Cloud call center Solution is a fantastic innovation that allows small and big businesses to enjoy the benefits of a call center, but with the cost and convenience of working from home. Today, many businesses are moving their call center to the cloud to stay ahead of the competition, meet and exceed customer expectations, and deliver a distinctive customer experience.
Unlike the traditional call centers that are heavy on hardware, with limitations to customer communication channels, cloud provide flexibility, cost optimization, and scalability on demand – eliminating the need for physical infrastructure.

Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, accessible from anywhere. Cloud-based call centers require users to have internet access with enough bandwidth to accommodate them. Companies choose to modernize their call centers by choosing those in the cloud because customers increasingly use digital channels to contact businesses.

Cloud call centers provide fast and effective results.

While the installation processes in traditional call centers can take months – set-up teams must provision computing and storage resources, install viable applications, and apply necessary configurations, not to mention test the new installation.

Choosing to move your call center to a cloud-based solution, you receive a ready-to-go product.

The use of cloud-based call centers allows users to seamlessly access systems with the help of an internet connection, and deliver high-level customer experiences anywhere anytime.

With the right cloud call center software, you can keep track of incoming and outgoing calls, measure the value of marketing spend, and compile information about call times and agent performance.

Connect to your call center from anywhere in the world with a computer connected to the Internet.
Reach your customers anytime, anywhere from the office or home. Establishing a remote agent the program offers the opportunity to expand your hiring range to the entire country or even globally instead of merely looking for candidates within your office location.

By Internet, telecommunication technology development, and the great need to call center system, call center solution , data transmission speeds development, the emergence of giant multinational companies, and even companies with branches in different countries, the communication systems within these companies have become one of the main pillars in customer service, dealing with them and the link between the company and its customers, which lead to increased reliance on call center systems and call center solution, so let’s explain in detail what is a call center system and call center solution ?

The call center software or call center solution is a system that allows companies to manage all communication channels with customers such as phone calls, e-mail, live chat, SMS and social media. 

The call center software can be used as part of customer service and help employees respond to customer inquiries and solve their problems.

Call center systems or call center solution has many shapes and functions, such as:

For this reasone, you should Know the importance and understand the call center system and call center solution features before deciding to invest in it.

So, to help you get a better idea of ​​the suitable call system for your business, We will discuss all the information you might need to know in this article.

Thanks to the development of Voice over Internet Protocol (VoIP) and Cloud Computing, the hosted call center system or cloud call center requires only the basic components like a computer, a browser and an IP phone.

Using a call center system, you can now easily set up your own contact center, which can monitor the quality of the service provided to the customer, record calls via call recording system, analyze the content of conversations, manage queues, online calling back and social media support.

The purpose of the call center systems is helping companies to manage customer communications from any available channel with the company.

The call center program can be categorized into the following:

To answer this question, we have to understand the main purpose and function of a call center.

• The system allows companies to provide support, fully communicate with customers and respond to their inquiries.
• It is the easiest way for better customer communication with your company, to allow them to interact with you and your products or services.
• Communication with customers is carried out through the call center system in two directions,  from the customer to your company or from  your company to the customer, for purposes such as Marketing, offers, surveys, deals, discounts, etc.

To do all of the above and more, the call center system was designed with functionality to facilitate this two-way communication.

You can benefit from features like voicemail, email, support ticket, chat, conference and more.

For comprehensive information about clients, Call center systems provide integration and compatibility capabilities with CRMs, e-commerce or marketing platforms, and chating systems.

For example, the call center system can show you the following:

• Caller’s previous purchase history, voicemails, notes, cases, phone calls with the company, Chat, support tickets, and more.
• It allows you to provide better service, streamline workflow, and eliminate redundant information.

Usually, call center software facilitates the following steps:

• The system recognizes customers by checking their data in the database.

If the caller is not in the database, it will usually register the new caller client in the company’s databases to identify him in the future.

• If the customer is already registered in the database, the system will show to the call center agent all his previous logs by receiving the call, and provide the agent with sufficient information about the client, including the client’s previous logs on the system, before dealing with him.
• When the caller responds to the IVR, it will direct the call to the correct preset queue.
• When the call enters the queue, all agents who are assigned to the queue can pick up the call manually. Or it automatically assigned based on an automated call forwarding system.
• When the call is received and the customer answered, the call center agent can assist the customer, and answer all his inquiries or solve all his problems
• If the call center agent cannot solve the customer’s problem during the call, The system allows him to save what has been accessed with the client, To reuse it later to follow up solving the customer’s problem.
• Based on the customer’s response. The agent can indicate the status of the ticket as open, closed, resolved, or requires follow-up.
• When the ticket status is marked as “Closed”, an automated survey call or email is sent to the customer for his feedback. The company can use its results for marketing strategies or other purposes.

As you can see from the previous steps, the call center system has simplified communication with the customer.

It makes the mission of a call center agent easier and less complex, ensuring efficiency and productivity, and enhancing quality and prompt customer support.

Which helps you direct the caller to the relevant department or the required service.

It allows you to set the working hours in which you receive your customers’ calls, and outside working hours you can record a voice message to the customer by leaving his inquiry and he will be answered later.

You can transfer calls to the relevant department to deal and communicate with the customer well.

The possibility of linking between short commercial numbers, landlines and internal lines for employees.

system allows you via call recording system to record all customers’ data, requests or complaints with high accuracy. It helps in evaluating the importance of each case individually and the priority of responding to it (high, medium or low).

Call recording system is allowing you to recored all incoming and outgoing calls are recorded to ensure the quality of service and its development

An automated agent performance evaluation system after the end of each call.

By redirecting the client to this evaluation to test the employee’s level according to the clients opinion.

You can view all your client’s history and monitor the number of calls and complaints and requests submitted by him on all communication channels.

You can link  the company’s accounts in social media platforms (WhatsApp – Instagram – Facebook – Messenger or Twitter)

Enable your customers to register and follow up on their complaints or inquiries through the public ticketing portal.

XonTel is the pioneer of companies in the Arab world that provide call center solutions and call center software for the business sector of all sizes.

To find out more information about XonTel call center system call center software or request a suitable one for your company, do not hesitate to contact us. 

Call Center Terminology – Part 1

The call center system or call center software is considered the link between the company or organization employees and its customers, that’s why we provide you XonTel Call Center Solution .

The main objective of any call center system and call center software is to manage the process of sending and receiving requests or inquiries and communicating through all channels with customers.

XonTel is one of the pioneers in developing and manufacturing call center solution and call center software, services and various communication products which are used in local networks or via IP Technology (VOIP) in the Middle East, because of its long history in the world of communications in the Arab world.

XonTel contributed to the establishment of a call center system which is supported by professional and smart solutions for communication systems and services.

This call center solution is up to date with Telecommunication latest technology and the latest methods of communication with customers, including smart solutions for business development to various sectors.

XonTel call center system was built on a combination of understanding the needs of the customers, practical and software experiences, and flexibility towards modern market changes.

XonTel Call Center’s target is to increase the operational efficiency of its customers, and increase the value of their brand name, to become an important partner of clients’ success.

The call center solution will help you to achive:

• Simplify and facilitate communication between companies and their clients.
• Upgrading and improving customer service.
• Facilitating the employee’s tasks.
• Achieving customer satisfaction.
• Gain the trust and loyalty of customers.
• Improving the quality of communication with customers.
• Integrate a correct database for the company’s clients.
• Facilitate communication and cooperation within the company and their employees.
• Facilitating work from different places and the availability of remote work.
• Attract potential customers and identify the new opportunity, which leads to sales increment.
• Save time, cost and reduce effort.
• Enhance the company’s image and maximize the brand’s value.

XonTel provides the latest technologies to compete with its global counterparts at competitive prices.

It also provides a professional and highly qualified technical support team to know and meet the needs of all customers with accuracy and high efficiency.

Over a decade , Xontel has been one of the pioneers of communications technology in the Arab world. As a result of this leading role in the field of telecommunications, it was necessary for Xontel to take the lead and contribute effectively to enter the era of smart homes – with all its expertise and achievements in communications systems and smart home technologies across the Arab world in general and the Gulf region in particular.

In a previous blog post, we discussed in detail what a smart home is, what the features of a smart home are as well as the features and components of the smart home.

Xontel contributes to smart home technology through its most important and latest products, which are carefully designed according to the most advanced global technological innovations. In this post, we’ll review the most important Xontel devices for smart homes.

The cornerstone of any smart system for achieving a smart home is communications. With the remarkable advancement in communications technologies and the emergence of IP-based communications technology, IP PBX systems have appeared, these systems offer dozens of features that traditional PBX systems do not, such as call recording, voicemail, personal directories, integration with cameras and door intercoms, the ability to make calls via a mobile app, and the capability to connect with any other PBX system anywhere in the world.
Xontel is a pioneer in the PBX industry in the Arab world (you can find out more about Xontel PBX from here)

Xontel has developed and produced motion sensors for lighting. Motion light sensors are one of the most essential tools and components for any smart home, as they provide protection and security in the smart home. Through the motion light sensor, any movement of people or even animals will be detected and monitored thanks to infrared technology. When any movement is detected, an alarm will trigger automatically. The motion light sensor can also be used to save and optimize energy consumption and reduce electricity bills.
(you can learn more about XonTel lighting sensors from here).

Today, intercom devices are considered a key element for individuals’ safety and security, especially as they are used to protect homes, villas and businesses. Modern intercoms are equipped with cameras and speakers and can be connected to the On-Premises PBX system via advanced IP technology.
Xontel’s Intercom provides a comprehensive security system for your home, allowing you to respond to visitors via your mobile phone, communicate with them via voice and video, and unlock the door for them.

One of the main components for transforming your home into a desired smart home today is surveillance cameras, these security cameras allow you to monitor your home and its surroundings while you are away or on vacation. When integrated with smart motion sensors, they can detect movement inside the home. With the advancement of communications and the internet, security cameras that operate with CCTV IP internet protocols have appeared, offering many features, including:

• Higher video quality, wider field of view, and better zoom capabilities without losing image quality.
• Relying on digital signals allows for highly accurate facial recognition.
• Smart Digital Cameras provide resolution up to 20 times higher than Analog CCTV.
• Enabling stronger encryption, compression, and protection of transmitted data.
• Traditional models rely on cables, while digital cameras transfer files wirelessly, which is faster and better for long distances without concerns about quality loss.
• Managed remotely, transmitted footage can be distributed to different recipients, with each receiving pre-defined data.

Xontel provides the latest technologies for achieving a smart home, competing with its global counterparts at competitive prices. It also provides a professional and highly efficient support team to accurately and efficiently identify and meet the needs of all its customers, making it the best choice.

For more information about Xontel’s Smart Home products, contact us now.

XonTel Technology seeks to provide the best and the latest 5G solutions in the field of communications, and the distribution of the Internet through Wi-Fi 6 high-speed Access Point devices, for indoor buildings, such as company’s offices, homes and government agencies.

In this article, we offer you the latest technologies, it’s (Wi-Fi 6).

Where the Access Point system allows you to obtain Internet speeds by downloading, up to (1000Mbps) and more, depending on the type of Access Point device (AP) you use, and according to the speeds you get from the service provider, whether through fiber networks (Optical Ground Wire “OPGW”), or through the 5^th generation network of mobile phone companies (5G) router.

To get these high speeds using the XonTel Access Point (XT-3000AX), which supports this technology (Wi-Fi 6), and at speeds up to (3000Mbps).

You must ensure that the appropriate infrastructure is available in your home, to withstand these high speeds, according to the following explanation and notes:

1- It is recommended to use good quality cables (CAT6A or higher), and these cables must be (Shielded SFTP) which prevents the loss of data transmission speed over long distances of more than 20 meters.

2- These cables (CAT6A or higher) must be used between the Access Point device (XT-1800AX and the POE Switch), and between the router and the POE Switch as follows:

3- The device of the network POE Switch must support Gigabyte speeds.

4- When using the Internet, you must make sure that your computer or phone supports Wi-Fi 6 technology.

5- You must be at a distance do not exceed (6 meters) from the Access Point device (XT-1800AX), and without barriers between you and the aforementioned internet 5G router.

6 – You must make sure of the location of the 5G router in your home and the service provider, that they are actually able to provide you with this speed exceeding 500Mbps as a download on a regular and stable basis.

7 – Think carefully about using the XonTel Controller, which is able to connect more than one 5G Router at the same time, and combine their speeds to get a speed exceeding (800Mbps) as a download speed.

8- It is preferable to use (4) Access Point devices (XT-1800AX) in each floor, to obtain high speeds with (WIFI 6) technology, and this design below is based on a house area (400 square meters).

The number of devices can be reduced according to the customer’s desire in places that are not currently desired to be covered, but it is recommended to extend cables for these four devices in the decoration, so that additional devices can be installed in the future easily.

IP phones or VoIP phones are devices that use Voice over Internet Protocol (VoIP) technology, which enables making calls over the Internet instead of using traditional landline systems that rely on analog switched telephone networks.

With technological advances and the wide range of features offered by these phones, most companies now rely on IP or VoIP phones through their managed private networks or the internet.

Today, most companies use a combination of smartphones and mobile apps alongside VoIP phones, as this gives them greater flexibility in creating an internal communication system. Xontel recommends using both types, as smartphones and mobile apps are free.

When deciding whether a desk phone is necessary, it’s important to consider whether employees are more comfortable using an IP phone and whether it’s more suitable for their job. Call centre agents may prefer to have a desk phone, but they will most likely use a headset – so choose an IP phone with built-in Bluetooth or USB ports to allow them to easily connect their devices.

Several points should be taken into consideration before setting up the communication system, such as:

• Is the phone model and its operating system compatible with your internal communications system?
• What features are needed in a phone for each employee? Most employees can efficiently perform their duties using a standard IP phone equipped with basic features and offered at a reasonable cost. However, the requirements for senior staff, executives, and managers may differ. For these roles, there is a need for a more advanced VoIP phone with more additional features and capabilities, which would allow them to save time and communicate more efficiently using a single device.
• Is the VoIP phone you have chosen compatible with future updates? Make sure it is of the latest generation and is likely to continue receiving software updates for a long time to come.
• Do you need communications solutions for meeting rooms? There are also many phones designed specifically for this purpose.

A VoIP phone with basic features, suitable for employees with traditional, routine tasks that do not require advanced phone features. It connects to the VoIP phone system or service provider via the company’s internal network and comes with all the basic features you would expect from a standard phone.

The USB phone connects directly to your computer via a USB port. You can use the USB phone simultaneously with a phone application, for example, you can use it with a program such as Skype.

Wireless IP Phone is an IP phone equipped with a Wi-Fi transceiver that connects to an access point or base station. This phone allows you to move freely throughout your company, home, or office while on a call.

A smartphone application is a software program that is installed on your desktop computer, laptop, or mobile phone and eliminates the need for using an IP phone.

which allows you to complete phone calls from your computer or mobile phone. Smartphones are an excellent option for road workers, mobile professionals, and even call centers because they are cost-effective.

A video phone is an IP phone with the added capability of making video calls using a small camera connected to the phone. Video phones are an excellent alternative to face-to-face meetings, providing a low-cost way to connect and meet with anyone from anywhere in the world.

These are specially designed IP phones with built-in external speakers to support meetings and conferences, allowing several people in the same location to listen to a single phone through its external speaker. Conference IP phones are typically used in large offices and meeting rooms, where they also enable multi-party phone calls.

Xontel provides the latest technology that rivals its global counterparts at competitive prices. It also provides a professional and highly skilled support team dedicated to understanding and meeting the needs of all its customers with precision and efficiency, making it the best choice.

For more information, contact us now.

IP phones rely on the Internet Protocol or internal network and can operate anytime, anywhere there is an Internet connection. The advantage is that IP phone systems work faster and IP phones offer more flexibility when it comes to features and upgrades. When a new feature is introduced, all you need to do is update the phone.

IP phones have many features and capabilities that other phones do not offer, such as:

• Unified messaging
• Auto-attendant options
• Voicemail
• Call recording
• And many other features.

Considering that updating, expansion, and scalability are much easier with IP phones and systems, they are considered the most effective option for medium and large companies with high call volumes.

If the company’s budget is limited for a phone system, you should compare the differences between the two systems and the features you can do without. Analog phones may be cheaper, but they have limited capabilities and cannot be upgraded or have new features added later. On the other hand, setting up an IP phone system may be more expensive compared to analog, but updates and support are usually easier and less expensive.

If you are looking for a basic, easy-to-use and affordable phone, analog phones may be the best choice for you. If you need a more feature-rich, advanced and easily scalable phone that may cost you less in the long run, IP phones are undoubtedly the better option for you.

Xontel is the first and only Arab company that develops and manufactures IP phones. Xontel offers the latest technology that competes with its global counterparts at competitive prices. It also provides a professional and highly efficient support team to understand and meet the needs of all its customers with high accuracy and efficiency. It is the best choice.

For more information about Xontel phones, click here.

The importance of cybersecurity is to protect Communication systems and digital data from cyber attacks.

It means protecting the company’s internal and external systems, networks, and software from digital attacks or what is known as cyberattacks. A cyberattack usually aims to gain access to important and confidential files and information, which are considered among a company’s assets, and then steal them, blackmail the company, or change or destroy them. The purpose of these attacks is to obtain money from users or steal specific ideas or technology from competing companies or countries.

Today, taking the necessary measures to achieve cybersecurity is considered a major challenge and a fundamental requirement at the level of individuals, companies and countries, since the number of devices exceeds the number of people and humanity relies almost entirely on technology. On the other hand, attackers and hackers have also become more innovative.

To help you understand the importance of cybersecurity, reports indicate that the United States’ losses as a result of cyberattacks range from 1.1 to 2.6 billion dollars! Furthermore, the total spending of large companies on cybersecurity was expected to reach 170 billion dollars by the end of 2022.

In today’s world, where everything is constantly connected to the internet

• • • • At the individual level, a cyberattack can result in significant losses, ranging from theft of personal data, identity information and bank account details, to attempts at extortion and even the loss of important data such as personal photos and critical documents.
      • At the company level, a cyberattack can lead to the complete bankruptcy of the company, the leakage and selling of customers’ data, the theft of patents and company products, or the leakage of the company’s financial data and blackmail of the company.
      • At the country and government level, governments rely on technology for critical infrastructure such as power stations, hospitals, and financial services companies. Securing these institutions and others is essential to ensure the continuity of operations and the safety of society.

    You may have noticed that in the early days of the Russia-Ukraine war, cyber attacks and attempts to disrupt the infrastructure of both countries played a major role in the initial phase of the conflict.

One of the most common forms of phishing involves sending fraudulent emails that appear to come from trusted people or sources, leading you to treat the message as completely safe when in fact it is a scam. The goal of these emails is often to steal sensitive information such as credit card numbers and login details. This is the most common type of cyberattack. You can help protect yourself by staying informed and using technical solutions and email antivirus software that filter out malicious emails.

Ransomware is a type of malicious software that encrypts all Microsoft Office programs and tools. It is designed to extort money by demanding payment in exchange for decrypting your personal files on your computer or mobile device.

Malware is a type of software designed to gain unauthorized access to a computer, cause damage, disrupt its operation, or destroy it.

Social engineering is a technique used by hackers to trick you into revealing confidential and important information. They can then demand a ransom or threaten to expose your confidential data. One of the most common forms of social engineering attacks is sending you unverified links and urging you to click on them. Once you click, the attacker can take control of your device.

If you need to access a website, the address should contain (https) at the beginning, which means that it is a secure site. However, if the address starts with only (http) (without the “s”), avoid entering any sensitive information such as credit card details or your social security number. A website that uses HTTPS technology means that the data transfer process is protected and encrypted.

Do not open email attachments or click on links in messages from unknown or suspicious sources, as one of the most common ways people fall victim to theft or hacking is through emails disguised as being sent from someone you know and trust.

Always make sure to update all your devices and all the systems they run on, as these updates often include important fixes to address security issues and close vulnerabilities. In most successful hacking cases, older devices that lack the latest security software are more likely to be targeted.

Regularly back up your files according to a set and consistent schedule. In the event of a cyberattack or damage to your important files, you will be able to restore them and significantly reduce potential losses.

Internet Protocol (IP) communication devices and systems operate like other devices on the network, so protecting your communication system is extremely important.

These hackers target advanced businesses’ phone systems to make numerous unauthorized calls or use them in harmful or malicious ways.

However, for small and medium-sized businesses, losing thousands of dollars as a result of call theft and failing to follow cybersecurity rules and protect their communications systems can significantly harm the business and may even lead to its loss and closure. Fortunately, you can greatly reduce the likelihood of such incidents by taking a few simple precautions. By securing the main settings on your phones, you can prevent breaches that cost you money, time, and a lot of technical support.

By law, credit card fraud can be protected and you can get your money back, however, fraud involving Voice over Internet Protocol (VoIP) communications cannot be recovered due to the lack of systems to protect communications.

No laws or regulations have been issued regarding fraud and call theft over Internet Protocol, which means that the customer is financially responsible for all calls that have been hijacked. Therefore, protecting your communications system is important and your responsibility in order to avoid any potential damage.

In the first and second posts, we’ll review the steps you need to take to prevent your communication systems from being hacked, breached, or attacked in any cyberattack, and to ensure the protection of your communication system.

The concept of cybersecurity and its importance are constantly developing, making it truly difficult to keep up with every detail. In general, staying informed and exercising caution online are the best ways to help protect yourself and your business from any cyberattack.

Xontel provides the latest technologies that rival their global counterparts and helps secure networks from any cyberattack at competitive prices. It also provides a professional and highly efficient support team to understand and meet the needs of all its customers with high accuracy and efficiency, making it the best choice.
For more information, contact us now.

Over the past decade or so, we have all become accustomed to managing many aspects of our lives through technology, as the internet has made life easier and more comfortable. Alongside this technological development, home technology has also advanced, giving rise to what is known as the “smart home.” A smart home is a collection of technological tools and devices that help you manage your home in an intelligent and innovative way.

Smart home technology allows you to control your home more efficiently — from your doorbell and intercom to your lighting, home security, heating, cooling, and water temperature control. Everything can be managed and monitored remotely through technology, even the opening and closing of your curtains.

One of the most essential and indispensable devices in any smart home is the motion sensor or Motion light Sensor. It provides safety and security for your home, valuable possessions, and family. The lighting motion sensor detects and monitors any movement of people or even animals using infrared technology. When movement is detected, an alarm is automatically triggered. It can also be used to automatically turn on lights when motion is detected — making it ideal if you wake up during the night.

• Equipped with a smart and powerful sensor for detecting any movement.
• Uses infrared technology to detect the motion of people and animals.
• Can be set to automatically turn on the lights when movement is detected nearby.
• Enhances the safety and security of your home, family, and belongings.
• Saves energy and reduces electricity bills.
• Extends the lifespan of lighting fixtures.
• Detects movement at various distances depending on the sensor’s capacity.
• Allows control over lighting duration and automatic shut-off.
• Enables lighting control during day and night.
• Eliminates the need for traditional light switches and wiring.
• Can be connected to and control bathroom exhaust fans.

XonTel is the first and only Arab company to develop and manufacture motion sensors or motion light sensors.

The company offers the latest technologies that rival global competitors at competitive prices, along with a highly skilled professional support team dedicated to accurately and efficiently meeting all customer needs — making XonTel the best choice

For more information about XonTel sensors, click here.

The most frequent issues with VoIP or internet-based calls include:
Poor audio quality, dropped or intermittent calls, calls that are not audible, or calls where only one side can hear the other.
In some cases, calls may completely fail, preventing both parties from hearing each other.Persistent issues like these can damage a company’s relationship with clients and may drive customers to competitors.
There are free tools and simple tests you can use to determine the cause of VoIP issues, such as internet speed tests, network performance and quality tests, and packet loss measurements.
While these tools won’t directly fix the problem, they can give you insight into the location and magnitude of network issues.

Also known as a VoIP speed test, this measures whether you have sufficient bandwidth for VoIP calls.
It’s a quick way to determine if you have enough upload capacity to make calls over the internet.
The internet speed and upload capacity directly affect how well call data is transmitted between you and the person you’re calling, which can significantly impact call quality.
Each VoIP call typically requires around 100 Kbps for both download and upload.You should calculate the number of employees and expected concurrent calls accurately to determine the necessary internet speed and capacity to ensure stable and continuous communication.
If you experience problems during peak hours, it may indicate the need for higher internet speed or upload capacity.
During peak hours, employees are also sending emails, using web applications, watching videos, and consuming bandwidth on other activities, which directly and primarily affects call quality.
You should consider all these factors when determining your internet speed and upload capacity to resolve any VoIP issues that may appear in your company.