The global pandemic put a big emphasis on the need to run a business from anywhere. Enabling employees to work remotely requires cloud solutions. This includes collaborative platforms like Google Workspace and Microsoft 365. VoIP (Voice over Internet Protocol) phone systems have also become critical.
VoIP allows companies to stay in contact with customers and potential customers. Employees can work from anywhere and still answer the business phone line. Callers get a similar experience no matter where employees may be working, office, or home.
When you have people working from home, those old landline systems are inefficient. This has led to a large movement by businesses to VoIP. Both for necessity and cost-savings.
According to Microsoft, 82% of organizations have reported saving money after implementing VoIP.
While VoIP is the way to go for the future, this doesn’t mean it’s foolproof. Companies that don’t set up their system efficiently, can experience issues. This includes things like dropped calls, low bandwidth, and features left unused.
If you’ve been struggling to make your cloud phone system more efficient, check out these tips below. They provide setup best practices for VoIP. Use these to positively impact your bottom line.
1. Check Network Capabilities
You can’t just assume that you can enable a VoIP system, and all will be well. Your network may not be able to handle the extra bandwidth needs without adjustments.
Things you want to look at include jitter and packet loss. Additionally, review router settings to make sure it can handle peak traffic times. Experiencing dropped calls or choppy audio shows a need to address issues. These may include adjusting network hardware and/or increasing your ISP bandwidth.
2. Prioritize Your VoIP Software Using QoS Rules
Quality of Service (QoS) is a router settings area that allows you to say which traffic is most important. If QoS is not in place, it means resource issues. A large cloud backup could kick in and interrupt your calls because it’s taking up bandwidth.
QoS sets up “traffic lanes” that give priority to certain functions. You’ll want to have your VoIP software prioritized to get the bandwidth it needs. This avoids issues with less critical processes hogging up internet resources.
Using QoS keeps your calls smooth. It also improves the reliability of your cloud phone system. It’s also a good idea to use these rules for other important cloud activities.
3. Provide Quality Headsets for Your Team
A cheap headset can ruin the call experience for a potential customer. If someone calls in and can’t hear anything or gets choppy reception, they’ll quickly get frustrated. They will most likely figure that your company doesn’t have its act together.
Your employees may not be able to afford high-quality headsets. They also may not know what type to buy. Head off potential problems by issuing quality headsets for your team to use.
4. Set Up Departments & Ring Groups
One of the great features of VoIP phone systems is the ability to set up ring groups. You first set up your department groups (accounting, marketing, etc.). Then set the included employee extensions.
Creating a ring group allows you to have a call go to your customer support department as a whole. This is better than one person, who may be busy. That way, the whole group gets the ring, and the first available person can pick up.
Ring groups improve the caller experience by reducing the wait time. It can also mitigate the need for the caller to leave a voicemail and get stuck waiting on a callback.
5. Create Your Company Directory
Auto assistants are extremely helpful and nearly all VoIP systems have them. First, you set up your company directory and then record messages to prompt the caller.
For example, you can set up a message that prompts them to input the last name of the person they are trying to reach. If they aren’t calling a specific person, they can be routed to a department.
While setting up a company directory takes a little effort upfront, it will save much more. You no longer will need to have someone specifically routing every call. Callers can also get to the person or department they need faster. This improves the customer experience and boosts office productivity.
6. Have Employees Set Up Their Voicemail & VM to Email
When you get out of a long meeting, going through a bunch of voicemails can take time. Instead of having to listen to each one to see which calls are a priority, you could simply read through them.
The voicemail to email feature in VoIP phone systems will automatically transcribe voicemails. They are then emailed to the recipient. This improves efficiency. It also eliminates wasted time having to listen to entire messages to know who called.
Have employees set up this feature with their extension and email address. Some VoIP systems also offer an option to have transcribed voicemails sent via SMS.
7. Train Your Team on the Call Handling Process
Don’t leave your employees to jump in and learn a VoIP system themselves. It’s important to train them on the features and the company calling process. This ensures that your team can enjoy all those time-saving features.
Get Help Enhancing Your Business Phone System
Need help improving your business phone system? Looking for a better customer experience? Give us a call and schedule a consultation. We can help!
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This Article has been Republished with Permission from The Technology Press.
5 Ways to Balance User Productivity with Solid Authentication Protocols
One constant struggle in offices is the balance between productivity and security. If you give users too much freedom in your network, risk increases. But add too many security gates, and productivity can dwindle.
It’s a fine balance between the two, but one you can achieve. Organizations need to recognize the importance of both. And not sacrifice one for another.
A recent report from Microsoft notes a dangerous lack of authentication security. Just 22% of Azure Active Directory users had multi-factor authentication (MFA) enabled. This means that over three-quarters were at a much higher risk of an account breach.
Why do organizations fail to adopt important security protocols, like MFA? We know that it's as much as 99.9% effective at stopping fraudulent sign-ins. Yet so many companies aren’t adopting it.
User inconvenience is the biggest reason. MFA is not expensive. In fact, it’s free to enable in nearly all cloud applications. But if users say that it’s hurting productivity and is a pain to use, companies may not bother with it.
But sacrificing security can hurt productivity worse. Downtime due to a data breach is expensive and can put smaller companies out of business. The main cause of data breaches is credential compromise. So, if you’re not protecting your authentication process, the risk of becoming a breach victim is high.
35% of data breaches initiate from breached login credentials.
There are ways to have both secure and productive users. It simply takes adopting some solutions that can help. These are tools that improve authentication security. But do it in a way that keeps user convenience in mind.
Solutions to Improve Security Without Sacrificing Convenience
Use Contextual Authentication Rules
Not every user needs to go through the same authentication process. If someone is working in your building, they have a certain trust factor. If someone is attempting to log in from outside the country, they do not have that same trust.
Contextual authentication is used with MFA to target users that need to reach a higher bar. You may choose to limit or block system access to someone attempting to log in from a certain region. Or you may need to add an additional challenge question for users logging in after work hours.
Companies don't need to inconvenience people working from normal locations during typical hours. But they can still verify those logging in under non-typical circumstances. Some of the contextual factors you can use include:
- Time of day
- Location
- The device used
- Time of the last login
- Type of resources accessed
Install a Single Sign-on (SSO) Solution
A report on U.S. employees found they use a lot of apps. Workers switch between an average of 13 apps 30 times per day. That’s a lot of inconveniences if they need to use an MFA action for each of those logins.
Single sign-on applications solve this problem. They merge the authentication process for several apps into just one login. Employees log in once and can go through MFA a single time.
Using multi-factor authentication isn’t nearly as inconvenient. Users gain access to everything at the same time. SSO solutions help organizations improve their security without all the pushback from users.
Recognize Devices
Another way to better secure network access is to recognize devices. This is typically done using an endpoint device manager. This automates some of the security behind user authentication. Thus, it doesn’t inconvenience the person.
First, register employee devices in the endpoint device manager. Once completed, you can then set up security rules. Such as blocking unknown devices automatically.
You can also put in place device scanning for malware and automated updates. Both these things increase security without sacrificing productivity.
Use Role-based Authentication
Your shipping clerk may not have access to sensitive customer information. But your accounting team does. One can have a lower barrier to authentication.
Using role-based authentication saves time when setting up new employee accounts. Authentication and access happen based on the person’s role. Admins can program permissions and contextual authentication factors once. Then, the process automates as soon as an employee has their role set.
Consider Adding Biometrics
One of the most convenient forms of authentication is biometrics. This would be a fingerprint, retina, or facial scan. The user doesn’t need to type in anything. It also takes just a few seconds.
Biometric hardware can be costly, depending on the size of your organization. But you can introduce it over time. Perhaps using biometrics with your most sensitive roles first, then expanding.
Additionally, many apps are now incorporating things like facial scanning. Users can authenticate using a typical smartphone, making it much more affordable.
Need Help Improving Authentication Security?
Don’t give up important security because you’re afraid of user pushback. Give us a call and schedule a security consultation.
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Featured Image Credit
This Article has been Republished with Permission from The Technology Press.
