Time to upgrade your phone system: 5 signs to signal an upgrade

upgrade your phone system

Is it time you upgrade your phone system?

We are in an age where technology is a great enabler and the range of means to communicate is constantly evolving and improving all with with one primary intention: to improve the ease and quality of communication. By in large, this is case and but compared to their newer versions, older phone systems can be a bit of a nightmare, comparatively. If you are suffering from any of the forthcoming issues about to be detailed in this article, then it may well be worth your while investigating a little further the possibility of upgrading your phone system.

If you have had your phone system for 5 years or longer it is entirely possibly that you may find it more of a hindrance and it actually ends up consuming your time unnecessarily when trying to perform routine tasks such as organising a conference call or setting up new users. Here are five telltale signs that it’s time you upgraded your phone system.

1. Adding, removing or changing users from you system

Depending on what type of phone system you have, you may be restricted by the amount of users and phone numbers due to the capacity of phone lines and ports. Similarly, gaining the required increased capacity can also be quite costly, especially if hardware upgrades are required.

If you need to upgrade your phone system hardware whenever the business takes someone new on it’s time to weigh up the cost of upgrading against switching to a hosted VoIP phone system. Also with traditional providers it can take weeks to get new DDI numbers to assign to new employees. This should be something instantly available.

Hosted phone systems scale with ease, as they deliver your phone service via your broadband connection. So if the size of your team is changing or you just need to rearrange your existing setup, a hosted phone system allows you the flexibility to do this with ease.

2. You have separate business landlines and mobiles

Given that we live in a time where unified communications exist, it is still scary to think that a lot of business users still operate two completely separate phones (landline and mobile), voicemails, phone bills and numbers – none of which are connected! As the name suggests, unified communications does just that and creates a single account for your phones, wherever you are.

By integrating your landline and mobile together with a new phone system means:

  • Easy redirects from landline to your mobile when you’re out of office
  • Simultaneous dialing
  • Extension dialing from landline and mobile
  • One voicemail box for all your messages
  • One phone bill

3. You’re paying for a fax machine you rarely use

Remember Fax machines? Apparently a staggering 40% of you still use these antiquated machines as a means of communication, given that you need a phone line to operate one of these, you will be likely be paying at least £15 for one of these per month – not to mention that it will require physically maintained as well.

Thankfully though due to the rise of online faxing, which has become increasingly popular over the last number of years, traditional fax machines should slowly continue to fade into obscurity. Using VoIP, it’s easy to replace your existing fax machine and the costs that come with it by setting up a dedicated fax number and email address. It’s more secure than traditional machines with faxes coming directly to your inbox as a PDF rather than a paper tray in your office.

4. Conference calling is handled by a third party

Traditional phone lines have a limited number of parties that can be actively involved in a call at any one time. This does not lend itself to easily hosting a conference call.

Do you dread a contact asking to arrange a conference call because something that should be so simple can’t been done by your existing phone system? Do you ask if they can host the call conference or are you paying for a third party provider?

If the answer to either of those questions is yes, it’s time to move to a VoIP business phone system which includes call conferencing as standard.

5.  Your Office Has Multiple Locations

Long gone are the days where adding new offices or facilities would require their own physical phone systems which would require would result in a  drain, both financially and administratively as well as requiring someone with the necessary IT expertise available for both offices.

A cloud-based phone system has the capability of hosting several geographic locations for one overarching company.

If you think that it could be time for a new business phone system, get in touch now – call 0845 450 8400 or fill in this form and we will call you back!

Upgrade your phone system to a hosted system

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About incovo

incovo is a business communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost-effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever-changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

 

Voice Over Wi-Fi (VoWLAN) vs. SIP-Dect: Workplace Communications

VoWLAN

Voice Over Wi-Fi: is it a cost effective strategy for adding mobility to your workplace community?

Recently we were approached by one of our clients about the options available for enhancing their workplace communications by adding mobility through the use of their existing WiFi infrastructure with a Voice over a Wireless Local Access Network (VoWLAN). Whilst this is possible and a potential way to leverage existing equipment and network, it does require some considerations regarding security, reliability and coverage. The obvious alternative to this method is to deploy a DECT service which guarantees voice communications from given that it operates on an isolated frequency, dedicating all of its resources to voice communication.

How a VoWLAN works

A VoWLAN uses Wi-Fi which is a packet-based technology intended for data communications and as such is pretty unreliable for voice communications as there is no prioritisation for voice over data communications. Similarly, WiFi has no established Quality of Service (QoS) standards. As a result it is unable to prioritise competing data which commonly results in issues such as audio gaps, distortion and dropped calls.

Whilst VoWLAN can offer a good solution within a certain perimeter, it does not lend itself greatly to extending out in to peripheral areas such as hallways, staircases or corridors without the use of signal repeaters or network extenders. VoWLAN is restricted as it doesn’t offer seamless roaming between access points which could mean that when is a call is in progress and the user is moving between access points, the handover is broken up as the encryption must be reformed

DECT as an alternative to VoWLAN

DECT technology is a much more viable and reliable technology solution for workplace mobility and has been a trusted and proven voice communication means for well over 20 years, as opposed to WiFi which is a relatively new technology, comparatively. Another consideration to take on-board is the limitation on the number of simultaneous calls per access points. Typically, a VoWLAN set up will be limited to three or four handsets (less if there is data being carried too) as opposed to a DECT set-up which can handle up to 8 handsets with concurrent calls.

Additionally, security is a serious consideration when contemplating this scenario as the typical security protocols for voice communications involve: authentication, authorisation, accounting and encryption as standard, which is not the case with a VoWLAN set-up. So in matters pertaining to confidentiality such as trade secrets, medical data or customer data, it will be vitally important that the relevant security protocols are enacted if deploying a VoWLAN. That’s not to say that a VoWLAN security strategy can’t be enacted but it will require a significant input your IT department or ICT contractor to implement it and ensure it conforms to the corresponding IT policies and is properly maintained.

Additional Considerations and Costs

Whilst it is true that there is an opportunity to reduce costs by implementing a VoWLAN such as the routing of calls over the data network internally or over the Internet externally, mobile telephony costs can be eliminated or decreased significantly. But even still, there are often costs that the upgrading of an existing WLAN system to a full Voice over Wireless Local Access Network that some fail to account for. For example, to upgrade an infrastructure to facilitate this will typically require the number of existing access points to be increased. Similarly, there may be a requirement to add bandwidth to the internet connection to handle any additional capacity added to the internet service provision.

Cost Benefit Analysis

With our client, we had to explain the shortcomings of this solution such as call quality being compromised, mobility being potentially limited and potential security concerns. Most of these can be addressed but at an additional and often unaccounted for cost and depending on business requirements, can negate the assumed benefits of a VoWLAN. In order to understand whether a VoWLAN or DECT set-up is best for your business we would advocate doing a cost analysis that factors the pros and cons for each into their decision.

Free Cost Benefit Analysis on VoWLAN or DECT

Thinking of implementing a VoWLAN or DECT set-up? Speak to the communications engineers at incovo to get the right solution for your business. Fill in the contact form below and we one of our experts will get in touch with you or alternatively call 0845 450 4500 to discuss your requirements today.

VoWLAN/DECT Consultation Enquiry

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About incovo

incovo is a business communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost-effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever-changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Unified Business Communications: 5 reasons why your business needs it

business unified communicationsUnified Business Communications

Unless you have had your head buried in the sand, it is more than likely that you will be familiar with IP-telephony, in the form of Skype, the low cost or free voice call platform. Unified communications, which expands on the IP-based platform, is now becoming bigger than ever in a business context thanks to the ever expanding communications mediums that go beyond the traditional phone line. The reason for increase in uptake is the ability to reduce business call costs and the ability to improve productivity, as one of Scotland’s leading suppliers of unified business communications and collaboration services, we will take a look of five of the main benefits that could help your business’ communications solutions.

Combination Power

As the name would imply, the ability to unify your communications to enable greater availability across a range of services (email, IM, voice calls, text and more) over multiple devices through telephony and business data on a network, voice, data and video information can be combined, thus saving each piece of data from being managed and compiled into separate chunks.

What’s more is, thanks to encryption,unified business communications software makes data being sent across networks far more secure and robust from being manipulated.

Productivity Hacks

Another great way UC software helps make things easier for information processing is by taking the headache out of employees having to manage and operate separate communication channels.

The fact that a worker can use a single phone number and a unified inbox across each of their communication devices speeds data handling up and makes effective decision making happen all the more faster too.

Advanced Functions

In the case of telephony, unified business communications software is more advanced than its more traditional counterparts too. Offering short-number dialling, that doesn’t require the use of area codes, multi-international businesses can run a lot smoother across countries and continents.

Call forwarding is another advanced function that appears as a benefit. The fact that forwarding can be made to various types of devices, while incoming calls can search for an idle extension, also positively impacts the overall day-to-day running of a communications-dependent business.

Inexpensive Calls

Given that calls are made over a digital network, unified business communications also offer more cost effective rates than traditional telecommunications systems. Combine that with video and data also being thrown into the package and it suddenly looks all the more beneficial too.

Billing is also more consistent too and less dependent on the fluctuating tariffs and on and off-peak charge rates that many traditional telecommunication companies employ.

Contact Management

Finally, UC can also make integrating a businesses extensive contact list a lot easier by providing a single, easily-accessible phone book. Accessible from all locations across a range of devices, this book can also be held on the central server and protected from mobile security issues that could effect devices.

Unified business communications, although widely recognised as being suitable for large organisations, might just be a good fit for a whole range of businesses. With benefits like those mentioned above, its advantages over traditional communication offerings are clear to see and only likely to grow wider thanks to future developments.

Want to know more?

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About incovo

incovo is a business communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost-effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever-changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Is it time for you to consider a hosted telephone system?

Hosted telephone

The rise of cloud-based telephony

Cloud-based applications are pretty topical just now in a business context and this is reflected in the figures of a report from 2014 that indicated that 78% of UK organisations have formally adopted at least one cloud-based service, giving cloud a mainstream deployment status. UK cloud adoption has grown by 61.5% since 2010 when the annual study began. With many businesses already using cloud-based applications like Dropbox, Office 365, Salesforce, Google Analytics, Zendesk and many more being utilised, the trust in online, cloud-based services is growing.

But what about Telephony-as-a-service? One of the UK’s leading network carriers, Gamma have stated a considerable growth in this sector over the last 24 months; similarly, a recent report from the Cloud Industry Forum stated that 20% of businesses surveyed currently use a cloud-based solution for unified communications and 18% for Voice over the Internet Protocol (VoIP).

There is further evidence to suggest Hosted is now coming into its own. Specialist VoIP statisticians Cavell, at their excellent European VoIP Summit earlier this year, presented research that showed that the Hosted VoIP market had grown by 17.49% in the early part of 2015, with over 245,000 seats being added to the cloud within the last 6 months. Largest growth had been seen in the companies of up to 50 members of staff, but there was also surprising growth in the larger companies with a few large contract being awarded that affected the statistics positively.

Furthermore, from our own experience, we have seen a healthy interest from the SME market in particular- which follows the pattern of these companies being generally more receptive and better placed to adopt new practices and technologies.

But why are more organisations making the jump across to cloud telephony services? Well the most common reasons are that some view the shift to off-premise solutions as a natural progression for a growing enterprise, as a hosted telephone system is quick to roll out, extremely cost friendly, and eminently scalable- all major plus points for companies with determined growth targets in mind.

Why choose a hosted telephone system?

There are a number of different reasons that are positively effecting the drive behind the rise of hosted telephone systems but some of the main benefits include cost reduction, flexibility, cash flow implications, scalability and ease of management amongst others. Some of the hosted solutions we have provided our clients has been for the following reasons:

1) Scalability – A medical and clinical services company were primed to move to a new office because of an expansion in their operational capacity and their legacy system was restrictive in terms of limitations to a fixed capacity ceiling with relation to adding new extensions. We proposed a cloud-based telephone system, where there are no restrictions and as the subscriptions are on a monthly basis, there is the ability to scale down when there is no requirement or seasonality requirements.

2) Reduced costs and upfront capital requirements – Another client of ours, who was reaching the end of life of their system wanted to reduce their costs for calls internally and avoid paying out large amounts upfront for new hardware.

Cloud services are priced by subscription, with fixed payments every month or year. That makes costs easy to predict and control and you don’t need to worry about being locked in long-term.

This manageable approach to cost is why small businesses have led the way in cloud adoption.

3) Ease of Management – With our hosted offering, all administration for monitoring or provisioning is done through an easy-to-use online portal allowing you to add a phone extension, or reroute a line to someone else, you don’t need to call in a third party engineer. All call routing is managed via a straightforward online control panel. Give your first line support team access to the console for fast, efficient; they’ll be able to connect new lines in an instant, and change routings with a click.

What is the ahead in the next 12 months for hosted telecoms?

At present it would seem that the rise of hosted telecoms solutions is on a steady upward trajectory as industry carriers report a continued increase in adoption especially as they look to drive this market. Similarly, organisations are feeling more confident with the progression in capacity, bandwidth and reliability from broadband providers to ensure quality required to make this a viable solution. For larger companies, there is also progression- companies with large service centres and contact centres are now also beginning to turn towards hosting, largely because of the scalability it offers and for disaster planning considerations.

The industry’s largest players are investing a lot of time and money into making the hosted telephony solution a more robust and viable one, continually adding functionality and enhancements to key aspects such as security: as adoption increases and companies get more used to their new technology these concerns should be gradually assuaged with reassurances based on actual experience, rather than hear-say.

Finally, with so many businesses looking to enhance mobility, increase collaboration and embrace the idea of truly Unified Communications, the steady pilgrimage towards Hosted should, over the next year or two, become more of a race- expect to see many more providers of Hosted solutions enter into the fray as interest increases.

Is it time you switched?

It would seem that more and more of your competitors are using cloud computing to become more efficient and productive, leveraging all of the benefits we’ve covered in order to improve the service they offer. Businesses that don’t compete are going to slip further behind.

There are a number of requirements that need to be met to ensure that a hosted telephone solution is viable including the distance from the exchange and your requirements (number of users, line speed availability etc) versus services available in your area that will ultimately determine your suitability – but the best way to determine this would be to speak with our pre-sales team.

Hosted Telephony Enquiry

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About incovo

incovo is a business communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost-effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever-changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Traffic Chaos highlights the needs for Flexible Business Communications Solutions

Flexible Business Communications Solutions

Flexible Business Communications Solutions can help Scottish Business drastically effected by closure to Forth Road Bridge

With over 100,000 people travelling over the River Forth on a typical working day the closure of the Forth Road Bridge will cause significant disruption to people and businesses in the local area and across the East of Scotland. The anticipated disruption and it’s consequential effects have been voiced by the Federation of Small Businesses (FSB), who have warned that “employers of all description” faced serious disruption. The cost to business will be huge in terms of higher transport costs, reduced productivity and restricted access to customers.

Reducing the Need to Travel

The Scottish Government have advised businesses to consider whether they can allow their employees to work flexibly either by changing their normal working hours, by changing location to somewhere close or by working from home. They have encouraged all employers in the east of Scotland and Fife, Edinburgh and West Lothian in particular to think about how they can make adjustments to their business needs.

Flexible Business Communications Solutions

Already incovo have had enquiries from local businesses and organisations about communications solutions that will help alleviate the burden on their staff who have been adversely effected by the recent closure of the Forth Road Bridge, which is expected to remain closed until at least the new year.

Mobile and flexible working

incovo are able to offer a range of practical solutions that should allow businesses better cope with after effects of the closure of the Forth Road Bridge including:

• Manage incoming calls effectively with Call Forwarding

• Home Worker lets you take your profiles and settings to your home office

• Play a Voicemail message from your desktop, save it or forward a copy to your entire team

• Never miss a call with One Number Anywhere and Sequential Ringing

• Keep track of important calls with Call Notify by Email

• Use your number and preferences on any enabled phone in your company with Hot-Desking

• Use your number and profile on any phone, anywhere with Remote Office

incovo have flexible business communications solutions that helps businesses become more efficient by enabling flexible work environments through hot-desking, home working, and extending the service to mobile devices. One vehicle hire company, based in central Scotland, have switched to a hosted IP solution which delivers an extensive range of fixed and mobile communications capabilities through an easy-to-use web portal.

With this solution, they are able to meet all of their business challenges and gives them total confidence in using one supplier for all their communications needs.  With this hosted solution they have enabled their staff to adopt a more flexible approach to working, allowing them to continually deliver the quality of service their customers expect.

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About incovo

incovo is a communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Cut waiting times for your customers with Webtext from Avaya Aura

Avaya Aura

Using Avaya Aura can help give your customers the option to interact directly with an agent using SMS text messaging

There are very few things in this life that irritate us more than having to needlessly waiting for the simplest snippets of information, only to be told that “We apologise but we are currently receiving exceptionally heavy call volumes presently and you are currently 347th in our queue!” (pardon my exaggeration), but regrettably it is a common issue for many. And yet it needn’t be, not with the next generation of unified communications that are servicing the multichannel demands of the modern consumer (text, calls, emails, social media, fax, webchat and more).

Webtext with Avaya Aura to the Rescue

The answer comes in a new technology from Webtext, the 2014 Avaya Innovation Award winner. Webtext Call Directed to Text™ (CDTT) allows Avaya customers who use Avaya Aura® Contact Center, Call Center Elite Multichannel and other Avaya customer service platforms to offer their customers the option to interact directly with an agent using SMS text messaging.

So often, all a customer needs is a simple answer to one of a number of simple questions: “What time do you close?” “What is my reservation number?” “Where is the nearest authorised repair center?” These are exactly the kind of questions that are best answered in text.

Think back to when your customer’s service journey started: Imagine if instead of the usual ordeal you were able to offer, “We are experiencing exceptionally heavy call volumes. If you’d like to interact immediately with an agent using SMS text messaging, say or press ‘one.’”

What if almost instantly after opting-in, a text message was automatically delivered to your customer’s device? What if you could respond and be served immediately? Then your urgent question is answered quickly and you’ve got the information you needed. Your customer’s valuable time should be respected, and they should feel that their business is truly important.

Of course, for some issues, an actual conversation is required. Sometimes something that starts off seemingly simple requires more support. In that case, the voice option always remains. A texting session can be escalated to the voice channel as simply as sending back a short phrase such as, “Speak to an Agent.”

Your customer might ask, “If no one is available to take my call, how can I be served faster using text?” The answer is that a voice call is a one-to-one experience. While a call center agent can only speak effectively to one person at a time, text is different – on average, text-enabled agents can handle as many as eight times the number of text interactions as voice calls in the same period. This means benefits to you and your customer, greater efficiency and lower costs for the business. Wins all around.

Find out more about Avaya Aura and Webtext

Avaya Aura

incovo Head of Technology, Ray Prunty has the following advice on Avaya Aura Contact Centre Solutions:

“Avaya has great call center software and allows advanced programming for routing calls. I feel that it is a very good solution for medium offices and large offices, and also feel that Avaya does call centres better than anyone. For supporting customer call centres and everyday telecommunications needs, Avaya Aura encompasses great functionality as well as level of simplicity. For example, some uses are very simple like providing dial tone at the desktop while other uses are much more complex like providing Best Service Routing for call center support to make sure the calls are answered as quickly as possible. But with Avaya accredited partners, incovo, at hand to help you with design and configuration if need be.

“In terms of value, Avaya Aura has enabled us to deliver the following ROI for our clients:

  • We were able to reduce customer hold time by 50% after implementing Avaya’s Best Service Routing and Business Advocate. This has helped with call center performance and customer satisfaction.
  • Avaya’s One-X products allow employees to work from remote locations and still have the ability to answer business calls without call forwarding. This helps with employee efficiency and disaster recovery.
  • By implementing an Avaya IR solution to handle requests for order status and price and availability checks, the number of calls routed to customer service agents decreased by 30%.”

Avaya Aura

About incovo

incovo is a communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

A Quick Guide to Unified Communications

Unified Communications

Unified Communications – A Brief Overview

In light of recent conversations with a few of our customers, some have asked us “What exactly is UC (Unified Communications)?” and more often when I have explained it to them, the response has been along the lines of “Ah right, I’ve heard of all those things before but I didn’t realise that altogether that results in what is known as Unified Communications.” Of course I am paraphrasing there but my point is that they are aware of the individual components (in most cases) but were unaware that all those elements bundled together equates to a solution known as Unified Communications.

It is of course, a major buzz phrase in the industry over the last two years and when you think about it, the phrase is perfectly apt for its definition – so really its just an awareness raising exercise from the industry. The definition of Unified Communications is the integration of real-time, enterprise, communication services across one platform via multiple devices. What that ostensibly means is that all your communications devices (phone, laptop, tablet, conferencing set-up or other technology) are synchronized under the one network allowing for an intelligent, organised and efficient means of collaborating within a business context.

Unified communications is an evolving set of technologies that automates and unifies human and device communications in a common context and experience. It optimizes business processes and enhances human communications by reducing latency, managing flows, and eliminating device and media dependencies. Exploring that definition further can be a good way of seeing what that means in practice and what is yielding the best results that is making the industry push this as the great service that all businesses should be evolving to for their core communications strategy going forward.

Unified Communications features

deskphone - unified communications1. Phone Calls – Nowadays, most people do not have just one phone and given the increasing transient nature of business people are reachable in spite of their geographic location. Depending on the role – a phone can take the form of a desktop, a mobile, PC Softphone or Smartphone App (like Avaya One-X mobile or Skype for Business). Each have their own merits and will suit different business scenarios .

 

video unified communications2. Video – One of the best points of Unified Communications is that you are able to make video calls to your contacts on virtually all of your devices/equipment (provided they have a camera)

 

 

 

Presence Unified Comms3. Presence – Is the software  interface that offers real-time presence information on your colleagues, providing information on their availability and what their preferred means of communication is at that given time.

 

 

 

Unified Comms Messenger4. Chat – Chat or as its more commonly known, Instant Messenger, is typically a component of a UC solution that offers another option for communication for example when calls aren’t available/practical.

 

 

 

collaboration unified coms5. Collaboration – Probably one of the best points of a UC solution is the ability to collaborate in way that enables the utilisation of technology to best effect. Practically this means screen sharing, real-time document sharing and alterations and other brilliant and innovative features. In addition, through the development of Avaya – its all modular so it can be added to in segments and it will continue to grow through the use of apps as the technology and solutions evolve.

 

voicemail unified comms6. Messaging – Probably the most convenient feature of UC is the ability to get all of your messages, whether it be  emails, calls, voice mails, texts, fax, chats all in one place, on any device, anywhere in the world.

 

 

Today’s challenging economic conditions mean that the drive to improve employee productivity while reducing costs has become the executive challenge to the IT solutions providers and they have responded with Unified Communications.

For businesses this inevitably means finding new ways to do more with less, so there is an increased focus on those transformational technologies that can help deliver both process and personal productivity improvements.

For more information on this or to see practical examples in action then please feel free to contact incovo, specialised Avaya partners and Unified Communications solutions providers for businesses in Scotland.

incovo ICT solutions UK

 

 

 

About incovo

incovo is a communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Call Monitoring Solutions from Xima for Avaya phone systems

Call Monitoring

Call Monitoring Solutions from Xima for Avaya phone systems

Developed by DevConnect partner Xima, Chronicall is an enterprise-class Call History, Call Monitoring, Call Recording and Real-Time Reporting suite at a small business price which benefits include:

  • User-friendly interface
  • Flexible and easy-to-manage licensing model
  • Reporting on hundreds of agents, groups, trunks and extensions
  • Little to no phone system configuration required

Xima Chronicall is part of the Avaya Select Product Programme, whereby you can purchase compliance-tested solutions using Avaya part code numbers.

An all-purpose call history, call recording, and real-time reporting software suite.

With a simple, attractive interface and a flexible licensing model, Chronicall is easy to deploy and scale. A single inexpensive site license allows you to report on hundreds of agents, groups, trunks, and extensions with little to no phone system configuration required. Complete Call Monitoring solutions.

Chronicall’s comprehensive custom report creator and fully customisable real-time views help organizations make informed business decisions and improve customer service. The software’s robust, modular design makes it easy to gather data from multiple sites or add extra functionality to meet the needs of each individual business.

Have questions on Chronicall? Contact incovo today for a demo or to request a free 14 day trial – incovo are a Chronicall partner. Alternatively you can find out more about incovo’s call monitoring solutions here.

incovo ICT solutions UK

5 reasons Call Recording is essential to any customer-centric business

Call Recording solutions have come a long way in the last 10 years – the information assimilated from the technology is vast and vitally important for allowing businesses to shape and reform their company call flow and ensure that their employees deliver nothing but the best service to their customers at all times. In fact, the value of having a workable, effective call flow solution is considerable which is demonstrated by the following:


 

call recording Scotland

 

1. UK businesses lose £12 billion a year through poor customer experience – NewVoiceMedia Research, May 2013.

2. 89% of consumers began doing business with a competitor following a poor customer experience. –  RightNow Customer Experience Impact Report 2011.

3. 86% of consumers will pay more for a better customer experience. – RightNow Customer Experience Impact Report 2011.


The biggest concern that most companies have when investing into a new technology or IT driven product is typically about the Return on Investment (ROI) and Total Cost of Ownership (TCO). A call recording system can fulfill any regulatory requirement, but if you dive a bit deeper into a true call recording system, you will find a number of values that will increase your bottom line and your business productivity. We have looked at 5 of the most important reasons that investing in a state-of-the-art call recording solution that demonstrate the importance and value it can bring to a business.

1. Customer Service – With a Call Recording solution installed on your premises will allow you to manage customer service levels, identify business needs and improve performance in a simple and effective manner.  Utilising Call Recording ensures company policies and procedures can be monitored and adjusted to address poor productivity or inefficiencies.

2. Increase Customer Satisfaction and Retention – By conducting quality training and enhancing first call resolutions, you will increase your overall customer satisfaction and retention rate. By constantly training and evaluating how well your employees are responding to customer queries, Call Recording is a certified way to improve customer retention rates and keeps your  call processes lean and efficient.

3. Improve Employee Training – Gain an insight into your daily verbal transactions allowing managers to listen to calls and review agent performance. Indicate problem areas, share their results with the agent, mark tests and calls for review, and conduct quality training. Call Recording is an effective training tool which enables supervisors and staff trainers to pinpoint and playback where mistakes were made during a call so they can demonstrate to each individual employee exactly what areas they needs to improve on.

4. Assists on Dispute Resolutions – In circumstances where there is a dispute between a customer and an agent, having Call Recording software becomes an invaluable tool for establishing facts in the circumstances, based on evidence.

5. Increase Cross Selling and Up-Selling – Calls that have missed opportunities for a cross-sell or up-sell can be addressed during quality control and training. Skills can be honed and improved to increase an agents awareness of financial opportunities during a customer interaction.

If you would like to know more about the benefits of Call Recording or to discuss the practical implementation of a solution tailored to your needs, then contact incovo today. incovo have implemented numerous Call Recording solutions in contact centres across different types of business, with different requirements across Scotland.

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AVAYA IP Office Mobile Client Enhanced

Avaya one-x for mobileAVAYA IP Office Mobile VoIP client 

The mobility client has been enhanced to work in a Voice over IP (VoIP) mode. In the VoIP mode, the mobility client can make calls over Wi-Fi/3G/4G data networks. The mobility client, using its underlying SIP stack, will register with the IP Office over the data network and then can function as an office extension on the mobile device. The mobile user can use the mobility client to perform all telephony features. Users in countries where incoming calls are charged will see a significant cost savings in the VoIP mode especially when on Wi-Fi networks.

The availability of both Call-back and VoIP modes on the mobility client will enable users to toggle between the modes based on their network connections. This will empower end-users to make a choice of the appropriate mode based on their voice/data plan as well as availability and quality of the data connection (WiFi/3G/4G).

Flare Experience for IP Office

Avaya Flare® Experience is Avaya’s next generation user interface that establishes a high performance collaboration environment on iPad and Windows. IP Office Release 8.1 delivered Flare Experience for IP Office with point-to-point audio, video and IM features. With Release 9.0, Flare Experience delivers multi-party audio conferencing features that help customers improve their productivity as well as collaborate quickly.

Instant Message and Presence enhancements

Release 9.0 introduces support for XMPP groups, which provides the ability to aggregate users into logical groups. XMPP groups help both IP Office administrators and the end users in the following ways:

  • Better scaling and reduced network traffic
  • Group communications (for example, group chat)
  • Reduces the roster-size and provides ease of directory navigation

AVAYA One-X Portal and Desktop Integration enhancements

IP Office Release 8.0, introduced Desktop Integration such as the Avaya IP Office Plug-in for Microsoft Outlook and the Avaya IP Office Plug-in for Salesforce.com. Release 9.0 significantly enhances the Avaya IP Office Plugin for Microsoft Outlook, filling in critical gaps that will help users increase their productivity. The Avaya IP Office Plugin for Microsoft is enhanced with the following features:

  • Instant Messaging support
  • Enhanced directory
  • Specifying Dialing Rules
  • Secure communication (HTTPS) with one-X Portal server
  • Supported on Citrix platform
  • Support for Windows 8
  • Support for Microsoft Outlook 2013

Avaya SBCE support for IP Office soft-clients

The Avaya Session Border Controller for Enterprise (ASBCE) Release 6.2 introduced support for SIP trunks on IP Office R8.1. In IP Office R9.0, this support is expanded to IP Office Remote Workers for a selection of soft-clients when used in conjunction with the ASBCE Release 6.2 FP1. The following IP Office soft-clients (SIP end points) are supported with ASBCE 6.2 Feature Pack 1:

  • Flare Experience iPad
  • Flare Experience Windows
  • One-X Mobile Preferred for  Android
  • One-X Mobile Preferred for iOS

 

About incovo

incovo are business communications experts based in central Scotland, having delivered ICT solutions throughout the UK for over a decade. As an Avaya accredited business partner, incovo offer great value and expertise in creating effective communications solutions for mid-sized businesses utilising the latest technology-based solutions such as unified communications, vitrualisation and contact centre solutions.