What is a Virtual Phone Number? A Complete Guide

Yukti Verma

Author

Contact Center

February 28, 2025

10 mins read eye

Table of content

Customer behavior has drastically changed over the years. Their expectations have grown tremendously, especially when it comes to experience. According to a recent study, 86% of customers say they would leave a brand after even a single bad experience. Hence, improving communication has become integral to enhancing customer experience.

Out of the various channels of communication, calling still remains one of the most popular. To ensure seamless incoming and outgoing calls, you need a phone setup and more importantly, a virtual phone number.

In this article, we will discuss the main points to keep in mind while procuring a Virtual Number. But first, let’s understand the functioning of virtual numbers and how they fit into a business.

What is a Virtual Phone Number?

As the name suggests, a virtual number is a phone number used to make business calls without any physical identity attached to it. When deployed intelligently, these numbers aid in revenue generation and improve customer loyalty. Unlike wired telephony services, virtual mobile numbers operate through the Internet with voice over internet protocol (VoIP) technology. They can route calls to a variety of telephone numbers like landlines and mobile.

Cloud-based virtual phone systems offer a wide range of solutions and products. Since the cloud isn’t limited to the product portfolio, it offers a myriad of features alongside virtual number solutions. An efficient Interactive Voice Response (IVR) can be easily paired up with your number. This is the perfect combination for any size and type of business.

Although virtual numbers are generally packed with features, the variety offered fluctuates across service providers. Needless to say, you should opt for numbers that present robust features like IVR integration, auto-attendant, comprehensive reporting and automatic SMS alerts.

Virtual Vs. Regular Phone Number: What Is the Difference?

Understanding the key differences between virtual and regular phone numbers can help you choose the right solution for your needs. Here are a few:

Feature	Virtual Phone Number	Regular Phone Number
Technology	Cloud-based, operates over the internet	Traditional landline or mobile network
Device Dependency	Can be used on any internet-enabled device (PC, mobile, VoIP phone)	Tied to a physical SIM card or landline
Mobility	Accessible from anywhere with an internet connection	Limited to a specific device or location
Call Forwarding	Easily forwards calls to multiple numbers or devices	Usually forwards to only one number
Scalability	Easily scalable for businesses without extra hardware	Requires additional lines and hardware for scaling
Cost	Often more affordable with flexible pricing plans	Can be expensive with fixed contracts and higher call rates
Features	Advanced features like IVR, call recording, analytics, and AI-powered routing	Basic calling and voicemail features
Setup Time	Quick and hassle-free, no physical installation needed	Requires SIM activation or landline installation
Best For	Businesses, remote teams, and global operations	Personal use and local businesses

Why Are Virtual Numbers Gaining Popularity?

The demand for virtual numbers is increasing at a rapid pace, and for good reason. Businesses across various industries are embracing them to enhance customer communication, reduce costs, and build a stronger brand presence.

Unlike traditional phone systems, virtual numbers offer unmatched flexibility. They help you establish a local or even international footprint without physical infrastructure.

Read this blog “VoIP Vs Landline” here.

Here’s why more and more businesses are making the switch:

Establishing a Strong Local Presence

Maintaining a local presence is essential for building trust and credibility. Customers are naturally more inclined to call a number that appears local rather than a long-distance or international one. Virtual numbers help you achieve this by offering phone numbers with specific regional codes, creating a sense of familiarity for customers.

This is especially beneficial if you are operating in multiple cities, as you can establish a virtual presence in different locations without opening physical offices.

Significant Cost Savings

One of the most compelling reasons to adopt virtual numbers is the substantial cost savings they provide. Traditional phone systems require separate landlines, additional SIM cards, and expensive telecom infrastructure. All of this can quickly add up.

However, with a virtual number, you can significantly cut down on these expenses. Since calls can be forwarded to any device, employees don’t need separate business phones. This makes it easier and more cost-effective to manage communication. Additionally, for handling high call volumes, you can set up multiple call-forwarding options, ensuring that no customer inquiry goes unanswered.

Enhanced Flexibility for Remote Work

Virtual numbers enable your employees to answer calls from any device, whether it’s a mobile phone, laptop, or desk phone. This ensures uninterrupted communication, whether team members are working from home, traveling, or managing a remote work.

Your team no longer needs to be tied to a specific location to receive business calls, which improves productivity and customer service. Whether an employee is at home, on a business trip, or working from a co-working space, they can seamlessly stay connected with clients and colleagues through a virtual number.

A More Professional Business Image

If you are looking to enhance professionalism, a virtual number is the way to go. With it, you get a dedicated business contact, eliminating the need for employees to use their personal phone numbers. This separation between personal and business communication not only boosts credibility but also ensures consistency in customer interactions.

Sometimes virtual numbers might also come with advanced call management features such as Interactive Voice Response. IVR allows you to set up an automated menu system—like “Press 1 for sales, Press 2 for support”—ensuring calls are routed to the right department efficiently. This structured approach to call handling enhances customer experience and streamlines business operations.

Types of Virtual Numbers Businesses Can Use

Different businesses have different communication needs. Virtual numbers come in various types to cater to these requirements:

Local Virtual Numbers

Local virtual numbers are designed for businesses that want to establish a strong presence in specific cities or regions. These numbers come with area codes such as +91-22 for Mumbai or +91-80 for Bengaluru, giving the impression that the business is locally based.

Toll-Free Virtual Numbers

Toll-free virtual numbers, commonly formatted as 1800-XXX-XXXX, allow customers to reach businesses without incurring any call charges. This makes it easier for your leads to inquire about services, leading to higher engagement and customer satisfaction.

Businesses that rely on customer support teams to handle large call volumes—such as banks, e-commerce platforms, and telecom companies—frequently use toll-free numbers to provide seamless customer service. Since the cost of calling is not a concern for customers, toll-free numbers encourage more inquiries, making them an excellent tool for lead generation and customer retention.

International Virtual Numbers

International numbers offer you a seamless way to expand your presence without the need for a physical office in different countries. You can get virtual numbers with international codes, allowing customers in those regions to contact you easily. .

Vanity Numbers

Vanity numbers are designed to be easy to remember and often incorporate words or patterns that reflect a business’s brand, such as 1800-BUY-NOW or 1800-TRAVEL. These numbers not only enhance brand recognition but also make it easier for customers to recall and dial them when needed.

How to Get a Virtual Phone Number?

Virtual phone numbers are easy to procure and easier to implement with the ‘right’ service and provider. Here’s what you need to look for:

Assess The Type of Virtual Numbers

Cloud telephony providers offer a variety of contact solutions—local, toll-free, and vanity or premium numbers. Local numbers help you overcome geographical barriers by creating a presence in varied locations across the globe. For example, you can buy a local number for Rajasthan while operating your business from Delhi.

Further, customers are motivated to call toll-free numbers as they are free of cost; the charges are borne by the business instead. These numbers usually begin with “get 1800 Number” and are deployed specifically to encourage people to call businesses. Vanity or premium numbers have an even greater recall value. For example, 9988776655 is a promising number, albeit at a higher price.

Focus on Maximum Automation

The main objective while searching for a suitable service is always for smoothened workflows and accelerated automation. Therefore, your virtual number solution should also offer features such as IVR or automatic SMS alerts, allowing you to gather information and resolve queries. Moreover, with intelligent AI, you can improve first call resolution through skill-based routing.

With a multitude of features available, why settle for mediocre service? Make sure you opt for a combination of power-packed features for streamlined operations in your call centers.

Aim for Better Call Management

If your virtual number solution is packaged with the right features, it acts as a sophisticated call-management suite that can better equip you to manage heavy call flows. A robust IVR acts as an auto attendant and lets you transfer, route and forward incoming calls in multiple ways—saving your agents’ time and energy. Managers can also evaluate customer interactions using the analytical dashboard and thereby aim for higher service quality.

Explore Ways to Track Missed Calls

Every missed call is a missed opportunity for your small business telecommunication solutions. While comparing service providers, you should cross-check if the solution is backed by a tracking tool for missed calls. Coupled with automated SMS service, you can receive timely intimation of missed calls and improve your communications.

Employ Comprehensive Reporting

With the advent of omnichannel customer communication, call analytics have become imperative for smoothening your business processes. The dashboard allows you to access every little detail of the virtual number, including call recordings, missed calls and even the quality of answered calls. It also lets supervisors assess their agents’ interactions in real-time, and through comprehensive reports that provide useful insights to improve CX.

Continue Using Your Existing Number

The option to convert your existing business number into a virtual number helps achieve a better work-life balance and also creates a strong brand identity that customers feel confident to reach out to. Additionally, you save on the marketing cost for a new number and you’re able to maintain a certain volume of calls since your number is already saved by the customers. Multiple extensions can be added to the line to streamline the channels further.

Pay Attention to Post-Purchase Support and Assistance

Even with a variety of features in your favor, customer support remains a crucial differentiator for your brand. Offer unlimited customer support by using multiple communication channels—calls, emails and chats. A pleasant CX also implies maximum uptime, ideally no less than 99.99%.

Summing Up

Given the huge demand for cloud telephony solutions in the marketplace, there’s a wide range of service providers to choose from. You can benefit from a virtual number in many ways. However, it is imperative to mindfully choose the best-suited solution since it will act as a single point of contact for your business and facilitate centralized communication. In addition to features, the appearance of your virtual number is also a vital point to be kept in mind while opting for one.

Discover more about virtual numbers with Acefone.

FAQ:

Yes, virtual phone numbers are secure when provided by a reliable phone service. Many providers use encryption, call recording safeguards, and secure call routing to protect customer data. They also implement strong security measures and maintain industry certifications such as ISO 27001, PCI-DSS, and SOC to protect user data. You can use these virtual numbers for outreach, while also managing incoming calls related to support efficiently.

Yes, virtual phone numbers can be traced back to the phone service provider. While you can use them to establish a local presence with local toll-free and vanity numbers, law enforcement can track them if necessary. Despite this, with the right provider, you can remain assured of privacy benefits when making or receiving calls.

WhatsApp may work with a virtual number, depending on the provider and number type. While some local and toll-free numbers can be used, others, such as certain vanity numbers, may not support verification. If you plan on using virtual phone lines for customer interactions, you should check compatibility before integrating WhatsApp with their service.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

What is Missed Call Marketing? How Does it Work?

Acefone Editor

Author

Contact Center

February 23, 2025

6 mins read eye

Table of content

If you’ve ever watched a reality show, chances are you’ve voted for your favorite contestant at least once. A simple missed call service was all it took to make your voice count.

Businesses are using the same concept to engage customers, generate leads, verify orders, conduct surveys, and more. Missed call marketing has become a powerful tool, helping brands connect with their audience seamlessly.

But how does it work? And why are businesses worldwide embracing this strategy? Let’s dive in and find out!

What is Missed Call Marketing?

The rapid growth of smartphones in India has made missed calls a powerful marketing tool. Many businesses these days leverage these services for various purposes – enabling customers to request a callback, collect customer responses and generate leads. Missed call solutions help businesses to carry out market research surveys, customer opinion polls, and customer engagement campaigns without investing additional time and resources.

Unlike conventional survey data collection techniques and opinion poll methods, missed call marketing does not require customers to share a response, feedback or opinion by filling out lengthy information forms. Instead, customers can share information simply by giving a missed call on a specific telephone number.

Businesses can share their missed call number to customers through several channels – websites, mobile apps, display ads, and social networks. Additionally, utilizing tools like The QR Code Generator can provide a convenient way to promote your missed call campaigns. By generating a QR code that links directly to your missed call number or related landing page, you can easily distribute it through printed materials or other offline channels, allowing users to access your campaign seamlessly by scanning the code with their devices. They can also run multiple missed call marketing campaigns and receive a large number of calls simultaneously using an array of easy-to-use campaign management features.

Other than that, you can acknowledge every call with a pre-recorded voice message by integrating the missed call solution with an Interactive Voice Response (IVR) system. These features help you plan, set up, and run missed call marketing campaigns in a short time span.

How Do Companies Benefit from Missed Call Campaigns?

Now that you understand how missed call campaigns work, let’s understand a few ways they can benefit your business:

Free Communication for Customers

One of the biggest advantages of missed call solutions is that they provide customers with a zero-cost way to interact with businesses. Unlike traditional phone calls, where customers might hesitate due to call charges, missed calls ensure that they can connect without incurring any expenses.

Once you receive a missed call, you can automatically store the caller’s information and initiate a callback, making the process seamless and cost-effective.

Expanding Reach to a Wider Audience

Missed calls help you connect with customers who may not have reliable internet access. This is especially useful for reaching potential customers in rural or remote areas where digital penetration is low. With missed call alerts, you can extend your marketing campaigns to a broader audience while also offering landline-based connectivity for those without mobile internet access.

Saving Time and Streamlining Processes

Traditional lead generation and feedback mechanisms often involve time-consuming processes. Your customers might have to fill out lengthy forms or engage in back-and-forth email exchanges. However, with missed call solutions, you can automate these interactions. Customers can simply give a missed call to register for a service, participate in surveys, or receive information about a product.

Additionally, since missed calls provide accurate customer data, sales teams can focus on high-quality leads instead of spending excessive time on cold calls.

Enhancing Brand Reputation and Trust

Prioritizing accessible and hassle-free communication is more likely to help you earn customers’ trust. By offering a simple, cost-effective way for customers to connect, you can position yourself as customer-centric organizations that value convenience. This, in turn, enhances your brand’s perception, making customers more likely to engage with your company.

How to Set Up a Missed Call Marketing Campaign?

Managers can easily set up the campaign on the online portal provided by the missed call service provider using the following steps.

Select a Mobile Number

To get started, campaign managers first need to choose a mobile phone number for their campaign. They can do so by purchasing a mobile number from the service provider. Campaign managers can buy a pool of numbers from the provider where a different number is used for every campaign. Dedicated phone numbers for every campaign makes the campaign tracking process a lot easier. These mobile numbers are different from businesses’ customer service phone numbers.

Purchase the Service Plan

After selecting a business phone number, the next step is to choose a service plan for the campaign. Prices of the plans vary from provider to provider, which is dependent on a series of factors such as the unit price of missed calls, campaign management features and other value-added services.

Configure the Campaign Setting

After purchasing the missed call alert service, the campaign manager is given a web portal to configure his campaign. In this portal, he/she can assign numbers to every campaign, set up an IVR, and create a campaign analysis report. It also provides the facility to activate real-time campaign notifications over email ID or phone number. For instance, every time a caller leaves a missed call, the system immediately sends text with the details of the received call.

How to Track and Measure a Missed Call Marketing Campaign?

Miss call services enable managers to run multiple campaigns at a time. Managers can further track and analyze campaign performance in two distinct ways – instant SMS notification and campaign analysis reports.

Instant notifications help businesses to respond to customers’ callback requests proactively. At the same time, it enables marketers to track campaign progress by fetching campaign analysis reports with a click. These options help businesses to monitor and evaluate the performance of missed call marketing campaigns without putting extra time and effort.

How do Businesses Use Missed Calls?

Both small and big organizations these days use missed calls as a robust alternative to conventional opinion poll and survey data collection methods. The non-profit organizations leverage missed calls to create awareness about social issues, natural disasters, and epidemics. This service allows interested people to connect for a cause simply by giving missed calls to a particular number.

Missed call marketing tool helps to generate quality leads, conduct market research surveys, carry out opinion polls, run customer-engagement campaigns, deliver on-demand information, and boost app downloads. Hence, a business can run missed call marketing campaigns to accomplish a variety of goals. The providers help businesses to leverage missed calls for a variety of commercial purposes without incurring a huge cost.

Leading missed calls providers enables businesses to launch missed call marketing campaigns without investing extra time, effort and resources. In addition to allowing businesses to use their telephone numbers, they also provide options to choose from a set of telephone numbers. The missed call solutions further make it easier for businesses to track missed call campaigns by sending campaign analysis reports and instant SMS notifications.

Want to provide your customers with a missed call alert service? Contact Acefone and start your free trial now.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

What is Inbound Call Center Software? A Comprehensive Guide

Yukti Verma

Author

Contact Center

February 20, 2025

10 mins read eye

Table of content

Every successful business has one common denominator, a happy customer. One of the most important ways to provide your customers with a great experience is seamless communication. That involves taking care of every communication channel, most importantly calls. However, managing calls efficiently can be overwhelming.

Long wait times, missed calls, and inefficient routing frustrate both customers and your team. To deliver fast, effective support and build lasting relationships, you need a powerful call management solution. This is where inbound call center software comes into play. They help you ensure every customer gets the attention they deserve, without the chaos.

In this guide, we’ll help you understand the features, benefits, and future of inbound call center software to help you make an informed decision for your business.

What is an Inbound Call Center?

An inbound call center is a customer service hub where agents handle incoming calls for support, inquiries, or order processing. Unlike traditional landlines, these cloud-based solutions enable remote access, greater scalability, and seamless call management.

When it comes to real-life applications, inbound call software can help you enhance efficiency in multiple aspects of communication. Here are a few most popular use cases:

Customer Support: Set up virtual support stations that help handle routine inquiries, troubleshoot, and resolve issues efficiently.

Order Processing: Assist customers with placing, tracking, and managing orders.

Appointment Scheduling: Book, confirm, or reschedule appointments seamlessly.

Technical Support: Provide real-time assistance for product or service-related issues.

Difference Between Inbound and Outbound Call Software

Feature	Inbound Call Center Software	Outbound Call Center Software
Primary Function	Handles incoming calls from customers	Handles outgoing calls to customers or leads
Use Case	Customer support, inquiries, order status, complaints	Telemarketing, sales calls, customer follow-ups
Call Volume	Typically deals with unpredictable, varied call volume	Manages a high volume of outgoing calls in a set pattern
Key Features	IVR, ACD, CRM integration, call routing, call queuing	Autodialing, predictive dialing, call scripting
Agent Focus	Focus on problem-solving and customer service	Focus on sales, lead generation, or customer engagement
Call Flow	Calls are initiated by customers	Calls are initiated by the business
Real-Time Interaction	High levels of real-time interaction with customers	Limited real-time interaction; often pre-recorded messages or scripts
Scalability	Scalable to handle incoming traffic spikes	Scalable to handle large volumes of outbound calls

Benefits of Using Inbound Call Center Software

Now that you understand how inbound call centers work, let’s look at a few advantages they offer:

Enhanced Customer Experience

Providing your customers with good experience requires a holistic approach. One of the most important pillars is personalization. According to a recent McKinsey study, 71% of your customers expect personalized interactions.

Inbound call center software can help you enhance personalization in every interaction your agents have with customers. By ensuring customers are directed to the right agent, they streamline call management and reduce wait times. These factors significantly improve customer satisfaction and loyalty.

Improved Agent Productivity

Boosting your team’s efficiency is crucial for delivering top-notch customer service. When routine tasks are automated, agents have more time to focus on solving complex issues, which means faster resolutions and happier customers. Plus, more efficient workflows help reduce stress, leading to a more motivated and productive team.

Automation features like ACD and IVR take care of repetitive tasks, allowing your team to focus on issues that require more attention. CRM triggers streamline workflows even more by automating task assignments and follow-ups. Real-time monitoring and feedback also help improve their performance, making sure they continuously provide a high-quality service.

Cost Efficiency

Keeping unnecessary costs in check is important for your business’s growth. Automating routine tasks with inbound call center software can be a big cost saving factor. By automating call routing and enabling self-service options with IVR, you will need less manual labor. This way, you can save big bucks on staffing and resources.

Other than that, cloud-based inbound call software removes the need for hefty upfront investments in hardware and ongoing maintenance costs.

Scalability

As your business grows, you will need to expand and diversify customer service. Most modern inbound call center software services like Acefone’s are easily scalable. Greater scalability means seamless handling of higher call volumes, more customer touchpoints, and expanding teams without sacrificing quality.

This adaptability will help you keep up with changing demands and stay ahead of the competition.

Flexibility

Today’s workforce is more mobile than ever. Tech industry alone has 67.8% of the total employees working from home. A significant proportion of this workforce consists of sales and support teams. Hence, a flexible solution that supports remote and hybrid work environments is the need of the hour.

Cloud-based inbound call software allows agents to work from anywhere, ensuring that customer service doesn’t stop, no matter where your team is.

Key Features of Inbound Call Center Software

The benefits above are achievable owing to the advanced features of the modern inbound call center solutions.

Let’s take a look at the essential features that power seamless communication:

Automatic Call Distribution (ACD)

The ACD is a critical feature for optimizing call flow in inbound call centers. It ensures that calls are efficiently routed to the most appropriate agent or department based on predetermined criteria, such as the customer’s issue type, agent skills, or availability. This minimizes the chances of long wait times and reduces the chances of customers being transferred multiple times.

Interactive Voice Response (IVR)

The IVR is a self-service technology that allows customers to interact with an automated system to complete tasks without needing to speak with a live agent. When a customer calls in, the IVR system provides pre-recorded messages and voice prompts. Customers can use them to navigate through the menu and get answers to billing inquiries, technical support, or general information.

This helps you save time, optimize resources, and improve operational efficiencies.

Read this Article “What is IVR Blasting?” here.

Call Queuing

Call queuing is a key component for managing high call volumes efficiently. It organizes incoming calls into a virtual line, ensuring they are queued and answered in the order it was received.

While on call, the customers are kept informed about their queue position and provided with an estimated wait time. This helps reduce frustration and helps manage expectations.

Call Monitoring and Recording

Call monitoring and recording are essential tools for maintaining high standards of customer service. With monitoring, supervisors can listen to live calls to ensure agents are adhering to company guidelines and providing excellent service. They can also step in if necessary to offer real-time coaching or assistance to the agent.

Call recordings, on the other hand, are valuable for training purposes, helping new agents learn from real-world examples. They are essential for quality assurance, allowing you to evaluate the effectiveness of customer service and identify areas for improvement. They also serve as an important tool for dispute resolution, as the conversation can be reviewed if a customer complains.

Analytics and Reporting

Analytics and reporting tools provide you with valuable insights into how your inbound call center is performing. Key metrics such as call volume, average handle time (AHT), first-call resolution rates, and customer satisfaction levels can be tracked and analyzed.

This data helps you make informed decisions about staffing levels, training needs, and operational improvements. You also get a glimpse into the unusual patterns that may require attention, such as high call abandonment rates or increased customer wait times.

By regularly analyzing this data you can ensure continuous improvement and help your team adapt to evolving customer needs.

CRM Integration

When it comes to silo-free data management, CRM integration is a game-changer for inbound call centers. With integration, agents get instant access to customer information and interaction history.

When a customer calls, the system automatically pulls up their profile, displaying relevant details such as recent purchases, previous support issues, and personal preferences. This allows agents to provide personalized and context-aware service, reducing the need for customers to repeat themselves.

This seamless integration improves efficiency by enabling agents to resolve customer issues faster. It also allows agents to update customer profiles in real-time, ensuring that all customer data is up to date and accessible for future interactions.

Choose reliable software providers with robust support systems. Regular maintenance and updates minimize technical disruptions.

Choosing the Right Inbound Call Center Software

Selecting the right inbound call center service is a crucial decision because it has a direct impact on the interaction quality and call management. Here are key considerations to help you find and choose the best inbound call center service for your business:

1. Understand Your Business Needs

Before evaluating any software, it’s important to assess your business’s specific needs. Consider the type of customer service you offer, the volume of incoming calls, and the complexity of your customer interactions. For example, if you have a tech support center, you may require more advanced features like ticketing systems or live chat integration. Whereas for a retail business, you might have to prioritize basic call routing and CRM integration.

Understanding these needs will help you find software that offers the features most critical to your success.

2. Ensure All the Key Features Are Available

Look for software that offers a comprehensive set of features that will streamline your operations and improve customer service.

Some essential features to consider include:

Interactive Voice Response (IVR)

Automatic Call Distribution (ACD)

CRM Integration

Call Queuing and Callback Options

Real-time Analytics and Reporting

Modern inbound call center services like Acefone offer all these and more.

What is Inbound Call Center Software? A Comprehensive Guide

3. Check for Scalability

The right inbound call center software should be able to scale with your business to handle increased call volumes, more agents, or new service channels (e.g., chat, email, social media). Get a cloud-based solution that offers great flexibility, allowing you to expand or adjust your capacity without the need for significant upfront investments in hardware or infrastructure.

4. Make Sure It’s User-Friendly

The software’s ease of use is crucial for both agents and supervisors. Complicated interfaces or difficult-to-navigate systems can result in longer call handling time and decreased agent productivity. Ensure the software provides an intuitive, user-friendly interface that your team can quickly learn and start using effectively. Also consider whether your provider offers adequate training resources and support to help your team get up to speed quickly.

5. Consider Costs

The cost of inbound call center software can vary widely depending on the features, scale, and deployment model (on-premises vs. cloud-based). While it’s important to stay within budget, remember that the cheapest option may not always provide the best long-term value.

When making a decision, focus on software that offers a balance of affordability and functionality. Consider the total cost of ownership (TCO), including training, implementation, and ongoing maintenance.

6. Check Compliance

Protecting your customers’ data is essential. Ensure that the inbound call software provider adheres to the necessary security standards, such as encryption and secure data storage. Also check that the software complies with relevant industry regulations, such as GDPR (for businesses operating in the EU), PCI-DSS (for handling payment card data), or HIPAA (for healthcare-related services). Compliance features, like secure authentication, call recording encryption, and data privacy controls, should be a priority when selecting inbound call center services.

7. Ensure 24/7 Customer Support

Great software is only effective if you have access to reliable customer support when issues arise. Check if the software provider offers 24/7 support, a helpdesk, live chat, or phone assistance in case problems occur during operation.

Evaluate the vendor’s reputation for customer service and whether they offer proactive maintenance, software updates, and troubleshooting resources.

8. Make Full Use of Testing and Trial Periods

Many software providers offer trial versions or demos that allow you to test the system before committing. Take full advantage of these trials to assess the software’s features, performance, and ease of use in a real-world setting. Engage your agents and supervisors in testing the system and gather feedback on how well it meets your needs. This hands-on experience will help you make a more informed decision and avoid potential surprises down the road.

Get the Right Inbound Call Center Software for Your Business

Investing in inbound call center software is a strategic move to enhance customer service and operational efficiency. Start by identifying your business needs, researching solutions, and leveraging trial periods to find the perfect fit. A well-implemented system can not only improve customer satisfaction but also help you achieve long-term success.

If you are ready for a software upgrade, our experts can help you assess your needs and find the right plan.

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

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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 Call Quality: Top 6 Steps to Improve & Optimize It

Ritwik Raj

Author

Voice - VoIP

February 18, 2025

7 mins read eye

Table of content

Call quality is a determining factor when it comes to customer satisfaction.

Period.

Studies and experts strongly suggest that businesses engaging with customers over voice calls must maintain industry benchmarks for VoIP call quality.

How do we make sure that happens?

That’s a question we answer here. We investigate issues that cause hindrances in VoIP call quality and best practices to optimize it. When implemented regularly, this approach will ensure your business meets customer expectations and stays ahead of competitors.

Read the article “What is a VoIP Phone System?” here

How to assess VoIP call quality?

We must look at several factors like bandwidth, network congestion, hardware quality, latency, and packet loss to assess our VoIP call quality. We can use tools to measure things like jitters, delays, voice clarity, and Internet stability. We can also make test calls at different times for a full analysis.

Issues That Impact VoIP Call Quality

Network bandwidth, Internet speed, congestion, and hardware quality are important for maintaining optimal VoIP call quality. When network bandwidth is low, callers may face bad audio quality or dropped calls. Network congestion can lead to delays and interruptions.

Using poor hardware may also cause distorted voice signals. High latency and packet loss may create choppy audio that interrupts conversation. It is important to address these problems to ensure the best VoIP call quality and smooth communication.

Read this blog “ VoIP vs Landlines” here

Network Bandwidth and Internet Speed

Network bandwidth and Internet speed are very important for the best VoIP call quality. Good bandwidth helps in sending voice data smoothly. This reduces problems like packet loss and delays. You need a stable Internet connection with enough speed for clear and nonstop voice calls.

If the network bandwidth is insufficient, it brings down the audio quality, like broken voice and dropped calls. To improve VoIP calling, focus on having a reliable Internet connection for a better communication experience.

Network Congestion

Network congestion can hurt VoIP call quality. This leads to problems like disruptions and poor sound. When your network gets congested, data packets that carry voice signals might be delayed or lost.

You can improve VoIP communication by checking your network for congestion. Use your bandwidth wisely too. Setting up Quality of Service (QoS) can help. It allows you to give priority to VoIP traffic, which helps keep call quality high even during congestion.

Hardware Quality

Investing in good hardware is very important for the best VoIP call quality. Make sure your devices like headsets, phones, and routers are upgraded and work well with your VoIP system. Old or incompatible hardware can cause sound issues, connection problems, and bad overall VoIP call quality. When you focus on hardware quality, you can really improve your VoIP calling experience and reduce technical troubles.

Latency and Packet Loss

Latency and packet loss are critical factors that can affect VoIP call quality. While latency is the delay in sending data and packet loss is when data packets fail to arrive at their destination. In one hand, latency causes gaps and interruptions in conversation. On the other hand, packet loss leads to voice distortion during the call.

You can improve your VoIP call quality by watching and reducing latency and packet loss. This can be done with better network setups and investing in good equipment. Regularly testing your VoIP calls helps spot and fix problems quickly.

To make calls clearer and more stable, it’s good to prioritize VoIP traffic and reduce interference.

7 Best Practices To Improve VoIP Call Quality

Network Optimization

To have the best VoIP call quality, you need to optimize your network. For that, you must:

Prioritize VoIP reliable traffic on your network.

Reduce interference and select the right codec for better call clarity.

Use high-quality equipment and avoid relying on Wi-Fi for stable calls.

Regularly test call quality to identify and resolve network issues promptly.

This way, users can enjoy clear communication. VoIP technology is always changing, so keeping your network optimized is important for businesses that want great call quality.

Avoid Wi-Fi

Using a wired Ethernet connection is a better choice than using Wi-Fi for VoIP calls. Using a Wi-Fi connection can cause problems like interference and changes in signal strength. This can disrupt the flow of voice data during calls.

With a wired Ethernet connection, your Internet connection becomes stable and consistent. This helps lower the chances of any VoIP problem. Making this small change can greatly improve the reliability and clarity of your VoIP call quality.

Read this blog “VoIP vs Wifi Calling” here.

Choose the Right Codec

To have the best VoIP call quality, picking the right codec is very important. Codecs are used to compress and send voice signals over the network. This affects how clear the audio is and how much bandwidth is used. G.711 is a popular codec that gives high quality but uses more bandwidth.

In contrast, the G.729 codec saves network bandwidth but may lower the quality just a bit. It is vital to know what your network can handle and find a balance between quality and how efficiently bandwidth is used. Choosing the right codec for your VoIP system can greatly improve your VoIP call quality.

Invest in Quality Equipment

Invest in good equipment to greatly improve VoIP call quality. High-quality headphones, microphones, and routers stand out. Choose devices made for voice communication to get clear audio. Good equipment helps lower the chances of call quality issues. When you focus on top-notch tools, you create smoother voice calls and better overall VoIP performance. Investing in reliable equipment is an important step to reach the best VoIP call quality.

Prioritize VoIP traffic on your network

By giving priority to VoIP traffic on your network, you can keep communication smooth. You should use Quality of Service (QoS) settings to make sure voice packets get priority over other data. This helps avoid delays and keeps VoIP calls steady, even when the network is busy.

When you prioritize VoIP traffic, you reduce the chance of call quality issues that come from network congestion. With the right setup, your VoIP system can provide reliable and clear voice calls to meet your business communication needs.

Reduce Interference

To reduce problems during VoIP calls, keep electrical devices away from your networking equipment and use shielded cables. Place your hardware far from anything that can create electromagnetic interference. You must also set up your network to use different frequencies. This helps avoid conflicts.

Test VoIP call quality regularly

Regularly assessing VoIP calls is crucial for optimal experience. Use VoIP speed tests to check how stable your connection is and how clear your audio sounds. Make test calls inside and outside your organization to check voice clarity, delays, and other problems.

By frequently assessing call quality, you can spot and fix issues early, helping everyone communicate without problems. Maintain a record of these tests to see improvements over time, further ensuring quick fixes to calling-related issues.

The Bottom Line

Fluctuating VoIP call quality can determine your calling experience. To improve your VoIP experience, you should follow best practices. Focus on key factors like bandwidth, choosing the right codec, and optimizing your network. Regularly testing your connection is important. Invest in quality equipment and prioritize voice traffic to ensure the best VoIP call quality.

Make sure you have a reliable VoIP service provider and watch out for any problems. This will help you get steady, high-quality VoIP calls for both business and personal use. Remember, it’s all about having a smooth communication experience.

Frequently Asked Questions

Is VoIP better quality than landline?

VoIP usually gives better call quality than traditional landlines. This is because of new technology and clearer connections. However, things like Internet speed, network stability, and equipment can affect this. Think about how much you need reliable service and clear sound when choosing between VoIP and landline options.

What is a VoIP Phone System?

A VoIP phone system uses the Internet to make calls. It does not rely on traditional phone lines. Instead, it changes your voice into digital signals to send them. This gives you savings on costs and more flexibility. You can find out more about VoIP systems in this section.

What are the types of VoIP phones?

VoIP phones have different types. There are hardware phones that look like old desk phones. Then, some softphones run on software. You can also find mobile apps for smartphones. Each type has its features to fit what users like.

How to measure VoIP call quality for my business?

To check the quality of your VoIP calls for your business, use tools like MOS scores, jitter tests, and latency tests. Look at packet loss rates and how clear the audio is. Keep an eye on network performance all the time to ensure good VoIP quality.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

Missed Call Solutions: All You Need to Know Guide

Yukti Verma

Author

Contact Center

February 17, 2025

11 mins read eye

Table of content

Missed calls were first initiated to save up on hefty call charges. Its use has now evolved to signal basic life updates like reaching home safely, a date going well or a product being delivered. At its peak, the sophistication of missed calls beats the morse code, hands down! One ring for a yes, two for no, and other multiple combinations denoting various responses.

From being an effective medium for people to communicate pre-agreed topics, to becoming an interactive medium for brands to communicate with their audiences—missed call service provides a unique way to communicate information. Businesses quickly adopted it as a pull-marketing strategy to lure audiences into engaging with you.

With the power of the latest cloud technology, missed call solutions have become much more popular. This smart blend allows marketers to track and measure campaign performance and create what actually works for the target audience.

This article dives into how missed call alert solutions can make a difference to your marketing efforts, offering unique ways to enhance customer satisfaction.

So, let’s get started.

Read this page ” business phone system provider ” here.

What is a Missed Call Solution?

A missed call is a generic word that simply refers to a phone call that gets disconnected before it is answered.

An important distinction to make is that a missed call is not the same as a missed call solution.

A missed call solution, usually powered by the capabilities of the Cloud, includes tracking calls, recording responses given by callers, and following up with an automated SMS notification.

This solution has been successfully used for functions like booking a table at a restaurant or schedule an appointment with the doctor. With complementing cloud features such as IVR, call records, and auto-attendant, you can not only leverage missed call solutions but also gain a holistic insight into your campaigns.

Get Started with Missed Call Solutions Today!

How does Missed Call work?

Missed call solution is one of the most basic features of cloud telephony. It can be deployed either on a toll-free number (1800 number) or a virtual number. As soon as the missed phone call lands on the missed call number, it’s disconnected. Here, businesses can benefit enormously from deploying a simple IVR to record callers’ responses.

As the cloud facilitates robust call recordings, businesses can gain vital customer insights. They can conduct polls, surveys, and other research strategies using a missed call number and tweak their business decisions accordingly.

With a user-friendly portal that comes alongside this solution, marketers can access comprehensive reports and check how many callers responded and how many hung up at the IVR itself.

For example, a business can implement this solution to poll about an upcoming product or service. To answer, its customers can give a missed call to a particular number and mark themselves as “interested” or “not interested” on the IVR using their keypads.

Read this blog “VOIP vs Landlines” here.

How to create an effective Missed Call campaign?

To create a successful missed call campaign for your business, you first need to decide on a suitable number—toll free (1800) or regular virtual numbers. Once that is done, go crazy with the propaganda!

Use online and offline mediums like pamphlets, social media, and newspaper ads to market this number creatively. Post the marketing, your customers will reach out to you and in return, you can deploy an auto-notification service to get a follow-up with maybe a link to the website or product description. To make that experience seamless and engaging, having the best web design is crucial for keeping visitors interested and encouraging conversions.

One of the major benefits of this solution is to generate leads at cheaper costs.

Missed Call campaign

What are the features of Missed Call Solutions?

Missed call alert solutions make for an instant, cost-effective way to generate leads and collect valuable customer data. Every missed phone call is a new opportunity!

From organizing quick polls, engaging in surveys, to providing customers information, you can replace tedious tasks with missed calls.

Let’s look at the most powerful features of missed call alert solutions.

Read this page “business pbx systems” here.

Run simultaneous campaigns

With the power of cloud backing up missed call solutions, you can simultaneously run multiple campaigns and cater to several marketing objectives. Not only run, but you can also track these campaigns using a user-friendly online portal.

Unlimited channels

Cloud telephony allows you to receive swarms of missed calls at the same time without missing any leads. Unlimited channels help you be more available to your customers and increase the phone call-handling capacity of your business.

Comprehensive campaign analysis

Remain abreast of the latest trends in your industry with robust campaign analytics with missed call solutions. Additionally, get scheduled emails on your registered email ID allowing you to consistently improve your campaigns.

SMS Alerts

Get instant automated SMS alerts along with missed calls to strengthen your follow-up strategy. This also helps build better recall factors for your campaigns. These SMS updates also allow you to stay informed about every missed call.

IVR with missed calls

Deploy a smart IVR system to make the campaigns more interactive. This feature allows you to acknowledge every caller with a pleasant greeting to build better connections.

Remember, these features also depend on the service provider you choose. Evaluate your options carefully and try to get maximum features in your cart!

Voice API

Integrating a Voice API with your missed call solutions offers an easy and cost-effective way to improve customers interactions. A Voice API (Application Programming Interface) allows you to automate and customize voice interactions, creating more dynamic experiences.

With Voice API, you can:

Automate Callbacks: Instead of a manual callback process, Voice API triggers an automatic outbound call as soon as a missed call is registered. This ensures instant follow-ups and reduces response time.

Enable Personalized IVR: A missed call can instantly connect the customer to an interactive voice response (IVR) system, guiding them through relevant options such as support, product information, or appointment scheduling.

Seamlessly Integrate with CRM: With API-powered telephony, every customer interaction is logged directly into your CRM system, making lead management more efficient.

Offer Multi-Language Support: Voice APIs allow businesses to offer pre-recorded messages in multiple languages, making the experience more user-friendly for diverse audiences.

Track and Analyze Calls in Real-Time: Gain valuable insights into call volume, duration, and user behavior, allowing you to fine-tune your campaigns for maximum engagement.

Applications of Missed Call Alert Solutions

Lead generation, customer engagement, and customer support are the three main aspects where missed call alert solutions come in handy.

Below is the list of various applications of missed call alert solutions.

Customer registrations: Missed calls are a hassle-free medium to automate mundane jobs like customer registrations. One could be organizing a marketing event or a seminar and can get all the visitors to register via a missed call. This way you can also build a stronger audience base.

Customer verification: As technology is progressing so is the number of frauds. With missed call alert solutions, you can verify the authenticity of customers at various stages and avoid hoax calls.

Callback service: The most basic functionality of missed calls is facilitating prompt callbacks. You never miss a call or a lead, and even if you do, you have all the details to call them back later.

Gather feedback: Get instant feedback with the help of an IVR that asks the customers about their experience with the brand. For example, “press 1 if you are satisfied with the services, press 2 if not” or “rate your experience with the brand on the scale (keys) of 1-5.”

Tracking: This application of missed call service is primarily used in e-commerce sectors to track various stages of the product delivery cycle. From the product being dispatched to its destination—everything can be monitored using missed call alert solutions.

Apart from these applications, missed calls can be also used to:
Convey short messages
Communicate with cab and food aggregators
Mark support for causes like natural disasters, poverty, or any other social cause
Build audience base

How do businesses benefit from this?

We have already talked a lot about the practical applications of missed call alert solutions. Let’s quickly glance through the holistic benefits it brings to businesses.

Generate qualified leads: Qualified leads increase the chances of potential customers and hence, are capable of multiplying revenue manifolds. Filtering leads in itself could be a tedious process and missed calls automate this task for you.

Free of cost for customers: Missed call alert solutions set your customers engage with your brand free of cost. This is how it should be, right? YOU want customers to engage with your business and it’s usually not the other way around. So why should they pay? This also helps build brand credibility in the eyes of potential customers and improves your reputation.

Quick and instant set-up: Simply secure a number for your missed call alert solutions and start with your campaigns. The easy-to-use online portal takes care of everything else for you.

Improve customer engagement: Encourage customer engagement with easy and simple participation using missed call alert solutions. By conducting the latest polls or quizzes, you can get your customers talking to gain insights.

Measure your success: Review the progress of your campaigns by diving into the comprehensive analytics offered by reliable service providers. Evaluate the performance of your campaigns and tweak your marketing strategies accordingly.

Read this page ” cloud contact center ” here.

How to get Missed Call Solutions in India?

With the rise of cloud telephony, the market is cluttered with service providers offering missed call alert solutions. As it goes with clutter, finding the right choice for your business becomes harder. To counter this, just keep in mind the following factors and you’re ready to get started!

Curate a list: Make a list of all qualified solution provider who fall into your geographical reach and scope of services

Choose a number: Missed call alert solution can be availed either on a toll-free number or a virtual mobile number. Choose wisely as this will represent your future campaigns

Identify and add additional services: Try and add as many additional features and services as you can in your kitty. Make a comparison between the charges and the deliverables for all your service providers. Make sure to negotiate your way and tick off the maximum features for your missed call alert solutions. Instead of just focusing on a number, try to create a holistic solution.

Pricing: Lastly, pay extra attention to the pricing of the solution. There is no harm in choosing the best missed call alert solutions provider with higher rates, provided that they are credible in the industry and offer you high-quality solutions for your buck.

These are a few basic pointers to be careful of while evaluating vendors.

Before we bring this article to a close, let’s go over some of the advantages of this robust solution once again.

Maximized reach
One step user registration
Bespoke marketing campaigns
Seamless integration with CRM or other applications
Automated SMS replies

That’s it for this mammoth of an article. We hope this clears all your doubts about the versatility of missed call alert solutions, especially in India.

If you’re looking for an authenticated service provider, Acefone is the one for you. Get in touch with our experts and customize your own missed call campaign. We hope it turns out great!

FAQs

What are some use cases of missed call solutions?

Missed call alert solutions are primarily used for seamless, low-cost communication between your company and customers. Here are a few most prominent uses:

Marketing campaigns – Expand reach and engage with a wider audience effortlessly. When a customer gives a missed call, the system triggers an alert to notify the team.

Customer feedback – Customers can provide feedback or request a callback with a simple missed call, streamlining communication.

Customer information retrieval – Brands can instantly capture customer details through missed call interactions.

Which industries benefit the most from missed call alert solutions?

Businesses of all sizes can benefit from missed call alert solutions, but they are particularly beneficial for smaller companies looking to engage a large audience while keeping costs low. Even with limited budgets, you can use missed call alerts to notify clients of your outreach efforts efficiently.

Industries that see the greatest success with missed call alert solutions include:

Finance

E-commerce

Media and entertainment

Government and non-profits

FMCG (Fast-Moving Consumer Goods)

Which factors should I consider when selecting a missed call alert solution?

When evaluating different missed call alert solutions providers, keep the following factors in mind:

Customization options – Ability to tailor the service to your business needs.

Customer support – Availability of responsive and reliable assistance.

Ease of use – A user-friendly interface for seamless management.

Data visibility – Access to analytics and call tracking insights.

Call handling capacity – The number of missed calls the system can manage efficiently.

Can I deactivate my missed call solution after the campaign ends?

Yes, you can disable the service once the campaign is over. The virtual number will be deactivated, and the customer will incur no charges.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

Servetel is Rebranding to Acefone

Yukti Verma

Author

Editors Choice

February 13, 2025

4 mins read eye

Table of content

Exciting news: Servetel has now transformed into Acefone!

We are delighted to announce that starting today 13′ Feb 2025, Servetel has rebranded to Acefone. As part of this shift, the Servetel website now redirects to our new online home at Acefone.

While Servetel product portals (customer.servetel.in) will continue to operate as usual for the time being, you will notice a refreshed logo:

Servetel by Acefone logo

Read ahead to learn more.

Servetel’s Legacy of Excellence

Servetel has been a pioneer in the business communication industry for several years.

Our story began in 2004 with our parent company “Real Time Data Services”, offering state-of-the-art cloud hosting solutions during the worldwide tech boom. After that, 2018 marked the launch of Servetel, bringing these services to India.

With our comprehensive solutions, Servetel has played a key role in keeping businesses connected, fostering personalized connections across industries. Our communication systems have empowered more than 2000+ global companies like Uber, SAP, Cipla, Cars24, RadioCity, Godrej, Manyavar, Honda and OLA.

This strong foundation has paved the way for Servetel’s evolution into Acefone. While the name may change, our commitment to provide exceptional communication solutions remains the same.

How does Servetel Rebranding Impact You?

Website Redirection: All traffic from www.servetel.in has been redirected to www.acefone.com. You don’t need to take any action; all the necessary formalities have been completed.

Product Portals: Our existing product portals (customer.servetel.in) will continue to function as they currently do. Your access and usage will remain uninterrupted.

Brand New Look: Expect to see our new logo, “Servetel (by Acefone),” and fresh themes reflecting our refreshed brand identity.

Contact Options: Our existing contact points will continue to function without interruption for now. However, please reach out to the following if you face any issues:

Recommended Contact Points
Support	Sales
[email protected]	[email protected]
US: 1888-676-2151	US: 1888-859-0450
UK: 0800-048-5358	UK: 0800-084-3663
India: 1800-120-2217	India: 1800-121-7777

Why the Change?

This rebranding initiative is driven by three key objectives:

To Build a Unified Brand Presence Worldwide

Transitioning from the .in domain to .com signifies our expansion and commitment to serving a global audience. The new www.acefone.com domain reflects our international presence and ambition, positioning us as a leading player in the global market.

To Create a Consistent Brand Image

We have rebranded Servetel to Acefone to ensure that our identity is unified across all platforms and communications, globally. This alignment should help us deliver a more consistent brand experience to our customers, making it easier for you to recognize and trust our services.

To Streamline Access Through a Central Hub

By consolidating our services under Acefone, we aim to enhance your experience with a more streamlined and efficient unified portal. This integration should allow us to offer improved features, better support, and a more cohesive user experience.

Introducing Acefone

Acefone is a tech-forward and innovation-driven VoIP phone service provider. Our feature-rich platform enables steady and high-quality communications across multiple channels (i.e. Voice, SMS, Video & WhatsApp). Catering to a rising cloud telephony market in the UK and US, we have received recognition for our outstanding customer experiences.

Acefone Offers You:

Interactions Hub:

Acefone’s interactions hub is a single platform that unifies all your communication channels – voice calls, WhatsApp, video conferencing, and more – into one easy-to-use interface. This way, you can streamline your team’s work by putting everything they need on one screen.

Contact Center Studio:

Contact center studio is a powerful tool to help you manage inbound and outbound customer communication seamlessly. You can handle high incoming call volumes, speed-up customer outreach, manage queues, prioritize leads, and track call outcomes, all from one platform.

API Connect:

Our API Connect solution is a bridge that connects different communication systems in your organization. With its easy-to-use features, both developers and non-technical users can securely create, deploy, and monitor APIs across your entire ecosystem. This way, your organization can innovate faster and get multiple systems to work coherently.

Campaigns:

Campaigns is your one-stop shop for planning, running, and optimizing your marketing efforts. This comprehensive solution allows you to target specific audiences, create personalized content, and track results in real time.

Onward and Upward!

Now that Acefone has become the new home for Servetel, we are excited for the future. Our freshly revamped solutions will enable stronger connections among businesses and provide a seamless and wholesome experience.

As we begin this journey, we would like to sincerely thank our customers whose continued support has fueled our growth. We promise to continue striving to build a world where innovative VoIP telephony solutions empower businesses of all shapes and sizes.

Join us on this journey as Acefone simplifies communication for everyone. For further details, you can follow Acefone on LinkedIn.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

Is VoIP Reliable? Top 7 Factors to Consider for Business Calling

Yukti Verma

Author

Voice - VoIP

February 11, 2025

5 mins read eye

Table of content

A solution that helps you communicate remotely, scales up or down whenever required, and saves 50-70% of communication costs sounds like the gold standard for your business. This might also be the reason why business VoIP systems are widely adopted by companies worldwide.

Despite its advantages, how can you be sure that you can rely on VoIP for your day-to-day operations?

Will it ensure each interaction with your customer doesn’t turn into an “am I audible?” echo chamber?

And how will it keep your customer’s sensitive data safe?

Let’s find out.

How Does VoIP Work for Business Calling?

VoIP-based business call management systems enable faster calls over the Internet rather than using traditional phone lines. By converting voice signals into data packets for transmission, VoIP reduces costs and increases flexibility. Here is how it works:

You call with a business VoIP systems

Codecs convert the audio into digital signals

Signals are transmitted as data packets

Packets are routed to the recipient phone

Receiver’s device decodes the digital signals

Now that you know how business VoIP systems work, let’s understand whether they are reliable or not; along with factors that make it so.

Read more here about: VoIP vs wifi calling

Is VoIP Most Reliable for Business Communication?

Yes, most of modern business VoIP systems are equipped with features that make them reliable to handle different kinds of interactions. For instance, you will find a combination of popular codecs like G.711 for seamless interaction with a PSTN system, G.722 to support HD voice, and Opus for adaptation to network availability.

*Reference link: What Are VoIP Codecs? How They Work & Affect Call Quality*

Aside from ensuring quality, VoIP providers also offer N+1 infrastructure for a failure-proof business call management system.

Here are a few vital factors that contribute to the reliability of VoIP phones:

Top 7 Factors That Ensure the Most Reliable VoIP System

Internet Advancement

The reliability of business VoIP systems has increased dramatically in recent years due to high-speed broadband Internet. Cable, fiber, and even 5G Wi-fi connections use far more consistent bandwidth with much less latency. As a result, VoIP calls are crystal clear with no drops or network jitter.

Cloud-based Infrastructure

Instead of connecting from an on-premises system that might go dark in an emergency, most reliable VoIP systems have redundant, geographically distinct data centers. They are continually linked via tier-one fiber networks. So, if one of the data centers faces an outage, your calls are transferred between locations automatically to maintain maximum uptime.

Advanced Quality of Service (QoS) Mechanisms

Most reliable VoIP systems use advanced QoS technology to give voice traffic priority over other data on a network. These mechanisms ensure that even during periods of high bandwidth usage, calls get priority, reducing delays, packet loss, and jitter. As a result, your team and customers experience consistent call quality, regardless of network conditions.

Communication Devices

The quality of your VoIP calls also depends on the devices you use for communication and how regularly you maintain them. Whether you are using IP phones, softphones, or mobile devices, each device’s compatibility with the VoIP system can impact call quality. Devices with high-quality microphones and speakers can help you ensure clear communication.

Regular device maintenance is also essential to prevent disruptions caused by outdated or faulty hardware.

Choice of Service Provider

Your VoIP service providers plays a pivotal role in the overall reliability of your business VoIP system. Opting for a reputable provider with a proven track record in uptime guarantees, prompt customer support, and scalability ensures that your VoIP system remains stable. Look for providers that offer quality service, robust features, and Service Level Agreements that ensure reliability.

Is VoIP Reliable? Top 7 Factors to Consider for Business Calling

Data Backup & Outage Prevention

Continuity is key for any business call management system. In case of power outages or system failures, having data backup systems and a reliable disaster recovery plan is crucial. Many VoIP providers offer cloud-based services with built-in redundancy, ensuring that your phone system remains operational even during outages. Regular system backups can also protect your call data, ensuring that no valuable information is lost during an interruption.

Phone System Simplicity

A business VoIP system that is easy to manage and configure can reduce the risk of reliability issues. Complex systems with too many moving parts may introduce points of failure. A simplified VoIP setup with a user-friendly interface can make troubleshooting and maintenance easier, allowing your team to resolve potential issues quickly and minimize downtime.

Read our blog here: VoIP Vs Landlines

Security Protocols

VoIP systems can be vulnerable to cyberattacks such as DDoS (Distributed Denial of Service) or VoIP fraud if not properly secured. Ensuring that your system has strong security protocols in place, such as encryption, VoIP firewalls, and secure SIP (Session Initiation Protocol), helps prevent these vulnerabilities. Regular security updates and monitoring also ensure that your business VoIP system remains safe and reliable.

Bottom Line – How Reliable is VoIP for Business Phone Systems?

VoIP has proven to be a reliable communication tool for businesses with the right factors in place. Internet connection stability, device quality, the right service provider, and secure configurations are all essential in ensuring consistent performance. By considering these factors and taking steps to optimize your system, you can enjoy the benefits of VoIP communication without compromising on reliability.

However, not all solutions are created equal. Investing in one of the tech-forward, and most reliable VoIP systems like Acefone can take you a step further. With its robust omnichannel functionality, Acefone helps you manage voice and video calling, messaging, and emails seamlessly from one platform. This way, you can create a fail-proof interaction ecosystem for your customers on whichever channel they prefer.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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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.

Acefone making headway with recognitions as an industry leader

Acefone Editor

Author

Expert Opinion

February 3, 2025

2 mins read eye

Table of content

Acefone has once again proven its leadership in cloud communication by winning not just one, but two prestigious awards. Acefone has been honored with the coveted CX Innovation Leadership Award by Gainskills Media, reinforcing its commitment to revolutionizing customer experience (CX) with cutting-edge technology.

Additionally, Acefone was recognized as the Most Scalable CPaaS Platform at the Insurance Innovation Summit & Awards 2025. Shella Seth, Chief Business Officer of Acefone, received the award on behalf of the company at the event.

The Award-Winning AceX Platform: Transforming CX

Acefone’s CXaaS platform, AceX, has been designed with the latest CX trends and market evolution in mind.

Here’s what sets it apart:

True Omnichannel Communication: AceX integrates multiple communication channels—voice, video, messaging, and email—into a single, unified solution, ensuring seamless customer engagement across platforms.

Scalability and Flexibility: Built on a robust cloud infrastructure, AceX scales effortlessly to meet business demands, providing uninterrupted service even during peak periods.

Advanced Analytics: AceX’s real-time analytics offer actionable insights, helping businesses monitor performance, identify bottlenecks, and optimize CX strategies.

Security and Compliance: Acefone adheres to the highest data security and regulatory compliance standards, ensuring customer trust and satisfaction.

Acefone’s CPaaS Excellence

Acefone received the Most Scalable CPaaS Platform at the Insurance Innovation Summit 2025, for empowering businesses with agile and cost-effective cloud communication solutions.

This award validates the relentless pursuit of excellence in providing businesses with highly adaptable and robust communication infrastructure. AceX enables enterprises across industries to streamline communication, enhance engagement, and drive growth at scale.

Leadership’s Message

Ashish—This recognition reflects our dedication to empowering businesses with the tools they need to deliver exceptional customer experiences. As CX continues to evolve, Acefone remains committed to innovation and excellence, helping our clients build lasting relationships with their customers.

Shella Seth—While Acefone believes in scaling its solutions to meet customer expectations, it also fosters scalable teams. We have formed new team structures, bringing in enterprise-level experts in the operations and tech teams. This new hierarchy creates space for dynamic growth at all levels.

A Vision for the Future of CX and Cloud Communication

As businesses evolve, Acefone remains committed to delivering industry-leading solutions that empower them to build meaningful and lasting relationships with their customers. Acefone is focused on driving further advancements in CX and CPaaS technologies, ensuring businesses stay ahead in an evolving market.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Acefone Editor

Author

How to improve customer service in a call center?

Ritwik Raj

Author

Contact Center

January 27, 2025

5 mins read eye

Table of content

Whether it’s the B2C or B2B industry, cloud contact center solutions around the world have earned a reputation for themselves. From poor customer experience to non-existent career growth, associating with a call center still seems daunting to clients and employees alike.

In a time when businesses are navigated by customer behavior, call centers have become even more challenging to manage. Despite their downsides, call centers remain critical for any business’s customer service and support strategy.

How to improve call center customer service?

That’s a question we intend to answer today. To help call centers break free and transform into a business’ customer attraction point.

How do call center agents enhance customer services?

Call center agents play a critical role in improving customer service.

The journey a customer takes with a business goes through many stages like presales, sales, post-sales etc. A call center agent accompanies them in various roles, fulfilling demands and solving issues.

To ensure your call center meets industry standards and meets customer expectations, we must spend time training and developing better-skilled agents.

customer service in a call center

Top 7 approaches to improve call center customer service

Here are a few methods and approaches you can take to improve customer services in your call center.

#1 Showing Compassion

Compassionate agents are one of the most essential components of a thriving call center. By understanding customer problems, agents can build a genuine connection with them, establishing lasting relationships and loyalty. Listening to the customer’s challenges might be difficult at times, however, remains fruitful for both parties. The customer experiences reduced stress and increased satisfaction, and the agent gains their trust and loyalty.

#2 Courteous Agents

Politeness, empathy, and respect lighten up any conversation between customers and agents. They also have a lasting impact on the customer’s relationship with your business. Customers reciprocate the behavior they experience with agents.

Call centers that are filled with courteous agents create a positive impression. Taking the time to address a customer by their name, coupled with small gestures to help them, goes a long way. It helps diffuse even the tensest situations and find resolutions for distressed customers effectively.

#3 Prompt Problem Solving Skills

More than 40% of customers want their queries resolved in the first interaction. Quick and effective query resolution is crucial for maintaining quality customer services in call centers. Your agents must be equipped with the right tools and technical knowledge to address issues promptly. To improve an agent’s problem-solving skills, they must utilize CRM tools, receive frequent technical training and practice active listening.

#4 Patience

Being patient never fails to benefit anyone, especially call center agents. It is a vital trait that helps them deal with frustrated or confused customers. Maintaining patience can even prevent escalation and lead to better outcomes. Encouraging them to take a calm approach toward customer interactions helps them handle overwhelming situations without losing composure.

#5 Technical Awareness

The foundation of providing relevant and accurate information to customers begins with the proper training. Call centers that invest in quality technical training for their agents often stand out from the others. An unpopular benefit of having technically sound agents is that they’re able to easily break down issues and simplify the situation for the customer. Furthermore, it aids in improving problem-solving skills as we mentioned earlier; Leading to more satisfied customers.

#6 Quality Assurance

Quality assurance contributes to improving call center customer service and ensuring agents meet the defined KPIs. It begins with regularly monitoring agent-customer interactions, defining SOPs, and observing analytics to study customer patterns.

You can either indulge in the quality assessment at regular intervals or recruit QA specialists. They help agents adhere to prewritten scripts, SOPs, etiquette, and problem-solving capabilities. By focusing on these areas of QA, you can maintain high customer service standards and provide a positive customer experience.

#7 Adaptability

Experts suggest that adaptability must run through the roots of any call center aiming to make it big. While agents need to be able to adapt to conversations, call centers must adapt to market trends and evolving technology. The dynamic nature of customer services seeks flexibility, and willingness to learn and implement new strategies to your operations. By promoting a culture of adaptability, we can help agents stay ahead in providing exceptional customer service.

One method of how call centers can promote adaptability is by implementing cloud-based call center software. It offers a range of functionalities that help call centers reduce redundant tasks and increase conversation quality and agent productivity. With more time to focus on interactions, agents can adapt to the latest demands and industry trends.

Takeaway

The answer to how to improve call center customer service begins with recruiting and developing agents with the right skills and qualities. Helping agents attain traits such as compassion, courtesy, patience, and adaptability are only the tip of the iceberg.

Acefone is a cloud contact center providers provider that helps monitor interactions, call analytics, and prepare strategies for acing customer services. Our call center software is a part of an innovative CXaaS suite, that is driven by providing unparalleled customer experiences.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Ritwik Raj

Author

Top 6 Best Call Routing Strategies for Your Business

Tanush Vatsalya

Author

Contact Center

January 24, 2025

4 mins read eye

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Call routing is an efficient way to handle incoming calls and enhance the customer experience in contact center software. It speeds up directing calls to the right agent and minimizes unnecessary operational expenses and agent wait times. It makes a substantial contribution to increasing customer satisfaction scores and ensuring prompt query handling.

An effective phone call routing software comprises different functionalities such as the Automatic Call Distributor (ACD), IVR, queue management, etc. However, it’s common for call centers to get baffled by the various call routing solutions and approaches available in the market.

Determining the most effective call routing strategy for your business requires a clear objective of the needed service and technical knowledge simultaneously.

Top 7 Call Routing Strategies For Better Contact Center Operations

The right selection can only be made by analyzing the intricacy of your contact center operations. This blog exhibits the top seven call routing strategies to help your business’ customer services excel at delivering quality interactions.

1. Direct Routing

The direct call routing strategy is suitable for newly set up call centers. It is the most appropriate call routing strategy for businesses that adhere to a basic approach toward customer services.

Here, customers can dial a toll free number for a particular service and be directly connected to a specific department. The call is usually connected to the first available agent on the list, or it goes on to the next. However, customers must wait if agents aren’t available to answer the query. Thus,a direct call routing strategy is associated with long queue times. With this conventional routing method, businesses can provide a defined group of customers with better services.

2. Time-based Routing

Also referred to as a follow-the-sun model, the time-based call routing strategy can be highly favorable for large-scale global operations. Here, the system analyzes the call wait time length and directs calls to different destinations accordingly. Routing calls to various call centers worldwide, it can help eliminate the expenses associated with night shift loading.

For instance, when customers reach out to organizations beyond office hours, the call can be forwarded to another branch, an auto attendant (IVR), or voicemail. Time-based call routing lets calls be forwarded to different office locations considering the time.

3. Skill-based Routing

Skill-based routing indeed is one of the most effective routing strategies. It identifies the purpose of a call and directs it to the most relevantly skilled agent. Features of the phone call routing software such as Caller ID, Speech Recognition, and IVR solutions can be utilized for identifying the call. The evident advantage of a skill-based routing strategy is that it helps eliminate long wait times.

4. Value-based Routing

Call centers can efficiently practice value-based call routing with the help of the ACD. It combines the functionality of caller line identification (CLI) and CRM integration to identify the perceived value of an incoming call. The ACD analyzes various metrics such as the customer’s lifetime value, purchasing history, account status, or loyalty level to determine their perceived value to the business.

5. Database Integration Routing

Customer interactions are not confined to just phone calls. Database integration routing allows a call center to view previous customer interactions by linking the phone call routing software with the customer database. It provides real-time access to relevant customer information. With every incoming call, the ACD retrieves the caller’s history, purchases, and preferences. Together, this information helps agents deliver a personalized conversation.

6. Dynamic And Service Level Routing

Now and then, certain customers pose queries that are beyond the agent’s understanding. Agents often struggle to deal with complex queries and redirect the call to a supervisor to provide a resolution. For such scenarios, dynamic routing can be an inordinately amazing choice.

Dynamic and Service Level Routing adapts in real-time based on current call center conditions, such as call volumes, agent availability, and service level agreements (SLAs). This approach ensures that calls are routed not only based on pre-set criteria like agent skills or caller information but also on dynamic factors like queue lengths, wait times, and query nature.

Final Words

Call routing is a game-changer for call centers, making sure calls are directed to the right agents in time. It cuts down wait times and keeps operational costs in check. It’s all about boosting efficiency and delivering a better experience for customers. From direct routing for straightforward queries to skill-based routing to match customers with qualified call center agents, there’s a strategy for every need.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Tanush Vatsalya

Author

Tanush Vatsalya is a passionate B2B SaaS marketer with a keen interest in sports. Currently working as a marketing intern, he enjoys combining creativity with data-driven insights to craft innovative content that drives business growth.