VoIP Archives - Fidelity Group UK

Business phone systems and the 5 most common mistakes we see companies make

Modern telephone systems offer an amazing range of benefits for your business, but as with any such system, it’s important that you know how to make the most of it. Below are the 5 most common errors we see companies making. Are you making these mistakes too?

Network quality
Modern digital phone systems rely heavily on a strong and stable network to ensure you always have high-quality calls. To ensure this is achieved, dedicate specific bandwidth for this and set up your broadband data to prioritise phone calls. And, if possible, use wired ethernet connections.

Make sure you use advanced call features
Your phone systems should have a range of features that will help the operational running of your business and optimise customer calls. These are the 4 most common errors we see here:

• Call Forwarding to route calls to other numbers or mobile devices is not utilised.
• Automated call routing to greet customers professionally is not utilised.
• On many systems, voicemails can now be automatically sent to emails however this is rarely used.
• Call recording is essential to improve customer service and yet this is often not implemented.

Compatible phones
The latest phone systems require the very latest handsets to ensure they work smoothly and so investing in VoIP-compatible desk phones, headsets, or softphones will enhance call quality. Do you have these?
Also, and a facility that is rarely used, are mobile apps which allow staff to stay connected even when away from the office.

Look at your call data
Modern phone systems come equipped with a host of reporting information. Despite this companies often fail to look at the information their phone system provides to help them understand and resolves issues within your operational team and customer communications.

Integrate your phone system with other business tools
And finally, modern digital telephone systems are not stand-alone systems, they can integrate with a wide range of other digital systems, from CRM systems to helpdesk software. The more you can integrate your phone with these, the more efficient your business will be. If you’re not doing this, now is the time to do so. You can be sure your competitors will be!

This article was written by one of our telecoms experts here at Fidelity Group. We support a wide range of business sectors with our outstanding telecoms solutions. If you would like to speak to one of our experts to find out how we can help your business, please Click here or call us today on 0800 840 6800.

A Comprehensive Guide to the Pros & Cons of VoIP

Telephony is changing, but it’s for the better. Voice over Internet Protocol (VoIP) is becoming more widely adopted in both large and small businesses, with the power to make calls through an internet connection seen as a massive step in the evolution of business communications.

It’s a rapidly expanding market estimated to be worth more than $100 billion worldwide by 2026. With the PSTN Switch Off in the UK edging closer and closer (it’ll be gone by 2025), moving away from the copper wire network is a necessary step for any business.

As with any major decision, business leaders need to know the advantages and disadvantages of investing in a VoIP phone system. Bringing in a whole new communication infrastructure will have a massive impact on the business and how employees work and collaborate with one another.

Regardless of your business size, knowing the pros and cons of VoIP will be pivotal when deciding on how much of a difference the latest innovation in telephony can make.

The Advantages of VoIP

VoIP is a cost-effective way to communicate

It turns out that relying on an internet connection to make voice calls is far more cost-effective than landlines. Costs can be reduced by as much as 90%, which can be pivotal for start-ups and smaller businesses that have to contend with budget restrictions.

These savings can be direct, such as having no on-premises hardware that requires maintenance, and indirect, including the money saved from people commuting to work since businesses can rely on video calls.

Indeed, international calls are cheaper to make and receive, meaning work can go global without the dread of facing a hefty phone bill.

Effective hybrid working models VoIP phone systems are also cloud-based, allowing businesses to collaborate from anywhere.

With 44% of workers opting for either home or hybrid working, there is a greater need to satisfy the expectations and needs of those who opt to work remotely. Employees have greater accessibility and flexibility with VoIP, as their VoIP numbers can be used from anywhere through softphones and other mobile devices. When it comes to resources, all that’s needed is a strong internet connection.

Future-proof comms with an adaptable and scalable solution

Regarding resources, VoIP systems are versatile and scalable when businesses start to grow. Adding and removing users doesn’t require significant hardware changes since there isn’t any hardware to begin with! Spikes in demand can be met with ease, and expansion doesn’t cause a massive drain on resources or overall productivity. Businesses are future-proofed and prepared for any significant changes in the field of telecommunications, primarily the PSTN Switch Off. Built-in redundancy and disaster recovery capabilities also give an added layer of business continuity in the case of unforeseen events. Investing in VoIP means telephony is modern and doesn’t risk becoming redundant, safeguarding the interests of the business at large.

Advanced, user-friendly features VoIP also has plenty of advanced functionalities that put it at the forefront of communication technology.

Call management and the ability to hold high-quality video conference calls, to name a few, give customers and employees an enhanced experience when communicating. Platforms are user-friendly and don’t require long and tedious training sessions to understand how each application works fully. The more time saved on getting up to speed, the more productive and efficient employees can be!

Enhanced security

Implementing a brand-new communication system always brings in security concerns, especially when businesses must stay in line with laws and regulations regarding data privacy, including HIPAA and GDPR. However, as IP technology has evolved and improved, advancements such as encryption, improved identity management, and Two-Factor Authentication (2FA) mean that VoIP is just as secure as traditional landlines. Live notifications and reporting also add that extra level of security for businesses, both large and small.

Collaborating and multitasking have always been challenging.

With a VoIP phone system at hand, businesses are set to succeed in the digital-first future that is on the horizon. Sending files while enjoying a high-quality call opens up a whole new way to collaborate and multitask, especially when platforms are brought together to allow information to be found and shared more easily. Streamlined processes, which are strengthened by advanced decision-making, provide a more substantial base to build a better relationship with customers and establish a whole new level of trust.

So, that’s what VoIP can bring to a business. There’s a lot that VoIP can offer businesses of various sizes, and it is undoubtedly an exciting time to be thinking about migrating to a VoIP phone system. However, when presenting the advantages of VoIP, it is appropriate to raise the downsides of VoIP to understand what this latest step in telephony entails.

The disadvantages of VoIP

Reliance on an Internet Connection

A digital-first future brings plenty of exciting steps forward. However, even though VoIP helps free employees from being tethered to their desk phones, an internet connection is still needed for it to work. VoIP cannot function and unleash its full potential and power without a reliable network with the appropriate bandwidth. A significant disruption in connectivity that takes a considerable amount of time to fix leads to further havoc for business continuity, leading to frustrated staff and disgruntled customers who can’t get in touch. Considering more than 60% of customers take their business elsewhere after a poor experience, keeping customers on your side is more important than ever.

Latency and jitter

Low-quality internet can also translate into low-quality calls, with the prospect of latency and jitter hanging over VoIP phone systems. Latency is defined as the ‘lag time’ between when the data packets are sent and when they arrive, meaning that a jammed ‘internet highway’ causes call quality to drop significantly. A misassembled sequence of data packets creates jitter, resulting in calls that cannot be deciphered or interpreted. Again, the reliance on a stable internet connection can cause some drawbacks for VoIP, especially when quality comes into question. It’s best to aim for a latency of 200ms or below to ensure that employees aren’t subject to this delay in data transfer.

Shortcomings during an emergency

Mobility is a strong advantage for VoIP, but when someone needs to make an emergency call, problems can arise. Landline calls made it simple for emergency services to trace the source of a call. Still, it’s difficult to pinpoint the call’s origin since VoIP calls come from an IP address, and these VoIP numbers aren’t associated with a particular broadcasting tower.

Moreover, a power outage renders VoIP inoperable, which is never ideal in an emergency, so businesses without a backup power supply cannot make any call. Copper-wired phones, meanwhile, would still be able to function.

Handling external security threats

We’ve already mentioned the positive aspects of VoIP security, but the reliability of a constant online connection does open security risks. Vishing, distributed denial-of-service (DDoS), and call tampering are all various methods that hackers and other hostile parties can deploy to steal critical business information. Security concerns should always be taken seriously, even if the bonus of end-to-end encryption and other security measures gives VoIP an added layer of security. Just like with any piece of software, there are disadvantages to keep.

In summary, VoIP presents significant advantages for businesses of all sizes, offering cost savings, flexibility, scalability, advanced features, and enhanced security. However, it also comes with challenges, including reliance on a stable internet connection, potential call quality issues, emergency handling concerns, and security threats.

When considering VoIP adoption, it’s essential for business leaders to evaluate their specific needs and invest in a robust network infrastructure to support this technology. Finding the right VoIP solution tailored to your business can drive success and growth, fostering closer collaboration and an enhanced customer experience.

Our team is waiting for your call to help your organisation to communicate better. Contact us today!

The Advantages of VoIP: Making the Right Choice for Your Business Phone System Introduction

The world of telephony is rapidly evolving, and Voice over Internet Protocol (VoIP) is at the forefront of this transformation. As businesses move away from traditional copper wire networks, hosted VoIP telephony is becoming increasingly popular. In this comprehensive guide, we will explore the advantages of VoIP, helping you make an informed decision for your business phone system.

Advantages of VoIP

1. Cost-effective Communication: VoIP significantly reduces communication costs compared to traditional landlines. Savings of up to 90% can be achieved, making it an ideal choice for startups and smaller businesses with budget constraints. The elimination of on-premise hardware and the ability to conduct video calls enable global communication without the fear of expensive phone bills.

2. Effective Hybrid Working Models: With the rise of remote and hybrid work, VoIP’s cloud-based nature allows seamless collaboration from anywhere with a strong internet connection. Employees can use their VoIP numbers through softphones and mobile devices, ensuring greater accessibility and flexibility.

3. Future-proof and Scalable: VoIP systems are highly adaptable and scalable, accommodating business growth without requiring major hardware changes. They are prepared for upcoming industry changes, such as the PSTN Switch Off, ensuring long-term relevance. Built-in redundancy and disaster recovery capabilities further ensure business continuity.

4. Advanced, User-friendly Features: VoIP offers a range of advanced functionalities, including call management and high-quality video conference calls, enhancing communication experiences for both customers and employees. User-friendly platforms minimize the need for extensive training, boosting overall productivity.

5. Enhanced Security: Modern VoIP systems implement advanced security measures, such as encryption, identity management, and Two-Factor Authentication (2FA), ensuring data privacy compliance. Live notifications and reporting provide added layers of security for businesses of all sizes.

6. Seamless Collaboration and Multitasking: VoIP enables efficient multitasking and collaboration, allowing employees to send files while on calls, streamlining processes, and fostering stronger customer relationships.

Conclusion

VoIP presents many advantages, making it an enticing option for businesses looking to modernize their communication infrastructure. With careful planning, a reliable internet connection, and robust security measures, businesses can harness the power of VoIP to drive success and growth.

If you’re considering implementing a VoIP phone system, explore trusted VoIP solutions that align with your business needs and goals. Embrace the possibilities of closer collaboration, enhanced customer experiences, and the many benefits VoIP can bring to your organization.

Our team eagerly anticipates your call, ready to empower your organization with improved communication. Reach out to us without delay and ignite the transformation today.

What is Hosted VoIP?

In the dynamic realm of modern business, effective communication is paramount for achieving success. To maintain a competitive edge, businesses must possess dependable and streamlined communication systems that can flexibly accommodate their changing requirements. This is precisely where Hosted VoIP emerges as a game-changer.

In this article, we will delve into the concept of Hosted VoIP and its potential to transform the way businesses communicate.

#Understanding VoIP

Before delving into the specifics of Hosted VoIP, let’s first grasp the fundamentals of VoIP. VoIP, short for Voice over Internet Protocol, is a technology that enables voice communication over the internet rather than traditional telephone lines. Instead of relying on conventional phone networks, VoIP converts voice signals into digital data packets and transmits them over the internet.

VoIP has experienced a surge in popularity in recent years due to its cost-effectiveness, flexibility, and advanced features. It empowers businesses to make and receive calls using their existing internet connection, eliminating the need for separate phone lines. This not only reduces communication expenses but also offers enhanced scalability and mobility.

The Evolution of VoIP: Hosted VoIP

While VoIP itself is a transformative technology, Hosted VoIP takes it to the next level. Hosted VoIP, also referred to as Cloud PBX (Private Branch Exchange), is a service where a third-party provider hosts and manages the VoIP infrastructure. This eliminates the need for businesses to invest in costly on-premises equipment or concern themselves with maintenance and upgrades.

With Hosted VoIP, businesses gain access to a wide array of advanced communication features without the burden of infrastructure management. These features encompass call forwarding, voicemail, auto-attendant, call recording, and more. Furthermore, Hosted VoIP seamlessly integrates with other business applications, such as customer relationship management (CRM) systems, amplifying productivity and efficiency. Benefits of Hosted VoIP Hosted VoIP presents numerous compelling advantages that make it an appealing choice for businesses of all sizes. Let’s delve deeper into these benefits:

Cost Savings: By harnessing the power of the internet for voice communication, businesses can significantly reduce their phone expenses. Hosted VoIP eliminates the need for separate phone lines and slashes long-distance charges, resulting in substantial cost savings.
Scalability: With Hosted VoIP, businesses can effortlessly scale their communication systems to align with their evolving needs. Whether expanding operations or downsizing, adding or removing phone lines becomes a seamless process.
Flexibility and Mobility: Hosted VoIP empowers employees to make and receive calls from anywhere with an internet connection. This flexibility enables businesses to embrace remote work and ensures seamless communication across multiple locations.
Advanced Features: Hosted VoIP offers a rich array of advanced features that enhance communication and collaboration. Features like call forwarding, voicemail-to-email, and virtual receptionist enable businesses to deliver exceptional customer service and streamline internal communication.
Reliability: Hosted VoIP providers prioritize high uptime and reliability by leveraging redundant data centers and robust network infrastructure. This ensures uninterrupted communication, even during unforeseen circumstances, allowing businesses to operate without disruptions.

Conclusion Hosted VoIP is transforming business communication with its cost-effectiveness, flexibility, and rich feature set. By embracing this solution, businesses can streamline their communication processes, boost productivity, and deliver outstanding customer experiences. If you’re seeking to elevate your business communication, it’s time to explore the potential of Hosted VoIP.

To delve deeper into the world of Hosted VoIP and discover how it can revolutionize your business communication, visit Fidelity Group’s dedicated Voice over Internet Protocol page.

A comparison of hosted telephone systems: Horizon and Teams

Hosted telephone systems are great for businesses and organisations with the infrastructure to support them. Not only do they provide a range of features for improving the flexibility and effectiveness of day-to-day communications, but they offer cost-saving benefits as well.

Now, what exactly do we mean when we talk about hosted telephone systems? In case you’re not entirely sure, hosted telephone systems are stored off-premises and hosted in the cloud. They essentially enable you to make calls (amongst other things) over the internet.

Obviously, it’s not always as straightforward as that. There are many hosted telephone systems available on the market, and each comes with its own benefits. Today we’ll be taking a comparative look at two of the most widely used: Gamma Horizon and Microsoft Teams.

A quick glance at the two
Gamma Horizon is a complete communications platform that provides an extensive range of fixed and mobile telephony capabilities. Microsoft Teams, on the other hand — well, Microsoft Teams is essentially the same thing.

Both systems are controlled via an accessible, user-friendly dashboard; both systems are software as a service, and both systems are easily configurable to an organisation’s changing requirements.

Most importantly, both systems allow you to make phone calls over the internet. But there are quite a few key differences between the two.

Perhaps the biggest distinction is Microsoft Teams’ focus on internal communications. As a platform, Teams primarily classifies itself as “group chat software” and doesn’t natively cater to businesses and organisations requiring dedicated external comms — at least not without integrating a separate telephone system for making and receiving outside calls.

Microsoft Teams predominantly facilitates the work environment — combining messaging, voice, video, conferencing and a plethora of features designed to bring teams together (hence the name) and enable collaboration.

On the flip side of things, Gamma Horizon is equally comprehensive with its call handling and management features, but it takes things even further by supporting external comms right out of the box. Couple this with business continuity features that are inherent in all cloud-based telephone systems, and Gamma Horizon immediately stands out as an all-in-one solution for any organisation where maintaining customer service/communications is paramount.

A closer look at key benefits
Now that we’ve got the formalities out of the way, let’s dive into some common features across both platforms and the collaboration benefits they bring:

Call allocation — Create groups for distributing and allocating calls across your team
Call park — Hold a call and pick it up on another phone
Call pickup — Answer a group member’s phone
Call transfer & handling — Transfer a call to any internal or external number
Conference calls & meetings — Hold voice and video meetings with up to 15 members
Click to call — One click or touch to call
Company directory — Group contacts across your site, department and company from a single handset
Group calling — Go from 1:1 calling to multiple participants
Multi-device — Have your choice of devices ring for incoming calls
Multi-media messaging — Exchange messages (Chat), video files and images
Voicemail — Play a message from your desktop and share with your team

When it comes to hosted telephone systems, Horizon and Teams are both solid choices for enhancing your organisation’s communications. Neither platform is necessarily better than the other, but there may be one that’s better suited to your current infrastructure and comms requirements.

If, for example, you are already embedded with Microsoft Office 365, then you will likely side with Teams. On the other hand, if you require an out of the box solution that supports both internal and external comms, then you’re probably better off with Horizon. Gamma Horizon supports external comms while enhancing internal communications through conferencing, video and a diverse suite of chat/update features for enabling group collaboration.

In either case, expert advice from a trusted provider is always encouraged. As a platinum Gamma partner, we at Fidelity Group have extensive experience assessing the best-hosted telephone systems for businesses of every size, in every sector.

We deliver unique, tailored solutions designed to nurture your communications, improve operations and strengthen your business. We then bolster this with 24/7/365 dedicated technical support and customer service. Our goal is to keep you connected and communicating always. Building relationships that last.

Speak to a member of our team today and see how we can implement the best telephony solution to accommodate your needs now and longer-term.

ISDN Switch-off – What you need to know

Ever since it was initially introduced in 1986, ISDN (Integrated Service Digital Network) has provided enhanced telecommunications to millions of businesses across the UK.

Considered a technical marvel at the time of its release, ISDN allowed for both voice and data services to be delivered over digital lines simultaneously. This not only paved the way for the high-speed internet era of the ’90s but also made it possible to incorporate early video-conferencing with traditional analogue phone systems.

With the recent advances in broadband connectivity, however, ISDN is now considered an outdated legacy system. And back in 2015, BT released a statement that it would phase out ISDN, with a view to switching off and permanently deactivating the network in 2025.

If this is the first time you’re hearing about the matter, then you’re not alone. As of right now, just over 2 million UK businesses are using an ISDN connection, with roughly a quarter unaware that the switch-off is even happening (source. TalkTalk).

But don’t worry, here’s everything you need to know.

What is ISDN and why is it being switched off?
In very simple terms, ISDN is a digital line that runs through copper wiring. Unfortunately, the main issue with ISDN is that it relies on physical infrastructure, the copper lines, which are costly to maintain and limited in their capabilities.

Newer connection types, such as FTTP and FTTC, use fibre technology, which is easier to maintain and provides better and quicker connectivity. As a result, copper lines will no longer be used for voice. However, the copper will remain in some circumstances, such as in FTTC — which is fibre to the cabinet and copper to the premises — but just for data purposes.

In either case, fibre technology looks to be the way for the future.

Businesses already using fibre typically benefit from 1,000 times more bandwidth, greater reliability, and up to 10 times faster internet speeds than using traditional lines. Having that faster, more reliable connectivity you get with fibre makes daily operations management a lot more efficient (think accessing your main server, uploading and sharing files and collaborating on the same work document etc.).

However, the most important change from the ISDN switch-off will be the effect it has on your existing telephone system.

Fibre and hosted telephone systems
As we mentioned earlier, copper lines will no longer be used for voice. This means anybody with an ISDN connection may need to update it to enable SIP functionality before the switch-off takes place. This will give businesses the option to move across to a hosted telephone system.

Hosted telephone systems operate via a data network hosted in the cloud instead of a circuit-switched network dedicated purely to telephony (e.g. ISDN) and are used to make calls (amongst other things) over the internet.

Typically referred to as VoIP (Voice over Internet Protocol), making calls over the internet is generally cheaper and offers greater flexibility than traditional phone systems. That’s not to say that on-premises systems aren’t flexible, as they certainly provide a solid foundation for any comprehensive comms strategy, especially when integrated with the right hardware. It ultimately comes down to what system best meets your requirements going forward.

We covered many key benefits of hosted telephony in one of our previous blogs, as well as the differences between fully hosted solutions, hybrid solutions and on-premises solutions. For anybody unsure what those benefits and differences are, you can take a closer look here.

What should I do next?
Despite 2025 seeming a long way off, it’s always better to get a head start on preparations to ensure as smooth a transition as possible. Here at Fidelity Group, we can facilitate that transition for you — ensuring you have the right infrastructure in place to accommodate your communication requirements going forward in the digital age. We deliver unique, tailored solutions that are designed to nature your communications, improve operations and strengthen your business. We then bolster this with 24/7/365 dedicated technical support and customer service.

We can also look at your current setup, operations and activities to equip your business with the best combination of software and hardware, including mobile, to keep teams better connected and customers satisfied.

To discuss how the impending ISDN switch-off may affect your business and how you can take full advantage of hosted telephony, contact our experienced team today.

What is the best telephony system for remote working?

As Government restrictions continue to tighten, it looks as though businesses everywhere will be required to adopt longer-term remote working conditions for the majority of their staff.

According to the UK’s Office for National Statistics, nearly half of all adults in employment were working from home due to last year’s social distancing measures. Now that efforts to maintain distancing throughout the most recent wave have only increased, it’s fair to say those numbers are likely to continue to grow.

In short, 2021 is shaping up to be another challenging year for everyone. Ensuring your business has a robust communication strategy in place for internal teams and customers has never been more important. This is where having the right — make that best — telephony system is going to be most vital.

So, where do you even begin to start?

On-premises, hosted telephony or both?
Whenever we think about remote working, it’s common to think only about using VoIP (Voice-over-Internet Protocol) via a hosted telephony system. After all, a hosted voice system is stored in the cloud, with calls, signalling and features handled off-site.

Not only is VoIP typically cheaper than traditional calls but hosted telephony systems are also incredibly agile, accommodating a myriad of communication and collaboration requirements for teams working remotely. This includes multi-media messaging, file-sharing and the ability for users to set up a personal device to function as their work telephone; receiving and making calls using an existing business telephone number from their mobile.

For internal teams, scattered across multiple locations, this can prove invaluable for making sure day-to-day operations continue as usual. For external-facing teams, such as customer support and sales teams, this can mean all the difference between excellent customer service and the permanent loss of a client due to a communication breakdown.

Sounds like a pretty open and shut case, right? Well, not exactly.

Not everybody has the infrastructure or internet speeds to accommodate this kind of setup. For some organisations, an entirely on-premises system will be their only viable option. These systems are known as on-premises PBX (Private Branch Exchange) and are typically what we think of whenever we think of a traditional analogue or ISDN phone system.

At face value, PBX systems do appear to lack some of the qualities afforded by cloud-based systems. However, they still provide a solid foundation for building a comms strategy that will enable staff to work remotely, especially when integrated with the appropriate hardware. There are some extraordinary handsets and products available to broaden your on-premises system’s capabilities, giving teams greater functionality and flexibility.

If your business still uses traditional analogue and ISDN lines, it may be possible to implement a hybrid solution. Hosted PBX systems (also known as IP-PBX) combine the best elements of an on-premises system with all the benefits and flexibility of a system that’s hosted in the cloud. This means they can handle voice calls, video calls, data, and link up with a wide range of applications essential for teams collaborating both on-site and out of the office. In short, they make unified communications across an entire organisation simple and seamless.

And the answer is…
So, after all, is said and done, what exactly is the best telephony system for working remotely?

The answer to that question will ultimately come down to the depth and breadth of your organisation — as well as the logistics of being able to implement some of the options we’ve outlined in this article. Not all telephony systems are created equally, and not all businesses are completely alike.

Here at Fidelity Group, we don’t believe in a one-size-fits-all approach to telephony. We see every business as an individual, ensuring our clients receive the best solutions to meet their staff and customers’ needs.

One possible solution is Horizon Collaborate. With a comprehensive range of features, designed to work across a wide range of devices and operating systems with minimal connectivity requirements, including file-share, video and multi-party conferencing, this unified comms platform offers a more complete solution for teams working both on-site and remotely.

2021 is going to bring a myriad of challenges to businesses everywhere. Speak to us today and discover how we can implement the best telephony solution to accommodate your communication needs now and in the longer term.

Category: VoIP