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Best Cloud Telephony Service Providers .pdf



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Tips for Choosing the
Best Cloud Telephony
Service Providers
Start receiving calls on your new number
instantly. Three simple steps, Choose
your number, choose your plan, choose
your destination (ip address or phone
number) anywhere in the world and
press Go. That’s it. You o ha e a
global presence.

1: INTERNATIONAL PRESENCE Build your overseas business with our
international
toll
free
numbers.
International toll free numbers are a
cost effective way for customers to
instantly reach you from countries
here you do ’t ha e a physi al
presence. Toll free numbers can be
routed to your office lines, PBX, IP
Phones or personal landlines or mobile
phones. Calls made by your customers
to our toll free numbers are free.
2: CALL FORWARDING Seamlessly forward your inbound toll
free calls to a mobile or landline
anywhere in the world.

3: TIME OF DAY ROUTING Never miss a call whether during office
hours or not. Multiple routing choices
for office hours and non- office hours
such as VoIP Extensions, Mobile or
Landline, Office PBX or Dialer, Voicemail
etc.

Time of Day (TOD) routing is a very
powerful call routing feature that can be
used to ensure that every call is properly
routed to an appropriate extension no
matter what time it arrives. TOD routing
can be used in a variety of ways that will
increase your efficiencies and customer
satisfaction. The main function of TOD
routing is its ability to transfer, forward
or route incoming calls to specific
phones depending on what time and
day of the week it is.

For instance, say you work in the office
from 8am-5pm. During these hours, you
can have all your calls delivered to your
work phone. After these hours, you can
set the Time of Day Routing feature to
deliver your calls to your personal cell
phone. This gives you ultimate flexibility
so you’ll e er iss a i porta t ork
call. During weekends you could divert
all calls to a custom recording and then
voicemail.

Your customers perceive a better
customer service experience because it
e sures that they’ll e o e ted to a
available agent when they call.
4: AUTO ATTENDANT Play a professional sounding greeting to
welcome your customers when they call
in. If you have multiple incoming Toll
Free Numbers, you could play a different
recording on each number. You may
choose to play your own recording or
use our default recording or not play a
recording at all. Custom recordings can
be uploaded via the self-help customer
portal.
5: QUEUES AND GROUPS Organize your agents in Groups and
Queues. Call Queues allow calls to be
queued whilst agents (members of a call
queue) answer calls. If all agents are

busy, calls do not go unanswered but
wait in a queue until an agent is
available to take the call. You could
upload and play a custom promotional
message or music while customers are
waiting in queue. Multiple inbound
numbers can be routed selectively to
different groups of agents, for example
sales, billing, support etc., each with its
own custom queue recording.

For example, you can define a group of
three sales people (agents) and have the
general number route to the sales
queue. If all three sales agents are busy,
callers will be kept in the queue until the
next sales agent is free. If more than one
agent is free you could have calls ring all
agent extensions simultaneously, in
sequence or the agent extension that
has been the most idle. You could even
have agents being members of more
than one queue.
6: CALL CONFERENCING Seamlessly add and connect a third
person to your two-way conversation,
with the press of a button on your soft
or hard IP Phone.

7: CALL RECORDING -

10: REAL-TIME MONITORING -

Record all calls or selectively per user
and download or stream and listen from
the self-help portal. We store all
recordings for a period of two months in
mp3 format.

Manage your call flows in real time by
viewing calls in queue, so that you can
increase or decrease the number of
agents to optimize queue wait time.

8: VOICE MAIL Should agents not be able to take a call,
your customers can leave a voice mail.
Each toll free number is linked to a voice
mailbox, so when the number is called
and the line is not answered or is busy,
the caller listens is played a custom (or
default) message previously recorded
and uploaded by the user. This message
can give instructions to the caller to
leave a voice message. As soon as the
caller has left a voice message, the voice
file is attached to an email and sent to
the customer.

11: LISTEN, WHISPER, BARGE These are powerful advanced call center
features allowing supervisors to listen in
on agent conversations while being able
to speak to the agent only or agent and
customer for quality control, training
and escalations.

Listen- A supervisor can silently monitor
a two-party call made by or answered by
an agent on a conversation with an
external party. No audible sound would
alert the agent or the customer that the
conversation is being monitored.

9: WEB PORTAL AND REPORTING Comprehensive web portal to view and
manage payments and all features and
services. You can review and download
CDRs, Call Recordings, Account Balances
and much more. You could also upload
recordings and configure each feature to
optimize
performance
for
your
application. Make online payments and
top up your account.

WhisperA
supervisor
silently
monitoring a call between an agent and
a customer can privately speak to the
agent, without the customer hearing the
discussion. When the whisper feature is
activated, the supervisor can begin
speaking to the agent. This is onedirectional audio from supervisor to
agent. The customer will not hear the
whisper. Both supervisor and agent can
hear the customer.

Barge- A supervisor who is silently
monitoring a call decides to enter the
conference bridge, joining what then
becomes a full three-way conference
call, where all three parties can hear
each other.
12: NOTIFICATIONS We send you regular email and SMS
notifications with balance and usage
details with adequate advance notice for
renewals.
13: COMPLETE CONTROL Our simple and powerful GUI gives you
complete control of your call flow
configuration for your application. It is
so simple you will never need to talk to
an IT person.
14: 24 X 7 X 365 SUPPORT We have the best tech support in the
business. Chat or talk to a real engineer
round the clock, 365 days a year, for all
your support questions and assistance.

16: WEB PORTAL Build your overseas business with our
international
toll
free
numbers.
International toll free numbers are a
cost effective way for customers to
instantly reach you from countries
here you do ’t ha e a physi al
presence.
17: CALLER BLACKLIST This feature allows you to blacklist
allers you do ’t ish to re ei e alls
from. The phone numbers to be
blacklisted can be configured from the
self-help portal.
18: CALL TRANSFER This feature allows you to transfer
inbound or outbound calls to another
extension. An agent may wish to
transfer a live call to another colleague
or department or even to a supervisor.
This can easily be done by a couple of
key presses.
Source: http://etitel.com/features

15: TOTAL RELIABILITY Our state of the art robust and
redundant network, located in Los
Angeles, guarantees 99.99% uptime so
you can rely on us to run your business.


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