Wavelink Blog

Switchvox Tip of the Week: Click to Dial App

Have you looked at the Switchvox Click to Dial app for Chrome? If not, you should. It’s full of surprises. Click to Dial allows you to dial a phone number from a webpage simply by highlighting the number and then right click on the mouse. When your phone rings, simply answer it. Switchvox will now dial the highlighted number and connect you. Below is what you will see.

Will this make your life easier? Absolutely. If you have ‘fat finger’ issues, as I do, you will never misdial a number again. If you work in a web-based CRM, you won’t need to take your eyes off the page. Dial the number while you are making notes or logging the call. Easily move to the next account and dial again.  Efficiency is the result!!

While this is very useful, and interesting, let’s suppose you want access to your Switchvox Phone Books so you don’t need to go from your Webpage to Switchboard and back again. This is not as efficient.  Fortunately, the Switchvox Chrome app will help with this by allowing you to load your all your phonebooks:

Without leaving your Webpage App you can see all the phonebooks you have created including your Switchvox global directory. Simply click the phonebook and see all your contacts. Follow the same Click to Dial procedure and you’re done. As a busy sales person, this feature is one I use constantly and it helps me be more efficient. Hopefully, you’ll find this tip useful to assist in your daily workload, as well.

Switchvox Dial for Google Chrome aims to make your day more productive!

Download it here  

Healthcare Facilities Choose Switchvox UC Phone System

Mobility in Healthcare

As legacy phone systems continue to reach their end of life, more and more businesses are replacing them with Unified Communications (UC) solutions to enhance business communications and save on costs. For the healthcare industry in particular, staying on pace with communications technology is vital for patient care and streamlining workflow.

Recently, Frost Sullivan ICT broke their latest end-user research into vertical studies, and released some highlights on the state of IT in healthcare:

  • The top IT challenges for respondents in the healthcare sector are ensuring network stability and reliability, dealing with security threats, and aligning IT with business strategy.
  • By far the biggest driver for IT investments in the healthcare sector is reducing costs. It’s followed by expanding into new markets and boosting creativity and innovation.
  • Interestingly, CEOs are more concerned with improving the customer experience, gaining a competitive advantage, and boosting collaboration than their CIOs, who are more interested in improving productivity and sales and marketing effectiveness.
  • Healthcare companies look to investments in unified communications and collaboration (UCC) to help reduce costs.
  • The vast majority of agencies say their employees rely on smartphones, tablets, and even wearable devices to get their jobs done. Forty-nine percent of them pay for smartphones, and 56 percent cover the costs of tablets.

(Click here to view the rest of the study’s healthcare highlights)

As you can see in these highlights, UC solutions continue to play an important role in the healthcare industry, especially in the areas of cost control, customer experience, collaboration, and mobility. Digium’s Switchvox business phone system has been deployed at hundreds of healthcare organizations around the world, bringing each the advanced, all-inclusive UC feature set for a fraction of the cost of traditional solutions.

Here are a few healthcare organizations that have implemented Switchvox, and are very happy they did!

inland-case-study

Inland Eye Specialists: Medical offices in California- 150 employees- 5 locations- Replaced 4 Nortel digital units, several BCM 50s and a BCM 400 with a Switchvox 470 at each location. “…we have several employees who move from office-to-office and don’t really have desks of their own. Switchvox mobility allows those employees to use softphones and they love it.”— Read full Success Story

 

lifecare-case-study-new_0

Lifecare Ambulance: Emergency dispatch services in Ohio- 225 employees- 50 emergency vehicles- Replaced Nortel BCM 450 with Switchvox UC, 50 Digium HD phones, 90 Gold subscriptions, and analog cards. “We were paying $2,500 a month for our phone service, including long distance,” says Pozywak. “Our new bill is $534, cutting our phone bill by $1,800 to $2,000 month. Savings of $24,000 a year is an added bonus!”— Read full Success Story

 

kidney-specialists-case-study

Kidney Specialists of Minnesota: Specialized medical services throughout Minnesota’s Tri-Cities- 80 employees- 3 locations- Replaced 3 older model Avaya systems with a Switchvox 360, 80 HD D40 phone sets and 20 D70 executive phones. “We went from the smallest changes on our old system taking days, and even weeks to get done, to now being able to add or make changes in minutes and seconds with Switchvox.”  — Read full Success Story

 

culman-new

Cullman Primary Group: Patient care centers in Cullman, AL. 180 employees- multiple locations- Integrated Switchvox 355 into their existing infrastructure, along with Digium HD phones. “With Switchvox, we will program the route table with their caller ID so their call will go directly to their doctor or nurse without them having to go through the auto attendant. Older patients will really like that feature!”— Read full Success Story

Access these and more Switchvox Success Stories in our Resources Center

[Infographic] Making retail stores matter in the omni-channel world

Infographic -Making retail stores matter in the omni-channel world

5 Ways Your Business Can Use Call Recording

call recording

Many types of businesses – such as law offices and real estate agencies – rely on call recording for compliance and legal purposes. However, there are several uses and advantages of recording conversations with customers beyond these legalities. When used efficiently, call recordings can be a powerful tool to gain insight about your customers and your entire organization.

Here are 5 ways call recordings can be put to use in your organisation:

   1. Training

It is the responsibility of management to ensure employees are properly trained and prepared to handle any situation that may arise over the phone. With a call recording feature, managers have the ability to schedule, sort, and export any or all recordings, which serve as a valuable training tool for new employees to hone the customer service skills of their experienced colleagues. Employees benefit from hearing positive and negative customer interactions so that they learn the proper protocol for any situation.

   2. Performance Reviews

Effective performance evaluations should provide employees with constructive criticism and feedback on their interactions with customers. These recordings can also serve as proof that a situation was not handled appropriately, and can be used as collateral for termination. Recordings can also help identify employees who excel in customer communications. At review time, recordings can be filtered by employee and added to their personnel file for easy access. In addition to recorded calls, managers can evaluate average call times, situations resolved, and overall performance from additional data available via their UC solution. All of this information combined will arm management with the information they need to give an accurate employee review.

   3.Dispute Resolution

Call recordings can help resolve disputes, a regular occurrence for companies providing sales and service support. Documenting a customer complaint allows for easy access to their history with your product or service, and allows managers to accurately understand a situation that has escalated. Understanding what the customer’s concerns are and being able to revisit the issue at any time reduces the likelihood of it occurring again.

   4. Customer Insight

Companies that record their calls have documented insight into how their customers interact. Reviewing calls can provide an overview of customer needs and expectations, as well as their complaints and frequently asked questions. This information can be used to modify employees’ responses and strategize new marketing campaigns to address any pain points customers may have prior to calling in for answers.

   5. Positive Content 

According to a study by Dimensional Research, 95 percent of respondents who have had a bad experience said they told someone about it, compared to 87 percent who shared a good experience. Fortunately, businesses can prepare for negative reviews by soliciting a lot of good ones. With the customer’s permission, a positive call recording can be translated into marketing or advertising content for campaigns.

Call Recording is part of the all-inclusive feature set of Digium’s Switchvox UC solution. To learn more about how to use the data in your business phone system, check out this blog post

 

Wireless Defense Strategies in the IoT Era

Wireless Defense Strategies in the IoT Era_2

Non-stop mobility, instantaneous network access, and a flood of new wireless devices are the new norm for enterprise wireless LANs (WLANs). Employees are no longer tethered to their desks, and they expect pervasive mobile application access. IT organizations are faced with constant technology transformations such as the Internet of Things (IoT), anything-as-a-service (XaaS), and artificial intelligence. Securing enterprise wireless LANs from unauthorized access and cybersecurity attacks are top of mind for enterprise IT decision-makers worldwide.

Read More

[Infographic] The increasing demand for high quality hotel WiFi

With mobile technology an everyday part of life, WiFi is no longer a luxury. People now believe they should have access to fast broadband wherever they are, and that includes hotels.

A hotel’s ability to provide fast and secure Internet access is an important decision factor when booking accommodation. A recent study by Exterion Media found that 73 per cent of Londoners choose their holiday accommodation based on whether or not it has WiFi – a significantly higher priority than air conditioning or a swimming pool. Read More.

High-Quality-Hotel-WiFi-infographic

Top Unified Communications Features for Law Offices

For lawyers, especially for those billing in six-minute increments, time is money. Investing in a business communications solution that maximizes efficiency and productivity is the key to maximizing time. In addition, a law firm’s reputation is vital to its success, and is reflected in everything from their advertising to their voicemail recording. While there are multiple reasons law firms turn to a voice over IP (VoIP) solution for their calling needs, there are additional unified communications (UC) features they need in order to be successful in the highly competitive legal industry.

While every UC feature lends a hand in creating a solid client experience, there are some that stand out for specific types of businesses. From CRM integration to mobility, here are the top UC features for lawyers:

Advanced CRM Integration

Lawyers handle multiple cases and clients at a time, and keeping track of all that information can be daunting. UC solutions allow for integration of the firm’s CRM (customer relationship management) systems and client databases, which prepares employees for the client interaction before they even answer the phone. When a client calls the firm with an issue, a screen pop-up will show pertinent client information, which can include name, contact information, GPS location, notes of prior discussions, and more. This not only personalizes the client experience, but it conveys the information required to get the client to the appropriate person right away. Clients expect top-notch service and communication from their legal team, so making the right impression and personalizing their experience with your firm is essential to building trust and expanding your business.

Call Recording

Law firms benefit from a call recording feature for a few reasons. First, recording a call aids in keeping track of billable hours for invoicing. Lawyers can easily filter recordings by type of call (incoming or outgoing), date, specific client, or length of call, and transfer the .mpeg or .wav file to the appropriate client’s folder. The ability to record calls also comes in handy for ensuring accuracy during conversations, such as when a client is conveying important information about a case, or for when your lawyer needs to clarify something that was said. Emotions can run high when a client calls into a law firm, and the ability to go back and listen to a conversation to ensure accuracy is vital.

Voicemail to Email

With most UC solutions, voicemails and e-mails are handled the same way, which is important because both are equally significant for reference and documenting purposes. Voicemails are automatically received and stored as .wav files, which can be accessed via business phone, mobile softphone application, or email. Lawyers can simply store the voicemail files into the appropriate client folders just as they would with an e-mail.

Call Rules

Clients expect their legal representation to be on call to handle issues as they arise, yet lawyers are often in and out of the court room, in meetings with other clients, or traveling- so getting in touch can be tricky. Fixed Mobile Convergence (FMC) gives lawyers the ability to stay connected. These personal call rules can be set up to enable incoming calls to ring on any device, in any order. Here are some sample call rules an attorney might set up:

  • Calls from the general public gets forwarded to attorney’s personal voicemail
  • Incoming calls from other law firms (working on an active case) are forwarded to attorney’s office assistant
  • If attorney’s assistant is not available, then calls from other law firms are routed back to attorney’s personal voicemail
  • Active clients’ call get routed directly to attorney’s mobile phone, but only during business hours
  • Calls from firms’ senior management/partners, or from VIP clients are directed to attorney’s mobile phone, at any time.

This is just one example of how a lawyer may choose to set personal call rules. Having the ability to customize the flow of incoming calls is essential for saving time, staying organized, and knowing what to expect. Lawyers with this type of set up will always know whether an incoming call at 2AM is worth answering. FMC also allows busy lawyers to seamlessly transfer calls that began via desk phone or headset to their mobile phone, so they can keep the conversation going while they drive to their next meeting.

Mobility

Every law firm should choose a UC solution that offers a mobility application, as it acts as a virtual extension of the desk phone and allows the legal team to take and make calls from anywhere. With Switchvox Mobile, all of the UC features available on the desk phone are also available on a mobile phone, such as call recording, conferencing, voicemail, status control and more. When calls are made, the law firm’s caller ID information passes to the client as opposed to the lawyer’s personal cell number. This ensures the law firm’s brand is passing through to clients and the lawyer’s personal contact information is kept private.

As mentioned above, time is money. Unified Communications solutions such as Switchvox provide your legal team with the tools and systems needed to ensure your firm can compete in the highly competitive legal industry. While also reducing costs, Switchvox helps improve interactions with clients, recruit and retain top talent, and provide your team with mobility and flexibility.

Discover for yourself how Switchvox and Switchvox Cloud can change the way your firm communicates

 

Keeping the Store Open: Fighting the Cyber Criminal in the Retail World

Fortinet_Keeping_the_Store_Open_SolutionBrief

As the most recent wave of attacks has confirmed, the retail sector remains among the top industries to be targeted by cyber criminals. To protect themselves and their customers, retailers need comprehensive yet cost-effective network security solutions to mitigate risk to their business and prevent the financial and reputational damage created by a data breach. Read more

 

4 Legacy Phone System Problems That VoIP Can Solve

Struggling with corporate puzzles...

A recent survey by Hanover Research found that despite the rise of email, video, and social media, 74% of small and midsized businesses (SMBs) said that voice communication remains extremely or very important to their business operations. However, for the businesses that still have traditional PSTN phone systems (which is still the majority), there are 4 problems they are bound to run into eventually. Thankfully, all of them can be solved with a voice over IP (VoIP) solution.

      1. Obsolete Hardware Support

Phone system hardware becomes obsolete as newer, cutting edge technology becomes available. Legacy systems have the typical problem of parts only being available aftermarket, so the cost of repairing and maintaining them becomes overwhelming for businesses. Add on top of that the cost of support, as the technicians and engineers who were formally trained on these older systems are retiring and therefor harder to find- not to mention expensive. With heightened security risks, increasing demands from customers to communicate with businesses right away, and the need to improve productivity, the model of limited voice capability is quickly becoming a thing of the past.

      2. Limited Capacity Scalability

The good news is your company is growing. The bad news is, when this happens, many businesses outgrow their infrastructure and require a system that can handle the added call volume, extensions, and data being passed across the network. Adding new office locations can be a nightmare with a traditional system, as equipment is required in every new building location. With VoIP, because employees are all on the same IP network, no additional hardware needs to be installed at each location- saving businesses time and money. With a traditional PBX, adding additional lines for employees can take several weeks to install; with VoIP, the process takes minutes. This growth support works both ways with VoIP, so if your business has a tough year and your capacity needs shrink, you can remove lines and only pay for the extensions and minutes you use.

     3. Inadequate Features Functionality

Being able to route customers to the correct department without playing phone tag is essential. Why? Because other companies implementing VoIP phone systems have the capabilities to deliver superior customer service, so if your business doesn’t, the competition will steal them. Employees and customers need more functionality than the expected 3-way calling and caller ID. Video chat, instant messaging, presence, voicemail to email, call recording, and call analytics are all features that enhance productivity and customer service. These features and more are offered with a Unified Communications (UC) solution.

      4. Monthly Charges

Businesses are always looking for ways to cut costs, but one that the large majority aren’t aware of if their phone bill. When new customers call us, one of the questions we ask them is how much their last month’s phone bill was. Nine out of ten of them have no idea, but they know they probably should know since a lot of money seems to be going towards their communications every month. Switching to VoIP can save up to 70% off your monthly communications costs, immediately. If you choose a hosted VoIP solution, you can have a feature-filled new phone system up and running within hours (not weeks) and with no up front costs. Also, many VoIP pricing plans give the option of a metered or channelized payment plan, so you can pay by the number of lines or the minutes used- whichever makes more sense for your business model.

If your businesses is one of the many that is still paying to maintain a traditional phone system, you are bound to eventually run into one, if not all, of these problems. When you rely on your business phone system for every day use and connectivity with your customers, the safest move is to invest in a phone system that is simple to maintain, scalable, feature filled, and cost efficient.

See how much money you can save with Switchvox and Switchvox Cloud. Test the ROI Calculator 

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