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Find The Right VoIP Provider For You in Three Easy Steps

12 January 2018 at 17:01pm

Choosing a VoIP Provider requires some thought as to the end result you wish to achieve.

Having a clear idea in your mind as to what you actually want from your phone system helps to clarify the choices available from different Providers.

We work with many different companies from different stages of the VoIP-knowledge, from those who are completely new to VoIP, to those who have a history of using VoIP and are analysing prospective replacement services.

 

1) Draw A Map

It's a good idea to start with the basics. Sit down with a piece of paper and draw out your phone system.

Map how you want customer calls to flow - who answers in the first instance? What happens to the call if it isn't answered? Do you want all your staff to have a Direct Dial number, or do you want all calls to route through a central reception?

This will allow you to see your phone call routing at a glance, and should provide a good place to start mapping your ideal solution.

 

2) Start Wishing

Next - think about any additional features you might need or want. If you are signing up to a service with a minimum term contract, then have a think about a Wish List. It will be a better idea to engage with a new system that allows you these capabilities, rather than looking to change again to another Provider. Apart from the time and hassle, you could well lose out due to minimum contract terms or cancellation fees.

If, for instance, you like the idea of being able to Conference Call with customers, then it is better to have a service which gives this option. It will be much easier to request a feature be enabled, than switching Providers to one which can offer it.

If you have a clear idea of your requirements, then congratulations! After mapping out your call flow, and creating your Wish List, you should have a clearer idea of your wants and needs. If this is simple, or unlikely to change, then your search will be narrowed. You can restrict your list of possible Providers, and speed up the change process.

If you only have a rough idea of your requirements, then it may be an idea to factor in your Wish List. This way you will be covered if you decide to include any additional factors, or if you have to include anything in the future due to business requirements.

Preparation will allow you to smooth your transition from one Provider to another. If you are completely new to VoIP, then it is even more essential to do the thinking first.

 

3) Start Phoning

If a VoIP service will be completely new to your company, then phone round prospective Providers to open a dialogue with them.

A bit of research on the web will allow you to narrow down your list of prospects, bearing in mind your current and potential future requirements. Working with your list of Providers, you can cross-check with your Wish List and current requirements, and dismiss those you know aren't suitable.

From there, you should call the list of Providers you have left. Open a discussion with them. Feel free to ask questions, and request their input. After all, they are the specialists. Any Provider worth the money should be able to not only answer questions but also provide input and insight you may not have considered.

Be wary of any Provider you can't enter into discussions with. Any telecoms company who won't actually use the phone when dealing with customers and potential customers should (quite rightly) crossed off.

 

Thinking Long Term

One possible solution is to select a Provider who supplies a modular solution. This allows users to purchase add on features as and when required. However, bear in mind the possible costs, particularly for any add on features. It is quite common for Providers to charge higher than expected costs for additional features. They know you are committed with your company phone system. They also know that you have to take their solution - you have no choice.

Another possible solution is to sign with a Provider who provides a comprehensive feature set. If the Provider in question has a full, feature-rich business-grade service, then you will be covered both for your needs and your future wants. Your basic requirements will be covered, as will your Wish List. The standard cost may be higher, after all businesses have to make money. However, you know that this price won't increase, even if you request every single feature on offer.

The best way to determine your phone system requirements is to run with it for a while. Improvements can be incremental. Listen to customers and staff, and see where improvements can be made.

Just be sure you have the option to switch on features if you need them, and you have factored the price of these into your initial analysis. Also reassure yourself that the Provider in question is easy to contact, and knows their subject. If they were unhelpful, vague, or unwilling to listen to your specific situation, question using them. If they wouldn't discuss your situation thoroughly, didn't listen, or kept steering towards a solution you felt wasn't right for you, cross them off your list.

If they wouldn't even discuss things with you in a conversation, they shouldn't have been on your list to begin with.

 

Contact us to discuss your situation with us in a proper, old fashioned phone call

 

If you are currently weighing up VoIP Providers, we have a useful Whitepaper that can help. It gives handy insider tips from our Technical Team. It gives background on the technology, some points to note, and a comparison table at the back for you to fill in with your potential supplier details.

Get in touch and we'll be happy to send this to you.

 

 

 

 

 

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24/7 emergency customer support and Christmas holidays 2017

12 December 2017 at 15:12pm

The SureVoIP office will be closed for normal business on:

  • Monday 25th December
  • Tuesday 26th December
  • Monday 1st January
  • Tuesday 2nd January

There will be limited email only support on:

  • Wednesday 27th December
  • Thursday 28th December
  • Friday 29th December

We will re-open on Wednesday 3rd January 2018.

If you have an emergency support requirement you can use our 24/7 emergency customer support telephone number 01224 245012. SureVoIP partners can call the on call support engineers directly.

Please note: this is for extreme emergencies regarding loss of service, not sales. When you call this number you will be asked for your SureVoIP telephone number and/or account number by a helpdesk agent.

Process: The helpdesk will call our internal test number to check all inbound and outbound systems. If there are no problems detected you will be advised to restart your equipment and verify your internet connection. If you are still experiencing a problem and require immediate assistance which can not wait until normal business hours, a call will be placed to our on call support engineers. We will already be alerted of any serious problems on our core systems due to our automated 24/7 monitoring and will post information about the problem on our Service Status page and SureVoIP Twitter Service Status feed, so please check these first. Thanks and enjoy the holidays!

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How To Avoid Downtime When Changing Providers

08 December 2017 at 17:12pm

The prospect of changing VoIP Providers holds a deep fear for many users. It is a legitimate fear, not an irrational phobia or fit of hysterical anxiety. We could call this fear 'Number Phobia'.

 

Anyone who has considered a change of VoIP Provider can suffer from it. Bouts can come on suddenly, and disappear, or some may suffer from recurring episodes for many years.

 

'Number Phobia' is characterised by one single, overwhelming fear - the fear that your phone number might suddenly stop working. The number advertised for years, the one known by all your customers, might, one day, just stop working.

 

This phobia can be brought on by switching VoIP Providers. Some say it can even be brought on by considering switching VoIP Providers.

 

Horror stories abound of unwitting companies finding themselves missing important calls, orders being unfulfilled and clients being lost. Just by considering switching from one Provider to another.

 

There is a cure for 'Number Phobia' however. It is called 'Number Porting'.

 

Number Porting allows you to transfer your number between Providers. No Provider can prevent you from moving your phone number from one Provider to another as you wish.

 

No-one can take your number from you. No-one can stop your number working, or use it as a bargaining tool to prevent you moving to another Provider.

 

Number Porting, in simple terms, means that all Providers agree to accept phone numbers from other providers if customers wish to move to them. Providers also agree to release numbers if they have a customer who wishes to move away.

 

It means customers who need no longer fear losing an existing phone number. Number Porting means an end to Number Phobia for ever!

 

If you are currently thinking of moving VoIP Providers, we have a handy Whitepaper which walks you through the process of evaluating potential VoIP Providers. Just ask and we'll be happy to send this out.

To discuss Number Porting with us just get in touch.

 

 

 

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Sound Amazing!

17 November 2017 at 16:11pm

There are a number of ways in which companies try to impress customers.

A gaudy, illuminated sign over a shop window, for instance, lets everyone in the street know where they are.

Or an expensive reception desk, in a polished wood carved from the heart of an endangered tree somewhere.

But there is an option a lot of companies miss. It is simple, and probably applies to more companies than an expensive sign or over-priced teak desk. Certainly to more office-based companies, without much footfall from the public, which is far more likely to interact with customers on the phone, rather than those who walk in. This option is within your phone system itself. Or should be.

 

First ImpressionsVoIP, Hosted VoIP, Memorable Numbers, IVR menu, Local numbers

The question is - how to impress your customers when they phone your company?

To answer this, let's take a step back for a moment. Think about two different scenarios.

In the first, you have called a major national chain. You phone a nice, easy to remember number. Your call goes through, and you first hear some music. This is followed by a nice message telling you of all the services they provide, and any awards they have won. An educated voice tells you nice things about the company in calm, reassuring tones. You then go through to the company's IVR menu, asking which department you wish to speak to and giving the appropriate button to push on your keypad. You push button one for sales, or two for accounts, and your call is directed to the appropriate person.

Now let's look at the second scenario. In this one, you have called a local tradesman. You dial on the only number you can find for him, which is his mobile. You either get through, in which case he will answer in his standard phone answering voice (bearing in mind he won't know who is calling, and he could be expecting a call from his Mum). If he doesn't answer, you hear a standard voicemail message provided by his mobile phone Provider.

 

From a Customer Point of View

Placing yourself in the shoes of a customer in these two scenarios, it is immediately obvious that one creates a significantly better impression than the other. One sounds professional, well produced and reassuring. You have the image of a large company in mind, one which can help, which is well organised. A company which is established and trustworthy.

The other scenario doesn't give quite the same impression. You called a generic mobile number, which could belong to anyone. The number wasn't a local or national code, and wasn't memorable. Some guy answered with 'Hello', but could equally have said 'Hi Mum' if he had been expecting her to call. Or if he didn't answer, then you heard a generic voicemail message that you've probably heard a hundred times before. It certainly didn't encourage you to leave a message or talk to the company in question.

It doesn't matter if you wish to discuss an invoice, place an order or discuss Christmas presents (if you actually are his Mum).

 

Using First Impressions to Your Advantage

Now we get to the surprising bit. With a VoIP service, you can place your customer calls in the 'Scenario One' bracket. Even if you are a local tradesman with no departments (sales, accounts or otherwise). You might not have any other staff, but you can at least have a nice, memorable number, with an area code local to your customers. You can have a professionally recorded message, read by a voice artist, giving interesting and relevant facts about your company. You can emphasise what makes you special, and highlight any achievements or awards. Or you can include a relevant message based on season, or holidays, or national events.

Even if you have no staff, the customer doesn't necessarily need to know. They don't need to know that all the button pushes go to one person working from home. As far as their first impression is concerned, they have heard your company message, a nice voice giving some interesting messages, and have now selected the appropriate department to talk to.

 

So which do you think makes the better impression?

 

Contact us to find out how we can help you sound amazing.

 

 

 

 

 

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The Top Three Concerns People Have Over Moving to VoIP

10 November 2017 at 16:11pm

Many people are considering the move to VoIP, but as with any unknown there can be some concerns.

As a VoIP Provider dealing with the business end of the market, we recognise that not all our customers or potential customers will have the same level of knowledge or passion for the subject as ourselves.

After dealing with many customers wishing to move, but holding back due to a perceived doubt or concern, we decided to compile a list of those which have been most frequently raised.

 

Concern #1: Inability To Retain Existing Numbers

The most raised concern we hear relates to retaining existing phone numbers. People are often concerned that they will lose phone numbers which they have had for years.

Solution

Number Porting. The process termed 'Porting' allows numbers to be moved from any Provider to any other Provider. The process is regulated at a national level by the industry overseeing body (Ofcom).

This alleviates any concerns regarding retaining a number. The Porting process ensures that existing customer-facing numbers, or in fact any numbers the customer wishes to retain, can be moved with the minimum of effort.

The overseeing body also offers the re-assurance of having recourse should anything untoward happen.

If, for instance, the customers existing Provider should decide to cancel numbers when the contract is ceased, then the customer has the overseer on-hand to fight their corner.

 

Concern #2: Service Quality

The second most raised concern relates to service quality. To a surprisingly large number of people, VoIP relates only to a well-known proprietary system. Said system is not renowned for its quality, and this perception has overflowed (perhaps stained would be a better word) the VoIP industry in general.

Solution

Not all VoIP Providers focus on the consumer end of the market. A reputable business-grade Provider, with appropriate infrastructure and investment, can give a communications service with call quality far superior to any available previously.

 

Concern #3: 999 Emergency Access

A lot of people are worried about 999 Emergency Access. Many people are under the impression that, because VoIP means phone calls from the internet, there is no way to connect a caller or phone to a physical location.

Solution

Again, this is another concern we can easily alleviate. By choosing a reputable Provider 999 Emergency Access can be easily provided, in exactly the same way as a traditional landline. We recommend that all potential customers looking for a VoIP service ALWAYS check that this feature is available before signing up.

 

We have a handy Whitepaper which walks you through the process of evaluating potential VoIP Providers. Just ask and we'll be happy to send this out.

To discuss any concerns you may have, just get in touch.

To see the infrastructure behind the scenes that powers SureVoIP see here.

 

 

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Staying In Touch Via Text

20 October 2017 at 16:10pm

There are now officially a multitude of ways in which companies can stay in touch with their customers.

Email, of course, is great. Widely used, reliable, and easy to use. Phones - another good one. Make contact with the individual in person, and add in the human touch of tone of voice. Then there are the bulk communications - marketing emails with special offers or regular updates.

Websites work hard to communicate for companies. Acting as a news source, product list and price guide, no company can exist without a decent website.

Social Media has to be listed here as well. Company profiles are updated, news is released, and articles shared.

There is one other method of communication with your customers which may have slipped under your radar - text.

We often see this as a more personal way of keeping in touch, and associate it with quick messages to friends about where to meet or when.

But it can prove an invaluable tool to update customers and add to your customer experience.

You can send a notification regarding a delivery, or inform as to a quote or invoice being sent. In fact, you can send just about any message you like. Straight to your customer's mobile.

Any communication with your customers can be a negative or a positive, depending on how it is handled.

With a simple text giving an update or notification, you can keep customers in the loop, and keep them informed.

To see how you can send your customers a simple, 160 character text message, contact us and ask for a trial. You will receive access to our Customer Portal, which has an in-built text messaging feature. Then you can sit and dream up all the ways you can use it to enrich your own customer communications.

 

Contact us to find out more or to arrange a trial, or to discuss our new Customer Portal.

 

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The Benefits Of Speaking To Each Other

04 October 2017 at 16:10pm

At SureVoIP we are really looking forward to the forthcoming Granite City Expo. The chance to meet those we know. The chance to get to know people new to us.

One of the major advantages of actually talking to people is you get a far better feel for them. How they use language. Their tone of voice and the terms they use. We always take the time to have a conversation with current and prospective customers, and it always proves worthwhile.

Thinking about this got us thinking about communications in a wider context.

No-one can doubt the positive impact electronic communications have had. Most of us now hear or read about the day's news stories almost as they happen, sent straight to the smartphone in our pocket. The ability to send instant chat messages to friends and colleagues allows a quick and convenient method of passing on brief messages, files and weblinks. Email is now intrinsic to our business processes, and is embedded in how most of us work.  Most official communication is now done via email, and for understandable reasons. It is quick, relatively secure, and allows for interchanges to be recorded and re-read for clarity.

Just as we have gained, have we also lost?

Are we now too reliant on electronic devices and communications? Do we miss something when we just hit 'reply', rather than picking up the phone?

Thinking about the things we gain from our own conversations, we have to say 'Yes'.

We DO lose something by over-reliance on email. We DO lose something by missing the opportunity for a personal discussion.

Just picking up the phone is a fantastic way of improving your customer knowledge. So many things can come up in a phone call. From your customer's likes and interests, to a need for a service or product you didn't know about. The problem with email is that it is very regimented, with a list of tasks or requirements which we must give answers to. All questions answered, job done. But it doesn't leave any room for actual communication.

Don't just talk on the phone. Listen.

The beauty of talking to someone is that you also get the chance to listen to them. And SO many things come to light when you listen to customers.

For a start, there is the tone and implied emotional content of the message.

Consider the phrase: "I would like this to be done by Friday."

Imagine you have received an email from a customer and it includes this line. It gives a deadline, but it is given in quite an informal way. So, what is the deadline? Is it set in stone and has to be Friday? Or is Friday just a suggestion? Does the task need to be completed by Friday, or is completion by Friday a 'nice to have' movable deadline?

A conversation, either by phone call or face-to-face, gives so much more to go on. You can hear the person's tone of voice, and gauge much more accurately their mood and attitude.

"I would like this to be done by Friday", said in clipped, cold tones, gives no ambiguity as to the person's desire. It isn't a request, their expectation is that it will be done on or before Friday.

"I would like this to be done by Friday", said in a warmer, friendlier tone, suggests a more movable deadline. There is room for movement and you can negotiate. If the person emphasises the word 'like' then they are telling you that this isn't a deadline at all, just their personal preference.

As you can see by analysing one simple interaction, differing emphasis on words, tone of voice, attitude and cadence all guide us automatically when communicating.

Relying too heavily on electronic text communications means we miss a whole library of information.

Speech is encoded in our DNA.

After all, humans have been communicating via speech since we were painting on cave walls and chipping cutting tools out of bits of flint.

Our new forms of electronic communications haven't been around so long. It's no surprise that we are instinctively better at one then the other.

We've had much more practise!

So the next time you need to clarify a point in an email, make a suggestion to a customer or find out some background for a quote or tender, think about whether you want to send an email or pick up the phone.

Start a conversation - you never know what you will gain.

 

 

More on our Hosted VoIP Phone services
Or - if you wish to pick up the phone and talk to us, call 01224 900123.
Find our other contact methods here

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Three Signs It Is Time You Considered A Leased Line

14 September 2017 at 15:09pm

Connectivity is an essential for most modern businesses. It is very rare that a company could survive without a good, stable internet connection. Those that could survive would find growth very difficult without this major resource being available.

For most people, internet means 'Broadband'. This is the standard connection, and is the lowest rung of the connectivity ladder. It suffers contention (more on this topic later), with a high possibility of faults or errors in operation, and suffers poor issue fix times.

After this, there are the 'Fibre' variants. FTTC, and more recently FTTP, are both ways of increasing your upload and download speeds, and both may work well for you.

 

1st Sign - You Require Guaranteed Upload And Download Speeds

Fibre and ADSL both suffer from unpredictable Upload and Download speeds. As your business grows and your usage grows correspondingly then the requirements you have from your connection will outreach what ADSL can supply. Fibre offers some improvement, but isn't the guaranteed solution some think.

The problem with 'Fibre' (and note that 'Fibre' is in inverted commas here) is that it isn't actually Fibre. Or, more accurately, it isn't an end to end Fibre connection.

The connection from you to your local street cabinet is still copper wire, and it is at this point that your connection will be throttled back. A good analogy might be a caravaning holiday (bear with me on this). Your car might be perfectly capable of travelling at 100 mph, but it isn't going to do that speed while towing a caravan. The caravan is limiting how fast your car can ultimately go. In the case of FTTC, your copper wire is the limiting factor. It doesn't actually matter how fast the 'Fibre' part of your connection is. Your speeds will still be limited by your 'caravan', the copper wire connecting your house or business to the BT cabinet.

ADSL suffers from the slowest speeds of all Connectivity options. As a consumer-grade option, it does not come with guaranteed issue-fix times, and is not suitable for supporting multiple users uploading and downloading data files. This problem will be compounded if you use a VoIP service for your telecoms.

 

2nd Sign - You Require A Service With Long-term Stability

Both ADSL and Fibre products also suffer from a problem termed 'Contention'. This means that, in essence, the more people around you, the lower your connection speeds will be.

The problem occurs due to the afore-mentioned BT cabinets. These little green boxes dot around our towns and cities, and make sure we all connect and remain connected to the public telephone network. It is this network that delivers internet connectivity - for most of us at least.

As more and more connections are needed, while neighbourhoods expand and houses are built, so this resource is shared between more and more users. As each new house is built, and new connection is requested and set up, so the original cabinet speed is 'shared' between additional users.

 

3rd Sign - Your Business Relies On Your Connection To Function And You Wish To Protect Against Possible Loss

This is the time when we 'get legal'. Neither ADSL or Fibre Connections provide a guarantee. If you look closely at an advert for ADSL or FTTC you will spot a small asterisk next to the speeds claimed. This asterisk relates to two very important words. The two words are "Up To".

"Up To" covers the Provider in question, and means that the advertised speed is not necessarily the speed you will receive. The "Up To" speed given is just what it says - your speed will be anywhere up to the speed quoted. So if you have signed up for an "Up To" 50Mbps service, your Provider can provide a service anywhere between 0 and 50Mbps. This is one of the main disadvantages of using an ADSL connection for business - it is inherently unpredictable and unreliable.

FTTC is a more reliable service than ADSL, and is more suitable for business use, but still lacks an actual, legally binding guarantee that your service will not fall below a certain level. Providers are not required to deliver estimated speed predictions, and there are no legally binding penalties in place should the service fail to deliver what was promised.

 

The Solution - A Leased Line

So, bearing in mind the pitfalls of taking 'off the peg' solutions, there is another way - a Leased Line.

A Leased Line is a dedicated, end-to-end connection between your business and the national internet network.

It gives guaranteed Upload and Download speeds, and these are symmetrical, so you don't suffer from slower upload speeds than download speeds.

It also comes without the risk of Contention.
It also gives you legal redress should the service fall below the agreed speeds.

A Leased Line also comes with SLAs (Service Level Agreements), which gives financial compensation in the event of service disruption, and therefore some reassurance regarding your service level. If your connection falls below a certain speed for a set time duration, then you are entitled to some form of recompense. This functions as compensation for your loss of service, and also as a motivating factor for the Provider to ensure you receive what was advertised and signed up for.

If a customer requires a stable, high quality internet connection then we always recommend a Leased Line.

It gives the reassurance of a dedicated connection built solely for the customer, with specified service speeds.

It won't suffer contention, even if a new housing estate is built in between the customer and their exchange.

And it offers an SLA covering the customer should there be any issues.

 

Contact us if you wish to know more about a Leased Line for your business.

If you are considering internet connectivity, but are not ready for a Leased Line just yet, see our other connectivity products here.

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Smartphones Versus Landlines - Who's Winning, Why And How You Can Benefit

24 August 2017 at 15:08pm

The traditional phone landline is engaged in a battle with the smartphone, and the landline seems to be losing.

The vast majority of people these days have a smartphone. It's not that uncommon these for someone not have a landline at all. The smartphone provides them with all the telecoms they need, whether at home or elsewhere.

The smartphone is ubiquitous, handy, and essential for a lot of people. In fact, it has gone beyond essential for a lot of people. The phenomenon of smartphone addiction is actually becoming recognised by some medical professionals.

So - the situation we have is the smartphone in a seemingly unstoppable march, stealthily taking over global telecoms supply, while the landline apparently slinks into retreat.

There is a way to make this global trend work to your advantage.

With VoIP, you can use your smartphone is more ways than ever before. Softphone apps are now available to download and use, and this changes how your smartphone can function. It is no longer just a mobile phone, it has been transformed into a VoIP-enabled mobile office!

The app for the smartphone (also called a 'softphone') is software, downloaded onto your smartphone. It works in tandem with a VoIP service, allowing you to carry all the extra features and functions in your pocket.

Once downloaded, it allows you to make and receive calls, transfer calls, and serves as your office phone system.

You can call customers showing your advertised company number, you will be included in any ring groups that have been set up, and you can even have music for callers to listen to if they are on hold!*

In short, all the features you have on your office VoIP service will transfer into the smartphone in your pocket.

Because a VoIP system is not tied to any particular location, you can transfer it to anywhere you have a stable internet connection. While using a smartphone, it is using 3G or 4G to connect to the internet.

Working from home becomes as easy as plugging your deskphone into a different internet connection. Just unplug it from the office connection, take the phone home, and plug in to your home connection. As long as the phone is connected to the internet it will work.

Not only will your phone work, the whole of your office phone set up will work. You can transfer calls to a colleague, or pick up a colleague's phone if they don't answer.

You can call out displaying your advertised company number, rather than your personal mobile.

You can give your company's virtual receptionist or a pre-recorded greeting message.

The range of features available is limited only by the features you have on your business VoIP service.

So in the battle between landlines and smartphones, the smartphones have scored another win. The landline loses on the grounds of flexibility and available feature-set. The smartphone now adds the softphone app to its arsenal, and takes the fight directly into the business arena.

See more about the Bria softphone app
See more on our Hosted VoIP services
See more details on our Fully Managed Hosted VoIP

*The features available on your softphone app will be dependent on the VoIP system serving your main phone system

 

 

 

 

 

 

 

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How To Connect Remote Workers In Different Locations

17 August 2017 at 17:08pm

As Providers of VoIP, we manage communications for many different styles of office set-up.


One of the most challenging set-ups to tackle and manage, is one for a larger company operating from many disparate locations.


There are a few challenges with such a set-up, including keeping everyone in the team connected, and ensuring calls coming in are handled correctly.


If we look at the situation without using a VoIP system, then we have a bunch of remote workers, working in different offices, answering their own phones. they will need to use their own home phone, or their own mobile. They will be displaying these numbers when calling customers. Customers will be calling them on their own numbers. And remember, all this is happening whilst these workers represent your company.


Now let's look at the situation with a VoIP system.


In this scenario, we have an over-arching phone system, serving the needs of all the remote workers. Workers will receive calls to your official company number, and can call out displaying the same.


Workers can transfer calls between themselves and call each other internally. They can also see if colleagues are on a call or are currently available*.


Using a SureVoIP® Hosted VoIP service, a company can set up a phone service where their advertised numbers rings to any or all employees specified, no matter where they are working. Sally could be working from a satelite office in another city. Allan could be based on a remote island off the coast of Scotland, and Jim could be travelling to meet an important client, only able to use his smart phone to communicate. They will all be included in the company phone set up. They will all receive calls to the company number, and they can all transfer calls from one to the other. They can also call each other as an internal call, which provides another benefit - all calls between SureVoIP® users are free, so employees will save on their bills!


Employees can also call out and display the official company number, giving a far better impression than calling customers with their own mobile or home phone number showing. This presents a far better image, giving the customer a sense of dealing with a more cohesive organisation. It also acts as an aid to employee security (as it removes the possibility of revealing personal info to customers).


An additional advantage is how the incoming calls are handled. You can have all employee phones ring, or have them ring in sequence if some workers are prioritised. With our Fully Managed service, you can even have a virtual receptionist. Using this, you can then have calls routed to the most appropriate person. For instance, a customer calls in, and wishes to talk about a recent invoice. Your virtual receptionist (or IVR menu Auto-attendant, to give it its proper title) listed the option 'Press 2 for invoicing queries'. When they press 2, the customer will be directed to Allan (the invoicing person), who is on his island off the Scottish coast.


Not only that, but if the customer wants to discuss a quote with Sally, the sales executive, then Allan simply transfers them through.


And if the customer wants to talk to Jim, then Sally just transfers him on. Not only does the call transfer seamlessly, but it will also reach Jim anywhere he has a 3 or 4G connection. A Soft phone app joined with a Hosted VoIP service means your office is in your pocket.


So, as you can see, an office of three people has been transferring, collaborating and taking part in the customer journey. And one was in a different office, in a different city. One was miles away on an island. And one person was using an app whilst travelling.


The list of available functions and features doesn't end there. Our Fully Managed Hosted service gives conferencing, so you can set up calls with multiple people. It gives Time of day Routung, so you can divert all your calls at certain times to a specific destination (for instance an on-call engineer). It also gives call recording, so you can rest easy that you have the facts at hand should there ever be a dispute with a customer.


So not only a telecoms solution like a traditional office, but a lot more besides!


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* Requires BLF function on hardware


 

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