Innovation dictionary - Cloud VoIP business telephony

Auto provisioning

of VoIP devices means that they are configured remotely and automatically when connected to the power supply and LAN network based on predefined settings.

Launching telephony in a far location does not require a visit, only a courier courier package with desk or DECT telephones.

BLF (busy line field)

BLF (busy line field)

busy lights is a "status" function that shows the telephone status of every employee in the company (available, busy, turned off the phone), usually in the form of colored lights on the phone or in a mobile application or softphone.

BLF helps to avoid catching a colleague many times - just wait.

Call-tracking

the advanced variation of call statistics, consisting in assigning different phone numbers to different campaigns or sales channels and then monitoring and comparing the effectiveness of the campaign.

Company Phone Book

the database of important telephone numbers shared by the entire company (and its branches). We know who is calling us and we do not have to remember the phone numbers of our business partners

CTI (computer-telephony integration)

the possibility to dial telephone connections by clicking on the PC screen, which facilitates and speeds up the work of telephone agents. At the same time, incoming connections can automatically call the client card from CRM or another application.

eFax

newer version of the fax service transferred to the world of IP, where faxes are sending from the computer and receiving as e-mail.

IVR (interactive voice response)

the possibility to dial telephone connections by clicking on the PC screen, which facilitates and speeds up the work of telephone agents. At the same time, incoming connections can automatically call the client card from CRM or another application.

Queue

the function necessary in every customer service office, customers do not hear the busy signal, but information about the place on the waiting list for a call.

Talk channel limit

is a technical or licensing restriction on the number of simultaneous phone calls in the company, known from analog and ISDN systems.

Real Cloud systems simply don't have it.

List of missed calls

the function of call statistics informing employees about all calls missed or lost by agents. We do not lose new customers interested in our offer when we call back efficiently.

Multi-cell DECT

the wireless business telephony system used in industrial plants, warehouses and everywhere where employees move in a large area and do not want to rely only on mobile phones.

Call recording

the cloud-based voice registration function to ensure the security of business transactions and the quality of customer service.

It is important that the recordings are securely stored and that the customer is informed about the recording. The recordings also are used in trainings of tele-center agents.

Call statistics

the advanced feature of telephone systems enabling tracking of current and historical data regarding calls made or received by company employees.

Necessary to analyze the way agents work, ensure the quality of customer service and monitor the effects of marketing activities. See call tracking.

Teleconference bridge

the system service allows simultaneous conversation of many people who have called a special, dedicated phone number and provided with appropriate PIN. The conference call administrator supervises conference call in the www panel with possibility to invite or exclude participants.

During a conference call you will need ...

... a Teleconference phone


called jellyfish. This is device with omnidirectional microphones, good speakers and noise reduction, which helps facilitates telephone conversations in a larger group, e.g. in a conference room.


Receptionist phone

device with many BLF lamps, which helps in convenient transfer of received calls to the right person

Text-to-speech

TTS - the ability to remotely change the voice announcements of the telephone system, even by typing them on your smartphone.


Wallboard

the digital information board (usually on a large screen) illustrating the current status of the company's contact center: the number of conversations, the number of active agents, the waiting time of clients in the queue.

Helps to provide high quality customer service.

Voice announcements

these are recordings that the customer hears when calling the company, in greeting or after selecting the IVR menu option. They are prepared as wav or mp3 files, recording voice or computer-generated as text-to-speech.

Clock

the time control function that controls the flow of connections.

will hear different information after company's business hours and on holidays and weekends.

Contact us

to learn, how telephony innovations can support your business

+48 22 246 40 90

sales@biznesinnovation.com

Any questions? We will call you back!

We process personal data in accordance with the Business Innovation Privacy Policy.Please send any questions in this regard to privacy@biznesinnovation.com