Yoozoom Blog

Yoozoom is Now Part of Windsor Telecom Group

Mon, 21 Oct 2024 10:10:30 GMT

We’re excited to announce that Yoozoom has officially joined the Windsor Telecom family as part of their mission to grow and expand across the UK.

As a Leeds-based leader in unified communications, IT services, and networking solutions, Yoozoom has a proud legacy of helping businesses thrive.

What does this mean for Yoozoom customers?

Yoozoom will continue to provide the same high-quality services you know and trust. Windsor Telecom is committed to investing in our team and services, ensuring that we’re able to offer even more to our customers as part of a larger national network.

A message from Windsor Telecom:

"We’re thrilled to welcome the Yoozoom team and customers into the Windsor Telecom family,” said Pete Tomlinson, CEO of Windsor Telecom. “Their expertise will be invaluable as we grow our national presence, helping even more businesses use technology to deliver outstanding customer and employee experiences.”

As part of Windsor Telecom’s UK-wide growth plan, Yoozoom is excited to embark on this next chapter and continue to deliver innovative solutions that make a difference.

Stay tuned for more updates as we continue to evolve as part of the Windsor Telecom Group!

The small business guide to phone systems

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 26 Sep 2022 08:00:11 GMT

Small business owner? Need a new phone system? This is the guide for you. Learn how to find a VoIP phone system that helps you smash your goals.

Are you starting a new business and need a phone system? Or perhaps you want to replace a creaky old system with something a little more capable?

Great! You've come to the right place. For the last 10 years or so, we've specialised in providing VoIP phone systems to SMEs. With our help, clients have boosted their customer service, streamlined their communication and enjoyed cheap, high-quality calls to the UK and beyond.

But if you've done any research thus far, you'll know that small business phone systems can be complicated. That's why we've put this guide together.

So make a cup of tea and grab your reading specs. In five minutes or so you should – hopefully – know exactly what you need from a phone system.

Let's start with the basics.

What is a VoIP phone system?

VoIP stands for "voice over internet protocol". It's usually pronounced "voyp".

As the name suggests, VoIP sends voice signals over the internet rather than using copper cables. These copper cables power the old-fashioned PSTN telephone network that the UK has relied on since Victorian times.

VoIP is now replacing PSTN. And we don't just mean "VoIP is overtaking it technologically" – it's literally replacing it. In 2025, BT is switching off its legacy PSTN and ISDN networks in favour of VoIP.

That's why this article will focus on VoIP phone systems exclusively. There's very little point in installing another kind of system at this point.

What are the benefits of VoIP?

VoIP has many benefits over old-fashioned phone systems.

Compared to ISDN, its forerunner, VoIP is easier to install, more scaleable and generally cheaper to run. Plus, it unlocks a tonne of useful features that just wouldn't be possible with an ISDN phone line.

How do I get VoIP up and running?

There are two options for VoIP installations: self-hosted systems and cloud-based systems.

Self-hosted VoIP systems

Self-hosting means running the VoIP system on your own premises. Your calls are still transmitted over the internet, but the software that makes that happen runs on your own server.

Naturally, this means you need some robust server hardware to make it happen. This can be costly and complicated, but you'll generally get a slightly more reliable service this way.

That said, cloud-based systems are plenty reliable as they are. And since self-hosting requires dedicated hardware, we'd usually recommend it to larger businesses that already have server infrastructure in place.

Cloud-based VoIP systems

With a cloud-based system, your VoIP service is hosted on an off-site server and delivered to your business remotely. This means you don't need any special hardware – all you need is a run-of-the-mill business internet connection .

While this can be slightly less reliable than a self-hosted system, the benefits often make up for it. Cloud-based VoIP systems are very cheap to get up and running. And because you're not relying on hefty server hardware, they're extremely flexible. With a cloud-based system, moving to a new office is as easy as setting up a new internet connection.

What should I look for in a small business VoIP system?

Different VoIP systems fulfil different needs. Some focus on enterprise-level features and have enterprise-level costs to match. Others are more suited to sole traders or startups.

The important questions to ask yourself are: "does it meet my needs?", "does it support my goals?" and "is it affordable?".

Here are a few things to look out for.

Scaleability

VoIP systems are, generally speaking, more scaleable than traditional business phone systems. However, some make scaling up easier than others.

Naturally, as a small business with big ambitions, you'll want your phone system to grow with you. So when you choose your VoIP system, make sure it has options in place to support this growth.

For instance, is it easy and cost-effective to add new extensions? Unlike traditional systems, VoIP doesn't necessarily require expensive hardware to support new phone lines. You don't even need new handsets, as long as you're happy to use your office computers as softphones.

However, you should make sure that this process is as seamless as possible. If adding new lines will lead to downtime and headaches, is it going to be worth the hassle?

Security

Anything that transmits data over the internet should be considered a potential security risk. And that includes VoIP.

Don't get us wrong. The best-known VoIP providers have excellent track records for security – and we've thoroughly vetted our three VoIP phone systems according to cybersecurity best practices.

Nonetheless, you shouldn't underestimate the importance of security when choosing a small business VoIP system. If you see anything that suggests a provider isn't taking security 100% seriously, we advise you run for the hills.

Features

Feature-wise, VoIP systems make traditional phones seem positively mediaeval.

The important thing to consider, as a small business owner, is: do you need all these features, or are they overkill?

For instance, hold music, video conferencing and one-number services – where your mobile phone can share a number with your desk phone – are all very useful, no matter the size of your business. However, things like in-depth reporting and complex queue management features might not be necessary until your business picks up the pace.

Another feature to keep in mind is unified communications, or UC. If a VoIP system offers UC, it means it can act as a complete communications suite. Typically, a UC suite will combine voice, video and text chat into one easy-to-use system.

This can be a real boon if you're working with remote employees. Keeping your comms contained in one UC system means you avoid the faff, confusion and security concerns that come with using multiple apps.

Cost

Of course, cost should be high on your list of priorities.

But a word of warning: while it might be tempting to go for cheap, consumer-orientated VoIP systems, these often lack critical features that come as standard with business VoIP.

Could you live without extension forwarding, mobile phone redirects or an auto attendant? If not, it's worth going straight to a business-orientated VoIP service.

The good news is that even business VoIP tends to be affordable, especially in terms of call charges. Many VoIP providers offer unlimited calls to UK numbers as part of their monthly subscription costs.

What's the best VoIP system for small businesses?

Our money's on Wildix .

Wildix is hardly the world's best-known phone system, but it's among the most flexible we've ever encountered.

It's this flexibility that makes it such a good choice for small businesses. Whether you're a sole trader or a burgeoning brand, Wildix can provide the tools you need to succeed. Enjoying rapid growth? It's easy to scale up your phone lines and features to match.

And let's not forget security. Wildix is an entirely cloud-based system that's secure by design. It uses a native encryption system to protect your traffic, without the need for costly VPNs (virtual private networks) or SBCs (session border controllers).

Interested? Learn more about what Wildix can do – or get in touch with one of our friendly experts for a no-obligation chat.

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6 advantages of a VoIP phone system

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 19 Sep 2022 08:00:12 GMT

By 2025, all UK phone systems will be cloud-based. If you're reluctant to switch sooner rather than later, read on for six advantages of a VoIP system.

If you've clicked on this article, you're probably aware that VoIP (voice over internet protocol) is a type of phone that uses the internet instead of good old copper wire. You're probably here because you're wondering: is it worth investing in?

Before diving into the six key advantages of installing a VoIP phone system, we're going to reframe that question as " when should I invest?"

This is because the ISDN network – that nationwide tangle of copper wires – is being switched off in 2025 . Large-scale wireless telecoms is just around the corner, so many businesses are preparing themselves for the big switch.

Making the change sooner rather than later means you can ensure a smooth switchover and not get backed into a rushed decision.

But here's the thing. Even if cloud-based telephony wasn't soon to be a necessity, we'd still be singing its praises. In this article, we explain what you can achieve with VoIP phones.

1. Cut costs

We thought we should lead with this one as we often get asked about it.

The bottom line is this: VoIP phones are much cheaper than their alternatives.

Many providers – including yours truly – will offer unlimited calls as part of your package. This gives it a clear edge on your current system, where you'll be paying for individual calls as well as system upkeep.

Once you've paid for the package, you're good to go. You can start making calls straight away using your inbuilt laptop mic. As long as your internet connection is up to snuff, those calls should be crystal-clear.

There's always room for improvement, though, and those costs you've cut by investing in a VoIP system can be used to upgrade with some speakers, headphones or headsets .

2. Scale away

As we said, traditional phone systems are on their way out – and this means that people are investing in them less and less. If your business grows and you move into new premises, this creates unwanted issues.

Relocating your current phone system is costly, and while it's being uninstalled, transported and reinstalled, it's out of use.

By contrast, VoIP systems are easily scalable. As your personnel swells and you add office locations, you can easily add users to the system.

3. Foster collaboration

As you know, flexible working is the hot topic in business right now – and the big challenge lies in reproducing the advantages of office life when working from home.

A VoIP system means your team is well-connected and on the same page – wherever they are. Customers, suppliers and all your other contacts can ring a number that can be answered anywhere. And with the capability to integrate your software into a VoIP, each of your staff effectively takes the office home with them.

4. Integrate software

One superpower that VoIP phones have is the ability to integrate with your software. This is something that old-fashioned phone lines simply can't do, and is a big reason why VoIP is benefitting workplaces in sectors as diverse as education , health and housing .

What this means in practice is that you can bring up a customer record or other contact on your workplace's software and VoIP them with a single click.

The time you spend toggling between tabs and cross-checking contact details could be better spent on, well, anything really, and cloud-based telephony frees up that time for you.

VoIP systems can integrate with everything from stalwarts like Salesforce to industry-specific software – from hotel management to medical databases. You can even hook them up to your intercom .

Of course, you need to make sure that your VoIP provider can provide the integration you need. Check out Wildix , Webex and Microsoft Teams for a full list of integration partners.

Want to know more? We've done several explainers on VoIP software integrations, from hotels to GP surgeries to estate agents .

5. Enjoy useful features

VoIP phones include a host of functions that can make life so much easier for your staff – and come with the package at no extra cost. Call forwarding, call recording, call queues, call transfers – all of these increase efficiency and make the customer journey more pleasant.

These systems are rich with features, including:

Website chat widgets ("click-to-call" buttons for your website that allow visitors to message, call or video chat).
Easy screen share.
Calendar integrations.
HD video conferencing.
Webinars.
Call monitoring and reporting.
Performance monitoring for call centres.
Wallboards.
Auto-attendants. An auto-attendant is essentially a virtual receptionist. A caller selects the destination of their call from a menu, and the auto-attendant routes it for them.

Naturally, these features vary from system to system. Have a look at the rich features on offer with Wildix, Microsoft Teams and Cisco WebEx VoIP phone systems .

6. Keep the customer satisfied

Many companies are now switched on to the need for satisfying customer journeys online – easily navigable websites, clear lines of communication, and so on.

Unfortunately, this sometimes comes at the expense of offline communications. Let's say you run an estate agency, and you get regular calls from a tenant. Because you're in and out of the office, they are regularly asked to call back later, or put on hold, or transferred to someone who can't help, or given a different number to dial.

VoIP telephone systems bypass this problem by having a single phone number which will connect them to the person they're after, no matter their location.

Are you ready to ditch and switch?

We hope this article has convinced you that switching to a VoIP system has multiple advantages for your business.

What we haven't explored is the range of systems available. It's a big choice to make and, at first glance, there might not seem to be much between them.

That's where we can help you. If you want to speak to a VoIP expert about the different packages available, get in touch to arrange a no-obligation chat.

And while you're here, why not check out our Knowledge Hub ? It's like an email newsletter, but good! Sign up, and you'll get tech news and tips delivered directly to your inbox.

What happened to Skype?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 12 Sep 2022 08:00:04 GMT

Ten years ago, Skype was everywhere. Now… not so much. But what happened, exactly? Read on to discover the truth behind Skype's rise and fall.

It's Tuesday, 10 May 2011. Marvel's Thor is blockbuster-ing its way through the world's cinemas. LMFAO's "Party Rock Anthem" is riding high in the UK charts. Fashionable types are colour-blocking their wardrobes to within an inch of their lives.

And among all this cultural brouhaha, a momentous tech deal has taken place. Microsoft has announced its acquisition of Skype for a whopping $8.5 billion.

It seemed to make so much sense. Skype was the go-to app for catching up with friends from afar. It allowed for (mostly) seamless voice and video calling, at a time when that sort of thing felt a little bit magic. And at its peak in March of 2011, it boasted 30 million simultaneous users – all online at the same time.

Heck, it had even entered the annals of the English language. Like Google and Photoshop before it, it had broken free of the world of nouns and become a bona fide verb. You didn't "call somebody on Skype", you " Skyped them".

Skype was cool . And Microsoft was, it seemed, keen to snaffle some of that cultural cred for itself.

Yet, here we are. A little over a decade later, Skype has lost its throne – unseated by relative upstarts like Zoom, Google Meet and Microsoft's own Teams.

According to one study , Skype held on to just seven per cent of the UK videoconferencing market share in 2021. In comparison, Teams boasted 20% and Zoom 55%.

Things are looking even bleaker across the pond. In the States, Skype had a four per cent market share – a minuscule figure compared to Zoom's 60%.

But perhaps the most damning evidence of Skype's demise is its disappearance from cultural discourse. Kids just don't Skype each other anymore.

So what happened? How did Skype go from the golden child of videoconferencing to a technological turkey?

Let's find out.

Eight-and-a-half billion dollars well spent?

Perhaps Microsoft's $8.5 billion buyout wasn't as much of a bargain as it seemed.

Even back in 2011, journos were scratching their heads over the deal. Skype's cool-kid persona concealed a chunky $686 million debt. And in 2010, the company had operated at a seven-million-dollar loss.

Microsoft wasn't the first to buy Skype, either. eBay got there first, purchasing the videoconferencing app in 2005 before selling it on for $1.2 billion less than it had paid .

Was the writing on the wall? Was Skype less "wunderkind" and more "kinda cursed"?

Perhaps. But what's even more baffling is that Microsoft might not have needed Skype. Microsoft had already incorporated videoconferencing technology into its own software. Home users could chat using Live Messenger, while business folk could enjoy a full communications suite in the form of Microsoft Lync.

And get this. Live Messenger typically boasted around 40 million simultaneous active users – 10 million more than Skype's headline-chasing 30 million.

What happened next

The 2010s happened. And social media went well and truly mainstream.

Sure, Facebook and Myspace had given people a taste of what social networking could do. But things were about to go stratospheric.

Between 2010 and 2020, we saw the launch of Snapchat, Instagram, Twitch, FaceTime and many more. These applications soon won millions of loyal fans and kicked off a veritable social media revolution.

And the clincher? These apps often included – or went on to include – videoconferencing capabilities, as well as social networking tools. Skype's single-use service began to look a little quaint in comparison.

Now, no disrespect to Microsoft. If we'd spent $8.5 billion on something, we'd try our best to make it work.

And try it did – by including lots of crowd-pleasing features cribbed from its younger counterparts. We're talking emojis, themes and an Instagram-style "Stories" feature.

Here's where things started to go south. Because many felt that, by focusing on flashy features, Microsoft was neglecting Skype's key strength – smooth, low-latency video and audio calling.

Users pummelled the software with negative reviews, which saw its rating on Apple's UK App Store plummet to one star.

One review summed up the ill feeling like this:

"I feel like with all these new updates, Skype is using up valuable space [on our phones], which instead they could be using on improving the quality of the app's features. Not making new features and icons and lists and tips that nobody is going to use."

That was posted in 2018. Nobody could have predicted what would happen just two years later.

COVID-19 changes everything

It was a perfect storm of bad luck.

Skype had made changes in response to customer demand. But ill-feeling takes time to put right – and just as Skype was getting started, a global pandemic hit. Suddenly, vast swathes of office workers needed a reliable videoconferencing application to keep in touch with their coworkers.

And so Skype's swing to social networking would prove to be its undoing. The app had developed a reputation for needless features. And needless features were the last thing people needed when they were trying to get work done during a pandemic.

Instead, these users flocked to a young upstart called Zoom. After all, Zoom was slick, simple and easy to use – just like the "old Skype".

The stats say it all. Between 2020 and 2021, Zoom's global market share increased by 22.3%. At the same time, Skype's fell by a spirit-crushing 25.8%.

But Zoom wasn't the only contender in the battle for videoconferencing supremacy. Skype's owner Microsoft had launched a communications suite called Teams in 2017. And just to add insult to injury, Teams' market share overtook Skype's in 2021.

This, of course, begs the question: why did Microsoft launch a product that put it in direct competition with itself?

Here's the thing. When Microsoft unveiled Teams, it probably wasn't thinking of it as a competitor to Skype. We reckon Microsoft had ambitions for Skype to evolve into a full-blown social network, while Teams could carve a niche in the business market.

The pandemic put those plans on hold. With everyone stuck at home anyway, the distinction between "social app" and "business app" became a whole lot less important.

And, frankly, Teams was simply a better videoconferencing solution. It was – and is – a jack of all trades: a powerful enterprise communication and collaboration tool that could comfortably moonlight as a simple way to chat with friends.

At the time of writing, the proportion of employees who choose to work from home is rising . And as the need to connect office and home continues, Teams shows no signs of slowing down.

Want to learn how Microsoft Teams can empower remote workers in your business? As an accredited Microsoft Partner, we're experts in helping businesses make the most of Teams. Learn more here .

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Cloud security: everything you need to know

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 05 Sep 2022 08:00:02 GMT

94% of all enterprises use cloud services – but do 94% know enough about cloud security? Read on to find out more about staying safe in the cloud.

For more than ten years, we've helped businesses of all shapes and sizes migrate to the cloud – and we were doing it long before cloud technologies became the default.

Naturally, then, we're going to cheerlead for cloud migration. Given that 94% of all enterprises use cloud services, you probably don't need convincing – but some companies still store all or some of their data on-premises, and we're here to help them make the switch.

For any cloud-sceptics out there, let's quickly run through the advantages:

It cuts costs. Cloud computing runs on single monthly payments, rather than the mounting costs of hardware, utilities and maintenance that on-premise data centres require.
It's scalable. You can easily scale your infrastructure in response to market demand.
It's reliable. Letting a cloud provider take care of problems means any server downtime will be brief.
It's accessible anywhere. This has a clear benefit in the age of flexible working. Staff can seamlessly access and collaborate on documents wherever they are.

Above all, it's secure – but it doesn't make you invincible.

In this article, we're going to take a look at cloud security. But first, the question on everyone's lips…

What exactly is the cloud?

Put simply, "the cloud" encompasses any software or service that exists online and not on your personal device. If you save files, images and videos on Google Drive or Dropbox – that's the cloud. You can access them through your device, but they don't live there – they reside instead on the servers of third parties, way on high in the cloud.

A key advantage to these technologies is that you're able to access these files any time, any place, as long as you're connected to the internet. You don't need to be in a particular room, at a particular desk or on a particular device, inserting a particular disc.

Cloud technology is increasingly ubiquitous. Here are some examples you might have heard of:

Amazon Web Services
Microsoft Azure
Google Workspace
Gmail
Office 365
Streaming sites like Hulu and Netflix

All of these store their data in the cloud – not on your device.

How secure is the cloud?

The idea of data floating around in some vaporous digital sky might make you nervous – not least because it lacks the reassuring concreteness of a USB stick or external hard drive. You might also be aware of high-profile cloud breaches like the iCloud data breach in 2014.

Let's get this straight: cloud technologies aren't invulnerable to cyber criminals. But corporations like Microsoft, Apple and Google have the resources to put robust security measures in place.

Data stored on a hard drive is more vulnerable to cybercrimes like ransomware and phishing than data stored in the cloud.

More often than not, cloud servers are kept in high-security warehouses. What's more, the files stored there are encrypted. This means they're scrambled up so they're harder for cyber thieves to access.

Other ways that cloud providers keep your data protected include:

Consistent security updates. It's only too human to miss a security update on your personal device and create a little chink in your digital armour. Cloud providers regularly and consistently update security measures.
AI. Increasingly, cloud providers harness the powers of AI to scout out any security threats .
Firewalls. These keep your data secure behind a digital wall that hackers will struggle to scale. This keeps you safe(r) from malware and viruses.
Ultra-backups. Backing up to the cloud seems solid – until there's a natural disaster or catastrophic hardware failure. However, the biggest cloud providers will copy your data multiple times and store it in different warehouses. Your backup is backed up – a real timesink for an individual but par for the course for cloud providers.
Third-party security tests. Large-scale cloud providers hire external security companies to test their servers regularly.

All of this adds up to robust and powerful security measures that should keep your data safe.

However, there are still things that you, as an individual user, can do to boost cloud security.

What can I do to stay safe?

There are a few things you can do to make sure you're using cloud technologies safely.

1. Encrypt your data

This is done for you so long as you choose a cloud provider that encrypts data as a matter of course. Leaving your files, videos and images unscrambled makes them vulnerable to cybercriminals – so don't give them the chance.

2. Back up your data

Again, this will be done for you by most reputable cloud providers. As we mentioned, they will back up your backups in case of disaster – but it doesn't hurt for you to store your data on multiple servers.

This means that in the event of a server going down, you can still access at least some of your data on another.

3. Enable multi-factor authentication

Multi-factor authentication (MFA) means that you have to provide two or more pieces of information when logging onto a site. Usernames and passwords alone no longer cut it. It's increasingly common to be sent a passcode to your phone or email that you have to enter as well. This adds a layer of protection that hackers will struggle to penetrate.

We're not trying to put you off cloud technologies – they're overwhelmingly secure and safe to use. But there's no harm in taking extra steps.

Migrate to the cloud with confidence

At Yoozoom, we help businesses of all sizes seamlessly transition to the cloud, providing expert consultancy, fully managed cloud migration and 24/7 tech support.

We put together a package that's made-to-measure, reflecting your goals, deadlines and bottom line. We take care of these cloudy complexities so you can get on with your job.

Interested? Then book your free, no-obligation consultation today.

Do you even NEED two mobile phones for work?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 22 Aug 2022 12:09:36 GMT

Is it time to ditch the company mobile? We weigh up the pros and cons – and explore a third option that could save you cash and hassle.

Is it time to finish with the company mobile?

Some people seem to think so. And, indeed, for the right kind of business, it might be a smart move.

For others, though, it makes sense to stick with the tried-and-tested model: one phone for work and another for personal use.

In this article, we'll look at some of the pros and cons of each option – and explore a "third way" that might please people on both sides of the argument.

But first, let's explain why we're bringing this up in the first place.

Let's talk "consumerisation".

What is consumerisation?

Consumerisation is a phenomenon where technologies that started in the consumer space get adopted within businesses.

Think of Skype, for instance. The VoIP-based communication app started off targeting consumers, before being bought out by Microsoft and launching Skype for Business.

Same goes for Dropbox and Dropbox Business. And Gmail and Google Workspace. And so on.

It's not just software, though. Devices are affected by consumerisation too.

Consider the personal computer. When first introduced, the computer (not "personal computer", a term which arrived later) was only for large-scale organisations that needed to crunch numbers on a massive scale.

However, beginning in the late 1970s, personal computers started to become more affordable and soon became common purchases by the individual consumer.

And the same thing is happening, right now, to mobile devices like smartphones.

Back in the 1980s, mobile phones were very different to today. They were the size of house bricks, they needed a separate battery pack and they weighed about 13 tonnes. They cost a bomb, too, so were only adopted by serious business folk with serious capital.

Now though, almost all people own a highly capable smartphone. The technology has become cheaper to produce and more accessible and, as a result, consumer adoption has skyrocketed.

Hence the trend for BYOD (bring your own device) policies. After all, if people are already carrying around a powerful portable computer, what's the point in paying for a separate business device? Thanks to consumerisation, they're all the same anyway.

At least, this is the argument that BYOD fans make. Now let's look at some of the pros and cons of these kinds of policies.

The benefits of DITCHING the company mobile

1. Cost

Don't get us wrong. Business mobiles don't have to be expensive – we're living proof of that .

But buying smartphones for all your employees is more expensive than not buying them. Of course.

If you can persuade your employees to use their personal phones at work, you'll cut one more thing from your list of outgoings. And that can only be helpful if you're trying to balance a tight budget.

2. Convenience

Some employees might prefer to carry one phone rather than two. It's just less hassle.

Plus, your employees have chosen their personal mobile phones. They're used to the interface and can find what they need in a few quick swipes.

Furnish them with a new phone from the company coffers, and they might not feel the same sense of familiarity. And as they struggle to get to grips with the new tech, you might suffer a small drop in productivity. After all, it's easiest to get things done when it feels like second nature.

3. Environmental impact

Like it or not, e-waste is a growing problem. Consumer technologies like smartphones quickly become obsolete and need to be replaced regularly. If old devices are not properly recycled, they'll end up in landfill with the other 44 million tonnes of non-recycled e-waste we churn out each year.

If your business is trying to limit its carbon footprint, ditching company mobiles might send the right message to employees and customers.

(Psst. Got old tech that needs recycling? We can help with that .)

The benefits of KEEPING the company mobile

1. Privacy

This might seem trivial, but it's not. Many employees like having company mobiles and are likely to resist a switch to personal devices.

It all comes down to that adage, "an Englishman's home is his castle". Nowadays, so are their phones.

Here's the thing. Our smartphones aren't just portable landlines. They're filled with personal data and apps. They're personalised with lock screens and layouts and colourful cases. Ask an employee if they can do work on their personal mobile, and they might respond as if you've asked to drive a Harley Davidson around their freshly mowed lawn.

2. Security

As BYOD policies become more popular, new security risks emerge.

Can you be sure your employees are following security protocol on their personal phones? Are they visiting dodgy websites? Could their devices already be infected with malware?

Giving employees company-sanctioned mobiles isn't foolproof, but it allows you to more effectively control and monitor traffic and usage. This means better security all around.

3. Cost

"Erm, Yoozoom… didn't you list cost as a benefit of ditching company mobiles?".

Yes, we did. And here's the point: switching to a BYOD policy might not be as cost-effective as you think.

See, while BYOD lets you cut mobile costs from your own budget, you're effectively shifting that cost onto employees.

This, unsurprisingly, can foster resentment in your workforce. Nobody wants to pay for something they've previously enjoyed for free.

To get around this, many businesses allow workers to claim back some of the costs as expenses. Seems fair, right?

The problem is that you lose control of the buying process. Bulk discounts go out the window, and you're left shouldering the cost of employee mobile costs that are, err… less than economical.

Another way: using unified communications apps on personal phones

Some VoIP and unified communications (UC) providers – such as Wildix – produce their own mobile apps. These apps effectively allow employees to bring their familiar, office-based communications suite with them on the go.

Calls to their desk phone can be picked up on the mobile app. And if they make outgoing calls on the app, these appear to have come from their usual office number. Plus, they can access other useful features like chat, file sharing and callbacks.

So here's the idea: implement a BYOD policy that revolves around the use of one of these UC apps.

This option might just please both sides of the BYOD discussion. Let's take a quick look at the arguments we gave above to explain why.

Cost: employees use their own devices, so you don't have to fork out for these. But even better, you won't pay for calls on expenses. UC apps like Wildix rely on the internet, so at worst you'll have to pay for a little data usage.
Convenience: consider this box ticked. You only need one device to make this option work.
Environmental impact: again, you're only asking for employees to use one device, so you're limiting your carbon footprint.
Privacy: sure, you have to ask employees to install one app, but that's better than asking them to use multiple apps, access emails and surrender their personal numbers for work use.
Security: we can't speak for all apps here, but Wildix has very impressive security. You can improve security even more by using techniques like containerisation. This is when you portion off work-related data and apps, so you can control security while leaving employees' personal data untouched.

Interested? This is just scratching the surface of what UC systems like Wildix can do. Get more information here – or get in touch for a no-obligation chat with one of our experts.

We hope you enjoyed this post. If you'd like more, why not sign up to our Knowledge Hub ? We'll send the latest tech news and tips direct to your inbox. (No spam – promise.)

How to choose an IT support company

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 15 Aug 2022 08:15:00 GMT

Want to outsource IT support? Scratching your head over the options? Choose the right IT company, first time, with our 5-step guide.

I once had a job in which I used my mobile phone for most of my work calls because I didn't know how to use the phones our IT department set up for us. I vividly remember someone from our organisation's IT department coming in, telling us it was his last day , and then explaining all the codes to the phones in one, quick, 20-minute session.

Then we never saw him again.

OK, this is an extreme example (but also a true story). Information technology employees usually won't ghost you. But the truth is, a self-contained IT department doesn't make sense for every company, for plenty of reasons: staffing, work hours, hiring, etc.

That's why, for many companies, outsourcing is key. Roughly 30% of companies outsourced their IT departments in the UK in 2019 , and that number is growing. This is good and bad, as there is a glut of options available. You just have to know which IT support companies are right for you

Many IT support companies have the resources in place to give you 24-7, customer-oriented, reliable and consistent service.

So what should you look for in an IT support company if you decide to outsource? This article lists five musts when considering which IT support company is right for your organisation.

1. Experience

How many times have you gone to the pub and ordered a nice, hot meal… and it was cold by the time it got to your table because the person behind the counter had only been on the job for three days?

Well, this situation happens from time to time in the restaurant world, where the stakes and the prices are typically low. But your company might need help with complicated computer or telecommunications systems. So, with difficult problems and your business's fortunes in the mix, you don't want to mess with people who haven't real, bonafide experience in IT.

Information technology is an ever-expanding field, having been a necessary component of most businesses for decades. This means the problems and logistical considerations that IT support companies have to deal with are numerous . Only an experienced support company will know what your specific organisation needs, and what will streamline your workflow to maximise efficiency.

This means you have to look for a company that does more than just say "have you tried rebooting?". You need a company that has experience adapting its support systems to your specific business.

How do you separate the wheat from the chaff then? One place to start is to look for an affiliated partner.

Let's say you use Microsoft's cloud suite. In this case, you'll want to look for a Microsoft Partner . A Microsoft Partner is an official affiliate of Microsoft that can ensure its systems are catered to meet the needs of any company using the Microsoft cloud. This is a good first step in identifying a potential support company that knows what it's doing.

2. Availability

Let's face it, most inconvenient mishaps occur on a Friday afternoon. This principle seems to be woven into the fabric of the universe itself. It is quite annoying.

It's especially troublesome when the two or three people in your in-house IT department have left for an early weekend as you're trying to figure out why your phone is suddenly not taking any calls. This is where an IT support company that is available at all times is crucial.

IT support companies have staff dedicated to 24-7 service. But it's more than simply having staff next to a phone. An IT support company with trained, dedicated staff is what you're looking for.

Some IT support companies also scale based on your budgeting . This is important because it means they know how many staff they need to have dedicated to your account so when something goes wrong, they'll be there to help.

Sometimes it's a good route to find an IT support company that can provide service locally (i.e. geographically close to you). This can help, but many providers offer services throughout the UK, so this consideration depends on the size and scope of the support company you're considering.

3. Flexibility

IT, more than any other industry, cannot afford to take a one-size-fits-all approach. Imagine if a hospital used the same phone system as a pawn shop. Every organisation, even those within the same fields and industry, has vastly specialised needs.

When looking through a company's website, one trick is to see whether they differentiate. Do they have special services for care homes vs doctors' surgeries vs schools ? All of these organisations should at least consider outsourcing their IT departments, and they all have unique reasons for doing so.

There are also some basic needs an IT support company should be able to provide that will allow them to accommodate any need your organisation may have. Things such as desktop sharing, a mobile app, and specialised telephone services (such as cloud-based phone systems ) are essential.

4. Security and protection

I'm a fairly trusting person, but there are only two groups of people to whom I typically give a key to my flat. The first is friends and family. My mum has one in case she ever needs to come to pick up my kids from school, etc. And the second group are people from online services with strong vetting procedures . Companies like Rover and Care.com . These companies only license people with background checks to help you when you're in need.

When you're outsourcing your IT services, they basically get the keys to your organisation's house . They get a lot of sensitive information and access to a lot of your resources in one fell swoop. So it's vital you do your homework when vetting one.

One quick way to scope out a trustworthy IT support company is to ensure they have ISO 27001 accreditation. A 2020 study by a journal on informatics found the accreditation to be effective in "preventing or minimising the exposure to security incidents in the real world". The standard is international and was created in 2005 by a third-party watchdog group, which works to audit any organisation that wishes to hold a certificate.

In other words, by choosing companies for IT who hold an ISO 27001 certificate, you're letting other experts do the work of vetting an IT support company for you!

5. Innovation

Any company wishing to thrive must innovate. This remains true of the support companies that might wish to work with you.

Innovation means more than acquiring the latest technology. It's about attitude. An innovative company isn't looking for the flashiest way to solve a problem, they're looking for the best way – the way that's not only most efficient but also honours the human aspects of your organisation.

Look for companies that use out-of-the-box thinking when it comes to design, mission statements, and infrastructure. Make sure they are up to date on new technology available to the field. And ask questions. Lots of questions. See what makes them tick, but don't be afraid to also try to find out what sets them apart.

Are you looking for outsourced IT services ? Yoozoom is an accredited Microsoft Partner with hundreds of happy customers and more than 340 five-star Google reviews. Get in touch today for a no-obligation chat.

What is the true cost of an IT failure?

Mon, 08 Aug 2022 09:58:42 GMT

IT failures cost more than you might think. Learn three ways to calculate the true cost of a failure and safeguard your business from tech disasters.

I once knew a teacher whose local authority bought their entire staff expensive microphones for teaching over Zoom back in 2021. The authority managers, possibly sans the IT department (no one is sure), tested the microphone quality over a telecom call themselves and said everything was working perfectly. The teachers then tested the microphones, and could not get them to work with the new interactive displays the school had bought the previous year. The microphones were never returned – just left, unused, in hundreds of classrooms.

What was the cost of this single failure?

The authority employs roughly 800 teachers. Each teacher was given a microphone (around £75), a camera (£85), and a stand (£40). The total cost for each teacher was £200. At 800 teachers, this cost the school district £160,000 to implement. But because the equipment was not properly vetted by an IT department, all that cost went down the drain.

This is what can happen when an organisation fails to invest in its IT department, either by ignoring its recommendations or not integrating them into the day-to-day activities of the company. This affects an organisation or company not just in their bottom line, but in the overall quality of work from their employees. Those teachers were no fools. They noticed the microphones did not work. And they had access to Google, so they knew the cost of the equipment.

My teacher friend let me know, in no uncertain terms, that this IT failure led to an erosion of the trust between the teachers and their administration – a mistrust that leaked to other aspects of their organisation. The teachers authorised a strike in 2022.

So what was the true cost of that IT failure? Was it £160,000, or was it something more?

This article explores the true cost of an IT failure. Ask any IT employee – which I did for this article – and they'll tell you there are millions of mechanisms for measuring the cost of an IT failure. So we will be splitting this up into three parts.

Part one deals with the basics, for anyone who has never looked into the methods for how IT failure costs are calculated.

Part two deals with a special method for calculating an IT failure cost, which can be catered to your specific organisational needs.

And Part three looks at IT failure in a way that is different from most cost estimations but remains crucial to understanding the true toll an IT failure can have in your industry.

Part one: the basic costs

Although you can calculate the cost of an IT failure in many different ways, one aspect of the final result remains consistent: the numbers are frightening.

Our example from the introduction showed that a single, routine failure can cost £160,000 in equipment alone. That doesn't even estimate the hours lost to attempted installations and tests (which, if you did it based on the number and teachers and how long it takes to test that kind of equipment, comes out to roughly another £42,000).

This study puts the cost at $5,600 (around £4,600) per minute. And that's an average, which means it costs more for bigger, more complex issues. Another source showed some countries pay up to $150 billion (£123 billion) annually for IT failures, and the Harvard Business Review estimates that 27% of projects run into some kind of operational failure.

So no matter how you slice it, IT failure is a big deal with a big cost exertion. Mitigating these instances and having a plan in place for when they occur is key. As we've seen, it's one thing to eat the cost of equipment. But for a company running on a tight budget, saving on overtime from repair projects could mean a big difference on the balance sheet.

Without getting into too much jargon, there's a whole field of research dedicated to the different ways IT failure costs can be calculated. This makes sense, since 27% of projects, roughly, deal with an IT failure of some kind. A company can get ahead of IT failure costs in one of two ways, both of which it should consider if it's going to be viable, solvent and scalable in the future.

The first is to create an FMEA ( failure method effect analysis ) for different systems within its IT department.

This is sort of like how MI6 has a plan for every single invasion scenario that the country could face. Is it likely Bulgaria will invade Wales? No, but creating a spreadsheet for what to do if it happens is prudent, considering the stakes of the situation. The same is true for companies with large IT departments, or companies that outsource their IT solutions. If you have hundreds of headsets, microphones and computers, it's smart to put a plan together for what could happen if they break down, so you can act more swiftly when one of them inevitably does.

What's the second way every organisation should get ahead of their IT failure? As we said in our introduction, it's vital to invest in your IT department . And if you don't have the resources to staff a 24/7 IT service, see my article on how to choose an IT firm that's right for you.

Part two: the "napkin method"

This section is for anyone looking to illustrate the cost of an IT failure in a way that can be tailored to your organisational needs. If you and your constituents need no more convincing about the importance of IT failure mitigation, you can skip to part three.

You may have heard of a "back of a napkin" calculation. You do them to either impress your snotty friend who thinks you can't do maths or when you need to make a decision but aren't at your laptop.

The thinking man's version of this method is known as a Fermi Calculation (named after the late physicist ). Fermi developed a method for getting a number within one order of magnitude of relevance, even if you have an extremely large number of unknowns – as he did when developing a lot of his cutting-edge technology. We'll talk about what an order of magnitude is below.

In cost estimation of complex systems such as information technology, there's also an extreme number of unknowns. So, if you need an illustration, a Fermi calculation can help.

An example:

The Y2K bug knocked out about 10 city blocks of power in Reno, Nevada on January 1st, 2001 . How much did this cost? Do we need to do a tonne of research to get close to the answer? No, actually. As long as we're OK with the estimate being within an order of magnitude to the real answer.

Simply guessing (and you'll have to trust I didn't look up the answer until after I did the maths on the back of a napkin):

The city of Reno power station itself probably employs a few hundred workers. Let's say 50 maintenance workers and 50 computer surveillance workers set out to fix the problem – working overtime, as it was a holiday after all, for those three hours. Back then, an average tech probably made £7 to £10 per hour, so let's round it to £8. Equipment probably ran somewhere in the single thousands, since they possibly bought at cost, and the issue was code as opposed to a downed wire. Then there was probably two to five thousand in workage and paperage (back then), to give customers an idea of what was happening. Add an investigation, either internal or external, which probably worked out to about five to ten thousand in work hours.

Multiplying wages and adding it all together from the above paragraph, you get about £16,000. I rounded everything up, so that's the high-end estimate.

How much does it actually cost?

According to this website (which runs in dollars as opposed to pounds, which I've converted) it can cost between £8,000 and £16,000. No joke. I did not look it up beforehand.

The key to these, when you sell them to people, is that they are usually within an order of magnitude of the actual result. So my £16,000 meant that the cost probably wasn't £2,000, and it probably wasn't £200,000. It simply gives you an idea of risk and resources.

Part three: the stuff you can't quantify

The truest cost of an IT failure, I'd argue, is relational.

Think back to the examples I've shared. In a school authority, teachers became distrustful of an administration that didn't even ask them what kind of technology they wanted. The teachers were never asked about the AV equipment they should use during remote teaching in 2021. During Y2K in the US, congressional hearings were held to make sure companies were transparent about fixing a problem that affected millions of people.

And ultimately, that's what an IT failure costs – trust and transparency. So how do you mitigate that kind of damage?

Thankfully, there are ways to build trust and transparency.

The first is to invest in your IT department. Fund them now, pay for an experienced agency, and it will – as you've seen in this article countless times – pay for itself later.

It's also important to be responsive. Studies show that a responsive and well-organised IT department can improve business functioning because it allows for better communication and faster anticipation of problems. Responsive IT departments also yield better customer satisfaction ratings in markets that are high in innovation. Finally, research also shows information access (there's that need for transparency again) increases the ability of an IT department to be responsive.

This is why a 24/7 IT service is crucial to any business. Choosing the right firm, and having the right technology to make your IT department as flexible and informed as possible, is key to the success of any business.

Chances are, your organisation will suffer an IT failure at some point in its history. But if you have the right support, the costs will be minimal, and your business will improve relations with clients given the way things are handled.

What position do you want to be in when it happens?

Looking for fast, responsive IT support ? At Yoozoom, we've helped countless companies get back on their feet after catastrophic IT failures. Get in touch to discover how we can help you too.

Time's running out – are you ready for BT's "Big Switch Off"?

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 02 Aug 2022 10:34:49 GMT

In 2025, BT will switch off its ISDN and PSTN phone lines for good. Is your business ready for the change? Learn what's happening and what to do.

Things change. It's an inevitable fact of life.

We're sure you wouldn't go out rocking the same hairstyle you had in 1993. And you wouldn't try to run your business using a Nokia 3210 and a Windows XP laptop.

(Don't even get us started on the price of Cadbury's Freddos .)

Well, in case you haven't heard, the UK's phone systems are changing with the times too.

In 2025, BT will switch off its legacy ISDN and PSTN phone lines and certain pieces of hardware will stop working entirely.

This change is commonly known as the "Big Switch Off" or "the ISDN switch off".

If you're not prepared for the change? As Blondie once (sort of) said, your business could be left hanging without a telephone.

"But Yoozoom, 2025 is ages away"

Come on now. We've all experienced the "DIY phenomenon".

You tell yourself, in all sincerity, that you'll put that shelf up next week. Then before you know it, two years have passed and your books are still stashed haphazardly in a corner of the room.

So, yes. 2025 is closer than you think. And remember: your business phone system is more important than any shelf.

And did we mention that the process has already started? BT is busy upgrading local exchanges across the country, and by 2023 the old-fashioned PSTN and ISDN phone lines will be unavailable for purchase.

"What's wrong with the old technology? And what's replacing it?"

PSTN technology has been at the heart of the UK's telephone network for many years.

The problem is that it's old. Really old. Some of the copper telephone cables that run under UK streets have been there since the 19th century.

As you can imagine, this felt old-fashioned even in 1985. That's when BT introduced ISDN technology, which at the time was revolutionary. ISDN allowed for faster transfer of data, as well as new-fangled services like voice calling.

Fast-forward to nearly 40 years later, and ISDN is looking a little creaky too. While it was impressive for its time, it's been thoroughly overtaken by the new technology on the block: VoIP.

VoIP stands for "voice over internet protocol". In Plain English, this means a phone system that transmits voice (and other things) over the internet, rather than plain old telephone lines.

VoIP can do everything PSTN and ISDN can do – and more. But here's the clincher: it doesn't rely on the old systems to work.

This leaves PSTN and ISDN completely redundant. It's little wonder BT is planning to retire them.

"What do I need to do?"

Simple answer: you need to switch to a VoIP phone system .

Many businesses already have. But if you haven't, the time for "umm-ing and ah-ing" is over. You must have a VoIP phone system in place before PSTN and ISDN are switched off in your area.

If you don't, any hardware that relies on the old telephone lines will no longer have a working connection. This includes telephone handsets, of course. But other hardware might also be affected, including:

Alarms
Door entry systems
Cash machines
Payment terminals
Lift emergency lines

If these devices are relatively new, they might have an "IP mode". Switching to this mode allows them to operate using VoIP. If they don't have an IP mode, you'll have to upgrade to hardware that does.

"What's in it for me?"

Replacing your phone system and a whole bunch of hardware might feel like a hassle. But there are plenty of benefits to VoIP, beyond just making sure your phones still work in a few years.

Here are three of them.

1. More reliable calls (that sound better too)

Here's an old wives' tale that refuses to die: "VoIP phones are unreliable".

This is just plain wrong. After all, if VoIP was unreliable, would BT be putting all its eggs in a VoIP-shaped basket?

Sure, in the 1990s when we were all relying on slow dial-up internet connections, VoIP might have been a bit ropey. But the vast majority of businesses now have fast, reliable internet connections that are built to support VoIP and a whole lot more.

If your internet connection is reliable, your VoIP phones will be reliable. Simple as that.

Bonus: the calls will sound better too. In fact, lots of VoIP providers offer HD voice options, which are light years ahead of PSTN calls in terms of call quality.

2. Cheaper calls

VoIP is just plain cheaper than bog-standard landlines.

Sure, there'll be an initial outlay when you upgrade your phone system and handsets. But once that's out of the way, you can wave goodbye to that hefty phone bill for good.

3. An absolute megaton of features

Honestly, we could write a book about all the cool things VoIP can do.

A good VoIP system isn't just a phone line. It's also a complete communications suite that works on computers, smartphones and desk handsets. It allows for video, instant messaging and online webchat. And it lets you use the same number from any device, from anywhere in the world.

And what can PSTN and ISDN do? Oh yeah, transmit voice. Uh… very cool.

"How can I find a good VoIP system?"

You could start by giving us a call .

Here at Yoozoom, we saw the writing on the wall for PSTN and ISDN more than 10 years ago. We knew that VoIP was the future, so we stopped providing old-fashioned systems altogether.

We're not just blowing our own trumpets, though. The fact is, many providers have jumped on the VoIP bandwagon since – but few have the experience and know-how that we do.

Sign up with us, and we'll help you through every step of the process. We'll learn what your business needs and recommend a VoIP system that ticks every box.

Want to know more? Discover what our VoIP phone systems can do. Or get in touch for a no-obligation chat – we're always happy to discuss our tech, even if we're just answering a few questions.

Thanks for reading! While you're here, why not sign up for our Knowledge Hub newsletter ? We'll send cool tech news and tips direct to your inbox. Spam free – guaranteed.

4 reasons people get phished

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 25 Jul 2022 09:05:58 GMT

Phishing is on the rise. Learn 4 big reasons why phishing attacks work, as well as some useful tips to help you safeguard your business.

Digital is now the default. With more businesses turning to cloud-based services – and more employees working from home – the internet has become our most essential working resource.

It should come as no surprise then, that cybercrime is on the rise. After all, the more people log in, the more opportunities there are for hacks, exploits and general digital skullduggery.

To help you protect your business, we've come up with a list of the most common reasons people get phished.

But before we get started – just what is phishing?

Phishing: a definition

Unfortunately, phishing has nothing to do with sitting by a lake watching your line bob up and down in the summer sun. However, there is some truth to the analogy.

Much like fishing, phishing involves "baiting" the user into handing over their personal data or login details. Scammers achieve this with a variety of malicious techniques. These can be as simple as impersonating an existing company, or as tricksy as redirecting users to a malicious site – even after clicking a seemingly legitimate link.

So, no matter who you are or what you know, the threat of an attack is still very possible. Phishers are constantly finding new and more sophisticated scams – beyond the common baiting techniques – and companies are continuing to fall victim to their traps.

What you need to know is how phishing happens – and what you can do to safeguard your business from similar attacks.

Here are four "hows" to get you started.

1. Human error

This is by far the most common weakness in any business.

It's also the most understandable. We've all made the mistake – some time or another – of clicking a link we shouldn't have.

But accidents on a personal computer are one thing. When hackers gain access to an entire corporate network, well… that's a whole different kettle of phish.

If you receive an email that looks even remotely suspicious – even if it's made it past your email security filters – do yourself a favour and check the address. If the subject reads something scary like "your Amazon password has been reset," try not to panic. Instead, you should do a little digging first.

Often, scammers have to substitute certain letters in their email addresses to fool the filters, making the address something like "Amazor".

You might think that you'd notice a mistake like that. However, phishing scams are at their most effective when they distract you emotionally – usually by notifying you of a (fake) breach of security or a surprise refund.

Also, legitimate businesses probably won't use named technicians in these kinds of emails. So if the address looks like "john@amazonsupport.com", it's more than likely not real.

2. Phishing has become more sophisticated

It seems like a forgone conclusion. When you click a link to a URL – or type the URL into your address bar – you expect to end up on that website. Otherwise, it would be like walking into McDonald's and being served a KFC.

Unfortunately, it's not so simple. Using a sophisticated tactic called DNS poisoning, scammers can indeed redirect you to another website entirely.

Often, this fake website will be designed to look like the real deal. So you might click through to bobshardwaresupplies.com, add some items to your cart and check out – all without suspecting a thing.

But if the website has fallen victim to a DNS poisoning attack, those card details you just typed in might be winging their way to a hacker.

Phishers are, of course, exploiting this kind of attack. Unfortunately.

The key takeaway: also browse with a healthy level of suspicion. Keep an eye out for anything suspicious – even if the URL looks perfectly legit.

3. It's a growing market

Scamming is lucrative. Lucrative things are popular. See where this is going?

As more and more criminals join the scam train, it gets harder and harder for companies to safeguard themselves.

Need proof? Consider the fact that one in every 99 emails contains a phishing attack. You literally cannot avoid them – and the bigger your business, the more is at stake.

Remember: be vigilant. And make sure your staff know how to detect a phishing email.

4. It's cheap

Yep, phishing doesn't require much investment at all. In fact, the barrier to entry is almost non-existent. If you've got dodgy morals and you're willing to snoop around some dark and sticky portions of the internet, you can become a phishing scammer. Lucky you.

They say "a fool's born every minute". Well, there's probably a wannabe phisher setting up shop every 30 seconds.

This isn't to say their scams are going to be sophisticated. But it does mean there are going to be more and more of them. Watch out.

The unfortunate truth

Even if you're well versed in cybersecurity, the sheer volume of phishing attacks means you're still at risk. After all, it only takes one "off day" for a scam to slip through the net.

And can you trust your staff to be as vigilant as you? What about the morning after a work party? That's a whole office worth of "off days" waiting to be exploited.

The best you can do is this: stay vigilant. Treat every email and link with a degree of suspicion. And make sure staff are trained in the art of threat detection.

Of course, it's not all about human error. The security of your network and hardware comes into it too. And that's a whole other set of bowling balls to juggle.

Thankfully, you can make managing security a little easier with the help of our cybersecurity software .

It's an easy-to-install app that monitors every device on your business network. If it finds a vulnerability, it tells you how to fix it fast – in plain, simple language.

Simply by following these tips, you can protect your business from 98.5% of cyber attacks – and earn your Cyber Essentials certificate in as little as 24 hours.

Become cyber secure today. Learn more about our cybersecurity monitoring software .

Business data breaches: 11 ways to prevent or manage them

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 18 Jul 2022 08:00:01 GMT

Worried about a data breach? You should be. Here are 11 tips to help stop costly breaches – or take damage-limitation measures if the worst happens.

Worried about suffering a data breach? If not, you should be.

According to a report by IBM , the global average cost of a data breach was $4.24 million last year – an increase of 10% compared to 2020's average.

And they don't just hit your bottom line – they swallow up your time too. The same report found that businesses took – on average – 287 days to identify and contain a breach.

Long story short, the results can be catastrophic. That's why businesses should be doing all they can to stop them from happening.

But sometimes the worst does happen. So it's important to prepare a disaster management plan to help coordinate your response, should your business fall victim to cybercrime.

We've got your back. Here are 11 tips to help you prevent or manage a business data breach.

How to prevent a data breach

The sheer amount of admin required in the aftermath of a company data breach should be enough to make every business step up their security so it doesn’t happen again (or ever!).

Here are some tasks to add to your cyber-security checklist:

1. Antivirus software

Malware remains a major threat, and the software is getting smarter and smarter by the day. One click onto a word document attached to a legit-looking email could give criminals access to sensitive company documents (or even those holiday snaps you uploaded the other day).

That’s why you need to invest in some high-quality antivirus software, which can remove malware and viruses before they can do any damage. Most antivirus apps can also integrate with email clients and web browsers, so you'll have extra peace of mind when it comes to dodgy attachments and links.

2. Strong passwords

Weak passwords are one of the leading causes of data breaches in both personal and business settings. While you may use a password that's on par with the Enigma Code, you need to make sure that your staff do, too.

We recommend implementing a password policy and making sure staff stick to it. Your policy could set out password requirements like:

A mix of upper and lowercase letters
The inclusion of at least one number or special character
A minimum length (say, 10 characters)
Password expiry dates, to encourage regular updates (though this can have unwanted side effects; see below)

3. Password managers

People are going to forget passwords – it’s inevitable.

For this reason, staff often rely on simple variations of expired passwords. But while this might make them easier to remember, it's bad for security.

Instead of asking staff to remember dozens of passwords, you might want to consider a password manager. They work like a safe, keeping complex passwords secured and safe from prying eyes.

These password managers also sometimes offer security features like the ability to force-reset a user’s main password.

4. Cloud backup solutions

Always have a spare. A good cloud backup solution can encrypt your files (so they can’t be read by third parties), make a perfect copy of your data, and restore lost or corrupted files when things go wrong.

Why is this relevant to data breaches? For two reasons.

Firstly, not all data breaches happen digitally. Cybercriminals can – and do – steal physical backup drives. Keeping your data backed up in the cloud all but prevents this possibility.

Secondly, data breaches often go hand-in-hand with other cyberattacks. Hackers might steal your data and encrypt it so it's inaccessible to you – while demanding a hefty fee for its "safe return".

Keeping a backup means you can return your data to its pre-encrypted state. Sure, you'll still have to deal with the fallout from the breach, but at least your computers won't be bricked.

5. Multi-factor authentication

A hacker has gotten your password somehow… now what?

If your business uses multi-factor authentication, you can breathe a dramatic sigh of relief. Also known as MFA, multi-factor authentication requires more than your password to prove your identity.

For example, you may have to enter a randomly generated code from an app or text message, which your hacker won't be able to access – hopefully!

6. Cybersecurity awareness training

Stay at the top of your game when it comes to the latest cybersecurity threats by attending regular training. You should also make sure everyone who works with you is trained in basic cybersecurity, to minimise the risk of data breaches and the many headaches they bring.

Preparing for the worst

These tips may help you reduce your risk of a data breach significantly, but it’s important to remember that no defence is 100% effective. Criminals are always coming up with new ways to steal our data, so you need to be prepared in case the worst comes to the worst.

Your disaster management plan

Been alerted to a breach of company data? That would be bad news at the best of times – but things would be even more difficult without a solid plan of action.

Here's a simple guide to handling a breach:

7. Get your facts straight

The first thing to do is verify the source of the breach and try to ascertain exactly what's been stolen. Don't panic – and don't wipe your systems… yet.

8. Contain the breach

The specifics of this stage depend on the nature of the breach and the tools you have at your disposal. You may want to do some – or all – of the following:

Disconnect from the internet immediately
Change passwords (while documenting old ones for later analysis)
Disable remote access
Disable employee accounts, if you suspect they were involved

9. Preserve evidence

You have a long road of fact-finding and investigations ahead of you. Make sure you document as much evidence as you can for future analysis. This includes things like:

Imaging drives at the time the breach was discovered (or as close to that time as possible)
Keeping a record of passwords and other access credentials
Quarantining (but not deleting) any detected malware
Noting the physical configuration of your network, as well as hardware and software settings

10. Notify authorities – and customers

Start by letting authorities know about the breach, as well as any critical partners such as your merchant bank.

Then – yes – it's time to face the music and inform your customers. Whether it’s an email, text, or phone call, you need to communicate a data breach to your customers as soon as you can – and advise them on any steps they need to take. If you don’t, there could be serious financial and reputational implications.

Don't try to downplay it. All necessary information should be disclosed to customers and stakeholders so they're aware of the data-compromising risks they face if they do not follow your instructions.

11. Begin the investigation

Before you can say "business as usual", you need to thoroughly investigate the breach and take steps to ensure it doesn't happen again.

This can be very difficult and time-intensive. You may want to consider hiring a specialist investigative firm to make sure things are looked into thoroughly – and to allow your IT staff to focus on day-to-day matters.

Prevention is better than cure

If this all sounds like a lot of work, well… that's because it is.

But there is a way to safeguard your business that won't take up too much of your precious time.

Our security monitoring software can protect you from up to 98.5% of all cyber attacks, without the need for on-site expertise or hefty financial investments. It takes on the job of a whole security team, constantly assessing your systems against recognised security standards as well as providing clear directions when something goes wrong.

The best bit? It's very affordable. For one small monthly payment, you can enjoy ongoing enterprise-grade security and pass your Cyber Essentials certification quickly and easily.

Learn more about our cybersecurity software .

Who's responsible for your company's cybersecurity?

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 07 Jul 2022 20:59:55 GMT

Who's responsible for your company's cybersecurity? Not just the IT department, that's for sure. Here's how to foster a cyber-aware culture at work.

These days, businesses collect and store an astonishing amount of data. This includes personal information about employees, customers, business partners, and suppliers.

Where once you would guard these literal stacks of data with a key or code, today the issue is much more complex. Any device used by any member of your company – be it a smartphone, tablet, laptop or desktop PC – could be the chink in your digital armour that allows a cyberattacker to penetrate your defences.

According to the government's Cyber Security Breaches Survey 2022 , one in four UK businesses have reported cyberattacks this year. Of those, around a third of businesses and a fifth of charities reported that the cyberattack in question had a negative impact on their operations.

The obvious negative consequences of cyberattacks are a loss of money and a loss of data. The same survey reports that, for medium and large businesses, the average estimated cost of a cyberattack this year is £19,400.

But as well as money and data loss, cyberattacks cost companies another valuable asset: time.

In the aftermath of an attack, valuable staff time has to be redirected towards patching up the security breach, which reduces productivity. On top of that, a data leak can bruise a company's reputation.

Time, money, data, reputation – all of these are at risk if your company doesn't have proper security safeguards in place.

But whose responsibility is it?

A commonly held belief in the business world is that company policies are the responsibility of specific individuals or departments. In the event of a cyberattack, surely the obvious culprit is the IT department?

While the IT department is responsible for providing technical support, it is not, in fact, the owner or monitor of cybersecurity policies. These come from the top. IT is there to facilitate security, not to police it.

So if IT isn't to blame in the event of a cyberattack, who is?

The answer is everyone . And the reason is that anybody who's part of a company's network can be the weak link in the chain. No matter your role within the company, if you have a device, you can be targeted – and so it's on you to stay safe.

This is the case whether your company invites you to BYOD (bring your own device – an increasingly popular choice), or issues you with a device. Each employee, from top to bottom, needs to stay alert to avoid being exploited by cyber attackers.

Cyber hygiene

Of course, this vigilance is only possible if there's a culture of cyber hygiene within a company.

Yes, a central plank of this is ensuring that software and firmware are kept up to date, and this is something that falls under the IT department's purview. But without keeping staff up to date about cybersecurity, these top-down measures won't be enough.

Hackers thrive on a basic lack of knowledge. It's this that enables them to trick people into clicking malicious links that can compromise an entire company. Because of this, training is essential to keep everyone on the same page. Everyone needs to know who to contact – and what information to share – in the event of a cyberattack.

A culture of cyber hygiene could be characterised as one of healthy suspicion – a workplace where employees are equipped with the knowledge they need to smell a rat. Putting the onus on a single department is reassuringly straightforward, but it won't help build an environment where that healthy suspicion is fostered and cyber hygiene prioritised.

This includes everything from downloading links in emails to accepting unverified "friend requests" on social media, and from passwords to WiFi security.

A few examples

Let's take passwords as an example. By now, most of us are aware that passwords should be "strong", and we know what that means. But if a colleague does decide to put their name or the year of their birth as a password, you can understand why the IT department would be reluctant to take the blame.

A more complex example is phishing. This is the most common form of cyberattack, where an attacker dupes you into disclosing information under false pretences. A massive 83% of cyberattacks in the UK this year took the form of phishing.

Once you know what to look out for, phishing emails can be relatively easy to spot – a clear example of how training can keep you safe. But once trained, it's on the individual to be cautious about opening dodgy emails.

Then there's the issue of WiFi security. Public WiFi is like the wireless Wild West . Employees should always log on to a secure home network, and ideally should be provided with a VPN (virtual private network). This encrypts and anonymises data, keeping the flow of information within a company secure.

As with our previous examples, it's not one department's responsibility to ensure that everyone in the company avoids public WiFi. Rather, there is a shared responsibility to inform, facilitate, and act.

The bottom line

It's difficult to talk about cybersecurity without sounding like we're trying to scare you. But the danger lies not only in the frequency of attacks and their very real consequences – it also lies in the fact that all it takes is one person to compromise an entire business.

Everybody is responsible for your company's cybersecurity policy, but that needn't be a cause for alarm. We can help.

Our cybersecurity software helps protect from 98.5% of all cyberattacks, without the need for hefty financial investments or on-site expertise. While it's not a replacement for a healthy culture of vigilance, it can help you identify weak points and fix them before the worst happens.

And if that's not enough, we can also deliver tech tips straight to your inbox. Interested? Then sign up for our Knowledge Hub mailing list .

Why multi-factor authentication is a must-have feature for your business

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 27 Jun 2022 12:06:05 GMT

Multi-factor authentication can offer extra peace of mind for security-savvy businesses. Learn why it beats passwords, hands down.

It can be a bit of a bother remembering your password, right?

Sure, but it’s for a good reason. Passwords are there to protect your data. And with cybercrime on the rise, it's more important than ever to keep your information under lock and key.

And here's the stinger: passwords alone might not protect you.

In cybersecurity circles, the humble password is increasingly seen as a bit of a relic. While they have their uses, passwords aren't secure enough to be your only form of frontline protection.

In this day and age, relying on passwords alone is like propping a broom against your front door and then going on holiday for a week. "That'll do, right?"

Increasingly, businesses are turning to stronger safeguards, including multifactor authentication.

But just what is multifactor authentication?

Simply put, multifactor authentication (MFA) is a security method that requires the user to provide two or more key pieces of evidence that verify them as the rightful owner of their account.

The most common type of verification relies on you having access to a phone or tablet device.

Here's an example: after you log in to a site using your normal user name and password, you'll be asked to fill in a numeric code. This unique code will be sent to your phone through a special app.

The problem with passwords

So why do you need to dance through even more hoops just to log in to your favourite website? Because, unfortunately, that clever password isn’t quite as difficult to crack as you might have previously thought.

No, these firewall felons are equipped with software that has little to no problem guessing your password by brute force – especially if it’s little more than a single word and a few numbers. This is often why websites will often ask you to add special characters to your password. These help beat back anyone trying to gain access.

How multi-factor authentication improves security

With MFA, hackers will need access to not only your username and password but also your personal electronic devices. And, if you have biometric authentication enabled, even your fingerprints or face.

To make things even trickier, MFA codes usually come with a time limit attached. Often, the app will create a new six-digit code every 30 seconds, made just for your account.

What makes this code so special is that it’s linked to the specific time it originated, as well as a secret key – meaning that even your code has double the protection built-in.

This secret key is often provided to you in the form of a QR code, which you can scan using your authenticator app.

Just for clarity’s sake, QR codes, or quick-response codes, are those little black and white squares you’ve likely seen popping up just about everywhere. These are like two-dimensional barcodes that your phone reads as links to website URLs.

Push authentication

Now, if this process sounds a little troublesome, there are alternatives.

One such alternative is called "push authentication". A signal is sent to your phone with a notification asking you to accept. From there, the code will be sent for you – but this happens invisibly, behind the scenes.

This is, naturally, much more convenient. The only drawback is that it requires internet access, while the standard authentication process can be completed at any time.

SMS authentication

There is a third option that you can use: SMS authentication. This is when the code is sent to you by text message. However, this option requires you to give your phone number to the company or website you want to use.

This can be beneficial if you can’t install apps, but it's by far the least secure option out of the three. Hackers can intercept SMS messages much more easily than the notifications send via the push authentication method.

Keeping your phone secure

So we've seen how MFA can bolster security, but what if the worst happens?

What if a hacker manages to gain access to your phone, as well as your username and password?

This is why it's important to keep your phone as secure as possible too.

Most phones will at least allow for PIN protection, so make sure that's enabled and choose a PIN that's difficult to guess. Dates of birth are a big no-no.

Even better, use biometric authentication if your phone allows it. Many modern smartphones do.

In case you're not aware, biometric authentication – or biosecurity – uses your phone's camera to scan your retina or face before allowing access. Some phones are equipped with a special scanner on the back to recognise your fingerprint as well.

As a bonus, you get to live out your favourite spy movie too. Pretty cool.

Want to stay secure without the need for expensive on-site support? Our cybersecurity monitoring software provides robust, ongoing protection from 98.5% of cyberattacks.

And while you're here, why not check out our Knowledge Hub newsletter ? Sign up, and you'll get the latest tech news delivered directly to your inbox.

Wildix PMS integration (or, how to make your hotel less hectic)

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 20 Jun 2022 08:00:06 GMT

Hotel managers – we're here to make your lives easier! Learn how to integrate VoIP phones with your PMS and unlock a raft of new efficiencies.

Hotels are as complex as a sack of scientific calculators. And they're as hard to manage as a roomful of sugar-fuelled toddlers.

Sure, from the outside, they might look simple. You just check guests in, give them a key, and check them out a couple of days later, right?

Wrong. And if you're a hotel manager, you don't need us to tell you twice.

Check-ins are just the tip of the hospitality iceberg. You've also got to keep track of housekeeping, minibars, wake-up calls and about a million other variables.

Put it this way. If we ever get picked to colonise Mars, we're putting a hotel manager in charge. They'll keep oxygen supplies in check and fix that broken thruster while they're at it, we're sure.

But we're not here to dwell on the complexities. We're here to offer solutions.

How? With a little help from a VoIP phone system called Wildix.

I thought VoIP phones were for… err… phone calls?

Yes, they sure are!

And they're very good at it too. VoIP phones offer all sorts of time-saving and cost-effective features that just aren't possible with old-fashioned phone lines. These include high-tech video handsets, improved audio quality, and free calls to UK landlines and mobiles.

Wildix – one of our favourite VoIP systems – takes things even further. Wildix can act as a complete UC (unified communications) solution, allowing staff to make calls, send chat messages and initiate video meetings from one easy-to-use dashboard on their PC.

So far, so useful. But these features can benefit anybody. We promised to help hotel managers, not Jane or Johnny Businessperson. What gives?

Well, that's where integrations come in. See, Wildix is designed to integrate seamlessly with many popular business applications, including hotel PMS solutions.

With the right integration in place, Wildix transforms from an awesome, all-around communications solution to a hospitality superhero. A bit like Superman, if he focused his powers on hotel management instead of battling Lex Luthor.

What are the benefits of PMS integration?

OK. If you've read this far you probably already know what a PMS does. But let's cover it quickly just to be sure.

PMS stands for "property management system". Ergo, a PMS solution helps you manage all aspects of your hotel operations from one central system. A good PMS will track guest information, check ins, housekeeping, billing, and much more besides.

Integrating Wildix with your PMS can supercharge your communications . It means that every phone call or instant message can feed into your PMS, allowing useful data to be exchanged between the two systems.

That's the techy answer, anyway. Let's put the technology into action and discover four ways it can benefit your business in the real world.

(Please note: these features might not be available for every Wildix/PMS integration. If in doubt, check the Wildix website for details.)

1. Block outgoing calls for checked-out guests

Once a room becomes vacant, you don't want people sneaking in to make expensive phone calls. With Wildix integration, you can easily block outgoing calls from vacant rooms. Because the phone handsets "talk" to your PMS, this can be set up to happen automatically – no human input is required, beyond the initial setup phase.

2. Arrange automatic wake-up calls

Missing an arranged wake-up call is a surefire way to upset a guest. Throw Wildix into the mix, though, and you can schedule these calls to happen automatically – complete with a friendly, prerecorded message.

Just imagine – you need never worry about missing a call again. That's worth the price of admission alone, in our book.

3. Monitor calls for easy billing

Wildix has powerful real-time call reporting tools built in. These can be set up on a guest-by-guest basis, allowing for reports to be generated the moment a guest checks out. This means customers won't have to wait around for their bill, and you avoid any risk of human error in your calculations.

4. Report on room statuses, remotely

Here's where things get really clever. Using room phones or DECT (walkabout) handsets, staff can send status updates directly to the PMS system, no matter where they are.

Consider housekeeping, for instance. By entering a quick service code, housekeeping staff can instantly indicate whether a room is vacant or occupied, and clean or dirty.

This has benefits for your staff, of course – delivering on-the-spot reports means they don't have to rely on notes and can focus on the job at hand. But it can boost efficiency for front desk staff too, because they don't have to wait for housekeepers to do their rounds before they can update the system.

You can also use this feature to report the use of in-room services. For example, staff can count up the minibar and charge guests for their usage, right there and then.

Which PMS solutions are supported?

Wildix supports direct integration with several of the most popular PMS applications, including OPERA Cloud , HotSoft and P rotel .

And that's just the start. Wildix has one of the best development teams in the business. They've already delivered over 60 ready-to-go software and hardware integrations, and more are being developed all the time.

The full list of direct PMS integrations (at the time of writing) looks like this:

• Direct Holiday

• Ericsoft

• Fidelio Suite

• HotSoft

• Oracle OPERA and OPERA Cloud

• Protel Air and Protel On-Premise

• Rezlynx

In addition, Wildix integrates with char pmslink . In case you're unaware, this is a very clever piece of software that connects hotel equipment with PMS apps. Using pmslink as the "bridge" allows Wildix to interface with more than 120 other PMS solutions. Wow.

Interested in Wildix?

At Yoozoom, we've specialised in VoIP telephony for the best part of ten years. We're an official Wildix partner, too, so we know how to make the most of this very powerful phone system.

Want to talk about how Wildix can benefit your hospitality business? Get in touch to set up a no-obligation consultation.

Want to do a little more reading? Great! Believe us, there's a whole lot more Wildix can do .

And if you enjoyed this post, why not sign up for our Knowledge Hub newsletter ? We have many helpful tech tips up our sleeves!

Wildix call centre integrations: how your VoIP phones can power up your service

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 13 Jun 2022 08:00:00 GMT

Learn how Wildix – one of our favourite VoIP phone systems – can integrate with key call centre software and make things run more smoothly than ever.

Remember Rube Goldberg machines? Those intricate mechanisms that would go through dozens of steps to accomplish a simple task, like cracking an egg or turning a page?

Well, managing a call centre can feel like you're a senior engineer at Goldberg HQ.

On paper, it should be simple. They don't call it a "call centre" for nothing, after all. It's there to take calls and make calls. Bish, bash, bosh.

Of course, we all know it doesn't work like that. Modern-day call centres are complicated webs of compliance regulations, hardware, and lots and lots of data. More often than not, you need several pieces of software to manage and make sense of it all.

But this is where things can get a little bit "Goldbergian". Because if these software solutions refuse to get along with each other – or with your phone system – the whole contraption can come crashing down.

Chances are you have a customer relationship management (CRM) solution, for instance. If this doesn't integrate with your VoIP phones, you'll have a tough time tracking customer journeys from call to call. And isn't that the whole point of a CRM system?

Or maybe you have some nifty wallboard software. If this can't pull in real-time call data from your phones, you'll have a pretty looking wallboard that displays a whole lot of nothing.

Wouldn't it be nice if all this could be avoided? If you could ditch the Rube Goldberg machine and make everything as smooth and simple as it should be?

There might just be a way. (Hint: it starts with a "W" and ends with an "ildix".)

What is Wildix and how can it help?

Wildix is one of our favourite VoIP phone systems . It provides unlimited free calls to UK numbers and comes with a raft of useful features such as video conferencing, omnichannel reporting and a complete unified communications (UC) suite.

So far, so useful. But here's the clincher: Wildix has one of the best track records for software and hardware integrations of any VoIP system on the market.

At the time of writing, Wildix lists more than 60 ready-to-go integrations on its website . And that number's growing all the time.

Many of the most popular business applications are already covered, as well as several pieces of call centre-specific software.

Got a CRM you rely on? Or a call recording suite that contains years of data? There's a good chance Wildix will integrate with it.

And you know what means? It means you can kiss that Rube Goldberg machine goodbye and make your call centre run as smoothly as a German motor.

Let's explore a few key call centre technologies that work beautifully with Wildix.

Salesforce

No doubt you've heard of Salesforce. It is, after all, the world's most popular CRM system , with more than 150,000 customers worldwide.

Zoom in to call centres, and it's the same story. According to one source , Salesforce enjoys a 15% share of the contact centre market, nearly twice that of its closest competitor.

Many call centres rely on Salesforce to understand customer needs and provide an efficient and pleasant service. It's business-critical software, so naturally, managers will want their phone system to work flawlessly alongside it.

Surprise surprise… Wildix does just that.

With Wildix integration enabled, agents can access customer records in Salesforce, and then call them instantly using Wildix. All it takes is one click, and the call is redirected to their Wildix handset or web-based UC dashboard.

It works the other way around too – if a customer calls in, you can set Wildix to open the relevant Salesforce record automatically.

Wildix works with Salesforce Classic, as well as the new-and-improved Salesforce Lightning.

RAMP

RAMP stands for "Recording Archive Management Portal". It's a cloud-based solution that helps call centre staff upload and access historic call recordings.

This is useful for all sorts of reasons. For instance, those working in the financial services sector are obliged to keep recordings for a minimum of seven years. Tools like RAMP keep this data securely stored in the cloud, meaning there's no need for hefty on-site data centres or clunky, manual backup processes.

Best of all, RAMP is built – from the ground up – to work with Wildix.

RAMP integrates with Wildix's own call recording functionality, seamlessly transferring the audio files across to the RAMP platform. This means there's no need to manually sync data and no possibility of human error.

And once it's in the RAMP cloud, staff can search through historic recordings using the Wildix metadata structure they're familiar with. Easy.

MyWallboards

Need a wallboard solution that plays ball with Wildix? MyWallboards comes from the same team that brought you RAMP – and just like RAMP, it's built with Wildix integration in mind.

Now, we should point out that Wildix can do wallboards on its own, as an extension of its call reporting dashboard. However, MyWallboards makes it easy to create attractive, customised wallboards without having to get to grips with the Wildix API.

Deploy the two solutions together, and you'll enjoy seamless real-time call data, presented in an attractive, easy-to-read format. It's really easy to add custom branding too, so it will look right at home in your headquarters.

Dubber

Here's proof that Wildix is crafting new integrations all the time. Dubber is another call recording suite, which saw Wildix integration added only a month or so ago.

Dubber is a really impressive piece of technology. As well as seamlessly recording calls, it uses artificial intelligence to automatically transcribe them. This means staff can search customer conversations using text strings, either to understand an ongoing conversation or to hunt for compliance missteps.

And this is just scratching the surface. For more juicy details, check out our blog post: " Wildix adds Dubber integration: let's explore what it can do… ".

Useful links

Thanks for reading! If you'd like to learn more about how Wildix and its call centre-friendly features, get a load of this page .

Or if you'd rather jump right in, get in touch to arrange a no-obligation chat with one of our VoIP experts.

And one last thing… if you enjoyed this post, you'll love our Knowledge Hub newsletter. Sign up today , and we'll send you fresh tech news and useful tips by email.

Email safety 101: how to spot a phishing scam

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 06 Jun 2022 08:00:05 GMT

Phishing emails are the most common form of cybercrime. Learn how to protect yourself and your business with our four top cybersecurity tips.

"Phishing". It sounds so innocuous, doesn't it?

Like, "pack your rods and bait – we're going to do a spot of phishing in the sunshine".

Not so fast. While we love the sound of an afternoon on the lake, this is a very different, err… kettle of phish.

Email phishing is a kind of cyber attack where scammers pretend to be someone they're not. These digital crooks want to catch you when your guard is down – they're hoping that you'll share some personal info or click a seemingly harmless link.

And when you fall for it, there's no going back.

Individuals might become victims of identify theft, or see their coffers drained in nothing flat. Businesses have it even harder – they're more likely to be targeted with ransomware attacks, where online outlaws encrypt data and demand a hefty fee to regain access.

It gets worse. Email phishing is the most common form of cybercrime , with phishing in general accounting for approximately 90% of data breaches . And it's not going away anytime soon.

Needless to say, it pays to learn how to protect yourself. In this post, we'll show you how to recognise phishing email scams with the help of our four easy-to-learn tips.

Read them. Absorb them. Say them out loud. Heck, put them on your Walkman and listen to them in your sleep if you have to. You'll thank us later.

1. Look for personalisation...

...or, rather, look for the lack of it.

See, scammers aren't the most detail-oriented bunch. They want to make a quick bit of cash, so will often shoot off dozens of emails in the hope that one or two land. It's a bit like hitting 100 golf balls simultaneously, then crossing your fingers you get a hole in one.

Your bank or insurance company, say, are likely to address you by name. Partly because they already have your details on file, and partly as a confidence measure. They want to make it loud and clear that they're not trying to scam you.

However, THIS IS NOT A HARD AND FAST RULE. Ahem… sorry for shouting, but we really can't stress this enough.

These kinds of wide-net scams often target many individuals at once. It's just not in the scammer's interest to research each of their victims one by one. Time is money, as they say.

Things change when businesses are in the firing line. By defrauding a business, swindlers have more to gain – so they're more likely to do their research and add personal details to their emails.

So think of it as a useful rule of thumb, but nothing more. You should never consider an email safe just because it includes personalisation.

2. Look for a WEIRD amount of URGENCY

We all know what "marketing speak" sounds like. We see and hear it every day – on our televisions, in our search results, from overenthusiastic salespeople. So far, so normal.

But in the world of phishing, this kind of urgent language is taken to extremes.

Here's the thing. Marketers know how to push our buttons. They'll often use snappy, insistent words to convince us to do a thing – and do it quickly.

Phishers might use a similar style, but it's cranked up to 11. They're not interested in entertaining us or selling us a compelling brand story. They just want our data, or cash, or a bit of both.

Or, to put it another way, it's the difference between this…

…and this…

URGENT: PAYMENT FAILED. WARNING your account will be locked if you don't update your details TODAY

If you haven't had your morning coffee, or you had a rough night, you might have to squint to see the difference. But be on your guard – these moments of weakness are exactly what scammers are hoping to exploit.

3. Unleash your inner pedant

Nobody likes a grammar snob – except for other grammar snobs. Put two together and they'll talk for hours about Oxford commas and split infinitives… and put whole rooms of people to sleep in the process.

However, it's sometimes worth letting your inner stickler shine through. At least for scam-spotting purposes.

See, if there's one thing scam emails are famous for, it's poor spelling and grammar. That's why you'll often see sentences like "send you're reply quickly" or "I am the corwn prints of Liechtenstein, and I have a urgent and specail request" .

Some claim this is intentional – that scammers include dodgy grammar on purpose because gullible people are less likely to spot it. However, we think it's more likely that cybercriminals tend to be non-native English speakers. There are nearly eight billion people on Earth, after all, and only 400 million of them (or about five per cent) speak English natively.

In any case, the phenomenon is real. If you get an email from Barclays, but it's spelt "Barcalys", consider it suspicious.

4. Check links and addresses

BIG WARNING. You should never click a link in a suspicious email. In fact, you should make a habit of checking all email links before you click through.

You can do this by hovering over the link (again, DON'T CLICK). Most web browsers and email clients will display a preview of the target address, which you can scrutinise like the digital detective that you are.

Say an email purports to be from Apple. If it links to www.apple.com, then there's a good bet it's real. If it sends you to www.dodgy-domain56.scam, then you should think twice before clicking it.

But be aware – these online imposters will often attempt to trick you with a link that looks real. For instance, they might try to send you to apple-payment.fakesite.org or www.appl3.com. This is known as "URL spoofing".

You can apply the same thinking to the sender's email address. An email from Apple is likely to be sent from an @apple.com domain. If it's come from barry538229@scamparty.com, be on your guard.

But you should be doubly careful with this. Because, with a little technical trickery, scammers can make it look like their email came from a legitimate domain.

As usual, it's a rule of thumb – not a surefire scam detector.

Next steps

We hope you found our email safety tips useful. Keep them in mind, and – fingers crossed – you'll know how to spot a phishing attack before it happens.

But while that's all well and good for your own inbox, things get more complicated when you're trying to protect an entire business.

Not to scare you, but it only takes one sleepy employee to click a malicious link, and – BAM! – your whole company is compromised.

It's enough to give you nightmares. But don't worry – we can help. Think of us as your cyber nightlight.

One way to bolster your online defences is to achieve a cybersecurity certification . We offer two types of accreditation: Cyber Essentials and ISO 27001. Either way, we'll be with you every step of the way to help you pass with flying colours.

Alternatively, you could consider engaging us for ongoing IT support . We've put together packages to suit businesses of all sizes – and all have security protections built in.

(One more thing. Why not sign up for our Knowledge Hub mailing list ? You'll get tech tips like this delivered straight to your inbox. Cool, right?)

Phone call recording software: 5 ways it proves its worth

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 23 May 2022 08:00:00 GMT

Learn how call recording solutions can save you time and hassle. Discover cutting-edge features like AI-powered transcription and cloud storage.

You don't have to be an international spy to dabble in recording phone calls.

Despite what Hollywood might tell you, it's business – not espionage – that benefits most from call recording technologies.

In fact, you may well already have a call recording system in place. At least if your business has (or is) a contact centre.

Perhaps you're looking to upgrade an old system and you're curious about the technologies available today. Or maybe you're thinking about launching a contact centre, so you're having to consider call recording systems for the first time.

In any case, we've got you covered. In this post, we'll share five solid benefits of modern call recording systems. And, as a bonus, we'll look at some of the technologies that can help you get those calls "on tape". (Lucky you).

1. Sometimes you have to

Let's get the most obvious benefit out of the way first. Depending on your industry, you may be legally obliged to record and store telephone calls.

For example, businesses in the UK financial sector are required to record any calls that relate to a financial transaction. These recordings must be stored securely for five years – and the system used to store the calls must be regularly tested to ensure it operates without failure.

Of course, for these organisations, a robust and reliable call recording solution is essential.

However, legislation will vary between industries, and especially between countries. So make sure you check what the rules are in your part of the world.

2. Improving your service

Perhaps a sales script just isn't getting the response you expected. Or maybe a particular agent is underperforming in certain areas.

A call recording system can help on both counts. After all, you can't expect to improve your service without having a record of what's being said.

Let's start with that sales script. By hearing the dialogue in action, you can identify problem areas and tweak them as necessary. With continual refinement, you might just find that you see more sales and happier customers.

Call recording can help with one-to-one training too.

Sometimes, in the heat of the moment (or, rather, the heat of a phone call), it can be difficult to pick up on our own mistakes. So when that underperforming agent hears their recorded conversations, it might be the wake-up call they need to identify their failings and take steps to rectify them.

At the very least, it's more effective than saying "you need to sell more, so sell more". Presenting them with clear evidence of their weaknesses (and, indeed, their strengths) means there's a concrete baseline from which to improve.

3. Resolving disputes

Disputes are, unfortunately, a fact of life. Though we all try our best to provide five-star service, there will always be someone with a complaint or disagreement to raise.

Without clear evidence, resolving disputes quickly becomes a game of "he said; she said". But if you record your calls, you'll have a bounty of evidence on file already.

It may take a little time to locate and screen the calls in question. However, once you've found the source of a disagreement, you can quickly determine whether the complaint is valid.

Granted, not all disagreements are so clear cut. But at least you'll have the evidence available to guide your decision making. Otherwise, it's just guesswork.

4. Ensuring compliance

As with legal obligations, what constitutes "compliance" will vary depending on your sector, service offering and location.

For instance, if you handle payment data you're obliged to comply with the PCI DSS regulations . Or you might have service level agreements (SLAs) in place with clients, and you'll face penalties if these agreements aren't met.

In any case, call recordings are essential if you're serious about ensuring compliance. With the audio saved, you can implement a random screening process to root out breaches and deliver accurate SLA reports.

If this sounds like a lot of work, well… it can be. But you can speed things up – you just need some cutting-edge tech…

5. Embracing automation

You might have noticed a pattern throughout these entries – while call recording is extremely useful, reviewing the calls can take a fair bit of time and energy.

But thanks to modern technology, all that effort can be a thing of the past.

Top-flight call recording solutions, such as Dubber , don't just record calls. Using clever artificial intelligence, they automatically transcribe them too.

This means conversations can be searched and assessed like any other text file. Say you're looking for the "magic bullet" in a dispute investigation. Simply search for the relevant phrase, and – bingo – you'll have your evidence in seconds.

Or why not go a step further, and let the software do the searching for you? Dubber, for instance, can be set up to automatically screen calls for suspicious words and phrases. This means compliance checks can be conducted on the fly without any human input.

The technology can only go so far, though. Like… wouldn't it be great if AI could understand customer emotions and present them as useful, usable data?

Oh, would you look at that? It can .

That's right. Our call centre software understands the meaning behind every conversation and assigns each call a sentiment score based on caller satisfaction. This means you can harness human emotion as a metric, and stop trying to second-guess customer sentiment based on things like talk time and dropped calls.

Cool, right?

How to implement call recording technology

The days of hefty recording hardware are long gone. Yes, call recording has gone well and truly digital.

Most solutions are software based. And many are delivered as cloud services, meaning the software is hosted off-site and accessed through the internet.

At worst, you'll need on-site storage to archive your recordings. But, chances are, your call recording solution will offer remote data storage too.

So, what are your options?

If you only need something simple, you might find that your VoIP phone system does the job already. Wildix , Cisco Webex and Microsoft Teams all have basic call recording functionality, to cite a few examples.

Want a more functional solution, but don't want to sacrifice simplicity? Choose a call centre management application with call recording built in. This way, you get a complete omnichannel communications suite, along with robust recording features. Our software, for instance, features automatic AI transcription and sentiment analysis .

For the most cutting-edge features, you'll need a piece of dedicated call recording software. If you go down this route, be sure to check that the software integrates well with your phone system, or it could prove more trouble than it's worth.

Interested? Confused? All of the above? Feel free to get in touch . We'll arrange a free, no-obligation meeting to discuss your options. (And we really do mean "discuss". We don't do hard sells.)

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How Wildix integrates with Salesforce (and why you should care)

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 16 May 2022 08:00:06 GMT

It's a match made in marketing heaven. Learn how the Salesforce CRM and Wildix phone system can work together to nurture leads like never before.

Today, dear reader, we're going to tell you a love story.

It's a tale of cooperation, communication and shared values – a classic romance brought up to date for our digital age. But these lovebirds aren't your average Mills & Boon heroes or heroines. They're much more interesting than that. Yes, this story follows the enduring connection between Wildix – a powerful VoIP phone system – and Salesforce, the world's most popular CRM.

OK. So it might not be the next Four Weddings…, but as far as we're concerned, these systems are soulmates.

And like the best couplings, they're most effective when they work as a team.

How Wildix + Salesforce integration works

Wildix is one of our favourite VoIP and unified communications platforms . It's affordable, feature rich and – crucially – integrates well with many popular software applications.

Take advantage of these integrations, and you can achieve all sorts of things that wouldn't be possible when using the systems separately. For example, you can deploy Wildix alongside a hotel management system to arrange automatic wake-up calls for guests. Or use clever AI software to automatically transcribe calls , so agents can easily track customer conversations between channels.

Now, Salesforce is the world's most popular customer relationship management (CRM) system. So as you might expect, Wildix works beautifully alongside it.

And this integration is really special. See, Wildix and Salesforce are built with similar goals in mind. Both are designed to generate leads, track customer journeys, and – ultimately – increase sales.

Wildix comes with a raft of unique tools to help you do this. For instance, using a special collaboration dashboard called x-bees, sales teams can communicate with customers and engage leads from a single access point.

And with clever WebRTC technology, you can create website chat widgets that let users initiate voice or video calls with staff. These calls feed directly into the x-bees dashboard, allowing sales agents to continue conversations even as users switch between communication channels.

Add Salesforce into the mix, and Wildix's sales tools become even more powerful. The two systems work in tandem, allowing updates in one application to reflect in the other.

This means you can continue to use Salesforce's familiar interface and lead monitoring features, backed by the seamless communication and sales tools that Wildix is known for.

Don't want to use the Wildix sales dashboard? That's fine too. Handle all your lead management in Salesforce, and you can still enjoy all of Wildix's other benefits – like free UK calls, remote working tools and seamless omnichannel communication.

Seven Wildix + Salesforce integration features

Let's take a closer look at the ways Wildix can integrate with Salesforce. These features are the "nuts and bolts" of the integration – or, in other words, the primary touchpoints for users of both systems.

Most of the features are accessible from a small pop-up window accessible from the bottom of the Salesforce Lightning interface. (Or via a sidebar module if you're using Salesforce Classic.)

1. Click to call

Need to get in touch with a customer? Simply locate their details in the Salesforce database, then click their number to instantly initiate a call in Wildix.

The call can then be handled within Salesforce itself, using the Wildix unified communications interface, or via your Wildix handset.

2. Incoming and outgoing call pop-ups

If a call comes in via Wildix, a pop-up will automatically open showing Salesforce contact details (if available), along with buttons to accept or reject the call. Alternatively, you can accept the call simply by picking up your Wildix handset.

It's the same story for outgoing calls. Dial out from either system, and the pop-up will show key customer details within Salesforce.

3. Dialpad

The dial pad is really useful if you don't have a Wildix desk phone. It effectively turns Salesforce into a softphone, allowing you to dial any number using an on-screen pad.

4. Contact search bar

The integration pop-up features a search bar, so it's quick and easy to bring up contact details and initiate a call.

"But Salesforce has its own search bar?". Sure, but using the pop-up search feature lets you browse contact details and make calls without navigating away from the Salesforce record on screen. As you might imagine, this makes for a smoother, faster workflow.

5. Contact auto-detection and redirection

When a customer dials into Wildix, Salesforce will search for their contact details in its database. If a match is found, you can click a button to instantly access their customer record.

Alternatively, you can set this up to happen automatically, so you'll know vital customer information before you've even said "hello".

6. Contact creation

Received a call from an unknown number? Using the Wildix pop-up in Salesforce, you can quickly create a new contact in the Salesforce database. You don't even need to navigate away from the page you're looking at!

7. Call history

The Wildix integration pop-up also lists recent incoming and outgoing calls – just like any standard smartphone or VoIP interface. This makes it easy to reconnect after dropped calls or dial regular contacts without wasting time clicking through to their database entry.

Interested in Wildix + Salesforce integration?

We think you'll agree – Wildix + Salesforce truly is a match made in marketing heaven.

Want to write your own CRM love story? Get in touch for a free, no-obligation consultation . We'll discuss the benefits of each system and how they can help you close more deals more quickly.

Already a Wildix subscriber? Great! Give us a call and we'll work quickly to get Salesforce integration up and running for you.

(P.S. if you found this post useful, why not subscribe to our Knowledge Hub ? It's like a bitesize version of our blog posts, delivered directly to your inbox. Nice!)

How call centre AI can supercharge your sales

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 12 May 2022 08:00:03 GMT

The robots aren't taking over. If anything, they're making life a whole lot easier. Discover how AI can turn your call centre into a sales machine.

Pfft… humans. Who needs 'em?

They're always cluttering up the place with their so-called "bodies" and making unreasonable demands for "air" and "food". The sooner the machines take over, the better, we say.

Of course, we're joking. We love humans. We even employ a few here at Yoozoom.

But if you manage a contact centre, it's worth asking yourself: "are there some jobs that machines can do better than people?"

We're not talking about replacing all your agents with robots. Instead, we mean thinking about ways to streamline your processes so staff can focus on the things that matter – taking calls, closing deals, and delivering that personal touch that only card-carrying homo sapiens can provide.

How? With cutting-edge artificial intelligence (AI) and automation, that's how.

These techniques might seem futuristic, but they're already getting results in call centres across the globe…

Speech recognition and sentiment analysis

AKA: clever robots screen calls so you don't have to.

Yep, you read that right. Today's AI technology is clever enough to understand what agents and customers say on calls.

Athena, our call centre AI, not only records calls but transcribes them too. These transcriptions are searchable, so it's easy for you to screen calls for training, development, or conflict resolution.

But – here's the really clever bit – you don't even have to manually screen calls, if you don't want to.

Athena is smart. She doesn't just write words down – she understands the meaning behind them too.

Every call is given a positive or negative sentiment score. This means it's really easy to see, at a glance, whether customers are happy with the service you're providing. Or, you can drill down to an individual agent's sentiment score to monitor their performance and construct training pathways.

AI sales optimisation

AKA: a clock-watching robot that's tuned in to customer preferences.

If you run an outbound call centre, this will be a familiar story.

You call a customer or prospect, but they're busy – it's not a good time, and besides, they've told you already that they can't take calls between one and three.

Oops. Now they're cheesed off, and – worst-case scenario – that lead you've been nurturing might go stone cold.

It's not your agents' fault. Keeping track of customer preferences is tricky. When you're making dozens of calls a day, the task becomes positively titanic.

But robots… they never make mistakes.

Our AI tunes into customer preferences and remembers them like the world's best secretary. It not only lets agents know the best time to call, but each customer's preferred mode of communication, too.

The results? Happier customers, more fruitful conversations and – ultimately – a healthy boost in conversions.

AI chatbots

AKA: FAQs, but clever.

So you've got a team of agents handling live chat interactions from your website. Great. For many customers, this is now a favoured way of getting in touch.

But how many of those interactions boil down to answering mundane, frequently asked questions? 70%? 80? More?

The problem is clear. Your agents don't want to churn through the same, mind-numbingly tedious conversations again and again. And besides, their time would be better spent answering those complex queries that require real human brainpower.

You know what to do: "Igor, release the chatbots".

Now, you've probably heard of chatbots already. They pop up, talk in a robotic manner, and as soon as the customer goes off script they go "brrfftt" and fall over… right?

Wrong. Our chatbot not only talks like a human, but it learns and improves as time goes on.

You can feed it some stock responses, sure. But it can also gather useful material from existing sources, such as your website, email archives, and previous customer chats. This means it's always up to date on the latest info, without you having to spend time programming or fine-tuning it.

And if it's out of its depth, it knows to escalate the query to a human agent. He or she can step in seamlessly, so customers won't have to wait around.

Workflow automation

AKA: a giant robot brain that's trained on HR.

If you thought the previous examples were impressive, get a load of this.

Our workflow automation technology (or "AI HR") can intelligently predict staffing requirements based on historical trends. It learns peaks and troughs of staff attendance and call volumes, and lets you know how many bums need to be on how many seats. Very clever.

You might be thinking, "but humans can do this". Sure, but at a fraction of the speed, efficiency and accuracy of our software.

Letting AI handle the complicated maths frees up HR staff to focus on the stuff that robots aren't so good at – like recruitment, compliance and pastoral matters.

Even annual leave requests – the bane of any HR manager or team leader – can be automated, ensuring you always have the staff you need to deliver your SLAs.

Sounds complicated…?

Don't worry. It might sound like science fiction, but it's quite easy to make these AI techniques an ROI-boosting reality.

With a little help from us, of course…

See, all these tools are built into our cloud-based call centre software . We'll send our expert engineers to help you get set up, and then… well, the world of AI is your oyster.

Best of all, because it's cloud based, you don't have to faff about with on-site hardware installations or software updates. If a mind-blowing new AI feature is rolled out, you'll get instant access without having to lift a finger.

And we haven't even mentioned all the other cool stuff our software can do, like next-gen predictive diallers and robust omnichannel reporting…

Want to know more? You can get all the facts on our call centre page .

And why not sign up for our Knowledge Hub too? We'll send you the latest tech tips and news, direct from Yoozoom HQ.

Call centre payment compliance: 5 PCI DSS myths BUSTED

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 10 May 2022 12:00:45 GMT

Call centre managers: are you confused by the PCI DSS standard? Kick the bad advice to the curb with our myth-busting payment compliance guide.

So you manage a call centre, or you're planning to start one. You've heard about the PCI DSS, but you're not sure exactly what it requires from you.

Totally understandable. The PCI DSS is complicated. It's no wonder many businesses rely on professional help to make sure they're ticking all the boxes for compliance.

And with complexity comes misconceptions. There are many myths floating around the internet that only make the PCI DSS more difficult to get to grips with.

Today, we're going to tackle five of the most common myths and misunderstandings. Because by understanding what the PCI DSS isn't , you'll soon have a better idea of what it is .

But first, the basics…

What is PCI compliance?

PCI DSS stands for "Payment Card Industry Data Security Standard".

It lays out baseline security criteria for companies that process credit card information. If you accept, store, transmit or otherwise use card data, then the standard applies to you.

The standard launched in 2006 and was developed jointly by six major credit card companies – MasterCard, VISA, Discover, American Express and JCB. It is administered by the PCI SSC ("Payment Card Industry Security Standards Council").

PCI DSS is a global standard. Whether you're in Cambridge, Kansas or Kathmandu, the rules still apply.

You can access the latest version of the standard here .

Myth 1: the PCI DSS standard is just a guideline

A wise individual once said, "rules are meant to be broken, and guidelines are meant to be ignored".

Well, when it comes to PCI compliance, this so-called wise person is doubly wrong.

The PCI DSS is not a set of guidelines. It's mandatory for ALL businesses that process card information.

And if you don't play ball? See myth number five…

Myth 2: PCI standards don't apply to us

This is a common myth that comes in countless flavours. Let's examine a few of them.

"It doesn't apply to us because we only take a handful of credit card payments each month". WRONG. If you process card data at all , you have to abide by the standard.

"...because we work on behalf of a non-profit". WRONG. The PCI DSS applies to all organisations, commercial or otherwise.

"…because we don't store card data". Doesn't matter. You're still processing the data in some form or another.

"...because we're only a small contact centre". You could be a ten-year-old with a lemonade stand and the standard would still apply.

That last one comes with a teensy caveat. If you process fewer than 20,000 credit or debit card transactions per year, you might not be required to seek validation of your compliance. But you must remain compliant, whatever the size or shape of your business.

Myth 3: PCI compliance is a one-and-done job

So we just have to fill in a questionnaire, right? So we can just let IT worry about it and then carry on as normal… right?

Uh… no and no.

The PCI validation procedure involves completing a self-assessment questionnaire, sure. But this is designed to help you implement processes for continuing card data and payment security.

And as for IT doing all the work… well, they'll have to do some of it, but assuming it's mostly a technical job is plain wrong. The fact is, PCI compliance requires action and buy-in from all members of staff, whether they're high-level IT managers or the agents who take the calls.

For instance, one requirement is that card data is stored securely – it must never be written down on paper. This means all staff – especially customer-facing agents – must undergo appropriate training to ensure ongoing compliance.

Another requirement states that access to cardholder data must be restricted on a need-to-know basis. To implement this, you'll need to maintain a card security policy and update it regularly as staffing structures change.

Sorry, but IT can't just wave a magic wand to make it happen. (Though IT is pretty magical, if we do say so ourselves.)

Myth 4: applying PCI standards makes my systems secure

The PCI DSS requirements are pretty comprehensive, so it's easy to think they provide all-around security for your call centre and its data.

Nope.

Card security should be considered one facet of a wider security policy. The vast majority of modern companies need an internet connection to do business, and the very fact this connection exists means that myriad potential vulnerabilities exist too.

You could have rock-solid card security in place but remain vulnerable to email phishing attempts, website DDoS attacks, and bad-old-fashioned phone scams. For call centres, where multiple internet-connected systems work in tandem, it's especially important to remain vigilant.

While some of the PCI requirements – like installing antivirus software – do help with business-wide security, it would be foolish to think they automatically turn you into an impenetrable fortress.

(Psst. We can help you strengthen your cybersecurity . Just saying.)

Myth 5: it doesn't matter if I'm not compliant

LOL.

Sorry, that was a wee bit insensitive. But, honestly, have you seen the fines you could face for non-compliance?

If you're found to be in breach of the PCI DSS, you could be fined between $5,000 and $100,000 (around £4,000 and £75,000)…

PER. MONTH. Until you fix the problem.

What's more, failing to comply could see you bumped up to a higher compliance level. This would likely mean forking out for an on-site QSA assessment… call that another £15,000 to £75,000.

And if you experience a breach, that's a whole other kettle of cash. Then you have to consider potential lawsuits, legal fees and payouts to affected customers. Not to mention the reputational damage your company could suffer.

So… yeah. We think you'll agree – non-compliance is not a tightrope worth walking.

How we can help

Our cloud-based call centre software boasts some pretty nifty features, ranging from omnichannel contact management to high-tech AI chatbots.

But one of its most useful features is its processing payment solution.

This lets you do all sorts of things, like take payments via web chats and automated IVR. And best of all, it's PCI compliant, right out of the box .

Now, to be absolutely clear – this won't automatically make your call centre compliant. You'll still have to implement all the required standards, such as installing antivirus software and maintaining a security policy.

But it does mean there's one less hoop to jump through. And with something as complicated as the PCI DSS, that can be a big help.

Interested? Click to learn more about our cloud contact centre software .

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How call centre software can boost your talk time

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 09 May 2022 14:27:26 GMT

Having trouble with talk time? Ever thought you might be missing something? Learn how call centre software can tame this slippery metric for good.

So you own or manage an outbound contact centre. You can't seem to raise your talk time, no matter what you try. What gives?

Well, let's just say it gets complicated.

Countless variables can impact your talk time, and – by extension – the quality of your customer interactions.

Maybe you need to rethink how you position the products you're selling? Or maybe staff need extra training to polish their sales patter?

Perhaps. But we're sure you've thought of these possibilities already.

Digging deeper means exploring the cogs and gears that make your call centre work. It means popping the bonnet and poking about at the engine.

And just like you need a qualified mechanic to tune your car, you need specialised software to squeeze every ounce of efficiency out of your call centre.

Wouldn't you know it? We might just be able to help with that…

How our call centre software can help

Omnichannel communications

You've probably heard of omnichannel . It's one of the big things in call centre circles right now.

But in case you haven't, here's the scoop: it means bringing together several communication channels into one unified system. Think email, webchat and text messaging, as well as phone calls.

Now, this might sound counterproductive. If we're interested in increasing talk time, why would we want agents to spend time chatting on their computers or drafting emails?

Simple. Because increasing talk time isn't about boosting the volume of calls, it's about improving their quality .

Nowadays, it's typical for customers to use multiple forms of communication throughout the day. And many actually prefer talking to companies via webchat or email, especially if they haven't got the measure of you yet.

Our omnichannel call centre software keeps track of customer interactions, even as they dart between SMS, emails and phone calls. Agents can pick up conversational threads where they left off, no matter who the customer was speaking to, or how they got in touch.

This means interactions are more efficient, more productive and less stressful. In other words, they're of higher quality .

Embrace omnichannel, and you can expect talk time to go through the roof.

Predictive diallers

We'd bet good money you use some sort of automated dialler. As far as call centre tech goes, they're about as new-fangled as an East 17 single.

And although they're useful, they don't do much to boost average talk time – much of the time, in fact, they actively reduce it.

Again, it comes down to call quality . Most diallers exist to maximise the number of calls per hour, but the vast majority of these calls are likely to last all of… what, 10 seconds?

Our dialler, on the other hand, is specifically designed to weed out those low-quality calls and focus your agents on the interactions that matter.

This is achieved through some clever call routing and bespoke IVR recordings. If the person who takes the call isn't interested, they can just hang up and go about their day. But if they are interested, they can be talking to an agent in a matter of seconds.

Bada boom bada bing – your agents waste less time on short, disheartening conversations and spend more time turning engaged callers into converting customers.

AI sales optimisation

Let's say you've been working on a lead for a while. You think "next call, I'm going to close the sale". You have cake and balloons at the ready. Here goes…

Then you call the customer and they say "it's not a good time". Or, worse, they remind you that they can only chat on WhatsApp during work hours. And just like that, all the balloons deflate and the cake throws itself to the floor in an act of shameful desperation. You've blown it.

This could have all been avoided with the help of our automated sales optimisation tools. Powered by some very clever artificial intelligence, they remember those crucial customer preferences so your agents don't have to.

By choosing the best time and method to make contact, it improves the chances of fruitful conversation. And you know what that means… "hello talk time, my old friend".

Of course, it also avoids the embarrassment of getting stuff wrong . That's worth about a million quid and a lifetime supply of digestive biscuits, as far as we're concerned.

Gamification

Gamification is exactly what it sounds like. Instead of just saying "look, there's a target – hit it", you incentivise performance improvements by turning them into a game.

Let's imagine you have an agent called Bill. Bill's a lovely guy and he makes great cups of tea, but he's lagging when it comes to key KPIs like talk time.

Next time Bill has a performance review, you say "if you increase your talk time by 10%, I'll give you an extra half day of holiday". That's gamification.

Or say you want to inspire a little healthy competition between teams. You could arrange a KPI "duel", where the best performing team wins a nifty little incentive.

You don't need call centre software to do this, but it makes things about 300 times easier.

See, as well as offering robust omnichannel reporting, our software has advanced gamification features built in. This means you can create advanced mechanics where agents "level up" and win shiny digital badges, then track the results in our easy-to-use reporting dashboards.

How does the software work?

Glad you asked – because the way it works might just be the best thing about it.

Our contact centre software is entirely cloud based. Everything is hosted on secure off-site servers.

For you, this means minimal upfront investment. You don't need complicated hardware that costs the earth and your IT manager's sanity. As long as you have computers with internet access, you're good to go.

And because it's all hosted off site, it's marvellously flexible. If you need to move to a bigger office, the system can come with you – no problem. If you need to scale down, you can do so without the need to maintain expensive, dormant hardware.

It's as reliable as they come, too. You can expect 99.99% uptime, with multi-layered failover in the unlikely event that something does go wrong.

Want to know more? Read all about our cloud contact centre software here .

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Is your call centre as "omnichannel" as you think?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 09 May 2022 14:19:20 GMT

You might think you've got to grips with this omnichannel thing. But have you taken that crucial next step? Get the answers with our in-depth guide.

If you manage a contact centre, or you're looking to integrate one into your business, you may well have heard of "omnichannel communications".

Now, "omnichannel" might sound like the best cable TV package money can buy, but it's a little more complicated than that. Omnichannel communications means talking to customers across different communication channels, such as phone, webchat, email and SMS.

"Ah!", you might be thinking, "we already have teams working on email and webchat. Been there, done that. Next blog post, please".

Sure, you might be harnessing different channels to reach customers, but are you taking a truly omnichannel approach?

See, implementing an omnichannel strategy is less about which channels you use, and more about how you use them …

Omnichannel vs multichannel

You'd be forgiven for thinking these two terms mean the same thing.

They're similar, but there's one important distinction.

A multichannel call centre supports different modes of communication but deals with these channels individually. You might have a team that sends and responds to emails, for instance, but they have no way of knowing if customers have previously made contact by phone. Or, for that matter, the content of those phone calls.

An omnichannel call centre also supports multiple communication channels. But the key difference is that it integrates these channels – so conversations can continue between phone and email, for instance. Or across webchat and SMS. Or smoke signals and carrier pigeon. You get the picture.

Omnichannel can be seen as an evolution of the multichannel model. Multichannel came first, then some clever people wrote some very clever software that allowed for seamless omnichannel communication.

The benefits of omnichannel

The first benefit should be obvious to anyone who's contacted customer support about anything.

It's a familiar story. You call customer service on your good old-fashioned landline. Then you send an email, but you have to spend the first 200 words explaining what the phone call was about. Then you call again, but this time you have to reiterate the contents of the first call and the follow-up email. The agent – understandably – sounds like they're falling asleep, and you feel like giving up and going back to bed too.

So, yes. Adopting an omnichannel approach can work wonders for reducing customer frustration. It's easy to see how this can lead to more sales for outbound centres, and a happier time all-round for inbound staff.

But that's just anecdotal. We know what you're really here for – the raw, uncensored stats .

Omnichannel statistics that will make you think

Quick disclaimer: some of these statistics are based on research into omnichannel marketing, so they're more relevant to outbound call centres. But even if you operate a pure customer service centre, we bet you'll still learn something useful…

- Nine out of ten consumers say they want a seamless service between channels ¹

- 63% of millennials typically begin their customer service interactions online ²

- More than half of consumers say they'd rather text customer service than make contact by phone ³

- Customer satisfaction is 23 times higher for businesses that use omnichannel communications ⁴

- Companies with strong omnichannel customer engagement strategies see an increase of 9.5% in annual revenue, compares to 3.4% for those with weak strategies ⁵

How can I unlock the power of omnichannel?

Ah, glad you asked.

First, you must venture through the Valley of Bones and fight the dark wizard Xendor. Take his magic key and use it to unlock the Gates of Krall. There you will find the omniblade, which can be wielded only by those with a pure heart and a BA in marketing.

Nah, only kidding. You just need some cool software.

If you manage a call centre, you'll no doubt have some software in place to handle calls, manage customer relationships or report on results.

A good piece of omnichannel call centre software will promise all of the above while making it easy to track customer journeys across multiple channels.

It's this journey tracking – this understanding of ongoing conversations – that powers a successful omnichannel strategy. With this information at their fingertips, your agents are empowered to deliver seamless service and win leads while they're still fresh.

And by linking all your communication channels together, you can unlock new possibilities that just wouldn't be possible with a multichannel approach. Like AI-powered transcription, for example, which doesn't just record calls but actually writes down everything that was said . This makes it simple for agents to follow up on phone conversations, even if the customer makes contact by email or webchat.

Plus, with true omnichannel reporting, it's easier than ever to review centre-wide performance. All your data sits in one, easy-to-access place, rather than being spread out over different – and uncommunicative – software applications.

How Yoozoom can help

Sorry for boasting, but we think our contact centre software is the best on the market.

Not only does it deliver all of the features we just mentioned (and more), but it's hosted in the cloud. This means it's extremely flexible and portable, with no need for hefty, hard-to-manage on-site software installations.

Is your centre growing? With our call centre software and VoIP phone solutions , it's easy to add new users and systems without expensive hardware outlays. Need to relocate? The software can move with you, no problemo.

Learn more: get all the facts on our cloud-based call centre software here .

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4 call centre gamification ideas to boost productivity

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 09 May 2022 12:46:47 GMT

Don't be the "fun boss" who can't get anything done. Be the fun boss that incentivises agents to smash targets. Learn how with our gamification ideas.

4 call centre gamification ideas to boost productivity

Imagine the most realistic computer game you can dream of.

In this world, trees look like trees, food tastes like food, and instead of shooting aliens, you win points through the power of phone calls .

Sounds exciting, right? Well, ladies and gentlemen, you too can experience this vanguard of virtual reality. It's called call centre gamification .

The setting: your real-life call centre.

The players: your agents.

The prize: better productivity, improved staff morale, and a hefty boost for your bottom line.

How it works

Call centre work is important. In the right circumstances, it can be rewarding too. But few would claim that it's actively fun .

The reality is that taking or making calls all day is monotonous. This can easily lead to worker apathy, missed targets and a high staff turnover.

How can you combat this? By turning KPIs into a game, that's how.

This could be as simple as "hit a target, win a prize". Or it could be an ongoing competition, where staff can track their progress on real-time wallboards (because nothing incentivises productivity like "I've got to beat Steve on the first floor").

By adding this extra layer of competition and reward, you incentivise employees to smash targets, outdo one another, and – yes – have fun.

Here are four proven ideas to get you started.

1. An "app store" for employee rewards

This is an evolution of the simple "hit target, get prize" idea. The difference? It gives agents a choice of the reward they receive.

Your store could contain juicy prizes like eCommerce vouchers, experience days or – that perennial favourite – paid time off. You set targets for staff to achieve, and if they hit them, they win points to spend in the store.

Need to boost performance across the board? Make these targets competition based, like "100 points for the agent who takes the most calls each day".

Want to motivate underperforming agents? Simply tie the targets to their personal development goals. For instance, if an outbound agent isn't closing enough deals, you could reward them with points for hitting sales goals within a specified period.

Get some smart incentives in place, and – bingo! – your staff will be inspired to work harder than ever.

Which brings us to our next idea…

2. KPI bingo

We're sure you're familiar with bingo. The game where you're given a grid of numbers, and mark them off as they're called out? OK, good.

This idea works on the same rules, though rather than using numbers, you give agents a grid full of KPIs to hit.

Staff can be given small prizes for meeting individual targets and win larger incentives for clearing a horizontal or diagonal line.

This idea's great for encouraging a little healthy competition between teams. Perhaps teams can "win control" of a square for being the current leader in, say, sales or call duration. Then, if they manage to conquer a whole line of KPIs, they're rewarded with a team-wide bonus, such as extra days off or even a stay in a hotel.

3. Charity fundraisers

High-stakes games like KPI bingo aren't for everyone. They're best suited to highly competitive environments like outbound sales, where conversions and call volumes can make or break your bottom line.

If you want to improve results all round, without turning teams into sworn enemies, consider raising money for charity instead. Staff will be inspired to work together towards a common good, and – because personal prizes are out of the equation – they'll be less likely to bear grudges if they don't come out on top.

You could raise the cash in several ways.

For example, you could place a chart in the office that shows how many calls have been taken that month – or any other metric, for that matter.

(You know… like those giant "thermometers" they use on televised fundraising drives?)

As the meter rises and certain thresholds are hit, you make progressively larger donations. Simple.

Or, if you'd rather reward improvements on an agent-by-agent basis, you could dish out donations each time an employee meets one of their personal development goals.

4. Mystery gifts

This one works like the "app store" idea, but rather than letting staff choose from a list of rewards, they pick from a set of pre-wrapped presents instead.

See, we're all big kids at heart. That childlike thrill of opening a gift and discovering its contents never quite goes away.

This sense of intrigue can work wonders for employee engagement.

Think of it this way: is it more exciting to work hard for a box of chocolates, or to work for a gift that could be any of a million amazing things? We'd take the surprise every time.

You could set it up so the best-performing agents get to choose a gift, or so everyone who hits a certain target gets rewarded.

Or you could turn it into a team-versus-team competition, and reward the winning team with a shared prize at the end of each month. To keep staff motivated, you could even drop hints as to the identity of the prize as the month goes on.

Ooh… we're getting excited just thinking about it.

How to make it happen

Of course, to run these kinds of contests, you need to keep a close eye on the numbers. However, as the industry moves towards omnichannel strategies – incorporating voice, email, SMS and more – this gets increasingly difficult.

Here's where we can help.

Our contact centre software is built – from the ground up – to allow for robust omnichannel reporting. It makes "joining the dots" easier than ever, allowing you to access detailed cross-channel reports with just a few clicks.

And here's the clincher – it has robust gamification features built in. Armed with these tools, you can create complex game mechanics that go far beyond the ideas mentioned above.

Want to know more? Learn all about our cloud-based call centre software here.

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Office WiFi issues: why they happen and how to fix them

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 09 May 2022 08:00:07 GMT

We all deserve decent WiFi. Learn six quick fixes to improve your office WiFi connection and bring those dreaded "dead zones" back to life.

"WiFi".

Never before have four letters inspired such a range of emotions.

It's a true technological wonder, which would have been unthinkably high-tech just a few decades ago. Thanks to the magic of WiFi, we're free to communicate, collaborate and gorge on cat videos from just about any location. Wired connections? They're so 2002…

But then the dream turns to reality. Though it's usually fairly reliable, WiFi has a unique talent – it conks out just when you need it most.

Cue "WiFi rage": the disproportionate anger one feels when confronted with a dodgy wireless connection. Honestly, the Hulk has nothing on a WiFi user scorned…

It's bad enough at home. But when you're doing business, a spotty WiFi connection isn't just annoying – it's positively disruptive. Especially when you rely on high-traffic technologies like VoIP phones.

Calm down. Brew a chamomile tea. We're going to show you how to fix those office WiFi problems for good.

Repeat after us: "Yoozoom has the answers"…

Fix 1: don't connect via WiFi

OK, this might sound dumb – like saying "if you don't like work, stop working!". But bear with us, because there's method to the madness.

See, if you're relying on WiFi for everything – desktops, laptops and portable devices – then you're asking for trouble.

Instead, you should reserve WiFi for the things that need it. We're talking smartphones, tablets and laptops without dedicated ethernet ports.

Desktop PCs should have ethernet functionality as standard. So connect these directly to your router rather than relying on WiFi. This will guarantee faster speeds and more reliable connections for your office desktops – which, in the majority of cases, see the most use anyway.

Fix 2: check if WiFi or broadband is causing the problem

If you're not a tech nerd like we are, this distinction might come as a surprise. In the home, at least, "WiFi" and "broadband" are used pretty much synonymously.

But in reality, they're totally different things. Broadband is the connection that links your business to the internet at large. WiFi is the technology that shares this connection over the airwaves, allowing you to connect wirelessly to your broadband.

You might even use WiFi but not have broadband. High-speed leased line internet connections can be delivered wirelessly too, with a wireless access point (WAP) installed.

In any case, you should check whether your issues lie with your WiFi hardware or your internet connection. Otherwise, you might waste time tilting at wireless windmills, so to speak.

Fix 3: make sure you have enough bandwidth to go around

You can think of your internet connection as a big pie. Each time somebody logs on, they get a slice of the pie. The more connected users there are, the smaller each slice becomes.

This is your bandwidth, or internet capacity. The more bandwidth you have, the more "pie" there is to go around.

If you're experiencing connection issues only when your office is full, it could mean you don't have enough bandwidth to support your workforce. In which case, it might be time to consider upgrading your business internet connection .

Fix 4: make sure your WiFi can keep up with your internet connection

So you've got a nice, fast internet connection. Great! But can your WiFi architecture keep up?

Not all wireless routers or access points are created equal. Some might not be physically capable of delivering the full speed of your internet connection.

Not sure what hardware you need to make the most of your internet speed? Get in touch and we'll happily talk you through your options.

Fix 5: point the finger at HQ

If you're sure there aren't any technical problems with your internet connection or WiFi hardware, then it's time to consider another culprit: your building.

That's right. The layout of your office space can have a huge impact on the quality of your WiFi signal. After all, WiFi works using radio waves – and as anyone who's tried to listen to a radio in the basement will know, these waves can only travel so far.

It might just be that your WiFi isn't strong enough to reach every part of your building. In this case, you can consider repositioning your router so it's in a more central location, or investing in WAPs, which can help bring wireless connectivity to those "dead zones".

But that might not be enough if the infrastructure of your building is impeding your WiFi. For instance, metal furniture like filing cabinets can seriously impede those radio signals. Your connection might even be suffering because of hidden pipework or insulation materials.

If moving your router or investing in WAPs doesn't fix the problem, it might be time to call in the experts.

Drop us an email or give us a call , and we'll arrange an in-depth site survey. This involves analysing your WiFi equipment and building layout, then suggesting tweaks to improve the quality of your connection.

Fix 6: consider atmospheric interference

Atmospheric interference is often caused by other WiFi connections. Perhaps you have two routers in the same building. Or maybe there are other businesses nearby with their own WiFi.

If your WiFi equipment is still set to its default configuration, it might be trying to operate on the same channel as these competing connections. If so, it's quite likely that atmospheric interference is affecting your connection quality.

Ahem… but things can get even more complicated than this. (Sorry.)

See, even electrical equipment like refrigerators, vending machines and microwaves (especially microwaves) can get in the way of that smooth, uninterrupted WiFi connection you need.

Again, you might want to consider calling in expert help to make sure your connection settings and equipment are up to scratch.

Useful links

Thinking about upgrading your business internet connection? Take a look at our affordable business broadband and lightning-fast leased line packages .

Scratching your head over connection issues? Feel free to get in touch to arrange a no-obligation consultation. And we really do mean "no obligation" – if you just want to brainstorm ideas, that's fine.

And while you're here, why not sign up to our Knowledge Hub ? It's our regular email newsletter, packed full of useful tech tips and news.

VoIP peripherals: 5 ways to give your phone system superpowers

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 04 May 2022 10:53:44 GMT

We think VoIP is great. But did you know you can make it EVEN BETTER? Discover five awesome add-ons that can boost productivity and save time.

We reckon VoIP phones are pretty superheroic as they stand.

See, our VoIP systems are built to battle telephony villains like ballooning bills, clunky hardware and outdated features. Switch to VoIP, and you'll unlock amazing powers like free UK calls, improved audio quality and high-tech handsets that leave traditional desk phones in the dust.

Comparing VoIP to old-fashioned phones is like pitting Batman against Bill from HR. It's just not a fair fight.

And here's the best bit: it's easy to make VoIP phones even more powerful. All you need to do is add some nifty peripherals.

Think of it this way. You've already got Batman on your side, but he can harness Superman's X-ray vision, Hulk's strength and Spider-Man's web skills. All he needs is a few choice accessories.

Here are five of our favourites.

1. Video phones

Most of us are used to making video calls with our smartphones. But did you know you can also dial into video meetings with your desk phone?

It might sound like something from a 1950s sci-fi novel, but it's very real. What was once a technological daydream is now a daily reality.

It's brilliantly useful too. With the rise in remote working, many businesses rely on video conferencing to connect with employees around the world. Dialling in from your desk phone is quick, convenient, and leaves your computer free so you can get on with work while you chat.

All you need is a VoIP phone system and a compatible video handset. For instance, Wildix produces its own line of video phones called the Vision series. Microsoft Teams , meanwhile, works with handsets from the likes of Yealink, Crestron and Poly.

Or how about this…? If you have a compatible security system, you can link your phone to your intercom and screen visitors from the comfort of your desk.

2. Auto-attendants

In case you're unaware, an auto-attendant is the "robot menu" you often hear when dialling customer service lines. "Press one for sales; press two for support"… that kind of thing.

Many of us, undoubtedly, have had bad experiences with auto-attendants. But this negative reputation is largely down to the occasional bad implementation. Done well, auto-attendants can reduce call waiting times and actively improve customer satisfaction.

Where does VoIP come into all this? Well, traditionally, implementing an auto-attendant would require expensive, hard-to-maintain hardware . But with many VoIP systems, the feature is ready to use – right out of the box.

This is possible because VoIP systems feature a software layer as well as hardware components. This means complex features like auto-attendants can be implemented simply and cheaply as software applications.

Microsoft Teams , for example, has a highly customisable auto-attendant feature. It lets you play prerecorded audio files or simply type a message for the system to "read" out loud.

3. Wallboards

If your business has a contact centre (or, indeed, is a contact centre), you'll likely be familiar with wallboards.

(A quick explanation for the rest of us: they're big screens that display real-time call statistics and key KPIs. Think the number of calls in a queue, daily sales targets, and so on…)

Wallboards have been around for donkey's years. But combined with a VoIP phone system, they can do all sorts of new and exciting things.

VoIP wallboard solutions are often highly flexible, allowing you to display complex data – like competitive cross-team KPIs – simply and attractively. Many can be customised with your own branding and layouts too.

There are many ways to integrate wallboards with your VoIP phone system. Some solutions have wallboard functionality built in. Others rely on dedicated third-party tools or all-in-one call centre management software .

Want to discuss your options? Feel free to get in touch .

4. Music on hold

Here's another feature that's been around forever. But there's a good reason for that: hold music is extremely effective at keeping customers engaged and happy.

How effective? One survey found that just 13% of callers dropped their call when presented with background music, compared to 53% of callers who were presented with total silence.

And, yet again, VoIP makes it easier than ever to implement high-quality hold music.

Gone are the days when you'd need expensive additional hardware, or were limited to a handful of tired old tracks. Many VoIP systems have music-on-hold features built in, which allow you to customise playlists to your heart's content.

With the right VoIP solution or third-party add-on, you can change up playlists based on the day of the week, the time of day or the extension called. Many come with royalty-free soundtracks that you're free to use without licencing worries – or you can upload your own if you prefer.

Just don't be tempted to share your love of experimental rock. Research has shown that mid-tempo, inoffensive music like classical or light jazz works best. Rock and alternative, on the other hand, make waiting times seem longer than they are.

5. Software integrations

Many of the features we've covered are possible without VoIP – they're just harder and more expensive to implement.

But software integrations are completely out of reach of old-fashioned phones. So if we had to call any feature a "VoIP superpower", this is it.

Say you use a CRM system like Salesforce. If your VoIP solution supports it (and many do), you can bring up a customer record in Salesforce and – with a single click – call them on your VoIP phone.

Or perhaps you rely on industry-specific applications? Choose an integration-friendly VoIP system like Wildix, and you can access ready-to-go integrations for hotel management software, medical database apps , and much more besides.

Not sure if a piece of software is compatible? Your VoIP provider's website should provide a list of available integrations. Here are the full lists for Wildix , Webex and Microsoft Teams.

How we can help

Want to switch to a VoIP phone system? Or maybe you already have a system in place, and you'd like to do more with peripherals and integrations?

Please feel free to get in touch . We'll set up a free, no-obligation appointment with one of our VoIP experts, who'll happily talk you through the options.

(No hard sells. They're just not our style.)

You might also be interested in our Knowledge Hub newsletter . It's 100% useful tech tips and news, and 0% spam – guaranteed.

VoIP intercom integration: how to connect your desk phone to your door phone

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 04 May 2022 10:38:08 GMT

Is your intercom REALLY saving you time? Learn how to connect your intercom to your VoIP phone system and supercharge security and efficiency.

Let's all raise a toast to receptionists. They're some of the best multitaskers around.

Not only do they welcome visitors with a friendly smile, but they have to take dozens of daily phone calls, sort mail, book appointments, and tame the office photocopier like a technological toreador.

We're all for making their jobs a little easier. So in this post, we'll show you how to make your office phones interface with your intercom. This means anyone can screen visitors and control access, even if they're up on the 14th floor.

It's a win-win. For your receptionist, it means ticking one big job off their list of 50. And for you, it means streamlining your security process and avoiding long waiting times for legitimate visitors. Sometimes your receptionist has to take a break, after all.

What you'll need

1. A VoIP phone system

In case you're unaware, VoIP stands for "voice over internet protocol". VoIP phones (or "IP phones") use the internet, instead of old-fashioned telephone lines, to transmit and receive audio.

Here at Yoozoom, we've specialised in VoIP telephony for many years. So, naturally, we've waxed about its many benefits at great length already. Check out this blog post if you need a primer.

Long story short, VoIP lets your office phones do some very cool things. Add in some software and hardware integrations, and they become even more powerful.

There are many integrations available, from mega-popular software like Salesforce to sector-specific tools like healthcare and hotel management apps. But to make intercom integration work, you'll need a VoIP phone solution that works with your security system.

If you're unsure, check your VoIP provider's website, which should list all available integrations. For this post, however, we'll be focusing on Wildix – a powerful VoIP solution that integrates beautifully with several top-flight intercom systems.

You can view the full list of Wildix integrations here.

2. A compatible intercom system

Of course, you'll also need an intercom system that plays nicely with your VoIP solution. Many modern intercoms are built on IP technology, just like VoIP. These are most likely to integrate with your VoIP phones.

3. Compatible handsets or other devices

Now for the other end of the equation. You've got your VoIP system and your intercom set up – now you need a way for colleagues to take intercom calls from the comfort of their desks.

There are several ways to achieve this, and your choice will depend on the features of your intercom system and the depth of the available integration.

Wildix, for instance, offers its own line of video handsets called the Vision series. These integrate seamlessly with several video door phones, allowing users to talk to visitors remotely via voice and video link. If appropriate, access can be granted at the touch of a button.

If you have a voice-only intercom system, you'll only need a voice-capable handset. Again, Wildix has plenty of options that work well alongside popular security systems.

Alternatively, you may be able to use your computer or mobile device as a softphone. This is doubly beneficial, as it means you don't have to fork out for extra technology and can potentially carry out security checks even when you're off site.

There are many variables at play here, though. So make sure you check that your VoIP and intercom systems are compatible and that they integrate in a way that meets your requirements.

Get it wrong, or try to bodge your own integration, and you could face problems like codec compatibilities, technology conflicts and unexpected costs.

What are the benefits?

As we've already seen, integrating your VoIP and intercom systems can save your receptionist a job and streamline your security process.

But that's the quick and easy answer. Let's explore the benefits in a little more detail…

Decentralise your welcome process

How many office jobs are the domain of a single person? Except for high-level project management tasks or the handling of sensitive information, it makes sense for responsibilities to be split between several colleagues. This way, productivity won't grind to a halt as soon as someone takes a sick day.

So why do we leave intercoms in the hands of just one staff member – our receptionist?

Until now, it's been largely because of technological barriers. But with VoIP and intercom integration, it's easy to share this responsibility amongst multiple members of staff. This way, visitors won't be left waiting and can expect a warm welcome within seconds of their arrival.

Improve on-site security

Differentiating legitimate visitors from dodgy characters isn't an exact science. But the more information you have, the better.

Video door phones make this process a whole lot easier by providing useful visual cues. For example, a visitor might say they work for a delivery company – but does their uniform tell the same story?

VoIP and intercom integration takes this benefit a step further. Say your receptionist is new to the job – do you really want your on-site security to be in the hands of one well-meaning but under-equipped staff member? Now you can delegate this duty to more experienced staff, who can screen visitors without significant interruptions to their usual workflow.

If security is an ongoing concern, you could even direct all intercom calls to those most equipped to deal with it – your security team.

Maintain online security

We're serious about cybersecurity here at Yoozoom. That's why all three of our VoIP phone systems are designed to offer robust security, right out of the box.

Let's take Wildix as an example, again. Wildix is an entirely cloud-based VoIP solution built on WebRTC – a clever bit of tech that's secure by design.

See, WebRTC connects users directly using a secure, encrypted connection. This means every byte of data is hidden from hackers – with no "middleware" that could prove to be a weak link in the chain.

Of course, you'll need to vet the security standards of your intercom system too. But choose one of our VoIP solutions, and you'll be well on your way to ensuring watertight security all around.

How does the integration process work?

This depends on the hardware you want to integrate.

Some can be set up very quickly indeed. Others need a little more technical know how and preparation.

That's where we can help. Partner with us, and we'll be with you every step of the way to ensure your integration goes smoothly.

We'll happily contact your VoIP provider on your behalf to get the ball rolling. And with 24/7 support available, you'll have expert assistance on hand to deal with any technical snags.

Want to know more? Get in touch for a no-obligation chat, or check out our VoIP services for more information.

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Wildix adds Dubber integration: let's explore what it can do…

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 25 Apr 2022 08:00:12 GMT

Newsflash: Dubber now integrates with Wildix! Learn how this clever call-recording tech can shoot your Wildix subscription into the stratosphere.

Here's some exciting news for Wildix subscribers: the platform now integrates seamlessly with Dubber!

Why's this so exciting? Because this new integration unlocks all sorts of possibilities for data-savvy businesses – especially those that rely on call-related statistics to strategise and improve service delivery.

In case you're unaware, Dubber is a cloud-based unified call capture and analysis suite. It can record and store all telephone calls across your business, as well as video chats, text messages, instant messages and more. Then, using some very clever AI technology, it allows for conversations to be instantly transcribed, searched and analysed.

Add the uniquely flexible Wildix communications platform into the mix, and you have a recipe for statistics-driven success.

Honestly, though, we've only scratched the surface of what Dubber can do. Tech fans, get your hard hats on – we're going to dig deep…

Call recording and transcription

This is Dubber's bread and butter.

See, Dubber… err, dubs itself a "UCR" platform, which stands for "unified call and conversation recording". The software is designed to record all conversations that feed into your unified communications (UC) system, whether they happen by phone, text or IM.

And get this: calls are automatically transcribed, too. This means you can search their contents using text strings, just like you'd search through emails or other text-based messages.

This feature alone unlocks lots of possibilities. For instance…

Easier call monitoring and training: having accurate transcripts at your fingertips makes training and development simpler than ever. Save time in one-to-one training sessions by quickly referencing pertinent points in the conversation. Or give out hard copies of calls in seminars and keep all trainees on the same page… literally.

Less reliance on manual note taking: to successfully adopt an omnichannel communications strategy, you need to be able to follow conversations across all modes of contact. With Dubber, phone calls are just as easy to follow as text messages or emails, reducing the need for tedious manual note taking.

Faster and more accurate dispute resolution: disputes are inevitable, unfortunately. And without accurate call records, the resolution process can quickly dissolve into aimless "he said, she said" arguments. Dubber not only records your calls but makes them instantly searchable, so it's easier than ever to discover the truth behind the dispute.

Sentiment analysis (AKA the really clever bit)

As we've seen, Dubber uses text-to-speech AI to automatically transcribe calls. So far, so futuristic.

But this is only the beginning of Dubber's artificial intelligence capabilities. See, Dubber doesn't just convert audio into text – it actively understands what's being said.

Dubber's gigantic robot brain then assigns each conversation a sentiment score, based on seven key emotions. This makes it easy to see when and how you're making positive connections with customers, and where there's room for improvement.

Just think of the things you could do with this data…

"Humanise" your reporting: metrics like call duration and abandonment rates give some clues to customer engagement. But if they're all you've got, it can feel like you're trying to read minds with a maths textbook. Dubber's powerful sentiment analysis adds that missing human element into the equation, allowing you to harness emotion as a key metric.

Level up your training and monitoring: Dubber lets you see, at a glance, which agents forge the best connections with customers. As well as helping you monitor staff performance across your business, this can also prove useful as a self-development exercise in one-to-one training sessions.

Strategise based on genuine emotion: is that new sales script failing to deliver the "oomph" you expected? With Dubber, even individual sentences are assigned a sentiment score, so it's easy to determine which words had the most impact. With emotion as your guide, you can deliver sales strategies that push all the right buttons at all the right times.

Automated compliance (AKA the other really clever bit)

We all have regulations we need to follow, whether it's GDPR, PCI DSS, or any of the other 1,000,000 scary acronyms that keep us awake at night.

Until tools like Dubber came along, compliance monitoring was a long and laborious process. It meant screening random calls and listening out for breaches manually.

There are two big problems with this approach. Firstly, it's random. This means you can never be sure you're catching all those pesky breaches. Secondly, it's manual, so there's always the distinct possibility that human error can creep into proceedings.

Dubber lets you kick this process back into the Dark Ages, where it belongs. See, its brain-the-size-of-a-planet AI can learn to listen out for those telltale words and phrases that point to a compliance breach.

Of course, you'll still want to evaluate these potential breaches manually. But by doing the hard work and surfacing the prime suspects, it can save your compliance staff many valuable working hours.

Plus, if you're subject to an audit or inspection, you'll have all the data you need to comply, right at your fingertips.

What else can Dubber integrate with?

Dubber now integrates with all three of our VoIP telephony solutions – Wildix, Microsoft Teams and Cisco WebEx.

In addition, Dubber boasts its own list of useful integrations. For instance, the platform can work seamlessly with popular business software like Salesforce and Google Data Studio. Or, if you have the skills and resources, you can create your own integrations using Dubber's flexible API.

Tell me more…

Want to add Dubber to your Wildix subscription ? Get in touch and our engineers will get right on it.

Not a Wildix subscriber? Learn all about its business-boosting features here .

And why not sign up for our newsletter while you're at it? We call it the "Knowledge Hub" because it's 100% useful tips and 0% spam.

Business broadband vs leased lines: when should I upgrade?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 18 Apr 2022 08:00:18 GMT

Is broadband enough for your business? Or is it time to enter the fast lane with a dedicated leased line? Get the answers you need right here.

We're big fans of broadband at Yoozoom. We offer a range of flexible business broadband packages , after all.

But broadband can only take you so far. If your business is growing quickly, or you rely heavily on internet access, it might be time to think about upgrading to a leased line.

Look at it this way. If business broadband was a car, it would be a family hatchback – practical, reliable, and nippy enough to get you from A to B in a reasonable amount of time.

But then your company becomes more successful. You're no longer driving around sleepy suburban streets – you're in the Indy 500.

Obviously, that hatchback isn't going to get you very far. You need a car that's built for speed and reliability. You need a leased line.

But when should you push the button and get the upgrade? How do you know that you've left those suburban streets behind and hit the big league?

That's what we're here to tell you. But first, let's see what's under the bonnet…

What's the difference between leased line and broadband connections?

If you've used broadband at home, you'll already be familiar with how business broadband works. It's basically the same thing, with a few business-friendly features thrown in.

Long story short, you get a decently fast connection that's shared between other subscribers in your area. This is fine, most of the time. But the downside is that you're at the mercy of usage spikes – as more people log on, speeds decrease across the board.

A leased line, on the other hand, gives you blazing speeds and an uncontested connection. It's essentially a direct link between your business premises and the internet. This means you can enjoy a consistent connection speed, no matter what other local internet users are doing.

In addition, leased lines are typically much more reliable, and offer symmetrical upload and download speeds. (No more waiting hours for those big documents to upload…)

Leased line versus broadband speed

Just how much faster is a leased line ?

Magnitudes faster. If it were a race, a leased line would have crossed the finished line and found time to nip to the shops before broadband had shifted out of first gear.

But that's all talk. Let's consider some real-world examples.

Broadband comes in several flavours, but we can ignore the slowest of them – most modern businesses will need a fibre connection to guarantee the speeds they need.

So with fibre broadband, you've got two options – fibre to the cabinet (FTTC) and fibre to the premises (FTTP). The former takes those fast fibre cables to the local telephone cabinet. The latter takes them directly to your HQ and is therefore faster.

According to Ofcom, FTTC connections offered an average download speed of 42.6 megabits per second (Mbps) in 2021, while FTTP connections managed 145.4 Mbps.

Leased lines , on the other hand, can deliver speeds of up to 10 gigabits per second (Gbps). Remember: one gigabit equals 1,000 megabits!

Now let's compare against those fibre speeds. Operating at full capacity, leased lines would be nearly 70 times faster than the average FTTP connection and an incredible 234 times faster than FTTC.

Forget that "hatchback versus racecar" comparison. This is like pitting a space rocket against a Reliant Robin.

When should I upgrade? Five questions to ask yourself

1. What speed do I need?

As we've seen, leased lines are like greased lightning compared to even the fastest types of broadband. If your connection speed is stopping you from getting stuff done, it might be time to treat your business to a dedicated leased line.

2. Is my broadband reliable enough?

Broadband isn't unreliable. We know the market, and we only ever recommend business broadband packages that deliver exceptional reliability. However, they are affected by local internet usage, so your speed might suffer during peak times.

Leased lines, meanwhile, promise consistent speeds 24/7, and are typically backed by service level agreements (SLAs) that guarantee a reliable connection. Our leased lines have a 99.99% uptime guarantee – you get a full day's credit for each hour of downtime, starting from the very first hour!

3. How much do I rely on the internet?

Different businesses have different needs. If you're a small team that just needs to check emails and maybe watch the occasional YouTube video during lunch breaks, you'll probably be fine with a broadband connection. However, this is unlikely to be the case if your company delivers internet services, or relies heavily on cloud platforms. In these situations, even SMEs could benefit from the speed and reliability of a leased line.

4. How many staff use my internet connection?

Remember: your connection is shared between all employees in your office. As new staff join, each takes another slice of the pie. If your business is growing, there'll come a point when there's not enough tasty broadband pie to go around. You can take that as a clear sign that it's time to upgrade.

5. What's my budget?

Cold, hard truth time: leased lines are a fair bit more expensive than broadband. With a leased line, you're getting a significant boost in speed and reliability. And, as with all good things, you have to pay for the privilege.

Remember, though, that leased lines have the potential to boost your productivity too – especially if you're struggling with slow or unreliable broadband. In our modern, web-reliant world, a faster connection speed more or less equates to a faster rate of working.

Leased lines unlock more potential for growth, too. So while a leased line might cost more in the short term, it could be the decision that shoots your business into the stratosphere.

What next?

If you're in the market for broadband or a dedicated leased line… you're in luck! We offer bespoke business internet packages at competitive rates, backed by our five-star-rated service.

And if you enjoyed this post, why not sign up for our Knowledge Hub newsletter ? We'll send you the latest updates on the cloud, cybersecurity and our favourite business-boosting tech.

5 cybersecurity best practices for VoIP and unified communications

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 11 Apr 2022 08:00:07 GMT

Is your VoIP phone system or UC platform as secure as you think? Keep your data safe and your systems secure with our 5 best-practice security tips.

So you're here for cybersecurity tips. Great! We'll get to those in just a minute.

First, let's deal with that elephant that's just walked into the room. Yes, we specialise in VoIP phones and unified communications (UC) technology. We have done for more than 10 years now. So… if that's our wheelhouse, why are we talking about potential security issues?

The answer's simple: because we take cybersecurity seriously.

We've chosen our three VoIP/UC platforms because experience has shown they're among the most flexible, feature rich and – yes – secure systems on the market.

But one of the key tenets of cybersecurity is to never assume you're invulnerable. Cybercriminals are a wily bunch, and they're constantly looking for new ways to exploit the systems we rely on. Assuming a platform is completely secure means letting your guard down – and that's when scammers are most likely to score a direct hit.

The fact is, even the biggest platforms are vulnerable to misuse. Take the spate of so-called "Zoombombing" incidents in 2020, for instance.

Zoombombing: an unfortunate case study

Zoombombing refers to when unwanted participants enter a video call – usually on the popular video conferencing app Zoom. Once in, these interlopers show lewd, suggestive or hateful material, intending to disrupt the session in question.

You might be thinking, "don't these people have anything better to do?". To which we say: good point… but don't underestimate the all-pervading power of stupidity.

You might also wonder, "how could this be allowed to happen?". Well, the answer to that question's a little more complicated.

One of the reasons Zoombombing took off is because it was so easy to accomplish. All the tricksters had to do was search for a publicly available Zoom link – perhaps a classroom session that a well-meaning teacher had posted on Twitter.

Other platforms allow for public link sharing, of course. But Zoom dropped the ball by making these links the only pieces of information required to enter a meeting. Because there were no other safeguards in place, the floodgates were left open for these gormless gatecrashers.

To Zoom's credit, it has since responded with more than 100 security updates, including implementing end-to-end encryption for all users, and – crucially – turning on meeting passwords by default.

But the damage had already been done. In the wake of these incidents, many companies and institutions banned the use of Zoom. And, in one notable example, an Italian TV channel was made to broadcast some very questionable material as it hosted a Zoom conference, live on air.

It seems most of these attacks were simply tired attempts at "trolling". Thankfully, we haven't heard of any data breaches that occurred as a direct result of a Zoombombing incident.

But if there's one thing we can all learn, it's this: next time a breach like this happens, it might not be so… ahem… "innocent".

Five steps you can take to protect your business and your data

As we've seen, no platform is invulnerable to attacks. Here are five simple ways to protect yourself as you communicate and collaborate in the cloud:

1. DO use strong passwords

Sure, this is like "security 101". But it's the simple stuff that's most easily forgotten, so it's important that we cover it here.

You know the drill. Use strong passwords that incorporate numbers and special characters. Don't use personal or public information as part of those passwords. And change them regularly – every two weeks or so.

Now wrap that up in a password policy and make sure your staff stick to it, whether they're working from home or the office.

2. DON'T use public WiFi

As we've said before, public WiFi is like the wireless Wild West . Users should, at the very least, be accessing services via their secure home WiFi system – preferably with a company-approved VPN (virtual private network) on top.

3. DO keep mobile devices secure

As flexible working becomes ever more normalised, IT managers have to manage an increasing fleet of unsanctioned, employee-provided mobile devices. If staff are using VoIP or UC apps on these devices, then enabling end-to-end encryption is essential. You might also want to limit their use to secure WiFi networks.

4. DON'T let security standards slip

Remember: a security policy is a work in progress – you should never consider it a complete document.

Treat your VoIP/UC system as you would your business's internal network or any other piece of critical infrastructure. This means keeping software and firmware up to date and conducting regular security audits to make sure you're keeping pace with the latest developments. You might also want to consider conducting cyberattack simulations, so you can root out any vulnerabilities before they're discovered by unscrupulous types.

Education is just as important. Keep staff up to date with any changes in your security policy, and run regular training sessions to ensure that standards are adhered to.

5. DO consider adopting a "closed-loop" system

One of the biggest boons of UC platforms is that they combine several services into single, easy-to-use communications dashboards. You no longer have to use different programs for video calls, instant messaging, phone conversations and the like. So as long as you trust the UC provider, you can – in theory – trust the UC platform itself.

But you should ask yourself: "is my UC platform as 'unified' as it seems?"

Perhaps there's a custom API integration your IT team knocked together. Is that as secure as you want it to be? And what about handsets… could they be a weak link in your otherwise-secure network chain?

If this is a concern, you might want to consider a system like Wildix . As well as providing exceptional security features out of the box, Wildix only works with own-brand handsets. This means that if there's a failure in the chain, the responsibility lies with Wildix alone to get things fixed.

Useful links

Learn more about our three VoIP/UC systems: Wildix , Microsoft Teams and Cisco Webex .

Want to discuss cybersecurity? It's a very important topic, so we're always happy to help out. Please don't hesitate to get in touch [link: https://www.yoozoom.co.uk/contact ] or check out our security-focused IT support packages .

(And while we're at it, why not sign up for our Knowledge Hub ? You'll get useful tech tips like this delivered directly to your inbox!)

4 use cases for WebRTC (you might not have thought of)

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 08 Apr 2022 08:00:03 GMT

There's more to WebRTC than video calls and chat widgets. Discover more cool uses for this incredible tech, ranging from healthcare to video games.

You might have heard of WebRTC, or it might mean as much to you as a Martian gossip mag.

Either way, you've probably used it.

WebRTC is a very clever piece of technology that underpins many popular software products.

Ever chatted to a mate on Facebook Messenger? Yep, that's WebRTC. Ever made a phone call using WhatsApp? You guessed it… WebRTC.

See, WebRTC stands for "Web Real-Time Communications". It allows users to communicate easily online via text, voice or video.

How can WebRTC help me?

Now, we're not all in the business of developing popular chat apps, so you might be wondering how it can help the rest of us.

Well, here's the thing. You don't need an app like Messenger or WhatsApp to make WebRTC work. The magic of WebRTC is that it requires no special plugins or software. You're good to go as long as you're using a compatible browser (Chrome, Firefox, Safari… the list goes on).

To harness the power of WebRTC, all you need to do is install a widget on your website. It can take as little as five minutes. Feels like we're living in the future, eh?

It should come as no surprise, then, that many businesses are already using WebRTC technologies to boost their customer service offering. After all, it makes things easier than ever for website visitors to seek help. All they have to do is press a button, and – et voila! – they're texting, talking or video chatting with a representative.

This is awesome. But it's not the only thing WebRTC can do. Far from it.

In this post, we're going to look at some of the other use cases for this remarkable technology. Bet you hadn't thought of these…

1. Remote medical consultations

OK, this isn't the most glamorous use case to start with. But it might just be the most impactful.

Say you're a GP (that's the British equivalent to an FP, American readers). You've been conducting more and more online consultations during the COVID-19 pandemic. And broadly, they're going well. They save time and resources. You want to do more.

But there are snags. Some patients don't have the technological skills to use video-conferencing software. Others have financial problems, so (understandably) don't want to use their valuable phone credit to call in.

Install a WebRTC button on your surgery's website, and the problem's solved. It costs service users nothing, and they don't need any complicated software to connect by video or audio.

2. Old-school auctions

Big websites like eBay have the online auction market sewn up. Every listing has the potential to reach millions of users. Traditional auction houses, though, can only reach the (relative) handful of people who make the trip to their location. How can they possibly keep pace?

You guessed it… WebRTC.

Just set up a video stream, stick a button on your website, and you're ready to go. Suddenly, potential buyers can join in on the fun, no matter where they live or whether there's a 50-mile-per-hour gale blowing outside.

This is especially useful for niche auctions, where interested parties are likely located many miles apart. You know, like ceramic hippo enthusiasts… or collectors of Kajagoogoo memorabilia.

3. Online education

The market for online education was growing even before the pandemic made us a nation of hesitant homebodies. The share of people who said they'd taken an e-learning course grew from 4% to 17% between 2007 and 2019 .

Now, you don't need WebRTC to teach and learn online. Pre-recorded lectures and course materials can be downloaded, for instance, just like any file you might access online.

But nothing beats the excitement and interaction of face-to-face lessons. WebRTC can't magically transport students to a shared classroom. However, it can do the next best thing – enable easy online video conferencing.

And best of all, you don't need a high-spec computer or phone to join in. As long as students can access a modern web browser, they can get learnin'!

4. Video games

Gaming is big business. REALLY big business. Like, bigger than the movie and music industry combined .

And. of course, tech companies are paying attention. Already, Google and Amazon have launched on-demand streaming services for games. They're called Stadia and Luna, respectively.

We'll give you four microseconds to guess the technology they use. Hint: it begins with a "W" and ends in "RTC".

Here's the issue. If you're being attacked by a goblin, you need to see it coming as soon as possible. And you need to bonk that goblin on the bonce before he steals your gold.

In other words, the computer that's streaming the game needs to show players exactly what's happening in real time, and as the player pokes their controller, these inputs need to be sent upstream with equal urgency.

If either side lags, it's game over.

That's why WebRTC is such a good fit for this new medium. Unlike older technologies, WebRTC links computers directly to one another, allowing for low latency in both directions.

Goblins, beware. WebRTC is here, and it's ready to play.

What's next for WebRTC?

Frankly, we don't know.

There are much cleverer people than us doing very clever things with this technology. We'll leave it to them to come up with the paradigm-shifting ideas, thank you very much.

For instance, the World Wide Web Consortium lists "decentralised internet", "virtual reality gaming" and "machine learning" on its list of potential new use cases.

Oh, and " funny hats " too. We're not sure about that one.

What we do know is this… WebRTC is here, it's great, and it already has tonnes of potential for web-savvy businesses.

Want to know more? Check out our VoIP phone systems, which all use WebRTC to facilitate voice and video calls .

And why not sign up for our mailing list while you're here? We'll send you interesting tech tidbits like this, direct to your inbox .

Does the UK have a ransomware problem?

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 05 Apr 2022 13:27:00 GMT

Explosive new research shows that UK businesses are most likely to pay up after a ransomware attack. But… why? Get the facts in our expert analysis.

Does the UK have a ransomware problem?

Simple answer: yes. Yes it does.

According to recent research , UK businesses have the worst record in the world for paying scammers after successful ransomware attacks.

And by some measure. The research found that 82% of British ransomware victims forked out to get their data back – 41% higher than the global average.

Something is very wrong here. And to understand why, we'll need to look at all sorts of possible factors, ranging from training to TOADs. (Yes, you read that right: TOADs.)

But first, the basics.

What is ransomware?

Ransomware is a form of malware that, once installed, encrypts its victims' files and applications. This data is rendered inaccessible until the victim pays a hefty fee – hence the name.

"Can't you just delete the ransomware?". No, it's not as easy as that. Ransomware gets its claws into everything – including the anti-virus software that could otherwise root it out.

It's bad enough when it infects a single user's computer. But ransomware doesn't stop there. These malicious programs are usually designed to spread over networks, so can soon render entire businesses inoperable.

Scared yet? You should be.

Why not just pay the fee?

It's easy to understand why businesses might choose to pay up after ransomware attacks.

See, the criminals who distribute ransomware know exactly what they're doing. So they'll usually demand a ransom that's within the reach of the organisation they're targeting. If every cyber pirate was asking for multi-million-pound bounties, it's unlikely they'd have much success.

Faced with the choice between hefty – but ultimately affordable – fees and the complete shutdown of their business, many choose the former.

But although paying the ransom might be reasonable… is it right?

Funding cybercriminals isn't a hobby we'd recommend pursuing. Morally speaking, it's right down there with tripping grannies and stealing candy from babies.

But there are practical implications too. The most obvious is that paying up proves it works. The more ransomware attacks are successful, the more popular they will become as a form of cybercrime.

Not only that, but it marks you as an easy target. If you pay up once, you can expect hordes of chancers to try their luck with their own scams.

We're not judging anyone here, though. Though data decryption tools exist, ransomware is often extremely sophisticated and difficult to crack. Many victims are – unfortunately – left with little choice but to cough up the cash.

What's with the UK, then?

Honestly, we're not sure quite why Brits are so quick to throw money at ransomware attackers.

What's clear, though, is that we're among the most vulnerable to internet swindlers. The research found that, of the UK businesses surveyed, 90% had fallen victim to at least one successful phishing attack. This was the highest proportion out of all the countries studied.

Phishing is a form of email scam where the scammer impersonates someone else. The idea is to trick victims into sharing sensitive data or installing malicious code. Phishing is one of the most common delivery methods for ransomware.

Could it be an educational issue, then? Are UK businesses failing to train their staff to identify cyberattacks and mitigate damage?

According to the data, it's a possibility.

The businesses surveyed were asked which security-related topics they covered in their training programmes. And guess what? UK businesses scored second worst for "email-based phishing" and third worst for "ransomware".

What's more, the UK was the worst of the bunch when it came to covering "password best practices", "multi-factor authentication" and "compliance topics" (such as GDPR).

It sounds like some of us need to take cybersecurity a little more seriously. But before we blame education entirely, we need to consider a few recent developments…

Unsettling ransomware trends

Cyberattacks have been increasing in frequency for many years now. And – surprise, surprise – many scammers used the global pandemic as an opportunity to launch new, COVID-themed attacks.

Coupled with this is a trend called "pandemic fatigue", which the WHO describes as "demotivation to follow recommended protective behaviours, emerging gradually over time".

Of course, the WHO is referring to things like mask wearing and social distancing. But it's easy to see how this fatigue could apply to our day-to-day handling of cybersecurity too.

The fact is, we're all exhausted, so we're more likely to let our guards down. Couple this with the fact that we've had to navigate new challenges like working from home, and you have a recipe for cybercrime success.

Not only that, but scammers are constantly coming up with novel ways to, well… scam us. For instance, 2021 saw cloud services being increasingly abused, with cybercriminals sharing malicious messages and documents across platforms like Microsoft 365 and Google Cloud.

There's also been a steady increase in TOADs. This slimy sounding acronym stands for "telephone-oriented attack deliveries", and sees scammers using phone calls to defraud their victims – often posing as technical support staff.

TOADs are nothing new, but their increase suggests users are – to a degree – wising up to email-oriented attacks. By exploiting "real-world interactions" like phone calls, perhaps internet tricksters are hoping to put victims at ease and catch them off guard.

How can I protect myself from ransomware?

As doctors have been saying for centuries, prevention is better than cure.

Ergo, the best way to prevent a ransomware attack is to educate users about their delivery methods. We all need to be vigilant and know the warning signs that help us identify scams.

As we've seen, however, scammers are constantly coming up with new and unexpected ways to steal our stuff. This means one-and-done training sessions aren't enough – education needs to be treated as an ongoing process. A tug-of-war between users and the thieves who are trying to defraud us.

But education can only go so far. It's inevitable that, sooner or later, a scam will reach an employee on an "off day" and find that weak link in your defences.

That's when you bring out the "cure" – backups.

By creating regular, secure backups, you can revert to a previous version of your systems and wipe away that encrypted, ransomed data for good.

Sure, you might lose a few hours of work, but that beats having to cough up £200,000 in ransom money.

If this all sounds like a lot of hassle, that's because it is. But, again, it's a small price to pay when you consider the risks that are out there.

Plus, you don't have to do it all yourself. Engage a trusted IT firm to handle cybersecurity, and you can relax in the knowledge that all the key defences are in place.

Our IT support packages have cybersecurity built in, including anti-malware software and long-term data backup in the cloud.

Plus, we've achieved ISO 27001 accreditation – the global standard for data security. Long story short, this means we know the tricks that cybercriminals use, and the steps we need to take to stop them.

Interested? Take a look at our IT support services to find a package that fits your business.

And why not sign up for our Knowledge Hub newsletter ? We'll send helpful tech tips like this straight to your inbox.

Unified communications: what can we learn from bees?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 28 Mar 2022 09:51:14 GMT

How many companies serve up bee facts AND business advice in one post? Learn about our buzzy insect pals and the incredible UC solution they inspired.

The world is changing. Fixed office locations and nine-to-five schedules are fast beginning to feel like relics of another age.

And as flexible working becomes the norm, we need new ways of keeping in touch with colleagues. Popping over to someone's desk and giving them a tap on the shoulder just isn't possible when everyone's working from home. (Unless you fancy a lengthy drive and a possible restraining order.)

Enter: unified communications, or UC.

UC solutions bring together all the communication and collaboration tools we need in our new, more flexible world. Everything is accessible from one central dashboard, so you avoid the faff of managing multiple logins and juggling different applications.

Need to send an instant message? Or call a colleague? Or set up a video meeting? A good UC platform should let you do this quickly and easily, all from the comfort of your dashboard.

What's all this about bees, then?

Well, that's because we're going to talk about one UC platform in particular. One that takes lots of inspiration from our busy, buzzy, laws-of-physics-defying friends.

It's called, appropriately enough, x-bees .

X-bees is made by Wildix – the same minds behind one of our favourite VoIP phone systems . Here's what they have to say about x-bees:

"[It's called x-bees] because bees are the most collaborative animals in nature. They are fast, productive and most of all, cooperative in working to expand their hive."

Makes sense. For bees, teamwork is second nature. Each member of a hive has a well-defined role and knows innately how to act in a given situation – whether it's gathering pollen or fighting off an invading horde of army ants.

X-bees promises to do the same for your business. It aims to make collaboration so easy, you'll hardly have to think about it. In short, it helps you be like a bee.

(Hopefully, though, you won't have to deal with an aggressive ant invasion anytime soon.)

Can improving our communication tools really bring out our inner bees, though? Obviously, we're not going to sprout wings and start bothering flowerbeds… but is there at least some truth to the claim?

Ladies and gentlemen, we're about to find out…

FACT: some bees work from home

It's true! While we think of bees as living in bustling hives, many species are solitary creatures. In fact, out of approximately 270 bee species living in Britain, around 250 are solitary bees.

These winged homebodies are quite happy to gather pollen and do other bee-y things from the comfort of their own nests. They don't even need a hive, thank you very much.

In this case, x-bees does a better job than the insects that inspired it. Because it has a raft of tools that help homeworkers connect to their hive… err, HQ.

Employees can access video conferencing, instant messaging and more, all from a single, easy-to-learn communications suite.

FACT: bees do long-distance communication

Sort of.

Like many animals, bees have access to an olfactory world that's beyond the capabilities of our underpowered human noses.

If a queen bee wants to send a message to her hive, she'll release a pheromone that's picked up by all the workers in the vicinity. As soon as they detect this special scent, they know exactly what to do.

Now, we can't rely on pheromones to communicate with colleagues, and we really don't want to think about how that might work anyway.

But – who cares? You've probably got a better communications solution in your pocket right now.

See, x-bees is built on clever technology called WebRTC . This allows it to work seamlessly across any internet-connected device – laptops, desktops, smartphones, tablets… you name it.

As long as you have access to a modern web browser, you can access x-bees. The whole platform is browser based, so you don't have to worry about platform incompatibilities or slow, bloated apps.

Pfft… who needs pheromones?

FACT: bees are serious about security

Remember we said queen bees use pheromones to communicate? Well, she's not the only one with this superpower. Worker bees use scent cues too.

If a worker is attacked, it lets out an "emergency" scent that lets her pals know they need to come to the rescue.

Suddenly, the aggressor isn't faced with a tiny defenceless insect, but a whole swarm of angry, buzzing bees, ready to sting.

Again, x-bees seems to have taken cues from its six-legged counterparts. Because, like the insects that inspired it, x-bees has robust security features built in.

And it's all thanks to that clever bit of tech: WebRTC.

Because WebRTC allows communications tools to be delivered in-browser, x-bees is inherently more secure than its software-based competitors.

Most browsers include cutting-edge security safeguards as standard. The biggest browsers, like Chrome and Safari, have whole teams of security experts working to identify and fix flaws.

Can you say the same for your instant messaging app? Or your video conferencing software? Probably not.

X-bees takes the features of these disparate programs and delivers them using your browser's built-in encryption. Now that's a buzz-kill for any would-be hackers out there…

FACT: bees make terrible salespeople

[Body]

Bees are terrible at closing a deal. They just buzz about like they own the place, looking for nectar and stinging prospects at random.

Why are we telling you this? Well, because we've been saving x-bees' best feature for last – its incredible sales-boosting capabilities.

See, x-bees isn't just any UC solution. It's specially designed to help sales teams generate and nurture leads, all from one intuitive, collaborative dashboard.

Here's how it works. You add a tiny bit of code to your website, which generates a chat widget or click-to-call button. This lets visitors get in touch with your representatives with a single click.

This could be via a text chat, voice call, or even video meeting.

In any case, they're routed through to the x-bees system, where your sales team can work their magic, providing useful advice and heaps of good old-fashioned charm.

And here's the really clever bit: x-bees remembers returning prospects, even if they're calling from a different device .

All chat histories are saved on a customer-by-customer basis. This means it's easy to recall pertinent details ("of course I remember your dog's name, Mr Smith"), or for other staff to step in if a colleague is absent.

It used to be that a dropped chat meant a lost lead. But with x-bees, you'll never lose track of a prospect again.

Sorry, bees. You just didn't stand a chance on this one.

What's next?

Want to know more about x-bees and Wildix's other awesome UC solutions? Check out our dedicated page here .

Love tech tips and news? Or convoluted insect-based metaphors? Sign up for our Knowledge Hub mailing list , and we'll send you more! (But no spam – promise.)

Wildix: more than just a VoIP phone system

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 25 Mar 2022 09:00:04 GMT

Wildix offers a powerful cloud phone system, but it can do so much more. Discover its hidden benefits and learn how it can help boost leads and sales.

Today, we're going to talk about one of our three favourite phone systems: Wildix .

What's so great about it? Well, Wildix is a very capable VoIP solution. But that's just one of its many talents.

See, Wildix is a bit like a Sunday supplement. It's lightweight, flexible and full to the brim with exciting features.

We've written about Wildix's VoIP capabilities before . So in this post, we're going to focus on some of the other things it can do.

(Spoiler: it can do nearly everything. Except make you breakfast. Maybe that's coming in a future update.)

Unified communications

Unified communications, or UC, is the big thing right now. Seriously, you can't walk down the street without talk of "CTI", "PBX" and "SIP trunking".

OK, that's not true. But in the world of business communications, it's very much the "in thing".

And for good reason. Because UC might just be the answer to that other big business topic – the rise in flexible working.

UC refers to a software solution that brings together several modes of communication. A good UC platform will let you send instant messages, start video chats and make phone calls with just a couple of clicks.

The benefits are clear. It's a faff to deal with multiple applications, all with their own passwords to remember and UIs to navigate. UC solutions cut out these little hurdles and let all the technologies – voice, video, and so on – talk to each other like old pals.

With a good UC solution, home workers can communicate and collaborate like they're in the same building. This means better productivity, and that means PROFIT.

But why is Wildix so special as a UC platform?

Simple. Its UC solutions are entirely cloud based and run directly in your web browser. This has two major benefits.

First of all, you don't need to install any software on site. If you've dealt with large-scale software installations before, you'll know they're nothing but hassle. Things will go wrong, and if you don't have an expert IT team on standby to fix the issue, they'll stay wrong.

A browser-based solution isn't infallible. But with software updates and maintenance happening within the cloud, rather than at your HQ, it's much, much easier to handle.

Secondly, it's more portable. If you own an internet-connected device, be it a Mac, PC or smartphone, chances are you can access Wildix. As long as it can run a modern web browser, you're good to go.

This is especially important in our new, more flexible world. It means you can reach colleagues, wherever they are – at the office… on the train… tucked up in bed pretending to be hard at work…

Website chat widgets

You've seen these before. You click onto a website and a little face pops up offering help.

So far, so whatever.

But before you scroll on, get this. Wildix can take these little points of contact and turn them into service-boosting, lead-generating machines.

Here's how it works. You generate a bit of code and add it to your website. This takes all of about… five minutes?

Visitors will be presented with a chat widget or a click-to-call button – up to you. They give it a tap, and – voila! – they're talking to one of your representatives, via text, voice or video.

That's right. They can video chat right from their browser, with no need for additional software or plugins.

This is thanks to some ingenious technology called WebRTC. We don't have time to go into all the details here, so let's just say it's magic.

And – believe it or not – that's not even the really clever bit. See, all these chat sessions can be routed to another Wildix solution called x-bees.

X-bees is a UC solution designed especially for sales teams. It lets your salespeople handle communicate, collaborate and talk to customers, all from the comfort of their web browser.

And through some more software sorcery, x-bees remembers customers between sessions even if they're using a different device .

Suddenly, pulling rabbits out of hats doesn't seem all that impressive…

Integration, integration, integration

If you need your business communications solution to integrate with existing software, Wildix should be your first port of call.

Wildix's software engineers might just be the busiest in the business. At the time of writing, the company's website lists 60 confirmed integrations, and they're constantly working to add more.

Say you already have a Microsoft Teams subscription. You want to move your cloud phone system to Wildix, but you're worried you'll face a mutiny if staff are forced to learn a new system.

Well, good news. Wildix is designed to integrate seamlessly with Teams.

This means staff can use the system they're used to, while Wildix works behind the scenes to add advanced VoIP features to teams – like call reporting, call recording, and better hardware support .

Or maybe you're one of the 150,000 businesses that use Salesforce. Yep, Wildix works well alongside the popular CRM system, pulling customer data into its own lead nurturing and contact management tools.

It even integrates with security systems. And with niche software, like SystmOne – a clinical system that's popular with doctors in the UK.

Ahh. Isn't it nice when the pieces just fall into place?

And there's more…

Honestly, when it comes to Wildix's many features, we've only just scratched the surface.

We didn't even mention that its cloud telephony solution nets you unlimited free calls to UK landlines and mobiles.

Or how it can help you host webinars that actually generate worthwhile leads.

Or its mind-bogglingly innovative retail headset technology , which literally tells floor staff where interested customers are .

So, first things first, we recommend you visit our dedicated Wildix page and learn about all these cool features for yourself .

Fancy talking about how Wildix can help boost your business? Great! Just get in touch for a free, no-obligation chat.

And stick your name on our mailing list while you're at it. It's called Knowledge Hub because we never serve up spam – only interesting tech tidbits like this.

VoIP phone systems: the ULTIMATE battle of the brands

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 21 Mar 2022 18:29:06 GMT

It's the fight of the century. We compare SIX of the top cloud phone solutions, including Zoom, Webex and Microsoft Teams. Which will come out on top?

If you've been following this blog, you'll know we've written about choosing a VoIP phone system before.

For the first battle, we pit Wildix against Microsoft Teams . (Turns out they get along just fine.)

Then, for round two, we threw in another competitor – Cisco Webex . But that was all in preparation for round three – the battle royale. Yes, this is where we break all the rules. We're going to throw SIX of the most popular cloud communications solutions together to duke it out. If you're of a nervous disposition, look away now. Blood may spill.

1. Wildix

Nickname

The Estonian Stunner

Strengths

- An affordable and highly scaleable browser-based platform

- Can be used as a software-only solution

- Integrates well with key business software

- Has a suite of innovative tools available to help boost sales

- Awesome handsets

- Unlimited free calls to UK landlines and mobiles

Weaknesses

- A relatively little-known brand – may be off-putting for some users

- Lacks widespread adoption

- Can be difficult to set up

Verdict

A capable and flexible fighter. Great for SMEs in particular, but scaleable enough for any web-savvy business.

2. Microsoft Teams

Nickname

The Bluechip Bruiser

Strengths

- Well liked and widely used

- Intuitive, user-friendly interface

- Integrates seamlessly with Microsoft's cloud-based software suite

- Advanced video conferencing features

- Incorporates innovative technologies like Cortana text-to-speech

- Cutting-edge security from Microsoft, one of the biggest tech companies in the world

Weaknesses

- Collaboration can be difficult outside of the Microsoft ecosystem

- Capabilities overlap with other Microsoft apps

- Requires on-site software installations for the best experience

- Limited VoIP features and handset options

Verdict

A relative newcomer, but already a heavyweight. Teams is a solid, easy-to-use option for businesses of all sizes – especially if they already use Microsoft's cloud suite.

3. Cisco Webex

Nickname

Silicon Larry

Strengths

- Cisco is a hugely successful and widely trusted company

- Software is feature rich and easy to use

- Powerful and intuitive collaboration capabilities

- Works with a wide range of VoIP handsets

- Unlimited free calls to UK landlines and mobiles

Weaknesses

- Not the cheapest platform on the market

- Missing integrations with several key apps

Verdict

When it comes to features, Webex runs rings around most of the competition. But it's best for bigger businesses – it might be overkill for SMEs.

4. Nextiva

Nickname

WRECKtiva

Strengths

- Integrates well with key software like Hubspot and Salesforce

- Powerful auto-attendent scripting features

- Pricing structure is designed for cost-effective scaling

- Users report excellent uptime and audio quality

- A wide range of good-quality first-party handsets

Weaknesses

- Not the most secure solution on the market

- Nextiva's mobile apps are said to be unreliable

- Starter plans are a little pricey

Verdict

A good all-around contender. But be prepared to invest in third-party security solutions if you want total peace of mind.

5. 8x8

Nickname

Two-by-four

Strengths

- Like Nextiva, it has great auto-attendent functionality

- Boasts excellent security, out of the box

- Managers can access detailed analytics

- Cheap pricing tiers are available for small business users

Weaknesses

- Users have reported dropped calls, despite having fast internet connections

- Some key features are complicated to use

- Not the easiest platform to set up

Verdict

8x8 is going for grassroots support with competitive SME pricing plans. But will that see it through to the final round? Its tricky UI and intermittent dropouts might be its downfall.

6. Zoom

Nickname

The Pandemic Punisher

Strengths

- Extremely easy to use

- Nails the basics – VoIP, video, instant messaging, webinars…

- Intuitive integrations with novel "app store" approach

- A popular and widely adopted platform

Weaknesses

- Zoom's native VoIP offering is still young

- Key services are sold as bolt-ons – may prove pricey

- Web app has limited functionality compared to desktop app

- Some have raised privacy concerns as a result of "Zoombombing" incidents

Verdict

The fast-rising star of the VoIP world, Zoom saw a huge spike in users during the COVID-19 pandemic. Its intuitive interface gives it a fighting chance, but it's still playing catchup on VoIP and other key features.

The final results: who wins?

OK, time to 'fess up. We knew our favourites from the beginning – Wildix , Microsoft Teams and Cisco Webex .

But before you cry foul, allow us to explain.

We've been in the cloud communications game for a long time – more than a decade, in fact. In tech years, that's about three centuries.

So we know a good solution when we see it. We have our favourites, sure. But they're our favourites for a reason.

We've chosen our three cloud phone systems because experience has proven that they're secure, reliable, and provide all the features that web-savvy businesses need. (Oh, and let's not forget – they're all on the Gartner Magic Quadrant for UCaaS.)

Each has its pros and cons, but that's why we haven't put all our clouds in one basket. Between Wildix, Webex and Teams, we're able to provide a solution to suit any organisation, no matter its size or sector.

Still, we hope you found our analysis useful. We're hardly unbiased observers, but we've tried to be as fair as possible in our judgements.

The fact is: no VoIP solution is perfect. Switching to a new phone system is a big decision, and it's important to weigh up their strengths and weaknesses carefully.

Need a little help? Feel free to get in touch .

We might have our favourites, but – above all – we just love to talk tech. And we don't do hard sells. It's just not our style.

Useful links

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The best video conferencing solution you've never heard of

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 21 Mar 2022 17:37:54 GMT

We all know Zoom and Microsoft Teams, but what about the underdogs? Discover another great video conferencing solution that might just run on MAGIC.

Alright, you've got three seconds. When you think "video conferencing", what software comes to mind?

Three, two, one… times up.

What did you think of? Microsoft Teams, maybe? Zoom? Perhaps Google Meet?

We'd be willing to bet it was one of the above. Because, while the boom in virtual meetings is a relatively recent phenomenon, these three have already emerged as the top players.

But we're not going to focus on any of these today. We're going to talk about a video conferencing solution that you've probably never even heard of. (What can we say? We're mavericks.)

And when you discover its stand-out feature, you'll feel like it's been conjured into existence by some strange act of software sorcery.

It's called, appropriately enough, Wizyconf . You know, like a wizard. Because magic.

What can Wizyconf do?

Look, we're not here to rag on your Zooms and your Microsofts. Their video conferencing software is popular for a reason – it works.

And we're big fans. Especially of Microsoft Teams – we're an accredited Microsoft Partner, after all.

So, if these options work well and are widely used, what's so special about Wizyconf?

Well, for a start, it's just as feature rich as any of the big players. See for yourself…

OK, so you might be thinking, "sure, it's got all the expected features. But everyone uses Teams or Zoom, so I'll stick with what I know, thank you very much."

Ah, well this is where things get really magical…

What can Wizyconf do (that its competitors can't)?

Wizyconf's USPs are its ease of use and speed of setup.

Seriously, we've never seen anything like it. You can go from planning a meeting to hosting that meeting in about… say, 30 seconds?

And best of all, remote attendees don't need to download any additional software or plugins. Wizyconf is designed to work in any modern browser, right out of the box.

PC, phone or web-connected toaster… it doesn't matter. Just click the link, and – bingo! – you're doing business.

"But Teams and Zoom have web applications too," we hear you say.

Sure, but they're not designed with browser access in mind. To get the full experience, you have to install the software. And if you try to stick with the web app, they'll nag you until you install it anyway.

Even Google Meet, which is similarly browser orientated, makes it a hassle for non-Google accounts to get involved.

Not Wizyconf. It's built, from the ground up, for ease of access. No "sorry I'm late, I was downloading the app". Or "call IT, Zoom is playing up again". It just works, as Apple used to say.

What's the secret?

If we didn't know better, we'd say it was genuine magic. An esoteric incantation by a coven of coders-cum-conjurers.

No. It's not real magic, but it's close to it.

Wizyconf works on some very clever technology called WebRTC. Long story short, WebRTC allows for instant video or audio communication between web-connected users. No downloads required.

Web Real-Time Communication, to give the tech its full name, was developed by Google and quickly adopted by all major browsers. It's now a recognised standard, recognised by the IETF and W3C.

Wizyconf is special because it's built entirely around WebRTC. This means no software, no bloat and no nagging updates – when you update your browser, you get the latest implementation of WebRTC along with it.

And we haven't even got to the best bit yet. Because Wizyconf uses WebRTC as its foundation, it's secure by design .

We won't get into the intricacies of online security here. That would require a whole book, never mind a blog post.

But in simple terms, WebRTC is secure because it requires no additional software. It's inherently less vulnerable to nasties like viruses and spyware.

Plus, data is sent directly from browser to browser, using solid built-in encryption. This means no rerouting or middle servers (i.e. no additional steps where things can go wrong).

What about webinars?

Of course! Who doesn't love a good webinar?

Seriously, though. While webinars can be useful for generating leads and sales, they hardly get us excited like they used to.

Yes, webinar burnout is real, and we're all feeling it.

Well, this is where we reveal another of Wizyconf's trump cards – a clever piece of companion software called Wizywebinar. (We know. Creative name…)

Wizywebinar is built on similar technology to Wizyconf. However, it introduces one showstopping new feature: CRM integration.

This makes it really easy to gauge interest and keep in touch with attendees. You can hype up registrants before the webinar happens. You can email them afterwards to keep their interests piqued and nurture leads.

It's a simple feature, but a powerful one. No longer will your webinars be one-off sales squibs, but genuine events .

Honestly, we're just scratching the surface here. Wizywebinar is full of cool features, and it probably deserves its own blog post. Watch this space.

Is Wizyconf the Zoom challenger we all need?

Well, that all depends on what you're looking for.

If you tend to use video conferencing mostly within the confines of your business, then fine – it might be best to stick with what you know.

If, however, you regularly hold meetings with external stakeholders, Wizyconf is worth considering.

Just imagine. You could forever avoid those time-consuming conversations…

"Are you on Teams?"

"No, we use Zoom here."

"Oh, OK. Let me download the software. I'll send you another link."

Sounds dreamy, right?

Next step: check out our Wildix page for all the info on Wizyconf, Wizywebinar and about a gazillion other cool features.

And while you're here, why not sign up for our Knowledge Hub ? It's not your typical newsletter – we'll send you 100% certified FRESH tech tips, without any of the annoying spam.

X-hoppers: is it the hero our high streets need?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 21 Mar 2022 16:45:03 GMT

X-hoppers – superhero frogs or the high street's saviour? Discover this next-gen retail headset system and learn how it can boost your in-store sales.

Quiz time! Can you guess what "x-hoppers" refers to?

A) A shrewd squad of anthropomorphic frogs, here to rescue our high streets from the wily Dr Web.

B) Cyborg shop assistants who can contact each another instantly thanks to clever microchips.

C) A cutting-edge retail headset system that can save time and boost sales.

If you answered "C"… ding ding! That's correct. Well done.

If you answered "A" or "B", well you're not exactly wrong. (Except for the part about anthropomorphic frogs. We made that up.)

x-hoppers is a retail headset system, and a very clever one at that. It does allow for instant communication between staff, too, along with a whole bunch of other futuristic features.

As for saving the high streets… well, that remains to be seen. But we think it has a chance.

See, x-hoppers was built from the ground up to help bricks-and-mortar stores compete in a world where eCommerce rules the day.

We'll get to the hows and whys in a moment. But suffice to say, it aims to combine the agility and accessibility of the internet with the good-old-fashioned, face-to-face service you can only get in proper shops.

If you operate a retail location, listen up. Your knight in shining armour is here. And would you believe it… he's hopping!

What is it and how does it work?

x-hoppers is a retail headset system created by Wildix. You know, the same team who dreamt up one of our favourite VoIP phone systems ?

Imagine all your floor staff have headsets. If they need to report a spillage, say, or check a customer query, they can simply press a button, and – bingo – they're chatting to their colleagues.

"Pfft", we hear you say, "I've heard of walkie talkies. Had some when I was a kid. Big deal."

Yeah, we did too. They're cool. But x-hoppers is way, way cooler.

See, while x-hoppers headsets might, on the surface, look like your common-or-garden call-centre kit, they're underpinned by some mindbogglingly clever tech.

We could simply list all the features here, but – honestly – that wouldn't do the system justice. Instead, let's imagine a few scenarios where x-hoppers could, err… hop to the rescue.

Scenario one: I'm interested in this product but nobody's around so frig it I'll buy it from Amazon

Ah yes, the perennial problem – the fickle, web-savvy shopper.

They pop into your store to have a browse. They might make a purchase, if you can close the sale, but they know full well they can get it cheaper on the internet. If nobody's around to help them, they'll check Amazon and – ping! – with a quick tap, it's in their online basket.

No disrespect. From a consumer's point of view, this is just smart shopping. Heck, we've done it a few times ourselves.

To reach these customers, you have to rely on the high street's trump card – great customer service. But this means having staff positioned like ninjas, ready to strike with a big, helpful smile.

Here's where x-hoppers can help. All you have to do is print out a QR code and display it next to the product – we recommend making it part of the price tag.

Customers can scan this QR code with their smartphones. This takes them to an online info sheet where they can "hmm" and "aah" over the details, safely away from the clutches of Amazon.

And – here's the really clever bit – the x-hoppers system will alert any staff in the vicinity, who can swoop in to proffer their charming customer service skills.

It's a win-win. Shoppers can access the in-depth product details they expect, and you can enjoy more in-store conversions because staff always know where the interested customers are.

Scenario two: Simon is twiddling his thumbs on aisle four

It's not Simon's fault. When footfall is slow, there's often nothing for him to do. You can only straighten the shelves so many times, after all.

Armed with an x-hoppers headset, however, he'll never have a dull moment in his day.

Remember we said x-hoppers was created by Wildix, the telephony specialists? Well, the company has made sure that its headsets integrate seamlessly with its VoIP phone system.

This means, if you use Wildix in your stores, any member of staff can pick up incoming calls. They don't need to be near a phone handset. They can just press a button and – bingo! - they're talking to Eric from Southend-on-Sea.

The benefits are clear. Simon will feel useful and engaged, even if he hasn't seen another person for three hours. You, meanwhile, will reap the fruits of improved staff efficiency and improve your customer service offering across the board.

Scenario three: we just can't get the staff…

OK, so we've helped Simon make use of his downtime. But what about the opposite problem – when you just don't have enough staff to get stuff done.

As we write this, the world is reeling from an unprecedented labour shortage . We no longer say "we can't get the staff" in jest. For many businesses, it's a painful reality.

Again, x-hoppers could offer a ray of hope.

As we've seen, x-hoppers can empower your existing workforce to work more productively. It can allow for agile responses to customer interest, easier multitasking, and better communication all around. No longer do you have to have employees on hand just in case . As long as they're wearing their headsets, staff will always know where the action is.

But it has another trick up its sleeve. With x-hoppers, shop assistants don't even need to be in the same store to offer their services.

Remember those nifty QR codes? Well, you can set those up to connect customers to off-site call-centre staff. Clever, eh?

With a quick scan, customers can be chatting to a representative in a matter of seconds – via audio or video. And thanks to ingenious WebRTC technology, they don't even need to install any software.

Imagine the possibilities. Suddenly, workers who are miles away – even countries away – can work together seamlessly. You could even dedicate a whole contact-centre team to in-store queries, and let your floor staff concentrate entirely on restocking and handling cash.

Is it going to save the high street?

Well, that remains to be seen. But by combining the best of online and retail shopping, we think it's a boon for consumers and business owners alike.

As more shops adopt the technology, there'll be a period of uncertainty, for sure. Customers and staff will need time to adapt to the new system.

But we've done it before (remember when self-service checkouts were introduced?) and we can do it again.

Potential teething troubles aside, we can very much imagine x-hoppers being the future of bricks-and-mortar shopping.

Want to get ahead of the competition? Book a free, no-obligation chat to discuss how x-hoppers can revitalise your retail operation. [link: contact pop-up]

Need more info? You can learn more about x-hoppers here .

And while you're at it, why not sign up to our Knowledge Hub? We'll send you 100% useful tech tips, guaranteed.

How to start a virtual call centre

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 07 Mar 2022 09:00:11 GMT

Become an expert in how to start a virtual call centre with our ultimate guide for SMEs and IT managers. See why 58% of businesses are turning virtual.

After adapting businesses to lockdown and widespread remote working , you might be evaluating your current situation and considering what this could mean for other aspects of working.

With remote workforces becoming a rapidly growing trend across the UK, companies nationwide are now converting their existing on-site hub to an entirely virtual process. Even more are actually establishing virtual call centres from the outset, seeing the potential for the market. In 2022 , UK remote workers will represent 52% of the British workforce.

Not only are these valuable alternatives to cramped office conditions, but virtual call centres can even promote sales productivity and facilitate greater employee retention rates by aiding that work-life balance.

So, if you want to know how to start a virtual call centre, it's important to understand it’s not a one size fits all kind of deal. You need to consider the right agents, processes, and resources for your intended goals. But that doesn’t mean it’s impossible. In fact, did you know that T-Mobile set up a virtual hub of 12,000 call centre employees practically overnight? It can be done!

With that in mind, we’ve put together this blog outlining what a virtual call centre is, the advantages for businesses, what you need to know, how to start, how to onboard, and where to go from here.

Let’s start with the basics: What is a virtual call centre?

Similar to on-site call centres, a virtual call centre is a team of customer service and/or sales representatives who represent the company over telephone communication with clients and customers of the company.

The difference between a physical call centre and a virtual call centre is that the operators or representatives are not sat in a physical office at one of the company’s locations. They’re often at home, working remotely, or anywhere else that offers a stable internet connection and the resources to speak with customers over the phone.

And why do businesses even need a virtual call centre?

Businesses, established and new, need call centres to support existing customers or attract potential. But for SMEs looking to reduce overhead costs in a budget or expand their employee base, virtual call centres are the obvious choice.

Not only do these eliminate the need for running a brick-and-mortar physical office, but virtual call centres are indeed the future of customer service. In a Gartner report , industry experts predict that more than one-third of call centre representatives will be working from home by 2023.

And why? Well, since you asked so nicely, let's break it down:

• It offers you the ability to expand your current business hours and reach international customers
• It eliminates overhead costs for office spaces and equipment
• It makes supervising call centres easy with live feeds of call activity and messaging services
• It expands your current talent pool across the world
• It's more accessible for disabled employees
• It's a huge influencer in reducing employee turnover

Right, so: How to start a virtual call centre

Ah yes, the big question. To get started, there are some things you need to consider:

1. What is your call centre’s purpose? Is it sales? Customer support?
2. Choose your cloud-based software. Can you integrate your existing software?
3. Establish your workflows. (Top tip: Integrate these with your purpose)
4. Make the most of all your software features (and make sure your employees are trained in them too!)
5. Work out the equipment that your call centre employees should have in their remote work – headsets and mics, stable WiFi, a computer, access to your software.
6. Now, find your team! With a virtual call centre, you can advertise vacancies all over the world.
7. Use automatic KPIs and metrics to measure the centre and employees’ performance.
8. Design a protocol for software onboarding for your employees.

On that note, how do you onboard virtual call centre software?

Cloud technology, the future of IT if you ask us , is exactly what facilitates all this. Using cloud-based phone systems, call centres can connect representatives with customers around the globe, regardless of time zones. This also keeps the network of managers and colleagues interacting and communicating.

And it is super easy for you to set up! (Yay!)

It can take as short as just a few minutes and the software is ready to go. To get onboard your new virtual call centre software, there are just a few steps to take:

1. Read through any and all tutorials or guides
2. Establish your virtual telephone numbers
3. Choose your IVR numbers
4. Create profiles for your teams and agents
5. Integrate your chosen KPIs and metrics
6. Scroll through the activity feed to get to grips with it
7. Launch tags for calls
8. Activate any software or tool integrations

Know you know how to start a virtual call centre, are you ready to take the leap?

Yoozoom is the leading specialist in the UK, providing business cloud phone systems with humour and fun! We know that the current competition is dull and lacks the personality we seek to inject into the industry.

Our high-quality and secure telephony and managed IT services are directed at businesses and call centres that need reliable services but want to experience the people-focused side of the sector. Yoozoom is a recognised Microsoft Dynamics reseller with our own on-site servers. Although the services we offer are industry-leading and professional – we will never offer you boring!

Providing VoIP management, call centre software, cloud telephony services, IT managed services, and cloud migration, you can’t go wrong by choosing YooZoom. We are proud to be local, UK-wide, and provide flawless customer service that goes beyond the copy and paste template. We are committed to people and personality.

If you’re a call centre manager, IT manager, or SME with 10 - 500 users, get in touch with us today about our services or join our mailing list for more in-depth insight into the industry from our experts.

10 Reasons to hire an IT Consultant for your Business

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 28 Feb 2022 09:00:11 GMT

Every business needs to be able to meet today's complex IT challenges - so here's why you need to hire an IT consultant to keep you ahead of the pack!

Why hire an IT consultant you say? Well, the fact is, your business is dependent on you staying one step ahead of the game when it comes to tech. And no, that doesn't mean having a working printer. You need a comprehensive set of robust, cost-effective, market-ready, security-conscious digital solutions that allow your business to thrive. Already feel in need of a coffee? Well, buckle up as we explore just ten of the reasons you need to hire an IT consultant!

1. Your team is still suspicious of email and thinks the internet's a passing fad...

OK, they may not be actual Luddites or even that behind the curve, but the fact is that the tech world is completely dizzying. New apps, new systems, new deployment mechanisms, new security challenges, new customer demands... when the field keeps advancing, it's almost impossible to keep up AND do your own job at the same time. Never fear though. A great IT consultant will live and breathe the wondrous world of tech and know what will make sense to recommend to your business so it can meet its objectives. Trust your IT consultant and let them do the heavy lifting when it comes to trawling through tech trends, nice-to-haves and necessities!

2. You need to hire an IT consultant to focus on your core business

You've hired high performers and great talent. You've got hard-working teams. Your functions are working hard towards a defined strategy. We get it. Who has time to take IT on board as part of their roles? If your staff are better placed focusing on their operational objectives, then enable them to do this and to service the needs of your customers. You can hire an IT consultant to take care of your IT infrastructure and monitoring, and free up everyone else's time to do what they do best.

3. Change is afoot - just hire an IT consultant already!

Winter is coming... or at least, your business processes need to change. Whether it's to nab an opportunity or to quickly backtrack from the wrong direction, your business processes can make or break your operation. Most businesses are working hard to completely re-engineer their processes after Covid and also as customer's start to demand different things. To get this right, an IT consultant can guide you through the tech requirements of your strategy, and make sure it all links in. Less wasted time. Zero wasted budget.

4. There's no backup or disaster recovery in place

No, having Dave on the front desk ring the boss if the systems go down isn't a disaster recovery plan . Equally disappearing for a brew and hoping for the best if your network crashes probably won't fly either. The future of your business relies on having solid data backup - ideally off-site - and an equally solid disaster recovery plan . Not only will it safeguard your business, but in many industries, this kind of robust approach can help you to win business - especially if you are dealing with third-party or sensitive data. So hire an IT consultant and task him or her with taking on the work! Boom - done. You can go back to planning that 'networking lunch' now.

5. You're worried about data security

Remember that time Mel in accounts thought she was opening a load of cute animal pics and got hacked? Well, data security is no joke - and it's on the rise. The cost of a data breach can run into the millions and nearly 70% of small businesses were hacked in the last 12 months. [1] Don't risk it - hire an IT consultant to help you up to your security game and keep the wolves away from the door.

6. You want to upskill your training

Yes, it's great that your staff can use the internet so competently, especially on those entertainment and celebrity websites during their lunch breaks, but there's so much more potential! When you hire an IT consultant it can open up your employees' world when it comes to operating online securely, learning new systems, working faster and more efficiently or even just broadening their skills. Who knows, maybe one of them will delight you and build your next customer app. Or, you know, simply update that Excel spreadsheet you've been chasing for the past week.

7. It's time to invest in new tech

Many firms are using outdated tech and the costs rack up . PCs that are four years old tend to have 21 hours of downtime annually and cost 50% more to repair than a newer model. (2) That's a lot of thumb-twiddling for your unconnected employees! Hire an IT consultant to assess the damage..., er we mean, investment, and take your business forwards into the fray!

8. You have an issue and need urgent help

CALL IN THE EXPERTS! Yes, standing intensely around a flashing PC screen makes everything feel urgent and slightly reminiscent of a sci-fi TV show, but you need experts when you've got a serious IT issue. Don't risk your time and money by dithering, especially if you have a fundamental issue or a data breach of some kind. The quicker you act, and with the right expertise, the less the downtime - and the less the cost to your reputation and bottom line. Get that IT consultant on speed dial!

9. Your customers want more

They may not want a bouquet of flowers or a handwritten note with every order (Ok, they do, but no) - but your customers absolutely want slick systems, great experiences, smooth communication and excellent service. And your execs want a productive workforce that is high-performing and delivers its A-game at every turn like Marvel superheroes! Good news. IT consultants can help you to achieve these goals by putting the right tech and systems in place to make everything flowwwww.

10. You love a good cost-saving

Hey, who doesn't! Get your IT infrastructure right and you'll absolutely save money - on things like slicker kit, licensing arrangements via the Cloud rather than old-fashioned desktop solutions, off-site servers and back-up solutions, 'rightsize' tech that scales to your business needs... the lot! Your IT consultant is there to make sure you save money, up to your game, delight your customers and generally help your business to run even better. No, they won't collect your laundry or remind you about your better half's birthday, but other than that, they should be indispensable!

FIND OUT MORE

Yoozoom is the UK's leading specialist provider of business cloud phone systems. We provide high-quality, reliable and secure telephony plus managed IT services for businesses and call centres alike. We're authorised resellers of Microsoft Dynamics and have our own on-site servers for total peace of mind. The main reason our clients love us? Not only do we deliver our services with absolute professionalism, but we also do it with a sense of fun and enjoyment. We believe IT is anything but boring, and we're bringing it to life for businesses around the UK, with services that change their game! Find out more by contacting us, or join our Knowledge Hub for content that genuinely adds value as you sip that morning cuppa!

Sources

[1] https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/60943/the-cost-of-cyber-crime-full-report.pdf

[2] https://www.arcistg.com/impact-outdated-technology/

What Is The Metaverse All About?

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 24 Feb 2022 15:17:28 GMT

Are you wondering what the metaverse is all about? We try to get to the bottom of it and answer some important questions.

The Metaverse. That concept that we've all been hearing about, right?

It's a BIG concept that takes some effort to get your head around. We can’t promise anything, but hopefully, by the end of this article, we might have a better idea of what is the metaverse is all about.

What is the metaverse?

So. The Metaverse. It’s a phrase that many of us have heard thanks to Mark Zuckerberg. Back in October 2021, he rebranded the company as‘ Meta ’, which hints at his interest in the metaverse.

“We believe the metaverse will be the successor to the mobile internet, we’ll be able to feel present – like we’re right there with people no matter how far apart we are” - Mark Zuckerberg, October 2021

He isn’t talking about a specific piece of technology, but a world. Imagine the early days of the internet where people muttered about cyberspace. It’s kind of like that, but bigger. Way, way bigger.

It’s where there the real world and the virtual world are almost as one. You will have an avatar - which is a digital representation of you (no, we don’t know if you can make yourself look like Brad Pitt) which can play, talk, go to work, go shopping, attend social events such as gigs and so on. It’s a game, but it’s also reality.

Where did the idea of the metaverse come from?

Neal Stephenson, a science fiction novelist, created the term in his 1992 work Snow Crash . Characters in the story enter the metaverse through their avatars, which are virtual versions of themselves. Avatars in the metaverse can surpass reality and inhabit a virtual reality environment; but, in Stephenson's story, the metaverse served as an escape from a world that was dark, dystopian, and powered by predatory capitalism.

That sounds... less than ideal.

Pulling you into this world will be virtual reality or augmented reality which many of us are familiar with. It could be a combination of the real world and the virtual world - a little like Pokemon Go. You will be able to walk into virtual offices, sit down at virtual tables and collaborate with your colleagues - all from the comfort of your own home.

You may not need to worry about wearing big virtual reality headsets though. You would be able to play games such as Fortnite through the usual channels of gaming consoles and mobile phones and still be in the metaverse. The whole point of the concept is all of these digital worlds are linked together.

It also alludes to an economy that has been digitised, in which users can create, buy, and sell goods. Furthermore, in more utopian metaverse concepts, it is shareable, allowing you to carry virtual objects such as outfits or vehicles from one platform to another. In real life, you can buy a pair of trainers from a shop and then wear them to a concert. When it comes to online worlds, each platform has its own identity, inventory and avatar, which can only be used on that site. When we mutter about the metaverse, your persona is you - and it goes everywhere.

Who has their fingers in the metaverse pie?

Thanks to the rebranding of the Facebook parent company as 'Meta', we know that building the metaverse is a priority.

It has extensively invested in virtual reality through its Oculus headsets, making them cheaper than its rivals. It is also developing virtual reality apps for social get-togethers and the office.

Facebook likes to elbow in and buy up its competitors, but when it comes to the metaverse, they have promised to collaborate. We'll know how that pans out over the next decade or so, which is how long the 'true' metaverse is expected to take.

The chap who manages Epic Games (of Fortnite fame), is also rather keen on the idea. He’s sort of dipped his toes into aspects of it already, with Travis Scott playing a concert on there . Roblox is hot on it as well. They have a platform that allows lots of smaller games to connect to one much bigger.

Metaverse in business

Thanks to a certain nasty virus that has been doing the rounds, we have all learned that working from home is not only feasible but can be more efficient than dragging ourselves into the office every day. Microsoft has taken this on board, and are looking at how the metaverse and remote working can be combined.

Microsoft recently announced that 3D avatars and immersive digital workspaces will be added to Microsoft Teams , allowing businesses to create 'digital twins' of their actual offices for remote workers to access. This will be driven by Microsoft Mesh, a virtual collaboration tool that will be released in 2022 and will use VR and AR to construct digital places. Microsoft Loop, a new program, will enable remote workers to seamlessly move, synchronize, and share documents and tools digitally.

It is not just communication. There are several other business applications, ranging from teaching to distributing product demos to retail personnel. Nvidia's executives, for example, believes that investing in metaverse simulations of things like manufacturing and logistics will decrease waste and expedite better business solutions. At Yoozoom, we are relishing the idea of the business world becoming more efficient and will certainly be looking for ways to help businesses adapt and use new tech in their operations.

A newer, virtual reality

So, this new world that everyone is getting excited about, the metaverse. Will it be a reality, or will it blow out of steam? We don’t know. No one does. What we do know is that we are edging ever closer to it being a possibility and that the titans in the world of technology are making strides that only a few years ago would have seemed impossible.

How expert IT support can boost your Microsoft subscription

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 23 Feb 2022 10:20:49 GMT

Microsoft 365 is awesome, but is your business making the most of it? Learn how a trusted IT partner can help you supercharge your cloud subscription.

Isn't Microsoft 365 brilliant?

With a simple user-by-user subscription, you can access a whole world of business-friendly features. Web apps, file storage, collaboration tools… the list goes on.

We're big fans too. Not only are we accredited Microsoft Partners, but we genuinely think its cloud offering is the best around.

But, as mighty as it may be, it can't do everything . That's why we recommend engaging a trusted IT support partner, who can help you make the most of Microsoft's services, as well as helping to fill gaps that might be holding your business back.

And who's that trusted IT partner? Well, it's us. Of course. And we're going to tell you why.

Ladies and gentlemen, it's trumpet-tooting time…

1. Sometimes a "middle man" makes things easier

Alright, we know what you're thinking. You hear "middle man" and you picture a pointless go-between. Someone who complicates communications and slows down progress.

Yeah. We agree. That sucks.

But what if a middle man could actually make life a little easier? Say, by saving you the hassle of dealing with Microsoft support? Let's be clear – this isn't an attack on Microsoft. As we said before, we're accredited Microsoft Partners, and we're big fans of its software and tech.

But it's the same story with any super-sized corporation. Microsoft is just too big – and too busy – to offer a truly personal service.

That's where we can help. Sign up for Microsoft's cloud services with Yoozoom, and you get a dedicated account manager who knows your business, your budget and your favourite band.

Got technical questions? Often, we'll be able to answer them ourselves. If not, we'll liaise with Microsoft on your behalf. Just give us a call or email us a list of queries, and we'll sort it.

You, meanwhile, can go and put the kettle on. (Or, you know, do some work. If you fancy.)

If this kind of one-to-one service makes us a "middle man", then… yes, fine. Consider us the finest middle men and women this side of the Bering Strait.

We haven't even got to the best bit. Purchasing a Microsoft subscription through us comes with no additional costs attached . You pay exactly the same price you would if you went to Microsoft directly… and you get all the perks of a close working relationship.

2. Your IT will be in safe hands

We know, we know. We've heard all the stereotypes about IT workers. Those big, surly blokes in dimly lit rooms, who grunt "have you tried turning it off and on again?" while avoiding eye contact like the plague.

We can't promise that we'll never ask you to reboot (it works – and often!). But other than that, we're as far from the stereotype as you can get.

Working with us means enjoying no-nonsense, jargon-free support from genuine tech experts. We're a friendly bunch too – heck, if you make us enough tea, we might just talk your ear off.

"Sounds good," you might be thinking, "but there are only five of us in the office. I don't think we're big enough to need external IT help."

No matter. IT disasters don't discriminate by size. That's why we offer a flexible range of packages to suit every kind of business – from affordable, out-of-the-box solutions for startups to bespoke, enterprise-level support for those with especially complex needs. All packages include unlimited on-site or remote support, as well as access to our tech hotline, which is open 24 hours a day, 365 days a year.

Oh, and we nearly forgot. Your Microsoft 365 subscription is included as standard . Cheap as chips? Too right.

3. You'll benefit from top-notch security safeguards

Cybercrime is scary. Like, could-spell-catastrophe scary. If it's not giving you nightmares, you're not taking it seriously enough .

Of course, Microsoft knows the importance of good security. It's one of the world's biggest tech companies, after all, so it goes to great efforts to keep its cloud services secure.

But that's only one part of the puzzle. While your cloud connections might be watertight, that doesn't stop an employee downloading some dodgy ransomware or falling victim to a phishing scam.

That's why we include additional security protections with all our IT support packages. Choose our Business Secure suite, and you'll also get access to Microsoft's Advanced Threat Protection technology and long-term data backup services – just in case the worst does happen.

Plus, we're more cyber-security savvy than just about anyone . You can expect security best practices to be baked into every service we provide.

(Perhaps that's why we've written about it here, and here, and here, and here. You get the picture.)

Quick IT Security Wins

Protect Yourself From Cyber Criminals

How To Make A Cyber Response Plan

How To Protect Yourself From Ransomware

4. You can streamline and save cash

If you've read this far and you're still not convinced… well, allow us to reveal our trump card.

See, we don't just provide IT support. When you sign up with us, you're entering into a true, one-to-one partnership.

This means we'll be just as invested in your business as you are. Consider us part of your team – the part that eats, sleeps and dreams technology.

We'll start by getting to know your goals, your hurdles, and your current IT infrastructure. Then we'll deliver customised advice to help you overcome those hurdles and smash your goals like a tank in a china shop.

We'll suggest ways to streamline your tech and save cash. We'll offer advice on new technologies to spur growth. And we'll be available whenever you need us, to help with any hitches or just to talk tech.

And drink lots and lots of tea, obviously. We're big fans of Yorkshire Tea, in case you fancy stocking up. No pressure.

What to do next

Ready to partner up? Great! It's easy to book a free introductory chat online .

Want to know more? Read all about our IT support services here .

Fancy getting juicy IT news and tech tips, packaged up in easy-to-digest emails? Sign up for our Knowledge Hub here .

Cloud migration quiz: which strategy should your business use?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 21 Feb 2022 11:55:34 GMT

Do you know your SaaS from your PaaS? Take our quick cloud quiz and learn which migration model might be best for your business.

Are you considering a move to the cloud? Perhaps you know the basics but are confused by all the jargon about migration models?

Don't worry. We're here to make it simple. And, in the spirit of those classic teen mags of the 80s and 90s, we're going to explain it through the medium of a multiple-choice quiz.

It should only take a few minutes, at most. And by the end of it, you should have a clearer idea of the kinds of migration models available.

Ready? Remember to add up your As, Bs and Cs as you go, or use the interactive quiz above.

Question 1: what's the number one benefit you expect from cloud migration?

A) Reduced hardware overheads: running a data centre is proving too complex and costly.

B) Future proofing: I want to take full advantage of the flexibility and scalability that the cloud provides.

C) Simplicity: I just want access to key business applications without the faff.

Question 2: how would you describe the market in which you operate?

A) The market is slow or predictable.

B) The market is changeable or unpredictable.

C) Market volatility isn't a concern.

Question 3: to what extent do you rely on bespoke software applications?

A) We may use one or two bespoke applications, but the primary goal is to retain our existing software setup in the cloud.

B) We rely heavily on bespoke applications – they're essential to getting work done.

C) We don't use bespoke applications OR we use a few, but they can easily be replaced with off-the-shelf alternatives.

Question 4: how much disruption can your business endure in a move to the cloud?

A) Minimal disruption: we have an on-site data centre or complex software suite that needs replicating online as quickly as possible.

B) Some disruption: we'd rather wait if it means getting the biggest benefits for now and the future.

C) Can't I just press a button to make it all happen?

Question 5: what are your expectations in terms of costs?

A) I'd rather pay less upfront, even if it means sacrificing cost savings in future.

B) I'd be willing to pay more upfront to enjoy long-term cost efficiency.

C) I'd prefer a simple subscription model.

If you answered mostly As: lift-and-shift migration

What is it?

This migration model does what it says on the tin. You "lift" your existing software and "shift" it to the cloud, as-is.

What are the benefits?

Lift-and-shift migration suits organisations that are looking to deprecate their on-site data centres and replicate them in the cloud instead. If your main goal is to cut hardware costs, and you don't have the money or resources to modify custom software, this would be the best choice for you.

It involves minimal disruption, so most staff can carry on working while the migration process takes place. And with comparatively low upfront costs, it's a good option if you need things done quickly and cheaply.

What are the drawbacks

Despite sounding like an event in the World's Strongest Man competition, lift and shift isn't always the most robust option in the long term.

This is because applications are moved to the cloud without modification. They're not built to take advantage of the speed and scalability of cloud architecture, and – despite lower upfront costs – they can cost more to run than cloud-native applications.

That said, it's often still cheaper than keeping your own on-site data centre. Over time, you could save bags of cash because you're not paying to run, replace or maintain expensive server hardware.

If you don't need the flexibility of cloud-native software – because your sector is fairly predictable, for instance, or you simply don't use custom applications – then lift and shift could be the best option, on balance.

If you answered mostly Bs: refactoring or re-platforming

What are they?

We've grouped these two because they solve a similar problem, albeit in slightly different ways. Both involve moving bespoke software to the cloud in a way that harnesses the innate benefits of the cloud architecture – namely flexibility, scalability and ease of maintenance.

Refactoring means moving software to the cloud pretty much as-is, but making changes to its architecture so it can run natively on cloud infrastructure.

Re-platforming means rebuilding software from the ground up to take advantage of the cloud.

What are the benefits?

Refactoring and re-platforming are the preferred options for organisations that rely on bespoke software applications.

A simple lift-and-shift approach wouldn't do much good in these cases. When custom code is involved, agility and ease of maintenance are key. Lifting and shifting your applications only replicates – or worsens – the issues you face on site.

Rebuilding your apps for the cloud means being able to respond quickly to market changes. Long-term costs will typically be lower too – not only will you save on hardware overheads, but you can streamline your applications by taking advantage of cloud-native features you previously handled on site.

What are the drawbacks?

Both refactoring and re-platforming involve significant investments of time, resources and cash. Replatforming more so.

You'll typically enjoy reduced long-term operating costs. But these have to be balanced with the upfront costs and the disruption your business will inevitably face.

Of course, these costs can be managed. Only the bravest IT managers would consider rebuilding all their software in one go. Typically, you'll choose a few key applications to move to the cloud, based on the expected benefits that migration could bring. If you do want to go the whole hog, you'd typically do this in stages.

If you answered mostly Cs: switch to SaaS

What is it?

SaaS stands for "Software as a Service". It refers to software applications that are hosted remotely and delivered to users via the internet.

You'll no doubt have heard of a few examples. Microsoft Office 365, Hubspot, MailChimp, Dropbox and Slack are among the most popular.

What are the benefits?

If you want out-of-the-box software that just works , SaaS is the choice for you.

SaaS removes all the headaches from maintaining software suites. Because software is delivered online, you don't have to worry about updates, security or managing installations. And if something goes wrong, it's up to the service provider to sort it out.

Costs are easy to manage too. SaaS applications typically offer subscription pricing – you pay one, easy-to-manage monthly cost, and you can enjoy as much access as you need. You'll likely pay less than you would for an enterprise-wide licence on a static application, too.

What are the drawbacks?

Switching to SaaS applications has one major drawback: the lack of flexibility.

If the software is missing a feature or two… tough luck. There's little you can do except petition the service provider to implement them.

And if you do manage to apply hacks or inject custom code, you'll likely lose access to the support and updates that the SaaS company provides. Which… uhh… somewhat defeats the point.

SaaS is kind of in a category of its own too. Signing up for a SaaS subscription won't help you with data centre costs – though it does mean you avoid the cost and hassle of managing software installations on site.

For these reasons, switching to SaaS is a good option for small businesses that just want easy access to essential software at a good price. Or for larger companies that want to move select applications to a cloud delivery model.

How does the cloud migration process work?

We hope you found our quiz helpful. It's intended as a quick guide to help focus your thinking on cloud migration.

The thing is, any cloud migration model involves a fair bit of prep and planning. And – big disclaimer – the process can't always be broken down into simple A, B or C choices. Some businesses might benefit from a hybrid model – a little SaaS here and a little refactoring there, for instance.

So what's the next step? Well, that's where we can help.

We've been helping businesses with cloud technologies for more than a decade. We know all the tricks to help the migration process go smoothly, with minimal disruption and unexpected costs.

Get in touch with our experts for a free, no-obligation consultation. We'll chat about your needs and budget and get to know your business. If we don't think cloud migration is the right thing for you, we'll tell it to you straight.

Next, we'll dive deep into your systems, software and servers. We'll work hard to understand every facet of your infrastructure and help you put a robust migration plan in place. You'll have our expert support throughout the process – from planning, to implementation, to 24-hour technical help.

P.S. we're official Microsoft Partners and have more than 360 five-star Google reviews – and counting!

Check out our cloud migration page for more juicy info.

It's like the Wild Wild West out there. Check out these quick cyber security fixes.

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 21 Feb 2022 09:00:10 GMT

It's like the Wild Wild West out there.

Don't be a cybercrime target! These quick cyber security tips offer simple ways to improve IT and safeguard your business against IT threats.

Did you know that the average ransomware attack on a business costs thousands of pounds to fix? Wait, what? You own or manage a business but don't know *exactly* what ransomware is, other than it sounds faintly cowboy-like? We hear you. But the thing is, you just can't ignore cybersecurity if you own any kind of business or organisation. Profit-making or non-profit-making, selling awesome products or terrible cologne, cybercriminals just don't care. They want your money. They want your data. They are ruthless - and they never stop working to attack business systems and make them pay.

You have to stay ahead of the game. And that means being prepared, strategic and almost as deviously clever as your average IT cybercriminals (who could be located anywhere in the world, sitting in a cafe, drinking good coffee and attacking your systems on their laptop without a care in the world!)

Don't be a sitting duck. Here are some simple ways to improve IT security at your business, and to boost your cyber security credentials , with the tech equivalent of a moat and army.

1. Take your hardware inventory

Do you know those laptops that are sitting in the marketing cupboard, behind the flyers? Wait, you didn't? OK, it's time to do a thorough inventory of your business hardware - from phones to desktops - and then get a process in place for managing, recording and updating it. Without that knowledge, you could have things disappearing left, right and centre and you'd never know!

2. Do the same with your software...

There are automated tools for doing this - they scan IP address ranges (aka, anything in your business) and analyse the traffic to see what software and devices are being used. This will tell you what you've got and what people are using (it could be enlightening) and then give you the info to keep on top of things. Chances are you'll want to get some pretty clear software policies in place when you see how many employees are playing Tetris quietly when they're supposed to be updating that costing spreadsheet.

3. Get your configurations secure

Remove the 'crapware' from your machines, and any software that you don't need on your servers. It's spring cleaning time! Then ask yourself how many applications are needed on a machine for a staff member to do their job. Bin the rest! You need to be slim, agile and free from clutter - embrace the minimalist ethos and achieve software Zen with this 'rightsize' approach. From this point, you can get egress and ingress filtering in place, documenting all configurations and securing them. Yes, this sounds tremendously boring and it can be. So use an IT consultant who finds it truly fascinating.

4. Defend your boundaries!

Like a vigilant Western cowboy defending his boundaries, you need to deploy blacklists, whitelists, configure outbound controls and get an IDS system in place. Ten-gallon hat and spurs optional.

5. Security Audit logging time

Those audit logs need to be in place. And when they are in place, you need to monitor them to know what's going on in your network and identify any unusual behaviour.

6. Get your application software security sorted

This is another easy one - use Web application firewalls and then application layer security installed to protect every business application from a range of attacks. Learn this phrase ' Multi Factor Authentication ' (Click to learn more) as this will significantly boost your cyber security.

7. Think about your admin privileges

Not all of your staff need to be able to access everything. Some staff will need it all - but even they don't need to read Debbie in accounts emails, EVEN IF she has a lively and colourful life that's worth knowing more about. Make sure every user has different passwords and accounts for their non-admin and admin activities.

8. Passwords

YES WE KNOW that ' password!1 ' is easy to remember, but so do cybercriminals. And yes, there are default user names and passwords that save you so much time... but also, millions of pounds in stolen revenue every year right? Get a password protocol in place.

9. Have a clear data access policy

What data do you need to protect? Where exactly is it? Who needs to see it? How is it controlled? You need a policy ! That's great news. Everyone loves making a policy, right? If you don't, call in that IT consultant for a best practice model.

10. Upgrade your malware protection software

Work with your IT specialists to make sure your malware detection software is completely up to date and best in class. These systems aren't even expensive, but they do need updating and deploying across your network. Smile nicely at the team with the tech skills and they'll keep the cybercrime at bay.

11. Delete leavers - fully

Has an employee dared to leave your business? Make them pay. Well, not really, but make sure they are fully excited using a clear process. You must recover the devices that they have assigned to them via your audit and then revoke all privileges and user access. For a sobering case study, consider every business that ended up with a disgruntled ex-employee going to town on their branded social media pages...

12. Train, train, train

You need to build an IT awareness and safety culture and keep on top of communications that show your staff how important this topic is. Start a fascinating debate about malware in the canteen. Gather staff around for a brew on a Friday morning and entrance them with tales of computer viruses. Failing that, implement a solid training, development, communications and monitoring strategy that ensures your people are always up to date and know what's expected of them.

Get the help you need

If you are looking for professionals who can help you improve your cybersecurity, choose Yoozoom .

Yoozoom is the UK's leading specialist provider of business cloud systems. We offer a full range of services to businesses of all kinds and sizes, including our GAP analysis that can help to find weaknesses in your hardware and software and help you to better understand the opportunities and threats your IT systems might face.

Contact us to find out more or sign up to our mailing list for coffee-time newsletters that help you to run a better business. (No spam, we promise)

4 useful SD-WAN statistics for 2022 and beyond

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 14 Feb 2022 09:00:15 GMT

Get the latest data on SD-WAN solutions with our round-up of industry statistics. Learn about costs, adoption, market size and more.

So you've learned all about SD-WAN . And you've seen how it can help your business implement flexible networking that suits our ever-more-flexible working practices .

Now, let's have some fun. Let's kick off our shoes, loosen our collars and get to grips with some cold, hard stats.

(Yes, we're number nerds. Yes, this is the height of fun for us. Don't judge.)

In all seriousness, there are some interesting trends here that should – hopefully – help you decide whether SD-WAN is right for you.

So without further ado…

1. 93% of organisations are using multiple cloud platforms

Cloud services are more popular than ever, with a massive 93% of organisations reporting that they use multiple distinct cloud platforms as part of their business strategy.

That's staggering, but… hardly surprising, actually. After all, software-as-a-service (SaaS) applications like Salesforce and Slack are pretty much household names at this point.

What does this have to do with SD-WAN? Well, as we've covered previously, old-fashioned WANs like MPLS aren't built for the cloud . SaaS applications require always-on connectivity, and traditional WANs just can't cope with the bandwidth they demand.

SD-WAN, however, uses smart routing technology to direct traffic more flexibly and intelligently. The software can harness multiple connection routes, which it chooses based on factors like application priority and peaks in usage.

The result? Faster, more stable connections for users, and less stress on the network overall.

And with cloud adoption growing year on year , now is the time to prioritise network flexibility .

2. A quarter of businesses plan to increase home working

It will come as no surprise that more people worked from home during 2020 and 2021. We were, after all, in the throes of the worst global pandemic since 1918.

What might be surprising, though, is that many businesses are keen to continue the trend. In the UK at least, 24% said they planned to increase home working going forward, citing reasons like increased employee wellbeing and reduced overheads.

That's good news for homebodies but poses multiple challenges for network administrators. How, for instance, do you maintain security standards when customers are logging on to the public internet? As far as businesses are concerned, home WiFi is like the wireless Wild West.

You'll know the answer by now: SD-WAN .

Because it manages traffic in software, SD-WAN can harness all sorts of protocols – including employees' home WiFi connections – without astronomical hardware overheads. And, of course, everything is end-to-end encrypted, just like a traditional WAN.

"Like a VPN?" No, not quite. VPNs work on top of existing networks to encrypt and anonymise data. SD-WAN is the network, though it can be deployed alongside your existing WAN solution .

3. Switching to SD-WAN can cut costs by up to 84%

SD-WAN proponents often claim that it can cut network costs in half.

Now, we're big fans of SD-WAN – not least for its affordability. But even we were surprised when a statistics firm found that costs could be reduced by a whopping 84%. That's less than a quarter of the original sum. Wow.

To be clear, this was for the most extreme SD-WAN implementation. In this setup, administrators had "cut the cord" to their old-school WAN, and had used SD-wan via broadband only – even at HQ.

For many businesses, this all-or-nothing approach is – understandably – a step too far. Lots of administrators would rather choose a hybrid approach, using a traditional WAN like MPLS in their headquarters, while rolling out SD-WAN for home users and satellite offices.

But – hold onto your hats – even this hybrid model resulted in cost savings of 52%.

Cheaper overheads and more flexible networking? Excuse us for a moment – we need a strong cup of tea and a sit-down.

4. The global SD-WAN market is expected to grow to $8.4 billion by 2025

In 2020, the SD-WAN market was worth $1.9 billion worldwide. By 2025, this is expected to grow to $8.4 billion – an increase of more than 340%.

What's driving this boom? Well, the COVID-19 pandemic and the move to home working, for a start. And, more generally, the need for businesses to offer scalable, adaptable networking across devices and locations. SD-WAN is simply the most cost-effective way to achieve this.

Our prediction: SD-WAN isn't going to replace traditional WANs entirely. But we'll soon see hybrid solutions – such as blends of SD-WAN and MPLS – become the norm.

Why? Because employees are demanding increasingly flexible working conditions and organisations are realising they can use SD-WAN while maintaining high standards of security and reliability.

It's inevitable, in our minds. However you slice it, SD-WAN is looking very much like the future of wide-area networks . Hooray for that.

What's next?

We hope these statistics proved useful for your SD-WAN research. But, let's be real – they're not going to make you shout "eureka!" and switch your network overnight.

After all, WANs are business-critical infrastructure. Upgrading to a new system isn't a decision that should be taken lightly. We get it.

We would, however, encourage you to get in touch for a free, no-obligation chat .

Why? Because we really do mean "no obligation". And we really do mean a chat.

We're true networking geeks at Yoozoom . We thoroughly enjoy talking about this stuff, and we're proud to offer straightforward, no-nonsense advice, no matter who we're talking to.

In other words, we won't bash you over the head with sales patter. Instead, we'll talk about your existing infrastructure and give you our honest opinion on whether SD-WAN is right for you.

Sounds useful, right? Great, let's do this .

(Or, if you want to do a bit more research first, feel free to check out our dedicated page , which includes a bunch of useful FAQs.)

Business broadband explained (with food)

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 10 Feb 2022 14:47:40 GMT

Interested in business broadband? Need the FAQs? Here, we tackle your questions using a language everyone can understand... the language of FOOD.

Interested in business broadband? Got questions? Great stuff. We're happy to help. In this post, we're going to answer a few of the most common queries relating to business broadband deals.

And we're going to do it through the universal language of food. If you've ever wondered how broadband is like breakfast cereal, read on – all will become clear.

What are my options?

Business broadband is a bit like Neapolitan ice cream. There are three delicious flavours to choose from.

Rather than chocolate, vanilla and strawberry, though, you get to the enjoy lip-smacking sweetness of ASDL, FTTC and FTTP.

OK, they don't sound quite as appetising as the real thing. But they're pretty cool, nonetheless…

ASDL stands for "Asymmetric Digital Subscriber Line". This is much like basic home broadband, with a few nifty features thrown in for business subscribers.

(Honestly, ADSL is kind of old news at this point. It really doesn't meet the needs of any modern business, but we've included it here for the sake of being thorough.)

FTTC stands for "Fibre To The Cabinet". This uses high-speed fibre cables, wired as far as your local telephone cabinet. (You know… those boring-looking grey boxes.)

FTTP stands for "Full of Tasty Toffee Pieces". Nah, just joking. It actually stands for "Fibre To The Premises", and means you get a fibre-optic connection wired all the way to your building.

What's the fastest option?

Business broadband is a bit like breakfast cereal. The more fibre the better.

ADSL has no fibre at all. It uses old-school copper cables to transmit data, which allow for download speeds up to around 20 megabits per second (Mbps). To give you some real-world context, you could expect to download a two-gigabyte movie in about 25 minutes at this rate.

Then, just as adding fibre to our diets makes us more, erm… regular… adding fibre-optic cables to your broadband setup makes things faster.

So, with an FTTC fibre connection, where the high-speed cables run part of the way to your business, you can enjoy downloads up to 80 Mbps. Choose an FTTP connection (or "full fibre", like Special K) and expected speeds rocket to one gigabit per second, or 1000 Mbps.

That same two-gigabyte movie would take around three minutes to download using an FTTC connection. At full-fibre speeds, you could snag it in around 25 seconds.

Remember, though, that you'll be sharing that connection with other members of staff, so individual speeds will be slower – especially with a full, busy office. And, of course, you wouldn't use your business broadband connection to download movies. Obviously. Right?

Why can't I just use a standard (home) broadband connection?

Home broadband is a bit like a trifle. Business broadband is like a trifle with more layers. And sprinkles.

OK. That's a bit of a laboured metaphor. But allow us to explain…

Home broadband is great for families who need basic, no-frills internet access. It's fast enough for video streaming, online gaming and the like. And if it goes down, no biggie – you can just switch to your smartphone.

For most businesses, though, this just isn't enough. You need internet access for an office full of people, not three or four family members. You need good, reliable speeds because your productivity depends on it. And if the internet goes down, you may as well call things off for the day.

That's why business broadband deals typically offer a couple of benefits, tailored to professional users:

• Faster speeds: business internet providers tend to offer faster upload and download speeds than home broadband, and business traffic is prioritised (by some ISPs) over residential connections. This can mean better reliability too.

• More simultaneous connections: residential routers freak out when more than a few devices try to connect. With a business internet package, you'll typically get a more capable router that's designed to handle dozens of connections at a time.

Err… get it? Having more features is like adding more layers to a trifle? No? We'll get our coats…

What about customer support?

A typical customer support line is like a busy café. You have to wait in line for 20 minutes, then explain to multiple members of staff how you'd like your sandwich. And one of them is a robot.

Our customer support line is like a café that's open all hours and always has staff ready to help. Plus, you're a regular, so they already know what sandwich you want. ("White bread? Brown sauce? Extra bacon? Coming right up.")

We've all been there. Waiting on the phone is never fun, and when you eventually get through to someone, you have to explain the problem that you spent half an hour explaining yesterday.

Choose one of our business broadband deals, though, and you'll get a dedicated account manager who understands your organisation and is proactive about dealing with issues and queries.

What's more, we have friendly engineers on hand, 24 hours a day, 365 days a year. Just call, email or text, and they'll rush to your aid like internet Avengers.

Why? Because friendly, one-to-one service is just the way we do things here. Maybe it's a northern thing.

In any case, our clients seem to like it – we have more than 350 five-star Google reviews and over 500 happy customers.

Want to join them? Book a free, no-obligation appointment with our team today.

Or perhaps you'd like to do a little more research first? If so, take a look at our business broadband page , which covers all the essential stuff (without the food metaphors).

(Psst… you could also sign up for our Knowledge Hub and get tech tips like this delivered straight to your inbox.)

Is SD-WAN "the new normal" of networking?

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 09 Feb 2022 14:59:20 GMT

Can SD-WAN help your business adapt to "the new normal"? Discover solutions for secure, remote working and high-bandwidth, multi-cloud strategies.

Unless you've been living under a particularly comfortable rock, you'll know about the shift in working arrangements brought on by the COVID-19 pandemic. There's a good chance you had to adjust to working from home for the first time, after all.

We'll look at the numbers in a moment, but suffice to say: flexible working is here to stay. If anything, it's only going to become more prevalent. It's no wonder people are calling it "the new normal".

You might think this is a good thing. You might not. It's a big, multi-faceted question, and we're not going to touch it with a barge pole.

But one thing's for sure. It poses huge technical challenges for network administrators.

Installing wide-area networks (WANs) takes time, money and expertise (not to mention blood, sweat and tears). Imagine investing countless man-hours into building a robust, secure WAN, only for the pandemic to send you hurtling back to square one.

See, traditional WANs are designed for permanent (or at least semi-permanent) business locations. They need hard-wired connections and complicated hardware. They're not easy to install, and they're not easy to move.

Then COVID happens, and everything changes. Suddenly, you don't have three, or five, or 50 network nodes to deal with. You have hundreds, located in living rooms, kitchens and bedrooms all across the country.

Of course, if you are a network administrator, you'll already know the pain. We know you're not here for sympathy, so let's talk solutions.

Actually, scratch that. Let's talk about one solution: SD-WAN. Because, in our opinion, SD-WAN is the single best way to bring your network up to speed with "the new normal".

(Need a refresher on SD-WAN? Check out our dedicated page here .)

Problem: the rise in home working

According to government research , the number of home workers increased from 27% to 37% between 2019 and 2020. Considering that some companies can't allow for home working, that's a pretty significant jump.

And with nearly a quarter of companies reporting that they want to increase flexible working practices going forward, it's clear that network infrastructures need to adjust. And fast.

The challenge for administrators is this: how can we ensure staff can access business-critical services from home while keeping the network running smoothly and securely?

Obviously, installing a hard-wired WAN connection in every employee's home is out of the question.

How SD-WAN can help

The clue's in the name. "SD" stands for "Software Defined". It's this extra software abstraction layer that makes SD-WAN such a good fit for our flexible future.

Because SD-WAN handles connection routing and security in software, there's no need to configure complex hardware at each location. All users require is a small, dedicated router, which is easy to install and maintain.

Problem: maintaining network security at home

When the pandemic hit, we all had to adapt quickly. In the rush, many companies allowed employees to use their home WiFi connections to do business.

While understandable, this can only be a stop-gap approach. As remote working becomes more widespread and acceptable, administrators need a home networking solution that meets business-level security standards and is adaptable enough to protect them from future threats.

Viewed through this lens, the public internet just doesn't cut it. (Sorry, internet.)

How SD-WAN can help

Let's clear up a common misconception first. An SD-WAN is not a VPN.

VPNs are tremendously useful from a security perspective. They allow for anonymous, encrypted connections across the public internet. This is, of course, beneficial for any business that wants to protect its data.

However, when it comes to home working, they only solve part of the problem. In the long term, businesses don't want to use the public internet at all. They want staff to use their own WAN.

SD-WANs, using their very clever software layer, effectively act as a private wide area network. All connections are end-to-end encrypted, and because every node is managed in software, it allows for detailed reporting – no matter the technology used to connect.

In other words, they solve the underlying issue and deliver all the benefits of a VPN too.

Think of it like this. Using a VPN is like sticking your finger in a leaky dam. Switching to SD-WAN is like rebuilding the dam from the ground up.

Problem: the increased reliance on video conferencing

Last year, the ONS quizzed people on the pros and cons of working from home . Any guesses for the biggest reported disadvantage?

The fact it was "harder to work with others". By a long shot.

Since we haven't been able to connect in person, many of us have relied on video conferencing software to keep in touch instead.

This has been good for the software providers – popular video-calling app Zoom, for instance, saw its revenue skyrocket by 738% between Q1 2019 and Q1 2021. However, it's bad news for our ageing networks.

The problem? Video calls need bags of bandwidth, especially during peak times. Traditional WANs just aren't built to cope with this kind of demand.

How SD-WAN can help

Our SD-WAN service comes with intelligent traffic routing as standard.

In plain language, this means traffic is prioritised on the fly. The system automatically finds the best route for each connection based on things like time of day and application priority.

For users, this often means a faster, more reliable network experience. For the network at large, it means fewer data "traffic jams" and better flexibility when it comes to peaks and troughs in usage.

Better still, this is all configurable in software. You can define your own rules to suit the needs of your business.

Of course, video calls are only one part of the puzzle. Smarter, more flexible routing is beneficial for cloud solutions like SaaS and IaaS too

More resources

Interested in SD-WAN? Set up a free, no-obligation consultation with one of our networking experts .

Want to know more? Check out our dedicated SD-WAN page . Or sign up for our Knowledge Hub to get useful networking tips delivered straight to your inbox.

SD-WAN vs MPLS: why make the switch?

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 09 Feb 2022 14:44:00 GMT

Star Wars droid or the future of networking? Learn about SD-WAN and how it compares to standard business WANs like MPLS. (Hint: we think it's better.)

SD-WAN… it sounds like something out of Star Wars, doesn't it? Like some ungodly mash-up of Obi-Wan Kenobi and a service droid?

But it's not science fiction. SD-WAN represents the cutting-edge of business networking, providing a solid foundation for a cloud-orientated future – no droids necessary.

Let's be honest. If you've found this blog post while researching SD-WAN , you probably at least know the basics. That's cool – just skip ahead to learn how it can benefit your business's security and productivity.

Need a quick SD-WAN 101? Just keep reading.

Time to get our teaching caps on…

SD-WAN explained

SD-WAN stands for "Software-Defined Wide Area Network".

Let's unpick that, starting with the "WAN". A wide-area network is any networking solution that works across a wide area. The internet can be considered a very large WAN – the biggest of all WANs, in fact – but the term is typically used to mean a business network that connects branches in separate towns, cities or even countries.

The "software-defined" part is where things get really clever. Unlike traditional WANs like MPLS, which are hardware orientated, SD-WAN relies on an extra software abstraction layer. This unlocks all sorts of useful features and, most importantly, ensures that cloud services can become a central facet of your network infrastructure.

Not sure what MPLS is? Take a moment to skim through our Jargon Buster . There are lots of abbreviations in networking lingo…

Why should I upgrade?

The short answer: because old-school WANs aren't built for our current, cloud-connected world.

If you manage a network, you'll know the struggle. Higher-ups have heard good things about the cloud, and want everything migrated sooner than you can say "cumulonimbus".

You, however, realise that it's not as simple as all that. You're going to need to come up with some creative hacks, fast, and nobody's going to understand your excuses because they couldn't care less about bandwidth or bitrates.

So let's take a back-to-front approach. Let's look at the problems you're likely to face integrating the cloud into a traditional WAN, and see how SD-WAN can help solve them – or, better still, avoid them altogether.

There's just not enough bandwidth to go around…

With MPLS, your headquarters may as well be the centre of the universe. All network traffic is routed through HQ, which handles security and connections on site.

That's fine if you're in 2011. But when hundreds of users are trying to access cloud services at the same time, demand for bandwidth skyrockets. This centralised approach might have worked in the past, but it's woefully inadequate for our needs nowadays.

This is where SD-WAN's software-orientated approach can help. It can harness several technologies at the same time, such as broadband, ethernet and LTE. And it uses intelligent routing to ensure traffic is directed via the quickest path possible, based on definable rules like time of day and application priority.

For you, this means less pressure on HQ to manage the mountains of bandwidth users need. And because everything is end-to-end encrypted in software, you don't have to sacrifice security to make it happen.

Everyone's working from home nowadays…

In case you're reading this in the far-flung future, allow us to explain. We're currently in the midst of a global pandemic, which has led to countless employees working from home. It turns out, too, that many of us rather like it.

This poses a significant challenge for network administrators though. How can you ensure users can stay connected using their own technology, while still keeping things secure and above board?

One option would be to install a network connection in every employee's home. With a traditional network, this would be out of the question. But with SD-WAN, you can.

Again, it's all down to that superhero software layer. Because the software directs traffic, handles security, and all sorts of clever stuff like that, you don't need a hard-wired connection. All home users need is a single, easy-to-install WAN router.

This is a BIG subject that we could write a whole blog post about. Oh, look. We did .

It's all just too expensive…

Rolling out network infrastructure is costly and time-consuming, right?

Wrong. Installing hardware is costly. Using software to do the same job can cut costs considerably. And – good news – it can typically be rolled out much more quickly too.

This might not mean much to you now, especially if you already have WAN architecture in place. But SD-WAN isn't just for the "now". Making the switch means future-proofing your business network too.

Say you want to set up a new branch in a remote location, or you need a temporary workspace while maintenance work is carried out. With a traditional WAN, you'd need to jump through several expensive hoops to make it happen. But with SD-WAN, it's quick and simple to get the new office up and running.

Flexible? Not half.

How does the migration process work?

So, installing a software-defined network solution is easier than setting up its hardware-based counterpart. That much is clear.

In fact, some pieces of SD-WAN hardware – like routers – literally set themselves up. It's just a matter of switching them on, making a cup of tea, and waiting.

But while SD-WAN is less hassle than hardware WANs, it still requires a fair bit of prep.

For instance, you have to consider if and how it will integrate with your current WAN architecture. And you'll need to set up the software to suit the needs of your business and its staff.

This is where we'll blow our own trumpets, just a little bit.

See, at Yoozoom, we're not the "sell-and-run" types. Far from it. With our fully managed service, we'll be with you through every step of the process.

It starts with a free consultation, where we'll chat about your current network infrastructure and give you our honest assessment of whether SD-WAN is right for you.

Next, we'll visit you on-site to get you up and running. And, for the duration of your contract, you'll have access to our expert engineers 24 hours a day, 365 days a year. If you have any issues, just drop them an email or give them a call and they'll stop at nothing to get them sorted.

Interested? Book your free, no-obligation consultation today .

Want to know more? Take a look at our dedicated SD-WAN page , which covers all the juicy details of this future-focused networking solution.

And while you're here, why not sign up to our Knowledge Hub ? We'll send you useful tech tips and news, direct to your inbox. (Don't worry – it's a spam-free zone.)

How to create an IT policy for your business that works!

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 07 Feb 2022 08:37:06 GMT

No need to yawn! Writing an IT policy doesn't have to be boring. Read on to get top tips in developing your IT policy for 2022 and beyond.

Writing an IT policy for your business is not exactly the most enthralling of activities. In fact, it would be safe to say that on a list of exciting things everyone queues up to do, it is probably somewhere near the bottom. However, like most mind-numbingly boring things, it is pretty important. Very important, in fact. One wrong move when it comes to your IT system, and everything can go bang - metaphorically and literally.

Therefore, it's essential that you have a comprehensive IT policy in place for your business. It protects your customers and clients, it protects your staff, and it protects your reputation and your cash.

Let's delve into what you need to do when creating an IT policy.

It doesn’t have to be complicated

Let's get this point out of the way: your IT policy does not have to rival War and Peace. It doesn't have to be pages and pages long, full of technical jargon and complicated. It just needs to define the rules and guidelines for proper and safe use of IT while at work. That's it. If you want your employees to actually read it and not just tick a box to say they have, it needs to be concise, simple and to the point.

Understand why you are doing this

There is little point in creating a policy if you don't know its reasoning. As we mentioned above, it is there to tell your employees how to use IT while at work . It covers everything from desktop computers and take-home laptops , mobile phones and tablets, data storage , internet usage , apps, servers and anything else that comes under this. It lays out what is acceptable and ethical when using the IT infrastructure to make sure that data and assets are kept secure.

What is the scope of your IT policy?

The scope of the document establishes what is and is omitted. It is important not to leave any ambiguity there, to avoid people saying, 'well, I didn't think it covered that'. Make it crystal clear. This also allows the people in charge of IT in your business to know what resources they need and establish controls and monitoring systems.

You might want to ask yourself the following questions:

- Who needs to follow the IT policy? Does it just cover staff, or does it cover suppliers, contractors, clients?

- What is covered by the policy? Is it just company devices at work, or does it cover them being used at home as well? What about personal devices?

- What apps and software are covered?

What are the different parts of the IT policy?

- Purchasing and installation: You need to do this to make sure that all of your IT stuff - both hardware and software - are appropriate, are not costing you money for the sake of it and can be used alongside other technology. It also helps ensure uniformity across all of the IT networks, making life easier for the guys and gals in charge of maintenance and support.

- Usage: This is one of the big things. It lays out how people involved with your business can use the IT resources. Are they allowed to take them home? Can they use their own personal storage devices? Can they check their emails or social media on company devices? When planning this part of your IT policy, you need to think about your network's safety, security, and integrity to make sure no one is getting up to anything dodgy using company assets.

- Email usage: Following on from the previous point, you need to think about how email can be used in your company. No, we aren't talking about personal email accounts, although you may want to specify whether they can be used for any work purposes. What we are talking about is any emails sent on company email servers. You need to state whether people can use their company email address for personal use, and if so, are there any stipulations. For example, do you want everyone to follow a particular format when emailing or having a company signature ?

- Security: This bit is so big that many companies have a separate policy. You don't want people getting into your network and getting hold of data - that's going to cost you real money if you have a data breach, and no one wants to be forking out that sort of cash. Not only that, but it puts your clients, employees and business at harm. You need to specify how you intend to protect your company from this.

What happens if someone breaks the rules? This is important. If someone uses the IT resources in a way they shouldn't be used - maybe using their company email address to sign up for an iffy website, or giving their mate the password for something - what are you going to do about it?

Putting your IT policy together

So, now you know the bare bones of what should be included in your IT policy, it is time to refine it and actually put it together - or get someone to do it for you. Remember, as we said initially, it does not have to be complex or written in fancy language; it just needs to be clear. It is always wise to avoid printed versions of it as well - it can be edited and mishandled much easier. Instead, put it in a PDF read-only file, maybe even password-protected, so that no one can change anything.

You also need to remember that it should be a living, working document. There's no point in sitting and writing it if it is just going to lurk in a folder somewhere, never to be read. Refresh it every so often, review it and remind employees of its existence.

Need some help with creating your policy? Check out our IT articles or sign up to our Knowledge Hub today.

How to complete IT budget planning without losing the will to live

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 31 Jan 2022 09:00:04 GMT

How to complete IT budget planning without losing the will to live.

Just as the beginning of a new year brings a round of fresh possibilities and a host of New Year’s resolutions that may or may not fall by the wayside, the start of the new year for many also includes the dreaded IT budget planning (Cue: funeral music and screams of agony more suited to Halloween).

But IT budgeting really doesn’t have to be like that. Instead of thinking of it as the chance to overinflate your budget so when it gets cut you do actually end up with enough money for what you need, instead think of it as part of your IT strategy.

Whether you have your own IT department, are assisted by a company like Yoozoom , or whether your managed service provider *is* your IT department, it doesn’t exist in isolation. It’s a necessary and vital part of the business and you need to communicate with the rest of the business about what IT actually does, why it does it, and what the benefits are - and not just when planning your budget.

With your IT strategy and your budget, what you’re basically doing is selling your services to the Keepers of the Money (Imagine that said in DEATH’s voice from Terry Pratchett’s books).

You need to be able to convince everyone in the business that you add value and save on costs before you ask for money. Not during!

Why? Well, first of all, if people already know your value, you don’t have to justify it all over again at a time when you may feel stressed. And secondly, it does take the pressure off when it comes to budget time. Instead of walking down the corridor as if heading to your own execution, you can stroll into your budget meeting knowing that people understand what you do and how many benefits you bring to the company. It’s then much easier to justify what you, and they, should think of as investments in the company, rather than costs.

No business these days can function optimally without a top-notch IT department , whether it’s internal, external , or a mix of the two, and that’s what you do. You bring massive value to your business, with innovation, increased user experience, smoother working, help, and assistance when needed, assistance with working from home , and of course, protection from cyber criminals . Own it, you utter rockstar, you.

Go out there and communicate that value to everyone else in the business. Then when it’s budget time, you’ve halfway won the battle already. You can change the money people’s thinking from, “Sigh. What’s this going to cost us now?” to “Oh, we see why you need X pounds in your budget.”

Setting your IT budget

When you’re doing your budget, go at it with the same attitude as above. Yes, you probably will need to justify your spending, depending on your company, but if everyone is already buying into what you do and, more importantly, why it matters, you’re already partway there.

Where do you start with IT budget planning?

Prepare, prepare, prepare

You’ll likely be told from on high what the business priorities and objectives are, and your IT priorities and objectives should obviously fit in with those. That’s an important piece of information you can use in your budget. When going through each item, do your best to tie it back to the business objectives and show how it either saves money, makes money, or contributes value in some other way.

You may or may not be a numbers person, but you can guarantee that finance people love them, so use them in your budget to demonstrate how much, for example, moving to the cloud could save your company, or why the new VoIP system you want will save money and resources.

You’ve laid the groundwork by communicating the benefits of what you do generally over the year, now bring it home even more in your budget with clear figures to justify what you need and jargon-free explanations of why.

Top tips for IT budget planning:

You could talk to other departments beforehand to discuss their IT needs and get their feedback and approval. That way, when you go into your budget meeting, you’ll have allies who agree with you right there.

Check your costs for every purchase, and not just the upfront costs, but any further costs, such as support from the vendor or what you’ll pay if a repair is needed. Don’t spring nasty surprises on your finance people later in the year, they won’t like it and they will remember it next year at budget time.

On the subject of surprises, you will have unexpected costs over the year, so add in a contingency pot for those.

Talk to your vendors. They know the costs inside and out and, of course, they’re familiar with the benefits of what they sell. As long as you’ve done your homework and you know exactly what you want and why, who better to give you ammunition for your budget justifications?

So, what should be in your IT budget?

Don’t try and present your figures as one ‘lump’ of IT costs and one figure. That’s unpalatable and less easy to justify.

Instead, break it down into categories so finance can clearly see what you want:

Software:

You’ll have software purchases, licensing, and perhaps support contracts, too. List them out and explain why each piece of software is needed.

Hardware:

Computers , printers, servers, cables… the list goes on and on. Write them down, along with any installation and repair costs and guarantees that you need to pay for.

Subscriptions:

You might pay for software as a subscription or lease hardware, you might have an ongoing subscription for training courses or managed service providers.

Services:

Do you use consultants, service providers, and anyone else related to your general operations? These go here.

Pro tip: Budget time is also a good time to look at what you’ve got and decide whether you still need it! Finance people love a good cost-saving.

So, there’s your budget done, hopefully without the need for drama llamas, wailing, or gnashing of teeth.

Here’s where Yoozoom can help you with your budget. When you sign up with us, you get a fixed monthly cost for your IT support . Obviously, if you want any extra services, we can give you a price for those too, but it’s straightforward and easy to see what your costs will be. And we can help, either as your IT department if you don’t have one, or to enhance what you can offer as an IT department and cover out-of-hours support.

Trust Yoozoom with your telephone systems , data backup , disaster recovery planning , support for individual workers and your wider team, procurement, repair of broken systems, and so much more.

Why not give us a call and have a chat with our friendly team to see how we can help?

Cyber Essentials sample questions to help you pass like a boss

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 27 Jan 2022 12:55:04 GMT

Do you know your AV from your APT? Test your security know-how with our Cyber Essentials sample questions. (Yes, it's a bit like cheating on an exam. Shhh.)

You can take the title of this post with a pinch of salt. If you're considering becoming Cyber Essentials certified, you probably are a boss, technically speaking.

That's brilliant – the fact you're considering it, we mean. It's great that you're a boss too. Well done.

Ahem… let's start again.

The fact is, Cyber Essentials certification is tricky for any business to achieve without assistance. You could be the best IT manager on this side of the equator, and you'd still have to pause for thought.

It requires lots of preparation, and a keen understanding of your current security infrastructure – right down to the personal devices your employees use for work.

(Psst… we can help with all this . But more on that later.)

We know it can be daunting when you're not sure what a process like this entails. Heck, we're getting flashbacks to our GCSEs just thinking about it. That's why we're going to share some sample questions with you, as well as a few definitions to help you navigate the complex world of cybersecurity.

Quick disclaimer. These aren't exactly what you'll see on the Cyber Essentials assessment, but they're certainly indicative of the kinds of subjects covered.

And if you need a quick refresher on Cyber Essentials and Cyber Essentials Plus, check out our service page . / OR " check out this nifty blog post ."

OK. See-through pencil cases at the ready? Let's do this.

Do you have a documented password policy that includes a process for when you believe the passwords or accounts have been compromised?

What this means: this question is encouraging you to consider the implications of a password breach and to ask yourself whether you'd be equipped to cope.

What to ask yourself: "do all IT staff and users should know exactly what to do when a breach occurs?" This is essential so that potential damage can be limited without delay. And remember: passwords are only one tool in your security arsenal. Additional measures like two-factor authentication can add an extra level of protection if password data is leaked or compromised.

Do you have software firewalls enabled on all of your desktop computers, laptops and servers?

What this means: a firewall is like a nightclub bouncer for your network. It prevents unwanted traffic flowing between an untrusted network (i.e. the internet) and a trusted network (your office LAN).

What to ask yourself: "am I aware of all the devices used throughout my business?" You need to be certain that every internet-capable device is protected from internet threats using a properly-configured firewall.

Are all high-risk or critical security updates for operating systems and firmware installed within 14 days of release?

What this means: updates are released for a reason. Online security is constantly developing, and new vulnerabilities are discovered regularly. Keeping your software up to date means protecting yourself from the latest threats.

What to ask yourself: "am I keeping a record of the update status of all operating systems and software used throughout my business?" Remember: one missed update is all it takes for your whole network to be compromised.

Cybersecurity definitions

Now that you've got to grips with the kinds of questions you'll face, let's take a look at some of the acronyms that get thrown around in cybersecurity circles.

Of course, we'd never use jargon like this – we always aim to keep things clear and easy to understand. However, you might come across some of it while conducting your own research.

APT: Advanced Persistent Threat

A sophisticated, ongoing cyber attack. Most attacks are pretty basic, but an APT is meant to crack even the most advanced security infrastructures. The good news is that these are relatively rare, and are typically conducted by state-sponsored espionage groups.

AV: Antivirus

Software that detects and removes malware. We should all be familiar with antivirus programs. If you're not… install one, quick!

CIS: Center for Internet Security

A US non-profit that develops best-practice solutions to combat cyber threats. It's based in New York, but its work has global implications.

DDoS: Distributed Denial of Service

A kind of cyber attack that works by "flooding" a network with unwanted traffic. The aim is to overload the network and take it offline. Reports claim this kind of attack recently affected the whole of North Korea .

HTTPS: Hypertext Transfer Protocol (Secure)

HTTP (without the "S") is the tech that the internet was founded upon. It's the thing that makes websites work, basically. The secure version began seeing more use from around 2016. By now, all websites should use HTTPS.

ISO: International Organisation for Standardisation

The world's premier developer of commercial, technical and industrial standards. It's responsible for ISO 27001 , the top international standard for cybersecurity.

SSO: Single Sign-On

A system that allows users to log in to multiple services using one set of credentials. An example of this is when a website allows you to log in using your Facebook or Google account.

VPN: Virtual Private Network

A system that encrypts your internet traffic and hides your IP address, no matter what network you're connected to. A VPN is useful for connecting to unsecured public access points.

What to do next

In terms of questions, we've only scratched the surface. Our Cyber Essentials sample quiz includes a few more, and scores you on your security to boot.

But more to the point, you don't have to be a security expert to gain your certification . If you sign up with Yoozoom, we'll work closely with your team to make sure all your systems are up to scratch.

We're not like most organisations that offer cybersecurity certification. We don't simply send you the questions and put our feet up – we go the extra mile to make sure you pass with flying colours.

Plus, because we're an IT company through and through, we know the tips and tricks that ensure long-term protection for your business.

Interested? Book a no-obligation chat today , or read our Cyber Essentials page for a complete run-down of how our service works.

(P.S. fancy signing up for our Knowledge Hub ? We'll send you genuinely useful tech and security advice by email. No spam, guaranteed.)

The ultimate ISO 27001 beginners' guide: what is it and why do I need it?

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 26 Jan 2022 12:42:07 GMT

Is ISO 27001 right for you? How long does it take? Get all the answers in our ultimate beginners' guide to ISO 27001 cybersecurity certification.

In the world of cybersecurity, one certification rules supreme.

It's the big daddy. The unstoppable champ. Legend has it, if you say its name three times into a mirror, you'll summon a being of unimaginable power.

It's…

(Pause for effect.)

...ISO 27001.

OK, we know it sounds like a form you'd fill in to set up a Direct Debit. But believe us, ISO 27001 has some serious clout in security circles.

But what exactly is it? And why should a business like yours care?

Fear not. By the end of this post, you'll know the answers to these questions and more. Consider this your ultimate beginners' guide to ISO 27001 and all its arcane secrets.

What's an ISO anyway?

ISO is almost an acronym (but not quite) for the International Organisation for Standardisation, the world's most notable developer of technical and commercial standards.

When you see the word ISO followed by a string of numbers, this refers to a specific standard laid out by the organisation. The organisation has been churning these out since 1947, so as you can imagine, there are now standards covering all sectors and every imaginable facet of business.

Best of all, ISO standards are globally recognised and universally respected.

What's ISO 27001?

Published in 2005, ISO 27001 is the specific standard relating to information security. Its primary focus is on the confidentiality, availability and integrity of data.

Confidentiality: data should be available only to those with proper authorisation.

Availability: data should be available to authorised persons when they need it.

Integrity: only authorised persons should be able to amend data.

ISO 270001 is part of a growing family, which includes more than 50 individual standards. These cover everything from digital forensics to sector-specific guidelines.

Don't worry about these. ISO 27001 is the one that's most relevant to most businesses. And – bonus – it's the most widely recognised among customers too.

Why should I invest in ISO 27001 certification?

Two big reasons.

Reason one: it helps your business implement rock-solid security practices.

This is increasingly important, as cybercrime is an ever-growing threat – a shocking four in ten businesses experienced a cyber attack in 2021 .

In this climate, exceptional protection is just good common sense. Being a victim of cybercrime is inevitably costly and reputation damaging. And, if customer data is compromised, it can result in hefty GDPR fines too.

Nevertheless, when you have a business to run, it's hard to organise and implement cutting-edge security protocols. ISO 27001 security certification provides a proven framework for doing so.

Reason two: it shows customers and stakeholders that you're taking their data seriously.

The public is increasingly security aware. Many of us have fallen victim to data leaks already, and have become pickier about the organisations we entrust with our information.

ISO 27001 is the world's most esteemed standard for information security. Getting certified proves to customers that you're serious about protecting their data.

Plus, because it's globally recognised, you can rely on its stellar reputation wherever you do business. In fact, in certain situations, compliance with the standard is a legal requirement. This means it could help you win contracts you'd otherwise be locked out from.

Great, I'll just put "get ISO 27001 certified" in my diary for next Thursday, then?

Woah there. Hold your digital horses.

Becoming ISO 27001 certified is not for the faint of heart. It requires serious investments in terms of time, cash and mental energy.

Don't get us wrong – the more companies that get certified, the better. And when you work with us , we go above and beyond to make the process go as smoothly as possible.

But even with our help, the accreditation process can take upwards of 12 months.

If you're based in the UK and you're looking for a "quick fix" for your cybersecurity, you might want to consider Cyber Essentials (or its big brother, Cyber Essentials Plus ).

Cyber Essentials is, like ISO 27001, a security certification. However, while ISO 27001 is as in-depth as it gets, Cyber Essentials helps you implement some basic security safeguards.

This might sound like faint praise, but that couldn't be further from the truth. By implementing these simple defences, you could protect your business from 80% of the most common cyber attacks.

It's not exactly easy to get Cyber Essentials certified ( at least if you're going it alone, wink wink ). But you could expect to gain your certificate in a matter of weeks, not months.

No. I'm serious. Security is my number one priority and I want ISO 27001 certification with all the bells and whistles.

Hooray! Welcome to the club.

It's a big commitment, but ISO 27001 is the world's gold standard for online security. You'll be joining an exclusive few who have invested in leading-edge data protection.

Next, we'll teach you the secret handshake and invite you to your initiation ceremony in our underground laboratory.

OK, not really. But you should be proud that you're taking the leap, and we'd be happy to come up with a secret handshake if you like.

Here's how it works… seriously this time:

1. You sign up for a free, no-obligation consultation . This gives us a chance to say hello and get to know your business. If, at this stage, we think ISO 27001 certification isn't for you, we'll tell you.

2. We conduct a full audit of your current IT and security infrastructure. This allows us to identify any serious problems straight away and gives us a solid foundation to work from.

3. We offer support and advice throughout the process, helping you bolster existing protocols and upgrade systems where necessary. You get solid, jargon-free advice and access to our 24/7 support lines.

This might be a good spot to point out that we're ISO certified ourselves, and have more than 340 five-star reviews on Google. We're boasting, sure, but that's because we're proud of what we do and the exceptional service we provide .

Interested? Book your free introductory meeting today . (And if you want more tech tips like this, sign up to our Knowledge Hub newsletter .)

Cyber Essentials certification: your 5-minute guide

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 26 Jan 2022 10:52:04 GMT

Quick, we've only got five minutes! Get the full scoop on Cyber Essentials and learn why every UK business owner should sign up – including you, Derryck.

Cyber Essentials… it sounds a bit like something your gran would attend at the local library, doesn't it? Where they teach you how to use a mouse and check your email, but really everyone's there for the free tea and biscuits?

Well, actually, Cyber Essentials is serious business. It's a bona fide government-backed scheme that helps organisations protect themselves against cyber attacks.

And you don't get tea and biscuits, unfortunately. (We know… big oversight.)

What you do get is the peace of mind that your business and its data is secure, as well as a certification that shows customers you know your stuff.

Read on to learn more about the scheme and why every business owner – yes, that includes you, Derryck – should consider signing up .

What is this Cyber Essentials stuff anyway?

"So," we hear you ask, "if I sign up for Cyber Essentials I get a certificate…? Like when I swam ten metres at school?"

No. Well… yes. But there's more to it than that.

Cyber Essentials certification involves an in-depth assessment of your business's cyber defences. It's designed to help you identify and fix flaws in your security. These vulnerabilities must be addressed in order for certification to be granted.

So it's more than a piece of paper. It provides a quick and simple way to align your online security with the latest standards.

And it comes in two flavours, right?

That's correct. Cyber Essentials is like vanilla ice cream. Cyber Essentials Plus is like a chocolate sundae with sprinkles.

Or to be a bit more technical… Cyber Essentials is a self-assessment programme. You're given a list of questions to complete (about 70, at last count) which cover every facet of your company's IT infrastructure.

You complete your assessment through an online questionnaire. After a few days (usually), you'll be told if you've passed or failed.

Cyber Essentials Plus certification covers the same ground as the vanilla version but includes a bunch of useful extras. Most notably, you benefit from an on-site evaluation by a security expert.

Why should I bother?

Um… because four in ten UK businesses experienced a cybersecurity attack in 2021 ?(And that was a good year.)

And the average cost of a security breach is more than £2,500 ?

And cyber scams increased by 400% when the COVID-19 pandemic kicked in?

You get the picture. Cyber crime poses a serious threat, and it's only going to become more prevalent as businesses increasingly move their operations online.

Think of it this way. You're much more likely to experience a cyber attack than an attempted break-in. Yet, while none of us would think twice about locking up when we clock off, many businesses are leaving their digital doors open to opportunistic online burglars.

Then, of course, there's GDPR. In case you've time travelled from 2002, GDPR is a Europe-wide regulation focussing on data protection and privacy.

If your business is found to be in violation of GDPR, you could face a maximum fine of £17.5 million. And if that doesn't make you scramble to sign up, nothing will.

Come on Yoozoom, really? I'm a florist for crying out loud

Ah, well that changes everything. Hackers love nothing more than a neatly arranged bunch of roses and will stop at nothing to get hold of them.

No, but seriously, your business's size or sector doesn't matter. Everybody is at risk, even sole traders.

All it takes is to click a dodgy link on a bleary-eyed morning, and – boom – your company goes kaput.

Not to mention the fact that the world of business is a vast, interconnected web nowadays. If you're a small link in a long supply chain, you're just as vulnerable as the big megacorp at the top of the tree.

The "good news"

Now we've scared you half to death, allow us to share the good news.

While these cybercriminals may be tenacious, and tricksy, and cold blooded in their pursuit of your data… they're also, frankly, a bit dumb.

We tend to think of cybercrime being conducted in vast, dimly lit halls, where banks of screens reel through data under the watchful eyes of master hackers.

Nah, this is more like the weird kid at school trying to make a quick buck using his mum's PC.

Sure, some cybercrime is very sophisticated indeed. But the vast majority of security attacks consist of straightforward phishing schemes or the exploitation of basic vulnerabilities.

By helping you address these simple flaws, Cyber Essentials can protect you from up to 80% of security breaches.

OK, it wasn't good news like "congratulations, you've won a Ferrari full of money". But it beats a kick in the eye or a £17.5 million GDPR fine.

Is it easy to get certified?

It depends.

If you've got the right information to hand and know IT like the back of it, you could get certified in a matter of days.

All you'll need is… let's see…

A list of all hardware used across your business (including personal devices employees use for work)… and the business-related software on those devices… and the security settings in each piece of software. Oh, and you'll need to know every facet of your business-wide security policy, and that each operating system and application is up to date.

Yeah. So for most of us, it's not so easy.

But that's where we can help, because we're uniquely positioned to help businesses pass with flying colours.

Unlike many companies that offer cybersecurity certification, we're an IT services firm first and foremost. We live and breathe technology, and have plenty of tricks up our sleeves to speed things up and ensure long-lasting protection.

Plus, we go above and beyond to help you succeed. We don't just throw a bunch of questions at you and say "good luck" – we work hard with your IT team to make sure your systems and processes are as secure as can be. Then, when we're super confident you'll be certified, we pass things onto a trusted third party for accreditation.

I'm interested. What now?

Great! Let's push the button. Book a free, no-obligation consultation online .

Or, if you'd like some more info, take a look at our Cyber Essentials page . (Or just give us a call . We like a natter.)

And while you're here, why not sign up to our Knowledge Hub ? It's like a newsletter, but less annoying. We'll send you useful IT articles straight to your inbox – like this one!

How to protect yourself from cyber criminals with strong network security

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 24 Jan 2022 09:00:02 GMT

It's important to stay up to date on the latest security threats so that you can protect your business from being hacked. Read on for our top network security tips.

There are many different ways for hackers to gain access to your private information these days and cybercriminals are everywhere!

Understand the different types of cybercrime

When it comes to cybercrime, there are a variety of different types of attacks that can be carried out. Here are some of the most common ones:

1. Ransomware: This is a type of malware that locks you out of your device or encrypts your files until you pay a ransom.

2. Phishing: This is when you receive a fake email or text message that appears to be from a legitimate company, but is actually from a hacker. The goal of phishing is to steal your personal information or infect your device with malware.

3. Social media scams: Scammers often use social media platforms like Facebook and Twitter to try and steal your personal information or money.

To protect against dangerous malware, we highly recommend Malwarebytes :

Use strong passwords and change them often

It's important to use strong passwords and to change them often in order to protect your business from cybercrime . If you use common passwords or don’t change them regularly, hackers will be able to easily gain access to your information. Here are some tips on how to create strong passwords:

1. Use a combination of letters, numbers and symbols in your passwords.
2. Don’t use the same password for multiple accounts.
3. Avoid anything that a hacker may be able to guess from visiting your social media profiles, for example, your pet's name or your favourite football team!
4. We really shouldn't have to say this, but don't use 'Password'!

Install anti-virus software on all devices

It's important to install anti-virus software on all of your devices in order to protect them from hackers. Anti-virus software can help to detect and remove malware from your device, which will help to prevent your information from being stolen. Make sure that you keep your anti-virus software up to date so that it is always protecting you against the latest threats.

Backup your data regularly

Backing up your data regularly in order to protect it from being lost or stolen. If you have a recent backup of your data, you can restore it if it's ever compromised by a hacker. There are a variety of different ways that you can back up your data, including online backups and local backups.

Online backups are a great option because they are stored in the cloud. This means that your data is stored on a remote server and can be accessed from anywhere. Online backups are also typically automated, which means that your data will be backed up automatically on a regular basis.

There are many providers of data backup services, but SkyKick are one of the best in the business. Here at Yoozoom we are proud to be resellers as part of our IT support packages.

Monitor your network for suspicious activity

One of the best ways to protect your business from cybercrime is to monitor your network for suspicious activity. If you're aware of any strange or unusual activity, you can take steps to protect your information and prevent a hacker from gaining access to your systems.

There are a number of different things that you can do to monitor your network for suspicious activity, including:

1. Installing security software that can help to detect and prevent attacks.

2. Regularly review your logs and server data to look for any signs of unauthorised activity.

3. Using a firewall to help protect your network from intruders.

4. Set up alerts and Advanced Threat Detection so that you are notified immediately if there is any unusual activity on your network.

Be careful about what personal information you share online

It's important to be careful about what personal information you share online because cybercriminals can use it to try and access your business network. Don't give out any details that could help an attacker, such as your date of birth, the name of your pet or the make and model of your mobile phone. This information may seem harmless, but hackers will often use these types of details in order to gain access to secure accounts. By keeping this type of information private, you are helping to prevent a hacker from gaining access to your sensitive data.

Never underestimate your network security!

Thinking that cybercrime won't ever happen to you is the biggest mistake you can make. As the internet evolves and computer networks become even more advanced, network security is the most important factor for companies to consider. But there's no use upgrading your network security if your employees don't understand the dangers of cybercrime too. Make sure you clearly communicate the threat of cyber security with them and continue to update your teams on new threats as they emerge. Regular training sessions on network security and cyber threats can help with this.

Conclusion

It's important to stay up to date on the latest security threats so that you can protect your business from being hacked. Hackers are always coming up with new ways to gain access to your information, so it's important to be aware of the latest threats and take steps to protect yourself from them. Signing up to the Yoozoom Knowledge Hub is a good start - and it's completely free!

In addition to the two products mentioned above, Malwarebytes and SkyKick , our IT Support packages include provisions for Advanced Threat Detection and PC and mobile device management to ensure your business is as cyber-safe as possible.

To find out more about these packages, and the range of network security products we offer, Click Here , or contact one of our friendly team members today on 0113 887 8000 .

Wildix added to the Gartner Magic Quadrant

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 17 Jan 2022 09:00:03 GMT

We're proud to announce that all of our communication services are now part of the Gartner Magic Quadrant. Read on to learn more about the Gartner Magic Quadrant and what it means for our great range of communications options.

What is the Gartner Magic Quadrant?

The Gartner Magic Quadrant is a tool designed to help management teams invest in a wide range of technical tools, including suppliers within the UCaaS (Unified Communications as a Service) space.

This is where choosing from the Gartner Magic Quadrant comes in. Splitting markets of all kinds into four different quadrants, the Gartner Magic Quadrant primarily features the reliable services you trust to look after your digital functionality in the long term. The four different quadrants included in the Gartner Magic Quadrant are:

• Leaders: Executing well against their vision for a changing market, but not executing well in the current market.

• Visionaries: Seeing the direction of the market in the long term, but not yet executing these trends.

• Niche Players: Targeting small segments of the market in question, doing what they do but not outperforming others generally.

• Challengers: Executing well in the here and now but lacking a cohesive understanding of developing market direction.

Depending on the nature of the company in question, the perfect provider for your VoIP services falls into one of the above quadrants.

The addition of Wildix to the Gartner Magic Quadrant

Wildix's recent addition to the Gartner Magic Quadrant is a key step in the development of their software. This isn't some unknown flex used by a minor company in an attempt to seem more prevalent than it is, as having a presence on the Gartner Magic Quadrant is a fundamental part of any trustworthy UCaaS business. Joining the Magic Quadrant's range of stunning technology firms is a testament to the sheer quality of the Wildix platform, and it's easy to see how Wildix has been recognised for its quality.

Wildix is just one of the phone systems provided by the Yoozoom team. Although the company is still developing, it shows significant potential through its existing features and capabilities. Featuring the standard VoIP aspects of video and audio calls with internal and external partners, with more advanced features such as presence status and geolocation across a range of devices, keeping employees working at the best of their abilities through an effective phone system.

Not to brag, but our three leading VoIP solutions all have their pride of place on the Gartner Magic Quadrant. This means that all of our VoIP services are set at an incredibly high standard and take their own different spaces in the Magic Quadrant.

Our mission is to ensure that the service you get is the one that is best suited to your businesses long term goals. Are you a company in need of renewing your communication system, but the choice seems complicated in this infinite ocean of small and big brands and solutions?

Speak to a specialist today

If you're interested in learning more about the Gartner Magic Quadrant or would like to learn more about VoIP technologies, our team would be happy to assist. Click one of the links below to learn more about our leading VoIP solutions:

Wildix

Cisco WebEx

Microsoft Teams

What is the best phone system for doctor surgeries or GP practices?

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 11 Jan 2022 15:41:25 GMT

The best VoIP phone system for GPs? We've worked with IP telephony for 10 years, and we think there's a clear winner. Read on to learn the pros and cons.

If you've been following our recent posts, you'll know we're on a bit of a mission to help GPs dump their old, creaky phone systems.

(Want to catch up? Read our posts on how IP telephony can help GPs , and the benefits of SystmOne integration .)

We won't cover the same ground here, but we'll sum it up here. As a haiku. Because why not?

Demand for treatment

Increases day by day.

Old phones just can't cope.

You'll also know that we're big fans of VoIP phones (Voice over Internet Protocol, also called IP telephony). In fact, VoIP is the only kind of phone system we offer.

Why? Because, more than a decade ago, we realised that traditional phone lines were destined for the big call centre in the sky. VoIP phones are more reliable and scalable and come with a raft of features that can save organisations time and cash.

If you're a doctor or a practice manager, it's a great time to be thinking about making the switch. Not only is communication taking more time and energy than ever before (like we need to tell you), but the government is offering grants for surgeries to upgrade their communications infrastructure .

And if you've done your research, you'll know there are many competing VoIP architectures to choose from. However, there's not a lot of unbiased advice out there to help GP practices make an informed decision.

Full disclosure: we think Wildix is the best fit, so perhaps we are a little biased. But that's based on years spent working with IP telephony, learning the nuances of each system, and installing and maintaining these systems for medical organisations. In doctors' speak it's called a "strong indication", we believe.

That said, let's take a look at the pros and cons of five popular phone systems, and see how they stack up.

Mitel: the pros and cons

We hear GPs are big music fans, so let's try a rock'n'roll analogy.

Mitel is like the U2 of VoIP phone systems. It has plenty of fans, it does what it sets out to do very well, and its CEO wears sunglasses all hours of the day.*

In other words, it's an all-rounder. It has plenty of helpful features like queuing capabilities and call recording, and it performs capably under most conditions.

One big boon for GPs is that it can integrate with EMIS, so if this is your choice of clinical system, it makes for a solid choice.

Verdict: there's no stand-out reason to go for Mitel unless you use EMIS, but you're unlikely to be disappointed if you do.

(*Disclaimer: we have no evidence that Mitel's CEO wears sunglasses all day and it's almost certainly not true. Bono, on the other hand...)

Cisco WebEx: the pros and cons

You've probably heard the name Cisco. It's one of the biggest technology companies in the world, after all. And as you might expect, its phone system – WebEx – is hugely popular, especially with larger businesses.

Really, there's little WebEx can't do. It provides a solid, secure and easy-to-use communications platform with all the functionality you could ever need.

However, it's aimed more at enterprise-level users. In our experience, it's just not suited to small organisations like GP surgeries.

Investing in WebEx would be like nipping into a deli for a sandwich, then ordering a two-foot-tall ice cream sundae just for the hell of it.

Verdict: a great system, but overkill for GPs.

Microsoft Teams: the pros and cons

Ah, Microsoft Teams. The young upstart. It launched less than five years ago and already has a huge global user base.

And for good reason, too. Teams is as easy to use as a Speak & Spell. Plus, it's robust, secure and integrates perfectly with Microsoft's productivity software and Windows operating system.

Are you sensing a "But..."? Yes, sorry, but there is a big caveat. Teams doesn't integrate well with GP-specific software like clinical databases.

This will be disappointing news, we're sure, if your staff are already up and running with Microsoft Teams. Nobody wants to scrap a system that colleagues are used to. Not unless they really have to.

However, there is a workaround. You could opt for Wildix and Teams. They play well together, with Teams providing the familiar, simple interface, and Wildix unlocking the GP-friendly features you need.

(Check out our blog post "Wildix vs Teams" if you want more info on this.)

Verdict: a good option for practices that already use Teams, but only if Wildix is there to plug the gaps.

Samsung phone systems: the pros and cons

Like Cisco, Samsung is a household name. And like Cisco's WebEx, Samsung's phone system offers a raft of features on top of a secure, easy-to-use interface. (Would you expect anything less from the eighth-highest-valued brand in the world?)

However, there's little to recommend it to GPs specifically. It just doesn't integrate well with UK clinical systems.

Verdict: leave this one to our stateside pals.

Wildix: the pros and cons

If you've read everything we've written up to now (aw…shucks), you'll know that Wildix is our favoured phone system for doctors' surgeries.

Why? Well, for one, Wildix has all the features GPs need, www.yoozoom.co.uk/GP-Telecom-Solutions such as queue management, call recording and video calling . And it does all this with an affordable-yet-scalable system, which is more than secure enough to meet NHS standards.

These factors alone would be enough to recommend it. But there are two tasty cherries atop this telephony trifle: SystmOne integration and WebRTC .

SystmOne is, after all, one of the most popular clinical systems in the UK. And Wildix's robust integration means your clinical records can be accessed instantly with each ingoing or outgoing call.

And with WebRTC technology , it's easy for patients to take part in digital consultations, either through a VoIP call or a video chat. WebRTC lets them connect through any web browser on any device, with no need for extra plugins or software.

Any cons? It's less widely used than some other solutions, so it could cause issues for external collaborators (ahem…but WebRTC can take care of that). And it's not the easiest system to install and set up (ahem ahem…but our expert engineers will handle that side of things).

Verdict: robust, secure and scalable? With GP-specific features built-in? Be still our beeping handsets...

What's next?

If you want to know more, book a no-obligation chat with our medical systems specialist . Or read our " GP telecom solutions " page in your own time.

P.S. our Knowledge Hub mailing list is pretty cool too . Lots of tech tips and news. No spammy nonsense.

Can VoIP phone systems integrate with SystmOne?

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 11 Jan 2022 15:26:24 GMT

So you've read the title of this blog post, "can VoIP phone systems integrate with SystmOne?". And you've clicked through to read more. We can only assume you're a GP or practice manager, and you're busier than a football stadium full of market traders.

Better give you a quick answer then. Yes. Our phone systems integrate seamlessly with SystmOne.

But, if you've got five minutes, we'd love for you to read on. There's a lot to discuss and we think you'll find much of it very helpful indeed.

See, here at Yoozoom, we've thought long and hard about the challenges GPs face. We've seen how practices often struggle with inadequate phone systems , and how this impacts performance and patient satisfaction.

After much research, deliberation and very strong coffee, we've come up with a package of communications technologies specifically tailored for GP surgeries and their distinct needs. And with SystmOne being so widely used , ensuring robust integration was at the top of our checklist.

We're not going to bore you with technobabble, though. Let's look at how SystmOne integration works and, more importantly, how it can help you provide a better, more efficient service on a day-to-day basis.

Benefit one: instant access to electronic health records (EHRs)

Our VoIP telephony technology is a multi-device solution . It works across handsets, PCs and smartphones.

This means GPs' desk phones can interface with their computer, and vice versa. When a call is made or received, our system communicates invisibly with SystmOne , allowing instant access to patient records. With just one click, practitioners can access the caller's complete medical history, before they've even said "hello".

It's easy to imagine how this can improve efficiency at the best of times. With telephone triage appointments and digital consultations becoming more prevalent (and more necessary), it could be a godsend.

And we don't need to tell you twice: improved efficiency means more smashed targets, which means happier service users, and so on.

Actually, let's make this a "two-benefits-for-the-price-of-one" deal, because the usefulness of this feature extends beyond the confines of the consulting room. Reception staff, too, can see appropriate patient information when enquiries come through, making it easier to route calls to the appropriate department or staff member.

Benefit two: one-click calls and video consultations

While telephone and digital consultations are hardly new, their sudden widespread adoption (thanks, pandemic) means they're, suddenly, the new norm.

We'd be interested to hear about the hurdles you've faced in making the transition. From our perspective, the rollout has been impressive, but we've nonetheless noted challenges for practices and patients alike.

Surgeries have had to quickly integrate video-calling technologies. Staff have had to adapt to new workflows. And on top of all that, many practices are still struggling with ageing communications systems, which just aren't designed to cope with this new tech.

Patients face technical challenges of their own, from not owning compatible devices to lacking the IT know-how to access medical services online.

Good news. Our phone systems can help on both counts.

With SystmOne integration , GPs can review a patient's medical records then initiate an audio or video call from within the EHR itself. And thanks to some stellar tech called WebRTC, service users can join calls without the need for any special hardware or software. If they own a laptop, PC or smartphone, it's as simple as clicking a link in their web browser.

Bonus benefit: using WebRTC , you can add a "click-to-call" button to your practice's website too. This can be useful for patients using pay-as-you-go mobile phones, as it lets them make contact without using up their credit.

Benefit three: compliance with NHS security requirements

To say we understand the importance of data security is an understatement. Honestly, it keeps us awake at night .

You do too, of course. After all, the NHS has strict guidelines in place to protect the integrity of patient data and the tech that stores it.

Relax. Our telephone technology more than meets NHS security requirements. We wouldn't touch it with a bleached bargepole if it didn't.

Our VoIP tech has top-notch security features built in, right out of the box. This means it never relies on third parties to provide protection – it's in the very fabric of the system itself.

All information is encrypted at every stage. Incoming calls, outgoing calls, video chats, and – crucially – in the behind-the-scenes communications between our system and SystmOne.

If you'd like to review the security policy yourself, you can do so here .

What about costs?

Ah, yes. The difficult question. We haven't been avoiding it, honest.

Of course, there are initial and ongoing costs associated with upgrading your phone tech and integrating it with your clinical system. However, with the gains in efficiency, along with boons like free unlimited UK calls, we truly believe it's a worthy investment for healthcare providers.

And with the government offering grants for GP practices to upgrade their communications technology , we reckon there's no better time to make the switch. We'll even help you apply for the grant if you don't have time to do it yourself.

What's more, we have expert engineers on hand to install your system, deliver on-site staff training, and provide 24/7 ongoing support. These aren't bolt-ons – they're included as standard.

Interested? Book a no-obligation appointment online and we'll get our medical systems specialist right on the case.

Want more information? Honestly, we've just scratched the surface when it comes to benefits. View our dedicated " GP telecom solutions " page to get the whole scoop.

And while you're here, why not sign up for our Knowledge Hub ? We'll send you tech news and tips, direct to your inbox.

Traditional phone systems are failing GPs

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 10 Jan 2022 16:00:44 GMT

If you're a GP or practice manager, we have two choice words to say to you.

Thank you.

Really.

GP surgeries do an amazing job at the best of times. We're now in the third year of a global pandemic, and you've somehow managed to provide exceptional care throughout.

Considering we're all functioning adults here and some of us still struggle to get out of bed on a Monday morning, we can't help but doff our caps to you.

We understand the problems surgeries face. We haven't lived them – the somnambulant schedules, the countless calls, the exasperated patients – but we understand them.

And one problem that we keep seeing is that GP practices are struggling with antiquated phone systems. Perhaps we've noticed because that's the one area where we can really help .

(Also, we're telephone geeks. We can't help but pay attention to these things.)

So, cards on the table. In this post, we're going to try to convince you of the virtues of our cloud-based telephony systems. Not as a hard sell – we kind of hate hard sells – but because we genuinely believe we can add value at this difficult time.

Plus, with the government offering grants for surgeries to improve their phone systems, it seems like the perfect opportunity to introduce ourselves .

Let's look at some of the problems with traditional phone systems and how our cloud-based systems can help solve them.

GP surgery phone systems: the problem

We know you're busy (like, doing-six-jobs-for-the-price-of-one busy), so let's start with the short version.

Traditional phone systems are woefully under equipped for the challenges GPs face today.

We're not just talking about cutting-edge features here (although we do offer some cool tech - more on that later). We're talking in terms of simply being able to handle the expected volume of patient enquiries .

As you know, this is an especially pressing issue today. GPs and practice managers face constant calls to improve patient satisfaction. All the while, demand for appointments is higher than ever – it rose by 1.8 million between September and December 2021 alone.

And as pressure mounts, quelle surprise , complaints soar. And the number one cause for complaints? Communications. By a margin of more than 20%.

Patients still expect easy access to medical care. Even if you have two or more traditional phone lines, callers are still going to face engaged tones, long waiting times and understandably stressed staff when they do get through.

Therein lies problem number one: call management, or rather the lack of it. When it comes to directing and fielding calls, common-or-garden telephony is – excuse the non-medical language – rubbish.

"But", you might be thinking to yourself, "we can do digital consultations now".

Yes, good point. Online appointments have proven popular with doctors. In fact, recent research shows that 88% of GPs want to conduct more remote consultations in future .

They do, however, have their own issues. The switch to online medical care was necessitated by COVID. It's happened fast. Patients and staff have had to adjust quickly to an unfamiliar system.

And that's problem number two: how can practices make online consulting as seamless as possible for everyone involved? After all, digital care isn't going away anytime soon.

Those are the pain points. Now let's see how we can help soothe them, like an anaesthetist with a vial of indomethacin. (Sorry. That's our attempt at medical humour.)

GP surgery phone systems: the solution

First off, a quick introduction to our specialist phone systems for GP surgeries .

The systems we install and maintain use VoIP (Voice over Internet Protocol) technology. This means audio is transmitted through your internet connection, rather than a standard phone line.

For most applications, it works just like a traditional phone system. Staff can pick up a receiver, dial a number, and enjoy clear, uninterrupted conversations.

What's so special about them, then? Well, for GPs, the biggest boon is the abundance of features that would simply be impossible with a regular landline.

Let's consider the first problem we mentioned: call management.

Without VoIP, installing multiple phone lines is expensive and disruptive. With VoIP, you can scale up your call-fielding capacity instantly.

Calls get siphoned into queues, where they can be dealt with by individual members of staff. If the lines are particularly busy, adding another call queue is as simple as logging into that spare handset.

Plus, it's easy to implement patient-friendly features like automated messaging that tells callers their position in the queue. You can even allow patients to request a callback at the touch of a button.

The results? More efficient call handling, less stress for staff, and all-around happier patients. And we don't need to tell you how important these things are.

What about that other quandary – how to make digital consultations more seamless? You guessed it, our phone systems can help with that too.

This is because our technology isn't limited by the humble telephone handset. It's a multi-device solution, which can be used across PCs, laptops and smartphones too.

GPs and other medical staff can make video calls from pretty much any location. They have access to the same secure patient and contact records, and everything is logged and recorded, just as with audio calls.

And as for patients? Thanks to a mind-blowing innovation called WebRTC , they too can video chat from any device – and they don't even need to download any software or plugins. This is great for patients who perhaps aren't the most technologically savvy.

And there's more...

We're dying to tell you about some more nifty benefits, like the cost savings...the seamless SystmOne integration ...the call recording features. But we'll save those for another post.

If you'd like to know more now, take a look at our page that covers all the benefits of VoIP phone systems for GPs . Or schedule an appointment with our medical systems specialist for a no-obligation chat .

And while you're here, perhaps you'd like to sign up for our Knowledge Hub ? We'll send useful IT news and tips that can benefit all sectors, GP practices included.

Do you have a cyber response plan?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 10 Jan 2022 09:00:04 GMT

If your business got hacked tomorrow, would you have a plan in place for what you do next?

It's better to plan when times are good...

If your business got hacked tomorrow and you were locked out of your company data, what would you do? There are many probably watching this that have already had their data hacked, but if you are one of the lucky businesses that have not had a data breach yet, then you need to prepare a plan.

The sad fact is that's not a matter of if but when this will happen. All good IT providers should have some form of response plan or playbook. This is a document that can be easily followed in the case of a data breach.

It includes your line of business applications, for example, your accounts package - if that gets hacked, what steps are necessary to recover and secure the system? A cyber response playbook is a go-to document that will help navigate steps by step all of the critical processes of securing and responding to a data breach.

If you would like further information about how we can help you develop a cyber response plan, then get in touch with us today .

Helpful resources

We've produced a number of resources to help you plan for the future. Take a look at the articles below for more information:

How to make a disaster recovery plan

A really useful guide on getting your IT prepared in case the worst happens.

IT blunders and how to prevent them

Take a look at some of the most famous cyber breaches in the UK and the steps you can take to keep your business safe.

Cyber Awareness Quiz

Run a self assessment on your IT security and see how well you're prepared for a 'worst case' situation.

How to prevent a cyber whale attack

Who's the whale? The answer might shock you.

Claim a free, Gap Analysis Report

Improve your company’s IT strategy and identify opportunities for development and budget savings with a strategic overview of your current IT estate. *Worth up to £895

Our IT audits are designed to provide you with the insights and recommendations required to improve your company’s IT strategy and meet your objectives. We can also work with you to identify any other objectives or specific areas you would like to be evaluated.

What we'll provide:

A 1 hour call to discuss your current IT setup, goals and processes.
A detailed document that outlines our suggestions for improving your IT systems.
A detailed review of your cyber security and how you can improve it.
A 30 minute video call to explain the document and answer any questions you may have.

Zero pressure

Our aim is to help you make informed decisions so you can set out a roadmap of what your business needs in terms of IT infrastructure, support and security. While we hope you will choose to work with us after your review, you won't be pressured to do so.

What is a GAP analysis report?

A GAP analysis report process allows a business to determine how to best achieve its business goals. It compares the current state with an ideal state or goals, highlighting shortcomings and opportunities for improvement. In other words, one of our IT GAP analysis report sessions will help you better understand the opportunities and threats to your business' IT systems.

Time to get out the crystal ball: Our technology predictions for 2022

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 04 Jan 2022 14:46:07 GMT

It's time to get out the crystal ball and present our technology predictions for 2022. What’s in store on the technology side of things for this year?

Hello from our very own Mystic Meg, bringing you our technology predictions for 2022!

It’s a brand new year and of course, things aren’t going to stand still in the technology world or anywhere else for that matter. As Heraclitus, a Greek philosopher, famously put it, "Change is the only constant in life."

So, will this year finally bring flying cars and hoverboards? Can we expect to teleport just like in Star Trek?

Well… let’s find out what we think is in store for this year:

Our technology predictions for 2022

Sadly, we can’t promise you flying cars and teleportation, but we can give you an idea of what we think you can expect as a business this year:

1) Hybrid work

It doesn’t take a genius, or a crystal ball, to predict that more and more people are working from home. Of course, with a veritable Greek alphabet soup of Covid variations, it’s sensible for people to continue to work from home at least for the present, but more and more businesses are thinking of continuing the practice of employees working from home even when things are back to normal.

Hybrid work can be good for both employees and businesses, giving flexibility and a more relaxed working environment to employees, without the endless back and forth commute. It also allows businesses to look at working from smaller premises, while still being able to provide all the services they normally do to customers. Bringing in hybrid work can also boost employee motivation, improve employee wellbeing and morale, and give a better work/life balance, so there are many advantages.

However, businesses have to consider two things:

Firstly, you need to consider what technology needs you’re going to have if employees are working completely from home or part-time in the office and the rest of the time at home. You could just let them use their own laptop and mobile with their own broadband connection, but it’s far safer and more secure if you put in place the right technology and company policies from day one , including hiring in a specialist IT company, like Yoozoom, to help with IT support and cyber security .

The other thing to think about is that according to Forrester, “One in three firms that make a new shift to hybrid work models will fail.” The reason for this is that many companies are arranging for work from home, without looking at how the rest of the business is run and whether anything else needs to change. As Forrester puts it, “…shifting to a hybrid model while still designing meetings, job roles, and promotion opportunities around face-to-face experiences will send productivity plummeting and lead execs to question the model instead of the processes they cling to.”

It's time to adapt and be willing to change if you want the new way of working to actually go well.

2) Going digital

With the pandemic and more people working from home, the move to buying online has speeded up and it’s time to take a look at how you interact with your customers now, how you market to them, and whether your website user experience needs to be improved. The more people who buy online, the more they expect a personalised service and a genuinely good experience from start to finish. This doesn’t just apply to B2C customers, but increasingly to B2B transactions. Even big companies are starting to buy their services online with less in the way of face-to-face sales meetings.

Yoozoom can help you ensure a seamless experience for your customers with efficient, well-supported IT systems and great connectivity and communications .

3) Cyber-attacks

Unfortunately, cyber-attacks are on the rise, especially with the advent of more people working from home. It’s far easier for a cybercriminal to attack home workers than it is to attack a full business IT network. It can be done as easily as sending an email by using a phishing scam or an attached virus if the right protections aren’t in place.

There are increasing levels of ransomware attacks , where business files and data are locked by cyber criminals until a ransom is paid.

Phishing attacks are increasing too, including versions where employees get an email saying one of their colleagues has been infected by Covid and asking them to click on a link to find out how to keep safe. Of course, the link will either contain malware or encourage the employee to fill in sensitive information that may enable the hacker to get into the company network.

Not only can a cyber-attack be expensive for businesses if they pay the ransom to get their files back or have to pay for repairs and upgrades to their network, but the disruption caused and time lost can affect their reputation and impact their customers. In some cases, it has resulted in businesses shutting down permanently after an attack.

A cyber-attack isn’t just an annoyance but a real threat, so businesses need to remain vigilant and keep up to date with the latest scams and cyber-attacks.

Choose Yoozoom today

The good news is that partnering with a company like Yoozoom can give you all the protection and security you need to keep your company safe. We can block spoof emails from ever reaching your employees, monitor your network in real-time to watch out for attacks, keep your systems constantly updated and patched to protect against new vulnerabilities, and of course, provide regular secure backups. We can also help you put in place a disaster recovery plan .

Why not book yourself our free Gap Analysis Report ? We’ll do a strategic overview of your current IT systems and provide you with a thorough report on both negatives and positives in your current systems. We can find areas for improvement and, if you’d like us to, we can fill the gaps and implement all the IT support you need to streamline your business and keep it secure.

So, there you have our technology predictions for 2022. Yes, there’ll be a lot of change, but we think it’s an exciting time, with the potential for massive improvements in the way we do things that will bring a positive impact to employees, businesses, and consumers.

Before we go, the lottery numbers for this week are… Oops. Sorry. The dog just ran off with our crystal ball!

Whatever happens in 2022, you can count on Yoozoom for all your IT needs. Give our friendly team a call or drop us an email to see how we can help.

Business mobile phone plans: how they can help you beat the queues and boost your bottom line

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 04 Jan 2022 14:11:45 GMT

Are you suffering from the business mobile blues? Learn how our business mobile phone plans can help you skip customer service queues and find the best deal.

Have you heard the one about the $218 trillion phone bill ?

We’re not joking. Back in 2006, a Malaysian man received a bill for 806,400,000,000,000 ringgit, equivalent to $218 trillion – or 87% of the world’s combined financial wealth today .

Or how about the organisation that was hit with a $20,000 bill after it was accused of using 1.3TB of data over 10 days…from one smartphone?

Bear in mind, if you streamed YouTube in 4K resolution constantly over 10 days, you’d use about half that amount.

Now, we’re not trying to vilify phone companies. These examples are noteworthy only because they’re so extraordinarily weird. We’d guess they were mistakes caused by software bugs or simple human error.

But mistakes or not, they hint at something universal. Few of us (we hope) have faced multi-trillion-dollar phone bills, but many of us will have our own horror stories about dealing with mobile providers.

Perhaps you’ve waited for more than an hour to get through to customer services. Or you’ve become hopelessly lost trying to navigate an automated menu. (“I’ve already pressed ‘1’ to continue… 30 chuffing times! ”)

It’s bad enough trying to fix problems for your personal mobile device. If you’re managing a fleet of devices for a business, the frustration can become unbearable.

Again, let us stress the point – we’re not saying this is the fault of mobile companies. They have millions of customers to manage. They can’t possibly keep everyone happy all of the time.

However, this is hardly going to be at the forefront of your mind when you have 60 devices to deal with and you’ve been on hold for the last 20 minutes.

Wouldn’t it be simpler if you had a single point of contact who you could reach reliably by phone, text or email? Somebody who keeps up to date with your business, your needs and any ongoing issues? Heck, somebody who remembers your name ?

No, we’re not playing “fantasy business benefits”. This is what you get when you purchase business mobile phone plans through Yoozoom. We provide a dedicated account manager so you can skip the queues and get friendly, expert help whenever you need it.

And that’s not all. We’ve thought long and hard about how we can help businesses stay connected without the stress.

Read on to see how we might be able to help you.

I want the freedom to change my mobile hardware and contract term

Long contracts suit personal use. You sign up for, say, a two-year contract, pay a simple, flat rate every month, and get a shiny new device when you renew. Bish bash bosh, that’s your day-to-day mobile needs sorted.

For some businesses though, this kind of arrangement just isn’t flexible enough. The business world is volatile, and firms need to make fast, pre-emptive changes to stay competitive.

The answer? Yoozoom’s Flex SIM deal – our name for our short-contract SIM-only mobile plans.

Sign up for Flex SIM, and you can cancel or change your contract with just 30 days notice. This means you can seek more favourable terms or upgrade your hardware when it suits you.

If you want to stay in your contract but just need more mobile broadband data, just let us know. We’ll be happy to reduce your upgrade your allowance, all the way up to providing unlimited data.

Any hidden charges? If you cancel within the first 24 months, you’ll have to pay a £35 fee. That’s it. And it’s not hidden because we just told you about it.

I don’t have time to seek the best deal for my business

It would be all well and good if your job title was “Mobile Phone Contract Sorter-Outer”, but we’d be willing to wager it isn’t.

The fact of the matter is: we’re all busy. We all have to-do lists that would give War and Peace a run for its money. When “looking for the best phone deal” is one of 4,000 things you have to get done, it’s understandable that it might fall down the back of the proverbial sofa.

Good news. We do have time. Sign up for Yoozoom’s business mobile plan, and our experts will work hard to find you a favourable contract, taking into account your business’s unique needs and circumstances.

“But,” you might be asking yourself, “won’t you just sign us up to your favoured provider, stick a cherry on top and call it a day?”

That’s a good question with an easy answer: no. We don’t have a favoured provider. We’re free to find the best deals for our clients because we’re network agnostic .

Being network agnostic means being completely independent. We have no secretive contracts or special terms in place with mobile providers. The only thing that drives our decision making is meeting your requirements and improving your return on investment.

Plus, if you do have any problems with your contract, we’re here to help sort it out.

I want to protect my devices against damage and breakdown

Sure, mobile companies might offer insurance for your fleet of phones, but this is often restrictive. The policy may only cover devices supplied by the mobile provider, and it might be automatically cancelled if you make too many claims.

It doesn’t take a business guru to realise that these terms are unrealistic. In the real world, it’s impossible to know when a phone will go to hardware heaven. What are you supposed to do if dozens of devices suffer damage in a short timeframe? Just write them off and leave them gathering dust in a drawer because you don’t want to lose access to your insurance policy?

Surprise surprise, we’ve come up with a solution. Our break-fix service plan .

Here’s how it works: you pay one simple cost to cover your whole fleet. If something goes wrong, we’ll collect the device, fix it fast, and deliver it back to you.

Speed is our highest priority. Our engineers work like greased cheetahs so you can get back to business as quickly as possible.

We don’t charge for individual repairs, item collection or delivery. Your one payment covers all of the above and entitles you to unlimited servicing.

Here are just some of the damages covered:

- Screen damage

- Faulty buttons

- Audio issues

- Charging ports and other sockets

- Cameras and lenses

- Batteries

- Housing and framework

- Liquid damage

I want to know more

Great! We’re always happy to help.

Start by looking at our dedicated business mobile page . Or, if you want to chat ASAP, book a no-obligation appointment online .

While you’re at it, you might want to sign up to our Knowledge Hub . We’ll send you genuinely useful tech tips – no spam, promise.

Is Your IT Net Zero?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 03 Jan 2022 09:00:10 GMT

Businesses are over the Western world have a new target to achieve - Net-Zero. Many will look at their operations and the energy they consume as a business but ultimately fail to consider the hidden carbon they are producing just by the sheer act of sending an email or opening a word document.

A quick look over your energy bills tells only a tiny fraction of the carbon story. With many now fully in the cloud , it's worth investigating just how much carbon is produced by "cloud" services. Luckily the most popular cloud services such as Microsoft's Azure & Amazon AWS strive for carbon neutrality.

Microsoft has a whole library of information dedicated to its mission to Net-Zero. Azure , as a part of Microsoft, has been 100 per cent carbon neutral since 2012. This means they are removing as much carbon each year as they emit, either by carbon removal (carbon offsetting) or reducing carbon emissions.

By 2030 Microsoft aims to be "carbon negative". They want to remove more carbon each year than they emit. By 2050, the goal is to remove all of the historical carbon emitted – either directly or by electrical consumption – since Microsoft was founded in 1975. Azure, data centres and sustainable cloud infrastructure are more than just business – they provide an incredible opportunity to give back to the communities.

Azure has committed to focusing on four critical areas of environmental impact to local communities – carbon, water, waste and ecosystems. In a 2018 report, a study found that using Azure services can be up to 93% more efficient than having physical servers. Diving into the detail of this study, the actual energy savings are made by using shared compute resources and higher efficiency hardware, which is tailored for a cloud environment . A physical server, for example, may sit powered on 24/7, and only a tiny fraction of the resources it's capable of using are actually put to use during the day to day activity.

Whereas shared resources compute power can be pooled to many users across multiple businesses within the data centre cloud. It's not all about the cloud, though, when it comes to net zero. There are other factors to consider, for example, the power saving settings on your workstation or laptop. Now, this may sound like small peanuts; however, if you multiply incorrect power-saving settings across an entire company, the carbon that's produced while a machine is on but not being used can add up.

Having the correct power settings enabled company-wide is something that all good IT providers (including ourselves) can help you manage. Using tools such as remote monitoring and management (RMM), we can quickly detect incorrect power settings and apply the proper settings to the correct devices.

Want more information about how we can help your business achieve net-zero? Contact us today .

How to move your business without losing your marbles

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 20 Dec 2021 09:15:02 GMT

Moving office IT planning: How to move your business without losing your marbles. How to organise your move and plan your IT needs in your new location.

If you’ve ever spent weeks packing up your entire life, eaten pizza every night for a month because you’re too tired to cook, and gone to bed dreaming of packing tape and more boxes than you’ve ever seen before, then you know how stressful moving house can be. Moving offices can be just as stressful as moving house, only with the added complication of having to sort out moving your IT at the same time. However, with good moving office IT planning and the help of your IT support team , it doesn’t have to be a total nightmare.

Yoozoom is highly experienced in helping our clients move and ensuring that all their IT needs are met ready for day one in the new office. Read on for our tips on how to move your IT without losing your marbles.

Moving office IT planning

This is where our checklist and our support can make your life a whole lot easier. Instead of wondering if you’ve remembered everything you need to do and if you’re going to spend day one in your new space with no phones working and your computers on the blink, follow our checklist and relax.

Our top tip: moving office is the perfect time to look at your IT needs and see where you can make improvements. You don’t have to stick with what you’ve currently got. You could find that an IT audit from your IT provider is worth doing before you move. You can then think about how you can make your IT systems the best they can currently be right now and how you can future proof your business too.

1) Plan everything well in advance

You need plenty of time to pack up and vacate your old offices, but you also need time to organise moving your IT equipment and services so they’re ready to go on the first day. Start planning at least two to three months in advance to give yourself plenty of time.

With two months to go, inform anyone involved in providing your IT services, including your IT support team so they can help you with the move, your internet service providers, and carriers.

Plan a site visit with the IT team so you can check what is already in place and what you’ll need to add.

2) Take stock of what you’ve got

Now is the perfect time to take a look at the IT equipment you’ve currently got and decide whether you still need it and if you’d be better with an upgrade. Do a full inventory of every piece of IT kit in your office then go through it and evaluate it.

If you have any leased items that you don’t need, get those sent back, and arrange proper disposal of any broken equipment. Then list any equipment that needs an upgrade so you can decide what to do with it before you move. Do that now and you won’t have to pack things you don’t need!

3) Look at business connectivity

You can’t afford to start life in your new office with no way of communicating. You need to hit the ground running on day one. Take a look at your new office and check whether it has everything you need before you move in.

How many power outlets are there? Do you have enough phone lines and enough cat5/cat6 cables?

If not, get busy arranging those and look at internet access and what type of phone system you’ll need.

4) Visit your new office

Take your IT provider and a cabling company along on a visit to the new premises. This is a vital step in ensuring that everything is set up for you when you move.

Talk through where you will put desks, where computers and printers will go. Check how many power sockets there are, where cabling needs to be, and if the server room (If you have one) is adequate in terms of space, power, security, and cooling.

5) Back up everything!

Don’t just back up your data once, do it multiple times, including backing up to the cloud. Then take your physical backup copies with you to the new office in a separate trip rather than with the main move, so you know at least one version has arrived safely.

You can’t afford data loss or damage during your move, so protect your business and make your backups a priority.

6) Arrange the move

IT equipment needs specialist handling during a move. Get your IT support provider involved and let them deal with carefully moving your IT equipment to the new premises and the set-up at the other end.

It’s helpful to mark up cables, wiring and equipment before you move so that it’s clear where everything needs to go. Keep staff informed of what’s happening and ensure they know how to shut down IT equipment safely on the last day in the old office.

It’s also a good idea to make a list of everyone you need for the move and keep their contact details with you, just in case.

7) Moving day!

It’s finally here and you’re ready to go. Here’s what needs to happen next:

• Your IT support team should be there bright and early to complete set up of your IT equipment.

• All cabling and equipment should be set up in the right places (this is where you’ll thank yourself for labelling everything!)

• Once everything is up and running, fully test your phone system, including if each number works and if call forwarding is working.

• Next, test every network connection and make sure they’re fully working.

• Start your servers and test.

• Once your computers are set up, check they’re all working properly and connected to the network and the internet. Check emails are coming through and that everyone can get to everything they need to do their job.

• It’s also a good idea to walk through the office with IT before they go to do a last-minute check on everything.

Over the next few days and weeks, keep an eye on things and ask your staff to feed back if they’re having any problems.

Moving office IT planning doesn’t have to be hard. Rely on your IT support company for advice and practical assistance during the move and you might even find that it’s a breeze!

Get in touch with our friendly team at Yoozoom to talk about how we can help you move without wanting to poke your eyes out with a sharp stick.

IT Support when working from home

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 17 Dec 2021 15:29:59 GMT

How to manage IT Support when working from home and protect your business. Prevent cybercriminals from accessing your data and keep your business up and running in case of an attack.

With more people home working than ever before due to the pandemic, and businesses increasingly looking at making this a permanent thing, it’s fair to say that businesses and IT teams are having a challenging time of it. It’s not nearly so easy for in-house teams to manage IT Support when working from home as it is to do it when staff are all working on business premises.

A 2021 survey from the Institute of Directors shows that “63% of business leaders intend to shift towards one to four days of remote working per week,” and that some companies are even considering letting their staff work from home all the time, it looks like remote working is here to stay.

But cybercrime is a serious issue for businesses and, without the right IT support in place, it’s harder to protect remote workers. There are some scary statistics out there about cyber-attacks , including this one from Kaspersky: Between April and June 2021 their “file antivirus detected 68,294,298 unique malicious and potentially unwanted objects”. That’s just from one antivirus company over only 3 months and it shows the scale of these attacks.

From PurpleSec’s 2021 Cyber Security Statistics: The Ultimate List Of Stats, Data & Trends , “A new organization will fall victim to ransomware every 14 seconds in 2019, and every 11 seconds by 2021,” “Ransomware attacks are growing more than 350% annually,” and “1.5 million new phishing sites are created every month.”

There’s also this from the UK government’s Cyber Security Breaches Survey 2021 : “Among the 39 percent of businesses and 26 percent of charities that identify breaches or attacks, one in five (21% and 18% respectively) end up losing money, data or other assets.”

Businesses have been fined serious amounts of money by ICO due to data breaches, but it's not just about the money, it's about the damage to business reputations and the disruption of dealing with a cyber-attack. Without the right protection in place, businesses can lose far too much time that they can’t afford. From PurpleSec’s 2021 Cyber Security Statistics: The Ultimate List Of Stats, Data & Trends , “34% of businesses hit with malware took a week or more to regain access to their data.”

The HP Wolf Security Blurred Lines & Blindspots Report had some interesting things to say about home working, too:

“27% of respondents use their work device to play games more than before the pandemic – rising to 43% for parents of children aged 5-16.”

“70% of office workers surveyed admit to using their work devices for personal tasks, while 69% are using personal laptops or printers for work activities.”

The risks of working from home are far more than just getting kids’ sticky fingers on the keyboard or jam butties in the DVD drive.

But it’s not all doom and gloom. There are things you can do to protect your business and keep cybercriminals away.

IT Support when working from home

The main thing to do to protect your business is to hire a specialist IT support team, like Yoozoom. We have ISO 27001 and Cyber Essentials Plus accreditations and provide a range of systems to prevent cyber-attacks, both in the office and at home. We offer multi-factor authentication, anti-malware programs, specialist tracing systems that protect against viruses, regular backups, and more. We’ll protect your network, your hardware, your software, and your data, and develop a disaster recovery plan with you to get your company back up and running again quickly if anything happens.

In addition, there are things you can do yourself to help with IT support when working from home:

1) Ditch BYOD!

What the heck is BYOD? It sounds like some sort of horrible boot camp where you’ll end up eating lettuce leaves at every meal and doing cardio from morning till night, but it just stands for Bring Your Own Device. It’s the practice of letting employees use their own laptops and other devices for work purposes. Why not let them? Because a company-issued laptop will have far better protection on it than anything your people can arrange at home. The other reason is that you have no idea who has used that personal laptop, what sites they’ve visited or links they’ve clicked on. Far safer to have a properly set up device with access controls and a policy in place that it’s for work use only.

2) Introduce home working policies

These policies should cover everything from ensuring devices are work use only, as above, to what employees are allowed to do on them. Your policy should cover internet and email use, what apps people are allowed to download to their devices, information on cyber attacks and what to do, security information, and a strong passwords policy.

You can find a template to start you off on The IT Governance site by clicking this link .

3) Educate your employees

You need employee buy-in if you’re going to make home working as safe as possible, and the best way to get that is to tell them why it matters so much. Educate them on what spam and phishing emails look like and keep them up to date regularly on the latest types of cyber-attacks. Give them clear steps to take if something happens, so they know what to do and who to contact if they accidentally click on a link they shouldn’t have, or if they get a virus.

Teach them about strong passwords, different passwords for every app and account, and make sure they know to change passwords regularly. Unbelievably in 2021, the most used password is still ‘123456’ and ‘password’ is still high on the list of most commonly used passwords !

If they’re using their own home router to get online, get your IT team to set up a VPN instead, or at the very least teach them how to secure their router .

4) Prepare for how to handle a cyber-attack

If you have a procedure in place for what to do in the event of a cyber-attack , you’ll be much better prepared and you’ll likely handle it better.

This is something Yoozoom can help you with, along with implementing a disaster recovery plan .

You’d need to do a risk assessment of cyber threats and look at how to protect against attacks and what to do if an attack happens. With your IT provider , ensure you have the right protections in place and then ensure that everyone in your business knows the importance of guarding against cyber-attacks and what to do.

Here’s a guide from the National Cyber Security Centre on this subject .

This is an ongoing process to keep up to date with the latest cybercrime activities and continually assess what needs to be done, but you don’t have to do it all by yourself. Get the help of a professional IT support team and let them take some of the load.

Get a free GAP analysis report for your business

What we'll provide:

A 1 hour call to discuss your current IT setup, goals and processes.
A detailed document that outlines our suggestions for improving your IT systems.
A detailed review of your cyber security and how you can improve it.
A 30 minute video call to explain the document and answer any questions you may have.

With Yoozoom’s professional IT support and cyber security, you can have full peace of mind that your business is protected and that the only spam left is in the sandwiches. Why not give our friendly team a call and have a chat to see how we can help? Alternatively, click here to learn more about our GAP analysis report .

Cisco Webex, Teams and Wildix phone systems - which is the right system for you?

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 17 Dec 2021 12:07:08 GMT

Cisco Webex, Teams and Wildix phone systems - which is right for you?

We compare 3 of the best VoIP systems around, namely Cisco Webex, Teams and Wildix phone systems. Find out how they stack up against each other in this helpful guide!

Do people still talk to each other on the old dog and bone? In these days of instant messaging and Zoom calls, sometimes it can feel like the art of the phone conversation is becoming a lost one.

However, when you need to close that big deal, check in with a colleague you haven't spoken with in a while, or just have an honest and open chat with someone, 'sliding into their DMs' just won't cut it. You need to pick up the blower. And when you do, you need to know you have a phone system you can rely on.

As many of us now work at least some of the time from home, the office phone system has had to adapt, and like most things these days, this technology has moved to the cloud - in what is known as VoIP (Voice over Internet Protocol). In simple terms, this means no costly and cumbersome on-site equipment as everything is hosted virtually for you and can easily be accessed via your various devices, such as your laptop and smartphone.

There are many VoIP systems to choose from, so doing so is easier said than done. But don't worry, help is at hand! We've put together this handy guide, which will help you compare 3 of the best around, namely Cisco Webex, Teams and Wildix phone systems.

Microsoft Teams

Introduced in November 2016, Microsoft Teams is primarily an instant messaging service that includes integrated VoIP services. It is available for Windows 10 users with an Office 365 subscription plan or on the web via browser access.

Handy features include automatic transcription based on speech-to-text technology through Cortana, so users can quickly create documents and access files through numerous apps such as Power BI, Microsoft Graph, and Sharepoint.

For offices that already rely heavily on the Microsoft Office suite of applications, Teams is a compelling choice, however, Mac users would need another platform or single-purpose app to do their work.

At a glance, people love Microsoft Teams for its:

• Calendar and email tools

• Integrations with Microsoft 365 and third-party apps

• Advanced video tools like virtual backgrounds

• Direct routing features

• Built-in authentication protocols for security

Cisco Webex

First released in 2001, Cisco Webex is a video conferencing and collaboration platform that has become a popular choice, particularly with large businesses. It is available as a web-based service for all devices as well as an app for both Android and iOS users. The app allows users to join meetings, share content, and record meetings. For larger groups of people, up to 100 participants, Cisco offers its "Webex Teams" product which includes features such as messaging, file sharing, and calling.

One of the biggest benefits of using Cisco Webex is that it has been around much longer than Microsoft Teams and therefore has had more time to perfect its features. It also has many more apps integrated into the platform making it easier for users to access all of their work files in one place. Unfortunately, Cisco doesn't have a system in place that would allow both Android and iOS users to join meetings at the same time which can be limiting depending on your team's needs.

At a glance, people love Cisco Webex for its:

• Virtual whiteboarding

• Call recording and transcriptions

• Screen sharing features with annotation options

• Enterprise-grade security

• Third-party integrations with apps like Salesforce and G-Suite

Wildix PBX

Wildix is an IP-PBX phone system predominantly aimed at small to medium-sized businesses (up to 50 users). It allows users to manage calls, hold video conferences and message each other through its cloud service. Because it was created with VoIP technology in mind, it works seamlessly across multiple devices including Windows PCs, Macs, Linux machines, smartphones (iOS and Android), tablets (Android and iOS), and even conference rooms with video conferencing systems.

One of the biggest benefits of using Wildix is that it is a fully cloud-based service, which makes it easily scalable to businesses of any size. It is also very affordable when compared to other VoIP phone systems and collaboration platforms. Additionally, Wildix offers a wide range of features such as voicemail, music on hold, call queues, and more that are not found in Cisco Webex or Microsoft Teams. The only downside to using Wildix is that it can be difficult to set up for those who are not tech-savvy. What's more, it doesn't have the same widespread adoption as Cisco or Microsoft products, which could lead to some collaboration issues.

At a glance, people love Wildix for its:

• Easy-to-use webinar & video conference features

• Browser-based audio, video, chat and desktop sharing collaboration

• Smart remote working solutions

• Evolved live chat functionality

Cisco Webex, Teams and Wildix phone systems: Which one should you choose?

To summarise, all of these systems have pros and cons. If you are looking for a platform with many integrated apps, Cisco Webex is a sound choice. If your business relies heavily on Microsoft's software, then Teams makes a lot of sense. If you are looking for an affordable system that can grow with your business, Wildix is a great option.

If you're still feeling a bit lost, don't worry, contact us today and one of our friendly team members will be able to advise you on the best option for your business. In the meantime, if you want to learn more about the latest developments in the world of VoIP and PBX, why not sign up for our mailing list?

How to choose a VoIP provider for your organisation

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 13 Dec 2021 09:00:05 GMT

Feeling voiceless in the world of VoIP? Get the lowdown on how to choose a VoIP provider that suits your business with our handy, no-nonsense guide.

Over the past decade, VoIP technology has become standard for SMEs looking to enjoy a convenient, low-cost way to provide their teams with the communication tools required for a modern and efficient workplace. Don't worry if it feels over your head, there are a few tips and tricks to use when choosing to partner with a VoIP provider. Let's run through what to look for in a VoIP provider, and how to avoid the pitfalls made by many SMEs when choosing a service. Use these hints to become a VoIP superstar and ensure your organisation ends up with the communications service it deserves!

VoIP doesn’t have to cost a fortune

The beauty of VoIP is that services and features can be cherry-picked to the requirements of your organisation. This allows you to find the sweet spot between the features you need and the budget you’ve got to work with.

By comparing prices online, you should be able to find a suitable package for your organisation. At Yoozoom, we consider ourselves an authority on all things VoIP, and we’ll be happy to discuss how the technology works, how unified communications can be utilised to improve efficiency, and what sort of package will be best suited to your business, depending on its size, turnover, level of daily communication and industry.

While it’s true that some VoIP packages are expensive, more often than not, these come with more bells and whistles than a campanologist who moonlights as a referee on the weekend - which brings us to our next point:

Focus on the features you need

One way to really keep VoIP affordable is to think about the features you’re going to need. Start-ups and growth-stage businesses will need to carefully anticipate their current requirements while considering what they might need in the future. Sure, entry-level features and a small number of phone lines might seem like a good idea now, but what if business begins to take off and you’re tied into a contract for eighteen months? What you need in this instance, is a provider that offers flexibility and…

...Scalability

The ability to scale a contract up and down during peak and off-peak business periods is a must. For example, if your organisation tends to get really busy during a specific time of year and requires temporary call handlers during a holiday season rush, you’re going to want a VoIP provider that can react to this in real-time and allow you to upgrade your service with a simple call or email. Thankfully, Yoozoom provides scalable VoIP solutions for businesses of all shapes and sizes.

Collaboration at the work-from-home station

Whether you love it or hate it, the flexibility of working from home looks like it’s here to stay, which means you need a VoIP with the flexibility to match. VoIP is more than simply fielding calls; in fact, full-featured VoIP services can enable your teams to interact and work remotely with one another online. These capabilities can be accessed through a single unified communications client, or via separate apps which offer third-party integration.

At Yoozoom, we’re specialists in delivering cloud telephony services , IT managed services and cloud migration . If you’re looking to ensure your work-from-homers aren’t pulling a Homer and would like to facilitate more streamlined communication among remote teams, allow us to do our thing and drag your business kicking and screaming into the modern age.

Security

Security is paramount for any cloud-based service that you make part of your business, let alone the hub of your business communications. When choosing a VoIP provider, be certain to do your due diligence on any potential suppliers to find out where the responsibility lies for things like data storage, and ensure that any service provided offers end-to-end encryption. You may even want to explore advanced security options too, such as multi-factor authentication.

Cyber crime evolves as quickly as the technology that facilitates new ways of working. One of the biggest challenges faced in recent years is ensuring that unified communications are secure in an era where more of us are working remotely than ever.

Naturally, Yoozoom is built for enterprise-level communications, and we put a premium on our security stack. Regardless of the size of your organisation, you can rest assured that your data is secure with us.

Strong working relationships

While we mentioned earlier that VoIP isn’t exciting, that doesn’t mean your communications with your provider can’t be. As a Yorkshire-based company, we believe in offering the local touch, and that means getting to know our clients. Understanding what you do helps us to better serve you by having more of an insight into your business than some faceless multinational purveyor of VoIP.

We’re here to bring a human side to digital communications, and we’re happy to check in as regularly as you like to ensure you’re happy with our services. If you’re not, tell us and we’ll be certain to put things right - or if you have any suggestions, we’ll be happy to implement them where we can.

Want to know more? Call us for a cuppa and a chat!

We understand that the VoIP needs of each organisation are different and that each organisation has a preferred way to communicate with both internal and external contacts. Whether this means having a unified system or separate software solutions is down to you - but we want to know!

Our bespoke VoIP service is here to make your communications a doddle, which allows you to focus on important tasks like pulling in those customers and enjoying a healthy return on investment. If you’d like to know more about what we do and how we can transform your business, please don’t hesitate to get the kettle on and give us a call today or, to learn more about phone systems, click here .

Are VoIP calls secure

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 06 Dec 2021 09:00:04 GMT

Are VoIP calls secure? Can VoIP calls be intercepted or changed, and can you count on them to be reliable for your business communications?

Are VoIP call secure? Sort of, VoIP calls are sort of secure. There you go. You can go off and grab a cuppa now!

That’s the very short version and, of course, you know us, we do like to talk, so buckle up for a dig into what VoIP is, what is and isn't secure, and why it’s the best thing since Mickey Mouse.

What is VoIP?

Quick refresher time! In Yorkshire, we like to call a spade a spade, not a long-handled, flat-bladed, digging implement. Likewise, our definition of VoIP is simply that you can make calls over the internet instead of with a standard phone system .

Obviously, there’s a lot more to it than that and we could get really technical on the subject, but that’s it in a nutshell.

How does VoIP work?

Well, now you’re asking. Instead of using cables and wires, like the standard phone system, all you need for VoIP is your usual IT goodies that you’ll already have in your business. You need an internet connection and computers to make it work. You can get VoIP handsets if you want a standard phone to pick up, but VoIP will work on your computer with just a headset.

The way VoIP works is to break your voice call down into data packets. These are transmitted across the internet to the person on the other end of the call and reassembled. You can’t hear any of that when you call. It just sounds like a standard phone call, only very crisp and clear. ( Click here to learn more on how it works )

Where the heck does Mickey Mouse come into it then? Well, depending on how far back you want to go, the beginnings of VoIP can be found way back in 1928 in the US when Bell Labs was formed. One of their engineers invented the vocoder in 1938, which could recreate human speech, and that’s still part of VoIP technology today. And Mickey Mouse? 1928 is the same year he made his debut on screen.

Are there any security concerns with VoIP?

Hackers are forever trying to hack computer systems and steal data, with a variety of alarming tricks, including phishing, viruses, social engineering, and ransomware, so naturally, with VoIP being internet-based, it’ll be a target.

No business can afford their communications to go down or to have any kind of a data breach so let’s look at the possibilities of security risk with VoIP.

1) Call interception

Just what it says on the tin. If you have an unencrypted voice call, hackers can intercept it, listen to it, and also watch any video transmitted. Not what you want when you’re dealing with sensitive business and client information.

2) Denial of Service (DoS)

Your phone system can be flooded with information or traffic to overwhelm it and deplete resources. This can shut down the system or at the very least interrupt it, leaving you without reliable calling and communication.

3) Phishing

Yes, phishing can happen on voice calls too. A hacker can call in and make the caller ID look correct, then trick you into handing over information, passwords, and other sensitive data.

4) Toll fraud

If someone can make outside calls from your system, they can dial expensive numbers that rack up costs, and you’d be liable for them.

There’s more, but you get the idea. Hackers would love to get their hands on your data and if they can attack VoIP, they will.

Are VoIP calls secure?

We’ve just given you a laundry list of things that can go wrong.

The question you should be asking is this: ‘Is my network secure?’ While there is no perfect system, our IT specialists can help you understand your network security and make suggestions on improving things such as encryption and data cyber security.

For us, that’s priceless. We love to provide top-quality services that give our customers peace of mind and the most efficient way of working.

VoIP offers many advantages. With VoIP calls, you get incredibly clear and crisp calls and video, on a secure system. As it’s cloud-based and needs the internet to work, we can also advise you on options like leased lines where you can ensure your internet access is robust and reliable to keep your business moving.

A VoIP telephone system is perfect for remote workers too, which considering the increase of remote working since the pandemic, is a very good thing. Instead of answering their home phone, your home workers look completely professional as they can take their work phone number with them, even if they’re on the road.

With our VoIP options, you can scale and easily add new users or remove unneeded ones, and you get a whole host of features, including call reporting, voice recording, free calls any time of the day or night, and voicemail. It’s flexible, more cost-effective than a standard phone system and it grows as your business grows with no hassle and no handling and installing cables.

With our advice and expertise we can help your network become more secure.

Ready to take the leap and get yourself a cloud-based VoIP system ? Give us a call to discuss what you need. Our friendly team is more than happy to answer any questions you have and help you choose the right solution for your business.

How to protect yourself from ransomware

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 29 Nov 2021 09:00:05 GMT

Backup, block, filter, test, refresh and track may sound like some sort of dance or sports move, but they are in fact vital steps to protect yourself from ransomware.

Understanding how to protect yourself from ransomware is as important as remembering to set your building's alarm system. Without this knowledge, your organisation stands to lose everything.

Having systems in place to guard against this sort of cyber attack could be the difference between hours of productive toil, and that sickening feeling that one keyboard tap has just put your whole enterprise at risk. You could find your data is gone, corrupted or otherwise unusable, or you are completely locked out of all your networked devices.

Help in removing and recovering from malicious software – which includes ransomware – is a whole different topic. However, let’s start by looking more closely at what happens if you do cut corners on your business preparedness and virus protection systems.

One way or another, you will pay!

Ransomware attacks are a serious threat to any organisation, but especially to businesses that hold sensitive data or who struggle to remain competitive.

They create a serious dilemma. The National Cyber Security Centre strongly recommends that you don’t pay the money extorted by these anonymous and hard to trace cybercriminals. Not least, as there are no guarantees that your systems and data will be fully restored, even when you receive an infection ‘fix’

Also, when you pay over the fee demanded, you have limited capacity to check whether the ransomware is – in fact- still embedded somewhere in your technology. You could also invite future attacks by your compliance with demands.

If you don’t pay out (or even if you do), you are facing serious business disruption that could cost you time and money. Worst-case scenario, you may never regain your lost or corrupted data, and you will find that your customer trust and reputation have also been badly damaged.

It's no wonder that around 60% of SMEs cease trading completely in the six months following a major data breach.

How can this catastrophe be prevented?

The first rule of protecting yourself from ransomware

You could sum this first point up in two words – back up .

To expand on that, you must constantly and consistently back up all your business data. This should not be a matter of making sure all the IT in your network shares the latest versions of everything. Authentic data backup involves storing it off-site in a secure location, where even a server problem can’t stop you from accessing it.

Bringing in IT support services to structure and automate your data backup can bring huge peace of mind. Especially when it also involves migrating more of your business to Cloud technology, and therefore making your data security and retrieval far more assured. It is a key part of Disaster Recovery planning .

IT support specialists can also help you to avoid Cloud jacking and may well advise you on ways to safely store your backup data in more than one place, to provide extra defence from cyberattacks.

By the way, if you do need to retrieve your data from a secure backup location, double-check you are downloading it onto a clean device first.

Second rule, filter, block and repel

This step in how to protect yourself from ransomware involves having streamlined, well managed and controllable IT systems in place. This includes methods to automatically detect and block viruses and prevent their spread to other devices in your network.

It covers a diverse range of tasks, including mail filtering, website blocking, and applying signatures to block commonly used malicious code. Are your internet security gateways robust enough and have all the devices you use for remote working been updated with sufficiently sophisticated protection?

Ransomware vulnerability testing

Even with good backup processes in place, it’s important to monitor the efficiency of this, especially as it’s unlikely your business will ever standstill! Even the smallest changes to the way you work could create a knock-on effect to the way important information is stored on the Cloud.

In fact, your whole ransomware attack strategy and defences should be tested regularly. Bringing in IT consultants to do this can be highly beneficial. Yoozoom spends so long researching potential cybercrime issues that we know exactly where to find our clients’ ‘soft spots’. However, it’s not just about identifying vulnerabilities, but also finding continuous improvements to reduce the chances of a malware infection.

Staff training and constant refreshers

Don’t ever assume your staff understand your cyber security policies and measures, even if you have delivered training and detailed info in your employee handbook or intranet resources.

People forget, and cybercriminals are a wily bunch who find fresh ways to trick unwitting employees into clicking on malware links. This demands that you deliver thorough cyber security training during employee onboarding, then back that up with frequent refreshers for anyone who has access to your IT. Even if they will only use it rarely.

Managed IT services can help support this process, as your staff will have access to round the clock advice if they spot anything suspicious or need reminders about your cyber security systems in general.

IT updates

As cybercriminals are always finding ways to ‘open doors’ so they can steal or corrupt data, it makes sense for you to constantly be aware of ways of sealing those doors shut with software patches.

In fact, managed services can suggest multiple ways to keep your IT up to date and secure. They will stay awake worrying about the latest threats so you don’t have to, but will also do it well in advance so you can protect your business proactively.

Use of expert IT services

Above are some of the basics in knowing how to protect yourself from ransomware. There are more advanced protections you can use too, including Privileged Access Workstations (PAW), sophisticated firewalls and Multi-Factor Authentication (MFA) , for example.

The IT support specialists at Yoozoom can explain all this and more. We have also tracked down the most powerful cybercrime defence tools to bat away a wide range of digital risks.

For example, Yoozoom recommends and uses a specialist version of Malware Bytes and Skykick data backup to give our clients a ‘belt and braces’ approach to protecting their business.

To hear more and seal all your doors, windows and other IT cracks and gaps, get in touch!

Leased lines: the pros and cons of a dedicated business connection

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 25 Nov 2021 10:18:24 GMT

What does leased-line broadband have to do with Disneyland? Learn about leased lines and discover the benefits and challenges they can bring to your business.

Isn’t the internet great?

We can now communicate at a scale that would have been unimaginable just 30 years ago. We can access petabytes of information, entertainment and commerce in just a few clicks. It’s so seamless and reliable that businesses can migrate their entire operations to the cloud, and enjoy continuous, uninterrupted uptime.

Except…they can’t. Not all of the time, anyway.

Not when the bloke down the road decides to download the complete works of Michael Bay, in full HD, at nine o’clock in the morning. Not when it hits lunchtime and the entire country decides to check their Facebook feeds. Not when your ISP decides, “nope, you’ve used enough data”, just as you hit “upload” on that important document.

This is why many companies are switching to leased-line broadband. They want a dedicated connection that’s fast, reliable, and doesn’t need to be shared with the action movie nut at number 63.

Leased lines promise blazingly quick, always-on internet access. It’s an enticing proposition for brands that rely on the web for their day-to-day business activities.

But is a business leased line all it’s cracked up to be? There’s got to be a catch, right?

We’ll find out soon enough. But first, let’s make sure we’re all on the same…err, webpage.

What is an internet leased line?

Imagine the internet is a popular ride at Disneyland. Let’s say Space Mountain.

Your business needs to go to Space Mountain to host an important online conference. This is fine if it’s not busy – you can walk right in and belt up. But if it’s peak time? Well, sorry, but you’ve got to wait in line with all the other thrillseekers.

Now you’re late. Important stakeholders are waiting at Space Mountain. They’ve done the circuit three times, and they’re starting to feel nauseous.

If you had a leased line, this could all have been avoided. A leased line is like a fast-access pass to Space Mountain. It lets you skip the queue and enjoy as much Space Mountain as you can stomach.

OK, so not every day at the office is going to feel like Disneyland. But the point still stands – a leased line provides a dedicated connection to the Internet. It’s not affected by peaks in usage. It’s there for your business to use and for your business only.

And that’s not all…

The benefits of leased lines

Honestly, when you’ve used a business leased line, going back to basic broadband seems like a hundred-mile step down.

It feels like trying to run a modern business using an ancient dial-up modem. Or eating caviar every day, then trying to sustain yourself on dry toast and digestive biscuits.

We’re fans, in other words. Here’s why.

Speeds of up to 10Gbps

Let’s put this into perspective. The average home broadband connection manages speeds of around 64 megabits per second. Our leased lines can deliver up to 10 gigabits per second. That works out as more than 150 times faster!

99.999% guaranteed uptime

If your standard business broadband connection goes down, tough luck. Leased lines, however, will typically have a service level agreement (SLA) in place. This guarantees a consistent connection and credits you with free time if things go awry. Our industry-leading SLA nets you a full day’s access for each hour of downtime, starting from the very first hour.

Symmetrical download and upload speeds

This is a big one for businesses with high data traffic. Typical broadband gives you acceptable download speeds but significantly throttles uploads. An internet leased line provides warp-speed connections in both directions. Beam me up!

An uncontested, dedicated connection

We’ve covered this already, but it bears repeating. Your business leased line is yours only. You’ll get consistent speeds all the time, no matter what the rest of the world is up to.

Near-complete UK coverage

Our leased-line broadband coverage extends to all corners of the UK, serving more than 100 cities and towns across the country. Unless you’re really remote, it’s more than likely you can get a line installed.

And more…

We’ve only covered the basics here. If you want to learn more, including info on router options, setup times and support, check out our dedicated page here .

The drawbacks

Maybe this is making your sceptical sensors go off. Perhaps you’re thinking, “this all sounds too good to be true”. We won’t sugarcoat things. While leased lines deliver all that they promise, there is one significant hurdle that puts many businesses off – the cost.

Leased-line broadband is an investment. Like any premium service, it costs more than its common-or-garden counterpart.Is the cost worth it? That depends on the kind of business you operate. If you rely on constant cloud access or have high data demands, there’s a good chance the time savings and boost in productivity will be worth the extra outlay.

At the end of the day, that decision will be up to you. However, there are a couple of ways we can help.

As with all our IT services, we strive to offer a competitive price on leased-line internet . When you sign up with us, we work hard to understand your business’s needs, so we can offer a tailored package at a price that works for you. (Ahem… not to mention all the benefits you get from working with a provider that has more than 340 five-star Google reviews. OK, gloat over.)

Secondly, if you need a little help getting the lay of the land, you can sign up for our free gap analysis report . We’ll conduct a thorough evaluation of your current IT infrastructure to determine what services and strategies could help your business meet its goals.

EXTRA SPECIAL BONUS OFFER: If you enquire about a business leased line before Christmas Day, we’ll throw in your first three months of access, completely free of charge.

This is a zero-pressure, zero-commitment deal. All you have to do is enquire on or before Friday, December 24. If you’re ready to sign up in, say, February or March, great! If you decide it’s not right for you, that’s fine too.

In other words, you’ve got nothing to lose. So drop us an enquiry today through our quick online form.

How IT support works

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 22 Nov 2021 09:00:02 GMT

If you want the low-down on how IT support works, you're in the right place. Check out all the details you'll need in our quick-start guide.

If you work with technology on the regular – as most of us do – you know that it has the habit of failing at the very worst time. Urgent report? Software not working. Online training? Internet connectivity issues. Important webinar? That all-too-familiar blue screen of death. If you've ever felt the frustration of malfunctioning hardware or problematic software, you likely already know the value that quality IT support can deliver.

As a business, investing in the right support can save you time, money, and headaches. But how does IT support work? and what can you expect when you outsource IT for your business? If you want to know the basics of how IT support works, we've covered all you need to know in a handy guide below:

Firstly, what is IT support?

IT support refers to any service or helping hand you get to keep your day-to-day technology ticking over. Depending on your business requirements, IT support could mean anything from providing backup and disaster recovery to handling installation and maintenance of your software and network. For many businesses, how IT support works for them is as both a proactive and reactive service. When things go wrong, IT is there to fix them. But out of sight, that team is also working to prevent problems from happening by keeping your hardware and software in the best possible shape.

Why would I outsource when I have perfectly good IT at home?

Internet IT support is far less common in comparison to outsourced services these days. Especially for smaller businesses or those without the requirements for full-time IT staff. An internal IT support specialist may have a skillset specifically for one type of service, whether that's maintaining your network and software or ensuring cybersecurity requirements are met.

By contrast, an outsourced team allows you to have your cake and eat it too. With more comprehensive experience and often a team of specialists, smaller companies benefit from enterprise expertise at a more affordable price point. Outsourced IT support tends to be more customisable and works well for growing businesses as well as those that don't have the budget for in-house IT immediately. More than 34% of businesses used outsourced IT support in 2021, and that number is only likely to grow.

How does it all work, then?

With the differences between in-house and outsourced covered, let's get on to the main event: how IT support works. While the actual process may depend on your choice of service or the specific issue at hand, here's a standard scenario you're likely to encounter when using a support service:

Take notes

The best place to start when you experience a problem is to take note of exactly what's happening and when. Whether you can provide screenshots or just a good description of the issue, giving an accurate impression of your tech problem is step one. This information helps your support service dig into what's going on and figure out how to fix problems quickly and effectively.

Log that ticket

For the majority of IT support services, the next step is logging a ticket with the team. Whether you give them a call on the phone or drop an email, your problem will wing its way over to the support team to take a look at. If your issue is particularly urgent, you should be able to flag it for faster attention to stick you at the top of the list.

Play the (short) waiting game

Once you've done your part, no other work is required. If your tech issue means you can't get on with your work, it's likely your problem is flagged as urgent and is already being worked on. If the issue is something less disastrous, you can continue as you were while waiting for a response. Your IT support service will either be in touch directly or fix the problem for you behind the scenes. How's that for quality service?

Get back to it

Once everything is back in the land of the living, and all technical issues are resolved, your helpful IT support team will close off the ticket. No extra steps or processes are required – and you can get right back to work, even if you did fancy a bit of a break.

Can I have more than the basics?

Not every IT issue is equal. An outsourced IT team is the most versatile solution you have to handle a vast variety of different IT issues beyond network connectivity issues or software glitches. As needed, local IT support services can come to your workplace to install, maintain, and repair various types of hardware. From maintaining on-site servers to handling new technology transitions, how IT support works will depend entirely on what kind of service you need.

Another example of more complex solutions that an IT support service can offer includes handling cybersecurity and compliance requirements. If you work with customer data or have private information, IT support can also lend a helping hand in ensuring your methods are above board and safe for everyone involved. An outsourced IT support team also benefits from a wealth of industry knowledge – which can come in handy when you're planning on upgrading technology or growing your business over time.

Is IT support an all-or-nothing thing?

Not at all. If you're concerned about paying for services you're never going to use, IT support is one area you don't have to worry about. Working with the right outsourced team, like Yoozoom, gives you access to a range of different packages and tailored IT solutions. If you want to know how IT support works for your business needs specifically, a tailored package is ideal for getting everything you want with none of the stuff you don't.

If you're interested in upgrading your IT support, or you just want all of the juicy details on how IT support works, we've got you covered. Drop our team a line today , and we'll chat through how it works for you.

Beware of zombie data: protect your business with professional IT equipment disposal

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 16 Nov 2021 09:25:26 GMT

Even deleted data can come back to haunt your business. Learn about proper IT equipment disposal and data shredding, as well as the benefits of refurbished PCs.

All good things must come to an end.

Our favourite TV shows get cancelled. Glorious summer days turn to Autumn chill. And, as yet, nobody has invented an infinite ice cream sundae machine. (Believe us, we're working on it.)

The same goes for your IT hardware. Mobile phones wear out. Tablets fail. Computers stop being able to keep up with the latest software and security updates. And while we might mourn the loss of good weather and riveting TV, they'll eventually fade into the past and we'll forget all about them. Dead IT hardware, though, is a much more serious matter. Beware, dear reader, because dead hardware can come back to haunt you. (Cue spooky music.)

This isn't some post-Halloween prank. If your zombie hardware falls into the wrong hands, it could doom your business to an early grave. Why? Because while your computers and portables might have gone to the big scrapheap in the sky, the data they contain remains as fresh as a digital daisy. And if nefarious types get hold of this data, it's already too late.

If this happens, expect the worst. Customer and stakeholder data may be compromised. Sensitive information may be leaked. You might even find yourself the victim of blackmail.

Still not scared? These spooky statistics will have you quaking in your boots.

The threat of a data breach is increasing, with US cases rising more than 195% between 2009 and 2019¹
The cost of dealing with a data breach averages around £2.8 million²
On average, it takes businesses 228 days to identify that a data breach has even happened, and 80 days to contain it³
The COVID-19 pandemic has been fruitful for hackers, with scams increasing 400% from February to March 2020⁴

Thankfully, this is all avoidable with proper electronic waste disposal. Read on to discover how you can get rid of old equipment while keeping data secure and safe.

(Bonus: we'll also cover how unwanted hardware can be brought back from the dead. And not in a Frankenstein-y way, either.)

Computer equipment disposal done right

Disposing of IT equipment can feel like playing tennis with yourself.

On the one hand, keeping stuff up to date is essential for security. When our hardware can no longer run the latest operating systems and software, it's good practice to wave goodbye.

(Perish the thought, if you still have a dusty old desktop running Windows XP, get rid of it now. LIKE. RIGHT NOW .)

On the other hand, we've seen the dangers of scrapping hardware without following the proper protocol. It might look like a skip full of IT junk to you, but to a hacker, it's a treasure trove of exploitable information.

This is where we come in.

With our IT equipment disposal service , you can rest assured that your data will be completely and irretrievably destroyed. We'll even provide a certificate to prove it.

Suddenly, it's less an exhausting solo tennis match, and more a relaxing game of catch.

"Pfft," you might be saying to yourself. "It's fine. I'll just wipe the hard drive before I scrap it."

If only it was that easy…

How data comes back from the dead

There's a common misconception concerning data deletion. People tend to think that when a file gets deleted, it… err… gets deleted.

Unfortunately, it's not so simple. When you trash a file, only the reference to that file is deleted. The operating system can't see it anymore, but the data is still there, ready to be plucked from the hard drive by any common-or-garden hacker with a dodgy data recovery tool.

Even so-called "wiped" hard drives aren't safe. More than likely, the data will still be recoverable by tech-savvy ne'er-do-wells.

To ensure data is completely unrecoverable, it needs to be deleted forensically using specialist tools. Plus, the proper protocol needs to be followed to keep the process safe and GDPR compliant.

Needless to say, our data disposal specialists do all of the above. We'll shred your data so even the most advanced tools can't get it back, and provide a certificate to guarantee it's gone.

Environmental considerations

There's a big issue we haven't touched on yet. A really big issue. Planet sized, in fact.

Yes, as electronics become ever more essential to everyday work and life, electronic waste is becoming a bigger and bigger problem for Planet Earth.

Improperly disposed-of hardware can have big costs for the environment. And thanks to something called the WEEE Regulations , it can prove costly for your business too.

Despite what the name suggests, the WEEE Regulations don't determine what you're allowed to shout when riding a log flume. WEEE stands for "Waste Electrical and Electronic Equipment", and the associated regulations lay out environmentally responsible methods for disposing of electronic waste.

Failure to comply can result in hefty fines. Eek.

The regulations can get complicated, but we'd recommend you at least familiarise yourself with the basics. As for the complex and gritty process of PC, phone and laptop disposal? Leave that to us.

The happy side of all this: hardware repair and refurbishment

Allow us to get your attention. We'll give you CASH for old hardware .

Yep, if you have hardware that you no longer need, we'll pay you for it – provided it's in refurbish-able condition.

Not only can this help offset your costs, but you'll get a warm, fuzzy feeling knowing your hardware is going to be reused rather than trashed.

It's all part of our commitment to environmentally responsible PC disposal. If we can repair or refurbish a piece of hardware instead of scrapping it, we almost always will. (While, of course, following our stringent and GDPR-compliant data disposal practices.)

Your hardware might have more mileage in it than you think. Got a piece of IT equipment that can keep pace with the latest security patches, but just isn't working correctly? Our expert engineers will aim to get it back up and running with minimal disruption to your business.

No job is too big or too small. Our phone and computer system repair service can handle everything from zonked hard drives to iPhone screen repair.

Then there's the flip side to this. Maybe you're looking to upgrade your IT equipment on a tight budget? Thanks to our commitment to repair and refurbishment, we have a wide range of refurbished laptops, desktops, phones and tablets for sale.

Perhaps that big IT upgrade will prove cheaper than you ever imagined.

For more information on our computer equipment disposal, repair and refurbishment services, click here . Or get in touch for a no-obligation chat.

Want the latest data security info in your inbox? Sign up for our Knowledge Hub for news and updates from our IT experts.

References

1. Statista, "Annual number of data breaches and exposed records in the United States from 2005 to 2020"

2. IBM, "Cost of a Data Breach Report 2021"

3. IBM, "Cost of a Data Breach Report 2020"

4. Reed Smith, "Coronavirus is now possibly the largest-ever security threat – here's how we may be able to tackle it"

4 ways to improve IT support for remote workers

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 03 Nov 2021 11:00:06 GMT

How To Provide Solid IT Support When Working From Home

In this article, we discuss the many ways that companies can provide expert IT support when working from home to protect their business and employees.

Working from home has a lot of perks for business owners and staff, from cutting costs on office infrastructure to enjoying a shift in your pyjamas. It’s not all cosy blankets and savings on rent, though. Remote working creates new challenges for businesses, particularly when it comes to IT support when working from home. If there is a technical issue with a home working employee, it can be hard to diagnose the problem. What’s more, companies can be more vulnerable to malware and viruses when staff are working from home due to a lack of dedicated, in-house IT support teams.

Thankfully, there are ways to make working from home safer and more secure for businesses by adopting a few important IT support tips. In this article, we are going to outline ways to implement strong IT support practices when working from home.

Ensure your home working staff understand cybersecurity risks

According to research from Infosecurity Group , phishing scams soared by 667% in the month of February 2021. This is most likely a result of scammers looking to capitalise on businesses shifting towards remote working and exploiting new weaknesses. It is much easier to catch potential IT risks when you have a dedicated IT support network available.

For many businesses transitioning to a remote working or hybrid system, IT support has taken a back seat - which has helped cause this spike in cybercrime. In fact, research from Malware Bytes noted that 20% of all businesses experienced some form of a security breach due to staff working from home.

Home working employees are much more likely to overlook certain risks or dismiss risks associated with cybersecurity, which does not bode well for the business. To overcome this, businesses need to make sure that their remote working team are well-informed of the tactics used to defend against cyberattacks. A great way to do that is through training that covers cybersecurity and the steps that staff can take to prevent breaches.

Thankfully, there are a few excellent solutions available to companies struggling with IT issues for remote workers. At Yoozoom, we provide all sorts of support and systems to help protect offices, businesses and home workers. We can provide security tools such as multi-factor authentication, anti-malware software, specialist tracing systems that protect against viruses and much more.

Provide easy access to issue reporting and IT support when working from home

When technology isn’t working as it should, remote workers need to have a channel that they can use to address the issue. Given the current state of affairs with home working, it is no surprise that there have been a few hiccups in terms of IT support when working from home. From staff not understanding how to use video conferencing to problems with logging into networks, remote working has made it harder for staff to ask for help when things go wrong.

Working with a dedicated IT support service like Yoozoom can help you create an easy way for staff working from home to ask for support with their tech woes. This can save time, money and a lot of hassle trying to find and fix the problem because you will have professionals working to address the issue.

There are lots of really useful tools that can be used to help remote workers, from remote desktop support to troubleshooting guides.

Be mindful about remote working staff using their own devices

When setting up staff that are working from home, it is important to outline the rules regarding using personal devices for work duties. Not every company will be able to fork out brand new shiny work computers for staff, so it is often the case that remote workers use their own personal devices. Unfortunately, this can create a heap of problems if rules aren’t established from the outset.

For many remote workers, using their own personal devices at work is a matter of convenience. A survey conducted by Varonis highlighted that 28% of their respondents used personal devices for work-related activities more than any work-issued device. This is a huge risk in terms of cybersecurity and it leaves companies wide open to malware attacks, viruses and other nefarious cyberattacks .

To safeguard against shady online criminals, make sure that you outline rules and regulations about using personal devices for work. Whether that is banning the use of personal devices or encouraging the use of antivirus software and best practices, remote workers need to protect themselves and the business from cybercrime.

Use remote desktop connections to keep sensitive data protected

If your business uses sensitive data and you have remote working staff, you are either a thrillseeker or playing a very risky game. Unless you want to fall foul of the various laws and ramifications surrounding data protection, it is incredibly important to mitigate as much risk of a security breach as possible. One of the best ways to do that is to employ a remote desktop connection.

Remote desktop connections are a great way to let remote working employees log into a business computer while still at home in their slippers. This lets your IT support experts control the environment including security. That way, there is no chance that data might find its way outside of the work environment.

Setting up remote desktops is a breeze, especially if you are using the latest Windows operating system on both devices. The best way to set all of this up is by using a dedicated IT support team such as Yoozoom.

There are lots of ways that you can provide excellent IT support for your staff when they are working from home. From using remote desktop solutions to keep data safe to outlining policies about personal devices for home workers, protecting your business from cybercrime doesn’t have to be difficult.

If you need help protecting your remote workers from the risks of cybercrime, speak with our IT support experts at Yoozoom today.

A passwordless future, how would that work?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 18 Oct 2021 14:22:52 GMT

Passwords can be the weakest link for any business. It takes just one compromised password to bring an entire organisation to its knees. Passwords can be shared, forgotten, hacked, or stolen.

The introduction of passwordless logins can decrease the chances of a potential hack.

Here's what users should know about passwordless logins, how they work, and why they're considered much safer than the traditional way of accessing online accounts.

Passwordless Logins: What Are They?

Passwordless logins ( Also known as multi-factor authentication MFA ) use alternative authentication methods to allow users access. Sometimes, passwordless logins are combined with the use of keys for doubled security.

The use of passwordless logins is safer. Passwordless logins might also turn out to be easier for the end-user, requiring nothing complicated to remember.

Methods like two-way authentication, one-time-password use and fingerprint or biometric tracking are some of the methods used.

Financial institutions and high-security companies were the first to switch to these methods of authentication. If you want to protect the safety of your web users, you should too.

Superior to Passwords

Current methods of password authentication require the combination of a username and password. Let's be honest: it's weak, with most people proven to use passwords that are simple to guess. I'm looking at you Qwerty and Pa55word.

It's far too common for users to use the same password across several platforms. For companies, it presents a cyber security nightmare . These details are easy to forget, share, or steal. That's a risk most companies (and personal users!) would prefer to avoid.

Password managers can increase risk instead of reducing it, with one stolen password putting an entire company at risk. If you do away with passwords entirely, you also negate many of the cyber security risks they might pose to your company.

The consensus is that passwordless logins are the way to a better, more secure future.

A Stronger Stronghold

Passwords are an unnecessary risk when better options are available.

Phishing, ransomware and forgetfulness can sink a business by attacking just one password. Since many employees will use the same password across multiple sites, other hacks can even backfire and affect your business and security.

Passwordless authentication is the direction your business needs to be heading in.

Unpacking Passwordless Authentication

There's one thing that all methods of passwordless authentication have in common: authenticating the user by means other than the traditional (and tedious) username and password.

• OTPS: One-time-Pin authentication methods provide the user with a passkey through a verified device. The OTP is usually temporary and will expire within minutes to hours of being requested.

• BIOMETRICS: Biometrics authentication systems use visual tracking to identify and authenticate the user. This is becoming an increasingly popular choice for high-security systems: proper biometrics systems are harder to fool.

• PUSH Notifications: Push notifications authenticate the user via an app, combined with a platform login. It works much like an OTP system but through a separate system instead of a simple code.

• Fingerprints: Fingerprint systems require a physical fingerprint (and sometimes heat signature) to authenticate the user.

Good For Business

In new research published by NordPass an average person has more passwords than an average pop song has words. As the digital age continues, the list of passwords to remember will only increase.

Don't risk your entire business on the strength of user passwords: switch to superior multi-factor authentication methods today. Click here to learn more about the cyber security options available for your business, or click this link to speak to a cyber security expert today.

Estate agents, it's time to start thinking about cloud telephony

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 18 Oct 2021 14:05:52 GMT

Discover the benefits of cloud telephone systems for estate agents. Learn how VoIP technology can improve efficiency and power up your property business.

We're sure you've heard all the estate agent jokes by now. But we've been working hard on this zinger, so give us one chance to make you laugh?

Question: How many estate agents does it take to install a VoIP phone system?

Answer: None. Just call us and we'll take care of it for you.

Ahem… alright. We admit it needs work. Or maybe the world just isn't ready for cloud phone comedy.

Either way, there's truth behind the gag.

See, we've worked with a number of estate agents in the UK. We know you keep schedules that would make a worker bee demand a pay rise. We know you just don't have time to think about tech, and telephony, and all the complicated stuff that gets in the way of your day job.

And we've seen, first hand, the positive impact cloud telephone systems can have for estate agents.

So forgive the joke. Give us five more minutes of your time, and we'll show you exactly why you should consider cloud telephony, and how we can help you get up and running.

Cloud telephone systems for estate agents: the basics

Consider this your cloud telephony 101. These are the bread-and-butter features that can help you construct a tasty communications sandwich, full of crunchy salad and juicy ROI.

(We'll skip the fundamentals here. But if you need a refresher on VoIP telephones, check out our blog post "How does a VoIP phone system work?"

Call recording

We all know the importance of good record keeping, whether it's to monitor customer service, resolve potential disputes, or improve your business's decision-making processes.

Good news – we can recommend and install VoIP phone systems that have robust call-recording features built right in. And – bonus – these might even be more useful and feature rich than your current call-recording system.

Call management

Our VoIP systems take call management into a whole new dimension. Not only do they allow for the call-forwarding and transferring features you're used to, but they also offer extended collaboration tools that can speed up your communications workflow.

For instance, with the right setup, you can automate call transfers based on all sorts of conditions. This is great for managing high call volumes and can integrate with any virtual receptionist or interactive voice response systems you might have in place.

You can also get live alerts to see whether colleagues are available before you even attempt contact. (No more wasting time playing "who's-at-their-desk bingo".)

Hold music

Yes, hold music is still a thing with VoIP phones. And no, despite them being pretty futuristic, you're not obliged to subject customers to hyper-fast German techno.

Response-time monitoring

As any estate agent knows, customer service is king, and monitoring your agents' response times is a great way to ensure that you're delivering an excellent customer experience.

Our cloud telephone systems let you track key KPIs out of the box. They can even integrate with your current CRM system if you want to really supercharge your service.

Voicemail

Even with the most modern cloud phone systems, good old voicemail isn't going anywhere. And – once again – VoIP offers features above and beyond what most traditional landlines can muster.

Like with any answering service, you can access VoIP voicemails from your telephone handset. But because everything is handled online, you can also listen via software, or even receive audio files directly to your email inbox.

Cloud telephone systems for estate agents: the REALLY impressive stuff

We've covered some of the VoIP features we're often asked about. Here, we're going to talk about the advanced features that can really, REALLY make a difference.

This stuff is especially important for estate agents, because – as you know – in the world of property, wasted time means lost sales. With these tools in your toolbox , you'll be able to offer a service that's as slick as an oiled eel.

Multi-location performance monitoring

We've touched on call performance monitoring already. But where VoIP really shines is in its ability to seamlessly aggregate data from multiple sites.

With cloud telephony, no branch is an island. Your call data is stored securely in a central server, so it's like all your colleagues are in the same building, using the same landline.

Our telephone systems for estate agents offer live transparency of the number of incoming, outbound and missed calls across your entire business. You can access call reports to monitor how different branches are performing. Or you can drill down to individual calls, with comprehensive call recording features.

The wealth of data available is staggering. And in our fast-moving digital world, good data makes all the difference.

Unlimited talk time

We don't need to tell you twice. Estate agents spend a lot of time on the phone, so call charges can quickly become astronomical.

Allow us to instantly lower your blood pressure. The cloud telephone systems we recommend for estate agents offer unlimited calls to UK landlines and mobiles.

No more worrying about your business phone bill. With VoIP, everything is covered with one flat fee. Go on, give your bookkeeper the day off.

Answer office calls, anywhere

How many hours do you think you've wasted by missing client calls? Forgetting to call them back? Calling them a day later having forgotten exactly what the call was about?

VoIP phones work seamlessly across multiple devices. Using an app on your smartphone, you can answer office calls wherever you are – running an errand, driving your car, relaxing with a nice cup of proper tea… (see what we did there?).

To the caller, it's just like they've called you at the office. For you, it means never having to miss a call again.

Integrated video calls and live chat

Imagine a prospective seller wants to contact an agent. Imagine they can simply navigate to your website, begin a live text chat with an agent, then – with the click of a button – start talking to the agent, face to face on video. Imagine they can do this anywhere, from their desktop, mobile or tablet.

It sounds like sorcery. But with our VoIP systems, this scenario can very much be a reality.

Impressive right? Well, get this. Research has shown that, by making contact more seamless, this feature can boost website-to-enquiry conversions by up to 30%.

It's very easy to implement, too. All it takes is a single line of code on your website.

Caller ID

As far as features go, caller ID might not seem all that special. But we know that, for estate agents, knowing who you're talking to is critical.

Greeting callers with a "hi John" or "hello Sally" can make all the difference. It can make the caller feel like they're getting a true, one-to-one service rather than jumping through the usual call-centre hoops.

Our cloud telephony systems make it easy to manage client contacts, so you can nurture multiple client relationships without breaking a sweat.

What about installation?

We won't beat around the bush. Replacing your company phone system is a big decision, and it's not one that should be taken lightly.

That's why we're dedicated to making the experience as smooth as possible for you. All you have to do is clue us in on your business's needs, and we'll recommend a phone system that will provide the biggest boost in your productivity.

We can advise on the best VoIP-enabled handsets, which provide all sorts of useful call monitoring features. And we can suggest software solutions that make colleague-to-colleague collaboration easier than ever.

We'll handle installation too. And training. And we'll provide ongoing 24/7 support.

In other words, we're here to save you time and brainpower, so you can focus all your energy on running and growing your business.

Want to know more? Get in touch with our friendly advisors for a no-obligation chat. (And we really do mean a chat. We don't do hard sells.)

Interested in learning about cloud telephony and other IT services? Subscribe to our knowledge hub , and we'll send you the latest tech news, straight to your inbox.

What are the different types of cloud computing?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 18 Oct 2021 08:15:03 GMT

If you’ve ever heard someone mention sending something to the cloud, they don’t mean via aeroplane! The cloud, or cloud computing more specifically, is a way to store, share and send data on a remote computer server far, far away. There are a few different types of cloud computing that have different functions in terms of usability. This article is going to take a look at these different types of cloud computing to give you a better idea of what ‘the cloud’ really is.

The different types of cloud computing

There are four main types of cloud computing: public clouds, private clouds, hybrid clouds and multi-clouds. Finding the right cloud solution will depend on what you need to do and how it should function. Every cloud is different - just like the real ones! - so you really need to think about how you intend to use it before diving in and choosing a type of cloud computing.

Is the cloud right for your business?

Although the different types of cloud computing are unique, they do share similarities. Every cloud is used to share computer resources across a network. This makes all cloud types suitable for cloud computing. All cloud types use a blend of technologies, but they each have an operating system, management platform and various application programming interfaces. Other similarities include virtual desktop functionality and automation in most cases.

Of course, there are differences between the various types of cloud computing. Below, we're going to break down the various differences between cloud computing types to give you a good idea of what makes them more suitable in certain scenarios.

Public clouds

A public cloud is a cloud-based environment that isn’t owned by the end-user but rented through an IT company. These are incredibly common types of cloud computing and include huge providers like Amazon Web Services, Google Cloud and Microsoft Azure . Public clouds are treated like a service that the public can use for a fee.

A public cloud is usually set up remotely and off-site for the end-user, but it is becoming common for providers to offer on-premise data centres for businesses. Although this is far from the norm, it is growing in popularity and is blurring the lines between ownership of the cloud in the process.

Private clouds

A private cloud is a type of online environment dedicated to a single user, company or group. Any cloud is private if all of the associated infrastructure is used by a single entity, like a business.

Private clouds were traditionally set up on-site by an IT company on behalf of a business. These days, though, organisations are moving towards rented data centres to host their private clouds. This has blurred the lines considerably in terms of ownership and on-site location. As a result, there are now sub-categories for private clouds, such as:

Managed private clouds

A managed private cloud lets customers build their own private cloud that is then managed by a third party. This is a decent option if you have a small IT department but still want to reap the benefits of a private cloud platform.

Dedicated clouds

A dedicated cloud is the online equivalent of a matryoshka doll - it is a cloud within a cloud. Users can host a dedicated cloud from within a public or private cloud. It is basically a form of partitioning and allows businesses to fence off departments. For example, the HR department could have its own dedicated cloud that is just for HR resources.

Hybrid clouds

A hybrid cloud is a tricky one to explain due to its complexity, but we’ll give it a go! Hybrid clouds are a single online environment that has been created through multiple other environments that are connected to each other. This could include local area networks (LAN), wide area networks (WAN) or virtual private networks (VPNs).

There is no set framework for a hybrid cloud - in some cases, it might require the combination of a private and a public cloud. Sometimes it might just be two private or two public clouds. A cloud becomes hybrid when different applications can be moved between different environments under one integrated system. We did say it was kind of tricky!

Multi clouds

Okay, so let’s confuse things a little more. A multi-cloud requires more than one cloud service to be pooled from more than one vendor. It doesn’t matter if it’s private or public. Although all hybrid clouds are a type of multi-cloud, not all multi-cloud platforms are hybrid clouds. A multi-cloud can become a hybrid cloud when you have different clouds connected and integrated together.

Multi clouds are becoming more popular as a way to beef up security and the overall performance of a network environment. They do an excellent job of keeping sensitive data safe and secure and can help with disaster recovery efforts when things go wrong.

Are the different types of cloud more expensive?

When it comes to cloud computing - just like a good pair of shoes, you get what you pay for. Most public clouds are bare-bones if they don’t charge anything for their service, which makes them largely redundant for most businesses. Hybrid clouds will tend to cost the most due to the bespoke work that goes into creating them for companies. Whether it is on-site, off-site or a blend of both, hybrid clouds require more effort to set up effectively can are certainly worth it in the long run.

So, there is quite a lot to unpack when it comes to cloud computing. If you would like to learn the steps required to migrate to the cloud, take a look at our thoughts on the matter here .

There is a lot of flexibility these days when it comes to cloud computing. Whether you're looking to invest in a public, private, hybrid or multi-cloud platform, it really helps to know what the differences are.

Expertise where it matters most

Yoozoom are currently offering a free Gap Analysis Report (Worth £895) to help business owners and IT managers fully understand their options for managing their technology set up. You can learn more about the Gap Analysis Report by clicking here , alternatively, you can click here to speak to one of our experts for free advice on your cloud migration. Of course, you may not yet be at the stage where you're sure if a migration to the cloud is right for you. Don't worry, we've created a number of articles to help you with your research. Click here to learn why you should move to the cloud , or read our shorter article on the subject here . We've also got our Knowledge Hub, where upon signing up , you'll receive regular updates on the latest technology news.

Whatever you choose to do, rest assured, our IT experts are on hand to help you with your move.

What types of things do businesses use IT Support companies for?

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 11 Oct 2021 12:50:10 GMT

What types of things do businesses use IT Support companies for? And is a good IT company really as necessary for your business as Yorkshire puds with your Sunday dinner?

IT companies offer a range of services that can keep your company working smoothly, communicating easily, and fully protected from outside threats. What types of things do businesses use IT Support companies for? Everything from software support and migration to the cloud, to cyber security and communications, giving your business the best possible support and help if things go wrong.

Cloud migration

While migrating to the cloud sounds like taking a nice long trip to the Bespin system (giant Star Wars nerd alert!), of course, it’s about moving your applications and systems from your old servers or data centres to cloud computing.

Why? With the cloud, you can easily scale, and adjust your IT resource needs up or down, as required. You can get new software up and running quickly, and easily add or remove users. Add in the increased security, reduction in costs, and the chance to take advantage of the latest technologies, and cloud computing really is an incredible asset to any business.

A good managed services company can talk you through how to move to the cloud, help you with what to consider to make it happen, and provide you with a smooth, expert transition that has your business ready to go without any hassle.

Software support

Your IT company will be there to do everything from software installation and adding or removing users, to upgrading, installing patches, and providing remote or in-person help. You can access the latest software via the cloud and have it available to all users who need it, with support and troubleshooting immediately available from your IT team.

With experts at hand in all types of software, you don’t have to worry about a thing. You can get advice on the best software for your company, staff can quickly access all the answers they need in using both new and existing software, and you have the peace of mind that help is only a phone call away if you need it.

Communication and connectivity

You no longer need to rely on old telephone systems and slow broadband. With a range of solutions from Voice over Internet Protocol (VoIP) to leased lines , your IT team can ensure you’re never out of touch.

One company can manage your telephone systems and your business broadband and bring in the best solutions for you. You can choose dedicated leased lines with equal upload and download speeds, no contention ratio and no slow down at peak times, or other options, such as Asymmetric Digital Subscriber Line (ADSL) , Fibre to the Cabinet (FTTC) , or Fibre to the Premises (FTTP) . We know that sounds like an alphabet soup, but what they all basically mean for your business is fast and secure connections and greater productivity.

Any IT company worth its salt will talk you through what’s best for your company.

Cyber security

We all remember the WannaCry ransomware attack on the NHS in 2017, and no business wants to be next in finding a ransomware message on their computer screens, with their files encrypted until they pay up.

And it’s not just ransomware that’s the problem. Companies are subject to phishing attacks, viruses , trojans , and a whole slew of malware that can cause slow systems , damaged or erased files, serious data breaches, and more. These attacks can come with a range of consequences you’d rather not think about, like loss of income, reputation and customers and, with data breaches, a potentially large fine from ICO.

However, there’s no need to panic. Yet again, a good IT support company rides to the rescue with malware detection, blocking of spam and phishing attacks, strong password enforcement, and more to keep you safe . Along with extremely important regular backups to ensure that, even in the event of a ransomware attack, you can be back up and running quickly with a ‘clean’ restored copy of your system.

As always, prevention is better than cure, and with cyber security protection in place, you have peace of mind that your business is in safe hands.

A vital part of your disaster recovery plan

We’ve all heard of companies where a fire has destroyed their business premises and taken all their vital data with it, where malware has corrupted files and damaged systems, or where ransomware has locked computer files away until a ransom is paid to get them back. But with a solid disaster recovery plan in place , and the right IT Support company behind you , recovering your data and getting your company back up and running quickly is smooth and simple, with quick restoration from the latest backup to a ‘clean’ version.

No company can afford to have their systems down for hours, days, or even longer, losing not only income but customer trust and goodwill, and the protection provided by great IT Support offers peace of mind that, in the event of a problem, it’s a small blip in your day and not a complete disaster.

There’s no argument that Yorkshire puddings are an absolute must with the Sunday roast (No, really! There's no arguing with that.) A Sunday dinner’s not 'proper gradely' without a pud or three! And, for us, just this point alone shows how much companies need the right managed services to ensure uninterrupted, secure service for themselves and their customers.

What types of things do businesses use IT Support companies for?

Answer: An IT Support Company can act as your entire IT support team , or be available to cover after hours, keeping you safe and secure 24/7 and 365 days a year . Or you might hire in extra, specialist services that your in-house IT people aren’t able to provide. With the right company, you have options!

Either way, your managed IT services provider is there to work with you and make life easier.

For a no-obligation chat about how Yoozoom can keep your IT systems in tip-top shape and what types of things do businesses use IT Support companies for, give us a call and chat to our friendly team.

Wildix vs Teams: which cloud communications solution is right for me?

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 01 Oct 2021 09:13:20 GMT

If you've been looking into VoIP (Voice over Internet Protocol) services, you've no doubt heard the names Wildix and Microsoft Teams. In this post, we look at the benefits of each solution and help you determine which is best for your business. Hint: the answer might be "both".

It's the fight of the century. In the blue corner, Wildix - the trailblazer; the long-standing champ; the VoIP Vindicator. In the red corner, Microsoft Teams - the plucky young upstart who's already won legions of fans across the globe.

The bell sounds. The crowd goes silent, eagerly anticipating the first blow. Then...

Wait... are they shaking hands? And I think one of them just mentioned "Google Chrome integration"?

You get the gist. Boxing metaphors aside, we're often asked "should I choose Wildix or MS Teams?", and our answer is often "you might want to choose both".

Of course, your decision will rest on your unique needs and circumstances. But it's important to know that these titans of telephony aren't sworn enemies. In fact, when they work together, they can build on each other's strengths and form a powerful combo.

In other words, it's more "Batman and Robin" than "Superman vs Lex Luthor".

If you're considering moving your business communications into the cloud, read on to discover which system could be right for you. You might find that a little integration goes a long way.

Microsoft Teams: the jack of all trades

As far as cloud communication solutions go, Teams is still the new kid on the block. Microsoft launched the service in 2017, and in four short years, it has gained millions of users.

It's easy to see why. Teams offer an abundance of features. It allows for easy video meetings and cloud-based collaboration, all in one place. It can be customised with your own apps, chatbots and automated workflows. And, above all else, it offers an easy-to-use interface that's already familiar to many business users around the globe.

It's a jack of all trades and a master of many. But despite all its capabilities, it still has one major weakness - its voice functionality.

Microsoft Teams wasn't built for voice - it was built to do everything. So while you can make and receive calls with Teams, it lacks some features that are crucial to many businesses. For instance, it can't record calls and has limited call forwarding and reporting capabilities.

Don't get us wrong - we love Teams. After all, it's one of the main VoIP phone services we install and maintain for businesses like yours. But with its limited voice features, it's a little like a magician who can make the Eiffel Tower disappear but can't shuffle a pack of cards.

As you may have guessed, that's where Wildix comes in...

Wildix: the voice and marketing megastar

Compared to Teams, Wildix is a seasoned veteran. It's been around for years, and like Teams, has garnered itself a hefty user base.

It also offers many of the same capabilities as Teams, like video conferencing, live chat, and joined-up communication across a wide range of devices.

Where it excels, though, is voice. Not only does it offer a robust VoIP service, but it unlocks many of the voice features that Teams lack, such as being able to forward calls to any phone (not just Teams users), and providing a centralised call reporting system.

Best of all, Wildix is built on Web RTC . This is a complicated piece of technology that was probably created by wizards. However, it makes things VERY simple for end-users.

In short, Web RTC lets you chat, talk and video conference through your web browser, without having to download extra plugins or software. This means users can go straight from your "Contact Us" page to talking face-to-face with an advisor, with as little as a single click.

It's a world away from the stereotype of lengthy options menus and dreary hold music. And by making it easy to turn interest into action, you can snap up leads like never before.

We've been helping customers with cloud communication for years, and to us, it still feels like magic.

Teams and Wildix: a match made in digital heaven?

So we've seen some of the benefits of each solution. But what about using Teams and Wildix together? Surely you can't just slap one system on top of another?

Actually, Wildix has worked hard to ensure seamless integration with Teams. With help from our experienced engineers, you can quickly get both systems running in tandem.

Think of it like this. Wildix is the cake, providing a solid (and tasty) foundation for your business's voice communications and seamlessly replacing your current phone system. MS Teams is the icing, providing a familiar and easy-to-use interface, solid integration with Microsoft Windows, and lots of sprinkles.

Here are some more benefits of integration:

Take Wildix calls through Teams

Staff familiar with Microsoft's software can still use Teams, but the calls are handled invisibly through Wildix's robust VoIP service.

Enjoy a smooth transition

Wildix is quick to set up, allowing you to keep your existing call management and monitoring, and use the call reporting and recording functions that Teams lacks.

Get unlimited UK calls

Letting Wildix handle your voice calls means getting free unlimited calls to UK landlines and mobiles.

Better hardware support

Wildix works with a wide range of HD handsets, including walkabout phones, which aren't currently supported by Teams

The best of both worlds

Supercharge your productivity with Teams' unrivalled colleague-to-colleague collaboration, and boost your marketing with Wildix's seamless web browser integration

So which is best for me?

As we've seen, each system has its strengths, and there are benefits to using Teams and Wildix together. But every business is different, so it all depends on the individual needs of your enterprise.

For some businesses, a mix of both ticks all the boxes. For others, one technology may have clear benefits over the other. There is no one-size-fits-all solution. That's why we work hard to understand your business and suggest a solution that provides the best return on investment for you.

One thing's for sure, though - with the increase in home working, and the upcoming ISDN switch off , there's never been a better time to invest in cloud communication.

What about support?

We get it. We're suggesting you could use two communications solutions in tandem, and we bet you're thinking "but what if something goes wrong? Do I have to call TWO support hotlines now?".

Don't worry, we're in it for the long haul. When you work with us, we don't just install and set up your phone system, we maintain it and offer ongoing support too.

Just think - instead of sending a live chat or being kept on hold for hours at a time, you can just call us. Like an intergalactic rescue team, our experienced support staff will spring into action to find the problem and sort it out.

We're dedicated to keeping Wildix and Teams online because we know you can't afford for your phone systems to go dark. That's why we keep our lines open 24 hours a day, seven days a week.

Thinking about moving your business communications to the cloud? We're serious tech geeks who love talking about this stuff. Get in touch today for a chat to discuss your options. (No pressure and no useless marketing bumph. Promise.)

Want to learn more about IP telephony and what it can do for your business? Why not sign up for our Knowledge Hub , and get expert info straight to your inbox?

3 Alternative Uses for Microsoft Teams in your Business

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 27 Sep 2021 08:00:02 GMT

Like it or not, Microsoft Teams has taken the business world by storm. Pre pandemic Teams was gaining traction as a replacement for Skype & Slack. When the pandemic hit, almost all businesses with Office 365 switched to Microsoft teams for online collaboration.

With many of our clients now fully embedded with Teams, we thought it would be worthwhile sharing some compelling use cases that you may not even know are possible within MS Teams.

#1 Ditch WhatsApp for Teams

Ask any data security geek, and they'll tell you that all business data should be under lock and key, with the business able to control where the data is stored and who has access.

This brings up some scenarios, including the use of applications like WhatsApp. If you use this application to communicate with colleagues in the business about business affairs, you seriously need to consider migrating your instant message chats to Microsoft Teams.

Not only will your data be secure, but it will be under the business control, so if an employee should leave the organisation, they're not going to walk out with all that business data in their WhatsApp account.

Microsoft Teams has a fully functioning chat capability on Android and IOS, which is worth checking out.

#2 A Members Portal

Does your business interact with associations or run a membership? Microsoft Teams allows you to create public teams, which you can open up to anyone with an email.

Within this feature, there are many possibilities on what exactly you can do in a public team. Some of the best use cases we've seen to date include a membership body that houses a member portal including content resources, a SharePoint news section and even a PowerBI dashboard for members to interact with.

The members portal drives engagement within the membership, and since the pandemic, they've entirely stopped issuing member information by mail. Instead, they can now publish directly into the appropriate membership Team.

#3 Delegate and Plan

Microsoft Teams includes many apps that you can add as a tab. One of the most loved that we often see in management roles is Microsoft planner. This tool is part of Office 365 and is a cut-down version of Microsoft Project. You can quickly set up a plan and delegate tasks within the planner to team members. Managers love this feature, and tasks can be dealt with promptly and efficiently through Teams Chat.

If your business would like to find out more about getting the best from Microsoft Teams, don't hesitate to get in touch with us today.

How does a VoIP phone system work?

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 22 Sep 2021 10:20:11 GMT

How does a VoIP phone system work? Learn how IP telephony works, and discover whether it's a good match for your business.

If you're wondering "how does a VoIP phone system work?", or "what is this VoIP thing anyway?", pull up a chair and read on. Soon you'll know the basics, the benefits and all the big tech behind this 'new standard' communication system.

Perhaps you've heard colleagues talk of this mysterious "VoIP". Maybe you're suspecting they're aliens in disguise, and VoIP might actually be an extra-terrestrial greeting that was never meant for human ears. Maybe it's all a big practical joke, and VoIP doesn't mean anything except "let's have some fun with the tech rookie".

Or maybe, just maybe, you already know the basics, and you want to know how cloud-based telephony can help your business.

Fear not. By the end of this article, you won't just know how VoIP works, but you'll be able to smash those water-cooler chats with talk of "VoIP-compatible handsets" and "packet switching".

How does a VoIP phone system work? (The "explain like I'm five" answer)

VoIP stands for "Voice over Internet Protocol". In simple terms, it means a telephone system that transmits audio using the internet, rather than a standard landline phone network.

Of course, it's all a bit more complicated (and a lot more useful) than that definition suggests. But at least you'll have an answer ready if your boss decides to test your knowledge in a 9:00 AM stakeholder meeting. (You can thank us later.)

VoIP is pronounced "voyp", to rhyme with "type" spoken in a thick Brooklyn accent.

How does VoIP work? (The "I'm a busy IT manager and I just need to know the benefits, like, RIGHT NOW" answer)

OK, understood. Let's get down to brass tacks. How VoIP phones work is that they replace your traditional landline with a cloud-based solution that relies on an internet connection. Replacing an entire phone system might seem like a big step, but when you weigh up the benefits, it's easy to see why so many companies are making the switch.

It's very much an upgrade. Think of it like switching from an old-school "brick" phone to the latest smart device. Or like relying on those horrible hand dryers that only leave you with warm, wet hands, then trying out the latest model that seems to dry with the power of a 747.

For starters, VoIP systems could save you a fat wad of cash on call charges. Here at Yoozoom, we offer comprehensive solutions that come with unlimited talk time . (For a deeper look at this, read our blog "Are VoIP calls free?" .)

Secondly, VoIP means you can ditch that call-switching box and the tangle of cables that comes with it. It can all run on your current internet infrastructure – in other words, your broadband router, computers and mobile devices. That's not to say you won't need additional hardware. If you want the familiar "pick-up-a-receiver-and-talk" experience, you'll need to purchase VoIP-compatible handsets. We can advise on the right fit for your business.

But this is all optional. VoIP can also work as a software-only solution, where staff use computer applications to make calls, send text messages, and host video-conferencing calls .

Still not convinced? Consider this – you probably already use VoIP software on a daily basis.

That's right. Popular mobile messaging apps use VoIP technology to facilitate fast, low-cost communication between billions of people around the globe. ( Around 3 billion , in fact.) How IP telephony works for business is largely the same, just scaled up to suit the size of your enterprise, and to factor in devices other than smartphones.

How does VoIP work? (The "I asked for it, give me all the juicy technical info" answer)

If you've read this far, you're probably a certified tech nerd. Good. So are we. But to answer the question "how does a VoIP phone system work?" in full, techy detail… well, that would require more than a quick blog post, let's put it that way.

So let's cover the technical essentials – all the stuff that separates VoIP from the traditional landline systems we're all used to.

Traditional phones work through a system called "circuit switching". On circuit-switched networks, analogue audio signals are carried back and forth across wires, essentially as if there was a direct electrical circuit between the caller and the recipient.

Think of those old-school telephone operators with their endless banks of wires and inputs. This method of connecting calls has remained standard for most of the history of telephony, although the human operators were eventually replaced with clever mechanical solutions.

This system is so long in the tooth (like, 1876 long in the tooth) that it's often referred to as POTS, or the "Plain Old Telephone Service". It's no wonder BT is planning to shut this service down completely by 2025 .

And what technology is BT switching to? A system that swaps the old-school circuit switching for a newer "packet switching" service.

Instead of connecting callers directly, packet switching networks break audio signals into tiny digital chunks, which are split up and reassembled at the other end of the line. The recipient still hears crisp, unbroken audio, but the method of transmitting this audio is very different.

Sound familiar? Packet switching is the technology that powers the internet, and it's the same technology that makes our VoIP phone systems work.

Let that sink in. VoIP is so ahead of the curve that it's literally going to form the basis of all our daily landline phone calls in a few years' time.

So why wait until then? Not only are our VoIP services more reliable than the current, antiquated phone system, but they boast more features and can be more cost-effective than standard landlines. And that will almost certainly still be the case after BT makes the big switch.

Get the jump on your competitors (and BT) today. Contact one of our friendly phone system experts and learn more about how VoIP can supercharge your business communications.

Does your IT team know their onions, or do they speak in Klingon?

simon@mydigitalhero.co.uk (Simon Edward) — Thu, 16 Sep 2021 12:36:10 GMT

Why IT support is important, how to choose the right IT support company, and why your team should know their onions but not sound like they’re speaking Klingon!

Your IT department, whether in-house or hired in, does far more than sit around drinking coffee, while asking your employees, “Have you tried turning it off and on again?”. Between dealing with customers and battling phishing attacks, it’s not so much a case of why IT support is important, but more that you really can’t do without them.

So, what do they do and, seriously, why are they (almost) as important as a secure supply of good old Yorkshire tea to your business?

What is IT support?

On a typical day, your IT guys and gals could be doing everything from answering calls and helping out your employees with problems, to monitoring and protecting your network and setting up software for new starters.

To say that no two days are the same is the very least of it.

You might find your support team:

• Upgrading software and hardware

• Buying, installing and configuring everything from new software, mobiles and tablets to your network

• Looking after your servers

• Training your employees to use new systems and software

• Ensuring backups run smoothly

• Looking after data protection

• And a lot more than that!

Why IT support is important

Basically, your IT support team is responsible for making sure every aspect of the technology your business uses is working correctly, backed up, understood by those who need to use it, and protected from attacks.

We’d say that’s pretty important!

What does all that involve?

1. Protecting your business against cybercrime and malware

If your network is taken over by ransomware, caught out by a supply chain hack, or infected by a worm or virus, that can result in a very expensive and very long clean-up, which can result in your business losing money, time, customers and trust .

A good IT support team will do everything they can to protect you from cybercrime and malware to begin with , and should there be a problem, they’ll know what to do to fix it, and how to get you up and running again quickly.

2. Data security

With sensitive information, such as financial reports, customer details, supplier details and more, no business can afford a data breach. This is even more true with the large fines handed out to businesses for such data breaches since GDPR was introduced in 2018. Your IT team will make sure your data storage is properly, and securely, stored, and that access permissions are granted only to the right people.

3. Top class support

Every piece of software out there has bugs and at least the occasional problem, and your IT team will be available to monitor your systems and catch as many hiccups as possible before they affect your business. They’ll also be there to take care of anything your staff might need, for example, if they delete the wrong file and need a restore, or their computer crashes.

With the right support, instead of spending all your precious time fixing problems and wrangling tech, you can focus on growing your business and doing all those vital tasks that bring money in.

4. Smooth communications

Not only is it vital that all your systems across the business can work smoothly with each other and talk to each other, but you also need to ensure that your employees can easily communicate with each other, with remote working employees, and with customers. Your IT support team can ensure smooth communication across all aspects of your business.

5. Plan for now and the future

A good IT team will support your current IT needs and advise you on what works best, optimising and modernising your current systems. They will also be on hand to keep up with the latest technological developments and help you plan for future growth and changing IT needs.

What to look for when choosing the right IT support company

Experience , knowledge and qualifications

Look for people who really do know their onions. Find the right people who are familiar with the systems, software and hardware you use. Check their qualifications and look for continuous improvement and a candidate or company that keeps up with the latest technology, so you can too!

Keep calm and carry on

When things go wrong with IT systems, they can really go wrong! The last thing you need is anyone who panics and can’t take the time to think things through carefully. Look for people who really work well under pressure.

No jargon

If your IT people can’t tell you about your systems without sounding like they’re speaking Klingon, then it’s time to replace them. You should get clear explanations, without the jargon, that tell you exactly what they’re working on, why, and how long it’s going to take. They should communicate properly and work with you as part of your team.

People you can trust

Your IT team will deal with all of your most important systems and your highly sensitive data. Take up references, do a DBS check and make absolutely sure you’ve got an honest team you can count on and trust with everything.

How responsive are they?

With many IT issues, you simply can’t wait around for hours to get your IT people on the problem. Look for people who really will be there for you in the evenings, at weekends - whenever you need them, and ensure you have enough people to give you cover 24/7, 365 days a year. If you’re using an external company, make sure you have direct contact information and a service level agreement that clearly states what response times you’ll get.

Costs

Obviously, you’ll need to consider how much everything costs and part of that will be getting a range of quotes. Check what services will be provided, if there are any added extras, and make sure the quote only covers what you need. Make a point of meeting the people who’ll be providing your IT support, not just the salespeople, so you know exactly what, and who, you’re getting.

We’ve covered why IT support is important, and we think a good IT team is something no business can afford to be without.

If you’re looking at outsourcing your IT support and you’d like a no-obligation chat with a professional, experienced team, why not get in touch ?

Are voip phones actually any good?

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 10 Sep 2021 09:26:28 GMT

With the ISDN network being switched off in 2025, businesses are looking to switch to VoIP phones now. But are VoIP phones actually any good?

In 2025, the ISDN network is being switched off . More businesses are making the switch to internet-based telephony. Yet despite the increased use of voice over internet protocol (VoIP) phones in modern-day businesses, misconceptions about internet-based telephony have led some to question whether VoIP phones are actually any good.

Statements like "VoIP phones aren't reliable" tarnish their reputation. But the truth of the matter is that people who believe this likely have poor internet connection as you can't run VoIP phones properly without one.

Despite what you may have been told, VoIP phones are not a detriment to your business ; they enhance it. But it's crucial when making the inevitable switch to think about the provider you go with as you want to ensure that their solutions meet your needs. That is why it's so important to make the switch now because if you leave it too late you could make a rushed decision that could have heavy implications on your operations such as disruptions to your customer service.

If you're already thinking about switching to cloud-based (internet based) telephony but still have legitimate and justifiable concerns about the impact that switching to VoIP phones will have on your business, then allow us to break down these concerns for you.

In this article, we will be debunking myths surrounding VoIP phones and we'll tell you why we think they're an excellent addition to any business.

VoIP phones are portable

Portability is a crucial factor for businesses when deciding to invest in new technology.

This is especially true as more people work from home, and they need to be able to make calls from anywhere.

Because VoIP numbers are virtual, it's completely portable. This means that VoIP users can use the same number wherever they go - whether commuting, working away, or attending a conference.

Additionally, if your business decides to change its address, you can keep the same VoIP number.

VoIP phones utilise WebRTC (which increases conversions)

WebRTC enables voices and video communications to work directly inside web pages without the need to install any plugins to a browser. WebRTC is often viewed as an extension of VoIP phones and allows businesses to make calls to customers directly in web browsers.

By adopting VoIP phones into your business, you could see an increase in website conversions . This is because with WebRTC, you can provide customers with direct support whilst their browsing through your website and considering purchases.

For instance, you can conduct voice or video calls in a web browser with a customer which allows you to provide customers with instant answers to questions that they need to know the answers to before making the purchase. This drastically speeds up the buying process as it saves the customers from browsing through your website to find information. And if you’re not the right person to talk to about a specific product or service, then you can direct the call to the most knowledgeable agent without additional cost.

Yoozoom’s Wildix phones systems> are powered by Web RTC and have helped our customers get more sales and conversions.

Because of its groundbreaking technology, agents can engage with website visitors in live-chat, video, or voice.

Direct engagement with customers can increase your chances of turning website traffic into paying customers. In fact, Wildix phone systems have been shown to increase web conversions by as much as 30% .

VoiP phones are cost-effective

As with all things technology, nothing is ever free, however, when you compare the cost of VoiP phones to the alternatives the price is significantly cheaper.

They are especially cheaper to run with many providers, including Yoozoom, offering unlimited calls within your package . Additionally, it's often possible to make phone calls using just the built-in microphones on your computer.

If, however, your VoIP system requires additional hardware, or you want to get more advanced hardware, you can invest in higher quality headsets or speakers. You should especially do this if you want to improve the quality of your communications even further.

Yoozoom offers a range of high-quality, user-friendly handsets that come with HD Audio so you can rest assured that your sound is crystal clear.

VoIP phones are higher quality

Have you ever been on a business call that sounded like the person on the other end was underwater?

With VoIP phones, you can largely avoid low-quality sound on phone calls which makes it easier to deliver good service and have better business conversations.

This is because of high-quality hardware such as HD Audio in headsets and modern-day internet speeds.

VoIP phones are reliable

If you have a reliable internet connection, then your VoIP phone will also be reliable.

In the early 2000s when VoIP phones were only just taking off, they were fairly unreliable because dial-up internet didn’t provide the consistent service that the modern internet does.

For instance, modern fiber broadbands offer speeds of 70+mbps , which is a huge contrast from the 8-12mbps you saw with dial-up. You can make multiple calls using VoIP phones. For small businesses with just one landline, they’re only able to take one call at a time. This can lead to long wait times for customers and prospects. VoIP phones, on the other hand, allow you to make more than one phone call simultaneously, without incurring additional charges.

VoIP phones are feature-rich

VoIP phones offer several functionalities that would come at an extra cost with traditional phones. They include call forwarding, call recording, call queues, auto attendant and call transfers. These functions increase efficiency in businesses, reducing unnecessary time on the phone, and improving call routing efficiency which further improves customer experience.

Depending on the type of VoIP phone system you choose, you're also able to add additional functionality such as Wallboards to display information for a call centre. You can even add intercom systems for door entry. Essentially, with cloud devices (Which VoIP telephony is) you can connect almost anything with the right solution.

Are you ready to make the switch?

Changing to VoIP can have a positive impact on your business, from increasing efficiency to delivering better customer service. Yet we understand that switching to a different telephone infrastructure can be overwhelming. There’s a lot to think about , such as price and ensuring that the package you go for can meet your businesses’ needs.

If we’ve managed to convince you just how powerful VoIP phones can be, why not contact us to speak to someone directly about switching to VoIP? In the meantime, join our mailing list to learn more about what VoIP phones can offer you.

Hardware Refresh: What is the Real Cost of Maintaining Older PCs?

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 07 Sep 2021 14:02:12 GMT

Growing businesses are consistently striving to accomplish more with what they have – making the most of their capital investments. Unfortunately, many of these business owners mistakenly think that the goal to make purchases “last a long time” should also apply to their computers. This can actually cost companies far more in the long haul. Let’s take a closer look at what it really costs your business to hold on to old PC’s.

Older PCs cost more to repair than to replace.

The optimal age of most PCs is around four years. Beyond four years, PCs are often far more expensive to repair and upgrade than they are to replace entirely. According to research from Intel, the cost to repair and upgrade older PCs is over 1.6 times higher than the cost to replace your devices altogether. In a recent study, Microsoft found that the cost of not replacing a PC that is over four years old more than doubles the cost of simply replacing the computer -- $2,736 to be exact.

Older PCs hinder employee productivity.

Microsoft’s research also revealed that a PC greater than four years old is over 2.7 times more likely to need to be repaired. This can result in over 112 hours of productive time loss for your business. In contrast, in the event that newer PCs need to be repaired, less than half of that time will be lost.

Older PCs can pose security risks.

Older computers have proven to be more than twice as likely to experience issues such as:

· slow to boot

· battery failures

· disk drive crashes

· application crashes

· problems with network connectivity

These potential problems can set up your PCs for security breaches and leave them vulnerable to viruses, malware, and other spyware. Regularly updating PCs and hardware can significantly help businesses face their security challenges while improving overall performance.

Older PCs make businesses look dated.

Outdated computers can make your business appear to be behind the times to your customers. When customers see your company using outdated computers, wait too long for a presentation to load, or watch you struggle to connect a peripheral device, they will likely assume that your business is as outdated as your company’s computers. This is not the impression that you want to make.

New PCs are the best investment.

While short term savings is important for your business, it’s crucial to be careful not to overlook long-term savings in the process. Considering the cost of managing old PCs, the high cost of repairs and upgrades, the loss of productivity, the security risks, and the poor impressions outdated machines can make on customers, regularly updating your devices is a wise investment.

What Advantages Does a New Device Provide to Your Business?

· Lower your employees’ technology frustrations.

· Increase efficiency through better computing speed.

· Leverage the newest applications and operating systems.

· Reduce or eliminate any collaboration conflicts between older and newer computers.

· Impress clients with your ability to stay current with technology.

Which computers should you think about replacing? Contact the Yoozoom team who help you sort all that out or give us a call .

How to outsource IT services

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 03 Sep 2021 08:00:03 GMT

Outsourcing IT services doesn't have to be a complete logistical nightmare. That's why Yoozoom has created this guide on how to outsource IT services.

Outsourcing IT services is when a company contracts a third party to maintain its IT systems.

Many people think that outsourcing IT services is just a recipe for a technical and logistical disaster, but if done right, it doesn’t have to be like that. In fact, despite popular belief, there are a number of benefits to outsourcing IT services .

To make the process of outsourcing IT services easier and to increase the chances of your outsourcing experience being a good one, we’ve put together a step-by-step guide on how to outsource IT services below.

What types of IT outsourcing is there?

Before you outsource IT services, you need to understand the different types of IT outsourcing available:

• Offshore outsourcing: This is when you send IT-related work to a company in a foreign country like China, India or Russia.
• Nearshore outsourcing: This involves contracting third parties in countries that border your own. An example of nearshore outsourcing would be if a company in France hired a third party located in Germany to provide IT services. The idea here is that you would experience fewer travel and communication problems.
• Onshore or domestic outsourcing: This type of outsourcing involves contracting an external provider located in the same country as you. They can provide IT-related work either remotely or on-site.
• Cloud computing: This involves contracting an external service provider to deliver IT-related services via the internet.
• Project-based outsourcing: Sometimes you need experts outside of your team for a particular project. In this case, you would hire contractors to take on a specific job.

How to outsource IT services

Follow the steps below to minimise hassle when outsourcing your IT services:

1. Evaluate your IT needs

So, you’ve decided to outsource your IT services, now what? [ https://www.yoozoom.co.uk/when-to-outsource-it-services ]

Before you do anything, evaluate what your IT needs are. Doing this will allow you to identify exactly what you need and how much help you require from third-party contractors.

2. Establish your budget

As with all things in life, when it comes to outsourcing your IT services, you get what you pay for. Don’t just go for the cheapest option. You don’t want to end up with high school-level work as this could have a detrimental impact on your operations. Having said that, outsourcing doesn’t have to cost you an arm and a leg either.

To get the most out of outsourcing, identify what you can realistically spend. Once you’ve established a budget and you understand your goals, it will be easier to find the right help you need from third-party contractors.

3. Pinpoint potential barriers and challenges

Although you can't always avoid the hassle that comes with hiring external help, planning can reduce the number of challenges you could be faced with:

• Time zone differences: If you decide to hire contractors on the other side of the world to you, then you need to think about how you’re going to manage time differences. If you don’t sort this out at the beginning of a contract, this could slowly become a problem, especially if your work is time-sensitive and you need quick responses. If this is the case, perhaps consider hiring someone locally.
• Language barriers: This will especially be the case if you hire contractors that speak a different language to you. Consider enlisting interpreters or invest in language classes for contractors, particularly if it's going to be a long-term partnership.

4. Create a communication plan

If you don’t want to wait a month to receive an email from your contractor, then it's important to create a communication plan. A communication plan starts with setting expectations, which should be established from the very beginning.

Let contractors know how frequently they should be communicating with you. For instance, if you want everyday communication, be upfront about this. If the contractor cannot provide this, then maybe they're not the right fit for you. Conversely, if your contractors are going to be working on slow-burning projects that don’t need constant communication, then be clear about how many updates you’d like on the project, i.e. weekly, monthly, or quarterly.

Not only do you need to ensure that your contractors are communicating with you effectively, but you also need to provide them with the support they need to complete the work.

Sure, they may be highly skilled in IT, but only you know your business and its IT infrastructure. To complete the work, they will likely need answers from you, so make sure that you are responsive too.

5. Don’t be afraid to part ways

Just like how some employees aren’t the right fit for your company, not all contractors will be the right fit either.

Outsourcing work will always be a risk and you'll never truly know if a contractor will be the right fit until they start working for you.

However, when searching for potential contractors or IT service providers, get a feel for each contractor before you enlist them. During the initial talking stages, ask yourself the following:

• Are they a good cultural fit?
• Do they have good communication skills?
• Do they have the technical experience needed to succeed in the role?

If you can’t answer yes to all these questions about a potential contractor, it's time to move on and look elsewhere. Likewise, if you discover that the contractor is not a great fit for the company when they have already been hired, don't be afraid to part ways.

The longer you ignore incompatibility, the more your business will suffer as a result and the more chance you have of your outsourcing experience turning into a real-life nightmare.

Want to outsource IT services?

Making the transition between an in-house IT team and outsourcing IT services is a big step for a business. Whilst there are potential barriers and challenges along the way, understanding how to minimise issues throughout the process makes outsourcing a lot easier.

Want to get more help during this transition? Feel free to contact us or join our mailing list for exclusive cloud transformation guides and more.

The most common gap in IT security

simon@mydigitalhero.co.uk (Simon Edward) — Tue, 31 Aug 2021 16:15:18 GMT

Is Poor Patch Management What Is Causing A Gap In Your Business IT Security?

In business, one of the most important things to consider is the strength of your IT security. Unlike personal security, business IT security keeps critical systems, staff, and consumer information safe from attacks and leaks. There are always upgrades rolling out to combat the constant barrage of attacks, but if your business patch management in your IT department is not properly applied, your whole company may be at risk.

Why Is Patch Management Important?

Patch Management is the main method in which companies of all sizes mitigate security vulnerabilities. The IT department is tasked with securing software, servers, technology, and other hardware to both install and test patches to maintain a high level of security. This seemingly simple task is one that most companies struggle to keep up with, and your business is most likely no different. Effective patch management will allow you to protect yourself from the thousands of vulnerabilities that are a part of doing business. In fact, in 2018 alone, there were 16,500 security vulnerabilities reported, and that number has grown exponentially as hackers learn and ramp up their efforts to steal your business information.

Does Your Business Have Security Gaps?

Security gaps in your business can result in a loss of critical data, violate privacy laws, and even lead to security breaches. If you think your patch management or overall IT protocols are ineffective, the best way to find out is by performing an Information Security Risk Assessment. This will allow you to uncover the risk to your business and data security so that you can upgrade your safeguards. Think for a moment how often you or your staff snooze the update notifications on their PCs or other work-related devices. These notifications are critical updates that allow your business's information to remain safe and out of the hands of nefarious parties. By neglecting these critical updates, your business is being left vulnerable to data breaches and more.

Does Your Business Have The Patches You Need To Stay Safe?

Security patches are used to repair or prevent an IT vulnerability once a problem has been identified. If you don't have an IT team constantly looking for updates , chances are your patch management protocol is creating a gap in your business security. There are many different types of patches; Hotfix patches are often released on the fly while a program is live, Point release patches don't change features but rater update to fix minor flaws.

Security patches are critical and are released when a weakness needs to be fixed to correct and identify a vulnerability. Service pack patches are also considered major and update or change large sections of a program. There are also unofficial patches that private users make to fix a problem on their local systems or the more popular monkey patch that fixes a plug-in. As a business owner or IT professional, maintaining a proper patch management protocol is essential to protect a business and its consumers.

Your security is at the heart of all we do.

Managing your organisation's security is a key component to keeping your systems and data safe. By proactively monitoring, testing and fixing issues, our tailored managed IT Security service provides peace of mind and delivers the uptime expected in our digital world. Effective IT security has to consider many layers of protection. The more layers you protect, the more effective the security solution will be and the lower the risk of a compromised network or device. We provide an advanced level of protection that will monitor your devices and network against more sophisticated attacks. As part of our cyber CSAAS solutions, we'll proactively look after your IT network with best practice measures designed to keep your business safe from cybercrime.

ISO 27001 Framework.

We have developed our own Cyber Security Framework, based on the principles of Cyber Essentials Plus and ISO 27001 . This framework includes the rules and policies required to keep your business safe from common threats and protect you against staff accidents, password losses or external breach attempts.

Microsoft Azure Infrastructure

Our managed IT service doesn't just stop with the internal network. We have a fully monitored and maintained private and public cloud infrastructure service, with 24/7 NOC ability when uptime is imperative to your business or organisation. We provide support services for Azure cloud platforms , ideal for when your internal team doesn't have the experience (or the time) to focus on keeping the underlying infrastructure maintained and secure 24/7.

Book in a free IT and Security review today

What's Included in an our free review?

Our IT audits are designed to provide you with the insights and recommendations required to improve your company's IT strategy and meet your objectives. We can also work with you to identify any other objectives or specific areas you would like to be evaluated.

What we'll provide:

A 1 hour call to discuss your current IT setup, goals and processes.

A detailed document that outlines our suggestions for improving your IT systems.

A 30-minute video call to explain the document and answer any questions you may have.

Absolutely zero pressure.

What Is A DDOS Attack And How Can It Hinder Your Business?

simon@mydigitalhero.co.uk (Simon Edward) — Fri, 27 Aug 2021 08:58:58 GMT

A lot of things have changed in the business world since the onset of the pandemic. While many companies learned how to be more flexible, these changes also brought with them added security risks. ISP’s have seen more traffic than ever over the past two years which has given rise to even more criminals and hackers than ever before. They have taken to attacking service providers, businesses and even governments with impunity. With DDoS attacks on the rise, it is important to know what they are and how you can protect your business from them going forward.

What Is A DDoS Attack?

A DDoS attack is a denial of service attack that is aimed at disrupting the regular flow of internet traffic in a specific location. These targeted cyber attacks prevent regular users from accessing a site or company while also opening that target to data breaches and more. Most hackers use this form of attack to infiltrate the target to steal information . In some cases, this is sensitive consumer information and passwords while in others it is critical information about the target itself.

How Is This Year Different?

In the last year, DDoS attacks have increased more than 500% when compared to previous years. The increase in malicious attacks coincides directly with the rise in consumer dependence on online services and companies' reliance on telecommuting by their staff. An increase in ISP usage was so much that it had the effect of being overwhelming for most providers to the point where their security measures were no longer as effective. Both short attacks and other abnormal patterns were noted which allowed for widespread disruption and even data breaches.

How Can DDoS Attacks Hurt Your Company

Companies have always been the target of cyber attacks but with more people working from home DDoS attacks and brute force attacks have skyrocketed. Most businesses make sure things are secure at their end, but forget to provide the same type of security to employees who have remote access. If your business is vulnerable to attack, not only is sensitive or proprietary information at risk, but the information of your site visitors and customers is also at risk. Even if a DDoS attack is unable to break through and steal important data, these attacks do prevent real site visitors, employees, and consumers from accessing your site for a time. This can result in a loss of reputation, contracts, and more.

How To Mitigate DDoS Attacks

Proper patch management and secure RDP protocols are critical if you want to protect your business while also allowing your staff to work remotely. There should always be a limited number of users allowed to connect to the corporate servers online at any one time. Strong password policies with three or four-step authentication are also critical. There is no perfect solution but exercising diligence, disabling external connections through TCP & UDP ports, and maintaining strict patch management is an effective way to prevent most DDoS attacks from being successful.

Get Expert Advice

Click here to speak to one of our consultants or call 0113 887 8000 .

Fact or Fiction: “Power Saver” Mode Slows Down Your PC

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 25 Aug 2021 15:40:27 GMT

Computers and laptops offer the ease of getting more work done at the speed of light. With so many advancements over the years, high-speed computing has become the norm. Windows is one of the most widely used operating systems on the planet which also increases user productivity when computing. Though it boasts a wide assortment of productivity tools and customisation options, some of these options may be the cause of slower operating systems.

One of the biggest questions among PC users today is the validity of power saver mode and its effect on your overall PC performance. Today we will target the facts and the fiction surrounding Power Saver mode and how the performance and load times are affected.

Why Does Your Computer Run Slowly?

There is nothing worse than trying to run an operation quickly or even navigate the internet only to be met with slow speeds and non-responsive programs. Instead of getting frustrated, it is better to get to the root of the problem. Several things can be causing your computer to run slowly; from too many applications running in the background to out-of-date software that just can’t keep up with modern operations. The issue may be as simple as a broken chip in your machine or simply outdated technology. The way you use your computer and your settings may be another reason your PC seems to run slower than usual.

Hardware & Settings Connections That Can Affect Performance

The hardware in your PC allows you to compute at high speeds with just a few clicks of the keyboard. This hardware maintains a constant link with each other and the software that manages your computer functions. The link is called the PCI express. By maintaining a regular link between each of the components in your computer, it helps your processes to run quicker and more efficiently. Of course, maintaining a perpetual link comes at a cost, specifically, to your battery. When you are actually using your PC, you are instructing your machine to send information and to perform actions. However, to maintain a constant link, your PC has to send packets of dummy information when you are not actually using your machine actively. This of course cost power, at about the same rate that is spent when you are using your computer moderately. Most PC & laptop users value their battery life which is why most people adjust their settings to power-saving mode.

Power Saving & PC Processing Speeds

The debate of the day is if there is any truth behind the rumor that power-saving mode actually makes your PC slower. When you adjust your power management settings into “savings” mode, the constant link we mentioned earlier will not be maintained when you are not using your computer. This allows you to extend the life of your battery and go much longer between recharges. The thing about the power saving setting is that although it is always on, the delay in your processes will only occur if your computer has become idle, and you “wake” it up to perform functions. The delay is minor and will only have a higher amount of latency when you first start using the links again. So while many people may view this “wake up” processing as slow, once your computer has come out of idle mode, power-saving no longer has an effect on the processing power.

Alternative solutions

More and more businesses are migrating their IT requirements to the cloud. In many cases apps or operating systems such as Windows 365 are entirely cloud based which means you don't need a powerful computer to run all of your work programs.

If you'd like advice on your IT systems, click here or call 0113 887 8000 to speak to one of our IT experts.

What are the benefits of outsourcing IT services?

simon@mydigitalhero.co.uk (Simon Edward) — Wed, 11 Aug 2021 08:01:57 GMT

IT is the backbone of most modern companies. When your IT services go skew-whiff, so does your business. Find out the benefits of outsourcing IT services here.

Outsourcing IT services refers to contracting a third party to maintain your IT infrastructure. Obviously, IT is the backbone for most companies today. When your IT services go skew-whiff, so does your business. It pays to have your technical needs looked after by a dedicated team. Here are some of the main benefits of outsourced IT services.

Experience

A managed IT service usually hosts a large team with a range of skills that can aid in-house IT employees. It makes sense that a company that routinely manages IT solutions and fixes similar problems across multiple companies would be of great utility to your IT infrastructure, right?

Outsourced IT services continually adapt and improve on their employer’s clock. This means you are gaining access to professionals with a range of experience and utilities that can aid in-house staff. While Roy from the IT department may be able to fix the latest issue in your cloud network after some research, a managed IT service will be able to make his job a lot easier with the additional resources they provide.

Outsourced IT companies can host larger teams that encompass a range of specialized areas of expertise. This means that whatever IT-related solution your business requires can be implemented much faster. In-house IT professionals are by no means inefficient, but it certainly doesn’t hurt to have outsourced professionals onboard to assist with the workload without the need to hire and train more people yourself. With salaries and training costs factored in this can become very costly, which brings us onto the next point…

Control costs and reduced expenses

It seems like a no-brainer to go with the option that provides the most efficiency AND a reduced cost. If your service costs are based on usage, this will remove the need for fixed expenses on an in-house department. In-house IT employees can expect salaries of upwards of £40k a year. While an outsourced IT service shouldn’t need to replace your in-house team, it can be useful if your company is in demand for more professionals within your IT infrastructure. You essentially gain access to more people who will assist your in-house team at a reduced cost.

Hiring and training individuals for your own in-house team is time-consuming and expensive. An outsourced service provides experienced staff who are trained on their own time and payroll. The time saved on selecting and training new employees can then be shifted to other areas of the business.

An outsourced company will give you a clear idea of the technicalities needed, such as the software or hardware your company will use. You can predict what will need renewing and replacing within a fixed time period and how much this will cost. This is certainly better than having expenses and bills suddenly pop up, and allows you to plan for costs accordingly.

Security

One of the biggest headaches a company with IT services has to manage is security factors. Businesses are overwhelmed with the burden of preventing security disasters that would not only be very costly but also bring around legal complications.

With an outsourced company, these problems become the burden of experienced staff who are more than familiar with compliance standards. When your business manages sensitive customer information and financial transactions, you don’t want to mess around. A managed IT service will facilitate your security concerns and help you avoid Data Protection Act issues.

Your IT services still need to operate outside of business hours. With outsourced services, there is peace of mind in knowing any potential problems will be handled by the experienced team you are soliciting, and you don’t have to worry about monitoring this yourself (or you know, paying an IT team even more to do it).

You can focus on other areas of the business

What do all these benefits have in common so far? They save you time. Time that can be better spent on other pressing areas of the business. IT infrastructure is a huge component of your project, and it requires a lot of time and specialized care to start up and maintain. With an outsourced service, you are putting this in the hands of someone else who knows what your business needs. This means less time spent on training your own staff or refining your security measures, and more time spent on your long-term goals.

Faster progression

An outsourced IT team is more likely to have the capacity for new projects much faster. Cloud migration will yield many benefits to your organization’s workflow and efficiency but, without an outsourced service’s help, it may take longer to set up. Different projects require different areas of expertise. Hiring the right people for the job can take weeks, or sometimes months. Then there is the time to train them and properly ensure they are supported within the company. Outsourced staff are already properly trained for the services they offer and are supported within their own departments.

Outsourcing your IT service essentially skips the arduous process of hiring the right people and provides you with the staff and resources needed to quickly implement new projects.

Ready to outsource IT services?

Transitioning to an outsourced IT team is a big step for a business, and can be one of its most rewarding. Knowing when to outsource IT services is half the battle , and it is important to understand the range of benefits it can yield before deciding if it is right for your company.

Want to find out how outsourced IT support and cloud migration can benefit you? Don’t hesitate to get in touch with us , or join our mailing list for exclusive cloud transformation guides and more.

How Supply Chain Attacks Could Affect Your Business

simon@mydigitalhero.co.uk (Simon Edward) — Mon, 12 Jul 2021 09:36:23 GMT

How Supply Chain Attacks Could Affect Your Business

With the Colonial Pipeline hack, Americans felt the pinch of cybercrime moving into their daily lives. The further breach of security systems at JBS caused havoc in the company's supply chain systems, endangering the nation's food supply.

As of July 2021, more than 800 American businesses are dealing with the effects of cyber threats like ransomware attacks. Supply chains are the product of a globalized world, and we tend to underestimate how fragile these systems are until threats expose the vulnerabilities.

What is a Supply Chain Hack/Attack?

Also known as a "value-chain" or "third-part" attack, a supply chain hack occurs when a cyber attacker infiltrates an organization's systems through outside providers or partners with access to your data and systems.

The criminal uses this access to initiate various malicious strategies to interrupt normal business functions and operations.

As a result, the business will either pay a ransom to the hacker or risk losing all data to encryption. It's no surprise that most companies succumb to the hacker's ransom demands.

Why Do Hackers Target Supply Chains?

With the frequency of attacks on the rise, it seems that hackers have more tools and strategies at their disposal. The breach of "FireEye," a government-contracted cybersecurity form, saw hackers make off with its toolkit of hacking tools. A few days later, the hackers penetrated the systems of Fortune 500 companies using a backdoor created through the "SolarWinds" updating software installed by the security firm. This attack left many top-level companies in America exposed to cyber-attack, with evidence pointing toward Russia as the source of the hack.

BitSight, a security rating firm, estimates the SolarWinds breach could end up costing companies involved in the attack as much as $90-million. The SolarWinds attack also threatened national security in the US, with SolarWinds having access to official government websites. So far, there are over 250 firms affected by the SolarWinds hack. Surprisingly, the attack also affected cybersecurity firms, including Microsoft and Malwarebytes. Data shows 97% of the top 400 cybersecurity firms experienced data leaks. The same data shows 91 companies have security vulnerabilities.

Understanding Open-Source Threats to the Supply Chain

Supply chain attacks affect more than commercial software. Any organization producing hardware or software for the market is a prospective target for hackers. Bad actors driven by nation-states have skillsets and vast resources at their disposal, allowing for the penetration of the most advanced systems. The Sonatype 2020 State of the Software Supply Chain Report states supply chain attacks on open-source projects are key issues for organizations. More than 90% of all apps feature open-source code, and some 11% have known security vulnerabilities.

The 2017 Equifax breach is a prime example, where hackers used a vulnerability unpatched Apache Struts framework. Another shocking statistic shows 21% of companies experienced an open-source- breach in the past 12 months.

How Can Companies Protect Against Cyber Attack?

As hackers increase resources and skills around locating and penetrating systems vulnerabilities, companies need to maintain optimal security protocols to stay safe. Start by speaking with us on how to stay protected and secure.