Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.

Headset callWhat are your answers to these important questions:

How many people call your main telephone number in a given period of time? From a marketing perspective, it’s important to know how effective you are in reaching your business audience and generating responses.

How many people called in response to your new marketing campaign? It may be helpful to have separate telephone numbers for different marketing campaigns in order to gauge their effectiveness.

When do you receive the most calls? And, how long do callers wait for someone to answer their initial calls? How long are callers waiting on hold? Also, how many abandoned calls do you have? Answers to these questions will be important to assist with staffing levels by time of day and day of the week.

Do you know how many calls were answered per person? And, who is answering the fewest calls? Do you have enough lines to handle your call volume?

By deploying an ACD (Automatic Call Distribution) system, you could have the information at your fingertips to answer these and other crucial questions.

Summary of ACD benefits: Benefits

Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.

Callers entering into ACD systems have the comfort of knowing that their call is being processed by prompting the caller periodically through various messages. ACD above all else, eliminates terminal holds which can be extremely frustrating to customers, and your business can ultimately lose the customer. This can cost your business thousands of dollars in lost business that can never be measured.

Decreasing costs always provides a tremendous benefit to organizations, and ACD systems can certainly help accomplish this goal.

Efficient contact centers can:

  • Eliminate multiple handling of calls, reducing staff expenses.
  • Manage staffing levels by providing report data on call center activity and call flow.
  • Connect Multiple Locations: ACD can easily route calls to agents sitting at different or remote locations. All the agents working in different geographies can function as one single team.
  • Manage agent efficiency.
  • Reduce returned calls.
  • Help determine the correct number of incoming lines.
  • Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call.
  • “With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope.”

    ACD acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess key performance indicators and optimize resources more effectively.

    Exploring these possibilities could be an important step in improving customer service and ultimately, your bottom line! View the following short introductory video showing some of the features available to the Contact Center Agent running UC Suite for the NEC SV9100:

    Ask us about the possibilities. More info

    Join the Cloud Crowd . . .

    It’s Time to Move Your Business Communications into the Cloud

    There’s still plenty of room for your business in the Cloud!

    Embrace UCaaS: Unified Communications as a Service

    UCaaS is an all-in-one solution, a single payment service that includes voice, messaging, mobile features, conferencing, collaboration, and a wealth of other communication services. Easily add new features and applications as they become available without substantial investment costs.

    “There are two times when it makes more sense to go with UCaaS than a premise-based UC anchor: always and now.” ~ Dave Michels, Unified Communications Strategies

    Top 4 Benefits of UCaaS: Software-based Communications in the Cloud

    1. Lower Costs: Changes in communications are happening at an unprecedented rate. It simply makes no sense to invest in an on-premises communications system that could be obsolete within 12 months of installation. With UCaaS, the provider shoulders the burden of maintaining and upgrading your communications technology infrastructure.

    2. Flexibility: Fast provisioning of new applications and features gives you a level of agility in your communications system previously unheard of.

    3. OPEX versus CAPEX: UCaaS is a service, not an investment in hardware. You choose a solution to fit your business needs and only pay for what you use, making communications an Operating Expense (OPEX) rather than a traditional Capital Expense (CAPEX).

    4. Reduce Demands on In-House IT Staff: Keep your IT staff’s focus and energy on your core business.

    Advanced Applications

    UC applications are becoming more advanced. These emerging sets of communications tools will be easier to deploy through a cloud platform setting. Applications will start to develop more intelligence, integrating with the business software of other vendors like Salesforce. Salesforce is the premiere customer relationship management (CRM) tool used by many industries. Like many emerging powerhouses in technology, Salesforce is a cloud-based platform.

    While most cloud-based offerings are relatively new to the market, there are several players, such as NEC, which bring decades of experience and stability to their products. The functionality of UC applications will increase, as well as their security and stability. NEC’s Managed Security Services provides the communications security features every business should look for. These will be the tools many businesses and organizations employ to improve productivity, customer satisfaction and team collaboration.

    Communications Through the Cloud

    Tom Nolle on No Jitter believes the cloud will continue to grow, with flexibility in the forefront. With remote workers in coffee shop locations, road warriors traveling in the sky, and personal devices being brought into the office, a cloud-based communications solution will allow its variety of users and devices to easily connect to their UC infrastructure. IT staff will be able to better maintain multiple office locations through the business cloud. Cloud communications will help teams collaborate on assignments and improve productivity.

    Get in touch with Nutec Electro Tel today toll-free at 1-800-898-3336 or email: sales@nutecelectrotel.com to schedule your no-obligation assessment and consultation.

    Wireless Office?

    Wireless is fast becoming a major component of network infrastructures as workforce demands for mobility evolve. There is a desire for the flexibility to move about the office without having to crawl under a desk to find a network connection.

    With a plethora of devices requiring connectivity, there is often a significant drain on IT budgets to provision the required network cabling. This provides further impetus to seriously consider wireless solutions.

    Here are some factors in the decision-making process when considering wireless expansion, or transitioning to full wireless:

    – Overall network security plan
    – Capacity for multiple devices per user
    – Support for multi-user multiple input, multiple output (MU-MIMO)
    – Utilizing real time applications such as voice and video
    – Managing network complexity
    – Satisfying user expectations

    Shedding the wired network totally may be desirable, but is not likely to be universal in the near future. However, acquiring the 802.11ac wave 2 devices will be an important consideration. The potential for MU-MIMO and offering higher throughput per access point (up to 2.5Gbps in some instances), make them worthwhile.

    If you are considering a wireless office system, contact Nutec Electro Tel now for a no obligation consultation:
    Toll free (800) 898-3336

    Toll Fraud Defense

    Toll fraud, also known as phreaking or phone hacking is a risk to businesses of any size with an estimated 85% considered to be vulnerable

    Prevention Tips:

    In a previous article I shared the following toll fraud prevention tips:

    1. Learn how toll fraud can occur. Talk to your telephone equipment provider and learn how they can help you. Engage your long distance service provider and implement appropriate prevention measures. If your business doesn’t require international calling, consider blocking international calls from being initiated from your system.

    2. Limit access to your telephone system. Hackers may gain access to your telephone system and call long distance directly using your lines. Often this is accomplished through voice mail menus. They use system commands to obtain dial tone and place calls as if they originated from within your premises. Your system may still have factory default passwords. Simple passwords such as these enable fraud and make access easy to achieve.

    Now available: Toll Fraud Defense

    The NEC SV9100 Communications Solution now includes an expanded and diverse portfolio of InApps. As well as providing compelling business benefits, these built-in/on-board apps require no external PC or server making them highly cost effective and reliable. And using a browser interface, they provide 24/7 availability for your business. Be sure to consider including a toll fraud defense application with your next business telephone system.

    – Effective 24/7 defense from Toll Fraud
    – Low cost solution with no extra PC required
    – Configurable to your specific business call activity
    – Health-check feature to assess any weaknesses during installation

    All call activity is monitored 24/7 and any suspicious call activity is detected instantly. This results in one of two automatic alerts: an ‘alert only’ email sent to designated recipients, or in more severe cases an ‘alert and block’ which prevents any further call activity instantly.

    Get in touch with Nutec Electro Tel today toll-free at 1-800-898-3336 or email: sales@nutecelectrotel.com to schedule your no-obligation assessment and consultation.

    All Aboard with UC?

    What is Unified Communications (UC)?

    Gartner defines unified communications (UC) products (equipment, software and services) as those that facilitate the interactive use of multiple enterprise communications methods. This can include control, management and integration of these methods. UC products integrate communications channels (media), networks and systems, as well as IT business applications and, in some cases, consumer applications and devices.

    Why deploy UC

    UC’s primary purpose is to bring every form of your communications together in one single interface and deliver voice, text, e-mail, or video messages to the devices most accessible to the intended recipient. For example, voice calls to desk phones may be routed to the user’s smartphone or tablet when required. Similarly, e-mail intended for a desktop mailbox could be sent to the user’s mobile device.

    Who needs UC?

    In this fast-pace, mobile world many of us need to stay connected while we are on the move. By using UC, you can start a phone call from your desk phone, and continue the call seamlessly on a mobile device as you walk away from the desk and out of the office. So, in terms of continuing the business phone call and saving time by completing the task at hand, you don’t need to tell the person you’ll call them back later.canstockphoto14023964

    There are a lot of ways you and your colleagues can be reached. This also means there are a lot of ways you could miss a call or message if you’re not organized and constantly keeping up with it all. Presence technology, another major UC component, offers substantial value by providing a status indicator that conveys the availability of you and your device(s). This maintains real-time information about a person’s availability. Accordingly, it is possible for presence-enabled applications to make accurate decisions about how to contact a person based on what the application knows about that person’s availability. Rather than calling the person’s office, home and cell phone, you may save time by contacting the right device the first time.

    What to look for in UC

    As technology converges, communications platforms are shifting to software-based applications, which are integrated with each other and with business applications. This indicates the importance of partnering with an agile, competent provider that will keep your communication systems current and performing properly.

    Contact Nutec Electro Tel now for a no obligation consultation: canstockphoto12019891


    Toll free (800) 898-3336

    Do you have the tools you need to manage resources through your business telephone system? Is it providing you with the information you require? The NEC SV9100 helps manage resources in several ways. Find out how here.

    NEC SV9100

    Let’s check out what NEC’s SV9100 InControl has to offer.

    NEC’s SV9100 InControl is a web based application that will provide reports on a company’s employees, resources, and callers.

    This is an application that allows organizations to better manage resources; those resources can be people or hardware. InControl has many benefits to offer that will help you make better decisions and provide evidence to back them up. Meanwhile, here are three examples that demonstrate how the NEC SV9100 helps manage resources:

    1. Phone Number Details. Have you ever had a customer complaint that no one returned their call? InControl will follow a call as it moves through the conversation. You can access call information by the caller’s phone number, date and time, and details are provided such as:
    a. How many seconds the call rang before it was answered
    b. Who answered the call and duration of the conversation in seconds
    c. If the call was put on hold, how long it was on hold
    d. If the call was transferred, to whom it was transferred
    e. How long it rang at the transfer destination
    f. Perhaps it transferred again to the destination extensions voicemail. If so, how long was the voicemail conversation. This can give you a good indication of where the ball may have been dropped.

    2. Extension Summary by Department. To help manage resources, perhaps you want to look at your sales departments call activity. You may schedule a weekly report emailed to you showing the last week’s call summary of the sales department. You could include others in this email as well. You can view the inbound, outbound, internal calls (intercom calls), and total calls. You can see the total duration and the average duration per call. You may run this report live if you need to see additional information. If there is something that just doesn’t seem right, you may drill down further by individual extensions within the department.

    3. Trunk Utilization. Are concerned that you don’t have enough trunks and some callers are getting busy signals? Or, are you paying for too many trunks? You can run the trunk utilization report and get the information you need. Perhaps you should schedule this report and run an email to yourself monthly. If your business is growing, at some point you’ll start to run into busy problems. This will help you take proactive measures to manage resources.

    Please view this short video for more detail:

    Contact us now for a no obligation consultation:


    Toll free (800) 898-3336

    Reference to “The Cloud” has become part of everyday communication in the technology world. So, what is the cloud? Cloud services are off-premise resources provided over the Internet. The cloud infrastructure includes the hardware and software components, such as servers, storage, networking and virtualization software required to support the needs of a cloud computing model.

    Cloud services are becoming increasingly popular:

    Often the technology deployed is kept current so the user always has access to the latest features and benefits.
    Reduced capital expenses and the associated budget issues are important benefits. By using an operating expense model in most cloud-based solutions, quicker solutions can be embraced.
    Software as a Service


    Infrastructure as a Service (IaaS) is a form of cloud computing that provides virtualized computing resources over the Internet. IaaS can be utilized by enterprise customers to create cost effective and easily scalable IT solutions where the complexities and expenses of managing the underlying hardware are outsourced to the cloud provider. If the scale of a business customer’s operations fluctuate, or they are looking to expand, they can tap into the cloud resource as and when they need it rather than purchase, install and integrate hardware themselves.

    IaaS platforms offer highly scalable resources that can be adjusted on-demand. This makes IaaS well-suited for workloads that are temporary, experimental or change unexpectedly.


    Monitoring as a Service (Maas) allows you to keep your localized infrastructure and setup inexpensive monitoring for your systems and services. You also have total control over which devices are monitored, polling intervals, and monitoring methods (ping, HTTP GET, etc.). You can also setup email, SMS, and other notifications for failed services through the vendor’s control panel software.


    Platform as a Service (PaaS) is a category of cloud computing services that provides a platform allowing customers to develop, run, and manage applications without the complexity of building and maintaining the infrastructure typically associated with developing and launching an app.[1][2][3] PaaS can be delivered in two ways: as a public cloud service from a provider, where the consumer controls software deployment with minimal configuration options, and the provider provides the networks, servers, storage, OS, ‘middleware’ (i.e.; java runtime, .net runtime, integration, etc.), database and other services to host the consumer’s application; or as a private service (software or appliance) inside the firewall, or as software deployed on a public infrastructure as a service


    Software as a Service (SaaS) is a software distribution model in which applications are hosted by a vendor or service provider and made available to customers over a network, typically the Internet. PaaS refers to the delivery of operating systems and associated services over the Internet without downloads or installation. IaaS involves outsourcing the equipment used to support operations, including storage, hardware, servers and networking components, all of which are made accessible over a network.

    SaaS removes the need for organizations to install and run applications on their own computers or in their own data centers. This eliminates the expense of hardware acquisition, provisioning and maintenance, as well as software licensing, installation and support.

    Unified Communication as a Service
    Unified Communications as a Service (UCaaS) is a delivery model in which a variety of communication and collaboration applications and services are outsourced to a third-party provider and delivered over an IP network, usually the public Internet.

    UCaaS technologies include enterprise messaging and presence technology, online meetings, telephony and video conferencing. UCaaS is known for providing high levels of availability (HA) as well as flexibility and scalability for core business tasks.

    Many companies use UCaaS to avoid the capital expenses associated with deploying a unified communications solution on their own.


    XaaS is a collective term said to stand for a number of things including “X as a service,” “anything as a service” or “everything as a service.” The acronym refers to an increasing number of services that are delivered over the Internet rather than provided locally or on-site. XaaS is the essence of cloud computing.

    Everything as a Service is a good idea and not just in theory — XaaS can help your business go toe-to-toe with the big guys with very little up-front cash and minimal investment in time to get started.

    Hybrid Cloud

    Everyday there are more cloud platforms, services and environments surfacing, it is often challenging to keep abreast of the cloud evolution. One trend that is clear is the move to hybrid cloud, with the common progression for organisations being a transition from private to public followed by hybrid.

    Hybrid cloud utilizes both on premise resources as well as remote server based cloud infrastructure to achieve the right balance between scalability, flexibility and performance. Accordingly, the hybrid cloud is often a preferred cloud choice.

    Be Selective

    When it comes to choosing who will assist you on your journey, be selective and find partners that will support your business model and acknowledge and understand your needs.


    – Interoute
    – Linux Magazine
    – Ricky M. & Monique L. Magalhaes
    – TechTarget Network

    Embrace a phone system that is always available, no matter where you go. As you expand, you also have a lot of opportunities without needing to buy extra equipment. These days, nearly every facet of communication can be taken to “the cloud,” and Unified Communication (UC) is no exception. Modern UC solutions let organizations focus on their core mission rather than keeping up with technology. These solutions have three important attributes—hosted, virtual and managed—each of which offers unique business benefits.

    Cloud adoption is increasing

    Cloud applications continue to increase in popularity and UC is no exception, with experts projecting continued growth in cloud adoption for IP telephony, video and web conferencing, IM, and email/calendar applications. Predictable operational costs and reduced capital costs are among the leading drivers accelerating deployment of UC cloud applications.

    The fact that your entire phone system is online can help with connectivity like you’ve never experienced before. You can have one number that connects every department rather than needing to connect multiple departments with different phone lines. Also, no wires are needed or other phone equipment necessary that can easily get in the way. The connectivity provides access to your VoIP service anywhere you go. This includes calling in through your cell phone from a hotel or around the world. Customer calls can easily be routed through your smartphone so you won’t have to worry about missing a single call. You can even play back your messages wherever you have an Internet connection. More so, VoIP works like a personal secretary, your own built-in artificial intelligence.

    Customer Friendly Features

    With features like personal attendant, you can intelligently guide your callers to the department they want. The ability to connect all departments easily helps get a call to the right person faster without needing to be placed on hold. You never have to worry about losing a customer or missing out on connecting with a business associate right away.

    Every business is unique. Each has its own processes, configurations and preferred methods of communication. We partner with you to assess your environment and customize a solution for your business. That solution should support easy updates as your business grows and your requirements evolve.

    Experience the benefits of VoIP for your business to see how easy it is to set up and use. Contact us to find out more about how we can set up VoIP for you with no capital investment.

    Let’s look at how your present business communication functions and compare that with future requirements.

    If your workforce is at multiple locations, connecting everyone together has traditionally been a challenge. With current technology it is much simpler and more affordable. By bringing everyone together under one platform you will avoid isolation and facilitate collaboration. And, with the continuing trend to have remote employees and contractors, it becomes a mandatory requirement.


    The size of your company is a big factor that will help you determine the solution you deploy. For instance, companies with less than 20 users are more likely to employ a virtual system, because of the lower start-up costs. However, buying a PBX system can make perfect sense for larger organizations (or smaller businesses with a long horizon), because the cost of ownership can be less expensive in the long run than a virtual PBX. You also need to factor in any expected business expansion. A business communications solution is a long term commitment for most companies and you’ll want to assure that it can grow with you.

    Present phone system

    What type of telephone system is in place now? What’s working for you and what’s not.

    Call handling

    In order to create an effective solution for your company’s needs, we need to determine the number of simultaneous phone calls during peak calling periods. Your receptionist may be the best resource for this, or the information may be available in a report out of your present system.

    How are calls typically answered by an automated attendant or someone answering the phones? From that point, how do calls get distributed? What happens to the call if the intended party is on the phone? What happens if they are out of the office?

    It’s important to get feedback from your heaviest phone users and their managers. Typically, the sales and customer service departments are the groups who have the most intensive telephone users. They likely know your company’s communications challenges best.

    With all this information, we can work with you to develop an efficient call handling process.

    Contact us now for a complimentary evaluation: 1-800-898-3336.

    Business Telephones and Other Terminal Devices

    Today there are a plethora of terminal options from which to choose for your new business communications system. Let’s explore some of these.

    Executive Telephones. These are larger phones with color screens, touch screens and one-touch feature access. Ideal for the power user.

    Standard Desk Telephones. This is your regular office phone that offers some amenities, but not as many as the more expensive models.

    Basic Business Telephones. Ideal for low-usage locations such as kitchens, libraries and lobbies.

    Softphones. Software installed directly onto your computer, laptop or mobile device, allowing you to use your device. It’s as reliable as your computer, but it wins points for convenience and price.

    Wireless Phones. Perfect for receptionists and employees who frequently move about the office, this allows them to always be within reach no matter where they are located.

    Door Phones. These are typically placed next to security gates or access doors. With a direct connection to the receptionist or designated employee, they can screen the caller and even remotely unlock the gate or door.

    Specialized Devices

    Answering Position. These specialty phones are typically reserved for receptionists, because they allow the user to see the status of every phone user. Desktop options are available as an adjunct to the telephone set.

    Audio Conferencing Unit. Quality hands-free speakerphone options are available: small units for the office, or boardroom size with options for extended microphones.
    Voicestation 500

    Fax Lines. Typically, these dedicated analog lines are already in place. They can be replaced by Internet-based solutions. You can even keep your fax machine if you want, but eliminate the analog fax lines. It’s another way to modernize and save money.

    External Loud Ringer. Utilized within large spaces, where employees are able to hear a ringing phone throughout the building. These are great for warehouses, kitchens and manufacturing plants.

    External Paging System. This allows phone users to access an external set of speakers and announce a message to a large area.
    As you can see, there is an abundance of terminal devices available for today’s business telephone systems.

    Please contact us for a complimentary consultation.