Archive for January, 2011
Hosted Telephony?
| BT’s modernisation program of all Exchanges and all local street cabinets to Fibre Optic cabling and Next Generation Networking (NGN) promises to bring a vast array of products and services to an already complicated communications market but, admittedly some companies ‘the early adopters’ as we call them, have taken the bull by the horns, invested heavily in VOIP technology and are probably reaping the benefits of Broadband based IP telephony integrated hosted voice networking products and applications. (Yeh heavy I know!) They may well have found out the hard way that whilst this technology will help you reach some of your IT goals this is only if you can integrate the product with some CRM (Customer Relationship Management) Software to enable a professional, streamlined customer experience to improve not just phone calls but also the handling of the clients call - from initial contact to the completion of their project. In my experience, most of the small to medium sized companies I deal with have neither the time nor the money nor the desire to look after a complicated communications network, but in most of these companies at some point, someone will have to do just that along with their own job; the one they where actually employed to do! In most companies it is clear that, as the technology becomes more and more complex to use it will take up more and more time to ensure the technology is used correctly and is working properly. Rarely does it stop there as, before you know it, your new system is out of date and all the aspirations you had to wrap it around a nice ‘business critical application database’ to help improve and streamline the way customers calls are handled, are left high and dry because the product is now obsolete!
So here is where the traditional IP Telephony solution that you purchase from a Telephone system Vendor and have them install it, commission it and maintain it for three or four years losses it’s appeal over the newcomer. The VOIP hosted Telephony system removes the need for costly hardware to be installed and maintained in your building and instead allows all users to be issued a phone, plug it into a LAN socket and start using it. Added to this a key benefit is this provides instant disaster recovery as you can move the solution to any building with a serviceable broadband connection. Other key benefits are the same as the traditional PABX such as Auto Attendant, Voicemail, call Divert, speed dials Hunt groups for sales departments and Call centre applications in short if you can do it on a traditional system it can probably be done on a Hosted Telephony system. Coupled with this ease of integration with products like Outlook and other CRM applications is becoming simpler and less costly to add to your new Telephony platform than with current IP enabled PABX systems that need costly middleware to enable the product to work with your database or CRM software. Sure it is not yet possible to enable integration of your Hosted Telephony offering with all CRM databases but this will come as will a host of other key benefits like call recording, call management software and other applications to aid the small business user ensuring he gets the best out of his investment. Speed of installation is another factor along with significant reductions in upfront startup costs, and ongoing operational costs. Further to this the platform you so carefully picked is not kept up to date by you anymore but by your Telephony Vendor so no more software updates or hardware replacement costs to budget for; well maybe the odd phone now and then will need replacing but not the whole system. Simply setup a gateway, plug in your phones and you’re away with a little help that is! In short if it falls to you to look after the implementation of the PABX system and it’s upkeep and general support of the users who need to use it…….A Hosted Solution will make you redundant leaving you to go back to your day job!!! My advice is take a closer look at this technology as it will be implemented by your competition soon! |
21CN What does it mean?
Small and medium sized businesses are becoming more switched on to the benefits new technologies can bring to their bottom line. With the old BT network beginning to creak a little BT have embraced a whole new network infrastructure based on the ever increasing concept of IP. This new technology will enable companies no matter what size they are to use the latest technology in the market place bringing affordable technology products and content services to enable faster, easier communication with the office, co-workers, mobile devices, video, voice and data services from any provider who cares to use the new network.
It is already possible to use various products like PDA’ laptops and mobile phones to send email, text, voice and video while on the move but people want these services to be easier to use, more joined up and more intuitive since providing excellent customer service is key to retaining and growing their customer base.
To meet these expectations, 21CN promises a more simple, seamless, integrated communications experience for everyone. In short Unified Communications will allow SMBs to project a global business presence and will give them real choice about which devices they use and how to customise personalise and change their services in real time.21CN is about using the power of the digital networked economy – the Unified Communication of the telecoms, IT, media and entertainment industries – to create better ways and wider opportunities for SMBs to access their markets and to access content.
All electronic equipment today has the potential to be a network device – from a personal organiser to a vending machine. The industry is already developing services based on the convergence of voice, mobility, video, data and content. Although we can’t predict the products and services of the future, we believe the following are examples of what may well become commonplace for SMBs in the 21CN world:
Wireless hubs to enable businesses to manage PCs, laptops, web-cams and security systems Combating identity fraud by using biometrics to make it easier for people to safely and securely sign up for services ensuring customers feel secure in their dealings with your business Using Voice over IP technology in innovative ways:
People sharing data on their computers could speak to each other over the web at the same time, saving time and improving customer satisfaction Creating shared directories:
Your personal phone number list can be shared with your computer, your mobile, your personal organiser or other devices to improve business efficiency Combine web-based online directories with voice calls:
A single click of the mouse will connect your call improving response handling times and customer satisfaction A phone which enables you to use the fixed line network in the office or at home transferring seamlessly to a mobile network without changing handset while on the move improving the efficiency and flexibility of the workforce while reducing costs Flexible bandwidth will enable SMBs to boost the power of broadband temporarily at the click of a button making the sharing of documents, information and services easier and faster, improving customer satisfaction. Some of these products and services are available now but more will doubtless become commonplace over the coming year or two.
Do I need a Music on Hold License?
Well you may not need one but you should be aware that when you play any music in a public place to employee’s or customers so that includes Internet radio players on your PC or a radio in your office or workshop or a radio plugged into your Phone system for callers left on hold or a CD Player or MP3 device plugged into any of the aforementioned devices this is in fact breaking copyright law and depriving Writers and performers of the royalties they are justifiably entitled to expect you to pay. Sounds harsh I know but it is law and you can be fined by the PRS (Performing Rights Society) which represents some 60,000 UK songwriters and composers throughout the UK.
Currently the PRS is writing to tens of thousands of small businesses to make them aware of the legal action that can result if you are found to be breaking this law. If you don’t contact them and secure the use of the music you are broadcasting you could face legal action for copyright infringement and may become liable to pay damages and costs.
A PRS license starts from just £66.00 per annum depending on the size of the business and the way it is being played and it’s not all bad news! The PRS is also making us all aware at the same time of how music played to employees during working hours improves efficiency and lowers stress levels etc or in other words trying to add value to the cost of paying the license! For advice and information about where you stand legally and how much a license will cost your business contact the Performing Rights Society as follows:
Performing Rights Society or 0800 068 4828
Oh, and if your one of my many customers; just call me if your not sure what to do?
Some of you will be using a license paid music on hold disc that is exempt from this law but that does not include those allowing their staff to play any music at all in the office on any device!
Clarity on Broadband Speeds
Internet Service Providers (ISP’s) are required to provide customers with an accurate estimate of the maximum speed their broadband service can support at either the point of sale to the customer, in the shop, over the phone or on their Internet website under a new voluntary Code of Practice published recently by Ofcom the Telecommunications Regulator. Other steps required by the code which aims to ensure greater clarity in broadband markets include:-
- Resolving technical issues to improve speed and offering customers the choice to move onto lower speed packages when published speeds are not met.
- Ensuring all sales and promotional staff have a proper understanding of the products so they can explain the meaning of the estimates given out to potential customers.
- Providing estimates on usuage limits and alerting customers when they are about to or have breached them.
- Ofcom is urging all fixed line ISP’s to sign up to the code of practice and implement it within sixs months of signing.
- ‘Voluntary code of practice: broadband speeds’ is available at HTTP://tinyurl.com/6eotts
- Advice for consumers on broadband speeds is available at the same web address.
Ofcom can be contacted on 0845 456 3000
(News Source coutesy of FSB Voice of Business www.fsb.org.uk/111)
New range of London numbers
Dialling (020) 3 for London – As London 020 7 and 020 8 numbers become increasingly hard to find Ofcom has launched a new range of London telephone numbers, starting with (020) 3. These are being used alongside the existing (020) 7 and (020) 8 numbers to increase capacity.
They are to be given out to some residential and business customers who put in a new lines or apply for a new telephone number range for VoIP services and were avaiable from the autumn of 2005 onwards.
If you’ve got a (020) 7 or (020) 8 number – don’t worry. You do not have to change your number. All you need to remember is that when you see an (020) 3 telephone number, it’s a London number, just like (020) 7 and (020) 8 – and of course the cost of a call is the same.
Section 56 of the Communications Act 2003 requires Ofcom to publish a National Telephone Numbering Plan and to review that Plan as required; Section 63 of the Act requires Ofcom to seek the best use of appropriate telephone numbers and to encourage efficiency and innovation.
Ofcom has introduced the extra (020) 3 numbers because London is growing, and more people and businesses want additional telephone numbers. Please find more information below on how Ofcom will allocate the additional (020) 3 numbers to telecoms companies – who will then in turn allocate these to their customers.
UK Number Range Changes
OFCOM ANNOUNCES NEW NUMBER RANGE PROPOSALS - Ofcom 0870 proposals Ofcom has laid down its proposals for the 0870 number range and other numbering schemes, following completion of its consultation last year with the Communications Industry.
The 08 numbering range for chargeable services will be restructured, Ofcom says. New numbers will be banded by price and the type of service they provide, to allow an association to be built in the consumers mind. This is based on the idea that the lower the number following the 08, such as 082, the lower the charge, versus for instance 089.
This proposal compliments work already underway to change the current 084 and 087 numbering ranges. An 06 number range will be introduced for personalised numbers, Ofcom proposes, which will eventually replace today’s 070 personal numbers, both of which will have a price ceiling introduced. Ofcom says 070 numbers are often confused with mobile numbers by consumers.
This move will prevent scams as 06 will be easily identifiable, and will allow 07 numbers to be clearly associated with mobile phones. The regulator proposes that it will create a new, country-wide number range on 03. This will be charged at the same rate as geographic numbers, which will enable businesses requiring a national presence to use this range without charging a premium.
This range could also be offered in low-cost call packages by fixed or mobile operators. These proposals are again being consulted upon and we bring you news of any changes as soon as they are published by Ofcom.
| Numbers Starting | Purpose | |
| 01 and 02 | Area Codes | |
| 03 | UK- Wide Numbers | |
| 04 -05 | For Future Use | |
| 06 | Reserved for personalised numbers | |
| 07 | Mobile Numbers | |
| 080 | Freephone | |
| 08 | Business Rate Services | |
| 09 | Premium Rate Services |