Our flexible Contact Center solutions fulfill a wide range of customer service and contact center needs – from high capacity customer service operations across multiple locations to a company’s day-to-day call and front office demands. Our sophisticated, yet easy-to-use solutions allow you to integrate your contact center into your overall corporate Unified Communications system to support:

• Personalized service and improved customer retention.
• Easier access to the right skills and information, at the right time wherever and whenever they are needed through Presence, IM, Web Collaboration and more.
• Multisite and a Distributed Agent model that lets you deliver quality customer service from anywhere.
• Handy tools like Web Dial, Call Attached Data, Call Recording and more that improve your agents’ efficiency and the level of service they provide and let you meet the unique business or regulatory needs of your clients.
• Agents and supervisors use the standard company-wide User Interface MXIE to access multiple Agent and Supervisor Roles and let them log into multiple roles simultaneously to increase your ability to multi­task and handle over­flow and priority calls.
• Customized reporting tools which allow Supervisors to generate their own contact center reports through a simple drag-and-drop menu to monitor Agent and call status, define Wallboard information and access other real-time reports.

Whether your company has a handful of agents in a support group or every employee is an agent in a call center, the ICC solution from Zultys can scale to meet your requirements and supercharge your call center.

Call Dynam Communications for more information and free quote.

214-810-4729

DynamCommunications.com

Overview: Communication is an essential part of every business, both small and big. Virtual phone systems are the latest communication tools that are being increasingly used by small businesses and mobile professionals, such as contractors and electricians. It is a communication tool that provides several advantages for small businesses and gives them a competitive edge on their competitors. So what exactly is a virtual PBX? It is basically a business phone system. As the name suggests, virtual phone systems are not located in the office of the business that is using this system. The hardware and software of these business phone systems are located in the office of the service provider that the business has selected.

Call today for your free Zultys PBX Office Phone System quote:

214-810-4729

www.DynamCommunications.com

Austin, Dallas, Ft Worth, Houston, San Antonio, Lubbock, Midland, Zultys, Cisco, Aastra, Polycom, Office Phone Systems, IP PBX, PBX, VoIP

VoIP gateways can be combined with traditional PBX functionality enabling businesses to use their managed intranet to help reduce long distance expenses, enjoy the benefits of a single network for voice and data and advanced CTI features or be used on a pure IP system which in most cases give greater cost savings, greater mobility, and increased redundancy.An IP-PBX can exist as a hardware object, or virtually, as a software system.  Because a major part of IP PBX functionality is provided in software, it is relatively inexpensive and easy to add additional functionality, such as conferencing, control of live calls, Interactive voice response IVR, TTS/ASR text to speech/automatic speech recognition, Public switched telephone network interconnection ability supporting both analog and digital circuits, Voice over IP protocols including SIP, Inter-Asterisk eXchange, H.323, Jingle extension of XMPP protocol introduced by Google Talk and others.

via IP PBX – Wikipedia, the free encyclopedia.

While zultys hasn’t yet created it’s own iphone application, this appears to be the next best thing.

After downloading the application from the App Store, go to the main iphone settings icon, click on media5-fone, put in your server’s address, username, and password and other settings, and start using the app.

Outgoing calls work perfectly and will send out your work caller ID. Incoming calls however require you to keep a constant connection to the MX250 which drains batterylife, so it’s a toss up. To keep a constant connection, go into the apps settings and disable powersaving mode.

Enjoy!

Document your Business Requirements

The right place to start is to document your business requirements.  This document will be needed to ensure the solutions you consider can meet your needs.  Start by answering these questions:

1. What is the current or initial size of the call center in terms of people?
2. What is the expected growth or hiring plan for the next six to 18 months?
3. Do you have or expect to have more than one call center or office location?
4. Is or will your center be focused on incoming calls, outgoing calls, or both (blended)?
5. Along with incoming calls and outgoing calls, would you like your customers to have the ability to chat with a representative online, send email inquiries, and perhaps send faxes to your representatives?
6. What is or will be the hours of operation?
7. Will there be one group or several groups handling specific call types?

Scalability – Expand the System as Your Needs Grow

Your responses to the first two items above will provide you with a sense of the required scalability of your telephone system.  In other words, you should purchase a system that meets today’s needs but can scale or grow to your expected growth.  The costs of adding people and features should be incurred when the people or functions are needed.

Connect Multiple Offices

If you have more than one center then you will need a system that can handle more than the initial office or, as additional phone systems are deployed, the systems will need to be ‘linked’ or ‘grouped’ so they can share data, provide real-time information on how busy people are in the various offices, and can route calls (load) between the offices.

Inbound, Outbound, Live Chat, E-mail, Fax Correspondence

Call centers have evolved from simply answering telephone calls into a center into being Contact Centers and handling inbound calls, outbound calls, email correspondence, fax inquiries, and providing Live Chat.  Call centers that will be making outbound or both incoming and outgoing calls may need a “dialer” option that has the ability to queue incoming calls and outgoing calls.  A good dialer system has the ability to dial a number, detect a live answer and then route the call to an agent and pop a screen with the contacts information and purpose of the call.  You should also decide whether a requirement is the ability for your customers to chat online with a representative or send email inquiries.  In which case, your solution will need to unify incoming calls, outgoing calls, email messages, instant messages, and perhaps even fax correspondence.  Again, the requirements for each should be documented in your business requirements document.

Automated Attendants & Operator Groups

What will the hours of operation be for your center?  Should calls go to an Automated Attendant (i.e., “Thank you for calling.  Press 1 for sales, press 2 for service” and so on) which then route calls to the appropriate department or “Operator Group” such as to your Sales team or Service team.  You will need the ability to “overflow” calls from a busy group to a backup group.  This will ensure you the ability to use the resources on-hand during periodic calls spikes without hiring additional people only to cover the peaks.

Direct Telephone Numbers (DID)

Depending on your environment, you may want to give each employee their own desk telephone number so customers can return their calls directly without having to go through the main number.  Likewise, you should decide whether each employee will need a direct fax number so they can receive faxes directly to their computer.  Some environments, especially the larger call center focused environments, give each agent their own extension but not their own outside telephone or fax numbers.  Again, this varies depending on the environment and what ensures the highest level of service and productivity.

Call Recording

A common feature with most telephone systems today is the ability to record telephone calls.  It should be listed as one of your requirements and shouldn’t add much, if any, additional cost.  This includes the ability for your employees to record needed calls (on-demand) as well as their supervisor the ability to schedule their people to be recorded for quality and training purposes.  If you do record calls, be sure to adjust your opening announcement to include “this call may be recorded to ensure quality and training.”  Many states require the warning by law.

Remote Users

The system you select should allow for remote users.  Whether its’ the executive that needs a phone in the office as well as at his home.  Also, will your phone system need the find-me/follow-me features in demand today.  This functionality may be critical for those dispatching service technicians to the field or allowing sales people to stay in contact with their clients.  You should give some thought as to whether you need hard desk phones and/or computer soft phones.

Ability to Update Announcements

Finally, the system you select should allow you to change the opening recording on the fly in case of holidays, inclement weather, or company meeting.  Be sure to document the needed reports to ensure productivity and quality for your center as a whole as well as for each supervisory team, call group, and specific employee.

It is also more economical if your phone system can process calls to your office (PBX) as well as to your call center (ACD).

Leading Solutions

When looking at the various solutions, ask about training for both the end user as well as for your in-house administrator.  Inquire about support of their product both over the phone and on-site when needed.  Some solutions, such as Cisco require certified technicians perform the simplest tasks and they charge a hefty price for that support.  Many companies are still selecting analog systems while most have migrated to the more feature rich digital solutions.  The biggest growth is in the Voice over IP (VoIP), or IP PBX, systems which provide the most flexibility and scalability for companies.  An IP PBX can typically reduce your monthly communications and internet access expense to the point the system pays for itself in about eight to sixteen months.

Dynam Communications

The office telephone system provided by Dynam Communications scales from just two users in one location up to 10,000 users in centers located in various cities or countries and supports remote users.  The solution compares to Cisco, Avaya, and other systems without the price tag and includes features such as automated attendants, operator groups, call recording, find-me/follow-me, paging, remote offices & remote users, desk phones, soft phones, employee/co worker visibility, instant message, fax to/from the desktop, e-mail delivery of messages, mobile phone integration, and much more.

Contact Dynam Communications for more information on selecting your next telephone system or for more information on our solution.  We provide free quotes, free onside demo’s, and can answer any question you might have.  If we’re not the best solution for you, we’ll tell you and can point you in the right direction.

Be sure to ask about our next Lunch & Learn where you can meet with other telephone system purchasers, hear about the required and value-add features, and best solutions for your environment.

Dynam Communications · 214.810.4729 · www.DynamCommunications.com

via Report: SIP Trunking catching on – FierceVoIP.

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Dynam Communications is a leading IP PBX, Voice over IP (VoIP), office telephone system provider based in Dallas, Texas and offers telephone systems for the small, medium, and large companies.  “Our telephone systems include features such as voice mail, automated attendants, operator groups, call recording, fax to and from the desktop, instant messaging, remote users, mobile phone integration, and connects multiple offices around the world into one “virtual” office allowing 4-digit dialing and instant messaging.  Call today for your free quote and schedule a demo.  Dynam Communications – 214.810.4729

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The basic issue seems to be that a SIP trunk is an IP connection, and any IP connection can be sniffed pretty easily, and so the question becomes how to combat this. As with so many things, the answer appears to be simple, but not necessarily easy.

The simple, one-word answer is: Encryption. Rich Shockey pointed out in our Virtual Event last week that SIPconnect, the SIP Forum’s attempt to get consensus on SIP trunking implementation, mandates Transport Layer Security (TLS), which uses encryption. The problem, Rich notes, is that, “TLS is not broadly implemented yet,” and would require an update of the SIP stack by developers, and hardware upgrades by some vendors to support the encryption.

Furthermore, there’s the question of what to encrypt: Just the signaling, or the media payload (i.e., the voice packets) as well; encrypting the media would require Secure Real Time Protocol (RTP). The discussion that grew from Matt’s No Jitter post centered around concern over people eavesdropping on conversations that run over SIP trunks; that suggests it’ll be necessary to encrypt not just the signaling, but the media, too. One of Matt’s commenters, Rob Wellbourn, is skeptical about this happening: “Good luck getting service providers to supported encrypted voice streams over their SIP trunks; the crypto overhead on their SBCs [session border controllers] is significant. (And remember that Secure RTP is encrypted hop-by-hop, so the service provider is always going to decrypt it at their SBC.)”

Up to now, enterprise VOIP security was pretty much an internal matter: You worried about somebody attacking your enterprise network-maybe hacking into your IP-PBX, maybe getting onto your internal IP network, maybe bringing down the whole shebang, voice and data, via a denial of service attack. Fortunately, the more exotic and dangerous-sounding attacks didn’t materialize to a great extent, and denial of service remained the security issue that most VOIP managers had to worry about.

But if you go with SIP trunking, you’re bringing another player into the equation, i.e., the carrier, and that always creates new questions and issues. And bringing in the issue of encryption, with its potential overhead, means the security problem bleeds into the quality of service problem, which in turn bleeds into the bandwidth problem.

How will security concerns ultimately affect SIP trunking adoption? My own guess is that if the myriad interoperability issues that beset SIP apart from the security realm can be addressed–and this is a big “if”–security concerns won’t stop implementation. Until there’s a highly-publicized incident. That’s how security tends to play out.

In the meantime, those SIP interoperability issues aren’t trivial, as Alan Percy has spelled out in a series of No Jitter posts (here and here). I encourage you to check out these posts as well as the very detailed, well-thought-out post by Matt and responses in the Comments.

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Dynam Communications is an authorized Zultys reseller and ZCSE certified support of Zultys solutions.  Dynam Communications provides IP based PBX and VoIP office telephone solutions.  Call today to discuss your needs and see how we can help you.  214-810-4729

For customers wishing to protect their existing PBX investment, the Zultys MX250 is able to seamlessly VoIP enable legacy TDM systems, effectively protecting your existing investment while providing a clear migration path to a full IP Telephony solution.

Like all aspects of the Zultys solution, VoIP enabling your legacy PBX is a straight forward process often requiring nothing more than some basic changes to the Dial Plan / Routing Rules on the Legacy PBX. Over time, existing and new users may be easily added to the MX250 system, and the flexible licensing of the system ensures that you only need to purchase extra capacity when it is needed.

In addition, an MX250 may be deployed to add advanced Contact Center functionality to an existing legacy PBX system.

Why throw money away by continuing to invest in your legacy PBX? Realize a rapid return on investment with an open standards, SIP based, Unified Communications solution from Zultys.

via VoIP PBX – VoIP Enable Existing PBX | Zultys.

Zultys receives 2009 Product of the Year Award.

Zultys Inc. announced recently that Technology Marketing Corporation’s (TMC®) INTERNET TELEPHONY magazine has named the Zultys end-to-end Unified Communications solution for SMBs and Enterprises as a recipient of its 2009 Product of the Year Award.

“We’re honored to be recognized by Internet Telephony magazine with the 2009 Product of the Year Award for the Zultys Unified Communications solution that’s providing companies worldwide with a competitive edge,” said Neil Lichtman, CEO of Zultys. “We understand the communications needs of businesses. That’s why we continue to develop innovative solutions for our MX250 and MX30 IP PBX Unified Communications platforms that allow businesses to be more productive, reduce costs and improve customer service. Our most recent software releases have added MXmobile™ which allows users to be connected on their BlackBerry as if they were at their desk, and MXconnect™ which let companies seamlessly integrate teleworkers into their UC system.”

“INTERNET TELEPHONY is proud to grant Zultys the 2009 Product of the Year Award for their MX250 and MX30 IP PBXs and Unified Communications software family. Zultys has proven its commitment to quality and excellence while addressing real needs in the marketplace,” said Rich Tehrani, CEO, TMC. “We’re happy to recognize and honor Zultys for their development of IP communications technology. We look forward to more innovative solutions from them in the future.”

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Dynam Communications is a proud provider of the Zultys office telephone solutions.  Earning the 2009 Product of the Year award confirms that Dynam Communications provides the finest telecommunication solutions to their clients.

Contact Dynam Communications for more information.

214.810.4729

www.DynamCommunications.com