The ability to integrate virtual PBX with third-party software is still unknown in many call centers. Most departments manage different applications totally disconnected from each other. Nowadays, some communications companies offer mechanisms for software integration, which makes things easier.
This capability involves developing digital work tools that are easier and faster to use. In the contact centers of the past, everything used to be very disconnected. Having a single space in which to make calls, process claims and manage business is now possible.
The web socket: a solution that few exploit
Using a web socket makes it possible to create a space where the applications used for work are integrated. For example, a small company may have a management tool, an accounting tool and also one for making calls. With integration, what is achieved is to be able to use the functions of all of them from a common space.
One of the biggest problems that many call centers have is that their applications are not integrated. This can be a problem when the company moves from physical applications to a virtual PBX. For this reason, many companies do not make the leap to this technology that allows everything to be stored on the Internet securely and without complicated installations.
The web stocket is a connector for virtual PBX. From its use, the customer service department can advance technologically while continuing to use its usual applications. Neither the workers nor the work undergoes major changes and the company can make way for the facilities offered by storage and services hosted in the cloud.
Integrating virtual PBX with third-party software is vital
Adapting companies to the advent of the virtual PBX is necessary. Thanks to this system, data can be stored in the cloud, instead of using physical servers. The latter, constitutes a great monetary saving for companies.
On the other hand, this type of call center software allows business communication beyond the boundaries of the call center department. Nowadays, a company’s telemarketers can attend from the comfort of their own home and with their own devices. Therefore, since the upgrade from the virtual PBX is essential, the important thing is to make the process as atraumatic as possible.
Precisely, integrating virtual PBX with third-party software allows a migration that does not affect the service. Many communication companies offer the virtual PBX, but not all of them allow integration with the programs regularly used by each company. For example, one of the companies that do guarantee the integration of applications is Neotel.
For all these reasons, it is essential to migrate to a virtual PBX with a company that knows how to integrate applications. The modernization of the call center and customer service is guaranteed when it is well thought out.