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Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

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Optimizing Customer Engagement: Elevate Efficiency and Effectiveness Using Intermedia Contact Center and Envision Analytics

In the dynamic and fiercely competitive landscape of today’s business world, cultivating outstanding customer interactions is an absolute necessity. Intermedia Contact Center simplifies and enhances customer engagements across various channels: phone, chat, SMS, and email. Fueled by advanced technologies like AI, automation, virtual agents, and intelligent call routing, it sets the standard for efficiency.

Cloud platform empowers remote customer care, ensuring flexibility and driving operational excellence. It enriches the overall customer experience without overburdening resources.

Businesses embrace Intermedia Contact Center, integrating Envision Analytics for significant strides in streamlined and improved customer care. The integration marks a significant leap, reflecting a commitment to ongoing innovation and enhanced customer relationships.

Empowering Customer Interactions and Boosting Business Performance with Envision Analytics

Integrating seamlessly with Intermedia Contact Center, Envision Analytics brings customer interactions to unprecedented levels of excellence. Its dashboards and reports act as robust tools, leveraging both real-time and historical interaction data. These tools empower supervisors with profound insights, enabling them to make informed, responsive decisions. Consequently, this fosters more intelligent work practices, heightens productivity, and results in superior customer care.

Elements in Envision Analytics for Intermedia Contact Center comprise

  • Queue Performance Dashboard: Customized dashboard displays historical call queue metrics—service levels, talk times, and abandoned calls, catering to individual preferences. Supervisors focus on KPIs aligned with goals, making data-driven decisions to enhance efficiency and customer satisfaction.
  • Agent Performance Dashboard: Frontline user (agent)-friendly tool provides insights into individual call performance metrics with user-friendly visualization. Supervisors can effortlessly monitor and optimize their team’s performance, ultimately leading to enhanced customer service.

Sustained Advancements and Improvements

In the last year, Intermedia introduced upgraded Envision Analytics for its comprehensive solution, Intermedia Unite, enhancing communication, collaboration, and productivity. These new features include:

  1. Service Adoption Dashboard: Facilitates the optimization of Unite services utilization within organizations.
  2. Historical Voice Calls Dashboard: Presents an enhanced overview of call activity, incorporating additional KPIs and improved navigation.
  3. User Activity Report: Offers a more detailed breakdown of individual user behavior to enhance resource optimization.

Intermedia and Towner empower businesses with innovation, fostering lasting relationships. Envision Analytics launch attests to dedication, equipping for competitive success.

 
 
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The Future Of Business Is An AI Assistant

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AI Assistant

In today’s fast-paced world, businesses continually seek tools and solutions to enhance efficiency, productivity, and performance. Recognizing the ever-growing demand for secure and accessible AI solutions, Intermedia has boldly transformed the workplace by introducing its AI Assistant.  What’s the buzz all about? Let’s dive in and explore the fantastic benefits of integrating generative AI directly into Towner’s Elevate offerings.

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Amplify Your Productivity With AI Assistant

Imagine having a virtual assistant at your fingertips, ready to tackle tasks like content creation, data summarization, complex calculations, code reviews, and much more. The Towner AI Assistant by Elevate is your secret weapon for completing these tasks faster and with exceptional quality.

Stop wasting time switching between different apps or platforms; our Assistant seamlessly integrates within your Towner Elevate experience. It’s like having your personal work guru, right where you need it.

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Private and Secure

One of the standout features of our Assistant is its commitment to privacy. Unlike other AI services that store your interactions for training purposes, our AI solution follows a strict privacy-first principle. Your business keeps your data confidential; it doesn’t store it in some distant AI engine.

This privacy-focused approach is a game-changer, particularly for businesses in industries that require strict data archiving and retrieval compliance. With our AI Assistant, you have full control and peace of mind over your data.

Seamless Integration

We understand the value of time. That’s why we’ve made it incredibly easy for Business Administrators to enable Elevate Towner Assistant with just one click. No need for complex installations and configurations; our streamlined process ensures you can harness the full potential of AI-driven productivity without breaking a sweat.

Fueled by SPARK AI Technology

Intermedia SPARK AI Technology fuels our Assistant behind the scenes.

This foundational AI technology is intelligently and responsibly integrated throughout our communications, collaboration, and contact center platform to assist teams throughout their day.

Ready to unlock the potential of AI in the workplace? The AI Assistant is here to help simplify work, making your teams more productive and secure. It doesn’t just serve as a tool; it transforms how work gets done. Embrace the future with the AI Assistant.

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Getting excited about unlocking a better more awesome way to do business? give us a shout and request a demo!

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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.

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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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Dialing into the Future: Is the Humble Desk Phone Still Ringing True for Businesses in 2024?

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Desk Phone

In an era where mobile devices reign supreme, both in accessibility and popularity, the persistent use of desk phones in the workplace might seem like a curious choice.

Surprisingly, numerous companies continue to rely on physical phones, with recent studies revealing a steady 6.2% growth in the IP desk phone market.

Discover the advantages of incorporating desk phones into your team dynamics and identify who stands to gain the most from this traditional yet enduring communication tool. Uncover the reasons organizations opt for physical phones in 2024 and explore where you can secure your own equipment.

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Key Points:

  • Desk phones persist in corporate settings due to their unmatched call quality, reliability, security features, and user-friendly interface.
  • In-office teams benefit from conferencing phones, facilitating seamless group calls.
  • Complementary accessories such as headsets, high-definition video cameras, and analog phone adapters enhance functionality.
  • Unified communications platforms enable the integration of both desk phones and softphone setups within a single system, offering flexibility and convenience.

The 5 WHYs urging Companies to Still Arm Every Employee with a Desk Phone

1. Reliability 

Indeed, employees now have the flexibility to manage corporate communications using personal or company-provided smart devices. However, occasional challenges arise when software requires upgrades or encounters compatibility issues.

Unified communications providers strive to develop software compatible with modern PCs, smartphones, and tablets. Yet, not all employees may possess devices capable of executing these tasks swiftly and consistently. In such scenarios, an IP desk phone proves its reliability by focusing on a specific function and executing it exceptionally well.

2. Security

Beyond ensuring reliability, companies must adhere to compliance and regulatory mandates, which can become intricate when employees utilize their personal phones. To address this complexity, your company may find it valuable to take the extra step of prioritizing corporate phones for the majority of communication. These devices are designed to meet the highest security standards.

3. Productivity

Personal cell phones can be timewasters, and management only has limited control over monitoring their use. When you provide company-approved devices, you can set up features in a way that minimizes distractions and boosts team efficiency.

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4. Call Quality & Reliability 

To maintain a professional image, it’s crucial to ensure your employees communicate with customers and clients using high-definition call quality. While modern devices typically meet this standard, a physical phone eradicates any concerns by providing a dedicated tool for reliable transmission and reception.

5. They’re Easy

A phone provides an optimal level of convenience by eliminating the need to toggle between apps or within a single app for calls and business activities. While modern softphone apps have simplified this process, individuals less inclined toward technology may find greater comfort with a traditional desk phone.

For companies with on-site employees, IP phones offer added ease. Despite allowing cell phones, uncertainties persist regarding the reliability of everyone’s devices and service within the building. In such cases, a desk phone remains the most reliable and certain option.

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Unlocking Customer Loyalty: Decoding the Secrets to Branded Calling and Building Lasting Brand Connections

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Unlocking Customer Loyalty: Decoding the Secrets to Branded Calling and Building Lasting Brand Connections

Embarking on a journey to bolster your business presence and growth involves more than just maintaining consistent branding across channels. While brand consistency is undeniably crucial, it’s merely the starting point. The true challenge lies in igniting customer enthusiasm, fostering repeat engagements, and ultimately unlocking the power of brand loyalty—the indispensable key to unraveling the code for sustained customer retention success. 

Key Points:

  • Brand Loyalty Essentials: Dedication to a brand fosters consistent customer choices.
  • Strategic Alignment: Align brand and customer experiences for sustained loyalty.
  • Business Impact: Tangible benefits include customer retention and reduced marketing costs.
  • Advocacy Power: Loyal customers drive impactful word-of-mouth marketing.
  • Reputation Enhancement: Brand loyalty contributes to a positive brand reputation.
  • Branded Communication: Branded calls enhance trust through personalization and consistency.

Brand Loyalty?

Hubspot’s definition nails it: “Brand loyalty is the dedication compelling customers to consistently choose a brand, irrespective of competitors, price, or convenience.” This highlights that loyal customers return, not solely for deals or convenience. Gartner adds that brand loyalty aligns with both brand and customer experience, emphasizing their synchronization for trust and loyalty. As brand loyalty is crucial, its tangible impact includes surpassing paid marketing through the creation of loyal brand advocates.

Customer Retention?

Sustaining recurring revenue is vital for business success. Relying solely on one-time transactions is insufficient; attracting customers committed to regular, long-term payments is essential. Brand loyalty cultivates a customer base returning consistently, assured of receiving the specific services and features they require. Moreover, maintaining a loyal customer foundation mitigates negative impacts on revenue, such as high churn rates—customers swiftly leaving due to inadequate customer experiences.

Stretch Marketing Dollars Further!

Stretching marketing dollars is a common goal amid rising digital advertising costs and the pervasive impact of inflation. A strategic approach involves creating loyal brand advocates, who, when consistently drawn back, lessen the need for extensive spending on top and mid-funnel customer advertising. Gartner’s analysis on the influence of inflation on brand loyalty suggests that despite economic challenges, a considerable number of consumers may remain loyal to preferred brands. Leveraging word-of-mouth marketing, facilitated by satisfied customers sharing positive experiences, becomes a cost-effective tool as brand loyalists enthusiastically promote the brand without additional expenditure.

Brand Reputation Is Everything…

In industries where customer experience reigns supreme, your brand reputation holds immense significance. Loyal customers are a testament to your positive market standing. Public praise through online reviews and testimonials is a common occurrence among satisfied customers. Given that a substantial 76% of consumers regularly peruse online reviews for local businesses, positive feedback serves as a powerful validation of your solid reputation. Such reviews not only affirm your credibility but can sway hesitant individuals, tipping them towards a favorable buying decision.

Branded Communications = Brand Loyalty 

Having discussed the rationale behind brand loyalty, let’s delve into the practicalities.

Converting occasional customers into loyal advocates involves meticulous attention to every interaction, including the voice channel.

Branded calling hinges on three key principles: personalization, consistency, and trust. By using branded phone calls, each outbound call becomes personalized with your official company name and purpose.

Unlike relying on CNAM, which only a fraction of customers opt into, branded calling provides full control over branding. This approach ensures uniformity in your phone calls, maintaining consistency across all major U.S. carriers and mobile devices.

Personalized and consistent calls instill trust, assuring customers of your identity. Branded calling eliminates the ambiguity of unknown numbers, as every outbound call is clearly identified.

LET’S GET BRANDING!

Ready to boost your brand and level up your loyalty? Request a Demo now and let’s do this! 

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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.

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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