The keys to choosing a phone solution in corporate business

Posted by Ainsley Aiken on July 26th, 2019

A major part of the operation of a call center, the telephony solution is often perceived as a complex whole where the least approximation is paid at a high price.

Considered one of the vital functions of the call center, the Ubiquiti telephony solution offers you special attention. The stakes are crucial since this choice largely depends on the ability of a client to contact a remote advisor, and that is too in a minimum of time. Although the technological advances have not been spectacular over the last five years, the situation has changed significantly with the massive deployment of the ToIP (telephony over Internet protocol). Now unavoidable, it brings features that have become indispensable, such as unified communication (the notion of presence, simultaneous launch of written chat sessions, audio or even video, etc.), or the deployment of social networks.

Define your needs

The choice of a telephony solution must first be thought out according to the stakes, the strategy and the objectives of the company. You have to wonder how important the phone really is in your business. It's about "defining what you expect from your contact center - do you assign a call center function or do you need a call center?" multimedia contacts? Then you must ask the question of the level of integration of the telephony solution with the information system – CRM or BDD. Finally, it is necessary to look at the call flow.

Classic telephony or ToIP

According to the latest graph, three-quarters of the telephone lines are working on IP ports and data access, 25% will be remaining in the classic TDM line. While the ToIP has initially attracted the interest of major accounts, the craze is now gaining SMEs and VSEs. Like the general public, these small businesses are massively equipped with "boxes", which include a telephony offer and access to high-speed Internet, or even Skype-type solutions. Nevertheless, the choice of ToIP is not without pitfall.

Passing by a phase of test

In the case of new uses or important projects, it is often useful to run a test, or "pilot". "When engaging in large-scale projects or in profound modifications of the uses, which involve important changes for the teams, the pilot is interesting because it favors the identification of the axes of improvement before the massive deployment. Uniden phones make it possible to anticipate possible malfunctions. For more information, just land on the website http://aristel.com.au.