Learning Center
Are You Ready To VoIP?
Unless you've been on an extended hiatus in the Australian outback, you've probably heard somebody use the word "VoIP." VoIP stands for "Voice over Internet Protocol" and the reason it's being used so much is that, quite simply, it saves businesses money.
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The Hosted PBX Myth
Hosted PBX systems often seem like a great deal for many businesses to get a phone system up and running quickly, easily, and cheaply. However, there are a number of problems with hosted solutions that you should be aware of. Fonality offers a best-of-both-worlds solution Hybrid-Hosted PBX that addresses all of them.
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Sifting Through the Maze: Evaluating Phone System Options
When a new business is starting up, there are all kinds of decisions that need to be made and tasks that need to be accomplished, including finding office space, hiring new employees and looking for customers. Companies with five or more employees also need a business phone system, which should be easy, right? Learn about evaluating business phone system options.
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Steps to Buying and Setting Up PBXtra
Transforming the way you do business with a new PBXtra phone system is easy. Read the 5 easy steps to buying PBXtra, and how to prepare your network for installation.
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Hybrid-Hosted: Best of Both Worlds
There has been much discussion within the trade press and at some industry seminars that center around the “Hybrid-Hosted” model that Fonality has developed for PBXtra. Learn more about what hybrid-hosted is, what the benefits are, and the common misperceptions of it.
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PBX Phone Systems
What is a PBX phone system and why do you need one?
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VoIP Phone Systems
With consumer companies such as Skype and Vonage, VoIP is all the buzz these days. What is VoIP and what are the benefits of VoIP?
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Asterisk-Based Phone Systems
Fonality PBXtra is an Asterisk-based phone system, the dominant open-source IP PBX software solution for IP-PBX systems. Learn how Fonality has modified Asterisk to create the most simple to use, easy to manage, and reliable phone system for small and medium-sized businesses.
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Today’s Advanced Call Center
Using computer telephony integration (CTI), today’s advanced call centers can now integrate all customer contact methods — including voice, email, web, fax, and SMS — with computer systems such as customer relationship managers (CRMs) or enterprise resource planning (ERP) programs. The result is increased call center agent efficiency, productivity, and effectiveness.
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Call Center Software
Chances are you’re reading this because you’re interested in call center software for your business or call center. The term call center software generally describes any piece of software used in a call center environment that aides in increasing call center revenues, productivity, customer experience, and efficiency. Call center software is a crucial component to consider when building or revamping your call center.
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Call Center Solution
You don’t have to be an expert on call centers in order to select the right call center solution for your business. The following are a few simple issues to keep in mind when considering a call center solution...
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Customer Service Call Center
Whether you are selling the latest widget, printing stationary or consulting, your business depends on the level of service you are able to provide your customers. This is why a customer service call center is so important.
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Inbound Call Center
Inbound call centers deal exclusively with inbound telephone calls from company customers. Often companies have both outbound and inbound call centers in order to best meet their business and customer needs. Since call centers rely so heavily on telephony, as well as their customer relationship management (CRM) and enterprise resource planning (ERP) software, the recent advances in Voice over IP (VoIP) technology have dramatically changed call center capabilities.
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Introduction to Phone Systems
A phone system is a business communication system that provides businesses of all sizes with the ability to centrally manage telephone calling. Phone systems were first introduced by telephone service providers who used early versions to properly route telephone calls. They began growing in popularity as they began saving businesses money on internal calls. Phone systems now provide a variety of call control functionality, including the capability to...
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PBX
Don’t you just hate acronyms? Most people do. If you have spent any time in telephony you probably already know what a PBX is. If, however, you are like the 99% of the rest of the world, you are going to feel a little relief when you find out what a PBX is. PBX is actually an acronym for the term Private Branch Exchange. A Private Branch Exchange (PBX) is a telephone exchange that operates a local business or office’s telephony service. In other words, a PBX is the technical term for a phone system.
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VoIP
VoIP, an acronym for Voice over Internet Protocol, is commonly defined as the communications technology that allows businesses to make phone calls over the Internet. VoIP has gained in popularity over the last three years as a way for businesses to lower their communications costs and increase worker productivity and operational efficiency via a remote workforce, as well as improve many business processes through voice integration.
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Business VoIP
It has always been said that there is more than one way to skin a cat; an age old adage that rings very true when it comes to business phone systems. The truth is not all business phone systems are equal. If it seems to you that business phone systems vendors do nothing more than confuse you with features, functions and technical jargon in your search for answers, you are not alone. Fortunately for you, selecting from the different business phones systems doesn’t have to be a journey filled with frustration; it can actually be easy.
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Call Center Agents
Your call center agents are the life blood of your call center. Their productivity, efficiency and ability to effectively communicate are all paramount to success, both for them as individuals and for you as a company. You probably already know this — but something tells me that you think you can do improve your call center agents.
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Call Center Applications
When you hear “into one” you are likely thinking “all-in-one, master of none” — with the IP communications that’s not the case. With IP communications, all of your essential call center applications are present.
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Call Center Consultants
You run a call center. It is the lifeblood of your business. So, you care about maximizing its results.
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Call Center Equipment
You know that running a successful call center is as much about the call center agents as it is the call center equipment. After all, it doesn’t matter how empathetic that customer service agent is or how convincing that sales agent is if your call center equipment is not maximizing productivity and efficiency. While there haven’t been many advances in the modern call center agent in the last decade, there has been a few when it comes to call center equipment.
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Call Center Management
Your call center is an important part of your business. That’s why call center management is so important to you. But as you know, call center management is no easy task. It takes a combination of tactful call center agent management and the right call center management software in order to get the most out of your call center. While call center pundits and industry insiders will debate for the ages whether call center agent management or call center management software is a more important part of the equation, one thing that both sides of the debate will agree on is that call center management software is getting easier to use, more cost effective and fully integrated resulting in amazing improvements in service, experience, productivity, efficiency and of course, profitability.
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Call Center Monitoring
Customer interactions, more over your customers experience’s with your call center is critical. You need to ensure that each and every one of your call center agent’s is delivering the same outstanding customer experience that your company has been built upon. That’s why your call center monitoring and the software you are using to do it are so important to your call center’s success. Face it, the only way to properly train, coach, measure and ensure call center agent performance is with solid call center monitoring. Since call center monitoring is so important, it more than just your gut and grit to improve your call center agent’s performance — it takes great call center monitor software. Let’s take a look at how call center monitoring software can help you do a better job monitoring your call center.
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IP PBX
You might already be familiar with the term PBX, or Private Branch Exchange, a term that has been used for decades to describe the business system that handles the call control functionality of a business or office endpoints (telephones, fax machines) and telephone lines. In essence, a PBX is what most of us call a phone system.
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PBX System
A PBX system (PBX stands for Private Branch Exchange) is a telecommunications industry term used to describe what you know as a phone system. A PBX system is also referred to as a PABX (Private Automatic Branch Exchange) or EPABX (Electronic Private Automatic Branch Exchange). Regardless of what you or others like you call it, a PBX system handles the connections between a company’s internal phones and handles their connection to the PSTN (Publicly Switched Telephone Network).
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VoIP PBX
VoIP, in simple terms, is a technology that allows voice calls to be transported over a network (such as your LAN or the Internet). VoIP provides the same sort of calling experience as you are use to with your landline at home or POTS lines at work, it’s just delivered differently as it uses IP (Internet Protocol) as the underlying transport mechanism for calls
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Virtual PBX
A virtual PBX (or hosted PBX) is similar in features and functions to a traditional PBX (short for Private Branch Exchange), but rather than having to house and maintain a physical PBX at your office, your PBX functionality is delivered via a virtual PBX provider through your Internet connection.
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