Sipleo, Auteur à IPBX Cloud Sipleo

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Business: how can you reduce your telecoms bill?

Sipleo
22 January 2024
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#agilebusinesstelephony Business: how can you reduce your telecoms bill? In this article, discover some tips and best practices you can implement to reduce your telecoms bill. Every year, the cost of telecoms subscriptions, mobile packages and hardware increases… Companies have to deal with these often unforeseen increases and find solutions to reduce costs. Not to mention, of course, the additional costs associated with their business! So in these complicated times, is it possible to reduce your business telephony costs? It is! We explain everything in this article. Reduce your telecom bill by switching to more modern technology IP has revolutionised the IT and especially the telecoms market. Changing the telephone system in a few lines… Previously, the technology used for business telephony was the PSTN (Public Switched Telephone Network). Over time, the copper network gave way to a new technology: IP. Today, the Numéris network is no longer on the market, and the switch to IP has become compulsory for all businesses. In fact, all businesses will have to use an IP telephony system by 2030. As for the PSTN, it has begun to be deconstructed by plate in 2022 and will continue until 2030. Beyond the PSTN, what are the advantages of switching to IP for your company? IP advantages Given its rapid growth and all its advantages, many companies have taken the plunge. However, many companies are still equipped with the ISDN system. This is a mistake, mainly in terms of cost, but also in terms of use. In fact, business telephony over IP offers many more advantages than ISDN, and also allows you to reduce the cost of your bill. I’ll tell you more, just below. No investment and a single cost With IP, all exchanges go through the Internet. You therefore have no expenses to plan for the purchase of telephone hardware, software or installations. Only the subscription, of a fixed amount, and possibly the purchase of headsets need to be taken into account. More controlled expenses IP allows you to better manage your expenses. At the end of the month, the amount to pay is not calculated based on your number of calls, but is based on a fixed subscription. A way for you to control your costs and be more competitive in the long term. More mobility Another advantage of IP: mobility. Thanks to it, you are no longer directly linked to a physical access point in your company. You can make and receive calls, regardless of where you are. Possible coupling with your professional tool Thanks to IP, you can couple your telephony solution to your professional tool (CRM, ERP) and benefit from new other functionalities (automatic file retrieval, IVR, pre-answer, call recording, etc.). 10 advantages of IP telephony Reduce your telecoms bill by taking stock of your company, your internal organization, your current needs and your future developments… This is what we advise you to do today! (Do you want to reduce your telecoms bill, change operator or simply obtain new essential daily features? Request a quote.) Some examples of telecoms needs It is interesting to regularly check your telephony solution to see if it is still suitable. An internal audit will allow you to establish a list of your immediate needs taking into account: the internal organization, the different services/businesses, multi-site, material needs and future developments. To better understand the different needs that your company may have, let’s take the example of 3 different professions. A salesperson will not have the same needs as an executive assistant or a secretary. Salesperson or traveling seller The salesperson is on the move very regularly. To be able to be reachable and make calls while traveling, a DECT will be of no use. In his case, the ideal is to install, on his phone, an application linked to the IP solution used in his company. The latter offers him the same possibilities of use as at his office. In addition to that, it allows access to the synchronized company directory and other features. Assistance The executive assistant works in an office and is less busy on the phone than the salesperson, for example. She doesn’t travel and doesn’t interact much by phone. A virtual telephone assistant and a fixed station on your desk will be perfect for your job and your daily life. Secretariat As for the secretary, she carries out quite varied tasks on a daily basis. She takes care of the physical reception of customers as well as incoming calls for appointments or requests for information. She is contacted both by telephone and in person. Thus, to improve her comfort, the secretary can work with a virtual telephone assistant linked to the telephony solution used internally. This system is adapted to his environment and will allow him to be more comfortable during his various exchanges. Sipleo, an advantageous and tailor-made IP telephony solution Sipleo is an advantageous, flexible IP telephony solution that meets all your needs. Unlike the RTC system, our IP telephony solution allows you to benefit from offers, functionalities and tools essential on a daily basis. Thanks to Sipleo, you can reduce the costs of your telecom bill and make your company more competitive. With more than 30 years of expertise serving many companies, Sipleo supports you in all your telecoms projects. Our team is the own publisher of the telephony solution. Thus, all security data and the creation of new features are managed internally. In addition, in all Sipleo telephony offers, you automatically benefit from all security features: attack list, IP address ban, attack warning, security warning, blacklists, filter on IP addresses and firewall . Our team also respects SIPS protocols so that your telecommunications are encrypted and therefore more secure. To find out more about this, contact Sipleo Télécom on 04 94 08 65 45 or via our online contact form. Do you have questions about our VoIP telephony solution? Contact our team without further delay! contact@sipleo.com 04 94 08 65 45 Follow us:

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Telephony and cyber attacks: what are the risks for your business?

Sipleo
20 December 2023
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#companytelephoneagile Telephony and cyber attacks: what are the risks? The number of online attacks continues to rise! What about telephony and cyber attacks? What are the risks for your business? Our team takes stock in this article. Telephony is ubiquitous in companies, and even indispensable in some sectors. Telephony can quickly become a security vulnerability within your company. Today, cybersecurity is a subject that concerns everyone: businesses, local authorities, associations, private individuals… There are no exceptions. However, many people don’t take the risks or the potential stakes involved seriously. Whether it’s your IT system, your website or your telephone system… Your company could be riddled with security holes! And that’s why you shouldn’t neglect them. It’s time to get ahead of the game. Protect your telecommunications, or leave it to an external service provider specialising in business telephony. Your company telephony may represent a security risk Unified communications publishers, including Sipleo, take all possible factors into account to guarantee you maximum protection. Today, business telephony is much more than a simple communications tool. It is an integral part of a company’s internal and external communications to facilitate exchanges. It can be used via a variety of media, including cordless phones, mobile phones, landline phones, PCs, laptops and tablets. However, despite these many advantages and this diversity of channels, which are crucial to internal efficiency, telephony represents a potential weakness within your company. In a world where everything is digitalised, it is important to understand, detect and even anticipate the various risks associated with corporate telephony. Sipleo, publisher of its own unified communications solution, takes these various dangers into account in order to put in place appropriate technologies that can anticipate and prevent external threats. What are the threats that your company may face? Telephony and cyber attacks: the threats your business could face 1 – Telecommunication costs The best known and most recurrent of all. Hackers use a telephone line to make continuous calls to premium-rate numbers and/or to countries where call charges are exorbitant. 2 – Eavesdropping If they are not secure, your company’s telephone exchanges can be listened in on. This means that third parties can steal very important and/or personal information about your customers or your organisation. 3 – DDoS (Denial of Service) attacks A Denial of Service (DDoS) attack consists of flooding a network with call signals in order to saturate it, then slow it down or simply put it out of service. 4 – Smishing Smishing” is a combination of the terms “SMS” and “phishing”. This practice consists of sending malicious messages aimed at recovering information or containing a virus. 5 – Vishing Vishing” is like “smishing”. It’s a word made up of two words: voice and phishing. Cybercriminals try to trick your employees into giving them lots of confidential information. How is Sipleo responding to cyber risks related to telephony? As mentioned above, many publishers take into account all possible existing and new factors to guarantee you optimum protection. This is also the case with Sipleo. It’s worth noting that the Sipleo team is the publisher of the company’s own telephony solution. So all the security data is managed in-house. Less service provider, less intermediary and therefore less risk of data theft for your company. All of Sipleo’s telephony packages automatically include all the security features: attack list, IP address ban, attack warning, security warning, black lists, IP address filter and firewall. Our equipment uses the SIPS and SRTP protocols to encrypt your end-to-end communications and ensure the security of all your telephone exchanges. What’s more, we can set up awareness-raising sessions for your staff. We believe that training is one of the most effective ways of preventing the external risks associated with your company’s telephony and unified communications. To find out more, contact Sipleo Télécom on 04 94 08 65 45 or by our online contact form. Do you have any questions about our VoIP telephony solution? Get in touch with our team today! contact@sipleo.com 04 94 08 65 45 Follow us:

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5 facts that annoy your interlocutors on the phone

Sipleo
22 November 2023
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#téléphoniedentrepriseagile 5 facts that annoy your interlocutors on the phone A question, a change of address, subscribing to a new plan, a contract modification, order tracking… Customers still greatly favor telephony to contact your company and obtain a rapid response to their request. However, sometimes, customers are upset, frustrated or even angry when they try to contact your company… And certain elements, put in place when broadcasting your telephone greeting, can accentuate these feelings. Then, make situations worse! What are these 5 facts that annoy your callers when they contact your business? What should we do instead? We give you our advice to improve your relationship and offer a better experience to your customers! 5 facts that annoy your interlocutors on the phone • 1 • The endless wait, without measure of temporality Waiting is frustrating. But waiting without knowing, at the very least, the waiting time or your position in the queue is even worse! Today, time is precious. Whether it’s your callers or your agents, no one likes to waste time. Advice : To overcome this problem, broadcast to each caller their average waiting time or their position in the queue, via a personalized message. You can also try to reduce the waiting time of your callers, by facilitating the tasks of your colleagues during each call or by broadcasting a personalized message concerning your current offers and/or new products. • 2 • An Interactive Voice Server (IVR) sooo long! Set up an IVR? Yes. But not just anyhow! Building your interactive voice server must be simple, quick, clear and intuitive. The important thing is not to lose your customer/prospect/supplier during the IVR process and to get to the point. Advice : The caller must not get lost in the different levels. You can, therefore, always give him the opportunity to contact an advisor. On the phone, the attention of your correspondents is quite limited. This is why, at each level, the number of choices must not be greater than 4. Remember that the IVR is, above all, there to save time! (On the side of your agents and your customers). • 3 • Not being transferred to the right person or department No one likes being transferred from department to department. This gives a negative image of the company in terms of internal organization, but also management/customer relations. A real nightmare for callers! Advice : Before setting up anything, think about a fluid, simple and optimized call scenario. Ask your operator for suggestions or help in constructing a call scenario. Sipleo supports its customers in creating a quality scenario in order to satisfy your employees and your contacts. • 4 • Not being able to contact anyone It rings, it rings, but no one answers… Customers don’t really appreciate it when they don’t answer. This is another bad image that is conveyed: they need you, they want to use your services… But no one picks up. And yet! There are solutions to avoid missing any calls, whatever the size of your company. Advice : Your telephony solution must allow you to manage call overflows and/or transfers to mobiles, for example. You can even set up a telephone answering machine. With Sipleo, you also benefit from a mobile application (compatible with Android and IOS). You also have the option of creating different voicemail boxes (recorders or not) depending on the line called or the extension. • 5 • Not being “recognized” Your interlocutor finally manages to get someone on the line. However, it takes time for your employee to find their file… And that’s the last straw. If your customer took a long time to get an agent on the line or the path to getting someone was too complex, they may have built up negative feelings and are not happy to waste even more time . Advice : If your company uses a business tool (CRM, ERP or other professional software), it is important to pair it with your telephony solution. With Sipleo, coupling is possible with more than 20 everyday tools (Wavesoft, Salesforce, Sellsy, EBP, etc.). In addition, thanks to this connection, you benefit from other features such as automatic file reporting, direct registration of tasks in the CRM, click to call, call recording and more! Other advantages: you save your agents and customers valuable time, you create links and humanize your exchanges. Sipleo, a telephony solution that optimizes and makes your telephone reception unique In this article, 5 facts that annoy your interlocutors on the phone are more focused on telephone reception and call management. Moreover, the tools offered by Sipleo to optimize these steps are numerous. We find the pre-answer, the interactive voice server and the coupling of telephony with computing. Pre-answer, available in our telephony offers, gives your agents time to finalize a task before answering a call. You can broadcast, for example, music on hold or a personalized message while your colleagues finish processing a call or a file. The interactive voice server (IVR), accessible on Sipleo, allows you to respond to a certain number of customer requests, without necessarily having to resort to human intervention. This improves call distribution, manages common actions and simple consultation of information. In addition to pre-answering and IVR, you can create a tailor-made telephone reception by coupling your telephony to your business software. Thanks to the tools made available by Sipleo, you can create a unique telephone reception and considerably optimize your brand image! Of course, the tools developed by Sipleo are not limited only to the elements listed in this article. Our business telephony solution is capable of meeting your needs, even the most complex. As the publisher of Sipleo, we are open to innovation and we can develop all the configurations you need for your business telephony! Contact our team for more information. Do you have questions about our VoIP telephony solution? Contact our team without further delay! contact@sipleo.com 04 94 08 65 45 Follow us:

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How can AI revolutionise your business telephony?

Sipleo
22 September 2023
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#téléphoniedentrepriseagile How can AI revolutionise your business telephony? In 2023, artificial intelligence will disrupt many sectors in France and around the world. Education, IT, health, finance and even telecoms… Not a single field of activity is spared! Initially, AI was an information search tool accessible via OpenAI’s chatGPT, then Google Bard, BingChat, etc. Today, using AI is a chance to improve efficiency, productivity and customer satisfaction, whatever your field of activity. In this article, we will address two important points to help you understand how artificial intelligence can revolutionise your business telephony and your daily uses. To what extent can AI revolutionise your business telephony? Thanks to artificial intelligence, many possibilities in terms of personalization and automation can emerge in a few years. This is what it may be possible to do in terms of business telephony, thanks to AI! Tasks automation AI can help you automate many tasks, such as call management, appointment scheduling and customer follow-up. This can relieve your employees of certain missions, so that they can concentrate on more important points. Improved call quality Here, artificial intelligence can be used to improve call quality, by identifying/removing background noise, correcting voice clarity and translating calls into multiple languages (for example). Personalizing the customer experience This new technology can be used to personalize the customer experience, by identifying customers, providing them with personalized information and recommending relevant products or services. Issues resolution AI can also be used to solve problems more effectively, by quickly identifying the causes of problems and proposing suitable solutions. Sipleo offers new options developed with AI in its telecoms offers For several months, our technical teams have been working tirelessly on optimizing new AI-related features. These are accessible from all our telephone offers, but only available as an option. What features are affected by these latest optimizations? Let’s see that right away! Automatic Speech Recognition (ASR) with AI The first improvements are based around Automatic Speech Recognition (ASR), in other words Automatic Speech Recognition (RAP). Once our IPBX has been updated, Sipleo’s voice recognition will be able to transcribe verbatim the voice messages left by your customers and forward them by email or SMS. In addition to that, the transcription can also be consulted on SipleoAssist, the Sipleo web page as well as in the next SipleoMobile update (IOS, Android or Web). In future versions of Sipleo, it will also be possible to transcribe conversations verbatim! Text-To-Speech (TTS) with AI The second important point concerns the improvement of Text-To-Speech (TTS), in other words the conversion of a text message into a voice message. Since its beginnings, Sipleo has included a local and present speech synthesis engine. In recent months, with the arrival of Artificial Intelligence, great advances have been made regarding these subjects. Indeed, it is now possible to use AI services to obtain a more “human” rendering. In addition to that, customization possibilities are available: choice of voice and languages. These new features are already available. For those who have our IP telephony solution and have chosen these options, consider updating quickly. You are not a Sipleo customer, but you are very interested in these options to improve the productivity of your employees and make your company more competitive? Contact our team by email, telephone or via social networks! Do you have questions about our VoIP telephony solution? Contact our team without further delay! contact@sipleo.com 04 94 08 65 45 Follow us :

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IPBX Sipleo: features that adapt to your business [PART 2]

Sipleo
30 August 2023
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#téléphoniedentrepriseagile Sipleo IPBX: the features that adapt to your business (PART 2) [CONTINUED] As promised, as due! Last month we published an article about some of the features of Sipleo. This month we reveal the rest. Mobility, telecommuting, collaborative work, monitoring, security… Features that adapt to your business and are just as important for the proper functioning of your business. Whatever your job, your responsibilities or the size of your company, Sipleo adapts to you! If you missed the first part of this article, I invite you to take a look: IPBX Sipleo: the features that adapt to your business (P1) Mobility and teleworking – 2 tools for better productivity Over time, business habits and practices evolve. Today, mobility and teleworking have an important place within certain companies. This is why it requires some adjustments, particularly for the telephony part. In its offers, Sipleo offers 2 tools to facilitate these new needs and features that adapt to your business. The softphone This softphone, only available on a computer, replaces and has the same functionality as a traditional telephone. You can call and be called, without picking up your handset or mobile phone… Everything is done from your computer using a dedicated line. Sipleo’s softphone is very advantageous for companies, as it optimizes their profitability, quality and performance: flexible tool that adapts to all structures, compatibility with Jabra headsets (and other peripherals on the market), easier set-up internal telecommuting, better long-term profitability… And more! Use case: Are you introducing teleworking within your company and you want to improve the productivity of your employees and reduce your costs? The softphone is the perfect ally! With it, you can configure hotkeys to perform certain commands, mute a call, play music on hold, transfer a call, manage multiple phone lines… And many more possibilities! All functionalities of softphone SipleoMobile With SipleoMobile, the mobility of your employees is made easier! Make and receive business calls from your smartphone (iPhone or Android) using the same phone number as your landline. The Sipleo mobile application allows you to remain reachable on your professional number wherever you are; quickly carry out call transfers; create or participate in conference calls; to use the company directory; to view the call log… In short, to be able to work efficiently while traveling while using the same possibilities as in the office. Use case: your activity requires you to be on the move very regularly and you need to be reachable at any time (salesperson, real estate agent, traveling salesman, controller, truck driver, repairman, landscaper, gardener, postman , delivery person, etc.), SipleoMobile is made for your business! All functionalities of SipleoMobile Collaborative work Teamwork improves the competitiveness and performance of each company. And it becomes easier to implement when your agents collaborate with the right tools! Conference calls, sending SMS, intercom… Thanks to these small features, which adapt to your job, collaborative work is within everyone’s reach. Conference calls Centralize and manage your conference calls the way you want with Sipleo! Find all past teleconferences on the SipleoAssist tool or on your landline. From the start of the conference, add members to it, using the drag & drop functionality or right-clicking your mouse in SipleoAssist. This Sipleo feature allows you to facilitate remote collaboration and exchanges, but also to promote teamwork! Use case: if your team is teleworking and organizes recurring meetings, conference calls can be adapted to this type of use. Are your associates traveling and you need to have a quick update with them? Use Sipleo conferencing! More about conference calls Sending SMS It’s easy to send text messages to co-workers, via a single platform than switching to your chat software to send the message and get a response! On SipleoAssist, everything is centralized. In the “messages” category you can, in a few clicks, send, consult, delete or receive all your SMS, provided, of course, that you use a chip. Use case: you are working remotely or in the office and you want to question your colleagues, managers on a particular subject? Text him instantly. More about sending SMS Monitor your teams and manage availability Call recording, call statistics, Supervisor software… Sipleo has also thought of developing some tools to simplify the monitoring of your teams! Call recording Optimize your exchanges, protect your agents, train your employees… Call recording is possible with Sipleo. Obviously the reasons must be truly identified, because this practice is legally regulated by the CNIL. With Sipleo, you have the possibility to record calls globally or by tracking calls, from SipleoAssist, depending on the line and the origin of the call, a call in real time or even by defining the duration recorded conversations. Call recording allows you to better train and evaluate your teams, ensure the quality of telephone reception or even trace a call. Use case: you have just recruited a new employee and you need to train them on the cold calling or customer prospecting part. You can choose to record most of this agent’s phone calls and then see the positive/negative aspects with them when you listen back with them. More about call recording Call statistics In a business, planning is essential. The call statistics will allow you to know the flow of future calls, to organize the schedules of your employees or to improve your commercial strategy. With this tool, predict the flow of future calls based on past periods (days, weeks, months, years). This forecast will give you the possibility of anticipating and better organizing the schedules of your employees according to the days of the week. Sipleo’s dedicated interface helps you find out the duration and total number of calls made, for each extension or calls received per hour. Actionable stats that can positively impact your business strategy! Use case: do you want to optimize the working time of your employees on taking customer calls? Analyze the flow of calls at the same period, the year before and adapt their schedules accordingly. More about call statistics Strengthen the

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IPBX Sipleo: features that adapt to your business [PART 1]

Sipleo
26 July 2023
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#téléphoniedentrepriseagile Sipleo IPBX: features adapted to your business (PART 1) For more than 30 years, the Sipleo team has made every effort to offer companies a unique, scalable solution adapted to each business. Today, the enterprise telephony solution over IP includes more than 50 functionalities, whether in terms of reception, productivity, coupling, mobility, teleworking, collaborative work, team management or still safe. Whatever your job, your responsibilities or the size of your company, Sipleo is able to adapt! Let’s see together the features of the IPBX Sipleo, which can perfectly adapt to your business, among the categories listed above. The personalized reception of your business telephony Sipleo provides you with a large number of features, so as to personalize and adapt your telephone reception according to your departments, employees, internal scenarios (groups, schedules, profiles, etc.), entities, etc. The interactive voice server (IVR) It allows you to manage all incoming calls by limiting direct contact with your agents. This will guide and inform each caller as best as possible. The IVR has many advantages and is one of the key features of our IP telephony solution. Use case You can configure one or more interactive voice servers to meet different needs: inform your customers of an important event, in a fairly short period of time, without mobilizing staff; carry out surveys to improve the quality of exchanges; broadcast messages regarding new products/services or a one-off promotion; Quickly authenticate callers to provide better support. Many other configurations are possible with the IVR to optimize the work within your team and increase the competitiveness of your company. The multisite More flexibility, more mobility, multisite is a fairly widespread business format in France. Our IPBX allows you to pool your telephone lines and create a personalized reception depending on the line contacted. With Sipleo, pooling your lines gives you access to better line configuration and management. Use case With Sipleo’s multisite functionality, manage your telephone lines located on different sites from a single telephony solution; use a single number for several sites (medical sector for example); have multiple phone lines for a single site, etc. Does your business move and evolve? Sipleo PBX too! Other features are available on Sipleo to personalise your telephone reception as much as possible, including pre-answer, park server, personalised voicemail, queues, skills management… I invite you to discover them! Features to personalise your welcome Increase productivity with your business telephony SMS, conference calls, calls, faxes… All the features you need in your daily life are available on Sipleo! The click to call Configured with SipleoAssist and linked with the CTI, click to call is an essential feature for your daily telephone exchanges! Go to a Google page, a website, a CRM or even an email and simply click on the number you want to call. If the number is saved in your directory and belongs to a contact, the name of the contact will appear automatically. With click to call, you save time in the process of initiating a call, you automate certain recurring tasks, you reduce the risk of error and you can correct quickly if you click on the wrong number. Use case You are required to exchange by telephone daily with several people (customers, prospects, service providers, etc.). To guarantee better efficiency and avoid unnecessary errors, click to call will be your best ally! Skills management Facilitate the management of your incoming and outgoing calls by setting up a triage based on the knowledge and skills of your employees. The implementation of an interactive voice server (IVR) is essential to configure intelligent settings according to the skills of your agents. When a person seeks to contact your company (customer, partner, service provider, etc.), your IVR can perform 4 actions: identify the origin of the call using the telephone number; ask the caller to press the numbers corresponding to their request; consider caller requests; redirect them to the right person or the right department according to their problem. All the actions carried out by the IVS will allow the caller to have the right contact at the other end of the line. Use case Skills management will give you the possibility of establishing redirections to employees with specific skills: foreign languages, IT, legal, technician, sales, etc. A way for you to effectively handle incoming calls and considerably improve the customer journey. At Sipleo, we understand your needs and those of your customers. This is why various features are available to personalize and optimize your business telephony. Features to improve your productivity Computer-telephony integration (CTI) In addition to IVR (Interactive Voice Server), CTI (Telephony Computer Coupling) is also in high demand. The simple fact of being able to link your telephony solution to your business tool (CRM, ERP, other professional software) will simplify your daily tasks! In addition, once the CTI is configured, it gives you access to other very advantageous features! Automatic call distribution (ACD) The ACD is more responsive than a human. This innovative technology manages your employees’ skills and incoming call rules to help you receive as many calls as possible as quickly and efficiently as possible. In addition, the ACD will allow your telephony solution to route calls according to predefined variables (availability, languages spoken, trades, technical skills, etc.), as we saw earlier in the skills management section . Use case If you receive a large number of calls per day, the ACD allows you to intelligently route each call taking into account each skill; to distribute the capacities of the people in charge of the calls and not to miss any request; effectively manage overflows by forwarding a call on hold to another person able to meet the caller’s needs, according to one or more criteria defined beforehand (number of rings, availability, waiting time, etc.). Automatic sheet pop-up As its name suggests, this feature allows you to obtain the file (or file) of the person who is calling you or whom you are trying to reach. From the first ring, the information associated

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Call Recording and GDPR: What Does the Law Say?

Sipleo
27 June 2023
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#téléphoniedentrepriseagile 2023 – Call recording and GDPR: what does the law say? In recent years, call recording has been very regulated for companies. Appointment of a DPO, call recording conditions, limited storage of recordings depending on the activity, etc. One thing is certain, we cannot record just anything and anyhow! A quick note on the regulations To begin with, in the event that the company appoints a DPO following the entry into force of the GDPR, the latter must be associated with the implementation of the tapping and/or recording of calls. In addition, the recording or listening device must be registered in the register of processing activities kept by your company. Being a very regulated practice, listening to and recording calls must respect certain rules and limits, which we will explain later in this article. Listening and calls recording: what does the law say? The call recording system is legally regulated by the National Commission for Computing and Liberties (CNIL). When this is implemented within your company, you have the obligation to inform your employees and your customers and to obtain their approval. In addition, the listening and recording of calls must comply with certain measures, including the purpose of the recording, the retention period or the authorization concerning listening and access to data. Call recording conditions Within the framework of the call recording system, only exchanges pursuing a defined objective and recognized as being a necessity (training, evaluation, quality and proof) are authorized. Okay, but what do you mean? As an employer, you have the possibility of setting up telephone recordings, which can help you achieve your objectives, while respecting the conditions set out above. Training You can record, from time to time, the telephone exchanges of your agents as part of their training. The goal is to reuse recordings as a support to highlight the positive points and the various areas for improvement. Evaluation You have the possibility of occasionally recording the telephone exchanges of your employees, in order to evaluate them. The quality Improving the quality of your customer, after-sales, technical or other service can also be a condition for call recording. The proof If you are the director of an insurance firm, a bank branch and your business is to sell contracts over the phone, then call recordings are essential! In your sector, carrying out a transaction or establishing a contract over the phone is recurrent. To protect your company as well as your employees, the recording of calls can be used as evidence for any action taken. The shelf life of exchanges However, the shelf life of telephone exchanges is limited. Indeed, it must not exceed 6 months, except text imposing a specific duration or a particular justification. Analysis documents can be kept for up to 1 year. Concerning the organizations having to prove, if necessary, the establishment of a contract, the retention period is also limited and can sometimes be provided for by a specific text. The CNIL also indicates: “A data archiving and purging policy must be put in place, in accordance with the limitation periods for the action to challenge the contract provided for by law. » Authorisation and access to listening to recordings Access to the recordings must be limited to the services concerned by the objective pursued. In the event that the recording is implemented for quality of service purposes, only the persons included in this mission can access this data. GDPR: what does the law say? Regarding the GDPR, it should be noted that the recording of a call can begin when all the parties participating in the call have given their consent. This is required by the GDPR and other EU-wide regulations, such as the ePrivacy Regulation. The ePrivacy Regulation requires that you obtain explicit consent from end users before recording a call or using any other technology that stores personal data. In addition, all parties must agree and be able to withdraw in a concrete way. The GDPR also imposes a valid and legal ground for a call recording that could collect certain information. Calls recording with Sipleo The call recording option is available on Sipleo. The goal is to allow you to achieve your goals easily and more productively. Whether for training, evaluation, improvement or establishing proof, everything is possible with Sipleo. And even its configuration! With our enterprise IP telephony solution, you can record calls in just a few clicks: Globally or tracking calls Depending on the line and the origin of the call A call in real time By setting the duration of recorded conversations From SipleoAssist Our telephony solution also offers many other scalable and customizable features depending on your activity. Interactive voice server (IVR). Computer-Telephony Coupling (CTI). Soft phone. Pre-answered. Smart settings… Our teams are working hard to bring you the best features! On top of that, our IPBX adapts perfectly to your activities: service, industry, transport, logistics, accounting, and more! It can accompany you to the office or during your various trips. Our team is continually working on new optimizations in order to meet the needs of many companies located in France, in overseas departments and abroad. Do you have an idea in mind, a complex project or a specific need? We are open to all requests and can provide you with the solutions you need! *sources : ePrivacy (cookiebot) https://knowledge.hubspot.com/fr/calling/what-are-the-call-recording-laws https://www.cnil.fr/fr/lenregistrement-des-conversations-telephoniques-afin-detablir-la-preuve-de-la-formation-dun-contrat https://www.cnil.fr/fr/lecoute-et-lenregistrement-des-appels-sur-le-lieu-de-travail#:~:text=L%27employeur%20ne%20peut%20pas,pour%20lutter%20contre%20les%20incivilités. https://info.haas-avocats.com/droit-digital/rgpd-précisions-enregistrement-des-conversations-telephoniques Pour en savoir plus, prenez contact avec notre équipe ! contact@sipleo.com 04 94 08 65 45 Rejoignez-nous :

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Telecom – Why use VoIP in your business?

Sipleo
24 May 2023
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#téléphoniedentrepriseagile Telecom: why use VoIP in your business? VoIP is one of the many technological developments that have been supporting companies in their digital transformation for several years. Mobility. Cost reduction. Growing features. Simplified use… Voice over IP with Sipleo is a real opportunity for your business! Are you planning to change infrastructure? Discover all the information you need to know about VoIP, to help you take the plunge! VOIP: definition What is VOIP? VoiP (Voice over Internet Protocol) simplifies the telephony system of a large number of companies, in a significant way. In fact, voice over IP tools use a technology that makes it possible to transmit calls (video or voice) via the Internet. As a result, companies no longer necessarily need to have a traditional telephone network. Thanks to the cloud, they can easily make and/or receive calls from any medium (smartphone, tablet, computer, etc.). In addition to that, they continue to favor a quality of service identical to that offered by the operators. This is particularly the case for Sipleo, a telephone operator and expert in business telephony for more than 30 years. In addition to calls, our VoIP solution also integrates unified communication options, including: a call center, sending SMS, instant messaging, etc. Whatever your activity, the size or the type of services/products you offer, VoIP is an asset that should not be overlooked. Why am I telling you all this? Because, in addition to the simple aspect of use, VoIP offers many other advantages! Why use VoIP in your business? #1 A more economical infrastructure Thanks to VoIP, you have the possibility of using virtual telephony systems, in other words softphones. This turns out to be much less expensive than standard telephone systems. Indeed, by going through a softphone, and in particular that of Sipleo, the costs related to the purchase, installation or maintenance of your equipment (landline telephone, DECT, etc.) are reduced. Only headphones (with built-in microphone, for example) are likely to generate low costs. You should know that today, most companies use softphones instead of landlines. To learn more about this revolutionary tool, I invite you to read this article: “softphone: an asset for your business“. #2 Simplified deployment and better management Nowadays, installing a VoIP solution is easy. With Sipleo, for example, you can set up your own telephone numbers (national or international) very quickly. Once the installation has been carried out by our technical team, you have access to a whole range of essential features and tools on a daily basis. Training on our VoIP solution is set up beforehand, so that your employees can use each tool in the best conditions. In addition, you should know that VoIP solutions are more flexible than traditional solutions. Thanks to them, you can easily adapt your infrastructure according to your needs: adding additional positions/accounts during the hiring period, etc. #3 More mobility and better productivity In addition to savings and easy management of each communication, VoIP gives you better mobility. On the one hand, your employees can communicate with each other much more easily. In particular through several tools, including instant messaging (with SipleoAssist for example). On the other hand, the mobility of your agents is changing. Since they can access different means of communication while on the move, setting up remote work or possible travel is now easier. With Sipleo’s VoIP system, you have the possibility to intelligently redirect each customer to the right service. This saves time, productivity and optimizes the experience of your customers. Sipleo provides you with three essential tools for working in the office, at home or elsewhere: ? A telephone assistant available on computer to give you an overview of the name of the interlocutor when ringing, answering or making a call – SipleoAssist; ? A tool to call or pick up on your computer – SipleoPhone; ? Our telephone assistant accessible on your mobile, which allows you to exchange with your customers or collaborators, while using your professional number or that of your landline – SipleoMobile. #4 The effectiveness of your customer service VoIP solutions have the advantage of being able to be coupled with many professional tools: CRM, ERP or other software. This allows your teams, regardless of department, to track every project or retrieve customer data at any time. Sipleo offers the coupling of telephony to IT in its various offers. This function improves the daily life of your employees, optimizes your customer service and makes your company more competitive! Our VoIP solution links with many professional tools, including Wavesoft, Sellsy, Salesforce, EBP, Agiris… And more. I invite you to discover our non-exhaustive list of software compatible with Sipleo. Your business tool does not appear in the list? Do not panic ! Contact our team so that we can check the possibility of coupling with Sipleo. VOIP, a strategic and intuitive solution for your business As we have seen in this article, VoIP technology is more than beneficial for your business! In addition to its many advantages, VoIP is a strategic technology to make your business prosper and make it more efficient. The Sipleo VoIP solution gives you the benefit of essential tools and features for your structure and the daily life of your employees. In addition to that, it is coupled with more than 20 softwares that you and your agents use daily: CRM, ERP, professional software… Being developed internally by our team, Sipleo has the ability to be flexible and evolve at the same pace as your company: opening of a new site, recruitment session, establishment abroad, development of a new service… Everything is done to simplify and optimize your missions, whether you are in the office or on the move. Do you have questions about our VoIP telephony solution? Get in touch with our team right away! contact@sipleo.com 04 94 08 65 45 Follow us:

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The softphone: a major asset for your business

Sipleo
28 April 2023
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#agilebusinesstelephony The softphone tool: an asset for your company A large number of companies have chosen to dematerialize the fixed telephone switchboards, offered by IP telephony, for several reasons: to allow employees to work from home in the same way as in the office and to facilitate internal and external exchanges . The tool, present in most VoIP telephony solutions and able to do without a fixed switchboard, is the softphone. This has literally transformed many computers into telephones. But then why use the softphone in business? Aside from mobility, what are its other benefits? We tell you more in our blog post. What is a softphone? First of all, you should know that the softphone is a virtual phone. It is both dematerialized and has a real phone number. Thanks to it, you have the possibility of launching your calls from a computer or a mobile phone, via the Internet. When you make calls, your communications are sent in packet data. In fact, the principle is the same as for emails or downloads. In addition, this tool works through a web application, which is associated with an IP telephony solution, such as Sipleo. With the softphone, you can also have a fixed or mobile line with a national or international number. It just depends on your business and your goals. In summary, the softphone replaces traditional telephone switchboards on IP and gives you better mobility and flexibility. But the benefits don’t stop there! So that your employees can work in good conditions and meet the needs of each interlocutor, prefer audio headsets and microphones! How to choose ? To better understand the importance of this essential tool and help you make a choice, I invite you to read the article “Fixed telephony: how to choose the right telephone equipment?“. The softphone and its advantages for your company Today, this tool is increasingly used in companies, because it improves the mobility of your employees and is easily integrated into new work habits. However, the benefits of this revolutionary tool for companies do not stop there. Whatever the size of your business, the softphone is a real asset. And that’s why! #1 An economic benefit Thanks to this dematerialized tool, you no longer need physical equipment (except headphones and microphone), to renew your equipment or to maintain it. And this represents an economic benefit and time savings in terms of logistics, which are not negligible. As a telephone operator, Sipleo offers you lower costs than traditional telephone lines. #2 Easy installation and quick start Installing the softphone is very easy. It’s as simple as installing software or a mobile app. Our softphone is a tool that is extremely quick to learn, whatever the level of mastery of the software. The interface of our softphone is intuitive, clear and displays only the essential elements. It is designed so that each user can master the calls and all the features in a few minutes. #3 More mobility As explained above, the softphone is a considerable asset for corporate mobility. Since the telephone lines are dematerialized, your employees can work from any location and move around without constraint. At the office, at home, on the move, via wifi, 4G (5G), from a computer, tablet or mobile phone, the softphone allows you to remain reachable at all times, while guaranteeing very good quality of calls made. #4 Better productivity Eh yes ! The softphone also improves the daily missions of your employees, as they also benefit from certain options provided by the VoIP telephony solution, such as: • Click to Call (Click to Talk/Click to Dial). Regardless of how this functionality is called, the principle remains the same: launch a call by clicking directly on the number or contact present on your business tool, web page or other interface. • Call handling. Better call qualification and faster note taking thanks to computer-telephony integration (CTI). • Call recording. Possibility to listen to an exchange again, to transmit information to a service or to improve the training of your employees. #5 A successful customer experience Depending on the line of business (customer service, call center, etc.), our VoIP telephony solution and softphone provide better uptime for customers. Indeed, thanks to better management and redirection of incoming calls, the customer experience is successful! #6 An essential telephony-computer coupling Our softphone can be easily connected to your company’s CRM, ERP or other business tools. This feature gives your employees the possibility of making direct calls via the company’s management software. The softphone, an essential tool Today, the softphone is a very advantageous tool for companies, whether in terms of cost, handling, productivity or functionality. Thanks to it, a new form of mobility is possible. Your employees can move around while remaining reachable and that’s a real opportunity! Our VoIP telephony solution and our softphone are tools that facilitate the daily tasks of your employees. Simple and intuitive, they adapt to all types of companies, whatever the sector of activity. Do you have questions about our IP telephony solution? Get in touch with our team right away! Pour en savoir plus, prenez contact avec notre équipe ! contact@sipleo.com 04 94 08 65 45 Rejoignez-nous :

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Telecom | Your personalized interactive voice server (IVR) with Sipleo

Sipleo
21 March 2023
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#téléphoniedentrepriseagile Telecom | Your personalized interactive voice server (IVR) with Sipleo Faced with the always very specific needs of our customers, our Sipleo telephony system is constantly evolving. The requests we receive are generally based on the desire to offer personalized services and exchanges. The goal is to convince potential prospects and retain existing customers. This strategy has proven to be beneficial for a large number of businesses, including our clients, as it has boosted their sales, improved their brand image and built trust with their customers. With Sipleo, the customization of your interactive voice server (IVR) is done through features configured and/or created according to your needs. Pre-answered. Waiting music. Personalized message. Call script. Making appointments… So many choices to optimize your company’s telephone reception and the relationship with your customers. In this article, you will discover the situations in which the personalization of your IVR is more than necessary. We will also offer you some examples of possible configurations with the Sipleo SVI. Your interactive voice server (IVR) personalized according to your structure With Sipleo, the IVR will help you manage all your incoming calls, while adapting to your structure. It is not always easy to combine both call management and internal organization. As a franchise, business network, multinational, multi-entity or business, it is important to set up a good organization, so as not to neglect your external and internal communication. How to take advantage of IVR for your business? Thanks to the SVI, you have multiple configuration possibilities. You can coordinate all your calls to a single number and/or use the caller’s location to route the call to the right structure. This strategy facilitates the work of your employees, directs customers more quickly to the right structures and saves time. Note that this operation may require configuration with a CTI (computer telephony coupling), which I will have the opportunity to talk to you about a little later in this article. Situation: Take the example of several accounting firms located in Provence and all associated with a group. These offices are located in four different departments in the PACA region and can be reached via a single number. On the other side of this telephone number, there is a secretary. It answers all calls and redistributes them according to the availability of the accountants of each firm thanks to our management and supervision tool SipleoAssist. It would also be possible to transfer calls to specific firms taking into account the geographical position of each caller. To better understand, I invite you to discover how CER France Provence accounting firms work with the Sipleo telephone system. In summary, whatever the size of your company (self-employed, SME, VSE, GE, etc.), the Sipleo interactive voice server (IVR) plays an essential role in welcoming, monitoring and relating to your customers. This is also why it is essential to set up a personalized IVR to qualify the caller’s needs and redirect them more quickly. Your interactive voice server (IVR) personalized according to your customers To effectively process and satisfy your customers’ requests, it is essential to set up an IVR, taking into account the needs of your callers. You regularly meet people abroad, individuals, professionals, people located in a certain region of France or your customers are looking for a particular service… To route each call intelligently, the Sipleo interactive voice server is your best ally! Taking into account your customer typology, several parameters can be set up by your IVS: Detection of the caller’s number in your data thanks to the coupling of Sipleo with your professional tool (CTI), Analysis of the spoken language of the caller according to his telephone number or the number chosen in the IVR, Distinction between an individual and a professional, Request and recovery of the customer code, Call redirection based on the knowledge and skills sought by the caller. Finally… The possibilities are endless! In addition, by linking your SVI with your CTI, you benefit from a wider range of configurations. Thanks to this, the management of your customer requests is more efficient and your callers are satisfied with the quality of your service. The last point of this article is just as important, because an IVS can also be set up according to current events or specific events. Your interactive voice server (IVR) personalized according to the news As we have seen previously, the interactive voice server can be personalized taking into account the organization of your company, the type of your customers, but also the social context. This is what we will see in this part. Whether in times of strike, shortage, global pandemic, sales or any other event, your interactive voice server will have to be adapted, and this, very quickly! Situation: Take the example of a firewood store, specializing in the production of pellets and pellets, located in Varennes-sur-Allier. You should know that Ukraine is one of the main pellet producing countries. However, since the end of 2021, due to the Ukrainian-Russian conflict, production has fallen sharply and the price has soared. Added to this is the increased cost of transport, packing bags, etc. Being highly solicited and able to meet only a weak demand, the company had to make a choice to maintain productive exchanges with its customers. 3 Bois favors sales to professionals and individuals located in their delivery area. To be able to exchange with professionals and individuals located in their delivery area, the company has set up an IVS, allowing you to: Direct calls from professionals to a switchboard, Route calls from individuals located in their delivery area to a switchboard as well, Forward all other people to an answering machine broadcasting a personalized message. I invite you to discover how the 3 Bois brand was able to take advantage of certain features of the IVR Sipleo to redirect customers to a switchboard or an answering machine and thus optimize its call management and its time. Everything is possible with your Sipleo interactive voice server (IVR)… Even

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