All growing companies around the world are reorienting themselves to provide a tech-savvy workplace environment. With more and more companies adjusting and adapting to the new normal remote working culture, it is now more important than ever to integrate a cloud communication system. When it comes to that, hosted PBX phone system leads the competitive marketplace. According to the statistics provided by RTE Media, as much as 83% of the employees are in the favour of remote work culture.
In this redefining period of business working models, companies are looking for enterprise-grade cloud communication solutions to meet the needs of digitizing the workplace. And this is where externally managed PBX communication solutions are bridging the gap between the problem and its solution.
Essentially, a PBX phone system provides a seamless path to help companies establish an integrated communication network among the teams regardless of where they are located or working from. In this way, businesses are empowering their workforce to maintain agile communication on virtually the same platform. Before we go into the details of how efficient and productive a PBX solution is, let’s understand how a PBX phone system works for different businesses.
What is a PBX Phone System?
PBX is simply a communication system that allows multiple users to talk to each other on a certain premise. PBX stands for Private Branch Exchange, and this private branch lets its users maintain interconnectivity with the internal departments of a company as well as with the external world at the same time.
A traditional PBX phone system incorporates various channels such as VoIP and ISDN to maintain swift communication both internally and externally. What it essentially means is that with a PBX phone system, businesses can manage and automate call routing, call forwarding, call recording, and customizing the automated responses with advanced calling features.
As a result, companies can render their internal communication and customer support experience effective and amusing.
How Does a PBX Empower Businesses?
Since a hosted PBX phone system can be rendered as customizable as possible, the value addition of this cloud phone system is tremendous. It is up to the nature of companies what business productivity they can extract out of it. However, there are some core business processes and benefits that are important to mention here.
Internal Communication Optimization
As mentioned earlier as well, the global inclination of employees is shifting towards the remote workplace environment in post COVID era. This rising trend has compelled companies all around the world to integrate an internal communication system that caters to their varying requirements.
A cloud based PBX phone system is an all-in-one communication solution that has the capacity to entertain enterprises of all sizes. One of the greatest benefits of using a PBX system is its interoperability and scalability. You can create custom rules to define the PBX system according to your business model. For instance, you can restrict certain users from dialling international calls to reduce communication costs.
Similarly, you can enhance communication effectiveness by using the call transfer features of the hosted PBX system. Additionally, you do not require some dedicated hardware to use these cloud softphones. Rather, these softphones can be set up with your existing phone systems.
Unified Control and Automation
With custom rules and automation options, companies do not have to depend on manual operators to handle or direct the inbound calls to the concerned department. All you need to do is set up one number for all incoming calls and customize a call menu. In this way, the callers can direct themselves towards the concerned department by using the navigational voice menu and your auto-attendant will redirect every call accordingly.
Different PBX phone systems differ based on how they collect and send communication signals. Generally, a PBX Phone System either operates on an analogue, VoIP (voice over internet protocol), or digital phone lines. A hosted or cloud PBX system is the top-tier system among all. It has the capacity to manage and automate both inbound as well as outbound calls. You can integrate your call features such as call monitoring, conference calls, call logs and all other characteristics into your business CRM.
Optimized User Experience with IVRs
Businesses can greatly enhance the communication experience of incoming callers and customers using IVRs. IVR is short for Interactive Voice Response. With IVR integrations, you can automate the greetings for all the incoming callers. Similarly, you can use IVR technology to create a navigational menu that swiftly redirects the callers towards their concerned departments.
Contacts attribution and segmentation is yet another incredible opportunity to optimize customer experience on your communication channels. For instance, you can collect the data entered by different callers using their requirements, statuses, or responses to the automated menu system. For instance, you can categorize them on metrics such as:
- New Customers
- Returning Customers
- Call-back Requested Customers
- Language Preference
- Customers Requiring Custom Quotes
Companies further categorize this data of every caller into different phases of the customer journey ranging from awareness, consideration and decision.
The key differentiator that sets PBX Phone System apart is its flexibility to scale as needed. Normally, as companies grow, they need to upgrade their hardware systems to cope with the expansions. Businesses acquire higher-tier tools and technologies to cater for their needs. However, when it comes to using PBX Phone Systems, scalability is simply the cherry on top.
PBX phone systems allow you to expand your network to as many users as required without worrying about upgrading your hardware phone systems. All it takes is to contact your cloud communications provider or PBX phone system providers and update the number of users you need for your business communications. Boom! Your existing systems will automatically upgrade themselves to cater for the extended users.
Data Powered Call Analytics
The process of call analytics involves recording, collecting, and analyzing various components and specifics of a telephone conversation. Data-powered call analytics are useful to make informed decisions and further optimising the customer experience.
Additionally, you can use it to figure out how customers are making decisions, as well as what kind of calls come through your call centre. The results of Call Analytics can be used to determine the impact of marketing campaigns and other promotions on the behaviour of customers.
Switching is Easy!
RingOffice has deployed a team of cloud communication consultants and experts to program a hosted PBX phone system. However, we do not simply integrate a hosted PBX phone system into your business model. We go through 5 fundamental stages in our collaboration with businesses:
Discovery and understanding of the objectives that you plan to accomplish by integrating the PBX Phone System with your business.
Evaluation of whether integrating the PBX phone system addresses your business problems and enables you to achieve the desired objectives or not. In case it does not, we tailor a solution that best fits your business requirements. Otherwise, we proceed through the following stages.
Configuration of cloud communication system and its customization in line with your business requirements and workflows.
Validation of the solution to ensure it is deployed seamlessly.
Implementation of the solution such that your business communication is now powered with PBX.
With over 10+ years of collaborating with a number of companies, we have established a reliable market value and here’s an insight into why you should consider choosing RingOffice:
- Certified 3CX Phone System Experts and Solution Consultants
- Equipped with Contemporary Digital Resources, Tools and Software
- Disaster Management and Recovery Experts