talkroute pstn

The PSTN Proves Old School Tech Still Has Its Place

PSTN (Public Switched Telephone Network)—The world’s collection of interconnected, voice-oriented public telephone networks, both commercial and government-owned. Whenever you say “landline”, you are referring to a phone line that uses the PSTN. The PSTN is an invaluable infrastructure, and it’s not going to be replaced anytime soon. Even though the telecommunications industry has made a few leaps over the past few decades, the wireless network still can’t provide the kind of coverage provided by the PSTN. In fact, wireless networks depend on it to fill in its gaps in coverage to complete calls. There’s Nothing Like the Original Have you ever wondered how your calls are connected? Well, it’s a little more complicated than it used to be, but the old system is still very much in use. The original PSTN, or POTS (Plain Old Telephone Service) is exactly what you think it is: Copper wires, underground and overhead, that …

Voip phone in trash

VoIP Service Providers’ Master Plan, and Why it Didn’t Work

Virtual phone service providers were on to something big. They knew they had a service that was a viable alternative to conventional phone systems, and they knew they could sell it because the cost was low for these pioneer providers and for their customers, as well. Patrons of the conventional phone system were paying a premium, and any service that could provide professional service, at a much lower price, was of course very attractive. VoIP-based systems enabled businesses to use their phones at any location with an internet connection, whereas service from the traditional telephone company is restricted to one location. VoIP and Hosted IP phone service seemed too good to be true; it looked impressive, simple, even elegant. The businesses who decided to make the switch, however, were in for a big surprise. Here’s Why VoIP Users Are Sorry They Switched. Dropped Calls This is a significant problem for …

phone tree talkroute

What Makes the Best Phone Tree for Business?

  Customizable Call Menus The anchor of any professional phone system is the phone tree, or IVR, or call menu. You’ve probably realized, like hundreds of thousands of other businesses owners have, that utilizing a service which provides a professional phone system with a call menu to direct callers to various departments is an essential element of customer service. The thing is, this call menu should be easily customizable. When you can record your own greetings in whatever format you choose, using whatever person’s voice you like, it gives you the freedom to create a call menu that reflects the nature of your company. It’s certainly something you want to look for in a service.   Variety of Options Many of the companies who provide virtual phone service don’t give you much room to build your own custom phone tree, and this is important. You know your market, your product, …

Talkroute IVR

The Value of IVR for Your Business’ Phone System

IVR, also known as an auto attendant, phone tree, or call menu, exists to save time and frustration for you and your callers by directing them to the right person or department. With an automated call menu, you won’t have to waste time fielding every call and sending it to the appropriate department because your IVR system does that for you. History of IVR Technology IVR, or Interactive Voice Response started as a primitive version of the widely-used self-service technology that is used in phone systems all over the world. When the first Auto Attendants came into use, functionality was limited, and they allowed for very little interaction. IVR has come a long way in its development, even adding Automated Speech Recognition (ASR) to give callers who use the system a more natural experience while retaining the efficiency of original IVR. Using Talkroute to Add IVR Any small business owner …

talkroute on hold music

6 Ways to Better Serve Callers on Hold

  1. Keep Your Caller Informed First and foremost, your caller will be much more comfortable on hold when they know exactly what to expect. As soon as the call connects, customers should be greeted with a clear, appropriate, and friendly voice, reassuring them that you are taking their call seriously. If possible, it’s also a plus to give them an estimated or average wait time until someone is going to pick up. Even if the waiting time you provide is off, it’s still way better than sitting there with phone in hand and no end in sight.   2. Use Quality Voiceovers for Your Hold Menus Concerning the voice a customer hears when they call your business, putting some extra effort into your voice recordings can go a long way to improve the caller’s experience. Ever seen Wargames? That movie from the 80s where Matthew Broderick’s computer talks back …