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SIP Trunking Based Virtual Call Centers – The Call Center That Suits All

In SIP Trunking
August 20, 2019
4 Min Read
S

Meet Ted, a 25-ish call center representative, usually having his head in the clouds, so losing the professionalism that is required from him. The technical manager at his organization decides to give him a break and asks him to work from home because their call center has opted for a SIP Digital communication service solution. So now the call center has become a Virtual Call Center.

Is it a Call Center in the Cloud?

Yes. The growing needs of call centers have brought Digital communications into the game.  That’s true for most Digital communication going around these days’ solutions especially the SIP Trunk solutions where virtual call center solutions are gaining popularity. With a virtual experience, there is more productivity in the call center domain. Employees can choose their feasible working hours, their favorite clients and stay in situations where they are comfortable to work in.  And the icing on the cake is: you get to save more bucks. Gone are the days where you faced the issue “You have reached the maximum limit. Time for an upgrade”. With a SIP service solution, your budget is in control so all you need to do is Subscribe to a decent plan and you are good to go for the whole month!

The server serves as a hub where employees are connected via Voice over Internet Protocol (VoIP). This way, they can adhere to the company’s security protocol and share the information that is relevant to share with the client. Pretty much like the same way as in a brick and mortar call center.

Now you must be wondering: How to create a virtual call center in the cloud?

First thing first, set a budget. With SIP Trunks, there is no initial infrastructure investment costs, you only have to subscribe to a SIP Providers service. Take a decent plan according to your defined budget and take a deep breath. You are good to go! Here are a few things that’ll help you on your way to a successful Virtual call center.

Know you KPIs

Key Performance indicators are what define your progress. You need to outline your objectives and KPIs. Know how to take data-driven decisions and stay focused on a few “most important” KPIs. Don’t let too many KPIs distract you.

Stay available 24/7 (You read that right, 24/7!)

There is no point claiming to have a virtual call center when it not virtually “present” when the customers need you. Stay online at all times. Don’t frustrate your customers by ignoring their emails or calls. While you are scrutinizing Providers, make sure to look for red flags. You need a smooth flow of installation and a smoother flow of services with no jitters during calls.

Deploy a Monitoring Software (To keep an eye on your employees)

Having said that, decent monitoring software will also keep you informed of customer feedback and so make you in a position to upgrade your customer services. You can even track calls of employees (like Ted) with customers that are not up to the mark and figure out loopholes and fix them by either talking to the employee or fixing the system. It saves you big bucks at the end of the day.

And …. A decent CRM Solution

Take Customers relations to the next level and deploy a CRM for a better customer relationship management. This is required for an exceptional customer dealing and making sure your services are up to the mark.

ALSO READ SIP Trunking Solutions: Less Cost, More Services

MachCloud and SIP Solutions for a robust Digital Communication Deployment

IT managers know the importance of deploying a SIP solution. With a decent SIP Provider, you get more with less. MachCloud is one such provider where SIP Trunking is offered at best rates in the market. With MachCloud, you get to have free calls mixing different technologies and a unified invoice that eases the burden on your pocket and your finance guys.  With MachCloud SIP Trunk offerings, you get all the flexibility needed over existing PBX equipment, contact center, Skype for Business, Cloud PBX and calling via Microsoft Teams.  It also offers cloud PBX, MachCloud offers and Office 365 services.

Head to MachCloud for a promising service solution in SIP Trunking that suit your business.

 

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An essential guide to finding the Best SIP Trunk Provider for your Cloud Business

In SIP Trunking
April 11, 2019
4 Min Read
A

Selecting the right SIP Trunk Provider for your cloud business is not less than a challenge. It becomes a tougher decision to make especially if you entrepreneurs have no previous background knowledge of SIP trunking. Today, we are going to tell you what are the basic factors that you need to take into account sip trunking providerwhile selecting the best SIP Trunk Provider for Business.

Before we dive into the factors that make you decide an SIP trunking provider, it is important that you should know what exactly the responsibilities of a SIP trunking provider are for business. Since businesses have shifted to the cloud, the importance of unified communication has been increased and SIP trunking tops the list of cloud business needs for streamlined cloud business ops. In essence, an SIP Trunk Provider provides your enterprise the ability to use VoIP connected to a private branch exchange (PBX) and a decent Public Switched Telephone Network (PSTN). So, essentially a SIP Provider plays a vital role in the internal and external communications within and outside your organization.

So, what to look for in the best SIP Trunk Provider for your cloud business? Here are 7 essential factors to look for:

  • Unified Cloud Business Communications

    Unified communications provide both Real-Time communication, like Calls and instant messaging, video conferencing and other, and non-Real-Time communication like Email, social media etc. UC is a popular term nowadays and is considered as the backbone of any business organization.

  • Security

    Since cyber-attacks and cyber security needs are both increasing with each passing year, Security is an important factor in taking decisions about SIP Trunk Provider for business. The best SIP Provider will be all time active and try to reduce clients’ risk to communication at all times. In addition to this, they serve to prevent DoS attacks and prevent attacks due to spamming techniques.

  • Reliability

    A decent level of reliability is required in order to continue with a SIP Trunk provider for cloud business. This is another very basic and common requirement for cloud businesses of today. Only those providers are successful and best in market, that have redundant hardware to keep things up at your end while things are down at their end.

  • QoS

    Factor like low latency, less jitter, no packet loss and burstienss play an important role in the overall quality of Service. A good provider always implements the best infrastructure to minimize jitter and improve QoS for better videoconferencing, calls and other communication channels for its clients.

  • Compatibility

    SIP Trunk providers must have equipment installed that is compatible with your PBX technology. In this way, you won’t fall prey to compatibility issues in your unified cloud business solutions.

  • Customer support

    The best SIP trunk providers for business provide after deployment support and also answer your general queries. You may be needing support anytime of the day and an ideal SIP trunk provider has a team of experts that assists customers with their technical issues at any time of the day.

  • SLAs

    Service level agreements (SLAs) have generally no link to the quality of a service a Provider can provide, however, most professional and best in market Providers offer an SLA. Best-of-class Providers also guarantee their customers to provide 99.99% uptime.

MachCloud – the best SIP Trunk Provider for business

MachCloud is a complete service management and communication delivery platform. It provides top of the line unified communication service management including SIP trunking, PSTN, Hosted Voice, Microsoft Skype4B and many more options for your business. With decent pricing and plans for your business, MachCloud is a one size fits all for cloud providers. In addition to this, MachCloud offers Azure services, Dynamics 365 services, Microsoft Office 365 services and excellent customer support services that facilitate your business in cloud business growth.

Get your hands on MachCloud and experience the most streamline unified communication and SIP Trunk experience.

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