Last week our partners get together at telecom consulting firm  and by some inspection that was made by our software advisors revealed us the results of the survey made by them. The survey was about interactions of our customers with business enterprise using their phone. They have concluded some positive and negative factors about our brand. The main goal of survey report was to come up with list of instructions that was needed to small enterprises for the improvement of their service quality for their customers.

Survey Result Report:

Over all if we look at the report result we would get to know that people are happy to report their negative feelings which they experience while calling rather than reporting positive feelings about product. The graph below illustrates the customers complaints

A large group of customers reported an issue of unknown caller as you can see in the graph above unrecognized phone numbers complaint is 28%. Based on this result we can conclude that our all customers are highly anxious of unknown calls. This raise the question “Why don’t companies resolve this issue at high priority”?

Tackle the unidentified Caller problem

Usually the small business avoid to use a platform like IP-PBX which is found in other corporate environment while the basic communication products or solution hardly provide features which are required to solve the problem of unidentified caller. SMEs use previous data and make call for promotion operations only if when it has no other option left than exhibit business number or mask number. On the other hand IP-PBX reports the problems and try to generate alternative numbers which are specifically for this purpose.  The service provider, providing VoIP service to businesses value nothing as compare to that Platform like HERO is offering.  This is only one problem which is highlighted while there are many others therefore Robust PBX solution is demandable in now days business environment. Small business who think outbound calling is something serious and important feature to tackle should own and operate their own IP-PBX platform. To know more have a look at Software Advice report.

VoIP market today:

VoIP technology established in last 1990s, initially, adoption by developers and corporation was slow. In 2001, the business calls being conducted by using IP-based line in North America were less than 5%. By 2008, 80% of all new corporate lines installed VoIP lines.

In 2010, VoIP experienced a new phase of development as applications aimed at specific fields like hospitality, health and education.The enterprise and SME sedments have been the mist important contributors to increse VoIP adoption.Small and mid-sized businesses, which comprise an estimated 99% of all businesses in the United States and 98.2% of businesses in Canada, had largely steered clear of early VoIP offerings due to the technical & cost implications of installing an IP-based phone system..

As in 2015, VoIP technology was far from ubiquitous among SMEs. On the other hand, the growth rate in this segment is unparalleled, far exceeding the VoIP adoption rates among corporations in the early 2000s. This presents long-term industry actors with a number of exciting business opportunities for the coming years.

VoIP market trend in 2015:

The appeal of decrease costs and increase the flexibility has led to a marked up in the number of businesses which are abandoning on premise PBX systems for hosted PBX platforms. Cloud based solutions are the best way in future by innovation in technology that led to switch from on premise systems to hosted solutions in easier and more affordable way then ever.

Increse in demand create a major oppertunity for VoIP developers whom are specialise in both fueks on site and hoted solutions. In 2015, on premise VoIP PBX system have keep their place. Moreover all sizes of businesses are turning to cloud based soltions in order to decrease costs abd increase flexibility.

VoIP marker forecast for 2016:

In future VoIP services market is expected the gradually growth due to cost effectiveness, improving network infrastructure across the globe and rising demand for smart devices and mobility among corporate and individual consumers.

The rising competition among the telecommunication service providers and internet service providers across the industry is nourishing the growth of the market in terms of product and service differentiation. While the enterprise VoIP market has been experiencing a shift from traditional telephony using CDMA or GSM to VoIP services using cellular networks such as 3G and 4G for over a decade now. Many analysts hope the transition is now in the midst of a rapid acceleration phase.

Infonetics research expects strong worldwide growth in global VoIP services revenue through 2019, when it will reach $82.5 billion, largely due to expansion of the enterprise VoIP segment.

Cloud technology forecast 2016:

The growth in popularity of hosted (cloud-based) telephony solutions within the VoIP sector is part of a larger multi-sectorial trend that is moving businesses towards a cloud-based service delivery model. In some cases, technology providers are offering non-cloud options altogether – For example, in 2013 software giant Adobe began offering its creative suite product roster exclusively through a web-based monthly subscription.

The Software-as-a-Service (SaaS) delivery approach is expected to see its market share make great gains in the coming years. According to market research firm Forrester Research, the SaaS market – currently valued at $63 billion – is expected to reach a market value of 132.6 billion by 2020.

IP PBX Features for SMBs: The “Essentials”

IP-PBX has some very useful features which make it popular to be used among the SMBs. Is has a set of standard features which help to maximize productivity of all the employees whether they are PC-based workers or are road-warrior to SOHO enabled contractor. A number of the primary functions are shared with the Plain Old Telephone Service (POTS) PBX. Below are the IP-PBX features for SMBs.

  • Interactive Voice Response (IVR)

Presenting a full-featured IVR system for better customer service can prove beneficial for the companies. This system will allow employees to access their voicemail and account information 24/7 all year long. One of the most important aspects of this feature is communication with the auto-attendant. This will enlace the callers to easily access a business corporate resources and information using a telephone keypad. The auto-attendant has features like language selection, call transfer and operator access. This will aid the SMBs to process client calls increasing the productivity without compromising on customer service.

  • Advanced Voicemail

IP-PBX enables digital encoding of the voicemail messages. This gives the users ability to access, save, delete and forward them through computer along with the traditional telephone functions. By defining limits of the users in their profiles, the IP-PBX administrator selects how the voicemail storage is decided for users. It includes of the total number of received messages and the total disk space allowed for storage in the server.

  • Advanced Call Forwarding

Advanced Call Forwarding allows to forward calls to a secondary telephone like to a colleague’s number or a different extension. It helps the callers locate an agent when they are out of the office or not available at the desk. This will help the users to not miss any important calls.

VoIP-exclusive IP-PBX Features: The “Modern Classics”

IP-PBX also has some unique features that are not found in TDM PBX systems, but they have been offered on VoIP-based platforms. These features offer substantial productivity advantages to SMBs.

  • Unified Communications and Messaging

Unified communication allows the voice messages received in voice mailbox are also sent as e-mail to the user attached with a sound files. So they can also be listened and viewed within a browser-based application. This allows the users to access the voicemail from anywhere and can be forwarded conveniently.

  • Hunt Group

This feature is a time-saving call transfer distribution mechanism. Varying call priority weights are assigned to one communal extension. When this extension is dialed, the highest priority weight user extension will ring and then the second highest prior and so on.

  • Presence

SIP for Instant Messaging and Presence Leveraging Extensions (SIMPLE) is a standard found in advanced IP-PBX platforms.  Based on the assigned permission, preferences and presence status, processing logic determines the user settings. The status option consists of available, not available, busy, in a meeting, out for lunch and on vacation. When a certain status is flagged the calls are transferred to a different number. As customers are not kept on wait or hold enhancing the corporate productivity.

  • Call Recording

This feature allows recording the phone conversations for verification of order, to monitor quality and training purposes. They are also saved in the user’s voice mailbox for any future use. These calls are also backed up on a server and in case of emergency can be recovered.