Fear of Change in the Age of the Customer

Cloud Communication Customer Experience Customer Service

 Fear of Change...In the Age of the Customer 


Sometimes, we need to destroy the status quo to create a new model of engagement. Occasionally, the market does that for us and that can be even scarier. Change is always scary and overwhelming, especially when it comes to technology. But it is inevitable.

The Cloud is changing the way businesses communicate.  Businesses have a unique opportunity to capitalize on this major shift to offer a secure, seamless communications experience that is simpler to deploy and more intuitive to use.  If you want to play the game, the siloed, broken communications of yesterday aren’t going to cut it any longer.

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5 Steps Your Company Can Take Right Now to Prevent Costly Outages

Quality Management Business Continuity Technology Risk Awareness Phone Systems Disaster Recovery Information Technology


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SD WHAT?? SD-WAN explained in plain English, and 4 reasons you'll soon be using it.

SD WHAT?? SD-WAN explained in plain English, and 4 reasons you'll soon be using it. (a worthwhile 5 min. read)

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Secrets of a Salesperson #3: Is your internet as fast you think?

While the saying "you get what you pay for" may be true sometimes... it's not always true when it comes to your internet or data service.  You may have signed up for the hare, but some days it performs more like a tortoise. 


Our 3rd Secrets of a Salesperson tip will demystify internet speed so that you will know what you're REALLY paying for.

There are many factors that effect how well your internet connection performs, such as your location, quality of the network equipment you’re using, and abilities of the end-user devices.  We are going to put those factors on hold, however, and focus on the real meaning of the numbers that the internet salesperson is selling to you, so that you will know exactly what you’re paying for.

Data delivery methods vary greatly– there are multiple circuit options for businesses to consider and should be reviewed with an experienced telecommunications adviser.   

Find out what circuit options are in your area

Most homes and businesses utilize some form of DSL (digital subscriber line) from a local internet service provider (ISP). DSL is a generic term for broadband, also a generic term that can be applied to any internet service of 25 mbps or more. What does 25 mbps really mean?

Speed = Bandwidth

Internet “speed” is really bandwidth, since it isn’t actual speed, but rather the volume of information per unit of time that an internet connection can handle.  Higher bandwidth simply means that large amounts of data can pass along the connection faster than a connection with a lower bandwidth.

Bandwidth is typically expressed in bits per second, such as 25 Mbps for example, which is an abbreviated way of indicating a data transfer rate of 25 million bits (megabits) of data transmitted every second.


To understand how internet “speed” works, (or doesn’t work as the case may be!) let’s all close our eyes and visualize a freeway.  A freeway with 5 lanes on both sides with only a few cars on it will flow nicely, right?   If your car represents 5 megabits of data, and the freeway can handle 25 megabits of data at given moment, then your car is going to move along just fine and arrive at the destination at the expected time. To be more realistic with this analogy, though, we need to change that freeway to 5 lanes on one side (upload)  and just one lane on the other (download) side.  When your bandwidth is 25/4, that means up to 25 mbps upload bandwidth and 4 mbps for downloading.

Now let’s say your car is traveling the same freeway at rush hour, or when there’s construction and the lanes merge into one, and we start to have some significant reductions in speed.  All it takes is for a few other people trying to be in the same spot at the same time…. and now no one’s making it home for dinner.

This is the same as your internet connection. 

Let’s say you signed up for an internet service speed of 25/4 mbps.  The salesperson tells you that means you will have highspeed abilities up to 25 megabits per second– many times faster than you need for downloading video or other data.

Here’s where we reveal the secret tip.

The important key phrase that provider said is “up to.” What that really means is: “in a perfect world where you are the only person using our internet service and the weather is perfect and your modem is brand new and you’re having a good hair day, well then you MIGHT have speeds reaching close to 25 megabits per second.”

But you aren’t their only customer. And the weather is rarely perfect.  And your modem is a few years old….

Suffice it to say, you’re not getting 25 mbps.

What are you getting?

Not 25 mb. You are sharing in a proverbial communal drinking trough with the rest of the businesses and residences in your area. 

This is perfectly legal– it’s called contention ratio, and it means that everyone in the area is sharing the same internet line.  The exact ratio isn’t publicized, unfortunately, but unless you pay for a dedicated line (more on that in an upcoming blog),  it is a good rule of thumb to assume that your bandwidth is approximately half of the speed that you signed up for.

So, if you have a 100 mb line, and a fairly low contention ratio, then you’ll likely get average speeds of 35-65 mbps. If you are using a line with a high contention ration, however, and you’re all utilizing the internet at the same time, your speed may drop to a delicate 2 mbps.  UGH.

If the ratio isn’t publicized, and the advertised speed isn’t realistic, how on earth do you know what your business needs?

Don’t despair.  There are several internet speed tests you should run from your location that will provide an evaluation of your connection. Here's one you can use right now: http://www.speedtest.net/

Don’t stop with one test, though!

Run several tests at different times of day and different days of the week to see the fluctuation and range you can expect.  That will provide a good estimation of what you’re working with. 

Next,  if  considering any type of technology “as a service”, such as VoIP phones, contact center as a service, etc., then you should also run bandwidth tests from those providers as well, since the data transfer will be traveling over both your internet line AND theirs.

The best way to investigate these factors and others is to work with a vendor-neutral consultant.  A good consultant won’t charge for their assistance, and will be on your side to find the right service provider for YOUR needs.  A well-connected consultant will be able to provide the appropriate tests and details that should play a role in your company’s decision. Equipped with the knowledge of what will assist or hinder your business’ performance abilities, you will be able to determine with the right amount of bandwidth for your daily operations.

What if you don’t want to be at the mercy of contention ratios and variable performance factors? Well, there are other data service options you can utilize, which will be covered in the next Secrets of a Salesperson blog.

Out of time or patience? Get a free analysis of your best options now. Click to schedule

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Cut the Cord! 4 BIG Reasons to Consider Voice as a Service

Cloud Communication Cloud Based Systems Unified Communications as a Service technology trends VoIP

Forward-thinking companies are ditching their hardware, dropping their phone carrier lines, and moving communications to the cloud to utilize voice as a service (VaaS). What’s causing this mass migration?

Here are just a few reasons that companies of all sizes are making this strategic move, and why it might be beneficial for you, too:

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Secrets of a Salesperson #2: Reliability- the REAL Story

Cloud-based Services Cloud Based Systems Cloud Cloud-Based VoIP Systems VoIP

Secrets of a Salesperson #2: The Real Story on Reliability

We’ve all heard the hype. Ask any cloud carrier salesperson and they’ll tell you, “We’re the best! We are rated the most reliable service! We rank above the competitors!”

The problem is, they ALL say that.

So how do you gauge who truly is reliable?

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Secrets of a Salesperson #1:  Cloud Providers are NOT all the same!

By current conservative estimates, there are about 2,000 VoIP, or cloud phone service providers in the USA. 

TWO THOUSAND!  Who has the time to check them all out? No one. So let’s trim it down to a manageable number… how about the top 10 in the industry?

Even if you’re just comparing the top 10, how can you tell what makes them different from each other? And how do you know which one is right for your needs? 

If you talk to a representative from each one of the top VoIP providers you will hear the same thing: they have the best service, best platform, best reliability, best phones,  best hairdos, best breath, best, best, best, blah, blah, blah.

But what’s the REAL story?

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Every Second Counts! 5 Things Schools Need to Prepare for an Emergency

Emergencies can come in many forms, but the fact is: they WILL come. 

Preparing for this reality can make all the difference for our children, teachers, and administrators. Whether the threat comes from natural, biological, technical, or human factors, incidents and emergencies are on the rise in our schools.

Is your school truly prepared? 

Get Your Free Assessment

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Replace, Buy or Subscribe?  10 Hidden Technology Costs to Consider

No one likes to hear that an investment is aging, reaching end of life, or becoming obsolete and no longer supported.  Although it would be nice if we could buy something once and never have to think about it again, the reality is that the laws of the physical universe (inertia!) and the human need to continually improve on inventions make that impossible.

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Where Has All the Hardware Gone? 3 Reasons Your Technology Should be Shrinking

old technology being thrown away

Equipment shortages, and notices of “end of life” or “end of sale” are becoming more and more common in the business world, as companies face tough decisions on replacing or removing their aging technology.  Couple this with the increasing hype around virtualizing, moving to the cloud, and subscribing to technology “as a service” , and it’s no wonder that businesses are scratching their heads about their tech strategy.

Is it just a marketing ploy?  Are the IT and communication companies doing this on purpose just to make another sale?

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