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For small to medium businesses, customization is important when building out a telecommunication solution. An on-premise VoIP solution is a popular IT system as it allows businesses to create a scalable solution to fit their needs. One of the major functionalities that a VoIP system delivers is call center features that allow for organizations to implement their own localized call center to better serve their customer base. Grandstream Networks’ UCM series of IP PBXs have built-in call center features that allow businesses to run their call centers efficiently and effectively. In this blog, we take you through the major call center features in the UCM series and how to best utilize them.

It is no secret that the way we communicate is changing – especially in the workplace. 20 years ago, internal processes within a business were focused on communicating knowledge and plans to employees to ensure everyone is on the same page. This model was based on a few key stakeholders making decisions and relaying those decisions to employees through internal communication programs such as email or print newsletters, memos or staff meetings. Businesses did not have tools to allow them to maximize their time and employee contributions by collaborating efficiently and productively. Traditionally, the only communication options most businesses had were phone calls and in-person meetings, the first of which creates a strange dynamic that ignores non-verbal communications, the latter of which limits efficiency and productivity at the expense of a meeting.

Since their launch in June of 2013, the UCM series has become one of the most popular on-premise IP PBXs in the world. It offers small to medium sized businesses an almost unprecedented unified communications manager (hence the UCM acronym) that gives them access to enterprise-grade voice, video, data and mobility features in an easy-to-setup, easy-to-manage fashion with no licensing or recurring fees.