Cyberattacks become more sophisticated and hackers more aggressive. Business communications such as telephone calls, voicemails, text messages, video meetings and file sharing are targets of attacks. (Emails remain one of the top vectors.) Communicating, collaborating and sharing information are at the heart of every business. Hybrid work is driving a growing reliance on cloud technology, connecting stakeholders in the organization. Your organization’s ability to withstand security attacks and avoid breaches is critical to the ongoing success of the business. Your cloud communications provider should be as focused on security as they are on product innovations. Here’s a Comprehensive Security Guide to help you keep your security on lock.
THE NEED
Conversations taking place in your company cover so many topics that should remain confidential. From product development and customer information to employee data, company strategy, and more. In short, your company’s intellectual property (IP) is threaded throughout the communications between your employees, customers and suppliers. All of this information is valuable to cybercriminals who will use it against you if they gain access.
The IP footprint created by business conversations is vast. This information is vulnerable for bad actors to steal and use maliciously. It’s common for an unknown caller to join an audio or video conference to listen in on a company meeting. The history of chats and emails can virtually live forever on phones, PCs or company servers. What about secure files containing contracts, customer or employee information, confidential presentations and more? Are they really secure?
The moment any technology is offered on the open market, cybercriminals are looking for weaknesses to exploit. Your business communications provider plays a pivotal role in helping keep your proprietary data safe. If you are not working with a supplier who is continually advancing security as the product evolves, you are at risk.
THE SOLUTION
Intermedia Unite provides affordable, cutting-edge business communication tools with top-notch security features. Small and medium-sized businesses gain Fortune 500-level reliability and security through Triple Shield Security and a Comprehensive Security Guide.
With over 25 years of experience, our cloud service prioritizes security. Our certified staff and advanced technologies protect against cyber threats. Triple Shield Security safeguards user access, applications, and data infrastructure.
1 | USER ACCESS SECURITY
User and administrator access – whether from laptops, desktops, smartphones, or even desk phones — if misplaced, misused, or compromised — can become the access point for cybercriminals to access your entire company’s proprietary data.
That’s why user and administrative credentials are a primary target for hackers. Compromised access is frequently used by hackers for lateral movement to get access to other users and other systems, and administrative access is among the most prized target for hackers.
Intermedia’s user access security shields your company from unauthorized access, regardless of device or location. Easy-to-operate access controls allow your administrators to better manage user security — whether through authentication, sophisticated password management, geo-fencing, suspicious login or account compromise detection.
2 | APPLICATION SECURITY
Data is particularly vulnerable when it flows between the safe confines of your secure cloud and your users’ mobile and desktop applications. Cybercriminals can exploit vulnerabilities of in-transit data across complex environments and applications for malicious intent.
Intermedia’s Triple Shield Security helps you foil attempts to access your company at the application layer. We employ encryption, both in-transit (using TLS encryption) and at-rest (using AES 256-bit keys), as an essential component of our “secure-by-design” product architecture to help keep your data private and secure. Data encrypted while at rest includes voicemails, call recordings, meeting recordings/chat/notes, chat and SMS history, chat attachments, and f iles. Applications are penetration tested and reviewed against NIST and ISO security standards.
3 | CLOUD SECURITY
Our cloud is hosted in geographically dispersed, highly secure and monitored datacenters by certified tier-three providers. All of the datacenters are either ISO 27001-certified or are subject to regular SOC security audits.
Network-based monitoring detection systems are configured to detect attacks or suspicious behavior, and vulnerability scans are performed to identify potential weakness in the security and confidentiality of systems and data. We also run advanced, next-generation antivirus technology across our systems to help detect and deter malicious computer usage that often cannot be caught by conventional methods. The technology monitors for unusual patterns and behaviors, alerting security engineers of suspicious activity, 24×7. This endpoint technology can also help prevent attacks against vulnerable services, data-driven attacks on applications, host-based attacks such as privilege escalation, unauthorized logins and access to sensitive files, and malware (e.g., viruses, Trojan horses, and worms).
If most or all of these questions cannot be answered affirmatively by your cloud communications provider, your data may be at risk. Contact us today to learn about our Triple Shield approach in securing your business communications.
The purpose of this notice is to inform you of policy changes to Elevate SMS and Company Messaging services.
Issue:
Elevate SMS service, including Company Messaging, has been designed and provisioned for person-to-person messaging, meaning sending/receiving one message at a time with two-way (back and forth) communication between two human users. Bulk outbound SMS campaigns may be classified as SPAM, leading to blockage by mobile operators and potential fees/penalties for businesses.
SMS Policy:
For outbound SMS campaigns (bulk Sales & Marketing, Collections, Billing/Delivery/Misc. notifications & alerts, appointment setting/reminders, etc.), registration with The Campaign Registry or upgrading to Contact Center is mandatory. Customers should register with The Campaign Registry by working with Towner’s Support team to ensure proper provisioning and set-up.
Bulk messaging will result in instant suspension of messaging service until registration with The Campaign Registry or transition to Contact Center. Towner has a “Zero Tolerance” policy on this issue. Admins will also be notified of the policy through the SMS enablement page in the Admin control panel.
Registration with The Campaign Registry incurs costs for Towner, including higher usage fees for sending bulk SMS messages. Towner reserves the right to begin charging you at any time for any such registration, sending of campaigns, or usage fees.
What should you do?
It is imperative that you educate all existing and new users and admins about these new terms and conditions. If you have a use case that requires outbound messaging, please work with the Support team to get them registered with The Campaign Registry or upgraded to Contact Center for optimal experience.
Gabby is the Client Host at a popular hotel. Her headset has been dropping calls like no body’s business. Frustrated Gabby reaches out to her local Telecom partner…
Gabby: Hey, I’m the Client Host at Hotel Amazing. We’re having issues with dropped calls. It’s really frustrating and I need some urgent help.
Agent: Hi Gabby, we would love to help. Can you check the connections, please?
Gabby: (After checking) Everything seems fine.
Agent: This could be an issue with the actual phone lines or your carrier. Would you mind check to see if the phone lines are live or if there might be any issues with the cables that are connecting your equipment?
Gabby: I can totally do that and get back to you.
Agent: Great! Let me know if there’s anything else I need to help with after you take these steps.
Gabby: Thanks.
Agent: You’re welcome, have a great day.
This may seem like a typical contact center interaction easily solved with some troubleshooting and nice words. But can you believe that artificial intelligence (AI) improvised the role of the contact center agent on the spot? How about Gabby’s lines?
ChatGPT, a conversational AI program released by OpenAI in late 2022, wrote the entire dialogue above within seconds. And while many contact centers already use AI in one form or another to manage customer interactions, many believe ChatGPT’s ability to generate lifelike and intelligent responses rapidly could revolutionize business communications.
What Kind of AI is ChatGPT?
Even if you’ve never ridden in a self-driving car or created a computer-generated portrait, odds are you regularly encounter artificial intelligence in your everyday life. Perhaps you’ve checked the weather with your voice assistant or asked a retailer’s chatbot about product availability.
While these online chat experiences are quick and convenient, they can feel like you’re talking to a robot because you are. AI, like these examples, draws from large but relatively limited pools of data (such as customer records or inventory) to produce responses that fit within a fixed spectrum. On the other hand, the innovative technology behind ChatGPT means its answers seem natural, authoritative, and even creative.
This is because ChatGPT is trained using Reinforcement Learning with Human Feedback (RLHF). It’s built on top of GPT-3.5, a large language model that draws on vast amounts of data created by real people on the internet. It receives continual user feedback to guide it toward behavior that feels realistic. The more it’s used, the more lifelike it becomes.
And with more than one million users in the first five days after its launch, ChatGPT has been getting much use. A paid version is in the works, but current access to the program is free, despite some lags due to overworked servers. Anyone can create an account and begin interacting with the chatbot.
What Can and Can’t ChatGPT Do?
As a highly sophisticated chatbot, ChatGPT is very good at answering prompts, as shown in the opening dialogue above. It can then remember previous responses and modify them based on further input. For example, it made the contact center agent friendlier and shortened the conversation upon request.
However, OpenAI also says ChatGPT has its limits. The technology isn’t exactly “smart” in the human sense. It can’t make decisions or judgment calls. Instead, the program searches for patterns in the data it’s trained on and produces text based on those patterns. The answers it gives can sound authoritative but may be misleading or even completely inaccurate. OpenAI recommends independently fact-checking each response.
How Will Businesses Use ChatGPT?
Regarding real-world applications, ChatGPT has the potential to impact efficiency and productivity in almost every industry.
Businesses are already using the technology for tasks such as:
Improving search results
Automating repetitive tasks
Writing reports
Creating and debugging code
Translating text
Sorting large quantities of data
Analyzing and summarizing customer interactions
In the future, experts see the potential for ChatGPT to handle sensitive information or navigate complicated workflows without the authorization required for human agents.
Of course, ChatGPT’s applications are limited by its programming. Due to its generative nature, each response is slightly different – even if the same input is given multiple times. While it’s very good at producing answers, it can’t make decisions independently. It requires oversight to ensure the accuracy and appropriateness of its responses.
Engineers are already working to integrate ChatGPT with existing systems and technology, but it may be some time before these applications are fully functional.
How Will Businesses Use ChatGPT?
Customers are accustomed to interacting with chatbots for basic requests, but they often find the experience impersonal or frustrating.ChatGPT’s conversational abilities would make interactions feel much more natural, rather than the standard “canned responses” of other AI.
As a friendly, knowledgeable, and efficient contact center representative, ChatGPT could handle most customer service interactions, such as questions about product availability, refunds, or operating hours. It can lower response time by quickly drawing on a customer’s history or data to serve them more accurately.
If a ticket needs to be passed off to a human agent, it can summarize and analyze the online chat before the agent takes over the conversation. This saves time for the agent and the customer since the agent doesn’t have to read through the entire exchange with the chatbot. It also allows agents to focus their empathy and decision-making skills on high-value cases.
OpenAI is currently working on adding ChatGPT to its application programming interface (API), which will allow developers to integrate the technology into their products, whether for the uses mentioned above or for even more creative purposes. The company is also partnering with investors and AI innovators to expand ChatGPT’s abilities further.
Is ChatGPT the Secret to Better Business Communication?
ChatGPT certainly has many promising applications regarding business communications and customer service. There are ways in which it’s an improvement over current AI, especially in terms of realism and range of output. However, it still requires significant oversight to overcome misleading or undesired responses.
While we’re likely to see ChatGPT or other increasingly sophisticated technology incorporated into everyday work and life, it cannot replace authentic knowledge and empathy.
ENHANCE YOUR VIDEO CONFERENCE COLLABORATION, ANYTIME, ANYWHERE
With the ever-changing work environment, Towner’s Elevate Rooms helps to bridge the gap between in-office and remote meeting attendees for businesses of all sizes.
Keep your workforce connected and extend the powerful collaboration capabilities of Elevate to any video conference room. Rooms is built to deliver the simplicity of Elevate meetings through a consistent and familiar user experience from desktop to video conference room.
Elevate Rooms works with existing audio and video equipment and only requires a small PC and controller tablet, all of which are available off-the-shelf. Elevate Rooms is fully integrated with Elevate. This functionality brings unrivaled simplicity for end users and IT manager
Video Conference Users can:
Easily reserve a video conference room and simultaneously schedule a video conference for both in-office and remote workers
Join any scheduled conference meeting from the tablet in the video conference room with one tap
Start an unscheduled meeting in a video conference room and invite others who are remote or in office
EXISTING HARDWARE Utilize equipment you may already have. Elevate Rooms works with most displays, projectors, speakers and microphones. An Android tablet and meeting room PC control the experience.
NUMBER OF PARTICIPANTS Allows up to 100 or 200 attendees in a Elevate meeting depending on the Elevate license.
ATTENDEE FUNCTIONALITY Share meeting control by starting a meeting on behalf of the meeting organizer from the controller tablet in the room. From a laptop, users can: share content, take notes, record sessions, and chat throughout the live session.
SIMPLICITY Elevate Rooms delivers the simplicity of virtual meetings through a consistent and familiar user experience from desktop to conference room.
MEETINGS FROM ANYWHERE Connect with coworkers while in the office or remote from where ever, when ever
INCREASED COLLABORATION Elevate Rooms brings people together, increasing productivity and collaboration between employees near and far. Which means happier employees and even happier customers
You can feel confident that your private data is safe with Towner’s comprehensive security guide . Our Triple Shield Security takes a multipronged approach to protecting your business data with technologies that address three potential points of vulnerability – protecting user access, securing applications, and defending the cloud infrastructure. Our system utilizes state-of-the-art technologies designed to constantly monitor for, and defend against, malicious intruders.
Our comprehensive security platform provides comprehensive security features that are constantly evolving in order to respond to, and help mitigate, potential threats. The platform capabilities and the technologies it employs are regularly examined and reviewed by our security team to help ensure an extremely secure communications and collaboration experience that can be trusted to protect you and your businesses.
INFRASTRUCTURE & NETWORK SECURITY
We invest considerable human and capital resources to help ensure high levels of security and protection that give you peace of mind. We understand that if you’re to trust us with your communications and data, you need to understand how we’ll protect it. Vigilance is essential to keeping your business safe.
Highly Secure Datacenters Our cloud is hosted in geographically dispersed, highly secure and monitored datacenters by certified tier-three providers. All of the datacenters used to deliver the Elevate service are either ISO 27001-certified or are subject to regular SOC security audits. Each of the world-class datacenters that are used in the delivery of the Elevate service also adhere to adheres to strict standards in physical security. Each datacenter is closely monitored and guarded 24/7/365. Secure access is strictly enforced using the latest technology, including electronic man-trap devices between lobby and datacenter, motion sensors, and controlled ID key-cards.
Infrastructure Protection System and network security is important to us and our customers. In order to maintain a secure infrastructure, Elevate is supported by several layers of security controls in operation. These controls include processes for managing user access to critical systems and devices, formal policies for authentication and password controls, and configuration standards for firewalls. Secure VPN and two-factor authentication (2FA) are widely utilized across the Elevate infrastructure to prevent unauthorized access.
We also implemented several monitoring controls to identify potential security threats and notify relevant personnel of the severity of the threat. Firewalls are in place and configured to prevent unauthorized communications. Network-based monitoring detection systems are configured to detect attacks or suspicious behavior, and vulnerability scans are performed to identify potential weakness in the security and confidentiality of systems and data.
We also run advanced, next-generation antivirus technology across our systems to help detect and deter malicious computer usage that often cannot be caught by a conventional methods. The technology monitors for unusual patterns and behaviors, alerting security engineers of suspicious activity, 24x7x365. This endpoint technology can also help prevent attacks against vulnerable services; data-driven attacks on applications; host-based attacks such as privilege escalation; unauthorized logins and access to sensitive files; and malware (e.g., viruses, Trojan horses, and worms).
We utilize a combination of commercial and proprietary security tooling to assist with threat and vulnerability management; security information event management; identity, access, and password audits; secrets and key management; managed detection and response; secure development lifecycle; managed security operations; and bug bounty programs. We also perform regular penetration testing and/or red team assessments on our applications and systems infrastructure using respected independent cybersecurity consultants on at least an annual basis.
Other security highlights:
Commercial-grade edge routers are configured to resist IP-based network attacks
We subscribe to Distributed Denial of Service (DDoS) protection through a leading provider of network security
Our production network is physically and logically separated with highly restricted access and multiple authentication levels
Operational functions include monitoring, system hardening, and vulnerability scans
Employee Security Our employees, regardless of role, undergo rigorous background checks. Employee access to systems, applications and networks is strictly controlled using two-factor authentication and role-based access control. Access to servers is restricted to a limited number of authorized engineers and monitored regularly.
Dedicated Security Staff and Monitoring We employ a dedicated, full-time security staff who are certified in information security. This team is involved with all aspects of security, including log and event monitoring, penetration testing, incident response, managing endpoint protection, vulnerability management, perimeter defense, service and architecture testing, and source code reviews.
DATA PROTECTION & PRIVACY
We are committed to protecting the privacy of your data and making sure you have full visibility regarding where and how it’s used. Your cloud contains extremely valuable and confidential content, including intellectual property, customer data, financial information, and sensitive personal data. You need to have confidence in how it’s stored and managed.
Locations of Data Handling/Storage We maintain datacenter locations in the Eastern and Western United States, Canada, the United Kingdom, Germany, Australia, and Japan. With respect to user content that is processed through the Elevate service, we generally aim to handle and store such data in the customer’s geographic region, when possible. As of the date of this report, the core components of the Towner service are able to be delivered through the following datacenter locations: • Voice Services: Any of our global datacenter locations • ShareSync: United States, Canada, United Kingdom, and Japan • Online Meeting/Chat: United States
In instances where a particular service is not able to be serviced through a datacenter in a customer’s geographic region, the user content will generally be handled and stored in the datacenter closest to the customer’s location. Business and financial information related to Towner accounts, such as billing, order history and account contacts, is processed and stored in the United States.
Data Encryption Data encryption protects sensitive customer and call data from unauthorized access. In addition, numerous national, local, and industry regulations regarding customer and patient privacy mandate encryption of data. We employ encryption, both in transit (using TLS encryption) and at-rest (using AES 256-bit keys), as an essential component of our “secure-by-design” product architecture to help keep your data private and secure. Data encrypted while at rest includes voicemails, call recordings, meeting recordings/chat/notes, chat and SMS history, chat attachments, and ShareSync files.
PHONES/DEVICES/APP SECURITY
Encryption technology is important to keep conversations and data secure from prying eyes. However, encryption only tells part of the story. We have several technologies designed to keep intruders from accessing your internal systems and apps.
Secure Handset Protection To verify that phones and devices are secure from cyber threats and attacks like eavesdropping, we require strong passwords on all SIP endpoints. Each device is securely provisioned using “HTTPS” with mutual authentication to prevent intrusion.
Authentication for Elevate Apps Elevate Desktop and Mobile Apps allow users to use their business phone system while working remotely or on-the-go. These apps can require a username and password and can also be enabled with 2-factor authentication for access.
Google Chromium Browser Security Platform The Elevate Desktop App is built using Google Chromium browser technology. It makes use of the very latest security enhancements available and is updated regularly to keep current with the latest security patches. Chromium’s architecture focuses on preventing attacks from persistent malware, transient keyloggers, and file theft.
MONITORING & DETECTION
Automated 24/7 Toll Fraud & Threat Detection We monitor call patterns to international (and high-cost) locations on a constant basis and consistently look to improve our fraud monitoring systems. If any customer exceeds the call thresholds for any international areas, we will disable international calling and notify the purchaser, informing them that international calling has been disabled based on possible fraudulent activity. To protect the customer, we will not re-enable international calling until the account holder has given us authorization. Additionally, we employ active monitoring to detect and notify customers of suspicious login activity and unrecognized devices on their network.
Spam Caller Protection* Every account is enabled with Spam Caller Protection – helping to keep you and your employees free from calls originated by autodialers and known fraudsters. It allows administrators to decide how to route these calls. Depending on your organization’s preferences, you can tag these calls in the Caller ID screen, send them to voicemail, or block them. This protection extends to every device, including the Desktop and Mobile Apps
SECURITY & COMPLIANCE
SOC 2 SOC 2 is a technical audit specifically designed for service providers who store customer data in the cloud. We have a SOC 2 report from an independent auditor that has validated that, in their opinion, our controls and processes are effective in minimizing risk and exposure to this data.
PCI-DSS The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store, or transmit credit card information maintain a secure environment.
The payment processing system that supports Elevate has passed these strict testing procedures and is compliant with PCI DSS. This helps ensure that your payment information will not be accessed by unauthorized parties or shared with unscrupulous vendors.
GDPR and Other Privacy Regulations We have extensive experience managing a highly secure infrastructure and complying with complex regulations. We are committed to comply with the EU’s General Data Protection Regulation (GDPR) and other privacy regulations across our services. We maintain a security environment that meets the requirements of the GDPR, and we offer Data Processing Agreements (DPAs) to our partners and customers to help assure them that our processing and handling of their data will meet applicable regulatory standards, including all required security measures.
Healthcare Industry Security Compliance Countries around the world impose strict legal and regulatory requirements on the handling of medical and other health-related information by healthcare providers. Our robust set of security features enables customers in the healthcare industry to configure Elevate to help them comply with those stringent requirements. For instance, Elevate offers a range of security settings, and a Business Associate Agreement (BAA) is available upon request, to support businesses in their efforts to comply with the administrative, physical, and technical standards required by the U.S. Health Insurance Portability and Accountability Act of 1996 (HIPAA).
Telecommunications-Related Security Requirements Consumers are understandably concerned about the security of the sensitive, personal data they provide to their service providers. Many countries’ telecommunications regulations include encryption and other security-related requirements applicable to data processed and stored in connection with the services, and we are committed to complying with those requirements wherever we offer our services. As just one example, the United States Federal Communications Commission (FCC) requires carriers like us to establish and maintain systems designed to ensure that we protect our subscribers’ Customer Proprietary Network Information (CPNI), and we file an annual certification documenting our compliance with these rules
ELEVATE SECURITY FEATURES AND CONTROLS
Calling – The account administrator can request TLS transport for desktop telephones
Mobile Softphone – TLS transport can be enabled in application settings to enable encrypted signaling
Call Recording – The account administrator can control call recording on a per user basis. Call recording can be activated on demand by the user
Voicemail to Email – Voicemail to email is a convenient feature but for maximum security it can be disabled per user
Voicemail Transcription – Voicemail transcription can be enabled or disabled on a per user basis for maximum security
Visual Voicemail – Visual voicemail is available in the Desktop and Mobile apps and is protected by the same robust access controls including optional 2FA
Desktop Softphone – The Desktop Softphone uses TLS and SRTP to ensure communication is always encrypted
Chat – Chat messages are encrypted both at rest and in transit
ShareSync – Share data is encrypted both at rest and in transit
Online Meeting meetings, chat, notes – This data is encrypted at rest and in transit. WebRTC technology is used to encrypt meetings
Integrations – Integrations vary depending upon the 3rd party system, but typically use REST over HTTPs transport for encryption
Administrator Control Elevate features many flexible security features that allow the system administrator granular control over their security policies.
Administrator-defined passwords – Elevate supports both user and administrator-defined passwords for access to services
No compromised passwords – Elevate users benefit from password validation services; this prevents users from selecting passwords which are known as compromised
Forced password resets – Administrators can force all users to change their passwords, either for administrative reasons or company policy reasons
Custom password policies – Password policies can be defined to align with existing business practices or policies
Flexible password expiration – Password expiration can be defined to align with existing business practices or policies
Dynamic blocking feature – Administrator-defined policies monitor unsuccessful logon attempts and can dynamically restrict and release user accounts. This feature can be fully customized to align with existing business practices or policies
Two-Factor Authentication (DoubleSafe)
This additional security layer can be activated for Elevate, Online Meeting, Contact Center and ShareSync applications. Two-factor authentication (2FA) requires an additional authentication challenge to access Elevate services. This feature is fully configurable to suit your business needs. 2FA supports Push Notification via the DoubleSafe mobile application, SMS messaging and voice calls. 2FA can be enabled on a per-user or per-organization basis and supports challenges for every login, daily, weekly, monthly or only when logging into Elevate services from a new device. DoubleSafe is included with every Towner Elevate account.
It’s time we get you and your team working seamlessly both in office and remotely. That means getting that phone off your desk and making sure your working from the most agile and feature robust platform suite available. That’s why from now until the end of they year we’re giving FREE Yealink Headsets to everyone who upgrades to Towner’s newest cloud suite! Already on our best of technology platform? Well kick in a headset for every user you add! This is kind of a big deal!
Match Your Platform
Thanks to the broad compatibility of Yealink personal collaboration devices such as headsets, speakerphones and USB cameras, users can enjoy consistent call experience across UC platforms, which promises better communication quality, higher productivity and lower IT costs. Certified for Microsoft Teams, the devices designed with a dedicated Teams button for activating Microsoft Teams with one touch. *Please check the compatibility list for more details.
Stay Focus and Enhance Productivity
Providing a visual cue and indicator that help to reduce distractions and eliminate interruptions, which promises your ideal productivity.
* External Busylight(BLT60) available as an optional accessory
Intelligent Mute Zone
When raising the Mic-Boom to within 30 degrees, the headsets will automatically activate mute function, ensuring that you can easily switch to a private conversation.
The U.S. business landscape shifted in early 2020 when Covid dispersed workers into the remote workforce. From a small business cybersecurity standpoint, there were multiple immediate impacts, some direct and some far more nuanced.
The most direct impact was that companies suddenly had a massive number of new remote offices. From a cybersecurity perspective, these remote sites differed from familiar office setups. No, these new remote sites didn’t share much in common with each other. They would be leveraging different carriers, using different routers. Each location has varying devices, patching levels, and technology setups.
These new remote sites often gave access–often unauthorized access, but access nonetheless–to children and other security risks. These systems may back up to consumer-grade backup firms, putting both security and compliance at risk.
That was the first change that pushed companies into using far more cloud environments. A move to the cloud would theoretically bring back consistency, which is necessary to have meaningful security and compliance.
The second factor that increased cloud usage was indirect. During the initial phase of the epidemic, businesses had to vacate their premises, leaving on-prem systems unmanaged.
Since early 2020, businesses rapidly shifted data storage to the cloud
But between remote sites and the emergency abandonment of many on-prem operations, those companies sharply accelerated their gradual plans to move more and more data into the cloud.
This massive cloud movement introduced a lot of SMBs to the reality of large-scale cloud deployment. On the plus side, there were improvements in scalability and cybersecurity. Clearly, there are good and bad cloud providers in much the same way that there are SMBs with excellent cybersecurity and some with much weaker cybersecurity. That all said, it’s true that the vast majority of SMBs experienced a very substantial boost in security and scalability with their cloud move.
That fact also leads us to the biggest cloud challenge. Although it is true that cloud platforms typically focus extensively on cloud security, the nature of a big cloud host means that its decisions are generic. Its configurations, for example, are perfectly fine for most companies doing typical data projects, but the trick of cybersecurity is fine-tuning an environment for one specific business: yours.
It needs to factor in your company’s size, your vertical/verticals, your current profile, your imminent expansion plans, your compliance position, and critically, your threat landscape (meaning who is trying to attack you and what techniques are they using).
That onus typically falls into the to-do lists of the business’s IT or security staff, assuming that the SMB has either/both of those. But rarely do those teams have the time and resources to do that customization. It gets worse. Many cloud environments will change their own configurations–and yours, right along with it–every day and the cloud staff will never tell their customers/cloud tenants that they made the changes and certainly not what those changes were.
Where does this leave SMB executives? The move to the cloud is the right choice. Beyond cybersecurity strengths, compliance, scalability, and uptime robustness, the typical cloud can deliver far superior ROI. This is simply a factor of the cloud’s scale. Not only can their systems handle your vast amount of data for fewer dollars than an SMB can, but they can absorb the cost of a 24×7 team of highly trained personnel watching your systems around the clock. If your business gets hit with a D-DOS (distributed denial of service) or ransomware attack at 2 AM on a Saturday, you’ll be glad that you can reach your cloud team and know that they are fighting on your behalf.
It’s not the move to the cloud that is in question. The question is which cloud platform makes the most sense for your business. Here are some things to consider:
Does this cloud platform take the time to understand my business, my plans, and my threat landscape?
Does this cloud platform have the ability to use that information to adjust its configurations and options to maximize security and efficiency for my business?
Does the cloud platform keep in touch with you, asking continual questions about your business so that they can configure settings to handle your current needs–as opposed to what your needs were five months ago?
Is the cloud platform focused on businesses like yours or are most of their cloud tenants $50 billion enterprises?
When you need help, how responsive are they?
Test their customer service/technical support team before signing a contract. How quickly do they answer? How easily do you find them to talk with? Do they take the time to understand your immediate need or do they seem to be reading from a script?
Here at Towner, we are happy to report that our teams are trained to handle businesses just like yours. Simply put, it is our job to focus on your IT so you can focus on your business.
From 2021 to 2026, the global market for VoIP (Voice over Internet Protocol) is expected to grow by nearly $20 billion. One of the main drivers of this increase is business usage, which has accelerated recently because of the COVID-19 pandemic. Many businesses let their employees work from home for the first time during the pandemic, so they had to switch to a phone solution that would let them run operations remotely while maintaining security.
Many adopted VoIP, the digital form of voice communications, and other cloud-based communications platforms to make their teams more flexible.
But for small businesses, VoIP offers far more than increased flexibility. It provides important benefits that can enhance the customer experience and drive growth. Let’s look at the main benefits of VoIP for small business so you can decide if you should modernize your company’s phone system.
1. Lower Business Phone Costs
Because VoIP sends voice data over the internet instead of relying on phone lines, your small business will see lower operational and calling costs. Businesses see about a 30 percent drop in phone bill costs when they switch to VoIP, and they can save as much as 75 percent on operating costs.
You don’t have to maintain separate networks for your data and voice, letting you consolidate your expenses.
Your business can avoid expensive landline setup fees because you don’t need to pay for a PBX (Private Branch Exchange) system, hubs, switches, telephone adaptors, and other hardware.
With a virtual number rather than one that’s connected to a physical landline telephone, you can save on both local and international calls.
With hosted VoIP, you can easily use a cloud-based communications platform that lets your employees communicate from anywhere via video conferencing or voice. With this capability, your business can save on office space.
2. High Call Quality
As long as your business has a strong internet connection and adequate bandwidth, your customers and employees will experience excellent call quality. Your business also has more control over call quality with VoIP because you can use a headset or microphone and adjust the settings to create the sound you want.
3. Advanced Call Features Without High Costs
One of the biggest benefits of VoIP for small business is functionality. VoIP and cloud-based communications technology have been evolving rapidly in recent years, so you can find a provider that offers a rich set of useful features when comparing platforms.
With a modern VoIP solution, features like call forwarding, Interactive Voice Response (IVR), call recording, analytics, auto attendant, call queuing, and integration with your other business applications are the norm rather than the exception. These tools can help you better serve your customers because you can improve call flows and gain insights into performance.
With a landline business system, you’d likely need to invest in a high-priced PBX system and pay add-ons for extra features.
4. Better Security with the Right Provider
Just as your business has access to more call features with VoIP, you also have more security tools in your toolbox. That’s why – despite the fact that both landline calling and internet-based calling have vulnerabilities – you can create a more secure system with a properly configured VoIP phone system.
With VoIP, your business can use the following tools to increase security:
End-to-end encryption to prevent eavesdropping
Endpoint security
Two-factor authentication for call apps
SPAM call blocking and tagging
To ensure top-notch security, you also want to choose a hosted phone system provider that lives up to extremely high standards regarding data center, network, and product protection.
5. Employees Can Work from Anywhere with VoIP
Another game-changing benefit of VoIP is work flexibility. Once you modernize your phone system with internet-based calling, your staff can work from anywhere. That means your organization can go fully remote or use a hybrid model, where some employees come into the office for at least part of the week.
This work-from-home option makes your business more flexible – if people can’t be in the office, whether it’s because they’re traveling, they prefer working from home, or there’s an emergency that won’t let them, operations can continue as usual when your phone system is hosted in the cloud.
But there’s more to it. Being a work-from-anywhere small business might also help you attract and retain talent – according to surveys conducted by Morning Consult and Owl Labs, 30 to 40 percent of American workers would consider leaving their job if their employer required them to work in the office full-time.
6. Digital Calls Are Just the Beginning
When your small business uses VoIP technology, you can get far more than digital voice communications. You can choose a system that includes all the important communication channels under one umbrella. A cloud-based unified communications system, or UCaaS (unified communications as a service), combines:
Voice
Video conferencing
Chat
File sharing
You can also integrate with your contact center solution, enabling your employees to provide an even better customer experience.
Empower Your Small Business with VoIP
If you’re considering switching to a modern phone system, explore the options offered by Towner.
We have the cloud communications solutions your organization needs to take advantage of all the benefits of VoIP and transition to a work-from-wherever organization, including Unified Communications, Contact Center software, and more. Even better, we make cloud migration and onboarding worry-free. Contact us to learn more.
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MICROSOFT TEAMS AS YOUR COLLABORATION HUB:
Use Microsoft’s collaboration tools to manage chat, file sharing, and video conferencing.
NATIVE VOICE INTEGRATION WITH MICROSOFT TEAMS:
Seamlessly add Elevate enterprise-PBX features to Microsoft Teams with no additional employee training required.
ELEVATE ENTERPRISE-GRADE PBX:
Greet and route callers to the right person or department and make external calls directly from the Microsoft Teams dialer through the Elevate cloud PBX.
COVID commencement: Year three of uncertain adventures for graduates. Pandemic-paved path ends as new alums begin their careers.
Unlike previous generations, Gen Z’s new offices might look very familiar to them. From school desks to workstations: new grads embrace remote opportunities. Screen fatigue haunts young workers as remote work becomes permanent.
How does Gen Z really feel about committing to a remote career? Are there benefits to allowing new grads to work from home? Most importantly, how can employers set up this latest generation of the workforce to thrive?
From Virtual Students To Virtual Employees
Defined as the generation born between 1997 and 2012, Gen Z is known for their digital prowess, social wokeness, and – now – for having a significant part of their young lives uprooted by COVID-19. Formative years shape Gen Z career expectations, turning 25 milestone.
While they might be the first “digital native” adults, Gen Z is ready to come out from behind their computers. In fact, only 36 percent of Gen Z prefer remote work over going into the office, compared to 62 percent of boomers and about half of Gen X and millennials. Gen Z seeks meaningful connections beyond virtual realms for career growth.
There may be a common misconception that Gen Z doesn’t want to work, but that’s not true. Instead, having lived through two formative years of a pandemic, they seek a meaningful balance between their careers and personal lives. Forty-two percent of Gen Zers would rather work for a company that gives them a sense of purpose over a company with higher pay.
If they feel they aren’t deriving fulfillment from their jobs, they won’t hesitate to seek out new opportunities; the same study found that 65 percent plan to stay for less than a year in their current position.
As the newest generation of employees enters the workforce, it’s important to recognize their unique needs and concerns, distinct from those who have come before. By 2030, Gen Z will make up a third of the U.S. labor market. As more and more Gen Zers come of age, they will be the ones defining business in the future.
Pros And Cons Of Letting New Grads Go Remote
Sixty-three percent of LinkedIn professionals indicated to Mitel that businesses should allow new grads to work remotely, sparking an interesting discussion about some of the challenges facing young employees in the modern workplace. Here are just a few of the positives and negatives raised.
Pro: They know how to navigate remote environments. Without a doubt, Gen Z is well equipped to handle virtual work. Graduating into a labor market with more remote jobs than ever before, they have a disproportionate level of experience conducting themselves in digital spaces. In school and internships, they have proven they have the self-motivation and time management skills to be trusted to complete their tasks at high levels with minimal supervision.
Con: They miss out on crucial real-world experiences. No amount of education can substitute for practical, on-the-job learning. Many roles have aspects that cannot be performed 100 percent remotely, and even those that do could benefit from in-person supervision. It’s easy for a live supervisor to catch a small mistake as it happens, but it can be very difficult to correct in-the-moment errors from a distance.
Pro: Location doesn’t matter. The proliferation of remote work means graduates aren’t limited to applying to jobs in their area, and they don’t have to worry about relocating somewhere new. This allows them to apply to a wider range of positions matching their skills and can build careers with companies that might otherwise have been out of reach.
Con: It’s difficult to build relationships remotely. One of the key challenges facing Gen Z is loneliness: Nearly one in four people under the age of 25 said they feel lonely in their jobs, and 44 percent don’t have friends in their workplaces. Traditionally, office workers spend a significant part of their days networking, but opportunities to socialize are far less spontaneous for remote employees. In remote positions, it’s much more challenging to build the mentorships so crucial to shaping fledgling careers.
Pro: Living expenses may be lower. In a challenging economy, faced with high inflation, record housing costs, and staggering student loans, remote work offers new grads the opportunity to take jobs in markets they may not otherwise be able to afford. By living with family or roommates in areas with lower costs of living and minimal commuting expenses, Gen Zers can save money while still building their careers. Con: They may feel left behind. In any job, many junior employees may not realize they’re making mistakes, or they might feel uncomfortable asking for help. Ongoing training and support are important parts of every role, but without the solid foundation of a trusted mentor, some new hires might be unsure of what to do next or even what it looks like to succeed in their position.
How To Support New Graduates In Remote Roles
Every company wants their employees to thrive, and while there might be some challenges unique to this new generation of workers, there are many ways to support recent graduates in their careers. In a recent interview with Channel Chat Media, Daren Finney, Senior VP of Global Channels at Mitel, offered some good advice for supervisors looking to set their youngest team members up for success. Here are some of the tips he offered.
Foster important relationships early. From experienced mentors to casual work friends, building a community within your company is important for employee happiness. Finney suggests companies make it as easy as possible for new hires to interact with their peers with collaboration and communication apps with video and chat so they can seamlessly connect when they need to.
Set clear expectations – and metrics for achieving them. It’s not enough to establish key performance indicators (KPIs), noted Finney. Supervisors must also guide their trainees through the process of reaching their goals. Using hybrid work solutions with task tracking, shared workspaces, and instant messaging provide junior employees and their mentors with concrete ways to track progress and clarify responsibilities.
Provide technology to equalize experiences. In the interview, Finney pointed to his own phone as an example of a way technology has made his remote work feel more like the office. For positions relying heavily on phone calls, like remote customer service or sales, a physical IP VoIP phone identical to the ones used by their in-person colleagues helps ensure everyone feels equal.