The Reality of Toll-free Numbers: We Need Them (even Like Them)

Posted by Allison Boccamazzo on October 4, 2018 at 11:06 AM


You might not love them, especially when they’re used to make spam calls, but the fact is we need toll-free phone numbers. We like them, even with the majority (63%) of us turning to them for customer support.     

Overall, the annual growth rate in registered toll-free numbers has hovered near 9% since 2010. There are over 40 million in use today, with so much demand that there are now several alternatives to the classic 800 including 888, 877, 866, 855 and 844.

Think about it: what would your impression be of a company that didn’t offer a toll-free number for customer support? Probably not good.

On the contrary, we’ve seen these numbers promoted in some of history’s catchiest marketing jingles: 1800Mattress.com’s "1-800-MATTRES,” Stanley Steemer’s “1-800-STEEMER,” and J.G. Wentworth’s “877-CASHNOW.” The reality is that toll-free numbers are a pervasive part of everyday life, and they’ll continue to be moving forward.

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Tags: Communications, Telephony

Why Enterprises are Combining UCaaS With CPaaS

Posted by Natalie DeCario on September 26, 2018 at 6:00 AM

Communications technology is a priority at any enterprise, but often determining whether to focus on internal communications or the customer’s experience is a challenge. Collaborative tools for employees can allow for innovation and productivity improvements, but it’s also critical to present a consistent message to customers. Many enterprises are using a strategy that combines Unified Communications as a Service (UCaaS) with Communications Platform as a Service (CPaaS).

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Tags: CPaaS

Like it or Not, Toll-free Numbers Still Deliver Significant Value

Posted by Allison Boccamazzo on September 24, 2018 at 9:17 AM


There’s no denying the evolution of customer communications over the last 20 years. Today, tens of millions of text messages, online messages and social posts are
sent each minute for brand engagement. But that doesn’t invalidate the telephone as a critical touchpoint.

Consider the financial services industry: 84% of customers say they still want the option of a live person for discussing their banking needs, and expect this need to stay the same five years from now. Even millennials still prefer phone for handling certain banking needs (a recent study from Humley found that 56% would rather communicate with a live person than a chatbot).

We see this pattern across several industries. When traveling, 89% of customers prefer help from a live person when something has gone wrong. In healthcare, 94% of patients prefer to speak with a real person than a virtual agent. Overall, phone has proven to be invaluable during certain stages of the customer journey, like in the purchase phase of the buying cycle or when a problem occurs.

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Tags: Communications, Telephony

How VoIP Innovations’ BackOffice Instantly Expands Value for MSPs

Posted by Allison Boccamazzo on September 20, 2018 at 10:12 AM


Only 27% of end-users who engage with MSPs
feel “very satisfied” with their experience, according to CompTIA’s annual “Trends in Managed Services” report. So, how can MSPs step up their game? Here’s how VoIP Innovations’ award-winning BackOffice platform transforms these experiences and instantly expands value:

  • Programmable services: Create CPaaS-enabled apps and services with an easy-to-use programmable telco platform. This can be used to improve your own costs and efficiency (i.e. building an app that automatically schedules customer appointments) or to get creative with solving specific customer issues. Virtually anyone can get started with CPaaS; no extensive skills or experience required.   
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Tags: MSP

State of the ITSP 2018: Insights for Getting Ahead

Posted by Allison Boccamazzo on September 12, 2018 at 3:27 PM


Communications is core to successful digital transformation, and that means a lot for Internet Telephony Service Providers (ITSPs). In fact, a
2017 benchmarking study from Autotask found that 63% of ITSPs are now managing up to 50% more endpoints than they were in 2015, with a 10% increase in companies working 26 or more projects per year. In a nutshell, business is booming.

ITSPs stand to significantly gain as companies adopt next-gen communications like AI, cloud, and mobility…but only if they play their cards right. At a time of incredible growth opportunity, these providers must get ahead by making the right decisions in terms of product and business model.

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Tags: CPaaS

CPaaS Delivers Customized Communications Without Infrastructure Investment

Posted by Natalie DeCario on September 12, 2018 at 3:14 PM

Communications is critical to any company’s growth. Whether it’s the collaboration of team members on a project or presenting a consistent voice to the public, communications plays an important role in equipping companies to reach their goals. Communications Platform as a Service (CPaaS) is getting a lot of attention because of its ability to update communications without additional infrastructure.

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Tags: CPaaS, Communications

Simple Fixes for Transforming Team Collaboration

Posted by Allison Boccamazzo on September 4, 2018 at 9:03 AM


Today’s world is full of collaboration possibilities, yet still
only 24% of employees feel connected to their peers according to TINYpulse’s “2017 Employee Engagement Report.” This disconnect is significant as companies champion for cultural, behavioral and digital transformation growth.  

So, what’s going on here? Research suggests three common threads for struggling organizations:    

Disconnect between departments: 76% of employees surveyed by TINYpulse say they feel connected to people within their immediate team, but not to other departments. The reason for this is likely due to “app overload,” in which different departments use siloed communication tools to get work done (research estimates this can waste as much as one hour per day per employee). Sustainable growth and transformation requires seamless cross-departmental collaboration using integrated, holistic tools.

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Tags: Collaboration

[Infographic] Four Brilliant Ways to Enhance Call Center Customer Service with CPaaS

Posted by Natalie DeCario on August 28, 2018 at 2:11 PM


In the call center, nothing is more important than providing an excellent customer experience. Communications Platform as a Service (CPaaS) is a solution that offers great benefit when it comes to customer service. CPaaS makes it possible to securely gather data on customer preferences and to use the data gathered to create a more seamless customer experience. This infographic explains how CPaaS truly enhances your ability to provide better call center customer service. Learn what you need to know about CPaaS, as well as how to get started with it in your call center. 

 

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Tags: CPaaS, Cyber Security, Communications

MSPs: Give Yourself the Same Great Treatment You Give Customers

Posted by Allison Boccamazzo on August 27, 2018 at 1:00 PM
 

The global managed service provider (MSP) market is growing fast (as in, slated-to-be-a-$300-billion-industry-by-2019 fast). Technology is advancing at an unbelievable rate with increased focus on specialty services for meeting specific vertical and business requirements. That has put MSPs in a comfy position, offering specific market knowledge and an understanding of evolving customer needs.

At a time of incredible growth opportunity, MSPs can’t afford to fall behind. Yet that’s exactly the risk they take without the right backend solution to support their business; one that ensures organizational agility, competitive differentiation and strategic growth. In the end, every benefit of working with a trusted MSP—minimized risk, proactive problem-solving, reliable service—depends on that provider’s backend platform.

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Tags: MSP

The FCC’s New Rules for Toll-Free Texts: What You Need to Know

Posted by Allison Boccamazzo on August 24, 2018 at 10:45 AM


As businesses leverage Toll-Free texting to enhance customer communications, scammers are using the service to trick consumers into sharing sensitive information. So much so, that phishing scams now account for over 20% of outbound traffic for leading Toll-Free texting API providers. The Federal Communications Commission (FCC) recently toughened its stance against this fraudulent use of Toll-Free text messaging to “protect the integrity of toll-free texting.”

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