Automation is key to driving productivity and revenue growth in a competitive business world. It frees employees from mundane, repetitive tasks, so they can focus on more strategic and value-added activities.
Intelligent automationisn’t just a trend; it’s a strategic investment. Studies show significant cost savings (with some exceeding $100 million!), but the benefits go beyond the bottom line.
Automation has come a long way from basic scripts and timers. Remember those clunky chatbots or frustrating automated phone menus? Those were early examples of automation.
Today, we’re talking about intelligent automation, powered by technologies like artificial intelligence (AI) and machine learning (ML). This new generation of automation can handle complex tasks, analyze data, and even make intelligent decisions.
Before diving headfirst into automation, let’s talk about getting started on the right foot. Here’s a step-by-step guide to ensure a smooth and successful automation journey for your business:
How To Automate Tasks: 5 Key Strategies
1. Analyze your processes
The first step is to take a good look at how things are currently done in your organization. Let’s call it a deep dive into your workflows.
We’re looking to pinpoint areas that are ripe for automation. Are there tasks that are repetitive, rule-based, and well-defined? These are prime candidates to be automated.
For instance, data entry, form filling, oremail sends can all be automated, freeing up your employees’ time for more strategic work.
But it’s not just about automating everything. Some tasks are best left for human intervention. Determine which tasks are better suited for a machine and which require your employees’ creativity and problem-solving skills.
Now, communication is key here.
To make automation successful, you need clear communication and collaboration between different departments in your organization. Imagine your Chief Information Officer (CIO), the tech whiz, working hand-in-hand with your Chief Operating Officer (COO), the business expert.
When these two leaders work together, the IT team can focus on the technical aspects of automation, like security and integrating new technology with your existing systems.
At the same time, the operations team can manage the implementation of the new automation tools and ensure your employees are comfortable using them.
2. Identify the right tools for the job
Once you’ve identified automation tasks, select the right technology. Consider Robotic Process Automation (RPA) and Intelligent Process Automation (IPA).
Think of RPA as your digital workforce. It excels at handling simple, rule-based tasks, like data entry, form filling, or sending automated emails. It can mimic human actions across applications with high accuracy and speed.
But what about more complex tasks? That’s where Intelligent Process Automation comes in.
IPA builds upon RPA by integrating AI and Machine Learning capabilities. These tools can handle complex decision-making based on unstructured data like emails, documents, or images.
For instance, IPA can extract meaning from emails, analyze situations, choose the most appropriate course of action, and continuously learn and improve over time.
An example of intelligent automation in action
3. Select the right automation platform
Choosing the right software platform is critical for a successful digital transformation. You can choose from a variety of automation platforms, each with its strengths.
Here’s a quick rundown to help you choose the perfect fit for your needs:
Streamline document management and information flow with Robotic Process Automation (RPA), Content Service Platforms (CSP), and Intelligent Document Processing (IDP) Platforms.
Facilitate process discovery, modeling, and data analysis with Business Process Automation (BPA) Platforms, Integration Platform as a Service (iPaaS), Low-code Application Platforms (LCAP), and Process/Task Mining Platforms.
Address decision automation with Decision Management Suites and Business Process Automation (BPA) Methods.
Remember, there’s no one-size-fits-all solution.
Consulting giant Accenture recommends a modular approach to automation implementation. This allows businesses to adapt quickly to changing needs and embrace innovation as it emerges.
4. Track costs and measure ROI
You’re investing in a fancy new machine, but you have no idea if it’s actually saving you money or making things easier. That’s why tracking costs and measuring ROI (return on investment) is crucial for automation.
A common mistake companies make is underestimating the total cost of automation. This can lead to misleading ROI calculations and derail your entire automation plan.
Just like tracking your household budget, you need to track all the costs associated with automation. This includes software licenses, the cost of implementing the new system, and even employee training.
But that’s not all.
Measure the benefits of automation too. Are your employees more productive? Are you saving money on manual tasks? Is customer satisfaction improving?
Depending on whether you’re automating a single process or undergoing a broader business transformation, you might need to use different methods to calculate your ROI. The key thing is to have accurate data on both costs and benefits.
Without good data, it’s like driving blindfolded. Leadership might make the wrong call and decide to ditch automation altogether, which could hold your business back from reaching its full potential.
5. Invest in employee training
Automation isn’t just about buying new technology, it’s about transforming your entire business model. To make automation successful in the long run, invest in employee training.
Here’s why:
Skilled up and ready to go: Comprehensive training equips your employees with the skills they need to effectively use automation tools. This empowers them to tackle current challenges and even anticipate and solve future problems that might arise.
Embrace the journey: Change can be scary, and automation is definitely a change. Training can help your employees develop a growth mindset, encouraging them to embrace continuous learning and adaptation in this new age of automation.
Leadership also plays a critical role in this process. By getting trained on automation tools themselves, leaders can better understand their capabilities and effectively encourage their teams to use them.
As automation evolves, the types of jobs your employees do and the skills they need will change. Leadership training equips managers to understand these changes and develop effective talent management strategies to keep the workforce future-proof.
Leadership training can help foster a culture of innovation where employees feel empowered to identify new automation opportunities and contribute to continuously improving the business processes.
The Future of Business Is Automated
Automation presents a powerful opportunity to boost your business efficiency, productivity, and business performance.
Carefully selecting tasks for automation, fostering collaboration across departments, choosing the right tools, and investing in employee training, businesses can easily automate tasks and gain a competitive advantage.
As automation continues to evolve, businesses that embrace this technology will be well-positioned to thrive in the years to come. The future of business is automated, and those prepared to adapt will reap the rewards.
Automate the busywork.
Spend more time with customers and less time tackling tasks with Nextiva.
Nextiva is the future-of-work software company that helps sales, service, and marketing teams achieve higher productivity and deliver better customer engagement. Nextiva’s cloud-based platform brings together business communications applications, intelligence, and automation to help companies build deeper connections with customers and manage all conversations and relationships in one place.
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Unified Communications as a Service (UCaaS) is a rapidly growing industry as more businesses migrate their operations to the cloud
This is no surprise as startups and large enterprises realized on-premises communications solutions failed them. UCaaS, on the other hand, integrates multiple communication channels to provide a cost-effective communication solution via the internet.
This guide takes you through the top UCaaS features, what they are, and why they matter.
These phone system features are essential to any UCaaS platform. These business voice functions connect your team to the outside world and vice versa. Many UCaaS service providers offer these with all-inclusive pricing or à la carte add-ons.
1) PSTN connectivity
Connecting to the Public Switched Telephone Network (PSTN) is a must to reach people outside of the office.
Without it, user’s desk phones can only reach others on the same communications system. Cloud phone systems offer both internal and external voice connectivity through the internet.
You won’t lose any functionality you might enjoy in the classic analog telephone. Business VoIP technology converts data packets into audio signals between the PSTN seamlessly.
2) Toll-free numbers
A toll-free number is a telephone number that lets landlines call you at no charge. More notably, it gives your company a national presence. UCaaS service providers maintain the call routing logic associated with these phone numbers.
These numbers begin with 800, 888, 877, 866, 855, 844, or 833. Callers don’t need to press 1 on their dialpad before the number due to all-number calling.
Small businesses use toll-free numbers to gain trust, track calls from ad campaigns, and route calls to specialized teams.
3) Auto attendant
We consider the auto attendant the underdog of a commercial phone system. Its job is simple — it connects callers to the right department.
If you’ve ever heard “Press 1 to reach sales,” you’ve used an auto attendant. This telephony feature is the first impression of your brand. It directs callers based on the numerical input on their dialpad.
Many UCaaS providers make it intimidating to set up auto attendants. The user experience varies greatly, so be sure you feel comfortable updating it.
4) Direct-dial numbers
A Direct Inward Dial (DID) phone number is a phone number that goes to a phone extension in your company.
Direct-dial numbers let people call users without traversing through an auto attendant. DID numbers provide a more personable, friendly customer experience.
Let’s say you have agents taking calls in a contact center. A unified communications platform distributes calls no matter which DID a caller dialed.
5) Call recording
The need to record calls and store them securely in the cloud continues to increase. Companies crave complete visibility into customer calls so they can review them later.
Today’s UCaaS solutions offer various call recording capabilities to improve customer satisfaction. This feature drives accountability far beyond the call center environment.
6) Call analytics
Access useful call analytics like handle times, speed of answer, abandonment, and more.
This is where the promise of unified communications lives up to its name. Access trends in seconds rather than sifting through call logs and spending all day in Excel.
Improve your results with real-time and historical data. Wallboards, gamification, and sharp-looking dashboards elevate individual and team performance.
7) Mobile application
An integrated mobile app remains a popular Unified Communications as a Service feature. Vendors used to include this capability on higher pricing plans, but it’s now a mainstay of UCaaS.
Employees can place calls and stay connected using their iOS and Android smartphone. Answer calls, attend video meetings, view screens, and send chat messages in a few taps.
These types of mobile apps are also known as softphones. Some of its built-in UCaaS features include call forwarding, call flipping, and visual voicemail.
8) Desktop application
VoIP softphones also work well on laptops and desktops alike. UCaaS providers include a desktop app so users can communicate on their workstations.
A unified desktop app lets users place, receive, and transfer calls, manage contacts, and set their availability. Users can also collaborate with coworkers through chat messaging, voice, and video calls.
9) Cloud PBX
A cloud-hosted PBX allows you to run your company’s entire phone system on an internet connection.
It eliminates the need for leased office space or specialized IP telephony equipment. Cloud telephony makes it easy to add locations and equip remote workers.
A cloud PBX offers unmatched scalability since it’s delivered from several data centers.
Meeting and conferencing features
In the hybrid environment where companies have in-office and remote workers, a meeting platform is essential. The benefit of using these features in a UCaaS solution is that you can lower costs and increase productivity across the team.
10) Audio conferencing
Host remote meetings with HD audio conferencing. Conference calls are easy to join from a mobile device or computer, thanks to the flexibility of VoIP.
Privacy is paramount to today’s businesses. Ensure audio meetings are secure with a conference bridge that requires a passcode. Bundling your audio conferencing with your UCaaS solution lets users join meetings in one click. Guests can also participate by dialing the dedicated phone number associated with it.
Administrators also need useful moderation features like muting, recording, and lecture mode.
11) Video conferencing
Run productive one-on-one and multi-person video calls. They’re easy to set up and provide real-time audio, chat, screen sharing, and live video.
Comprehensive UCaaS providers let you also record video meetings but might be available for an extra cost.
12) Team presence
Deep focus is precious, and team presence makes it possible. Unified messaging platforms display a person’s status, such as if they’re on a call, busy, away, or available.
Team presence saves time, reduces interruptions, and sets the right expectations between colleagues.
13) Website chat
Live website chat helps you help your visitors and customers quickly and efficiently. It’s a powerful, growing channel that improves customer experience and increases the customer satisfaction rate (CSAT).
Create memorable experiences with chat history, availability, and fast solutions for your customers.
14) Web conferencing
Host workshops, live streams, webinars, and online conferences for guests not on your UCaaS platform. There’s no need to download software or use a complicated tech setup.
Get your customers and partners to join so you can present with ease. These secure web conferencing tools typically include screen sharing, chat, and file sharing. After all, web conferencing needs to render a delightful experience for everyone involved.
Contact center capabilities
The need to equip sales and support teams with professional-grade voice and messaging becomes necessary to scale. Hosted contact centers are next-generation call centers that integrate many channels such as voice, email, and social media in one.
15) Call flows
A call flow is a method to design how the UCaaS platform handles incoming calls. As a result, they’re more capable and easier to set up, even for non-technical users. Besides auto attendants, administrators can adjust ring groups, business hours, and call routing all in one screen.
Call flows end the uncertainty around what happens when customers contact your business. Most importantly, it’s simple and streamlines the phone system setup.
16) Interactive voice response
Interactive voice response (IVR) lets customers interact with the phone system using their voice. Many call centers use it to route the inbound calls to the right person or for deflection.
Today’s IVRs can respond with real-time account info and can also perform verification. A majority of organizations use IVRs to route callers to the department that’s best able to help.
Lighten the load on your agents, boost productivity, and improve your credibility.
17) Screen pop
One of the ways to reduce handle time is to display caller information before answering a call. Screen pop pulls data from your CRM so agents can see account value, recent purchases, and satisfaction.
This UCaaS feature helps them tailor answers and delight customers in every interaction. Unified communications solutions offer this functionality using its CRM or third-party integration.
18) Call queues
Missing calls too often? Call queues help your contact center handle a high volume of calls efficiently. For instance, if you receive more calls than agents available, the call queue places them in line to be routed to an agent.
Respond to call spikes without diminishing the customer experience. Call queues are the ideal way to provide announcements and even callback invitations.
Instead of forcing customers to use a single contact method, support them across several channels. Add email, chat, SMS, and social media to your mix of contact channels.
Omnichannel solutions give you easy access to all customer information and past interactions. This way, customers never have to repeat themselves to different agents. And with this context, your team works asynchronously and delivers a top-notch customer experience.
Few Unified Communications as a Service providers offer customer service tools beyond voice. Nextiva does.
20) Queue callbacks
The reality is that most people don’t want to wait on hold. So how can you provide a better experience for them? The answer is to offer a queue callback option. Depending on the average speed of answer, your phone system can offer an alternative to get a call back from the next available agent.
This is an invaluable tactic for a contact center to consider to handle high call volumes. It’ll reduce the frustration of long hold times and quickly solve the customer’s issue.
21) Thin clients
Call centers often command a hefty IT budget for PBX servers, proprietary telephony hardware, and trunking setups. Those days are almost behind us because of cloud-based business VoIP.
Thin clients are full-featured contact center applications that only need a web browser. These apps offer better UCaaS features than the half-baked middleware that you might have dealt with before.
When considering potential UCaaS providers, be sure to attend a live demo so you can see it firsthand.
Lesser-known features of a unified communication solution include its collaboration and administration functions. These vary between business phone systems, so it helps to narrow down which functions are essential.
22) Unified voicemail
Managing voicemails doesn’t have to be a chore. When you can’t answer a call, let callers leave a voicemail — but get the message when and where you want. Voicemail to email remains a favorite among business users.
This feature works hand in hand with IP phones, so messages aren’t lost, either. Users can listen to them on the go, at their desks, or on their computers.
Unified voicemail messaging lets you receive your messages on a different device, in your email, or even transcribed into a text. This feature gives users clarity and flexibility to take action fast.
23) Central management
Manage your phone system functions from a single, easy-to-use portal. Add or manage users, edit features, adjust licenses, manage permissions, build call flows, and more.
The problem with separate communication tools is that you need to manage them separately. This results in costly human errors. A centralized admin portal helps you make changes without uncertainty.
Keep your teams connected and efficient using team chat. Instead of separate apps for instant messaging and conferencing, streamline them into one app.
This feature means everyone collaborates, stays organized, and meets in one place. It’s ideal when people work in the office or from home.
25) Online faxing
If you need to send and receive faxes but don’t want an expensive machine in your office, you’ll love online faxing. It’s secure and available anywhere, on any device.
Since UCaaS uses VoIP, it often results in disconnecting your fax machine in favor of online faxing. This UCaaS feature lets users exchange faxed documents just like email.
When receiving faxes, you get digitized documents right in your inbox.
26) Virtual workspace
A virtual workspace is like an office, but it exists online. It’s where all files, meetings, tasks, due dates, and conversations happen. It removes the need for dozens of apps — and the notifications that come with them — and gives employees more focus.
Virtual workspaces can exist around working groups, projects, or business units.
All links, files, and conversations are easy to find, so you never have to waste precious time searching for important information.
27) Cloud file storage
Secure file storage is crucial to maintaining trust while working. Some business communication platforms let users sync files from Dropbox or Google Drive.
Since it’s cloud-based, you won’t need to meddle with network-attached storage or on-premises servers. As a result, this UCaaS feature a good fit for remote workers and employees in the office.
This function makes it simple to share files, which ensures authorized users can access company information.
28) Third-party integrations
As Unified Communications as a Service encompasses numerous workplace apps, API integrations become necessary. Here are types of UCaaS integrations to look for and why they matter.
Email
Integrating your communications platform with your email provider offers nifty benefits.
Depending on the number of users, look for compatibility with Gmail, Microsoft Outlook, and Google Workspace.
This way, users can share presence information, sync calendars, and make calls from their address book. It’ll reduce the friction of switching between apps to get work done efficiently.
CRM
Why should a business connect its CRM to the phone system? It might not be obvious; it’ll help salespeople close leads faster. Plus, you’ll get deeper customer insights from every interaction.
The CRM integration bridges the gap between your phone system and your customer data. Integrate your phones with Salesforce, Zoho, HubSpot, Keap, or Pipedrive.
This integration also feeds data into AI-powered contact centers and call center analytics.
Authentication
Permissions, access, and security can become hard to manage as the number of users grows. Between hiring, exits, and mitigating threats, it’s hard to keep up.
Integrate your phone system with an access management platform like Active Directory or Okta. With single sign-on, you can streamline access across the board.
Top business benefits of UCaaS
The most notable benefits of UCaaS for businesses include:
Lower costs
Better user experience
Increased scalability
Robust security
1) Competitive pricing
The truth is that most UCaaS solutions replace several business apps you use and pay for.
This includes business VoIP, team chat, video conferencing, helpdesk, and more. Instead of spending hundreds of dollars per user, less than $50/month gives you everything.
UCaaS also simplifies the hassle of managing a dozen different services. Nextiva offers the best value and features that businesses truly need.
2) Better user experience
An all-in-one communications platform means it becomes a single source of truth.
Instead of working from disjointed apps, everyone acts on the same view of the customer.
With real-time data at everyone’s fingertips, they can deliver a seamless customer experience.
3) Increased scalability
Onboarding new employees is time-consuming. It’s even harder when you do it remotely.
Unified Communications changes the game for companies with an appetite for growth. You need minimal tech resources for employee connectivity. Download a mobile or desktop app, sign in, and they’re ready.
As your headcount rises, you won’t need to add costly telephony infrastructure. This way, your resources focus on revenue, not installing on-site servers. The UCaaS provider takes care of the rest.
4) Robust security
Data security is a legitimate concern, especially when moving to the cloud. UCaaS platforms offer 24/7 monitoring and encryption to keep data safe.
Account admins can manage user settings and view detailed usage logs, so you’re always in complete control.
Check to see that a UCaaS vendor has industry certifications to meet your requirements. Confirm they provide communication tools that comply with HIPAA, PCI, and SOC 2.
The best UCaaS features are within your reach
The bottom line is that companies have many reasons to upgrade to UCaaS.
For some, it’s a way to keep employees and customers on the same page. For others, it’s a way to streamline several communications apps into one. For many, it could be the speed of enterprise-wide deployment.
One thing everyone agrees on is that UCaaS has more functionality than traditional phone systems. Gone are the days of letting technology dictate how you work. Unified Communications as a Service isn’t the future — it’s now.
Stand out from rivals because you can work faster and respond to customer needs quickly.
If you’re ready to level up your communications, check out Nextiva’s cloud phone system. Join 100,000+ teams, SMBs, and fast-growing companies that already made the jump.
Chris Reaburn is the Chief of Strategic Execution at Nextiva. Known as "Reaburn" by friends/family, he is responsible for championing Nextiva's brand and products into the market in support of the company's vision to change the way businesses around the world work and serve their customers. With his previous leadership roles in the communications industry…
So, you’re leading a sales team, and, lately, the energy’s just not there. Maybe the numbers are down across the board, and everyone could use a boost.
A sales contest might be just the thing to help your people get their groove back. A well-executed competition can motivate your team, raise morale, and encourage collaboration.
Before you know it, those numbers might just start climbing, and your sales reps will be energized enough to not only meet their goals but also exceed them.
Here are 30 sales contest ideas for running and incentivizing your next competition, divided into five categories based on their formats and goals.
To run the following contests successfully, make sure to identify your sales key performance indicators (KPIs), keep an eye on the metrics that matter most to your sales process, and reward your top performers at the end of each competition cycle.
Pro tip: You can use Nextiva Analytics totrack your KPIs and see how your reps are performing both in and out of the contest. You can also create a wallboard with Nextiva to help you keep contests fair and organized.
1. Most sales-qualified leads (SQLs)
Description: It’s time to get creative with the metrics you are competing on. Revenue and dials made are great but try working with critical metrics such as SQLs or opportunities created. This works especially well in sales development teams where those metrics are as critical as direct revenue generation is to traditional sales teams.
How this works: Choose a week or month to run the contest and track the SQLs created by each rep during that time. The person with the most SQLs generated at the end of the time frame wins.
What you’ll need: A robust CRM strategy for tracking and a detailed description of what constitutes an SQL.
Description: This sales competition is about getting more from what you already have. Encourage your team to take a second look at their current customer list and see where they can add value.
How this works: Set a clear time frame for the competition, such as a month or a quarter. Each rep targets existing clients, aiming to upsell higher-tier products or cross-sell complementary items. The rep with the highest increase in sales per customer wins.
What you’ll need: A system to monitor and measure upsells and cross-sells effectively.
Best for: Sales teams with a diverse product range or services and companies with an established customer base looking to deepen those relationships.
3. Biggest deal
Description: Hunting for a huge deal? Going upmarket? Incentivize reps to shoot for the moon with a sales contest focused around the biggest closed deal in terms of revenue amount.
How this works: Start this contest at the beginning of the month or quarter. Announce it ahead of time and set an incentive that resonates with your team. Use a leaderboard to track the results, offer regular updates to keep the excitement high, and provide coaching or advice to support your reps.
What you’ll need: Depending on the size of your team, a whiteboard or a CRM with solid reporting.
Description: Who closed the most impressive deal of the year? Did a rep:
Steal a critical account from a competitor?
Close a massive deal with savvy tactics and a short sales cycle?
Win back a long-lost, major deal by going above and beyond?
Reward your best close each month and discuss why it was so impressive so other reps can take note.
How this works: This sales contest is more subjective in nature. The winner can be determined by preset factors (such as deal size), selected by management, or voted upon by the entire team. We recommend the latter as a more unique, meaningful approach that can encourage team members to appreciate each other’s strengths.
What you’ll need: A clear set of criteria for what makes a deal impressive,for example, deal size, strategic importance, the complexity of the sale, or the level of innovation used in closing the deal.
Best for: Enterprise sales teams.
5. Advanced metrics
Description: Tracking advanced metrics such as conversion rates, calls-to-opportunities ratio, and successful cold call engagements encourages your team to sharpen their skills and make every call count, not just add to the call count. It pushes sales reps to refine their approach, aiming not only to reach more prospects but to do so more effectively.
How this works: Choose the most critical metric for your sales team — the number that needs the biggest boost. Run a month-long sales contest around it and offer a unique incentive. You can even get your people to vote on the prize to make sure it’s something that truly resonates with them.
What you’ll need: A sales performance management tool to automatically track advanced metrics.
Best for: Sales development teams.
6. Most improved
Description: Looking for a sales contest idea that will move the middle tier of performers on your sales team? The “most improved” sales contest is tailor-made for this. This is your middle and lower tiers’ opportunity to shine.
How this works: Choose an important sales metric that drives key outcomes for your team, such as conversion rates or customer engagement scores. Set a time frame for the contest — for example, one month. The rep with the greatest improvement in the selected metric wins. Offer a thoughtful, motivating incentive to the winner. This could be an extra day off, a voucher for a nice dinner, or an exclusive opportunity, such as a one-on-one coaching session with a top executive.
What you’ll need: An important sales KPI that you have rock-solid reporting on from the previous month.
Description: The president’s club celebrates your top sales performers with a well-deserved getaway. It’s a genuine and impactful way to say thank you for your standout salespeople’s hard work and achievements.
How this works: Plan an annual president’s club trip where you treat your club winners and their plus-ones to a few fun-filled days of luxury and relaxation. Designate the top 5–10% of reps in terms of revenue as club members and take them on a trip. This could be to an exotic destination, a luxury resort, or a renowned city with plenty of attractions.
What you’ll need: A dedicated budget and meticulous planning.
Best for: Large sales teams.
In real life:Patientpop, a healthcare marketing and medical practice management solution, organized an all-expenses-paid trip to Costa Rica for its president’s club members. The results? A motivated sales force and raised team morale.
Description: Reward the rep who finishes the month, quarter, or year with the highest percentage above quota. This opens up the competition to your entire sales force and keeps top-performing reps incentivized to keep killing it after they have reached their goals.
How this works: Set the metric as delta above quota (percentage above) if you’re working with reps who have varying functions.
What you’ll need: Clear quotas and tracking for deltas exceeding it. Also, this sales contest deserves a major incentive, so be sure to give it the budget and gravitas it deserves.
Best for: Teams with a diverse range of roles and sales targets.
9. Referral drive
Description: Referrals are always among your best sales opportunities. This contest helps make sure your team is actively seeking out and leveraging these valuable leads while building stronger, more productive relationships with current clients.
How this works: Set a clear goal for the number of quality referrals each team member should aim for. Incentivize the team to reach out to their networks and existing clients and track who brings in the most successful referral within a certain time frame. This could be a month or a quarter.
What you’ll need: Strong referral-tracking software to accurately monitor where referrals are coming from and how they’re converting.
Best for: Customer success and account management teams.
Head to Head
These face-off style competitions can really turn up the heat and get your team’s competitive spirit firing. But make sure to encourage collaboration where possible and foster an environment where these contests enhance the team spirit rather than undermining it.
10. Manager vs. team
Description: Set up a friendly challenge where your sales reps go head to head with managers in securing deals. This contest puts managers in their reports’ shoes for a day, evens the playing field, and adds a bit of fun to the sales process.
How this works: Pick a day or afternoon when your manager is able to jump into the trenches with your reps. Choose a metric (for example, calls made or talk time) and announce the competition ahead of time. Set the stakes — provide a team incentive if a rep wins and a manager incentive if the manager wins.
What you’ll need: Robust tracking of your competing metric.
Description: Winning is more fun when you do it as a team. This competition helps you raise the level of teamwork and peer-to-peer coaching on your sales floor.
How this works: Organize your sales force into two or more teams, setting them against each other based on a specific sales metric. Offer a compelling incentive for the winning group. But make sure that the teams are evenly distributed in terms of skill and experience so the competition is fair and motivating for everyone involved.
What you’ll need: A sales pipeline CRM to keep track of all your deals in progress and a real-time leaderboard.
Best for: Sales teams with a mix of sales veterans and newer reps.
12. Rep vs. rep
Description: Kick up the competitive spirit by letting your reps go head to head over a key sales metric, such as deals closed, leads generated, or successful upselling. This is a great way to spotlight different aspects of the sales process and encourage reps to sharpen their skills in those areas.
How this works: These sales contests can be run ad hoc by managers or launched by reps themselves. Any time frame, from one week to one month, will work.
What you’ll need: Strong sales performance tracking within your CRM.
Best for: Inside sales teams or those with a competitive streak who would enjoy a direct challenge.
13. Office vs. office
Description: Have multiple sales offices? Perfect. It’s time to let them compete to see who is the best at a given metric. Reward the office who wins with bragging rights plus a cool incentive they can all enjoy (such as a team day off).
How this works: Choose a metric for sales teams in two offices to compete on, making sure that neither team has an unfair advantage. Establish a digital leaderboard that’s easy to follow as the sales contest progresses.
What you’ll need: Multiple office locations with sales teams following similar processes and a metric with reliable tracking in a CRM or otherwise.
Best for: Multilocation sales teams.
14. Manager vs. manager
Description: Sales contests aren’t just for sales reps. For this idea, place two managers head to head on a metric of choice. Your team will love it.
How this works: Let your managers choose a metric (that is easily trackable) and go head to head for a day. Offer a compelling disincentive to the losing manager. For example, make them wear a ridiculous-looking wig for the rest of the week.
What you’ll need: Managers willing and able to compete, metrics that are easy to track, and a creatively diabolical disincentive.
Best for: Large inside sales teams.
15. Self vs. self
Description: Let your reps compete with their own past performance for personal bests. It’s a contest of self-improvement, turning the focus inward to motivate people to beat their previous records.
How this works: Have the rep work with a manager to choose key opportunities for improvement, set benchmarks, and track their progress over prior performance. For incentives, consider rewards that are scalable and sustainable, such as recognition in a team meeting or points in a reward system that can be accumulated and exchanged for various prizes.
What you’ll need: A detailed tracking system, possibly integrated into your current CRM, to monitor individual progress and a framework for setting realistic yet challenging personal goals and benchmarks.
Best for: Smaller teams or those with diverse roles, where personalized goals are more effective than one-size-fits-all targets.
Description: This contest turns sales into a team sport, where each rep’s performance contributes to the team’s success. It’s an exciting way to combine work and play, keeping morale high and motivating everyone to give their best.
How this works: To run this contest, start by defining how you’ll score sales activities — whether you’ll focus on calls made, deals closed, or leads generated. Then, create balanced teams, implement tracking, and schedule a season where teams compete week to week. Award the top-performing team each week.
What you’ll need: A combination of a CRM and sales gamification software.
Best for: Inside sales teams in medium-sized to larger companies with enough team members to create a competitive atmosphere.
In real life: In 2014, David Schwall, CEO of Travel Technologies, implemented this idea at Clayton Homes as Senior Director of Digital Marketing. In one “season,” his sales team saw an 18% spike in outbound calls, doubled the percentage of calls that resulted in appointments, and increased the number of transferred calls eightfold.
There’s no telling what results you could achieve with more advanced CRM capabilities and enhanced sales gamification tools.
Description: This competition is perfect for creating a buzz on the sales floor, driving performance through short, intense matchups that mirror the excitement of a basketball tournament.
How this works: First, choose your metric — for instance, talk time. Next, organize your reps into a bracket system; let’s say an eight-person bracket for manageability. Reps with the most talk time each hour move forward in the bracket. Schedule the contest in two sessions — 9 a.m. to 12 p.m., then 2 p.m. to 5 p.m. — to determine the day’s champion. And remember, if you’re recording sales calls for the contest, ensure you’re compliant with call-recording laws.
What you’ll need: Clear guidelines and brackets, along with reliable live metric tracking.
Best for: Larger inside sales teams.
Always Be Closing
Want to encourage your people to stay focused and work their hardest at the end of the deal cycle? Then these contest ideas are for you.
18. Commission spike
Description: Raise your commission size for the day (or week) to spur closing motions from reps.
How this works: Announce a temporary increase in commission rates for a specific time frame, such as a day or a week. Make sure to communicate the start and end dates clearly. During this period, encourage reps to revisit pipelines, follow up on leads, and push for conclusions on pending negotiations. This is also a great time for quick, focused sales sprints where reps can maximize their efforts for better rewards.
What you’ll need: Stellar compensation reporting and a pipeline filled with leads waiting to be closed.
Best for: Internal sales teams with a solid pipeline.
19. Target accounts
Description: This contest is perfect for account-based sales divisions. Pick your target logos and reward the rep who takes down the most.
How this works: Who are the major target logos you have in play for the month or the quarter? List them out for each rep. Set an incentive. The one who takes down the most logos at the end of the specific time frame wins.
What you’ll need: Target account lists, preferably ones that are viable opportunities, and a method to track which reps acquire which accounts and how many they secure during the contest period.
Best for: Account-based sales teams.
20. Call blitz
Description: Break out of the inbox by reaching potential customers over the phone. This sales prospecting technique helps sales reps connect personally and overcome objections that would otherwise lie dormant.
How this works: Take the stakes and terms of your standard sales performance incentive fund (SPIF) and amp them up. For example, go from a one-hour call blitz SPIF for $100 to a three-hour call blitz SPIF for $300.
Pro tip: You can use Nextiva’s call queues to handle a higher volume of calls while still providing a better customer experience. Plus, with Nextiva’s call flows, you’re in the driver’s seat. You decide how calls move through your system, which means quicker answers for your callers and less hassle for your team.
Description: This is your standard call blitz with a twist. Instead of focusing on the number of calls or talk time, have your reps focus on securing meetings.
How this works: Set aside a specific day or week for your team to go all in on securing meetings. Ramp up the energy with a compelling incentive and keep the momentum high through the contest with regular updates and a leaderboard to track progress.
What you’ll need: Solid reporting on the meeting metric of your choice.
Best for: Large inside sales teams and call centers.
Sometimes, you need everyone to pitch in and give it their best to hit those big goals. Setting up challenges that require collective effort while still acknowledging personal contributions helps every team member stay engaged and motivated.
Description: United, your team stands. Divided, they fall. This sales contest idea is another great way to incentivize teamwork and collaboration on your sales floor.
How this works: Set a team goal on a specific metric, such as number of sales or total clients acquired. Offer a team-wide reward for hitting it, something that everyone can enjoy together.
What you’ll need: Reliable reporting on your team performance metric of choice. This could be a feature in your CRM or a separate tracking tool. Just make sure it’s transparent and accessible to the whole team so they can see their progress.
Best for: Inside sales teams, especially those that might typically operate in silos.
Games and Awards
Need some out-of-the-box ideas for games and incentives that motivate your team? Here are some creative solutions to consider.
Description: Who doesn’t love the idea of starting their weekend a bit early? This incentive is a simple yet effective way to boost productivity and morale, especially toward the end of the week when energy levels might start to wane. By offering the chance to finish work at lunchtime on Friday, you give your reps a tangible, highly desirable goal to work toward.
How this works: Launch a Friday morning SPIF with the early weekend incentive as the reward. Set clear, tangible targets for the morning. The first reps who hit these goals get the rest of the day off.
What you’ll need: A clear understanding of your Friday sales targets and a system to quickly and accurately track progress.
Best for: Inside sales teams where quick, measurable results are possible.
24. Experiential incentive
Description: For your next sales game or contest, consider rewarding your winners with an experience instead of a gift card or cash bonus. This could be a concert ticket, adventure trip, fine dining experience, or something they’ve always wanted to do but would never do on their own.
How this works: Introduce an experiential sales incentive in place of the usual monetary incentive at your next SPIF. Tailor these experiences to your team’s interests to make them worth winning.
What you’ll need: A clear understanding of your people’s preferences and interests to help you select the right experience options. You’ll also need to budget accordingly.
Best for: Teams that have been consistently hitting their targets and might be less motivated by cash incentives or organizations looking to foster a more engaging workplace culture.
25. Choose your own adventure
Description: Why not let your reps decide what motivates them the most? With this contest, the winner gets to choose their own reward within a set budget. It could be a trip, a special gadget, a unique experience, or something entirely out of the ordinary. The point is that it will be the rep’s idea — making it that much more meaningful and motivating for them.
How this works: You set a dollar amount limit for the incentive, such as $500, then let the rep come up with their most creative incentive. They get to dream big within the budget, creating a goal that’s uniquely appealing to them.
What you’ll need: A budget and someone to manage the execution of the actual incentive.
Best for: Smaller teams where individual performance has a significant impact and teams that value individuality and creativity.
26. Money chamber
Description: Remember the old game shows where people could stand in a money chamber and catch as much cash as they could in a short amount of time?
How this works: Run a sales contest and let your winning rep stand in the money chamber and grab as much money as they can. You will create a compelling public spectacle your team will love to watch and take part in.
What you’ll need: An actual money chamber. Believe it or not, they are available for purchase. We keep our money chamber on the Nextiva sales floor.
Description: If you’ve run one too many sales contests resulting in boring blowouts or repeat winners, then it might be time to consider a raffle sales contest.
How this works: Choose a behavior you want to incentivize (such as calls completed), set a goal for reps (such as 50 calls completed per day), and hand out raffle tickets each time a rep hits the goal. The more raffle tickets a rep has, the higher the chances that they win the raffle.
What you’ll need: Lots of raffle tickets, a trackable metric, and, ideally, live notifications whenever a rep hits the number that earns them a raffle ticket.
Best for: Large inside sales teams.
28. Poker
Description:Add a bit of strategic fun to your sales targets with a poker-themed contest.
How this works: Whenever a sales rep hits a certain goal, for example, making 20 outbound dials, give that rep a card. Keep distributing cards until reps have enough to form a hand. The rep who can make the best five-card hand from the cards they’ve earned wins.
What you’ll need: A deck of playing cards and a clear, transparent system to track everyone’s progress.
Best for:Inside sales teams, especially those that thrive on a bit of competition and enjoy gamified incentives.
Description: Inspired by the prestigious tradition of the Masters Golf Tournament, a green jacket in sales is a symbol of top-notch achievement. Level up the competitive spirit on your sales floor with a two-day contest where the top performer earns this coveted jacket.
How this works: Announce this golf-themed sales contest to your reps, set clear sales targets, and bring out the green jacket. If possible, embroider it with the title “Champion,” the year, and the winner’s name.
What you’ll need: A green jacket and a way to track and display sales achievements during the contest.
Description: Did you know you can purchase a boxing or pro-wrestling- style championship belt and tailor it to your liking? This idea takes the concept of being top of the sales leaderboard to a whole new level. It’s a tangible, fun, and highly visible symbol of success that can serve as a powerful motivator for your sales team.
How this works: Define how you’ll score sales activities and use your CRM to track each rep’s performance in real time. Plan a set period and buy a customized championship belt. Let the winner keep it until the next sales competition.
What you’ll need: A customized championship belt and a scoreboard or CRM to track and visualize performance.
Best for: Inside sales teams.
Why Should Managers Hold Sales Contests?
Sales contests are a great way to boost morale, improve performance, and foster team building.
At their core, they can bring a sense of excitement and new energy to the workplace.
Friendly competitions and games can be a welcome break from the day-to-day grind because they take your people’s minds off the usual pressures and routines. So, when they return to their usual tasks, they feel more refreshed and motivated to tackle them.
Contests that involve working together also help build a stronger team culture. They encourage team members to get to know each other better, share strategies, and support each other’s efforts.
These shared experiences can improve the team’s overall performance and reinforce a sense of belonging and collective achievement.
What To Know Before Organizing Sales Contests
Before organizing a competition, remember that not every team member will be motivated by the same incentives.
For example, your high performers might thrive on challenging targets. But your low- to mid-tier performers might, instead, be more encouraged by recognition or smaller, more attainable goals.
A one-size-fits-all approach can, inadvertently, foster an overly competitive environment where sales reps feel they need to compete internally as well as externally with market competitors. This might lead to unhealthy team dynamics and potential burnout.
So, make sure to balance the competitive aspect with supportive elements that level the playing field and acknowledge diverse achievements and efforts.
For instance, while celebrating top sellers, also acknowledge those who’ve shown the most improvement or have excelled in specific aspects such as customer communications or team collaboration. This helps ensure that every team member feels valued and seen, not just the top performers.
Finally, consider keeping the rewards simple and playful, such as gift cards or a team lunch, to emphasize fun and camaraderie over high-stakes competition. Ultimately, the goal is to inspire and motivate, not to add pressure or create divisions within the team.
Equip Your Sales Team With the Best Tools
Keeping your sales team motivated through the ups and downs of a sales cycle isn’t always easy. It can be a real challenge to keep everyone on track, especially when targets seem like distant hills to climb.
But a well-thought-out sales contest can really turn the tide. It injects a sense of urgency and excitement into your people’s days. Whether they focus on individual glory or a team win, these contests can light a fire under every member of your team.
To do that, you’ll need the right tools. Nextiva’s contact center solutions can help you enhance team and prospect communications, improve accountability, and simplify reporting tasks.
For example:
Nextiva Analytics helps you keep track of your KPIs, monitor your people’s performance, and analyze key data points for better strategic decision-making.
Wallboards show you and your reps live data about their efforts, such as the number of sales closed or calls made, so everyone stays informed and motivated by visible progress.
Call queues let your reps handle more calls easily by directing them based on time, dialed numbers, VIPs, and more. This allows reps to maximize their time on productive calls, directly impacting overall sales performance during contests and beyond.
Call flows let you set up a menu for callers and customize how calls are routed so the contest doesn’t affect team productivity or hurt the caller’s experience.
The call center solution teams love.
Sales and support teams use Nextiva to deliver a better customer experience.
Jeremy Boudinet was a senior brand manager at Nextiva, co-president at AA-ISP Phoenix, and a published writer for Time, Entrepreneur, Inc, The Daily Muse, and PopSugar. Today, he heads up growth for Ubiquitous, an influencer marketing agency. He has been giving the people what they want since '86. Connect with him to…
Juggling multiple communication tools across your remote team? You’re not alone. 48% of businesses now have a hybrid workforce, making efficient communication more critical than ever.
That’s where Unified Communications as a Service (UCaaS) comes in.
This single platform consolidates business phone, email, chat, and more, streamlining collaboration and boosting productivity. But with several UCaaS providers on the market, choosing the right one can be daunting.
This article breaks down the top 8 UCaaS players, comparing features, pricing, customer experience, support, and security to help you find the perfect fit for your business.
What Is Unified Communications?
Unified Communications refers to the integration of various real-time communication services and applications into a single platform or interface.
When offered as a service (UCaaS), Unified Communications companies consolidate and leverage cloud platforms to integrate workflows and simplify collaboration, driving significant productivity gains and flexibility.
Here are some key benefits UC solutions offer:
Flexibility to communicate and collaborate from anywhere. Access communication and collaboration capabilities on any device from virtually anywhere through the cloud. Unified communications platforms support flexible andremote work arrangements.
Ability to scale with cloud-based platforms. Most UC solutions leverage the scalability and flexibility of the cloud. The ease of adding/removing users helps scale capabilities up or down based on evolving needs.
Cost savings from reduced infrastructure. Unified Communications companies reduce legacy systems needed and provide predictable subscription costs rather than large hardware investments. They simplify administration too.
Productivity benefits. UC platforms streamline workflows, cut switching between apps, and integrate communication modes. Features like presence and unified messaging save users time. This improves productivity across individuals and teams.
8 Top Unified Communications Companies in 2024
1. Nextiva
Nextiva is an all-in-oneUCaaS solution that offers voice, video, messaging, email, workflow automation, and integrations in a single platform. You can also set up a self-service help desk for customers to get answers to their questions without needing to reach a human support rep.
Nextiva partnered with Five9, the leader in contact center technology, to bolster its cloud communications offering. It also has more than 4,000 partners in the U.S. to give companies the communication tools they need to be successful.
Nextiva features
Here are some top UC features inside Nextiva’s platform:
Business VoIP service: Cloud-based VoIP phone service with call routing, auto attendants, extensions, and advanced call analytics.
Video conferencing: Face-to-face video conferencing for up to 100 participants with screen sharing and recording capabilities.
Team chat: Group and private messaging with @mentions, GIFs, threads, and file sharing.
Integrations: Connect popular business apps like Salesforce, Zendesk, Office 365, and G Suite to sync communication data.
Contact center: Omnichannel customer service with call handling, IVR, advanced routing, CRM integrations, and real-time analytics.
What users love about Nextiva
Nextiva is praised for reliability, call quality, easy-to-use interface, and breadth of features for the price. Customers highlight video meetings, team chat, and workflow automation as valuable.
Areas where Nextiva can improve
Because Nextiva’s UCaaS platform runs through VoIP, some customers say they have issues accessing the platform if they’re in a location with spotty internet connectivity.
Support, reliability, and security
Nextiva prioritizes network uptime and security. It features geo-redundant data centers, SSAE 18 compliance, and encrypted calling and messages. The platform has a 99.999% uptime — the gold standardin the UCaaS industry.
Support is available 24/7 via phone, email, chat, community forums, and online knowledge base.
Nextiva pricing
Essential plan offers core features like unlimited nationwide calling, voicemail to email transcription, 24/7 customer support, and more — all for only $18.95 per user/month.
Professional plan at $22.95 per user/month builds upon the Essential features and offers extras like expanded 40-person conference calling, 250-person video meetings, unlimited business SMS capabilities, and special integrations.
Enterprise plan offers unlimited conference calling, video conferencing, call recording, advanced analytics, voicemail searchability, SSO options, and expanded integrations for $32.95 per user/month.
All plans emphasize robust digital communication tailored for business success and seamless collaboration.
Nextiva works for businesses of all sizes. It’s perfect for growing SMBs that want an affordable but feature-rich business VoIPand communication platform that will scale with them.
2. GoTo Connect
GoTo Connect is a cloud-based unified communications platform designed for businesses of all sizes. It combines various communication features, such as voice calls, video conferencing, and instant messaging, into one system.
GoToConnect’s features
Some of GoToConnect’s best UCaaS features include:
Personal meeting rooms: Permanent and customized video meeting spaces for teams to collaborate face-to-face through browser-based video and screen sharing.
IVR and call routing: Smart auto attendants and interactive voice menus to direct inbound calls, wait times, and queueing.
Mobile app: The Android and iOS apps allow making calls, joining meetings, chatting, and more while on the go. With do-not-disturb settings, you can easily manage availability.
What users love about GoToConnect
Users highlight the reliable call connectivity, HD meeting video quality, and straightforward web admin portal dashboards for monitoring usage and making adjustments.
Where GoToConnect can improve
Some customers report frustrations with inconsistent app performance across devices. Load times between functions can be slow at times. Certain integrations like CRMs can also be buggy.
Support, reliability, and security
The platform touts 99.996% verified uptime and adheres to top compliance standards. Support is available 24/7 via phone, web tickets, live chat, and an online knowledge base.
GoToConnect pricing
GoToConnect offers several pricing tiers based on the number of users and features. The basic Professional plan starts at $27 per user per month. More advanced plans with additional features range up to $50 per user per month. Discounts are available for annual contracts.
Who is it best for?
GoToConnect is a great choice for SMBs seeking an affordable cloud communications platform to centralize messaging, calls, and meetings under a single platform.
3. 8×8
Part of 8×8’s cloud offering includes a UCaaS platform, including call center software, video, voice, and chat features to give staff the tools they need to work remotely.
8×8 features
8×8 has a range of communications features in its UC platform, including:
Cloud recording: Record, store and share audio and video meetings securely in the cloud. Useful for transcribing notes or briefing absent employees.
Branded video meetings: Customize meeting room invites with company branding, logos, and themes for a professional look.
Virtual call agent: AI-powered chatbot greets callers, asks questions to understand intent, and directs calls appropriately.
What users love about 8×8
8×8 is praised for reliability, call quality, and breadth of features for the price point. Customers also appreciate the ease of deployment and use compared to on-premise systems.
Areas where 8×8 can improve
Some functionalities like CRM integrations, chatbots, and SMS capabilities need further development compared to competitors. Mobile app user experience and performance could be better optimized.
Support, reliability, and security
Users can access an online portal with tutorials on using 8×8’s UC platform. For reliability, 8×8 uses 35 private and public data centers with 99.99% uptime. It provides end-to-end encryption for secure communications.
8×8 pricing
Pricing starts at $25 per user/month for an unlimited extension and number plan and rises to $50 per user/month for full UCaaS capabilities. Call packs for outbound minutes are available.
Who is it best for?
8×8 suits growing midmarket organizations that want a full-featured and secure cloud phone system integrated with modern team collaboration tools like messaging, meetings, and contact center capabilities.
Zoom’s video conferencing software exploded in popularityafter COVID-19 forced teams to work remotely. Alongside its online meeting software are several other UC tools, including phone service, chat, and conferencing.
Zoom features
Zoom offers more than standard video conferencing, including:
Breakout rooms: Host webinars and meetings with breakout groups for private discussions before reconvening.
Zoom Rooms: Hybrid teams with remote and in-office workers can join meetings through Zoom Rooms technology.
Cloud VoIP: Make audio-only calls worldwide through Zoom’s VoIP phone system.
What users love about Zoom
Users consistently praise the HD video quality, intuitive interface across devices, screen-sharing capabilities, and affordable pricing. Remote workforces can effectively connect face-to-face through Zoom.
Where Zoom can improve
Despite improvements, some customers still report frustrating experiences with Zoom Bombingor inconsistent meeting performance/connectivity issues. The recent chat addition also needs maturity compared to more established competitors.
Support, reliability, and security
Zoom Pro has robust security protections like encryption, password protection, and waiting rooms. Reliability-backed SLAs guarantee 99.9% uptime. Support is available 24/7 via self-serve, live chat, and phone.
Zoom pricing
US & Canada pricing starts from $120 per year per user. Pro Global Select for international calling costs $240 per user per year.
Who is it best for?
Zoom continues to be a top choice for companies embracing the future of hybrid/remote work and looking for a frictionless video meeting solution that employees will use regularly.
Vonage is a cloud phone system that offers a unified communications platform with voice, chat, and video conferencing tools.
Vonage features
Vonage customers get access to a robust suite of UC features, including:
Team messaging: Group and private chat, file sharing, @mentions, GIFs, unlimited history, and searchability to keep conversations flowing.
Click-to-dial: One-click calling from desktop and mobile to save time manually entering numbers.
Integrations: Connect popular productivity apps like Office 365, G Suite, Salesforce, Slack and more.
What users love about Vonage
Users highlight Vonage’s call clarity, system reliability, easy-to-use management portal, CRM integrations, mobile experience, and flexibility to scale up or down.
Where Vonage can improve
Some customers have experienced issues with certain features glitching, outages during upgrades, and delays in contacting support at times. Integrated functionality can sometimes be buggy.
Support, reliability, and security
Vonage manages traffic across a private global network and geo-redundant data centers for reliable connectivity. It also has robust security measures and compliance.
24/7 support is available via an online portal, community forums, chat, and email contacts. But phone support is now limited.
Vonage pricing
Vonage pricing starts at $19.99 per month per user, with volume discounts available. There are no contracts or early termination fees. Additional fees apply for extra services like toll-free numbers or advanced features.
Who is it best for?
Vonage is ideal for growing SMBs wanting integrated cloud calling, contact center, messaging, and meetings functionality in one agile platform. Flexible to scale from startup to enterprise needs.
6. Microsoft Teams
Microsoft has a range of business communication tools alongside its operating software and PC products. Designed for companies of all sizes, Microsoft Teams allows employees to call, chat, and host meetings inside one platform.
Microsoft Teams features
Key features in Microsoft Teams include:
Screen sharing: Share your screen during video meetings to visually guide teammates through documents, and presentations, or to troubleshoot issues.
File collaboration: Teams connect with SharePoint, OneDrive, and Office apps for seamless file access and workflow. Co-author Word docs, share Excel sheets, and more.
Chat translation: Teams can translate posts in channels and chats into over 60 languages, facilitating global communication.
Integrations: Connect Microsoft business tools like Dynamics 365, Bookings, Power Platform, and more to centralize work.
What users love about Teams
Users praise the breadth of included capabilities like video meetings, cloud storage, chat, and built-in Office document collaboration at an affordable price point. It’s easy to get started for teams already using Microsoft products.
Where Teams can improve
The extensive feature set can make Teams more complex to navigate than competitive options with more streamlined interfaces. Some users report performance issues when adding too many integrations.
Support, reliability, and security
Microsoft has enterprise-grade security measures like encryption, authentication, and compliance coverage for regulated industries.
Reliability is also robust, with financially backed SLAs guaranteeing 99.9% uptime. Support options include 24/7 phone/chat, an online knowledge base, and community forums.
Teams pricing
Teams pricing starts free and goes up based on the functionality needed. Paid plans cost $5-$20 per user/month for SMBs and enterprises can contact sales.
Who is it best for?
Teams works best for organizations invested in Microsoft products looking to centralize collaboration and communication. It’s a one-stop shop for messaging, meetings, file sharing, and more.
7. 3CX
3CX is a UCaaS platform built for remote teams. It offers live chat, video conferencing, SMS messaging, and call center software for around 190 countries.
3CX features
Key features of 3CX include:
Live chat: Engage website visitors in real time with chat widgets manned by sales and support teams.
SMS messaging: Send and receive SMS/text messages from the 3CX interface to connect with customers and prospects.
Call analytics: Get visual dashboards and reports tracking call volume, wait times, agent performance, and more to optimize routing.
CRM integrations: Connect 3CX call and chat data with popular CRM platforms like Salesforce, Zoho, and Microsoft Dynamics.
What users love about 3CX
Users praise 3CX for its easy self-setup, multi-platform support, and call quality. It provides enterprise-level capabilities for SMBs at an affordable price point. The web-based management console offers convenient system administration.
Where can 3CX improve?
Some customers report issues getting timely support responsesfrom 3CX’s team. Self-serve help resources could be more comprehensive for troubleshooting technical problems or setup questions.
Support, reliability, and security
3CX provides onboarding assistance, documentation, community forums, video tutorials, and online training. It touts built-in security features plus allows the blacklisting of intruder IP addresses.
3CX pricing
The permanently free Startup plan supports 10 users with included hosting and allows 1 concurrent call for simple setups. Paid plans scale from the SMB option at $175 per year for 10 users and 4 concurrent calls to the rapidly expanding PRO plan at $145 per year for extensive features like CRM integration and call recording.
Who is it best for?
3CX suits growing companies that want enterprise-capability UCaaS affordably. It offers broad functionality for teams to call, meet, chat, and SMS from desktop and mobile apps.
8. Mitel
Mitelis a cloud-based communication platform that helps companies with distributed teams to chat, video conference, and audio calls.
Mitel features
Key capabilities of Mitel include:
Softphone apps: Use smartphone apps for iOS and Android to make calls, join meetings, chat, and more regardless of location.
Personal dashboards: View call history, voicemails, contacts, and task lists in a centralized dashboard interface.
Data archiving: Archive outdated message threads, recordings, and other content while retaining access if ever needed.
CRM integrations: Connect Mitel calling and meeting data with popular CRM platforms like Salesforce, Microsoft Dynamics, and Zoho.
What users love about Mitel
Users praise Mitel’s call quality, mobile app experience, variety of packages, and easy self-administration from the web-based portal. It’s a cost-effective option for delivering enterprise-grade voice and UC across devices.
Where Mitel can improve
Some users report frustrations gettingsupport responsespromptly from Mitel’s team. Certain features like conferencing and chat could be more intuitive and seamless to use.
Support, reliability, and security
24/7 phone and online support is available as well as an online customer portal with knowledge base articles. Mitel also touts enterprise-level security and reliability.
Mitel pricing
Mitel’s unified communications as a service offers other features such as instant messaging, video conferencing, and collaboration tools and starts at $20.99 per user per month.
Who is it best for?
Mitel is best suited for SMBs that want a premise-based system to evolve affordably to the cloud. It delivers voice, video, messaging, and collaboration across desktop and mobile.
Choosing the Right UC Partner
Choosing the right unified communications platform is key to productivity and growth. Look out for these key things before selecting your ideal solution.
1. Assess your needs
Analyze your existing communication tools(phone, email, video conferencing, etc.) and identify areas for improvement or integration. Also, consider the size, location, and communication habits of your workforce. How many users need access? What devices do they use?
Determining your essential communication channels (voice, video, messaging, etc.) and prioritizing them based on usage helps you budget better. You can define your budget constraints and consider flexible subscription options.
2. Evaluate UC features and functionalities
Prioritize the UCaaS features and functionalities most crucial to your business, considering the total cost of ownership, including hardware, software, and ongoing support.
Look for core features like voice calls, video conferencing, instant messaging, and presence management. Explore additional features like file sharing, screen sharing, call recording, and integrations with other applications, if you need them.
Make sure to choose a provider that can scale with your growing needs and accommodate future additions.
3. Research potential providers
Check for the provider’s experience, market share, and customer reviews. Verifying their security protocols and compliance with relevant industry regulations lets you make an informed decision.
Your provider should also have proven customer support availability, response times, and service level agreements (SLAs).
Next, compare pricing plans, features included, and contract terms from different providers.
4. Request demos and trials
Many providers offer free trials or demos. Use these opportunities to test the platform’s usability, performance, and compatibility with your systems. Don’t forget to engage your team in the evaluation process to gather feedback and ensure user adoption.
Your Search for a UC Partner Ends at Nextiva
With more people working remotely than ever, it’s no surprise that companies are searching for a UCaaS platform to handle internal and external communications.
If you’re thinking of consolidating your business’ communication stack in an easier-to-use, single platform, Nextiva is here to help.
NextOS is an all-in-one solution for voice, video, and team chat. It’s trusted by forward-thinking companies of all sizes who want reliable software to handle their business’ most important activity: conversations.
Devin Pickell was a growth marketer at Nextiva. He combines his skills in content marketing, SEO, data analysis, and marketing strategy to meet audiences in their journey. He has helped scale SaaS brands like G2 and Sphere Software and contributed to G2's traffic growth. You can find him tweeting about e-commerce, sports, gaming, and business.
Most of your business hinges on excellent customer service. Negative interactions can severely damage your reputation, while great service builds loyalty and fuels growth.
Investing in customer service helps grow and strengthen your customer base through positive word of mouth. But how exactly do you make your customer service better?
This article outlines 15 key tips to take your customer service from good to great.
Whether you need help responding to poor reviews, reducing churn, or cementing customer loyalty, you’ll find best practices to strengthen customer bonds and deliver a standout customer experience.
16 Customer Service Tips To Get You Started
Delivering great customer service improves the bottom line through better customer retention and referrals. Here are a few tips to get you started on the journey.
1. Show empathy
Putting yourself in the customer’s shoes and seeing things from their perspective forge strong relationships and create happy, loyal customers.
However, many customer service reps struggle with displaying empathy.
We’ve all dealt with service people who mechanically read scripts, bounce us between departments, force us to repeat information multiple times, fail to accept responsibility for mistakes, and never bother to apologize.
This leaves customers feeling frustrated, unimportant, and eager to take their business elsewhere.
So how can you cultivate an empathetic mindset within your team? While inherent empathy can’t necessarily be “taught,” you can implement strategies to help support reps sympathize better with customers.
Discuss concrete examples of customer problems and issues and how to help them navigate these challenges. Role-playing exercises can also help reps practice putting themselves in the customer’s place and responding appropriately to issues like credit card disputes or billing questions.
Creating a workplace culture that values compassion is key. Don’t punish employees for spending more time reassuring upset customers. Make them learn to lead through their empathetic engagement.
2. Use positive language
It’s all about how you phrase your language. Even if you’re delivering bad news, there’s a way to present it to customers.
If you’re levelheaded and serious, they will calm down as well. The key is to always have a constructive tone and provide helpful solutions whenever possible.
For example, think about when a customer comes into the store looking for an out-of-stock item.
Sometimes, they become frustrated or even irate when they find out that you don’t have what they need at that moment. Rather than bluntly saying, “Sorry, we don’t have that part/product right now,” turn it into a productive interaction.
First, empathize with their situation. Say something like “I understand you were hoping to purchase this today and I apologize that we currently have none in stock.”
Then, immediately provide a solution to show you want to rectify the situation. You could say, “A new shipment is scheduled to arrive next Tuesday if you want to come back then. I’d be happy to hold one for you once they come in or I can give you a call to let you know when they’ve arrived.”
Do you see the difference between those two responses? The first is dismissive, lacks empathy, and doesn’t offer any solution.
But the second response is informative, constructive, confident, and proactive. It demonstrates that you truly want to help the customer rather than brushing them off.
That understanding and problem-solving approach is invaluable for defusing tense situations and keeping customers happy.
Clear communication builds trust and rapport vital for any customer relationship.
However, unclear or confusing messages can quickly frustrate customers and damage the relationship.
Many customer service agents struggle with communication for various reasons. Some rely too heavily on scripts filled with complex jargon rather than speaking conversationally.
Others mumble or speak too quickly for customers to follow. Some fail to listen closely to fully understand customer issues before responding.
To promote clear communication within your support team, evaluate any pre-written responses to ensure the language is simple and easy to grasp. Reps should also be coached on speaking clearly and avoiding overly complex vocabulary when interacting with customers.
Additionally, implement active listening training. Teach employees how to focus intently on understanding all details of an issue before formulating a response. This prevents unclear or irrelevant replies that confuse customers.
When agents have command of product features, pricing, options, and policies, they can confidently guide customers to the best choices for their needs. However, gaps in understanding around your catalog can undermine the customer experience.
To ensure your customer service team has expert levels of product and service knowledge, audit your current training program to pinpoint any content gaps. Ensure all offerings are covered in-depth, including options and policies for each. Quiz reps afterward to confirm comprehension.
Also, implement ongoing training updates as new products and promotions are introduced.
Don’t just announce changes via email and expect representatives to integrate details on their own. Dedicate time to train every agent personally on revisions to maintain uniformly high knowledge levels.
Monitor customer interactions for indicators around gaps in understanding. If certain products generate a high rate of confusion or questions, revisit training for those items with the broader team.
Having super users who specialize in complicated offerings can also help drive product mastery over time.
5. Focus on first-call resolution
Providing complete, permanent resolutions within a customer’s first service interaction leads to higher customer satisfaction and a positive brand impression.
However, unresolved inquiries that bounce between departments erode confidence and loyalty. Reps typically specialize in a single area and funnel overflow problems elsewhere. This fragmentation inevitably leads to customer frustration.
To bring more comprehensive issue resolution into initial interactions, train your front-line agents and equip them with the right resources to solve a wider variety of high-frequency questions.
Implement better documentation and knowledge sharing across teams. Create an easily searchable database where agents can access details on specialty topics handled elsewhere to address more facets of customer problems.
Regularly sampling and scoring customer interactions also helps gauge first-call resolution rates. Providing additional coaching and cross-training for low scorers to expand their capabilities will help unify service channels over time.
6. Set the right expectations
Managing expectations upfront prevents disappointment. Many reps overpromise — whether timeline, availability, or resolution — to appease initially. But mismatched expectations guarantee future complaints.
Common issues include service level agreements exceeding realities. Audit standards versus actuals.
Train reps on tactful transparency about probabilities, wait times, and options. Frame delivery in days or weeks, not vague platitudes.
Via SuperOffice
Delivering hard news is challenging. But it pays dividends in trust and satisfaction long-term. Guide reps to set expectations that align with current realities. Candor may sting initially but fosters loyalty overall.
7. Personalize the customer experience
A personal touch is the best way to let your prospects know that they are a priority. A little personalization goes a long way in providing an exceptional first impression.
“The golden rule for every business — put yourself in your customer’s place!”
Orison Swett Marden
Founder, Success Magazine
When you talk to a customer, remember their name and use it throughout the conversation. To show that you’re listening, mention something they said earlier. Your regulars will appreciate this personalization.
Your customer has a busy life, just like you do. Keep that in mind, especially when you’re initiating contact with unhappy customers. Rushing through a conversation or not allowing the customer any control shows you don’t value their time.
Using your customer’s names and giving them options makes them feel valued. Additional ways to personalize include:
Remember details about prior conversations and refer back to show you listen
Offer flexible solutions tailored to their needs
Follow up afterward to ensure satisfaction
Via Adobe
A little personalization goes a long way in providing an exceptional customer experience. Your customers will remember how you made them feel and reward you with repeat business and referrals.
8. Anticipate customer needs
Pay attention to cues from the customer to anticipate what questions or concerns they might have.
There are a few key ways support reps can get better at anticipating customer needs.
First, they should thoroughly research and understand the company’s products, services, policies, and common issues. The more insight and know-how they have, the better they’ll be able to put themselves in the customer’s shoes.
Second, employees should look for cues from the customer as to what matters most to them and what questions they might ask next. Things like tone, word choice, and body language can help representatives predict what’s important.
Pattern recognition plays a key role — noticing what needs arise commonly can clue reps into what to explain or offer before the customer even asks.
With practice and experience, anticipation gets easier.
9. Go the extra mile
Going the extra mile for customers is often what separates good customer service from great customer service.
Things like following up on an issue even after the case is closed, brainstorming creative solutions when there’s no obvious solution available, giving a sincere apology for difficulties caused even if they were unavoidable, or providing extensive additional information and training resources beyond what was asked for can all show the customer that the company cares.
Empowering representatives with the flexibility and authority to make these judgment calls leads to stronger relationships and improved customer retention when appropriate.
Of course, context and reasonableness matter here. Following up repeatedly when a customer hasn’t responded or drastically overcompensating for minor issues can have diminishing returns.
But within reason, choosing to provide more than what’s strictly required often reminds customers that there are humans behind the company who value them. The gesture sticks in people’s memories associated with positive feelings toward the brand.
10. Keep a positive attitude
Even when dealing with upset, frustrated, or bad customers, a pleasant demeanor demonstrates professionalism and keeps conversations constructive.
Taking a few deep calming breaths when feeling one’s mood slip can work wonders. Having empathy that people are often not upset with the representative personally but rather the situation also helps not take negativity too personally.
Remembering that all customers deserve good service regardless of their current attitude is key too. You need to focus on things within one’s control (like tone of voice, word choice, and actively listening) is empowering.
For example, when a Dark Horse Espresso customer tweeted about their electrical outlets.
They didn’t take it well
When customer service teams have techniques to self-regulate their mindset, they become better equipped to spread positivity to others through even the toughest calls.
A sunny, enthusiastic persona can be contagious after all. Approaching customer interactions with optimism and grace under fire then drives greater client satisfaction and loyalty overall for the company despite the inevitability of some difficult conversations.
Keeping one’s chin up is a skill that can brighten customers’ days and enhance a company’s image.
Actively seeking feedback from customers provides valuable insights for reps and companies to improve their products and level of service.
By surveying customers, monitoring reviews, directly asking for feedback during or after interactions, analyzing complaints data, and incentivizing participation, companies can better understand customers’ preferences, frustrations, and suggestions.
Actively seeking feedback from customers on social media also provides valuable insights for representatives and companies to improve their products and level of service.
They can then tweak approaches, solve common problems proactively, and prioritize upgrades accordingly. Customers appreciate being heard too and providing feedback makes them feel valued. This ultimately drives higher satisfaction.
12. Learn continuously
Continually educate your team on the company’s latest offerings, policies, systems, and procedures.
As customer needs evolve and preferences change, reps also need to devote time to expanding their skill sets including communication tactics, conflict resolution, emotional intelligence, and problem-solving abilities.
Managers can support continual learning by providing coaching and opportunities for skills training while emphasizing a culture focused on a growth mindset.
When customers interact with an ever-developing team open to improvement, it leads to better experiences and brand impressions over time through consistently stellar service.
13. Celebrate successes
Recognizing both customer service representative wins as well as delighted customers creates positive reinforcement and motivational reminders that excellent service is achievable and worthwhile.
Sharing testimonials from pleased clients, calling out employees who go above and beyond, and tracking metrics like customer retention demonstrate the business impact of providing great support.
Tapping into related feelings of teamwork pride through celebrations of perfect survey scores or hitting key targets promotes both morale and continued motivation to aim high when interacting with customers moving forward — keeping spirits and dedication high across the team.
And a thank you note to your customers never hurts.
Most managers actively look for customer service skills before they hire. However, ongoing customer service training falls on the rep as much as it does on the company.
While some companies have robust training programs, others expect representatives to take the initiative in developing their skills.
Without continual learning, representatives will fall behind competitors who sharpen their abilities.
Some areas where representatives should focus ongoing training include:
Communication skills — Taking advanced courses in listening, questioning techniques, explaining complex topics simply, and speaking clearly. These “soft skills” influence customer satisfaction.
Product/service knowledge — Reading trade publications, reviewing manuals, and studying releases to keep information current. Customers expect accurate expertise.
Handling difficult situations — Practicing responses through role-playing exercises prepares representatives for stressful interactions. Smart responses lead to better resolutions.
Technology proficiency — Learning new software, apps, and company systems expands service options for customers. Smooth technology usage also builds confidence.
15. Embrace technology
Use tools and platforms that allow your customer support team to improve response times and best serve modern customers. For example, many customers now prefer self-service options like web chatbots for quick inquiries rather than face-to-face interactions.
Getting fully comfortable with the company’s key systems for pulling customer data empowers faster service. Digital tools like support ticket programs,cloud phone systems with screen pop software, or file-sharing platforms help keep interactions productive.
Equipping help desk chatbots to handle common requests frees up human agents for more complex issues.
Data analysis through artificial intelligence also gives companies key insights into emerging customer needs. When technology takes over repetitive tasks, representatives can instead focus on relationship building.
Resources like online knowledge bases and FAQs reduce research time for common questions.
But don’t over-rely on automatons. Use them where needed and when necessary.
Here’s an excellent example of why your chatbots might not always work. It’s cases like these when you need a secondary option for your customers to get in touch.
Via UX Collective
Most chatbots today don’t have this escalation protocol, according to UX Collective. You need the right balance of automation and human touch to function better.
16. Track your customer service performance
It’s important to try and measure customer service metrics that matter most to your team. Tracking too many metrics can lead to data overload without enough time to analyze the data and make meaningful adjustments.
Rather than focusing solely on individual metrics, look at the big picture. Let your organizational goals and customer needs guide which metrics you track.
Some key metrics to consider tracking include:
Net Promoter Score: This measures customer satisfaction and likelihood to recommend your company. It provides a high-level view of customer loyalty.
Customer Satisfaction Scores: These track how satisfied customers are with their overall experience and key touchpoints. This indicates where improvements may be needed.
New Upsells/Cross-sells: Measuring additional sales to existing customers shows how well your team converts opportunities.
Customer Churn: Keeping churn rates low ensures customers stick around. Tracking this over time shows if satisfaction is declining.
You may want to track resolution time, first contact resolution, CSAT by agent, onboarding completion rate, and other metrics relevant to your customer service operations.
Don’t forget to analyze trends over time and leverage insights to improve your customer experience.
Providing excellent customer service is no small feat. It requires cultivating skills and mindsets that often take years to fully develop.
Though you may feel you’re already doing a good job in this area, in truth, you’ve only just scratched the surface of your customer service potential.
There are depths yet to be plunged when it comes to truly understanding customer needs, efficiently resolving issues, and creating memorable service experiences.
By focusing on the customer, responding quickly, and handling problems with care and consideration, you can offer a service that makes people feel valued. Following these customer service tips will help set your business apart.
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ABOUT THE AUTHOR
Ken McMahon
Ken McMahon leads Customer Success for Nextiva. His 25 years of experience leading various aspects of the customer experience including professional services, customer success, customer care, national operations, and sales. Before Nextiva, he held senior leadership roles with TPx, Vonage, and CenturyLink. He lives in Phoenix with his wife and two children.
Gone are the days when office-bound routines define our workdays. In this new era, a significant number of professionals find themselves embracing the flexibility of working from home, while others still navigate the familiar corridors of office buildings.
This blend of work styles has become a new normal post-pandemic, but it’s important to weigh the pros and cons of working from home compared to the traditional office environment.
In this post, we’ll compare the working arrangements side-by-side to help you understand the advantages and disadvantages of each.
Working from Home Stats
The question on the minds of employers is: Does WFH translate into better work, healthier employees, and more effective brainstorming? And what does the future of in-office work hold?
A survey by McKinsey uncovered that 35% of professionals have the option to work from home full-time since the pandemic.
Some more interesting WFH statistics:
52% of people work remotely at least once a week
Companies that offer remote work have 25% lower employee turnover rate
51% of employees prefer remote work because it improves work-life balance
76% prefer to avoid office when they need to concentrate on an important task
77% of remote employees are more productive when they work from home
25% of employees would take up to 10 percent pay cut to work remotely
Keep in mind that some of these pros and cons may seem to contradict each other.
For example, productivity can be better in an office because of the structure and support, but it can also be worse in an office because of distractions. Neither the office nor the home office is perfect, so take this table as a general informational guideline and decide which is best for you overall.
Pros of Working From Home
Cons of Working From Home
Pros of Working in an Office
Cons of Working in an Office
Flexible Schedule
Isolation and Lack of Social Interaction
Structured Work Environment
Commuting Stress and Time Consumption
Customizable Workspace
Distractions and Home Responsibilities
Opportunities for Collaboration and Networking
Less Personal Freedom and Flexibility
Less Commuting and Work-related Expenses
Communication Challenges
Access to Resources and Immediate Support
Office Politics and Distractions
Increased Productivity and Performance
Technology and Costs
Clearer Work-Life Boundaries
Limited Control Over Work Environment
Better Work-Life Balance
Difficulty with Work-Life Balance
Enhanced Learning and Professional Growth
Potential Health Impacts
Pros of Working From Home
1. Flexible schedule
When working from an office, you have a set schedule. Your alarm goes off at the same time every day, you grab your morning coffee to go, and you’re at your desk by 9 a.m., ready to work. But when it comes to working from home, it’s a little different. You have the flexibility to wake up when you choose and tailor your day to your needs.
Remote workers often have the liberty of setting their schedules, allowing them to work during their most productive hours, whether that’s early morning or late at night. You can wake up later, pick your own time for lunch, and close your laptop when you want — for some, that’s 4 p.m., for others, it could be 7 p.m.
People love this flexibility because it’s much easier to tend to personal responsibilities, such as childcare or attending appointments, without the need to request time off.
Some companies, of course, still want their remote employees working the in-office work hours of 9-5. But that doesn’t mean you can’t take a refreshing catnap in the middle of the day!
For employers, attracting and retaining top talent is of strategic importance, and study respondents rated flexible working arrangements as one of the top reasons to seek a new job:
2. Customizable workspace
Working from home allows you to create your ideal work environment.
Whether it’s a quiet corner in a bedroom or a dedicated home office, whether it’s cozy or minimalistic, remote workers can design a space that maximizes their comfort and productivity. You can choose a standing desk over a sitting one and select your choice of office furniture (enjoy that balance ball chair without everyone who passes you commenting on it!).
The absence of a dress code further enhances this comfort, enabling employees to work in attire that makes them feel most at ease. Pajamas, anyone? One survey revealed that 30% of respondents wore pajamas while on virtual meetings. Just make sure not to stand up during a Zoom call if you’re not wearing pants, as this man did!
A work-from-home job can save employees a lot on the usual automotive expenses, like insurance, maintenance, and fuel. Or if you use public transportation, a remote job can save on fares, waiting time, and missed buses.
The time you waste on commuting could be put towards other things, like spending more time with family, exercising, hobbies, or even starting a small business on the side. It’s far more lucrative than sitting through traffic jams!
Additionally, there are savings on work-related expenses like professional attire, lunches out, and daily coffee runs. These cost reductions can have a substantial impact on an individual’s budget.
4. Increased productivity and performance
Many remote workers report higher productivity levels when working from home. The absence of office distractions, less time spent in meetings, a lack of constant chit-chat in the halls, and the comfort of a personalized workspace can lead to more efficient workdays.
Needless to say, productivity can get a huge uptick with remote workers. For example:
55% of employees say they log in more hours while working remotely than at the office
64% of peoplebelieve that asynchronous communication drives their most productive hours
Asynchronous communication, the “new productivity powerhouse,” is a method of exchanging information without the expectation of real-time feedback:
5. Better work-life balance
Working from home can significantly improve work-life balance. In a study by PwC, 67% of employees say they achieve a better balanceof their personal and professional lives when working from home.
The elimination of commute time gives employees more hours in their day, which can be used for personal activities, relaxation, or spending time with family. This balance often leads to reduced stress levels and higher overall job satisfaction.
One significant drawback of working from home is the potential for feeling isolated, particularly for those who are extroverts. For introverts, this may actually be a pro, not a con. But for anyone, the absence of daily interactions with colleagues can lead to a sense of loneliness and detachment from the company culture.
This lack of social engagementcan be challenging for those who are used to these kinds of interpersonal connections. The absence of informal conversations and the camaraderie found in physical office environments may result in decreased job satisfaction and a sense of disconnection from team dynamics.
Prolonged isolated working from home has been associated with a range of health issues. This sedentary lifestyle can lead to serious medical conditions, such as slower digestion and physiological changes. Many individuals have witnessed a decline in muscle strength, energy levels, and overall health.
It also takes a toll on our mental health. Reports suggest a sharp increase in depression cases, as well as other psychological problems. Anxiety attacks and elevated blood pressure have become common symptoms of this isolated and sedentary lifestyle, significantly deviating from a healthy and balanced lifestyle.
Regular virtual social events or check-ins with one’s manager, or even in-person happy hours (if possible), can help maintain a healthy and inclusive workplace culture, even from a distance.
2. Distractions and home responsibilities
Working from home requires a high level of self-motivation and discipline. The lack of direct supervision and the informal nature of the home setting can lead to procrastination and decreased productivity for some individuals who may require a more structured environment.
Plus, the home environment, while comfortable, often comes with numerous distractions. From household chores to family members, it can be challenging to maintain focus. When faced with a complex work task, those dishes piled up in the sink suddenly seem like the fun task! Additionally, the blurred lines between personal and professional life may lead to increased stress, as work can encroach on family time and vice versa.
3. Communication challenges
Communication with team members can become more challenging, potentially leading to misunderstandings or delays in project completions.
In our State of Business Communication Report, face-to-face communication is the most preferred communication method in the work environment. Being physically present in the office allows for spontaneous interactions, water cooler conversations, and the opportunity to converse in person.
Employees also miss the stimulating conversations across departments that naturally occur in an office environment. These conversations lead to the exchange of ideas, cross-functional learning, and a deeper understanding of the organization as a whole.
Studies show that Zoom exhaustion is felt by remote workers and can have an impact on one’s mental and physical health. That’s why choosing the right form of business communication is beneficial in a WFH situation. You don’t even need a laptop. With a full-featured business phone app, employees can make and receive calls, attend conference calls, message colleagues, and stay online using their iPhone or Android.
Ultimately, the value of face-to-face interaction cannot be replicated by technology solutions. The non-verbal cues, body language, and spontaneous exchanges all contribute to more effective communication and stronger relationships.
4. Technology and costs
Remote work heavily depends on technology, which can sometimes be unreliable. Issues like internet connectivity problems or technical glitches can disrupt work. And when it’s just you at home, you don’t have the benefit of having the in-house IT person pop over to your desk to fix it.
Plus, although you may save on commuting costs, working from home has other costs. You’re responsible for your own internet costs, prolonged electricity costs, and sometimes costs for telecommuting technology. Typical work-at-home expenses also include desks, chairs, computers, network routers, scanners, etc. While you save in some ways, there are other types of costs to think about.
5. Difficulty with work-life balance
Remote work can sometimes lead to a poor work-life balance as the boundaries between ‘work time’ and ‘personal time’ become less distinct. This can result in working longer hours, difficulty in switching off after work, and a feeling of being constantly connected to work responsibilities.
One of the primary advantages of office work is the structured environment it provides. Regular work hours and a physical office space signals the brain that it’s time for professional tasks, helping to reduce distractions that might be present in a home environment. There’s no sneaking off to watch an episode of The Crown when you’re in an office!
The office setting generally provides a more consistent routine, with set hours for work and breaks, particularly if you have to stagger breaks with another employee.
Working in an office environment can help with time management in a few ways:
By adhering to strict schedules and deadlines, office employees learn the art of efficiently perceiving and using their time.
Taking concise yet necessary lunch breaks allows individuals to recharge while ensuring minimal disruption to their workflow.
The office routine establishes a structure that aids in streamlining task completion and enhancing overall efficiency.
2. Opportunities for collaboration and networking
Working in an office setting fosters collaboration and networking in many ways:
Face-to-face interactions with colleagues can spur creativity, quick problem-solving, informal networking, and the development of professional relationships. This environment is particularly beneficial for team-based projects and brainstorming sessions.
The physical presence of colleagues in an office setting makes it easier to engage in spontaneous conversations and brainstorming sessions. These interactions are not only quicker but often more effective compared to virtual communication, as they allow for immediate feedback, non-verbal cues, and a more personal connection.
Offices often host a variety of professional events, meetings, and casual get-togethers, providing ample opportunities for networking. Plus, employees are more likely to interact with members of different departments. These cross-departmental interactions can spark innovative ideas and collaborative projects that might not have been conceived in a remote setting.
And just being in an office immersed in the company’s culture can create a shared sense of purpose and belonging. This shared culture can foster collaboration, as employees feel more aligned with the company’s goals and values.
3. Access to resources and immediate support
Offices are typically equipped with essential resources and support systems that may not be available at home. This includes access to high-speed internet, office furniture and equipment, technical support, and some food and beverages. Not only that, but immediate access to supervisors or mentors for guidance can be invaluable.
Many managers are concerned because they’ve never had to manage a remote workforce. When working from an office, managers have a clear view of what team members are working on. They can go up and ask questions, have daily check-ins, and have whiteboarding meetings to make sure everything is on track.
That’s not the case when it comes to working remotely. Which is why having the right tools is critical for remote work success. We leverage a combination of great leadership and powerful communication tools to knock out big projects.
As a manager, you might have the desire to micromanage employees as they go remote. Instead, we suggest trusting people to perform until they prove otherwise. Employees want to do well; it’s your job to help them get there.
4. Clearer work-life boundaries
Despite the popularity of remote work, many employees struggle to disconnect when working from home. Up to a third of employees say they struggle to achieve work-life balance when working remotely.
The most significant factor is the physical separation between the workplace and home. Offices typically operate on a fixed schedule with designated start and end times. It’s easy to shut down your computer when you see fellow office workers start to pack up for the night, whereas when you’re at home, those workspace cues don’t exist.
There are significant social cues from the environment which signals to your brain that are in work mode. The office, with its professional setting and the presence of colleagues, serves as a constant reminder of the work context. These social cues help in maintaining a professional mindset, so the chances of personal life intruding into work time are minimized.
Plus, the act of commuting to and from the office serves as a transitional period, allowing employees to prepare for the workday ahead and then wind down afterwards.
5. Enhanced learning and professional growth
Being in an office environment can offer enhanced learning opportunities and professional growth. Regular interactions with experienced colleagues and exposure to different aspects of the business can provide valuable insights and learning experiences that are harder to replicate remotely.
For example, being in a physical office allows employees to learn by observing their peers and superiors. This can include everything from technical skills to professional behavior and workplace etiquette. Observing how others handle challenges, communicate, and manage their work can provide practical, real-world learning that is difficult to replicate remotely.
Feedback can be given immediately and directly, whether it’s during a meeting, a spontaneous conversation, or a formal review session. This immediacy accelerates learning and improvement, as employees can quickly understand and apply the feedback.
It’s also usually easier for employees to work together on projects and tasks, which allows individuals to share knowledge, brainstorm ideas, and learn from each other’s strengths and experiences. And staff members might have the opportunity to engage in a broader variety of tasks and roles, either formally or informally. This exposure can be a rich learning experience, contributing to a more well-rounded skill set.
Cons of Working in an Office
1. Commuting stress and time consumption
One significant downside of office work is the dreaded daily commute. Traveling to and from work can be time-consuming and stressful, particularly in areas with heavy traffic or limited public transportation options. A lot of people live outside of the city center where housing is less expensive, so commute times can easily be up to an hour in each direction.
This not only eats into personal time, but can also lead to increased stress and fatigue.
2. Less personal freedom and flexibility
Working in an office often means adhering to a strict schedule and dress code, which can limit personal freedom and flexibility. Some people simply aren’t cut out for being productive in the first couple of hours of the morning, but at a 9-5 job, you don’t usually have a choice. And others can’t stand wearing ties or formal business outfits. It’s much more comfortable working in a t-shirt and sweatpants!
Employees may also find it challenging to attend to personal matters such as doctor’s appointments or balance family responsibilities like a sick child with a rigid 9-5 work schedule.
In an office environment, there’s usually less autonomy in how tasks are approached and completed. Employees are expected to conform to the established norms and practices of the workplace, which can limit creativity and the ability to work in a way that best suits their individual style.
This lack of flexibility can be particularly challenging for those who thrive under more self-directed conditions.
3. Office politics and distractions
Office environments can sometimes be breeding grounds for politics and interpersonal conflicts. Have you ever sat in your cubicle trying to work while the people on either side of you bicker? Navigating complex relationships and office dynamics can be stressful and may detract from an employee’s focus and job satisfaction.
And if you work in an office with an open-floor plan, which was designed to foster collaboration, it can often lead to more interruptions. These frequent interruptions can disrupt the flow of work and reduce efficiency.
In fact, a study conducted by UC Irvine found that a typical office worker is interrupted every 11 minutes. If that wasn’t bad enough, it takes 25 minutes to get back on task. Yikes. That’s a big hit to employee productivity.
4. Limited control over work environment
In an office, you don’t have a choice about the physical work environment, such as the open-floor plan. One office space generally does not suit everyone’s preferences. Employees often cannot choose their desk location, and being assigned the desk next to the kitchenette or bathrooms can be very distracting.
For some, the open floor is an ideal way to work. But for others, the myriad of simultaneous conversations, a noisy coworker and hum of the air conditioner can be off-putting.
The constant visual stimulation, such as people walking around, bright lights, or even the decor can be overwhelming for some individuals. This can lead to sensory overload, affecting mental well-being and productivity.
And even the temperature can have two employees vying over the thermostat all day long. Try typing out your report when the AC is on high and your fingers are icy!
5. Potential health impacts
Working in an office, especially in a sedentary position, can have health implications, such as strain from prolonged sitting or exposure to poor air quality. Additionally, shared spaces can increase the risk of illness, particularly during flu season or health outbreaks.
Conclusion: Finding the Right Balance
The decision between working from home and working in an office depends on a multitude of factors, each carrying its own set of pros and cons. The key lies in finding a balance that best suits individual needs and preferences, as well as the requirements of the job.
For some, the flexibility and comfort of working from home may outweigh the isolation and potential distractions. For others, the structured environment and collaborative nature of office work might be more conducive to productivity and professional growth. In many cases, a hybrid approach, combining elements of both, could be the optimal solution.
The team at Nextiva works remotely, and we’ve realized even more notable productivity gains from our cloud phone system to accelerate the shift from the office to working from home. Nextiva can help your company boost productivity with a single communications solution.
The cloud phone system built for remote teams.
Move your current PBX to the cloud or get a hosted VoIP system with superpowers. Nextiva is your destination for flexible, remote VoIP solutions.
These benefits can vary depending on individual circumstances and the nature of the work, but here are some of the most commonly cited advantages of remote work life:
Flexibility: One of the biggest advantages is the flexibility in scheduling. Employees can often set their own hours, allowing them to work when they are most productive and balance personal responsibilities, like childcare or appointments. No Commute: Eliminating the daily commute saves time and money, and reduces the stress associated with traffic or public transportation. This can also have a positive environmental impact due to reduced carbon emissions. Improved Work-Life Balance: Working from home can make it easier to balance professional and personal life. This can lead to greater overall satisfaction and reduced stress levels. Increased Productivity: Many people find they are more productive when working from home, due to fewer office distractions, less office politics, and a personalized, comfortable work environment. Cost Savings: Working from home can lead to significant savings on commuting costs, work attire, and often on food, as home-cooked meals are generally less expensive than eating out or buying lunch. Customizable Work Environment: Employees can set up their workspace as they prefer, which can lead to increased comfort and efficiency. Reduced Office Expenses: For employers, remote work can mean reduced costs in terms of office space, utilities, and other overheads. Access to a Wider Talent Pool: Employers can hire the best talent regardless of geographic location, leading to more diverse and skilled teams. Less Exposure to Illness: Especially relevant in the wake of the pandemic, working from home can mean less exposure to contagious illnesses, which is beneficial for both employee health and overall public health. Better for the Environment: Remote work can reduce the environmental impact by decreasing the number of commuters, thus lowering emissions and reducing a company’s carbon footprint. Greater Autonomy: Working from home often gives employees more control over their work, which can lead to increased job satisfaction and a sense of empowerment. Opportunity for Healthier Habits: The flexibility can allow for more time to exercise, prepare healthier meals, and follow a more balanced daily routine.
How can I stay productive while working from home?
Here are some valuable tips to maintain productivity if you work remotely:
Create a structured routine: Establish a clear plan for each day and stick to it. This will help you stay focused and complete your tasks efficiently. Maintain a sense of separateness: Designate a designated workspace in your home and treat it as your dedicated office area. This will help create a mental separation between your personal and professional life, enhancing your productivity. Minimize distractions: Identify potential distractions in your home environment and take steps to minimize them. This could include setting boundaries with family members or implementing strategies to limit interruptions. Leverage technology: Use tools and software that enhance remote collaboration and communication. These tools can help you stay connected with your team and streamline workflows. Take regular breaks: Remember to give yourself short breaks throughout the day to recharge and avoid burnout. This will help maintain your focus and productivity levels.
Are there any downsides to working from home?
Prolonged isolated remote work has been associated with a range of negative effects, including decreased physical activity and various mental health issues. Due to the absence of regular physical movement involved in commuting to an office, many individuals have witnessed a decline in muscle strength, energy levels and overall health. This sedentary lifestyle can also lead to serious medical conditions, such as slower digestion and physiological changes. There can also be an increase in depression, anxiety attacks and elevated blood pressure from an isolated and sedentary lifestyle, significantly deviating from a healthy and balanced lifestyle.
Is working from home more stressful?
Remote working from home can be more stressful because:
Blurred Work-Life Boundaries: Not having an in-office nine to five schedule can blur the lines between work and personal life, potentially leading to longer than normal working hours and difficulty in disconnecting from work. Isolation: Lack of social interaction and feeling isolated can be stressful for those who thrive on direct personal contact with colleagues. Home Distractions: Family responsibilities, household chores, and other distractions at home can add to stress. Overworking: There’s a tendency to work more to prove productivity, which can lead to burnout. Also, not everyone is disciplined enough to take lunch and other rest breaks at home
How can I maintain better work life balance when working from home?
Here are some strategies to help you achieve a better balance:
Set Regular Work Hours: Establish a routine with clear start and end times for your workday. Stick to this schedule as much as possible to separate work time from personal time. Create a Dedicated Workspace: Designate a specific area in your home solely for work. This physical separation can help mentally differentiate between work and personal life. Take Regular Breaks: Schedule short breaks throughout the day to step away from your work. Use this time to relax or engage in non-work-related activities. Set Boundaries with Household Members: Communicate your work schedule to others in your household to minimize interruptions and ensure they respect your work time. Limit After-Hours Work: Avoid the temptation to continue working outside of your set hours. Turn off notifications and close your work-related apps and emails after hours. Use a To-Do List: Prioritize your tasks with a to-do list. This can help you stay focused during work hours and feel accomplished at the end of the day, making it easier to disconnect. Exercise and Stay Active: Incorporate physical activity into your daily routine. Exercise can reduce stress and improve overall well-being. Practice Self-Care: Make time for activities that relax and rejuvenate you, such as reading, hobbies, or spending time with loved ones. Stay Connected Socially: Working from home can be isolating, so it’s important to maintain social connections, whether it’s through virtual hangouts with colleagues or spending time with family and friends. Use Technology Wisely: Leverage technology to stay organized and efficient, but be mindful of digital overuse. Unplugging from digital devices during personal time can be beneficial. Take Vacation Time: Don’t hesitate to use your vacation days just because you are working from home. Time off is crucial for your mental well-being.
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ABOUT THE AUTHOR
Jeremy Boudinet
Jeremy Boudinet was a senior brand manager at Nextiva, co-president at AA-ISP Phoenix, and a published writer for Time, Entrepreneur, Inc, The Daily Muse, and PopSugar. Today, he heads up growth for Ubiquitous, an influencer marketing agency. He has been giving the people what they want since '86. Connect with him to…
As a call center manager, there are times when your team’s performance might not hit the mark.
You’ve hired talented people, yet many of your team members seem disengaged or aren’t reaching their potential. Your employees may be suffering from call center burnout. It’s a problem that’s intensified with companies shifting to remote work during the pandemic.
According to Gallup’s State of the Global Workplace report, not engaged or actively disengaged employees cost US companies approximately $1.9 trillion.
Whether you’re an experienced or newer contact center manager, knowing how to identify agent burnout can help support your team, save costs in lost productivity, and keep employees engaged.
Read on to learn more about how you can navigate call center burnout and reignite your team.
What Is Call Center Burnout?
Call center burnout is defined as physical, emotional, and mental exhaustion from prolonged stress, usually work-related.
For call center agents, this stress builds from demanding performance quotas, difficult customer interactions, long working hours, and little control over high workloads.
Add on isolation and lack of boundaries in remote settings, and burnout creeps over workers, draining their capacity for empathy, decision-making, and effectiveness.
An SQM report found that over 63% of call center agents experience burnout, contributing to a 30-50% annual turnover rate. The cost of replacing and retraining workers is estimated to be 30-50% of an employee’s annual salary.
With nearly 3 million call center agents in the US alone, burnout remains a systemic issue no company can afford to ignore.
Statistics from a Gallup study revealed that a significant 76% of workers experience burnout at some point, with 21% facing it very often.
While burnout can happen in many professions, call center agents are among the hardest hit for reasons that have worsened during the pandemic’s remote shift.
Isolated without camaraderie and lacking separation between work and life, agents juggle endless calls, messages, emails, and other digital tools — all while meeting strict efficiency metrics and facing emotionally draining customer situations.
Call center burnout has become ubiquitous across roles, industries, and demographics.
What Causes Call Center Burnout?
Despite how common burnout is, it’s essential to understand why it happens. Microsoft reported on workplace trends, where Dr. Mary Donohue, a social scientist, concluded the following:
“The exhaustion we’re feeling can be blamed on the speed and urgency of virtual work. In-person conversations give our brains a chance to assess things like tone, social cues, and body language to make meaning. But technology can create digital static: ‘the gap between what you try to communicate online and what the person receiving the message understands.”
Dr. Mary Donohue
Founder of The Digital Wellness Center
Looking at call center work, this “digital static” leads to higher rates of burnout in the profession. Contact center staff must be available for customers more than ever.
A company’s contact center software adds to the stress by rotating between several tools and data sources. This inefficiency contributes to a poor work-life balance and high anxiety, overworking, and exhaustion.
Here are some common causes of call center burnout:
1. Long hours and overworking
Many call centers have shifted to remote work so employees can work anywhere.
However, remote employees often feel pressure to work longer hours to cater to the always-on needs of today’s multi-channel customer experience. As call volume and hours mount, customer satisfaction scores tend to decrease among overworked employees.
According to Indeed’s 2021 Employee Burnout Report, 38% of remote employees feel pressure from managers to work more hours, while 21% feel pressure from customers. Working longer hours with less downtime is a recipe for employee burnout.
2. Digital overload
Virtual call center employees must adapt to a barrage of new business software and communication tools. Since the pandemic, time spent in meetings has more than doubled, chats per week are up 45%, and after-hours chats have increased 42%.
Analysis of collaboration activity across Microsoft 365 tools from February 2020 to February 2021
Despite the higher volume of unstructured meetings and messages, half of employees respond to chats within five minutes. With frantic workdays and enormous expectations placed on remote staff, it’s no wonder burnout levels are rising.
3. High call volumes and rude customers
Frontline call center agents must resolve a wide range of customer issues daily. Immersion in customers’ emotions and struggles can become emotionally exhausting, especially at high call volumes.
While strong customer service skills can turn around most uncooperative customers, hearing angry voices day after day taxes employees.
Leaders should acknowledge the taxing nature of frontline work and support staff appropriately.
4. Strict policies and micromanaging
Extensive schedule tracking, handle time monitoring, and customer service QA make call center employees feel constantly watched. This atmosphere erodes morale and trust in leadership.
Employees perform better when given autonomy over task completion.
5. Repetitive, scripted interactions
Call center work tends to involve having the same conversations and answering the same questions over and over. The lack of variety and creativity can lead to boredom and fatigue.
6. Lack of resources and technology
Smooth telework relies on updated, cloud-based technology. However, the rapid shift to remote work has left many employees without the right tools.
Outdated systems lead to disjointed customer experiences, which frustrates call center staff tasked with bridging the gap.
7. Insufficient support and coaching
Pressure to hit metrics can make call centers competitive or even hostile work environments.
Call center employees need positive feedback and incentives to stay motivated. Remote staff also require intentional team-building to avoid isolation.
When call volumes spike or difficult issues arise, agents need managerial support. Without enough coaching or backup, agents can feel overwhelmed.
With contact centers operating remotely, managers may not realize when frontline staff are struggling. Call center leaders should watch for these warning signs of burnout in agents:
1. Fatigue and work avoidance
Exhaustion and trouble sleeping are key symptoms of burnout. Physically worn-out employees may also experience deteriorating health alongside mental strain.
Burned-out staff are 63% more likely to take sick days according to Gallup. While occasional absences aren’t concerning, patterns of absenteeism merit attention.
Leaders should also note if employees consistently sign on late, leave early, take extra breaks, or skip team events.
2. Hopelessness and irritability
Call center agents experiencing burnout often feel pessimistic, hopeless, or quick to anger. If employees seem more prone to conflict or mood swings, investigate potential stressors.
3. Declining performance
Burnout frequently corresponds with reduced productivity and careless mistakes. While burned-out staff are unlikely to seek help, managers should proactively address performance changes through supportive check-ins.
4. Turnover
Burned-out employees are also six times more likely to quit than satisfied staff. Monitor turnover rates and exit interview feedback for signals of systemic issues.
High attrition damages organization morale and budgets. The remaining team members may feel overburdened training new hires who soon leave. Prioritize cultural improvements to retain talent.
Other red flags include withdrawal from colleagues, cynicism, lack of engagement, and difficulty concentrating. Leaders should check in with any employee exhibiting multiple worrisome behaviors to show support.
Recognizing that employees are experiencing burnout is the first step.
Preventing call center burnout is a shared responsibility. By working together, employers and employees can create a healthy and supportive work environment that helps everyone thrive.
“Impromptu encounters at the office help keep leaders honest. With remote work, there are fewer chances to ask employees, ‘Hey, how are you?’ and then pick up on important cues as they respond. But the data is clear: our people are struggling. And we need to find new ways to help them.”
Jared Spataro
CVP at Microsoft 365
⏳Encourage regular breaks
Allowing for short breaks throughout the day is vital for call center employees to mentally reset. Build breaks into the schedule, such as a 10-15 minute break every 2 hours.
Also, have supervisors regularly remind reps to step away to get a snack, stretch their legs, or briefly chat with a coworker. Getting up from the desk, even for a few minutes, can help prevent burnout over long shifts.
In addition, consider offering slightly longer meal breaks, such as 45 minutes instead of 30. This extra time goes a long way in allowing reps to fully recharge their focus and energy before tackling the second half of their shift. Make sure break areas are comfortable with access to food/beverages.
✅ Promote workplace wellness
Consider offering short workplace wellness activities during the workday, such as group stretch breaks or mindfulness sessions.
You can bring in an instructor or have wellness champions lead 5-10-minute sessions right on the call center floor. Getting the team to stand up, move around, and focus on breathing/stretching helps boost energy and engagement.
Also, create spaces near the call center for employees to relax and recharge on breaks.
Designate an outdoor area with seating as a “breathing zone” or convert an empty office into a wellness room with yoga mats, calm lighting, and decor. Having access to quiet spaces to meditate or do light exercise can help greatly in coping with daily stress.
🤝 Foster team building and social connections
Call center work can be isolating, staring at a computer screen all day with minimal interaction.
Promote more social connections between employees through team-building activities, group lunches, employee events committees, and mentor programs.
Carve out time each week for structured opportunities for employees to talk together, collaborate, and build rapport.
Consider redesigning the office layout to facilitate more natural interactions, like creating open lounge areas with comfortable seating. Build in rotating schedules for groups of reps to participate in “no-phone Fridays” where they work together on special projects without being on the phones all day.
Strengthening social bonds between coworkers goes a long way in making the environment more welcoming.
📝 Offer personalized training and development plans
Provide each employee with clearly defined training goals and career development plans, customized to their strengths and interests. Give them agency in determining what skills they want to build next. Arrange for them to cross-train across different departments or shadow leadership roles they aspire towards.
Also, bring in experts to provide specialized training programs around topics like coping with stress, effective communication tactics, time management, and working with difficult customers.
Employees will feel more confident and capable of handling the demands of the job if given access to regular professional development opportunities.
🎊 Recognize and reward employees
Implement structured recognition programs to regularly acknowledge employees who go above and beyond.
Have team leaders identify reps to call out each week in team meetings for their accomplishments and dedication. Establish peer-to-peer programs for employees to nominate one another for monthly rewards.
Consider creative reward options — provide gift cards for coffee shops, movie theaters, restaurants, etc. Or surprise reps by randomly providing breakfast spread or snack baskets.
Find simple yet meaningful ways to show employees their efforts are valued and make a difference. Public praise and nominal rewards boost morale and make the workplace culture more uplifting.
🖥 Empower with technology and choice
Repetitive tasks drain energy. Implement automation tools for routine processes, giving agents more time for complex interactions.
Offer flexible scheduling options so they can adjust to personal needs and maintain control over their workday. This reduces stress and fosters ownership, combating the feeling of being stuck in a monotonous grind.
Shifting to a cloud call center platform enhances the reliability of a virtual workforce. With calls and chats handled by agents, customers can avoid long wait times and get the help they need.
Contact center software allows managers to track call volume and agent performance easily.
Automated customer service can lighten the workload and enhance the customer experience. As a result, employees can give each customer a higher level of attention and care. In addition, agents have more enjoyable customer interactions instead of being overloaded with tasks.
🔎 Survey regularly and make improvements
Check in often with employees to assess their satisfaction levels and pinpoint areas for workplace improvements.
Conduct regular surveys, pulse checks, and focus groups to understand the challenges employees face. Solicit their honest input on what types of additional support or resources would prevent burnout.
Then, follow through on making enhancements based on their feedback – update technologies and equipment, amend schedules, and improve training.
Closing the loop by keeping employees informed on changes being implemented builds trust and shows that leadership is responsive to employee wellbeing. This visibility into constant improvements reassures staff that preventing burnout is an ongoing priority.
How To Support Burnt-Out Agents
When talented, hardworking agents become emotionally exhausted, disengaged, and feel they lack support, it hurts morale, productivity, and retention. As managers and leaders, you need to aid those struggling with burnout and restore their well-being.
Implementing small but impactful policy changes and support resources can give agents the respite, skills, and resilience to bounce back.
Encourage time off. Allowing agents to take vacation days or mental health days can give them much-needed rest and relief from job stress. Make sure time off requests aren’t discouraged or denied unless necessary.
Offer workload flexibilities. See if temporary workload reductions or schedule changes could be implemented. For example, switching an agent to part-time or allowing a less demanding position for a period can remove pressure. Make it clear these options won’t negatively impact their standing.
Provide coaching/mentoring resources. Assign struggling agents a dedicated, supportive leadership contact to check in, troubleshoot issues, and provide coaching. Also, consider a peer mentoring program so agents can get advice and encouragement from colleagues who have dealt with and overcome burnout.
Promote stress relief activities. Boost morale and reduce anxiety by organizing office activities like bringing in a therapy dog for employees to play with on break, setting up a “quiet room” for relaxation techniques, or establishing walking clubs before/after shifts. Show that stress relief is valued and priorities self-care.
Address Burnout Before It’s Too Late
Burnout happens in every industry, but the relentless emotional strain of customer-facing roles makes it especially prevalent among call center staff. That’s why managers must make addressing burnout a priority — the human, financial, and operational costs are too high to ignore.
Mitigating the conditions that lead to burnout retains top talent, bolsters morale, enhances employee engagement, saving thousands in recruiting and retraining new staff.
People on both sides of the phone contend with intense stress — agents must placate angry customers, then face stats-focused managers pressuring them to do even more. This pressure-cooker environment risks compassion fatigue.
However, engaged, energized employees provide better, more empathetic customer service. In turn, happier customers promote positive word-of-mouth and loyalty.
The solutions lie in communication, compassion, and a culture that puts people first. Though call volume targets and efficiency matter, leaders must balance business needs with reasonable workloads, appropriate scheduling, and praise for staff who go above and beyond.
Make agent sanity, satisfaction, and growth the priority — both moral and fiscal incentives demand it. Tackle burnout now, or risk an empty, unmotivated workforce.
Ken McMahon leads Customer Success for Nextiva. His 25 years of experience leading various aspects of the customer experience including professional services, customer success, customer care, national operations, and sales. Before Nextiva, he held senior leadership roles with TPx, Vonage, and CenturyLink. He lives in Phoenix with his wife and two children.
As companies increasingly transition to cloud-based business communication solutions, understanding the differences between UCaaS vs CCaaS is important.
If you’re in the market for a new solution to replace your PBX, call center software or both, these two essential tools can have a significant impact on your organization’s efficiency and customer satisfaction.
In this post, we’ll compare Unified Communications as a Service and Contact Center as a Service, exploring their differences and similarities through their features, benefits, and use cases.
What Is UCaaS?
UCaaS stands for Unified Communications as a Service.
Let’s break this acronym down for you:
Unified Communications (“UC”) is a suite of communications services such as phone, chat, and video conferencing. It enhances productivity and provides ways to interact across different communication channels.
As a Service (“aaS”) is the delivery model for cloud service and software. You may have a physical phone system stored in your office or server room. This is called “on-premises” and is the common/legacy way to deliver phone services for your business. Unlike Software as a Service (SaaS), UCaaS is exclusive to communication tools and APIs.
Instead of buying a physical phone system, UCaaS software is delivered via the cloud. This way, you can subscribe to the features and services you need.
Instead of installing equipment you might one day use, you get access to everything you need now. Adding on or upgrading is always possible, in addition to upgrading to a different pricing tier.
Think of it as the shift from videotapes and DVDs to Netflix and Disney+. That’s “as-a-service.” When combined, you get UCaaS solutions. Unified communications are delivered like a subscription model.
These are all examples of phone systems that may have unified communications components. But they don’t all offer UCaaS services.
Some UCaaS vendors include those with a past in unified comms, but others are cloud-first. It’s those that specialize in the as-a-service model that offer scalable, flexible solutions that can quickly adapt to your changing business needs.
The benefits of UCaaS involve increased productivity and a better way of communicating. This includes both internal and external communications:
From an internal point of view, everyone uses the same app to chat, call, and host meetings. Within this app, you get features (like screen sharing and call recording) that take your phone system from a call maker to a productivity enabler.
From an external point of view, UCaaS upgrades existing phone system functionality to include modern cloud features. Businesses are able to field more calls and have better visibility of their communications estate.
Benefits of cloud options for unified communications (UCaaS) include:
CCaaS, which stands for contact center as a service, is a software solution that connects all customer contact channels into a single interface. CCaaS is the next step up from call centers and allows you to communicate with customers via phone, SMS, or chat, all from one platform.
Much like a virtual call center, your agents get an interface to make, receive, and manage calls. On top of this, they also get access to other contact channels like email, web chat, SMS, and social media.
This is called multichannel — which means you can service customers on the channels they use rather than forcing them to call you.
Why is this important? People are busy, they have preferences, and they want to reach you in the most convenient and a hassle-free manner.
That may still be a traditional phone call. But that’s not to say the current and next generations will agree. When it comes to a preferred communication channel for their customer service inquiries:
41% of customers prefer live chat support
32% prefer to use the telephone
23% prefer to use email
3% prefer to reach out to companies on social media
Diversifying your contact channels is a no-brainer. And that is precisely what multichannel cloud contact centers do.
For example, Nextiva’s cloud contact center helps enhance customer service. There’s no compromise regardless of the channel a customer interacts on. As smart routing technology combines with multi-channel contact handling, an agent does not experience extra hold time.
Much like the benefits of UCaaS, CCaaS solutions introduce better and more productive ways to communicate, but with CCaaS, there’s a focus on agent-to-customer communication.
From an internal perspective, CCaaS platforms enhance operational efficiency and productivity by streamlining workflows and automating tasks, while also offering scalability and cost savings by reducing the need for physical infrastructure.
From an external perspective, they improve customer experience through personalized and efficient service, and provide detailed analytics, aiding in understanding and meeting customer needs more effectively.
Benefits of CCaaS platforms include:
Multi-channel support (email, web chat, SMS, social media) enables serving customers on their preferred platforms. There’s no more holding in long queues or having to repeat themselves when they get through to an agent who’s never spoken to them before.
Cloud-based integration with CRM means you can share data between your agent desktop and your CRM or other line of business applications. This empowers agents to provide a personalized customer experience like never before.
Data-triggered analytics predict actions and inform changes. There is no more gut-feeling shots in the dark when trying to improve KPIs and metrics. You can make data-backed changes or have the technology look after that for you.
Intelligent virtual agents handle routine, high-volume calls, freeing human agents for more complex tasks where personal interaction is valuable.
CCaaS is a cloud subscription model, which eliminates the need for on-site equipment (except forheadsets), reducing physical infrastructure requirements.
The history and evolution of CCaaS
Contact Center as a Service has evolved over time due to technological advancements and the ever-increasing demand for cloud-based solutions.
In the past, traditional contact centers relied on on-premises infrastructure and hardware, which limited their scalability, flexibility, and cost-effectiveness. However, as technology progressed, the concept of CCaaS emerged to address these challenges.
The evolution of CCaaS can be attributed to the advancement of cloud communications technology. Cloud-based solutions have transformed various industries, including communication and customer service, by offering enhanced capabilities and streamlined operations.
As the link between UCaaS and CCaaS grew stronger, further advancements in CCaaS were witnessed. UCaaS, another cloud-based solution, focuses on integrating various communication channels, such as voice, video, messaging, and collaboration tools. This integration with UCaaS providers enables contact centers to offer a seamless and holistic customer experience, leading to improved customer service delivery.
The history and evolution of CCaaS showcase a shift from traditional on-premises contact centers to cloud-based solutions. With the continuous pace of technology, CCaaS is expected to continue evolving, further enhancing contact center operations and driving higher customer satisfaction in the future.
Nextiva acquired Thrio, an all-new contact center platform that brings with it a ton of new features and capabilities, such as AI contact center functionality, sentiment analysis, extensive integrations, a global footprint, among others.
The Differences Between UCaaS and CCaaS
In a nutshell, the difference between UCaaS and CCaaS solutions is that:
UCaaS provides a suite of communication tools like phone, messaging, and video conferencing for internal business communications.
CCaaS is focused on enhancing customer interactions with a business through communication channels like live chat, social media, voice calls, and SMS.
Here’s a high-level overview of the differences between UCaaS and CCaaS.
UCaaS (Unified Communications as a Service)
CCaaS (Contact Center as a Service)
Primary Focus
Connecting team members (internal business communications)
Connecting customers to a business (external business communications
Key Features
Voice calling, messaging, video conferencing, file sharing
Businesses looking to modernize their communication infrastructure
Businesses aiming to improve service quality, efficiency, and customer satisfaction
5 Key Differences of UCaas and CCaaS
To help you better understand the differences between UCaaS and CCaaS, here are five key differences described in more detail.
1) UCaaS focuses on internal communication services
While also including PSTN connectivity, UCaaS platforms streamline your internal communications processes.
Long gone are the days when you call a colleague, leave a voicemail, and not hear from them until you bump into them in the break room. Instead of losing time trying to get hold of them, you can check their presence status (available, busy, DND, offline) before calling them.
Or if you don’t need their voice, send them an instant message. This could be to check if they are available or it could be because you can get what you need without disrupting their workflow.
When real-time communication is needed, you can turn that instant message into an audio or video call.
2) CCaaS focuses on communication with the customer
CCaaS helps streamline workflows to move your customers down the path of least resistance and serve them where they hang out.
While speed alone is not the goal of any customer service team, when you can solve problems efficiently, you provide a better customer experience.
Sometimes, you can use UCaaS solutions to run a basic call center if you only need a call queue. Callers can choose which option they need and get routed through to a user configured in that call group. But when you’re offering several inbound channels to contact you, CCaaS comes into its own.
Instead of only offering a phone number for your technical support team, CCaaS enables you to offer live chat on your website, customer support emails from a skilled agent, and direct contact via the social media channels they use.
People are busy. Nobody wants to wait in a queue when they have an easier option.
Here, we’re talking about ensuring that cross-channel conversations get connected. No matter which channels your customers use or whether they switch between several, all interactions and information gets shared between agents.
This means there’s no longer the scenario where someone chats on your website, emails to follow up, and then calls the next day, but the agent doesn’t have track of the previous conversation.
Some service providers only support multi-channel. And while multi-channel may be suitable for some businesses, serious CCaaS providers will offer both multichannel and omnichannel contact center options.
4) UCaaS tends to be ready to use out of the box
Aside from putting phone numbers and names together, UCaaS platforms are plug-and-play. Except there is rarely anything to plug in!
Unless you want a handset, you just download to your desktop or mobile app, and your software is pre-loaded with call functionality and collaboration features.
CCaaS, on the other hand, sometimes needs custom configuration so you can tailor available channels and call routing to streamline your customers’ journeys. When you spend time finding the optimum path, customers have a better experience.
5) CCaaS offers unlimited customization
When you first implement a CCaaS solution, it doesn’t have to be your final answer. What you configure today might not be exactly how your customers want to access your teams.
And that’s okay. Each customer interaction provides data that helps you decide what to do next and what to change.
The best CCaaS software includes automation and integrations that can help agents serve customers better. The best customer experience is the one that is continuously improved.
When you set specific KPIs, reports show what you need to change and where workflows are becoming congested.
The Similarities Between UCaaS and CCaaS
As both are communication technologies and both get deployed via the cloud, there are many similarities between UCaaS and CCaaS.
Both UCaaS and CCaaS include the following:
Cloud-based technology
As-a-service deployment models
Both improve external communication
Ability to integrate both platforms and apps
Ability to scale up and down users when needed
Desktop and mobile apps to control calls and collaboration
With those similarities in mind, the big question is whether you need UCaaS or CCaaS.
Do You Need UCaaS or CCaaS?
Deciding whether you need UCaaS or CCaaS isn’t quite like choosing red or blue. There are several factors that come into play.
As you were reading this blog post, you will have identified which components are most needed in your business. Here’s a handy break-down of both:
Choose UCaaS when:
Choose CCaaS when:
Your focus is streamlining internal communications
Your focus is improving your customer’s experience
You want to collaborate with peers better
You need to upgrade your call center to multi-channel
You don’t field queries from customers
You don’t need to improve internal communications
In all likelihood, you might need both. But does that mean you need a separate UCaaS and CCaaS solution? It might. But if you choose the best solution in each category, you may end up with disparate solutions that don’t talk to each other.
Nextiva is unique in that it offers a single source for both UCaaS and CCaaS platforms.
When you integrate UCaaS and CCaaS, everyone benefits. By combining apps, your frontline agents have access to subject matter experts, and all data gets passed between apps. There’s no disconnect, and both internal and external communications improve together.
The ultimate communications platform
Discover why top brands scale their orgs faster with UCaaS and CCaaS together.
CPaaS (Communication Platform as a Service) differs from CCaaS (Contact Center as a Service) primarily in its implementation and usage.
CPaaS provides APIs, allowing businesses to integrate new communication functions directly into their existing applications.
CCaaS offers a complete, ready-to-use software application that includes various communication features.
For example, a company using CPaaS might integrate text messaging functionality into their existing customer service app using an API. This allows them to send text messages directly through their app. On the other hand, a business using CCaaS would use a pre-built software platform that already includes SMS, call handling, and other communication features, without needing to integrate these into an existing system.
What are the differences between CCaaS and on-premises contact centers?
Cloud-hosted contact centers offer favorable pricing, scalability, and feature capabilities that on-prem contact center software can’t deliver. Here are some facts to consider:
– COSTS: Full CCaaS costs, on average, $1,356 per agent per year, while on-premises contact center software costs $2,104. CCaaS offers cost savings compared to on-premises solutions. – CHANNELS: On average, organizations with cloud-based contact centers have 6.31 channels, while on-premises contact centers have 4.71 channels. CCaaS provides more interaction channels compared to on-premises solutions. – COMPLEXITY: CCaaS helps organizations manage IT investments and hardware by having service providers handle these assets. This eliminates the need for organizations to allocate time and resources to managing and maintaining them. CCaaS facilitates compliance by allowing for easier implementation of hybrid architectures alongside existing, on-premises contact centers. This integration helps organizations adhere to compliance requirements. – MANAGEMENT: Cloud contact centers offer a more user-friendly interface and easier administration compared to both hardware and hosted contact centers. The cloud-based nature of CCaaS also provides increased flexibility in terms of features and upgrades without the need for extensive hardware changes.
How are UCaaS and CCaaS used by businesses?
UCaaS has much larger adoption and usage for its vast functionality for most people. It’s typically used for inter-office communications between employees. It’s particularly popular among businesses seeking to improve collaboration and streamline communication processes. It integrates various communication tools such as VoIP, video conferencing, instant messaging, and email into a single platform, facilitating collaboration among employees.
CCaaS has seen a rapid adoption among businesses focused on customer engagement and support, especially in industries like retail, banking, and telecommunications. CCaaS is primarily used in customer service settings. It provides tools for call centers like interactive voice response (IVR), call routing, and analytics. It’s tailored for managing customer interactions.
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ABOUT THE AUTHOR
Dominic Kent
Dominic Kent is a content marketer specializing in unified communications and contact centers. After 10 years of managing installations, he founded UC Marketing to bridge the gap between service providers and customers. He spends half of his time building content marketing programs and the rest writing on the beach with his dogs.
You can learn a lot from a single sales or customer service call.
When listening back to the recording, you can discover what drove the customer to get in touch, what pain point they needed to resolve, and how your team or the contact center handled the call.
You can gain invaluable insights into your overall customer experience and spot new key opportunities for everything from business improvement to product development.
Recording customer service calls can help you improve the customer experience, your contact center training programs, and even the business itself. Knowing how and when to record customer service calls is the first step.
Why Should You Record Your Customer Service Calls?
Call recordings offer diverse benefits for multiple departments and may improve workflow for customer service, sales, marketing, and more.
Gain customer insights and feedback
Call recording playback can provide invaluable insights for your business.
Your customers’ needs, preferences, and pain points.
The competitors your customers are considering.
Any customer objections, including price, product functionality, or contract terms.
Customer opinions about your brand or product.
Customer service call recordings can offer many similar insights, and they can also help you determine the following:
What their experience with your brand or product is like.
What concerns or negative experiences they may have.
Where your product or service could be improved.
This information can help refine products, services, and the customer experience overall.
Call recordings are commonly used to collect and distribute feedback throughout the entire company, including product, sales, marketing, and other customer-centric teams.
Achieve call center quality assurance
Call centers are valuable partners for many businesses, but it’s important to monitor call center performance regularly to ensure that your customers are receiving the kind of experience you want to create for them.
For this reason, many call center phone systems have call recording as a built-in feature, allowing businesses to access not only phone logs but also the actual recordings.
Someone from your business can review these recordings to identify where representatives may need additional training or where you can modify scripts. In the process, call center quality assurance practices can maintain and improve customer service standards.
Guard against costly customer disputes
The old saying, “The customer is always right,” is great in theory, but doesn’t always work out in practice. Customers are sometimes wrong and, sometimes, they intentionally lie.
Call recordings of customer phone conversations provide legal protection for your business, particularly when you need hard proof of what was discussed or agreed upon.
Some industries may require call recording, and adhering to those requirements is essential.
Demonstrate real calls for team training and development
Real calls are often used for training new and existing employees. They can demonstrate effective communication and problem-solving without the need for shadowing star employees, which may only slow them down.
Managers often listen to random samples of their team’s calls to monitor performance and look for growth opportunities. Call recordings may also be used in employee performance reviews, where the manager notes commendable reviews or points out areas for potential improvements.
3 Benefits of Using VoIP for Recording Customer Service Calls
VoIP phone systems often have built-in call recording features, making it easy for businesses to track calls made to and by their service reps.
1. Boosted efficiency and scalability
VoIP systems seamlessly integrate with your existing customer service platforms, automating recording and eliminating the manual setup or data transfer processes. When combined with automatic call recorder features, these integrations make it nearly effortless to record business calls.
You can easily scale recording capabilities as your business grows without needing heavy investments in new hardware, as the data storage is all digital.
And, since everything is available through the internet, you can listen to recorded calls from anywhere you can get a signal. This significantly improves collaboration potential and boosts remote work flexibility.
2. Improved customer service and security
VoIP phone systems are well known for high audio quality during business calls, and that quality carries over to audio recordings, too.
Capture high-quality audio for accurate recording analysis, which can be used for the following purposes:
Ensure clear records for dispute resolution if your business needs it.
Assess overall agent performance and provide training where needed.
Ensure that all customer service agents adhere to your company’s standards.
Assess customer language and tone to understand overall call sentiment.
Personalize future interactions based on the initial customer call to boost customer satisfaction.
It’s also worth noting that a customer with secure data is a happy customer. VoIP systems allow you to store recordings with advanced encryption and access controls, putting data privacy front and center.
3. Unlocked data-driven insights
Call recordings provide clear insights from qualitative data.
You can better identify patterns in customer pain points, particularly regarding recurring issues, and spot real opportunities for improvement that can directly impact CX overall.
You can also better track key metrics such as call duration, resolution rate, and customer satisfaction when you can hear the solutions playing out in an audio file.
Call recordings provide insights into your target customers’ needs so that you can proactively address potential issues. These insights are concrete and actionable and have the potential to increase customer satisfaction and retention.
How to Record Customer Service Calls
When using a VoIP phone system, there are typically three different options for recording customer service calls.
Automatic recording: Configure your phone system or call center software to record one or more agents’ phone calls. This is useful for previous call reviewing, call center coaching, and CX improvement programs. It takes the hassle out of call recording by just recording all calls.
On-demand recording: Supervisors can record calls happening in real time or calls made by select users over a given period. It’s useful for team managers and coaches looking to review calls from select team members in a given period.
On-demand, user-initiated recording: Call center agents can start, pause, and cancel call recordings using specific keypresses on their dial pad. This is particularly useful for regulated industries where sensitive information that should not be recorded may be shared.
Nextiva’s VoIP system offers each of the above call recording options, giving your customer service teams flexibility based on their needs.
Best Practices When Recording Customer Service Calls
When using a call recording system, there are some best practices to consider that will keep you legally protected, your data secure, and, most importantly, your customers happy and protected from identity theft.
Inform callers
You should always inform customers that the call is being recorded for both ethical and legal considerations.
This starts with call recording laws.
Some states have a one-party consent law, which means you’re clear as long as one party knows and consents to the call recording.
Other states, however, have two-party consent laws that require all parties to be informed and agree to a call recording, noting a reasonable expectation of privacy. Two-party consent states for call recordings include:
California
Connecticut (though this state has one-party consent for in-person conversations)
Delaware
Florida
Illinois
Maryland
Massachusetts
Montana
Nevada
New Hampshire
Oregon
Pennsylvania
Washington
Know your state laws, but as a general practice, standard ethical and legal advice will require you to inform all parties about the audio recording. Write it into the beginning of your scripts as a friendly disclaimer, and many customers won’t even notice.
Regularly review recorded customer calls
If you’ve gone through the hassle of recording phone calls, take the time to listen to those recorded conversations regularly. Doing so allows you to monitor overall customer service quality, track patterns or trends in customer complaints or concerns, and gain insights into the customer experience. Most call center tools will also be able to take notes on calls.
By reviewing recorded business calls regularly, you’ll learn more, spot potential problems more quickly, and adapt faster by incorporating your insights into training programs and script adjustments.
Create secure access and retention policies
When you’re using call recording software, it’s crucial to ensure those audio files are secure. Many call center tools or VoIP phone systems have built-in security features, but you should also confirm that your storage is secure.
You do want the appropriate team members to be able to access those calls, but you don’t want anyone else getting them — particularly if you’re in a regulated industry such as healthcare, which must be HIPAA-compliant.
Establish clear, documented policies regarding the following:
How long are calls retained, when are they deleted, and is deletion automatic or a team member’s responsibility?
Where recordings are stored, which individuals or roles can access them, and how access is granted.
How access will be revoked if authorized personnel switch roles or leave the company.
Which data protection regulations are used to safeguard customer information, particularly those required by federal law or industry regulations.
Share call recordings with team members
Relevant team members should have convenient access to call recordings as needed while still ensuring the audio files’ security. Authorized personnel should receive training on how to access the recordings, how to choose which recordings to listen to, and what they can learn from them.
For example, customer service managers may want to assess how a call center’s agents handle frustrated customers via inbound calls. The sales manager, meanwhile, may be interested in assessing the quality of existing call center campaigns.
When sharing call recordings with team members or call centers, you can use snippets to protect the customer’s identity and sensitive information while still using the call for training purposes.
Apply insights to improve customer experience
If a customer has a problem with your product or service, you’re not likely to hear about it through the marketing, sales, or product departments; you’ll find out through customer service.
Call recordings provide extraordinary insights into your business’s customer experience, including their contact with your customer service team.
You may learn that customers call in because they’re confused by the website or cannot order online due to a nonfunctional checkout page. Or they may be calling because they failed to get the results promised to them by the sales department.
You may also discover that the call center you’ve hired isn’t living up to its promises, even if its baseline call center metrics of call answers or call minutes are good. The staff may seem impatient or dismissive or fail to use the correct brand language you’ve defined for them.
Incorporate your insights across your entire business because what you learn can go beyond just the support call. You can also use those customer experience insights to enhance sales, marketing, and product functions.
Call recording can significantly improve the customer experience, including their experience when they call your support line. Your sales, marketing, and product teams can all learn from the insights gained from recorded calls, making them well worth reviewing.
Because recorded calls are so valuable, choosing a VoIP provider that prioritizes call and audio file quality, data privacy, and ease of management for your team is crucial.
Nextiva is the go-to VoIP phone system for small businesses and high-growth contact centers (and everything in between) thanks to the following:
Effortless setup: Integrate with your existing system, auto-record calls, and organize them easily.
Flexible options: Choose between recording all calls, specific calls, conferences, or certain types of calls.
Focus on security and compliance: Store data securely, manage access and consent, and redact sensitive information to comply with industry and federal regulations and best practices.
Powerful, accurate insights: Transcribe calls, connect with analytics tools, and understand customer sentiment and agent performance transparently like never before.
Cost effectiveness: Call recording is a built-in feature of Nextiva’s VoIP system, meaning no extra fees.
The best call center software is here.
Handle inbound calls effortlessly with Nextiva Contact Center. Get call recording, automation, and AI in one platform.
Jeremiah Zerby is a marketing specialist at Nextiva. He spent three years on the front lines of technical support, troubleshooting internet and VoIP topics. He moved forward into the technical writing and content creation space. He’s helped set up hundreds of businesses and advised thousands of people with their cloud communications.
If you’re considering using Mitel (or are already a Mitel customer) and looking for alternatives, you’ve landed in the right place.
Mitel offers a popular VoIP phone system for SMBs and enterprises, providing IP phones, softphones, and advanced telephony features.
However, Mitel’s business phone system requires on-premise hardware, extensive setup, and management, and can be quite expensive for small businesses compared to today’s cloud solutions.
Thankfully, many robustcloud VoIP providers rival what Mitel’s on-premise systems offer. These Mitel alternatives deliver similar IP phone capabilities, call routing, IVR, auto attendant, and other functionality without requiring any on-site servers or hardware installation.
In this guide, we outline the top alternatives to Mitel based on pricing, features, and ease of use, helping you find the perfect fit for your business.
Whether looking for remote work flexibility, advanced analytics, or integration with other business tools, you will discover the best alternatives to Mitel worth considering in 2024.
What Is Mitel?
Mitel is a Canadian company offering cloud-based communications solutions for businesses of all sizes.
They’ve been around since the 1970s, starting with on-premises PBX systems and gradually transitioning to cloud-based solutions like MiCloud Connect.
Their main offerings include:
MiCloud Connect: A core VoIP calling system.
MiCloud Flex: A communications portal for online collaboration.
MiCollab + MiTeam Meetings: UCaaS suite for video, voice, and chat solutions.
MiContact Center: Omnichannel customer experience platform with AI virtual agents.
Mitel offers robust feature sets, integration with various software, and secure infrastructure. However, its reputation comes with certain limitations.
Why Businesses Look for Mitel Alternatives
Phasing out of Mitel’s MiCloud Connect effective 2022, with no new contracts or customers accepted onto the MiCloud Connect Platform has made things complicated for both existing customers and new businesses exploring Mitel and who’d rather prefer a cloud-based phone system.
Here are several other factors that might lead businesses to explore Mitel alternatives:
Cost: Mitel’s pricing can be higher than some competitors, especially for small businesses with basic needs. Their tiered plans with varying feature sets can add complexity to budgeting.
Scalability: While Mitel scales well for large enterprises, smaller companies might find its growth options cumbersome or unnecessary.
Legacy focus: Mitel has deep roots in on-premises solutions, impacting user experience and potentially slowing down cloud innovation compared to newer, cloud-native providers.
Feature priorities: Mitel’s extensive features may not all be relevant to every business. Some competitors might offer tailored packages or excel in specific areas like integrations, mobility, or analytics, better fitting certain niche needs.
Ease of use: Some user reviews point towards complexity in Mitel’s interface and administration, pushing businesses toward more user-friendly alternatives.
Customer support: While Mitel offers support, some businesses might prefer the responsiveness or specific expertise offered by smaller, more agile competitors.
Top Mitel Competitors in 2024
Here are the top 5 solutions compared.
Function
Nextiva
Grasshopper
Dialpad
GoTo Connect
Phone.com
Monthly Price Starting price per user, annual billing
Nextiva is a feature-rich cloud-based phone system and unified communications platform. It offers unlimited calling, advanced call routing, team chat, video conferencing, call recording, and CRM integrations.
What are some of its top features?
Nextiva offers rich communication features that stand out compared to Mitel, including:
Auto attendants: An automated receptionist that routes calls based on menu options selected by the caller. Can route based on time of day, and day of week.
Call queues: Automatically distribute waiting calls to the next available agent. Customize queue priority, wait times, and music on hold.
Visual call flows: Drag-and-drop editor to visually build and customize call handling, routing rules, and staff/team availability. Simplifies management.
Team presence: View co-worker availability in real-time. Lets you see who is idle, busy, and available.
Team chat: Send secure messages between employees. This includes instant messaging, screen sharing, video calls, and message history.
Real-time reporting: Customizable live dashboards providing actionable insights into call volumes, wait times, agent productivity, and more.
Video conferencing: High-quality face-to-face video meetings from desktops and mobile devices.
A reliable 99.999% uptime SLA, a carrier-grade network, flexible pricing plans, powerful calling, messaging, and analytics capabilities, and industry-leadingsecurity and compliance with SOC 2, PCI, HIPAA, and GDPR, make Nextiva a top Mitel alternative for modern business communication needs.
Nextiva pricing options
Nextiva offers simple pricing plans with powerful features. You can choose from these plans based on your needs:
Essential: Starts at $18.95 per user per month and includes unlimited voice and video calling, auto-attendant and toll-free numbers, Outlook and Google integrations, voicemail to email, internet fax, softphone apps, and 24/7 support.
Professional: Starts at $22.95 per user per month and adds unlimited conference calls (40 participants) and video conferencing (250 participants) to the mix. There’s also Call Pop, unlimited business SMS, extended integrations, and a pro setup.
Enterprise: Starts at $32.95 per user per month and includes unlimited participants on voice and video conferencing, recording, call pop, voice analytics, voicemail transcription, more integrations, and single sign-on (SSO).
Best for: Nextiva is best for businesses of all sizes seeking a scalable, cloud communications platform with strong integrations. It works well for both small teams and businesses with international calling needs.
2. Grasshopper
Grasshopper is a feature-rich virtual phone system built for small and growing businesses. It allows entrepreneurs and small teams to have a dedicated business phone number that routes calls to their cell phones or landlines.
What are some of its top features?
Grasshopper offers a range of features that support busy small business owners, including:
Virtual assistants to take calls, screen messages, and direct callers.
Essential VoIP features like call forwarding, auto-attendant, voicemail transcription, and conference calling to handle incoming and outgoing calls.
A mobile app that allows you to manage calls, access voicemails, and stay connected with your team from anywhere.
Grasshopper pricing options
Pricing tiers based on extensions needed:
True Solo at $14/month provides one phone number and extension.
Solo Plus at $28/month offers unlimited users, one phone number, and up to three extensions.
Partner at $46/month allows unlimited users, three phone numbers, and six extensions.
Small Business at $80/month offers unlimited users, five phone numbers, and unlimited extensions.
Best for: Grasshopper is an affordable and full-featured business phone solution for solopreneurs and small teams.
3. GoToConnect (formerly Jive)
GoToConnect, formerly known as Jive, is a cloud-based phone and meetings platform owned by LogMeIn. It integrates seamlessly with other LogMeIn products like GoToMeeting and GoToWebinar.
What are some of its top features?
GoToConnect offers phone, meetings, messaging, and support center features, including:
Call flows: A visual dial plan editor you can use to build different patterns for after-hour calls, weekends, and holidays.
Audio conferencing: Run audio conference calls with numbers from over 30 countries, either over VoIP or by dialing into meetings.
Call analytics: Analyze call patterns by time, length, issue, day of the week, and location to maximize agent availability and productivity.
Basic at $27 per user/month offering local/toll-free numbers, call routing tools, team messaging, and meetings supporting up to 150 participants.
Standard at $32 per user/month adds advanced call management, international minutes, hot desking, online faxing, unlimited recorded greetings, and meetings for up to 250 participants.
Best for: GoToConnect is ideal for growing teams that want an integrated business communication suite with strong security and reliability.
4. Dialpad
Dialpad is an AI-powered cloud communication platform that unifies voice, video, messaging, and contact center features. It’s designed for agile teams that need to connect and collaborate from anywhere.
What are some of its top features?
Dialpad offers advanced communication features across voice, video, messages, and online meetings. Some of these features include:
Automatic call distributor: Use routing rules and interactive voice response (IVR) to answer calls efficiently.
Business phone app: Work from anywhere with a softphone you can use on smartphones to make and receive calls, check voicemail, and more.
Voice intelligence: Automate note-taking and detect customer sentiments with built-in machine learning, voice recognition, and natural language processing.
Dialpad pricing options
Dialpad offers three pricing tiers:
Standard at $23 per user/month with unlimited calling, messaging, transcriptions, integrations, analytics, and web/chat support.
Pro at $35 per user/month adds on 24/7 live support, CRM integrations, global SMS, and open APIs.
Custom enterprise pricing for large teams includes unlimited extensions, SSO, data retention policies, and priority support.
Best for: Dialpad focuses more on intelligent features for the modern and mobile workforce. It works best for businesses needing more AI capabilities.
5. Phone.com
Phone.com is a feature-rich VoIP platform for agile, distributed teams across the US. It delivers voice, video, SMS, and fax capabilities.
What are some of its top features?
Phone.com offers 50+ features to streamline communications. These features include:
Audio conferencing: Host large HD voice conferences with up to 300 global participants.
Fax from phone: Upload and fax documents right from your computer with one click. Saves time and paper.
Voice tagging: Call routing menus tag each caller selection so agents have context and deliver personalized service.
Phone.com pricing options
Phone.com comes in three pricing options.
Basic at $12.74 per user/month with 500 pooled minutes, one phone number per account, video conferences for up to 10 participants, and a mobile app.
Plus at $18.69 per user/month offers unlimited minutes, one phone number per user, text messaging, video conferences for up to 25 participants with recording, and voicemail transcription.
Pro at $27.19 per user/month offers call recording, analytics, CRM integration, and video conferences for up to 100 participants with transcription and whiteboarding.
Best for: Phone.com is an affordable, full-featured VoIP provider that scales well for SMBs with remote/hybrid workforces.
6. Aircall
Aircallis a cloud-based call center software designed for sales, support, and non-profit teams.
What are some of its top features?
Aircall offers advanced phone, collaboration, call center, productivity, and analytics features, including:
Queue callback: Let your callers opt out of waiting in a call queue and receive a call from you at a later time.
Shared contacts: Agents can access real-time customer data and call history to personalize interactions.
CRM integrations: Integrate with your CRM and helpdesk tools to keep all conversations throughout the customer journey connected.
Aircall pricing options
Aircall offers two standard pricing plans and an option to get a customized package, but you must have at least three users. (You’ll spend at least $1,080 yearly.)
Essentials is a basic plan starting at $30 per month, purchased for at least three users. Includes unlimited inbound calls (toll-free excluded), IVR, call recording, and softphones for desktop, Android, and iOS.
Professional plan starts at $50 per month for the same number of users. All features of the Essentials plus Salesforce integration, mandatory call tagging, advanced analytics and call monitoring, queue call-back, and power dialer for sales teams.
Best for: Aircall combines essential call center tools for small businesses. The onboarding assistance also simplifies transitioning from legacy systems like Avaya or Mitel. Ideal for fast-growing SMBs.
7. 8×8
8×8 is a platform for cloud-native contact centers, voice, team chat, meetings, and embeddable communications.
What are some of its top features?
8×8 offers a range of call management, productivity, and admin features in their cloud PBX solution. These include:
Multi-level auto-attendants: Provide intelligent self-service options based on various caller attributes to resolve issues quickly.
Visual voicemail: Transcribe and deliver voicemails as text for easier processing.
Mobile apps: Unified mobile experience for voice, video meetings, chat, and fax.
8×8 pricing options
8×8 pricing offers custom quotes across five tiers:
X2 with bundled voice, video, chat, global calling, meetings, SMS, and Microsoft Teams integration.
X3 with unlimited global calling to over 48 countries and administrative features.
The X6, X7, and X8 contact center plans offer omnichannel support, analytics, automation, and workforce optimization.
Best for: 8×8 empowers modern, mobile contact centers with continuity of customer and employee experience across engagement channels. Global compliance coverage facilitates international deployments.
8. OnSIP
OnSIP offers a cloud-based VoIP phone system tailored for remote teams.
It’s a complete phone system replacement with traditional phone system features like conference bridges, voicemail management, and HD voice calls — both on your desktop and smartphone.
What are some of its top features?
OnSIP’s features are lean and straightforward, including:
Sayso website chat: Make voice/video calls directly through thecompany website. Integrates with HubSpot.
Mobile app: Make and receive calls via softphone on smartphones/desktops with HD quality.
Video conferencing: Host online meetings with screen sharing for up to 5 participants.
OnSIP pricing options
OnSIP offers two main plans:
Unlimited: Starts at $18.95 per user per month, with a minimum of 5 users. Includes unlimited auto attendants, call recording, and voicemail.
Pay-as-you-go: For lower call volume, and starts at $49.95 per month per account. Calling minutes are not included in this plan, and are billed at $0.005 per minute.
Best for: OnSIP facilitates seamless communication and collaboration for today’s remote-first teams with excellent reliability, security, and support.
9. Ooma
Ooma is a business phone service made for small businesses that need a reliable, flexible phone system. Its plans and features are tailored to businesses working remotely so you can keep a separate business line, hear clear audio, and work efficiently.
What are some of its top features?
Ooma Office provides more than 35 features, including:
Multi-ring: Route calls simultaneously to multiple devices like desk phones, and smartphones. Ensures anytime connectivity.
Virtual receptionist: Customizable auto-attendant provides call routing, business hours, and other information to callers.
Voicemail transcription: Voicemails can be received via email as audio files or automated transcripts.
Ooma pricing options
Ooma is available in three service plans:
Essentials at $19.95 per user/month offers calling in the US/Canada/Mexico/Puerto Rico, virtual receptionist, and mobile apps.
Pro at $24.95 per user/month adds desktop apps, texting, video conferences for 25 participants, and call recording.
Pro Plus at $29.95 includes CRM integration, larger 100-participant video conferences, hot desking, and call queuing.
10. Zoom Phone
Zoom is well-known as the go-to video meeting and conferencing tool, but it’s also a cloud phone service provider. It’s an enterprise-grade cloud phone system natively integrated with Zoom’s popular video conferencing capability.
What are some of its top features?
Zoom Phone offers more than 30 calling and phone administration features, including:
Elevate to meeting: Go from a phone call to a full-feature Zoom meeting with video and/or screen sharing without making participants manually join.
Call logs: View caller name, number, and call duration with timestamps so you can keep detailed track of inbound and outbound calls.
Call queues: Define automatic call distribution and call queue overflow rules to streamline how your calls are taken care of, even during the busiest times.
US & Canada, pricing starts from $120 per year per user.
Pro Global Select for international calling costs $240 per user per year.
How To Choose a Mitel Alternative
When considering alternatives to Mitel, first reflect on your reasons for wanting to switch systems.
For example, if Mitel has become too expensive for your business or lacks essential features like call center tools, software integrations, scalability as you grow, a user-friendly interface for staff, and consistent uptime and performance, these could all be motivations to explore other options.
1. Identify key needs
Clearly determine your key communications needs and priorities before selecting a new system, including preferred deployment method (cloud vs. on-premise), number of users to scale for current and future growth, budget constraints, must-have capabilities like video and call recording, and ease of use for rapid employee adoption.
2. Explore top Mitel alternatives
With your key criteria defined, research top alternative solutions. Here are a few solutions that mitigate some of Mitel’s limitations.
Small businesses: GoToConnect and Nextiva might be the best fit due to their affordability, ease of use, and tailored packages.
Scalability needs: For high growth, Nextiva and 8×8 offer excellent scalability.
Legacy concerns: Dialpad and GoToConnect are fully cloud-based, avoiding legacy issues.
Specific feature needs: Choose the competitor excelling in areas you prioritize, like call centers (8×8) or integrations (Nextiva).
Support preferences: Nextiva, Dialpad, and GoToConnect are praised for responsive support, while 8×8 has specialized expertise.
3. Compare features and pricing
Vet the solutions under consideration by analyzing how their features, tools, integrations, and pricing models compare to the capabilities you require and the cost of keeping your Mitel system. Use comparison websites like G2 and reviews to evaluate them side-by-side.
4. Get demos and free trials
Finally, sign up for demos and utilize free trials of your shortlisted options to get firsthand experience using them. Collect feedback from your team and select the platform that aligns most closely with your priorities and use cases.
Choose Nextiva — the Best-Practice Alternative To Mitel
When looking to switch from Mitel, Nextiva takes the top spot.
Customers love Nextiva — 93% of Nextiva customers would recommend its business phone service. On GetVoIP, Nextiva has a 4.6 out of 5-star rating.
Below are more ratings across third-party review websites that show how customers feel about the service:
Nextiva offers world-class reliability and military-grade data centers that handle your business communications. This means you’ll never have to worry about your uptime or security, and you can focus on serving your customers.
With more than 40 standard and advanced phone system features, Nextiva offers Amazing Service for support, implementation, and onboarding.
Mitel, Grasshopper, GoToConnect, Dialpad, Phone.com, Aircall, 8×8, OnSIP, Ooma Office, and Zoom have no relationship with Nextiva, Inc. and are the registered trademarks of their respective owners.
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ABOUT THE AUTHOR
Cameron Johnson
Cameron Johnson was a market segment leader at Nextiva. Along with his well-researched contributions to the Nextiva Blog, Cameron has written for a variety of publications including Inc. and Business.com. Cameron was recently recognized as Utah's Marketer of the Year.
Have you ever wondered how your calls arrive at the correct agent in a contact center? This happens thanks to a call management feature called call routing.
In this piece, we’ll dive into how call routing systems work, why it’s used, and the various ways to distribute calls to team members.
What Is Call Routing?
Call routing is a telephone feature that queues and distributes incoming calls based on a predefined set of rules and criteria. In most cases, call routing happens based on what callers provide the interactive voice response system (IVR). In the case of a call center, live agents are assigned specific queues to handle inbound calls.
Call routing functionality doesn’t only apply to high-volume scenarios like call centers. Companies of all sizes optimize their incoming business calls so customers can reach the right team or person whenever they call.
Historically, a complex call routing system had to be programmed into a phone system by developers and IT experts.
Now, anyone can use call routing software to visually design inbound call flows to direct them in real-time to team members’ phones or voicemails. No coding is necessary; just drag and drop, as shown below in Nextiva.
An automatic call distributor handles the entire call routing process, from answering phone calls, qualifying them, and then distributing them to a live agent. Some companies also direct calls to an outside answering service to maintain 24/7 coverage.
Improves customer experience, which leads to faster, more relaxed customer calls
Benefits for customers
Reaches the best agent to provide customer support based on skills-based routing or other call routing logic.
Lowers the wait time to reach the desired department due to fewer callbacks and repeat callers
Provides information faster before entering the call queue, such as business hours, locations, and self-service workflows.
How Does Call Routing Work?
A business phone system routes calls in a variety of ways. When a person calls a small business, the cloud-based phone system accepts the call, provides an auto attendant menu, and transfers the call to the appropriate team member.
Factors used to determine how calls are handled include:
Time of day: Both the caller and the contact center in different time zones
Caller ID: The phone number of the incoming call, which also informs about the caller’s location.
Auto-attendant selections: Input from the caller in response to an auto-attendant menu of choices.
Agent skill: Direct calls to members of your team better suited based on intelligent call routing logic.
Customer relationship data: Based on data points stored in your CRM, call center software can use automation to direct incoming calls.
Interactive Voice Response prompts: If the caller voices their needs, your phone system can use artificial intelligence and machine learning to route the call.
🔀 Pro Tip: Call routing isn’t hard to set up. Start with mapping out the common destinations you want to direct inbound calls. When you scale, you can add more sophisticated call routing options.
Effective call routing strategies often employ a variety of criteria to direct calls to agents consistently. These call routing rules help small businesses provide a better customer experience.
Here are the most common ways to distribute incoming calls.
1) List-based routing
While not a commonly used call management feature, list-based routing or sequential routing uses a fixed list or prioritized agents to receive calls.
For example, if the List is A, B, C, D. A will receive a call first, always unless they are busy. If A is busy with a call, B will receive the call. If A and B are both busy, C will be connected. But as soon as A becomes available, he is back on top of the priority list.
This call routing strategy is used when there is a need for expertise or a specific skill level or during training.
2) Round robin routing
Round-robin is the most common call routing system since it evenly distributes calls among agents.
For example, if A, B, C, and D are agents in a queue, and A receives the first call, then the next call to A comes only after B, C, and D attend one call each. This loop keeps on repeating in a uniform and fair manner.
Many call centers use this type of call routing to distribute calls to team members assigned within a given call queue.
3) Least occupied (or most idle) routing
As the name suggests, this routing system routes the calls to call center agents who have either the lowest talk time, received the fewest calls, or the most available time. “Available time” is when an agent is sitting idle, ready for calls but not receiving them.
This is where an intelligent call routing ACD comes into play — it tracks these stats so agents don’t get burned out.
Least occupied routing balances the available time and talk time across the team.
4) Time-based routing
In this system, calls are routed based on the agent’s business hours and time zone. This method is most commonly used at call centers that serve global and geographically diverse customers.
The agents can be working shifts, and calls are routed to those agents who work in those particular shifts only.
As part of a global workforce strategy, you might want to direct calls first to agents located domestically before rolling over calls to an offshore contact center.
5) Skills-based routing
Most commonly used in ACDs, which usually have integration with IVR systems, this kind of routing uses information provided by the customer to connect them to agents with specific skill sets needed to assist the customer.
For example, if you serve banking customers and a client is seeking someone to help reverse a charge that happened due to a system error, the skills-based routing system may find an agent who is authorized and equipped with the right tools to process a refund.
6) AI-assisted routing
Also known as predictive behavior routing, this intelligent call routing technique uses artificial intelligence to recommend the best agent and call path for the caller.
It uses machine learning to predict an agent who will provide the best answer swiftly and in a manner preferred by the customer. The system uses live and historical call center data to determine this in real-time.
This type of call routing system is best for high-volume call centers that have a treasure trove of customer call data.
7) Relationship/VIP routing
This strategy is used in exceptional cases where some numbers or callers are identified for special privileges or are assigned to specific relationship managers.
Suppose you have a short list of VIPs who need to reach an escalations department. You can tag them in your CRM and optimize their call route to bypass all further IVRs or customer support agents.
These calls are routed to those agents assigned to them without delay. In case the agent is not around, the caller is promised and provided a timely callback or assigned to a replacement agent without delay.
One of the best call routing methods is to use a mix of call routing rules together.
For instance, establish the primary purpose of the call with an IVR or auto attendant. Then, apply a combination of VIP routing, skills-based routing, and least occupied across your call queues.
Depending on your cloud phone system, these options can be connected together to provide an efficient and effective to support your business needs.
Deeper Dive Into How Call Routing Works
Routing incoming phone calls happens based on three stages:
Call Qualifying
Call Queueing
Call Distribution
Step 1: Call qualifying
Callers enter the business phone system through the VoIP provider, accepting the call from the telephone network or other call carriers.
In the call qualification stage, the phone system identifies the person calling with their caller ID, CNAM database, and possibly your CRM.
Depending on the business number they dialed and the auto attendant selections made, additional details about the call can be determined.
Here’s a simple example. In the qualification stage, all we know is that 602-555-1212 dialed your toll-free phone number, and their name is “John Doe.” Using your CRM, your call routing system can see that “John” has an outstanding invoice and needs to reach the billing department.
Now that the caller has been identified, we need to direct them to the proper queue. A “queue,” in this sense, is a “department” for handling calls of a certain type. Sales, billing, and customer support are types of call queues.
Depending on your business needs, you might have a multi-level auto attendant or simply a couple of different destinations for handling incoming calls.
The ACD monitors which agents are available before transferring the call. When the agent’s line is free, it connects the call to the appropriate agent assigned to the call queue.
During this stage, the call is sitting on hold, waiting for the next available agent.
Step 3: Call distribution
If other call routing rules are set up, this is when they’re used to prioritize calls along round-robin, skills-based routing, etc.
Depending on the caller’s input, such as requesting a queue callback or if the call is abandoned (hung up), it affects which calls are distributed to team members.
Once the agent is ready for the call, your phone system connects them together.
It’s also possible that when agents are unavailable, say after business hours, you might opt to direct them to a voicemail or use call forwarding to direct calls to someone who’s on-call.
That’s a lot of work just to manage incoming calls! With a robust business phone system, you can deliver a top-notch customer experience and scale your operations.
The good news is that with a modern communications solution like Nextiva, you can adjust these call routing options anytime you want.
FAQs
What is the difference between call routing and call distribution?
Call routing is the method of handling incoming calls and directing them to the right live agent based on business needs, customer preferences, and internal workflows. This phone system function is also known as a call flow.
Call distribution, however, relates to one aspect of call routing that prioritizes which agents will receive the next incoming calls and in what order.
What is an IVR?
Interactive Voice Response systems, or IVR systems, are VoIP-based call routing systems that use a set of pre-recorded greetings and menu options. Once the user’s call gets connected to the system, they’re greeted and presented with these options that lead to other options in a logical flow.
Small businesses can easily direct incoming calls to the right person on their team with an auto attendant that uses a touch-tone-based response to direct the call appropriately.
It only takes a few minutes to set up with Nextiva. As the caller navigates through the menu, the phone system provides them with an automated solution or connects with the agent who will be able to provide them with the best solution for their request. An IVR-based system does not need another ACD but often works in tandem with one.
What is ACD call routing?
ACD is short for Automated Call Distribution. These are automated call routing solutions, usually bundled in call center software, that aim to connect an incoming call to the best possible agent within the shortest time
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ABOUT THE AUTHOR
Jeremiah Zerby
Jeremiah Zerby is a marketing specialist at Nextiva. He spent three years on the front lines of technical support, troubleshooting internet and VoIP topics. He moved forward into the technical writing and content creation space. He’s helped set up hundreds of businesses and advised thousands of people with their cloud communications.
