Category Archives: NEWT Managed PBX

Voicemail to Email feature

3 Beneficial Features for Out of Office Workers

With over 80 features, NEWT Managed PBX phone system offers a unique and convenient experience.

They are the brave individuals who choose to wander out into the concrete jungle to get things done in face to face meetings. These courageous folks are known as out of office workers. However, what are you supposed to do when people call from within the office?

Here are three NEWT features that can help out of office workers get the messages they need without checking into the workplace.

Call Forwarding

With NEWT’S fully managed hybrid PBX system, you’ll be able to use the “Find Me Follow Me” feature to make sure those important calls get to you promptly. All you have to do is program your numbers into the console, and the system will be able to reroute the call to multiple numbers simultaneously or in sequence, i.e. cell phone and home. Whether you’re on the job site impressing a client or suppressing your road rage on highway 401, the call will find you.

Voicemail to Email

Now, if you don’t want a call to find you right at this moment, here’s another helpful feature. Instead of having someone leave a voicemail on your cell phone or office phone, which needs pesky passwords and confusing navigation options, send it to your email! After inputting the numbers into the console, you can send voicemails to email by inputting a designated email address. Messages will be saved as MP3 files, allowing you to listen to each of them with ease on your computer or smartphone.

Time of Day Scheduling

rawpixel-1061533-unsplashSometimes we find ourselves in a situation where we have absolutely no time to answer calls or look through emails. That’s where the “Time of Day Scheduling” feature comes in handy. Within your NEWT console, you can input your numbers and emails, and you can also set the time of day you’d like calls forwarded to you. Simply select the day of the week and adjust what time you’d like these calls to go to you. For example, on Tuesdays, I’d like the “Find Me Follow Me” feature to activate at 10 a.m. when I leave the office and deactivate at 3:45 when I return.

So whether you’re in the office or venturing out into the world, NEWT has plenty of features to help you get through your day. To learn more about the latest features from NEWT, visit our features page.

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PBX for Realtors

5 Reasons Why NEWT is the Right Choice for Realtors

One of the biggest challenges real estate firms are facing today is keeping up with modern technology. PBX (Private Branch Exchange) solutions can help real estate agencies gain a competitive edge and maintain fast and efficient communication with clients.

If you’re ready to bring your connection out of the stone age – or perhaps you’re tired of expensive and complicated systems, then this real estate guide will shine a light on what you should be looking for in a business phone system.

Why Hybrid Cloud Phone System is the Perfect Choice

1. Mobility

Nearly a third of all real estate agents spend more time working outside of the office. While email and text messages are easily accessible through a handheld device, realtors reported that 91% of their communication with clients is done by telephone.

Find Me, Follow Me and Direct Inward System Access (DISA) allows for integration with mobile devices and will enable employees to make calls from their mobile phones as if they were calling from the office.

2. Client Experience

Home buyers are looking for real estate Real Estate Agentagents who are responsive and up-to-speed on new technology. A report from the National Association of REALTORS® (NAR) found that when communicating with their agent, recent buyers found it essential that their agent calls them personally.

Most clients prefer to talk on the phone so, it only makes sense that realtors can be reached seamlessly on their mobile device. To ensure critical calls are never missed, NEWT routes calls from office phones to mobile devices, helping realtors stay connected to their clients.

3. Flexibility

Finding a scalable system with the flexibility to grow as quickly and proficiently with the company can be a challenge for many realtors, especially when companies have offices in multiple locations. Traditional phone systems can be a point of frustration for realtors and clients. Moving effortlessly from properties to the office is essential for callers and staff.

Not only does NEWT help with multi-site companies, but it also helps companies of all sizes keep up with continually evolving technology and keep team members within the same phone system. NEWT Managed PBX is easy to manage and update, allowing realtors to add and remove functionality and users as needed – without the hassle.

4. Easy to ManageNEWT Attendant Console

Using outdated analog phone systems can be complicated and inconvenient. Trying to manage, change settings, or update an outdated system can be complicated and a strain on productivity.

NEWT can make it easier to manage from a technical standpoint. Features such as the NEWT Attendant Console improve call management by increasing visibility of extensions and calls to your company.

5. Cost

Every business is looking for ways to increase profit and cut down on costs, but not at the expense of quality. PBX systems are known for being cost-effective and high-quality – two things any realtor and savvy businessperson strives for.

NEWT is fully-managed, with an all-included feature set. NEWT clients have seen up to an 80% reduction in their monthly telecom expenses by eliminating the cost of business phone lines.

What’s Next

Are you ready for reliable communication that is fully-managed and easy to use? NEWT can ensure that you’re always connected and never miss an important call. Contact us today to speak with a product specialist.

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Habitat For Humanity Finds Extensive Value Within The NEWT Business Phone System

Habitat for Humanity Grey Bruce strives to build hope and they promote optimism on a daily basis through their messaging and their work. Like in many industries, communication with the public is essential, this is especially true for the non-profit sector of business. For this reason, Habitat for Humanity Grey Bruce was searching to enhance their phone system to help increase the overall efficiency of the entire organization.

John McLaughlin, Partnership Coordinator at Habitat for Humanity, sat down with the NEWT team to discuss why the organization decided to utilize the NEWT PBX to satisfy all of their communication needs.

Since 1987, the mission of this organization has been to fight the cycle of poverty by providing affordable housing for low-income families. Due to this, employees and volunteers with the Habitat for Humanity are constantly on the go to accomplish daily and weekly goals. The NEWT PBX helped to streamline the communication throughout the organization by providing connectivity to the three remote locations of the business. Other features like Call Forwarding and Voicemail to E-mail have allowed John and other employees to stay up-to-date on various business matters regardless of their current location.

John believes that the NEWT solution helped to add flexibility to the business that their previous phone system was unable to do, simplifying the internal and external communication process.

Due to John’s positive experience with the NEWT staff and the value he has found within the business phone system itself, he would recommend the NEWT PBX in an instant. “I wouldn’t have any problem recommending NEWT, especially with the support staff, they have done a great job, when we encountered something because we were unfamiliar, they were right there to help”.

Watch the full testimonial video featuring John HERE.

Learn more about the NEWT PBX and its features here or please call 1-888-996-6398 for further information.

Habitat for Humanity

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We’re hiring: Telecommunications Software Developer

NEWT has earned its reputation in the Canadian telecommunications industry for its innovative business communications products and services. That is due to our in-house philosophy of building our own stuff. We don’t rely on 3rd party products, we develop it all right here in our Cambridge head office and our NEWT Managed PBX is just one example. This feature-packed piece of technology is helping thousands of Canadian businesses streamline their operations and optimise their communications with vendors, leads and customers.

The NEWT development team is looking to add a key player to make the NEWT Managed PBX even better.

NEWTyour invitation

At Fibernetics, our purpose is to deliver happiness and connections every day by being awesome.  This is the company’s calling and if you believe this to be your calling too, we want to hear from you!

We are inviting an awesome Software Developer to join our Technology team to contribute to delivering happiness and connections every day.  The unique tasks that you will take pride in accomplishing are listed below.

ways you contribute
• You will be responsible for designing and implementing new applications for the Fibernetics Digital PBX and other products or services
• You will want to work in an entrepreneurial environment where your work makes a huge impact
• You will demonstrate troubleshooting and diagnostic skills
• You will be able to work independently and as a team player
• You contribute to a positive workplace culture
• You deliver happiness to your teammates and to customers by sharing your skills and abilities

what makes you awesome
• You have a minimum of 3+ years Asterisk or Freeswitch platform development at a very high level
• You have excellent knowledge of Linux/Unix environment and security principles
• You have experience with mobile platform development
• You have a background in web application development
• You know programming languages: C, C++, Perl, Python, Unix Shell, HTML, CSS, Javascript, PHP, Pascal
• You have knowledge of VoIP, Network Management, Client Server, Protocol Stacks
• You have an in-depth understanding of TCP/IP
• You know database storage and data models: MySQL, XML
• Previous employment with a telecommunications service provider considered an asset
• College or University degree, preferably in Computer Science or Engineering
• English language proficiency skills (written and oral)

rsvp
Write to careers@fibernetics.ca to let us know how you can contribute, what makes you awesome and why you want to be in. We look forward to hearing from you!

 

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NEWT Contact Centre: Turn-Key, Cloud-Based Customer Care

Agent View of the desktop NEWT Contact Centre

Agent View of the desktop NEWT Contact Centre

Everyone can name off the top of their head any number of times where a service provider or vendor has blown it when it comes to customer care. We even talk about them at parties. The “Oh ya? Well, you won’t believe what happened to me!” stories.

The funny thing is, we do believe them. They all ring true.

Conversely and increasingly, the same can be said about outstanding customer service. Those companies that go above and beyond, defining what a cool purchasing or service experience can and should be all about. We talk about them too.

In today’s business environment, the standards that have been established that define a superior customer experience are high. Indeed, with technology only improving how businesses deal with their customers, regardless of how large or small a business, gaining and retaining customers is all about how they perceive they are being treated.

Further, those businesses that focus on excellent customer care have a far better chance of being successful than those who don’t. Want some numbers to back that up?

  • It costs 6–7 times more to acquire a new customer than retain an existing one –Bain & Company
  • A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
  • The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
  • 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competitors – Peppers and Rogers, Customer Experience Maturity Monitor

The bottom line is, organizations that have and know how to use the tools that provide superior customer care have a distinct competitive advantage.

Introducing the NEWT Contact Centre

The NEWT Managed PBX Business Phone System is already setting the standard for advanced business communications in Canada. Now, with the introduction of the NEWT Contact Centre, thousands of organizations across the country can add innovative Contact Centre features and functionality that will boost sales, improve customer retention and improve overall customer experience.

Beyond its simple management tools that lead to increased staff productivity and performance management, the NEWT Contact Centre scales for any size business from multi-location cross-Canada enterprises to a local business with a small staff that is looking to improve efficiency.

Full NEWT Contact Centre features and capabilities are here.

At NEWT we are going beyond telecom by providing superior business communication products and services combines with a passion for customer care. The NEWT Contact Centre is a perfect example. We built it in-house, tested it with our own customers and use it 24/7/365 to establish the new standard for customer service in Canadian telecommunications.

The NEWT Contact Centre allows us to meet that goal.

For more on what NEWT Contact Centre can do for you and your business, please drop by the NEWT Website or give us a call at 1 (888) 996-6398.

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triOS College Learns How to Save Big with NEWT

triOS College of Business, Technology & Healthcare is an award-winning private career college who has served over 20,000 students and hundreds of education professionals over the past 20 years. The College is expanding at a rapid pace and already has 10 facilities scattered across Ontario. triOS recently came to the realization that in order to serve their students to the best of their ability, they would need a new phone system.

Frank Gerencser, Chairman and CEO of triOS College was days away from signing a million dollar deal for a new phone system with another company when he met with Jody Schnarr, CEO of Fibernetics. Although Frank had invested months of time into negotiations with this other company, the NEWT Business Phone System was just too good of an opportunity to pass up on.

Instead of switching to a phone system that offers 3 times the performance for the same price as their previous phone system, triOS decided to switch to the NEWT Business Phone System as it offers ten times the performance for $10,000 less a month.

Besides from the fantastic money saving components of the NEWT Business Phone System, Frank really liked how the system is tailored to meet the needs of businesses operating in multiple locations. Since NEWT runs over their own Fibernetics CLEC Network, long distance charges are virtually eliminated. Frank also liked how the NEWT System ties all of the locations together under one 4 digit dialing system.

Jason Toms, Manager, IT Services, was astonished when he learned of all of the great features that the NEWT Business Phone System has to offer. Of the 80+ features, there were a few specific ones that really stood out to him.

The Conference Bridge feature allows for any number of callers to dial into a teleconference with a specific PIN code. Jason noted how this feature will save triOS hundreds of dollars a month, as they no longer have to pay other companies to talk to themselves.

Jason saw great value in the Voicemail to Email feature – where callers leave voicemail on the NEWT Business Phone System and an email is sent to the recipient notifying them that they have a new voicemail. Jason also liked the Find Me Follow Me feature – where calls are routed to multiple numbers simultaneously or in a sequence ie: office extension, cell, home. Both of these features keep staff well connected to each other and allow them to be more responsive to students.

newt_pbx_polycom_phoneJason appreciates how easy the NEWT Business Phone System is to operate and found triOS’s transition to the system quick and smooth. It only took an hour of training for staff to understand how to manage the system and triOS will end up saving 1000’s of dollars as they will no longer have to pay to bring in professionals to fix their console. Jason likes the Desktop Console as it significantly improves call management by increasing visibility of extensions and calls for triOS, once again making life easier for staff.

NEWT is providing a phone system that will allow triOS to continue to grow and save money at the same time. Check out more of the testimonials from Frank and Jason and some more benefits of the NEWT Business Phone System for Education.

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Urban X Solutions Inc Keeps Connected with NEWT

MIKE NORWICH - Reason for switchingNEWT’s marketing team recently had the opportunity to sit with Urban X Solutions, one of their local business phone system customers. In 2008 Mike Norwich opened Urban X Solutions Inc. becoming the Kitchener-Waterloo region’s authorized Xerox Canada Sales Agency.

His organizations sales philosophies are:

  1. stay connected to the local market
  2. stay connected to the existing customer base
  3. focus on delivering services for SMB Groups

Urban X Solutions were looking to find a Telco solution that was going to help them to achieve those goals as well as reducing costs.  Mike explained that, “. . . at the end of the day . . . we were paying too much money for the service that we were being delivered, and for what we were getting out of it.”

Norwich took a look at the NEWT Business Phone System and realized that, “. . .  the savings were substantial.”

Right out of the gate, Urban X Solutions was able to save 50% on their Telco bills when they switched to NEWT.  “The amazing part.” explained Norwich, “we cut the number in half including the hardware”.  They were able to get all new hardware from NEWT and still save 50% off their telecom costs starting day one.  “It’s actually going to drop down to more like 90% after three years; so talking just a ridiculous amount of money when you start to peel it back by looking at the system.”

Two NEWT business phone system features that Urban X Solutions said they found most useful are:

  1. Voicemail to Email – emails come directly to Urban X employee smartphones so they don’t have to call in to the office to hear messages. This feature helps provide better service to customers as they are always in touch. Also, it’s simple to send or share the message file with another team member, so they can handle the request.
  2. Call Follow Me – no matter where ever an Urban X employee is, they never miss a call.  Calls are directed directly to their mobile device so when they are on the road they can talk to customers anywhere.

When asked about the Installation process for the NEWT business phone system Norwich said, “it was like clockwork . . . the one thing that I did like was the fact that our old system was still operational while the new one was in, until that magical switch happened between the providers . . . the most important thing was that you need to have a phone system.  You can’t afford down time, so we actually didn’t have any down time when it came to the transition.”

One of the hesitations to switch to the NEWT business phone system was because Norwich owned his old system and thought he would simply pay for repairs to maintain it.  After he looked at the NEWT system, he was able to save 50% right away with all new hardware and provide a solution with features he needed to provide an excellent service to his customers, and his sales agency.

Norwich’s bottom line: “Here’s the one thing I’ll say . . . you always have to look at the big picture when you’re changing stuff, and if you want to get to the end result you’re going to have to do it, and you’re going to have to make a call on it.”

“If I look back and I would have done this sooner, the amount of money we would have saved doing this two years ago versus, you know . . . a year ago, that money would’ve been in my pocket versus being with some other provider . . . “.

Please contact Urban X Solutions to provide you with top quality Xerox WorkCentre™ multifunction products in Kitchener, as well as other Xerox devices. For more on what NEWT Business Phone System and NEWT Business Internet Services can do for you and your business, please drop by the NEWT Website or give us a call at 1 (888) 996-6398

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NEWT Business Solution: The Insurance Phone System

LMlogo07Although Lackner McLennan Insurance ltd. has been operating since 1946, they are still constantly looking for ways to maximize productivity, an attitude that has served them well in nearly 60 years as an insurance brokerage. David Stark, CEO and one of five Managing Partners at Lackner McLennan, describes the team at LMI as one where “everyone is committed to getting the job done, and to work together to get the job done”. In order to be consistent with their core values, LMI needed a phone system that would promote collaboration, which ultimately led them to the NEWT Business Phone System.

Before switching to NEWT, Lackner McLennan was using an old system that was providing more headaches than benefits, as it required constant maintenance that was costing them both time and money. David describes the system as “dying a slow, painful death” when speaking about the increasing problems they were experiencing. Now, after switching to NEWT, Lackner McLennan has enjoyed first-class business support without the costly maintenance fees.

Building the Perfect Insurance Phone System

But where NEWT has had the largest impact is in how day-to-day activities are completed for both David and his employees, which lies in the innovative features the NEWT Managed PBX offers. Because of the extensive feature set NEWT has to offer, organizations can custom design how their business communications work allowing Lackner McLennan to have the perfect Insurance phone system. When asked which feature he can’t live without, David quickly responds with, “voicemail to email, I tell you that’s second to none”, “the fact that the email can ricochet to my Blackberry is awesome”. David also mentioned the ease at which the nationwide Fibernetics CLEC network that the NEWT system runs on allows Lackner McLennan to hold conference calls with associates calling from across the country. “Yesterday we were dealing with our accountants and tech support that was calling from Vancouver . . . they called me and I could easily bring in two other people as well”.

Lackner McLennan has been a customer of NEWT for nearly seven years, and when David was asked about his overall opinion of NEWT and the NEWT Managed PBX, his reply was simple but telling, “it’s good quality, a good system, and saves you a couple bucks along the way”.

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This is what NEWT’s award winning customer service looks like

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The Award Winning NEWT customer service team



Yvon Bertrand is the Vice President of Technology for NEWT and oversees our customer service team based at our head office in Cambridge, Ontario. He has spent over 20 years in the telecommunications industry, working throughout Canada and abroad for international and startup companies. We’re lucky to have him, as this product management and product support experience has helped do something awesome

We asked Yvon to outline NEWT’s overall customer service strategy:

At NEWT, we believe that customer service is vital to the success of the company.  Every one of our competitors will say the same, however we are different: please allow me to use our help desk manager’s words.  “We believe experience generates belief and belief drives behaviour”.  We do everything we can to provide a better customer experience because we understand that in the end we will influence our customers to remain our customers and is why we have a nearly 100% retention rate.

NEWT Customer Service details:

  • We closely monitor current wait time, average wait time and maximum wait time.  We actually target an average wait time of 90 seconds or lower.  We are serious about setting the bar high, we have hit or done better than this target 20 of the first 26 week of the year.  We understand that a static data such as wait time is not enough to create an overall good experience, that is why we monitor the wait time from multiple angles, as describe above.
  • We monitor resolution time, from the perspective of the call, a day or the current week.  Resolving our customers problems is critical to create a good customer experience, thus we target to solve our customers’ problem on the first call or the same day 80% of the time.  Our metrics indicates that we have achieved this target 23 of the first 26 weeks of the year.
  • I could go on for hours about the many ways we try to court our customers’ to another day with us, let me just say we look at about 24 different angles to evaluate how we are servicing our customers: leaving litlle to chance.

As I often say, I trust that any customers joining NEWT will be pleased with the customer service experience.

NEWT_RMANEWT’s industry leading technology is one thing, but the training and ongoing support provided by Yvon and his team is what makes virtually all of our customers, customers for life.

For more on what NEWT Business Phone System and NEWT Business Internet Services can do for you and your business, please drop by the NEWT Website or give us a call at 1 (888) 996-6398.

 

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How to pick a new business phone system provider

ChoosingNEWT has a dedicated team of sales professionals who work with prospective clients to educate them on making the best purchase decision they possible can. What gives the process a jump start is if the client has a working knowledge of phone systems – and their particular industry’s needs. They don’t have to be full-on telecom experts, rather just have a working knowledge of what they require.

Why Choosing the Right System Is an Important Decision

Making educated choices when purchasing business equipment is important for every company’s bottom line. But beyond that, their phone system is the backbone of their organization. Upgrading from an antiquated under-performing system is a best business practice. In today’s competitive marketplace, businesses need to take every advantage they can find. Today’s feature rich systems provide a wealth of tools that improve efficiency and allow for organizations to be more nimble. A company’s business phone system remains the principal access point for its customers so purchasing a phone system that isn’t suitable can lead to lost business and an unhappy staff.

The Provider is as Important as the System

Selecting the right company to purchase a phone system from is as important as the choice of system. Price is always a factor, but going the cheapest route might look good to a boss when presenting a business case, but going that direction tends to lead to long-term problems. Remember, if a phone system goes down, for most businesses that means they are out of business. Customer service and training must be a priority for the provider.

Next, determine who does what to make the phone system work. Many company’s will sell a phone system to businesses who have little to do with how the thing works other than selling.

What network does it run on? Who manages the hardware? How IT intensive it is? Who handles technical support? All of these questions need to be asked and answered because if the phone system goes down, it’s essential the business knows who is going to fix it.

Features are the Future

Each industry has different needs. A transport company’s perfect phone system feature set won’t work for a lawyers office. When selecting a phone system, first determine what features are best for a particular business. Research is available for many verticals  and vendors should be able to provide information on organizations similar enough to help narrow down the appropriate feature set.

Today’s work environments are also changing. Static office presence is fast becoming a thing of the past with the workforce becoming more mobile, or working remotely. A phone system’s feature set must be capable of reaching staff where ever they are, and at any time, and not costing an arm and a leg in long distance to do it.

Plan For Growth

Where is a business is today isn’t where it will be tomorrow. Most have plans for growth, adding on new employees to handle new business, or opening up new locations. Buying a phone system that will work only for a business of a certain size will lead to unnecessary down-the-road expenses. The phone system purchased to day should be able to scale for tomorrow.

NEWT_RMAFirst and foremost, phone systems just need to work, but beyond that they need to work with businesses to improve processes, reduce costs and  provide seamless high quality voice communications between your employees and for customers, and a little education goes a long way.

For information on the NEWT Business Phone System, and how it can make your day-to-day business more efficient, drop by the NEWT Website or give us a call at 1 (888) 996-6398.

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