cloud comms Archives

Beat the Recruitment Crisis with 24/7 Telecoms Support

choruscx on July 28, 2023

One of the biggest challenges facing companies nationwide is the recruitment crisis — and the telecommunications industry is no exception.

The pressure has always been on for telco support desks. After all, a reliable and effective communication system is the cog that keeps the whole industry turning.

But despite the importance of customer communication and the evolving technologies that support it, contact centre recruitment remains a challenge in 2023.

In the UK, the average employee turnover is 15% — for call centre roles, it’s 26%. That’s a big jump. Not only do telcos need to fill positions quickly and efficiently to cover the increasing skills gaps, but they also need to retain their staff. High staff turnover is expensive; training costs, recruitment fees and loss in output all add up.

And as the cost-of-living crisis continues to soar, budgets are getting lower, yet the demand for outstanding customer service is getting higher and higher.

We know we’re painting a pretty gloomy scene. But we’re here with a solution — and we think you’ll like it…

It’s time to outsource your communications

When there are gaps in your workforce, it can feel like ‘all hands on deck’ still isn’t enough hands. So, instead of making do with an understaffed workforce, why not enlist the support of a managed services provider (MSP)?

An MSP is an outsourced third party that assumes responsibility and control of the day-to-day operations of a business, assisting with 24/7 support to help companies cut the cost of providing these services themselves.

These managed telco services can include anything from technology consulting and help desk assistance to product support, minimising downtime of business-critical services and freeing up resources for other functions.

See, we told you there’d be good news! And it gets better. Take a look at all the benefits MSPs can offer…

Scalable for a growing business

Right now, businesses are struggling to hire, train and maintain staff, resulting in understaffed and overworked communications teams that are unable to get everything done

There’s no longevity in this structure for businesses looking to survive — let alone excel.

Using a managed service provider can help you expand your offering without the pressure of finding and onboarding new employees — and you’ll never have to worry about your experts jumping ship!

Plus, we all know the telco industry is fast-paced and constantly evolving. An MSP helps your business stay flexible to accommodate ongoing market changes.

Cost-efficient (without comprising quality)

After the COVID-19 pandemic, the customer services sector saw a 32% increase in employee wages.

Since then, this wage inflation (not to mention the general cost-of-living crisis) has made it difficult for many telcos to recruit and retain customer sales staff, and businesses can no longer ignore rising costs. But that’s where MSPs come in…

Without adding a single person to your payroll, MSPs can help fill any technical skills, knowledge or headcount gaps to ensure your business runs smoothly without additional hiring costs.

All-encompassing services

If all that wasn’t enough, managed telco services make it easier to do your job.

You can trust an MSP to provide the knowledge and expertise necessary to boost customer satisfaction and increase sales whilst focusing on your core business efforts and goals.

From improving productivity with white-labelled services to minimising expenses with hands-on maintenance, an MSP can fill any gap your telco has (or bolster your existing team), allowing you to stay focused on building your business and keeping competitive in the market.

Which MSP is right for you?

Before you go diving into the MSP pool head-first, take some time to consider what your business needs to excel…

24/7 telecom support service, so end-users are never left in the dark. MSPs that offer round-the-clock support allow you to extend your business’ opening hours and drive-up customer satisfaction effortlessly. Plus, professional 24/7 telecoms support is totally white-labelled, acting as a true extension of your business.

A solid business continuity plan (just in case). A good MSP will include a contingency plan in its services to help keep customer dissatisfaction at bay should a problem arise — giving your team confidence and security and reducing recovery timescales.

The ability to actively tackle potential caller fraud. An MSP that can identify the tell-tale signs of fraud is a good bet in our books. Data breaches affect millions of users every year, and we don’t see fraudulent calls going away anytime soon. So, safeguarding your businesses from number spoofing scams and other cyber attacks is essential.

The maths is simple: a robust team plus happy customers equals a successful business. Don’t let skills gaps put you out of business — instead, lean on the support of a managed service provider and reap the rewards…

With ChorusCX Pro Services, you can outsource dozens of telco functions to our friendly and experienced team — and benefit from 24/7 support. Call 0161 444 3333 to learn more or book a demo of our services today.

Data Security: Three Reasons to Take Your Business to the Cloud

choruscx on March 20, 2023

The shift to cloud computing has been one of the most significant tech trends of the past few years, with many businesses embracing the host of benefits the cloud can offer.

From reduced IT costs and increased flexibility to improved security and boosted application performance, the cloud brings about the potential for innovation and new capabilities — especially for businesses that rely on telecommunications to conduct their business.

Communication has never been more critical in the rapidly changing (yet always competitive) world of commerce. Thankfully, effective communication has also never been more accessible thanks to cloud communications.

So, if this is the case, why are business owners still resisting the switch?

At its most basic, ‘the cloud’ refers to any software or service not located on a personal computer or device. Instead, data is stored off-site and lives solely on the internet.

For some, this framework may seem untrustworthy and raise alarm bells about data security. But cloud data isn’t just floating around unprotected. In fact, sensitive data is often a lot safer in the cloud than on-premises — and here’s why…

1. Data loss prevention

Surrendering data to the cloud can feel like the digital equivalent of a trust fall.

But if organisations aren’t investing in a cloud computing solution, all valuable data is inseparably tied to its office computers. So, why’s this an issue?

Computers and hardware can malfunction for many reasons — from viral infections and age-related deterioration to simple user error (we’ve all been there…). And if any physical equipment experiences a problem, valuable data could be lost — permanently.

Alternatively, if data is stored in the cloud, all that information is secure and accessible from any device with an internet connection. So, no matter what unforeseen circumstances arise, that data can be retrieved and accessed from a backup server.

2. Round-the-clock security

Did you know cloud networks are under constant surveillance?

Previously, businesses always stored data in privately owned servers. But that requires having your own IT department and premises to keep the servers, continually updating hardware and software and developing stringent contingency plans in case of a data breach or an unforeseen disaster, like a fire.

So, for most organisations, 24/7 data security isn’t a cost they can afford.

On the other hand, cloud providers have full-time staffing and a round-the-clock security operations centre (SOC) that constantly monitors network infrastructure — keeping your data secure.

Protecting sensitive information is a top priority for any business (especially with security threats like call spoofing, malware and denial of service attacks swirling around)…

Cloud communications providers offer security measures like data encryption authentication protocols to keep communications safe. So, if hackers intercept a person’s data during its transfer to or from the cloud, they’ll be the only user with the information needed to access their files.

3. Safer collaboration

Collaboration is an integral part of most business operations, and transitioning to the cloud can provide team members anywhere in the world with the tools to work together both safely and efficiently.

With new cloud solutions like unified communications software, we’ve entered an era where the workday is no longer confined to a specific desk, phone or computer screen. Professionals now have the freedom to work remotely and share their skills globally — all they need is the right device and a cloud connection.

Unified communications solutions enable a higher level of interaction, making sure that everyone has access to the same secure system and that shared information is protected with end-to-end data encryption.

And the best part? We have the perfect solution for you — packaged into one easy-to-use, intuitive app…

The future of unified communications

ChorusCX Flow

is our Unified Communications as a Service (UCaaS) solution that unites telephony, PBX, instant messaging, video meetings and call-centre functionalities under one umbrella.

What does this mean for businesses? Boosted productivity, more flexibility, cost savings and improved data security — with access to IT support for all your company’s users, no matter where they are.

The options are endless with ChorusCX Flow — from both a partner and end-user perspective. Gone are the days of investing in separate data sharing and communications systems. Now, cloud-based unified communications solutions can provide a complete package of interconnectivity between teams, making working together simple, secure and efficient.

Are you ready to make the move to the cloud?

With ChorusCX Flow, you can revolutionise the way you work without compromising your data security. Get in touch with our team at sales@invosys.com to learn more about ChorusCX Flow and our other telco solutions. We’re more than happy to help.

2023 Telco Trends: Stay One Step Ahead with ChorusCX

choruscx on February 15, 2023

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Going into 2023, telcos everywhere can be proud of their collective resilience over the last few years.

Between price increases, supply chain issues and geopolitical tensions, recent events have caused telcos of all shapes and sizes to stand back and examine their strategies as they navigate the ever-changing landscapes of technology and communications.

And with a new year comes a new set of challenges. From where we’re standing, 2023 will likely continue to be defined by change — something the telecommunications industry certainly isn’t exempt from.

Though there’s no way to predict exactly what will unfold for telcos this year, there are a few trends and changes we expect to see in the coming months…

Private 5G

Will 2023 be the year private 5G finally goes mainstream? Mobile subscribers can already get 5G access in major areas depending on the provider. But private 5G networks will take things one step further, designed to enable enterprises to control their destiny regarding partners, features and connectivity. Thanks to private 5G networks, businesses and consumers alike may finally have it all: complete indoor and outdoor coverage with a high degree of security (making them a good choice for large institutions and companies), ultra-reliability, low latency and reduced energy usage. Pretty good, right? Still, there’s one thing to keep in mind as we embrace 5G connectivity: cyber crime…

Cyber security

Cyber security has always been a concern for telcos. But as our national telecommunications networks expand to facilitate 5G and more businesses migrate from traditional phone systems to alternative cloud-based services in preparation for the ISDN switch-off, concerns over cyber security are only getting more serious. From the growing risk of cloud threats leading to misconfiguration to the potential for hackers to access sensitive information being shared between internet of things (IoT) devices via private networks, telcos will have their work cut out to stay ahead of the problem this year. And the issue of telco fraud shows no signs of slowing down in 2023, either… Of course, phone scamming isn’t a new phenomenon. But with a steady 34% increase in digital phone call scams since last June — voice phishing (vishing) and voice over IP (VoIP) scams in particular — it’s more important than ever for businesses to invest in automated solutions that can accurately detect and report caller fraud.

Energy efficiency

Did you know that the energy costs of running the world’s mobile networks have reached $25 billion (£20 billion) annually due to ongoing crises and inflation? Yikes. It’s time to take a new approach. To reduce their energy consumption, telcos need to modernise their existing networks and maximise their traffic performance through tools such as artificial intelligence (AI), machine learning and automation. Doing so is crucial to minimising energy costs and lowering carbon footprints — without compromising user experience.

Metaverse

The metaverse — a shared, immersive 3D virtual space — is one of the biggest trends in the telecoms industry. So, how will it impact telcos this year? Virtual reality (VR) has been used for ages in online gaming. Now, it’s reaching new realms — planting roots in many industries and businesses, allowing them to create true-to-life simulations in risk-free, cost-effective ways for training, data visualisation, manufacturing and more. Great… except VR metaverse users require around five to 40 times more data than it takes to stream a video (that’s quite a lot). As a result, telcos will have to invest in the ultra-fast fibre connectivity and cloud computing infrastructure needed to meet the low-latency requirements of the metaverse.

Cloud computing

Remote working may have kicked things off for cloud computing, but the global hyperscale cloud market will drive things forward in 2023 (and beyond). Hyperscale computing is an agile method used to process data, with hyperscale architecture able to scale up or down depending on data traffic. With the adoption of 5G, IoT devices, edge computing, video streaming apps and a need for more data storage, ‘hyperscalers’ like Google, Facebook and Amazon have taken this computing method and applied it to data centres and the cloud to accommodate fluctuating demand. So, now that these big companies are trying to dominate the public cloud and cloud services industries, it might be time to look at your cloud connectivity offerings to ensure you’re keeping up with the competition.

Weathering the storm

Although there’s no way of knowing how events will unfold this year, one thing’s for sure: things could get challenging. So, now’s the time to get your ducks in a row, streamline your finances and boost productivity to put your business in the best position to adapt. One of the first steps in this process is identifying what functions could be outsourced to save time and money — including managed services, such as help desk and product support, technology consulting, operational services and much (much) more. Without adding a single person to your payroll, managed telco services can help fill any technical skills, knowledge or headcount gaps to ensure your business runs as smoothly as possible — even during busy periods, such as the summer and bank holidays. When ChorusCX provides these specialist services, we’re not just a voice at the end of the phone — we offer a white-labelled service, remote local support and hands-on maintenance. And when we supply our industry-leading ChorusCX Number Manager platform, we provide in-depth training and 24/7 telecom support. Plus, because of our vast portfolio of products, you can bundle products and services together to maximise your offerings and available profit margins. Win-win! Are you ready to revolutionise your business? No matter how unpredictable the telco industry may be in 2023, ChorusCX is your sure and steady solution, offering businesses a one-stop shop for all things telecommunications. Contact our team at 0161 444 3333 or email sales@invosys.com for any questions.

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2022: the Year of Cloud Services and Savvy Solutions

choruscx on January 4, 2023

What a year.

For most businesses, 2022 has been all about getting back to pre-pandemic levels. And it’s fair to say the telecoms industry has weathered the ups and downs better than some.

But we can’t say this year hasn’t been without its challenges…

From geopolitical issues and rising inflation to socioeconomic factors and union strikes, the backdrop to the telecoms industry has been tense (to say the least). But it’s an industry that’s continued to be the essential thread connecting people, businesses and society as a whole throughout it all.

The way we communicate individually has evolved over the last 12 months. (When was the last time you used headsets when holding a Zoom meeting? Or sent an actual text instead of a voice message on WhatsApp?)

As such, businesses have also had to adjust operations in an effort to boost productivity and keep control of their costs.

So, let’s take a look at what’s been going on…

The future of flexibility

We may be biased, but the telecoms industry has always been ahead of its time…

The transition to remote working was a big one for many. For us, remote working has been the standard for years.

But these days, it’s a necessity across so many industries.

The UK government even introduced new legislation in 2022 to make ‘flexible working the default’, meaning employees can request flexible working from day one of their employment rather than the previous 26-week qualifying period.

To meet this monumental shift and growing demand, companies have adopted unified communications as a service (UCaaS) and cloud services for increased productivity and connectivity. And it’s been interesting to see how this evolution of cloud technology, and our dependency on it, has tipped the scales and reduced our reliance on session initiation protocol (SIP).

Now, we’re ready to face almost anything.

Take the recent snow days — thinking back to childhood, many of us would have had the day off school and spent it sledging or making snowmen. Same with strike action days; a few years ago, train strikes might’ve meant a day off work. Not anymore.

In 2022, remote working has underpinned everything — and unified communications have allowed us to work, learn and connect with anyone from anywhere, anytime.

Cutting business costs

This year, more than 3,300 workers at 70 different UK companies trialled a four-day working week with no loss of pay. And the overall consensus — boosted productivity and increased output — suggests a nationwide transition could have many benefits.

Offices only being open four days a week would significantly cut running costs, and employees would pay less to commute.

Of course, none of this would be possible without the advancements we saw across cloud services and UCaaS in 2022. But other cost-effective solutions, such as automation, have also presented themselves this year.

A study commissioned by Yell found that UK businesses could save more than £29,000 annually by adopting automatic processes through artificial intelligence (AI), chatbots and multi-channel applications. At a time when job vacancies and operational costs are higher than ever, effective automation has seen many businesses maintain productivity levels by augmenting human roles (rather than replacing them).

Equally, businesses have been undertaking other cost-cutting exercises, identifying what is more cost-effective to carry out in-house and what can be outsourced.

For example, professional telco services have proved a savvy way to cut the cost of support services for businesses struggling with tight budgets and high staff turnover. Without adding a single person to their payroll, 24/7 telecoms support services have helped fill any technical skills, knowledge or headcount gaps to ensure these companies can continue running as smoothly as possible (for less).

Revolutionising for 2023

So, that’s a bit of a look back at what’s been going on across the wider telecoms industry this year. But what about at ChorusCX?

We’ve made a name for ourselves by having our finger on the pulse, continually adapting to market changes and offering solutions one step ahead of the curve.

And 2022 has been no exception.

This year, we introduced several exciting new features to our ChorusCX Flow solution — from video calling and instant messaging to handset bundles and end-user customisation.

With multi-layer branding options and more API functionality to come, ChorusCX Flow has been revolutionising remote working and keeping communication simple.

The release of our connectivity portfolio (hello, bigger bandwidth) has also boosted the capabilities of remote workers. Because let’s be honest, slow broadband and unreliable WIFI connectivity just won’t do in today’s hyper-connected world.

It would also be nice to say that scams like number spoofing were left in 2021 — sadly, this wasn’t the case. Fortunately, our ChorusCX Call Shield solution, employed to identify the tell-tale signs of potentially fraudulent or spam phone calls, has worked to safeguard the details of businesses during a year that saw several large-scale data breaches affecting millions of users.

Evidently, it’s been a massive year for ChorusCX, and we’d like to say a big thank you to our customers and partners who have helped us lead from the front with our boundary-pushing, transformative solutions.

Wondering what we’ll be getting up to in 2023? Let’s just say we have a few tricks up our sleeves — but you’ll have to keep your eyes peeled and ears pricked for everything we have in store…

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Adapt or Die: the 2022 Blueprint for Telco

choruscx on August 9, 2022

Telecommunications has always been an ever-changing industry. Performance standards are constantly being set, and new competition is met daily — particularly in the wake of recent events.

The last two years have further emphasised how important it is for businesses to change with the times. In 2022, telcos find themselves at a crossroads: they can either dither around the edges to achieve incremental progress or take advantage of the reinvention of the industry accelerated by the pandemic.

At ChorusCX, we understand that innovation is vital, especially in this do-or-die economy. So, what market trends should your business be adapting to in 2022?

Telephony meets the cloud

Cloud computing is one of the most transformative technologies of our time. By moving data and applications to the cloud, users can access them from anywhere, and businesses can enjoy increased agility, flexibility and scalability. But although customers are accustomed to seeing cloud technology in an IT and data environment, this hasn’t always been the case from a telephony point of view.

Since the pandemic and the scramble for hybrid-working solutions, there’s been an urgency for end users to be able to work remotely whilst retaining the same user experience — whether they’re mobile, sitting in the office or working from home. That’s where cloud technology comes in.

Organisations have promised cloud-based hosted telephony with true convergence of telecoms and IT for over a decade. At ChorusCX, we like to practice what we preach…

Our ground-breaking MS Teams direct routing solution enables customers to route calls to and from Microsoft Teams, utilising all the advanced features of ChorusCX’ comprehensive Number Manager: our industry-leading inbound call management platform.

This public switched telephone network (PSTN) solution gives users complete control of their call flows from one place, allowing Teams users to quickly and easily synchronise with the Number Manager service at the click of a button.

Similarly, our ChorusCX Flow hosted solution is a practical, fully featured unified communications platform that allows businesses to manage costs, users and security through a single portal — removing the need to switch between numerous separate platforms.

Data and connectivity

The journey to the cloud is also the driving force behind another market trend: data and connectivity.

Cloud-based users and businesses are hungrier for bandwidth than ever. As the use of video calls increases, so does the need for bigger, better and faster connectivity.

Plus, the imminent Integrated Services Digital Network (ISDN) Switch-Off has those working from home questioning whether they should go to fibre and how much bandwidth they would need. Connection quality must be up to scratch to ensure productivity levels are the same at home as in the office.

Though fibre to the premise (FTTP) is still being rolled out across the UK, you may not have access yet (check if your area is eligible here). But not to worry — we have you covered.

As an interim solution for customers, single order generic ethernet access (SoGEA) provides broadband without a phone line, readying you for the Switch-Off. It’s quick to install, reliable to use and offers a cost-effective solution to future-proof your connectivity.

Now, it’s time to chat…

Multi-channel communications

Living in this digital era has instilled in us one thing: we want answers, and we want them now.

A challenge for businesses has been providing options for customer service. What method of contact do customers prefer? Whether it’s SMS, WhatsApp, LinkedIn and Twitter feeds, emails or phone calls, customers want choice and immediacy in their communication.

ChorusCX’ drive for exceptional customer service and support has always set us apart from our primary competitors. Still, we understand the importance of evolution. That’s why we aim to transform how we communicate with our customers through chatbots and social media, ensuring they get the same user experience on every channel they use.

A finger on the pulse

The telco market of 2022 offers a unique opportunity to either completely reimagine your business or risk being overtaken by more relevant competitors.

As a result, ChorusCX is undergoing a transition, looking at every aspect of our services to keep our products relevant, our communication strong and our business model stable. All businesses are finding themselves in a sink-or-swim position — how will yours utilise these market trends to stay afloat?

Need help revolutionising your services to stay one step ahead of market trends? ChorusCX is your solution. Contact us at +44 (0)161 444 3333 or email sales@invosys.com today!