One of the components successful business – it single telecommunications space for the entire enterprise. Departments, offices, remote workers – all this should communicate with each other via telephone, which, in turn, must be of high quality, functional and profitable financially. To reduce the cost and time to implementation of telephony into the company, as well as oversee the work of a large staff, increasing their efficiency and motivation are increasingly using cloud technologies. What is a solution, and how to choose the right cloud PBX operator for businesses discussed in this article.
What is virtual or cloud PBX telephony for
Virtual PBX – is a service that allows you to effectively organize and inexpensive corporate office communication. Essentially cloud telephony, as it is often called, is a PBX server that is physically located on the provider side and the user feedback is carried out via the Internet. No wires, special expensive equipment, detached premises for the station makes a virtual PBX with one of the most comfortable, and cost-effective business solutions. Let us consider in more detail what is this service and how it differs from other schemes in the enterprise telephony company.
What problems solves the cloud PBX
Virtual PBX offers a very wide business opportunities. Using this solution can significantly expand the potential of the company, to reduce communication costs, save staff time and increase customer growth. Let us dwell on those functions which are carried out Watsu in the process, and consider the examples of what caused the problem it can solve.
Sooner or later, many companies are faced with the problems of communication between their employees and customers.
For example, communication between offices in different cities, or between remote workers is problematic because of the cost of communication. Calls to remote workers on cell phones with the office would “fly into penny.” The solution to this problem – the additional extension numbers representing a code is assigned as a separate phone line, and the whole unit. These numbers are not physically attached to any location, so employees can freely communicate with each other while in different locations around the city, or even in offices in other cities or countries. In addition, the communication between employees within the corporate network will be free of charge.
Another advantage of the short numbers for communication between the staff – they are easier to remember than to store in the memory cell or office phones City
Setting up call admission algorithm will allow to organize the distribution of the script calls. It is very convenient for the customers, which then wait for the response of the operator as well as for the company’s employees – the load is distributed evenly between
Often the problems of communication with customers arise from the workers, so the recording of the conversation will track and coordinate the work of managers, which will increase the efficiency of service.
Expansion of business
With the expansion of business, implying the opening of new branches and offices of the company in his or the other region, and possibly abroad, the company may face a number of challenges: organizing and buying new equipment for IP-telephony, move devices to a new location when moving , fees for telecommunications services abroad, calls for long-distance tariffs. Coping with these challenges will help the virtual PBX. Using it, you do not need to extend the cable to carry the existing or purchase new equipment. With cloud PBX enough to connect to the new IP-phones or softphones existing virtual numbers of the company. And what’s more, to enter the markets of other cities may not be necessary to open offices in them. This will require a plug number for the region, which will increase the loyalty and trust of local customers. In this case, the cost of calls within the corporate network is free and has no geographical reference.
Increase in the number of calls
As the business grew and increased the number of telephone calls. At some point, the staff will be difficult to handle a large number of calls or the number of phone companies simply can not take a large volume of calls. In connection with what is often a customer churn, not wanting to listen to the endless beeps, or signal “busy” in the tube. Thanks to the IP-telephony and multi-channel numbers can be taken, and 10, and 100 calls simultaneously, and well-tuned all receive calls instantly redirects the client to the first free staff member. And even when he is not in the workplace, all calls coming in to it can be sent to his mobile phone by using forwarding. Thus, every call will be heard and processed, which will retain existing and attract new customers.
Doing business always entails a tough fight for customers. All of them should be given due attention and the best possible service, that is, to build a perfect relationship.
When a large number of customer data collection and processing, storage and interaction with them turns into a real problem. Difficult in such situations, if the client is addressed to understand the company previously, and if addressed, then on what, how much is willing to purchase, etc. Searching for such information may take a lot of time, it is possible to turn the loss of customers. Therefore, companies are looking to automate the process and have increasingly resorted to the use of virtual PBX in conjunction with CRM-system. Thanks to this tandem becomes possible:
- Recording and storing of calls in relation to particular customer;
- deployed analytics and statistics conversations;
- view pop-up card of the client during the call;
- connection to the card to the customer records of all previous conversations;
- make calls directly from the system;
- a record of all contacts in chronological order.
Therefore, all collected during the call, and other actions of the client information is automatically stored in the database, and the next time the card it will already be displayed employee. It will describe the issues that previously addressed the client, which will carry on a conversation in the right way. In addition, the leader in on-line mode can monitor calls directly from the system that will make the job more efficient management, and thus reduce the outflow of customers.
It is very important to ensure security and data about their customers when connecting the virtual PBX. To this end, the following options:
- use sophisticated password policy;
- permission to make outgoing calls to registered users only;
- blocking access after several failed login attempts;
- Call restriction of available destinations;
- encryption of telephone conversations;
- access rights and the creation of user profiles.
Also, one of the ways to attract customers is to use federal numbers, calls are free. And if this number is easy to remember, so-called “beautiful”, it is to some extent increase the company’s rating in the eyes of potential buyers.
The lack of sales growth
If a company, for unknown reasons, there is no sales or seen their decline, the possibility of cloud PBX to help cope with this problem. Control staff members, analysis of their interaction with customers – it is quite feasible by Watsu. For this purpose, there are the previously mentioned functions of recording and storing calls and calls as well as maintenance of statistical data. Detailed analyst calls, detailed statistics of conversations, listening to calls in real time allows to judge the effectiveness of each employee and motivate them to increase sales. This way you can keep track of how many missed calls, how long to continue the conversation, how long the client waited on the line. This makes it possible to greatly reduce customer churn, thus to promote the growth of sales in the company.
High advertising costs
Advertising – the motor trade. Everyone knows, investing, sometimes with a lot of zeros, and “engine” works somehow. That is, it is not known which advertising sources generate the most calls, and which generally are ineffective, where you want to send money, and where there is a limited budget. With the power of the virtual PBX, namely call-tracking, it’s easy to fix. This service allows you to keep track of a particular online or offline advertising of an incoming call, get on any search query the client has a page with a phone number, as well as provides detailed statistics on the number of calls to each advertising channel. Hence, call-tracking allows you to organize your marketing strategy properly and effectively.
Frequent trips or inability to stay in the office
It happens that company employees are often forced to go on long trips or be absent from the workplace. Sales performance in these moments falls markedly. The same situation is observed in the holiday season, when most of the workers is not in the office. This problem can also be corrected with the introduction of cloud-based PBX. A powerful tool in this case will be the FMC service, with which you can combine mobile and office phones in the overall network. The only thing that is required in the absence of the person in the office – is the availability of internet connection, provided you use the softphone or mobile operator coverage. Due to this functionality, part of a corporate client or the call will be immediately forwarded to a mobile or any other phone number employee, wherever he was.
In addition, a virtual PBX allows video calls and online conferences, which will allow any employee to participate in the scheduled meeting, even if it is not physically in the workplace.
time spent on unnecessary calls and frequently asked questions
untargeted, unwanted calls takes considerable time, which could be usefully spent on real buyers. To avoid this virtual PBX offers several features.
Trim unwanted calls and spam will open the “black list”, whereby unwanted customers will be blocked, and the next time you try to call to hear a dial tone in the handset. For these clients, the number is always busy.
In addition to the screening unnecessary, cloud PBX helps allocate priority clients. For this purpose, can be used to properly organize all calls. For example, calls can be adjusted according to the development of staff from less experienced to more experienced, or vice versa, depending on the purpose. You can also adjust the algorithm for allocation of calls in a way that automatically redirects the client to the operator to which it is already addressed with the question. This will reduce the time required for the explanation of the same problems to different professionals.
Answers to frequently asked customer questions can be given using the IVR-menu or an answerphone, which significantly saves time of employees. For example, well-configured services can automatically tell you where the office is to reach it, while it is running, to give some information about the company’s products and to answer many other questions without taking time from an already busy operators. < / p>
The benefits of using virtual PBX
Virtual PBX has many advantages, such as in front of a traditional analog phone or to the office PBX, and even before the mobile operators. Let us consider in more detail what is so allocated cloud PBX compared to other solutions.
A significant time-saving and money
The introduction of cloud technologies will significantly save the company budget. Connect Virtual PBX in the enterprise is not required to search for and purchase of expensive equipment, cabling. This solution would eliminate the costs of connection, configuration and ongoing maintenance of the system. In addition to the funds largely save time, the lack of which is always in dire impact on sales growth.
Do not require special knowledge
Virtual PBX is very easy to connect. To manage such a system does not need to be skilled or have any special knowledge. Implement ATS setting the specific needs of the company and be able to manage any employee with a simple and intuitive interface.
Interact with lots of programs
One of the important benefits of cloud-based PBX is the ability to integrate with CRM and ERP systems, which will improve the efficiency of management and thereby increase sales. For your convenience, a virtual PBX can be integrated with 1C and other programs </ a > and use it to integrate with a variety of messengers: WhatsApp, Telegram and other