Webdream Solutions' Mydivert Becomes Reality via DIDX

Direct inward dialing, most often termed with the acronym DID, refers to phone numbers. For people connected to the traditional PSTN to call people connected to VoIP networks, DID numbers from the PSTN network are reserved by the administrators of the VoIP network, and assigned to a gateway in the VoIP network. The gateway will then route calls incoming from the PSTN across the IP network to the appropriate VoIP user. At the same time, calls originating in the VoIP network will appear to users on the PSTN as originating from one of the assigned DID numbers.

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Joel Driver of Webdream Solutions Ltd needed to complete several dozen individual master service agreements and interop with telcos for international local phone numbers with the lowest financial overhead possible but without sacrificing choice of quality. DIDX appeared to offer the solution with a network of over 10,000 wholesale IP communications company members with a selection of DID from 55 countries and choice of providers, rates, and quality.

Webdream Solutions Ltd is based in Wexford, Ireland with www.voipfree.ie, a hosted voIP reseller solution and mydivert.com, an international call forwarding solution for consumers and small businesses. Its CEO is Joel Driver. Super Technologies, Inc. is based in Pensacola, Florida since 1999 and serves wholesale customers with DIDX, CFMS, and hosted rebranded voIP solutions as well as consumer and SMB applications. They found each other via the Asterisk (News - Alert)-Biz list.

The Challenges:

Joel Driver had already solved the issues of excessive chargebacks and credit card fraud on the sales of his voIP service and also SEO (search engine optimization).

Regarding chargebacks, they built in procedures that allocate trust to clients based on their account age. In the first 31 days they allocate zero trust, then increase by increments over 120 days. But they say be aware that fraud chargebacks may not come to light for 90 - 120 days or longer after the original charges have been made. In fact, they would not recommend anyone who is not compleetly familiar with chargebacks and internet payment procedures to get involved with telephony business and especially not voIP or SIP - they could loose money real quick. Call forwarding or diversion is a virtual product - so the vendor has very little protection. In addition, they worked with global experts to improve their search engine optimization.

But still, there was one problem. Webdream Solutions Ltd., found that securing DID from any one area code in one country was time-consuming and expensive. Joel needed phone numbers from several dozen countries. His customers were ex-pats, entrepreneurs, non-profits, government, and SMB to larger who needed local phone numbers from several areas of the world. Why? Those end-users needed a local presence, a virtual office, a convenient way for those who are important to them, to start calling them with no hesitation. A local call is usually no extra charge; whereas, an international call is. Therefore, the end-users callers are much more likely to call a local number than to call an international number to reach the Webdreams customers end-users.

The Solutions and Benefits:

Turn a Post-Sale Experience in to New Business!

Well, you invested in the creation of a great product, earmarked a healthy budget for marketing, and made the sale. Now what? In todays economic world it is entirely possible that even a company with moderately high sales revenue may have to consider one or all of the following: shrinking margins, loss of market share, customer attrition, or simple loss of profitability. Certain factors are completely out of the control of most businesses, things like government regulation, supplier price increases, or a drop in discretionary consumer spending. In such a world, it is ever more important to recoup the investment your business makes in acquiring a new customer or client especially if your business is a niche market or involves large, infrequent purchases. But, in all cases, it is a truism that positive word-of-mouth and repeat business are the hallmark of most successful businesses.

Unfortunately, most companies adopt a Field of Dreams philosophy, an "if we build it, they will come" model of customer satisfaction. The it being, of course, a high-quality product or service. No one will argue that quality and value engender referrals and repeat buying, but what happens when youve engaged a fleet of six-sigma gurus, created layers of stringent QA processes, and then a third-party, like a distributor, dealer, or other channel partner drops the ball? Lets face it, mistakes in manufacturing and services occur, businesses experience loss of talent pool, or partner vendors arent as quality oriented as they could be, so, knowing that even an unhappy customer can be saved by a quality follow-up process, what do you do? Even more critical, how do you even uncover if there are problems or obstacles to repeat business or referrals within your sales process?

Many organizations do sales follow-up, like customer satisfaction outreach, which is a laudable endeavor and exactly what this article intends to address. With that in mind, there are some important factors not to ignore when starting down this road. First factor, there are some new wiz-bang ways to reach out to people; email, tweets, and SMS. While these are viable methods, there is a catch with this kind of approach; not all consumers are connected or tech-ready, and you dont just want to hear from a demographic slice of your market you want as varied feedback from as many end users as possible. And, the telephone is still the most pervasive means of communication, because it has a more personal touch and more credibility with a larger segment of people.

The second factor to consider is to not just engage some existing staff members with a little extra bandwidth to make an outbound effort! There are a few serious problems with doing customer satisfaction research in-house. They include competency, bias, credibility, and expense. Believe it or not, making possibly hundreds or thousands of calls, asking the same questions over and over, without sounding like a drone or worse, like an antagonist, is a rare skill. Also, asking questions and recording responses without adding bias or spin can be difficult especially if you are, as you should be, invested in the success of the company or are friends with peers being criticized in the resulting commentary.

But lets say you make the decision to handle the job within the company, and youve gone through an unbiased effort to reach out and capture experience satisfaction, and you uncover that there is a lot of positivity about your product or services that you should share with the world. How credible is it to toot your own horn, and will it be taken seriously if you do? After all, every criminal in prison is innocent, and every manufacturers product is the best on the market just ask them! Additionally, one needs to consider that setting up the infrastructure, sourcing and training agents, capturing the data, and synthesizing and analyzing the results will be a considerable expense; especially if your sales volume is seasonal or you need a scalable solution.

One easy way to overcome these difficulties is to outsource the work. Outsourcing call center work means a company can worry about innovation in its goods and services, instead of call center technology. (Source: Mike Hasler, "3 Signs Its Time to Write That Call Center RFP," Blue Ocean Contact Centers.) However, during the process of vetting and hiring a big call center company that does outbound calling or other out-reach processes, you find that this kind of outsourcing can also be very expensive, and the vendors agents, particularly non-native language speakers, may not be subject matter experts, have communication gaps, or may have a turn-over rate approaching 300%! So, what is the answer? Times are tough, competition is fierce, customer satisfaction and retention are even more important than ever, but you dont want to possibly damage your customer or client relationship by putting too much distance between you and the end-user communications.

The answer is to enter a partnership with a smaller, more invested contact center that is more concerned with quality than volume and more committed to not only helping you deal with problems, but also helping you promote the good news. In short, you use a small contact center, because the benefits of a smaller, strategic service bureau are agility; a smaller provider has less bureaucracy and responds quicker. Less expense; a smaller firm has less overhead, less corporate governance to satisfy, and will take on smaller, strategic jobs and charge less. Even if a larger bureau is cheaper, there is focus; in order for a large firm to be so cost effective, they will generally pool your calls into a general call queue, or the agents they employ must utilize tens and possibly hundreds of scripts in a given shift, or may even be overseas and use English as a second language.

A smaller contact center group typically has five or less clients, so the agents can focus on your customers and quickly become subject matter experts. They usually also have Agents based in the US who wont be as prone to miscommunication as off-shore workers. A greater command of English and familiarity with American culture means greater satisfaction with customers and fewer complaints than foreign call center workers. (Source: NPR, "Outsourced Call Centers Return Home," August 25, 2010). Then there is responsiveness; managers of smaller centers generally have a more involved relationship with the entire Agent staff and are more personally involved in your business, meaning critical information flows outward to your consumers faster and more seamlessly.

Finally, and just as important, is motivation; generally speaking, a small vendor that loses an account feels a much deeper impact than a 200-seat house would, and is therefore more motivated to be an engaged partner in your customer retention efforts. A smaller, strategic contact center can be a true partner and can act as an extension of your customer service division or department.

In the end, what will best serve your sales channel is an easy, affordable means for unhappy and happy customers or clients to talk to you, so that the investments your business makes in talent, product quality, advertising, and sales dont just mean the benefit of a single sale you want a process creates repeat business, and even more importantly, referral business.

It is harder to turn a profit today, and you can lower costs until you are cutting into muscle, or you can find ways to increase your ROI by effectively listening to your current customers, generate a positive buzz about your brand, gain customer loyalty, and uncover what works and does work about your product lines as well.

The Importance of PABX Systems For Better Communication

Private Automated Branch Exchange popularly known as PABX is the facility to convert company's communication performance by enabling multiple telephone lines to internal extensions from external callers, through a single number. PABX has indeed expanded the opportunities of the small business houses that mostly use a single line. It facilitates multiple communications to take place simultaneously in different parts of the company. Since small businesses can not afford the luxury of increasing their headcount frequently to keep pace with the calls due to their limited fund constraint, PABX has come up as an attractive solution allowing large volumes of calls transfer with minimum human intervention. PABX not only transfers external callers to selected extensions automatically, it improves internal communication as well.

An important feature of PABX systems is speed dialing. Companies can now customize their own internal phone requirements to a great extent, and can bypass the need of the telecom providers for every innovation and adjustment courtesy PABX. Each PABX system provides best supply requirement and lends versatility. Being user friendly, it is easy to manage and needs economical training. PABX transfers a large number of calls in a short time, boosting better communications and customer relations eventually leading to higher profit. In order to direct calls to the exact destination, information is programmed into the telephone system. When a PABX system is operating at maximum efficiency, there is no need for operative staffing. Moreover due to direct access to target personnel the inquiry experience is better.

It is a fact that companies upgrading to a PABX system find their business performance greatly improved. However, due to the charges associated with installing such a network, a complete PABX system was beyond the budget of small companies in the past. Fortunately, these days smaller PABX's are available in the market. Though such systems lack in certain aspects they still live up to their chief physical processing duties. Depending on the requirement and size, the system costs for PABX vary, ranging from a few hundred dollars to thousands. Most PABX systems function well for several years before companies consider upgrading or improving their system in line with their business growth.

Irrespective of the size of your business, there are distinct advantages to spending the money and investing in a PABX system. There are numerous PABX suppliers - online as well as brick and mortar stores that offer PABX solution. Companies like uThetha advise you on the PABX system that fits your business best in the aggressive business world. Equipped with a professional and efficient telephone system, the Cape Town based company is a one stop shop for medium, small and corporate companies looking for telecommunications consultation, call savings, solutions, products and services. With rare combination of IT and Telecommunication skills Uthetha also offers solutions such as Call Centre Solutions, VoIP and cabling.

So, why waste time? Switch on to a future proof and cost effective PABX system and make your mark in the crowd. In the highly competitive business world ensure the success of your business!

Softphone Vs Deskphones

Softphone Systems

VoIP Telephony
Cloud Telephony
NEC Phone Systems
Panasonic Telephony
LG VoIP
Yealink Handsets

What Is a Softphone System?

A softphone or (software phone) uses an application that allows your business to use Voice Over Internet Protocol or (VoIP) phone calls anywhere from a computer device. We can also describe softphone systems as soft clients.

Benefits Of Using Softphone Systems In Business

Cost effective Low set-up costs and very easy to install as there is no hard equipment required.
Business Mobility Softphones allow you to be mobile, take a call anytime so long as you are at a PC.
Anywhere Softphone systems allow you to send or receive calls anywhere with internet access.
Free local calls Take advantage of free local calls, register your account and install the software.
Cheaper long distance calls Pick the best softphone call package that suits you.

Drawbacks Of Using Softphones In Business

Reliability A lot of factors that your business cannot control will affect your softphone reliability.
Quality The call quality can be dependent on, CPU speed, quality of broadband and a number of other factors.
Emergency Calls When calling 999, you may need to login into software or UI 1st, which in an emergency situation can waste valuable time.

Softphones Vs Deskphones

With there being many advantages to implementing softphone systems many businesses will get the impression that this is the go to solution when it comes to business communications, however remember that employees will have a natural accustom to using deskphones and training may be required with new employees. A desk phone is very reliable with reliable voice quality, softphones are not reliable and quality can be dependent on uncontrollable factors which is not effective in business. When it comes to benefits & drawbacks they are pretty much on par with each other, it will ultimately come down to your business to measure deskphones reliability and quality of voice Vs softphones cost effectiveness & sometimes unreliable service.

Final Things To Consider With Softphone Systems

As a business you will want to incorporate softphones where possible, this will almost certainly increase your communication & mobility across the business. However we would not recommenced that your business only uses softphone solutions, as your downtime is impacted by factors that your business will sometimes have no control over. Now when it comes to downtime for communications this will have detrimental effects on business. They are very cheap and cost effective to install, however not reliable so we would not recommend that you only use softphones for you businesses communications, incorporate a mixture of softphones & deskphones.

Photocopier Machines for the Office

In todays fast moving business world, it is important for companies and businesses to be more efficient and smart in how they work. Gone are the days when you could move at a slow pace and rely solely on your past work to stay ahead of the competition. "Slow and steady wins the race" doesnt always apply in todays conditions. Yes, being steady is a good quality but slowness of speed is certainly not something to be admired in a fast moving business world.

The advent of modern technology has reshaped things beyond the wildest imaginations of previous generations. The advancement of internet and other fields of technology have significantly affecting virtually all aspects of our lives. Companies that are not swift, agile and intelligent in how they operate, are not likely to be able to maintain their edge, compete effective or even survive in todays marketplace.

A critical part of achieving and maintaining a competitive edge for your business is office automation. Having office equipment and processes that are superior to those of your competitors is absolutely essential.

In-house photocopy machines are an important component of an automated and efficient office. It is possible to get a good quality photocopy machine for your office that would not cost you an arm and a leg. You can choose a brand new machine for your office or even get a good quality refurbished copier that can deliver high quality results. There are reputable providers in the market from which you can buy high quality reconditioned machines. Some even provide office photocopier machines for rent.

As is the case when youre purchasing or renting any important equipment or hardware for your office, it is essential that you choose an experienced, reliable and honest supplier. Such a service provider would be able to provide you with a variety of options and even help you decide which solution best suits the needs of your business, helping you achieve the desired results.

In addition to choosing the right equipment, it is also important that you choose a good support package. While most new equipment is covered by a fairly long warranty period, you may like to consider opting for an extended warranty for the product you purchase. This will provide you with continued peace of mind over a long period. Also, when choosing a second hand or reconditioned machine, be sure to choose a service provider that has the experience, the resources and the technical knowhow to provide you with a high level of good quality support. This will ensure that your business is able to function smoothly and there are no unforeseen interruptions at any point in the future, allowing you to enjoy the best results for your business.

So seek the help of an expert photocopier machine provider and give your business an edge over your competitors by automating your office.

Phone Systems and IP Telephony Facts

Not all people can grasp the concept of VOIP or IP Telephony. What does it do? What are the requirements? How much does it cost? Why are small and large businesses getting into it?

Definitions need to be established first. VoIP stands for Voice over Internet Protocol. From these words alone, one should be able to have a vague idea of what it's for-meaning it involves voice calls and the internet; which answers the question, "What are the requirements?"

An IP Phone System requires, first and foremost, a steady source for the internet. Features such as voice calls or video conferences cannot be possible without an internet connection. There are now numerous VoIP Phone Systems providers in Clearwater, FL so getting one shouldn't be a problem. Residential and commercial phone systems are a rising trend and the industry sees more growth this 2011, especially for small to mid-sized industries. This now answers the question, "Why are small and large businesses getting into it?" Anything that lowers company costs will be a hit for businesses.

The gist is this: VoIP allows any computer or telephone connected to the internet with internet connection to call another computer or phone at a fraction of the usual cost. VoIP phone system providers charge a lot less than traditional landlines, because they don't have to maintain an expensive network. Instead, they connect callers via the Internet. NEC Phone Systems are now one of the most industry-reviewed providers of hardware that supports all features of IP Telephony.

There are also other technicalities you may want to know such as ISDN PRI T1 and SIP VOIP.

ISDN stands for Integrated Services Digital Network. PRI means Primary Rate Interface. ISDN PRI T1 a communication standard that has to do with the use of multiple channels doing simultaneous transmissions such as voice calls and emails. ISDN PRI T1 is a must in order for a phone system to work, especially if we're talking about a large network of users that are interconnected. Having this telecommunication standard level makes it possible for a group of phone system users to make calls, transfer data, email, voice chat, etc. all at the same time. This means data are no longer just in analog form but instead converted to digital. IP Telephone systems would not function without ISDN PRI T1.

SIP or session initiation protocol is the IETF (Internet Engineering Task Force) protocol for VOIP and other text and multimedia sessions, like instant messaging, video, online games and other services. SIP VOIP is like an application that provides users with protocol for creating, modifying, and terminating sessions with one or more participants. These sessions include Internet telephone calls, multimedia distribution, and multimedia conferences. SIP VOIP is like the internal facilitator for all transmissions across your network so that the wires don't get crossed or mixed up.

Now you know the basics of VoIP phone systems. In case you want to have this type of phone system for your home or for your business, make sure you choose a reliable provider that can install, troubleshoot, and support all the above-mentioned standards of phone systems. Make sure they have 24/7 customer support.

Digital South Communications
http://www.digitalsouth.com/
(813) 877-7733
(727) 441-2700
2030 Weaver Park Drive
Clearwater, FL 33765

PestTrak Professional a New Software Solution for the Pest Control Industry

PSI Mobile, developers of mobile software solutions, have teamed up with Bar Code Data, providers of barcode equipment, to produce an out of the box software solution, known as PestTrak Professional. PestTrak Professional is designed to improve the efficiencies of small to medium sized Pest Control companies. It is due to be launched in the first quarter of 2010, empowering pest control technicians with the tools to eliminate paperwork, streamline their operation and improve their efficiency.

PestTrak Professional is a truly mobile solution, loaded on to a hand-held device, such as a Motorola MC55, giving technicians access to live information while on site. Customer details, job schedules and the relevant work sheets needed are available at all times. The technician completes a job and records their findings using the relevant form loaded on the device. Reports are generated immediately using the companys logo and contact details. This can then be printed on site, sent to the customer via email or on to a website portal that the customer can access using a login and password.

Ian Fearns, Managing Director of Bar Code Data says, "Many technicians we spoke to tend to record all their data on paper forms and file them away, often not to be seen again, which causes unnecessary administration. Also they have mobile phones, laptops as well as their paper forms. With PestTrak the technician can just have the hand-held device, which works as a mobile computer, phone and camera. Also in early 2010, Motorola will be launching a chip and pin add-on for their hand-held terminals, so you get payment straight away."

"PestTrak Professional is fully interactive and allows live data to go backwards and forwards in real time, all that is needed is a SIM enabled device. Technicians can receive their daily jobs directly on the hand-held device whilst they prepare for work and go straight to their first job! Elimination of paper reduces the work load back at the office significantly ensuring all job completion, and compliance forms are up-to-date." states Joe Littlewood from PSI.

PestTrak Professional also allows add-ons such as invoicing, GPS, inventory control, health and safety forms, risk assessments and trend analysis. Return on investment is key to smaller operations so the pest control company can choose which modules to add to the basic package therefore keeping the costs to a minimum. Additions can easily be created for specific niche-requirements where needed by the pest control company. The company has full control on how to operate and utilise the system.

Finally with paperwork eliminated and less miles travelled to and from the office to pick up their work, the Pest Control company reduces their carbon footprint and can promote the fact they are an environmentally friendly company, not only with what supplies they use but the fact they dont use paper.

To be kept up to date on the launch, please email cb@bcdata.co.uk or phone 0161 330 0077. Also you can visit either www.bcdata.co.uk/pest or www.psimobile.co.uk/pest for an overview and further news. Also available is PestTrak Enterprise the bespoke solution for large pest control companies.