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Author: NTELogic

  • Mandatory 11-Digit Dialing Starts October 24, 2021

    Key Information

    Beginning October 24, 2021, you must dial 11 digits (1 + area code + telephone number) for all local calls. On and after this date, local calls dialed with only 7 digits may not be completed, and a recording will inform you that your call cannot be completed as dialed.

     

    Why Is This Change Happening?

    In preparation for the Federal Communications Commission’s (FCC’s) adoption of 988 as the new three-digit number to be used nationwide to reach the National Suicide Prevention and Mental Health Crisis Lifeline, starting July 16, 2022, 11-digit dialing is being implemented. However, customers must continue to dial 1-800-273-TALK to reach the Mental Health Crisis Lifeline until July 16, 2022.

    In order for 988 to work in the 209 area code, mandatory 11-digit local dialing will begin on October 24, 2021. At that time, everyone in the 209 area code will need to change the way they dial local calls.

     

    What will be the new dialing procedure?

    To complete all local calls, you will need to dial 1 + area code + telephone number. This applies to all calls within your area code that are currently dialed with seven digits, including to your neighbors. For example, you will dial 1-209-790-4560 to reach NTELogic.

     

    Who can I contact with questions?

    If you receive your voice telephone services from NTELogic and have questions about this change, please call our office at 1-209-790-4560 or via email to info@ntelogic.com. Otherwise, please contact your voice telephone services provider. You can also visit the FCC website at https://www.fcc.gov/suicide-prevention-hotline.

     

  • How Does Email Archiving Work?

    Email is likely a critical communication channel for your business, both internally and externally. However, you may have concerns about security, accessibility, and storage. The best solution to address all of these is email archiving. In this post, we’ll explain what it is, how it works, and why it should be part of your email system.

    What Is Email Archiving?

    Email archiving is the practice of preserving these communications through cloud-based storage. It enables users to index, search, and retrieve old emails.

    Why Would an Organization Archive Emails?

    There are several business reasons to deploy an archiving solution, including:

    • Business continuity and disaster recovery
    • Internal audits, investigations, and eDiscovery for litigation (especially true for highly regulated industries)
    • Regulatory compliance mandates
    • Following security best practices
    • Record management
    • Protection of intellectual property (IP)
    • Minimizing the need to increase bandwidth while retaining the data

    Your need to archive may fall into multiple categories. It delivers benefits that can help you in various ways, from compliance requirements to cost savings.

    How Does the Archiving Process Work?

    The email archiving process captures 100% of inbound and outbound emails. The system then places these in a secured, cloud environment that’s accessible.

    It’s not the same as email backup. The difference is that a backup only backs up data for a limited time period to restore if necessary. Simply backing up your email doesn’t consider compliance requirements, nor does it help prevent data loss.

    If you’re currently only using a backup approach, you should be aware of its limitations. It’s also important to understand if it can or cannot deliver on all the business reasons you have for preserving email.

    What Are the Benefits of Email Archiving?

    The benefits of email archiving translate into business value. They include:

    Meeting Regulatory Compliance

    Certain industries have mandates regarding email communication if it contains confidential information. One of the most common is HIPAA, which regulates healthcare information. Those in this sector can achieve compliance by archiving.

    The archive keeps the data secure and provides a virtual paper trail should an audit occur. Compliance isn’t an option; it’s mandatory. By leveraging an archiving solution, you can also meet the regulations for FRCP, SOX, FINRA, GLB, NYSE, NASD, SEC, and others.

    Retaining Data

    Even the smallest companies generate thousands of emails. They often contain vital information, so retaining them is appropriate and may even be required. However, keeping them on your email server isn’t sustainable. You’ll quickly see your bandwidth diminish, which could include more costs.

    An archive moves those emails to the cloud and provides you with the ability to search them. The data is secure due to encryption, and you can find what you need in minutes, not hours.

    Achieving a True Backup for Business Continuity

    As noted, an email backup falls short of restoration. In this model, the Office 365 cloud houses the email files; however, this storage alone doesn’t preserve data for the long term. The archiving integration builds on top of what you have to create a permanent place for the emails to reside. You don’t have to do anything extra; it’s automatic.

    Protecting IP

    Emails can often contain IP. In fact, Microsoft reported that as much as 75 percent of company emails include IP. While you may not notice this because the IP is inherent to you, it could become an area of risk. Even the most minor trade secrets need protection. You’ll have more control over the content of these emails with archiving. It provides a repository where data loss isn’t a threat.

    Managing Legal Discovery

    If your company is in the middle of litigation, there will likely be eDiscovery requests regarding email. Without an archive, this will be an arduous task. An archive enables you to search, filter, and find what you need, so you don’t waste time and resources.

    Recovering Deleted Emails

    Deleting emails is a normal function. Most of the time, there’s no cause for concern. However, sometimes a user can inadvertently or purposely delete something that’s important or includes confidential information. Unfortunately, some of your employees may be engaging in risky behavior. A backup is a smart move to mitigate any fallout from such actions.

    What Archiving Features Do You Need?

    Before you choose an archiving solution, here are the features you should prioritize:

    • Security: This is at the top of the list. Find out how the system safeguards data with encryption (both while in transit and at rest) and how it meets compliance requirements regarding data security.
    • Scalability: You don’t want to have limits on storage capacity. Be sure it can meet your needs today and tomorrow.
    • Indexing of all file types: Not all archiving products include all file types or attachments. Ask about what it can index to ensure you’re covered.
    • Constant email capture: Be sure the solution captures and stores all sent and received emails.
    • Search functionality: In most cases, if you need to access your email archive, it’s because you’re looking for specific information tied to litigation, a breach, or an audit. Select a product that makes searching easy with tagging, filtering, advanced search, and categorization.
    • Exporting: Once you find the emails you need, you’ll want to be able to export them for the archive. Make sure this is possible, and that you have multiple format choices.
    • Integration: The standard Office 365 archiving doesn’t offer you complete protection. You’ll need a specific tool that meets all your needs. This will typically require an integration, so be sure that there are no compatibility issues while comparing options.
    • Easy set-up: You shouldn’t have to jump through hoops to add this to your email. It should be simple to implement and not require additional licenses.

    Learn More About Email Archiving

    Email archiving is a smart decision for any business. It elevates your security, helps you meet compliance, protects your IP, and ensures access when you need it. Learn more about why you should add it to your email today by taking a tour of the NTELogic Email Archiving solution.

  • Got Questions About UcaaS? We Have Answers

    For organizations looking for ways to increase flexibility and resilience with cloud technology, a unified communications solution is often the first step. With UCaaS, teams can stay productive, engaged, and connected, whether they are working from home, in the office, or on the go. Before adopting any new technology, however, it’s important to learn as much as you can about how it works, what it can and cannot do, and potential challenges. We’ve put together this list of UCaaS questions and answers to help you start the research process.

    What Is UCaaS?

    UCaaS, or unified communications as a service, is a cloud communications solution that offers all the main types of business communications from one platform. Users can access everything from one app.

    What Features Are Included?

    This is something that can vary a lot between cloud providers, so be sure to do your homework and ensure the platform you use has everything you need. Often, UCaaS comes with video, voice, chat, and file sharing,

    You’ll also want to look at the more granular details such as advanced voice features like voicemail, call waiting, and caller ID, as well as a contact center solution to power your customer success. Other details to look for include rich video conferencing features, including interactive presentation tools, screen sharing, and HD video, and a real-time backup and restore function for your file management.

    What Do Users Need to Access the Technology?

    As a cloud solution, users simply need to download the application to their device and log in to the platform to get started. Your employees can chat with co-workers, launch video meetings, share files, and more from any location as long as they have an internet connection.

    The software is hosted on secure off-site servers, so there’s no need for on-site hardware, nor for extra IT resources to manage and maintain the technology. You can, however, purchase specific hardware such as desk phones, headsets, and webcams to work with your technology.

    Does My Company Need a New Phone System to Make UCaaS Work?

    UCaaS relies on VoIP (voice over internet protocol) technology. This means voice data is transmitted over the internet, so there’s no need to have a traditional phone line to make and receive calls. In fact, this is one of the largest draws of cloud phone systems – your business can likely save on your phone bill by switching from a traditional phone system to VoIP technology.

    Can Employees Use Desk Phones Through the UC Platform?

    Yes, they can! You can use feature-rich desk VoIP phones to make and receive calls, send messages, and more, all through the same unified communications app you have on your computer, mobile phone, or other devices. These desk phones are plug-and-play, so you can set them up yourself right away.

    Is Communicating Through a UC App Secure?

    As with any type of cloud technology, security can be a big concern. To ensure your teams can use your UCaaS solution with confidence, it is important to inquire about the security practices your cloud provider uses.

    Your provider should be able to explain how they offer a worry-free experience. Here are some of the security best practices to expect from your cloud services provider:

    • Third-party audits to validate their security controls
    • Adherence to all applicable compliance standards such as HIPAA and PCI-DSS
    • Advanced encryption for email services
    • Ongoing network monitoring and detection
    • Highly secure data centers with security guards, controlled access, and 24/7 monitoring
    • Rigorous background checks for employees

    How Can UCaaS Increase Productivity?

    With a unified solution, employees no longer have to juggle between applications for communication and collaboration. This prevents workers from losing focus every time they have to switch apps, while also saving time overall by making everyday tasks like sending an email or sharing a file more efficient.

    Also, a lot of UCaaS solutions integrate with common business applications. This streamlines workflows even more. And, because users can log in from wherever, work tasks don’t have to wait for someone to return to the office.

    What Does the Onboarding Process Look Like?

    Unlike onboarding for on-premises platforms, onboarding for UCaaS is refreshingly simple with the right provider. Keep in mind, however, if your provider tells you to do the migration yourself, you may run into more complexity.

    For the best onboarding process, work with a cloud provider that moves your IT to the cloud for you at no extra cost. This way, your users can get started with minimal interruption.

    How Reliable Is UCaaS?

    Reliability is critical. If your software doesn’t work for your teams, you could run into problems with productivity and employee frustration. To ensure the UCaaS solution you adopt will perform, look for, at least, 99.99% service reliability and accessible technical support.

    How Much Does UCaaS Cost?

    One of the huge benefits of UCaaS technology is its affordability. Because it uses a subscription-based payment model, there’s no need to make a large IT investment to get started. You pay for the number of users you need.

    You can also scale up or down by adding or subtracting users. To enjoy the cost-efficiency benefits, look for a provider that offers transparent, flexible pricing and doesn’t require a contract.

    Start Benefiting with a Leading UCaaS Solution

    Whether you want to save money with cloud-based communications, unlock your teams’ potential, boost resilience, or all of the above, UCaaS can be game-changing for SMBs. Elevate from NTELogic is a comprehensive unified communications platform that comes with all the features your business needs to thrive. Reach out to our team today for a quote.

  • Building, Onboarding, and Managing Remote Teams

    Is your business implementing a hybrid or fully remote work model for the first time? Wondering how to successfully onboard and manage work-from-home employees without impacting workplace productivity, collaboration, or culture? With the right tools and processes, managing remote teams effectively is possible. Here’s an overview of what companies who are shifting to a hybrid or fully remote work model are doing to build, onboard, and manage remote teams.

    Tips for Building and Onboarding Remote Teams

    When building a remote team, you can focus on hiring based on skills, expertise, and culture fit rather than location. This gives your company a wider pool of applicants to draw from and makes it easier to create a dream team for your company.

    To build and onboard a remote team, you’ll need the right people, processes, and tools to make it work.

    • Designate HR staff to focus on hiring and training remote employees. The work experience is different when you’re working from wherever, so it’s important to have someone who understands how to engage, teach, guide, and provide support for remote workers.
    • Set expectations from the beginning. Establish the rules for work hours, specific times remote employees should make themselves available online, and time tracking from the beginning.
    • Create clear processes around communication – what channels should they use for collaboration, one-on-one meetings, and work questions? Who should they connect with for different types of communication and group work?
    • Empower your remote teams with easy-to-use and full-featured communications solutions that integrate with your business applications. As a lot of work happens through technology, it’s important to use platforms that enable productivity and minimize frustration. The essentials for keeping remote teams connected include unified communications, video conferencing software, and cloud phones.

    Tips for Managing Remote Teams Successfully

    Because your remote employees aren’t in the office, it can feel like you have less insight into how they spend their time, making management difficult. The reality is, working from wherever doesn’t have to impact productivity. With a smart, practical approach, you can still bring the best out of your employees. Here are a few tips to help you manage your remote employees:

    • Set up regular meetings. With remote teams, it’s more important to be proactive about meeting with your staff. Whether you do quick, one-on-one check-ins every morning or a weekly meeting with small groups, making face-to-face interactions part of the routine helps to keep everyone engaged.
    • Be upfront about work goals. Set benchmarks for individuals and groups – what should they be able to get done each day and each week? Also, be open to feedback from your employees. Check in with them to ensure they don’t feel overwhelmed with their workload and make adjustments as necessary.
    • Consider time tracking to gain clarity over time spent on tasks. Time tracking reveals how much time different employees take to do certain types of work and where they are devoting most of their work hours.
    • Provide tips and tools to help your remote employees create an optimal work environment. Talk to them about privacy and quiet when working from home, ways to set up an ideal home office, and what expectations they should set for themselves. Your company may need to provide hardware such as VoIP phones, work supplies, or ergonomically correct home office furniture.
    • Encourage a healthy work-life balance. Working remotely can be a positive experience that increases engagement and job satisfaction. However, employees do need support from management to make this happen. Regular feedback, supportive conversations, and help with the challenges of working from home, such as loneliness or a lack of physical movement, can help your remote teams thrive.

    How Many Businesses Are Relying on Remote Teams in 2021?

    A few short years ago, remote work was the exception, not the norm. In 2012, only 24 percent of employees worked from home 80 percent of the time or more.

    Throughout the pandemic, millions of employees traded their daily commute and nine to five at the office for a work-from-wherever lifestyle. Working remotely provided the adaptability and resilience necessary to ensure business continuity during the global health crisis. And now in 2021, 41 percent of the US workforce is fully remote. More than half work from home at least part-time.

    As a result, more employees and employers have experienced the benefits of remote work – the cost-savings, flexibility, and the potential for increased focus and satisfaction with work. So, it’s no surprise that the American workforce is moving ahead with some level of remote work.

    No matter what stage your business is at right now – whether you have a few remote employees, are developing a hybrid work model, or you’re considering going fully remote, build your foundation for success with cloud communications for remote teams. At NTELogic, we provide essentials such as Elevate, Online Meeting, and Contact Center. We also offer impeccable customer service, a 99.999% uptime service level agreement, and leading-edge cloud security.

    To learn more about how using NTELogic can help your business transform, get in touch with our team – we’d be happy to talk to you about how our tools can help you better manage remote teams.

  • Is Your Email Exchange Secure and Compliant?

    Email is a critical channel for communication for any business. In highly regulated industries, the security requirements for email differ depending on the information it contains. That means you need a secure email exchange to meet compliance. But how do you know if your email solution is really secure and compliant?

    The answer depends on the configuration of the email exchange and its features. Let’s take a look at what your system needs to ensure security and compliance.

    What Compliance Regulations Require Email Exchange Security?

    Several regulations impact email communication. The most prominent of those is HIPAA, which applies to PHI (protected healthcare information). It affects any healthcare organization or vendor to the space and requires them to protect PHI via encryption.

    Additionally, other regulations include:

    • GDPR (General Data Protection Regulation), which impacts any organization that collects data from citizens in the European Union.
    • FINRA (Financial Industry Regulatory Authority), which impacts organizations relating to investment banking.
    • SOX (Sarbanes-Oxley Act), which applies to publicly traded companies.

    What Constitutes a Secure Email Exchange?

    There are multiple components necessary for secure email. When evaluating your current email or looking to upgrade, these are the areas to focus on regarding security and compliance.

    Email Encryption

    Email encryption describes the process of protecting content when exchanged in the channel. It ensures that only the intended recipient can access the content. Encryption has two subsets: in transit and at rest. Both require protection and should use technology like Public Key Infrastructure (PKI), S/MIME, and X.509 certificates to verify confidentiality, authenticate users, and ensure message integrity.

    Email encryption doesn’t require your users to make any changes. Instead, admins can determine which regulations are relevant to their business and then build rules. Your email provider hosts the hardware and software, but you have control privileges, allowing you to determine the exact security profile, including monitoring for certain words or going more in-depth to develop complex rule chains.

    Scanning Capabilities Prevent Email Leaks and Data Breaches

    The worst possible outcome of an email with secure information is a leak or breach. With these rules in place, if a user doesn’t follow them for information that should be encrypted, the system returns it to the sender or deletes it. Not only is the body of the email scanned, but attachments are, as well.

    It also doesn’t matter from what device the email originates. It could be from a smartphone, Windows app, or desktop.

    Email Encryption and HIPAA Compliance Templates

    Another key thing to consider with encryption is HIPAA compliance templates. These templates include preconfigured compliance code sets, keywords, and policies that adhere to all measures regarding PHI in email communication.

    More Ways to Build a Secure Email Exchange for Your Business

    Encryption of emails is the foundation for a secure email solution. There are more layers of protection to add, as well.

    Minimize Threats with Advanced Technology

    Phishing emails are a significant concern for any organization. They are a leading cause of data breaches. While you should educate employees on the topic, you also need to be aware that they are often the weak link. Build in more protection with technology that scans for and filters out these messages and spam.

    But what if those emails still make it to an inbox? It could happen, so installing one more safeguard for point-of-click protection is a good idea. Basically, it blocks a user from accessing known phishing sites or a web page with malicious code. The technology can live scan a page. If it detects something, it alerts the user.

    Anti-virus engines are crucial to detecting email threats, and advanced technology like AI is now poised to support targeted attack protection. AI can flag emails that look suspicious into an attack category. It can automate remediation if necessary and protects in real-time.

    Keep Software Up to Date

    One major cause of noncompliance or security incidents is the failure to patch software. Exchange should auto-update with any new fixes. You can’t easily do this unless the cloud hosts the email exchange. With this model, every device connected to your network gets the update.

    Protect Data that Leaves Your Organization

    Email communication and sharing of confidential information happen both internally and externally. Sending data outside your organization can include the same encryption rules, which protect from intentional or accidental data leakage. With this in place, outbound users get alerts about security measures.

    Choose a Credentialed Provider

    The best way to ensure you have the proper encryption configurations and the most sophisticated protection technology is to work with a credentialed provider. That means using the cloud, which is safer and more flexible than an on-premises solution. In addition, you don’t have to worry about developing a top-tier infrastructure; a credentialed partner has this. The best way to gauge this is to:

    • Understand their encryption methods.
    • Review all their tools to prevent and remediate threats.
    • Receive confirmation that they meet compliance mandates through certifications or auditing standards.

    How Secure Is Your Email Exchange?

    In reviewing all these security and compliance elements, you may realize there are serious gaps in your current solution. So be proactive in fortifying it to ensure your email doesn’t cause a breach, which could result in regulatory fines and reputational harm. Get more information on email security by reading our whitepaper, A Guide to Security and Privacy in an Exchange Email Environment.

  • 6 Webinar Trends Every Company Should Consider

    Webinars have been an important marketing and engagement tool for years. During the pandemic, the use of virtual events skyrocketed. Between February and March of 2020 alone, the number of B2B brands in the United States using live webinars increased by 36 percent. Whether your company is new to hosting virtual events or not, you should familiarize yourself with the latest webinar trends. This space is more active than ever – take a look at what other brands are doing to help inspire your company’s webinar strategy.

    1. Live Interaction Features Keep Attendees Engaged

    Gone are the days of watching a virtual presenter share their screen and calling it a day. Interactive webinars are on-trend. Live polls, chat, and other real-time attendee engagement tools transform the traditional one-sided webinar into a dynamic conversation that pulls the audience into the experience.

    2. Less Is More When It Comes to Webinar Duration

    With marketing webinars, consider keeping your event relatively short. According to research from 2020, the preferred duration for a webinar is 30 to 40 minutes. If you plan a longer event, you may turn away some potential prospects.

    You don’t need to create a jam-packed virtual event to convert leads, but rather, focus on the most relevant, actionable information you can. If you can’t fit a full presentation into 40 or 50 minutes, consider breaking up your webinar content into two or more different virtual events.

    3. Thought Leaders and Micro-Influencers Boost the Appeal of Virtual Events

    Using this webinar trend can help to attract more people to your event. Draw upon the trust, reach, and unique insights offered by thought leaders and micro-influencers in your industry by inviting them to prevent at your virtual event.

    With the right webinar platform, you can count on high-quality HD video broadcasting and still support up to a dozen presenters at once. This allows you to go from a single presenter to a panel of experts and provide even more value to attendees at the same time.

    4. Global Webinars Expand What’s Possible

    After a year of virtual meetings and digital connections, people worldwide are comfortable using webconferencing technology. This makes it easier to branch out to an international audience.

    To reduce friction for your non-local attendees, make sure your platform offers international dial-in numbers. This way, if they want to participate by phone, they don’t have to worry about the cost of an international phone call.

    5. Custom Experiences Raise the Bar on Virtual Events in 2021

    Create a more personalized experience for webinar attendees with customized invitations and reminder emails. Other perks, such as being able to use your own logo and branding for the webinar background, can enhance the experience further while making your brand more memorable.

    6. More Internal Webinars Empower HR

    With the rise of remote work during COVID and the current shift to hybrid work models, HR teams are relying more on technology to train employees. In 2020, the attendance rate for training webinars was 65 percent. Internal webinars can be an excellent way to onboard employees and gain real-time feedback from them at the same time.

    Essential Webinar Features for Keeping Your Attendees Engaged

    Whether your company is focusing on virtual events for marketing or training and onboarding purposes, you’ll need a fully-featured solution to host effective webinars. The right tools give you the capabilities to reach more people and grow your business. Here are some of the features you should look for in a webinar platform:

    • Live polls engage participants while giving you real-time insights into what everyone is thinking.
    • A Q&A feature makes it easy to field questions from your audience. You can sort, edit, and respond quickly. This makes it easy to keep the flow of the conversation without losing anyone’s attention.
    • HD video broadcasting ensures a professional experience, even with hundreds of attendees and multiple presenters.
    • Cloud recording allows you to record the entire event, including screen share slides, videos, and more, which you can then send to your attendees by email or repurpose as other content for marketing purposes.
    • Built-in reporting reveals who attended, for how long, and feedback from interactive tools such as your surveys and quizzes.
    • A presenter green screen gives you and your other presenters the chance to practice and organize the event before going live. This is a key tool for delivering professional virtual events that leave a positive impression on attendees.

    Getting Started with Webinars in 2021

    Webinars are a useful tool because they have the potential to be deeply engaging while enabling your brand to connect with a large number of people at once. Unlike blog posts, videos, and other types of marketing content that your company might create, publish, and leave for customers to digest, webinars offer a virtual hands-on experience. They can feel intimate, even when hundreds of people are tuned in together online. This is because they allow for face-to-face interaction at scale.

    And, with advanced webinar tools, you can create a truly immersive, high-value experience that will deliver the wow factor you need to stand out in a competitive marketplace.

    Online Meeting from NTELogic is a powerful webinar and video conferencing solution designed to help businesses thrive in the digital space. You’ll have all the features you need to create engaging webinars that convert and more. Learn more about how Online Meeting from NTELogic can enable your company to grow.

  • Seven Customer Experience Trends to Have on Your Radar

    Every company strives to deliver exceptional customer experiences. However, customer expectations changed a lot in the last year and are constantly evolving. To meet customers where they are, you’ll want to have these customer experience trends on your radar.

    The pandemic influenced many of these trends, and you can expect many to become permanent fixtures. Let’s look at the trends making an impact and how you can integrate them into your processes and communications.

    1. Honesty, Transparency, and Visibility Are Nonnegotiable

    Getting a customer to trust you is no easy feat. It takes time to build trust, and you must be consistent to maintain it. COVID-19 accelerated this trend, as customers craved transparency and visibility around how businesses responded to the pandemic.

    Customers want to know about safety, hygiene, practices, and actions. No matter what business you’re in, your buyers want reassurance that they can trust you to serve them in the best way. While the health crisis is subsiding, customer feelings about honesty, transparency, and visibility won’t.

    2. Convenient Interactions

    Customers want options when it comes to contacting you. They need convenience in interactions and resolutions. That means omnichannel communication capabilities. They can call, email, or chat with your contact center agents. Thus, it’s imperative that you can integrate all these channels into one solution so that your employees can quickly address customer needs.

    In addition, intelligent routing allows you to ensure that customers talk to the right agent and don’t get passed along or end up waiting in long queues. Having this type of contact center infrastructure enables you to serve customers quickly and more adeptly.

    3. Prioritizing the Employee Experience

    Engaged, happy employees deliver better service. That’s undeniable. If your customer-facing teams don’t feel valued, it will reflect in their interactions. Conversely, those that have support and believe their company cares for them will perform better.

    How do you engage employees? It’s a lot of different things, from ensuring they have the right technology tools to developing a robust onboarding and training program to showing everyday appreciation.

    When you invest in employees, they have more reasons to remain loyal and excel at their job. Considering the cost of turnover, it makes sense to prioritize your team members.

    4. Data-Driven Decision-Making

    Data is the fuel for every business initiative in the modern world. You can gather and analyze lots of data around customer experiences with the right tech stack. For example, contact center software offers insights on queue performance, call volume, team activity, like time on calls and issue resolution, and more KPIs (key performance indicators).

    With this information, you can find themes and patterns that may result in follow-up training, process changes, or new workflows. That improves the customer experience and supports your employees.

    The more data you have, the better your decision-making. You aren’t guessing about what frustrates customers or causes negative experiences. You have the map and can then connect the dots to reduce friction.

    5. Contactless and Self-Service Options Are Here to Say

    Whether on-site or online, customers are okay with doing it themselves. This customer experience trend isn’t new, but the pandemic did boost its adoption. Now that customers changed their buying behaviors, they aren’t likely to fall back into old habits.

    If you want to keep up with customer expectations, then you need to embrace contactless and self-service. However, that doesn’t mean human interaction no longer matters. It’s just that customers may not choose this course unless they need to escalate. Keep this in mind that when self-service goes wrong, your customer service folks need to be responsive.

    6. Personalization Matters

    Customer service once meant that a business knew your name and your story. Of course, it was easier decades ago when there was economic segmentation and localization. Now, it’s a global world, but that doesn’t mean you can’t know your customer.

    One of the best modern examples of this is when customers contact you, and your agents have access to their history. That’s easily achievable when your contact center software integrates with your CRM (customer relationship manager). Agents can quickly get up to speed so that customers don’t have to repeat themselves. Additionally, there are software features that allow customers to connect back with their initial agent.

    7. Relationships Over Transactions

    The last 2021 customer experience trend is one that matters the most. Engineering your customer experience playbook to emphasize relationships over transactions is critical. In some ways, you may look at these interactions as transactions, worrying about the time it takes and the haste in correcting issues. That’s important, but having a strategic approach to relationship-building is imperative to be successful.

    You can build relationships by being responsive, empathetic, consistent, and trustworthy. Every action, initiative, or plan needs to be rooted in these attributes. Cultivate these relationships by delivering convenience, personalization, and options.

    Capitalizing on the Customer Experience Trends: Why Technology Matters

    In most of these trends, technology is a key component. Different platforms can help you capitalize on them. One of the most important is contact center software. Having a flexible, feature-rich solution provides your staff with a vehicle to optimize every customer experience.

    Contact NTELogic today to learn more about how our contact center platform can support your journey to create exceptional customer experiences every day.

  • Essential Features to Look for in a Cloud Communications Platform

    Enabling communication between your employees and with customers is critical for any company’s success. The key to streamlining it and promoting flexibility and mobility is to use a cloud communications platform.

    The reality is that more businesses are leveraging the cloud to power their communications and collaboration. It’s a wise choice since it’s cost-effective, secure, and accessible. If you’re looking to migrate from a legacy on-premises solution or are currently using a platform that doesn’t fit your needs, it’s time to find a better way to communicate.

    Why Cloud Communications?

    Adoption of the cloud continues to grow. The last year, in particular, saw remarkable growth. Remote workforces and the acceleration of digital transformation made it imperative to migrate.

    Cloud communications delivers so many advantages. It keeps all your tools in one enterprise hub and allows staff to work from wherever. It’s scalable, cost-effective, and highly secure.

    However, not all platforms are the same. Most will have the same basic features, but not all will fulfill your needs and deliver on reliability and affordability.

    So, which features do you really need?

    Cloud Communications Platform Features to Seek Out

    PBX Phone System

    A PBX phone system is a fundamental building block for your solution. It uses VoIP (voice over IP) to route calls. That means your team can use it from anywhere, as long as they have a connection.

    While this is a standard feature, there are some more advanced features you’ll want to seek out:

    • Call analytics: Great for measuring the performance of sales or customer service.
    • Desktop and mobile app: Team members should be able to make and receive calls through an app.
    • Virtual voicemail: You can manage voicemails through the app—no pin required. A transcription of the voicemail can also arrive via email.
    • Spam caller protection: This technology can detect spammers and block them or send them directly to voicemail.

    Team Chat and Business SMS

    Chat is a great channel for internal communication, allowing co-workers to get quick responses. It’s much more efficient than long email trails. You can chat within the app or via SMS. One other thing to consider in this feature is if the chat has a presence indicator. This will show you if someone is available, away, or in a meeting.

    Video Conferencing

    Video calls are now part of the normal day-to-day of your employees. You’ll want this as part of your cloud communications platform. Look for these specifics:

    • Browser-based so you can start meetings in a click without the need to download.
    • HD video capabilities.
    • Screen sharing so that users can share any application on their desktop. Also, the ability to annotate on these supports better collaboration.

    File Backup and Sharing

    A secure way to store and share files is a critical feature for cloud communications solutions. It enables access, no matter where the employee is, and provides a way to co-edit documents in real-time.

    Backups of everything are automatic. This ensures quick recovery should a ransomware attack occur. It’s a must-have for business continuity.

    What makes this different from public shared folders like Google Drive is that you control access to the files in a more secure way. With cloud storage, you can also consolidate where you keep documents. One hub means employees can find what they need faster.

    Integrations

    The ability to integrate other applications with your cloud communications platform provides a productivity boost. From Office 365 to CRMs like Zoho and Salesforce, the ability to integrate streamlines processes and creates new efficiencies.

    It can also improve customer experiences. When your employees have access to information in CRMs or other platforms, they have more context and can help the caller faster. Your customers will appreciate you saving them from repeating their issues.

    Security and Protection

    Security features can vary across options. There are some specific things you should be looking for in this category. Providers that are security-first will have:

    • Encryption capabilities for data at rest and in transit
    • Endpoint protection that includes remote wipe of PCs if compromised, MDM (mobile device management), and detection and response
    • Access controls with role-based access assignments
    • Password management and policies
    • IAM (Identity Access Management) features like single sign-on and two-factor authentication
    • Infrastructure security with intrusion prevention and detection, enterprise-class firewalls, and DDoS (Distributed Denial of Service) protection
    • Compliance with regulations like HIPAA or PCI-DSS
    • Security credentials like SOC 1 and 2

    Responsive 24/7 Support

    The last thing on your list should be the support the platform offers. While these applications are intuitive and easy to use for most, you still want to have a good support team in your corner. Look for those with 24/7 support and short wait times.

    Support shouldn’t seem like a burden to your provider. If you get this impression, you should probably keep looking. Companies that win awards for their support and voice their commitment to it will go above and beyond to ensure you have what you need.

    Choose a Cloud Communications Platform That Satisfies All Your Requirements

    If you’re ready to move to the cloud, make sure you opt for a solution with all these features. It will likely exceed your expectations and make a real impact on your workforce’s daily tasks. We invite you to explore Elevate from NTELogic, a unified communications platform that delivers all these features and more.

  • Cybersecurity for Employees: Awareness Can Save You from a Breach

    Your company might use iron-clad network protection and implement encryption across the board. However, your data and systems are still at risk of a cyberattack if you aren’t focusing on employee awareness. This risk exists because employees are behind a significant chunk of data breach incidents. These basic steps can help to raise employee awareness and ensure your company is protected.

    Human Error Is a Major Cybersecurity Weak Point for Businesses

    Employee negligence is a major cybersecurity issue for businesses of all sizes. Shred-It’s Ninth Annual Data Protection Report revealed that human error continues to be the driver of most data breaches. Fifty-three percent of C-suite executives cite external human error or accidental loss as primary problems. Twenty-eight percent of small business owners feel the same way. In the report, Ann Nickolas, Senior Vice President of Stericycle, says, “For the second consecutive year, employee negligence and collaboration with external vendors continues to threaten the information security of US businesses.”

    A data breach can have severe consequences when you add up reputational damage and lost revenue. Employee retention can be a problem as well – 33 percent of respondents in the Shred-It survey stated that they are likely to seek employment elsewhere after their employer experiences a data breach. That goes for both breaches of consumer and employee data.

    According to the 2020 Cost of a Data Breach report published by IBM and the Ponemon Institute, the average cost of each lost record is $146. As losing thousands of records during a breach is common, shoring up your employees’ cybersecurity habits is well worth the effort.

    Use this security checklist for in-office and remote employees to figure out what steps your company can take to reduce the risk of a breach.

    1. Train employees to recognize phishing emails

    Email phishing attacks are common. With this type of cyberattack, a hacker sends an email that appears legitimate and asks the recipient to share information or download a file.

    To protect against phishing emails, it’s important to use advanced email protection, which will help to weed out spoof emails and other external threats. Also, make sure all of your employees understand what a phishing email looks like, what the risks are if they fall for one, and what they should do if they spot what they think might be a phishing email message.

    2. Password Security

    A strong password policy is often the first line of defense against cyber attacks, yet many organizations continue to follow outdated guidelines that expose them to significant risk.

    According to Verizon’s 2020 Data Breach Investigations Report, lost or stolen credentials remain the number one hacking tactic used by malicious actors to perpetrate data breaches, with compromised or weak passwords responsible for 35% of all breaches.

    Password Sharing

    While sharing a password might seem convenient and harmless, it can have serious consequences. Passwords should never be shared with others. Period.

    Password Reuse

    Use different passwords for different accounts. That way, if one account is compromised, at least the others won’t be at risk.

    Password Length & Complexity

    Length trumps complexity. The longer a password is, the better. Use at least 16 characters whenever possible. Make passwords that are hard to guess but easy to remember.

    3. Require Multi Factor Authentication (MFA)

    With Multi Factor Authentication, even if a hacker steals an employee’s password, they still will be locked out of their device or system. This is how it works: an employee will use a password and another identifier such as biometric data or a code sent to their email or phone number. Since a hacker can’t steal biometric data and likely doesn’t have someone’s device, as well as their password, their chances of breaking in drop to nearly zero.

    4. Establish a data breach policy

    What an employee does after a suspected data breach will determine how quickly your business recovers. If they don’t act quickly by alerting your IT team, a hacker may have enough time to infiltrate your systems and do extensive damage. With a fast response, it’s possible to lock down your network and mitigate the risks.

    Tell your employees who they should contact if they notice a suspicious email, receive a security alert, if their device is stolen, or if they believe something is amiss with your company’s networks. Also, let them know they won’t be reprimanded if they fall victim to an attack. Employees should know they have their employer’s support. Otherwise, some people may not speak up when there’s a problem.

    5. Discuss mobile device usage

    If employees are using their smartphone or another personal device for work, teach them how to use their devices securely.

    • Always install the latest updates to ensure they’re using the newest operating system. These updates often include critical security updates.
    • If your company isn’t using a virtual private network (VPN), employees need to be very careful about what network they use when accessing business apps remotely. Only log on when using a secure network. They shouldn’t ever use public networks such as those found in coffee shops and airports.
    • Practice good flash drive hygiene – only use company-issued drives. Once one leaves the office, it should be wiped clean or discarded upon return.

    Make Cybersecurity a Part of Your Work Culture

    Following cybersecurity best practices such as using two-factor authentication, avoiding suspicious emails, and practicing good password security can go a long way in protecting against an attack. But, if cybersecurity isn’t a part of your work culture, it’s easy for these best practices to be forgotten.

    Cultivate a cybersecurity-aware culture by openly talking about risks, updating your employees about new best practices, providing training for new employees, and refreshing knowledge with regular internal messaging such as company-wide emails or training meetings.

  • Protect Your Employees Against Vishing

    Cybercriminals are always looking for new ways to scam users. Attacks continue to be more sophisticated and common. Organizations must remain vigilant and understand all the different avenues, including vishing (voice phishing), which uses the telephone as the channel for scamming.

    This post will define what vishing is and critical steps to take to protect your employees from falling prey to it.

    What is Vishing?

    Vishing is a cybercrime that uses voice communication, most often VoIP (voice over IP) phone systems. Cybercriminals use social engineering tactics to attempt to defraud the person on the other end.

    In many cases, these scammers impersonate the government, the IRS, a bank agent, the police, or another trustworthy organization. The content of the call is typically a threat of arrest, bank account closure, or other serious consequences.

    Unfortunately, many fall victim to it, giving in to the demands of the scammer. They may release private information, such as banking accounts, Social Security numbers, or other sensitive data.

    What’s the State of Vishing?

    Vishing grew tremendously in 2020, somewhat as a consequence of remote work. The FBI (Federal Bureau of Investigation) and CISA (Cybersecurity and Infrastructure Security Agency) released a joint advisory on the surge.

    They noted that in mid-July, a vishing campaign targeted various companies through VPN login pages. Actors created phishing pages for the internal VPN login page. They then created employee dossiers with social engineering tactics. The hackers often posed as another employee using spoofed numbers. They advised victims of a new VPN page, which they would send to the targeted employee. When the victim used the fake VPN page, the hacker could gain access to the company’s networks.

    The combination of VPNs and the elimination of in-person verification made these attacks fruitful for many.

    One example was the Twitter breach in July 2020. Hackers were able to hijack 130 accounts of prominent figures. The company admitted that social engineering and phone spear-phishing were the cause.

    Vishing Techniques

    There are several ways that cybercriminals can execute vishing.

    • VoIP: Creating fake numbers is easy for hackers. That can appear to be local or use the 1-800 prefix.
    • Wardialing: This approach uses software to call specific area codes and leave an urgent voicemail claiming that some security issue occurred. In the voicemail, they ask the victim to call back with account information.
    • Caller ID Spoofing: This is similar to VoIP vishing. Cybercriminals use a fake number or caller ID. It could appear as unknown or as a legitimate number, such as the phone number of a trusted government organization.

    These represent the more technologically forward tactics. However, there’s a low-tech way for hackers to get information—from your trash. They can collect vital information if documents aren’t shredded or properly destroyed.

    Now that we’ve covered the background of the topic, let’s discuss prevention

    Ways to Protect Against Vishing Attacks

    There are many ways to protect against cybercriminals that use these tactics. They fall into a few buckets of awareness, technology, and best practices.

    Ensure Every Employee Is Aware and Trained

    Employees are often the weak link in a cyber breach. Vishing is just one more way to isolate them. The best thing you can do is to create a continuous campaign of awareness around cyberattacks. It should be part of your wide-ranging cybersecurity education. Here are some ideas for implementing and maintaining such a campaign:

    • Every new employee should undergo training.
    • All employees should have at least yearly training if not more.
    • IT teams should work with marketing or HR to deliver bite-sized security content. You could distribute this via internal newsletters, intranet sites, or visually with signs and posters.
    • If employees receive a suspicious call, they should have a process to report it to security leaders.
    • Companies should issue advisories to employees about specific scams going on right now, so they’ll be more alert (i.e., scams related to COVID-19 or the IRS around tax time).
    Use Technology to Prevent Calls

    Most organizations employ cloud-based phone systems. Often these platforms have built-in spam caller protection. That’s a good first defense. The technology can detect calls from fraudsters. You then have the chance to either block them or send them to voicemail, so they never get answered.

    Further, phone systems today are often part of a unified communications (UC) platform. There are various security features you’ll want the system to have to protect it from hackers. Having these features in place will mitigate any attack if the hacker successfully gets information from the employee.

    • Advanced firewall systems that prevent intrusions and integrate with VPNs and traffic management
    • Intrusion protection systems (IPS) for detecting traffic that appears suspicious that made it through the firewall
    • DDoS (Distributed Denial of Service) protection
    • Commercial-grade edge routers, which are configured to resist IP-based network attacks
      Regular vulnerability scans
    Other Best Practices to Protect Against Vishing

    There are several other practices to put into place to keep vishing attacks at bay. The use of mobile apps via your UC platform will keep calls routing through your company’s VoIP. Calls won’t come directly to your smartphone number.

    You can also let employees know, especially those working in contact centers, that it’s okay to hang up the phone. If an employee can quickly define the call as vishing, the best thing to do is end the call.

    Finally, be sure you have strict security protocols about exchanging information, especially around accounts or wires. With this as part of your bedrock, employees won’t fall for scams.