3 Best Telephony Software with Buyers Guide

Bitrix24

Free VoIP phone system Works both as internal PBX system and contact center for inbound & outbound calls Fully featured free CRM Clients call gets recorded in CRM and identified Connected to assigned manager Callss logged & recorded Best suits remote teams to collaborate efficiently

VoIP.ms

Canadian voice-over-internet protocol Bring-your-own-device provider Vast range of standard telephony features Enhanced communication features Simplifies business & residential communications Fully customizable interface Good Affordable Reliable home phone service

ShoreTel VoIP Phone System

Full Service Communications Firm Save money Improve productivity Experts in the areas of data networking LAN & WAN Business solutions Video conferencing Wireless networking Wi-Fi Networking security Structured wiring Cloud-based on-premise services

Telephony Software

Telephony Software, also called a business phone or Voice over Internet Protocol (VoIP) system, uses internet-enabled devices like laptops, smartphones, and desktops to make and receive phone calls. The software convert two-way messages into digital packages to be delivered over the internet to facilitate calling between two or more people in real time.

Businesses utilize telephony software to act as a mediator in wide variety of operations which include lead generation, sales and marketing, and customer support.

Advantages of Telephony Software

Decreased call cost: Traditional phone lines permit only one call at a time and charges on a per minute basis. On the other hand, VoIP systems permits users to make multiple calls at any given time with the use of the same internet connection and bandwidth. Business organization have to pay is their monthly broadband bill that brings the individual call cost to a fraction of the cost, like that of a traditional phone call.

All-inclusive service packet: Phone carriers utilizes services by users which they have to pay extra for subscribing to additional services such as video conferencing, call forwarding, national and international roaming, and group calling. Users don’t have to make any special requests to their service provider to activate these features with telephony systems, as they are already included in their package. Telephony software can also be used to perform various other operations in addition to other such as recording, transferring digital files, and storing call data securely.

Freedom of scalability: Unlike traditional phone systems, which are taken as difficult to scale as the business increases, telephony systems provide more scalability and flexibility in terms of expanding network bandwidth and adding new network lines, all while remaining cost effective. You can also reduce the number of lines in the same way, if you are planning on reducing the business or downsizing. Most of the software available in the market permits you to pay for what you use, making them economical and effective for businesses of all sizes.

Mobility: Mean opinion software (MOS) telephony systems provide either web-based portals or mobile accessibility that offers you the freedom to run the business from anywhere, at anytime. Users require to log in to the respective account to start making and receiving phone calls from any internet enabled device. Unlike traditional phones, telephony solutions are not restricted by the network coverage of their service provider. Users don’t even have to pay extra for national and international roaming.

Features of Telephony Software

Call center management: Managing call center operations like call answering, call distribution, setting up the interactive voice response (IVR), and more.

Voice and data integration: Integrating voice and data into a single data packet for transferring between two parties over the internet.

Inbound reporting: Reporting important metrics of an inbound call center, like the number of calls answered and received, agent performance, call conversion rate, etc.

VoIP: This is a service that permits businesses to make calls thru any of the internet enabled system.

Call monitoring: Barging into and monitor calls taken by agents and new employees for performance monitoring, training, and quality inspection.

Price of Telephony Software

Most products in the market are priced on a “per user, per month” basis along with additional call charges and can be divided into three pricing tiers based on their starting price. A premium product is priced higher and has some additional features like dedicated account manager, a power dialer, third-party integration and service level agreement (SLA) monitoring.

Considerations while Buying Telephony Software

Ensure reliability and security of the software: Security is a important factor while shortlisting telephony software, since the software and its associated infrastructure will be handling the business communications end-to-end. So ensure the software chosen must be able to encrypt all of the messages. It is also a good idea to have additional security measures like single sign-on, multi-factor authentication, user action monitoring, and role-based permissions and access.

Check for what existing customers are saying: When it comes to purchasing a telephony software, reviews from present customers can be of great help to evaluate the call quality and the level of service offered by the service providers. Look for popular names on various software reviews and rating websites to read about the software and reviews made by them before making up your mind to buy any software.

Validate support and training provided by the seller:  After shortlisting the sellers , check to see what kind of support options are provided with the software package, and note how understandable and easy it is to get a hold of the seller’s customer support team. Check what kind of support the seller provides during implementation and after the installation. Validate all the support in terms of training manuals, on-boarding videos, a troubleshooting knowledge base and support videos to check and count how comprehensive the seller’s  customer support system is.

Telephony Software Trends

Global phone business system market is expected to increase manifold: From using landline phones for making calls to using the internet for calling, business of telephony systems have come a long way. The number of corporate VoIP subscribers worldwide is projected to reach 210 billion in 2021. This will help in driving the business telephony solution market share to grow from $3.5 billion in 2014 to $145 billion in 2022.

Artificial intelligence (AI) chatbots will help customer interactions in future: 97% of all customer interactions, it can be it text or call, will be fully powered by AI-enabled chat bots by 2027. 86% of consumers will initially have some sort of interaction with a bot by 2021 before actually speaking to a human being. AI can provide for call centers in various ways which may include recognizing speech patterns, language translation, and agent skills to route calls to suitable reps, analyzing customer history for delivering better customer service, and more. Telephony software developers will begin to add AI and bot capabilities to the pre-existing telephony software.

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