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Voice

Communications as a Service: ‘Cloudifying’ the PBX

By on

April 27, 2016

- Voice

The cloud has had a dramatic impact on the way we do business, impacting everything from infrastructure to user access. Applications have broken free from onsite hardware giving users the ability to work anywhere at any time. And it’s just getting started. Even business communications have been given the cloud treatment, enabling users to access the features and functionality of their business phone system anywhere. Cloud communications can be a win-win in terms of saving money and improving user productivity. But that’s not all: flexibility, scalability, a subscription pricing model and security also make up the list of benefits that cloud communications offers. Here’s a closer look at each of seven benefits your company can enjoy with a cloud communications system:

  1. Saving money:

    A cloud-based communications system runs in the cloud, so companies no longer have the expense of purchasing and maintaining equipment. Plus, the cloud offers the most up-to-date software versions at all times, which saves companies time as well.

  2. Improving productivity:

    Employees are able to access the full features of a cloud communications system on any device, anywhere they can access the web. Desktop phones, softphones on PCs, apps on smartphones—all provide the full functionality to users they’d enjoy if they were sitting in their company office. Plus, they can use those features to collaborate with their colleagues or clients, no matter where they are.

  3. Flexibility:

    Why pay for 50 user licenses when you only have 40 employees? Or a 500 user license when you only have 400 employees? With cloud communications, you only pay for what you need. And you can add more functionality as required. That means a cost-effective communications offering that works for you.

  4. Scalability:

    The cloud enables easy scaling to meet your company’s needs, quickly and easily. With cloud communications, you can increase or decrease your number of users through a simple web interface, eliminating costly software upgrades or complicated provisioning.

  5. Subscription pricing model:

    With a cloud communications solution, you’ll have the most up-to-date technology at a fraction of the cost of owning an on-premises communications system. No more capital outlays or expensive upgrades—a subscription pricing model means you’re billed monthly for the service, just like your other cloud applications.

  6. Security:

    Cloud communications services are maintained in large data centers, so companies of any size can enjoy enterprise-grade or higher security and reliability—typically higher than what they could provide onsite.
With the many benefits cloud communications provides, it’s time to ask the questions: Is your legacy PBX no longer efficiently supporting your business. Do you want to invest more money in proprietary technology? Learn more here about a Cloud Communications platform that ATI recommends to all our clients.
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Voice

Choosing a Business VoIP Phone System

By on

March 31, 2016

- Voice

An Office Manager’s Guide to Choosing a Business VoIP Phone System

March 31, 2016 – Most office managers are hearing a lot these days about Voice over Internet Protocol (VoIP), it’s a service that allows telephone users to make and receive calls using the Internet instead of conventional phone lines and analog phone systems. VoIP services provide a number of benefits for businesses, starting with the enhanced modern conveniences and cost savings. Additionally, business VoIP solutions provide attractive features like call management options, video conferencing, instant messaging, reporting, call monitoring as well as enhanced security abilities. After making the decision to move from analog to VoIP services, next comes the task of sifting through the options to figure out the type of phone system that will be the right fit for the business. Here are a few of the most common considerations many managers evaluate before making a phone system decision:

Set-Up Costs Compared to Traditional Systems

Typically, setup fees for registering new phone numbers are minimal. Local and toll-free numbers are purchased online from any area code with instant activation. Service providers can also port or transfer the existing phone numbers without any downtime. VoIP systems are easy to implement and come with very little investment risks. Monthly charges are typically subscription-based utilizing an operational budget. Hosted IP phone systems also remove the need for any expensive in-house servers. The system is either a cloud-based or off-premise solution, which virtually eliminates the need for any costly servers.

Additional Cost Savings

The savings go beyond just monthly charges and equipment. Since the systems are entirely internet-based, the process of adding more users, additional phone lines, and extra features can be handled through a web browser. Using the Internet removes the need for an on-site technician every time an issue comes up. Typically, the most expensive part of a business phone bill are the minutes used. With VoIP, it treats your phone calls simply as data passing through the IP network. Broadband today is relatively cheap and easy to obtain, so it’s appealing to businesses looking for ways to cut costs and use existing resources.

Functionality Considerations

Phone system benefits go well beyond simply the phone calls. Conferencing options enable employees to remain connected clients and coworkers for meetings, exchanging documents, evaluating agendas, and many other business-related matters from virtually anywhere.

VOIP and Customer Satisfaction

VoIP technologies are advanced enough that you should never notice a difference between a call from an analog service and a VoIP call, as they are equally responsive. However, considerations should be made to the business network to ensure there’s enough bandwidth to support the additional data load as well as the quality-of-service (QoS) capabilities for prioritizing call traffic. Learn more about a hosted VoIP system that takes into account all these considerations here.
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Voice

A Hybrid Phone System: Is It The Best of Both Worlds?

By on

March 10, 2016

- Voice

Companies today understand the many benefits of changing over to a Unified Communications (UC) solution, but many are unable to do so because of the one-size-fits-all approach. They need something that’s easy to manage and control but is also cost-efficient and robust. Many want the flexibility of a hosted system partnered with the reliability of a traditional on-site solution. For many companies, an outdated PBX simply doesn’t work for their organization anymore. For small to medium-sized businesses, the systems don’t provide the features or functionalities needed to communicate effectively. For large organizations, the problem is magnified as location restrictions and remote employees are forcing the shift to a single system that offers all the features and reliability they need. The solution to both of these problems is a hybrid phone system.

What Does Hybrid Actually Mean?

To define more clearly, a hybrid VoIP solution is an option that provides the ability for businesses to upgrade to VoIP technologies using an on-site phone system. This hybrid technology provides the ability to manage, monitor and adjust the phone system on-site, but also comes with the features and cost savings that a traditional PBX simply can’t offer.

SaaS vs. Cloud

Software as a Service (SaaS) is software distribution where the company applications are hosted by the vendor/service provider, and are provided to the customer over a specific network — usually the internet. When running SaaS applications, some might say they run within the cloud, which is correct, but it is not the cloud itself. So, what’s the difference? Well, the cloud provides resources for computing that is not dedicated to a defined location. It consists of virtual servers or computers, capacity for data storage, messaging and development environments. So, the primary difference is that SaaS offerings include fully-formed, end-user applications. The cloud is the rentable computing service and infrastructure.

ShoreTel, SaaS, and Hybrid Solutions

SaaS is changing how IT handles their phone systems. Virtual systems delivered completely through the cloud like ShoreTel Connect Cloud are helping businesses realize the amount of time, money, resources, maintenance and application upgrades that can be minimized when handled by the service provider instead of IT staffers. To learn more about a Hybrid Phone System that ATI recommends click here.
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Voice

Small Business Wireless Solutions

By on

March 8, 2016

- Voice

What Wireless Solutions is your Small Business Utilizing

March 8, 2016 – It’s no secret that employees and businesses are expected to be more productive than ever. Smartphones, broadband, and 24-hour connectivity means that everyone is expected to up to speed and on top of things all day, every day. If you’re a small business owner, you might feel pressure from clients to work harder than is humanly possible, and it’s easy to pass those expectations on to your employees. Luckily, there are ways to give yourself a leg up and improve productivity across your business, using the technology you already have. Here are a few ideas to get you started.

Mobile Apps

There are plenty of mobile apps designed to improve business productivity. From note-taking apps like Evernote to collaboration tools like Basecamp to secure document signing apps like Docusign: make the most of your mobile device by downloading apps that actually make your life easier instead of just wasting time.

Take Collaboration Online

Apps like Basecamp, Dropbox, and Google Docs make it easy to collaborate with your team at all times. That means even if your right-hand man is asleep, you can make edits, send messages, and make sure everything is ready for the moment he wakes up. When you don’t have time to sit down at a desk, these types of wireless solutions can be a life saver.

Set Measurable Goals

Goal setting apps can be a huge benefit to small business owners. Setting measurable goals and writing them down can be the best way to get things accomplished. Small business owners are often running from one task to the next and leaving things unfinished to put out fires. Set a mobile reminder for yourself of one or two “must-dos” each day and watch your productivity – and feeling of accomplishment – skyrocket.

Unified Communications

When all your communication systems work together, you can get more done. If you’re on the go and can’t pick up your office phone, ShoreTel’s unified communications systems can ensure that you answer the phone just the same as if you were sitting at your desk. This means you don’t have to be tied to one place or make sure everyone has your cell number so you can get more done all the time.

BYOD

BYOD stands for “Bring Your Own Device.” Quickly fading are the days when people were willing to carry a Blackberry strapped to their belt and a flip phone in their pocket. People want the comfort and personalization of their own mobile device. And the truth is that a BYOD mobile solution can actually make employees more productive. Not only are they more willing to take calls and read emails during off hours, they’re more likely to add their own apps that they know how to use and that help them work smarter. It’s a win-win. Mobile technology can be a powerful wireless solution for small business productivity if you take the time to set it up to work for you. In the hectic world of business ownership, it’s easy to get distracted so let your technology work for you to make all your business goals become a reality. Learn more about a VoIP platform that can connect your workforce no matter where they are, here.
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Voice

Better Customer Experiences

By on

March 7, 2016

- Voice

Creating Better Customer Experiences One Call at a Time

March 7, 2016 – If you make money using the phone, then your phone system needs to be a business enabler, not an inhibitor. Your prospects must be able to reach you in a timely manner. Your customers need to find you wherever you are, at the front desk, in a meeting or outside the office.  That’s how you want to serve your prospects and customers. That’s how they want to be treated. Here are two ways an onsite phone system can better enable how your customers do business with you by eliminating latency and enhancing reachability.

Eliminating latency

When a customer or prospect calls your company and the phone rings endlessly without being picked up, or it goes to a general mystery voicemail box, they may question how capable your business is. You want to give the impression to current and potential customers that you can serve them the way they want to be served, whether your business is big or small. Phone system latency is sometimes referred to as the, “mouth to ear” delay. It’s based on:
  • The number of rings it takes for someone to answer the phone
  • The number of transfers that are required to find the right team member
  • The phone connection itself if it’s choppy, breaks up or has echoes
An onsite phone system allows you to address latency by routing calls using the power of work groups. Work groups can be created to respond to what’s happening in your business.  For example, you might have a new advertising campaign and you need more people ready to answer the phone. Perhaps there are changing weather conditions and you need to re-route how support is handled. Or you want to better enable how calls are routed to a call center team and establish a top down or longest idle calling pattern so your best sales person or available call center consultant gets the next call. You may even have a business that requires seasonal considerations like greetings or auto attendance during high call volumes. Addressing latency gives you speed and flexibility in how you run your business and respond to your customers.

Enhancing reachability

Some folks lament the current standard that you must always be reachable anytime, anywhere. But business reality is such that if you aren’t reachable and you aren’t set up to respond to your customers, then your customers are going to go elsewhere. Reachability is how easy it is for a customer or prospect to locate you or your team.  It’s not just how long it takes to reach them, but how easily a customer can access them. An onsite phone system can help you be reachable by allowing your phone to find you or key staff members wherever they are. It gives you the ability to use external assignment rules that have phones ring wherever an employee is – whether that’s in a meeting, traveling or at a client site. It can even mean having several phones ring at the same time, say, your desk and cell phone ringing simultaneously. World class phone systems using unified communications allow you to implement tools that make you and your staff more accessible through Microsoft Outlook integration, and desktop client and mobility features like find me/follow me.  These basic unified communication tools are a must in today’s business environment. This enables your staff to be reachable and findable, building on the capability of your business, not working against it.

Creating a better customer experience

You pride yourself on how you serve your customers. But if your current phone system isn’t helping you be responsive and reachable then it might be inhibiting your business – not enabling it. Is it time to consider how your phone system can help you serve your customers even better? If you’d like to evaluate your phone system’s latency or reachability, email us at sales@aticti.com or give us a call at 630-577-2651. Or lean about an onsite phone system that decreases latency here.
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Voice

ShoreTel Connect Cloud: Taking Your UC in the Cloud

By on

February 18, 2016

- Voice

ShoreTel Connect Cloud: Taking Your UC in the Cloud

February 18, 2016 – It seems for most companies today, everything they utilize is hosted somewhere in a cloud instead of a data center or server.  You may be wondering why changing over to cloud-based services is so popular? Or, perhaps you like the way your business is structured, and you just don’t understand the benefits of having a cloud-based infrastructure. Let’s take a moment to showcase how these communication tools used to function and why so many organizations are making the change to a more virtual and less hardware-intensive communications structure.

The old way of business communication

With more traditional phone systems, telephone service providers would build the required infrastructure in their own data center and would then sell the access of the data center to customers. The carrier would own both the hardware and the software portions and they would be the party responsible for both the maintenance and the support of it. This would give the carrier control of any necessary updates and feature additions to the services.

The new way of business communication

Using the cloud transforms the way businesses deploy their phones and communication tools. Clouds and virtualization take away the need for a big up-front investment for hardware and set-up. Not to mention the need for a data center is eliminated, because the cloud takes its place. UC in the cloud services provide flexibility for organizations that want to scale their deployments up and down depending on their specific business needs as well as the ease of adding new functionality and features whenever necessary.

Why make the change?

Many companies today are moving towards more mobile workforces. They want to create flexibility while not losing out on service level or employee productivity. The cloud partnered with hosted PBX phone systems allow them to create this flexibility relatively easily. There is also a tremendous opportunity to improve the communication occurring between organizations and their current and potential customer base. Tools like hosted VoIP, video conferencing, contact centers, unified messaging and web collaboration are providing the ability to connect quickly and securely with customers to better meet their needs. Additionally, location limitations are reduced because cloud-based tools and resources allow partners and clients to meet together virtually through chat, video or virtual meetings from anywhere. This allows organizations to meet objectives and goals quickly.

If nothing else, focus on the ROI

Companies are not only focused on increased functionality, scalability, and mobility, but also the variety of ways to achieve a return on investment for a cloud-based solution.  It starts with lower operating costs and a better end-user experience.  Overhead and installation costs are minimal because of the reduction of equipment and employees needed to manage and maintain the equipment. Additionally, ROI can occur through a decrease in travel expenses because communicating across the country or the world is easy and cost-effective, so there’s no longer a need for costly face-to-face meetings. – Learn more about how the cloud works – Check out an ATI recommended cloud phone system
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Voice

How to Customize ShoreTel Cloud for Small Business

By on

February 10, 2016

- Voice

Changing phone systems is a big decision for small businesses, so you want to be sure you are making the right decision. Offering full features and a host of collaboration options, ShoreTel Cloud was built to make doing small business easier and at an affordable cost. But what makes the Cloud solution a better fit than the endless other options available in the market today? When evaluating that question, consider these small business customization options that ShoreTel Cloud offers:

Virtual / Hosted PBX

The Virtual PBX service works to consolidate multiple phone systems being used at other office locations into one comprehensive system. There’s no bulky hardware, as the solution takes less space and consolidates the phone bills from multiple vendors. The solution also allows you to re-direct phone calls from busier locations over to the lower traffic sites. To create convenience, the virtual PBX is also accessible from anywhere. The hosted service offers a more enhanced version than the virtual PBX, as the hardware is run off-premise. The only required equipment in the office is the router. With the Cloud solution, you can control everything through the web-based portal.

Hosted Call Center

The Hosted Call Center is a powerful call management tool allowing you to ensure great customer service without utilizing your own resources in order to do so. Because the system is connected to the ShoreTel cloud solutions, users can log in and access a call queue during busy times, providing enhanced efficiency when in standby.

Computer and Phone Integration

With this collaboration option, you are able to use other tools and features that help to increase employee productivity while they are also making or taking calls. Additionally, the system can support up to 1,000 users, so as the business grows and changes, the system can be adjusted to the new communication needs.

Cloud and On-Site Options

One of the unique and convenient features of ShoreTel Cloud is the ability to choose between an on-site or cloud-based phone system. The Cloud Conductor provides the ability for the user to access the system from anywhere, which helps encourage productivity and improved communication both within the business and with customers. Additionally, managers can monitor the calls being made as well as the telephone numbers that are being made from the system.

Full Conferencing Tools

It’s simple to set up conference calls with a moderator, as well as muting and hand-raising abilities. The tool provides easy conferencing invite options as well.

Instant Messaging

Collaboration is easy with instant messaging services that allow you to set up direct chats with other employees. This saves employees time and effort by gaining instant access to information they need to move on to the next project – even when they are on the phone. Additionally, the chat system provides file-sharing options for quick collaboration and review. Taking things one step further, ShoreTel Cloud offers the ability to conduct a video chat.

Basic Features and Functionality

Although the system offers enhanced features that each small business can cater to their specific business, the Cloud solution also provides the basic services that you would expect from a small business phone system. Caller ID, blocking, and transferring options are just some of the features included. Phone alerts provide detail regarding the missed calls and messages as well as customized voicemail that provides access to the mailbox from anywhere via a smartphone or tablet. Learn more about the ShoreTel Cloud for Small Business phone system here.  
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Voice

Phone System Checklist

By on

February 8, 2016

- Voice

Business competition in today’s economy is fierce. Your customers expect the highest level of customer care, and you and your staff need to be reachable, professional and customer focused at all times –  no matter where you’re located. If that’s your business model, is your phone system serving you like you serve your customers? Use this phone system checklist to evaluate if your PBX gives your customers the experience they now expect from their chosen providers.  Any items you can’t check off may signal that you could be getting more out of your phone system.

Reachability and professionalism

  • Customers can access your sales staff anytime and anywhere with mobile capability that directs incoming office calls to be received on your sales staff’s mobile phones
  • Outbound calls look professional, coming from the main company number, even when your employees are using their smartphones
  • Customer focus is enhanced by connecting your CRM tools with Outlook to give you conversation history with your client
  • Employee productivity is increased by merging call records with customer records to improve sales trending projections and staffing optimization

Employee productivity

  • Employees and partners can communicate in ways that are easy and intuitive through audio and web conferencing, regardless of where they’re working
  • Employees use presence features to be reachable by establishing if they are in the office, out of office, or in a meeting by using presence features
  • Teamwork is made easy with voice and video calling, including screen sharing

Cost effectiveness

  • Ongoing administration, such as adding a new employee is easy, not labor intensive
  • Local support is available to train your staff to use features that improve customer experience
  • You have the option of outsourcing your phone system management to an experienced local company
How did you do? Depending on your responses, here are some things to think about.
  • If you scored an 8-10, you’re using your phone system to improve your customers’ experience as they work with you.
  • If you scored a 5-7, there may be some phone system features you can use to improve your company’s competitive positioning and your customers’ experience.
  • If you scored less than 5, it’s time to look at phone system capabilities you can bring to your company to help your staff be more reachable, professional and customer-focused.
You want your employees to function effectively while improving company productivity and increasing customer satisfaction. Your phone system should help you do all that – and boost your competitive advantage. If you’d like to discuss your phone system’s capabilities and see what’s possible for your business, give us a call at 630-577-2680.” Moving office locations? Take a look at this Checklist that’ll help you stay in control of all your IT infrastructure for the the big move.  
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Voice

Do You Have a Communication Solution in Place for Natural Disasters?

By on

January 25, 2016

- Voice

Putting a natural disaster plan together can be a daunting process – it’s time-consuming and daunting. However, anyone who has experienced a crisis like it would probably agree that having a plan in place helps to ensure the least possible negative impact for the business. One of the most important tools of your business is the phone system. It’s a requirement in order for you to get the help needed as well as ensure the safety of the employees and the business. If the dial tone is lost, the first part of the response efforts are hindered significantly.

Phones and Emergencies

While we usually think of a natural disaster crisis as something like a flood, earthquake, or a fire, smaller events like a water leak or a robbery can be equally devastating to businesses. When critical business elements like the phones are compromised, not only is productivity lost, the costs against the business begin to escalate rapidly.

The Importance of a Crisis Plan and Communication Solution

FEMA reports that 40% of businesses who become victim to a natural disaster are never able to reopen, and 25% fail the first year after that crisis occurs. Successful businesses today understand the importance of preparing for the worst even if the worst seems unlikely to occur. If crisis strikes, employees need to understand what’s happening, nearby businesses need to be contacted, and emergency response groups may need to respond for assistance.

Creating Your Crisis Communication Plan

When developing your crisis communication solution, there are five important elements:
  1. Detailed Communication Plan: This part of the plan should define exactly how the organization will communicate with each other regarding the crisis. It should focus on the purpose of the communication, who’ll be in charge of activating it, and the tools and procedures needed.
  1. Crisis Communication Team: The team of people who will be responsible for the gathering of information about the crisis and reporting it to interested individuals and the media. Specific roles should be defined such as a spokesperson, who monitors both the internal communication as well as any backups for those roles.
  1. Prepared Responses: Consider the many possible crisis situations your business could potentially experience and develop some basic responses that can be used immediately after the crisis occurs, or adjusted slightly during an emergency.
  1. Internal Communications Process: In this area of the plan, you should outline how employees will receive information about what’s happening. The plan should also define how employees should respond if the phone system is no longer available. This area should include hard copies of all the media and social media policies.
  1. Important Contacts: A response team should not need to look around for the phone numbers of people who need to be contacted. This area of the plan includes the phone numbers and contact information for the team members. Examples include the police/fire departments, health organizations, and helpful evacuation centers or resources.

ShoreTel Sky Communication Solution

With all the elements involved in a crisis, having your phone system down isn’t a welcomed issue to an already extremely stressful situation. Although no system is completely disaster-proof, phone systems like ShoreTel Sky provide features to help ensure your plan is executed effectively. ShoreTel Sky IP phone systems offer cost-effective communication solutions to help prevent the loss of connectivity during a crisis. Safety Features Include:
  • Server Backup: We offer multiple options for server backup so customers are always able to manage the system and use the advanced features.
  • Double-Take: This feature provides a backup virtual server to another location using a WAN connection connected to the primary server.
  • ShoreTel Design: Sound architecture and applications are the backbone of the ShoreTel Sky solution. The design includes N+1 redundancy and switch-based hardware for highest availability.
Investing the time into developing your company’s crisis communication solutions is an important element of the stability of your organization. Because if the business does face a natural disaster or crisis, you will be prepared to weather the storm as it’s happening as well as the important recovery period.
– Learn more about ShoreTel’s disaster ready phone system here. – Make sure your data is also backed up here.
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Voice

A Phone System that Maximizes Your Control

By on

January 24, 2016

- Voice

You’ve realized that your current phone system is no longer working for your growing business.  So you do what any savvy business person does – you research your options. And you quickly comprehend that what you need is a phone system that will minimize disruptions to your business and integrate with your current custom applications, all at a reasonable cost.  Most importantly, you want to be able to control how you use, manage and pay for the phone system over the long term. It might be time to consider a telephony platform that gives you total control in three critical manners.

Control over care

If you like the idea of being able to control how and when you complete a phone system upgrade, and determine who administers changes to your phone system, then an onsite phone system may be right for your business.  An onsite system gives you physical control of your phone system. You have the ability to determine when you want to make system changes and upgrades. It also gives you the ability to have a non-technical person manage moves, adds and changes as you need. And the flexibility of the system gives the administrator access from anywhere.  Meaning it’s a single image administration, no matter how many sites or locations you have.

Control over custody

What is your ownership preference?  If you have a certain comfort level when the assets you buy are sitting under your roof, an onsite phone system will give you complete custody of the equipment. Simply put, you own it. This type of investment can create a future benefit for your business by reducing long-term system costs while increasing the book value of your company.  With an onsite phone system, you don’t necessarily have to commit to large capital outlays. The financial decision of leasing, renting or buying is up to you. When you own the phone system, you have ultimate control over the asset. You decide how you spend money on the care and maintenance, helping you control your costs in a way that makes sense for your business.

Control over administration

The ease of administration with an onsite phone system means it will work with the applications you already own, while minimizing business disruptions. If you’ve built your own custom applications that you want to integrate with your phone system, you can do that. Applications you have purchased, developed or customized like Microsoft Outlook, custom paging, and other business applications are easily integrated with an onsite phone system you control. This allows you to keep what you’ve already built and connect it with a phone system that offers you more control without affecting your users’ productivity or your customers’ experience.

Determining what’s right for your business

There are companies that want to move to the cloud. And there are other companies that want to maintain control of the assets they own. As you consider your phone system options, consider how an onsite phone system may allow you the type of control you require in your business so you can minimize disruptions, integrate to applications you’ve already customized and manage how you pay for the system. Perhaps it’s the best solution for your business.
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ABOUT US

Ascenda™ is a globally recognized total experience thought leader for organizations of all sizes. Our speed of innovation ensures that businesses can transform how they work together with customers and employees while also exceeding key business metrics.

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CONTACT ASCENDA/ATI

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Lisle, IL 60532

Phone: 630.505.7500 Main

Phone: 630.577.2700 Service

E-Mail: sales@goascenda.com

Web Site: https://goascenda.com