Businesses are sold VOIP technology based on cost savings and ROI without being told the entire truth about the quality and limitations of service. Often, our customers make the switch without consulting us. And then they call wanting to know why their music doesn’t sound as good as it did before, why their message starts from the beginning every time a customer is put on hold, and why their new system limits them to one stream of audio for all locations.
What at first seemed like a great idea has become an on-hold nightmare. And often, the one who recommended the new technology now has management breathing down his or her neck to fix the problems. The old phone lines have been cancelled, the investment in VOIP technology has been made and there’s no turning back. But what can be done now?
Although it’s better if to seek help before you purchase and install your VOIP system, a trained telephonic expert can still assist in solving problems after the fact to correct certain issues.
In situations where initial planning to move to VOIP has begun, but has not yet transpired, a consultation can determine your current use of audio branding and your target objectives moving forward.
Unfortunately, the objectives of the marketing team are not always the primary focus of the IT Team. Most businesses assume that the telephone system will naturally accommodate the needs of marketing; however, the current trend with phone manufacturers indicates a very different focus.
Experienced consultants ask targeted technological questions designed to help unearth any potential branding and technological problems that may arise in the transition and afterward. They assist the client in creating an audio branding workflow and bridge the communication gap between the “techies” and marketing..
Delivering a quality audio brand with today’s VOIP platforms often requires strategic data structures and hardware add-ons. Most “built-in” options just won’t fit the bill. A company experienced in overcoming VOIP-related shortcomings can take your system and make it worrk for you rather than against you.
If you have already purchased your VOIP system and your marketing team has been tasked with figuring out how to make the audio branding efforts a success, a consultant can work with you to understand your branding objectives and determine where the new VOIP platform falls short. The consultant can then develop a plan to achieve your objectives. Solutions can range from simple audio format tweaks to hardware upgrades to ‘run-arounds’.
Here’s how an experienced consulting company can help solve the most common problems associated with VOIP:
Making music sound good over VOIP can be a challenge. The primary benefit VOIP providers use to sell their services is the cost savings achieved by providing voice services over data. The caveat is that the data connections are generally better suited for voice and NOT music.
A knowledgeable expert will have studied the various audio compression CODECS and have developed specific approaches to editing source audio that maximizes the audio quality for less- than-optimal VOIP data structures. The consultant will then work with the client to design a solution that ensures audio quality is the best possible.
Many VOIP platforms are designed with limited on hold playback functions. This means that htese platforms play the message from the beginning every time a customer call is picked up and placed back on hold. You can imagine how annoying this would be. Plus, the business doesn’t get the benefit of communicating the entire range of on hold messages.
Experienced technicians have learned how to circumvent this. In fact, our technology team has developed a streaming solution seamlessly integrates with these VOIP systems offering a “looped” playback function. This eliminates the “start from the beginning” option and delivers a more enjoyable on hold experience.
Another feature touted by VOIP sales forces is that of giving the client the ability to manage the on hold messaging system. This becomes especially difficult for businesses with multiple sites, requiring the technician to log on to each site and manage each one individually. With the proper planning and system design, a telephonics company can make all of this happen with the push of a few buttons.
Some of the most common complaints about VOIP concern the use of audio branding elements.
If you have multiple messages you want communicated, but only have access to a single audio stream, you’re stuck. There are companies who have developed a streaming audio solution that easily addresses this.
If you’re less than satisfied with your new VOIP system, don’t settle for less. If you’re experiencing disappointments such as poor on hold music quality, an incomplete message cycle, off-site file management challenges or you’re limited to a single audio stream, solutions for your challenges are only a phone call away.