Posts Tagged ‘voice over ip’

Customizing Your Voice over IP Telephone System and Change Mangement

Customizing Your Voice over IP Telephone System and Change Mangement

A Maze: Customizing Your Voice over IP Telephone System

We are often faced with the single biggest issue surrounding most technological implementations – change management. Too often we personalize our telephone system experience as though it were like driving a car. You get used to how the gear shift works, where it is located – if it is automatic or manual. When we buy a new car sometimes these things change – but overall the car will still take you from point A to point B.

Managing expectations is the most difficult part of change management. All too often people assume all systems are the same – when in fact each has taken a different development path exclusive to that system. But the question then becomes – do we customize a system to be like what we know (move the gear shift from the steering wheel to the center console) or do we adjust our operations to take advantage of these new ways of doing business?

Each organization has to answer that question for itself. Each answer comes with pro’s and con’s. No single answer exists but suffice it to say – ignoring why a system has chosen to work as it has should not be an option.

Often times we see how Viper differs from our competition and as a result a decision point is arrived at. Is the feature perceived better, same or even worse that the existing system? Yes – sometimes it can be perceived worse – any vendor who believes their system is ONLY better has some swamp land to sell you as well! However, if you do not ask “why?” it works as it does – are you just customizing for the sake of it? Systems involve process – process involves change and improvement – or you may be stagnating and watching the competition from the back seat.

In the end it is the ability of the vendor to work with you, accommodate your specific needs, and do this reasonably both in time and money. Viper can and has done both. Not all needs are identical, not all call centers are identical, but how we respond is the key.

Some feel that a call center is a sanctuary where all calls come and go from a queue and representatives remain focused on taking calls only. Some feel that when not on a call center call, the representative should be able to make other calls – which is the right answer. Both. Viper has recently added this feature because our clients needed the ability to decide for themselves.

Viper is the single most flexible Voice over IP telephone system delivering large scale customizations in weeks – not years. We know it is not easy to change – and sometimes we believe your needs are something that should be in our future features. With Viper you can be rest assured that as we improve our product – you will never be out dated or left to repurchase your system simply because your needs change. Enjoy being future proofed!

Viper Call Accounting Solutions – tracking costly and fraudulent calls!

tracking costly and fraudulent calls

Call Accounting - tracking costly and fraudulent calls

Whether you run a call center or not, tracking costly and fraudulent calls, tracking time spent with your customers or internal calls can be tricky. Viper VoIP (www.vipervoip.com) has integrated a sophisticated Call Accounting system that provides full visibility to every call made.

1. Charging for Services: Today more than ever it is important that you capture the costs associated with servicing your customers. For many organizations it is possible to charge for these services. Keeping track in an efficient way becomes overwhelming if these tools are not readily available.

Viper of course makes it easy – simple reporting, simple tracking and accuracy. Even if you do not charge for these services – wouldn’t it help to demonstrate to your customers how much you do for them? “We give our customer’s white glove service – spending on average xxx hours a month answering your questions and supporting your operations!” Think about the value of knowing this information – with a click of a mouse!

2. Costly Calling: If you have anyone in your employ that might be abusing your systems, or even just behaving frivolously in making calls, Call Accounting can inform  you of that situation. For instance if you see large international dialing from someone who would have no need - nip it in the bud and have documentation to back it up. Remember though on Viper – chances are those calls are not costing as much as they would with analog systems!

Someone may simply be spending far too much time on a given customer or vendor and you would like to ensure that the time is not only accounted for but possibly billed back to either an internal department or the customer themselves.

Overall ViperVoIP makes shared services and call accounting quick and easy. No more license fees that drive out the ROI of call accounting in the first place – we make it simple, cost effective and easy to monitor and charge back no matter what your industry!