If you own a business that spans continents, you must be familiar with the technology known as virtual PBX, where PBX stands for Private Branch Exchange; however, if you are just starting a new firm or planning to grow into the international market. In that case, you should be aware that you will require a cloud-based PBX system to manage your customer communication better and provide adequate customer support.
Nonetheless, there are some critical features of virtual PBX that you must consider and ensure are included in the system you buy. This article outlines the top 13 features of virtual PBX that will boost your business’s performance.
What Is Cloud PBX & How Does It Work?
Cloud PBX, also known as hosted PBX or virtual PBX, is an IP-based PBX solution that is completely hosted on servers in off-site data centers and is powered by the internet. Moreover, while its functions are similar to traditional PBX, it provides significant cost-saving and performance benefits.
Besides, the working of a hosted or cloud PBX system is very simple. Typically, three components are used: A) The hosted PBX provider, B) A VOIP phone, and C) The Internet. Once the connection is established, you are ready to make and receive calls with exceptional voice quality and no noise or signal interference.
( source: nextiva.com )
At the same time, it is essential to note that hosted PBX and VoIP service providers differ in several respects. Let’s find out ‘How’, in the following section.
13 Best Features of Virtual PBX To Improve Business Performance
Let’s take a quick look at each one.
1. Auto Attendant
The auto-attendant feature should be at the top of your priority list when it comes to features of virtual PBX. As the name implies, this feature delivers automated call replies, greeting messages, general business announcements, and so on. For businesses that receive a high amount of customer calls daily, auto-attendant is a must-have feature to look for when picking a virtual PBX system.
( source: vertacall.freshdesk.com )
The auto-attendant provides various benefits, including the ability to minimize call traffic, segregate calls based on their queries, build a professional image of the organization, and save costs.
2. Interactive Voice Response (IVR)
Incoming callers can obtain information via a voice response system with pre-recorded messages without speaking to an agent Using Interactive Voice Response (IVR). During times of high call volume, an intelligent interactive voice response system can assist customers in finding answers and conducting simple tasks themselves, reducing hold time.
A well-designed IVR software solution can also help raise customer satisfaction and improve call center operations and KPIs. For these reasons, IVR should also be there on the “Best Features of Virtual PBX” list.
3. Business Tools Integration
One of the best features of virtual PBX that you must have in your PBX system is– Business Tool Integration. This feature enables your virtual business phone system to communicate with and integrate various business tools and utility software with utmost ease. This integration will result in a more efficient system and a centralized repository for all of your company’s operations.
You can get all of the data you need from here in real-time and process or analyze it if required. For this reason, ensure that the virtual PBX system you select has an advanced integration feature.
4. Mobile & Desktop Applications
It is essential that the virtual PBX system you purchase has a mobile and desktop application. These applications provide system portability and ease of use. However, ensure that the mobile or desktop application has an easy-to-use and interactive user interface so that even non-technical people can handle it with ease.
For this reason, you must include mobile and desktop apps in your list of the best features of virtual PBX to look for when shortlisting.
5. Audio And Video Conferencing
It is expected that your “Top Features of Virtual PBX” list will include more than just call-related features. For example, it should also provide audio and video conferencing functionalities. Moreover, it is expected that the video conferencing functionality would include a slew of other essential features such as screen sharing, unlimited recording, HD video, and so on.
Likewise, ensure that the audio and video conferencing feature is supported by multiple devices so that it does not hinder its use.
6. Voicemail To Email
The 6th name on our “13 Best Features of Virtual PBX” List is– Voicemail to email. It is a feature that sends voicemail recordings to the recipient email inbox. When a voicemail is left on the receiver VoIP line, they will receive a notification as well as an email with the MP3 or Wav file.
The recipient can then download the file immediately from their email and play it on their smartphone or other devices at their convenience using a media player. Some service providers also provide voicemail transcription. It will send the same voicemail, but you will also see a transcription of it in plain text and audio format.
7. On-call Coaching
This is one of the best features of virtual PBX since it allows you to join an ongoing call without being noticed or interfering with the call. In addition, this feature enables customer service representatives or any other member to discuss with their employees or senior team members while on the phone with a customer or client without disrupting anything or anyone.
For example, if the newbie customer service representative does not comprehend the customer’s query, they can ask the senior representative to join the conversation and assist him. This will not only protect the company’s reputation but will also aid in the training of new employees.
8. Call Routing & Call Queuing
Call routing and call queuing should also be among the best features of virtual PBX. This is a function in which incoming calls are routed to a specific individual or group of persons based on pre-established rules and parameters. As a result, a sound call routing system not only optimizes agents’ time and saves caller hold times but also directs callers to the person best suited for the call.
For example, suppose a German customer calls your customer service. In that case, it is expected that the call will be routed to the German-speaking customer representative rather than the Spanish-speaking customer representative.
9. Call Recording
The business call recording feature is essential for several reasons. For example, it can assist you in providing training to new employees, recording what commitments you have made or what customers have said in the event of a dispute, and analyzing which parts or verbiage your representatives are making mistakes or using incorrectly or in the wrong order.
( source: support.atlassian.com )
Moreover, you may replay and assess which sales scripts work best and which do not. For all of these reasons, make sure the call recording option is on your list of the best features of virtual PBX.
10. Call Forwarding
As the name implies, the call forwarding feature redirects calls from one destination to another. For example, if a customer calls your sales department in California but the team is unavailable for some reason, the call will be routed to your other sales team, i.e., sales team Texas. Besides, the good part is– the customer on the other end of the line would not be aware of the redirection.
The advantages of call forwarding include:
- Never missing a call.
- Maintaining client loyalty.
- Handling calls 24 hours a day.
- Making your organization appear professional.
11. Music On Hold
Music On Hold is the 11th best feature on our “Best Features of Virtual PBX” list. MOH is a business practice that involves playing recorded music to fill the silence that would otherwise be heard by phone callers who have been placed on hold. This ensures that the customer on hold does not become bored and hangs up the phone. Moreover, Music on Hold is a fantastic approach to inform your customers about new products and services that you will be introducing soon. You can also stir their interest by informing them about an upcoming contest and reward points.
12. Call Encryption
The security of your company’s and your customers’ data must be at the top of your priority list. For this reason, you will require advanced virtual PBX features such as call encryption. Call encryption feature ensures that all of your inter-team communication, as well as your client communications, are entirely secure. For this reason, we have included this feature on our “ Best features of Virtual PBX” list.
We suggest that you always choose a virtual PBX service that provides two layers of security: Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP). Both of these protocols will ensure that all of your calls are entirely protected and that hackers cannot eavesdrop or break the system.
13. Call Reporting & Analytics
Call reporting and analytics is the last name on our list of the 13 Best features of Virtual PBX. Call reporting is a tool that provides real-time information about how many calls are in the queue, how many are rerouted, how many callers are repeated, how many customer service representatives are on break or absent, and so on.
Based on these data, you may assess the strengths and weaknesses of your customer care operations and plan a strategy to improve customer service. For example, you can learn why the average call durations are longer than expected, or where you are making mistakes that you should not be doing, and so on. Ultimately, this information will assist you in making your strategy more robust.
( source: virtualpbx.com )
So these are the top 13 features of Virtual PBX that can help you achieve better business performance. Besides, as we have seen, each of the virtual PBX functions is important in its own right. Therefore, it is your responsibility to ensure that the virtual phone number system you choose has the majority of or all of these features.
The Bottom Line:
Purchasing a virtual PBX system that lacks the features that your company requires is the same as purchasing no virtual PBX system at all! In addition, since each virtual PBX feature has a role to play and is crucial in making the system flawless, you must look for and purchase the best cloud-based PBX system with all or most of the features mentioned above.