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10 Effective Ways to Leverage AI Chatbots for Your Business

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AI Chatbots

As artificial intelligence becomes more advanced and conversational, the aversion to “talking to a machine” is steadily diminishing. In fact, 73% of consumers now expect websites to incorporate AI chatbot programs as a self-service option.

Whether you’re already leveraging chatbots and seeking to maximize their value, or you’re new to these tools and looking for ideas on where to begin, we’ve got you covered.

Explore practical ways to utilize AI chatbot applications to boost customer service and enhance employee efficiency.

Key Points:

  • Strategically decide when to use proactive chatbots that initiate conversations and reactive ones that respond to user interactions.
  • Key chatbot applications include customer support, reservations, surveys, and lead qualification.
  • AI chatbots can also function as virtual assistants, enhancing employee productivity.

Proactive vs. Reactive: Choosing the Right AI Chatbot Strategy for Your Business

Proactive chatbots initiate interactions with users without any prompting, often popping up to offer assistance or share reminders.

On the other hand, reactive chatbots respond to user actions or requests. When a person seeks help from your team, the chatbot attempts to address the issue before escalating it to a human agent.

proactive chatbot reactive chatbot

Deciding Which One To Use

Just as you wouldn’t want to be overly pushy in person, avoid having proactive chatbots pop up too frequently, disrupting the user experience. Place proactive chatbots in locations where they are likely to be necessary or welcomed by users.

For example, an AI chatbot could appear shortly after a visitor lands on your homepage, asking them what they’re looking for and directing them to the appropriate sections of your site.

On a blog post, the user’s primary intent is usually to read the content, so a chatbot appearing at the start could be intrusive. Instead, place a proactive chatbot at the end of the post to serve as a call to action, encouraging further engagement or conversions.

Reactive chatbots are generally suitable as an initial response to user requests. If the user prefers to interact with a human, they can request it specifically from the system.

Key AI Chatbot Application Use Cases

There are countless ways to utilize AI chatbots, but these examples are a great starting point.

1. Customer Support and Experience

Customer support is often the first application for an AI chatbot. The main goal is to ensure customers feel promptly attended to whenever an issue arises.

The chatbot can begin by answering common questions or directing users to helpful resources such as videos or articles. For more complex issues, it can escalate the matter to a human agent or create a support ticket for a quick callback.

Additionally, chatbots can facilitate basic account management in a secure environment. With natural language processing, customers can easily handle tasks like payments and transfers using simple conversational inputs.

2. Tailored Discounts and Special Offers

When a customer browses your site, they might also be checking out your competitors for the best deal. If the person is a returning customer, the chatbot can analyze their browsing and purchase history, along with other interactions, to determine if they qualify for a special discount.

This personalized approach is often more effective than generic, time-limited promotions or coupons that appear when users are about to leave.

3. Lead Qualification and Customer Surveys

For significant purchases that involve a longer sales cycle and multiple interactions, AI chatbots can effectively engage prospects in the early stages of the buyer’s journey. Users are often more willing to respond to chatbot queries than to emails or phone calls, leading to higher conversion rates.

Additionally, chatbots can gather valuable insights through quick polls or surveys, helping you understand customer preferences and improving your marketing and sales strategies.

4. Personalized Product Recommendations

When a customer repeatedly searches your site for similar items without making a purchase, the chatbot can step in with personalized product recommendations. This approach is often more helpful and engaging than a generic abandoned cart notification.

5. Simplifying Reservations

Even with a well-designed website, some users may find it challenging to navigate the reservation process. An AI chatbot can serve as the perfect virtual assistant, guiding users step-by-step to make reservations effortlessly.

6. Secure and Confidential Interactions

Some customers prefer not to discuss sensitive information with a human agent. Your AI chatbot can handle inquiries and provide account details while adhering to strict privacy and data protection regulations, ensuring secure and confidential interactions.

7. Timely Notifications and Updates

Keeping customers informed with relevant news updates can add significant value, especially in the B2B market. If you’re in an industry where timely information is crucial, such as finance, a proactive chatbot can share important bulletins and reminders with your clients.

8. Streamlining Hiring, Training, and Work Tasks

AI chatbots aren’t just for customer service; they’re valuable tools for your employees too. In human resources, chatbots can interact with and qualify prospective hires, making the recruitment process more efficient.

Additionally, employees can use AI assistants to handle repetitive tasks, answer questions, translate information, summarize text, and manage various other assignments, boosting overall productivity.

AI Chatbot

9. Reducing Costs

By automating customer interactions and routine tasks, AI chatbots can reduce the need for a large support team, leading to significant cost savings. This makes them a cost-effective solution for businesses of all sizes.

Chatbots-Cost-Savings-and-Task-Automation-Potential

10. Improving Data Collection and Analysis

Chatbots can gather valuable data on customer preferences, behavior, and feedback. This information can be analyzed to gain actionable insights, helping you make informed business decisions.

 

Integrate Your AI Chatbot with a World-Class Contact Center

Whatever AI chatbot application you choose, it should be part of a robust contact center solution. For a cloud-based service that enables smarter customer engagement, reach out to us at Towner Communications to learn about our world-class software.

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Elevate Your Customer Experience with Intermedia Contact Center for Microsoft Teams!

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Contact Center for Microsoft Teams

In today’s fast-paced business environment, effective communication and seamless collaboration are crucial for success. We’re thrilled to announce Intermedia Contact Center is now Certified for Microsoft Teams, enhancing our service offerings!

Contact Center for Microsoft Teams

Why This Partnership Matters

Intermedia a leader in cloud solutions, has been a trusted Microsoft Gold Certified Partner for over 15 years. This new certification signifies our commitment to delivering reliable, scalable, and high-performance solutions that meet Microsoft’s stringent standards. Teams users can now access Intermedia Contact Center’s innovative features confidently from anywhere with this certification.

Advanced Features That Set Us Apart

Towner’s Intermedia-powered Contact Center offers cloud-based features to enhance business communication and customer service.

  • Omni-Channel Design: Manage customer interactions through multiple channels, including phone, email, and SMS, ensuring you never miss an opportunity to connect with your customers.
  • Advanced Call Routing & Automated Workflows: Optimize efficiency with intelligent call routing and automated processes that streamline operations and reduce handle times.
  • Quality Control & Reporting: Leverage extensive analytics to monitor performance and implement improvements, ensuring top-notch service quality.
  • SPARK AI Technology: Enhance your service with AI-driven insights, including AI Transcription for calls and voicemails, AI Transcription Redaction, AI Interaction Summary View, AI Agent Evaluator, AI Chatbot, and AI Sentiment Analysis.

How This Will Improve Your Business

Increased Productivity: Equip your team with intelligent tools to handle customer interactions more efficiently, reducing handle times and improving first contact resolution. This leads to higher productivity and better use of resources.

Enhanced Customer Experience: Ensure every customer touchpoint is exceptional with advanced analytics and AI-driven insights. By understanding customer sentiment and providing timely, accurate responses, you can significantly boost customer satisfaction and loyalty.

Seamless Integration: With our solution Certified for Microsoft Teams, you can trust in a seamless, reliable integration that enhances your existing Teams capabilities. This means smoother transitions, fewer disruptions, and a more cohesive communication strategy.

Recognized Leadership

Towner’s dedication to working with the most innovative partners has not gone unnoticed. Recently Intermedia was recognized by Aragon Research as a Leader in The Aragon Research Globe™ for the Intelligent Contact Center for SMB 2024, Intermedia and Towner continue to lead the way in providing advanced communication tools to businesses. This recognition highlights our commitment to excellence and our ability to deliver cutting-edge solutions that meet the evolving needs of businesses today.

Empower Your Team

“Intermedia is dedicated to revolutionizing workplace collaboration and customer service excellence,” said Irina Shamkova, EVP of Product Management at Intermedia. “Our certified Contact Center solution powered by SPARK AI empowers Microsoft Teams users to achieve new heights of productivity and customer satisfaction.”

Discover More

To learn more about how Microsoft Teams integrated with Towner’s Contact Center can transform your business, visit Towner Contact Center for Microsoft Teams.

Stay ahead of the curve and enhance your business communication with the trusted solutions from Intermedia and Microsoft Teams. Your journey to improved productivity and customer satisfaction starts now.

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VoIP Bandwidth Requirements: Unpacking Data Needs for Smooth Communication

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VoIP Bandwidth

If you’re considering switching to a phone system powered by Voice over Internet Protocol, you’re likely excited about the advanced features VoIP offers. But you might also be wondering if your internet connection is up to the task.

The last thing you need is poor audio quality or dropped calls. These issues don’t just impact your team’s efficiency—they can also lead to unhappy customers and lost revenue.

VoIP Bandwidth Requirements

Before making the switch, make sure your internet bandwidth can handle your VoIP requirements. This guide will help you understand the data needs of VoIP and how to assess if your current setup is sufficient.

Key Points:

  • A stable internet network with enough bandwidth is essential for clear and consistent VoIP calls.
  • A reliable communications provider uses the Opus codec to deliver clear calls without consuming excessive bandwidth.
  • Each VoIP line typically needs 100 Kbps for both upload and download speeds.
  • Choose a provider with user-friendly troubleshooting tools and responsive customer service to help determine when to upgrade your bandwidth.

VoIP Audio Quality: Bandwidth and Data Usage: 

In the context of the internet, bandwidth represents the amount of data a connection can transfer in a given time. The greater your bandwidth, the faster data moves across the line. Smooth data transfer is crucial for clear VoIP calls.

While bandwidth isn’t exactly the same as internet speed, it directly influences how fast your networked devices can operate. Heavy online traffic on a connection with low bandwidth can cause congestion, resulting in sluggish and unreliable service.

Think of it like this: a multi-lane highway enables smoother and faster traffic flow compared to a narrow, two-lane road. To support your team’s VoIP usage and other online activities, ensure that your internet plan provides ample data caps.

what-is-bandwidth-graphic-1024x576-1

How Does VoIP Work

VoIP enables voice and video calls and text messaging over the internet. It relies on Session Initiation Protocol (SIP) to ensure your connections remain secure and stable.

One way to make calls is through a dedicated IP phone, connected to your network via Ethernet or Wi-Fi. This device converts audio signals into compact data, which it transmits through your IP network for internal calls. For external connections, the data is routed to your provider, which links it to other VoIP networks and traditional telephone systems (POTS).

You can also use smart devices for calls. By downloading a softphone app on your mobile device or computer, you can make calls with a speaker and microphone, and a connected camera will allow you to make video calls as well.

Impact of Audio Compression and Codecs on Call Quality

Your VoIP service and devices use codecs to compress your audio into smaller files for fast transmission. Once received, the files are decompressed back into understandable audio. Imagine it like vacuum-sealing clothes into a compact bag for delivery. It’s important to understand this because the quality of your calls depends on the codec your provider uses. Each codec has a bitrate that determines how much data a call uses. A good codec ensures high-quality calls without consuming excessive bandwidth.

Many VoIP providers stick to G.711, which is the same codec used by traditional telephone systems (POTS). It reliably transmits voice signals at 64 Kbps but only offers lower-quality narrowband audio.

Intermedia, a leading VoIP provider, has chosen Opus as its primary codec. This allows it to deliver CD-quality audio that surpasses MP3 quality, all while using less data. Intermedia also supports other codecs, including G.722, G.711u, G.729, and G.711a, for carriers that can’t yet support Opus. With Intermedia, you’ll always get the best balance between quality and data usage.

call quality

Calculating VoIP Bandwidth Requirements

To ensure clear calls, each VoIP line requires at least 100 Kbps for uploads (sending audio) and downloads (receiving audio). With a 64 Kbps rate for high-definition calls, a 10-minute call consumes about 102 MB of data, and an hour-long call uses approximately 613 MB. With this data, you can estimate the bandwidth needed for your VoIP service.

For instance, if you operate a contact center where each agent spends half of each hour in phone conversations, they’ll clock in four hours of talk time during an eight-hour workday. This translates to 2.452 GB of data daily for each agent. Multiply that by 20 days, and you get roughly 49.04 GB of data per month per agent.

Since usage varies across organizations, you’ll need to calculate your specific requirements using recent internet bills, data on talk times, and stats on video calls. Don’t forget to include other internet activities in your calculations.

Fortunately, once your VoIP service is set up, it becomes easier to monitor with built-in analytics. Troubleshooting apps also help address quality issues. And with Intermedia, if you encounter unresolved problems, their award-winning support staff is available around the clock to determine whether the cause is a device, a service issue, or the need for more bandwidth.

Screenshot-2024-03-29-130321

A Dependable VoIP Partner Takes Care of Data and Voice Quality Concerns for You

Fortunately, many internet service providers offer business plans that can provide the necessary bandwidth for VoIP. To ensure reliable communication, it’s crucial to have a dependable provider.

Towner simplifies this process. You can receive personalized assistance in choosing the right plan and understanding your data requirements by requesting a callback from one of our representatives today.

Contact Towner

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7 Clear Indicators Your Business is Ready for IVR

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7 Clear Indicators Your Business is Ready for IVR

For decades, interactive voice response (IVR) systems have been a cornerstone of contact center operations. Despite their proven track record in efficiently managing incoming calls for countless businesses, some have been hesitant to adopt this technology.

If you prioritize offering a personalized experience to your clientele, you might resist automating certain aspects of your business communications, including customer interactions. However, by overlooking IVR, you could be forfeiting valuable benefits and opportunities for both you and your customers.

Key Points:

  • Save money on operations and enhance customer analytics by implementing an IVR service.
  • Improve the customer experience and increase team productivity with an IVR system.
  • Elevate your company’s professionalism through the use of IVR software.

Recognizing 7 Telltale Signs for Implementing an IVR Service:

While there may be numerous reasons to consider implementing an IVR service, the following list highlights seven of the most compelling ones.

1. Seeking Solutions for Reducing Operational Expenses

Implementing an IVR service eliminates the necessity of hiring receptionists, a cost that can escalate significantly, especially for businesses operating round the clock to serve a global clientele. Unlike traditional setups, IVR systems are typically integrated into contact center as a service (CCaaS) software, offering standard features. Moreover, modern IVR platforms come with intuitive dashboards, simplifying setup and customization without the need for hiring additional programmers or technicians.

2. Your Team Needs Enhance Customer Analytics Capabilities

In today’s business landscape, data has emerged as one of the most prized assets, often surpassing the value of traditional commodities like oil, as famously stated by The Economist. Understanding your customers is paramount to delivering exceptional service. An IVR service serves as a potent tool for gathering valuable analytics, offering insights into both overall customer behavior and individual preferences.

For instance, with an IVR system, you can effortlessly monitor metrics such as customer satisfaction and abandonment rates. Additionally, you have the flexibility to design IVR surveys, enabling callers to provide direct feedback. Armed with these insights, you can optimize your operations and deliver enhanced value to your clients.

3. You seek to provide self-service options to ensure caller privacy during interactions

Ensuring data privacy and security is paramount for all individuals. Customers must feel confident that they can share or receive sensitive information without the risk of interception. An IVR service addresses this concern by enabling callers to input PINs or passwords manually or access confidential details through an automated system.

For instance, financial institutions utilize IVR to provide account information securely, while healthcare facilities deliver test results to patients discreetly. This approach fosters customer trust and encourages engagement with your services, subtly nurturing brand loyalty.

Despite initial reservations about interacting with automated systems, studies indicate that customers prefer seamless self-service options over cumbersome processes. By implementing a user-friendly IVR system with a clear menu structure, customers can efficiently access information and resolve issues independently, reducing time spent on the interaction.

Self-Service-Stats

4. You aim to enhance agent efficiency and engagement within your organization

By leveraging an IVR service to automate routine tasks like call forwarding and prioritization, you empower your agents to concentrate on addressing more intricate customer concerns. Through this automation, your IVR system can gather pertinent caller information and relay it to agents prior to call initiation.

For instance, callers can provide key details about their identity and issues before engaging with a human agent. This allows the agent to prepare adequately, potentially leading to a higher rate of first-contact issue resolution.

Enhanced efficiency also correlates with increased employee engagement. Focusing on higher-level tasks provides agents with a greater sense of achievement and facilitates opportunities for upskilling and cross-training. Consequently, your contact center benefits from stronger, more versatile teams, leading to improved retention rates and reduced hiring costs.

5. You want to give priority to your top-tier customers

An IVR service collaborates with automatic call distribution to expedite customer-agent connections. Moreover, you can configure the system to prioritize your VIP clients by assigning specific rules, ensuring they receive expedited service.

Integrating your customer relationship management software with your contact center enables agents to promptly retrieve customer details, allowing for personalized greetings and premium service. This tailored approach not only fosters customer loyalty but also creates opportunities for upselling and maximizing customer lifetime value.

ivr_flow-2

6. You need to minimize errors

As much as you and your team dislike transfer errors, your customers likely find them even more aggravating. Such frustrations may drive callers to seek alternatives with your competitors. Utilizing an IVR service significantly decreases the likelihood of callers being routed incorrectly or enduring prolonged hold times, thereby enhancing customer satisfaction and retention.

7. You want to enhance your professional image

Implementing an IVR service enhances your company’s professional image by enabling swift responsiveness and round-the-clock call handling. Unlike the impersonal automated systems of the past, you have the option to personally record messages or enlist a professional voice actor for a polished touch. Additionally, advancements in text-to-speech technology have made interactions more natural and pleasant.

Moreover, IVR services now leverage natural language processing, allowing for more conversational interactions with callers. Customers no longer need to restrict themselves to predefined words or phrases; instead, they can engage with the system naturally, simplifying query handling.

Towner Intermedia’s IVR Service Simplifies Onboarding

Are you ready to leverage a top-tier communications platform with exceptional IVR service capabilities? Explore why Towner’s Intermedia Contact Center offers all the essentials you require.

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Costly Consequences: 3 Compelling Reasons to Keep Your Communications System Up-to-Date

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Costly Consequences: 3 Compelling Reasons to Keep Your Communications System Up-to-Date

Athletes lose races by fractions of a second. Whether running, skiing, or swimming, the margin determines winning or losing. In the business world, tight competition exists in every industry. Competitors who are faster, efficient, and customer-focused prevail. Your business systems are vital for a competitive edge. They must operate reliably, especially your communication system. Falling behind is costly for various reasons; here are three.

Key Takeaways:

  • Up-to-Date Systems are Crucial: Ensure competitive edge. Accelerate time to market.

  • Costly Productivity Losses: Inefficiencies cost $1.2 trillion. Strain workplace relationships.

  • Advanced Tech is Essential: Seek efficient solutions. Embrace better tools.

  • Customer Experience Drives Revenue: Great experiences boost revenue. Every employee shapes interactions.

  • Mitel Software Assurance Solution: Mitigate falling behind risk. Ensures up-to-date software, security.

  • High-Performance Comparison: Like athletes, companies need new capabilities. Stay competitive and efficient.

Facilitated Communication Expedites Time-To-Market:

Enhancing Time To Market Through Seamless Communication Achieving a swift time to market requires seamless collaboration across all facets of your organization. Every team member must have the capability to connect, collaborate, and share information effortlessly, regardless of their location or the time of day.

If your communication system lags behind, your teams are unable to harness the latest features and functionalities available in the web, mobile, and desktop applications crucial for staying interconnected. Similar to elite athletes, your teams require every advantage available. Even seemingly minor advantages can have a significant impact, especially when multiplied across your entire organization.

Ensuring your communication system is up to date ensures that your teams always have access to the latest voice, messaging, video conferencing, screen sharing, and file-sharing capabilities.

Depending on how long your communication system has been without updates, bringing it up to speed could introduce new capabilities that invigorate collaborative initiatives throughout your teams.

The Cost of Lost Productivity Surpasses Your Estimate:

A survey conducted by Grammarly Business involving over 1,600 business leaders and knowledge workers revealed that 72% of the workweek is dedicated to communication and collaboration. The resulting inefficiencies incur a staggering cost exceeding $1.2 trillion annually, equating to $12,000 per employee.

However, the impact of productivity losses goes beyond monetary figures. Almost half of the respondents noted that inefficient communication and collaboration led to conflicts with colleagues and other departments, creating challenges that are harder to quantify but nonetheless detrimental to any business.

To address these issues, communication technologies with advanced features play a pivotal role in enhancing efficiency. What was considered cutting-edge not long ago is now surpassed by newer capabilities. Recognizing this, your staff expects you to provide more effective solutions.

Among the survey participants, 58% of knowledge workers and 73% of business leaders expressed the belief that better tools would make them more effective. Remarkably, 80% of business leaders are contemplating investments in AI tools.

In essence, employees are signaling that they appreciate their current tools but seek enhancements. Keeping your communication systems consistently updated with the latest features is the most straightforward way to meet this demand.

Exceptional Customer Experiences Hinge on Effective Communication:

Several statistics affirm that an enhanced customer experience directly correlates with increased business revenues. The pivotal factor lies in optimizing customer interactions with your organization across various touchpoints. Beyond contact center technology and agent services, adopting a holistic approach to the entire customer journey is essential.

As stated by customer experience consultants Temkin Group, every individual within a company contributes to determining whether it consistently provides positive or negative human or digital interactions. Your business communications system significantly influences these interactions. When assessing your current communication system, consider how customers engage with your sales team and remote employees. Also, examine how internal teams collaborate, especially in scenarios requiring customized solutions, changing delivery dates, or addressing supply chain challenges.

A deficient communication system can lead to customer disillusionment, with potential assumptions that the outdated system encountered during interactions reflects the overall state of your organization. Customers might attribute challenges in their orders or inquiries to a perceived lack of effort or care, unaware that the issues stem from outdated communication technology causing internal disconnects.

Ensure Your Communication System Doesn’t Fail You

These examples make it clear that a business risks falling behind if its communication system falters.

For those utilizing the MiVoice Business platform for communication and collaboration, there’s a straightforward way to mitigate this risk—renew or reactivate your Mitel Software Assurance subscription.

Mitel Software Assurance ensures that your MiVoice system is equipped with the latest software and features for voice, data, and video communications and collaboration. It also provides protection through the implementation of the latest security fixes to address vulnerabilities.

Moreover, the subscription offers proactive fault reporting and performance analytics, enabling the resolution of system issues before they impact your business. 

This proactive approach mirrors the way high-performance athletes readily embrace new capabilities to gain a competitive edge. Similarly, high-performance companies must adopt a similar strategy.

 
 

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Meet Elevate AI Assistant

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Meet Elevate AI Assistant

In a world where digital assistance is becoming more indispensable, imagine having an ally that seamlessly aids you in accessing information and tackling daily tasks. Elevate AI Assistant is here to turn that imagination into reality, transforming the way you handle business communications and collaboration.

Elevate AI Assistant goes beyond the conventional boundaries of assistance, offering a wide range of capabilities. From crafting various types of content and communications to answering queries, calculating formulas, writing and reviewing code, translating text, summarizing content, and much more – the possibilities are vast.

What sets our AI Assistant apart is its integration into the Elevate app, where business interactions and communications naturally unfold. This means effortless accessibility for any Elevate user, ensuring that the AI Assistant is always at your fingertips.

The real-time nature of Towner’s Assistant enhances your efficiency. Pose a question or make a request, and receive an immediate response. The AI Assistant is not limited to textual tasks. You can also instruct it to summarize responses, adjust the tone of answers, or even transform content into a social media post.

EAA doesn’t confine itself to desktops – it extends its reach to the Elevate Mobile app, ensuring seamless synchronization across devices. This mobile functionality facilitates on-the-go usage, allowing you to harness the power of AI Assistant wherever you are.

Concerned about data security? EAA prioritizes the protection of your information. It is meticulously designed to ensure that your data remains confidential and is not utilized for training any AI models.

It is not just a tool; it’s a key to unlocking the future of business productivity and convenience. With this intelligent assistant at your disposal, you are empowered to navigate the ever-evolving landscape of digital communication effortlessly.

Ready to embrace the future? Contact us today to delve deeper into the capabilities of Elevate AI Assistant, a crucial component of the all-in-one cloud communications, collaboration, and customer experience solution provided by Elevate and Towner. Elevate AI Assistant, represents the pinnacle of AI technology – igniting a new era of seamless assistance and efficiency.

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Revolutionize Your Business: Unveiling the 10 Game-Changing Advantages of Embracing a Virtual Phone Number

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Virtual Number

With remote, mobile, and hybrid work dominating the business scene, traditional telephone lines are no longer sufficient. Nearly 75% of U.S. companies have either adopted or are in the process of implementing hybrid work models. Explore the benefits of adding a virtual phone number for seamless team flexibility across diverse locations. Discover the functionality of these virtual lines and understand how they can significantly enhance the efficiency of your organization.

Key Points:

  1. Leverage VoIP technology with a virtual business number, enabling secure business calls from anywhere with an internet connection.

  2. Cut costs and save time while expanding your local presence in multiple markets.

  3. Unlock enhanced productivity with UC features. Offering flexibility and easy customization of your virtual phone service to suit your business needs.

Understanding the Virtual Phone Numbers in Business

A virtual number, an online account, empowers calls from any location with an internet connection. Unlike traditional landlines, no physical infrastructure is required; it operates entirely in the digital realm.

To make calls, all you need is a smart device equipped with a softphone app. Use an internet phone with an Ethernet cable or opt for wireless connectivity through a Wi-Fi-capable internet phone.

Seamless communication is facilitated by unified communications providers like Towner, employing Voice over Internet Protocol (VoIP) technology. Embrace VoIP for a seamless transition into the modern era, unlocking the benefits of virtual business numbers.

Benefits To A Virtual Phone Number  

Explore the Top 10 Benefits of Integrating a Virtual Phone Number into Your Business Strategy.

  1. Local Presence Across Diverse Markets:

    Boost outbound sales using local numbers, eliminating the need for global offices. Virtual business lines provide flexibility, acquiring local numbers and establishing a presence in various regions.

  2. Device Independence:

    Ditch office constraints for calls, sidestep extra forwarding services, and enjoy flexibility from any location. With a virtual phone number, conduct company calls seamlessly from a desk phone, smartphone, or PC. Employees can use their own devices, saving on hardware investments.

  3. Efficient Time and Cost Savings:

    Establishing a virtual line is effortless, unlike traditional phone lines requiring time and substantial financial investment for installation. Virtual phone systems are quick to establish, ensuring operational service within a week. Additionally, the digital nature of the setup allows for swift additions of lines or features when needed.

  4. Comprehensive Unified Communications:

    Towner’s virtual phone service goes beyond voice calls, providing a full suite of unified communications, elevating your business communication system.

UCaaS encompasses the following features:

  1. SMS and MMS text messaging
  2. Video conferencing
  3. File sharing
  4. Secure team chat
  5. Automated attendant

Moreover, you have the flexibility to access numerous other advanced features through add-ons and upgrades based on your evolving needs. The compelling value proposition of UCaaS renders acquiring a virtual phone number for your business an intuitive and straightforward decision.

  1. Instant Recordings and Transcriptions:

    UCaaS becomes essential in an era of comprehensive recordkeeping for human resources, regulatory compliance, training, and sales/marketing references. It has the capability to record and transcribe calls and messages, facilitating easy archiving and quick retrieval. Artificial intelligence further provides insights into discussions, allowing for the evaluation of interactions as positive or negative.

  2. Tailored Service for Growing Organizations:

    With organizational growth, adjusting call routing and permissions becomes crucial as team members take on new roles. With a virtual phone number for your business using UCaaS, this adjustment is seamlessly handled through your administrative settings. Retain control without the need for technical rewiring or reprogramming.

  3. Enhanced Mobility and Flexibility:

    Virtual business lines provide a secure private branch exchange tailored to your preferences, accommodating in-office, remote, or hybrid team operations. This flexibility allows for smooth transitions between devices, such as switching calls from the office to the field. Additionally, effortless transfer of conversations to other team members or the initiation of conferences with multiple parties is easily achieved.

  4. Dependable Customer Support:

    Opting for a Towner virtual phone number ensures 24/7 access to dependable customer support for your business. The dedicated staff assists with system setup and remains attentive to your needs. The award-winning service ensures that the quality of your communications is a top priority.

  5. Seamless Integrations with Preferred Applications:

    Unify communications, seamlessly integrating virtual phone service with popular apps like G Suite, Microsoft, Salesforce, NetSuite, and more. Extend API empowers developers to create custom solutions, elevating the customer experience, boosting productivity, and enabling access to vital data.

  6. Exceptional Security Measures:

    Protect sensitive data using a virtual business number, ensuring compliance with industry standards in finance, medical, and legal sectors for secure communications.

cyber security

 

Get a Virtual Phone Number for Your Business 

Setting up a virtual phone number for your business is a straightforward process. Call Towner, we’ll guide you in leveraging the capabilities of unified communications with your personalized virtual phone line.

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Business Phone Numbers

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Business Phone Numbers

Is your expanding business aiming for enhanced credibility and customer responsiveness? Acquiring a business phone number is the key!

With seven decades of experience, Towner Communications has assisted more than 500,00 companies in improving their connectivity through a comprehensive range of communication solutions. Explore the possibilities of obtaining your business phone number today.

Key Points:

  • Businesses of every scale require a dedicated work phone number to uphold a polished image in the market and efficiently cater to customer requirements.
  • Opt for a business phone service that encompasses toll-free, local, vanity, and international phone numbers.
  • Gain access to advanced functionalities like call recording, auto attendants, and call forwarding through your company phone number.
  • Ensure a dependable phone service by partnering with a top-tier provider offering award-winning support and state-of-the-art security.

What is A Business Phone Number?

A business phone number serves as a dedicated line for customers, vendors, and partners to connect with your organization. This dedicated line ensures the protection of your personal phone number and promotes a balanced work-life dynamic.

Contemporary business phone services have shifted to Voice over Internet Protocol (VoIP) technology, moving away from traditional landlines. VoIP enables you to maintain a team business line from any location, not restricted to your office. These business lines contribute to enhancing security and establishing a strong brand presence.

Are There Different Types of Phone Numbers?

Business numbers do not adhere to a one-size-fits-all approach. Depending on your specific requirements, you can select the most suitable phone number for your business from the options below.

Toll-Free Numbers:

If you’re prepared to extend your presence across multiple states or the entire country, toll-free numbers prove to be an excellent option. This is because customers using landlines can contact you without incurring any charges. Additionally, toll-free numbers signify a well-established company and serve as an effective marketing tool.

Local Phone Numbers:

A local presence holds significant value in certain industries. For instance, a florist or catering business may aim to convey a hometown identity that feels more personal than national corporations. You have the flexibility to choose a business phone number with various area codes across the country, regardless of whether you have a physical branch in that specific location or not.

Vanity Numbers:

Have you come across those memorable phone numbers where the digits convey something about the brand or the keypad letters spell out the company’s name? These vanity numbers not only make for easy recall but also serve as excellent marketing tools. It’s advisable to seize the opportunity when such numbers are available.

International Phone Numbers:

Expand your business presence beyond the United States. Capture the attention of international clients by acquiring an international phone number at competitive rates.

What advantages come with having exclusive business phone numbers?

When potential customers are prepared to interact, they often turn to the phone. Although a website and an email address remain crucial, research indicates that 60% of customers prefer reaching out to local businesses through phone numbers.

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A primary motivation for having a business phone number is to establish credibility as a legitimate company with real people. Moreover, customers often perceive phone calls as a quicker means to troubleshoot or resolve issues.

However, an increasing number of individuals now seek alternative forms of contact. If you opt for a traditional analog phone setup, accessing text messages, faxes, and email integration may require additional services and expenses.

Setting up an on-premise private branch exchange for team connectivity poses even greater challenges. Such systems are intricate, costly, and challenging to integrate with remote or mobile workers.

By leveraging Intermedia’s expertise, you can swiftly establish a VoIP line and achieve full functionality by the end of the day. Furthermore, your lines remain accessible anywhere through various devices, catering to remote and hybrid work needs.

Additionally, by consolidating all company conversations within your communication solutions, you ensure both security and accessibility. This level of security and compliance is unattainable when employees use their personal phones for professional communications.

How Do You Get A Business Phone Number? 

You might be pleasantly surprised by how straightforward it is to acquire a business phone number. No need for a technician to visit your location! With just three simple steps, you can secure your own business phone number.

1. Pick A Provider

The quality of your business phone service depends on your communications provider. Contract with a company that appreciates teamwork and transparency.

For example, Intermedia insists on keeping our team accountable for giving you top-tier service and has helped thousands of organizations since 1993. With award-winning onboarding, support, and reliability, you can trust our brand to provide you with a cost-effective business phone line.

2. Buy A Phone Number:

Work with a representative to determine which types of the previously mentioned business phone numbers you need. If you have an existing number, porting it to work with your new vendor is straightforward and quick.

3. Set Up Extensions and Other Features:

For team members, assign individual extensions on your business phone number to enable callers to reach them directly. There’s no need to stress about perfect accuracy initially. Through your user-friendly admin portal, you can easily add or modify extensions and features later.

Even as a solo operation, you may choose to establish distinct extensions. By creating unique extensions for various departments, you can discern caller intent as soon as you answer.

 

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Understanding a PBX Telephone System

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PBX Telephone System

Would you like your business to not only survive but also thrive continuously? To achieve sustained success, it’s crucial to employ the right technologies that ensure seamless communication for both your team and clients.

Take traditional phone systems with analog private branch exchanges, for instance; they come with restrictive limitations that can impede the efficiency of closing deals and delivering services. On the contrary, transitioning your PBX to the cloud provides enhanced mobility and flexibility, contributing to increased profitability.

The numerous advantages of cloud-based systems have positioned unified communications as the predominant business phone service. Recent reports indicate a substantial adoption rate of UC among companies, reaching 47.3% and steadily growing.

If you’re contemplating an upgrade to your phone service, it’s essential to explore PBX cloud phone systems. Gain insights into what cloud PBX entails, its operational mechanisms, and the array of benefits it offers as a solution.

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Key Points:

  1. Your business’s Private Branch Exchange (PBX) functions as its internal communication service.
  2. Contemporary PBX systems operate exclusively in the cloud, and you can seamlessly integrate a traditional on-premise setup with the cloud, creating a hybrid configuration that incorporates all the advantages.
  3. Embracing Cloud PBX services not only results in significant cost savings but also provides access to advanced productivity features, enhancing your company’s operational efficiency.
  4. Cloud PBX phone systems boast enhanced reliability compared to their traditional counterparts.
  5. It is imperative for your PBX provider to offer excellent customer support and robust data security measures.

What Is a PBX Cloud Phone System?

PBX, an acronym for Private Branch Exchange, has been a staple of communication systems since the 1960s, creating a secure internal telephone network within a single organization.

Traditionally, PBX systems were entirely analog, confined to the physical premises of the user’s location. In contrast, contemporary PBX cloud phones facilitate communication exclusively over the internet, eliminating the need for traditional phone lines.

This transition ensures that all the familiar features for call routing and management are retained, but without incurring additional costs. 

What is the functioning mechanism of PBX phone systems, and what sets them apart from public phone networks?

While PBX phone systems share fundamental principles with public landlines, essential distinctions exist, making the adoption of a PBX a strategic choice for businesses.

The functionalities Of Conventional Landline 

Traditional landline phones initially operated over the Public Switched Telephone Network (PSTN), utilizing copper wiring and fiber optic cables to establish cost-effective connections between global exchanges. However, these systems had limitations, offering low signal quality and data transfer rates capped at around 24 kbps.

Due to its basic capabilities and long-standing usage, the PSTN is often colloquially referred to as the Plain Old Telephone Service (POTS). Nevertheless, this widespread system remains a reliable means for people to engage in voice calls, regardless of their service provider.

As the need for more advanced data transfer capabilities over phone lines arose, especially with the advent of the internet, the Integrated Services Digital Network (ISDN) briefly addressed this by providing higher-speed connections, reaching up to 192 kbps.

Yet, for businesses seeking internal and cost-effective team connectivity across multiple offices, the question arises: What can PBX do to enhance communication within your company?

Enhancing Business Connectivity Through PBX Systems

Providing each member of your organization with an individual business phone line could incur substantial costs. However, PBX offers a solution by enabling internal phone connections that share a common external line.

This setup is akin to a company’s mailroom, where workers can easily exchange messages internally without relying on external services. The team operates with a shared physical mailing address, and the internal mail system manages incoming and outgoing correspondence within the organization.

Similarly, PBX establishes secure internal telephony. Team members can communicate internally by dialing extensions, ensuring conversations remain within the protected internal network rather than traversing the less-secure public network.

When it comes to external communications, employees share a single public phone line. The system efficiently receives and directs incoming calls to the appropriate individual through designated extensions. Additionally, when employees need to make external calls, they do so through the company’s unified phone line.

PBX-Phone-System

Your PBX has the capability to establish connections with the outside world through analog or digital phone lines, but contemporary systems are not constrained by relying solely on Plain Old Telephone Service (POTS). Voice over Internet Protocol (VoIP) has emerged as the preferred method for voice calls.

VoIP facilitates conversations by leveraging your high-speed internet connection. Consequently, your PBX ensures high-definition voice calls and supports a comprehensive array of communication channels, encompassing video, SMS, and social media. This transition to VoIP also brings with it a multitude of additional benefits.

The Benefits of PBX Systems for Businesses

The integration of cloud functionality has elevated the capabilities of PBX to a new level. Explore the numerous ways your business can advantageously leverage a cloud-based PBX phone system.

Cost Savings

As mentioned earlier, opting for a PBX system proves to be a more cost-effective solution compared to providing each employee with an individual traditional landline. Moreover, with a cloud-based PBX, you can achieve even greater cost savings than with a legacy phone system.

Cloud PBX services eliminate the need for physical equipment, eradicating the necessity for on-site servers, updates, or maintenance. Additionally, the expense of adding a user, often requiring payment to an on-site technician, is avoided.

Furthermore, substantial savings can be realized on the service itself when obtaining your PBX through a unified communications as a service subscription. With this approach, you receive a single bill from one provider, free from fluctuations or inflation based on usage. All software maintenance and updates are encompassed within the monthly cost.

Easy Installation

A cloud PBX system operates on a plug-and-play basis. Adding or removing features can be accomplished within minutes through an administrative interface.

UCAAS-Adoption-Drivers

Sophisticated Productivity Capabilities

The cloud opens doors to features that are not easily accessible with a standard PBX, allowing you to stay ahead of your competition. Leveraging the following UCaaS features enhances your team’s operational efficiency.

 

Virtual Voicemail

Your team has various avenues to access voicemails, eliminating the need to call into a system and use a PIN. Voicemail transcripts can be obtained through email or your communication mobile app. Additionally, forwarding voicemails is a seamless process if another party needs to respond.

 

Call Analytics

Understanding the performance of customer-facing team members in sales and support departments is no longer a challenge. Call analytics provide data-driven insights that enable you to optimize efficiencies and enhance customer engagement.

 

Spam Caller Protection

Cloud phone systems have the capability to recognize telemarketing calls and suspected scammers. Subsequently, you can choose to direct these connections to voicemail or block them entirely.

 

Business Software Integrations

A PBX phone platform based in the cloud can seamlessly integrate with various software, such as Microsoft Office 365 and customer relationship management solutions. This integration enables your programs to collaborate, enhancing efficiency and minimizing data entry errors.

Sophisticated Call Scheduling

Establish a PBX network tree to define rules for routing incoming calls. For instance, you can implement restrictions on international dialing to manage expenses and guarantee prompt attention to VIP clients.

 

Call Transfer

Legacy PBX services complicated call transfers with intricate keypad sequences, leading to potential disconnections and customer loss. Contemporary cloud PBX services simplify the process of transferring calls between departments, ensuring a seamless experience.

Tailored Greetings and Music

There’s no need for a separate service to select your preferred hold music and personalized greetings. Your administrative portal simplifies the process, making it easy to adjust greetings based on seasons or special promotions.

 

Connectivity Across Multiple Locations

Traditional analog PBX systems required individual setups for each office, relying on Plain Old Telephone Service (POTS) to link them. In contrast, Hosted PBX facilitates a secure internal connection across all locations, accommodating remote workers as well.

 

 

Capabilities for Contact Centers

There’s no requirement for a distinct contact center solution or software to complement your UC. Your internal and external calling seamlessly coordinates, and the cloud-based PBX enables efficient management of an extensive number of callers.

 

Three Types of PBX Phone Systems

When considering PBX systems, you have three options to choose from: hosted, on-premise, and hybrid. Discover which one suits your needs best.

 

1. Hosted PBX

A hosted PBX system represents the cloud-based internal phone line highly praised here. Why the label “hosted system”? This is because your provider hosts the hardware that powers your service. You may also hear it referred to as cloud PBX, virtual PBX, or IP PBX.

The benefit lies in eliminating the costs associated with installing, securing, maintaining, and upgrading such a system. Through a cost-effective monthly subscription, small or mid-sized businesses can access features comparable to their larger counterparts.

Instead of relying on traditional phone lines, the PBX system connects both internally and externally through VoIP. This digital connectivity provides various options for users to make and receive calls.

For instance, you can use a desk phone connected to a router, resembling conventional PBX phones. Alternatively, leverage an application on your desktop or mobile phone for softphone capabilities. Cloud-based phones offer true flexibility, enabling calls from any location, making them well-suited for remote and hybrid work.

Moreover, data generated from cloud PBX usage, including voicemails, emails, and text messages, resides in the cloud. This feature simplifies archiving and retrieval of conversations, facilitating training or legal purposes.

 

2. On-Site PBX

Opting for on-premise PBX lines represents the conventional choice. However, these connections tether your team to a single location, restricting your talent pool and mobility. Another drawback is the considerable time, spanning weeks or months, required for the installation of an on-premise system.

The primary advantage of this system lies in the level of control and security it affords. Everything is managed in-house, and your internal switchboard handles all processes. Nevertheless, this control comes at a cost that proves to be prohibitive for small and medium-sized businesses (SMBs).

On-site systems typically necessitate engaging with other companies to access advanced data features. Achieving the level of automation that comes standard with a hosted system requires sophisticated and costly technology. Additionally, collaborating with multiple vendors incurs expenses and adds complexity for accounts payable.

 

3. Hybrid PBX

What if you currently operate a legacy system and want to maximize its value? Must you forfeit the advantages of a hosted PBX? Absolutely not!

You can integrate VoIP telephony into your on-site PBX using Session Initiation Protocol (SIP) technology. Through SIP trunking, you can now harness the advantages of the cloud, even if it’s currently impractical to transition away from your legacy system.

Certainly, you will still incur costs associated with maintaining and securing the physical components of your PBX. However, this approach positions you strategically to transition seamlessly to a fully cloud-based solution in the future.

Factors Should You Consider When Selecting the Appropriate PBX Solution

Evaluate your existing PBX configuration. If you’re initiating from the beginning, opting for a cloud-based setup is the optimal choice. As highlighted earlier, cloud phones offer:

  1. Cost-effectiveness
  2. Enhanced security
  3. Increased reliability
  4. Greater flexibility
  5. Abundance of productivity features

For small and medium-sized businesses (SMBs), cloud-based PBX services stand out as the most advantageous solution.

For larger enterprises with an existing on-premise system, leveraging SIP trunking can be beneficial. This allows you to extend the life of your legacy system while capitalizing on remote work capabilities and the productivity features inherent in hosted PBX.

What Are the Advantages of Transitioning Your Traditional PBX to the Cloud?

Remote and hybrid work have become the standard, prompting numerous companies to reassess both their internal and external communications and transition everything to the cloud.

Shifting to the cloud for enterprise-wide applications provides liberation from a centralized work location. Progressive companies acknowledge the importance of offering communication flexibility to their teams.

Indeed, this flexibility is paramount for attracting top talent, to whom you should provide ample mobility and autonomy. By making the move to the cloud, you can be assured that your PBX is secure, agile, cost-effective, and scalable.

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Embrace the Future of PBX Communications Through Cloud Integration!

While the telephone has been a mainstay for over a century, there’s no need to be tethered to outdated technology. Transitioning to the cloud streamlines your infrastructure, saves costs, enhances features, and ensures greater reliability.

Considering an upgrade for your PBX phone system? Reach out to us today to explore how the cloud can bolster your expanding business, fostering enhanced connectivity.

 

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Modern Unified Communications Solutions Are Reinventing Small Business

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Modern Unified Communications Solutions Are Reinventing Small Business

In the United States, there are more than 30 million small businesses, and the owners of these enterprises have encountered a myriad of challenges. From navigating through a worldwide pandemic to grappling with inflation rates reminiscent of the 1970s, small business proprietors understand the vital role of being ready to tackle disruptions. Additionally, meeting heightened customer expectations has become increasingly crucial, while ensuring an optimal customer experience is now paramount. Conversely, the preferences of employees have evolved, with a growing desire for more flexible and fulfilling work options.

Small and medium-sized business (SMB) owners and IT professionals are now confronted with fresh challenges. They must devise a strategy to connect a dispersed workforce while also reaching customers in their diverse locations. Success in this evolving landscape hinges on SMBs that are forward-thinking and adequately prepared to navigate present challenges and those that may arise in the future. Implementing the right tools is crucial for establishing resilience over the long term.

Today’s Unified Communications (UC) extends beyond a traditional desk phone. Current UC tools play a pivotal role in optimizing business processes by integrating features such as team messaging, AI-driven chatbots, video chat, and a range of third-party integrations.

Small and medium-sized business (SMB) owners and entrepreneurs often need to be resourceful when determining what suits their business best. Unified Communications (UC) tools specifically cater to this group by allowing them to choose a communication method that aligns with the preferences of their employees, customers, and overall business objectives.

The Cost Consideration

Small business owners face financial constraints compared to larger enterprises, emphasizing the need for strategic spending.

Poor communication strategies leading to lost productivity can significantly impact the finances of small and medium-sized businesses (SMBs), which they can ill afford. Safeguarding against this threat to long-term business growth involves the implementation of scalable and adaptable Unified Communications (UC) tools.

Flexibility in deployment models is crucial for SMBs. UC solutions should conform to the business’s needs, whether deployed on-premise, in a private or public cloud, or through a hybrid approach. Additionally, modernizing shouldn’t necessitate starting from scratch. For instance, incorporating legacy technology during the modernization process can potentially reduce costs while ensuring continued access to essential analog devices.

 

Delivering an Optimal Customer Experience

In recent years, evolving consumer preferences have created a new expectation for businesses and brands to fulfill digital requirements. In the current era of remote engagement, customers are more tuned in to the demands of companies.

Contemporary Unified Communications (UC) solutions empower small and medium-sized businesses (SMBs) with the versatility to connect with customers through their preferred channels—whether it’s a contact center, SMS, web chat, email, social media, or virtual agents. This approach aligns with key business objectives, such as business growth, customer attraction and retention, process optimization, and more.

Given the diverse channels preferred by customers, brands and businesses must deliver personalized and customized experiences to maintain consumer engagement. Modern UC solutions serve as an ideal platform for tailored interactions that resonate with consumer preferences in this omnichannel era. These solutions enable businesses to seamlessly transition a customer conversation from virtual chat to phone to email. With these tools, employees gain the capability to swiftly access the right information and resources, ensuring effective resolution of customer concerns.

Providing Flexibility to Employees

Not surprisingly, 98 percent of employees express a desire to work remotely, at least on a part-time basis. Consequently, small and medium-sized business (SMB) owners need to equip their teams with the appropriate IT tools to facilitate collaboration across different geographic locations.

With the workforce transitioning to a hybrid model, effective long-distance collaboration becomes imperative for business success. Business owners aiming to upgrade their hybrid work technology must ensure that the new systems they implement are compatible and that their employees are proficient in using them. Streamlining this process through a user-friendly tool benefits both employees and IT departments, simplifying the learning curve for staff and management alike.

Unified Communications (UC) tools, integrating various communication methods, enhance collaborative and flexible work, regardless of employees’ locations. These tools encompass options like phone, chat or messaging, audio and video conferencing, web collaboration, and more. For businesses with multiple locations, centralized cloud-based systems, whether private or public, can mitigate the complexity of managing systems across different sites, promoting business agility.

Looking Ahead

As numerous small and medium-sized businesses (SMBs) gear up for the high-demand retail season, there’s no more opportune moment to integrate Unified Communications (UC) tools into their operational strategies. Customers are inclined to invest their money with businesses that offer seamless communication and swift, efficient issue resolution. Moreover, employees seeking holiday employment are drawn to businesses with systems that simplify their tasks.

Adopting modernized UC tools positions SMBs for sustained business growth and stability in the midst of a bustling environment. It represents a prudent investment, delivering value across the various paths of your business journey.

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