Modern Telephony for SMBs.
Traditional telephone systems have been replaced by modern telecommunications systems that allow businesses to communicate effectively across geographical boundaries. Enterprise dialer software from brands such as NGNix and Savant are examples of this innovation, and they offer businesses a range of advantages.
Improved Customer Experience.
Customers are typically more engaged with businesses that they feel have understood and empathized with their needs and challenges. NGNix and Savant’s enterprise dialer software allows businesses to create personalized, individual phone experiences for their customers. This is known as the ‘omnichannel’ approach, and it allows businesses to create a more streamlined and engaging customer experience across all touchpoints (e.g. social media, website, and phone calls).
Saving Money.
Enterprise dialer software can help businesses avoid unnecessary phone costs by automatically placing the right call at the right time. This can result in significant savings for SMBs.
Scalable.
Businesses that choose to implement an enterprise dialer solution can scale their operation easily and quickly, as new phone numbers can be added easily. This is a distinct advantage for any business that chooses to grow rapidly.
Mobility.
Most enterprises have multiple locations and mobile phone solutions (e.g. tablets and laptops) that allow workers to access company data wherever they are. This is generally made possible by using a business’ existing phone systems and integrating them with their other devices. With this level of flexibility, business owners can work remotely without worrying about disconnected calls or unanswered emails due to mobility issues.
More Real-Time Communication.
In today’s world, business communication evolves alongside technology. This is perfectly exemplified by the growth of businesses such as Zoom, where face-to-face meetings have become a thing of the past (thankfully), and virtual meetings such as Skype and Teams have taken their place. Enterprises that own their own telecom networks have taken note and now offer services that allow for more real-time communication.
What is real-time communication? Think email but with a time stamp that allows the reader to know when the email was sent/received? Not quite, but it’s something similar. With traditional email, the reader can’t tell how long it will take for them to read it. With real-time communication, the reader knows exactly when they are going to read the message so there’s no such thing as ‘reading time.’ The recipient knows the exact moment they were meant to read it. This is why businesses that use real-time communication tools such as Zoom, Skype, and Teams have seen a significant uptick in the amount of business that they conduct remotely.
What is the advantage of conducting business remotely? One of the primary advantages is that business owners can be more nimble. They are no longer tethered to a physical location by their telephone wires, so moving to a more agile form of working is now possible. Working remotely is also a great way to gain flexibility in scheduling, as workers can pick up the phone and start working whenever they have time, rather than being confined to certain working hours as in an office environment. The disadvantages are similar to having an office space. However, as business travel has declined due to the pandemic, working remotely is something that many businesses will have to get used to.
The Rise of the Hybrid Worker.
As businesses become more mobile and remote working becomes a necessary evil, the role of the ‘typical’ office worker is changing. Increasingly, it’s not just about having a desk and a chair. It’s about having the right toolset for the job. This is where business productivity software such as Slack and Zoom come in handy. These tools can be used to communicate between employees regardless of where they are in the world, and they make working remotely possible. Allowing for greater connectivity and real-time engagement between workers improves productivity and effectiveness, making the overall working experience better for all involved. This is why you’ll often see businesses adopt a ‘hybrid’ working style that incorporates some remote working and some office-based work. A hybrid worker is someone who performs some of their duties remotely and some within the office. Naturally, not all duties can be performed remotely. Some things just have to be done in-person. An increasing number of businesses are realizing the value that hybrid working provides.
Where Do I Begin?
As a business owner, it’s important to understand the different kinds of enterprise dialer software that are available. At first glance, it can seem very complicated choosing the right solution for your needs. However, if you break down the various features and examine what is important to you, it becomes much easier. Begin by asking yourself the following questions:
- Do I want a solution that is cloud-based or on-premises?
- Do I want a virtual phone system or an all-in-one solution?
- How many phone extensions do I need?
- Do I want to integrate with my existing CRM, ERP, or Financial software?
- What is my budget?
- Who uses the phone system?
- What is important to me in a phone system?
- How do I want the phone system to function?
Once you have an idea of what you want, it becomes much easier to narrow down the choices. Consider all of the options and make a pros and cons list for each feature. This will help you cut through the complexity. A good rule of thumb is to choose the solution that has the most features that are important to you. This is how you choose the best solution for your needs.
How Do I Integrate This Into My Business?
Once you have your ideal solution in mind, it’s time to figure out how to integrate it into your business. This is where things can get complicated. If you’re not used to working with technology, integrating new equipment can feel overwhelming. That’s why it’s important to take your time and do it correctly.
The first step is to set up a meeting with the vendor that provides the phone system so that they can walk you through the process of installing it and getting it operational. This is important, especially if you’re doing this remotely. You don’t want to mess up the whole process and end up with inconsistent phone numbers that don’t work. A good rule of thumb is to do all of the following:
- Call them on the phone
- Send them an email
- Follow the instructions in the email
- Make sure that they answer your questions
- Establish a trial period so that you can test the functionality before committing
Make sure to take your time and do this correctly, as this will help ensure that your phone number stays operational. Also, be sure to use a quality phone line and purchase high-end equipment to ensure that your phone call is clear and audible. If you use a VPN to keep your personal data secure while you conduct business online, make sure to install the VPN on your devices, so that your data is always protected whenever you log on to public WiFis or connect to a public computer.
Do I Need To Purchase More Equipment?
Once you have your phone system set up and integrated into your business, it’s time to look at the next logical step-purchasing additional equipment. This can include purchase of a PBX (Private Branch Exchange), which is a phone system that allows for more complex calling configurations such as conference calls and group texting. It also includes buying computer equipment such as tablets and laptops for remote working. These items can make your life much easier and allow you to be more agile. If you’re looking to purchase items for remote working, consider all of the options that are available and make a pros and cons list for each item.
What About The Training?
One of the biggest stumbling blocks for businesses that integrate new technology is the fear of going ‘overboard.’ If you’ve ever worked with technology, you’ll know that it is very easy to get overwhelmed by the amount of information that is available online, and this can cause you to neglect basic tasks such as updating your business’ phone numbers. To avoid this, make sure to take the time to train your staff about the new technology that you’ve implemented. Provide them with the necessary tools and walkthroughs so that they can get the most out of it.