Category: SaaS

  • 5 Essential Aspects of Call Centre Phone System Features

    5 Essential Aspects of Call Centre Phone System Features

    Why are call centre phone system features important for your business?

    A call centre phone system is a phone setup made for handling a larger number of customer calls, both incoming and outgoing. It’s what businesses use when they have a team of people answering, helping customers, or making sales calls.

    This kind of phone system is more advanced than a regular office phone. It helps direct calls to the right person, keeps track of wait times, recording calls for training, and even connects to customer information systems so agents know who they’re talking to.

    It’s more than just a phone line.

    Even in a world full of apps, emails, and chatbots, customers still turn to phone calls when they need help fast (especially when they’re feeling urgent). Voice support remains one of the most personal and trusted ways to connect with a company as customers expect real empathy, fast answers, and real solutions.

    That’s why your call centre is often the face of your company.

    A bad call experience with long waits, same repetitive stories, or the feeling of being rushed can damage trust and push customers away for good. On the other hand, a helpful, friendly call builds loyalty, spreads positive word of mouth, and drives growth.

    Modern call centers go beyond handling calls.

    Today’s call centres improve call experience with tools like CRM, chats, feedback tools and AI. This helps your team work faster and service customers better.

    There are many types of call centre software, with different unique features and strengths. Some are built for outbound sales calls, other for handling inbound support. Some focus on voice, while others bring in messaging, email, or even social media.

    Let’s take a look at the 5 essential features that make a call center system truly effective for your team and for your customers.

    1. Advanced Call Features

    No matter the size of your team, there are some call centre phone system features that are indispensable. These are the tools that make sure your calls go to the right place, your agents aren’t overwhelmed, and your customers get the help efficiently.

    • Call Routing

    Call routing is the configuration that decides where each call goes. Instead of every call going to the same line or agent, the system uses set rules to send the call to the most appropriate person or team. For example, routing can be based on:

    • Time of day (e.g. different agents for day and night shifts)
    • Customer’s location
    • Customer’s preferred language
    • Call agent expertise

    Important to know: If no one is available when a call is routed, that’s where call queueing comes in: the system holds the call in line until someone can answer.

    • IVR (Interactive Voice Response)

    IVR is the automated menu that customers hear when they call. It gives them options, like “Press 1 for billing, 2 for technical support,” and can sometimes understand spoken responses too.

    It’s helpful because it can:

    • Filters calls before they get to an agent
    • Collect basic info like account numbers or reasons for calling
    • Offer self-service for simple tasks (e.g. checking a balance or tracking a shipment).

    • Call Queueing

    When all agents are busy, the system doesn’t just drop new calls, it can place them in a call queue. Call queueing manages this line and can do things like:

    • Tell callers how many people are ahed of them
    • Give an estimated wait time
    • Play music or messages while they wait
    • Offer the option for a callback instead of staying on hold

    This is especially important during peak hours. A clear, polite queueing system helps reduce frustration and keeps customers from hanging up.

    • Call Recording

    Call recordings play a key role in managing customer information and improving service quality. They play a role in:

    • Training: New agents can learn by listening to real examples of good service
    • Quality control: Managers can review calls to make sure company standards are being met
    • Dispute resolution: If there’s a disagreement about what was said, a recording can clear things up.

    Most systems let you securely store recordings, in accordance to region and industry-specific regulation such as GDPR and HIPAA, and allow you to search by date, agent, or caller.

    • Voicemail and Missed Call Handling

    Not every call gets answered right away, especially for call centres that don’t run 24-hours. That’s where voicemail and missed call handling come in.

    A good system may:

    • Let customers leave a message when no one is available
    • Capture missed call information, like phone numbers and time of call
    • Allow agents to follow up quickly or schedule a callback.

    This helps ensure no customer is forgotten and that every call gets a response, even if it’s not right away.

    2. Agent Tools for Productivity and Performance

    Great customer experience doesn’t just depend on how fast someone picks up the phone, it’s also about how well the agent is supported behind the scenes. When agents have the right tools, they can focus on solving problems instead of dealing with slow systems, repeating the same steps, or switching between too many apps.

    These features help reduce friction in daily tasks, allowing teams to work faster and more confidently, whether they’re in the office or remote, without interrupting the flow of work.

    • Softphones and Mobile Apps

    Softphones are apps that let agents make and receive calls using devices like computers or mobile phones, without a desk phone required. This is especially useful for remote teams or agents who move between locations, but also opens up the opportunity to connect with CRM tools, track calls automatically, and sync across platforms.

    • Call Monitoring, Whispering, and Barging

    These tools give supervisors the ability to support agents during live calls. Monitoring lets them listen in without being heard, whispering allows private coaching during a call, and barging lets them jump into a conversation if needed. This is helpful for real-time training, managing sensitive situations, or stepping in when a situation escalates.

    • Predictive Dialer

    A predictive dialer automatically calls numbers from a list and connects agents only when someone picks up. This eliminates downtime spent listening to busy tones or unanswered calls. It’s especially efficient for outbound campaigns, sales, or feedback collection where speed and reach are priorities.

    • Skills-based Routing

    As we had earlier touched on in call routing, skills-based routing ensures that calls are sent to agents who have the right knowledge or training for the issue. This helps avoid unnecessary transfers and gives customers faster, more accurate answers. For agents, it means handling calls they’re prepared for, which improves both confidence and productivity.

    • Call Notes and Disposition Codes

    After each ca,, agents can enter notes or assign a code that sums up the outcome like “resolved,” “escalated,” or “follow-up needed.” This makes it easier to track customer interactions, keep records consistent, and support better follow-up across teams.

    3. Customer Experience Features

    From the moment someone dials in to the moment they hang up (or get a follow-up), small details in their experience shape how they feel about your brand. These call centre phone system features are designed to reduce friction, offer more control to the customer, and help your team respond quickly and clearly.

    • Self-Service Portals

    For common questions, customers may be provided with the right answer more efficiently. A self-service portal allows them to check their order status, find billing info, or troubleshoot simple issues without needing to call.

    While this feature is more common in digitally integrated call centre software, this feature reduces the number of basic calls coming through and frees up agents for more complex tasks.

    • Auto Attendants

    An auto attendant is like a digital receptionist. It greets callers and directs them to the right department or extension using a simple menu. This is similar to an IVR, but may be operated by a human operator, to keep calls flowing efficiently. It is especially useful for companies with multiple teams or locations.

    AI auto attendants are becoming increasingly popular, not just for voice calls but also as a potential first point-of-contact in a self-service portal.

    • Escalation Management

    When a problem can’t be solved on the first try, the system should make it easy to escalate the issue to someone with more authority or expertise.

    As with features such as call monitoring, whispering and barging, escalation management refers to the system’s wider capability to transfer customer information smoothly with the right context from previous conversations. A clear escalation path avoids repeat explanations and helps rebuild trust in tricky situations.

    • Post-call Surveys

    After a call ends, the system prompts customers to answer a quick survey by phone, email, or SMS. These surveys help businesses gather real feedback on agent performance, wait times, and customer satisfaction.

    Managers use the results to spot patterns, reward strong performers, and identify areas that need attention.

    4. Analytics, Reporting, and Quality Monitoring

    Behind every good call center is a clear understanding of what’s working, and what isn’t. Analytics and reporting tools give managers visibility into how the team is performing and how customers are interacting with the system.

    Quality monitoring features help keep service levels consistent and ensure that agents are meeting expectations. Together, these tools support continuous improvement, better decision-making, and more efficient operations.

    • Real-time Dashboards

    Real-time dashboards show live data as calls are happening. Managers can see things like call volume, wait times, agent availability, and how many people are in the queue. This allows supervisors to make quick adjustments, for example, by reassigning agents or stepping in during busy periods before problems build up.

    • Performance Reports

    In addition to live dashboards, most systems include reports that show trends over time. These might include average handle time, number of calls per agent, first-call resolution rates, or customer satisfaction scores.

    These reports help teams measure progress, plan staffing needs, and identify areas that need improvement.

    • Call Recording and Evaluation

    Recording calls is an essential documentation tool that requires careful and compliant management. It’s also a tool for training and coaching, so managers can review calls and score them based on criteria that are critical to the company’s reputation and customer experience management.

    This can include tone, problem-solving, script use, or customer satisfaction. It supports ongoing feedback and helps agents improve with real examples.

    • Speech Analytics and Sentiment Detection

    Sophisticated systems include AI features that scan call recordings (or live calls) to identify keywords, emotional tone, or signs of customer frustration. This helps flag potential issues before they become bigger problems, and it can also uncover patterns, like common complaints or phrases that lead to successful resolutions.

    5. Advanced and Integrated Capabilities

    As call centres evolve, so do the tools that support them. Many modern systems now include advanced features that connect with other business platforms or use automation and AI to boost performance. These tools help reduce repetitive work, improve consistency across channels, and make the overall experience smoother for both agents and customers.

    • AI Assistants and Virtual Agents

    AI-powered tools can handle simple customer questions automatically, like store hours, order updates, or resetting a password. These virtual agents use natural language processing to understand requests and respond clearly, without needing a human on the line. When the issue is too complex, the AI can hand things off to a live agent, often with context already attached.

    • Text-to-Speech and Voice Recognition

    Text-to-speech allows systems to read out responses to customers using natural-sounding voices, while voice recognition helps the system understand what callers are saying. These features make self-service tools more flexible, more accessible, and easier to use, especially for customers who may not want to navigate with buttons.

    • CRM and Business Tool Integration

    Call centre system features can allow for integration with customer relationship management (CRM) tools, email platforms, ticketing systems, and more.

    This means agents don’t need to switch between apps. They can see customer history, open cases, and account details all in one place. This saves time and helps agents give more personalised service.

    • Open APIs and Workflow Automation

    For companies with specific needs, open APIs make it possible to connect the phone system with other internal tools or workflows. This enables custom automation, like sending follow-up emails or logging notes directly into a database. It’s especially helpful for larger teams or businesses with unique internal processes.

    • UCaaS and Omnichannel Integration

    Many providers now offer combined platforms that handle voice, video, messaging, and more under one system known as UCaaS (Unified Communications as a Service).

    When this is combined with call ecentre phone system features, businesses can manage all conversations from phone calls to web chats in one place. This helps teams stay organised and offer a consistent customer experience across every channel.

    How to Choose the Right Features for Your Business

    Not every call centre needs every feature, although the list we have provided here represent the most popular features for modern enterprises. The best setup depends on your size, goals, and how your team works.

    A small business running a support line will need something very different from a global company handling potentially thousands of calls a day.

    Before choosing a system or upgrading what you have, it helps to ask a few practical questions.

    What kind of calls do you handle?

    Start with the basics. Are you receiving calls (inbound), making them (outbound), or both?

    • Inbound-heavy teams may need features like IVR, call queueing, and skills-based routing to keep things efficient.
    • Outbound teams may benefit more from predictive dialers, CRM integrations, and call tracking.

    Do your agents work in one place, or from anywhere?

    If you have a remote or hybrid team, look for features like soft phones, mobile apps, and cloud-based dashboards. These keep agents connected without needing physical desk phones or complex hardware setups.

    What matters more to your business: speed, quality, or personalization?

    If speed is a priority, focus on routing tools, callback options, and automations.

    If call quality matters most, invest in call recording, monitoring, and evaluation tools.

    If personalised service is key, make sure your system integrates smoothly with your CRM and support software.

    How do your customers like to get help?

    Some customers want to call. Others prefer chat, email, or even social media. If you’re supporting multiple channels, look for systems that offer omnichannel or UCaaS + CCaaS integration so everything can be managed in one place.

    What’s your budget, and how fast are you planning to grow?

    You don’t have to buy every feature at once. Many systems let you start small and add more later. Look for options that are scalable, meaning they can grow with your team, rather than looking you into something that doesn’t adapt.

    Next Steps: Building the Right Call Center Setup

    Choosing the right call centre phone system features is important, especially when you understand how your team works, how your customers want to connect, and how you plan to grow.

    Start with what matters most to your business right now. Build a system that supports your agents, gives your customers a smooth experience, and gives you the flexibility to adapt as things change.

    Need help figuring out what setup is right for you?

    We support voice as a part of a full-stack communication approach, from advanced call routing to telephony integration with your preferred call centre platforms.

    If you’re looking for a solution that’s simple to set up, scalable, and built for real-time performance across global teams, contact us. We support platforms space including Zoom Contact Center, Microsoft Teams, NICE CXone, and others.

    For more centralised control over your global telephony, native solution ULAP Voice, with full integration capabilities between your regional telephony and any platform of your choice.

    We’re happy to walk you through your best recommendation and support your next phase of growth.

  • Zoom vs. Microsoft Teams: Which Should You Choose?

    Zoom vs. Microsoft Teams: Which Should You Choose?

    Trying to decide Zoom vs. Teams? These two of the most popular tools businesses use to stay connected. Both offer video meetings, chat, and phone calling features but they work in different ways and are built for different types of teams.

    This overview will explain the key differences between Zoom Phone and Microsoft Teams Phone, so you can choose the one that fits your company best. Whether you need something simple and flexible or something that works closely with Microsoft tools, this guide will help you understand what each platform offers.

    At a glance: Zoom and Microsoft Teams

    Zoom and Microsoft Teams are both powerful tools that help people work and communicate, whether they’re in the same office or spread out across the world.

    Both are designed to bring people together, support remote work, and make teamwork easier, no matter where you are.

    Their shared features include:

    • Video and audio meetings for teams, clients, or large groups
    • Screen sharing so you can present slides, documents, or whole screen
    • Chat and messaging for quick conversations and team discussions
    • Calendar integration so meetings can be scheduled and joined easily
    • File sharing to send documents, images, or links during chats or meetings.
    • Virtual backgrounds and meeting reactions for a more personal or fun experience
    • Mobile and desktop apps that let you work from anywhere.

    What’s special about Zoom

    Zoom is best known for making video meetings simple and easy to use. It’s fast to set up and doesn’t need much training, which makes it a favorite for schools, small businesses, and big companies a like. Here’s what stands out:

    • Easy to use – Most people can join or host a meeting without much help
    • High-quality video and audio – Great for group work or team discussions during big meetings
    • Breakout rooms – Great for group work or team discussions during big meetings
    • Webinars and events – Zoom makes it easy to host large online events with hundreds or thousands of people
    • Add-ons like Zoom Phone and Zoom Contact Center – Zoom can grow with your busienss if you need more than just meetings

    What’s Special About Microsoft Teams

    Microsoft Teams is part of Microsoft 365, so it works closely with apps like Outlook, Word, Excel, and SharePoint. It’s more than just a meeting tool, it’s a full platform for teamwork and communication. Here’s what makes it different:

    • Built into Microsoft 365 – If your team already uses Microsoft tools, Teams connects everything in one place.
    • Team channels and shared workspaces – You can organize chats, files, and tasks by team or project
    • Deep integration with Outlook and calendars – Meetings and messages sync easily
    • Collaboration on files – You can edit Word, excel, and Powerpoint files with your teammates without leaving Teams
    • Strong security and admin controls – Helpful for larger companies or those with strict rules

    Business Fit & Expansion: Zoom vs. Microsoft

    When choosing a platform for your business, it’s important to think about how well it fits into your current setup and how easily it can grow with you. Here’s how Zoom and Microsoft Teams compare in terms of storage, availability, integrations, and business plans.

    Cloud Storage and File Sharing

    Zoom and Microsoft Teams may look similar at first glance, but their features don’t match one-to-one. For example, while both offer meetings, chat, and file sharing, how those features work and what’s included by default can vary a lot.

    Let’s examine features in our Zoom vs Teams analysis:

    FeatureZoomMicrosoft Teams
    Free Plan40-minute group meetings

    Up to 100 participants

    5 GB cloud storage for recordings (limited features)
    		60-minute group meetings

    Up to 100 participants

    5 GB cloud storage per user

    Entry PlanZoom Pro – $13.33/user/month


    Unlimited meetings (up to 30 hours)

    Up to 100 participants

    5 GB cloud storage per user











    		Microsoft 365 Apps for Business – $8.25/user/month

    Desktop version of applications

    1 TB cloud storage per user

    *No Microsoft Teams

    Microsoft 365 Business Basic – $6.00/user/month

    Web versions of applications

    Up to 300 participants

    1 TB cloud storage per user
    Mid-Level PlanZoom Business – $18.32/user/month


    All in Pro and also    :
    Up to 300 participants


    SSO, managed domains & more    		Microsoft 365 Business Standard – $12.50/user/month

    All in Basic and also:
    Desktop versions of applications

    Webinars with registration
    Advanced PlanBusiness Plus – $22.49/user/month


    All in Business and also:
    Zoom Phone US & CA Unlimited

    Visitor Management

    Additional Features
    		Microsoft 365 Business Premium – $22.00/user/month

    All in Business Standard and also:
    Advanced identity and access management

    Enhanced security features

    Zoom’s pricing focuses mainly on video conferencing. Zoom Phone (their virtual PBX/VoIP solution) is not automatically included in plans except for Business Plus, but is available as a separate add-on for any other plan.

    It’s widely appreciated for its ease of use, video quality, and reliability for hosting meetings with external clients, partners, or large audiences. It is an excellent choice for sales calls, webinars, or any meeting where a smooth, professional experience is key.

    Microsoft Teams, on the other hand, is more powerful when paired with a Microsoft 365 subscription, where Teams is just one part of a full productivity suite. Teams Phone is also a separate service, but Microsoft’s deeper integration with email, file storage, and Office tools makes it more of an all-in-one platform.

    Using Zoom and Microsoft Teams together

    There are many business models and use cases that benefit from the strengths of both platforms. Some teams may choose to use just one to keep their tech stack simple. However, others may find value in assessing which platform is better suited to specific business needs—external vs. internal communication, client-facing vs. operational workflows, etc.

    The good news is: you don’t have to choose just one.

    There are integration options available across various subscription tiers that allow Zoom and Microsoft Teams to work together. This means your company can configure a workflow that combines the best features of each, aligning communication tools with the real-world needs of different departments or roles.

    Zoom Add-In for Microsoft Teams

    Zoom offers an official Zoom Meetings app for Microsoft Teams, allowing users to:

    • Start or schedule a Zoom meeting directly from within Teams
    • Use Teams chat to manage Zoom meetings
    • Link Zoom Phone to Teams for calling

    → Learn more about Zoom for Microsoft Teams

    Calendar and Meeting Sync

    Both platforms can connect to Microsoft Outlook or Google Calendar, so users can join Zoom meetings from within Teams or Outlook, and vice versa

    IT admins can configure meeting defaults so Zoom links are auto-generated for Teams calendar events if Zoom is the preferred meeting provider.

    Single Sign-On (SSO) & Identity Management

    Businesses can manage access to both platforms through Azure Active Directory or similar identity providers. This allows consistent user logins and easier permission control across Zoom and Microsoft 365 page.

    Country Availability

    Zoom is widely available in most countries and can perform well even in areas with varying internet speeds. It has a lightweight surface, global data center coverage, and tends to be easy to roll out in regions with basic infrastructure. Zoom also offers native PSTN calling in select countries and BYOC (Bring-Your-Own-Carrier) services in others.

    Microsoft Teams is also available worldwide and is backed by Microsoft’s extensive network of data centers. This often means better performance and data residency options in countries where Microsoft has a strong local presence. Teams Phone availability also varies by region and may require Direct Routing or third-party providers in countries not directly supported by Microsoft.

    Visit our coverage page to see which countries we support calling (over 113 countries).

    So, Zoom vs Teams, which is it?

    Zoom is great when you need something highly reliable and easy to use. Teams is when you also need the framework for internal collaboration to bring everything into one connected space.

    Some companies may choose just one platform to keep things streamlined. Others may find that using both (that is, each for the purpose it’s best suited for) delivers better results. There’s flexibility, and integration is possible.

    When it comes to pricing, Zoom and Microsoft Teams each offer valuable features that support different aspects of how businesses work. But you’re looking at two tools built for different jobs.

    What matters most is understanding your team’s needs today, where you’re heading tomorrow, and choosing the tools that will best support your workflow along the way.

  • B2B Integration: What You Need To Know

    B2B Integration: What You Need To Know

    What is B2B integration?

    B2B (business-to-business) integration refers to the digital process that connects two or more business systems to facilitate seamless data exchange. This process involves using platforms, software, and tools to enable businesses to share information electronically, eliminating the need for manual data transfers. Companies can synchronize processes like inventory management, procurement, shipping, invoicing, and payment handling in real-time.

    By automating communication between business systems, B2B integration streamlines the entire supply chain and improves collaboration among partners. Whether you’re looking to implement B2B API integration or connect through B2B EDI software (electronic data interchange), the goal is to eliminate human errors, reduce delays, and create a unified flow of data between organizations.

     

    Why is B2B integration important?

    Businesses depend on quick and accurate data exchange to stay competitive. Integrating apps plays a vital role in ensuring smooth and reliable operations by bridging communication between various systems such as ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), and third-party applications. With businesses often relying on multiple partners for goods, services, or distribution, integrating these processes means:

    Improved efficiency. By automating workflows, it reduces the manual entry of data, minimizing errors and saving time.

    Cost-savings. Automating business processes leads to cost reductions, especially when considering labor, shipping, inventory management, and order processing.

    Better partner relationships. Seamless, automated data exchange fosters stronger relationships with partners by ensuring accuracy and order processing.

    Scalability. As businesses grow, having a flexible, connected system of platforms allows them to quickly onboard new partners and manage more complex transactions.

    Organization that invest in B2B data integration benefit from the speed and agility necessary to meet the demands of today’s market, while also ensuring compliance with industry standards and security protocols.

     

    Key Capabilities of B2B integration

    When evaluating your options, it’s important to consider several critical capabilities that can ensure optimal performance. The most important features of an effective B2B integration platform include:

    Scalability. As your business expands, your integration needs will grow. The right tools should allow for easy scalability to accommodate more partners, users, and transactions.

    Automation. One of the most significant benefits is the ability to automate essential tasks. Look for platforms that offer comprehensive automation, from order processing to inventory management, and even compliance monitoring.

    Data Transformation. Businesses often use different data formats (XML, JSON, EDI) to manage their processes. A capable B2B solution should transform data into the necessary formats to ensure smooth communication between all parties involved.

    Real-time Analytics. The ability to track and monitor transactions in real-time is crucial for spotting potential bottlenecks and optimizing operations. With real-time analytics, businesses can make data-driven decisions faster.

    Security. Since sensitive information like pricing, inventory levels, and order data is exchanged between businesses, ensuring the security of this data is paramount. Advanced encryption, secure API integration, and compliance with industry standards like GDPR or HIPAA are critical.

     

    B2B integration use cases and examples

    Retail Supply Chain Management

    A clothing retailer might rely on integration between different purpose platforms to connect with multiple suppliers, warehouses, and logistic partners to streamline order processing, track inventory levels, and automate shipping notifications.

    EDI Integration for Manufacturing

    A manufacturer could use B2B EDI software to automate purchase orders, invoices, and shipping notifications with their suppliers and distributors, reducing processing times and eliminating manual errors.

    B2B API Integration in eCommerce

    eCommerce platforms leverage integration possibilities to connect with third-party payment processors, inventory management tools, and shipping providers to automate end-to-end transactions and ensure a seamless customer experience.

    Healthcare Data Exchange

    In the healthcare industry, integrations allow healthcare providers to connect with insurance companies and pharmacies, ensuring the secure and accurate exchange of patient data, insurance claims, and medication orders.

    These examples and use cases show how B2B system integration is a game-changer for industries that depend on accurate, real-time data exchanges.

     

    B2B Integration on a Cloud-Ready Network

    The rise of cloud technology has transformed the way businesses approach app connections. Leveraging cloud-based architecture enables companies to increase flexibility, reduce infrastructure costs, and scale operations more efficiently.

    A cloud-ready network ensures businesses can:

    Easily onboard partners. Cloud-based platforms simplify the onboarding of new partners, suppliers, and vendors. Whether connecting through EDI or API, companies can quickly start exchanging data without investing heavily in new infrastructure.

    Access global partners. Since cloud networks operate on a global scale, businesses can easily collaborate with international partners. Real-time integration across multiple geographies ensures businesses remain agile and responsive to market demands.

    Secure data exchange. Cloud integration platforms offer robust security features like encrypted data transmission and identity access management, ensuring that sensitive information remains protected.

    For businesses embracing these tools in a cloud-first environment, the benefits include lower upfront costs, increased agility, and real-time collaboration.

     

    Our globally available connectivity services support these cloud-ready networks, offering businesses the infrastructure needed to operate across borders efficiently.

     

    Key benefits of ULAP’s solutions include:

    • Low Latency. ULAP’s network minimizes delays in data exchanges, which is essential for time-sensitive industries like retail and logistics.
    • Advanced Security. With built-in security features, ULAP ensures the safe and compliant transfer of data between global partners.
    • Seamless Hybrid Integration. Whether integrating cloud-based or on-premise systems, ULAP provides the flexibility needed for businesses at various stages of digital transformation.

    Learn more about ULAP Connect

    Learn more about ULAP Application WAN

    Learn more about ULAP Secure IP

     

    B2B Integration Providers

    When selecting the right provider, it’s essential to evaluate factors such as the provider’s experience, scalability, and the industries they serve. Some top providers include:

    • IBM Sterling

    A comprehensive platform that offers cloud-based solutions for automating transactions, compliance, and order management. Learn more.

    • Dell Boomi

    A robust cloud-based integration platform that supports B2B data integration through a variety of connectors and tools. Boomi is known for its flexibility and ease of use for businesses of all sizes. Learn more.

    • MuleSoft Anypoint

    MuleSoft offers and API-based integration platform that connects applications and data systems across on-premises and cloud environments. This provider is popular for B2B API integration. Learn more.

    • Cleo Integration Cloud

    Cleo is another cloud-based platform that specializes in B2B EDI software and API-based integrations. Cleo offers automation and analytics tools designed for logistics, retail, and manufacturing industries. Learn more.

    • OpenText GXS

    OpenText provides a platform that supports seamless communication between businesses and offers extensive compliance tools for regulated industries. Learn more.

     

    In a world where efficiency and accuracy drive business success, seamless flows of data are the lifeblood that connects diverse systems, partners, and processes. Adopting a cloud-based approach, the right solution can transform your operation, reduce costs, and foster stronger business relationships. Understanding the key capabilities, real-world applications, and top providers can help you make informed decisions for integrating business processes effectively.

     

     

     

  • The Pitfalls of Off-The-Shelf UC and CX Packages

    The Pitfalls of Off-The-Shelf UC and CX Packages

    A communications stack comprised of off-the-shelf software packages might seem appealing due to its simplicity and uniformity. However, this approach can quickly become a hindrance rather than a help. Different businesses have unique communication needs based on their size, industry, workforce distribution, and customer engagement strategies. For example, a retail company with a dispersed workforce might prioritize mobile communication solutions, while a financial services firm might need robust security and compliance features in their communication tools.

    Moreover, the rapid pace of technological advancements means that sticking to a one-size-fits-all model can render a business obsolete. Communication platforms must evolve alongside the business, integrating new features and capabilities that align with changing demands and technological landscapes.

     

    Tailoring Communication Platforms to Business Needs

    Different businesses have unique communication requirements, and selecting the right platform is crucial for meeting these specific needs. Here’s a closer look at how various communication platforms—Zoom, Microsoft Teams, ULAP Voice, Simplify360, and NICE—can serve different business objectives:

    Zoom Workplace: The Virtual Meeting Specialist

    • Strengths: Zoom excels in facilitating high-quality video conferencing and webinars, making it ideal for businesses that rely heavily on virtual meetings and large-scale virtual events. It offers robust features such as breakout rooms, webinar hosting, and integration with other productivity tools.
    • Weaknesses: For companies requiring extensive internal collaboration and document sharing, Zoom might lack the comprehensive suite of collaboration tools that other platforms offer. It’s primarily designed for real-time communication rather than ongoing project management.

    Microsoft Teams: The Collaboration Hub

    • Strengths: Microsoft Teams is a comprehensive platform that integrates chat, video meetings, file storage, and application integration. It’s particularly beneficial for businesses with a strong reliance on Microsoft 365, offering seamless integration with Office apps and other Microsoft services. Teams is ideal for fostering collaboration in remote or hybrid work environments, supporting project management, and maintaining continuous communication.
    • Weaknesses: Smaller businesses or those with limited IT resources might find the extensive features of Teams overwhelming or underutilized. The complexity of the platform can require significant onboarding and training.

    ULAP Voice: The Simplified Voice Solution

    • Strengths: ULAP Voice focuses on delivering streamlined voice communications with essential business call functions. It’s perfect for businesses that need reliable voice communication without the complexity of a full unified communications platform. This can include industries like logistics, healthcare, and customer service, where straightforward, dependable voice calls are critical.
    • Weaknesses: While excellent for voice calls, ULAP Voice may not suffice for businesses requiring integrated video conferencing, team collaboration, or document sharing tools. It’s best suited for scenarios where simplicity and reliability are more critical than advanced features.

    Simplify360: The Social Media Engagement Tool

    • Strengths: Simplify360 excels in social media management, customer service, and engagement analytics. It’s ideal for businesses with strong social media presence and customer engagement needs. Simplify360 allows for efficient monitoring, responding to customer queries, and analyzing social media performance across multiple platforms.
    • Weaknesses: While great for social media interactions, Simplify360 might not offer the extensive internal communication features needed by businesses focusing on internal collaboration and project management.

    NICE: The Customer Experience Enhancer

    • Strengths: NICE provides advanced solutions for customer experience management, including contact center operations, workforce optimization, and analytics. It’s particularly beneficial for businesses that prioritize high-quality customer interactions and need robust tools for managing customer service operations. NICE offers features like call recording, speech analytics, and performance management.
    • Weaknesses: For businesses not heavily reliant on customer service operations, NICE might offer more functionality than necessary. Its focus on customer experience might also mean it lacks comprehensive internal communication and collaboration features.

    Customizing Your Communications Stack

    Customizing your communications stack involves selecting and integrating multiple communication platforms and tools that address specific business requirements. This tailored approach ensures that each component of the stack works seamlessly with the others, creating a cohesive and efficient communication environment.

    1. Assessing Business Needs

      Start by conducting a thorough assessment of your business communication needs. Identify the key areas where communication plays a critical role and the specific challenges that need to be addressed. This might include internal collaboration, customer support, remote work capabilities, or regulatory compliance.

    2. Choosing the Right Tools

      Once you have a clear understanding of your needs, you can begin selecting the tools that best address these requirements. Look for platforms that offer flexibility and scalability, allowing you to add or remove features as needed. Consider tools that integrate well with your existing systems to avoid silos and ensure a smooth workflow.

    3. Integration and Implementation

      Integration is a crucial step in creating a customized communications stack. Ensure that your chosen tools can communicate with each other and with your existing infrastructure. This might involve using APIs, middleware, or third-party integration services. The implementation process should be carefully planned and executed to minimize disruption and ensure a smooth transition.

     

    Edge Computing: A Case Study in Customization

    Edge computing serves as a prime example of how tailored solutions can outperform standardized ones. In traditional cloud computing, data is processed in centralized data centers, which can lead to latency issues and inefficiencies. Edge computing, on the other hand, processes data closer to the source, meeting unique operational demands more effectively. This approach is particularly beneficial for industries like manufacturing, healthcare, and retail, where real-time data processing and low latency are critical.

    ULAP’s smart cloud network exemplifies the advantages of edge computing with its strategically placed Points of Presence (POPs) across six continents. By processing data nearer to the source, ULAP minimizes latency and maximizes efficiency, ensuring that businesses can access the necessary computing power when and where they need it. This global reach allows ULAP to support diverse operational demands, from real-time analytics in manufacturing to instant data processing in healthcare.

    Just as edge computing addresses specific operational needs by bringing computation closer to the data source, a customized communications stack brings the right tools and features closer to the business requirements. This tailored approach ensures that businesses can respond quickly to changes, improve operational efficiency, and deliver better outcomes.

    *

    In today’s competitive business environment, a one-size-fits-all communications stack is often insufficient. By assessing your business needs, selecting the right tools, and ensuring seamless integration, you can create a customized communications stack that enhances efficiency, collaboration, and customer satisfaction. Embrace the power of customization and transform your communication strategy to meet the unique demands of your business.

    For more insights on the importance of tailored solutions, check out this IDC article on edge computing and discover how customization can drive better performance and outcomes.

  • Optimizing Business Communication with Multi-Platform Integration

    Optimizing Business Communication with Multi-Platform Integration

    In the digital age, effective communication is a cornerstone of business success. As companies grow and diversify, so do their communication needs. A single platform rarely suffices to meet all the varied requirements of a dynamic business environment. Integrating multiple communication platforms can optimize business performance, ensuring seamless interaction and collaboration across various departments. This article explores strategies for successful multi-platform integration and presents case studies of businesses that have reaped the benefits of such an approach.

    The Need for Multi-Platform Integration

    Modern businesses operate in complex ecosystems where communication must be agile, secure, and multifaceted. Different departments often require specialized tools to perform their functions effectively. For instance, a marketing team might rely heavily on social media and collaboration tools, while the IT department might prioritize secure messaging and incident response platforms.

    Relying on a single communication platform can lead to inefficiencies and bottlenecks. According to industry reports, businesses leveraging multiple platforms for specific needs report up to 30% higher efficiency in communication and collaboration. This efficiency translates into faster decision-making, improved customer service, and enhanced overall productivity.

    Tracking Performance with Dashboards

    An essential aspect of multi-platform integration is the ability to track performance and ensure reliability through various dashboards:

    1. Dashboards Within Each Platform: Each communication platform, such as Zoom, Microsoft Teams, ULAP Voice, Simplify360, NICE, and CallCabinet, offers built-in dashboards to track performance metrics. These dashboards provide insights into usage statistics, call quality, user engagement, and other critical performance indicators. By leveraging these tools, businesses can monitor the effectiveness of each platform and make data-driven decisions to optimize their communication strategies.
    2. Managed Connectivity Dashboard: A managed connectivity solution often includes a centralized dashboard to monitor the overall network reliability and performance of all integrated applications and services. This dashboard allows IT administrators to track network performance, identify potential issues, and ensure that all communication tools operate smoothly. The ability to monitor network reliability across all platforms is crucial for maintaining seamless communication and preventing disruptions.

    Benefits of Integration and Managed Connectivity Solutions

    Integrating multiple communication platforms with a managed connectivity solution offers several benefits:

    1. Improved Reliability and Performance: A managed solution ensures consistent performance and reliability across all integrated platforms. IT departments can use centralized dashboards to monitor the health and performance of their communication tools, making it easier to identify and resolve issues promptly.
    2. Enhanced Security and Compliance: Managed solutions often come with built-in security features and compliance tools, ensuring that all communication remains secure and meets regulatory requirements.
    3. Scalability and Flexibility: With managed connectivity, businesses can easily scale their communication infrastructure up or down based on their needs. This flexibility is crucial for adapting to changing business environments.
    4. Cost Efficiency: By optimizing the use of communication platforms and eliminating redundancies, businesses can achieve significant cost savings. Managed solutions also reduce the burden on internal IT resources.
    5. Unified Management: Centralized dashboards provide IT administrators with a comprehensive view of all communication tools, facilitating easier management and troubleshooting.

    By embracing multi-platform integration and managed connectivity solutions, businesses can create a robust, efficient, and secure communication ecosystem that supports their growth and operational needs.

  • 4 Benefits of Integrating Cloud Telephony and SaaS

    4 Benefits of Integrating Cloud Telephony and SaaS

    Cloud telephony refers to the delivery of voice communication services over the internet. When integrated with SaaS platforms like Microsoft Teams, Zoom or any other platform of your choice, it creates a unified communication system that’s cloud-based, future-proofed and flexible for many different roles and use cases.

     

    1. Full-functionality available anywhere.

    Because these solutions can be deployed almost completely virtually (meaning minimal on-site installation required), enterprises can work with their dedicated IT teams to build a communications’ system that’s as unique or as simple as necessary.

    With the right access to global network availability and enterprise pricing for software, companies can fully take advantage of a high-performing network and work on the best the industry has to offer in work tools.

    When it comes to cloud efficiency, here are some of the perks:

    • Real-time updates and synchronization: All your conversations updated in real-time, keeping everything current and accurate.
    • Simplified communication processes: All your tools in one place or device, making communication a breeze.
    • Enhanced tracking and management capabilities: All your call logs neatly organized in one place, making tracking and managing interactions a cinch.

    For example, a sales team using Salesforce can benefit from cloud telephony integration by having call logs automatically updated in the CRM. This ensures that all interactions are recorded and accessible in real-time, which enhances tracking and management capabilities.

     

    2. Enhanced Collaboration

    Let’s dive into team collaboration. Integrated communication tools can do wonders here. With cloud telephony baked into SaaS platforms, employees can effortlessly switch between voice calls, video conferences, and instant messaging without ever leaving the app.

    Key benefits of enhanced collaboration include:

    • Reduced friction in collaboration: Moving smoothly between calls, chats, and meetings, enriching experiences for remote collaboration.
    • Maintaining traditional identities: When combined with cloud telephony, providers can offer you the option of retaining your well-known business numbers so you can use it as one with your collaboration suite.
    • Expanding geographically: Standardizing communication platforms and business numbers is applicable across the world, making management and compatibility easier.

    Consider a project team spread across multiple locations. By using an integrated solution like Microsoft Teams with embedded telephony, team members can quickly jump into a call or video meeting from a chat thread, share documents, and collaborate in real-time. This reduces the friction of switching between tools and fosters a more cohesive working environment.

     

    3. Enhanced Customer Service

    Digital collaboration suites have expanded to include functionalities that support more than just internal teams. Integrating telephony solutions with customer service platforms can significantly enhance customer interactions. Cloud telephony enables features like automated call routing, real-time analytics, and integration with CRM systems, which streamline customer support processes.

    Key strengths of enhanced customer service include:

    • Automated call routing: Get customers to the right department faster, reducing wait times.
    • Omnichannel solutions: Manage touchpoints within an integrated-platform system, making tracking and engagement management easier
    • Real-time analytics: Use up-to-the-minute data to improve decision-making and service.
    • Integration with CRM systems: Seamlessly pull up customer details for a more personalized touch.

    For example, a customer service team using a platform like Zendesk with integrated cloud telephony can see customer details and interaction history as soon as a call is received. This allows for more personalized and efficient service, improving overall customer satisfaction.

     

    4. Cost-Efficiency

    These smart combinations between cloud solutions can be pathways to significant savings. Traditional systems need hefty upfront investments in hardware and constant maintenance. And cloud wastage puts companies in a complex solution where management must find the delicate balance between accessibility and agility.

    With a cloud solution that’s made to fit your business requirements, companies can right-size slashing those capital cost.

    The cost-efficiency of cloud telephony includes:

    • Reduced capital expenditure: Let your current hardware age out as you transition to a cloud-based, minimal hardware solution
    • Subscription-based model: Pay as you go, giving you financial flexibility.
    • Optimized resource usage: Streamline your tools into one platform and watch efficiency soar.

    Additionally, resource optimization is a key benefit. By consolidating communication tools into a single platform, businesses can eliminate redundancy and improve efficiency. This not only reduces costs but also simplifies IT management and support.

    The integration of cloud telephony with SaaS platforms offers numerous benefits for businesses. From seamless communication and enhanced collaboration to scalability, cost-efficiency, and improved customer service, these integrated solutions are essential for modern business communications. Embracing these technologies can give businesses a competitive edge in today’s dynamic market.

  • Zoom Phone vs. Traditional Phone Systems

    Zoom Phone vs. Traditional Phone Systems

    In today’s fast-paced business environment, having a telephony solution that keeps up with the evolving needs of your organization is crucial.

    The emergence of cloud-based communication platforms, like Zoom Phone, has revolutionized the way businesses communicate. While traditional Private Branch Exchange (PBX) systems have their merits, many organizations are discovering the benefits of embracing modern solutions like Zoom Phone.

    In this article, we’ll highlight the features and advantages of Zoom Phone and why it’s becoming the preferred choice over conventional PBX systems.

     

    Zoom Phone: A Game Changer in Business Communications

    Zoom Phone is a cloud-based telephony solution that offers businesses an alternative to traditional phone services. It is an extension of the popular video conferencing platform Zoom, which has gained significant traction in the wake of remote work and virtual meetings.

    Its key features and advantages, which set it apart from traditional PBX systems, include:

    • Scalability: Zoom Phone’s cloud-based infrastructure allows for effortless scaling, enabling businesses to adapt to growth or changing needs by adding or removing phone lines and extensions as needed.
    • Flexibility: With the ability to make calls from any internet-connected device such as a smartphone, laptop or desktop computer, Zoom Phone facilitates remote work and communication, offering a level of convenience that traditional PBX systems can’t match.
    • Integration: Streamline workflows and collaboration by integrating Zoom Phone with popular business applications such as Office 365, Google Workspace, and Salesforce.
    • Cost-Effectiveness: Say goodbye to the costly setup and maintenance of physical hardware associated with traditional PBX systems. Zoom Phone’s competitive per-user pricing and minimal infrastructure requirements translate to significant savings.
    • Advanced Features: Zoom Phone offers modern telephony features like voicemail-to-email, call recording, and analytics, empowering your organization to boost productivity and efficiency.

     

    Traditional PBX: A Waning Choice

    While traditional PBX systems have been a staple in business communications for decades, their reliance on physical infrastructure and hardware makes them less appealing in today’s modern business landscape. Some of the key drawbacks of traditional PBX systems include:

    • Limited Scalability: Expanding or downsizing your PBX system can be time-consuming and costly due to the need for additional physical hardware and infrastructure.
    • Lack of Flexibility: Traditional PBX systems restrict users from making calls from specific devices or locations, hindering remote work and communication.
    • Compatibility Issues: Integrating traditional PBX systems with newer business applications and technologies can prove challenging and may require expensive upgrades.
    • Higher Costs: The initial setup and ongoing maintenance of traditional PBX systems can be considerably more expensive than cloud-based alternatives like Zoom Phone.

     

    The Verdict: Embrace the Future with Zoom Phone

    When choosing a telephony solution for your business, it’s essential to consider factors such as scalability, flexibility, and cost. Zoom Phone’s cloud-based infrastructure, seamless integration with popular business applications, and advanced features make it the clear winner over traditional PBX systems.

    Zoom Phone offers a powerful, modern solution for businesses seeking to stay ahead in today’s competitive landscape. Its numerous advantages over traditional PBX systems make it the ideal choice for organizations looking to embrace the future of communication.

     

  • Voice Enablement in Microsoft Teams: Tips and Tricks for Enhanced Collaboration

    Voice Enablement in Microsoft Teams: Tips and Tricks for Enhanced Collaboration

    Microsoft Teams is a powerful collaboration tool that enables team members to work together seamlessly, regardless of their location. One of the key features that make Teams a complete collaboration solution is its Voice Enablement capabilities.

    With Microsoft Teams Phone, users can make and receive calls, manage voicemails, and leverage a range of advanced call-handling features, all from within the Teams app. In this article, we will explore some tips and tricks to help you get the most out of Teams Voice Enablement and enhance your collaboration experience.

     

    Set Up Teams Phone for Maximum Productivity

    Setting up Teams Phone is easy, but there are a few best practices that can help you work more productively. First, ensure that your audio and video settings are correctly configured, especially if you’re using a headset or other external devices.

    Next, set up voicemail, call forwarding, and other call-handling options to ensure you never miss an important call.

    Finally, use the Teams Phone app to manage your contacts and dial numbers more efficiently.

     

    Use Teams Phone for Conference Calls and Meetings

    Teams Phone is not just for one-on-one calls; it’s also a powerful tool for conference calls and meetings. When scheduling a meeting, include the phone number and conference ID so that participants can join using a traditional phone.

    Teams Phone also allows you to dial into a meeting from your mobile phone, making it easy to stay connected when you’re on the go.

     

    Leverage Advanced Features to Streamline Your Workflow

    Teams Phone offers a range of advanced features that can help you work more efficiently. For example, auto-attendants can be used to route calls to the appropriate person or department, reducing the need for manual call handling.

    Call queues allow you to manage high call volumes and ensure that calls are answered in the order they are received.

    And interactive voice response (IVR) systems can be used to provide callers with a menu of options to help them reach the right person or get the information they need.

     

    Integrate Teams Phone with Other Business Applications

    Teams Phone can be integrated with other business applications to further streamline your workflow. For example, you can use Power Automate to create automated workflows that trigger based on specific call events, such as missed calls or voicemails.

    You can also integrate Teams Phone with your customer relationship management (CRM) software to ensure that all customer interactions are captured and tracked.

     

    Customize Your Call Routing and Queuing

    Teams Phone allows you to customize call routing and queuing options to fit your business needs. For example, you can set up rules to route calls to specific departments or individuals based on the caller’s location or language preference. You can also configure call queues to include custom greetings, hold music, and estimated wait times.

    By customizing your call routing and queuing options, you can improve the customer experience and reduce the time and effort required to handle incoming calls.

     

    Use Teams Phone to Collaborate with External Stakeholders

    Teams Phone allows you to make and receive calls from external phone numbers, which makes it an ideal tool for collaborating with customers, partners, and other stakeholders outside of your organization.

    You can use Teams Phone to share information, coordinate projects, and resolve issues in real time, regardless of the location of the participants. By leveraging Teams Phone for external collaboration, you can improve communication, streamline workflows, and enhance your overall business relationships.

    Voice Enablement is an essential aspect of Microsoft Teams that can help enhance collaboration, productivity, and efficiency. By following the tips and tricks outlined in this article, you can take advantage of the full range of Teams Phone capabilities and improve your collaboration experience.

    Whether you’re working remotely, on the go, or in the office, Teams Phone is a versatile tool that can help you stay connected and work more effectively.

     

  • Ultimate Guide to Microsoft Teams Phone

    Ultimate Guide to Microsoft Teams Phone

    Everything you need to know about making and receiving phone calls in Microsoft Teams.

    Microsoft Teams, formerly known as Skype for Business is a business collaboration platform. With over 270 million daily users, its popularity skyrocketed during the COVID pandemic, ushering in a new era for collaborative and hybrid working.

    While the platform is best known for its video conferencing, instant messaging and document sharing tools – it also has a rich telephone suite – allowing users to make and receive calls directly in the app.

    From small businesses to multi-national enterprises, organizations across the world are realizing that the Microsoft Teams Phone is more than capable of replacing complex business phone systems – eliminating complex hardware, reducing overheads, and most importantly – giving their people a more unified and better-integrated communication experience.

    You may be considering migrating to the platform, or have recently learned about it.

    In this ultimate guide, we’ll explore the features and functionalities of the Microsoft Teams Phone and the benefits of adopting it in your business.

     

    What is VoIP?

    Before we dive in and learn more about Microsoft Teams Phone, we need to understand the technology that underpins it.

    VoIP (Voice over Internet Protocol) is a technology that allows people to make and receive phone calls over an internet connection, rather than a typical landline. It converts digital signals to analogue and vice versa, meaning people can speak with each other whether they’re calling from a traditional phone, cell phone or internet phone.

    Other than being connected via the internet, VoIP phones are like any other phone – they can have numbers, handsets, accessories and a lot more!

     

    What is Microsoft Teams Phone?

    Microsoft Teams Phone is a VoIP phone, meaning it uses the internet to make and receive calls – but it can dial and receive calls from cell phones, landlines and other VoIP phones too.

    Instead of picking up a handset on your desk, you can make can receive calls from within the Microsoft Teams app on your computer or mobile device. You can set up a phone on your desk too if you want.

    On top of the usual things you’d expect from your standard phone – the Microsoft Teams Phone has additional features that improve the overall communication experience for the people that use it.

    The best thing about Microsoft Teams Phone is that it forms part of the Microsoft 365 suite, meaning it integrates seamlessly with other tools such as Microsoft Office and Microsoft Dynamics.

     

    Microsoft Teams Phone Features

    As one of the market-leading cloud calling platforms, Microsoft Teams Phone has an enviable set of features and functions:

    • Inbound and Outbound Calls (Direct Routing): Just like any other phone, Microsoft Teams Phone will allow you to make and receive calls to any number globally. The platform does not have regional limitations and can even reach the furthest spots on the globe. Most importantly, users receiving calls don’t have to have Microsoft Teams.
    • Voicemail: Callers can leave a voicemail which can be picked up directly in the Microsoft Teams app.
    • Call Recording: Users can record incoming and outgoing calls and playback later.
    • Call Portability: Users can transfer a call to different users, or different devices such as a cell phone or conference room.
    • Video Integration: Calls can be elevated to a video meeting seamlessly with just one click.
    • HD Calling: Say goodbye to “sorry, can you repeat that please?” because when it comes to call quality, digital platforms consistently perform better than traditional and mobile networks.
    • SMS: You can send and receive SMS (text messages) to cell/mobile numbers from Microsoft Teams Phone.
    • Integrations: Microsoft Teams Phone has rich integrations for platforms such as Salesforce, Slack, HubSpot and more.

    System admins users can set up and access:

    • Call Management Tools: Auto Attendants, Call Routing, Call Queues and other features can be configured in the Teams admin center.
    • Analytics and Reporting: Track call logs, volumes, length and quality directly from Microsoft Teams.
    • Advanced Enterprise Features: Remote device management and provisioning, contact center integration, single sign-on and E911 management are all available.
    • Bring Your Own Carrier: While call plans are available directly from Microsoft, you can choose to enable calling on Microsoft Teams Phone via your existing provider.

    Take a look at more Microsoft Teams Phone features and functionality »

     

    How much does Microsoft Teams Phone cost?

     

    You may be thinking that all those features and functionalities come with a hefty price tag, but the Microsoft Teams Phone is one of the most competitively priced business phone systems on the market.

    Call plans vary per region, and will depend on whether you buy direct from Microsoft or via your existing carrier.

     

    Microsoft Teams Phone Benefits

    If the features alone haven’t swayed you to consider Microsoft Teams Phone, lets take a look at some of the business benefits:

    • Enhanced Connectivity: Stay connected with your colleagues and the outside world from a single unified platform. No longer tied to a single location, your business line can now be in your pocket, or your laptop – anywhere in the world.
    • Security: Microsoft Teams requires multi-factor authentication and calls are encrypted with end-to-end technology.
    • Flexibility: Convert a voice call to a video meeting with just one tap.
    • Affordable: Starting from as little as $8.00 per user per month, Microsoft Teams Phone plans are one of the best priced on the market.
    • Simple: The Microsoft Teams Phone is user-friendly, and as your users are already familiar with Microsoft Teams, they won’t need any additional training or guidance. And with one less thing to manage, your IT team will thank you too.
    • Reliable: Microsoft Teams and the Microsoft Teams Phone are well-known for reliability and their always-up service.

     

    How do I get Microsoft Teams Phone?

    There are a variety of options available for organizations wanting to set-up or migrate to Microsoft Teams Phone.

    If you already have a contract or relationship in place with a carrier – you might already be able to use Microsoft Teams Phone via Operator Connect. A list of Operator Connect providers is available in your Microsoft Teams admin center. You can enquire about new contracts here too.

    If you’re a smaller business or have the in-house technical expertise to manage your phone system, you can purchase a call plan directly from Microsoft in the admin center.

    Perhaps you have an IT-managed service provider taking care of your infrastructure – ask them about enabling voice in Microsoft Teams.

     

    In summary, the Microsoft Teams Phone is a powerful tool that allows you to make and receive phone calls, directly from the Microsoft Teams app. It provides an integrated and unified solution fit for today’s workforce.

  • Tales of Practical AI in 2024

    Tales of Practical AI in 2024

    “Facts are stubborn things.” John Adams, second president of the United States

    John Adams’ famous statement of 1770 is still relevant today. Because 250 years later, facts still are quite stubborn – and can lead to costly consequences. 

    Consider the churn rate in contact centres. 

    According to a 2022 study conducted by NICE, contact centre attrition rates were 42 percent. And in organizations with more than 5,000 employees, churn was as high as 50 percent. Even more worrisome, 31 percent of agents were actively looking for another job, according to the NICE study.

    Add up the numbers. Consider the impact on the bottom line. Year over year, the agent drop-out rate translates to a major cash burn. 

    Worse, consider the emotional condition of your agents. Those who stay could be coping with burnout. But can a burned-out agent really build brand loyalty? That’s a big ask.

    According to a McKinsey study, it costs between $10,000 and $20,000 to train an agent. 

    So, if a contact centre has 100 agents, and 42 quit annually, that’s a loss of $420,000 to $840,000. Add to that the cost of losing customers because of negative experiences, and these facts are not just stubborn. They’re painful. As agents race to the exits, the cost of doing business gets higher. 

    Fortunately, there’s a way forward. It starts with increased management awareness of agent burnout and implementing policies to counter agent churn by improving agent well-being. It’s a two-prong approach: better training and providing agents with omnichannel solutions that include AI tools. 

    Engaged and satisfied call center employees are:

    • 8.5x more likely to stay than leave within a year

    • 4x more likely to stay than dissatisfied colleagues

    • 16x more likely to refer friends to their company

    • 3.3x more likely to feel extremely empowered to resolve customer issues”

    Source: McKinsey.

    AI: Now In Omnichannel Platforms Near You

    To move the needle in improved CX and agent performance, CXaaS vendors like NICE offer AI-enhanced capabilities and are already providing help. 

     

    Other CXaaS vendors like Simplify360, with its AI-powered chatbots, have added AI capabilities to improve agent performance by providing a unified interface for managing multiple contact channels (voice, email, chat, social media, etc.). Key capabilities often include skills-based routing, automated workload balancing, customer journey analytics, and AI-driven agent assistance. 

    The Customer Meets AI With NICE

    Enlighten Autopilot from NICE offers a specialized AI solution crafted for customers, offering personalized experiences to enhance customer loyalty. It ensures the delivery of seamless interactions through digital journeys or AI-designed virtual agents. 

     

    Customers are provided tailored self-service options, strategically positioned on their customer journey. It’s based on training models and LLMs comprised of company knowledge, aligning each response with the goal of serving the client and the brand.

    When The Customer Calls, The Agent Is Ready

    NICE also addresses the crucial need to provide agents support at every moment. Enlighten Co-pilot is one such tool of tremendous value: a conversational AI tool for agents. 

     

    It generates precise, knowledgeable conversational responses. It alleviates agents from repetitive tasks, granting them quicker access to knowledge and answers. Better still, the aim is to significantly reduce agent stress and improve their well-being with more meaningful customer conversations.

     

    Supervisors can facilitate more intelligent guided interactions and implement AI-driven coaching, enhancing agent and consumer experiences.

    Give Them The Tools

    When in 1940, Winston Churchill said, “Give us the tools, and we will finish the job,”  the future of Britain hung in balance with the threat of an imminent invasion by Nazi Germany. Consider a similar clarion call by contact agents today: “Give us the tools – backed by AI – and we’ll finish the job.” 

    We’re witnessing an exuberant AI hype cycle. History shows that it takes about a decade for a new technology like the first web browser from Netscape, released in 1994, to find a market with measurable, practical, and profitable benefits. It took a while for broadband speeds and easy-to-use payment systems to be developed. Then came audio and video streaming. technology became far better. Today we can’t live without the internet.

    While the AI hype continues to burn bright, we have no idea where and when the practical tools will take root. It’s the start of a new technology era, and it will also take a while for things to take shape.

    Start-ups are already developing AI applications to meet unmet needs across all industries, especially in health care. 

    But an innovation cycle is already happening in the CXaaS space. Companies like NICE have seen the enormous potential for AI to transform customer journeys while easing agent strain and improving employee satisfaction. 

    CXaaS AI tools are in their infancy. In five years, the contact centre might look a lot different, thanks to the practical benefits of CXaaS platforms enhanced by the power of AI.