MConnect Phone Systems
MConnect are a phone system provider based in Florida, offering VoIP (Voice over Internet Protocol) solutions to residential and business customers. For business customers, there are two plans designed to help employees handle calls more effectively, with a range of primary and advanced features that increase the pick-up volume and prevent customers’ time from being wasted. These features can be accessed or modified on the online portal. Also, because the products are VoIP, employees can work from the business premises and remotely, as long as there is an internet connection on their IP phone.
Business Standard Plan Features
The Business Standard plan is the simplest of the two MConnect plans, with 25 included features. One of the most important is voicemail, which every reputable business can benefit from. Sometimes employees need to reach a client, but the recipient is unavailable, and the call is terminated, but if the client does not have caller ID, they may not know who to return the call to.
With voicemail, employees can record a message telling them who they are, which company they work in, the reason for the call and a telephone number to call back so that the customers are informed and call the number when they are next available. Additionally, ‘call forwarding’ is an intelligent way of transferring calls to a different telephone. For example, if a customer dialled the wrong department or needed to speak to a different employee.
On the other hand, employees can forward the call from their office phone to the mobile and vice versa, depending on where they are and therefore allowing the opportunity to work remotely. There are many other features, for example, anonymous call rejection, a do not disturb mode, and three-way calling.
Business Premium Plan Features
The Business Premium plan is similar to the package aforementioned, with all of the same features plus a few extra. For example, ‘selective call acceptance or rejection’ allows employees to enter criteria that decide whether a call goes through or not, depending on their location, first few digits, or caller ID. This can be modified and helps employees minimise the calls that they get to prioritise and focus on those that are most important.
Music can even be played whilst the callers are on hold, as they are waiting for an available employee to take their call, which makes them aware that they are still in the queue and entertains them before they get agitated, in case it is a long wait. Other valuable features include the ‘announcement’ option, which plays a recorded message to the caller, for example, any new company information or messages worth notifying clients, before an agent picks up their call.
Add On Features
The first add-on feature, ‘auto-attendant’, essentially acts as a receptionist. Years ago, when customers wanted to contact the business, they would all connect to the mainline and wait in a queue until the receptionist was available. After this, they would explain the call and be transferred to the appropriate department. On the other hand, an auto-attendant plays a pre-recorded message. Customers can answer and automatically be connected to the most suitable employee or department without waiting in a queue or speaking to a natural person. This feature not only saves time but frees up an agent that would otherwise have this unnecessary job.
The second feature is ‘hunt groups’, which are subcategorised into simultaneous and sequential rings. This customised system organises the way calls are distributed when dialled to one number so that there is a higher likelihood of an available agent to pick up the call. Simultaneous ring, also known as ring groups, means that all telephones with the same extension ring at the same time when there is one caller until someone takes the call.
Alternatively, a sequential ring requires an employee to input the desired order they want the phones to ring. If the caller rings and the first agent does not pick up, the caller is transferred to the following agent instead of the call being terminated.
The third and final add-on feature is faxing services. Unlike standard faxes, MConnect faxing uses an IP network to send information from one fax to another instead of an analogue network. Although this is more traditional and maybe helpful only for older businesses, it is still an incredibly efficient way of delivering or receiving documents.
MConnect – To Conclude
To summarise, MConnect is a VoIP phone system provider. They offer two plans, Standard and Premium, with numerous features that businesses can use to manage their calls and upgrade their existing office phones.
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