Archive for the ‘VoIP’ Category


Nextiva Customer Success Story: Five Star Tours

The leading tour bus company in San Diego, Five Star Tours and Charter Bus Company is a family-operated business that specializes in international group transportation and tour services along the Californian and Mexican coasts.

We recently met with Alfonso Hernandez, General Manager of Five Star Tours, to chat with him about how his company uses their phone system to conduct their business operations.

Located in a bustling train station, the Five Star Tours team used to have a phone system that was connected to the station’s PA. This proved to be a headache throughout their day-to-day activities, as the system consistently dropped calls, didn’t support caller ID, and wouldn’t accurately transfer calls. On top of that, they would receive conductor messages over their phone calls. It was time for a change.

We were happy to hear Alfonso report that Nextiva’s phone service gave them a 100% turnaround. They can now hear their clients clearly, and they have programmed their call forwarding functions and hunt groups to give the team more freedom of mobility.

Best of all, Nextiva gave Five Star Tours a competitive advantage. That’s the goal of Nextiva’s products and services – to make your day easier and give you a leg up on your competition. We’re glad that we were able to make that happen for Alfonso and his team.

Hear his full story here:


3 Ways to Prepare for a Trade Show

DS2_8820-maWhen we plan events as part of our marketing strategy, there typically 2 primary goals: lead generation and brand awareness, with leads being the most important. There are, of course other reasons to exhibit and sponsor events, such as partner relationship development, meeting with multiple current customers in one location, and even hiring new employees. However, these are generally secondary objectives.

It's no secret that events are quite costly. In fact, they can quickly command 20-30% of your marketing budget with just a few events each year. So, it pays to do it right.

Here are a few tips that can make sure you get the biggest bang for your buck.

1. Start early. With planning, promoting and logistics – it is never too soon to start the process. From ordering onsite services to designing your theme, message as well as promotional and educational materials – event dates are hard deadlines. The show must go on, as they say, so it’s better to be prepared and have all of your information ready with a consistent look and feel, and of course, content.

​Here’s why:

  • Discounts are often available if you order onsite services early.
  • Shipping costs less if you can send ground and use the event transportation company.
  • Avoid rush charges on graphic production and material printing.

2. Prospect pre-event. Tell your customers, prospects, previous event leads and potential partners which events you will be participating in and what you’ll be doing at each one. Share your role in the event; let them know if you are exhibiting, speaking, sponsoring or hosting a custom event. Spread the message across multiple channels and sources so you can attract as many targeted attendees as possible.

Here’s why:

  • The audience is already spending the time and money to get there.
  • Meeting with so many people in the same place reduces your travel budget.
  • Filter through the primary prospects from the “just kicking the tires” so you can focus your follow-up activities on your best opportunities.

3. Create a fun, engaging experience at the event. Background banners and a literature stand with hand sanitizer as your give-away (granted, a much needed item at events, but not the reason people attend) in a 10×10 booth are common place. Be different. Do something fun! Make people want to seek out your booth, event, activity, etc. You are spending a lot of money to produce an event (even with a 10×10 booth) so create a memorable experience that people talk about well after the event ends.

Here’s why:

  • An extra dollar or two (yes, that’s all it takes) on your give-away can stand out as something people remember – and use.
  • Your fun theme will stick with people and help them remember your brand as one they associate with smart and creative people.
  • The last thing you want is to throw money away. And that’s what happens when your give-away is cheap or not memorable.

Nextiva Customer Success Story: Fanology Social

The vibrant team at Fanology Social spends their days helping their clients form one-to-one relationships with fans across social media platforms. The award-winning digital content agency works with celebrities and big brands across the country including Toyota, Mini Cooper, Ashley Tisdale, Waka Flocka Flame, and Shay Mitchell.

We met with Richard Janes, CEO of Fanology Social in Los Angeles, to learn about how his company uses their phone system on a day-to-day basis.

“We’re in social media, so the biggest thing for us is talking to people and having those conversations,” explained Richard. “So if your phones don’t work and they’re crackly…we’re in trouble.”

Once a small team of only 3 employees, their only work phones were their mobile devices. Now at 16 employees and growing, they knew they had to transition to a more reliable communications solution.

When searching for new VoIP service, Richard’s first priority was to find a provider who could provide great customer service. After reading reviews and narrowing down his choices with a few phone calls, he chose Nextiva.

When asking Richard why he picked Nextiva out of all the VoIP providers available, he explained: “They took an interest in our business and about how we could best utilize their toolset. And obviously there were some things that we’re applicable to us, but there were some things that I hadn’t thought about that immediately made total sense when it was explained, because they had the expertise.”

Find out why telephones are not something that Richard has to worry about anymore:


Nextiva Customer Success Story: NDN

The team at News Distribution Network brings content to life for over 146 million viewers worldwide by providing publishers with over 100,000 real-time stories each month. Their mission is to revolutionize the digital marketplace for their publishing partners and brands through profitable, next-generation media solutions.

Every day, NDN employees across the country work 24/7 to provide short-form video content to online publishers and content creators. Founded in 2007, the NDN team now has over 100 employees with locations along both the east and west coasts.

A reliable phone system has proven critical to NDN, as they use it on a daily basis to:

  • Receive information on breaking news stories to get them on their partners’ websites as quickly as possible
  • Have immediate access to contacting their media distributing partners 24/7 in case there is a problem
  • Let employees easily travel between nationwide offices without having to reconfigure a phone each time

We met with Joe Bunker, Senior Director of Network Operations at NDN’s headquarters in Atlanta, to learn about his company’s transition to Nextiva’s phone service in 2009. We’d love to share his story with you:


How May I Direct Your Call?

Cara Plowman has been a member of the Nextiva team since December 2010. She has previously served as Nextiva's OLS Supervisor and Technical Support Manager, and is currently the team's Channel Operations Manager.

When I started my career at Nextiva, I wanted to make a name for myself, have my voice be heard. An eager 20-something, I knew little about the emerging technology known as VoIP, or to what extent my voice really would be heard.  Curious about all facets of cloud communications, I certainly started poking my nose around the office – hungry to learn what everyone knew about VoIP.  I quickly realized how deep the waters run, and how pliable the service has to be in order to meet the needs of so many different styles of business in multiple industries. 

Almost immediately I gravitated towards a high-demand feature, the auto attendant.  A fan favorite as more companies utilize automated systems, the auto attendant replaces the old fashioned switchboard operators of yesteryear.  Think, “How may I direct your call?”   Or, remember the movie Office Space, “Corporate accounts payable, Nina speaking, just a moment.” 

Previously, auto attendants did not leave a great impression on the caller, as they were often shuffled off to hold music by an over-worked, cold secretary. Beginning in the early 1980s, many companies started realizing there’s a better way to route callers, and do so without utilizing man-hours.

At first glance, the auto attendant may seem to be yet another hindrance to “talking to a real person.” But peel back the layers and there’s so much more.  I spent the past 3 years working as one of the “voices” of Nextiva’s auto attendant and "greeting recording team," recording thousands of custom greetings for industry leaders, start-up entrepreneurs, and even a few residential customers.  I learned a few tricks of the trade along the way I’m happy to share.

The big and small of it all

big-dog-little-dogIf you are new to VoIP, you may not know where to start when it comes to drafting an auto attendant. A great first question is, “Do I want my business to look small? Or big?” 

To properly approach this, you’ll need to know where you stand in the realm of the business world.  With only a handful of employees under your wing, it’s easy to designate your company as a small business. But what if you have 20 employees?  What about 50 or 100?  Essentially you should decide if you want your business to look bigger than it is or smaller than reality?

Remember Mom and Pop shops where you call and talk directly to the business owner no matter the time of day? Well, that charm and level of attentiveness isn’t easily obtainable in the modern world. However, if you’re setting up your attendant and want to go for that small-town tenor, make your greeting short and sweet. Delivering callers quickly to a live person should help you convey this impression.

On the contrary, let’s say your business is a one or two person operation. You may not want all clients to know you’re a startup company still. Or, perhaps you are so busy you’d like to have callers navigate through an automated menu to buy time.

Fortune 500 or startup, an auto attendant can dynamically change the way you operate your business.

Take it on the run

If your business expands multiple locations, an auto attendant can unify your business in countless ways. First, with an automated system you are able to have one primary contact number but still route callers to any location under the system. For example, let’s say when your main number is called the greeting states, “Press 1 for the California location. Press 2 for Arizona.”  Now your main number expands over any physical location imaginable. In the past, each location would have a designated phone number.

Or, let’s say you have a representative who works from home or travels. Auto attendants, and VoIP in general, make it easy to route callers to remote employees, while the caller is none the wiser. This also works great if your business utilizes outsourced teams, for example.

Another option is to use the attendant if your business secretary is out for the day or on vacation. Setting up an emergency greeting you can use in cases like this will likely turn a hectic day into one more manageable.

Although you may choose not to use an attendant for day time hours, many entrepreneurs choose to deploy an automatic greeting for times when the shop is closed.  This is a great alternative to being open 24 hours a day/ 7 days a week.  And don’t forget, you can still route calls to remote locations, such as a cell phone, so you never miss a call.

Design on a Dime

Nextiva offers all account holders a free greeting recording, which is a great way to experiment with your new phone system. First you’ll want to draft a game plan. Start with a simple layout and then add to it later. Analyze how callers use your current phone system, and what features would improve their experience.  Let’s say callers are currently routed quickly to a phone, but are placed on hold often for long periods of time. Expanding your greeting would help your reps stay organized and better prepare for the next call.

Figure out how many access points callers require to reach your staff – say, Billing, Sales and Management, and then create dialing options for your attendant.  For example, let’s say you have two primary departments callers can be routed to.  Create an easy-to-follow attendant that welcomes callers, states the company name and 2 dialing options. Then, add in personal touches, such as a company slogan or a nicety, such as “Make it a great day!”

Welcome to PaperTime, the best in the biz when it comes to paper accessories. If you’d like to talk to a sales representative, please press 1. Otherwise, press 2 to speak to the next available support technician. Or, if you’d like to leave a voicemail, please hold or press 3. We appreciate your business, and be sure to make it a great day!

Life Hacks: Auto Attendant Edition

  • Don’t talk too fast or too slow!
  • Long auto attendants can frustrate callers; Be sure your attendant isn’t working against you. Use a timer to see how long it takes to navigate your attendant – most average 1-2 mins.
  • Make sure the script is well-written and easy to understand.
  • Test to be sure night-time schedules work properly.
  • Set up a generic “Closed for the day” greeting for holidays or unexpected office closures.
  • Update your attendant whenever your business needs change.
  • Don’t stray too far from the norm – make sure callers can navigate the system with ease.

Business VoIP ‘s Time Has Come

Posted on by Leo Welder

In the early to mid 1990’s, the Internet was a cool thing. Unfortunately, extremely slow and unreliable Internet Service Providers made it little more than a gimmick for most people. Not too long ago, smartphones with web browsers gave us a glimpse at portable computing, but it took the iPhone and high-speed wireless data plans to integrate them into the mainstream. VoIP is another technology that has taken many years to mature, but its time has finally come. Smartphones and VoIP are rapidly pushing traditional phone lines out of our homes, and all the signs point to the same happening in the business world.

I’ve been reviewing business technology products for the past seven years, and I started paying attention to VoIP services targeting business in 2009. At the time, my office was using a traditional Nortel phone system with AT&T phone lines, and I absolutely hated all of it. The phones were stupidly expensive and the functions were counter-intuitive. We also had to pay an IT guy to setup a new phone every time we made a new hire. When I read that business VoIP phones were less expensive, more flexible, easier to use and required no special IT skills to configure, I was excited to try them out. Unfortunately, when we started testing the products, the reliability and call quality was so poor that we couldn’t justify making the switch in our own office, let alone recommend other business owners purchase the products.

Over the next two years, the business VoIP companies invested heavily in their data infrastructures as well as the VoIP technology itself. The data compression technology that the companies developed dramatically decreased the amount of bandwidth that the phones needed to provide clear reception. Some companies also started creating redundancies with their servers and data, so if systems failed in one location, a backup would automatically take its place. These and other technological and process improvements dramatically improved VoIP’s call quality and reliability.

Stocksy_txp0e3537cfRr5000_Small_177711Our company finally made the switch to business VoIP in 2011. Everything worked as advertised and the features and cost savings were substantial. However, as we grew, we found that the lower equipment costs and monthly per line costs were eventually offset by the fact that every phone had to have it’s own dedicated line. Rather than paying for 4 rollover lines with AT&T, we were paying for 20 lines with our business VoIP carrier (one line for each employee and 2 conference rooms), but most of our employees only needed the phone a few times per week.

Over the last six to nine months, VoIP companies like Nextiva have started to offer customized plans based on each individual company’s needs. You can get dedicated lines, shared minute plans (VoIP’s equivalent to rollover lines), virtual extensions for mobile employees, and any combination of these in order to pay only for what you need.

Like high-speed wireless and smartphones, VoIP technology isn’t perfect. VoIP phone service still isn’t as reliable as a traditional landline, but its dramatically improved reliability combined with flexible pricing plans, incredible features and flexibility have leveled the playing field. The telecom industry recognizes that VoIP is where businesses are heading and the quality is only going to get better. For many businesses, it’s already a much better option than old school landlines.

 

Leo Welder is the Founder of Zilker Ventures, which owns and operates a family of websites focused on business technology. The company’s latest website is FindAFax.com, which is dedicated to online fax and Internet based communications.



How Can Voicemail-to-Email Make Your Life Easier?

Paul Kida has been a member of the Nextiva Support Team since 2010 and now serves as the Onboarding Team Manager.

Voicemail is a very common way for a customer or client to provide you with detailed information about questions, concerns or projects. With so many different things going on in the work place day-to-day, it is expected that at least a few calls might end up in your voicemail box. 

When listening to a voicemail from the phone, it is often easy to miss a phone number or not clearly understand an important part of the message. And starting the entire message over just isn’t an efficient way to work. When using the voicemail-to-email feature, incoming messages are sent to your email where you can open the audio file and listen to it on your computer – a feature that saves time and increases your ability to work remotely.

When listening to a voicemail on a deskphone, you may be required to listen the entire message over again just to catch every important detail.  If there are account numbers, phone numbers, addresses, or other detailed information being left in the voicemail, you may need to listen to the entire voicemail multiple times in order to catch everything. Listening to your voicemails on your computer gives you a time saving advantage, because you can easily rewind to certain parts of the message in case you missed a detail. 

Voicemail-to-email can also help you organize how you will address the voicemail you just received. Certain email programs will let you set up flags and reminders that will ensure you don’t let certain high priority messages fall through the cracks. 

And, you have the ability to control the archived messages on your computer so you won't have to worry about a new message pushing an old message out. This way you don’t have to worry about accidentally deleting important information.

Check out the voicemail-to-email feature with any of the Nextiva Office plans. This feature can be set up within minutes on your phone system.

 


The Nextiva App Has Arrived!

The Nextiva App is here! Available for Nextiva Office ProPlus and Enterprise users on NextOS, it's a free application that simultaneously syncs your business communications between multiple devices. Find out more here:

Download the Nextiva App to your desktop and smartphone today!




 
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