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The evolution of communication software has brought us countless cloud-based business communication tools — such as UCaaS, CPaaS, CCaaS, and the list goes on. While they differ in purpose and deliverability, all these tools improve business communication and productivity.

Here, we explain the differences between UCaaS and CPaaS, two cloud-based communication solutions, so that you can make the right choice for your business.

Understanding UCaaS and CPaaS

Both UCaaS and CPaaS bring advanced communication functionality to your business. You can use these services to improve internal/external communication and team efficiency by adding automation and integrations to your phone system.

Let’s look at how UCaaS and CPaaS solutions work, along with their features and benefits. This will help you decide which route to go when building your communication stack.

Don’t want to read? Check out our video comparing UCaaS, CPaaS, and CCaaS.

Similarities Between UCaaS and CPaaS

Both UCaaS and CPaaS are cloud solutions intended to add functionality to your communication stack. So before we dive in, here are a few similarities between the two services:

• Cloud-based communication services
• Easy low-code/no-code setup
• No hardware required
• Low-cost phone system
• Access to advanced features
• Scalable solutions

What is UCaaS? Definition, Features, and Benefits

Unified Communications as a Service (UCaaS) combines relevant communication tools into one cloud-based solution. Think of UCaaS as a unified business phone system — without the cost of hardware and maintenance.

UCaaS Features

• Cloud calling
• Phone number management
• Video and audio conferencing
• Advanced call routing and forwarding
• Call detail records (CDRs) and reporting

UCaaS Benefits

So, what do you get with a UCaaS solution?

• One-stop platform with built-in communication functionalities
• UC capabilities with instant access to
  • voice and video calling
  • reporting and analytics
  • call management features, and more
• Highly scalable solutions to support your business’ growth
• No additional hardware or maintenance

In other words, UCaaS is a streamlined, single platform that is good to go right out of the box.

What is CPaaS? Definition, Features, and Benefits

Communications Platform as a Service (CPaaS) is an open cloud-based platform that lets you upgrade your phone system. Developers can use CPaaS tools and APIs to integrate real-time communications features directly into existing applications.

CPaaS Features

• Phone number management
• Call management
• Outbound voice calls
• Video, messaging, voice APIs
• Intelligent call routing
• On-demand SIP trunking
• Number masking

CPaaS Benefits

So, what do you get with CPaaS?

• Pick and choose different APIs to add to your existing system
• Create a customized communications model to meet your specific needs
• Quick and easy integration
• Upgrade a legacy phone system that is already in place
• No need to build backend voice infrastructure
• Affordable and scalable
• Apt for digital transformation

This is a good solution for companies looking to migrate their communications to the cloud — but don’t want to change too much.

UCaaS vs CPaaS: Choosing the Right Communication Model for Your Business

So, what model should you choose?

When choosing a model for your business, consider your communication needs and goals. Do you want a brand-new system or simply upgrade your existing one? Do you need a solution for internal collaboration, improving caller experience, or both?

With UCaaS, you get an all-in-one platform with multiple functionalities.

And with CPaaS, you can customize by picking desired features.

Here’s an overview of the differences between UCaaS and CPaaS and how they support business communication systems:

Choosing a solution for your business depends on your communication needs. Research different providers and cloud telephony solutions to determine what works best for your business.

To learn more, speak with telecom experts at Global Call Forwarding; call us at +1 (561) 908-6171 or chat with us online today!

Related: What’s the Difference Between CCaaS and CPaaS?

Looking to expand your business to the broad APAC and Japanese market or establish a local presence quickly? With the right Japan phone number and service provider, you can easily achieve those goals. So, it’s important to know which phone numbers are available in Japan and how they meet different communication needs.

This article covers types of Japan phone numbers, format, benefits, and more to help you determine the best number for your business.

Telephone Numbers in Japan

The Ministry of Internal Affairs and Communications regulates Japan’s telecommunications, including phone numbers. Japan’s numbering plan details specific telecom offerings like message dial, mass calling, fixed-line, and unified number services. Additionally, this plan lists various numbers available and their general formats.

You’ll need to dial the proper Japan phone number format to connect calls successfully. The country code (also called dial-in code) for Japan is (+81) and the trunk prefix is (0). Japan phone numbers are typically 9-10 digits and include:

• Toll free prefix or area code (usually 2-3 digits in length)
• Exchange number (2-4 digits)
• Subscriber number (4 digits)

If you’re calling Japan from outside the country, you’ll need to include an exit code. This is also referred to as a dial-out code or international number prefix. The international prefix depends on the country you’re calling Japan from.

Why Should You Get a Japan Phone Number?

With a phone number from your target countries, your company can tap into lucrative business opportunities and connect with a broader consumer base. And that’s not all! Let’s take a look at the top benefits of getting a Japan phone number:

• Expand your business to Japan
• Increase international sales rate and lead generation in Japan
• Emerge into new markets with minimal risk or investment
• Establish a local presence and business network
• Access Japan’s large customer base
• Offer customer support and sales services in the local language and time zone
• Test the Japanese market without having to physically relocate
• Improve your company’s professional image and global credibility
• Connect your remote and international teams

Types of Phone Numbers Available in Japan

There are different phone numbers available within the Japan phone number code — including mobile, local, toll-free, and special numbers. Let’s take a look at each one individually.

Local Japan Phone Numbers

Local phone numbers, also known as geographic numbers, begin with a distinct code for specific cities or areas. These numbers allow you to establish a local presence, connect with customers in high-target areas, conduct local market research, and much more. You can get local phone numbers in many major cities such as:

• Tokyo (03)
• Osaka (06)
• Kyoto (075)
• Sapporo (011)
• Hiroshima (082)

The digit length of Japan’s area codes depends on the size of the designated area — the bigger the city, the smaller the code. For example, Tokyo’s (Japan’s largest city) area code is (03). Whereas Yamaguchi’s (a smaller Japanese region in terms of population and area) area code is (0839).

Local Japan phone numbers are available to those located in Japan and businesses overseas. Businesses located outside of the country can purchase a local Japan number from a virtual number provider. Virtual local numbers enable your business to scale globally without relocating or opening new offices. So, your company avoids increased overhead costs — making it a more cost-effective solution than traditional landlines.

The format for Japan local phone numbers is: +81 (03) xxxx-xxxx *

*Tokyo area code (03)

Mobile Japan Numbers

Japan mobile numbers start with (090), (080), or (070) codes that include the country’s trunk prefix. Most of Japan’s large population own smartphones or mobile phones, which typically include SMS and instant messaging features among other capabilities.

Mobile Japan phone numbers help businesses create an omnichannel service by offering SMS contact methods as an alternative to calling. So, your business appeals to different consumer preferences, making your business more accessible and easy to reach.

The format for Japan mobile phone numbers is: (090) xxxx-xxxx

Japan Toll-Free Numbers

Toll-free numbers in Japan typically start with (0120), (0531), or (0088) prefixes. Japan toll-free phone numbers work identically to all other toll-free services. They are completely free for customers to call and easily recognizable. Additionally, these numbers allow you to expand to new markets and build an international business network cost-effectively.

Japan toll-free numbers are not accessible to customers in other countries since they are country-specific. However, your business doesn’t need to be located in Japan with a virtual toll-free number. You can simply forward your incoming toll-free calls to any of your global offices. This makes it easy for your business to connect with international customers and business contacts as well as offer 24/7 customer support services.

The format for Japan toll-free phone numbers is: (0120) xxx-xxxx

Special Numbers in Japan

Special numbers in Japan guide callers to emergency, operator, directory, and other phone services. These numbers are only 3 digits long, making them easy for callers to remember and dial quickly. Special numbers are usually created and managed by each country’s telecom regulator or governing entity.

Here are some examples of Japan’s special phone numbers:

Ready to Get a Japan Phone Number?

If you’re ready to get a Japan phone number, start by looking for a reliable phone number provider that offers services in your target markets and price range.

Global Call Forwarding provides Japan virtual phone numbers with quick activation times and access to advanced communication features. Our long-term relationships with local and global Tier-1 carriers help us deliver virtual phone numbers with affordable pricing and high voice quality.

Looking for a phone number in a different country? We have numbers available in over 150 countries.

To get a Japan phone number or learn more about these services, speak with our dedicated representatives at +1 (561) 908-6171 or chat with us online today!

Work-from-home business models are on the rise now more than ever. While this is mainly due to the pandemic, it is not the only motive. Even before 2020, remote working for businesses was a growing trend, as it has benefits for both your business and employees. This remote working guide will help you seamlessly transition your business and teams to a remote work setting.

In this guide, we will cover:

• The Basics of Remote Working for Business
• Pros and Cons of a Work-from-Home Setup
• How to Set Up a Remote Work Policy
• How to Prepare with Remote Tech
• Remote Team Management Best Practices

Learn How to Successfully Manage a Work-From-Home Team

There isn’t one universal remote team management policy or approach that works for every business. In fact, there are many things to consider when switching to a work-from-home environment. In this remote work guide, you’ll learn how to create your own personalized remote work policy and management style.

What is Remote Work?

Remote work gives teams the freedom to work from anywhere except in the traditional office environment. Some businesses employ fully remote teams, a hybrid model, or a mix of in-office and work-from-home teams.

Is a Remote Work Model Right for Your Teams and Business?

Because of the pandemic, your business might be forced to work from home. However, if a choice is involved, it is essential to consider if remote team management is suitable for your company.

When deciding to transition to a remote work model, assess whether or not your company is eligible. Take into account the industry you’re in and the type of business you conduct. For example, a hospital could not operate on a work-from-home system, but a marketing firm could. Additionally, think about the jobs crucial to running your company and what they would look like in a remote setting. This will help you determine if it’s a good option for you and your team.

Evaluate the Pros and Cons

Remote working for businesses can be mutually beneficial in many ways. But, as with all things, it is crucial to consider the challenges as well. Let’s look at how some businesses can benefit from a work-from-home setup, along with the challenges.

Benefits of Remote Work for Business

Boosts Employee Retention – A flexible work environment with clear boundaries increases work-life balance and reduces burnout. The work-from-home model also improves employee health and wellness by allowing them to deal with physical and emotional needs as they arise. From choosing the right standing desk to creating a distraction-free environment, employees will surely become more productive.

Cost-Effective – A fully remote or hybrid team reduces business operating and overhead costs, such as real estate bills, janitorial fees, IT expenses, and more. Certain employees are even willing to take a pay cut if they can work from home.

Expanded Talent Pools – When hiring, you are no longer restricted to a certain area or location. With this newfound hiring freedom and a global recruitment process, hire an employee with the exact qualifications you’re looking for, even if they are not in the same city.

Challenges with Remote Working for Businesses

Isolation – The number one complaint with remote work is loneliness. Without the informal social interactions at the workplace, employees can lose a sense of belonging. Try to make time for individual employee check-ins or consider virtual team-building exercises.

Miscommunication – Remote team communication relies heavily on virtual methods like email and chat. This increases the chances for misinterpretations of jargon, tone, and words with similar spelling. To avoid this, try to write how you speak, ask for clarification, and refrain from too much self-editing.

Potential Security Risks – The shift from in-office working to remote working for business increases the possibility of security risks. Communication and tasks are entirely online, leaving the data prone to leaks, hackers, and breaches. Consider implementing a BYOD policy or technology policy and setting up two-factor authentication for company documents and accounts.

Getting Started with Work-from-Home

So, how can you set up your business and employees to successfully work from home? There are a couple things to keep in mind, such as:

• Creating a remote work policy
• Investing in cloud-based technology
• Implementing best practices for remote team management
• Onboarding employees smoothly
• Establishing a supportive work culture

Let’s dive in!

How to Set Up a Remote Work Policy

Creating a policy specifically for your work-from-home team can help your employees transition into the new work dynamic. It’s important to establish a basic remote work guide with a FAQ list for your staff. Make sure to include the following:

1. Determine work schedules – Clearly identify a start and end time. Give employees a time frame or specific time they should be available for incoming emails, calls, and tasks. If your company opts for flexible scheduling, explain how your employees report their hours or completed projects. You might need a project management system to enable this.
2. How you will measure productivity – If using time to measure productivity, think about how you will track your employee’s time. If you decide to use task completion as your measurement instead, are you looking for output quality or quantity? What does good or quality output look like? The clearer you are, the better your employees will understand what to aim for.
3. Tools for tech support – Since remote work is done almost entirely online, give your team resources and tools for support and troubleshooting. Build a remote working guide that summarizes the basics of each platform you plan to use. In your guide, include things like when employees should use certain programs or how to keep their devices secure. Here is where your BYOD or tech policy will prove helpful. Some equipment or software might be completely new to your team–so make sure they feel supported as they adjust.
4. General policy rules – You may already have general policy guidelines for your workforce. However, some policies might need clarification when remote working. For example, what do vacation days and sick days look like for your remote team? By updating your policy to accommodate remote teams, you set clear boundaries and create a seamless transition from the in-office environment.

How to Prepare with Remote Tech

Remote working for businesses is possible mainly due to cloud-based technology. You must provide the necessary equipment for your team to succeed. This, of course, includes hardware like desktop computers and a network connection. But, it also includes cloud-based software programs. With all the different platforms available for communicating, managing projects, etc.– you can find the perfect virtual business option for your work-from-home team.

Online Communication – Since remote teams interact entirely online, it’s a good idea to provide several different methods of business communication:

• Email – Great for sharing files and keeping a record of written communication. The most popular email platforms for businesses include Gmail and Outlook.
• Instant Messaging – Great for quick written responses. It also reflects in-person communication more than email does. Google Chat and Slack are just some options for professional instant messaging.
• Audio and Video Conferencing – Great for team meetings, presentations, setting agendas, collaboration, individual check-ins, and more. Video calls mimic face-to-face interactions by transmitting video and audio. Zoom and Skype are among the most popular choices for video meetings. You can also use a screen recorder to keep a copy of important meetings
• Virtual Phone Systems – Voice over internet protocol (VoIP) or cloud calling uses the internet to deliver voice calls. Virtual telecom providers like Global Call Forwarding have VoIP products that make staying connected with coworkers and customers easy. For instance, our Softphone app allows you to contact co-workers or deliver customer service from anywhere in the world.

Related: What is Remote Call Forwarding?

• Project Management Platforms – Project management tools help your virtual teams stay organized, brainstorm ideas, collaborate, plan tasks, execute projects, and track completed assignments. Popular platforms include Teamwork, Asana, Monday.com, and so on.
• Time Tracking Solutions – If you plan on compensating and measuring productivity based on hours, a time tracking application is essential. This software allows you to pay your employees accurately, fosters accountability, and more. Most project management systems come with time tracking software.

Remote Team Management Best Practices

After you’ve developed a policy strategy and invested in the right tech, the next step is managing your remote workers. Here are some tips to get the ball rolling:

• Adapt and Transition
  Remote work might be new to both you and your employees. So, give your team time to adjust to their new tools, processes, and work-from-home environment. During the first couple of weeks, try to gauge your employees’ productivity levels and assign tasks accordingly. Do not try to replicate your in-office environment. Instead, allow your business and teams time to transition and adapt. This is a great opportunity to re-evaluate your team’s goals and expectations.
• Make Communication a Priority
  Make daily or weekly check-ins a priority, especially in the beginning weeks or months. Use your remote team meetings to discuss work-related goals, questions, and tasks. For instance, you can leverage tools like Office 365 shared calendar to facilitate seamless collaboration and communication among remote team members. However, it is also important to set aside time to discuss your employees’ personal challenges in the new work-from-home environment. By showing empathy and offering support, you can address feelings of isolation and boost your team’s overall morale.
• Create a Clear Agenda
  This applies to both in-office working and remote working for businesses. In your agenda, outline the goals and deadlines for the week or month. Also, include individual goals for each employee to keep them on track. Creating a clear, written, or visual agenda lets your team know what is expected and what deadlines are coming up. Your agenda should always be accessible to your employees, so they can reference it as needed. In general, keep the focus on your primary goal or outcome, so your employees know what to work towards.

Hiring and Onboarding Remote Employees

Remote working for business continues to become more commonplace. As such, hiring new virtual workers is unavoidable. Thanks to countless cloud-based recruiting platforms, this process is can be customized and streamlined to meet your recruitment needs.

The onboarding and training period in the employee’s journey is a critical time. The way you approach their training can influence both their impression of the company and their decision to stay long-term. Whether you choose to onboard employees using talent acquisition software or manually, to establish a proper virtual onboarding process, consider the following:

• Outline Expectations – Communicate the fundamental guidelines and expectations of the employee’s role. Go over their specific job responsibilities, company rules, and policies.
• Prepare Resources and Checklists – Create a plan of action and prepare an onboarding checklist before your new team member starts. Gather all the documents and resources the new hire will need to get started and make them easily accessible. Set aside time to go through the resources together. Additionally, create checklists and tasks, so the team member has assignments to work through on their own.
• Co-Worker Connection – Establish a connection with the new employee and introduce them to the rest of the team. Include them in relevant email threads and meetings, even if they just started. Remote workers must know who they can contact with any future questions.

Establish a Supportive Remote Work Culture

It’s also essential to incorporate the fun and supportive side of the workplace into your remote team management plan. A strong and supportive remote work culture can boost your remote team’s morale and prevent feelings of isolation. You can do this by:

• Scheduling Team Building Exercises – Without the typical in-office chats and informal communication, team members begin to drift apart. Team building exercises allow teams to bond and establish a connection. These activities boost team morale, encourage creativity, act as positive reinforcement, and improve team communication. The possibilities are endless when it comes to team-building exercises, but here are some examples:
  • Remote Bing
  • Pet of the Month (because everyone loves pets, even if they don’t have one)
  • Trivia (could be about the company, workplace traditions, or something random)
• Promoting Collaboration – By encouraging your remote employees to collaborate, you motivate your team to connect and stay in touch. Team collaborations — such as working together on projects, asking for feedback, and brainstorming — often produce unique ideas and practical solutions.
• Empowering Your Team – It’s easy to routinely assign tasks to your virtual team and unintentionally micromanage. However, empowering your employee to take control of a project or asking them for their opinion will go a long way. They will gain confidence, hands-on experience, and develop fresh insight.
• Recognizing Achievements – Don’t forget to remind your work-from-home team that each of their roles is important. Make each member feel seen, heard, valued, and appreciated. This will increase their motivation, team morale, friendly competition, and more.

The Secret to a Successful Remote Team Management

It’s no secret at all–it’s communication! You will notice that business communication is given importance in almost every section of this remote working guide. Of course, it’s essential in in-office settings, but it is absolutely critical to remote work. Remote communication influences team member productivity, mentality, and, especially, success.

Want to learn how Global Call Forwarding can support your remote team communication needs? Speak with our experts today; call us at +1 (561) 908-6171 or chat online!

Do you manage a call center that specializes in selling products?

This blog was written for you! No matter what you’re selling and whether it’s inbound or outbound, this post has 18 actionable tips that are guaranteed to improve your sales call handling.

#1 Prepare for Your Call

Preparation is probably the most important aspect of call center sales.

First off, you must be prepared to answer questions about your product or service — like how it works — and have answers ready to address common objections.

You should also prepare for your call by researching the prospects that you’ll be calling. We recommend using a pre-call checklist.

But, if you’re placing a high volume of calls and can’t do your homework for each prospect, you should at least research the territories you’re calling.

#2 Nail Your Greeting

A good opener can delight prospects and set the table for a discussion.

For inbound, you might greet callers by stating your name and the company’s name and asking how you may help them.

For example, you could say “Global Call Forwarding, my name is Luke. How can I help you today?” Remember to smile and sound enthusiastic.

Outbound might be a bit different. Some sales gurus preach about cold call openers and say that you should trick prospects into staying on the line or get them to say ‘yes’ as soon as possible.

That’s old-school thinking.

You should tell prospects who you are up-front and clearly state the reason for your call. People don’t like being deceived, and it’s better to let them decide whether they want to hear your pitch.

#3 Do a Proper Discovery to Understand Their Needs

Sales discovery is your first chance to elevate the buyer experience and build rapport. During discovery, you want to explore the challenges faced by your prospective buyer.

The best sellers start by sharing relevant insights and then ask provocative questions to dig deeply into buyers’ issues. This will demonstrate a thoughtful focus on the customer while setting the stage for you to build a strong case for the value of your solution.

Understand the buyer’s challenges to set up a value-driven sales cycle.

#4 Listen Actively

Active listening allows salespeople to build rapport, discover prospects’ challenges and goals, and overcome objections. It’s one of the most important skills for a salesperson to have.

It starts with truly listening to what prospects have to say. 

After listening to your prospect, you should repeat what you just heard back to the prospect.

You can either repeat exactly what you hear, paraphrase what you heard, or rephrase what they said to you. This will demonstrate to your prospect that they’ve been heard.

When a prospect feels that you’re listening to them, they’ll openly volunteer more information, making sales call handling much easier.

#5 Mirror the Other Person’s Communication Style

Is the other person relaxed? Or do they seem rushed?

Are they speaking in a casual tone of voice, or is their communication style more formal?

When selling in a call center, you should mirror the other person’s communication style to make them feel understood and build rapport.

Whatever their communication style might be, you must slow down and breathe. This will signal confidence, build trust, and make you someone that prospects want to talk to.

#6 Know Your Product

When you’re doing call center sales, you have to know your product inside and out.

This includes knowledge about common use cases, strong points, weaknesses, competitors, and more.

You should be able to reference this information and sound confident when doing so.

#7 Sell the Benefits, Not the Features

Most people don’t care much about your product and all of its features. In reality, they care most about what your product can do for them.

So in a call center, you should always be selling the features in terms of how they benefit your prospect.

Instead of saying that you have “XYZ feature” and just leaving it at that, you’ll want to connect how that feature will help them accomplish their goals, which you should have uncovered already through active listening.

#8 Cross-sell and Upsell

The best salespeople know the concept of “land and expand.”

Once a lead signs up and turns into an account, you can then reference your prior discovery notes to uncover cross-selling and upsell opportunities.

What other needs of theirs can you help them solve? Would their services be a good fit for other departments in their company?

#9 Practice Proper Etiquette

Practicing good etiquette is so crucial for making a good impression, but it’s almost like a lost art these days. Here are a few etiquette tips to keep in mind when you’re handling a sales call.

• Don’t interrupt the other person.
• Be polite; say please and thank you.
• Build rapport.
• Be mindful of proper cultural phone etiquette.
• Have a positive attitude and keep your tone of voice pleasant.

If you remember these pointers, you’ll have a better chance of achieving positive results.

#10 Agree on Next Steps

Before hanging up the call, you should discuss the next steps with the caller.

First, you should ask about a timeline and when would be a good time to follow up.

Second, tell the person what you’re going to do after the call. For example, you could say “after this call, I’m going to send you an email with what we just discussed.”

Finally, ask whether there’s anyone else that should be included in the correspondence.

#11 Check-in with Prospects and Customers

To be a good salesperson and increase call center sales velocity, you’ll need to follow up with prospects. You can ask them “when would be a good time to check back in?” and then follow up with them on that agreed-upon date.

Follow-ups should be personalized and add value if you want to break through the noise.

Plenty of sales automation and sales engagement tools exist in the market, but you want to go the extra mile and add your own human touch.

Remember — people will appreciate your follow-up efforts, as long as you’re genuine and respectful of their time.

#12 Don’t Rush the Sale

Buyers can smell commission breath from a mile away. If they get the sense that you’re always trying to sell them something, they’ll label you as a pushy salesperson.

It starts with earning the prospect’s trust. You should recommend things that make the best sense for them, not for you. This means giving up revenue in the short term to land a good long-term customer.

Larger enterprise customers do not like being rushed. Instead, you should keep engagement high with lots of touchpoints and then let them make decisions according to their own timelines.

#13 Consider Call Tracking

As a call center sales manager, you should have an understanding of what’s sourcing your leads. This will help you train salespeople better in relevant topics and also prepare them to deal with people from different regions.

We recommend that managers in a call center reference call tracking to understand the types of callers that are coming in and what those callers might be looking for.

#14 Ensure the Call Quality is Good

Sales prospects in a call center will likely hang up or form a negative impression of your business if they can’t hear you clearly. This might happen if you’re using a low-quality phone service provider.

Your business VoIP provider should be able to give you basic call quality stats.

#15 Listen Back to Your Sales Conversations

The best way to get better at sales call handling is through repetition. It’s like riding a bike – there’s only so much you can learn by reading. You have to learn some things by doing.

 But, there needs to be some kind of feedback loop to maximize those practice reps.

Top salespeople and teams are constantly learning from past experiences. This means listening back to sales conversations that went well, along with sales calls that didn’t go so well.

Then, you can improve your performance.

#16 Make Sure it’s Easy for Callers to Get Where They Want to Go

How many times have you abandoned a call because you didn’t want to deal with an annoying voice menu? Especially these days, a lot of people just want to speak with a real human.

So, call center sales managers should make it easy to navigate their business phone system and get to the right place.

If you have an IVR, keep it to under three levels.

#17 Minimize Wait Times

On the same topic, callers don’t want to wait on hold for a long time for their sales call to be handled.

You should do regular forecasting and ensure that you have enough call center agents on hand.

Make sure that you have the right tools and staff in place to manage high call volumes.

#18 No Scripting, But Talk Tracks

For more complex sales, talk tracks are better than call center scripts.

For example, you want to make sure that your reps ask certain questions to uncover specific things and mention certain things in each call.

Call center scripting is still effective for smaller, transactional sales. Just make sure that you’re following best practices.

Modern business communication continues to move away from traditional, on-premise PBX systems in favor of cloud-based ones. As a result, SIP trunking is standard practice in most business networks. SIP trunking in the cloud offers businesses more reliability, flexibility, and control. For instance, you can self-manage and set up cloud SIP trunks on your own. This allows you to quickly port new numbers and make changes to your service according to your business needs.

Configuring Cloud SIP Trunks

More and more companies choose cloud-based services like VoIP for their communication network. And VoIP cannot work without a SIP trunk configuration. To set up trunks, you can either collaborate with your service provider. Or, do it yourself. In this article, we will embrace the do-it-yourself mentality and help you get started with SIP trunking in the cloud.

SIP Trunking Recap

If you’re new to cloud SIP trunks or need a refresher, let’s review the basics of how SIP trunking works.

SIP, or Session Initiation Protocol, is a signaling protocol that makes SIP trunking and VoIP calling possible. SIP trunking uses this protocol to deliver calls over the internet. It doesn’t require a physical connection, unlike traditional phone systems. So, you can easily integrate cloud SIP trunks into your IP-PBX or VoIP systems.

A cloud SIP trunk acts as a virtual phone line and includes multiple channels. One SIP channel is equal to one inbound or outbound call. SIP trunks with multiple channels will enable you to make and receive multiple calls simultaneously.

5 Cloud SIP Trunking Prerequisites

Before we dive into setting up SIP trunking in the cloud, there are a few factors to consider for a smooth integration:

• Internet access – Since this service needs a network connection to function, it’s no surprise that internet access is a top priority. Check that your internet is strong and stable. If you have business applications adding to network traffic, try dedicating a circuit or separate virtual LAN (VLAN) solely for your SIP traffic. This allows your cloud SIP trunks to operate at peak performance by receiving uninterrupted internet.
• Proper bandwidth – Insufficient bandwidth contributes to many common SIP problems. Bandwidth affects your internet upload and download speeds – which in turn affects your SIP call quality. The minimum bandwidth speed for one SIP channel should be 100 kbps.
• SIP compatible device – You may have a PBX system already in place at your office. But, SIP trunks cannot connect to a legacy PBX without needing extra hardware or IP capabilities. Before setting up, ensure you have the proper hardware (IP-PBX, VoIP devices, softphones, etc.).
• Total SIP channels needed – Since one SIP trunk holds unlimited channels, you can conduct business using only one trunk. But, you’ll need to add SIP channels for all calls happening at any given time. For example, 10 simultaneous calls require 10 channels. To understand how many channels your business needs, calculate the maximum amount of concurrent calls you receive at any given time.
• Account details – Gathering information beforehand might make your setup process more efficient. Remember that the information needed to configure cloud SIP trunks might vary between providers. When setting up SIP trunking in the cloud, you need your VoIP account credentials (user ID, SIP domain, password), VoIP phone number, provider’s IP address, and your IP address.

Setting Up SIP Trunks with Your PBX System

Cloud SIP trunks do not require any on-site installation, unlike traditional PSTN. Instead, you can manage your trunks through your IP-PBX or provider’s online interface.

Many businesses use open-source PBX systems as they are free and fully customizable. Top open-source PBX solutions include:

• Asterisk
• FreePBX
• Elastix
• 3CX

We have helped many customers connect our SIP trunking service with their own or third-party PBX software. Call us or chat with our experts to find out how!

How to Set Up SIP Trunking in the Cloud

When configuring cloud SIP trunks, things like menu options, order of steps, and required credentials all depend on what PBX software you’re using. So, processes might vary from platform to platform. But, let’s review some general steps:

1. Connecting your PBX and SIP Service
2. Adding Desired Number of Channels
3. Upgrading Legacy Systems

1. Connecting your PBX and SIP Service

In your PBX software, find and select the “add trunk” option to connect your PBX to your VoIP service. Then, name your trunk and enter your VoIP phone number. You’ll also need to authenticate (sometimes referred to as a register string) your trunk by entering your VoIP account credentials. Most cloud SIP trunks will not activate until you complete this step since it secures your trunk. Additionally, your PBX might display an option to change your caller ID.

2. Adding Desired Number of Channels

Your PBX software may also require you to input the maximum number of preferred channels. Check with your VoIP provider for the number of channels they offer within a trunk (GCF: 10). You can also add channels through your provider based on your business needs.

3. Upgrading Legacy Systems

If you don’t have an IP-PBX, you can purchase a VoIP gateway to enable your legacy phone system with SIP capabilities. This option demands additional hardware and setup with the help of your service provider. Additionally, you can use a softphone to make and receive calls. This option only requires you to enter your SIP credentials and set up call forwarding rules in our control panel.

Don’t worry if you’re still having trouble setting up your SIP trunk! Our 24/7 tech support team can help you use our SIP trunking service with your existing PBX systems and VoIP devices.

Best Practices for SIP Trunking in the Cloud

To get the most out of your cloud SIP trunking system, follow these best practices:

• Prioritize voice data traffic – Quality of Service (QoS) controls the prioritization and distribution of bandwidth on your server. Giving priority to voice traffic ensures that your service operates at its full potential. It also helps reduce call quality problems like delays, latency, packet loss, and dropped calls.
• Maintain software updates – Make sure your software is up-to-date and consider turning on automatic updates. Updated software increases system efficiency and sometimes gives you access to new features.
• Use Ethernet – You’re free to use Wi-Fi for internet access. However, Ethernet provides your network with increased internet speed and an overall more stable connection. Consider switching to Ethernet wherever possible.
• Firewall restrictions – Although a firewall secures your network, it may restrict your cloud SIP trunks from functioning properly. To avoid this, whitelist your providers’ IP addresses. And, make sure your firewall and PBX ports are open according to your provider’s recommendations (GCF ports: 10,000 – 60,000).
• Keep SIP info private – Try to keep your SIP credentials and login information secure since it provides access to your network.

Set Up Cloud SIP Trunking with Us!

While setting up SIP trunking in the cloud on your own is possible, it may be challenging for some. This is when having a dedicated and reliable provider with a responsive customer support team comes in handy. Our telecom experts can help provide you with the necessary info and support for your specific PBX system.

Contact us to help set up cloud SIP trunks at +1 (561) 908-6171 or chat with us online.