7 Must-Have Features for your hosted contact center

Ritwik Raj

Author

Contact Center

July 1, 2024

8 mins read eye

Table of content

Phone lines ringing continuously?

Representatives busy speaking with callers back-to-back and the call queue is piling up with waiting customers?

These lines read like a typical call center scenario.

To deal with such situations, you must ensure your team is equipped with the industry’s latest hosted contact center solution.

A hosted contact center solution that empowers your teams with advanced yet easy-to-use features and optimizes contact center operations.

Your contact center team is not just a representation of a query handling department but also the primary point of contact for customers. Contact centers help you reach out to your target audience, understand their pain points, and fine-tune your products or services based on their requirements.

How can a hosted contact center solution be any different?

Let’s find out.

What is a hosted contact center?

A hosted contact center solution operates using cloud technology and is hosted on the cloud. You can access it anywhere on any registered device (desktops and smartphones). On the contrary, traditional contact centers have physical phone systems and customer database maintained on-premises.

On the contrary, a hosted contact center solution is set up and maintained off-premises by their respective contact center service providers. Hosted services sore over traditional contact centers as they provide a centralised access to crucial information and are highly cost-effective.

7 Must-have features for hosted contact centers

Two individuals leaning on a giant smartphone displaying the text- Must Have Features

Having a hosted contact center solution itself will not guarantee your success in the long run. You must ensure your team is equipped with a hosted contact center service with the latest and crucial features. We have consolidated a list of some of the features your hosted contact center solution must have to leverage from and keep you ahead of the competition.

Interactive Voice Response (IVR)

Interactive Voice Responses (IVR) systems greet your callers with preprogrammed greetings. You can tailor these greetings to your audience preferences, as they will be your business’s first customer interaction point.

IVR systems help callers select their service type by punching designated numbers from the in-call menu. The caller is then automatically directed to the corresponding department, saving the agent and the caller’s time.

Furthermore, contact center service providers customise and develop hosted IVR solutions to handle basic customer queries. For instance, callers who need to connect with a particular department can call the helpline number on your website, and the IVR can guide them there.

Consequently, the customer needn’t wait to speak to an agent and get their query resolved in a shorter time. It also helps agents focus on more prominent and pressing concerns needing expertise.

Automatic Call Distribution (ACD)

The ACD helps route customer calls efficiently to the available contact center agents. The Automatic call distribution system in a hosted contact center solution enables you to route calls based on set criteria to meet your ongoing campaign and customer requirements.

A hosted contact center solution also allows you to modify the call distribution per your evolving requirements. Some distribution criteria are based on performance, location, and idle time.

ACD systems also contribute significantly to the cost reduction of the hosted contact center’s operations. Experts recommend that implementing an ACD system can reduce the cost of call transferring involved in resolving customer queries. That makes ACD systems a crucial factor for businesses when choosing contact center service providers.

Skill-Based routing

Contact center agents are categorized based on skills, demographics, speaking capabilities, and expertise. Every time a caller connects to your hosted contact center, the IVR prompts a set of questions to understand their requirement. The hosted contact center solution then directs the call to the appropriate agent, creating a smooth customer experience. In sectors like healthcare, skill-based routing can be complemented by robust healthcare identity verification systems to ensure patients are routed securely to the right specialists. This approach helps improve the first-call resolution rate, boost customer satisfaction, and eliminate the possibility of wasting both customers’ and agents’ time.

Call Recording

A hosted contact center can consist of several agents who may differ widely based on their availability and specific skills. Despite their unique skill sets and difference, agents must aim to resolve customer queries as quick as possible, while providing relevant solutions and meeting industry standards.

Hosted contact center solutions come with multiple call recording capabilities to ensure that agents deliver on time. The feature records call in real-time and can be used to review an agent’s performance. It helps locate bottlenecks in agent-customer interactions and identify those who need training to improve their performance.

Call Tracking & Monitoring

Tracking and monitoring your contact center’s performance is as crucial as setting one up. Issues may arise at any time and require immediate attention. Agents may miss calls or repeatedly fail to satisfy customers. Call tracking and monitoring help you identify such scenarios and determine a workaround for future operations.

Moreover, call tracking & monitoring help you recognise technical glitches at the right time. You can monitor calls for repeated issues, identifying and rectifying the issue’s origin. Also, hosted contact center solutions with tracking & monitoring features enable you to gauge individual agent performance.

CRM Integrations

Access to relevant information is crucial to your hosted contact center’s success. Providing your agents with vital customer information enables them to resolve issues faster and with more relevant resolutions.

Many contact center providers offer integration with popular CRM platforms. Here are some of the platforms that Acefone offers you and are identified as the most popular Contact Center CRM Integrations of 2024 by PCMag—

CRM integration helps contact center agents offer relevant solutions, save time, and obtain the correct information for a better customer experience.

Real-Time Analytical Reports

Deriving reports from data is as important as generating them. Empowering your hosted contact center agents with insightful analytical reports helps you monitor varying call volume, new/ returning callers, and traffic from different locations. These metrics help you make essential staffing decisions, schedule agents, and gauge the performance of your contact center.

You can also recognise issues related to specific demographics, time zones, etc., and work towards rectifying them. Furthermore, a hosted contact center solution allows managers and supervisors to access reports from multiple locations in one place.

Getting a hosted contact center solution for your business

Hosted contact center solutions have become the norm. With customer needs increasing over time, you must scale your contact center’s capabilities to stay ahead of the trends and competitors. Hosted contact center solutions enable you to be flexible and equip your agents with tools to deliver seamless customer experience.

If you’re searching for a contact center solution that allows you to carry out all the above-mentioned responsibilities at a cost-effective rate, feel free to get in touch with our experts.

To start a hosted contact center of your own, you must define your communication channels (voice, chat, email) and choose a hosted contact center service that integrates them together. Then recruit and train agents to staff your hosted contact center.

Contact center experience is all about how your customers feel when they interact with your customer service teams. This includes everything from calling in to using a chat service or social media. It’s a key part of your overall customer experience and can impact aspects such as loyalty, retention, and future purchases.

Cloud contact centers and hosted contact centers, both offer a way to handle customer interactions without on-site infrastructure. However there’s a key difference:

Cloud contact centers are truly web-based, with all software and resources stored in the cloud. This allows for high scalability and flexibility, accessible from anywhere with an internet connection.
Hosted contact centers rely on a physical server at the provider’s location. While it frees you from managing on-site hardware, it’s less scalable and adaptable than a cloud solution.

Cloud contact centers offer major advantages such as effortless scaling, saving you money on hardware and IT. Moreover, you get automatic updates and access to the latest features, keeping your customer service experience top-notch.

A cloud hosted phone system, also called a hosted PBX, ditches traditional phone lines for the internet. It allows making calls and using business phone features through the internet instead of bulky and obsolete equipment. It is cost effective, offers scalability, and lets you manage calls from anywhere with an internet connection.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Ritwik is a fitness enthusiast with a bachelor’s degree in computer applications. He discovered his passion for storytelling while writing articles for his fitness blog. After which, he decided to switch to full-time writing, exploring his capabilities as a professional writer. He is now practicing his skills as a senior content writer at Acefone Software pvt ltd. to bring words to life.

Why are VoIP Phone Systems considered important for call centers

Ritwik Raj

Author

Voice - VoIP

June 26, 2024

8 mins read eye

Table of content

Whether it’s finance or healthcare, call centers have spread their branches into every industry and region.

Why?

Meeting customer expectations has become inevitable for a business’s survival today.

Call centers help fasten customer interactions and equip agents with the necessary information to meet their expectations. To ensure they’re getting the most out of their customer interactions, most call centers now rely on VoIP phone systems.

While VoIP phone systems continue to gain popularity, there are businesses still relying on traditional PBX for communication. If you’re still one of them, this article is for you.

Read on to learn why call centers find VoIP phone systems crucial for their survival.

What is a VoIP Phone System?

A VoIP phone system is a cloud hosted phone service that allows communication using VoIP technology. Unlike traditional phones, VoIP phones don’t require physical lines to make calls and users can access them on their computers and smartphones via VoIP applications.

How do VoIP Phones Work?

Every time you initiate a VoIP call, a connection request is created through the internet for the receiving party. Once connected, the caller begins speaking their message and the mic converts their voice into digital signals for transmission.

The VoIP system converts the voice into digital signals and prepares them for transportation. To transmit the digital signals, the VoIP system chops them into small packets using the Analogue-to-Digital Converter (ADC). Chopping the signals into small data packets prioritizes their transfer over other data, resulting in crystal clear calls.

On the other end, the VoIP phone’s Digital-to-Analogue (DAC) Converter transforms those data packets back to voice signals, which are then played over the speaker.

Read in depth about VoIP phone services, how they work and more.

Why are VoIP phone systems Important for Call Centers

Happy sales representative smiling due to satisfaction from VoIP

Efficiently managing call centers can be a complex task with traditional phone systems as they often come with limitations. This is where Voice over Internet Protocol (VoIP) phone systems come into play. They offer a diverse set of features and streamlined communication, making them ideal for call center operations.

Beyond this, there are some well-known advantages that make VoIP phone systems so important for call centers. Let’s check them out.

Cost Savings

Studies show that businesses save an average of 30-50% on communication expenses after switching to VoIP phone services. As opposed to hardwired phone lines used by traditional phone systems, VoIP systems utilize your existing internet connection to transfer the voice calls.

As a result, the call charges are significantly low compared to regular cellular calling. VoIP calls remain the most cost-effective communication channel when compared to WiFi calling, even though both methods use the internet as their calling medium.

Work Flexibility

In the pursuit of enhancing customer experience, businesses are also looking into improving employee experience. With remote work at its boom, companies find work from home more productive and preferable by call center agents. VoIP allows agents to maintain calling continuity as they only require a desktop or their smartphones.

This work flexibility has further benefitted businesses, such as:

Building diverse teams from different time zones and languages.
Enhanced employee satisfaction due to flexible work location and hours.
Easy data recovery from cloud storage during power outages or natural disasters.

Diverse Features

VoIP phone systems have loads of advanced telephony features that streamline call center operations. From initiating calls to tracking department progress, VoIP has a feature to smoothen many other processes.

Some of the most popular VoIP phone features call centers utilize are:

Interactive Voice Response (IVR)- An IVR is an in-call menu that plays recorded messages along to help callers navigate to the right department/ agent. It also helps callers seek resolution to basic queries through specified action.
Voicemail- The voicemail-to-email feature prevents agents from missing out customer queries in case a call drops. It allows callers to record their message, which is then sent to the agent’s inbox via email.
Call forwarding- A simple yet vital functionality that allows agents to forward calls onto a different number in case their designated business phone number is momentarily unavailable.
Call transfer- To ensure agents aren’t being overwhelmed by complex cases, VoIP allows agents to transfer an ongoing call to another available agent or a supervisor. The transfer can be either cold or warm based on the interaction’s scenario.
Call monitoring- It allows supervisors and managers to have an overview of all active calls in one place. They can view the duration, barge-in, or whisper a solution to the agent for prompt support or sale.
Real Time Reporting- VoIP allows agents and their supervisors to view call data in real time to track progress. They can also generate custom reports on demand for assessments and future references.

Every feature provides a unique capability, assisting call center professionals deliver enhanced customer interactions and reach their goals faster.

Collaboration

Call centers in the early days were merely a collection of silos, with agents interacting with leads individually. The picture today is different, thanks to business VoIP services. VoIP fosters an environment where they can seamlessly collaborate with each other on multiple devices.

Call center agents can transfer calls to other agents, leveraging their expertise for specific cases. Features like three-way calling enable them to pull their supervisors in complex cases for faster query resolution.

Additionally, VoIP phone systems can integrate with customer relationship management (CRM) and helpdesk platforms to share vital data across multiple devices. CRM integrations also allow managers to gain a holistic view of every customer’s interaction history with agents and conduct better assessments.

Agent productivity

With the available functionalities in VoIP phone systems, agents can have more interactions, convert more leads, all without sacrificing their quality. VoIP offers automation to remove any redundancies for agents and lets them focus on priority tasks. Insights and analytics enable supervisors to identify improvement areas and tailor their operations for a higher success rate.

Features like call disposition and sticky agent deliver a smooth experience for both the agent and lead. It lets the lead connect with the same agent they interacted with earlier. Call disposition allows the agent to note down the conversation’s outcome after completing the call for later references.

The Bottom Line

VoIP phones are crucial for the survival and success of call centers. They streamline operations, while enabling agents with advanced functionalities and help deliver a wholesome experience. As the call center industry continues to evolve, leveraging the power of VoIP phones becomes a strategic imperative for the success of your business.

Frequently Asked Questions

Call centers rely on the latest technology to efficiently handle high call volumes, automate tasks, and improve customer services.

VoIP (Voice over Internet Protocol) technology such as VoIP phone systems, contact center solutions, APIs and cloud telephony integrations are commonly used in call centers; Allowing calls to be made faster and smoother over the internet.

The future of call centers likely involves increased automation with AI-powered chatbots and self-service options, alongside human agents for complex issues.

Call centers nowadays use headsets with microphones, computers or laptops, and VoIP phones for communication.

VoIP phone systems are generally easier to maintain than traditional phone systems due to their cloud-based nature and minimal on-site equipment.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Choosing the Right Phone System: Hosted vs On-Premises for Small Businesses

Ritwik Raj

Author

Small Business

June 25, 2024

8 mins read eye

Table of content

Are you a small business looking to enhance your customer communication? A reliable phone system serves as the backbone of any business’s communication and lays the foundation for memorable customer experiences. When it comes to selecting the right phone system for small business, you’re likely to encounter two primary options:

Hosted phone systems
On-premises phone systems

While for many businesses, selecting a hosted phone system is a no-brainer, there are some that still struggle to choose one. We are going to show you why hosted phone systems are the best phone system for small businesses.

What is the importance of an efficient small business phone service?

Before delving into the specifics of hosted and on-premises phone systems, you must understand the significance of having an efficient small business phone service. Customers now expect prompt and reliable communication from the businesses they engage with. An efficient phone service enables businesses to provide excellent customer support, handle inquiries effectively, process orders efficiently, and resolve issues promptly.

What are the best small business phone systems?

Infographic

Let’s dive into the specifics of each:

Hosted Phone System

A hosted phone system, aka cloud based phone system, hosted PBX, or VoIP phone operates using the internet and is hosted off-site by a third-party provider. VoIP phones eliminate the need for physical hardware and are managed remotely. One of the primary roles of hosted phone systems in customer communication is to provide a reliable and efficient means of communication between businesses and customers.

Pros of Hosted Phone System

Accessibility: Hosted phone systems for small businesses help them communicate with customers from anywhere with an internet connection. Whether employees are in the office, working remotely, or on the go. They can make and receive calls using one phone system, ensuring consistent communication
Professionalism: Hosted phone systems offer features such as auto-attendants, voicemail-to-email, and call forwarding, enhancing professionalism in customer communication. Automated greetings and call routing strategies ensure customers are greeted promptly and directed to the appropriate agent, improving customer experience
Scalability: Phone systems for small businesses often experience fluctuations in call volumes and staffing requirements. Hosted phone systems are highly scalable, allowing you to easily manage phone lines and features as your needs evolve. This scalability ensures that your business can adapt its communication infrastructure to meet changing customer demands without significant upfront costs.
Advanced Features: Hosted phone systems come equipped with a wide range of advanced features that empower your small business to deliver exceptional customer services. Features such as call recording, call analytics, and CRM integration let you track and analyze customer interactions, identify trends, and make data-driven decisions.
Reliability: Phone systems for small businesses are often hosted in secure data centers with redundant systems, providing high levels of reliability and uptime. This reliability allows you to maintain consistent communication with customers, even during unforeseen circumstances such as power outages or hardware failures.

Cons of Hosted Phone System

Dependence on Internet Connection: Hosted phone systems rely on a stable internet connection, making them susceptible to disruptions during internet outages.
Security Concerns: Storing sensitive client data in the cloud raises security concerns, although reputable providers implement robust security measures.
Potential for Downtime: While generally reliable, hosted phone systems for small businesses are not immune to downtime due to technical issues or maintenance activities.

On-Premises Phone System

An on-premises phone system, also known as a PBX (Private Branch Exchange) system, is located within the business premises and operates using physical hardware. They can comprise physical wires around the office or IP technology to connect the calling devices to their servers through the internet.

Pros of On-Premises Phone System

Control: On-premises systems offer businesses full control over hardware, software, and configuration, allowing for customization according to specific needs.
Security: Data and communication remain within the organization’s premises, offering greater security and privacy compared to cloud-based systems.
Reliability: On-premises systems are not dependent on internet connectivity for basic functionality, reducing the risk of downtime during internet outages.
Long-term Cost Savings: While upfront costs are higher, on-premises systems may result in lower long-term costs compared to monthly subscription fees.

Cons of On-Premises Phone System

Higher Upfront Costs: On-premises phone systems for small businesses require significant upfront investment in hardware, software licenses, and installation.
Maintenance and Upgrades: Small businesses are responsible for maintaining and upgrading their on-premises systems, requiring specialized IT expertise and resources.
Limited Scalability: Adding new phone lines or expanding the system can be complex and expensive compared to hosted phone systems.
Vulnerability to Hardware Failure: On-premises phone systems are susceptible to hardware failure and damage, necessitating backup and disaster recovery measures.
Lack of Mobility: On-premises systems are typically limited to the physical location of the business premises, reducing mobility and flexibility in communication.

Inner Image 2

Which is the right phone system for your Small Business?

The choice between a hosted and on-premises phone system depends on various factors such as budget, scalability requirements, security concerns, and IT infrastructure. Companies should carefully evaluate the pros and cons of each phone system and choose the most suitable small business phone service. It ensures your communication system aligns with your business requirements. By selecting the right phone system for small business, you set yourself up for success.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Are 0345 Numbers Free To Call? Do You Need 0345 Numbers

Ritwik Raj

Author

Contact Center

8 mins read eye

Table of content

0345 numbers have emerged as a popular calling medium for enterprises, financial institutions, and government bodies in the UK. If you’re a mid-to-large size business in the UK, you might have encountered these numbers while searching for efficient communication solutions.

But what are 0345 numbers, and are they free?

Let’s delve into this intriguing realm to uncover the truth.

What is a 0345 Number?

A 0345 number is a non-geographic phone number category designated by Ofcom, UK’s telecommunications regulator. Unlike traditional landline numbers with specific area codes, 0345 numbers don’t reveal the physical location of your business. As a result, this nature of the 0345 numbers offers several advantages:

UK Wide Presence

A 0345 number allows customers across the UK to reach your business easily, regardless of their location. It benefits businesses with a nationwide reach or those looking to expand.

Flexibility and Scalability

By getting 0345 numbers for your business, you needn’t worry about acquiring new phone numbers with different area codes. A 0345 number can serve as your central point of contact, simplifying call routing and enhancing brand consistency.

Improved Customer Experience

By offering a consistent and memorable contact number, you can create a professional image and elevate customer experience for your clients.

Which Companies Use 0345 Numbers?

The versatility of 0345 numbers makes them suitable for a wide range of businesses across various sectors. Here are some examples:

Large corporations

National UK companies with a distributed workforce can use 0345 numbers to centralize customer queries. Businesses can streamline their call routing processes, ensuring customers reach the appropriate department efficiently.

Government agencies

Many government bodies leverage 0345 numbers for public enquiries and helplines. This provides a consistent and easy-to-remember contact point for citizens seeking government services.

Financial institutions

Entities like banks, insurance companies, and financial institutions often use 0345 numbers for smooth customer support services. 0345 numbers enable such institutes to reinforce trust and professionalism when dealing with sensitive financial matters.

Utilities

Many utility providers like gas and electricity companies frequently use 0345 numbers for customer service and account management. These numbers ensure customers have a centralized contact point for enquiries, meter readings, or troubleshooting issues.

How Much Does a 0345 Number Cost?

A 0345 number’s cost varies depending on the service provider you choose. At Acefone, you can get a 0345 number for your business for as low as £4.99. Alongside our 0345 numbers, you get access to a pool of 50+ cloud-based features to make your calling experience unforgettable.

Are 0345 Numbers Free to Call from Mobile?

While not entirely free, 0345 number costs are generally considered very cost-effective for mobile callers. The call cost of a 0345 number typically falls within the same price band as calling a standard landline (01 or 02 numbers).

Many mobile phone network providers in the UK include calls to 0345 numbers within their bundled minute allowances. Despite that, we recommend you check your specific mobile plan to confirm if 0345 number calls are included. This transparency helps you avoid any potential hidden costs passed on to your customers and maintain customer satisfaction levels.

Are 0345 Numbers Free to Call from Landline?

Similar to mobile calls, calling a 0345 number from a landline depends on your phone plan. In most cases, calling a 0345 number from a landline will be charged at the same rate as a call to a standard landline (01 or 02 number).

Again, we advise users to consult their landline service provider’s call charges for clarification. By understanding these costs, you can effectively manage your budget and avoid any unexpected charges associated with your business phone number.

Does Your Business Need a 0345 Number?

Whether a 0345 number is the right fit for your business depends on your specific needs and target audience. Here are some factors to consider:

National reach

If your business caters to customers across the UK, a 0345 number can project a professional and accessible image, regardless of their location. It eliminates the need for multiple local numbers, simplifying your communication channels.

Call costs for customers

While generally cost-effective, ensure the call charges for your customers align with your brand’s value proposition. If affordability is a key selling point, offering a freephone number (0800) might be a better option.

Branding and memorability

A 0345 number can contribute to a consistent brand image across your marketing materials. The ease of remembering a single number simplifies customer communication and fosters brand recall.

Existing infrastructure

If you already have a well-established landline number with a strong local reputation, transitioning to a 0345 number might require additional customer outreach to ensure a smooth switch.

The Takeaway

0345 numbers offer a compelling option for businesses seeking to establish a national presence and streamline customer communication. The cost-effectiveness for both mobile and landline callers make them a practical choice. However, it’s crucial to consider your target audience and overall brand strategy before making the switch.

0345 numbers are not free to call, but the cost typically falls within the same range as calling a standard landline (01 or 02 number).

Mobile phone network providers often include calls to 0345 numbers within bundled minute allowances.

For landlines, call charges depend on your specific phone plan.

Opt for a 0345 number if you prioritize national reach, affordability for your customers, and brand consistency.

By carefully evaluating your business needs and target audience, you can determine if a 0345 number is the right fit for your communication strategy. If you have further questions or require assistance choosing the most suitable phone number solution for your company, don’t hesitate to consult with a reputable telecom provider.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Choosing Between UCaaS and Cloud Based PBX for Your Business

Ritwik Raj

Author

Contact Center

8 mins read eye

Table of content

Unified Communication as a Service or Cloud Based Private Branch Exchange?

This question has been floating amongst businesses while choosing a communication solution for the organisation.

Cloud based PBX and UCaaS solutions are often used as communication systems in small and large businesses.

Due to the increased popularity of customer-centric operations, many business owners must make better choices for their companies.

Effective communication between you and your customer is essential for your business to grow and profit. Therefore, finding the right cloud based communication solution that fits your organisation’s requirements is crucial. It should also make it easier for managers and agents to provide exceptional service to customers.

Becoming aware of Cloud Based PBX and UCaaS solutions is vital for choosing between the two for your business.

Understanding Cloud Based PBX

A Cloud based PBX aka hosted PBX phone system is a cloud-based solution that uses VoIP technology. It allows seamless communication without any on-premises hardware or IT-related hassles.

Additionally, the cloud based PBX comes with several features that VoIP offers to make communication between customers and business representatives seamless.

Exploring Unified Communication as a Service (UCaaS)

UCaaS is also a cloud based service that integrates all business communication channels into a single platform. According to Forbes, there are five primary components that make up UCaaS:

Voice
Video
Messaging
Collaboration
Cloud

UCaaS enables agents and managers to handle customers and teams effortlessly, while using a single platform.

Now that we’ve gained some insight into UCaaS and cloud based PBX, let’s explore their features and functionalities. These features and their corresponding functionalities will help you determine which cloud based phone service will enhance your business communication.

UCaaS vs Cloud Based PBX: What They Offer Your Business?

Cloud technology has become an increasingly popular and reliable platform for business requirements. Unified Communication as a Service and cloud based PBX are cloud-based communication solutions. They operate entirely online, saving businesses tons of IT hassle and expenses.

A Hosted PBX phone system enables businesses to interact with customers and streamline the customer journey for a smooth experience. The Cloud based PBX uses the internet as a medium to manage voice calls. Some of the popular features that a hosted phone PBX system also offers your business are mentioned as follows:

Call Recording
Call Transfer
Music On Hold
Voice Recognition
Call History
Interactive Voice Response (IVR)
Real-time Reporting
Call Alerts
Caller ID
Call Flipping

The right combination and use of these cloud-based features ensure that your customers receive quality services.

UCaaS also offers your business a variety of features, regardless of your cloud phone service provider. UCaaS offers text-based communication options, video conferencing, voice calling and much more for your business. It is easier for agents to stay connected with customers on their preferred communication channel. Let’s checkout some of the most common features in the UCaaS landscape.

Voice Calling
Video Conferencing
Text Messaging
File Sharing & Collaboration
Team Collaboration Spaces
Virtual Receptionist/ Auto Attendant
CRM Integration
Video Voicemail

Choosing The Right Cloud Based Solution For Your Business

As you can see, UCaaS and Cloud based PBX offer come common features for business communication. Therefore, to determine which is the best communication solution, you must consider your business size, communication needs, and growth projections.

Enterprises handling multichannel communications may benefit most from UCaaS. At the same time, small to mid-sized businesses focused on voice interactions may find Cloud Based PBX more suitable. Cloud based solutions offer accessibility from anywhere with internet connectivity, ensuring operational continuity and easy scalability.

Summing Up

The UCaaS and Cloud based PBX streamline the business communication operations and improve productivity while ensuring higher customer satisfaction. If you’re an enterprise owner with customers reaching out to your business across multiple communication channels, UCaaS is the obvious choice. They will allow you to communicate across various channels promptly and efficiently.

On the other hand, if you own a small or mid-sized business with agents handling inbound and outbound calls, a Hosted PBX phone system is the perfect fit. When compared, the cloud based PBX is a cost-effective solution for budding businesses than UCaaS.

Do you wish to learn in-depth about our cloud telephony services (cloud based PBX)?

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Toll free vs Local Numbers- Which one is best for my business

Acefone Editor

Author

Contact Center

8 mins read eye

Table of content

Choosing the right business phone number for your company can significantly impact your brand’s accessibility and reach. Indian Businesses often find themselves asking– Should we opt for a toll free number for business or a local number? Understanding the nature, the pros and cons of each number is crucial to make informed decisions that align with your business goals.

What is a Business Toll Free Number?

A toll free number is a business phone number that allows callers to reach a business for zero call charges. When a person dials a toll free number, the toll free number owner bears the cost of the call rather than the caller.

Toll free numbers in India begin with the prefix 1800 and are popular as 1800 numbers and 1800 toll free numbers. Businesses commonly use these numbers to facilitate communication with leads, clients, or partners. 1800 numbers let companies offer a free means of calling for customers, irrespective of their location within India.

What is a Local Number?

A local number is linked to a specific area or region. Unlike toll free numbers, you can identify local numbers by area codes corresponding to localities.

Local numbers let you build a presence in specific regions and let customers call you without long-distance charges. Businesses targeting specific Indian regions to connect with their audiences often use local numbers. It helps them foster a sense of community engagement among their customers.

Pros of 1800 Numbers

toll free vs local number inner 1 — Delivery guy employee man wearing blue cap t-shirt uniform workwear work as dealer courier hold in hand use mobile cell phone with blank screen area show thumb up isolated on plain beige background

Toll free numbers for business offer several advantages:

Professional Image

They project a professional and established image for the business. Toll free numbers convey a sense of credibility and trustworthiness, which can be crucial in attracting customers.

National Availability

Toll free numbers enable businesses to cater to a nationwide audience. With zero call charges, toll free numbers encourage customers from across the country to contact them. This expands the business’s reach beyond its local area.

Easy to Recall

Toll free numbers are easier for customers to remember. For instance, regular numbers like +(213) 876-5309 will take longer to be memorized as compared to 800 numbers like 800-22-2345. This can lead to increased recall value and have a higher likelihood of customers reaching out to your business.

Marketing Campaigns

Toll free phone numbers can become a part of a business’s branding strategy. Use of catchy or brand-specific toll free numbers in advertising campaigns can enhance brand recognition and recall value.

Customer Services

Businesses use toll free numbers commonly for support helpline. Having a dedicated toll free line for customer inquiries or support improves customer satisfaction and retention for small businesses.

Cost-Effective Communication

Toll free business numbers can encourage more customer engagement for your business. While it enhances engagement, it also potentially increases call volumes and sales inquiries.

Cons of Toll Free Numbers

While toll free business numbers offer numerous benefits, there are some drawbacks that small business owners must consider:

Cost to the Business

Toll free numbers do bring expenses for the owner business. While callers don’t pay for the calls, your business bears the cost of incoming calls. This cost may potentially accumulate during peak seasons because of high inbound call volume.

Potential Spam & Junk Calls

Toll free numbers can potentially attract unwanted calls, including spam or non-serious inquiries. Sorting through such calls can consume the agents’ time, impacting their overall productivity.

Lack of Local Presence

While toll free numbers facilitate national presence, they might lack the local connection that small businesses desire. This could potentially affect customer relationships in areas where a local touch is crucial.

Dependency on Toll Free Service Provider

Businesses relying on toll free numbers are dependent on toll free service providers for their functionality and maintenance. Any service interruptions or issues could impact communication with customers.

Pros of Local Numbers

local landline number calling

Local virtual numbers can be beneficial for small businesses as they let them tailor their services for specific regions. They offer some advantages for small business owners in India, they are:

Local Connection

Local virtual numbers help you establish an intimate presence between you and your target audience. Having a local virtual number can make your business more relatable and appealing to local customers within that locality.

Personalized Approach

Local numbers can convey a more personal touch, fostering stronger connections with customers. It shows the involvement of your business in the local community, which can be a significant selling point for you.

Geographic Relevance

A local virtual number can enhance the relevance and understanding of local needs for small businesses. It helps them target specific local markets and personalize their services according to the local trends.

Cons of Local Numbers

While beneficial in many ways, local numbers also come with certain limitations for small business owners:

Geographic Restriction

Local numbers are tied to specific Indian areas because of their area codes. This limitation can slow down businesses looking to expand beyond their local region or cater to a national audience.

Limited Reach

Small businesses relying strictly on local numbers might miss out on national customers, outside their immediate area. This limitation can be a challenge if the business aims to attract a wider customer base.

Perceived Size

Relying only on a local number might create a smaller, less professional, and outdated impression for your business. This perception might not align with your business’s aspirations or brand image.

Call Costs for Customers

Local calls within the same area code might not incur additional charges. However, customers outside that area might face long-distance charges, potentially discouraging them from calling.

Scalability Challenges

If you are planning to expand your business, you might find it cumbersome to do so. Changing your local phone number or getting new local numbers in every area you target can become a challenge.

Zero Additional Features

Due to the analog nature of numbers, there are zero features associated with these numbers, limiting the customer’s communication experience. Simple features such as viewing call forwarding and call waiting are also not supported by numbers.

Should You Get a Toll Free or Local number for Your Business?

The decision to choose between a toll free or local number ultimately depends on your objectives and target audience. While you make your decision, considering the given points can help you choose wisely:

Business Nature

If your business operates primarily on a larger scale, a toll free number could be the right choice. On the contrary, if local connections are crucial for your services, a local number might be better.

Target Audience

Understanding your target demographic is key. If your customers are spread across the country, a toll free number could enhance accessibility. Conversely, for businesses deeply rooted in a specific community, a local number might foster stronger connections.

Brand Image

Consider the image you wish to portray. Is your aim to appear larger and more established? Or do you want to emphasize a local and personalized touch.

The Verdict

There is no one-size-fits-all answer. Toll free numbers offer scalability and flexible communication between agents and customers. This feature gives your business a technological advantage, securing your position in the future market. While both options can be beneficial, getting a toll free number for your business can save you costs exponentially, while giving you access to premium features and unlimited scalability.

Choosing the right business phone number, be it a toll free number or a local number, can significantly impact your customer interactions and overall brand perception. If you wish to get toll free numbers for your business, feel free to reach out to our experts’ team via calls at 1888 859 0450.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Acefone Editor

Author

Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

Top 5 Quality VoIP Phone Services with Latest Call Recording Features

Yukti Verma

Author

Voice - VoIP

June 19, 2024

8 mins read eye

Table of content

In the business ecosystem, customer experience (CX) forms the heart of the relationship between a company and clients. According to a study, 49% of your customers might leave you due to poor experiences. Hence, you need to prioritize strategies that enhance customer interactions.

One powerful tool to improve CX is call recording. These recordings can help you analyze each interaction and formulate steps for betterment.

With the advent of VoIP technology, recording customer calls and extracting the necessary insights from them has become significantly easier. Most good quality VoIP phone service provider offer call recording as a part of their plans.

However, with so many solutions available in the industry, which are the most effective? Moreover, which call recording functionalities will fulfill your operational requirements?

Let’s answer a few popular questions about VoIP call recording.

What is VoIP Call Recording and How Does it Work?

Call recording is a prominent feature of modern VoIP phone systems that enables users to record incoming or outgoing business calls. Your employees can record their interactions with customers automatically or manually. After the call ends, the recordings are saved and can be accessed from a searchable cloud storage database.

Here is how VoIP calls are recorded and stored:

VoIP Call Recording

Step 1: VoIP phones use the analog-digital-analog framework and make calls by breaking the voice data into digital packets to transmit them via the internet.

Step 2: The call recording feature captures these specific data packets from the VoIP network traffic. It then filters out any unrelated data, ensuring only the conversation is saved.

Step 3: The extracted audio data is stored in a digital file format like MP3 or WAV on a designated storage system.

Step 4: After that, you can easily access and manage the audio files from a single dashboard.

Call recording is available as a part of a four-feature suite in most quality VoIP phone services. The complete package also contains call monitoring, call barging, and call whispering.

Why Record VoIP Calls?

Recording customer interactions can unlock a treasure trove of benefits for your business. From boosting customer service to streamlining training, here’s how leveraging your call recordings can help you enhance efficiency:

1. Quality Assurance and Coaching

As a supervisor, you can leverage call recording to objectively assess your teams’ performance. With these assessments, you can create targeted coaching and development plans, ensuring your team consistently delivers exceptional customer experiences. The recordings can also help you identify areas where the agents excel, allowing you to share best practices across the team.

2. Onboarding New Hires

Immersing new hires in real-world scenarios can help make their onboarding more efficient. Through call recordings of past customer interactions, you can showcase best practices in communication and enhance their product knowledge. Additionally, new agents taking over existing customer accounts can use the recordings to quickly catch up with the details.

3. Dispute Resolution

Call recordings provide an impartial record of customer interactions, proving invaluable in resolving disputes. Hence, they can help de-escalate situations and provide a clear picture of what was discussed. Especially in industries with specific regulations regarding customer interactions, call recordings can serve as proof of your compliance with those regulations.

4. Legal Compliance

As a Voip healthcare professional, complying with HIPAA guidelines when interacting with patients can be a challenge. VoIP call recording functionalities can help you ensure legal compliance and mitigate risk within your healthcare practice.

Firstly, you can configure auto-announcement about the call recording in your VoIP phone systems. This way, you can get informed consent from the patient at the outset. Secondly, these systems offer secure cloud storage with encryption, safeguarding Protected Health Information (PHI) in accordance with HIPAA regulations. This comprehensive approach simplifies compliance and protects both your patients’ privacy and your practice’s legal standing.

What Makes a Good Quality VoIP Phone Service?

Now you understand more about the nitty-gritty of VoIP call recording and how it can improve customer interactions. However, there are many quality VoIP phone service providers with different offerings, Quality of Service (QoS), and pricing plans.

So, how do you find a provider that suits your business needs?

Let’s look at a few basic attributes you must keep in mind while selecting your next service provider:

1. Extensive features:

To start with, we recommend choosing a solution with state-of-the-art recording, management, and storage. Here are some features to look for:

Flexible configurations: A significant functionality to look for in your VoIP communication solution is adjustable configurations. Your employees should be able to record calls on-demand or automatically based on the requirement. They should also be able to start, pause, and stop recording while on the call, without any hassle.
Live monitoring: As a manager or supervisor, you might need to monitor customer calls for quality assurance or training. Hence, your VoIP communication solution should offer call barge and call whisper functionalities to ease collaboration.
Call disposition: With call disposition, you can categorize your calls with keywords like sales inquiries and support issues. This simplifies call review, improves agent performance tracking, and lets you identify customer trends – all leading to better decision-making.
HD voice: Your VoIP communication solution should offer crystal-clear call recordings with HD Voice. This way you can capture every detail of your conversations. With all the details, it gets easier to review calls, identify areas for improvement, and provide better customer service.
Data security: A secure call recording storage is your conversation archive. It lets you access past interactions whenever needed, facilitating smoother dispute resolution, improved customer service through informed follow-up, and even training based on real call experiences.

Most VoIP providers allow free storage for a certain period (6-13 months). After that, you can either download them or pay extra to keep them longer. Make sure you choose a provider offering maximum security and storage duration at an economical price.

2. Higher Uptime:

Reliable uptime is mission-critical for any business. A VoIP provider with a near 100% uptime (like Acefone) can help you ensure minimal service disruptions. This way, you minimize the risk of missed calls and potential revenue loss. Ultimately, fewer missed calls lead to a more productive workflow for your team and a better customer experience.

3. Excellent customer support:

To ensure peace of mind for yourself and your team choose a reliable VoIP provider offering 24/7 support. This is because with support-oriented solutions like Acefone, you have experts ready to troubleshoot and solve your problems. All you have to do is to reach out to them via call, chat, or email.

With instant resolution available 24/7, you can prevent unnecessary delays and downtime, and keep your customers happier.

4. Affordability:

While a feature-rich service might be tempting, it’s crucial to ensure its cost aligns with your resource budget. Make sure the providers you are considering offer a range of plans with varying features and pricing structures. By matching your needs to your budget, you will be able to optimize efficiency without carving a hole in the company’s pocket.

Top 5 Quality VoIP Phone Services for Call Recording

Best VoIP Phone Services

1. Acefone

Acefone is a leading cloud communications solution provider with over 5,000 happy customers worldwide. With Acefone’s comprehensive solutions, you get high-quality VoIP phone services along with advanced call functionalities like call barge, whisper, live monitoring, and an easy-to-use recording system.

Popular Features

Automatic recording
Call announcement
HD voice
Call whisper
Call barge
Voicemail to email
Recording management on a single dashboard
Detailed reports

Pricing

Business: $14.99 per user, per month + $5 per user, per month add-on charge for call recording (3-users minimum)
Premium: $16.99 per user, per month (3 users minimum) Compare plans

Free Trial

Available on all plans (Get yours now)

Best for

Acefone’s cloud telephony solutions are the right fit for startups, small businesses and enterprises looking for a comprehensive and economical cloud-based business communication solution.

2. Nextiva

Nextiva is an all-in-one business communication platform that offers a suite of tools designed to streamline operations and enhance customer engagement.

Popular Features

On-demand and automatic call recording options
Call barge-in
Free storage for 6 months
Call analytics

Pricing

Essential: $18.95
Professional: $22.95
Enterprise: $32.95

Call recording is included only in the Enterprise plan.

Free Trial

Not Available

Best for

The Enterprise plan (only one inclusive of the recording feature) is ideal for companies with larger teams and higher budgets.

3. RingCentral

RingCentral offers a cloud-based UCaaS (Unified Communications as a Service) solution that scales with businesses of all sizes.

Popular Features

On-demand and automatic call recording options
Default or custom call recording announcements
Call monitoring
Call recording
Call forwarding

Pricing (Phone System)

Core: $20 per user, per month
Advanced: $25 per user, per month
Ultra: $35 per user, per month

The Core plan includes only on-demand call recording, where the admin with phone system permissions must manually start and stop the recording. The Advanced and Ultra plans include both automatic and on-demand recording functionalities.

Free Trial

Available for 14 days

Best for

Medium and large businesses looking for a comprehensive communication solution.

4. Vonage

Vonage offers a scalable cloud-based phone system for businesses. You can choose from over 50 built-in features and add on extras like call recording to create a tailored solution for your company’s needs.

Popular Features

Automatic and on-demand call recording
Call tagging
Call monitoring
Password protected recordings
Detailed call logs on demand

Pricing (Unified Communications Solution)

Mobile: $13.99 per month, per line
Premium: $20.99 per month, per line
Advanced: $27.99 per month, per line (+ $4.99 per month for on-demand call recording)

Vonage offers call recording in 2 plans. For small team requirements, you can get it as an add-on with the Advanced plan. Alternatively, for higher volume recording needs, you can opt for their VBC Company Call Recording suite at $ 49.99 per month.

Free Trial

Not Available

Best for

Enterprises with large teams.

5. Dialpad

Dialpad is a cloud-based communication solution that offers call, text, and video meeting functionalities on a unified hub. The platform leverages AI to provide features like real-time call transcription and coaching to help improve customer interactions.

Popular Features

Automatic call recording
Call and voicemail logs
Real-time voice transcription and sentiment analysis
Call parking
Call barging, whisper and takeover

Pricing

Standard: $15 per user, per month
Pro: $25 per user, per month
Enterprise: Contact for quote

Free Trial

Available for 14 days

Best for

Small, medium, and large enterprises.

Conclusion

VoIP Call recording can help you gain key insights into interactions, improve agent performance, and build a happy customer base. With the list of 5 good quality VoIP phone service providers mentioned above, you can maximize the benefits of call recording, storage, and management. Want to learn more about the benefits of VoIP call recording for your business? Talk to the experts at Acefone today!

Frequently Asked Questions (FAQs)

VoIP prices differ according to service providers. Acefone offers quality VoIP phone services at flexible plans starting from $10.99/ user/ month.

You can record a VoIP call either through third-party recording software or a comprehensive cloud telephony solution. Third-party software is suitable if you have an established VoIP infrastructure without call recording functionality. However, if you are starting afresh, a comprehensive cloud-telephony solution like Acefone will be the best. This is because you can make and record calls and save the recordings using a single platform.

Recording your VoIP calls can help you monitor the quality of customer interactions, implement improvement frameworks and train new executives.

Yes, you can easily monitor ongoing and past VoIP calls. For monitoring interactions in real time, you will require features like call whispering and barging. For past interactions, you can review and analyze call recordings.

The duration for call recording retention differs according to providers. At Acefone, your recordings are stored for one month without any charges. After that, you can purchase the storage for extended use.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

VOIP Calling Vs WiFi Calling: What’s the difference?

Ritwik Raj

Author

Voice - VoIP

June 12, 2024

8 mins read eye

Table of content

It’s 2024 and we’re a long way from signal fires and drums being used for communication. From 1800s to the present, telephony has continuously evolved to achieve smoother and faster communication.

A journey that began with landlines connected through copper phone lines has reached a frontier that allows wireless calling through portable devices. You can now connect with people through WiFi calling or VoIP calling, using the internet as a medium.

VoIP and WiFi calling have become immensely popular in the global market, however, there is still some confusion around how they work.

While there are some similarities in both the calling methods, they are still not the same. Hence the question arises:

“VoIP vs WiFi calling- what is the difference?”

Let’s explore them one by one.

What is VoIP Calling?

VoIP Call Technology

Voice over IP calling aka VoIP calling works on Voice over internet protocol (VoIP) as its working mechanism that allows you to attend calls through the internet from any device. It converts your voice into small data packets, prioritizing the voice data over other data traffic for crystal clear calls.

VoIP is an umbrella technology that consists of VoIP phone services, virtual numbers, APIs and several more services to make calling a smooth experience for everyone. It uses an analogue-digital-analogue calling mechanism for better calling experience.

Advantages of VoIP Calling

Cost-effective: VoIP calls are significantly more economical than traditional landline calls, especially for long-distance or international calls.
Flexibility: You can use VoIP services on various devices, including desktops, smartphones, and tablets. This allows your agents to have more flexibility.
Advanced features: Advanced VoIP solutions offer features like call forwarding, voicemail, and conference calling, often at a lower cost than traditional phone systems.
Scalability: VoIP can easily be scaled up or down to meet your company’s changing communication needs.
Integration: You can integrate a VoIP solution with other business applications, such as CRM and customer support systems, improving efficiency.

Disadvantages of VoIP Calling

Internet dependency: VoIP relies on a stable internet connection, which can be a disadvantage in areas with poor internet coverage or during internet outages.
Technical complexity: Setting up and configuring VoIP systems can be more complex than traditional phone systems. You may require expert support.

Check out this blog: What is a VoIP Phone System? A Beginner’s Guide for 2025

How does a VoIP call work?

VoIP calls begin with a standard phone call made from either a computer or a smartphone through a VoIP application. As soon as you begin speaking, the microphone capturing your voice converts it into electrical signals. Once converted, an analog-to-digital converter (ADC) slices these signals into small data packets for transmission.

The cloud hosted PBX then compresses these data packets further to prioritize their transmission over other data like emails, media, etc. Upon reaching the other end, the recipient’s ADC converts the small data packets back to your voice signals, which is then played by the speakers.

What is WiFi Calling?

Wi-Fi Calling

Voice over WiFi (VoWiFi) aka WiFi calling refers to calls made through a WiFi connection instead of your mobile network carrier. WiFi calling has become a popular communication channel that doesn’t require physical phone lines or specific applications.

Most modern smartphones are compatible with WiFi calling and have it as a built-in feature for use. They can be easily activated with a single toggle button, allowing you to make calls without relying on your cellular provider’s network.

Advantages of WiFi Calling

Better coverage: WiFi calling can provide better coverage in areas with a weak network.
Clarity: WiFi calling offers clearer call quality than traditional calling, especially in areas with poor coverage.
Integration: WiFi calling can be integrated with other WiFi-enabled devices and services.

Disadvantages of WiFi Calling

Requires WiFi feature: WiFi calling requires you to have the feature available on your network.
Compatibility: WiFi calls may not be compatible with all devices or carriers.
Limited features: WiFi calling doesn’t have specialized features for businesses.
Security concerns: WiFi calling can be susceptible to security risks if the network is not secure.

How does a WiFi call work?

VoWiFi or WiFi calling uses your existing mobile service over a WiFi network. It uses your WiFi network instead of cellular towers for making and receiving calls. If you’re connected to the WiFi and your cellular network is weak, your device will utilize the VoWiFi technology to initiate the call.

Here your voice is converted into data packets just like a VoIP call, however, these packets travel across your mobile carrier’s infrastructure to reach the recipient’s phone number.

Difference between VoIP and WiFi calling

Given the extensive usage of VoIP as well as WiFi everywhere, we must understand how they differ. Acquainting ourselves with their unique capabilities allows us to determine which of the two is better for our specific communication requirements.

Comparison chart of wifi & VoIP Calling

VoIP vs. WiFi Calling: Choosing the Right Channel

Even though both of the calling methods are somewhat similar in nature, they cater to two different use cases and market segments.

Here are some of the factors that help determine which among VoIP vs WiFi calling service to get for your unique use case:

1. Calling Nature

The most important factor to consider is the nature of your daily calling. Since WiFi calling requires attending calls with your existing number, within the same coverage area, it ideally fits the requirements for personal calling.

On the other hand, VoIP calling can hold fluent local and international calling without revealing your phone number. It offers deep call insights and live monitoring and reports. Therefore, it is more suitable for business communication.

2. Network Coverage

Your location stands as one of the primary determining factors when choosing between VoIP vs WiFi calling. Go for Wifi calling for areas with poor cellular services, if you have an active WiFi connection. It will serve as a replacement for your cellular calling and maintain communication consistency.

Whereas VoIP calling can be a viable option for areas with business communication as VoIP phone services are more scalable than regular calling. You can make and receive international calls through virtual numbers at a fractional rate, yet with more calling functionalities.

3. Cost-Effectiveness

WiFi calls that seem free at first might cost you significantly more than regular calls. While the calls themselves do not incur any charges, the data used to make such calls isn’t free. Regardless of your cellular service provider, data consumed through WiFi is quite hefty when compared to VoIP plans tailored for large call volumes.

There are plenty of VoIP phone providers that offer flexible and pay-as-you-go plans on a user-count basis for high quality VoIP calling at cheap rates.

4. Features

VoWiFi offers similar calling capabilities to your regular calling like voicemail, caller ID, etc. to maintain basic calling functionality without significant cellular coverage. Business VoIP, however, offers various features such as call recording, analytics, live monitoring, reporting, IVR, etc. to provide rich communication experience. If your communication requires extensive monitoring and functionality, VoIP calling services are your go-to-option.

The Bottom Line

Once you have considered all the factors involved in VoIP vs WiFi calling, you can opt for the method that resonates the most with your requirements. Keep in mind of your location, calling nature, and budget before selecting either of the two calling services.

If you need to make domestic calls through your phone number, WiFi calling is the ideal solution for you. If your calling communication requirements lie with contacting people and organizations from overseas, handling larger call volumes, VoIP calling is the right service for you.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

How Do I Setup my Hosted VoIP Phone System in 5 simple steps

Ritwik Raj

Author

Voice - VoIP

May 31, 2024

8 mins read eye

Table of content

Several factors drive small businesses away from traditional phone systems, from outdated technology to complex management.

On the contrary, hosted VoIP systems offer benefits like better call quality, improved mobility, and flexible subscription plans.

If you’re a small business planning to get a hosted VoIP system, this guide is just for you. We have assembled steps to set up hosted VoIP systems for small businesses and the essentials needed for them.

What is a hosted VoIP system?

A hosted VoIP system, also known as a VoIP phone system, uses the Internet to make and receive calls, eliminating the need for traditional landlines. It converts your voice into digital data and breaks it into small data packets, which the VoIP system transmits quickly over the Internet.

On the receiver’s end, it reassembles the data packets into voice data and plays it via the speaker. VoIP technology lets you make calls from anywhere worldwide using an internet-enabled device. It ensures seamless communication regardless of your business location.

Switching to a business VoIP system offers significant cost savings compared to traditional PBX setups. It also provides greater flexibility, enabling remote work and global connections. You can access advanced features like call forwarding, call routing, call recording, voicemail-to-email, and conference calling.

VoIP systems also deliver a superior customer experience, making communication more transparent and reliable. VoIP systems are efficient solutions that adapt for businesses aiming to streamline their operations and reduce communication expenses.

Role of Hosted VoIP Systems for Small Businesses

VoIP phone systems have become the foundation of communication in the modern world. With advanced functionalities, they have changed virtual communication for everyone, especially the new players.

Hosted VoIP systems let you make high-quality calls with minimal disruptions and jitter. They also give you access to multiple communication channels (chat, email, and video conferencing) through a single platform, making conversations wholesome and efficient.

If you wish to learn more about VoIP phone systems, visit our VoIP Phone System Beginner’s Guide for 2025.

Setup Hosted VoIP Phone System

What do you need for Hosted VoIP systems?

To take advantage of this, you must first investigate the preparations for setting up VoIP systems. Here are the key elements needed for VoIP installation.

High-Speed Internet connection

An Internet connection is the first and obvious requirement for VoIP systems. It is the backbone for all VoIP-based communication, voice calls, video, chat, or email. It would help if you had a reliable and high-speed Internet connection for your office devices.

Compatible VoIP Service Provider

Before partnering with one, create a list of potential VoIP service providers. Jot down their offerings and services, matching them with your business requirements. Then, identify providers that seem most compatible with your needs.

VoIP Compatible Devices

For more precise and easier communication, you’ll need essential devices like desktops, laptops, mobile phones, and headsets. Such devices are generally present in most office setups, and you may not need to make any drastic changes.

VoIP numbers

Voice over IP phones, aka VoIP phone numbers, are entirely virtual in nature. Toll free numbers, local numbers and vanity numbers are some of the popular types of VoIP numbers that businesses use. They are crucial for hosted VoIP systems, enabling precise and flexible communication between you and your customers.

Data Priority

Enabling your network’s Quality-of-Service (QoS) settings will allow you to prioritize voice data over others. This prevents delays and interruptions in business communication and provides sufficient bandwidth for quality calls.

Network Security

Unlike landlines, hosted VoIP systems require a secure network environment to safeguard your information. You must ensure your chosen service providers have robust network firewalls. They must meet industry standards to protect you against data leaks and safeguard sensitive information.

Hot to set up a Hosted VoIP System in 5 simple steps

Now that we have the prerequisites, let’s set up your small business phone system.

Step 1: Setting Up Network Bandwidth

The process of VoIP installation begins with getting a high-speed Internet connection. VoIP calling needs a stable and fast connection to ensure high-quality interactions and avoid choppy audio. Experts recommend a minimum speed of 90-100 kbps* to attain standard voice quality for VoIP calls. However, this speed multiplies if you’re using multiple VoIP phones for your teams.

Internet speed for VoIP

Source: What internet speed is needed for VoIP? – Structured Communications

Step 2 Determine Active Users

Determining the number of active users helps identify multiple factors while setting up your VoIP systems. They are crucial for optimizing team performance and ensuring seamless communication with customers.

While a team size may be certain, the number of VoIP users shall change occasionally, given the business requirements. Your active users further dictate the licenses required for your business VoIP system, impacting your resource management.

Step 3 Purchasing the VoIP plan

Choosing a compatible provider for your business gives you the tools to simplify and streamline communication. Look for providers that have flexible VoIP subscription plans and offer the required features. Most providers provide user-based or minute-based subscription plans. While user-based plans are more suitable for enterprises, minute-based plans work well for smaller teams.

Acefone is a licensed offers you both models of VoIP subscription plans to cater to all sizes of businesses.

Step 4 Implementing VoIP systems

Setting up a hosted VoIP system is as easy as installing any other software. While some systems require downloads and installations, Acefone provides web-based applications that are accessible directly through your browser. With Acefone’s hosted VoIP system, you only need to log in to the portal to use it.

Step 5 Registering Users & Devices

After subscribing to a hosted VoIP system plan, you can easily create as many user extensions as required. You can add the required roles matching your active users and assign them with relevant data access. For example, higher roles can have greater access and permissions, while lower roles have limited actions.

Troubleshooting Setup Issues

Businesses often encounter issues that require troubleshooting while setting up a VoIP system. Some common problems include:

1. Insufficient Internet Bandwidth

VoIP systems rely heavily on Internet connections to transmit voice data. If your business lacks adequate network bandwidth, it can result in dropped calls, delays, and choppy audio. This problem is widespread in businesses with high concurrent usage or areas with limited internet speeds.

It is critical to assess your current internet connection and upgrade to a plan that supports your VoIP needs. Implementing Quality of Service (QoS) settings on your router can prioritize VoIP traffic.

2. Matching Existing Infrastructure

Not all existing hardware, such as desk phones, headsets, or PBX systems, may be compatible with VoIP. You may need to invest in new VoIP phones, adapters, or software to bridge the gap. Without these upgrades, integrating a VoIP system can cause disruptions. Assess your infrastructure and discuss requirements with your service provider to avoid unexpected costs.

3. Network Configuration Issues

Network-related challenges often arise from improperly configured routers, firewalls, or switches. VoIP systems use specific ports and protocols to flow through the network firewall. Failure to configure these settings properly can block VoIP calls or degrade performance. Analyse your network thoroughly and coordinate with your VoIP provider to successfully deploy the VoIP system.

4. Lack of Expertise

If you’re short on IT staff, you may find the technical aspects of VoIP installation overwhelming. Provisioning devices, managing SIP settings, and troubleshooting issues are areas where you need technical expertise. Hiring external consultants or selecting a provider with robust onboarding support and 24/7 customer service can ease the transition.

5. Number Porting Delays

Number porting refers to moving existing business phone numbers to a VoIP system. It can take several days or weeks to complete this process, depending on the service provider and current carrier. Businesses must plan to avoid downtime and inform customers and stakeholders about temporary numbers if necessary.

6. Call Quality Problems

You are prone to experience jitter, latency, and packet loss when there’s a delay in data packets or transmission loss. This often happens on congested networks. Installing jitter buffers, optimizing network settings, or using a dedicated Internet connection for VoIP can resolve these issues.

7. Security Concerns

VoIP systems can be targets for cyber threats like eavesdropping, toll fraud, or DDoS attacks. You risk exposing sensitive information without proper security measures—end-to-end encryption, strong passwords, and regular software updates. Choose a provider with multi-layered security protocols, network firewalls and intrusion prevention systems to mitigate these risks.

8. Training and User Adoption

Switching to a VoIP system often requires employees to adapt to new hardware and software. Without adequate training, employees may struggle to use features like call forwarding, conferencing, or voicemail. This can lead to frustration and reduced productivity. Offering hands-on training sessions, video tutorials, assisted onboarding, and ongoing support ensures smooth adoption.

9. Growth Challenges

Businesses that fail to plan for future growth may find their VoIP system insufficient as they add more users or features. Pick a service provider offering flexible solutions, like tailored user plans or add-ons. If they ensure the system can grow with your business without requiring costly upgrades, even better.

10. Vendor Selection Issues

Not all VoIP service providers offer the same level of service or features. Some may lack robust customer support, while others might not provide key functionalities. Carefully evaluate them based on reviews, features, and scalability options and select one that aligns with your business needs.

The Next Steps

After the complete VoIP system setup, you can communicate with your service partner to arrange training sessions. Although most hosted VoIP systems are easy to understand and use, dedicated training/ onboarding sessions may help you get things moving even faster.

At Acefone, we provide dedicated onboarding partners who walk you through the entire program step by step. From setting up your account to making the first call, our experts are available 24/7.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

Traditional Phone vs Hosted VoIP System for Modern Enterprises

Ritwik Raj

Author

Voice - VoIP

May 21, 2024

8 mins read eye

Table of content

voip phone vs traditional phones

With telecommunications technology soaring through the sky, enterprises need a communication system that is reliable, scalable, and cost-effective. In one hand we have traditional phone systems (landlines), which rely on analog signals and physical wiring.

On the other hand, Voice over IP (VoIP) phone systems are transforming enterprise communication by using the internet to make calls, offering several advantages over traditional calling. Let’s explore the surge of VoIP adoption and its transformative impact on business operations.

Check it out: What is s VoIP Phone System?

How Traditional Phone Systems (Landlines) Work?

Landline phones rely on a closed network of physical phone lines to transmit voice calls from one location to another. They have been around for decades, completely unchanged, with the same features and difficulties since their launch.

With each call, a landline converts your voice into analogue signals, transmitting them over underground copper wires to a Private Branch Exchange (PBX). This PBX routes the analogue signals to the recipient’s landline phone, where the earpiece converts these signals back to your voice.

How Do Hosted VoIP Work?

Hosted VoIP phone system work vastly differently from traditional phone systems. When you make a call using a VoIP phone, your voice is converted into long wave like electrical signals. Once converted, the ADC chops the signals into small data packets to transmit using VoIP technology.

The VoIP hosted PBX routes the data packets to the designated VoIP phone (recipient), where the data packets are converted back to your voice. The receiving VoIP phone/ regular phone rings or notifies the recipient of the incoming voice call, completing the call.

Read in depth how VoIP phones work “What are VoIP Phone Services” here.

Why Hosted VoIP Business Phone are suitable for Modern Enterprises?

There are several upsides and only a handful of downsides to using VoIP systems for modern enterprises. Here are a few of the most important advantages of VoIP:

Cost-effective:

VoIP systems can be significantly less expensive than traditional phone systems. VoIP phones eliminate the need for expensive copper wiring and PBX hardware. Furthermore, the cost of transferring data across the internet is far less than transmitting signals over copper-wired lines.

Scalable:

Hosted VoIP is easily scalable to meet the needs of growing businesses. You can add or remove user extensions at a single click. On the contrary, traditional phone systems need to add new physical lines to add new users or vice versa.

Flexible:

VoIP business phones offer a wider range of telephony features than landlines. Features such as voicemail, auto attendants, IVR, real time monitoring, call conferencing, call forwarding and more. These features can improve the efficiency of your enterprise’s communications.

Mobility:

VoIP allows employees to make and receive calls from anywhere with an internet connection. This gives businesses with remote or mobile workforces a major upper hand than those with landlines.

Limitations of Traditional Phone Systems

Scalability:

Adding or removing phone lines requires handling physical copper wire, which can be expensive, complex, and time taking.

Limited Features:

Landlines offer basic functionalities like call waiting and voicemail and lack advanced features such as video conferencing and call forwarding, available in VoIP systems.

Immobility:

Landlines are restricted to the location of their installation. The chances of you missing out on business calls while on the move are close to 100%.

Are VoIP Phones Right for Your Business?

VoIP phone systems are a great solution for enterprises in most situations. Here are a few factors to consider before making the switch to VoIP:

Network Infrastructure:

Hosted VoIP systems require a strong and reliable internet connection to operate. Analyze your existing internet connection to ensure you get consistent connectivity for your calls. Go for business-grade internet connections to avoid call latency, call drops, jitter and disrupted calls.

Identify Your Needs

Make a list of the call functionalities, number of users, virtual numbers and other features you currently need for your communication operations. Once you complete the list, begin prioritizing the ones you find most important and look for VoIP providers that offer the services and features you need.

Security:

Look for VoIP providers who offer strong data encryption and multi-layered network firewalls for their services. It is important to choose a VoIP provider that offers a secure system.

Costs:

Consider both upfront costs and ongoing monthly fees to see whether the VoIP phone service fits your budget or not. Check out the installation fees, license fees, maintenance fees, and other additional charges (if any).

Future Scalability:

Be sure to look for VoIP monthly plans that can accommodate the future growth of your business and evolving usage needs. Search for options like Pay-as-you-go plans and flexible contracts.

If you are considering switching to a Hosted VoIP system, be sure to do your due diligence and choose a VoIP provider that can meet your enterprise’s needs.

The Bottom Line

Traditional phones have served us well, but the future of communication is undeniably moving towards a digital front. Hosted VoIP business systems offer us a powerful concoction of cost-effective plans, scalable solutions, flexible calling, and advanced telephony features that traditional phone systems simply can’t match.

So, why wait? Take the leap into the future of communication and unlock the potential of VoIP for your enterprise.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

Reviews

0(0)

Ritwik Raj

Author

7 Must-Have Features for your hosted contact center

What is a hosted contact center?

7 Must-have features for hosted contact centers

Interactive Voice Response (IVR)

Automatic Call Distribution (ACD)

Skill-Based routing

Call Recording

Call Tracking & Monitoring

CRM Integrations

Real-Time Analytical Reports

Getting a hosted contact center solution for your business

How to start a hosted contact center

What is contact center experience?

What is the difference between cloud contact center and hosted contact center?

Why move to cloud contact center?

What is a cloud hosted phone system?

Top picks for you

Why are VoIP Phone Systems considered important for call centers

What is a VoIP Phone System?

How do VoIP Phones Work?

Why are VoIP phone systems Important for Call Centers

Cost Savings

Work Flexibility

Diverse Features

Collaboration

Agent productivity

The Bottom Line

Frequently Asked Questions

Why is technology important in a call center?

What VoIP technology do call centers use?

What is the future of call centers?

What devices are used in call centers?

Is a VoIP phone system difficult for call centers to maintain?

Top picks for you

Choosing the Right Phone System: Hosted vs On-Premises for Small Businesses

What is the importance of an efficient small business phone service?

What are the best small business phone systems?

Hosted Phone System

Pros of Hosted Phone System

Cons of Hosted Phone System

On-Premises Phone System

Pros of On-Premises Phone System

Cons of On-Premises Phone System

Which is the right phone system for your Small Business?

Top picks for you

Are 0345 Numbers Free To Call? Do You Need 0345 Numbers

What is a 0345 Number?

UK Wide Presence

Flexibility and Scalability

Improved Customer Experience

Which Companies Use 0345 Numbers?

Large corporations

Government agencies

Financial institutions

Utilities

How Much Does a 0345 Number Cost?

Are 0345 Numbers Free to Call from Mobile?

Does Your Business Need a 0345 Number?

National reach

Call costs for customers

Branding and memorability

Existing infrastructure

The Takeaway

Top picks for you

Choosing Between UCaaS and Cloud Based PBX for Your Business

Understanding Cloud Based PBX

Exploring Unified Communication as a Service (UCaaS)

UCaaS vs Cloud Based PBX: What They Offer Your Business?

Choosing The Right Cloud Based Solution For Your Business

Summing Up

Top picks for you

Toll free vs Local Numbers- Which one is best for my business

What is a Business Toll Free Number?

What is a Local Number?

Pros of 1800 Numbers

Professional Image

National Availability

Easy to Recall

Marketing Campaigns

Customer Services