Over the weekend and continuing through today, Monday, August 3rd, we have had a handful of customers notifying us of calls to individual Polycom phones on their network originating from Extension 1101. These calls are being placed by phantom dialers on the Internet. They are sending out INVITE packets to IP addresses, hoping to find an exposed PBX or phone they can exploit. This is defined as Spam over Internet Telephony (SPIT).
Posted by Nicole at 06:01 PM EDT
Posted by Kevin Bartley at 12:32 PM EDT
If you've just begun researching phone solutions for your business, you may have come across the acronymPBX, which stands for Private Branch Exchange. Wondering what it means? We're here to help.
PBX is simply a term meaning business-grade phone system. Business phone systems offer key voice features that companies need to run daily operations. Such features include: extension dialing, business hour settings to route calls off hours, customer waiting queues, music on hold, and call conferencing. Residential telephone lines and cell phone services do not offer these features, which, in short, connect people at work.
Posted by Kevin Bartley at 12:37 PM EDT
This new feature gives customers the ability to have periodic queue activity summaries sent directly to inboxes of your choosing. Scheduling these reports for specified recipients is a convenient way to keep track of queue performance data- not to mention saving you time in the process.
Posted by Kevin Bartley at 02:58 PM EDT
OnSIP CEO Mike Oeth continues to answer at least one support call per day to stay in touch with what our customers think
Our Customer Success Team's performance metrics continued to impress last month according to Zendesk:
- Average first reply time dropped from 2.1 hours to 1 hour
- Customer satisfaction rate increased from 98.6% to 98.8%
- One-touch resolution jumped from 32.7% to 33.5%
Customer satisfaction is important. Poor customer service costs American companies about $41 billion per year in lost revenue. On the other hand, 69% of Americans would recommend a company to a friend after a positive customer experience.
Posted by Kevin Bartley at 03:22 PM EDT
Are you considering new business VoIP phones for your office? If so, you're in the right place. Below is a list of 50 feature-rich and cost effective options available for businesses in 2015.
Please note that you should check with your phone system provider on compatibility before buying.
If you'd like some in-depth information on phones that are compatible with OnSIP and have been tested for quality, check out our VoIP Phone Reviews!
Grandstream GXP1610 Beta – $45
Great budget phone with impressive audio quality.
Posted by Kevin Bartley at 02:27 PM EDT
According to a study by CNN, 70 percent of callers who are on hold in silence hang up within 60 seconds. Of them, 35 percent won't call back.
Silence, it seems, is deadly when it comes to sales and support calls.
That's why we're happy to announce that you can now use MP3s and other external files to power your Music On Hold streams. We want to give you a variety of options to keep your callers entertained as they patiently wait for service.
Posted by Kevin Bartley at 03:23 PM EDT
Switching over to VoIP services can be a daunting task for small businesses that do not have the time or resources that larger organizations have. There are a few things to keep in mind when shopping for a new VoIP service – whether your business is looking to upgrade from an analog system or to replace your current provider.
Posted by Kevin Bartley at 09:57 AM EDT
15 percent of callers are likely to hang up after waiting 40 seconds on hold, according to a recent industry study. And when you consider that 7 out of 10 callers are placed on hold when they call a business, you might wonder— what can businesses do to improve the on hold experience?
We thought, why not entertain your callers— with YouTube videos?
Posted by Kevin Bartley at 03:31 PM EDT
According to the Harvard Business Review, up to 79% of employees work in geographically dispersed groups. Effective management of remote employees is critical for the success of your team, but it turns out that off-site workers need to be managed much like your onsite team. It's only the means of integrating them into the office that differs.
Here are four tips highlighting the most important aspects of managing your remote team members.
Posted by Kevin Bartley at 09:10 AM EDT
On Monday night, our Customer Success team took home the Bronze Stevie Award at the American Business Awards Ceremony for the Customer Service Team of the Year - Computer Software category. Larry Browne, our Director of Customer Success, was on hand at the Fairmont Millennium Park Hotel in Chicago to receive the award.
“Creating relationships with customers is every bit as important as working with them to solve their issues,” said Larry. “We build trust with customers. They know when they call, they’re going to get the answer they need, and we work to make it as pleasant an experience as possible. Many customers are surprised the first time they call that we answer so quickly and think we have a much larger team. I love talking with people and assisting them with their issues— big or small. Every day is a series of new challenges.”