![\"Understanding](\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2020\/09\/understanding-different-languages.jpg\" "\\"Understanding")
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Do you recognise all these languages? You may or may not be well-versed in them, but your clients probably are. The whole world has become one giant marketplace with customers literally everywhere on the globe.\u00a0<\/span><\/p>\n In this scenario, would you be willing to incur massive costs for communicating with your international clientele? Wired telephony ties you down, and charges you exorbitant amounts for that!\u00a0<\/span><\/p>\n So what now?\u00a0<\/span><\/p>\n Fly higher than your competition using <\/span>cloud phone systems<\/a> instead; a one-stop solution for all your business communications hosted over cyberspace!\u00a0<\/span><\/p>\n Here\u2019s everything you need to know about hosted phone systems to get started on your journey.<\/span><\/p>\n \u2192 Chapter 1: Introduction to cloud phone systems<\/a><\/p>\n \u2192 Chapter 2: Emergence of the cloud<\/a><\/p>\n \u2192 Chapter 3: Do you need the cloud?<\/a><\/p>\n \u2192 Chapter 4: Features to look for<\/a><\/p>\n \u2192 Chapter 5: Benefits that help you thrive<\/a><\/p>\n \u2192 Chapter 6: Integrate your way to success<\/a><\/p>\n \u2192 Chapter 7: VoIP regulations to consider<\/a><\/p>\n Eat or be eaten<\/span><\/i>.\u00a0<\/span><\/p>\n Charles Darwin had famously theorised the survival of the fittest. While he painted quite a gory picture, the crux of the matter is that you need to constantly keep evolving with changing times. Did you know that birds are essentially dinosaurs?\u00a0<\/span><\/p>\n 65 million years ago, when the dinosaur extinction happened, some survived because they shrunk into birds. Their beaks could now crack open nuts and seeds buried in the topsoil.\u00a0<\/span><\/p>\n What I\u2019m trying to say is: don\u2019t stay a dinosaur, become a bird.<\/span><\/p>\n Your established traditional telephony system might be a source of comfort, but sticking to it might weigh you down. Instead, switch to the cloud. You can avail amazing benefits that help streamline your business communications and increase efficiency. No wonder <\/span>76% of small businesses and entrepreneurs are adopting cloud solutions<\/span><\/a> these days.<\/span><\/p>\n You may come across different terms like Voice over Internet Protocol (VoIP)<\/a> calling or Internet calling. Don\u2019t be confused; these are synonymous with cloud-based phone systems. With this system in place, you can hold calls over the Web and use a variety of devices to do so\u2014traditional phones, smartphones, softphones, and VoIP-enabled phones.<\/span><\/p>\n Rather than maintaining the data on-premise, the cloud hosts all the information on a secure server. On-premise systems take up a lot of space and require regular and expensive upkeep. With online phone systems, not only do you save on high installation costs, but you also incur minimal maintenance and updating costs. Your service provider will take care of it all.\u00a0<\/span><\/p>\n Let\u2019s put it down simply. Calling over the internet follows a standard procedure: first, your voice gets broken into smaller digital packets and is sent as data to the recipient. Generally, the call is then routed using a cloud-based private branch exchange (PBX).\u00a0<\/span><\/p>\n This streamlined process allows for seamless communication with anyone possessing a web connection. You can use different devices for this in the following way:\u00a0<\/span><\/p>\n 1. Traditional phone systems: You can attach a VoIP adapter to your wired telephone to host Internet calls. This adapter can be plugged into the wall or your router.<\/span><\/p>\n 2. Smartphones: You can simply download apps onto your mobile device for efficient communication. <\/span><\/p>\n 3. Softphones: This refers to calling using computers. Various software and apps can be used for calling. So when you accept a FaceTime call on your Mac, you\u2019re basically using your computer as a softphone.\u00a0<\/span><\/p>\n 4. VoIP-enabled phones: These are similar to traditional phones. But while analogue phones are on a phone line, VoIP phones are connected to a computer network. Basically, you can convert your analogue system into a Web-based one easily, which makes switching to the cloud a feasible option at all times.\u00a0<\/span><\/p>\n Installing an internet-based phone system is super easy. Since there is no bulky hardware to set up, the process is quick, efficient, and most importantly, extremely cost-effective.<\/span><\/p>\n You save on precious time as well. In fact, you can switch to a VoIP system in a matter of minutes.\u00a0<\/span><\/p>\n Imagine this: you decide to adopt cloud communications<\/a> at the start of the day. All you need to do is contact a skilled service provider, discuss and design a plan that suits your needs and get it installed. And all this before lunch hour! Spend a few hours training your staff about the system and their workflow\u2014and by the end of the day, you\u2019ll have a wholly transformed business.\u00a0\u00a0<\/span><\/p>\n While it\u2019s true that you get a myriad of benefits with the cloud, you need to be able to make the best of its offerings to avail optimal results.\u00a0<\/span><\/p>\n Call flow refers to the management of how your calls are routed. This becomes especially important when you\u2019re using your cell for both business and personal communications. This flow can be tailored to your preferences, but basically you can set how and when you receive calls, decide where the call will be routed to, and even choose to see the location of the caller.\u00a0<\/span><\/p>\n There\u2019s so much scope to enhance customer engagement with these features. Use it wisely, and watch your business blossom.\u00a0<\/span><\/p>\n Contrary to popular belief, the cloud is not the new kid on the block. In fact, it\u2019s got quite a few years on it (think the 1960s). Over the decades, it has slowly crept up to the telecom industry and massively transformed itself.\u00a0<\/span><\/p>\n A man is simply a sum of his life choices. Similarly, the cloud is what it is today because of its past. If you\u2019re not a history buff, don\u2019t worry, we\u2019ll go through this very briefly.\u00a0<\/span><\/p>\n In the 1950s, the cloud emerged with the onset of mainframe computing. In this system, multiple users were able to use the capabilities of a single central computer through several terminals. This was widely accepted because of its cost-saving features and resource sharing. It was in the 1960s that the idea of an \u2018intergalactic computer network\u2019 was introduced by J.C.R. Licklider.<\/span><\/p>\n Then we reach the 1970s. Disco was not the only emergence of this era\u2014virtualisation also began. This concept took mainframes to the next level, as several virtual computers could now be linked to one physical resource.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n The launch of Integrated Services Digital Network (ISDN) in 1988 allowed transmission of both voice and data simultaneously through copper wires. This greatly improved the scope of telecommunications in the following years.\u00a0\u00a0\u00a0<\/span><\/p>\n 90s kids will tell you that these were elite times. They\u2019re not wrong. Cloud computing, too, took a leap in the 1990s. You must have heard of VPNs; they\u2019re still widely used. Well, virtualised private networks came into being around this time.\u00a0<\/span><\/p>\n Earlier, telecommunication companies had to offer services on a point-to-point basis. With VPN, the same quality of data service was now available at a fraction of the cost. Further through the years, the cloud has simply been enhancing. Software as a Service (SaaS) slowly became the norm as the IT industry boomed.\u00a0<\/span><\/p>\n Lastly, the 2000s. The modern era. After going through all its stages\u2014infancy, adolescence, early adulthood\u2014the cloud is a wise adult, constantly improving itself. Here we witnessed the birth of giants like Amazon and Google.\u00a0<\/span><\/p>\n The cloud reinvented itself time and again, and it has become an indispensable form of communication. Data transferred virtually has enabled HD voice and video transmission, and made the process instantaneous.<\/span><\/p>\n Of course, the journey to becoming a massive technology was not without hiccups. Through multiple trials and tribulations, we now have VoIP technology: with a multitude of services and huge potential to boost all kinds of communications.\u00a0<\/span><\/p>\n You can read about the emergence, importance, and future of the cloud in detail in <\/span>this paper<\/span><\/a> about cloud computing, published in IJSER.\u00a0<\/span><\/p>\n Short answer:<\/span><\/i> YES.\u00a0<\/span><\/p>\n Long answer:<\/span><\/i> Before entering the maze of features you can avail with the hosted phones, let\u2019s address a more primal concern: <\/span>how do you know when it\u2019s time to switch to the cloud<\/b>?<\/strong>\u00a0<\/span><\/p>\n Honestly, it\u2019s been time for quite a while now. Nevertheless, there are some signs that indicate it\u2019s time to move to internet-based communications:\u00a0<\/span><\/p>\n Business communications involve confidential trade information. In this extremely competitive landscape, it is essential to have a secure and reliable communication channel.\u00a0<\/span><\/p>\n Your best clients could be located in an isolated area\u2014with no phone towers in the vicinity. Moving communications to the internet ensures that the wide reach of wireless technology can ensure high-quality calls.\u00a0<\/span><\/p>\n While expanding is a hoot, its lengthy process in a traditional set-up is decidedly not. Rather than suffering through the arduous upscaling of your wired network or with expensive hardware installation, opt for a cloud set-up. It\u2019s easy, it\u2019s fast, and it\u2019s unbelievably scalable. So you can continue your growth without qualms, and update your system timely and conveniently.<\/span><\/p>\n This is every business\u2019s worst nightmare. Acquiring customers is hard enough, but retaining them is an even bigger challenge. If your firm is lacking in technology and the associated holistic assistance, customers might consider switching to a competitor who does offer them a more user-friendly experience.\u00a0<\/span><\/p>\n If you\u2019re starting to miss calls and are hurrying through customers in the face of a booming business, that\u2019s a definite red flag. Ditch the wires chaining you down straight away. The cloud offers several features to help handle and streamline large flows of calls.<\/span><\/p>\n We\u2019ve seen how the limitations of a traditional phone system can hamper business growth, so now let\u2019s learn how to turn that frown upside down. Yes, it\u2019s finally time to explore what features you can (and should) expect in your cloud phone system.<\/span><\/p>\n Use this checklist to ensure that your provider serves you with the best-in-class features in the industry:\u00a0<\/span><\/p>\n Undoubtedly, this is one of the greatest and most widely used services in the IT communications industry<\/a>. The mere simplicity of having all your correspondence on a unified platform aids in its popularity. Voice. Video. Messaging. All-in-one. It almost sounds like a mantra, no?\u00a0<\/span><\/p>\n Your agents save on valuable time and are able to hold better conversations. In fact, the focus here is not just on communication. UC essentially promotes collaboration, which greatly improves productivity and leads to optimisation of business operations. <\/span><\/p>\n You can do so much more than just talk\u2014send and receive files, share screens, sync calendars and integrate with other apps.\u00a0<\/span><\/p>\n \u201cThank you for calling Acefone<\/a>, your call is very important to us. Please hold while we connect you to a suitable agent. Press 1 for product queries, press 2 for refund policies\u2026\u201d<\/span><\/p>\n This was a classic example of an IVR<\/a> greeting. A virtual receptionist can handle all basic queries and route the specific ones to a sales or customer service rep.\u00a0<\/span><\/p>\n How smart your IVR<\/a> is can be the x-factor that makes or breaks your business. Navigable key input menus are a common feature of this service. But instead of making the menus long and boring, you can just add multiple layers of menus to streamline the calls.\u00a0<\/span><\/p>\n Additionally, intelligent routing can be used to direct the calls to the best-suited agent, in terms of skill, availability or even continuity of previous interactions.\u00a0<\/span><\/p>\n You cannot talk about cloud telephony without considering free number services. If everything else can be virtual, why not switch to virtual numbers as well? Apart from being easy on your pockets, these numbers are actually free for the customers to dial. That’s an amazing incentive to promote inbound calls.<\/span><\/p>\n Toll free number<\/a> as the name suggests, are toll free for the callers while the company bears the minimal charges. They\u2019re also called non-geographic numbers because they can be used anywhere in the country without local restrictions. <\/span><\/p>\n Furthermore, they usually start with a highly recognisable 0800 or 0808 pattern, which helps build credibility and improves your brand reputation.\u00a0<\/span><\/p>\n You can even opt for vanity numbers to improve your contact\u2019s recall value. Let\u2019s take an example: 0800-PET-SHOP is very easy to remember, while also reinforcing your brand\u2019s name in the caller\u2019s minds. It simply translates into the corresponding numbers on the keypad. In this case, your actual number to be dialled is 0800-738-7467.<\/span><\/p>\n Now you may be thinking: all my customers know my established number, so I don\u2019t want to change it and potentially lose connections.\u00a0<\/span><\/p>\n You won\u2019t. Number portability has you covered. Simply integrate cloud services with your existing number to enjoy all the benefits while also retaining your customers. You clients will be none the wiser; all they\u2019ll know is that your services drastically improved. A happy customer means a happy business!<\/span><\/p>\n They say you can never take back words. That\u2019s certainly true, but the human mind does tend to forget words very often. With call recording features<\/a>, you need not worry about losing any information. Easy access to the recording allows better call analysis and customer service, while also helping out in times of disputes.\u00a0<\/span><\/p>\n Live monitoring also aids communication. You just recruited new agents? No need to worry about their slip-ups that might cost you customers. Managers have the option to whisper or barge in on calls if the need arises.<\/span><\/p>\n Your hosted phone system<\/a> can be more loyal than your faithful dog. Give one command, \u2018follow me\u2019, and it will do so till the time you ask it to stop.\u00a0<\/span><\/p>\n Find me\/follow me is a technology that allows you to receive calls no matter where you are. Not only does it route calls to different locations, but it also calls whatever device you\u2019re using at the time. You can assign the system to call multiple devices\u2014parallel ringing\u2014so anyone free is able to answer.\u00a0<\/span><\/p>\n Sequential ringing is truly a \u2018find me\u2019 feature. This means that for certain urgent calls, your devices will sequentially ring till picked up. So first your office phone can ring, then your office mobile, followed by your personal cell, and finally, even your home phone. This ensures that you never miss an important call.<\/span><\/p>\n An intuitive dashboard is a one-stop solution for all your communication needs. You can receive real-time updates on the progress of your agents, and guide them better for increased efficiency.\u00a0<\/span><\/p>\n You can even track the progress of larger projects and maintain collaborative efforts. Analytics allow you to gain useful insights about customer preferences which can be used to modify future campaigns.\u00a0<\/span><\/p>\n A picture is worth a thousand words. Graphic reports help visualise data better and ultimately give you complete insights about your operations.\u00a0<\/span><\/p>\n Artificial intelligence has significantly advanced over the years. You can now use AI to make your life so much easier. For example, speech-to-text features can do all your typing work for you quickly and accurately.\u00a0<\/span><\/p>\n As we discussed before, AI can be programmed to forward calls to the right recipients every single time. There\u2019s no need to waste time on manually looking for free agents to route customer calls.\u00a0<\/span><\/p>\n Another amazing feature you need to look for is voicemail-to-email. Any call received after work hours can instead be converted into a voicemail, and instantly have it sent to your inbox so that you always stay notified. In fact, AI can also automatically create a transcript of the recording for you to look over anytime.\u00a0<\/span><\/p>\n Finally, it\u2019s time to talk about music. If you\u2019re feeling down, just listen to a happy song. If you\u2019re bored, entertain yourself with some song and dance. If you\u2019re travelling, create a vibe with your playlist.\u00a0<\/span><\/p>\n So why not use the magic of music to increase customers\u2019 experience with your brand? Practically speaking, there are times when you simply cannot avoid putting people on hold. <\/span><\/p>\n While your customer is waiting, play some music for them instead of an annoying beeping tone, the agent will finally face a happier client and increase the chances of retaining customers<\/a>.\u00a0<\/span><\/p>\n As you can see, there are plenty of features of a VoIP phone system that you can use to boost your business. You may even think of the cloud as a cornucopia, with features flowing out in abundance.<\/span><\/p>\n Hey, that rhymed! Speaking of rhymes and children\u2019s fiction, who can ever forget the famous fairytale: <\/span>Jack and the Beanstalk<\/span><\/i>?\u00a0<\/span><\/p>\n Jack plants magical seeds that grow into a huge beanstalk. When he climbs it, he finds the giant\u2019s den filled with enchanted goods. Tone this tale down a bit (a lot actually), and you can find similar parallels in adopting a cloud phone system for your business.\u00a0<\/span><\/p>\n A simple investment in an internet-based telephony system can cause unprecedented growth and optimal results for your business. The customer is king in this tale, and a VoIP service allows you to impress and secure clients with its multitude of benefits.\u00a0<\/span><\/p>\nChapter 1: Introduction to Cloud Phone Systems<\/h2>\n
So how does a VoIP Phone System work?<\/span><\/h3>\n
![\"How](\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2020\/09\/how-does-voip-phone-system-work.jpg\" "\\"How")
<\/p>\nSetting up<\/span><\/h3>\n
Using a call flow<\/span><\/h3>\n
Chapter 2: Emergence of the Cloud<\/h2>\n
![\"Emergency](\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2020\/09\/Emergency-of-the-cloud.jpg\" "\\"Emergency")
<\/p>\nChapter 3: Do you need the Cloud?<\/h2>\n
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Chapter 4: Features to look for<\/h2>\n
#1 <\/span>Unified communications<\/span>\u00a0<\/span><\/i><\/h3>\n
#2 <\/span>Multi-level IVR<\/span><\/h3>\n
#3 <\/span>Free phone numbers<\/span><\/h3>\n
#4 <\/span>Number portability<\/span><\/h3>\n
#5 <\/span>Call recording and monitoring<\/span><\/h3>\n
#6 <\/span>Find me\/Follow me<\/span><\/h3>\n
#7 <\/span>User-friendly admin portal\u00a0<\/span><\/h3>\n
#8 <\/span>AI features\u00a0<\/span><\/h3>\n
#9 <\/span>Music on hold<\/span><\/h3>\n
Chapter 5: Benefits that Help you Thrive<\/h2>\n