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Digital transformation can help you modernize your business processes and improve overall efficiency. And one way to accelerate digital transformation within your organization is to utilize more low-code and no-code (LCNC) solutions.

According to research by Appian & Forrester, “84% of enterprises have turned toward low-code for its ability to reduce strain on IT resources, increase speed-to-market, and involve the business in digital asset development.”

In this post, we will specifically look at low-code vs no-code IVR development and how you can build a better business phone system.

Understanding Low-Code vs No-Code Platforms

There has been a steady rise in the use of low-code and no-code (LCNC) platforms recently. The Appian & Forrester research explains that this is because:

• Enterprises are under pressure to do more with what they have.
• Developers struggle to deliver what the business needs on time and securely.
• Low-code accelerates development, meeting enterprise needs for speed.
• Enterprises can turn to low-code to build complex business logic.

Businesses use LCNC platforms to replace outdated enterprise software and add more functionality to applications and processes. And thanks to technological advancement, you can implement low-code and no-code solutions in multiple facets of your business — from contact centers to project management to marketing.

These solutions are designed to be quick to develop and require little-to-no coding. This means that you can upgrade your applications and increase productivity while reducing costs.

LCNC Communication Apps

Businesses can use low-code and no-code communication solutions – such as IVR – to modernize how teams communicate with each other and with customers. Similarly, call centers and contact centers can also use these solutions for improved communication functionality.

The best part — you can do this without costly development cycles.

No-code communication: These turnkey solutions are ready to use right out of the box. You simply “turn the key” and immediately implement these solutions. No coding knowledge required.

Popular no-code communication apps: Intelligent Call Routing, Interactive Voice Response (IVR), SMS, and voice auto-response.

Low-code communication: These customizable, advanced plug-ins enable your dev team to integrate applications into existing business workflows. You can deploy high-value and complex applications quickly. Some coding knowledge or an IT/dev team required.

Popular low-code communication apps: CPaaS use cases such as video integrations or voice APIs.

Comparing Low-Code vs No-Code IVR

More and more businesses use IVR systems to better manage incoming call flows. According to a 2022 IVR study, this is because of an “efficient implementation of IVR systems by telecommunication companies [and] improved network infrastructure,” among other reasons.

So, can your business benefit from such an IVR solution?

Let’s look, specifically, at low-code vs no-code IVR development and what you get with these applications.

No-Code IVR

No-code is specifically designed for non-technical users who want to upgrade their business processes and applications. These individuals have little experience with coding and programming languages. So, they can build, update, maintain, and test applications with no-code tools. And they can add new functionality and capabilities to their applications.

A no-code IVR is usually an IVR editor or manager where you build custom call flows using pre-set rules and drag-and-drop options through an online interface. You don’t require any help from IT. And you keep IVR costs low.

No-code IVR is most useful for marketers, sales, support, and small business owners who want to set up an auto-attendant, but don’t have advanced technical skills.

No-code IVR key takeaways:

• Improved experience and management for non-technical users
• Build, test, and deploy applications without coding
• Fewer dependencies on technical skills
• Reduction in the backlog of IT tasks.

Low-Code IVR

Low-code solutions require some coding. However, it is significantly much less than traditional software development. If you have an in-house IT team with programmers and developers, then you may benefit from a low-code IVR solution. Your programmers can further develop applications and implement more complex solutions that add greater value to your business.

Because you require some level of coding, low-code IVR gives a bit more customization. For instance, no-code IVR can sometimes limit you to pre-designed options. But, you can create advanced rules with additional coding.

Most providers allow you to do this within the application, while others require you to connect to a voice API. In both cases, you will need coding and programming knowledge.

Low-code IVR key takeaways:

• Some coding experience required
• Develop applications quickly
• Add more functionality to existing applications
• Slight dependency on technical skills.

Low-Code vs No-Code IVR: Which is Better?

This depends on what you want to do with your IVR system and what your provider offers.

The key differences between low-code IVR and no-code IVR:

• Level of coding required, and
• Need for technical and programming skills.

So, based on your resources and needs, you can choose the right IVR solution for your business.

Most businesses function effectively with a no-code IVR. This is because, even at its basic level, this solution gives you everything you need. You can add users and departments, route calls to different locations automatically, add voice messages, and so on.

However, if you need a more complex auto-attendant solution – and you have a small team of developers to bank on – you may find a low-code IVR solution more useful. Here, you may be able to build more specific routing strategies for your business setup and integrate other advancements call features.

IVR Solutions from Global Call Forwarding

Cloud telephony providers, like Global Call Forwarding, create easy-to-use IVR systems that you can manage with little-to-no coding.

For example, you simply use and manage your IVR online through our call flow designer. In a few steps and with no code, you can set up call flows and routing strategies for different phone lines and office locations. And, if you have advanced requirements, you can use code to customize your solution or work with our API.

Call us at +1 (561) 908-6171 today to learn more about our advanced IVR solution for businesses and how you can use it! Or chat with our experts online!

The 1990s and 2000s were a golden era of globalization.

Global trade in goods and services, as well as capital flows across borders, reached unprecedented levels. As a result, businesses started to require more advanced voice communications solutions.

In response to globalization, Voxbone launched a project called the iNum Initiative in 2008.

The iNum Initiative created a single, global dial code for IP communications. Basically, it meant that Voxbone numbers would have their own country code +883.

iNum Meaning

iNum stands for International NUMber.

Specifically, iNums were virtual phone numbers in the format +883 5100 XXXXXXXX. These numbers were supposed to be reachable globally at local calling rates.

What Happened to iNum?

The international numbering concept sounds fantastic. As a business, the idea of having a global phone number that is reachable from anywhere at the cost of a local call sounds great.

Unfortunately, iNum never really took off.

The International Telecommunication Union (ITU) did allocate part of the +883 country code to Voxbone as part of this initiative. But, only a few global voice carriers really supported the new international numbering format.

Support from International Carriers

Many carrier networks supported the routing of iNum, but many others did not.

Also, while some voice carriers adopted iNum, they would apply surcharges to the traffic. This defeated the concept.

Voxbone made these numbers accessible via SIP. And it’s still possible to call an iNum for free through SIP in the format +8835100XXXXXXX @ inum . net. But not many end-users are placing calls through SIP.

So, iNum never saw widespread adoption and was limited to very narrow use cases. It also required a lot of maintenance to continue supporting.

Looking Forward: International Virtual Numbers

The iNum range still exists. However, we don’t provide this solution and very few vendors do.

You’ll need to purchase these numbers directly from the ITU.

But anyway, the concept of iNum has become redundant in recent years. Due to the widespread adoption of international virtual numbers, iNum is now unnecessary for the most part.

Rather than setting up a complex iNum with a foreign country code, businesses can set up international toll-free numbers and local numbers in different countries. This makes your business reachable over the phone for free or at the cost of a local call, which is essentially what iNum was created to do.

If you have any questions about iNum or its alternatives, just reach out to one of our global communications experts.

Many businesses use a suite of call center technologies ranging from basic to cutting-edge. This technology helps companies achieve big benefits like increased efficiency and enhanced customer experiences. But, how do you know which call center technologies are right for you?

In this article, we will walk you through the top call center technologies and how they help optimize your business.

Call Center Technologies [Definition + Benefits]

Call center technology refers to all the software and communication features a call center uses to support and improve its service. This technology is typically used by sales, support, and IT teams to streamline business communication efforts.

So, what are the overall benefits of using call center technologies? Let’s take a look.

• Enhance customer experiences and increase satisfaction
• Automate and streamline business processes
• Decrease operating costs
• Improve team productivity
• Boost system efficiency
• Increase sales and revenue
• Drive business growth and more

Choosing the Right Call Center Technologies For Your Business

With so many call center technologies on the market, it’s difficult to determine which solution is right for your business. It’s important to note that there is not a universal or “one size fits all” solution. As such, try focusing on your company’s unique needs and goals. Then, select software and tools that meet your requirements.

To get started, consider the following questions:

• What type of call center do you run? (inbound or outbound)
• What’s your budget?
• What technologies are your competitors using?
• What platforms or channels are your customers using?
• Is it easy to use, set up, and scale?
• Is the tech reliable and secure?

With these questions answered, you can start identifying what call center tools and features your business needs.

11 Call Center Technologies Business Leaders Must Know

Now, let’s dive into the top call center technologies:

11 Call Center Technologies Business Leaders Must Know

1. International Phone Numbers
2. International Call Forwarding
3. Advanced IVR and Call Flow Builders
4. Automatic Call Distribution
5. Call Recording and Real-time Transcription
6. Outbound Calling and Caller ID Management
7. Computer Telephony Integration (CTI)
8. CPaaS Tools
9. Workforce Management
10. Omnichannel Support Solutions
11. Reports and Analytics

1. International Phone Numbers

One of the most overlooked call center technologies is international virtual numbers.

These numbers make it easy for your business to connect with customers worldwide. You can get international phone numbers in your target countries to reach your desired markets or access a broader customer base. And with a virtual number provider, you’ll save on excessive international and long-distance calling fees.

When looking to get an international phone number for your business, consider the following number types:

• Local Phone Numbers

Local numbers help your business establish a local, authentic presence in your target markets. As such, these phone numbers provide companies with an easy way to expand internationally without raising overhead costs.

Customers can also call these numbers for affordable local calling rates. So, they boost your brand’s accessibility to those customers in local and international locations. And since local phone numbers are familiar to locals, it encourages them to answer your brand’s calls and connect.

• International Toll-Free Numbers

Similar to local numbers, you can use toll-free numbers to establish an international business network cost-effectively. International toll-free numbers (ITFNs) allow your business to test and emerge in global markets with minimal risk or investment.

Most importantly, these numbers give your customers and business contacts a simple way to contact your business – at no cost to them. You can even use ITFNs to track marketing campaigns, increase brand awareness, boost your professional image, and more.

2. International Call Forwarding

With this call center technology, your business can route calls from one destination to another. So, if a call comes into one of your international phone numbers, you can forward it to your main headquarters. International call forwarding works hand in hand with local and international toll-free numbers. It allows you to scale your business globally and establish a local presence – without being physically present or in your target countries.

International call forwarding lets your company affordably extend its services globally and connect teams across multiple locations. It also brings more mobility and flexibility to businesses and teams, as you can forward calls to any device or location. Finally, international call forwarding makes it possible to provide 24/7 global customer support to your customers – increasing customer satisfaction.

3. Advanced IVR and Call Flow Builders

One of the most popular call center technologies is Interactive Voice Response (IVR). Advanced IVR answers your inbound calls and assists callers. This cloud feature acts as a virtual receptionist by forwarding callers to the correct department, providing information, or helping them complete simple self-service tasks.

With IVR, you control how incoming callers move through your system and arrive at their desired destination. You can completely customize this cloud-based call center technology and even design your contact center call flow using a call flow builder.

4. Automatic Call Distribution (ACD)

This call center technology automatically routes or “distributes” calls to different extensions, departments, or offices. For this reason, automatic call distribution (ACD) often works alongside an IVR to efficiently route callers to the appropriate destination.

An ACD system directs callers according to your preset rules. You can set up and customize rules to route calls based on time of day, caller location, team member availability, and more.

5. Call Recording and Real-Time Transcription

Since business calls contain valuable information, it’s easy to see why call center recording is among the most common call center technologies. With call recording, you can automatically save important business conversations for future use. Record 100% of your voice traffic or just a percentage, depending on your needs. These recordings are accessible at any time, usually through your provider’s online portal.

Similarly, real-time transcription records your conversations, but in written words. It automatically translates business voice calls into text – letting you reference them in real-time and after the call ends. This means you don’t have to replay long recordings and voicemails or spend time note-taking. Some real-time transcription software highlights keywords, phrases, and action terms – allowing you to quickly scan transcriptions for a summary.

6. Outbound Calling and Caller ID Management

Another must-have among the long list of call center technologies is outbound calling –especially if you’re running an outbound or blended call center. Businesses use outbound calling for lead generation, gathering feedback, follow-ups, appointment setting, reminders, and more. With a good provider and solid outbound calling strategy, you can make high-quality outgoing calls, drive conversions, and improve customer satisfaction.

Getting a call center solution that includes caller ID management is also a worthwhile investment. This feature allows you to hide or mask your outgoing caller ID. So, customers see your business phone number instead of an unknown private or international number – leading to higher response rates. And this applies even if you’re calling from different devices, lines, or locations.

7. Computer Telephony Integration (CTI)

A CTI connects your computer and phone, allowing them to interact. You can use this call center technology to easily manage phone calls on your computer. CTI also enables you to access valuable communication features. Let’s take a look:

• Softphone

A softphone makes it possible to make and receive VoIP calls on any IP-enabled device. Whether it’s through smartphones, laptops, tablets, or desktops, you can easily connect with your widespread teams or customers from any location. It also includes key communication features like voicemail and attended call transfer.

• Click-to-call

Click-to-call lets you make outbound calls simply by clicking on a phone number from your web browser or CRM. It’s commonly used by sales or support teams to make the calling process more efficient. It helps cut down time spent looking up and manually dialing phone numbers, allowing you to make more calls.

• Call pop

Call pop instantly displays caller information and details on your computer screen. This allows reps to see the caller’s past interactions to assist them better and build a stronger relationship.

8. CPaaS Tools

Communication Platform as a Service (CPaaS) allows developers to integrate real-time communication features directly into existing applications. With many CPaaS use cases for a variety of industries, all types of businesses can adopt these tools to improve internal and external communication.

CPaaS is a highly scalable cloud solution that lets your business pick and choose communication tools such as video, messaging, and, most notably for call centers, voice APIs. But, it’s important to note that CPaaS solutions and APIs vary depending on your selected provider.

With a voice API, developers can program voice calling and add full VoIP functionality to your current system. And they don’t need specialized telecom knowledge or have to build a backend infrastructure to access these capabilities.

Want to upgrade your business phone system but don’t know which provider is better? In this comparison, we will look at FreePBX vs 3CX, specifically at their features, pricing, deployment, support, and more.

Learn more about what these providers offer and how to choose the right provider for your business communication needs.

Choosing the Right PBX Phone Solution

When building out your cloud-based PBX, you will find multiple on-premise, cloud, and hybrid solutions. However, while these providers offer similar services, they differ in pricing, features, premium add-ons, and more. This is why it’s important to compare PBX and phone service providers before deciding.

So, how do you choose the right phone service provider for your business? And what should you look for when comparing FreePBX vs 3CX?

• Research the market
• Review pricing plans
• Compare features and services included
• Consider deployment methods and if they meet your needs
• Take customer reviews and testimonials into account
• Look for support and training

Now, let’s look at the differences between FreePBX and 3CX in detail.

About FreePBX

FreePBX is a cloud-based open-source platform with a GUI (graphical user interface).

You can use this platform to control and manage a PBX system such as Asterisk. FreePBX works best when integrated with SIP trunking or UC services to provide users with a well-rounded communication system.

Year Established: 2004

FreePBX Top Features:

• Time-Based Call Routing
• Built-In Conference Bridge
• Fax to Email
• Hunt / Ring Groups
• Voicemail Blasting
• Find Me / Follow Me Calling
• Support for Video Calling
• Text to Speech
• Calling Queues (ACD)
• Interactive Voice Response (IVR)
• Three-Way Calling Support
• Voicemail & Voicemail to Email
• Caller ID Support
• Call Transfer
• Call Recording
• Call Waiting
• Call Detail Records
• Speed Dials
• Caller Blacklisting
• Call Screening
• WebRTC & Softphone Support
• Failover Devices

About 3CX

3CX is an open-standards open-source PBX software supporting various IP phones and SIP trunking services. It offers businesses a complete UC solution with voice, video, live chat, and more. You can use 3CX on-premise or in the cloud and even access the solution on multiple devices.

Year Established: 2008

3CX Top Features:

• PBX
• Activity Dashboard
• Alerts & Notifications
• Audio / Video Conferencing
• Voice Calls
• Manual, Predictive & Auto Dialer
• Automated Attendant
• Automatic Call Distribution
• Call Center Management
• Call Routing
• Call Groups
• Call Monitoring & Reporting
• Call Recording
• Chat / Messaging
• Call Tracking
• Computer Telephony Integration
• Customizable Branding & Reports
• Fax Management
• IVR / Voice Recognition
• Multi-Channel Communication
• Queue Management
• Reporting & Analytics
• SIP Trunking
• SMS Messaging
• Virtual Extensions

FreePBX vs 3CX

So, which do you choose? This depends on what you and your teams need. Let’s look at the differences between FreePBX and 3CX closely:

Related:

Using FreePBX or 3CX with Global Call Forwarding

Global Call Forwarding is a global telephony provider that offers cloud PBX along with other cloud communications solutions.

You can use our voice service as it comes — with business calling features and services — or simply integrate our SIP trunks with the PBX system you already have on-premise.

We have helped many businesses upgrade their phone system by integrating the right voice solution with their existing phone setup. Want to learn more? Speak with our experts today at +1 (561) 908-6171 or chat with us online!

E.164 is an international phone numbering plan for public telecommunications.

This numbering format defines a general format for international phone numbers. It ensures that calls are delivered correctly by assigning a globally unique number to each device on the PSTN.

In this post, we will look at the E.164 format and components, along with examples.

E.164 Format

The proper E.164 format is [+] [country code] [area code] [subscriber number].

This number can have a maximum of 15 digits. And there should be no brackets or parentheses when using these numbers.

E.164 Example

You might have seen US phone numbers written as +13051234567 or UK phone numbers as +442045678910. These are examples of proper E.164 formatting.

It’s essential to use this formatting when dialing international phone numbers because E.164 is an international standard that carriers use to route calls.

E.164 Formatting Components

E.164 formatting consists of the following components:

• Plus sign (+)
• Country calling code
• National destination or area code
• Subscriber number.

There are an estimated 100 trillion permutations with this global numbering format.

How to Work with E.164 Formatted Numbers

If one doesn’t follow the proper format, carriers won’t be able to determine the destination of your call, and the call might not be completed.

Luckily, some calling tools automatically convert phone numbers to E.164 format using Javascript.

Benefits of These Numbers

This global numbering standard has many benefits for international communications:

• Internationally recognized global standard
• Defines telephone number formats
• Helps secure the deliverability of calls
• Ensures that each device has a unique phone number
• Compatible with legacy technologies
• Designed to support future growth.

Most importantly, these numbers ensure that you can reach any device on the PSTN and that calls are delivered properly.

E.164 Categories and Types

A) Categories

This numbering format is broken down into five categories of phone numbers used in global public telecommunications:

1. Geographic areas
2. Global services
3. Networks
4. Groups of countries
5. Trials

For each category, the ITU details the components of the number structure and the digit analysis needed to successfully terminate the calls. For example, numbers in the trial category have fewer digits than phone numbers for geographic areas.

B) Types

Recommendations to E.164 have been issued several times, with each recommendation intended to ensure better functionality.

• E.164.1

This recommendation – issued in 2005 – encourages the efficient use of available number resources.

• E.164.2

This recommendation created the fifth category of E.164. It details the requirements for granting three-digit identification codes to organizations conducting global non-commercial trials.

• E.164.3

This recommendation determines the procedures for the assignment and reclamation of E.164 country codes and associated ID codes for groups of countries.

Brief History and Where It’s Going

E.164 was developed by the International Telecommunications Union (ITU).

Rapid advances in telecommunication technology created a need to provide uniform access to various network structures.

Originally called the Numbering Plan for the ISDN Era, this plan has undergone several revisions. The current version is the successor to E.163.

Plans are underway to expand E.164. The expansion will likely be a protocol called Telephone Number Mapping or ENUM.

This protocol will assign a unique uniform resource identifier (URI) to all internet-connected devices worldwide, including legacy devices. It will further enable all network devices to communicate with each other using a network address or unique phone number.

How Global Call Forwarding Can Help

Our telecom experts are prepared to help with your E.164 issues. We can provide consultations and solutions to help you make international phone calls. We can also help you follow proper formatting for the international virtual phone numbers that you purchase from us.

Call us at +1 (561) 908-6171 and talk to a global telecommunications expert.