Posts Tagged ‘VoIP’


Advanced Call Routing with Nextiva’s Cloud-Based Phone System

7-23 Call Routing smallBusinesses are always looking for ways to maximize productivity and efficiency, while minimizing costs. It’s a balancing act that can be very hard to achieve, especially when factoring in customer service. Ensuring customers are not only happy, but loyal is the key to business success, and this can only be achieved by offering superior customer service. So how do you keep costs down, maximize productivity and deliver memorable customer service? The answer: Advanced Call Routing.  

Advanced Call Routing allows you to determine how incoming calls are handled, commonly with a welcome message containing a menu of options for the caller to choose from. With the rise of cloud-based business phone systems, implementing Advanced Call Routing at your business is now easier than ever, and you’ll begin experiencing the business benefits immediately.

Benefits

  • Increase customer satisfaction by connecting them to the department they need the first time
  • Increase team productivity by decreasing time spent speaking to customers that would be better served by a different department
  • Eliminate the need for a receptionist to direct calls to the appropriate department or team member

Features

  • Route calls based on business and after hours schedules, as well as location
  • Manager call routing and make adjustments in web-based user interface
  • Create employee groups (also known as Hunt Groups) to receive calls routed from specific numbers, based on the time of day or call volume
  • Route calls to alternative numbers, mobile devices, or to voicemail based on customizable schedules

Businesses of all sizes and industries will benefit from implementing Advanced Call Routing. Visit www.nextiva.com to learn more.


Nextiva Customer Success Story: Progressive Medical Center

Progressive Medical Center is a national integrated medical clinic headquartered in Atlanta, Georgia. They cater to patients with a variety of medical conditions and each center contains a blend of MDs and naturopaths that work together to help patients identify the root cause of their symptoms. With plans to expand the number of locations in the coming years, Progressive Medical Center was in need of a scalable phone solution that could easily grow with their business.

After looking at past few invoices and noticing that their service fees were consistently high every month, Progressive Medical Center knew they needed to switch to a phone solution that better fit their business needs. Carey Spurgeon, New Patient Acquisition Manager, explained the importance a reliable phone service, attentive support and no service or maintenance fees were for their business. After extensive research, they found that Nextiva met all their criteria for the ideal phone service provider. Nextiva’s 100% U.S.-based support takes care of all Progressive Medical Center’s questions and account updates at no additional fee, significantly reducing their operating expenses.

Implementing Nextiva’s cloud-based business phone system has provided Progressive Medical Center with many benefits, including:

  • Opening more locations across the U.S.: With plans to open more locations and grow their staff across the country, Nextiva’s phone solution easily connect all of their offices and additional lines of service can be added to their account in minutes.
  • Flat monthly fee per user: Unlimited long distance calling within the United States and Canada has saved the company significantly.
  • No service fees or hidden costs: All customer support and system maintenance is included in Nextiva’s flat monthly fee per user. Now Progressive Medical Center always has the latest technology and can make changes to their account and call flows without the fear of racking up an expensive service bill.
  • Reliable service and exceptional call quality: It is imperative that patients can creach the medical offices whenever there is an emergency, so they need reliable service with crisp call quality to build trust with the staff and physicians over the phone.
  • Employees have access to their business phone anywhere: Medical emergencies don’t follow a 9-to-5 schedule and can happen at any time. The Nextiva App allows doctors and staff to stay connected and assist patients with emergencies so they get the care they need, when they need it.

Meet Carey Spurgeon, New Patient Acquisition Manager, and hear her share her story in the video below. 


Say Goodbye to Background Noise with Polycom’s Acoustic Fence Technology

At Nextiva our goal is to simplify business communication, and one of our long-time partners, Polycom, shares this goal. The well-known business phone manufacturer has released revolutionary new software for their Polycom VVX series phones that change the way Nextiva customers who use Polycom phones communicate.

Polycom’s UC Software 5.3 release, which Nextiva was the first provider to support, features the new Acoustic Fence technology. What exactly is Polycom’s Acoustic Fence you may ask?  With this technology, surrounding audio is evaluated when you’re on a call using your Polycom VVX series phone, and the phone performs noise cancellation for the person on the other end so only your beautiful voice is heard. In order to take advantage of this technology, you must be using a handset or headset and be within proximity of your phone.

Call centers, busy office environments, restaurants, retail stores, medical offices, law firms, and a variety of other industries benefit from this technology. No ones likes constantly asking the person on the other end of the call to repeat themselves because the background noise is drowning out the conversation. A live band could perform in your office and the caller on the other end of the phone never has to know.

Eliminating background noise for callers has numerous benefits, including:

  • Reduce customer frustration: The person on the other end of the call hears your response the first time, rather than having to constantly ask you to repeat yourself because they can’t “hear you.”
  • Reduce call times: For call centers and busy offices reducing call time is vital to reducing wait times and assisting callers in a timely manner.
  • Increase productivity: Repeating yourself is a time suck, not to mention it can be frustrating. Having a conversation without constant interruption because of background noise and needing to repeat information increases ones productivity so they can accomplish the task at hand quicker. 

Want to see Polycom’s Acoustic Fence technology in action? Check out the video below featuring the legendary Sexy Sax Man. 

To learn more about Nextiva's cloud-based phone system, visit www.nextiva.com


Nextiva Customer Success Story: Charlotte Geek

At Nextiva, our goal is to simplify business communication so you can focus on the important stuff, such as running your business. Our products and features are designed with the busy professional who is always on the go in mind. Our cloud-based phone system allows users to increase their productivity, flexibility and mobility with the NextOS platform. We are excited to introduce you to Charlotte Geek, one of the businesses we serve that takes full advantage of our mobility features.

North Carolina-based Charlotte Geek is an IT collective made up of IT professionals who have been permitted by their current employers to assist other small businesses in the area with IT skills that they do not currently have. Paying a monthly fee for an IT consultant is not realistic for many small businesses, especially those that only need assistance with technology-related questions or issues a few times a month. Charlotte Geek provides these local businesses with an affordable resource that is essential to their business success. IT professionals that are a part of the collective are scattered throughout the city and work on an as-needed basis for Charlotte Geek. These IT professionals are often on location and needed a phone system that they could access from anywhere so they didn’t have to provide multiple numbers to their clients.

Daniel Pentecost, Founder of Charlotte Geek, and his team were in need of a phone system that provided them with all of the traditional features of a business phone system, but allowed them to access their phone while out in the field. Additionally, they wanted to have the ability to easily transfer calls from their desk phone to their cell phone, without the client they were currently speaking with knowing as they are frequently running from one location to the next.

The NextOS platform, and specifically the Nextiva App, provides Charlotte Geek with numerous business benefits, including:

  • Mobility: Charlotte Geek IT professionals are always on the go, and they need to have the ability to easily transfer a call, put a client on hold, or instant message a colleague, which is all made possible by the Nextiva App.
  • HD Voice: Crystal clear voice quality is essential for Charlotte Geek. The team is often on the road running between client appointments, and the HD Voice feature builds trust with their clients and shows them that they are a professional company that will take care of their IT needs.
  • Amazing Service: Charlotte Geek knows they can count on Nextiva to make updates to their account quickly so they don’t experience service interruptions, whcih are common with traditional phone providers.

When discussing the importance of Charlotte Geek’s phone system, Daniel said, “A phone is the lifeline of our business, and I absolutely consider Nextiva to be that lifeline for us.”

Meet Daniel and hear his story in the video below:  


Nextiva Customer Success Story: Defy Gravity

We love visiting the businesses we serve and learning more about their business and how they use their phone system. On a recent trip to North Carolina, we had the pleasure of visiting Defy Gravity, an indoor trampoline park based in Charlotte, North Carolina, with other locations throughout the state. With 10,000 square feet of open jump space, a dodge ball court, basketball hoops, and foam pits, it is an exciting activity park that all ages enjoy. They recently added a ninja course featuring 13 obstacles that young and old can experience and conquer. The trampoline park also hosts a variety of parties and events, from birthdays to company team builders.

The company had previously tried another VoIP provider at their other locations, but was dissatisfied and frustrated with the customer service they received. When opening their Charlotte location, they knew they wanted to go with a different provider and did extensive research, which led them to Nextiva. From their first call with an Account Executive to setting up their system and making adjustments along the way, Nextiva’s team has been there for them every step of the way.

Delinda Hernandez, General Manager, told us about how the trampoline park uses Nextiva’s cloud phone service to communicate with customers and grow their business. Defy Gravity has received multiple benefits from switching to Nextiva, including:

  • Instant Updates: Changes to Defy Gravity’s phone system can be done with one phone call to Nextiva’s Amazing Support team. Also, Nextiva handles all maintenance and service upgrades to their phone system at no additional charge.
  • Reliable customer support: Nextiva’s support team is dedicated to resolving any issues that arise and will stay on the phone until they confirm that everything is working correctly.
  • Scales with business growth: Defy Gravity plans to add more parks in the future, and Nextiva’s cloud-based platform allows them to add users and additional locations to their Nextiva account in a matter of minutes.

Meet Delinda and hear her story in the video below: 

 


Call Forwarding: Route Your Calls However You’d Like

Mature business woman talking with mobile phone on urban outdoors.You’ve probably experienced this scenario before: you’re calling a business and their phone rings, and rings, and rings. This causes you frustration and valuable time is wasted. This business did not have an essential tool in their business communication arsenal—call forwarding.

While the concept of call forwarding is pretty straightforward and basic, it can revolutionize your business. Reduce your customers and colleagues frustration and wait times by automatically redirecting, or forwarding, calls to a third party destination, such as a phone number or extension based on circumstances you specify.

Do you want a call to forward to your cell phone if you don’t answer your desk phone after three rings? Do you want to forward all calls to a specific number after your business is closed for the day? If you answered yes, then your business needs call forwarding.

Benefits of Call Forwarding:

  • Reduce customer frustration and unnecessary waiting
  • Ensure important customer calls are being answered
  • Redirect calls based on circumstances you specify
  • Receive calls on a different device if you’re away from your desk
  • And more!

The call forwarding feature is included in all of our Nextiva Office plans and is easy to manage in our customer portal. You can set specific schedules, circumstances and forwarding rules based on your business needs. If you don’t already use Nextiva for your business communication needs, give us a call at (800) 799-0600 or visit nextiva.com to learn more. 


Nextiva Introduces the Polycom UC Software 5.3 Release

Nextiva is very excited to introduce the Polycom UC Software 5.3 release, which is now available for all Polycom VVX series phones.

New Features

  • Call Recording Start/Stop & Pause/Resume soft key integration: This soft key integration gives you the ability to push a button on your phone to start/stop and pause/resume call recording while on a call.

    • Use Case: You may find this feature valuable if you need to collect sensitive customer data during a phone call, such as patient data, credit card details for payments or other personal information.

  • Acoustic Fence: This technology evaluates surrounding audio and performs noise cancellation during a call when using a handset or headset. This does require the user is within proximity of the phone.

    • Use Case: This feature is particularly helpful if you are in a busy office or call center environment or at a conference or video seminar where there is a considerable amount of background noise or activity.

 

Frequently Asked Questions

Q: Do I need to reboot all of my Polycom phones?

A: This software release is available for Polycom VVX series phones and does not apply to other models. Therefore, only Polycom VVX series phones need to be rebooted when you are ready to apply the software update.

 

Q: If I don’t accept the update by rebooting now, will it be there whenever I’m ready or will there be a forced reboot at some point?

A: By default, your phone sends update requests to our network every 24 hours to see if there are new updates available. When this occurs, your device will download the new Polycom UC Software 5.3 and reboot.

 

Q: What Polycom devices support the Acoustic Fence technology?

A: This feature is now available on all Polycom VVX series phones and will automatically install when you download the new software.

 

Q: Will the update affect other features or softkeys that are programmed on our phones?

A: This update may eliminate redundant softkeys that already exist as hard keys on your phone. This update will not affect other features on the phone.

 

Q: Will the update affect any custom configuration files I have in place?

A: If there are any custom configuration files on the phone, the phone will not update to the new software.

 

Q: Does this update support Polycom’s expansion module?

A: Yes, this update will support any Polycom expansion module currently installed on the phone.

For more information on Polycom UC Software Version 5.3.0 and a full list of resolved issues, please refer to the Polycom release notes


The Nextiva Mobile App: The Death of the Desk Phone

6-18 Nextiva AppIn today’s hyperconnected world, your customers expect you to be available whenever they need to reach you. Today’s business environment moves at a rapid pace and you can’t afford to be disconnected from your customers or team members. In short, mobility is essential to your productivity and business success. Luckily for you, there are now communication tools available that can eliminate the stress of missing an important phone call. Cloud phone systems have quite a few features to help out today’s business professionals, but none are as essential to your business as a mobile app.

At Nextiva, we offer the Nextiva App that combines voice, video, instant messaging, and presence into a single application that you can access from your desk phone, computer, or mobile device. You no longer need to worry about giving out multiple phone numbers because you can be reached via your main business line at all times, no matter what device you are on. The Nextiva App gives your business the flexibility and freedom to take your business phone with you anywhere; you can even take that conference call from the beach and no one will know!

Business Benefits:

  • Stay connected on-the-go, 24/7
  • Transfer calls between devices
  • Manage your phone system from anywhere

Key Features:

  • Instant Messaging
  • Presence
  • Enterprise Directory
  • Voice Calling
  • Video Collaboration
  • Call Pulling
  • Cloud Sync
  • Chat Rooms
  • Call Controls

The Nextiva App is compatible with Nextiva Office plans and is supported in Windows, Mac OSC, iOS and Android platforms. It can be added to customer accounts, and a simple download from Nextiva.com of the version you need, along with a quick call to our support team, will add the freedom and mobility of the Nextiva App to your business communications.

To learn more, visit our Nextiva App page or call (800) 799-0600. 


Never Listen to a Voicemail Again with Voicemail-to-Text

Businessman With a Mobile Phone on the StreetHow diligent are you about checking your voicemails? Does the flashing light on your desk phone cause you anxiety? Wouldn’t it be nice to read through your voicemails rather than listening to the entire message, only to realize you missed a few digits of the caller’s number?  If you answered yes to any of these questions, keep reading.

Cloud phone systems have allowed you to forward your voicemails to your email as an audio file for a while, and although this makes checking your voicemails more convenient, it doesn’t solve the issue of having to listen to a message multiple times to gather all of the important information. Luckily, your voicemail prayers have been answered.

With Nextiva’s Voicemail-to-Text feature you can not only have your voicemails emailed to you, but now you can have them transcribed as well. Prefer to get your voicemails as a text message? Just select that setting.

Voicemail transcription will save you valuable time, while increasing your productivity and efficiency—the combo every busy business owner and professionals strives for. Gone are the days of listening to a voicemail five times to get the full call back number. Now you’ll have all of the information transcribed for you in a text format for easy referencing.

Voicemail-to-Text highlights:

  • SAVE TIME
  • Speech recognition transcribes voicemails to text
  • Easily reference information from voicemails for future use
  • Receive voicemails via email or SMS

Interested? The Voicemail-to-Text feature can be added to any Nextiva Office plan for an additional fee per line. Give us a call at (800) 799-0600 or visit nextiva.com for more information.  




 
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