Tags: unified communications

How the Hybrid Workforce Has Brought Cloud-Based Phone Systems to the Forefront of Business

Posted by Jim Richardson on Posted in Cloud, Unified Communications Tagged , , , , , , , ,

Cloud-based phone systems have exponentially grown in popularity over the past few years. Improved ROI, decreased cost, and easy scalability are just a few of the many benefits they offer.

With the recent increase in work-from-home employees, cloud-based business phone systems are now an indispensable part of the hybrid workforce.

Workers can utilize the same phone system tools as their office counterparts, no matter where they are physically located—through their laptop, IP phone, tablet, or cell phone.

Are you like many of our customers and wonder, what is a cloud-based phone system? Read on to learn more about how the hybrid workforce has affected cloud-based phone systems and the value you’ll get from installing one.

What are Cloud-Based Phone Systems?

Traditional phone systems (PBX) require expensive on-site servers and annual software subscriptions. When something goes wrong, it becomes a 911 rush to find a qualified technician to come out and fix the problem.

Cloud-based phone systems, such as UNIVERGE BLUE from NEC, offer a fully-featured phone system with high-definition (HD) audio and a wide range of features, such as:

  • Call Park
  • Call Forwarding
  • Find Me/Follow Me
  • Hold Recordings or Music
  • Conferencing
  • Messaging Applications

The cloud-based phone system provider handles the server and software maintenance. This helps eliminate the huge monthly expense of on-premises servers and software licenses as well as helps reduce on-site maintenance and management labor costs.

We have found that our customers can save an average of 15-25% over the life of the phone system when making the switch from an on-premises system to a cloud-based system.

Benefits of Cloud-Based Phone System

Cloud-based phone systems offer a wide range of benefits, such as:

  1. Reliability—cloud-based phone systems offer a 99.999% uptime backed up by a Service Level Agreement.
  2. They’re easy to scale without a huge investment. When you need to add new lines, simply call the company hosting your system and inform them. They’ll make the changes on their end without any effort on your part.
  3. Reduced hardware and labor costs—you don’t need an on-site control box, and all maintenance is done in the cloud. This means that your equipment is continually updated with the latest security patches/etc. When updates are available, the phone will let you know, and updating is as simple as clicking a button on your phone.
  4. Easier to connect with customers—you can place phone calls and send text messages that appear to come from the company regardless of if the app is installed on an employee’s personal cell phone.
  5. Some systems, such as UNIVERGE BLUE, come with a transcription feature. If someone misses a phone call, they can look at their email and see who left the voicemail, along with a transcript of what they said.
  6. A cloud-based phone system is much more secure than a premises system. For example, an old premises-based phone system can be hacked—attackers will randomly call and recognize the voicemail prompt, and from there, they can tell what system it is.

The hacker can then enter the user’s system, start making international calls, and racking up substantial long-distance bills. With the cloud, that’s eliminated because everything is encrypted, and NEC and their security specialists handle all the security stuff.

Cloud-Based Phone Systems Have Evolved Due to the Hybrid Workforce

According to many sources, the hybrid workforce is not only here to stay—workers and job applicants will start actively seeking companies that offer it. Cloud-based companies have seen the increased demand and are now offering a wide range of additional features and benefits such as:

  1. The ability to connect to the cloud from any internet-connected device. If you’re working in the office in the morning and pack up to go home after lunch—you won’t have to bring any additional equipment to work from home or in the field. When using a cloud-based phone system, you won’t have any concerns on having to take work equipment with you to stay connected.
  2. You can also work from a cell phone signal instead of a traditional home or office internet connection. Workers will still have access to the cloud-based phone system when power outages occur, provided they can receive a cell phone signal.
  3. With UNIVERGE BLUE, employees have a choice when using their personal cell phone. They can choose to take and make calls from the mobile client where the caller ID shows up as coming from the company or they can call directly from their cell phone where their personal caller ID is displayed to the person on the other end. System administration is super easy with the cloud-based phone system’s web-based portal.
  4. Many applications have also been developed to help people in the hybrid work environment. These include messaging, productivity, and collaboration tools such as call flip, SMS text, file sharing, team chat, and web meeting.

Is a Cloud-Based Phone System Right for You?

The value and benefits offered by cloud-based phone systems have far-surpassed traditional PBX on-premises phone systems. You and your employees will experience increased productivity, flexibility, and productivity, while employers will save money by being able to effortlessly scale up or down as needed.

UNIVERGE BLUE CONNECT is an easy-to-use cloud-based communications platform that helps employees to be more productive and collaborative. It includes a full-featured phone system combined with chat, web/video conferencing, basic contact center functionality, and file sync, share, and backup capabilities.

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

Choosing the Best-Fit Unified Communications Partner: 5 Must-Have Characteristics

Posted by Josh Loinette on Posted in Cloud, Contact Center, Enterprise, Servers and Storage, Unified Communications Tagged , , , , , ,

Are you ready to support a hybrid workforce?

Google and Economist Impact recently completed a survey which says 75 percent of respondents believe hybrid/flexible work will be standard practice within their organizations in the coming three years.1

Working with remote teams and allowing for flexible schedules requires robust communication and collaboration tools. In addition to reliable, instantaneous conversations and multichannel messaging, asynchronous features will be critical to successful information exchanges.

Unified communications (UC) technologies are essential to support ongoing digital transformation. To maintain productivity, creativity and team engagement, as well as exceptional customer experience, it’s important to partner with the right UC vendor to support your business goals.

Discover how UNIVERGE BLUE® can reimagine your business through hybrid working.

Here are five must-have characteristics of the best-fit UC partner:

1. All-Inclusive – Look for a partner who can provide your complete cloud communications needs — including voice, chat, video conferencing, file sharing, multi-channel contact center, data management, backup and security solutions.

Fifty percent of businesses that have consolidated their applications reported an improved ability to keep up with customer expectations, according to Forrester.2

Bundled UC solutions offer cost savings and the simplicity of one bill. You get the convenience of going to one place for customer support, while minimizing the need to toggle between applications.

NEC’s newly integrated UNIVERGE BLUE CONNECT & ENGAGE combines Contact Center (CCaaS) with Unified Communications as a service (UCaaS) to make employee collaboration easier and customer communications smoother. Business communications are simplified and teamwork is improved since the one-stop shop approach reduces complexity and costs. Plus, user experience and customer experience (CX) are upgraded because the platform is accessible on a single pane of glass.

By consolidating your employee collaboration and customer experience solutions, you receive:

  • Faster Service Speed – Advanced call management tools unified within ENGAGE enables users to resolve customer inquiries faster
  • Better Productivity – Employees seamlessly work as a team to help each other or a customer
  • Better Service Quality – Supervisors have improved visibility into their customer experience and customer-facing users have better access to other employees
  • Flexibility – Streamline onboarding and give any user immediate access to help manage customer calls instantly
  • Adoption Rate – Users learn 2x faster due to the intuitive user interface and having only one application to operate

2. Flexible – Organizations must become more agile and responsive to ever-changing working conditions, whether remote, in office or on the go.

Mobile and desktop applications need to be available for anywhere, anytime connectivity.

NEC’s UNIVERGE BLUE EXTEND connects powerful voice, team chat, video conferencing and contact center functionalities into everyday business applications. Benefits include higher productivity, better customer retention and increased insight all-in-one tool.

Some vendors require your business to move the entire communications infrastructure to their cloud platform. NEC offers flexible deployment models that satisfy any business infrastructure whether on-premises, hybrid or cloud.

For current NEC customers, our UNIVERGE BLUE CONNECT BRIDGE extends your existing investment, while gaining all the tools and features of cloud that benefit your hybrid/remote workers. We won’t force you to move to the cloud.

3. CX-Centered – Choose a UC partner dedicated to you and your customers.

Make certain the UC solutions are not only advanced and full featured, but also focused on a user-friendly experience.

NEC promotes a flourishing channel partner network for local, dedicated support. While there are many unified communications options in the marketplace today, not all technology providers will offer an extra layer of local support through a channel partner program.

Using UNIVERGE BLUE EXTEND, you can provide your customers with voice, chat, video conferencing and contact center solutions integrated with popular business applications like Google®, Microsoft®, Salesforce® and more. You can improve customer service and increase insights to better meet your customers’ needs.

4. Reliable – Make certain your partner has the expertise and track record of success to support your evolving UC requirements.

NEC has been a leading provider and integrator of advanced IT, communications and networking solutions for 120+ years with more than 80 million users worldwide.

We maintain the highest compliance standards for healthcare organizations with contact center tools across communications and payment processes.

UNIVERGE BLUE is purpose-built for reliability—extending peace of mind. To help you avoid the risks of downtime or unreliable communications tools, we offer:

  • A 99.999% financially-backed uptime SLA (service level agreement)
  • VoIP tests to help ensure a reliable connection and high voice quality
  • Redundant East/West data centers to increase reliability and reduce latency

5. Forward-thinking Partner – Work with a partner investing in emerging technologies and committed to giving you a competitive advantage.

As business environments continue to shift and evolve, employee and customer expectations do, too. You need a UC partner who is regularly upgrading platforms for your organization and customers’ requirements.

UNIVERGE BLUE delivers tomorrow’s smart workspace today. We are continuously innovating and partnering with industry pioneers to stay ahead of the curve. By integrating with other leading business applications, UNIVERGE BLUE streamlines your operations, enhances user-experience, and makes seamless communication a reality across your entire organization.

Our analytics and reporting capabilities include hundreds of reports at your fingertips. Be at the forefront of fast-changing circumstances. Get access to vital communications and contact center metrics, business data and other key performance indicators (KPIs) to make informed decisions.

Choosing a UC partner with these five essential characteristics will support you in gaining opportunities—and making the leap into a hybrid world.

Learn how UNIVERGE BLUE can help improve communications and transform your hybrid work model.

Sources:

  1. “Insights from our global hybrid work survey,” Google Workspace
  2. “Improve Business Agility Through Platform Consolidation,” Forrester Consulting

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

How Prepared Are You For An Emergency Call?

Posted by Joe Salisbury on Posted in Intelligent Call Routing, Unified Communications Tagged , , , ,

Don’t wait for a problem to find out

It’s concerning enough should someone within your organization or facility find it necessary to dial 911. It’s even more worrying if there’s any uncertainty about your company’s ability to handle such a call.

Recent legislation has made improving onsite safety a company matter. Whether it’s Kari’s Law for direct 911 dialing and personnel alerts at locations using multi-line phone systems or the RAY BAUM’s Act that requires dispatchable locations of 911 callers, organizations must be confident in their compliance with such regulations.

Of course you can verify that your communications system supports a flexible dialing plan. Or you can check that your communications platform is upgraded with the necessary software or hardware. But perhaps the most important question is … is your carrier the best in supporting emergency situations? Are they equipped to handle Dynamic E911 calls quickly and efficiently? What’s their plan should a network issue occur when it’s needed the most?

If there’s any hesitation to these questions, then we have something for you – NEC NETWORK CONNECT. This intelligent carrier call routing solution is ideal for day-to-day business communications and collaboration. But for emergency situations that demand urgent E911 assistance, it’s unmatched in reliability and control.

So how does it work?

With NEC NETWORK CONNECT you gain open access to a network of Dynamic Emergency Service Providers with built-in automatic failover, re-routing capability and carrier diversity. We use M2M and AI algorithms to automatically route calls – including those to emergency services – through the network with the best quality service for optimal accessibility and performance. If a network issue exists, calls are simply rolled to the next preferential network in real-time, putting an end to possible carrier downtime and outages.

There are other benefits too

With NETWORK CONNECT you work with just one provider – us – for carrier service and support, as we consolidate over 375+ U.S. and global carriers into a single consumable provider-neutral service. No more relying on a single carrier or juggling multiple ones instantaneously. Call traffic and activity becomes totally transparent while billing gets consolidated into one monthly invoice. If you have more than one location, our Global Orchestration service can combine your multi-site, multi-vendor network for greater oversight and simplified management.

Explore the advantage of NETWORK CONNECT with the following short, informative video:

NETWORK CONNECTThen there are the cost savings. Standard carriers use retail pricing, rates that are rounded up and there might even be hidden costs. Not NETWORK CONNECT. We offer wholesale pricing, with no hidden costs. Our usage charges are accurate to the second for cost efficiencies. Plus, our services are quick and easy to deploy with minimal upfront costs … so you can get started and begin saving and feeling confident in E911 responsiveness quickly.

Let us show you how our global presence and unmatched carrier diversity can help ensure E911 compliance in the routing of emergency calls while improving carrier billing and cost savings.

Contact Us Today

Schedule a no obligation assessment with one of our NETWORK CONNECT experts NOW.

10 STRATEGIC DRIVERS THAT WILL RESHAPE BUSINESS IN 2022

Posted by Paul Kievit on Posted in Cloud, Enterprise, Unified Communications Tagged , , , , , ,

Digital Transformation is redefining business models and changing the way customers and employees function, altering entire industries. Social and business values surge when people, devices, and resources are connected. The pandemic has been a tremendous catalyst for organizations worldwide to embrace digital transformation in support of business continuity, dynamic service delivery, and realizing the new normal of hybrid working.

As an Information and Communications Technology (ICT) leader with over 120 years of expertise and experience, NEC is sharing its views on leading and emerging trends and technologies to navigate through these changes to simplify your organization, realize workforce efficiencies, and gain competitive advantages.

In this blog, we will explore the Top 10 Strategic Drivers that NEC distinguishes will shape an organization’s operations the coming year and beyond:

Digital Transformation

The integration of new technologies is changing the business world and has altered not only how businesses are seen, but also how they operate and deliver value to customers. It’s also a cultural change that requires flexibility and creativity in revisiting business models and operational processes.

Digital Transformation is key for enterprises to enrich their operations in 2022 with innovative solutions and technologies like cloud computing, Internet of Things (IoT), data analytics, mobile internet, artificial intelligence, voice recognition, and application convergence. In doing so, they recreate their business model, enhance customer and employee experiences, and realize the always-on enterprise.

Connectedness

Making staff omnipresent and ‘always on’ is key for smart enterprises to operate efficiently and effectively in today’s business environments. Successful organizations are capitalizing on mobility solutions to enable employees to get work done no matter their location.

Mobile technologies extend communications, data, and business applications to mobile devices, ensuring employees remain fully integrated with their organizations, colleagues, and customers.

5G and LTE connectivity will transform laptops into ACPCs (Always Connected PCs) to ensure tasks can be performed anywhere on the go. 5G and Wi-Fi 6 technology will drive factors in wireless growth, bringing increased bandwidth and higher internet speeds along with more reliable networks.

Collaborative Workspace

The global pandemic has made companies rethink their workspaces and in 2022, we will see more investment in technology that allows distributed workgroups to communicate and collaborate easily, regardless of location.

Hybrid work has become the preferred model and makes tools that support a more flexible, open, and agile way of working, like Unified Communications & Collaboration (UC&C), a mandatory part of running a successful business. These technologies are dynamic, flexible, and user-centric, and provide easy access to tools like click-to-call and video conference capabilities, file sharing, and digital whiteboarding while driving productivity and reducing latencies across organizations.

At the office, touchless access and integrated environmental control, digital signage, motion sensors, people counting, desk and room scheduling, and voice activation will all support the ‘New Normal’.

From Experience to Engagement

The battle among enterprises for tomorrow’s customers is fought and won on Customer Experience (CX). Companies are pushing hard to deliver connected CX across channels, processes, and departments – making contact easy and pleasant, lowering thresholds, and ensuring swift response. Smart enterprises will reinvent their customer engagement models to deliver customers a unique, personalized experience and ensure a long-lasting relationship.

New tooling is introduced to enhance the Employee Experience (EX) for better business outcomes. Applications and workflows become user-centric instead of device-centric, tools become intuitive, and interactions are swift and simple.

Dynamic Delivery As A Service

Today, people acquire information, products, and entertainment instantly and on-demand. Accustomed to immediate accessibility, this “On-Demand” generation is forcing businesses to be agile and responsive, changing business dynamics dramatically.

Deploying As a Service model dramatically reduces CapEx investments in equipment, space, and resources. Modular services allow businesses to invest in just what is needed now, trimming up-front costs with full options for future expansion. In 2022, more companies will deploy programmable communications to embed voice, messaging, and video into business applications and workflows via simple-to-use APIs.

Cloud-Centric Accelerates

Cloud computing has redefined IT and software system delivery, making it easier than ever for users to signup, access, and draw on solutions available on-demand and within minutes. Adopting new technologies, functionality, and driving innovation is much easier and faster with cloud-based deployments.

Edge computing will help IoT systems to significantly lower connectivity costs and reduce bandwidth requirements, which in turn will boost the widespread availability of services and insights across businesses and society.

While cloud-based deployments can adopt new technologies more seamlessly than their on-premises counterparts, the need for existing infrastructure to co-exist within this new environment remains. Therefore, many enterprises will adopt hybrid and multi-cloud models.

Ensuring Data Security

Capturing, processing, and analyzing data offers tremendous opportunities for businesses to drive better business intelligence, product development, and customer service. However, our dependence on IT systems makes cyber security a key topic and data protection requires rigorous data security management.

As data sets grow, storage solutions will become more flexible and scalable in order to store, protect, and manage all collected information. Real-time business processes and workflows will also require swift retrieval of data. Embedding work-from-home in company operations creates a greater need for data security management during online collaboration.

Secure end-to-end network services are indispensable in supporting digital business transformation, edge computing, and workforce mobility. Companies will therefore increase investments in flexible and scalable storage solutions.

Holistic Business Continuity

The upsurge of remote working urges enterprises to ensure IT infrastructure and application security when allowing staff to integrate collaboration capabilities into their workflows. Choosing the right disaster recovery strategy will be a key investment in the future of stability for every organization. Lock-step fault tolerance and geo-redundancy technology protect critical data that will help ensure business operations.

The unprecedented supply chain disruption of 2021 has prioritized a holistic and proactive strategy to navigate future disruptions, including closer collaboration between suppliers and customers than in the past.

Augmented Intelligence

Artificial Intelligence (AI) will continue to be one of the top strategic drivers in the coming decade – with applications ranging from recognition, prediction, and optimization, to reasoning.

AI and machine learning enable systems that are self-educating, self-healing, and proactive. Augmented Intelligence (AUI) focuses on enhancing rather than substituting human involvement. Extended Reality (XR) combines real and virtual environments with human-machine interaction.

In 2022, AI and AUI tools become widely available through cloud platforms and open-source software with adoption across all industries, i.e., government, healthcare, retail, manufacturing, and finance. Developers at midsize companies will start using off-the-shelf AI technology.

Digital Inclusion

The COVID-19 pandemic has shown how important digital connectivity is when physical presence is not possible. Virtual and augmented reality technologies are removing the distance between people, information, and experiences. As technology advances, digital inclusion will encourage all people to participate in society, offering more potential for individuals to bloom and realize a brighter future for all.

Important steps are being made towards building smarter societies – with Information and Communications Technologies playing a vital role in ensuring energy efficiency, sustainable economic development, enhanced safety, and security, along with wise management of natural resources.

As more organizations become increasingly digital, it’s up to the technology partners to provide tools and stay adaptable to help support those businesses during their transformation. NEC has a wide breadth of core UC and IT products and each stands on its own to help solve common business challenges. Our broad portfolio encapsulates multiple solutions into one powerful enterprise approach to meet the demands and digital transformation needs of today’s organizations.

To learn how we can help your organization embrace and capitalize on the Digital Transformation, contact your authorized NEC Representative, or get in touch with us at: https://www.univergeblue.com/get-in-touch

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

Low Cost Connectivity for MS Teams Isn’t Enough!

Posted by Joe Salisbury on Posted in Intelligent Call Routing, Unified Communications Tagged , , ,

Relying on MS Teams to drive your business requires a new approach to keep your business up and running.

There’s no denying it, during the COVID pandemic, Microsoft Teams provided a simple solution for enterprise customers who quickly needed to support a new at home mobile workforce. However, during the enablement phase, little time was spent assessing carrier connectivity, compliance requirements, enterprise integration, support and a host of other issues. The clock was ticking and the priority was to support the at home workforce as quick as possible with minimal business disruption.

An approach worth considering …

Looking back, there were many complexities to be considered when enabling Teams which made searching for the lowest cost carrier, while important, not the most important criteria. But now …

  • What happens when your carrier goes down?
  • Is it smart to be dependent on just a single carrier?
  • What could carrier diversity mean for your network dependability?
  • How are you meeting local regulatory and E911 compliance?
  • Do you have real-time visibility and control of your Teams environment?
  • Is your carrier delivering Direct Connect MS Certified Solutions?
  • And are you paying competitive rates?

If you can’t answer any of these questions with confidence, it’s time to consider an alternative.

Look no further than NEC NETWORK CONNECT Direct Routing for MS Teams.

Here’s how it works…

NETWORK CONNECT Free Brochure

Download your copy of our free brochure NOW


Why you should make the change…

Stop relying on a single carrier or being constrained by the complexity of multiple service providers.

With NEC NETWORK CONNECT for Teams we provide access to over 375 global carrier networks with a single contract! NETWORK CONNECT leverages M2M and AI to place each Teams call over the network that is providing the greatest quality of service at the lowest cost each time a call is placed assuring unmatched reliability and quality of service.

Simplify by putting a halt to billing complexity where a lack of transparency can lead to unnecessary costs.

With NETWORK CONNECT you have one provider and one bill that includes all communications and carrier costs. If you are an organization with more than one location, all sites can be consolidated into one monthly bill, making it easy to understand costs, activities and use to make informed decisions on where cost-cutting opportunities make the most sense.

Explore the advantages of NETWORK CONNECT with the following short, informative video.

Secure Teams connectivity by leveraging a Direct Connect solution that eliminates carrier downtime and outages that can bring Teams to a standstill and disrupt group collaboration and customer appointments.

With a global presence and unmatched carrier diversity, our Microsoft Teams certified carrier platform delivers turnkey access to hundreds of carrier networks for greater flexibility, reliability and redundancy. Automatic failover eliminates downtime and outages. Should a network issues occur, Teams simply gets re-routed, bypassing the problem to the next available network for optimal business continuity.

Save and put an end to high usage rates that round up, surcharges and hidden costs that traditional carriers tack onto your bill.

Standard carriers use retail pricing and network usage charges with hidden costs and rates that are rounded up. Not NETWORK CONNECT For Teams Integration. We offer wholesale pricing, no hidden costs and usage charges accurate to the second for cost efficiencies that quickly add up. The service also is quick to start and with minimal upfront costs you can begin saving fast too.

If your Microsoft Teams costs need trimming, let us show you how our intelligent call routing solution can drive costs down and bring savings with greater control and transparency.

Contact Us Today

Interested in a free lunch and learn demo? Fill out the form and someone from our team will get back with you.