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Stop Frustrating Customers


How business problems are getting solved.

In their own voice, listen to real live business dilemmas with real stakes. How they came to make important decisions. And how life was different afterwards.

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SIP versus PRIs & POTS: Why companies everywhere are switching

Companies around the world are switching their dial tone service over to SIP because it’s easier to manage, costs less and provides more features.  SIP technology was developed over twenty years ago and has since gone mainstream, becoming the preferred way to communicate with voice, messaging, and video.

Unlike older PRI-T1s and POTS lines, SIP does not require a dedicated circuit and connects like computers over the Internet.  Each POTS line handles one call and PRIs support 23, but SIP has no circuit restraints and can scale as quickly as you need.  It also drives down cost, makes office moves easier and significantly improves uptime.

During a service outage, PRIs can only forward its numbers to one backup number (e.g., to the lead number of a few POTS lines ringing into the reception desk).  When both PRI & POTS lines are affected (e.g., power outage), your company can no longer receive calls.  SIP can connect over as many Internet connections as you have (across any number of offices), and, when none are available, redirect each number to any destination you want (e.g., to employee’s cell phones).  SIP makes it possible to create an environment where you never lose calls.

Is your current phone bill bloated with regulatory surcharges and taxes? These often add up to as much as 50% of the total bill.  Our SIP service is clean and pure and averages around 10% of your bill.  With no circuit fee, reduced surcharges and taxes, and lower monthly rates, our customer are saving as much as 70% each month.

New telephone systems are SIP-ready and older systems can connect with a simple converter.  Unless you are under a freshly signed service contract (one that wasn’t “auto-renewed”), there is no good reason to postpone receiving better service for less money.  You should switch your company to SIP today.

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Top IT Leaders Discuss: How To Remove Barriers to Expansion & Make Remote Workforce Management Easier

We recently interviewed tech leaders across a wide range of companies to learn about top priorities and how they were overcoming obstacles in the way. 

From the IT Manager of a 100+ person real estate firm, to the COO of a $42M law firm, all the way to the President of a logistics company with 20 staff members… our interviewees all landed on one or more of the following 5 priorities:

  • Ensuring seamless customer service, regardless of where their staff is located.
  • Making working from home easier.
  • Offering faster service to customers.
  • Reducing stress for both staff and leadership to improve company morale. 
  • Removing barriers like equipment purchases and security concerns while expanding to new locations.

As we dug in to understand what challenges stood in their way, particularly around communications, a few problems showed up in nearly every conversation. 

First and most often, we learned that the shared stress between staff and leadership around missed calls and delayed responses to customers, while working from home, was hitting company morale and leaving everyone worried about customer satisfaction. 

Second, the scant visibility their previous systems offered into how staff are using their communications system and responding to customers left leadership with shoulders shrugged and uncertain about their teams’ effectiveness while distributed across homes and offices.

Third, and just as common as the first problem, multi-step internal communications were making it harder to get customers connected with the precise person who could best answer their question… as well as getting staff connected to one another in an instant. 

Lastly, and most common amongst the larger & quickly growing companies, on-prem telecom equipment and security concerns slowed expansion into new offices.

To hear the quick, 1 minute snippets of 5 of our interviews where the leaders we spoke with share what impact solving these problems had for them, check out the links below!

  • “We were formerly on a physically dependent system… but now, it doesn’t really matter if we remain in our existing spaces or emerge into other physical spaces.” - COO of a $42M Law Firm
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No Longer Worried about Security and Expansion Issues That Existed With An On-Prem System

The latest rave is the fact that the staff can actually text from their work phone. It never existed before. There was a whole bunch of convoluted and quite frankly, complicated, work-arounds that we used to have to administer at Bronx Defenders, and now that's done for. C-flex instantly provided it to us once we migrated over to that solution,

It's helping our business a couple of different ways. One, it lets us stay on top of emerging and new technologies.  We were formerly on a physically dependent solution where we had physical equipment that was housed in one of our principal office areas. That's no more. Now that we're fully cloud based. It really doesn't matter if we remain in our existing physical spaces or we emerge into other physical spaces. Which is on the horizon.  For us,  we're exploring different aptitudes of different areas of where we can work real estate wise, which includes  in the borough of the Bronx, but also in New York city and in that outside of New York city. So  that's an instant win.

Another arena. In terms of what C-flex has also provided us is that by staying cloud-based and allowing the C-flex team, credits and kudos to the team, we don't really have to worry about risk or security emergencies because that's being mitigated right to the provider. And that's super important more than ever in this era of cybersecurity.   I can rest and sleep a little bit easier.

What's been great for me?  I'm very app heavy. The fact that there is an actual app, a mobile app that lives on my phone,  where I don't have to actually log in to my main laptop my main home-office computer really gives me that instant win. So folks who reached me on my dedicated work line or cell phone, instantly, I can navigate that right from the app itself. So personally it's just created efficiency that I didn't realize I actually needed to improve by my own navigation of connecting with my staff  and staying on top of communicating.  I'm not pretty fond of voicemails anymore and just again, the fact that C-flex allow folks to text me right into the app, and I'm instantly receiving those notifications. I couldn't have asked for a better product.

I would tell myself make the decision now. Do not hesitate. Do not study this further. Do it.

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Customers Went From Waiting on Hold to Receiving Quicker Service

Listen to Angel Torres concern with one system for 13 branches.

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From Multi-step to Direct Internal Communications with an Easy-to-Deploy System

It was night and day in terms of usability and reliability.

It's the little things like the call quality is a lot better. I think the software, the soft-phone that works a lot better, it's easier to deploy. And, I can just say, hey, you got a welcome email, go to that website, log in and you're done.

One thing we did change, so originally we had only, I think three auto attendants or switchboards you'd call our main number and you get three different options. Now for the Administrative Department, it just went straight to our Receptionist. We added, our Accounting Department, our Engineering Department, our Closings, we added those and that's been a help. For our customers / shareholders, instead of calling and going through a few steps, they can, a little bit more easy, get to the person they need to talk to. Do it sooner if you can.

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How Work-from-Home Features Improved Company Morale

I mean the phone system has been great everybody's loving it, configuration's easy.  Specifically it's the ability to let people be in on a ring group while they're not in the office.  So it makes working from home more accommodating.  Everybody's very happy about it.  A lot less stress dealing with multiple reps at the same time, a lot less stress with the actual interface and a lot more control over visibility.  So from an organization standpoint, it's a lot better as well.

Everything's been a huge step up from the last program with a minimal technical background I could still handle the entire administration system.  The call quality is incredible, hasn't been a single complaint.  The inter -office chat system works very well.  I like the fact that it's not hosted in my office anymore.

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We Achieved Peace of Mind By Providing Seamless Customer Service Across In-Office & Remote Workers

It really has offered our staff, especially during current conditions of working remotely and the uncertainty of being able to go to the office, to seamlessly continue to service the membership, knowing that our telecom services are fluid, whether they're in the office at home, working on their laptop, or working from their cell phone.

It added peace of mind to the executive group, fund administrators, and really anyone that supports the membership that, people's problems are still being answered. And now their number one way of communicating with the building and with staff via telephone had no interruption.

We were really deficient in a lot of features and flexibility in our old system. In sitting as the head of it, that falls on my lap and, being able to offer essentially, almost like the Cadillac version of the phone system where, you know, the flexibility of the calls, seeing your voicemails, being able to text with people via an included inclusive app, that's a home run, so it really shows that we're on more of the cutting edge of technology versus the bleeding edge.

I would say it's fantastic. I've had so many discussions with colleagues at other companies that are evaluating phone systems and, I can't talk more highly about 3CX and what it offers. It's really, a no brainer for us, and there really isn't anything that we would consider at this time or probably ever to be quite honest.

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