Integrated Call Center Solutions For Your Business

Call centers are a well-established part of the corporate production model. Call centers have evolved to become the front-facing workhorse of not only sales, but also of customer service and support. The voice technology solutions available for call center management must be adaptive to multiple locations and automatically integrate all assets to maximize response time and available information for Customer Service Representatives. Multiple roles should be managed properly so that clients do not wait while key personnel that are able to intervene are not utilized due to rigidity with older solutions.

Leveraging Unified Communications and remote access options facilitate this. With multi-site infrastructure in a call center environment, remote access and network unification is critical. The solution must merge the entire network into a single, virtual entity so access to resources is readily available. Whether it is Instant Messaging, email, or web collaboration, options must be on-screen and ready. This allows a matrix of collective intelligence to be created, turning customer service issues into a wins every time. The client may benefit from a web collaboration session taking a few minutes to address an issue, but only if it is ready now, not later. If the answer is immediate, the client is benefited without excess business process overhead, resulting in higher sales conversion, client relationships, and reduced costs.

The simplest example is client information personalization. When a Customer Service Representative can address a client by name, it is an appreciated personalized touch. When the representative can answer a client's concerns with detailed information that comes from knowledge of the client's operations, installed solutions, and business model, it is much more impactful. This makes the difference between simply keeping an existing client and moving the client to the next level with ready solutions. Clients must feel they are personally important and that his or her needs are understood and proactively addressed. Unified information and instant access is a requirement in order for this to be facilitated.

Those same capabilities facilitate the reporting and interaction recording needs that are critical to business operation. Every word and contact must be retained for future analysis, and for ensuring the quality of communications. For training alone, this is a known value. Ensuring that clients have a clear picture of your information and that you are fully aware of all of the content and context of communications is also a known value. Having that information, unified across facilities and technology profiles, allows for Business Intelligence that is used to identify weak points in client services, or opportunities for client conversion for future sales.

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10 Android Apps for Small Business

I have to admit, I'd addicted to my cell phone. I depend on it for a number of business and personal things such as: making phone calls, accessing my email, writing emails, keeping track of appointments, using it as an alarm clock-and most importantly for playing "Angry Birds". (just kidding)

I've had my HTC Incredible Android Based OS Phone for about a year now, and I totally heart it. There's just so much that you can do with it and a ton of applications that can be downloaded from the Android market that can be used for business related tasks.

One of my personal favorite apps that I use on my phone to connect to the internet from my laptop PC is PDANet by June Fabrics. This neat little tool allows you to surf the Internet -via your android phone (No, I'm not kidding). Best of all, you only have to pay a one-time fee to use the program. Simply download the application to your Android phone and install it onto your pc, plug in your USB cable (one end from the phone the other to your PC) and Voila...you're connected to the Internet. PDANet is perfect for the traveling business person-or whoever needs to have access to the internet when there is no connection available.

Since I'm such a nice person, I decided to spread the love by sharing 10 of the Best Android Apps that can be used for Business with you.

#10. Weatherbug - Stay up to date with the latest weather conditions locally or wherever you are planning to travel to for business

#9. WordPress - Keep your blog or Website updated with this nifty tool

#8. Expenser - Can be used to stay on top of your business expenses and budget

#7. Find My Car - Trouble finding your car after parking at a biz conference? This app will help you find your way

#6. Tweetdeck - Integrate all of your social networking media using this App; Post status updates and other information using a single dashboard

#5. Skype Mobile - Stay in touch with friends, business colleagues, employees and others with this mobile video and voice app

#4. Drop Box - Great app for editing, sharing or viewing business documents and other files anywhere and anytime you need them

#3. Google Maps Navigation - Have an appointment scheduled with a client and need directions? Google Maps to the rescue.... Google Maps Navigation is an internet-connected GPS navigation system with voice guidance, turn by turn directions and more. What's even more awesome about this application is that after you arrive at your destination it will be shown in Google Street View.

#2. Google Voice - Perfect App for business owners wanting to keep track of phone calls efficiently and with the use of one number..instead of multiple phones

#1. PDANet - I cannot begin to tell you how useful PDANet is...especially for a small business user on the go. The PdaNet Android Tethering app is Awesome! With this app you can take advantage of 3G or Wifi Internet connection speeds to power your PC.

Kimberly George is the owner and founder of Lab-Ratz Technical Solutions an IT Services company based in Richardson Texas. Lab-Ratz provides computer and network support to small offices and business with 5 pcs or more. Kim has worked in the field of IT for 10 plus years and has several industry certifications, including the CCNA and CCVP Certifications. She started Lab-Ratz Technical Solutions to help small business owners eliminate computer problems--quickly and affordably.

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Innovative IT Support Is Crucial for Your Business

Everyone depends on IT for day to day personal and business needs. IT is as essential as power and heating - without it, our daily business becomes more difficult and time consuming.

Like electricity, IT is expected just to work. When it stops working, all IT problems should be fixed immediately and at minimal cost. Additionally, it is the IT persons fault for the problem in the first place and anyone who cannot fix the problem is incompetent!

In short, it's a tough job to be an IT support person. They only get called when there is a problem and the people calling usually expect the IT person to instantly understand their problem with minimal detail.

One of the biggest challenges when looking for IT support for your home or business is who to pick? There are hundreds of IT companies out there - they all seem to be brilliant at everything and the websites all look fantastic.

Below are some of the questions you may want to ask as you evaluate which IT support company to use:
• Location - are they close to your offices and able to attend to issues promptly?
• Years in business - have they been around for a while?
• Skills needed - can they support you now and in the future?

One big factor that should be considered is that the support company will speak with you to really understand what your business is about and what you plan to do in the next few months and longer term. They should also want to understand what your current challenges are and suggest ways of overcoming them.

Ideally the IT support company should be able to offer alternatives and solutions in a way that makes sense to you and is not full of technical jargon.

Once the IT company understands your business and what you are trying to achieve, they will partner with you to find solutions not only to your day to day problems, they will be able to suggest ways of helping your business grow through smarter working practices that help you work when you are out of the office or looking to expand.

Quite often people think that they can do their own IT support. This often works initially, however generally people run in to problems when their day job gets in the way - they are not employed to do IT support and quite often don't have the necessary expertise which causes problems down the line and makes it even more frustrating for other employees in the business.

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Install GPS Tracking Devices For Successful Business

With the help of GPS Tracking Devices, one can keep track of his consignment until it reaches its destination. Such devices are especially useful in transportation services so that the business owner or service provider can be informed about the location of his trucks and other vehicles.

Useful In Trucks and School Buses

To make his transportation business successful, the owner has to ensure that his clients are satisfied with timely delivery of goods. The best way to ensure that his trucks are on the right track is by opting for GPS devices. These can be fitted on the trucks and when required, the owner can access information regarding his vehicles. Such GPS Tracking Devices are essential to run a transportation business successfully. The main focus in these kinds of services is the timely and safe delivery of goods.

Most clients desire to be informed by the business provider regarding their goods and the time required for delivery. To keep the clients routinely informed about the position of their goods, the owner can keep checking the location of the trucks. Such checking systems also ensure security of the client's luggage and also the company's vehicles. If there is an accident or break down on the way, the owner can immediately become aware of the mishap and ensure appropriate help at the earliest time possible.

This kind of monitoring is not possible without fitting GPS Tracking Devices on one's vehicles. Such equipment is also useful in school buses so that parents can learn the reason for their child's delay in reaching home after school. To keep parents informed, school bus operators provide some phone numbers where they can call to learn the reason for their child's delay. Transportation business owners can keep control over their vehicles and their drivers by installing good quality tracking equipment for knowing the vehicles' whereabouts.

Check Out Various Models Online

By monitoring their vehicles, they can ensure that the drivers do not travel on some other route for their personal work. This helps to satisfy clients by ensuring timely delivery of goods and also prevents fuel waste. Without GPS Tracking Devices, the transportation business owner is at the mercy of his vehicle drivers. Sometimes, drivers travel through longer distances and also travel in other directions and routes to fulfill their own requirements.

Such acts cause a lot of trouble to the client who has to wait endlessly for his goods to arrive without any knowledge of their location. This causes a lot of tension for the client and he may even opt for another transportation company the next time he needs such services. To keep his clients satisfied and ensure a successful business, truck owners should install monitoring devices on all their vehicles. This will keep the drivers under control, as they cannot travel in unknown routes as the employer can easily detect their misdeeds.

Owners can check on the Internet for manufacturers of such instruments and learn about the various models available and their costs. One can also order such devices online as reputed manufacturers offer prompt home delivery of the product along with detailed descriptions on how to use them. By installing appropriate GPS Tracking Devices, transportation business owners can ensure satisfied clients.

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Using Cloud Services to Enhance Your Business

If you're not an Internet-savvy person, it can be hard to think about using cloud services to make your business better. After all, using more technology always involves a time of transition, and moving to cloud services is no different.

Fortunately, it's easy to see how these services can help your company work more efficiently. Since they're also easy to access and don't take long to learn, you should be able to get everyone on board in no time.

Editing Documents

One of the best ways to use cloud services in the context of business comes when you need several people to look over a document before it can be considered "finished." Before, you had to pass hard copies around to each person, then incorporate all of their changes, mediating when people disagreed or didn't like what the other wanted to say.

When you use cloud services, though, all you need to do is upload the document to the service and make sure every relevant person has access to it. Then, they can make their changes online and hammer out any disagreements amongst themselves. Most cloud services will track who made which changes, so you can see what everyone is doing.

Distributing Documents

Another thing that working in the cloud will help you to do better is to distribute material to your employees. Instead of printing out your employee manual, for instance, all you'll need to do is upload it to the cloud, where you can then give everyone read-only access to it. Now, when they need to look up how many vacation days they have left or whether they get Christmas Eve off, they don't have to lug out a huge notebook to find the answer.

This also saves you money because you'll buy less paper. While this might be an expense you're used to by this point, you'll notice a big difference in your expenses when you start using cloud services instead. Give it a try to see how much you'll save.

Saving Files

Another way your company can benefit from using cloud services is through having access to each other's files. You can set up your computers to automatically save certain items to the cloud, and then set up permissions so anyone who needs access to those items can have it. Instead of sending files back and forth across the company, several people can look at something at once.

Often, using cloud services to save your files also means that you have backup copies of things if you need them. You never know when a computer will crash, but saving to cloud services means you don't risk losing everything if that happens.

These services can be a lifesaver for business owners. Whether your company is small or large, there are many, many ways that it can benefit when you use the online resources available to you. If you have more questions, be sure to find answers so your company can work as efficiently as possible.

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SIP Trunking And How It Benefits Businesses

The meaning of SIP Trunking is Session Initiation Protocol. It is a type of service which enables businesses that have installed PBX to use real-time communication VoIP included. When this trunk is connected to a traditional public switched telephone network (PSTN) system, a company is able to communicate over internet protocol to the outside world. The company can also replace its fixed PSTN lines with the IP telephone system connected through this trunking service externally. This creates single conduits for multimedia components such as data, video and voice.

This trunk is made up of 3 primary components. These components include IP PBX which communicates with all the endpoints over the IP network. It is able to switch calls between the VoIP users of local lines and at the same time allow the callers to share several external telephone lines. It can also switch calls between the traditional phone users and VoIP users.

The other component is Internet telephony service provider (ITSP). The role of this component is to enable connection to PSTN for the IP network for fixed and mobile communication devices. IP communication is also transported across a public internet or private IP network.

Then there is the border element which enables connectivity between the PSTN, external IP-carrier network and the enterprise IP network. This element could be a switch for transferring calls out of and into the PSTN. It could also be an SIP-enabled firewall or even an enabling edge device that is connected to a firewall. The service provider usually manages this element.

This trunking works by blending both voice and data connections into a single line. It serves as a converter between the company's internet connection and a legacy telephone system. This enables the data network to effectively carry the voice traffic. Its features normally include E911, long and local distance calling, caller ID and directory listing. All these are then integrated into the existing telephone system of the company.

The benefits of using this trunking system are numerous. Since a large portion of calls made travel over the IP network, there are no additional costs. The service provider normally charges a fraction of what it would cost if there was no IP connection. As a result, this system delivers not only increased reliability but also delivers huge cost savings to the company.

Another benefit is that the need to invest in less capable and costly desktop equipment and TDM-gateway infrastructure is eliminated. Monthly expenses are also reduced because only a single connection for voice and data is needed. It also allows businesses to outsource the PSTN connection to third parties thus reducing the cost of long-distance charges.

Today, there are various reliable SIP trunking service providers available in the market. They offer various options to their customers at varying costs. A company requires to purchase products and services such as IP phones, IP PBX, friendly firewalls and soft clients among other requirements. However, when this service is deployed properly, it can bring a good return on investments within a few months.



The meaning of SIP Trunking is Session Initiation Protocol. It is a type of service which enables businesses that have installed PBX to use real-time communication VoIP included. When this trunk is connected to a traditional public switched telephone network (PSTN) system, a company is able to communicate over internet protocol to the outside world. The company can also replace its fixed PSTN lines with the IP telephone system connected through this trunking service externally. This creates single conduits for multimedia components such as data, video and voice.

This trunk is made up of 3 primary components. These components include IP PBX which communicates with all the endpoints over the IP network. It is able to switch calls between the VoIP users of local lines and at the same time allow the callers to share several external telephone lines. It can also switch calls between the traditional phone users and VoIP users.

The other component is Internet telephony service provider (ITSP). The role of this component is to enable connection to PSTN for the IP network for fixed and mobile communication devices. IP communication is also transported across a public internet or private IP network.

Then there is the border element which enables connectivity between the PSTN, external IP-carrier network and the enterprise IP network. This element could be a switch for transferring calls out of and into the PSTN. It could also be an SIP-enabled firewall or even an enabling edge device that is connected to a firewall. The service provider usually manages this element.

This trunking works by blending both voice and data connections into a single line. It serves as a converter between the company's internet connection and a legacy telephone system. This enables the data network to effectively carry the voice traffic. Its features normally include E911, long and local distance calling, caller ID and directory listing. All these are then integrated into the existing telephone system of the company.

The benefits of using this trunking system are numerous. Since a large portion of calls made travel over the IP network, there are no additional costs. The service provider normally charges a fraction of what it would cost if there was no IP connection. As a result, this system delivers not only increased reliability but also delivers huge cost savings to the company.

Another benefit is that the need to invest in less capable and costly desktop equipment and TDM-gateway infrastructure is eliminated. Monthly expenses are also reduced because only a single connection for voice and data is needed. It also allows businesses to outsource the PSTN connection to third parties thus reducing the cost of long-distance charges.

Today, there are various reliable SIP trunking service providers available in the market. They offer various options to their customers at varying costs. A company requires to purchase products and services such as IP phones, IP PBX, friendly firewalls and soft clients among other requirements. However, when this service is deployed properly, it can bring a good return on investments within a few months.

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Why Use Google Apps for Business?

Google Apps have been around for a while now and Google have been promoting the Cloud for business for over 10 years now. For those who don't know what Google Apps are, it is a service from Google featuring many web applications with similar functionality to traditional office suites like Microsoft office. Some of the many apps include Gmail, Google Calendar, Talk, Docs and Sites. The difference between Google Docs and office suites like Microsoft office is that all of Google apps are on the cloud, in other words on a server available 24/7 and can be accessed anywhere. You don't have to buy any software or hardware to use the apps and there is very little administration. Google apps bring the power of mobile computing to your fingertips. You don't have to be tied down to the office anymore, you can work anywhere at any time and be confident that your documents and critical business data is safe and secure in Google's hands.

Modern business is not just carried out in the office anymore. Mobile working is growing and that is thanks to cloud computing. You can be anywhere in the world and access your data, email, calendar and talk to colleagues. All you need is an internet connection. All of these applications can be used via an iPhone, blackberry or android phones and even some less powerful phones. This is how modern day business is carried out and it is set to stay

You get far more storage with Gmail and more security. Gmail is powered by Postini which is an E-mail and Web security and archiving service which has been owned by Google since 2007. The service provides efficient cloud computing services for filtering e-mail spam and malware actually before it is delivered to a client's mail server.

The benefits are obvious. Apart from the mobile working benefits and security the cost savings really add up. If you have 10 employees you need 10 office software certificates, whereas with Google apps you don't need to buy anything. All you need is a computer with internet access. For new businesses working with Google apps is ideal, training your staff to work on the cloud will ensure you business is run smoothly and securely without any worry about hardware and software down time.

Google has partnered up with many Google Apps Resellers so companies can help with the transition from regular software and working practices to working on the cloud. Google also provide customer support all day every day. You can contact Google via email, instant chat online or by phone. The likelihood of need to contact Google is slim because of the advanced security features. They store all of the data on many data centers so if one fail to retrieve your information it will automatically point to another server. As the servers are synchronised, you will only ever get up to date real time date.

You get peace of mind because Google Apps is the very first cloud based solutions to receive the FISMA certification. This means Google's security and network operations have been given the thumbs up from the Federal Information Security Management Act. To receive a certificate from the FISMA, guidelines and the correct implementation security control need to be adhered to. Google have a security team working all hours to ensure that data on the cloud is safe and secure.

If your software of PC has been hacked and you have lost data which lost your business a lot of time and money you can see why Google apps are beneficial to businesses. More and more are catching on to this concept and with what I have stated above it's not hard to see why. I have been converted and I hope more and more businesses will realise the benefits and more their business activities onto the cloud. Google rocks!

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