With VoIP, you're not going to be up shit creek without a paddle. It's not going to be the end of the world. It's not going to be that hard. It's not like you have to learn a whole bunch of other things. I'm happy to say that VoIP should have come through and done really well with us and the other businesses that we've been working with.
Nearly 10 years ago, Brisbane had huge floods. As an IT provider, I was asked to quickly go into Brisbane against all the rules that we're being put in to help people remove servers and critical infrastructure. Now, the good news is for most of our customers, we didn't have to do that because we already had the computers and other bits and pieces backed up.
The bad news is we weren't doing phone systems. It wasn't a part of something that we did. And VoIP definitely hadn't really had the legs that it has now 10 years ago in Australia. And that meant that they pretty much lost their phones. They had to be on the phone to Telstra to be able to get the phones diverted to their mobiles. It was huge havoc.
Now, let's imagine the floods happened again (hopefully, they don't). The desk phone that you're using, if it's already connected to a cloud-hosted PBX system, you can just unplug that phone, take it home, plug that phone in and you're up and running. Is that right?
Renier: Yep. And even if you hadn't said anything up yet, go into your browser log and change whatever setting you want. Now you're forwarding goes to wherever you need it or download the app on your smartphone. Now it's ringing in your pocket. Download the app on your laptop, log in and you're done. And you don't have to contact anyone for that.
The Perfect Solution to Remote Offices
One of the things I want to talk about a cloud-based VoIP phone system is for when you've got a distributed office already. Let's say you've got some people over in the Philippines, India, Canada, America, Australia, New Zealand, or the UK. As businesses are growing, more and more people are working from around the place. This gives them access to be within your own infrastructure, potentially available to do inbound or outbound calls to clients that are fully recorded with all the analytics injected into your CRM systems. Is that correct?
Renier: Yeah, you can definitely do that. For some businesses, they need that 24-hour coverage, either for inbound calls or for outgoing calls. Because you can have everybody on the same system, all of your data, all of your billing, everything is in one place. If there is some kind of disaster somewhere in the world, like an office somewhere either loses its connection completely due to a natural disaster or a damaged data centre, calls can be redirected to other teams in order to pick up that slack.
If you're in a business where you have this very elastic team, it's a fantastic option because you can go from having two people working with you to two hundred in two days and then really two minutes and then back down to two the following month.
Renier: Not all providers work the same way. Some contracts don't always allow for such flexibility, so it's just something to consider. But like most monthly rolling contract things, if you suddenly need someone, you add them, you pay, you move on. When you don't need them anymore, you move them. You don't pay for them anymore. We used to have a system where if you don't need to use it anymore, you need to delete them. Now we’re a little bit different. If you need it in the future, instead of having to enter all of the data that you might need from scratch, you just edit that user, make any changes you need to activate them.
Monitor Your Employees, Run Your Business Efficiently
That's pretty cool. You also can also make sure they're all staying professional on the phone as well, right?
Renier: That's a feature we call barging. You can barge in on the call and either just listen, whisper in so your employee can hear you, but the caller can't. You can take over the call and make it like a three-way conference. And then at any point in time, the listener can go back to either just listening or just completely disconnect the call if they need to do. We started implementing the system, we started incorporating it ourselves. That way, you can have your Level 1 or your frontline support assisted by main support without them having to take an entire call. And they can just inject and help with little bits of information.
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