Cloud VoIP Mobility Buyer s Guide
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- Lilian Hines
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1 White Paper Cloud VoIP Mobility Buyer s Guide Contents Introduction....2 ShoreTel Sky....2 Jive Communications....5 Fonality....7 Cbeyond....9 SimpleSignal Vocalocity About Ziff Davis B2B Ziff Davis B2B is a leading provider of research to technology buyers and high-quality leads to IT vendors. As part of the Ziff Davis family, Ziff Davis B2B has access to over 50 million in-market technology buyers every month and supports the company s core mission of enabling technology buyers to make more informed business decisions. Copyright 2014 Ziff Davis B2B. All rights reserved. Contact Ziff Davis B2B 100 California Street, Suite 650 San Francisco, CA Tel: Fax: marty_fettig@ziffdavis.com
2 Introduction These days, lots of employees work away from their companies main offices. The most visible of them are those who are traveling for business, but there are also those who work from home or in small and/or remote branch offices. Even small companies can have overseas employees, and many of them may switch among any combination of these work situations at different times. In any case, all represent different types of mobile workers and cloud VoIP providers offer a variety of ways to keep such workers connected. The main purpose of mobile connectivity is to let workers make and receive business calls from anywhere as if they are using the office phone system. Partly this involves routing incoming calls back out to any phone the employee wants, whether mobile, home or even hotel phone. It also involves making outgoing business calls that employees place from any such phones seem as if they are coming from the office phone system. Typically this requires them to either dial into the office system first, or to access it via mobile or desktop applications. Cloud VoIP providers have a variety of methods to provide such capabilities. Providers package and sell these different functions in a variety of ways. Some offer them bundled with basic or premium packages. Others charge additional fees for mobility features and at least one offers its own cellular service for business, integrated with its cloud office phone system product. This Guide assesses six cloud VoIP providers that offer various mobility capabilities. ShoreTel Sky ShoreTel s cloud/hosted VoIP service, dubbed ShoreTel Sky, provides evidence of two increasingly important trends in business telephony. One is that cloud services are the product of the future even for established premises VoIP vendors like ShoreTel. More important is that use of cloud-based VoIP services is becoming increasingly practical even for large companies looking for powerful phone systems. ShoreTel Sky provides not just the features and functions larger companies need and expect, but also the services and support that make them viable. In the process, it also illustrates a third trend: that VoIP is no longer mainly about price, but about capabilities. ShoreTel Sky is the former hosted VoIP service created by M5 Networks, which ShoreTel acquired in That acquisition was a major sign that even vendors with substantial equipment sales were taking cloud services seriously. The service runs on an M5-developed platform named Call Conductor. That differentiates it from a lot of hosted VoIP services that run on third-party commercial platforms. ShoreTel Sky particularly targets mid-market companies that focus heavily on sales and services, which means companies whose employees spend a lot time on the phone. ziffdavis.com 2 of 15
3 The emphasis on these larger companies starts with functionality. ShoreTel Sky offers a full range of features and functions that can fill the needs of even large enterprises. It breaks them down into four categories, as follows: Core phone system: Provides basic functionality that lets companies work efficiently and present a professional image to callers. It includes things like: automated attendant; music on hold; extension dialing and call transfer; free internal calling, even to other offices and branches; and so-called find me/follow me, which allows calls to ring any phones or extensions, including mobile devices, specified by the user Unified communications: Adds a variety of more-sophisticated features beyond voice that improve internal communication among employees. Such features are particularly attractive in contact centers because they help agents communicate better with other employees, and thus deal more effectively with customers. But they are also useful whenever workers have intense and varied communication needs. They include instant messaging, video conferencing, mobile apps for smart phones, presence detection, collaboration tools such as screen and file sharing, and soft phones that allow calls from headset-equipped PCs Application integration: Gives employees, especially contact center agents, access to a rich set of information about customers and partners via interfaces to different kinds of automated systems and applications. These include CRM (customer relation management), ERP (enterprise resource planning) and applicant tracking software. It also provides integration with general business applications such as browsers and Microsoft Outlook, as well as any application or system that uses ShoreTel s APIs Contact center: Provides sophisticated enterprise-grade capabilities for answering, routing, queuing and otherwise dealing with customer calls with maximum effectiveness, as well as for overseeing and managing contact center employees and activities in considerable depth Another important ingredient in making ShoreTel Sky useful for larger companies is a range of software and devices by which employees can access the various capabilities. These include: Communicator software, a graphical onscreen dashboard that lets users handle many of the above functions by clicking or dragging and dropping. It provides a unified interface for instant messaging, one-to-one video calling, peer-to-peer voice communication, desktop sharing and file transfer. It also provides the soft phone functionality that lets users make calls from their headset-equipped PCs. It is available for Windows and Macintosh computers. A mobile application for iphones and some Android and BlackBerry devices. It provides smart-phone access to such functions as extension dialing to coworkers, presence-enabled directory access, visual voice mail, calendar integration and automated conference dialing. It lets incoming calls ring both desk and mobile phones, ziffdavis.com 3 of 15
4 and allows calls to be connected over either Wi-Fi or cellular wireless links based on factors including cost and quality of the connections. An ios device dock, a desk phone-like device with corded handset, keypad and speakerphone for iphones and ipads equipped with the mobile app. It allows employees to go fully mobile and use their ios devices as their only phones. A broad range of ShoreTel-branded IP desk phones to meet a variety of needs from basic one-line calling to multiple-line receptionist call handling. ShoreTel matches its enterprise-grade features with enterprise-grade connectivity. Cloud VoIP services catering to small companies typically transport calls to and from the customer s offices over the public Internet. ShoreTel, by contrast, uses private links. This eliminates one of the biggest concerns about hosted VoIP: call quality. It backs up its efforts with SLAs (servicelevel agreements) assuring performance. In cases where it does use public Internet transport, such as for small or home offices, ShoreTel defines these as off-net locations not subject to guarantees. In addition, some calls to and from devices using the mobile application travel over the public Internet, although as noted the app chooses between cellular and Internet/Wi-Fi connections based in part on quality. Another key way ShoreTel targets larger customers is by the level of service and support it offers. In fact, its marketing language describes its hosted product as managed service. In any case, it offers several levels of technical support and assistance according to customer needs and desires. These include: JumpStart, which provides help from ShoreTel support staff remotely. ExpertStart, which sends ShoreTel staff to the customer s site to help in getting the service up and running Professional Services, which provides customized help in configuration and installation for particularly complex deployments ShoreTel s financial reports illustrate the power of the trend towards larger organizations adopting cloud VoIP and UC. For example, the latest-quarter figures showed the company s cloud business to be one-third the size of its premises business, or roughly one-fourth of its total revenues. More important, cloud revenues increased 32 percent over the previous year, compared to only 7 percent for premises products and services. Installed cloud seats grew 44 percent in the same year. The average number of seats per customer was 43, compared to the under-20 figure of many providers that have been the face of the hosted VoIP business for a long time. And perhaps most telling of all, ShoreTel Sky customer companies pay an average of $35 per month per user. That is both economical for the companies involved and considerably higher than the fee that many hosted VoIP providers charge for basic service. ziffdavis.com 4 of 15
5 Jive Communications Jive Communications cloud VoIP service combines a powerful set of features with a simple approach to pricing. One of its most attractive selling points is that customers get some fairly robust call center functionality without having to pay a separate and higher call center price, as often happens. In fact, Jive provides most of its features for a flat rate per device. This simplified approach is particularly appealing for companies that don t want to wade through a confusing mass of marketing materials not to mention less-than-transparent pricing systems to get the communication capabilities they need. The main variable in Jive s pricing structure is that the flat rate differs according to the number of devices involved. Standard monthly prices for new customers range from $29.95 per device for organizations with from one to four users to $19.95 per device for installations of 50 to 100 users. For those sums, customers get an impressive array of features. Some are basic capabilities any business phone system should offer, including: Auto attendant, which answers calls and gives callers various choices to determine where their calls will be routed Custom greetings, messages and hold music Dial-by-name, which allows callers to reach employees listed in the company directory Web-based user and administrative portals, which let employees and their supervisors configure accounts and settings via Web browsers Also included are more-advanced features that many providers charge extra for, including: 10-way conference bridges Virtual faxing, which allows employees to send and receive faxes via and other methods without requiring a physical fax machine Call forwarding to different phones via so-called find me/follow me, so that employees can receive calls no matter where they are Some features included in the base prices may be useful for general users, but are especially important for employees who spend most of their time on the phone with customers, and thus serve as at least de facto call center agents These include: Call queues, which makes it possible to route incoming calls according to their purpose, intended recipients and other factors The ability to monitor (which Jive dubs eavesdropping ), whisper (to agents talking to customers) and barge (or join) calls. A visual dial plan editor, which lets managers set up sophisticated call routing by clicking, dragging and dropping graphical representations of various call-handling selections and actions ziffdavis.com 5 of 15
6 A number of heavy-duty dedicated call center functions also come included, such as: Agent login and logout Pre-call announcements Information about caller hold times Time-based routing to send calls to offices in different time zones based on when they come in The ability for callers to escape from call queues Wait time announcements for callers Comprehensive analytics capabilities, allowing representation of calling patterns based on geography; time, day and date; extensions selected; inbound or outbound numbers called; and numbers of calls or minutes, all graphically displayed via maps, tables, bar charts and pie charts. A handful of features and capabilities come at extra cost: Call recording requires signing up for external online storage from Amazon to store the audio files. The first 5GB is free, additional capacity requires payment. There are charges for international calling based on minutes. Calls to Canada, Puerto Rico, parts of Mexico, Guam, Spain, France, Germany and Hong Kong cost $0.03 per minute, while calls to other countries vary by destination. Local and toll-free numbers cost $1.75 per month per number, or $5 per month for customers on the one-to-four-user plan. Inbound toll-free calls run $0.019 per minute. It is possible to have a single number for all inbound and outbound calls, but to have inbound calls reach any employee directly (as opposed to being routed through the auto attendant) requires a number assigned to each such individual. Perhaps the most significant paid feature is the end-user software called Jive Mobility. This software amounts to a soft phone that is available for different devices including Windows and Macintosh computers, Android phones and tablets, iphones and ipads. A one-time payment of $20 allows a single user to install and use Mobility on up to five devices. The software provides access to multiple VoIP and related functions via a graphical interface, including the ability to: Click or tap (or use the onscreen dialpad) to call contacts in the corporate directory or elsewhere Click or tap to transfer calls Make or receive video calls Initiate or participate in voice conference calls ziffdavis.com 6 of 15
7 Another useful software download is Jive Desktop. Once installed, this software lets users click to call phone numbers displayed in Web browser windows or Outlook. Such calls first ring the user s phone, then dial the number being called. The other main cost is the purchase price of phones. Jive offers IP phones from Cisco, Panasonic and Polycom. These come in a range of prices: Basic phones run from $70 to $150 Executive phones range between $135 and $500 Conference phones cost from $380 to $840 Although such phones are commercially available elsewhere, when purchased through Jive they come preconfigured to work out of the box with the provider s service. Jive is particularly forthcoming with information about its services, making its prices and features easy to find through its website. For those needing a fairly basic configuration, there is thus no need to contact the provider for custom quotes. This again makes it easier for customers to make decisions about what cloud-based VoIP system is best for them. Fonality Fonality didn t start out as a cloud-based (hosted) VoIP provider. Rather, it was one of the more innovative pioneering vendors of business phone systems based on Asterisk open-source IP PBX software. Although originally it sold the systems in the form of appliances, its technical approach also happened to be particularly suitable for cloud deployment. Now it offers both cloud- and premises-based VoIP systems, as well as products that blur the lines between the two. As such, it brings the benefits of both types to small companies looking for businessclass phone systems. The most widely recognized benefit of the premises approach is that it lets customers retain physical control of such data as voice mail and call recordings. This may be necessary for security or regulatory compliance reasons. Another key benefit is that it lets companies continue using traditional telecom services for inbound and outbound calling, which they may prefer for reliability reasons. The best-known benefit of the cloud approach is that it eliminates the need for companies to buy, operate, maintain and update their phone systems. This means among other things that they don t have to spend money upfront on equipment purchase. All they need do is pay a monthly fee per user. Fonality offers both cloud/hosted and premises options. Hosted service starts at $30 per user per month, with phones included. But even its premises products attempt to offer some of the benefits of hosted service. For example, Fonality is pushing a premises option based on a so-called pay-as-you-go model. This lets customers pay a monthly fee starting at $25 per user, after a down payment of $125. As such, it combines the technical advantages of having the ziffdavis.com 7 of 15
8 equipment on premises with the financial advantage of not having to purchase the equipment. A one-time payment model that involves more-traditional upfront purchase of the premises equipment is also available. But the most interesting option is one that Fonality announced in September It lets customers with 25 users or more choose between cloud and premises deployment for a monthly per-user fee starting at $40 per month, with neither upfront payment or long-term contract required. Companies can thus select whichever type of system works best for them from a technical and performance standpoint, without having to worry about equipment purchase cost should they opt for a premises configuration. Premises systems feature two hardware configurations. The Dell Optiplex XE supports 50 users or 23 concurrent calls, while the Dell PowerEdge R320 and R620 are rack-mount servers that support up to 500 users or 100 concurrent calls. But even when systems are on customers premises, Fonality s innovative architecture means the administrative software remains at the providers data center, accessible via a Web portal, rather than on the premises server. Thus customers tech staffers don t have to be on-site, or deal with issues such as opening firewall ports, in order to manage and administer their systems. Fonality offers a broad array of features that it divides into three main categories. The Business Phone category includes basic yet powerful functions available to all users. One of these is so-called find me/follow me capability, which allows incoming calls to ring different phones including desk and mobile devices in order or in sequence according to user-specified rules. Another is visual voice mail, which includes the ability to access voice messages via Microsoft Outlook and Gmail. A second category dubbed Collaboration integrates features such as screen sharing, audio conferencing, paging and text chat. While such capabilities can be convenient to many types of employees, they are particularly useful for call center agents. As such, they illustrate how hosted VoIP providers are responding to the growing recognition that when even the smallest companies have employees who spend most of their time talking to customers on the phone, they have de facto call centers. Fonality also, however, has a separate Contact Center category. This provides such high-end functions as the ability to create unlimited queues; real-time monitoring of queues; skills-based routing; sophisticated agent and queue reporting; call recording; as well as the staple call center supervisory functions of monitoring, whispering and barging. Most features in the different categories are accessible through what Fonality calls its Heads Up Display, or HUD, application. This is a graphical onscreen dashboard that lets employees do things like see the availability of other users; access voice mail messages with a single click; and transfer calls by dragging and dropping. It also lets contact center managers visually monitor agents and queues, and perform the various supervisory functions by clicking, dragging and dropping. ziffdavis.com 8 of 15
9 Fonality also provides mobile integration, a key ingredient of so-called unified communications, or UC. Employees can have calls forwarded to their mobile phones, and make calls from those phones, as if they were using their office phones. They can also send SMS text messages from the HUD desktop app. HUD mobile apps are available for iphone and Android devices. Fonality doesn t offer such UC components as video conferencing or some of the more sophisticated types of online meeting tools. It does, however, provide integration with CRM systems such as Salesforce.com, NetSuite and SugarCRM. Cbeyond Cbeyond offers a solid set of cloud VoIP services for small businesses. It is a particularly good fit for companies whose employees spend a lot of their time out of the office. Cbeyond also sells a number of other computing and communication services besides cloud VoIP. Many of these services enhance, supplement or even provide alternatives to its cloud VoIP service. Cbeyond calls its cloud VoIP product TotalCloud Phone System, or TCPS. It is part of a suite of TotalCloud products that also include cloud computing, managed hosting and cloud migration services. TCPS offers three seat levels: Professional seats provide the basic phone functions any employee needs. These include individual extensions or numbers; voice mail; extension-to-extension dialing and transfer; call waiting and call forwarding. Professional seats also let users manage their settings online. And they come with the basic call-handling functionality that any company needs. For example, an auto attendant answers and greets incoming calls, giving callers a range of choices to determine which employee, department, extension or voice mailbox their call will be routed to. Receptionist seats permit the online monitoring of the call states of up to 30 employee lines, or up to 200 lines with an optional add-on. They also provide online call-handling capabilities, such as drag-and-drop transfers, via a Web-based interface. Executive seats make it easy for employees to use the office phone system when they are out of the office. A key element in making this possible is the Cbeyond Communicator. This software app for Android, iphone, Macintosh and Windows devices makes the full functions of the office system available to users through graphical interfaces. Executive users can also have incoming calls ring up to 10 phones simultaneously, or ring different phones in sequence. And click-to-call functionality lets them make outgoing calls from different phones as if they were calling from their office numbers. On the other hand, Cbeyond doesn t target customers that need heavy-duty call center capabilities. Specifically, it doesn t offer the kind of functionality that organizations with a lot of employees spending most of their time on the phone with customers need. Such companies are in reality running call centers, whether they call them that or not. And they can benefit from ziffdavis.com 9 of 15
10 the ability for supervisors to do things like listen in on agent calls in real time; monitor and adjust queues; and obtain detailed information about the performance of agents individually and the call center as a whole. They can also benefit from various features that make agents more productive. While TCPS doesn t include such call center-specific functions, Cbeyond does offer a number of VoIP-related services that many companies may find useful, including: Virtual Receptionist, which provides a way for companies to receive incoming calls and forward them to different phones. As with the cloud VoIP auto attendant, it provides greetings and lets callers choose from various options in order to have their calls reach the appropriate employees or departments. Mobile service, which Cbeyond offers as an alternative to traditional mobile carriers such as AT&T and Verizon. It comes with business-oriented voice and data plans, and lets companies get their wireline and mobile phone service from the same provider. Mobile Workforce Manager, a Web-based app that tracks employee locations, automates the collection of timecards and data, tracks driver speeds and generally makes supervising mobile workers easier and more effective. It works with various iphones and Android devices that Cbeyond offers with its mobile service. TotalVoice local voice service, which provides local and long-distance calling services as an alternative to the offerings of traditional telecom carriers or cloud VoIP providers. Audio and Web conferencing, which let conference participants communicate by voice; desktop and slide sharing; text chat/messaging and other means. Internet connectivity featuring symmetric broadband, which delivers equal speeds upstream and downstream and is preferable to asymmetric service for two-way voice communication. Cbeyond s network also incorporates MPLS (multi-protocol labeling system) technology that prioritizes real-time traffic like voice. Thus buying both voice and IP connectivity services from the same provider can improve the quality and reliability of voice calls. There may also be more general advantages in buying VoIP services from a multi-services provider like Cbeyond. Other Cbeyond businesses include the previously mentioned cloud hosting; IT services and management; and even Web hosting and design. As such, it has considerable expertise in networking, hosting, data center and related issues, and runs a carrier-quality IP network. This should offer reassurance for small companies that might hesitate to go with a cloud VoIP provider with expertise in only IP telephony. SimpleSignal SimpleSignal offers a set of cloud VoIP and related communication products suitable for ziffdavis.com 10 of 15
11 smaller businesses. They start with a basic VoIP offering the company describes as hosted PBX. They also include a more extensive collection of features it calls hosted enterprise unified communications. SimpleSignal packages these functions in several ways. It also provides several ways to access and otherwise use the various capabilities. It has no specific call center product, though it offers a number of features that would be useful for employees who spend most of their time on the phone with customers. SimpleSignal calls its hosted VoIP offering SimpleVoIP. The product is a straightforward yet powerful cloud-based business phone system based on the BroadSoft platform. It comes in three varieties: Dialtone offers basic functions such as the ability to make and receive calls, extension dialing, call forwarding and call waiting Standard adds such features as three-way calling, call hold and transfer, speed dial and call return Premium includes a substantial set of additional capabilities including visual voice mail, simultaneous and sequential ringing on different devices, various call-control methods, 14-way conferencing, call notification via screen pops, dialing via a Web portal, Outlook integration and many others SimpleVoIP includes some elements that technically fall in the unified communications category, including voice-to-text, fax-to- and basic mobile integration. But in any case, its main focus remains on voice communication. SimpleSignal s Enterprise Unified Communications offering, which it describes as IP voice and collaboration, adds a significantly broader set of capabilities. One major addition is video communication. There is also more-extensive mobile integration, as well as business SMS texting. In addition, there are a number of functions that can be, as previously noted, highly useful to employees who spend a lot of time on the phone talking to customers. Such employees serve as de facto call center agents, whether or not their companies describe them as such. These functions include presence detection, intra-company instant messaging, and notably broad integration with customer relations management (CRM) applications. The video communication capability comes in two forms. Point-to-point video calling is available at no extra charge. More elaborate is the SimpleMeetup Video hosted multiparty video conferencing service. Based on a Polycom HD video conferencing platform, it allows meetings of from two to 100 participants. Service plans range from $199 per month for five participants per meeting to $699 for 25 participants, with special volume pricing for larger meetings. The service includes support for telepresence, or room-based video meeting systems. The SimpleMeetup product, incidentally, is about more than video conferencing. SimpleMeetup Audio provides voice conferencing for under $30 per month, while SimpleMeetup Desktop provides integrated video and Web online meeting capability. ziffdavis.com 11 of 15
12 SimpleMeetup services are available to companies that are not SimpleSignal hosted VoIP customers. SimpleSignal Anywhere describes the basic mobile integration capability the provider offers. The term refers to users ability to extend calling beyond the office. Its basic function is to let them make and receive business calls anywhere on any device. Incoming calls to a number or extension can ring on as many as eight devices. This function includes the ability to swap calls, or seamlessly transfer them between office and mobile phones. Users can also access various features and functions of the office phone system, from conferencing to extension dialing and transferring to call recording, from different phones. SimpleSignal Mobility provides a more-complex form of mobile integration. It lets employees use the various voice capabilities from a variety of devices, including both PCs and smart phones. It also lets them access various unified communication functions from different devices. Accessing given features through different devices may require different methods. A key method for taking advantage of mobile integration is MobileLink, an app that runs on Android or ios smart phones. It provides touch-screen access to various calling and other functions, including directory access and call history. MobileLink requires a Premium seat and Mobility license. There are also different ways to access various voice and unified communications capabilities from PCs. One is the Unity Desktop app for Windows. It provides such features as instant messaging, presence detection, click to dial or transfer calls and directory access. Premium users can also access various features through a Web portal. And there is a desktop toolbar for Windows and Macintosh computers which provides access to call handling and other functions. Because it is based on Adobe Air technology, it doesn t require browser access. The different products and services work through various types of end points. To start with, SimpleSignal sells a range of preconfigured Polycom IP phones. These include desk phones with the capacity to handle as many as six lines, as well as conferencing phones. There is also an option to lease rather than buy phones. The provider says the one-to-one video calling feature works with a variety of devices, including Polycom s VVX 1500, any SIP or H.323 video phone, different soft phones and ios or Android mobile devices. The multiparty video conferencing service is compatible with Polycom, ios and Android end-user devices, as well as with Cisco, LifeSize and Tandberg systems. As noted, integration with CRM applications is particularly extensive. It provides functions including screen pops on inbound and outbound calls, click-to-call and access to customer records for such applications as ACT!, Lotus Notes, Microsoft Access, Microsoft Dynamics, NetSuite, Sage, Salesforce, SugarCRM and ZoHo. ziffdavis.com 12 of 15
13 Vocalocity Like many if not most other cloud/hosted VoIP companies, Vocalocity boasts that it brings enterprise-grade business phone system features and flexibility to small-business VoIP. Founded in 2006 and acquired by consumer VoIP pioneer Vonage in late 2013, Vocalocity does in fact offer the kinds of features small companies need in order to go head-to-head with competitors of any size. But the flexibility part may prove even more important, because it lets small businesses use the various features and functions in ways that best fit their real-world circumstances. The flexibility starts with pricing. Vocalocity offers three basic types of extensions. Unlimited extensions, at $39.99 per month, allow any amount of outbound calling to the U.S. and Canada, with overseas calling extra. Metered extensions cost $14.99 per month plus $0.03 per minute of calling. Virtual extensions, also $14.99 per month, are not assigned to any specific phone. Instead, their users can have incoming calls forwarded to any phones they want. This typically means mobile phones, which makes this particularly useful for employees who are out of the office most of the time. The minimum configuration Vocalocity offers is one unlimited extension, along with one phone number at an additional $9.99 per month. After that, customers can mix and match any type and number of extensions. This lets them pay less to connect phones that are used infrequently or for mostly internal calls. Another source of flexibility is that instead of selling two or three fixed packages of features, Vocalocity includes a lot of features with the price of extensions, and then sells others á la carte. The included features provide many of the capabilities companies need in order to communicate professionally and efficiently, such as: Various call screening, forwarding, transferring, hold, waiting, do-not-disturb and similar functions Voice mail, voic -to- , and unified inbox ( , voice mail, fax) Online/onscreen call handling and access to call logs, extension status etc. Integration with Microsoft Outlook, which among other things lets users access callers contact and other information before and during a call The features that Vocalocity sells á la carte, with individual per-month price tags, include a lot of functions that are essential to contact centers, such as: Call groups, allowing forwarding of calls to multiple extensions, for $4.99 Call queues ($14.99) Call monitoring, giving supervisors the ability to listen in on employees calls ($49.99) Company-wide call recording for up to 500 hours of recording ($49.99) On-demand call recording ($4.99 per extension) ziffdavis.com 13 of 15
14 Toll-free numbers ($39.99) There are also a number of á la carte features available that are useful for non-contact center workers as well, including: Conference bridge for calls with up to 30 participants ($14.99) Virtual mailboxes, which let employees check messages without need for calls to ring phones beforehand ($4.99 per mailbox) Automated voice mail transcription ($4.99 per extension) Paperless fax ($14.99) Another source of flexibility is the variety of ways Vocalocity provides for users to receive or make calls. For one thing, they can assign up to three phones, such as home or office desk phones, mobile devices and soft phones, to a single extension. Then they can redirect incoming calls to different phones in a variety of ways. They can have all calls forwarded to a single phone when desired; use so-called follow me to have different phones ring in sequence; or have them all ring simultaneously They can also assign any of their company s registered numbers as the caller ID of their outgoing calls. And they can initiate calls in various ways besides pressing keys, such as by clicking on a name or number in the Web dashboard or desktop app, or by using the mobile apps, all of which are described below. There is also downloadable Click-to-Dial software for Windows that lets them make calls by clicking on phone numbers in Outlook or in any Web browser. Mobile access is itself flexible. Even without a smart phone, users can receive calls on their mobile devices by having the calls transferred to them in one of the ways described above. They can also transfer calls back from their mobile to their desk phones mid-call. The mobile apps, for Android and iphone, add even more capabilities. For example, they let employees use various features of the office phone system, including accessing the corporate directory, checking call logs, checking voice mail and changing forwarding settings. The apps also incorporate soft phones that allow VoIP calls over Wi-Fi or cellular data links, letting employees avoid using cellular voice minutes. Wi-Fi calling in particular could be a big money-saver when roaming overseas. Either way, the calls outbound caller ID will be the user s business number, rather than their mobile number. The Web dashboard and the downloadable desktop app for Windows and Mac add yet more flexibility. As noted above, both let users make calls by clicking on names or numbers, and perform various other actions such as forwarding or recording calls or putting them on hold, through onscreen interfaces. They also let users and supervisors view and manage various aspects of the accounts involved, including monitoring queues and changing or managing settings. The desktop app also generates screen pops for incoming and outgoing calls. And it provides additional call center capabilities such as the ability to monitor, whisper and barge calls. ziffdavis.com 14 of 15
15 Plug-ins for the desktop app considerably increase its capabilities, particularly in providing real-time information about callers. As such, they represent a key method by which Vocalocity delivers its most powerful contact center functionality. Some plug-ins are free, others cost money. Free ones provide access to such information, applications and services as Bing search, call history, caller location, Google Contacts, Google Search, Microsoft Outlook and LinkedIn. Other plug-ins involve minimal monthly fees per extension, including those providing integration with Method CRM ($2.99), Microsoft Dynamics ($2.99), QuickBooks ($4.99), Salesforce.com ($2.99) and SugarCRM ($2.99). Vocalocity sells a range of equipment and software to meet various needs. These include phones from Cisco, Panasonic, Polycom and Yealink; soft phones from CounterPath; and routers from Netgear. ziffdavis.com 15 of 15
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