The Zero Refresh Cycle – The Unique Differentiator of Hosted PBX For Which There Is No Defense

It’s no secret that premise-based telephone systems and PBXs are going away. Even so, old habits die hard and it can still be a challenge to get some corporate types and business owners to give up on their old phone systems and make the leap to a hosted solution. Up selling the zero refresh cycle of a hosted PBX may be key to closing the deal.

There are many reasons why they stick with aging systems. They don’t want to risk any interruption in their business operations that may come with new technology deployment. They have capital budget, so they would rather use it to make incremental changes, expansions, and upgrades to the existing system. It could just be a case of “better the devil you know then the one you don’t”

Convince these laggards that the time to change is now.

In the 1984 movie “The Karate Kid” Mr. Miagi is seen performing a martial art move called “The Crane Technique.” Daniel asks, “Does it Work?” Miagi replies, “If Do Right, No Can Defense.”

The Crane Technique For Selling Hosted PBX

When presented properly, I believe that the Zero Refresh Cycle argument may be “The Crane Technique” of closing a deal for a hosted PBX. One thing any company cannot allow to happen is to be left behind technologically. In the past most phone systems were kept in service at least 10 years. How do you move someone who is planning to purchase premise based to a hosted solution. Remind them what did not existing 10 years ago when they purchased their current PBX: Smart Phones, Google Maps, Chat Bots, Cloud Storage, WebRTC, and more are all technologies that a PBX/Communications System should integrate with in order to smooth communications and provide outstanding customer service. We can’t even imagine the technology that our PBX/Communications system may have to integrate with in the next 10 years.

To be left behind technologically is to risk being put out of business.

Perhaps this is the most compelling reason for moving to a hosted solution. The hosted provider must make sure that the platform always has the most up-to-date and integrated feature set. That way, letting left behind technologically becomes a non-issue for the businesses that utilize the service. As a result, your clients can stay focused on their core business. They never need to worry about what technology their competitors are using that can put them out of business.

PS: There is no good word in the English language that means “For Which There Is No Defense”

New Research Shows the Inevitability of Cloud in Contact Centers with Three Quarters of Companies Having Adopted or Planning to Adopt Cloud-based Systems | Telecom Reseller

The research in the article below really shows that the transition of the contact center from premise-based solutions to cloud-based solutions has left the “Early Adopter” stage and is well into the “Early Majority” stage.

Here is what I see as the big take-away from the research:

Three quarters of companies have recognized the value of the cloud, with 25 percent of contact centers having fully deployed cloud today and another 28 percent partially transitioned — either migrated some functionality or moved a subset of their agents to the cloud. In addition, 21 percent have plans to migrate within the next year

It is now a given that a cloud-based solution or Contact Center as a Service (CCaaS) delivers Business Continuity, Scalability, and Cost Savings, along with the concept of work-from-anywhere agents built into the core of the system.

This transition affects small call centers as well as centers with hundreds of agents.  In the same way that small companies now expect that their Hosted PBX have all the features that in the past were only available to enterprise systems,  small companies with only a few agents now want the same features that large enterprises have as part their systems.  The best way to satisfy these customers will be through Contact Center as a Service (CCaaS).

For white label providers of communications service, adding CCaaS to their offering will be a key driver for capturing these small customers who want big features at a cost they can afford.

New Research Shows the Inevitability of Cloud in Contact Centers with Three Quarters of Companies Having Adopted or Planning to Adopt Cloud-based Systems | Telecom Reseller.

September WebCentrex System Upgrade

As a white label hosted PBX platform operator, the SkySwitch mission is to provide our Resellers with service that will optimize their chances for success.  Among other things, realizing this mission means that we must deliver an end-user experience that meets the demands of the market.  This is a constantly moving target in the  dynamic and constantly evolving unified communications and collaboration industry.

To address this need, we strive to upgrade our systems regularly in order to support the most up to date features available.  Accordingly, September brought another system upgrade to our user base.  Although every new version includes hundreds of improvements, here are several of the more notable enhancements.

Delayed Simultaneous Ringing (Sim Ring) – Sim Ringing is a useful call handling technique where multiple phones ring simultaneously, improving the chances of a quick pick up. The Sim Ring feature allows for a delay, in seconds, prior to adding the next set of phones to be rung. The delay can be specified separately for each phone and the number of phones and layers are virtually unlimited.
Contact Center Management –  WebContact, the Contact Center Screen Shot 2014-09-27 at 12.15.47 PMfunctionality suite within WebCentrex, now offers more reporting and a new heads up statistics grid.  You may now generate reports showing metrics on Queue Statistics, Agent Performance, Agent Availability, Called Numbers and Abandoned Calls.  The metrics available include Call Volume, Calls Handled, Calls Offered, Calls Transferred, Calls Sent to Voicemail, Average Talk Time, Average Hold Time, Abandoned Calls, Average Handle Time, and Service Level.

Call Queue Enhancements – The latest release improves the ability to manage high traffic call flows. When all lines are in use for the company or group, you can place the caller in queue until the next available agent is free instead of having the caller listen to a busy signal or sending them to voice mail. While in a queue, callers can hear music on hold or custom company announcements.

New Queue Types – There are now five types of call queues: Round-robin (routes callers to the available agent that has been idle longest); Ring All (routes callers to all available agents at the same time); Linear Hunt (routes to agents in a pre-defined order, also known as skills-based routing); Linear Cascade (routes callers to groups of agents in a predefined order), and; Call Park (places the caller on hold until an agent retrieves them).

Announce to Agent – This feature assists Queue Agents in preparing for and effectively handling calls by providing the Queue Agents an additional level knowledge about the call, prior to actually answering the call. It allows the system to play a message prior to the Queue dispatching the call to the Agent, and the Agent accepting a call.

Music on Hold Management – Music on hold (MOH)for call queues, that is music or messages that are played while a caller is in a queue waiting for their call to be dispatched), can now be managed directly from the call queue configuration page, by way of a pop up box.

In fact, one of the most compelling aspects of the SkySwitch business model is that, as a white label Reseller of our services, you get access to the latest and greatest features with each new upgrade of our system.  That means your platform is continuously improving, and you don’t have to do a thing.