Today, the telecommunications industry continues to provide exceptional opportunities in developed and developing countries.

Arguably, it’s a crucial cog in the engine of socio-economic growth, and its contributions aren’t going anywhere despite the entry of more tech-savvy means of communication such as social media.

The telephone is touted as the mother of modern inventions such as the mobile handset and IP telecommunications.

From a business perspective, the telephone bridges the gap between a business and its potential customers. Some will opt for social media to get product/service answers, and a good number still prefers a personalised phone conversation.

What is telephony?

Telephony denotes the technology that people employ to facilitate long-distance communication by way of voice. The term has attained a new meaning thanks to the entry of savvy communication technology. Today, telephony encompasses phone calls, internet calls, fax, voicemail, and video conferencing, to mention but a few.

Mostly, telephony consists of several telecommunication domains that include:

• Data communications– the relay of numbers and text through integrated computer networks
• Video communications– involves the transfer of images through satellite video, cable or broadcast TV
• Voice communications– which is the transfer of sound, the human voice, over telephone systems

With the advance of technology, telephony has assumed different formats and architecture. Telephony can be categorised into:

• VoIP (Voice Over IP) and Internet Telephony
• Mobile Telephony
• Cloud Telephony

Traditional and digital telecommunications have played a crucial role, and they continue to impact social life and the economy in more ways than one. As the globe continues to interact socio-economically, telephony will be at the heart of these processes, and it remains as crucial as an organisations workforce or capital.

The advancement of telephony in the Singapore Marketplace

From a telephony perspective, Singapore hasn’t been left behind. The government remains committed to turning the country into a “Smart Nation” more than ever.

Voice communication ranks as the most preferred form of communication in the Singaporean business front. Businesses rely on it for internal and external communication. A company can convey messages to its staff, customers, and suppliers affordably and conveniently.

Like any other resource, voice communication by way of telephony can nurture, build and maintain a relationship while saving the organisation money. When put to great use in the telemarketing, telecommuting, and teleconferencing, telephony can make enormous profits for a company.

Initially, the telephony industry in Singapore wasn’t as eventful as it is now. Today, the market has picked up, and studies show that it will grow by double digits in the next 3-4 years. Today, telecommunication vendors in Singapore facilitate different industries, big and small, and help them to acquire phone numbers. For progressive ventures that rely on IP or cloud telephony, the future looks bright.

In Singapore, IP and cloud telephony has ushered in the proliferation of unified communications packages. Here, a business can acquire an al inclusive package and run it through a single platform in one network.

It becomes easy for businesses to manage their video conferencing, chat, voicemail, and calls via one service. Additionally, VoIP calls can be made through smartphones or PCs.

After all, going mobile is the trend in 2020. With a smart device, call agents or staff can make calls remotely. It’s no longer viable to restrict your workforce to the office setting. You only need a stable internet connection, a-class video quality, and high-fidelity audio quality.

Telephony Trends changing the telecommunication environment in Singapore

The telecommunications environment and its scope in Singapore have taken a new turn.  Virtual telephony is the buzz with many organisations and businesses. Companies are capitalising on the power of online phone numbers to drive productivity and build better engagements.

As authorities push the digital nation agenda in Singapore, aspects such as mobile telephony continue to be a fundamental force day in and out. Prospects are already pointing out that the value of the Singaporean industry will have surpassed the US$5.4 billion mar by 2025. As such, the trends point to an

The continued rise of telemarketing

At the same time, the proliferation of modern telephony has given rise to telemarketing and the call centre culture. Businesses can call potential leads and persuade them to purchase new or existing products/services. It’s no longer about legacy telecoms vendors marketing expensive phone subscriptions. Users have the liberty to subscribe to packages that meet their budgets.

Cloud telephony is the future

After VoIP jumped into the market some years back, it was a complicated and costly affair for some businesses. Enter telecommunication technology, and the market shifted. Nowadays, cloud computing has made communication easy, trackable, and safe.

The majority of Singaporean companies that rely on cloud or Unified communications as a service (UcaaS) can enjoy a secure connection. Additionally, this option comes with reduced maintenance overheads, given that the infrastructure isn’t hosted on-premise. It makes cloud telephony the next big thing within the Singapore business sector.

Telecommuting is taking over

Telecommuting is the other industry that is taking shape thanks to modern telephony systems. In Singapore, the emergence of intelligent home phone systems makes it easy for workers to contact their parent offices remotely. It’s easy to check or send e-mails, teleconference record voice mail, and the like.

Many Singaporean firms have opened up to the work from home concept, given that it allows workers to work at ease and increase their output. Work teams can share documents, handle client calls, and collaborate project work.

Big Data

Telecommunications firms collect huge amounts of data from user devices and calling apps. Voluminous data from wireless networks is equally crucial. Moving forward, Singaporean businesses and telephony vendors who expect to stay afloat need to leverage such data. Telecom firms must see the need to maintain network and infrastructure integrity to accommodate the transit of significant data volumes.

Why is telephony important?

Even though cutting edge technologies have brought about savvy communication platforms, telephony remains a fundamental business necessity.

Indeed, trendy alternatives such as email, bulk SMS, or social media come with limitations. Thus, they cannot replace telephony in business and social circles. Here are some reasons why telephony remains crucial.

Voice Mail sending is easy and unlimited

If you call a prospective client/person, and you can’t get through, it’s possible to leave a voice message. Compiling and sending such a message is easy and straightforward.

It’s not as detailed and tedious as sending a standard SMS. Also, you’re not restricted to a specified number of characters the way it limits you on Twitter. With a voice mail, you decide the kind of tone to use to relay your message.

Keep Your Business Awake-24-Hours

Businesses keen on making maximum profits are likely to adopt a 24-hour operation. Fortunately, cloud telephony promises to work your business even when you sleep. An automated telephony system like the Interactive Voice Response (IVR) will manage your call without human effort. These telephony inventions make call management easy regardless of client location or time zone.

In telephony, an efficient telephone system helps to foster excellent communication between an organisation and its clients. The telephone is faster than email and more personal than SMS Messages, customers will relate to your voice, and they’ll look forward to interacting with the same voice whenever they need your services.

Telephony Reinforces Productivity

Business telephone systems are critical to the success of any organisation. Some industries require highly effective telephony systems. Some establishments, like the hotel/hospitality industry, require efficient telephone systems to facilitate bookings.

The absence of such would mean zero bookings and lost business. Overall, your venture, despite the niche, should strive to invest in a forwardly, scalable, and effective telephony system.

Benefits of telephony

Mobile Capabilities

Modern telephony systems offer businesses and organisations the benefits of mobility. You’re no longer confined to the good old copper wires. With cloud and mobile telephony, your business can free staff to work remotely. If your top talents are equipped with modern telecommunications systems, they can attend work-related tasks without leaving their homes.

Record and review employee calls

Savvy telephony systems can record and playback conversations between your staff and prospects.  As a manager, you may want to know whether your employees are using the right language when interacting with customers. This is one way of effecting quality control. Also, it helps you to identify dedicated and highly productive employees with the intent to reward them.

Retargeting purposes

If your business isn’t successful in converting a new lead, telephone conversations can be handy if you wish to retarget that particular lead. Business telephones are the perfect tools to use when you want to remarket a product or service. It’s possible to capitalise on an automated customer database and get good conversions.

Teleconferencing is a Cost-Effective Way to Communicate Within Your Company

Teleconferencing helps an organisation’s internal workforce to liaise and exchange business-critical data without travelling. With this technology, your executives don’t have to spend airfares or money on accommodation. When teleconferencing is done in-house, it’s free. It’s exciting and efficient to share presentations virtually.

Capture Global markets With a Virtual Identity

If your business budget isn’t adequate when you want to expand beyond the local borders, telephony systems give you the chance to do so.

With a virtual number, your international clients can call and link up with the representative assigned to a particular country. Through these interactions, your organisation can evaluate the buyer trends of the given country. It helps you to make the right decision to invest in that country or not.

In reality, your brand will open shop in a foreign country long before you set up a physical office. With such a head start, you can retain the edge over your competitors before they break into the same market.

Sample Costs of Purchasing business telephony systems in Singapore

In Singapore, a large number of businesses spend huge budgets on modern communication. Their spend on social media or email marketing runs into millions of dollars. However, organisations still spend money on telephony systems as one of the formidable channels of communication. But what’s the average cost of procuring a telephone system?

VoIP or IP PABX systems are crucial to a business. However, they pose a threat, given the high cost of procurement. Whether you want to upgrade to a savvier system or you’re installing from scratch, you need to know the general costs.

Number of Sites

If your business is centralised at a single location, you’re likely to spend less compared to a company with multiple locations. Also, the number of users comes into play. A company with 15 employees will spend less on these systems compared to one that employs 100 workers spread across different locations.

Phone Model

Not all telephone systems are designed the same. Some telephony systems are outright generic, and others are built with all the bells and whistles. Usually, top of the line systems can cost above $1000.

Add-On Phone Services

Add-on services and frills on a telephone system dramatically improve functionality and collaboration. If you choose a system with add-ons such as video conferencing, Interactive Voice Response and CRM integration tools, you can expect to pay top dollar. If you want a bundled package, you can end up paying less.

Total Projected Costs of a Business Phone System

The number of add on services you choose for your generic system can drive the overall cost to the $200 range. A medium brand name system with the same frills will cost up to $400-$600 per unit. If it’s a fully loaded top of the range telephony system, the cost can go past $1000. If this is calculated on a per handset basis, you will pay 20,000 for 20 handsets.

Top 20 telephony Agencies in Singapore

1. Lantone

For more than 20 years, Lantone Systems has positioned itself as a formidable force in the provision of telephony and IT solutions for small and established companies in Singapore. It offers unified communications solutions that consolidate business telephony and communications. Its uCaaS bundle includes conferencing, IVR, live chat, fax and contact centre services.

Address: 10 Ubi Cres, Ubi Tech Park, Singapore 408564

Phone: +65 6227 1149 (SG)

E-mail: [email protected]

Website: www.voip.com.sg

2. SingTel Singapore Telecommunications

SingTel is one of the top telecommunications groups offering unified communications bundles to different Singapore enterprises. It commands over 70% of the fixed-line market, 47% mobile and 44% of the mobile telephony market in Singapore.

Address: 31 Exeter Road, Comcentre, Singapore 239732

Phone: +65 6838 3388

E-mail: N/A

Website: www.singtel.com

3. M1

M1 is a recognised telephony service provider in Singapore. It provides bundled packages encompassing voice and data. It operates 3G and 4G networks serving local and international clients.

It pioneered the first 4G network in the country. The firm has a strong presence in the mobile telephony sector, and it offers prepaid mobile and data plans.

Address: 10 International Business Park Singapore, Singapore 609928

Phone: +65 6895 1111

E-mail: N/A

Website: www.m1.com.sg

4. Epsilon

Epsilon is recognised as a leading cloud-based global telephony and communications company. The firm offers effective telephony and connectivity service backed by its SDN Platform. It provides on-demand connectivity packages all powered by scalable infrastructure. It’s headquartered in Singapore, with more than 200 data hubs in 40 different cities.

Address: 151 Lorong Chuan New Tech Park, Lobby A, #06-01A, Singapore 556741

Phone: +65 6813 4020

E-mail: N/A

Website: www.epsilontel.com

5. Asia Access Telecom Pte Ltd

Asia Access Telecoms has been a market leader in Singapore since2000. It provides premium voice services, Unified Cloud Communications, Video Conferencing data, and connectivity solutions.

AAT VPN, Point-to-point, Internet, and satellite channels to enable companies to manage global communications seamlessly.

Address: 158 Kallang Way, Performance Building, #06-15, Singapore 349245

Phone: +65 6295 9228

E-mail: [email protected]

Website: www.aat.sg

6. ZONE

ZONE is a dedicated info-communications provider offering one-stop-shop telephony and connectivity solutions to Singaporean businesses.

It’s a pioneer of the digital transformation with a specialty in the provision of Cloud Solutions and internet services. It offers secure fibre broadband, hosting, and integrated IP PBX for effective communications management.

Address: 1 Lor 2 Toa Payoh, Yellow Pages Building, #05-08, Singapore 319637

Phone: +65 6221 1511

E-mail: [email protected]

Website: www.zonetel.com.sg

7. Thuraya Telecommunications Company

Thuraya Telecommunications is a globally acclaimed communications giant affiliated to .the firm covers 2/3 of the globe using advanced VSAT technology. It’s recognised for its high fidelity satellite phone services.

It’s an innovative company with a commitment to offering reliable communications to different industries, including governments, humanitarian organisations, media and maritime industries, among others.

Address: 991G Alexandra Road, #03-29A, Singapore 119975

Phone: +65 6622 0600

E-mail: [email protected]

Website: www.thuraya.com

8. Asia Mediatel

Asia Mediatel is a leading telecommunication operator specialising in IT Telecom services. We operate under the auspices of Asia Media Tel Pte Ltd. We are a licensed VoIP service provider in Singapore and across the Asian region. The firm provides IP-PBX systems solutions to SMEs and established Singaporean enterprises.

Address: 69 Ubi Road 1#06-21 Oxley Bizhub, Singapore 408731

Phone: +65 6521 6818

E-mail: [email protected]

Website: www.asiamediatel.com

9. IDT Telecom Asia Pacific Limited

IDT Telecoms boasts of a strong connection with major telephony players in Singapore and beyond. The company offers retail international call solutions. It provides telephony services at the retail and wholesale levels. Services include bundled phone packages for local and international clients, call cards, and mobile phone solutions.

Address: Singapore Branch Office, 74 Circular Road #02-01, Singapore 049428

Phone: +65 6236 2380

E-mail: [email protected]

Website: N/A

10. Nautilus

Nautilus is the only Asterisk Certified Company affiliated to Digium in Asia.  It provides integrated telephony solutions for major brands in Singapore. The company offers a variety of communications solutions ranging from the proprietary Nautilus 3-in-1 Suite, Cloud-based Solutions, IP Phone services, and others.

Address: 100 Beach Road, #16-06/08 Shaw Towers Bugis, Singapore 189702

Phone: +65 6817 3199 (SG)

E-mail: [email protected]

Website: www.nautilus-network.com

11. Tata Communications

Tata Communications I one of Singapore’s leading provider of modern telephony and connectivity services. The firm sets the pace in the cloud, mobility, and network security and collaboration fields. TATA helps organisations and businesses to leverage cutting edge telephony technology to beat the competition

Address: 18 Tai Seng St, #04-01, Singapore 539775

Phone: +65 6632 6700

E-mail: N/A

Website: www.tatacommunications.com

12. BT Singapore

BT is a top-line information and communications technology company in Singapore. The firm leads the provision of integrated data and value-added telephony service for localised and international brands.

The company’s portfolio spans retail of telephony hardware, network equipment, IP-oriented business solutions, software, and managed services, among others. Its ISO9001:2000 Certified, and it serves customers in other Asia Pacific countries.

Address: 438B Alexandra Rd, #03-01, Lobby 1, Alexandra Technopark Tower B, Singapore 119968

Phone: +65 6701 7000

E-mail: [email protected]

Website: www.bt.com

13. Nexwave Telecoms

Nexwave Telecoms presents a majestic suite of integrated ICT services. The company boasts an extensive understanding of business telephony solutions, managed services, enterprise infrastructure, and integration.

Nexwave commands industry-wide capabilities in the provision of voice/data communications, cloud services, and wireless networks.  The company is recognised for top-shelf telephone services, including hosted VOIP telephony, Unified Communications, Network Management, and a variety of Cloud Solutions.

Address: 6 Serangoon North Ave 5, Singapore 554910

Phone: +65 6826 3600

E-mail: [email protected]

Website: www.nexwavetelecoms.com

14. CAL4CARE

Cal4care is the go-to provider for all VoIP Services. The firm operates cross-platform technologies using proprietary software/hardware packages. Its specialty in VOIP services enables it to offer fully-fledged and integrated telephony solutions. It provides VoIP phone, intercoms, and VoIP gateway systems.

Address: 27 New industrial Road, #03-06, Singapore 536212

Live Support: +65 6340 1006, Toll Free: 1800 340 1006

E-mail: [email protected]

Website: www.cal4care.com.sg

15. Inmarsat Solutions

Inmarsat has been on the global satellite connectivity front for the last 40 years. It’s a renowned leader in the mobile satellite communications sector. It has been powering Singaporean and global businesses with high-speed voice and data communications.

The company helps to solve telephony challenges for enterprises in remote locations across the globe. Its primary focus is to build and deliver dedicated satellite broadband solutions.

Address: 11 Lor 3 Toa Payoh, Jackson Square Block C, Singapore 319579

Phone: +65 6499 5050

E-mail: [email protected]

Website: www.inmarsat.com

16. E3X Asia Pacific

E3X Global is a distinguished global satellite communication, mobile platforms, and creative technologies provider. The company has been innovating solutions for different industries with an emphasis on the maritime sector. It has opened offices in Singapore, the US, and Sri Lanka.

Address: 435 Orchard Rd, Level 11, Wisma Atria, Singapore 238877

Phone: +65 6809 7635

Email: [email protected]

Website: www.e3xglobal.com

17. Teledata Singapore

Teledata Singapore is a pioneering communications network entity that provides systems integrations for video, voice, and data communication products. It handles system solution maintenance, project management, and consultancy.

Address: 31 Ubi Road 1, Aztech Building Singapore, #02-01, Singapore 408694

Phone: +65 6248 1800

Email: N/A

WEBSITE: www.teledata.com.sg

18. Satcom Global

Satcom Global is an industry leader in the global satellite service sector. It provides solutions for aerospace, maritime and land-based industries. It includes data and connectivity solutions for stakeholders in the offshore sector. The firm innovates solutions for ends users located away from terrestrial networks, and it integrates systems for use in hardship environments.

Address: Block 5014 Ang Mo Kio Avenue 5, Tech Place II, Singapore 569881

Phone: +65 6372 2430

E-mail: [email protected]

Website: www.satcomglobal.com

19. Cloudbnet

Cloudbnet incorporates unified cloud communication services and solutions to streamline how organisations communicate on a single network. The company boasts of a cloud-based platform that enables companies and their employees to communicate and collaborate seamlessly.

It presents business VoIP solutions that allow businesses to leverage IP services to boost productivity. The firm’s platform consists of unified communication call tracking and conferencing, among others.

Address: 188 Race Course Road,#05-06, Singapore 218612

Phone: +65 6602 8085

Email: [email protected]

Website: www.cloudbnet.com

20. Netpluz Asia

Netpluz is a pace-setting Managed Communications Service Provider in Singapore. The company emphasises on simplified Information, and Communications Technology approaches.

The company has grown from a simple internet service provider to an established Cybersecurity, Managed Data, video and voice services provider. Since inception five years ago, it has managed to rope in over 2000 clients-serving them over a single, scalable converged network.

Address: 10 Ang Mo Kio Street 65 #03-17 Techpoint, Singapore 569059

Phone: +65 6805 8998

E-mail: [email protected]

Website: www.netpluz.asia

The Best 5 Telephony Software in Singapore

Investing in Telephony software helps your organisation to automate the relay of voice and data through your telephone system.

It helps to refine the quality of calls and the efficiency of your call centre communication. Telephone software injects flexibility in managing incoming or outbound calls. Here are some telephony software to know.

1. Bitrix24

Bitrix24 is the ideal software for a start-up business that wants to leverage the power of a free VoIP phone system. The program operates as an internal PBX system as well as a contact platform for incoming and outgoing calls.

It’s a unique software that comes with a Free-to-Use CRM-the only one of a kind. If your customers call using a number that is already captured in the CRM, it’s easy to identify and route them to their preferred or assigned manager.

2. NICE inContact

NICE inContact is one of the leading cloud caller experience platforms.  The software provides automation, omnichannel routing, AI capabilities, and analytics.

The program boosts the capacity of small and big businesses to provide excellent call experiences on multiple channels. It’s the brainchild of globally recognised NICE Corporation that offers virtual and on-premise software solutions. There are a 7-day trial and access to Helpdesk integrations and CRM.

3. InGenius Connector Enterprise

InGenius Connector Enterprise is a software that ingeniously incorporates telephone systems into leading CRMs. It guarantees enterprise-proven solutions for incoming and outbound call agents.

It leverages computer telephony integration to offer call centres savvy features such as click-to-dial, call reports, and automated call logging. The application is supported by intuitive expertise and responsive client care services. This software enables call centres and organisations to drive up productivity and user experience.

4. Talkdesk

Talkdesk Enterprise is a 5-star rated telephony software that allows businesses to turn their user experiences into a competitive advantage. It’s highly rated for its user-friendliness and enterprise-grade performance.

The Talkdesk platform is easy to modify and adapt for businesses needing to streamline the activities of their sales and customer support organs. It injects a boost in productivity, customer satisfaction, and it cuts costs. The software is used by more than 1500 enterprises worldwide.

5. 3CX

For fully-fledged unified communications standards, 3CX is the software to invest in for your business. It’s adaptable and suitable for small and established organisations and companies. 3CX accommodates diverse tasks, including mobility and provision of advanced call centre functionalities.

The allocation helps to reduce costs, and its installation and maintenance can be done at a negligible cost. It’s easy to manage on a server or other dedicated appliances, including the cloud. Other features it offers include conferencing, call recording, logging monitoring, and routing, among others.

5 Important telephony Terms You Need To Know

The telephony sector is awash with a deluge of terminologies that leave laypeople and experts confused. The list of terminologies is inexhaustible. Some standard terms are explained below.

1.  Automatic Call Distributor (ACD)

An Automatic Call Distributor is a call centre tool that routes and manages inbound calls to a specified agent within a call centre. With the help of an Intelligent Call Route, the ACD determines which target or agent to direct the specific call. It’s the ideal device for organisations with vast volumes of incoming calls.

An ACD device operates on a predetermined routing strategy. There are specified instructions that govern how incoming calls are managed. Since managing huge volumes of calls is tech-intensive, an ACD requires the help of an Interactive Voice Response and Computer telephony system. This device acts upon several factors when routing calls routing can be done based on:

• Customer Persona
• Behavioural or Transaction trends
• Emergency
• Preferred Agent Routing

2.  Interactive Voice Response

Interactive Voice Response (IVR) is an automated telephony system application that assesses a caller and directs them to the appropriate recipient or agent. This system can recognise voices, and it employs a pre-recorded voice or machine-generated audio in the process. The system can manage calls without the help of a human operator.

An IVR system consists of telephony hardware, software, a dedicated database, support functionalities, and a computer connected to the mainline. The software is loaded into a computer, and a telephony card is a prerequisite.

3.  VoIP-Voice Over Internet Protocol

VoIP denotes voice over internet protocol. Naturally, it’s the telephone connection via the internet. The data is relayed through an internet protocol instead of cables. It’s touted as a fundamental platform in the telephony world. It’s a cost-effective means of communication over long distances

To leverage the power of VoIP, you need a computer, secure internet connection and VoIP software. VoIP phones that mimic conventional desk handsets can be connected to a computer by a USB cable to facilitate a VoIP connection. IP phones with inbuilt software can be used as long as they are connected to routers thought the Ethernet or a wireless connection.

4.  Hosted VoIP

Hosted VoIP denotes a specific VoIP service where the entire VoIP infrastructure is hosted and managed and maintained by a VoIP provider. The host manages calls and routes them to and from a subscribers telephony systems.

Hosted VoIP, like internet telephony, relies on packet-enabled telephony to relay calls over the internet. It’s different from circuit-based telephony used by Public Switched Telephone Networks

5.  Cloud Telephony

Cloud telephony sounds similar to managed VoIP. Here, the telephony technology is hosted by a provider, but in a cloud, organisations don’t need to spend on infrastructure or install the software. Everything is done virtually. This type of telephony is referred to as Unified-Communications-as-a-Service (UcaaS)