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How Branded Calling Boost ROI

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How Branded Calling Boost ROI

Unlocking Business Success with Branded Calling and Maximizing ROI

Discover the untapped potential of branded calling for your business with a focus on the substantial return on investment (ROI) it delivers. Branded calling isn’t just about making phone calls; it’s a powerful tool that offers diverse advantages, and today, we’ll delve deep into the positive impact it can have on your bottom line.

Your ROI serves as a crucial metric. Measuring the benefits reaped—whether in terms of revenue, reputation, or other positive business outcomes—relative to the initial investment. Imagine investing $100 and seeing a return of $120; in this scenario, your ROI stands at an impressive 20%.

Beyond the financial gains, a branded phone call solution holds myriad benefits for businesses that extend beyond monetary considerations. It’s not just about the dollars; there are numerous areas where an investment in branded calling can elevate your enterprise.

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Cost Savings and Enhanced Efficiency Achieved Through Branded Calling

Implementing a branded caller ID emerges as a cost-effective strategy. In industries where daily call volumes reach the hundreds and thousands, the impact of missed calls becomes significant.

Take, for instance, form-to-call requests, a prevalent service in industries such as insurance, real estate, education, and healthcare. When customers submit a form-to-call request on a website, they anticipate a prompt phone call. However, businesses often make calls from unidentified numbers or outdated CNAM information. This can result in higher call declines due to the uncertainty of the caller’s identity.

By incorporating a branded call solution like INFORM®, businesses can ensure proper identification of their name and information. This, in turn, minimizes missed calls and contributes to a noticeable boost in revenue.

In sectors like insurance, where every missed form-to-call request directly impacts the bottom line, the stakes are high. Consider a scenario where a leading online insurance provider receives 10,000 form-to-call requests monthly, with an average profit of $50 per successful call. If 1,000 of these requests go unanswered, that translates to a substantial loss of $50,000 in revenue per month.

Even a conservative reduction in missed calls through branded calling, say by half, results in an additional $25,000 in monthly revenue—an impactful enhancement to both the business’s ROI and call efficiency.

Elevating Customer Trust and Loyalty through Branded Calling

Revenue matters, but successful retail ROI goes beyond finances for some businesses. For them, building and maintaining brand loyalty and customer trust are just as pivotal as the monetary gains they generate. Customer loyalty is pivotal—deciding between continued patronage or switching to competitors in this industry.

For retail establishments managing their own deliveries, the impact of a missed call goes beyond a mere inconvenience. Research indicates that in the U.S., a failed delivery can incur an average cost of up to $17 per delivery. Missed deliveries create a ripple effect, prompting driver delays and increased costs from wasted hours. Time-sensitive deliveries risk inventory loss or waste if missed, especially with perishable items.

The repercussions of missed deliveries extend beyond financial implications; they can significantly impact how customers perceive your brand. A branded call ensures customers know it’s your brand, fostering successful interactions. Building connections boosts trust and enhances loyalty, keeping customers committed to choosing your products.

Elevating Brand Recognition and Reputation Through Branded Calling

Ultimately, the measurement of ROI extends to the awareness clients have of your brand and its standing in the marketplace.

In healthcare, connected calls play a critical role—conveying reminders, scheduling changes, and vital information.

Missed healthcare calls impact patient care and health outcomes, emphasizing the need for timely communication. Failing consistent communication jeopardizes brand reputation, affecting the commitment to dependable interactions with clients.

Branded Calling Provides a Positive Upturn in ROI

Leveraging branded calling is a valuable strategy for enhancing ROI that can benefit businesses across various sectors. Implementing INFORM branded calling improves ROI for retail and healthcare, meeting specific needs effectively.

Interested in exploring the ROI advantages of branded calling further? Contact our sales team today to schedule a free demo of INFORM.

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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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Towner Partners With Cascade Hotel

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ADAM VOGLER | Kansas City Business Journal
ADAM VOGLER | Kansas City Business Journal

The Cascade Hotel, a stunning new addition to Kansas City’s Country Club Plaza. It has recently opened its doors to the public. Drawing inspiration from the city’s numerous fountains, the hotel boasts a beautiful design that captures the essence of the locale.

As an integral part of this exciting project, Towner Communications is proud to have contributed to the hotel’s launch. Our involvement encompassed several essential tasks in the preparation for the grand opening. This included the installation of data racks on every floor, ensuring a seamless network connection throughout the hotel.

In addition, we provided a sophisticated Mitel MiVoice Business hospitality phone system. This advanced system not only integrates with the hotel’s property management but also incorporates room-specific voicemail boxes upon check-in. It also enables housekeeping functionalities. Allowing staff to input codes into the room phones signaling the room’s readiness for new guests.

With nearly 200 room phones installed across 10 floors, our integration extends to the front desk having the ability to control outside door access using the Mitel system, adding an extra layer of security and convenience.

In addition to our contributions, the Cascade Hotel offers a range of premier amenities. Featuring a food hall, a fitness center, and a convenience store. For more information about Cascade Hotel, check out this article from the Kansas City Business Journal or this one from The Kansas City Star.

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KC Daily
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Cascade Hotel Outside
Cascade Hotel Bar Seating
Cascade Hotel Lobby Bar
Cascade Hotel Resturant
Cascade Hotel Suite

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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.

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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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INFORM Branded Call Display from First Orion

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Are you tired of appearing as an unidentified caller on your customer’s phone? If so, we have the solution for you! Introducing INFORM Branded Text Display from First Orion. With INFORM, you no longer have to worry about your customers seeing a random unknown caller, which can result in wasted time, money, and a negative experience for both you and your customers. Instead, when using INFORM, your customers will see your 32-character business name prominently displayed on their incoming call screen and in their call log. This not only enhances your professional image but also ensures a more recognizable and positive interaction with your customers.

Your brand. Your customer. Your call. When your customers know it’s you calling, they’re ready to do business. Get to know INFORM Branded Call Display from First Orion. With INFORM, your customers don’t see a random phone number, an unknown caller. Instead, they see your 32-character business name right on the call screen and the call log. INFORM now features Paired, our cutting-edge anti-spoofing technology that prevents bad actors from spoofing your phone numbers. And with the best analytics in the industry, INFORM can help you hone your call strategy to get the best results and improve your bottom line. It’s time to see what INFORM can do for you! Visit  townerkc.com/request-a-demo/

 Want to see what First Orion is all about? Check them out at https://firstorion.com​.

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Mitel Successfully Completes Acquisition of Unify in Transaction with Atos

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Mitel Successfully Completes Acquisition of Unify in Transaction with Atos

Mitel Finalizes Acquisition of Unify, Elevating Combined Company to #2 Globally in Enterprise UC and Setting the Stage for Continued Expansion

The recently completed transaction with Atos has propelled the unified Mitel and Unify entity to the second position worldwide in enterprise Unified Communications (UC). This strategic move reinforces regional dominance, securing the top position in EMEA for both enterprise UC and DECT, while also claiming leadership in UC, DECT, or a combination thereof in over 20 countries. Boasting a collective customer base exceeding 75 million users across 100 countries, the newly formed company establishes an extensive go-to-market presence with over 5,500 resellers, service providers, technology partners, and strategic alliances.

Mitel’s and Unify’s combined communications and collaboration portfolio is now poised to offer enhanced choice and flexibility to a broader clientele spanning diverse regions, verticals, and size segments. The completion of this acquisition aligns with Mitel’s commitment to advancing global business communications and solidifies its position as a leading force in the industry.

Sunnyvale, Calif.–(BUSINESS WIRE)– Mitel, a global leader in business communications, proudly announces the successful conclusion of its acquisition plans to integrate Unify, the Unified Communications and Collaboration (UCC), and Communication and Collaboration Services businesses (CCS) of the Atos group. The terms of the transaction remain undisclosed.

The transaction solidifies the combined company as a global force in the unified communications (UC) sector, securing the second position in global market share for enterprise UC. It enhances regional leadership with the number one spot in Europe, Middle East & Africa (EMEA) and over 10 individual countries. Additionally, Mitel strengthens its global leadership in multi-cell Digital Enhanced Cordless Telecommunications (DECT) and secures the leading position for DECT in EMEA, Latin America, and 19 countries.

The Mitel and Unify merger results in a combined customer base exceeding 75 million users across 100 countries. The expanded community includes over 5,500 resellers, service providers, technology, and strategic alliance partners, poised to assist organizations in modernizing their communications capabilities to meet the evolving needs of the workplace.

Tarun Loomba, President and CEO of Mitel, assumes the role of President and CEO for the combined company. Marcus Hänsel, CEO of Unify, is appointed Chief Sales Officer, leading Mitel’s global sales and services functions. The executive teams of both companies collaborate, bringing expertise to various roles and strengthening the company’s workforce to over 5,000 employees worldwide.

The acquisition adds Unify’s voice platforms, collaboration, and contact center products to Mitel’s portfolio, broadening the company’s ability to offer choice and flexibility to customers. The combined entity aims to provide greater value in core verticals like healthcare, public sector, hospitality, and financial services through specialized solutions and integration capabilities.

Mitel and Unify customers can expect continuity in services, with the commitment to notifying them of any future plans, upgrade opportunities, and new capabilities. The integration process aims for a smooth transition for resellers and strategic technology partners, with a unified partner and alliance program on the horizon.

The company is actively working on integrating go-to-market processes, portfolio roadmaps, and organizational structures to create a world-class set of offerings and programs. Mitel plans to unveil its vision for integrated portfolio and partner programs in early 2024.

Source: MZA Ltd CY 2022 Analysis

About Mitel Mitel, a global leader in business communications, connects over two billion business connections, enabling businesses and service providers to collaborate and offer innovative services globally. For more information, visit www.mitel.com and follow us on LinkedIn and Twitter @Mitel.

Mitel is a registered trademark of Mitel Networks Corporation. All other trademarks are the property of their respective owners.

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Revolutionizing Contact Centers: Enhancing Agent Productivity and Satisfaction Through Branded Call Solutions

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Branded Call Solutions

Contact centers are infamous for their exceptionally high rates of agent turnover and attrition. As per a 2021 survey conducted by NICE among contact center agents in the United States and the United Kingdom, the attrition rate in these regions was an astonishing 42%. This represents almost twice the average employee turnover rate, typically hovering around 20%, that other industries contend with.

The survey pinpointed various factors contributing to this elevated agent turnover. However, there’s an additional crucial factor that significantly influences agent satisfaction and employee retention: the level of ease, or lack thereof, in establishing meaningful connections with customers through the voice channel.

What Agents Want:

As per the same survey, nearly 75% of customer service agents revealed that improved compensation has the most significant influence on their decision to either stay in their current job or seek other opportunities.

However, it goes beyond just pay; agents also seek assurance that their employers are dedicated to not only their financial stability but also their career development and job contentment.

Nevertheless, only 30% of agents believe their organizations are actively investing in the retention of contact center agents. Additionally, 38% of agents feel that contact centers are making minimal or no efforts in this regard.

These findings underscore that agents are no longer willing to wait for businesses that do not prioritize their needs and preferences.

Moreover, when nearly half of agents mention that they willingly left their previous positions in pursuit of opportunities that could better cater to their requirements, it becomes evident that agent satisfaction is a significant concern within the industry.

To retain talent and demonstrate a commitment to investing in your agents, Branded Communication stands as a powerful asset in your arsenal.

Branded Calling is a Contact Center Game-Changer:

Branded Communication represents our innovative branded calling solution, revolutionizing the phone call experience.

INFORM® is a customized branding solution consisting of 32 characters, allowing all outgoing calls to display the caller’s business name and the purpose of the call.

With this enhanced visibility, individuals readily answer their calls; a significant 75% of consumers express a willingness to pick up when they see the business’s name and the call’s purpose displayed on their mobile device.

An Agent Time Saver:

Repeatedly calling a client without any assurance of them answering can be extremely frustrating and mentally taxing for agents. When more individuals respond to the initial call attempt, agents avoid the inefficiency of making redundant calls. This saved time directly equates to cost savings.

In a 2022 Forrester TEI Report commissioned by First Orion, a contact center manager in the healthcare sector illustrated the substantial financial benefits their contact center reaped from implementing INFORM.

Following the deployment of INFORM, the organization witnessed an impressive 8% rise in agent answer rates, leading to nearly half a million dollars in savings by reclaiming agent time!

Increase Callbacks:

Callbacks can be a source of frustration for both customers and agents alike. Think about how often you can actually pick up calls in real-time. Customers are no different, which underscores the significance of effective branding in call history.

With Branded Communication, you can put your worries about whether a client will return your call after a missed connection to rest. This innovative solution preserves a business’s branding in the call log, encouraging more customers to return missed calls.

Faster Conversions:

Clearly identifying calls not only leads to a higher answer rate but also accelerates the pace of conversions.

Balboa Digital, an expanding call center, faced a challenge in getting customers to respond after submitting form-to-call loan applications. However, once the contact center integrated Branded Communication into its outbound calling approach, it experienced remarkable results: a staggering 54% increase in overall conversions and an impressive 76% surge in first-call conversions!

Increase Team Moral:

Content employees not only contribute to job retention and reduced turnover rates but can also clandestinely enhance productivity.

A study conducted by Oxford University unveiled that contented workers exhibited a remarkable 13% increase in productivity compared to their unsatisfied counterparts in the workplace.

Thanks to the elevated rates of call response, conversion, and engagement facilitated by INFORM branded calling, agent satisfaction and overall employee morale are poised to experience a significant upswing!

Give Your Team The Tools They Need To Be Successful:

Branded Communication is a contact center game-changer with proven results that boost employee morale and reduce high turnover rates.

Want to see what a branded call can do for your business? Try a free demo of Branded Communication and see the difference a branded call makes!

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Is Your Phone System Putting Your Business on Hold?

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Is Your Phone System

Modernize your business communications with a move to the cloud!

CUT COSTS. IMPROVE PRODUCTIVITY. 

CREATE BETTER CUSTOMER EXPERIENCES.

Your business phone system may have served you well, but will it help take your business to the next level or hold you back? If you want to keep up with the ever-changing workplace environment, high customer expectations, and technology advancements, it is time to switch to a cloud communications provider that can not only get you there but also reduce your costs.

Elevate is an all-in-one cloud communications platform that brings you a business phone system, chat, video conferencing, business texting, file sharing and storage, and so much more. Moving to a cloud communications platform is one of the easiest and quickest ways businesses can cut costs while improving business performance.

WHAT TO CONSIDER WHEN COMPARING BUSINESS COMMUNICATIONS SYSTEMS

ON-PREM PHONE SYSTEM

CONSIDERATIONS

ELEVATE CLOUD
COMMUNICATION PLATFORM

While you may have paid off your phone
hardware, there are ongoing maintenance,
support, phone line and long-distance costs.

COSTS

One low, per user cost includes collaboration services, phones, phone lines and long distance. And there’s no maintenance, upgrade, or support costs. 

This system is designed to only support
voice features (voicemail, call-forwarding,
call-waiting, call groups, etc.)

FEATURES

The modern workforce requires voice,
chat, video conferencing, business SMS,
file sharing and storage. And desktop and
mobile apps are included.

It’s tied to your office. Employees must be in the office to utilize the phone system. 

EMPLOYEE
PRODUCTIVITY

Lets customers communicate with your business in multiple ways including text. And, gives you tools to ensure customer interactions are quick and positive.

Not designed to provide great customer experiences

CUSTOMER EXPERIENCE

The modern workforce requires voice,
chat, video conferencing, business SMS,
file sharing and storage. And desktop and
mobile apps are included.

This system is made of hardware with software and will not get the latest technology

NEWEST TECHNOLOGY

You will always get the latest technology available, including AI and business analytics, and whatever comes next

A standard on-prem phone system is a depreciating asset which will ultimately be worthless.

FUTURE

The Elevate cloud communications
platform will continue to get better and
better as new features are added and
new technology is available

Phone System Update
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Revolutionizing Business Communication: Unveiling Intermedia’s Spark AI Feature

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Spark AI Header

In today’s fast-paced business landscape, staying ahead of the competition requires not only efficiency but also innovation. Imagine a communication tool that not only connects your team seamlessly but also empowers them with smart, AI-driven capabilities. Look no further – Intermedia’s Spark AI feature is here to transform the way you collaborate and communicate.

The Power of AI Unleashed

Introducing Spark AI, a groundbreaking feature within the Intermedia communication suite that leverages the power of artificial intelligence to elevate your business interactions. Gone are the days of manual tasks and fragmented communication; Spark AI takes communication to a whole new level by intelligently anticipating your needs and streamlining your workflows.

Key Benefits

1. Smart Scheduling and Reminders

Spark AI becomes your personal assistant, making scheduling a breeze. It analyzes your calendar, identifies optimal meeting times, and suggests slots that work for all participants. No more back-and-forth emails trying to coordinate schedules. Additionally, it sends timely reminders to ensure you never miss an important meeting again.

2. Effortless Document Management

Say goodbye to the hassle of searching for documents across various platforms. Spark AI understands context and retrieves files based on your conversation topics. Whether it’s the latest presentation or a crucial report, you’ll have what you need at your fingertips, without the headache of manual searching.

3. Real-time Transcription and Summaries

Meetings are more productive when everyone is on the same page. Spark AI’s real-time transcription feature captures meeting discussions, creating accurate and detailed transcripts. But it doesn’t stop there – it also generates concise summaries, highlighting action items and key takeaways so you can focus on execution instead of note-taking.

4. Instant Language Translation

In today’s globalized world, communication knows no bounds. Spark AI eliminates language barriers by providing instant translation during chats and video calls. Collaborate seamlessly with colleagues, clients, and partners from around the world without the need for external translation tools.

5. Enhanced Security and Compliance

Intermedia understands the importance of data security and compliance. Spark AI features robust security protocols to ensure that your sensitive conversations and information are safeguarded. Rest easy knowing that your communications are protected at all times.

Embrace the Future of Communication

Spark AI is not just a feature; it’s a game-changer. It empowers your team to communicate more efficiently, make better-informed decisions, and drive productivity to new heights. Say hello to streamlined collaboration and bid farewell to communication barriers.

Ready to experience the future of business communication? Unlock the potential of Spark AI today with Intermedia’s comprehensive communication suite. Elevate your team’s capabilities, enhance your workflows, and embrace the era of intelligent communication.

Don’t get left behind – embrace the AI revolution with Intermedia’s Spark AI feature. Your journey to smarter, more effective communication starts now.

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Contact Center CRM Integrations

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Contact Center CRM

Contact Center CRM Integrations:

What you need to know

The foremost method of gathering and structuring customer-related data is through Customer Relationship Management (CRM) software. Notably, recent research reveals a substantial surge in the adoption of CRM systems, as businesses increasingly emphasize service and relationships in their competitive strategies.

If you have yet to fully harness the potential of this technology within your contact center, how can you unlock the utmost advantages of a CRM? Uncover a comprehensive guide to effectively utilizing a CRM system for your contact center operations.

Key Points:

  • A high-quality CRM system is a vital asset for enhancing productivity and delivering exceptional customer service within a contact center environment. Beyond this, your CRM facilitates seamless team collaboration and efficient data aggregation.
  • Furthermore, the utilization of a CRM can significantly enhance employee tracking and evaluation processes, contributing to improved performance assessment.
  • When seeking a suitable CRM solution, prioritize features such as cloud connectivity and seamless integration with third-party tools, as these aspects play a pivotal role in maximizing your CRM’s capabilities.
  • Ultimately, the selection of a CRM should be guided by its compatibility with your specific contact center needs, ensuring a harmonious fit, and by evaluating its potential return on investment as a critical decision-making factor.

The Crucial Role of a Contact Center CRM in Achieving Your Success

Contact center CRM software efficiently gathers and arranges information concerning your leads and customers within a unified, user-friendly platform. This tool empowers your agents to effectively handle interactions spanning various communication channels.

Given the rapid rise in popularity of contact center CRM solutions, it’s safe to assume that your competitors are utilizing this software to enhance customer relationships and present themselves favorably. Embracing the same approach is highly recommended.

Notably, small and medium-sized enterprises stand to benefit significantly from this technology. The software enables these businesses to deliver the personalized attention that buyers frequently anticipate from more modest operations.

Exploring the Benefits of Utilizing a Contact Center CRM

When implemented correctly, a contact center CRM provides a range of advantages that can significantly enhance your operational efficiency.

 

xcrm_real_time_benefits

Enhanced Agent Insights and Improved Team Collaboration

Your contact center CRM equips your agents with real-time information about a caller’s situation 24/7. This empowers your agents to deliver personalized service and enhance first-call resolution rates effectively.

Furthermore, a CRM fosters improved teamwork within your team to swiftly address customer issues. Access to relevant information is streamlined, eliminating the need for file exchanges and time wastage.

By providing convenient access to essential tools and resulting in satisfied customers, agents experience a sense of achievement and heightened engagement.

Enhanced Customer Journey

The main objective of contact centers is to enhance customer satisfaction and increase revenue. By utilizing a CRM, you gain access to more comprehensive information and improved collaboration, leading to a smoother customer experience and the cultivation of brand loyalty.

It’s essential to remember that people perceive your brand as a unified entity, anticipating prompt and personalized interactions with each interaction. When customers are required to reiterate information to agents during subsequent communications, your company’s responsiveness appears diminished, and there’s a risk of seeming inept.

With the aid of a contact center CRM, all interaction details are consolidated in one location. Any agent engaging with a caller can seamlessly continue from where the previous agent left off, ensuring a seamless customer journey.

Improved Data

Data has evolved into the paramount asset for enterprises. Your contact center CRM offers enhanced accessibility to insights regarding your clients and operations, facilitating improvement. Consequently, you can make more informed choices that culminate in heightened revenue.

Moreover, the surplus data aids in refining employee training. By comprehending optimal practices during caller interactions, you can guide agents on more efficient communication strategies. Teams gain insights into the data that holds greater significance for your overall financial performance.

Essential Attributes for Your Contact Center CRM: What Should You Look For?

Unlocking the Advantages of Your Contact Center CRM Hinges on Appropriate Features. Verify the Inclusion of the Following Attributes in Your Software.

Cloud Integration

Your CRM should transcend mere local software and align with your contact center system by seeking a cloud-based solution accessible from anywhere. This enables efficient management of remote and hybrid teams.

Exceptional Customer Service

Assess the customer service track record of a contact center CRM provider. Technology is inherently imperfect, and potential challenges might arise concerning integrations or specific functions. Ensure the vendor’s reliability in providing the necessary assistance should any issues arise.

Automated Customer Reporting and Analysis

Discover a contact center CRM that streamlines the bulk of data gathering and analysis. When faced with decisions regarding marketing, products, services, and operations, the data becomes a dependable resource for informed choices.

By incorporating automation, you alleviate your team from laborious manual data entry. Research indicates that manual processes remain a significant hurdle for CRM users, making automation a pivotal solution.

 

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Selecting the Optimal CRM for Your Contact Center: How to Decide

A multitude of choices exist when it comes to CRM software. To pinpoint the ideal solution, seek out software that aligns with your industry. For instance, healthcare firms might seek an application akin to MEDITECH, tailored for electronic health record management.

Moreover, your business expenditures should perpetually contribute to revenue growth. Compute the potential return on investment stemming from a contact center CRM. Utilize these calculations to determine the suitable budget and discern which supplementary features warrant the additional expenditure.

 

Which Communication Software Aligns Perfectly with Your Contact Center CRM?

The efficiency of your contact center CRM hinges on a range of elements, with the caliber of your communication software playing a pivotal role. Partner with a trustworthy provider like Towner. Reach out to us for insights into our Contact Center solutions, seamlessly integrated with your CRM.

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