted PBX versus SIP Trunking: What’s the Difference?

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#27766347 ID#27446420

When switching to a cloud phone system for your company’s communications, owners often have to decide between a hosted PBX and SIP trunking. Here we will discuss what these two types of service are so you can make the right decision based on your needs.

Hosted PBX versus SIP Trunking: Key Differences

In order to decide whether your company can benefit from a hosted PBX  or SIP trunking, it is important to first understand what each of these services is capable of achieving. Other factors to consider are:

  • Costs
  • Level of expertise required
  • Company size and calling (or call management) requirements
  • Security needs

But first, let’s look at these services and their benefits individually.

What is a Hosted PBX?

If you want a system handled and managed offsite, then a hosted PBX service will be more in line with your needs. Other terms for hosted PBX are virtual PBX, cloud PBX, and cloud phone system. A hosted PBX service is a service managed by a third-party provider and connects to a public switched telephone network (PSTN).

Benefits of Hosted PBX

Therefore, subscribing to a hosted PBX service means that your company does not have to buy or maintain any equipment or software to utilize the service. And so, you do not have to worry about high setup or maintenance fees. Additionally, you do not need to hire experienced IT professionals to manage the system.

A hosted PBX service will give you the opportunity to utilize Voice over IP services such as:

  • Call management tools to manage and route calls
  • Call transfer
  • Voicemail
  • Call recording
  • Interactive voice response (IVR system)

What is SIP Trunking?

SIP trunking also uses VoIP technology. SIP connects your existing PBX to the internet and enables the sharing of multimedia files such as voice, video, and text. Therefore, to use SIP trunking technology, you need to have an on-premise PBX system and a skilled and experienced in-house IT team to manage it.

SIP trunking

Benefits of Using SIP Trunks

SIP technology is growing more and more popular with businesses because of the many advantages of using such a system. Here are a few benefits of SIP trunking:

SIP trunks replace traditional phone lines by helping you make and answer calls over virtual lines instead. This enables long-distance and international calling at cheaper rates. Therefore, SIP technology is often preferred for its affordability.

Furthermore, you do not need to subscribe to 4-5 different services to handle your office’s communications. SIP trunks allow for transmission for various types of data all in one place, making business communications easy to manage. This is also helpful in increasing overall office productivity and efficiency as employees spend less time learning new services and more time providing better customer support.

Key Differences Between Hosted PBX and SIP Trunking

Now that we have a better understanding of what each service means, let’s look at the key differences between having a hosted PBX system and SIP trunking as part of your office phone system:

Hosted PBX SIP Trunking
1) Setup Costs Low Low, if you own PBX equipment on-premise
2) Ongoing Costs $15-$50 per phone line per month $20-$50 per user per month
3) Maintenance and Expertise Handled by your provider Handled by your in-house IT staff
4) Expertise Required No, handled by the provider In-house IT staff must be experienced
5) Call quality and volume Great for low call volume Great for a large workforce and a high call volume
6) Flexibility Geographically flexible and self-reliant Depends on PBX program licensing and support
7) Company size and type Recommended for companies with <20 employees Recommended for companies with >20 employees
8) Security Depends on the provider’s standards More secure infrastructure

Choosing a Phone System

Deciding on a type of phone system for your business can be overwhelming. To simplify the process, pay attention to what your business needs and what your budget allows. For example, can you afford a skilled in-house IT team or do you want your provider to handle maintenance? Do you need a system that supports a low or high call volume and traffic? And so on. Determining your business’ needs will help you make a better choice. To get SIP trunks and PBX, call United World Telecom and speak with an expert.

5 SIP Trunking Benefits You Probably Don’t Know

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#249739200 ID#27446420

SIP trunking has slowly revolutionized business communication. This business phone solution uses an internet connection to provide a high-quality and low-cost phone service. More and more companies are using SIP trunks to improve the way they communicate internally and externally. Here are 5 reasons why you should consider this service for your business.

What Are the Top Benefits of SIP Trunking?

Session Initiation Protocol (SIP) is an internet protocol that enables communications between two parties through voice, video, and chat. SIP trunking, therefore, transmits voice, video, and other unified communications through the internet.

This enables businesses to have multi-channel communication options through voice over IP technology. Doing so improves and enhances internal (within the office) and external (between the business and its customers) communication. This is why everyone from small businesses to large corporations is using SIP trunks in their business communication systems. So, what are some benefits of SIP trunking technology?

1. Cost-Effective Services

The main reason why this technology is gaining popularity is because of its affordability while still remaining reliable. SIP calls are routed over the internet instead of traditional expensive phone lines. Furthermore, they give your business the opportunity to make local, long-distance, and international calls at cheaper rates. By routing your calls through international call forwarding services, you can reduce long-distance and international calling costs.

When you sign up for such a service, you are immediately made aware of what the charges for your entire phone system will be. SIP trunk pricing depends on the provider you choose and the various virtual communication tools they offer such as call recording, video conferencing, etc. The cost is predictable and flexible based on your needs and usage. Additionally, most providers do not offer long-term contracts and so if you need to adjust or change your service, you do not have to worry about high cancellation rates either.

2. Unified and Easy-to-Manage Communication System

With this technology, you do not need to have 3-4 different services to manage your company’s communications. SIP trunking allows for different types of data transmission; all in one place. You can access and share voice, video, text, instant messaging, and other files via SIP channels. Having all of your communications in one place can help increase office efficiency, as less time will be spent on finding, learning, and using new software or services.

3. More Office and Employee Productivity

Companies want to improve their communication system to provide better caller experience and service to their customers. In other words, a seamless connection between the business and its valued clients is essential.

Part of such development is providing employees with the right tools to help them be productive and reduce errors. With SIP trunk technology, employees spend less time figuring out how to connect with customers. Managers can access log and activity reports, review recordings of calls, and more to study employee performance. This gives employees additional incentives to do a good job as well.

4. Mobility and Flexibility

Another benefit of SIP trunking is the mobility and flexibility it offers your team. With this technology, you can answer calls not only on traditional phone systems but also on computers, smartphones, tablets, and more. Therefore, you can convert almost any device into a business powerhouse.

Plus, you are not limited in terms of where you can make and answer calls. SIP and VoIP technology enable users to make and receive calls anywhere in the world. This is most useful to businesses with remote offices and employees or those that have employees who travel for work. SIP trunking makes it cheaper to stay connected across borders.

5. Improved and Reliable Phone Service

Most importantly, SIP technology is a reliable phone service with low costs and high quality. Even during a power outage, calls can be directed to employees’ mobile devices or other offices to keep the business running. Failover options make this service one of the most reliable when it comes to secure communications.

Considering SIP Trunking Technology for Your Business?

There is no time like the present to start boosting and enhancing your business’ communication system. SIP trunking can help you create a smooth and interruption-free mode of contact between you and your customers. This, in turn, will help you serve them better and increase customer happiness. Ready to get SIP trunks for your business? Start by signing up for a virtual number with us or call us at 1 (877) 898 8646 to learn more.

What is Direct Inward Dialing (DID)?

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#69035001 ID#27446420

This post shares information about direct inward dialing from over twenty years of telecommunications experience.

What is Direct Inward Dialing?

Direct inward dialing, also known as DID or direct dial-in, is a telecom service that forwards incoming calls directly to voice over IP (VoIP) or to another telephone number anywhere in the world. DID enables callers to directly dial in to a phone extension without the assistance of a live operator or voice response menu.

What is a DID Number?

A local telephone number that corresponds to a particular country or city, and is not tied to a physical phone line is called a “DID number” (and multiple numbers are called “DIDs”).

DIDs can help scale the capabilities of any business phone system by enabling multiple new phone numbers to ring through to a single phone system or user extensions in the cloud.

How Does DID Work?

Direct inward dialing works by routing calls from a virtual phone number to a mobile or regular phone number on the Public Switched Telephone Network (PSTN) or to a Private Branch Exchange (PBX).

Nearly all modern organizations use direct inward dialing. It allows them to provide unique contact phone numbers for various departments. For example, a company will usually have a different phone number or multiple DID numbers for support, sales, and other departments. It’s also common to see larger corporations with direct numbers for each employee.

DID numbers work without additional hardware and are one of the most scalable telecom solutions in the market. We found the following tech acronyms most relevant to DID. Here is how each technology relates to direct inward dialing.

Voice over IP

Calls made to a DID number are usually forwarded to voice over IP using Session Initiation Protocol (SIP). SIP is a signaling protocol used to terminate and maintain voice communications in private telephone systems. This is usually the most affordable option. In 2018, an estimated 36% of all businesses used VoIP.

Private Branch Exchange

Direct inward dialing is frequently used in combination with a Private Brach Exchange, which is a multiline telephone system used within a company or organization. The trunks for DID service are unidirectional, forwarding inbound calls to direct extensions on the PBX.

Public Switched Telephone Network (PSTN)

It is not uncommon for businesses to use direct inward dialing with their plain old telephone system, as calls can be routed to traditional landlines or mobile phones on the public switched telephone network. The quality is generally top-notch with underground copper wiring used to deliver calls.

In second place after VoIP, an estimated 24% of businesses terminated calls from their DIDs to PSTN in 2018.

Primary Rate Interface (PRI)

Primary Rate Interface (PRI) is a standard telecom interface that businesses use to carry voice and data transmissions over a network. PRI uses T1 carriers on an ISD Network to ensure premium call quality. It was used by about 11% of mostly larger businesses in 2018.

Fax

DID can be also used to receive fax transmissions over IP, enabling a single fax machine to receive transmissions from multiple different DID numbers. It is less common than usage for voice transmissions.

Top 4 Benefits of Direct Inward Dialing

Direct inward dialing has many benefits for businesses. It is a scalable service that helps businesses expand internationally and manage call traffic more effectively while reducing costs.

1. Scalability

The top benefit of direct inward dialing is scalability. The service enables organizations to have nearly unlimited unique phone numbers for different departments and employees without requiring any additional equipment. Anyone can start small and scale the network as their business grows.

2. International Expansion

Another major benefit of direct inward dialing is international expansion. It helps businesses of all sizes expand across borders, as it’s possible to get DID numbers in other countries without requiring any physical presence in those countries.

For example, someone could get international DID numbers from most of the 195 different countries around the world without any investments in physical infrastructure.

3. Call Tracking

It’s easy to get unique DID numbers for different departments or individual employees. This makes it possible to track productivity and return on marketing investments. Streamline various functions of your business with real-time access to call detail records and analytics.

4. Cost Savings

A major benefit of this service is reduced costs. Efficient spending is the lifeblood of small- and medium-sized businesses. Compared to physical expansion with traditional phone lines, DID with VoIP can reduce telecom costs by up to one third.

Does Your Business Need Direct Inward Dialing?

If you are looking for more efficient ways to manage inbound and outbound calls, then you may consider getting a direct inward dialing service.  This service can cut down on receptionist costs by letting the caller reach the right department or employee. Furthermore, it reduces the time callers spend trying to find the right department and getting transferred from one to another. Together, you can improve caller experience and satisfaction.

DID versus Direct Outward Dialing (DOD)

Direct Outward Dialing (DOD) is a service that enables outbound calls from a DID number. DOD can complement direct inward dialing service to enable two-way voice communication with a fixed caller identification. In addition, DOD can also facilitate from any of the company’s main phone numbers on the network. 

Where to Buy DID Numbers?

United World Telecom provides DID numbers for business. You can purchase new numbers with us or port your existing number. We will work with you to get multiple DIDs for your business teams. Speak with our representatives to get started today!

What is a Call Page? Call Now Buttons Explained

Posted on by Luke Genoyer

Source: DepositPhotos.com - Lic#125550842 ID#27446420

Have you ever visited a website, browsed their awesome services, then left because you couldn’t get a hold of them over the phone? In this guide, we talk about how to prevent this with a call page.

What is a Call Page?

A call page, or call now button, is a simple script on your website that enables a button for visitors to request a free callback in under 30 seconds. It is the most effective tool to convert website traffic into sales calls.

More than 90% of visitors to your website will leave without buying anything. What if there was a way for you to convert more of those website visitors into hot leads?

How Does It Work?

There are no advanced programming requirements and no lengthy setup times to put a “call now” button on your website. Call pages work in 4 easy steps:

  1. You add a snippet of HTML code to your website.
  2. A call now button will appear on your website.
  3. A website visitor can click the button to fill out a form and request a free callback.
  4. The callback service first dials your agent and then calls your website visitor to establish a two-way voice connection.

Further customizations can be made down the line, but it’s that simple to offer a call now button on your website!

How to Use a Call Now Button

These are real-world applications that can enhance your business.

  • Small and medium businesses embed a call page into their websites for increased sales
  • Multinational enterprise offers voice calls to isolated countries
  • Call centers offer a call page for support

Top 7 Call Page Benefits

There are many benefits to putting a call now button on your website. Below we discuss some of the advantages of using a call page.

Convert More Website Visitors into Sales Calls

By engaging website visitors when they are most eager to buy, a call page helps websites convert more visitors into sales calls. Offer a free immediate callback option to answer any questions the visitor might have and convert the lead.

Offer a Convenient Way to Communicate

A call widget on your website helps reduce transactional friction by offering a convenient way for potential customers to request a call for free.

Voice is still one of the most preferred methods of business communication. However, many businesspeople will get deterred by having to dial an international phone number because international dialing conventions are confusing and there are usually long-distance fees associated with the call.

Enhance Customer Experience

A call page service helps provide a totally optimized customer experience. By offering your customers free calls back, people will not hesitate to get in contact with your business. A positive experience goes a long way in influencing a buyer’s purchasing decision and degree of happiness.

Reduce Telecom Expenditures

One of the advantages of a call page is that it helps businesses reduce telecom expenses. By initiating calls over the United World Telecom network, users can avoid paying excessive long-distance and international calling fees. There is still a charge for the outbound calls, but the costs are much lower because those calls are made through Voice over IP.

Convert HOT Leads

Leads on your website are most eager to buy your products. One of the advantages of using a call page is that it helps convert more hot leads. Sales will increase overall as more prospects are able to contact your business by phone.

Optimize Marketing Campaigns

What’s the point of spending money to drive website traffic if that traffic isn’t converting? A call page helps optimize various marketing campaigns and increase ROI by converting a higher percentage of visitors into sales calls. This solution helps maximize ROI for efforts related to driving website traffic.

Understand Web Traffic More Deeply

Thanks to the call detail records available, it is possible to analyze web traffic more deeply and understand customer behavior. You will be able to see which phone numbers and countries are being called, duration of the calls, and time of day. Understanding more data helps make important decisions.

6 Tips for Using a Call Widget

When used effectively, a call widget can help you convert up to 110% more website visitors. Here are six helpful tips that will help you generate more leads.

Customize the Popup

The first thing you want to do is alter the colors and texts on your page. It is good to use texts and colors that are consistent with your website and business. This helps ensure a favorable user experience.

Place the Widget on High-Traffic Pages

Depending on the nature of your business, different pages will have higher traffic than others. These are usually important product and service pages.

We recommend that you check which pages have the most traffic on your website and then insert the widget into those pages. This will help optimize conversions on pages with the most volume.

Embed the Widget on Your Home Page

A website’s home page gets more traffic than any other page. It makes sense for this reason to embed the callback widget onto your home page. You want people to see the call page and then reach out to your business.

Connect the Call Page to Your Contact Form

When a website visitor navigates to the contact form, he or she is likely very eager to connect with your business. It is very common, however, for website visitors to be discouraged when they are not able to get in touch with a business.

Implementing a call now button onto your contact form page helps convert more visitors at this crucial step in their customer journey.

Ensure the Widget is Displayed Properly

You spent a lot of time customizing your call page and inserting it into various pages on your website. Now you want to make sure the widget is properly displayed. We recommend checking how it is displayed across desktop and mobile devices across various browsers.

Configure Rules

Rules are important to help manage incoming calls more efficiently. Many companies will use IVR to automate certain rules. It is important to determine which agents should receive calls and at what times they are available. Modifying the black list of countries to disable unwanted destinations is also a good idea.

What is SIP Trunking and How Does it Work?

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#59652439 ID#27446420

Any business looking to grow successfully or maintain its success must keep checking in on its business communication system. If your business phone system is flawed or missing essential components, employees and customers will have trouble communicating effectively. As a result, this can lead to losing valuable customers. Here we look at business SIP trunking as a cloud phone solution and its benefits for companies of all sizes.

What is SIP Trunking?

As a new business owner setting up your business communications, you must have come across the term “SIP trunking” and wondered what it was and if your business could benefit from it. Here, we will discuss the significant details of global SIP trunking and its advantages so that you can make an informed decision.

SIP stands for Session Initiation Protocol. Business SIP trunking is a method of transmitting voice communications over IP. SIP usually works alongside an IP-PBX, which is a private branch exchange system boosting a company’s internal phone system with extensions. SIP makes it possible to send and receive voice, video, and other unified communications through an internet connection. It does so by breaking down voice signals and transmitting them from one destination to another.

How Does SIP Trunking Work?

A SIP trunk can carry multiple SIP channels where each channel is an inbound or outbound call. In standard SIP trunking, the SIP trunk connects IP channels to a PSTN or VoIP system. This allows for multiple calls to occur simultaneously. With this, your business can easily place calls to customers and other businesses as and when needed.

SIP trunks send voice, video, text, and other files to an end recipient using internet protocols. Originally, calls were connected through public switched telephone networks or PTSN cables. But, thanks to SIP trunking, we can now use IP to deliver calls as well. Because of SIP trunks, your existing PBX system can communicate through voice over internet protocol.

How Much Do SIP Trunks Cost?

Every SIP provider’s pricing will differ depending on what they offer and how much or what services you need. The price for elastic trunking depends on a variety of factors such as:

  • The type of subscription — monthly or annually; per user or per account.
  • Outbound calling rates — whether using a metered or unmetered plan.
  • Add-ons — additional services and features, usually advanced.
  • Set-up fees, if any — additional equipment and/ or installation fees.

Here is a guide to United World Telecom’s elastic SIP trunking prices:

  • Monthly subscription: Customers subscribe to a monthly subscription for their phone number. This number will be used as their caller ID for outbound calls. They can add more numbers, if desired. Our US phone numbers start at $7.95 per month. Subscribers can even opt to buy a monthly call credit for $25.
  • Outbound/ international calling rates: Our call rates are metered, which entails a monthly fee plus a per-minute charge for outbound calls. Each country has a different calling rate.
  • Add-ons: Outbound Call Recording can be purchased for $5 monthly, plus 3¢ per minute.
  • Set-up fees: No set-up fees or long-term contracts.

To get a clear idea of how much SIP trunking for a particular country would cost, check out our SIP trunk pricing page or call us for custom quotes!

What is Elastic SIP Trunking and How Does it Work?

Elastic SIP trunking is an advanced form of standard SIP trunking. Elastic trunking uses cloud-based virtual solutions to create a more flexible and reliable business phone system. Since this type of SIP trunking works over the cloud, it is much easier to integrate with other cloud communication services. As such, you can create a unified communication system for your business that is easily accessible and mobile.

Elastic SIP trunking takes this to another level by adding advanced features that traditional trunks lack. With elastic trunking, you can use more virtual communication tools such as virtual phone numbers (toll free, local, vanity numbers, etc.), DID numbers, call forwarding, and more.

how does elastic sip trunking work

 

Difference Between SIP Trunking and Elastic Trunking

SIP trunking and elastic trunking are very similar and yet they differ in certain ways. For instance, one major difference between standard SIP trunking and elastic SIP trunking is the way a user pays for the service. With standard SIP trunks, account users pay for the maximum number of simultaneous or concurrent calls, irrespective of how many calls you have running at a time. With elastic SIP trunks, you pay as you go. In other words, you pay for what you use and no more. Businesses that have fluctuating call volumes during different times of the year will benefit more from elastic trunks.

Let’s have a look at the other differences between these two communication models:

SIP Trunking Elastic SIP Trunking
System base On-premise hardware and equipment Internet connection; cloud system
Concurrent call capacity Based on the plan Unlimited; more flexibility
Geographical coverage Limited Global reach; more flexible
Billing model Based on the number of lines Based on the amount of calling
Payment pricing Billed a flat rate per month Billed on usage; pay-as-you-go
Set-up costs $0-$150 per trunk $0
Average costs $25-50 per trunk, per month $0.005-0.0009 per minute
Maintenance In-house IT team required Taken care of by the provider

7 Benefits of SIP Trunking

SIP trunking can do wonders for your office’s phone system in a number of ways. It can help you communicate better internally as well as externally. In other words, within the office, and with your customers. And, you can expand your network and reach by connecting with prospects from all over the world, thanks to virtual communication lines. From small businesses to large enterprises, everyone is switching to global SIP trunking and VoIP systems for many reasons. Here are some ways SIP trunks can boost your business communications:

1. Affordability

SIP trunks are relatively inexpensive, compared to traditional phone lines. Furthermore, you will be getting high-quality service for a reasonable rate through a more stable connection. And this is significant because you will be using this connection to transfer important business files and information. Instead of being forwarded through traditional phone lines, SIP calls route over the internet, making these calls less expensive.

This is even more useful for businesses that have a global reach and thrive on international communication. SIP trunking enables such businesses to forward calls internationally through international phone numbers while reducing long-distance calling costs.

2. Unified Communication Platform

With elastic trunking and cloud communications, your business and its teams can access all communication and business-related services in one unified communications platform. Voice, video, text, and other file-sharing among employees are made possible and the features are easy to use. This way your teams stay well-connected and have access to important and updated information as and when they need it.

3. Mobility

You can carry your service with you. For example, if you need to close up shop and relocate your business to a new location. Being able to take your communications with you, without worrying about losing important data or becoming inaccessible, is one less thing for you to worry about.

4. Advanced Communication Tools

Access to premium communication features and tools. United World Telecom offers:

  • Call recording
  • Outbound calling with customizable caller ID
  • SMS plans
  • Call forwarding
  • Interactive voice response (IVR)
  • PBX, and lots more

5. Global Coverage

Global SIP trunking can help you connect with prospects from neighboring cities, states, and countries with virtual local, international, and toll free numbers. Use an international call forwarding service to route calls over the internet to avoid international calling fees.

6. Improved Scalability and Flexibility

One of the most attractive benefits of SIP trunking is scalability. Organize, add, and manage your lines as needed and based on your business’ requirements. You can run multiple virtual lines simultaneously because SIP trunks host unlimited channels. They are sold in smaller quantities making them easy to set up and use.

SIP trunking enables businesses to expand or scale upwards or downwards as necessary. They can easily add or remove SIP trunks, use as many SIP channels as they need, and more without changing their phone system. Additionally, they can use these services from any location, making remote work more manageable.

7. Increase Connectivity and Productivity

Lastly, businesses can increase global connectivity with SIP trunking. Locals from around the world can easily connect with these businesses without paying high calling rates. And businesses can answer international calls from any location. All that is needed is a reliable internet connection.

Furthermore, the unified communication platform and easy connectivity lead to employees being more productive and efficient. Calls are managed well and communication between teammates is clear, irrespective of the distance.

Related: 5 SIP Trunking Benefits You Probably Don’t Know

Ready to Get SIP Trunking for your Business?

Business is all about evolution and adaptation to change. This is necessary if you want to succeed. Get SIP trunking by signing up with United World Telecom. We offer businesses a variety of services to aid in international connectivity and global customer support. To learn more about SIP trunking and how you can get started, speak with one of our experts or call us at 1 (877) 898 8646 today.

7 Best IVR Routing Strategies for Your Call Center

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#59323759 ID#27446420

You’ve set up IVR your call center and want to know the best way use it? Here are 7 routing strategies that can determine how callers interact with your business so that you can maximize performance and results.

IVR: Seven Best Routing Strategies

The best IVR routing strategies can assist companies in handling their call volumes and providing strong and efficient customer service. While it may not entirely replace agents, it can take some of the burden off of agents by completing mundane tasks. This way, it frees agents up to focus on more complicated tasks.

If you don’t know what an IVR is, you should check out this blog post that we wrote about interactive voice response, its definition, and benefits.

There are a few different IVR routing strategies that have been proven successful over the years. Here are some that you may consider:

1. Direct Routing

Callers select their preference or need and are routed to the appropriate department or employee.

IVR menu example: “Press 1 for company information. Press 2 for the reception. Press 3 for sales. Press 3 for customer service.”

If the caller wants to speak to someone in customer service, they will press 4 and be directed accordingly.

IVR direct routing

2. Self-Service Routing

Callers select their preference or need and receive information via automation and prerecorded messages. This type of routing typically does not need an agent to participate. The caller, therefore, does not wait for an agent, reducing wait times and leading to higher first call resolution rates.

IVR menu example: “Press 1 for business hours. Press 2 for location details. Press 3 for business directory. Press 4 for account information.”

If the caller wants to know the location of the business, they will press 2 and hear a prerecorded message detailing the location.

IVR self service

3. Geographic or Location-Based Routing

Callers are required to input or dial their zip code or other location ID to be routed to the closest location.

IVR menu example: “Please enter your zip code or location ID associated with your account with our business.”

Based on caller input, calls with be routed to office locations in different countries, states, or cities, as needed by your business.

IVR geographic routing

4. Time-Based Routing

Calls route to different numbers, lines, or locations based on times or time periods set by your business.

IVR menu example: Calls made to your business after-hours or over the weekend will be forwarded to your office in a different location or time zone. This way, callers connect to the next available agent and no call goes unanswered.

IVR time based routing

5. Skill-Based Routing

Caller inputs a need or preference into the IVR system and is routed to the right agent. For example, language preferences.

IVR menu example: “Press 1 for English, Press 2 for Spanish. Press 3 for French.”

Callers who wish to converse in Spanish can press 3 for their convenience and be directed to interact with an agent who speaks the language fluently.

IVR skill based routing

6. Data-Directed Routing

Callers provide account data that identifies them and prioritizes and directs them to the right agent.

IVR menu example: “Welcome to [insert a company name.] Please enter your account number/ID to get started.”

Based on caller input, they will be provided with the next set of options related to their account. For example, if their fees are overdue, they will have a payment option or be sent to the accounting department. If they recently registered a complaint, they will be directed to the agent they worked with the last time they called, and so on.

IVR data directed routing

7. Least-Occupied Routing

Callers are routed to the rep who has taken or answered the least number of calls on a given day. In other words, callers connect to the agent waiting the longest to answer a call.

IVRleast used routing

Related: 10 Benefits of Using an IVR System

Learn More About IVR Routing

Want to learn more about call routing strategies for your interactive voice response? Call us today at 1 (877) 898 8646 to see how we can help you build your ideal automation system.

How To Boost Your Own Virtual Call Center

Posted on by Meryl D'Sa-Wilson

Starting your own cloud or virtual call center is an easy task to accomplish with the right tools and essentials. Here we will look at the different aspects to consider to ensure you do the best for your call center.

Virtual Call Center: What You Need

The key to running a successful virtual call center — or any business for that matter — is having a strong business plan and a clear idea of what the end goal is. Therefore, be in constant communication with your team so that everyone is on the same page. Provide refresher training materials to maintain the desired standard. As the center’s manager, you must provide agents with the resources they need to make sales and create strong connections.

Establish Virtual Communications Channels

To function as a virtual call center, you need cloud-based communication solutions from a phone service provider such as United World Telecom. Start by getting a toll free, local, or international virtual business number. Calls made to this number will be routed over the internet. This makes it inexpensive for you and your customers to be in touch. This is important when establishing communication channels between your business and its contacts.

Part of being a reputable organization is making it accessible and reachable. If interested prospects have to jump through hoops or wait long periods to hear from you, then they will most likely take their business elsewhere. So, have an easy-to-remember business number, active social media accounts, click-to-call ads and widgets like our CallMe Click feature. All of this is to ensure that customers can connect with you quickly.

Get the Necessary Equipment and Software

Now for the equipment needed. Considering you are running a cloud call center, most of your employees and agents will be remote workers. Therefore, you need software and technology that can support remote working.

Content and project management systems that work online can be very helpful in tracking data, calls, tasks, projects, to-do lists, and more. Additionally, you may want to make use of a customer relationship management (CRM) system to track customer data and call information.

Furthermore, you may even want to consider investing in outbound calling and call recording software. Outbound calling lets you customize your caller ID by displaying a specific number from your list of purchased numbers. For example, consider that you want to call a client in Saudi Arabia. You can use United World Telecom’s outbound calling service and have the outgoing caller ID display a local Saudi Arabia number, instead of your actual number.

With United World Telecom’s call recording software, you can record and store calls for up to 6 years. Use these recordings to train new employees, find strengths and weaknesses, as evidence against liabilities, and more. Additionally, check out our article about how to successfully run your virtual call center with outbound calling and call recording to learn more.

Train and Take Care of Your Employees

Now, the most important aspect of running a cloud call center is ensuring that your employees, reps, and agents are doing their jobs right. Offer training, webinars, seminars, web-based workshops, incentive programs, and more to encourage them to do their best. You also need to ensure that they have a good understanding of the different programs and software being used.

You can include call recordings in performance analyses to highlight what agents are doing correctly and what areas need improvement. Be in constant contact with them and be prepared to resolve upcoming issues and concerns.

Advertise and Promote Your Virtual Call Center

Running a virtual call center may seem like a daunting task. But if done correctly with the right employees and right tools, you can get the most out of it and enjoy doing it at the same time. For more information, contact us at 1 (877) 898 8646 or talk to an expert today.

Customer Support vs. Customer Success: What is the Difference?

Posted on by Meryl D'Sa-Wilson

Source: DepositPhotos.com - Lic#31199495 ID#27446420

Often used interchangeably, customer support and customer success are actually two separate business functions. And because they are different, they require different skill sets and strategies. Here we will look at the difference between these two customer-centric services.

Customer Support vs Customer Success

It is no secret that both customer support and customer success are essential to the successful running of a business. These services are aimed towards providing support and care to customers so that your product can help them achieve their target or goals. However, how do you decide which one is more important for the purposes of your brand and product?

Customer Support

Customer support is when your support team assists a customer in solving a problem they face while interacting with your product or service. For example, they are having trouble logging into their control panel or a piece is missing or they cannot renew their service, and so on. The transaction is begun and ended by the customer and is meant to solve immediate problems.

Speed and expertise are important factors in providing good customer support. Customers, usually panicking about their issue, want it resolved quickly and by someone who knows what they are doing. The main goal should be solving the problem during the first call itself.

It is, therefore, a reactive service. In other words, the customer has a question or issue with your product and the rep reacts to it with the attempt to resolve it. This means that customer support reps have to be on it as soon as a problem arises and follow-through until it is resolved. Because of this, this service by itself can get you and your customers only so far.

Customer support teams use toll free business numbers to handle large incoming call volumes making use of features like call forwarding and call recording. These features help with call tracking efforts by providing necessary information about call activity. Customer support metrics measure the speed and quality of the service received. Call recording, on the other hand, also offers a chance to review past calls and interactions.

Customer Success

Customer success, on the other hand, is initiated not by the customer but by the business. It attempts to provide the customer with the necessary tools and information that they may not even know they need. Some tactics include upselling and cross-selling, suggesting other products and services, upgrades, etc. The point of offering these tools is to bring the customer closer to their goal and to make the journey easier.

Customer success, therefore, takes a more proactive approach. It involves helping customers during the process; not after the fact. Offering strong customer success includes:

  • Developing and building strong relationships with customers
  • Understanding customers’ needs and their goals
  • Taking important metrics into account
  • Assisting customers in achieving their goals
  • Enabling the implementation of your products

One way to think about it is that with customer success the business and the customers are working together as partners trying to achieve long-term goals.

Customer success teams also can make use of toll free numbers or local business numbers to stay in contact with customers in different states and countries. Subscribing to a virtual phone service offering such numbers can also provide teams with metrics used to measure customer success through such aspects as customer retention rates and through call tracking strategies.

Which is Right for You?

Depending on what services you offer, you can choose to have either a customer support team or a customer success team. However, the recommendation is to have both. With both customer success and support, you can provide all of your customers with the assistance they need. Customer success can often build on customer support to ensure the problems and issues don’t occur again.

Choosing the Right Provider for Your Customer Care Team

United World Telecom offers cloud-based communication tools and features that can support and enhance your customer relations. Find out how we can help by talking to an expert.