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VoIP

Working Safely In The Big Freeze

02 March 2018 at 16:03pm

We are all seeing the stories of snow covered roads, stranded motorists and people braving snow storms to get to the office.

These are all ordinary risks associated with living in the UK, where we get bad weather, freezing winds from the Arctic, and icy cold fronts blowing over from Siberia.

Or are they? Is it possible to run your business without taking these risks?

What would the knock-on effects be if you could guarantee your employee safety, make sure no-one is late to their desk, and that people don't have to be sent home early due to blizzards?

If this sounds like an ideal solution, then you should consider a Hosted VoIP solution.

Due to the technical abilities of such a system, workers can be geographically located anywhere, and still work as if they were at their desk. As long as the employee in question has a good, stable internet connection, they can work for you from literally anywhere.

At times like this, many workers repeat the golden phrase - 'working from home'. If you don't have a VoIP system, then this is just a warming daydream, taunting you as you trudge through slush with shoes filling with ice water.

But if you do have a VoIP system, then suddenly other possibilities open up for you.

Not only do you have the ability to allow your workforce to work from anywhere, but you can allow this to become policy. You can hire remote workers, avoiding the need to supply desk, chair, utilities, security etc. Indeed, some companies now work entirely from disparate locations, without a physical office housing them all.

They transfer calls just as if they were in the office, phone out using the company number, and have the same company Music on Hold and auto-attendant menu for callers as the standard phone system.

Another factor to bear in mind is the company's Duty of Care. No-one wants a staff member injured due to travelling to work, or travelling home at the end of the day. Allowing working from home removes that risk.

Working from home can increase productivity in general, increase your company's growth potential, and increase staff safety.

It can also give you the edge over the competition. Remember, if a VoIP system puts you ahead of the curve, so you are also ahead of all your competitors. As they struggle with staff not attending, or taking time off to look after kids on snow days, or staff slipping on the ice and heading to hospital, so you are up and fully functional, answering customer phone calls without a 'slip up'.

Contact us to put a VoIP service in place, for a competitive advantage and to increase staff safety.

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How To Be in Two Places At The Same Time

10 August 2017 at 14:08pm

Most people in a work environment know the feeling of wishing to be in two places at once.

 

It's a busy day, the phone is going constantly and you haven't even touched your emails.

 

Unfortunately, try as we might, we can't quite help you with your work load. However, we can help you to be in two places at once!

 

If you work with a customer base abroad, then we can help you to 'be' in the country with your customers, as well as being in the UK.

 

Using one of our international numbers, your customers can call a local number which they recognise, and reach your phone system in the UK.

Having a local number, recognised by your customer base, lends reassurance, and a feeling of closeness, to your interactions.

 

If we reverse the situation for a second, how would you feel if you were evaluating suppliers, and one had a number in your local area, and the other had a number in a different country?

 

I think most of us would be happier with the supplier with the local number.

 

There are three main reasons why this works:

 

1) We are all happier inside our comfort zone, rather than outside it. Anything we have previous experience with gives a reassurance factor. in this case, the customer is experiencing a phone number area code which they have seen or used before. This increases the chances of them phoning you whilst they know or can see the number. Psychologists term this 'Familiarity'.

 

2) The number will be easier to remember. As we have moved the number forward into the person's consciousness, their mind starts the process of finding where the number is familiar from. This means the customer is more likely to be able to remember your number unaided. Psychologists term this part of the memory process 'Recollection'.

 

3) The appearance of locality. A local supplier will be easier to contact, more responsive, and more likely to understand your wants and needs. From a simple, common sense viewpoint, it makes sense to choose the local guy. Placing yourself amongst the local competition gives you this advantage too.

 

So, as you can see, not only is it possible to appear somewhere and actually be somewhere else, from a customer communication point of view, it can be very beneficial to do so.

 

Make sure you are maximising your impact in your foreign markets.

 

We can supply a variety of international numbers, and we can often give you the city or area code of your choice.

 

If you operate abroad, get in touch to see how we can help.

 

 

 

 

 

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Screaming Customers, Disputes and Confused Staff - How Call Recording Can Benefit You

03 August 2017 at 16:08pm

VoIP opens more possibilities than using a 'traditional' phone system. One of these possibilities is the ability to record your calls with out the need for any special equipment or phone lines.

All users on our Fully Managed service, for instance, can have all calls recorded automatically by our system.

 

No hardware or specialist devices are required on site, no training or specialist staff will be required, and no specialist phone will need to be bought.

 

Our Fully Managed VoIP service can be set to record all your calls, both in and out, and all it takes is an email to our Technical Support team. That's it!

 

No rushing to a hardware store, credit card in hand. No phoning round various suppliers to compare prices. No reading manuals, leaflets or instructions. And no visits to the local college or polytechnic to get yourself trained in IT hardware installation and maintenance.

 

Just a quick email, webchat or phone call.

 

If you request it at the start we will enable it from the day and time your service goes live. Every call, both in and out, recorded and saved in case you need it.*

 

Recording is useful for all customers who wish to reassure themselves against future disputes. In the unfortunate event that a dispute does arise with a customer, and the customer is claiming something has been promised but not been delivered, then the recording of the call can easily be sourced and listened to by management or senior staff. The issues moves from personal opinion into simple fact. The recording will not lie, and will give all involved a reliable reference point.

 

Equally, the recording will not get confused, misunderstand or jumble the facts as time goes on. It is an unfortunate fact that, in times of stress, people often become confused. If the person is a disappointed customer, they are likely to have twisted facts round in their head, and this is completely unintentional. It is simply human nature, we all find it hard to believe we have made a mistake, and when engaging in a dispute with a supplier it can be difficult to back down. So your irate customer can be difficult to calm down, and they may not wish to listen to your side of the story.

 

With a recording of the call, you are armed to give him the simple facts of the matter. It is no longer in doubt who said what, to whom, or why. Everything said can be listed to and reviewed. Your company may be right, or the customer may be right, but you will know the facts of the case.

 

Recordings can also be very useful when it comes to staff training. It can be difficult to take in advice, keep products and services in mind, and chat to a customer when you are a new start and everything is unfamiliar. Listening in on live calls can make people feel uncomfortable, and may make the new start nervous. But reviewing calls, when everyone is calmer and the employee can think more clearly, can prove far more advantageous. Remove the stress from the situation, and pass on clearly your expectations during a review session. Clearly explaining what you want them to do and say will be far more difficult when a live call is actually taking place. It will be easier, and prove more effective, when they are calmer and can think about what is being said, and react to advice being given.

 

Call recording is especially useful for those who work in the Legal or Finance sectors. These industries are very open to accusations of misleading advice, mis-selling or other unscrupulous practices.

 

It also means that Regulating Bodies can review what is being said by those in the industry to their customers. Whenever a complaint is raised by a member of the public regarding a company supplying financial advice, products or services, the Regulatory Body will ask to review all the calls which are relevant. In which case, they put themselves in the driver's seat regarding assessing the situation. They no longer have to listen to two sides arguing about who said what and to whom. They can listen to the whole dialogue, and decide on the facts of the matter.

 

If you are a company operating in the Financial sector, then you are actually legally bound to use Call Recording. New legislation currently planned to come into force means these recordings must be kept for at least five years, and possibly seven.

 

If you are a Financial Services company, and wish to discuss our Additional Call Recording product, get in touch and we'll be happy to help.

 

If you a company of any sort which wishes to use Call Recording to provide assurance in the event of possible customer dispute, start a conversation with us and we can discuss the many advantages we can offer, including the standard Call Recording our Fully Managed service offers.

 

 

*Our standard Call Recording gives three months, or 5 Gb of recordings, whichever occurs sooner.

 

 

 

 

 

 

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Never Miss A Message

28 July 2017 at 16:07pm

Traditionally, a person who tried to call you when you were busy left a message on the device they phoned you on. This is the way things have worked up to now, and the way most of us have become used to working.

 

But - is there a better way?

 

Using a VoIP service, there is.

 

Our two tiers of Hosted VoIP (both Basic and Fully Managed), and our Single User services include a better solution. We call it Voicemail to Email, and is an extremely handy feature included as standard with our business-grade VoIP services.

 

It allows callers to get their message to you in a more efficient way than the traditional message left on a device. As the message is left, the system automatically emails you to tell you a message has been left.

 

Not only that, but the email will also include an audio file which contains the message. No need to keep checking your various phones and devices, your notification will be automatic.

 

This is especially handy as some recent studies suggest most of us check our work emails on an almost continual basis. One US study cites the incredible figure of 4 hours per day spent checking emails! If you are anything like me, you will check every 10 minutes or so, just to keep up to date with ongoing issues and catch correspondence.

 

So, assuming I am roughly average (which may or may not be the case) then email is one of the best ways of getting a message to you.

 

The frequency at which we check for new messages, and the importance of email as a tool for business communications, means we perhaps prioritise this media above others.

 

Having messages sent to your email account also means you have them stored. You can easily create a folder for messages, and keep them as long as you wish.

 

Alternatively, you can create a folder on your PC, tablet, or smartphone, and store the records there. Find all your messages quickly and easily. Refer back if there is ever an issue or dispute, and find out exactly what was said.

 

An additional advantage of having messages sent to you is an improved reply time. As you are more aware of your messages, and they are sent to you in a more convenient way, your ability to respond is naturally improved. Take less time to respond, and have fewer people waiting for you to get back to them.

 

As your messages are stored away from the device, it means you can access these messages wherever you are. A bonus for those who work from home.

 

See more on our Hosted solutions. Contact us to discuss VoIP in depth.

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Redundancy, Back ups, VoIP and the Internet

08 June 2017 at 16:06pm

Redundancy, Back ups, VoIP and the Internet

Or

How To Stop Internet Failure From Ruining Your Day

 

If you are reading this article on our website then it's safe to say you have probably heard of VoIP.

The technology to use internet to deliver phone calls has been around for a while now, and is becoming increasingly accepted as standard practise amongst the business community.

The additional features and functions it offers over the 'traditional' phone model makes it very desirable for business use.


The one downside is the requirement for an internet connection. If your internet fails, then your calls will fail too.

Many see this as a deterrent to using a VoIP service. However, there are a few methods available which limit this risk.


The first, most obvious and easiest to set up method we recommend is via using Call Forwarding to an independent number. If you can set up a landline or mobile phone number as a fail-over, then any calls which miss your VoIP system will still find you using the fail-over number.


The second method we recommend is to use a good ISP. A reputable, business-grade ISP will employ back up systems, so if they do ever experience any issues it won't affect your service. This is done by setting up a fully redundant, business-grade infrastructure. For example, SureVoIP® internet connectivity is delivered over a network which employs a fully redundancy back-up system (if any part of our network should suffer a failure, then your traffic would find its way to the internet via another, completely independent set of connections).


The third method we suggest you consider is using two (or more) independent internet connections. In the event of your main ISP suffering a failure, then your calls and data traffic switch to the alternate provider. This is a good way of ensuring continuity of your service, and should be considered if you handle a good deal of VoIP calls, and these calls are critical to how your business operates.


Not many companies can do without phone and internet services these days. In fact, it is doubtful if there are any. These services are critical to general operations. Banking and invoicing systems, CRM systems, work-flow management systems all rely on connecting to cloud platforms. Not being able to connect with these will mean many staff spending a lot of time with nothing to do! Worse than this, they won't be able to pass the time on Facebook or reading the news!


When your phone calls are being delivered over the internet, then the problem would be even worse. Not only can you not connect to vital internal systems, but you are also missing customer calls.


Bearing the risks in mind, most business users of VoIP who see phone communication as critical would be well advised to consider the impact of an internet outage, and to have in place a recovery plan.


Using one, two, or even all three of the options listed in this article will certainly help.


Using the first option will at least give you the reassurance of knowing you are receiving customer calls. We recommend this as a standard 'fail-over' option to many of our customers. It is easy to set up, and reliable. As calls are reaching you in a completely independent way to the internet, then you still remain able to communicate in the event of internet or ISP issues.

 

The second option listed will give you the reassurance of always using built in redundancy. As your thoughtful ISP has already factored in fail-over options, then you can relax a little bit. This method gives the reassurance of a back up, without the necessity of having more than one connectivity supplier. This will require you to do a little bit of research regarding any potential ISP's network infrastructure. Check their network, their technical specifications, and any other information you can get your hands on regarding how they have built their network. If you can't see any of this, then be prepared to keep looking. The chances are, if they have gone to the trouble of developing a system such as this, they will be shouting it from their website! If no information is there, wonder why.


The third option we explored is probably the most expensive, but is a good idea for larger companies. If your customer communications are critical, and your business relies on internet, cloud-based platforms or emails, then this is option is well worth considering. It may introduce an additional cost and layer of complexity to administration, but it will prove well worth it if your primary ISP suffers a major incident. It may be an additional expense, but think of the possible expense of an outage. Lost staff time, missed customer calls, loss of reputation. All these should be factored in when weighing up your options.

 

If you wish to discuss your options just get in touch.

 

Click here to see more about the internet connectivity options we can provide

 

Click here to see more about our Call Forwarding options

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How To Appear Bigger Than You Are

01 June 2017 at 15:06pm

Don't worry, you haven't stumbled upon a blog devoted to 'How to react if you are being attacked by a bear'.

 

This blog will give an overview as to how Hosted VoIP phone services can benefit smaller companies and sole traders.

 

One of the initial challenges to overcome when working for yourself is how best to manage your image. It is tricky to set up a company, win over customers, do all the necessary admin, and balance your books. It can be a bit like spinning plates, only there are far more than you actually handle!

 

Well SureVoIP® can at least help with one aspect - Presentation.

 

It is a sad but true fact that we judge on appearances, before anything else. Psychologists tell us that we judge the personality of someone we have just met within a quarter of a second.

 

Don't feel guilty - it's not just you, and it's not really your fault. The human brain is used to processing millions, if not billions of pieces of data every day. It does this by pattern matching, and it does this by making guesses. The brain basically takes a rough overview, assumes this pattern repeats itself, and fills in any gaps in its perceptions with these guesses.

 

This how optical illusions work. The brain has created lots of short cuts in order to process the vast amount of data which surrounds it, and optical illusions use this. The famous Muller-Lyer illusion pictured is a good example.

Muller-Lyer Illusion

 

We can use this trick of the brain to work in favour of the smaller business.

 

The Muller-Lyer illusion relies on mental shortcuts to fool your brain
 
Customers are used to certain levels of service when calling companies. This works in both a positive and a negative way. Service which doesn't match the image projected will prove harmful to that company. For instance, if you are thinking of buying from a company, and their website has spelling mistakes on the home page, the chances of you buying from them will quickly decrease.

 

The alternative is also true. If a company's service meets or exceeds your expectations, then you will be far more likely to buy from them.

 

This is the key point of this article, and this is how VoIP can help the smaller business.

 

By working on your presentation, you can greatly improve how customers perceive you.

 

Customers and potential customers make assumptions, or ;guesses', to refer to our potted psychology summary given above.

 

We can use this mental trait to our advantage. Giving a level of service associated with a larger company will create this mental image in the customer's mind.

 

Therefore, making use of a phone system which creates an appropriate image will work to enhance customer's perception of your company. People have fewer reservations about dealing with a larger company, so appearing as larger will result in a better image, and more successful dealings with callers.

 

This can be achieved by using many of the features and functions of a VoIP service. This kind of phone service adapts well to people working from differing locations, so you don't need a physical office. You can transfer calls between users as if you were all located in the same place. Callers will always experience the same phone set up, no matter which employee they dial. Music on Hold, coupled with a menu auto-attendant, gives the re-assurance of being in contact with a larger company. It also means that all your users have a cohesive 'brand identity' to callers.

 

Conference calling opens the door to more in-depth meetings, without having to physically travel to meet.

 

All your callers can get in touch using your company advertised number, and reach any of your staff members.

 

All a big improvement to just handing out your mobile number and hoping for the best!

 

We even offer a paired down service for Sole Traders. Our Single User service gives a useful range of functions, and is designed specifically for the single person working on their own.

 

For more info on our Hosted services

To see details of our Single User service

More info on the Muller-Lyer Illusion

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How We All Benefit From Integration and Collaboration - Open Source and APIs

25 May 2017 at 12:05pm

As those who know about our company will be aware, SureVoIP® has been geared from its inception to be pro-Open Source. Open Source is the term given to software which the developer has allowed access to for other developers.

 

This is more than a just a statement, it affects how SureVoIP® functions, and how we approach things. It shows a different approach to developing solutions.

 

Let's compare an Open Source approach to the more traditional purely profit-driven approach. When companies are developing software purely for profit, they work in isolation. A team of developers will have a brief, and will work to fulfil this to the satisfaction of the client company.

 

This reflects the 'normal' business approach. A gap in the market is spotted, and a product or service is developed to fill this gap. This is a generally accepted business model, and works reasonably well.

 

However, if we stop to analyse it for a second, we can spot some obvious flaws. The first is that all these products are being developed in isolation. No one individual or business is taking an overview, and there is no guarantee to customers that product 'X' from one company will work with product 'Y' from another company.

 

As I say, this is fairly normal. After all, we wouldn't expect a manufacturer to design a TV to work with another manufacturer's remote control!

 

But, if we extend this thinking to the internet, we run into difficulties.

 

The internet has essentially become a plethora of connected things, enmeshed within our daily lives. We now expect to share a news story by clicking a 'share' icon, and update our Facebook page by using s smart phone app. It is increasingly common to be able to turn on our living room lights at home, by using a smart phone app. As the much talked about Internet of Things becomes prevalent, we will soon expect to order groceries using a voice-recognition device, or expect our fridge to order more milk without us even knowing it's running low!

 

So if we look at internet-based products and services within the framework of the individual product development model, we see this connected aspect would quickly fall apart. With no financial motivation to develop links between disparate products and services, we would simply have a stand off between companies waiting for others to absorb development costs.

 

But - introduce collaboration and integration into this picture, and things change significantly. In fact, you end up with our present day connected world, because it simply couldn't exist without them.

 

Different companies develop products which simply must work with products developed at other times and by other companies. An open, collaborative approach to development is an essential ingredient in this mix, a bit like the flour in a cake recipe. You can have all the icing and cherries you like, but without something to bind all the ingredients together, you don't have a cake!

 

As a pro-Open Source company, SureVoIP® works with collaboration in mind. We are fully committed to this approach - it informs all our development programmes, and has done since the company's inception.

 

We allow full access to our API (Application Programming Interface - read on to find out more), giving other developers the ability to integrate with our systems. This in turn allows a better customer experience, with the internet developing in response to customer needs and expectations.

 

The model of a single company developing products in isolation would not allow this level of cooperation. in fact, it would work against it, as development would stall. The small company with a good idea for customers might be able to develop a new product or service, but would be unable to integrate it with anything. After all, a new app must be able to work with smart phones, or it a waste of development time. The small company who developed it would literally have been better of not bothering, as they will have wasted development time for nothing.

 

This why APIs are so important. An API (or Application Programming Interface) allows developers to integrate with the back-end of other products. It is essentially a set of rules which governs integration, allowing developers to marry two pieces of software, applications or programs together. In this way, new products can be developed and released, with the knowledge that it will be functional and work across devices. Without this, we end up with our single company development model.

 

For the internet we are used to to continue to deliver all the things we expect, then we simply need this collaborative approach.

 

It is the glue which holds all these potentially disparate things together, or, to return to our cake metaphor, the flour which binds all the other ingredients.

 

 

More info on our Developer API

More info on our Outbound SMS API

More info on our Outbound Fax API

 

More informative articles on VoIP and the Internet

 

 

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You will be automatically upgraded to SureVoIP® Hosted v4

09 March 2017 at 16:03pm

Dear all,

We pride ourselves on taking our customer obligation seriously, and this is why we review and implement security fixes, bugs fixes, and keep abreast of the latest technologies. We work hard  to ensure our platform is always stable and available. That's why you use a Cloud service and that’s what you pay us for. As part of operating a Hosted VoIP platform, or any Software as a Service (SaaS) platform, it is our responsibility to keep the platform up to date.

Therefore, I am very excited to announce SureVoIP® Hosted v4. This has been live in our Edinburgh Datacentre since October 2016 with all new customers provisioned on it since November 2016. It had been tested by ourselves for 6 months prior to this.

During our maintenance window on the 16th of March, 2017  between 22:00 and 23:00 we will be migrating all customers to our new SureVoIP® Hosted platform in Edinburgh, away from our current platform in London. That platform will remain and be upgraded at a later time.

There will be a period of time between your phones connecting to the new version of our Hosted platform and your numbers pointing to it, so during this period some calls may not reach you. These will be directed to voicemail instead. Outgoing calls should fail over automatically. Please note, only our Hosted VoIP customers are affected by this maintenance. Select customers have already been migrated to this new version due to the complexity of their business requirements.

Some of the changes in the new Hosted version include (but are not limited to):

- A New and Improved Web Interface
- Improved Call Forwarding - Ability to call forward on Busy/No Answer/Not Registered signals
- Voicemail-to-email can now be sent not only as attachments, but also as download or listen links
- Voicemail can now expose a menu to the caller, allowing them to press buttons to transfer to other destinations instead of leaving a voicemail
- Missed call notifications via email
- Call Block menu
- Call Detail Record usability and speed improvements
- Many Fax improvements
- New Call Centre Operator Panel
- Many bug fixes and smaller improvements.

If you would like to have your calls forwarded to an alternate number, or if you have any questions, please email support@surevoip.co.uk or call 0330 445 0000.

Many thanks,
The SureVoIP® Support Team.

 

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Adrift In A Sea of Acronyms

07 October 2016 at 16:10pm

The IT industry is notorious for using acronyms. Many people not involved may be confused by them. Random strings of letters march through web-pages in three and four letter sequences, striking fear and confusion in the hearts of us 'non-techys'.

I've decided I will represent us, the ordinary folk, and in this vein I present this short guide to what these dyslexic sequences actually mean.

As you are on the SureVoIP website, I suppose I should start with VoIP.

VoIP - stands for Voice over Internet Protocol. This is the technology which allows voice services to be delivered using the internet. Rather than calls being delivered through traditional phone lines, a VoIP service delivers an upgraded telephony service using an internet connection rather than a copper phone line.

One down! Lets move from VoIP to SIP. Those enquiring or specifying a VoIP service will probably have heard of this one, but I doubt if many know what it actually means.

SIP - stands for Session Initiation Protocol. This is the 'language' which VoIP speaks. VoIP equipment must use this language in order to speak to other VoIP equipment, so they can understand each other. Think of it as a bit like moving to Spain. In order to buy your shopping or order in a restaurant, you need to speak Spanish (not the best analogy but bear with me). If you don't speak the correct language, you won't get far. Likewise, if your phones don't speak the correct VoIP language, they simply won't work.

Our next acronym will be familiar to those who operate or are thinking of operating there own phone system on their premises. Lets look at PBX.

PBX - stands for Private Branch eXchange. In the context of those with their own equipment, this means a piece of hardware somewhere on the premises which is responsible for making and receiving telephone calls. Gets a bit more confusing when it refers to 'Hosted PBX'. This will refer to a VoIP system (see above).

Our next set of initials is ITSP. It relate to telephony, and SureVoIP is one! Let's see what it means.

ITSP - stands for Internet Telephony Service Provider. Quite simply, a telephony provider which delivers your phone calls using VoIP.

The next two are possibly familiar to all, DDI and PTSN. They both refer to traditional telecoms.

DDI - stands for Direct Dial In. Quite simply, the phone number which people have to dial to reach you directly. In an office environment, this means the number to call your own desk phone, as opposed to reaching your company switchboard.

PSTN - stands for Public Switch Telephone Network. The collective name for the interconnected series of networks which link mobile, landline and VoIP phones to each other. It is this which allows you to call a landline from your mobile, or a VoIP phone from a traditional landline. 

I hope this brief explanation has given you some insight into the world of IT. If we can be of any further help, whether it is for clearing up any more acronym confusion, or discussing what VoIP can do, just contact us and let us know.

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Everything You Ever Wanted To Know About The Internet But Were Too Afraid To Ask

29 September 2016 at 15:09pm

Gavin Henry, our MD, has been offered a 30 minute presentation, with a Q & A session, at this year's Granite City Expo.

 

This session can cover any topic related to the internet in general, or VoIP in particular.

 

What topics would you like to see covered?

 

Example topics could be:

 

How does the internet work? What actually happens when you click on a link?

 

How does YouTube work? How do you see the video you have requested? What technology is working behind the scenes?

 

How does my VoIP phone work? How does a phone call find me over the internet? How does it find the person I'm calling?

 

This is a great opportunity for us to pass on our expert knowledge, and we really want to make the best of it.

 

We could simply bang the 'SureVoIP' drum.

 

But we felt a better idea would be for us to use the time to benefit you.

 

What would you really like to know? Let us know what questions we can answer or topics we can cover. Just comment at the bottom of this post, or drop us a quick email with your question. The most asked question will form the topic for Gavin's talk.

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