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VersaTrust has been serving the Texas area since 1997 , providing IT Support such as technical helpdesk support, computer support and consulting to small and medium-sized businesses.

Enhance customer service through video chat

Online video chat turns stiff customer service interactions into a more personal experience. Seeing the person you’re talking to makes for a more substantial conversation. With that in mind, businesses ought to integrate such a function if they want to make significant changes to the way they handle customer inquiries. Despite the obvious advantage, few companies have adopted an online video chat functionality. It’s predicted that by 2018, that will change.

More visuals, better service

Unlike other customer service platforms such as phone, online chat, social media, and email, online video chat is highly personal and markedly interactive. The advantage is obvious: Customers see the person they’re talking to, which lends a greater sense of urgency and professionalism to a conversation. Businesses looking to improve their customer satisfaction rating can also benefit from a video-enhanced customer service capability.

That is not to say that an online chat or other ‘less visual’ modes of communication are insufficient in handling or managing complaints or queries. For some businesses, certain product or service inquiries could benefit from a visual demonstration, such as fixing a malfunctioning electronic equipment or assembling furniture. A video chat can also be massively beneficial to customers seeking help for an extremely technical computer issue.

Not all customers, however, would opt for a video chat to get assistance, but having it as an option is definitely going the extra mile. Having a video option also expands the customers’ options and increases their confidence in your capacity to assist.

Is online video chat really necessary?

Some companies aren’t eager to adopt a video-based customer service functionality due to several factors, such as costs associated mostly with staff training and contact center structure improvements. Despite being the least personal of all customer interactions, interactive voice response systems are still preferred by many because they’re cheaper to implement and maintain.

Other hurdles include inconsistent video chat quality and customer preference. The ubiquity of other platforms such as social media also poses a barrier to adapting video chat. Why spend money hiring extra staff and expend effort adding video capabilities when you can have anyone on the team log on to Twitter -- for free -- and solve complaint tickets?

Despite widely recognizing customer service and experience as a competitive differentiator, many businesses still resist video technology. For small- and medium-sized firms with limited resources that are therefore slow to adjust to new changes, this is understandable. Nevertheless, exploring video chat’s potential can undoubtedly enhance their customers’ experience, and, in time, prove invaluable.

As with many advances in unified communications technology, it wouldn’t be surprising if online video chat decimated other VoIP services and became the new norm rather than a budding trend. Do you want to explore the various features of your existing VoIP systems for your business? Call us for advice today.

Published with permission from TechAdvisory.org. Source.

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Moving unified communications to the cloud

Migrating your organization’s unified communications (UC) to the cloud seems like a no-brainer: it’s practical, it’s cheap, it’s the future. Big-name companies such as Cisco, IBM, Microsoft and Verizon now offer Unified communications as a Service (UCaaS), and it’s only a matter of time before it takes over the Voice over Internet Protocol (VoIP) space. Despite that, IT departments of many organizations remain hesitant due to concerns about network stability, service performance, and over-reliance on legacy systems. To alleviate those concerns, here are five tips you can consider when moving your UC to the cloud.

Opt for a gradual transition

Migrating unified communications to the cloud doesn’t have to be done at one fell swoop. You can move UC for departments that can benefit from it, while those with no pressing need for a cloud-based UC, such as a company’s call center, can keep using on-premise systems. This way, users can ease their way into the new system without experiencing network disruptions, which could lead to reduced productivity.

Secure sufficient bandwidth

Issues on speed and performance will inevitably arise, so make sure to cover all the bases before migration. That means securing a reliable internet service provider, checking the stability of your internal network, and having a Plan B. This is a particularly critical point to ponder if you have operations in locations where unstable or slow networks could pose serious difficulties. Determine the level of bandwidth your entire business needs, and get it from an ISP that can deliver.

Test, test, test

Transitioning UC to the cloud may appear seamless, but there may be a few unexpected kinks that would need ironing out long after the migration is declared a success. To soften the potentially costly and time-consuming impacts, test the systems throughout the duration of the migration. Whether you’re testing voice, data, or video, conduct tests, set benchmarks for performance, and predict future usage patterns.

Go live and act on identified problem points

After going live with your cloud UC, consider the overall user experience and availability of support for devices, applications and other components. Are persistent connectivity issues going to cause troublesome conference calls? This and similar issues may prove detrimental in the long-run, so keep them in mind when deciding to keep, enhance, or discontinue a cloud-based UC. Cloud migration should be solving problems, not causing them.

Constantly monitor performance and quality

Don’t be surprised if you encounter a few issues even after extensive testing. Migrating to the cloud simply requires planning and a sustainable strategy, whether your organization is dependent on instant messaging, voice conferencing, or video calling. There’s also a good chance that you will be working with several vendors, so always demand for the best service.

Having your UC moved to the cloud may seem like a daunting move, but with our cloud technology and VoIP know-how, we’ll make sure your unified communications in the cloud precipitates just benefits. Contact us today for advice.

Published with permission from TechAdvisory.org. Source.

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Apple CallKit: what it can and cannot do

VoIP technology has done wonders for business communications by simplifying the way business owners and staff communicate with stakeholders. VoIP apps compete for a big slice of the consumer spending pie and those who adapt well to developments are poised to succeed. One such development is Apple’s new framework, CallKit. Although still in its beginning stages, this new framework presents exciting innovations in VoIP technology.

What does CallKit do?

Plenty. For one, it integrates all the useful functions of VoIP apps with Apple’s native interface. Remember that CallKit is merely a way for third-party apps to integrate with Apple mobile devices. As such, the CallKit framework has already been integrated with Windows-owned Skype and a slew of other third-party apps such as Facebook Messenger and WhatsApp, among others. These developments present a host of benefits to businesses looking to integrate communications under a manageable corporate account. It also offers a significant enhancement to the user experience, mainly in eliminating the need to open an app when answering, dropping, or blocking a call.

With CallKit, seemingly minor inconveniences -- such as having to unlock your phone, going to the app, and pressing answer -- as well as having to drop VoIP calls for incoming cellular calls are addressed and solved. For added convenience, CallKit also allows you to tag contacts as favorites.

VoIP benefits

The benefits of VoIP apps are varied and plenty, especially for businesses. VoIP apps are inexpensive to implement and easy to install and configure. Most iterations offer connections that are as good as, if not better than, cellular-based telephone calls, with VoIP apps like Skype constantly making improvements on both interface and functionality.

CallKit’s architecture is designed to make VoIP app calls as seamless as possible. With CallKit, users can initiate calls with Bluetooth, a voice command to Siri, and Apple’s native interface for iOS 10 and above. It also has a mechanism for blocking spam calls, enabling a Do Not Disturb functionality, and interacting with other VoIP apps, which means users are now able to handle incoming and outgoing calls and messages with more efficiency.

Despite improvements in VoIP apps, many users don’t bother with mobile apps unless circumstances -- like being in a foreign country, where making phone calls would be expensive -- compel them otherwise. VoIP and developments like CallKit can turn that around. Thanks to CallKit, users can now make VoIP calls from iOS’s native call history and contacts apps – provided, of course, that there is a stable internet connection, which in this day and age has long ceased to be a luxury but a necessity.

A call to action for an improved CallKit

With CallKit, business communications are definitely much easier. But at this point in its development, has it solved all possible problems inherent to unified communications? While there still are some challenges with routing calls through enterprise unified communications platforms, CallKit presents a compelling advancement that promises an even greater communications experience.

As more VoIP app developers look for ways to improve their technology, businesses that depend on VoIP-assisted communications can expect more developments, and Apple’s CallKit is one to watch for. Call us today if you want to explore how VoIP solutions can help you.

Published with permission from TechAdvisory.org. Source.

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The pros and cons of Unified Communications

When you run a business, having multiple communications streams and programs can be incredibly challenging and difficult. However, with Unified Communications (UC), there may be a way to combine all those communication streams into one. However, you may wonder about the pros and cons of UC. Before you choose a system, explore some of these benefits and drawbacks by learning more and then contact us with questions or to get information about how to transition to UC.

Understanding UC is important to understanding the pros and cons of this communications platform. Essentially, UC is the use of service, software, and equipment that creates a communications system that is fully integrated and centralized. This allows for phone calls, emails, video conferencing, calendars, and the like to be accessible on one system alone.

Pros of UC

There are numerous benefits of choosing a UC system over a non-integrated, disjointed communications system. One is that all people involved in the business process -- from bosses and employees, to vendors, customers, and other business associates or partners -- can access the same information and quickly and easily communicate with one another one-on-one or in groups.

VoIP UC makes it possible to receive phone calls through a computer, have them pushed to a mobile phone, and even get copies of voicemails and information about callers on the computer. Essentially, everything runs through the internet and wireless communications.

Additionally, mobile technologies can more easily be used to bring work groups together and make employees as productive as possible wherever they are. This means that virtual conference calls and meetings are possible and can be an important tool in the process of doing business. UC also save employees and other business associates a great deal of time and can improve productivity.

And then there is the issue of cost. UC can save businesses money in the short- and long-term by making it possible to telecommute, have meetings over great distances, and make work hours more productive overall.

Cons of UC

Of course, no business change or decision is without potential drawbacks. The initial overall cost of switching to a UC system can be high because of the software, equipment, and training needed. Already accustomed to existing systems, some employees might resist adopting a new technology. And other employees, considering their unique roles in the company, might think the new communications system irrelevant to them and so see little benefit to it.

Better understanding these potential benefits and drawbacks to UC can help you decide what is right for your business. Contact us if you have any questions or if you are ready to begin using VoIP UC processes in your business.

Published with permission from TechAdvisory.org. Source.

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5 of the newest VoIP features for businesses

Do you want to cut long-distance costs and streamline your business? There is a remedy. With Voice over Internet Protocol (VoIP), you can improve your business operations, cut costs and add flexibility to your business telephony. This technology is always evolving, and we think it's time for an update on all the most recent features.

Fax

Modern VoIP does more than just make calls, it also receives faxes. Why would a business be interested in this seemingly outdated service? A significant portion of businesses, government bodies, and medical facilities still use some form of fax service to send and receive physical documents. If a customer or vendor prefers to send you a fax, most VoIP solutions are equipped to receive and convert fax documents into a PDF file.

Interactive Voice Response

The new VoIP feature allows businesses to route their calls to the correct client’s or staff’s number. This feature helps to reduce the use of mass cold calling and unwanted calls, saving the businesses' time and money, and enhances proper service delivery to your clients. VoIP systems promote minimal routing calls, increasing your employees' ability to work well.

Spam Call Filter

It’s election season and that means robo-calls. If you hate them as much as we do, VoIP is one of the best services to eliminate them. Spam filters combine several different pieces of caller data to help you differentiate between potential customers and annoying telemarketers. About as effective as the spam filter protecting your email inbox, this feature is not something we could live without.

Telemarketer Block

Automatic filters are never perfect, and some telemarketers may be able to slip through the fence your filters have erected. Depending on the scope of your VoIP system, you may want to input blocked numbers manually. If you have specific times that your spam filter and blocked call list would become prohibitive, they can be turned off with the flip of a switch.

Network Down Forward

One of the biggest concerns for VoIP solutions is their bandwidth requirements. Users in areas without a robust or reliable internet connection may think they can’t reap the rewards of a internet-based communications service. Modern VoIP systems have a feature called ‘network down forward’ to overcome these hurdles. When turned on, network down forward allows you to send calls to your signal-based mobile devices when your internet is down -- thereby guaranteeing customers can always get a hold of you.

VoIP technology has opened up entirely new avenues of what businesses can achieve with their communication systems. Beyond just making and receiving calls over the internet, users can block unwanted callers, receive faxes, and design pleasant hold menus. For any VoIP inquiries, call us today -- we’re always available.

Published with permission from TechAdvisory.org. Source.

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BCP strategies to keep your business open

Whether your business is hit with a brief power outage or an extreme weather disaster, any kind of interruption to your organization’s productivity can cut into your profits. That’s why it is important to have a business continuity plan and utilize BC tools to ensure your organization can stay in operation at all times. Here are some of the key strategies many companies rely on to keep their doors open.

Backup your data, applications and servers

Today, companies are more dependent than ever on IT and their business data. If these critical components suddenly become inaccessible, can your business stay open? For most business owners, the simple answer is no. This is why backing up these elements is vital to your business’s success. Backing them up ensures they can be restored quickly in the event of a disaster, security breach, or damage to IT equipment.

Obviously, to ensure the accessibility of your IT, you need to backup all your data, applications and servers regularly. The keyword here being “regularly”. While in the past most businesses would do this on-site and with tape backups, today more and more businesses are using the cloud. Some of the prime reasons for backing up to the cloud are as follows:

  • Affordability
  • Backups can be automated, therefore saving you time
  • Cloud providers usually backup your data to multiple locations (so if one of their facilities goes down, your backup is still safe at another site)
  • Backups can be accessed from anywhere, whether it’s at an employee’s home or at an alternate office
  • If you need to use it, backups can be restored quickly

Virtualize servers and desktops

When you virtualize your servers or desktops, they can be used at any location - be it at your workplace, home, or a coffee shop in the Bahamas. In terms of business continuity, this is useful in case your main office suddenly becomes unusable due to a disaster such as a flood, a break-in, or if you’re simply unable to get there because of hostile weather conditions.

Have a backup power supply

Power outages essentially zap all your employees productivity. No electricity means no work. And that means you’re paying them to do nothing. Having a backup power supply like a generator will ensure that when the electricity goes down, your employees can continue working. A good solution is an uninterrupted power supply (UPS). When you have this, a power outage will not affect your employees ability to work. They can work seamlessly through it, as if nothing ever happened. Also, if you have a server room, the UPS will ensure your vital servers stay cool.

Utilize social media

Whether it’s Facebook, Twitter or Google +, most people are on at least one social network these days. And if there is any kind of weather-related disaster, social media is usually one of the first places customers, colleagues, staff and vendors will check to see the status of your business. This is because even if the phone lines or local power goes out, social media is usually accessible. So when it comes to business continuity, have at least one active social media account you use to keep your customers and followers informed.

Implement Unified Communications

Unified Communication (UC) can essentially create a virtualized communication infrastructure. That means instead of your communication tools - like phones, instant messaging, video calls - all being stored locally at your workplace, you can access them anywhere. So for whatever reason if your office is inaccessible, employees can still use your phones and other communication tools from their homes. What’s more, UC tools can route business calls to your employees smartphones. That means they’ll never miss an important call, even if they’re not in the office.

So there you have it, five tools to ensure your business operates continuously no matter what comes your way. If you’d like to implement business continuity technology in your business or develop a continuity plan, we’re happy to help.

Published with permission from TechAdvisory.org. Source.

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