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Certified Cloud-Based
Communications Solutions &
CCaaS Fulfillment Partner

Refresh your communication strategy with Unified Communication or Cloud Based Contact Center Solutions.

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Benefits of Cloud Communication Services through FCX

Refresh your communication strategy with Unified Communications
or Cloud Based Contact Center Solutions

The way we communicate virtually has been evolving rapidly over the last 6 years. Moreover, many consumers demand an omni-channel experience with immediate response. Some prefer voice, and will only contact your organization via phone, email or web forms. Other customers prefer to receive and respond to text messages, while others like to chat and engage with a bot for quick answers or prefer all various modes of communicating when interacting with your sales or customer care department. Organizations can now accommodate all generations and preferences with cost effective solutions. Upgrade your platform to UCaaS (Unified Communication as a Service), SIP/UCaaS or CCaaS (Contact Center as a Service), or all three.

Because decisions around technological transformation require clarity, FCX offers on-site and remote demos, references upon request and Proof of Concept projects for qualifying organizations. To ensure implementation success and ease of transition, we perform a truck roll to our client site(s) and/or work with their IT Team to ensure a smooth roll-out and transition onto the new platform. We have years of experience in training remotely or on-site, which ensures a high and fast adoption rate of the implemented communication platform.

UCaaS CCaaS Diagram

Innovative communication platforms and solutions to fit your organization

Cloud Collaboration / Unified Communication (UCaaS)

UCaaS, or Unified Communications as a Service, is a technology that enables businesses to use a variety of communication and collaboration tools through a single, cloud-based platform. These tools can include voice and video calling, instant messaging, presence, file sharing, and more. UCaaS allows for seamless integration between these tools, creating a unified and efficient communication system.

The technology works by leveraging cloud computing and delivers these communication services over the internet. Instead of investing in and managing on-premises communication infrastructure, businesses can subscribe to the services a UCaaS provider offers who will handle all the technical aspects. This includes hosting the necessary servers and software, managing upgrades and maintenance, and providing technical support.

UCaaS offers the following benefits:
  • Increased security: Since UCaaS or UC systems operate from a central server, they can be better protected against malicious attacks. This gives enterprises increased peace of mind when it comes to data protection.
  • Improved functionality: Because UCaaS is cloud based, all information and communication systems are located in one central place and are housed by the provider. This means patch updates can be pushed out by the provider to the edge automatically as well as new feature releases.
  • Enhanced scalability and easy of management: Because portals are web-based and control of functionalities reside it the cloud, moves, adds and changes can be programmed in hours, not days.
  • Integration Capability: Most UCaaS providers offer integrations to popular software sets through APIs on their app galleries. This can further support functionality and ease of use.
FCX works with various reputable and reliable vendors who combine all of these features onto one, easy to use platform. These vetted providers bring feature rich and robust collaboration platforms to businesses because of their structural investment in cloud based telecom service with tried and true IP features.

UCaaS platforms offer:
  • Dialtone, auto attendant, call queues and ring groups,
  • Voicemail and voicemail to e-mail,
  • Smart phone apps which function as an extension and support find-me-follow-me,
  • One-to-one or mass and bulk texting,
  • Hosted fax,
  • User presence and chat or instant messaging features,
  • Video conferencing and meetings,
  • Audio conference,
  • White boarding and desktop sharing,
  • Call recording.
  • and much more.

Contact Center as a Service (CCaaS)

The CCaaS technology works by leveraging cloud computing infrastructure to host various contact center elements, including telephony, interactive voice response (IVR), automatic call distribution (ACD), chat, email, and social media. All these communication channels are integrated into a single platform, allowing contact center agents to handle customer inquiries efficiently and effectively.

Call center agents have access to a dashboard or app, which serves as a centralized interface that displays real-time data and metrics related to call center activity. It allows agents to easily monitor their performance, see call queue status, and other important information, helping them make informed decisions and improve their efficiency.

CCaaS solutions provide businesses with the tools and technologies needed to effectively handle customer interactions, such as inbound and outbound calls, email, chat, social media, and more.

The key benefits of Contact Center as Service include:
  1. Scalability and Flexibility: Quickly set up and scale programming and features based upon new business processes or needs. Add or reallocate agent licenses, access additional features or channels, and adjust capacity in real-time. CCaaS offers the flexibility that is required to handle seasonal fluctuations or growth periods.

  2. Remote and Distributed Teams: CCaaS enables businesses to have virtual contact center operations with agents located in different geographic locations. Agents can work remotely or from various branch offices, and still access the same contact center platform through the cloud, ensuring seamless communication and collaboration.

  3. Enhanced Customer Experience: CCaaS platforms offer a variety of features to improve the customer experience. Features like intelligent call routing, personalized IVR (Interactive Voice Response), real-time analytics and reporting, CRM (Customer Relationship Management) integrations, and omnichannel support help businesses deliver efficient and personalized customer interactions.

  4. Analytics and Performance Monitoring: The extensive analytics and reporting capabilities of this platform helps businesses gain insights into their contact center performance. This includes metrics like call volumes, call duration, agent productivity, customer satisfaction scores, and more. These insights enable businesses to make data-driven decisions, optimize operations, and identify areas for improvement.

    CCaaS is widely used in customer support and sales scenarios, where businesses need to handle a large volume of customer inquiries and services or order requests from various channels. By using a cloud-based contact center solution, businesses can easily scale their customer support operations and provide a seamless and consistent customer experience across all channels.

SIP Trunks or analog lines integrated with UCaaS Systems

Due to their affordability, SIP (Session Initiation Protocol) trunks remain a popular way providing dialtone connectivity to on premise phone systems. SIP stands for Session Initiation Protocol, which is a signaling protocol used for managing multimedia communication sessions over the internet. It works by establishing and terminating connections between devices, negotiating the type of media to be transmitted, and exchanging important information for the call, such as voice and video codecs, call duration, and billing information. SIP is crucial for facilitating real-time communication applications such as VoIP calls, video conferencing, and instant messaging.

SIP Trunks offer the benefit of lower monthly Line & DID Rental and lower call charges than POTS and often prove to be more reliable than PRIs. By using the internet for calls, businesses can eliminate the need for traditional phone lines and the associated costs.

SIP trunks also offer scalability, allowing businesses to easily add or remove lines as needed without having to invest in additional hardware. Additionally, SIP trunks provide a more reliable and flexible solution for remote workers, allowing them to easily connect to the company's phone system from anywhere in the world.

For certain organizations SIP trunks and analog lines are the most logical way to go; hotels and nursing homes tend to have endpoints in their facilities in resident, guest or patient rooms for extension to extension dialing only. For such organizations, FCX can integrate UCaaS into these platforms for the management team of the facility. Within these solution sets, management can enjoy the benefits of UCaaS while patients and residents can continue to use the telephone handset in their room.

Secure eFax and messaging for medical and non-profit organizations

Secure efaxing and messaging refers to the process of exchanging sensitive medical information, such as patient records, between healthcare organizations and providers using secure and encrypted electronic methods.

Secure efaxing is a method of sending and receiving faxes electronically, using encryption and other security measures to protect the transmission of sensitive information. First, the sender's fax machine converts the document into a digital format and encrypts it before transmitting it to the recipient's encrypted inbox. The recipient can then decrypt and retrieve the fax without the risk of interception or unauthorized access. Using specialized fax machines or secure messaging platforms that comply with HIPAA regulations ensure the protection of patient data and besides HIPPA, allow organizations to comply with the NY Shield Act.

On secure messaging platforms on the other hand patient records can be exchanged almost seamlessly, leveraging the patient database of each organizations. For example, a laboratory might have test results which staff at a cardiologists office need to be aware of and which they can obtain directly from the lab by messaging with a lab office clerk. This speeds up communication time and prevents errors and omission.

However, the potential pitfall with both secure e-faxing and secure messaging are the initial cost and training involved. Setting up these services may also require changes in workflows and processes. However, once services have been implemented, costs will outweigh the benefits, as efficiencies are scaled up quickly.

CRM Integration (Omni Channel Communication)

CRM integration for UCaaS involves connecting a company's customer relationship management platform with their unified communications as a service system. This allows for seamless communication between the two platforms, with the goal of providing a better overall customer experience. Similarly, omni channel communication integration involves connecting various communication channels, such as email and social media, within the UCaaS system. This enables customers to interact with the company through the channel of their choice, making it easier for them to communicate and engage with the company.

One of the main benefits of CRM integration for UCaaS is the ability to track all customer interactions and data in one central location, making it easier for businesses to analyze and improve their customer relationships. Additionally, it allows for real-time updates and insights on customer behavior, helping businesses personalize their interactions and provide more targeted support.

The first step in implementing CRM integration and omni channel communication integration for UCaaS is to choose a software or provider that fits the specific needs and goals of the business. Next, the systems must be linked through an API or integration platform, allowing for seamless communication between the two. The design process involves mapping out the integration points and workflow between the systems, and testing and troubleshooting any issues. Training employees on how to use the integrated system and monitoring its performance are also important steps in the implementation process. Overall, the design and implementation of CRM and omni channel integration for UCaaS can greatly improve customer satisfaction and streamline business processes.

FCX has partnerships in place with experienced and qualified CTI service providers who can integrate cloud communication platforms with leading CRM system and deliver a fully-integrated seamless brand experience for your customers. Integration with Microsoft Teams, Google Suite, Hubspot, Zendesk, Salesforce, Zoho and many more available.

Standard API integration available through FCX direct.

Telehealth solutions

Appointment setting, appointment reminder text service, secure video meetings - all of this can now be done on one single platform.

Telehealth solutions enable physicians and nurse practitioners to administer healthcare services remotely, through the use of telecommunications and video consultation. Beside this, telehealth includes a wide range of other services such as remote monitoring, telemedicine, and digital health education. The main aim of telehealth is to provide quality care to patients who are unable to access traditional healthcare services due to geographical, physical, or time constraints. It also allows individuals to receive timely care and reduces the need for in-person appointments, which can save time and money. Another benefit is the ability to seamlessly share medical information between healthcare providers, leading to more coordinated and efficient care.

Having been active as telecom, cloud and IT consultants since 2005, FCX has learnt how to recommend, implement and support telehealth solutions in conjunction with the chosen vendor of our clients.

Furthermore, in telehealth it is important patients sensitive patient data stay protected and therefore only platforms which can offer the required level of security are implemented.

Integration of billing platforms and CRM also available for with selected UCaaS providers.

POTS replacement and alternatives

In August 2019, the Federal Communications Commission issued Order 19-72A1, which allowed U.S. service providers to stop selling and maintaining copper telephone lines. This has resulted in an overall POTS (plain old telephone service) retirement process which has been expedited by the expenses associated with maintaining copper based technologies. The decrease in infrastructure and workforce maintaining it has resulted in an overall increase in costs for POTS lines and a decrease of service support for this technology. Various types of analog phone services, like alarm lines, elevator lines, fax lines, ATMs, POS terminals and vending machine lines however are still widely used. And especially for fire and alarm lines it is critical that reliable and uninterrupted dial tone remains available.

Thankfully, various providers have created solutions to alleviate this challenge. It's now possible to move voice and data services requiring analog devices and analog dial tone to a fully managed digital platform. Known as POTS replacement technology these solution sets now replace traditional landline telephone networks with a more advanced and versatile solution.

POTS replacement technology generally utilize broadband and/or Wi-Fi, and/or 4G LTE SIM connections to provide dial tone. Many POTS replacement service solutions come equipped with a modem, processor and a web-based management portal for easy setup and control.

Various service packages on offer include wireless backup capabilities to ensure business continuity, even during network outages. Additionally, POTS replacement technology has dual SIM support, which provides added fail-over protection, ensuring that important calls such as emergency 911 calls, can still be completed. The providers FCX partners with who are offering this solution set are managed facilities voice network (MFVN) compliant. This means that traffic through their solution never touches the Internet which ensures better reliability and security.

Various providers FCX has selected to work with on projects involving POTS replacement will perform a cost analysis for organizations with more than 100 POTS lines. Their implementation team will manage a full service replacement project to ensure existing POTS lines are replaced at the right time in their lifecycle and configuration is optimized for the functionality it has to perform for each end point.

With its advanced features, secure connectivity, and widespread usability, POTS replacement technology offers an enhanced telecommunication experience for businesses and offer a viable solution for legacy copper solutions which are gradually being phased out.

Shared webinar and large meeting services

Over the last 4 years, virtual events have gone virtual. Through FCX, there are various event platforms to choose from. Virtual meeting services are comprehensive solutions designed to facilitate the organization and execution of large-scale, online meetings and events. These services typically involve a variety of components that work together to create a seamless and immersive virtual experience for all attendees.

The first component is the virtual conference platform, which serves as the central hub for all activities and interactions during the event. This platform often includes features such as video and audio conferencing, live streaming, virtual breakout rooms, and interactive tools for attendees to engage with each other.

Next is the registration and attendance management component, which handles the process of inviting and registering attendees, as well as tracking their attendance and participation. This component also often includes features for managing payment and providing personalized, secure access to the event.

Another important component is technical support and assistance, which ensures that all technology and equipment are functioning properly and provides troubleshooting assistance for attendees who may encounter any issues.

To enhance the overall experience, virtual conference services may also offer features such as virtual exhibitor halls, where attendees can browse and interact with virtual booths, and networking events or activities to facilitate connections and socializing among attendees.

Security is also a crucial component, with measures such as encrypted communication and secure login processes to protect sensitive information and ensure a safe and secure virtual environment for all participants.

Lastly, virtual conference services often provide analytics and reporting features, allowing organizers to track attendee engagement, gather feedback, and measure the success of the event. These insights can then be used to improve future events and tailor them towards the needs and preferences of the attendees.

Besides digital meeting services, FCX can also help facilitate hybrid events. We work with partners who are specialized in setting up audio visual equipment for on-site meetings and provide a full suite of audio visual services to enhance the experience of on-site attendees as well as for remote participants.

Full suite of accesories

To compliment your cloud collaboration platform services experience, FCX offers a wide range of accessories fromleading brands.

From cameras, headsets to conference room modules and more, we have everything you need to streamline your communication process.

The accessories FCX offers are designed to cater to the specific needs of team members within different departments, including executives, contact center agents, sales representatives, factory floor workers and hospitality or medical staff members.

Hosted Hybrid VoIP Systems

FCX support legacy Hosted Hybrid VoIP systems for existing clients on these platforms.

A legacy telecommunications system, revolutionary at the time of it's launch and still relevant today, combines the advantages of both on-premises and cloud-based VoIP services. It utilizes a combination of in-house equipment and virtual resources to provide a more flexible and adaptable solution for businesses. Offering core UCaaS features, this cost-effective and scalable solution leverages the power of SD-WAN to enhance call quality and mitigate latency issues which often plagued VoIP systems in the past.

The FCX Difference

PARTICIPATING PROVIDERS

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Consolidating of dispersed platforms to prepare for the next wave

Unified communications and contact center solutions have revolutionized the way U.S. businesses communicate. This suite of technologies allows for seamless integration of multiple communication channels such as voice, texting, video, and messaging, creating a unified platform for all business needs. Opening up a world of possibilities for businesses, these platforms have provided numerous opportunities to improve customer satisfaction, increase productivity and reduce costs. However, with these modern platforms come challenges that businesses must navigate before they can fully reap their benefits.

FCX has been a proponent of cloud based communications systems since the mid 2000s. This because cloud communications brings advanced functionality and ease of use to businesses any size and provides different generations of users with the communication tools they prefer. Customer experience features include omni-channel communications, which allows customers to reach out via their preferred channel, leading to speedier and more efficient interactions. Work from any device options allow local, remote and on the road workers to remain on the same platform no matter their location and communicate seamlessly with co-workers and customers alike.

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One of the biggest challenges for businesses looking to implement unified communications and contact center solutions however is the integration of different systems and platforms. As these technologies are implemented within the existing IT infrastructure, businesses must ensure that their existing infrastructure and end points such as switches, cabling, PCs and smartphones can support the new platform. This requires proper planning and possibly hiring external expertise, which can be time-consuming and costly if not planned correctly. However, with the right implementation and integration, organizations can achieve a more efficient and streamlined communication process which can help motivate staff and increase customer satisfaction.

It’s well worth the effort to make the transition to a single, integrated platform. In the current post-pandemic workforce where teams are often dispersed a reliable, secure, and flexible platform supports and enables seamless work from any location, at any time.

Enterprise and mid sized organizations already have embraced cloud-based contact center solutions by and large to eliminate the large upfront investment and hardware of traditional on-premise call centers. The recurring subscription-based pricing model made cloud-based technology a more scalable and flexible option to work with.

What is even emerging now is that Contact Center solutions are getting embraced by any size business, even small businesses. The cost per license has come down up to the point where broad adaptation and the CCaaS benefits of advanced routing and reporting capabilities are now within reach. With contact center, it’s easier to monitor remote or off-site workers, analyze call patterns and make data driven decisions such as tweaking schedules, staff allocation, and optimize time to answer for each call.  

Yet, while many businesses have embraced cloud-based contact centers, there are still some organizations that are hesitant to make the switch. This can be due to concerns around data privacy and security. With sensitive customer information being stored on the cloud, it is crucial for businesses to choose a reliable and trustworthy provider to ensure the safety of their data. This is a legitimate concern. As a result, the providers FCX partners and collaborates with all have stringent security measures in place, and comply with all major security standards for medical, financial industries as well as for government.

READ MORE

Why-Businesses-Should-Invest-in-Contact-Center-Technology-Flyer
1 page information sheet

To learn why businesses can benefit
from investing in Contact Center technology

Cloud-Collaboration-Brochure-FCX-05-2022
1 page flyer

For a more detailed overview of FCX' capabilities
as a UCaaS fulfillment partner

Vonage-Cloud-Communications-in-Healthcare
17 page white paper

How UCaaS can benefit the
healthcare industry. By Vonage

Zoom-Case-Study-Fair-Trade-2022
2 page case study

How Fair Trade USA was able to host 140,000+
Zoom meeting minutes to bring
products from harvest to store shelves. By Zoom

Further resources:

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