A company with VoIP operates as a large corporation 28.12.2010
Small and medium enterprises account for the most dynamically growing group of users of Internet telecommunication services. They are drawn to VoIP not only by savings on their telecommunication bills, but also by advanced added services. Thanks to these services even self-employed entrepreneurs can enter the telecommunication world which until recently has been reserved for corporations.
A telephone exchange without any additional investment and obligations
Everybody who at least once called his or her bank or insurer knows services such as automatic welcoming message, extension numbers allowing to access relevant information or information that a call is recorded. These and many more advanced telecommunication services would be also useful for a small or medium enterprise, if not the cost. Over ten thousand zloty for a traditional PBX exchange with similar functionalities usually prevents it. What if the price would amount to more or less ten zloty per month and one could select only services which are required? All this without any additional investment or long-term obligations. This his how VoIP operators provide their added services. They offer functionalities of an advanced PBX exchange which, however, is not installed in an office, but on servers of VoIP provider.
To launch required services you just need to login to a customer panel available on the Internet and click selected options. For example, you need to launch just a few tools to obtain a system of messages and transfers as described above on FreecoNet platform which offers the most advanced package of added services in comparison with other VoIP operators in Poland. All together they constitute a single, advanced IVR system with a voice synthesizer. By using it we can easily create welcome and other messages. You just need to enter text in an appropriate field. „Menu” and „Select extension" services allow you to redirect a call to an appropriate person in your company. The option „Condition” handles the system which automatically connects callers to appropriate users, e.g., depending on a day of a week or depending on a caller (e.g., a foreigner could be directed to an English speaking consultant).
"Find me" is another useful service. An intelligent system allows a user to indicate more than one place where he or she could be located. The system will try to connect a call to these locations in a preset order. You can always use a "Voice mail" which also sends a recorded message to an indicated e-mail address. - "Thanks to these services we can by ourselves implement an interactive call handling structure in a company within 15 minutes. Then you don't need to waist any more time on answering calls to someone else or run from room to room looking for the right person" - explains Mr. Jan Wyrwiński, President of the Board of FreecoNet Tlenofon SA.
Virtual equipment
PBX exchange is not the only virtual machine which you can use in your office. There is also, for example, a fax machine. To use it you just need to launch if from your customer panel. Fax messages in various forms can be sent by numerous means, from a virtual fax console, by selecting an appropriate printing option, or by sending an e-mail with a document to a specific address with recipients' fax numbers in the title. Received fax messages can be directed to an e-mail account our made available on the Internet through a virtual fax console. In addition to convenience, use of virtual fax services generates significant savings. You don't need a separate telephone line, invest in expensive and big machines or buy consumables such as paper and toners. It is also easier to maintain an archive of documents. Every company could also use the mass fax sending option with possible personalization of messages.
A call recorder is also very useful. VoIP also include a virtual equivalent of this machine. It records incoming and outgoing telephone calls which can be stored on a server of a user or VoIP provider. Virtual recorders usually include advanced setup options. A user can, for example, determine when calls you be recorded, from which numbers or number zones. Call recorders are very useful for customer service departments, but not only. They can also help when you contact difficult customers who tend to "forget" about issues discussed on a phone resulting in disputes. Recording can easily resolve disputes or, under extreme circumstances, be used as evidence. There is also a significant advantage related to identification of the best and the worst customer service practices and using recordings in training.
We also offer a more cost-effective, virtual equivalent of a call-center. You just need to activate the service from your Internet customer panel and start development of a professional customer service system with a support of a group of consultants. If all consultants are busy, a customer receives a busy tone with an information about his or her number in a queue or any other, previously determined message. When a consultant completes a call, the first call from a queue is directed to him or her. Other callers receive information about their current position in the queue. Other parameters of the service can be determined too, e.g., the maximal waiting time.
The future is clear
The outlined telecommunication services constitute just examples of a very broad offer provided by VoIP operators. Due to these services and low prices of calls, Internet telephone services increasingly take over place of traditional telecommunication services in the sector of small and medium enterprises. - "Results of a survey of companies in USA conducted by Atlantic-ACM show that as many as 27 % of them plan to migrate to VoIP this year alone. Similar forecasts were published by another research company, In-Stat which claims that penetration of American companies by VoIP telecommunication services will increase from 33 % in 2009 to 79 % in 2013. The situation in Poland is similar. For example the latest report by UKE indicates that the VoIP telecommunication market grew by 35% between 2008 and 2009. Traditional operators clearly loose the SME sector and nothing indicates that it could change. They simply have no flexibility and technology development dynamics which characterizes VoIP providers" - concluded Mr. Jan Wyrwiński.
A telephone exchange without any additional investment and obligations
Everybody who at least once called his or her bank or insurer knows services such as automatic welcoming message, extension numbers allowing to access relevant information or information that a call is recorded. These and many more advanced telecommunication services would be also useful for a small or medium enterprise, if not the cost. Over ten thousand zloty for a traditional PBX exchange with similar functionalities usually prevents it. What if the price would amount to more or less ten zloty per month and one could select only services which are required? All this without any additional investment or long-term obligations. This his how VoIP operators provide their added services. They offer functionalities of an advanced PBX exchange which, however, is not installed in an office, but on servers of VoIP provider.
To launch required services you just need to login to a customer panel available on the Internet and click selected options. For example, you need to launch just a few tools to obtain a system of messages and transfers as described above on FreecoNet platform which offers the most advanced package of added services in comparison with other VoIP operators in Poland. All together they constitute a single, advanced IVR system with a voice synthesizer. By using it we can easily create welcome and other messages. You just need to enter text in an appropriate field. „Menu” and „Select extension" services allow you to redirect a call to an appropriate person in your company. The option „Condition” handles the system which automatically connects callers to appropriate users, e.g., depending on a day of a week or depending on a caller (e.g., a foreigner could be directed to an English speaking consultant).
"Find me" is another useful service. An intelligent system allows a user to indicate more than one place where he or she could be located. The system will try to connect a call to these locations in a preset order. You can always use a "Voice mail" which also sends a recorded message to an indicated e-mail address. - "Thanks to these services we can by ourselves implement an interactive call handling structure in a company within 15 minutes. Then you don't need to waist any more time on answering calls to someone else or run from room to room looking for the right person" - explains Mr. Jan Wyrwiński, President of the Board of FreecoNet Tlenofon SA.
Virtual equipment
PBX exchange is not the only virtual machine which you can use in your office. There is also, for example, a fax machine. To use it you just need to launch if from your customer panel. Fax messages in various forms can be sent by numerous means, from a virtual fax console, by selecting an appropriate printing option, or by sending an e-mail with a document to a specific address with recipients' fax numbers in the title. Received fax messages can be directed to an e-mail account our made available on the Internet through a virtual fax console. In addition to convenience, use of virtual fax services generates significant savings. You don't need a separate telephone line, invest in expensive and big machines or buy consumables such as paper and toners. It is also easier to maintain an archive of documents. Every company could also use the mass fax sending option with possible personalization of messages.
A call recorder is also very useful. VoIP also include a virtual equivalent of this machine. It records incoming and outgoing telephone calls which can be stored on a server of a user or VoIP provider. Virtual recorders usually include advanced setup options. A user can, for example, determine when calls you be recorded, from which numbers or number zones. Call recorders are very useful for customer service departments, but not only. They can also help when you contact difficult customers who tend to "forget" about issues discussed on a phone resulting in disputes. Recording can easily resolve disputes or, under extreme circumstances, be used as evidence. There is also a significant advantage related to identification of the best and the worst customer service practices and using recordings in training.
We also offer a more cost-effective, virtual equivalent of a call-center. You just need to activate the service from your Internet customer panel and start development of a professional customer service system with a support of a group of consultants. If all consultants are busy, a customer receives a busy tone with an information about his or her number in a queue or any other, previously determined message. When a consultant completes a call, the first call from a queue is directed to him or her. Other callers receive information about their current position in the queue. Other parameters of the service can be determined too, e.g., the maximal waiting time.
The future is clear
The outlined telecommunication services constitute just examples of a very broad offer provided by VoIP operators. Due to these services and low prices of calls, Internet telephone services increasingly take over place of traditional telecommunication services in the sector of small and medium enterprises. - "Results of a survey of companies in USA conducted by Atlantic-ACM show that as many as 27 % of them plan to migrate to VoIP this year alone. Similar forecasts were published by another research company, In-Stat which claims that penetration of American companies by VoIP telecommunication services will increase from 33 % in 2009 to 79 % in 2013. The situation in Poland is similar. For example the latest report by UKE indicates that the VoIP telecommunication market grew by 35% between 2008 and 2009. Traditional operators clearly loose the SME sector and nothing indicates that it could change. They simply have no flexibility and technology development dynamics which characterizes VoIP providers" - concluded Mr. Jan Wyrwiński.
