7 Virtual PBX Benefits You Can't Afford to Overlook
2 min
A virtual PBX is an advanced but easy-to-use and affordable phone system. Virtual PBX can optimize existing phones and lines using the Internet and comes with a host of benefits that will change your business for good.
What is a Virtual PBX?
Virtual or cloud-based PBX (private branch exchange) is a business-grade telephone network for external and internal communications. Virtual PBX is accessed via the Internet, and all of the data and software are hosted in the cloud.
7 Benefits of Virtual PBX
A virtual PBX can change the way you operate - in the best possible way. Here are just a few of the benefits of switching to virtual PBX:
1. Cost Efficiency
Keeping costs down is critical in every business, which is why so many companies have already made a move to the cloud-based PBX. Upfront capital expenditures and maintenance costs are low because these systems are easy to install. After installation, it's maintained by the service provider. There are no hardware costs because the entire system operates in the cloud, which means that the cost of repairs and downtime associated with traditional PBX is a thing of the past. Taking hardware out of the equation means that you don't have to worry about equipment becoming obsolete; your provider will ensure that your system upgrades are carried out as needed, with minimal disruption. Teams can use mobile devices and computers that they already have on hand, reducing wasted space in the office and enabling hybrid and remote working.
2. Scalability
Businesses need the ability to grow and expand rapidly if they hope to compete. Cloud-based or virtual PBX systems are the perfect tools for a fast-paced world. You can add phones, extensions and even mobile devices to operate from anywhere without hardware tying you to a set location. Simply invite a new team member and access the full functionality of a business phone from any device. The opposite is true as well - when the business needs to scale down, it can.
3. Perfect Compliment to CRM and Unified Communications
Virtual PBX phones can optimize your entire communications pipeline. They are internet-based, which means you can integrate with various tools and software solutions to reach more customers. Virtual PBX integrated with CRM not only enables phone calls and voicemails but can send text messages, auto-replies, and social media messages as part of an outbound sales campaign. You can log call details and customer information directly in Salesforce to deliver the best possible customer service to your client base at all times. Many providers roll out hosted PBX in their unified communications product suite, so employees can use video conferencing and team messaging. Teams can collaborate synchronously (phone, video) or asynchronously (messages) using the same app.
Another way to use a virtual PBX to avoid customer frustration, reduce wait time, and deliver a swift customer experience is setting up automatic call transfers. With Salesforce-powered call routing, companies that integrate Salesforce with their virtual PBX can route callers to the right agent based on caller ID, and connect them to the corresponding contact, lead, account, case, and opportunity owners in Salesforce.
For example, if you have an online store that sells products through phone orders and email support requests, you can use this type of call routing to automatically transfer calls from your phone numbers to your online store staff who are handling customer service requests, deliveries or queries.
4. Upgrades and Maintenance
Traditional PBX systems were extremely frustrating. Systems would become outdated, requiring investment in new equipment and then a laborious set-up process. To add insult to injury, updates and patches would require significant downtime (and lost revenue). With cloud-based PBX, upgrades are as simple as updating an app. Your service provider can quickly and remotely fix bugs at a convenient time, which means little to no downtime.
5. Go Fully Remote
We all know how important remote working has become. Companies that offer hybrid or remote work are far likelier to attract great candidates to their business, can access a wider talent pool, improve retention, and expand to geographic areas with favourable exchange rates and tax benefits. Virtual PBX can enable remote working and connect distributed teams around the globe. There's no need to order, ship, configure and set up a PBX system for each employee. Employees simply download the app, and they are ready to work.
6. Greater Insight Through Analytics
Every call centre needs to realize efficiencies wherever it can. With virtual PBX, you can help your team function at their best through advanced analytics. You can use the data from your PBX to determine when the call centre is at its busiest, so you can add additional staff if necessary. Measure how long team members spend on calls, find out why, and make improvements that reduce the length of a call. Use a call recording feature to record calls that can be deployed in training or used to capture important meetings.
7. Reliable, Improve Customer Service
Cloud-based PBX comes with voicemail, automated attendants, call routing and unlimited call handling, which means you'll never miss a customer call - and a customer will never hear a busy signal ever again.
The VOIP (Voice over Internet Protocol) used for cloud-based PBX systems provides clear, excellent audio quality with minimal line interference and consistent uptimes. Connections are lightning-fast, which means you can answer inbound calls quickly and easily.
Conclusion
There are many ways a virtual PBX can streamline and improve business operations. Virtual PBX can save time and money while adding a host of rich features and functionality to your business that improve customer service and drive sales.
The key to a successful cloud-based PBX implementation is to choose an experienced, reliable service provider like PhoneIQ. Get in touch to find out which system is best for your needs and industry.
