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5 Reasons to Upgrade Your Old-School Phone System

Thinking about upgrading your phone system? It’s a significant expense, and obviously a critical part of your business, so you’re right to take it seriously and do your due diligence. You want to make the right decision.

And the first decision is whether to make a change at all. After all, change is risky, things are going well overall, and this is not your area of expertise. Is it worth it??

Glad you asked!

The question to ask yourself is, “Does my current phone system give me what I need for where I want to go, to where the business needs to go, moving forward?”

If you’re not clear about that right off the bat, here are a few things to consider, based on our experience advising, serving and supporting clients over the last 23 years:

  1. Monthly Recurring Costs – Are you spending too much on your phone bill?  What about the cost of maintenance? Performing a phone system audit will help determine if there is an opportunity for savings while upgrading to the latest technology with a return on investment (ROI).
  2. Outdated Technology – Yes, it works or maybe you’re putting up with how it’s not working.   You can answer a call, put it on hold, but what happens when you’re out of the office and you’re expecting an important phone call?  What do you customers experience when they call in (music on hold or lack thereof)?
  3. Valuable New Features – How can an updated communications platform help you with accomplishing your business goals?  What features will improve overall efficiency with connecting your customers to your team? Mobile Twinning and Mobile Apps, Voicemail to Email, Advanced Call Routing, Video conferencing, VOIP and Unified Communications are some of the features that improve the overall customer experience while having your team connected with freedom and ease.
  4. Reliability and Flexibility – What will customers experience during a power or service provider outage (internet, phone, etc.) and how easy is it to re-route calls or have your team work off-site?  Having a reliable and flexible communications platform and a backup plan in the event of unforeseen issues are important factors to providing a robust communications solution.
  5. Capacity – From moving or adding another office to adding employees, having a phone system that easily grows with you is important to achieving your business goals and connecting your team together, wherever they physically are located.

We know change is risky, but you deserve to have what you need to be successful in your business–and that includes your phone system! So take a good look at our list, and your real situation, and make whatever decision is best for you.

And of course, if you have any other questions, let us know.

From Good to Great: 3 Ways to Improve Your Call Center

Your call center is working pretty well, right? Sure you’ve got some employee turnover, and–like any business unit–your fair share of fires to put out, “people problems”, and some strategic missteps while adapting to a dynamic market and service environment… but even with all that, you’re successful. It’s working. Which is awesome.

But, of course, you want it to be better. You want a better a better customer experience. You want a better employee experience. A better management experience. And yes, better results on the bottom line.

So, without messing up anything that’s currently working, how can you level up? Well, there is any number of gaps/opportunities in your system, and we’d love to show you precisely what those are, but without being able to take a closer look at your specific situation, here are a few immediately actionable ideas to consider:

(1) Reduce Hold Time & Call Abandonment with Queued Call Backs  

Making it convenient for customers to receive a call back instead of waiting on hold boosts the customer experience, demonstrating that you value their time.  In a world where people have grown accustomed to spending hours on hold while listening to repeated recordings about how “important” they are, having your system actually demonstrate that thoughtfulness and ease of use creates a marked experience of service and  care. Also, given that experience, they are more likely to be in a better mood when speaking to your employees, yielding better experiences on both sides and more productive conversations. 

(2) Keep Your Customers Engaged and Informed with Music on Hold and Queued Called Messages

Changing up the music on hold regularly and recording custom greetings specific to your business allows customers to learn about products, services and promotions, while breaking up the monotony in the waiting.  Communicating the approximate hold time and letting customers know where they are in line (2nd call in queue, etc.) reduces the stress of not knowing when they’ll speak to someone and shows that you value their time waiting. And of course, that’s only if they haven’t opted for a convenient Call Back!

(2) Manage What Matters & Engage The Team with Real Time Statistics

Agent Dashboards and Wallboards allow everyone on your team to have a pulse on the status and productivity of the calls.  How many calls are holding and for how long? How many calls are each employee taking per day? Measurable results show just how effective your business is at achieving its goals and you’ll also be able to easily monitor your employees at any given time.  It also gives your managers and employees real-time insight into team and individual performance, identifying peak times and staffing appropriately, increasing employee morale and improving customer experience.

So while this list is obviously not even close to comprehensive, and perhaps you’re already using some of these tools, it’s a good place to start if you’re looking to up your game overall. And if your current system doesn’t allow you to start doing any of these things, or do them in a way that’s easy to manage, then yes you want to start looking at some new options. Until then, try these out and let us know how it goes and how we can help–that’s what we’re here for.

Enjoy Safer Technology With ESET

With attacks like WannaCry and Xdata making headlines, ransomware is starting to sound like old news. Unfortunately, it’s not. More than 4,000 ransomware attacks have occurred every day since the beginning of 2016. That’s a 300 percent increase over 2015, where 1,000 ransomware attacks were seen per day. Easy and cheap to execute, with high profit potential, ransomware isn’t going anywhere. ESET blocks WannaCry ransomware.

 

 

Get powerful protection from all the latest cyberthreats and attacks with ESET

ESET’s Multi-layered security keeps you safe from the newest Ransomware attacks!

Network Attack Protection

Prevents the spread of ransomware by protecting against vulnerabilities for which a patch has not yet been released or deployed.

Cloud Malware Protection System

Analyzes submitted malware and provides results to endpoints without requiring an update.

World Class Antivirus and antispyware

Eliminates all types of threats, including ransomware, malware, viruses, rootkits, worms and spyware.

DNA Detections

Malicious code can be easily modified or obfuscated by attackers, but behavior of objects cannot, so ESET detections take advantage of this principle.

 

Contact us today to learn more!

Understanding Cloud Technology

1. What is the Cloud?

The cloud is virtual and therefore does not require any hardware of your own to deliver a service. Cloud technology can deliver that service to you, without having to install anything or have it on a server at your business. This is something that you can access remotely, or via the Internet through your web browser. Offsite, secure third party data centers manage all of your cloud data so that you can access it at your convenience.

2. You May Already be Using the Cloud

Are you using Gmail? Amazon Music? A Kindle? Dropbox? These are all cloud services that store the data you access. All you have to do is log in to their servers to get what you need. If you use an Apple iPhone or iPad, then you’re familiar with the iCloud service, the cloud technology that allows you to sync and upload your photos and contacts.

3. Why Use the Cloud?

The cloud is convenient for accessing and backing up data no matter where you go. With it, you can access servers anywhere, rather than just locally from your office. This allows you to perform your job duties at home and on the go! There is no need to carry around (and risk losing) USB drives with sensitive information on them. If you lose that USB drive, then your files are gone forever. If you back them up to the cloud or store them there, however, you can easily retrieve that data.

4. Why is the Term “Cloud” Used?

There is both a literal and figurative meaning here. Have you ever laid down in the grass, and looked up at the clouds in the sky? Oh, look, an elephant! A boat! Oh nice, a dinosaur! But the person next to you may not see the same shapes. They may see a sandwich, a skyscraper or an airplane in the clouds instead. The possibilities are almost endless, and not everyone has the same vision. Cloud technology is similar, offering a plethora of possibilities to help support and scale your business. Also, clouds are generally always above us. Just head on up, and grab whatever you need on-demand. The sky is always accessible.

So, you can store and access files in the Cloud. You can use cloud-hosted applications, like Gmail and GoogleDocs. Finally, the cloud gives you access to your data anywhere with a network connection. This all sounds great, right? It is, but as with anything on the Internet, these services need to be used responsibly. Is your IT services provider helping to manage this?

Let indieTECH’s experience work for you. No matter how big or small your needs are, our team can help you manage them.

Contact us today to learn more!

Small Business Communications

If you own a small business, you are aware of the constant communication that must go on. Like bees around a hive, you and your workers must spread your vision and message through effective marketing strategies, as well as keep in touch with your regular client base. Added to that is the constant communication done within the company: colleague-to-colleague, and business-to-business. To streamline your process, get the most out of your 8-hour workday, and make it effortless for partners and clients to communicate with your company, you must first implement the right communications systems in your beehive.

 

This is where Avaya IP Office comes in! Avaya unifies your in-house communications so that collaborative efforts are not bogged down by the lack of a streamlined system. Connect your company phone system to your mobile devices for a productive experience on virtually any device. Get voice, mobile, and video powerful enough to support 2,000 users. Our small business set up is easy to work with, easy to manage, and all from a single source.

 

Take a look at what Andrew Altschuler, from AmeriMerchant had to say about Avaya IP Office.

“In an industry that has become very competitive in the last few years, highly responsive communications are vital to our business. […] It’s all about speed to market – and Avaya IP Office allows AmeriMerchant to map out how we want to perform in the market place. ” –Andrew Altschuler, Vice President Business Development

 

Communication solutions can have lasting benefits for businesses. With a modern process of interconnectivity on all platforms, work productivity increases, management and repair costs dwindle, and customer service skyrockets. This means less hassle and more profits, as your company focuses on what’s really important, having an efficient and effective company that puts your clients first. Contact us at 855.804.TECH to see how indieTECH can help increase your productivity with the Avaya IP Office System!

Personalized Solutions For The Modern World

Times are changing and with it so are company IT solutions. Using the most effective technologies and services that fit your company, can make a huge impact on your company’s efficiency. The indieTECH team is proud to partner with our clients to find them the most effective plan that suits their individual needs. Our mission is to help small businesses succeed with tailored phone and IT technology.

 

Christy, the owner of indieTECH started out young, like many small businesses. At the tender age of 22 she moved to Orange County to become AVAYA’s first full-time install technician/project manager for a local business partner.

 

Christy’s experience and education became the backbone to a great company philosophy. Making a difference in the world by helping small businesses become efficient and forward thinking with their technology needs. As technology evolves, smaller companies are the first to get left behind. But indieTECH’s tailored assessment plans help small businesses work efficiently.

 

Learn more today on how we can help.  With different solutions for any type of business, IndieTECH can help you save time and money. From Avaya IP Office system, hosted email, Ring Central, and the reliability of tailored solutions to fit your individual needs, contact us today and get a personalized plan tailored to you and your business!

 

Going Green

It is no secret that companies need to do their part by being environmentally conscious. Caring about the environment is second nature here at indieTECH. With more businesses going green, finding Green IT solutions for your business has never been easier. Check how indieTECH can help your business be more environmentally friendly.

 

REDUCE WASTE

All businesses create waste. From excess paper to unnecessary storage, it is easy to lose track of the efficiency of your company as you expand and grow. At indieTECH we assess and analyze what green strategies can work for your company. When implemented, these processes can not only reduce waste, but also increase efficiency, and save you time and money.

 

IMPROVE WORK ENVIRONMENT

Did you know that a UCLA study found that companies with green practices have employees who are 16 percent more productive? When your employees streamline processes, they get less bogged down with finding that paper with critical information and become much more productive. Going paperless, or eliminating excess waste can actually boost work morale as protocols get more efficient and work becomes easier. Additionally, people who are personally invested and connected to the companies they work with indicate a happier work outlook.

 

Going green is definitely the wave of the future. At indieTECH we can assess which green strategies are suitable for your company. With a uniquely tailored plan created specifically to suit your needs, it has never been easier Eliminating unnecessary waste and expenditure will not only make your company efficient, it can increase company morale, save time, energy, and revenue, and most importantly save the planet.

 

IndieTECH prides itself on great customer service, with tailored plans that suit your individual needs. From Avaya IP Office, Ring Central, to hosted email on cloud servers, indieTECH has the right plans to help both you and the planet. Contact us today to see how we can help.