Category: Blog

Even with the shift in our society over the years to email, chat, and more technology, phones remain the backbone of business communication for most organizations. In recent years, the shift from traditional Private Branch Exchange (PBX) phone systems to cloud-based solutions like Microsoft Teams Voice marks a significant transformation.

Although at their core, they both make phone calls, there are major differences between these two telecommunication systems and there are significant benefits of integrating Teams Voice within the broader Microsoft 365 ecosystem.

Understanding Traditional PBX and Microsoft Teams Voice

At its core, a traditional PBX is a private telephone network used within a company. The system connects internal phones to each other and to the public switched telephone network (PSTN), allowing for internal communication and external calls using traditional landline technology.

Microsoft Teams Voice, however, doesn’t require all that legacy technology and wiring. Teams Voice is an add-on to Microsoft Teams that turns it into a powerful business phone system. It allows you to make, receive, and transfer calls to and from landlines and mobile phones through the internet, directly from your Teams environment. 

This means you can use Teams not just for chats and meetings but also as your primary phone system, and you can use it anywhere you have an internet connection, on any device that runs Microsoft Teams.

How Is Teams Voice Different From My Existing PBX?

One of the primary differences between traditional PBX systems and Microsoft Teams Voice is the infrastructure requirement. Traditional PBX systems require physical hardware and dedicated space within an office environment, along with regular maintenance by specialized personnel.

Microsoft Teams Voice operates in the cloud, eliminating the need for extensive hardware and significantly reducing the maintenance burden on businesses.

Another benefit of Teams Voice is the ability to scale the system up and down depending on your business requirements. Traditional PBX systems can be challenging and costly to scale, requiring additional hardware and resources for expansion. Microsoft Teams Voice offers easy scalability, catering to businesses of all sizes with flexibility to adjust as the organization grows or shrinks, all without significant capital expenditure.

Frequently Asked Questions About Teams Voice

Do I need to replace all my hardware to use Teams Voice?

No, you don’t necessarily have to replace all your existing hardware. While Teams Voice is designed to work well with headsets, computers, and mobile devices, you can also use existing desk phones if they are compatible with VoIP technology. There are adapters that can make traditional phones work with Teams Voice, but for the best experience, using devices certified for Microsoft Teams is recommended.

Can I keep my current phone numbers?

Yes, in most cases, you can port your existing business phone numbers to Teams Voice. This process involves transferring your phone numbers from your current service provider to Microsoft, allowing you to maintain business continuity and avoid updating your contact information on business cards, websites, and other materials.

Is Teams Voice secure?

Yes, Teams Voice benefits from the same enterprise-level security and compliance features that protect the other services within Microsoft 365. It includes end-to-end encryption for calls, robust data protection measures, and compliance with global standards, ensuring that your business communications are secure.

How does Teams Voice integrate with Microsoft 365?

Teams Voice is deeply integrated with Microsoft 365, allowing you to access, share, and collaborate on documents directly from within Teams. You can schedule meetings in Outlook, share files from OneDrive, and even use Microsoft Power Automate to streamline workflows. This integration ensures that your team has the tools they need to communicate effectively.

What is required to start using Teams Voice?

To start using Teams Voice, you’ll need a Microsoft 365 subscription that includes Teams, along with a Teams Voice license for each user who will be making or receiving calls. You’ll also need to ensure your internet connection is robust enough to handle VoIP calls, and you may want to consider compatible devices like headsets or desk phones for the best experience.

Can Teams Voice handle international calls?

Yes, Teams Voice supports international calling, but you’ll need to consider the appropriate calling plans offered by Microsoft. There are different plans available depending on the volume of international calls you expect to make, and these can be adjusted to fit your business needs.

Get Started With Teams Voice Today

Are you ready to revolutionize the way your business communicates? Let WorkSmart help your business simplify your communications experience with Teams Voice. From assessing your current infrastructure to implementing Teams Voice and providing ongoing support, we can tailor a solution that fits your business needs perfectly.

Contact us today and one of our Senior Business Advisors or your Client Success Manager can help advise you on a Teams Voice solution that fits your business needs perfectly.

As a business owner, you’re aware that your organization faces an ever-evolving array of cyber threats, with email-based attacks like phishing and spoofing at the forefront. These attacks can not only compromise sensitive information, but also may damage your brand reputation and customer trust, and can lead to significant financial and reputational losses. The complexity of these threats requires ever-evolving defenses, as traditional security measures often fall short in the face of sophisticated email scams.

A key emerging piece of your managed security strategy should include management of your domain’s DMARC service, a powerful email authentication protocol designed to give organizations the ability to protect their domain from unauthorized use, commonly known as email spoofing. How does it work? We’re glad you asked!

What Is DMARC And Why Does It Matter?

DMARC, which stands for Domain-based Message Authentication, Reporting, and Conformance, is an email authentication, policy, and reporting protocol. It builds on two foundational email authentication methods: SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail). DMARC enables your business to publish policies that define how your email is authenticated and how receiving email servers should handle messages that don’t pass these authentication checks.

When an email is sent, DMARC works by checking that the message’s source is authorized by the domain’s owner using SPF and DKIM. SPF verifies the sender’s IP address, while DKIM verifies that the message content, including headers and body, has not been tampered with. DMARC then takes this a step further by ensuring that the information validated by SPF and DKIM aligns with the domain stated in the email’s “From” field, adding an extra layer of verification. Based on the DMARC policy defined by the sender’s domain, the receiving server can then decide whether to accept, reject, or quarantine the email if these checks fail.

DMARC policies tell how emails failing these checks should be handled, and importantly, they report back to the sender about messages that pass or fail DMARC evaluation. WorkSmart’s Managed DMARC service helps your business identify and resolve potential vulnerabilities or authentication issues proactively. We also offer visibility into how your emails are being handled, and also help in identifying spoofing or phishing attempts.

DMARC is critically important in the fight against email spoofing and phishing attacks. Email spoofing involves sending messages with a forged “From” address, making them appear as if they come from a trusted sender. This is a common tactic in phishing attacks, where attackers trick recipients into divulging sensitive information or downloading malware.

By enforcing and managing DMARC policies and reporting, WorkSmart can significantly reduce the risk of your domain being used in spoofing and phishing campaigns. This not only helps in safeguarding your sensitive data but also protects your brand integrity and customer trust, which are often targeted in such attacks.

What Can Happen Without Managed DMARC?

Without actively managed DMARC, businesses expose themselves to the risk of email spoofing and phishing attacks, which can lead to data breaches, financial loss, and erosion of your reputation and relationships. Without a way to authenticate emails effectively, cyber criminals can easily impersonate a business to exploit its employees, customers, and partners.

One notable recent example of a breach that could have been stopped with managed DMARC involves a well-known financial institution that suffered a significant phishing attack, leading to a substantial financial loss and compromised customer data. The attack was orchestrated using spoofed emails, mimicking the bank’s domain. 

Another case involved a retail company that experienced brand damage after attackers sent malicious emails to its customers. These incidents underline the importance of actively managing DMARC in preventing such security threats.

Can I Manage It Myself?

DMARC, SPF, and DKIM are highly technical DNS records that are difficult to manage without a trusted IT partner by your side, and misconfiguration of these records can cause email deliverability and trust issues. The challenge is compounded by the need to monitor and interpret the reports generated by DMARC, requiring a deep understanding of email authentication mechanisms.

Setting the right DMARC policy (none, quarantine, reject) and understanding the implications of these settings is crucial for effective protection without disrupting legitimate email traffic. Misconfiguration can lead to legitimate emails being rejected or quarantined, disrupting business operations.

With WorkSmart’s Managed DMARC service, we handle everything for you, from proper configuration, to report analysis and ongoing management.

Choosing The Right Managed DMARC Partner

When choosing a partner to manage your DMARC (and overall IT security posture), it’s important to consider a number of aspects, including:

• How much experience do they have with email security?
• How is their customer support?
• How comprehensive are their service and security offerings?

WorkSmart’s team has been serving businesses throughout the United States for over 20 years, and has the breadth and depth of experience to help your business, whether you’re just getting started or established and scaling.

Get Started With Managed DMARC Today

DMARC plays a critical role in securing email communication for businesses, protecting against spoofing and phishing attacks that can lead to data breaches and loss of customer trust. Implementing and managing DMARC can be complex, but WorkSmart’s Managed DMARC services offer a solution by providing our proven expertise and simplifying the process.

To find out more about our Managed DMARC services, schedule a consultation with one of our Senior Business Advisors or reach out to your Customer Success Manager today!

Who in your company wears the IT hat? Is it an IT professional or has someone in another role been tagged for the task?

If you don’t have an in-house dedicated IT professional, you may find that the daily management of IT duties can distract you from your core business responsibilities as a business owner or employee. The difficulty of keeping up with rapidly changing technologies is a leading cause of time-consuming work for those who aren’t IT professionals. The tasks include overseeing IT-related matters and following up on them, dealing with the complexities associated with IT management, and navigating interactions with your IT providers.

In this article, we discuss the common pain points businesses face when managing IT responsibilities and why you should partner with WorkSmart. Our partnership will streamline your IT management, allow you to refocus on your core functions, and rebuild maximum efficiency and trust in a solution partner that is responsive and transparent. It is our mission to simplify your IT with WorkSmart’s game-changing solutions.

5 Reasons to Partner with WorkSmart

1. Strategic Focus and Investment

It has been WorkSmart’s mantra for 25 years to “make IT easy.” One of the key benefits you’ll experience when partnering with WorkSmart is the ability to maintain a strategic focus on your core responsibilities. WorkSmart can handle your IT management tasks for you, freeing up your valuable time so you can focus on your primary duties. This allows non-IT professionals to move to a more strategic role when they find themselves stuck wearing the IT hat.

When you recognize IT as an investment, you realize that technology can provide significant returns in terms of efficiency, productivity, and competitiveness. Keeping this perspective in mind will help you prioritize your technology initiatives in line with your overall goals and growth plans. Investing in IT infrastructure, software solutions, and digital transformation enhances your operational effectiveness while enabling you to remain agile and adapt to market changes.

2. Saving Time

Managing IT tasks can be time-consuming, leading you to work overtime if the person wearing the IT hat has other important responsibilities. When you partner with WorkSmart, you save valuable time spent monitoring or following up on pending IT issues. This time can be redirected towards strategic initiatives and other projects that contribute to the overall growth and success of the company.

3. Simplifying IT Complexity

Non-IT professionals may feel overwhelmed by the dynamic nature of Information Technology. You can manage your IT seamlessly and stress-free with WorkSmart because we simplify IT. The WorkSmart team of experienced professionals is well-versed in the latest technology and can handle all aspects of IT management, including cybersecurity, data backup and recovery, cloud services, and more. This allows businesses to focus on their core operations without having to worry about the complexities of IT.

4. Restoring Trust

Successful business partnerships are built on trust. If you outsource functionality to a provider and spend half your time tracking down the status of projects, implementations, and maintenance, it makes little sense. Your IT support should also be responsive. This means that if and when you ask a question or need support, you get a reply within a reasonable amount of time and have the ability to speak to a real person who gives personal attention to your concerns.

IT consultants from WorkSmart are the best in the business. That is why we hire them. It is important to us at WorkSmart to do the right thing, to make connections, and to share the desire to grow. Our goal is to build trust through responsiveness, transparency, and accountability. With these values in mind, our IT specialists build strong, lasting, trustworthy relationships with each of our partners.

5. Collaborative Approach

Collaboration is an integral part of WorkSmart’s IT management. An important aspect of WorkSmart’s service is supporting you in your short and long-term strategic IT decisions. Our team manages your day-to-day tasks, allowing you to tap into our expertise while shaping your IT infrastructure. This approach nurtures a sense of partnership, ensuring that IT solutions align with your specific needs and goals.

About WorkSmart

WorkSmart focuses on today’s technologies and tomorrow’s strategies. Our offices are located in Durham, Charlotte, Alpharetta, Greensboro, and Lancaster, and we service clients within an hour of these locations. WorkSmart’s team specializes in providing in-person and value-driven assistance to businesses with 10–100 computer users. With us, you will not only find the right technology but also enduring relationships and a team you will love!

Rather than just offering short-term fixes that leave you vulnerable to recurring issues, our goal is to partner with you long-term to develop sustainable IT strategies that will help your business grow.

Need help handling IT responsibilities in your business? WorkSmart is here to help you. Contact us today!

Stay tuned for our next article, as we will discuss how to redefine the IT landscape with proactive strategies and collaborative planning that ensure a smoother, more proactive approach to problem-solving.

Have you ever submitted an request for IT support ticket and not received a response? Do you find that your IT provider does not accept phone calls, rerouting you to the support ticket system when you try to contact them?

Businesses increasingly rely on IT services to drive growth and innovation in today’s digital world. Despite this, many organizations struggle to communicate effectively with their IT providers. The generic solutions and lack of personalized support inhibit productivity and business success.

This article examines the common communication challenges faced by businesses and reveals how WorkSmart uses a unique approach to truly understand, and respond, to each client’s requirements.

The Impact of Active Listening During Tech Support

Businesses often feel that their IT providers neglect or misunderstand their specific requests. The result is frustration, loss of productivity, and an inability to trust service providers and the support department.

WorkSmart prioritizes active listening as a foundational element. We offer a ticketing system for your convenience, but we are also committed to taking your calls. When you reach out to us, you’ll always speak directly with a trained and professional IT support consultant.

It is our goal to actively listen and understand our client’s unique needs, goals, and pain points. Using active listening and meaningful conversations, we can gain a comprehensive understanding of your business, enabling us to provide you with tailored solutions.

Aligning IT Solutions for Maximum Impact

Some IT companies concentrate solely on technical expertise without considering the broader business context.

Keeping IT solutions aligned with business goals is a priority at WorkSmart. The combination of our technical expertise and industry knowledge allows us to recommend solutions that not only resolve immediate tech issues but also contribute to long-term business success. Our dedicated teams have both technical and business acumen to develop IT strategies that drive growth and innovation.

The Impact of Tailored Support for Unique Needs

A generic approach to IT support often leads to dissatisfaction. Each organization has unique needs and challenges, and a one-size-fits-all approach neglects these characteristics.

Our unique approach to IT differentiates us from other companies. Our top priority is to listen to your needs rather than provide generic solutions. Every solution we deliver is tailored to meet the needs of the client, whether it is software implementation, security optimization, or proactive maintenance. We service companies with 10-100 computer users, allowing us to pay attention to detail.

The Impact of Adaptable Solutions on Client Satisfaction

We understand that customers at times feel disappointed by IT providers’ rigid solutions. A rigid solution not only limits your business’ growth but also causes customer dissatisfaction.

Our flexible approach allows us to adapt to the unique requirements and preferences of each of our clients. WorkSmart works closely with you to gain an understanding of your workflows, technology stack, and future goals. This approach allows us to provide solutions that are scalable, adaptable, and flexible to grow with your business. Our services include transforming business strategies and leveraging emerging technologies. By partnering with WorkSmart, you can ensure that your IT infrastructure remains current as your business evolves.

The Human Touch: Prioritizing Personalization for Success

Numerous businesses find that IT service providers do not deliver the personal touch they expect. When providers are just hyper-focused on making the next sale, existing customers can be left to feel like mere statistics, instead of valued clients. This lack of personalized engagement can lead to frustration, especially when dealing with generic support and one-size-fits-all solutions.

Do you feel that your IT provider lacks a people-centric approach? Consider the difference it would make to work with a team that truly understands your culture, values, and concerns.

We firmly believe that technology should not overshadow human interaction at any point in time. Our personalized approach is especially beneficial to companies within an hour’s drive of our Durham, Charlotte, Alpharetta, Greensboro, and Lancaster offices. We have dedicated teams committed to providing you with a personalized experience, offering onsite support when needed, and ensuring that you feel heard, supported, and valued throughout your IT journey.

Effective communication forms the cornerstone of successful IT services. Actively listening to you, aligning IT solutions with your business goals, providing tailored support, and prioritizing the human element is our business, and we are good at it.

You can stay on top of the complexities of the digital landscape with the help of our comprehensive range of services, such as co-managed IT, cyber security, cloud technology, hybrid work solutions, backup and recovery, and strategic IT budgeting.

WorkSmart is your trusted partner for seamless collaboration, enhanced productivity, and sustainable growth.

Contact us today to embark on a transformative IT journey that takes your IT support to new heights with “the right technology, not more technology.”

Stay tuned for the next article in our six-part series. We will discuss situations where you’re tasked with managing IT when it’s not your primary role. Discover how WorkSmart’s services bring relief, allowing you to reclaim your time and focus on your core responsibilities.

Are your current service providers prioritizing user support, or is the customer experience more of an afterthought?

Effective communication is the foundation of a successful partnership between businesses and their IT service providers. However, many providers fall short in this area, leaving clients in the dark about the status of their support tickets, progress on resolving issues, and plans for the future.

WorkSmart recognizes the problems users experience in an industry where human interaction is scarce. They have listened to the collective frustrations of business owners, and built their own business model around the drive to address them.

In this article, we’ll explore the frustrations small businesses experience when it comes to IT support – and highlight WorkSmart’s unique approach to a customized IT support partnership that ensures client success.

Ticketed IT Support and Call Management

In today’s fast-paced business environment, time is of the essence. When technology fails, businesses need immediate support to minimize downtime and keep operations running smoothly. Unfortunately, many IT service providers fall short in this aspect, leading to frustration and lost productivity.

WorkSmart distinguishes itself by offering dedicated teams for remote support, support coordination, and quick-fix resolutions. Their approach includes a systematic process for intake, triage, and response. They provide regular updates on ticket progress and set clear expectations for call-back times. This transparent system ensures clients are informed about their ticket status, sets clear expectations, and guarantees that they can always reach someone on the phone for support.

Tailored Assistance for Every Business Size

Businesses frequently encounter the challenge of dealing with providers whose services do not align seamlessly with their unique needs. The absence of personalized attention can lead to a disconnect between the client’s expectations and the actual support provided, fostering dissatisfaction. Finding a service provider with the ability to address scalability, efficiency, and seamless technology integration has never been more important than now in the ever-changing digital landscape.

At WorkSmart, they believe that every business deserves personalized attention. Dedicated teams work closely with clients to understand their specific requirements, challenges, and goals. They develop customized IT solutions that address clients’ needs and align with the long-term growth plans of each business. Whether the business is a small startup or an established organization, their tailored support ensures that technology works for their clients.

On-Site Support to Minimize Disruptions

While remote support can address a good deal of IT support questions, some problems require hands-on assistance. These could include hardware malfunctions, network outages, or complex software installations. Relying solely on remote support in situations that require on-site assistance can result in a business experiencing extended downtime and disruptions, impacting their productivity and bottom line.

WorkSmart understands the importance of on-site support in critical situations. They have a  team of skilled technicians located in Durham, Charlotte, Atlanta, Greensboro, and Lancaster. These local team members are readily available to visit customer offices and provide hands-on assistance when remote support is not enough. As a result of their fast response time, IT issues are resolved quickly, minimizing disruption to business operations.

Active Involvement For Success

Many businesses have experienced the frustration of working with IT service providers who seem distant and disconnected. These providers often lack the necessary level of involvement and dedication to truly understand their client’s needs, resulting in misaligned solutions and missed opportunities for improvement.

WorkSmart’s core values are to “Do the Right Thing. Put People First. Own It. Be Curious.” They are committed to being actively involved in every aspect of their client’s IT support journey. They dedicate teams to each stage of the process, from the initial consultation to ongoing maintenance and improvement. This approach ensures that WorkSmart has a deep understanding of customers and their business requirements, allowing them to provide comprehensive and personalized solutions that drive success.

IT Solutions With a Human Touch

Numerous businesses find that IT service providers do not deliver the personal touch they expect. When providers are just hyper-focused on making the next sale, existing customers can be left to feel like mere statistics, instead of valued clients. This lack of personalized engagement can lead to frustration, especially when dealing with generic support and one-size-fits-all solutions.

The WorkSmart team has a substantial number of members, ensuring a deep bench of talent. With 100 experts spread across Durham, Charlotte, Atlanta, and other locations, they have dedicated IT consultants ready to support any needs. They take pride in their carefully crafted and thoughtful approach to customer service, guaranteeing that their clients receive the attention they deserve. Additionally, being local in Durham, Charlotte, Atlanta, Greensborough, and outside of Philadelphia allows them to better connect with their clients and understand their specific needs.

WorkSmart’s personalized approach ensures that businesses feel heard, valued, and supported throughout their IT journey. They believe that the human touch is essential in delivering exceptional IT support and fostering a stronger partnership with clients.

WorkSmart specializes in Managed and Co-managed IT Services, Cybersecurity, Data Backup and Recovery, IT Strategy and Planning, Microsoft 365, and Cloud Services. 

Contact WorkSmart today for a free consultation and learn how they can help your business thrive.  And join us in our next article as we discuss how WorkSmart bridges the gap when businesses feel they are not heard.