Due to the ever-evolving technologies, now companies are easily accessible to customers on various platforms for customer service support. Despite the numerous call center customer service solutions options available, many customers still prefer to speak with a customer service rep over the phone. This is why companies are investing in PBX phone systems.
Cloud PBX systems are currently among the most popular PBX types because of their simplicity, affordability, accessibility, and features. The use of a cloud PBX phone system eliminates the need for an expensive investment in PBX equipment and maintenance.
Since cloud PBX systems are online services, you have immediate access to the latest features, including video conferencing, call recording, and much more.
Let’s look at how you can fast-track your cloud PBX system using its features.
Auto Attendant
Auto-attendant is a virtual receptionist that greets incoming calls and routes them to the appropriate agents based on the caller’s menu selection. Auto-attendant eliminates the need to hire additional human receptionists to handle high call volumes while efficiently routing customers to the appropriate agent for faster resolution.
Call Reporting and Analytics
Phone call reporting capabilities are essential especially if you have a busy sales team because this software provides you with a detailed view of real-time call analytics reports about your business phone usage.
The reports include the amount of time spent on calls, the number of missed, answered, and toll-free calls, peak hours for callers, and more. Call reporting and analytics provide better insights into how your company uses the phone system, making it easier to identify pain points and quick-win opportunities.
Interactive Voice Response (IVR)
There are two types of IVRs, basic and advanced IVR. A basic IVR system routes you to the desired department, whereas an advanced IVR system is built with conversational AI. IVR is advantageous for businesses because it provides self-service options for customers and the ability to handle high volume calls while efficiently directing them to the appropriate agent.
Audio and Video Conferencing
Host virtual audio and video conference calls with your employees using a conference bridge, which requires a passcode for your team to join. You can use any internet-connected device to join the conference, including a softphone, VoIP headset, or your phone. It also has screen-sharing capabilities for improved collaboration.
Advanced Call Routing and Queuing
Hosted PBX system provides call routing and calls queuing features that help handle high call volume when agents are unavailable. The solution places callers in a queue and informs them of their queue number, how long they can expect to wait, and typically offers a callback option. Businesses use advanced call routing and queuing to reduce call abandonment and drop rates.
Mobile and Desktop App
Take calls from anywhere using mobile to desktop apps and transfer calls from your desktop to your mobile with no interruption to call quality. Your employees can use their existing devices to install a compatible mobile app to start working immediately, increasing productivity and efficiency.
Make the wise decision and consider moving to a cloud PBX system. Cloud PBX allows you to manage your entire business phone system over the internet. With so many cloud PBX customer care solutions available in the market, it may be difficult to select the best system and features for your company’s requirements.
This is where Aavaz Free PBX comes into play.
All of these features and more are available with Aavaz PBX. The leading contact center solution provider will assist you in assessing your business needs and customizing a comprehensive customer care solution to meet those needs.
