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Private label PBX: set up your own IP telephony business

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Neotel offers its IP telephony services to companies of all types. However, our company also gives new entrepreneurs the option to sell and earn money with our services under their own brand. This is precisely what the private label PBX is all about.

Services related to IP telephony are increasingly in demand. The projections of ICT studies reveal that communication tools such as call center software are the future in the business sector. Therefore, this is an excellent opportunity for those who want to have their own business.

What is the white label PBX?

The white label PBX is a business line designed for those entrepreneurs who want to offer IP telephony services. In this case, Neotel offers everything necessary to entrepreneurs who want to invest in this technology to sell it to other companies.

 

Neotel does not ask entrepreneurs to sell the service as under its name. It simply provides the software, servers and all the necessary technological support for the interested parties to sell the service as if it were their own. The entrepreneur can open his company and sell the call center software on his own account.

In this way, the entrepreneurs can offer the service in their locality, or country and make a name for themselves in the technology market. They will generate their own profits, giving Neotel a commission. In the meantime, they will have the technical assistance, the servers and the software, which is ultimately what they will sell. In short, it is about having your own company from a successful and finished product.

What is IP telephony?

Today, anyone can make calls anywhere in the world from an Internet connection. In the same way, companies can base all their internal and external communication on this type of connection. This is made possible by IP telephony.

Business telephones can now work over the Internet. Today, a secretary can receive a call over a broadband connection. This is very positive because it lowers costs.

IP telephony makes telephone billing cheaper and eliminates the need to rely on in-house servers. Today all communications are done over the Internet and all information is stored in the cloud. It is not only about the calls, but also about the systems to manage them and to serve customers.

Why is IP telephony so cost-effective?

In principle, IP telephony is profitable for companies because it is very economical. In the case of companies with customer service departments, the savings are up to 80%. In fact, this technology makes it possible to replace the old virtual PBXs and servers.

However, IP telephony is not only convenient for companies because of its low cost. In addition, this technology is compatible with state-of-the-art software that provides the entrepreneur with very effective and creative tools for customer service and marketing. In short, its implementation means having better functions at a lower price.

IP telephony makes it possible to set up entire customer service departments with very little investment. To use it, you just pay for the service to a company that offers this technology and everything works instantly. Those interested in the white label PBX, what they will do is to set up a company that offers this option to companies.

White label PBX: how to offer IP telephony

IP telephony has multiple business uses and knowing them is important to be able to offer it. The most innovative and powerful companies in the world base all their communication on this technology. In many cases, the telephone line is usually understood as a secondary emergency resource. Below, you will see which are the uses that companies can give to this technology:

Create a customer service center: Many companies use IP telephony to create their call center rooms inexpensively. The best thing is that no installations, maintenance costs or specialized personnel are required.
Internal communications: Although there is a lot of talk about IP telephony for customer service, it is useful to support internal communications. The best thing is that programs with the virtual PBX allow call transfers, muting and other functions used in offices.
Small entrepreneurs: One of the big problems of SMEs are the costs of communication. An excellent way to start customer service when there are not many resources is to hire IP telephony services and programs. The plans are usually adjusted to the budget and needs of each entrepreneur.
Telemarketing and marketing in general: Today’s virtual PBXs have a myriad of modules that facilitate advertising, expanding the reach of companies. The robot call, the telephone dialers and the massive sending of SMS are just some of these effective functionalities to sell.
Remote business work: Today’s call center software is designed to help companies operate remotely. In fact, all that is needed to use IP telephony is the Internet. A salesperson or telemarketer can serve customers without having to be in the office. Workers can be in another part of the world and do their business.

In fact, almost every company could use the IP virtual PBX service. It doesn’t matter what business they are in, whether they sell services or products. That is why the white label PBX represents an excellent opportunity for entrepreneurship.

The opportunity to undertake with a white label IP PBX

Undoubtedly, IP telephony is a business that looks very good in the present and in the future. Since the events that occurred during the COVID 19 pandemic, companies have placed greater value on technological advances in communications.

In addition, according to multiple consultations and surveys, companies are looking favorably on IP telephony. For example, there are currently high expectations regarding video calls and video conferencing. All these products are offered via the PBX in the cloud. This is precisely what entrepreneurs working with white label PBXs are selling.

In recent years, new call center software has been booming. It is expected that the use of this type of service will increase over the next decade. Many companies are replacing the old virtual PBX with this technological solution due to its cost and features.

Turnkey system

The white label PBX is a plan for entrepreneurs who want to sell their own virtual PBX. The system was designed by Neotel, but the entrepreneur will sell it under his own name. This will allow interested parties to become wholesalers of IP voice services. Neotel provides the training, servers and information for the business to operate.

Neotel ensures that the entrepreneur has full control over its virtual PBX platform. This is done through the turnkey system, which will allow you to offer IP telephony services with total independence. This implies having an own VoIP telephony business.

In fact, the entrepreneur can also allow other resellers or companies to do the same. There is no limitation to offer the product and generate own profits. Neotel only charges part of the initial investment to set up the new business.

What does Neotel provide for you to start your business?

Those who want to opt for the white label PBX program for entrepreneurs have full access to the product. Neotel provides the PBX in the cloud for the new business to sell. This software is complete, stable and has very advanced modules.

Neotel also provides the platform for the company to manage its sales. In addition, the entire service is supported on our servers. The new entrepreneur does not even have to invest in expensive installations. Basically, we provide all the infrastructure that supports the product.

In addition, Neotel offers full cooperation and training for the management of the service. Entrepreneurs who purchase the white label PBX will have technical support whenever they wish. Likewise, we perform all the necessary installations.

Neotel offers a correct operation

Neotel has all the necessary infrastructure to ensure a quality product. Our support is a guarantee of success for the company that wants to offer our products on its own. We guarantee connectivity, security, maintenance and technical assistance.

Our services operate uninterruptedly and our data centers have high technology equipment. We also have modern power supply and air conditioning systems, as well as an expert maintenance staff. We have two data centers: one in Madrid and one in Seville.

Interested companies should only sell the virtual IP PBX and the rest of the technological solutions available at Neotel. If you are interested in investing and setting up your own IP telephony business, contact us.

Professional voice-over services: Giving identity to your company

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Customer care and telemarketing services are more than just business communication. Nowadays, every communication element is oriented to be part of the corporate image. Each resource is part of the company, its mission and vision, permanently building the brand. This explains why many companies hire a professional voice-over service.

A company’s advertising transcends radio and television commercials. In the past, the largest companies had the luxury of hiring famous personalities from the small screen. Today, things have changed and in today’s communication dynamics, opportunities are amplified even for small businesses. Even the call center service can become an advertising resource.

What is a professional voice-over service?

The transmission of advertising and business messages is a matter that should not be taken lightly. Some of the most prestigious brands have used expert voice talents to promote their image in the market. There are accredited professionals with voice-over certification who are hired to interpret speeches for business purposes.

Neotel’s professional voice-over service responds to the demand that companies have for professional voice-over professionals. Nowadays, this type of work has become very important in marketing. It is known that the messages emitted by a business entity have a direct impact on the perception of customers and potential prospects.

Not just anyone can make an announcement and communicate business messages. A well-targeted voice-over can increase a company’s image, helping to anchor it for years or decades in the market. In the same way, poorly targeted voiceovers can generate a negative view of the company among consumers.

Voiceover: separating the little guys from the big guys

When advertising was broadcast only on radio and television, voiceovers defined the economic future of entire companies. Back then, the big companies were known for hiring the best voices on the small screen. Of course, behind this work were trained voice talents, experts in this type of advertising work.

Likewise, some companies managed to jump to the small screen with low-budget advertising. Unfortunately, those that did not invest enough in expert voice talent could be perceived as inexperienced companies. Few people as consumers want to hire services or products that may be of questionable quality.

Voiceover is a discipline that requires study, preparation and a certain degree of technique. Its objective is to communicate ideas in a coherent, understandable and attractive way. It should be noted that the professional voice-over service goes beyond the hiring of speakers and also has to do with the configuration of the messages.

The close relationship between the call center and voice-over services

The arrival of the call center implied the opening of significant spaces for communication between clients and their companies. With the development of telephone answering services, the importance of voice-over in marketing increased. Soon, new spaces were created that could be used to promote companies and turn them into brands.

Customer care services have been using voice-over to better position companies for decades. Since the development of the IVR, companies have gained an important space to build their image. Voiceovers are not only used to sell, but also to humanize the company and its activity. From this point on, both the interactive response system and voiceovers acquired a new meaning.

In today’s IVRs, voiceovers have a vital impact on customer perception. In fact, today it is much more important to work with the recorded voice of this interactive system. It is important to remember that customers make transactions through this system. Therefore, it is understood that many people will listen to the voiced messages.

IVR and speakers: projecting the company’s image

The IVR is nowadays one of the main resources of corporate image. However, this is thanks to professional voice-over services. Without thoughtful, quality human voiceovers, this interactive system would be a mere operator.

Recorded voiceovers give life to the IVR, which is the system that allows interaction and self-management. This is vital, especially in companies that offer services. Recorded voices give life to this mechanism and, in turn, humanize the company. Therefore, it is not a minor matter to choose both the message and the voice to be used.

The IVR with the voice-over welcomes the system, repeats the company’s slogans and values and interacts with the customer. In addition, it guides callers to the call center to the correct department. Their work has a human connotation and generates a proven effect on the attitude of customers when making calls to the company. Internalizing this gives you a better idea of the scope of voiceovers.

What should an IVR voice-over be like?

In principle, the IVR voice-over in a call center should sound human. Hence the need to replace the robotized voices of this system with recorded voiceovers of real people. Even knowing that it is a recording, these speeches generate an effect on customers in the middle of the call.

The message must be appropriate to have a positive effect. Indeed, getting the wording right is critical and should be carefully considered. This is even more important when it comes to the introduction of the IVR, which is basically every company’s calling card. The right thing to do is to make this part of the message make the customer feel good, enhancing the call experience.

A current best practice is to match the IVR voice message with the company’s values. This strengthens the message of what the company wants to represent to its customers and potential users. For example, there are messages and expressions that evoke transparency, trust or quick attention.

Professional voice-over service: What does it do?

The professional voice-over service involves the locution of a speech devised by the requesting company. However, those who offer to perform this work may offer complementary services. That is to say, there are different ways of doing this type of work.

For example, at Neotel we offer an additional service for the revision of the text. Obviously, the companies that offer these services also need the quality of the messages voiced by the requesting companies.

Before the voice-over is done, it is essential to choose the voice that will perform it. In this sense, it is also necessary to make an analysis where the values and functions of the company are related to the available voices. Once this is defined, the different takes can be performed.

Translation into several languages is important

Another reason why companies hire a professional voice-over service is the need to have IVR in several languages. This type of service offers to translate the operator’s voiced messages in several languages and with human voices.

Neotel translates voiceovers in up to 12 different languages, not including Spanish. Languages as complicated as German, Russian and Mandarin are adapted to the call center service. This is necessary for both national and transnational companies.

Call center software alone cannot offer menus in so many languages. Translation of the service allows companies to increase their range of action and market by offering management to different people, overcoming language barriers. This also means positioning yourself better than the competition.

What Neotel’s professional voice-over service offers

At Neotel we understand the importance of humanizing customer service from the moment the customer initiates the call. That is why our professional voice-over services work based on the communication strategy of our clients. For this purpose, the messages written by the companies are reviewed and submitted for approval, making suggestions.

Then we choose the speaker who can best represent the mission, vision and values of the requesting company. At Neotel we also have female speakers, who are able to achieve a warm and reassuring effect on clients. This is something that has been previously studied.

In addition to this, we offer the additional service of multiple takes. This allows the company to show different takes made by the speaker. This is how they can choose which take is the one they like to incorporate into the IVR. This is in addition to the review and translation of the voiced messages. Our team of speakers and editors guarantee an effective, institutional message, adapted to the reality of each company.

Call us and count on our service, as well as the online hiring of a virtual pbx. All the solutions for business communication are here.

Inbound call statistics: important for any business

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The virtual PBX call center allows the management of a company’s communications. Part of this management involves knowing how this communication occurs at the telephone level. To achieve this, it is vital to analyze the statistics of incoming calls. In essence, this module is one of the most important parts of this type of software.

Broadly speaking, telephone statistics graph how the whole communication process with the customer occurs. This data is similar to the nowadays famous social network metrics. As with these, knowing how the flow of calls and the management itself allows the company to better organize the service to users.

Inbound call statistics What are they?

In the past, call centers implemented programs to quantify incoming calls made by customers. These tools not only counted each incoming call, but also allowed recording everything that happened with them.

 

incoming call statistics

To tell the truth, an important part of the PBX concept is to unify call entry for call control. Today, the process is much more accurate and simplified thanks to the implementation of IP telephony. This advance has made it possible to have much more accurate and detailed statistics. With the virtual PBX everything is stored in the cloud, making the installation of heavy and complex programs unnecessary.

Incoming call statistics are data and graphs that allow to verify everything that happens in the call center. However, it is not necessary to have a customer service department to know if the management is done correctly. This is another advantage of the virtual PBX: it allows you to check the telephone communications of any type of business, even if the calls come in on a Smartphone.

What is the statistics module of the virtual PBX like?

The statistics module is presented as graphs with different values and data. These can be verified according to a timeline, but also by checking the development of the calls. That is, if they are answered, if they are put on hold, or if they become losses.

It is also possible to check how the call history of a specific agent occurs. In this way, you have an idea of how a telephone agent, or the manager of an online store, works. Therefore, telephone statistics are a tool to know if the work is being done effectively.

Some concepts are created around the statistics of incoming calls for the evaluation of customer service. Being able to know them is vital to better guide the service. The objective of the analysis is to ensure better availability to customers and, of course, greater opportunities to close deals.

Missed, answered and hung up calls

Missed calls are all those that entered the switchboard but for some reason were not answered. It may be that the agent was doing something else, or did not answer the phone. The statistics module allows you to see this data for each operator and at the global level of the department.

Answered calls are all those that could have been received by the telephone agents. These are synonymous with management and are also measurable by another factor: call time. In fact, there are other metrics related to effective conversations.

There are also the calls that do not even enter the virtual PBX, which we could call “hang-ups”. This is what happens when a person is about to talk to the operator and suddenly hangs up for some reason. These are of little value in the analysis, unless they indicate that the communication is faulty.

Average attendance time

Average attendance time is one of the most important metrics for any call center. It is the average duration of all calls handled by an operator. This data is central because it allows to evaluate the effectiveness and speed of each agent when it comes to providing customer service.

Experienced call centers know the handling times according to the customer’s problem. For example, a bank’s call center knows how long it takes for an agent to unblock a debit card.

The average support time adds up all the calls of an operator and generates an average. Coordinators can then compare this data with the acceptable handling times determined by the company. This is how to evaluate whether an operator is fast or very slow in attending. In companies, response time is related to operator productivity.

Availability and calls in queue

The inbound call statistics module allows to know in real time how many calls are in queue and the number of available agents. This is essential for a call center strategy. In fact, verifying this data allows to improve the management of the department.

A supervisor can see this in real time thanks precisely to the virtual call center PBX. But statistics could for example provide an average on these metrics. In any case, graphs will always give an idea of availability and queued calls, allowing patterns to be established.

In plain words, companies can know at what times customers call more or less. Of course, this allows to organize the work better in order to offer a higher availability. This is collective data about the department that is very useful for establishing strategies.

Evaluating individual and collective management

All the above metrics are part of the inbound call statistics. This module generates reports at the individual level and data on the collective management of a customer service department. From there, it is possible to know everything that actually happens with telephone interactions.

This module is nothing more than a complete inbound call log. The data is presented by the program with graphs, averages and resources that allow you to draw conclusions about what is happening. In fact, statistics go beyond numbers to become a didactic and explanatory element.

The data allow to accommodate the management of each agent and also at the group level. Verifying patterns by hours and days is very useful for creating strategies. Undoubtedly, there is a lot of information and conclusions that can be drawn by studying these numbers.

Usefulness of inbound call statistics

As stated above, virtual PBX call center statistics allow you to improve productivity. To this end, both the individual data of the call takers and the department as a whole can be analyzed. It is important to understand that this module also applies to telemarketing offices and outbound calls.

From this data, call duration and quality standards can be set. This is indispensable for new companies and call center departments. Those who know little about telephone management will be able to draw advanced conclusions from inbound call statistics.

At the same time, the statistics can be used to generate strategies to improve service capacity. For example, a greater number of operators could be available on the line during peak call times. It is also possible to determine the number of agents that each department should have. This is an important resource for new and experienced contact centers.

The PBX and its statistics module is not only for call centers.

Many entrepreneurs believe that the virtual PBX is a program exclusively for call centers. To tell the truth, this software is useful for any business if it is understood that any sale is a communicational process. A digital store, a store with delivery, in all of them interaction can and must be managed.

Thanks to the statistics of incoming calls, the owner of an online store can check if his manager is doing the job properly. It can be two people or even one and this module will yield very interesting data. Using a Smartphone or WhatsApp alone does not allow to know how communication happens.

It is not the same to assume which are the hours of greatest sales or calls, than to see it graphed. Having an individual virtual switchboard service is very cheap nowadays and allows the entrepreneur to know many things about his own business. In short, this call center software is also useful for all types of business initiatives, regardless of their type or size.

Neotel offers practical and comprehensive statistics

Neotel’s statistics module is didactic, practical and easy to understand. The idea of this system is to provide both the operators and the call center supervisor with relevant data to improve customer service. Everything is broken down and graphed in a user-friendly interface.

All calls are verified and logged while the status of the waiting queue is checked. The information can be viewed in real time and also in logs. The statistics module in conjunction with the monitoring tasks, allows to increase the quality of the telephone communication. The result will be happy customers, more sales options and a better corporate image.

Utilities and functions of monitoring in the enterprise

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The company has its own internal quality controls to improve customer service.  In the case of call center management, monitoring is the module that allows correcting operator failures. Properly used, this tool can make a company be better perceived by customers and, from there, generate higher profits.

The main function of call center software is to manage communication. In fact, this management goes beyond the operator’s functions or connecting the different devices in the contact center. The best way to ensure that agents provide empathetic, personalized attention in line with the company’s values is to monitor their management.

What is monitoring?

 

monitoring

Call monitoring involves listening to the content of the conversations that telemarketers have with customers. Usually, this type of work is done by the room coordinator or supervisor. However, thanks to the advance of today’s telephone pbx, this management can be done even by the owner of a small store, from his or her smartphone.

In the past, there was specialized software that allowed verification of calls recorded on servers. Since the incorporation of cloud storage, saving records and reviewing them has become much simpler. It should be noted that the call recorder is essential for monitoring.

The monitoring module consists of the virtual call recorder and the Spy and Whisper system. In Neotel’s case, there is also a third element called third party verification, which is a useful complement for the telemarketing department.

Virtual call recorder

The virtual call recorder allows to keep a detailed, organized and verifiable record of incoming calls to the call center. Monitoring is done by listening to the recorded conversations. This allows to verify that the operators comply with the dialogues, canons and rules established to address customers. Their performance in handling each case, if it is a call center, is also evaluated.

Most of the companies that offer virtual PBX allow a minimum range of time to store calls. For example, Neotel keeps the recording of calls for two months from the basic service. However, each company sets different limits on the storage service.

Those who want to have all of their recordings can sign up for the premium virtual call recorder service. In any case, monitoring is partially dependent on call recording. This is a proprietary operation of the PBX that stores the data in the cloud.

The Spy and Whisper system

Monitoring is not exclusively done by going back to the operators’ calls. The virtual PBX also allows supervisors to listen to their telephone agents’ calls in real time. Basically, the software allows them to listen to the call and even intervene in it.

Just as the management tools make it possible to mute the call or transfer it, at the supervisory level they also make it possible to contact the agent. It is precisely this modality that is called Spy and Whisper. This type of monitoring allows the teleoperator to be guided in the event of a complicated call, or when he/she is in the training phase.

Both the monitoring of recordings and the Spy and Whisper system allow different types of supervision. In fact, depending on how the monitoring sessions are planned, different results can be achieved. The goal is always to improve the quality of service and to train operators.

What is monitoring for?

The monitoring module allows, broadly speaking, to perform an internal control of the service. However, this involves different activities and the achievement of several internal objectives. First of all, monitoring should be used to understand how telephone operators do their job.

Monitoring is a training tool for operators. By reviewing the management of each agent, you can show them their successes and failures. This can be achieved by reviewing one or two calls per session, which is quite simple and quick to do.

Conducting monitoring sessions also allows you to identify operators who are performing very inefficiently. For sure, using this mode in a methodical way allows to evaluate the attention of the staff. At the same time, it is a sign of the management offered by the company to its customers. In fact, from this module it is possible to organize a whole line of internal work to improve the service offered.

The role of monitoring for new companies

Monitoring can be a central element for companies that are just opening their customer service departments. In fact, this module can help define the rules, operations manuals and dialogues that the entrepreneur wants for his company.

In the past, numerous call centers have created ways to solve their users’ problems through this implementation. The answers, mechanisms, procedures and service rules often come from monitoring-based analysis. In fact, this module makes it possible to solve special situations that occur in call centers.

It doesn’t matter if a new company has no experience with customer care. If its analysts use the monitoring module and analyze what happens there, they will be able to generate more convenient elements for communication. Over time, procedures will be simplified to ensure better service.

Three elements that work from monitoring

Evaluation instruments: In order to correctly evaluate the agents through monitoring, it is necessary to build evaluation instruments. In this way, the company sets the criteria for measuring the work of its teleoperators. In this way, a scoring scheme is created to provide a certain objectivity to the reviews.

Scale of promotions: Within a call center, monitoring is the best way to know the capabilities of each operator. Depending on what the evaluations show, operators can be recommended for other areas or even justify promotions. In this way, the company ensures that it continues to hire quality personnel according to their skills.

Complementary training courses: The weaknesses detected in a group of operators could indicate the need to reinforce training. This is why companies take the time to carry out educational activities to improve the skills of telephone agents.

Planning incentives through monitoring

Monitoring also makes it possible to check which employees should receive incentives and to what extent. In the course of business, rewards for exceptional performance are essential. Their administration can motivate operators not to slacken in the quality of their service. Indeed, this has become a common resource for the best companies.

One of the problems in awarding these incentives is the criteria for establishing them. In general, companies establish different payments based on the quality of management. In contact centers, monitoring results are often one of the criteria for special bonuses.

For this, it is essential to have a management evaluation tool. In this way, incentives are established based on the merits of the agent. Undoubtedly, monitoring is involved in multiple internal processes of companies. It does not matter whether the company is in the service or sales area: the objective is to improve the quality of service.

Basically, monitoring is a module that makes it possible to organize the work environment more than just communication. Its results are the basis for standardizing processes, evaluating workers, establishing incentives or promotions or even dismissals.

Neotel monitoring: quality controllership

Neotel’s management module offers monitoring with recorded calls and spy and whisper. Between the two, it is possible to review calls by recording and also in real time. Both modalities are necessary to evaluate the management of teleoperators. The basic virtual recorder service allows an exhaustive follow-up of the service provided.

Neotel also offers the third party verification service that allows to corroborate the sales closed via telephone. This add-on is ideal for outbound call departments. If the sale requires the explicit consent of the customer, it is important to have this add-on. In this way, companies also have a support of their activity in case of any inconvenience.

The Neotel recorder has a wide recording capacity and it is always feasible to opt for the premium service. This offers a capacity to record the equivalent of two years of conversations. The interface allows you to download calls, forward or rewind them easily. This is part of what our innovative cloud-based call center software offers. Contact us for more information, we have the best modules at the best prices in the market.

Virtual PBX lowers costs for companies

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Nowadays there is a lot of talk about the virtual PBX and there is a wide market for this service. This is because this technology has meant a breakthrough from many points of view. To tell the truth, this implementation is more efficient, innovative and cheaper than the physical PBXs of traditional call centers.

Many companies have not yet adapted their communications to the virtual PBX due to lack of knowledge. To be sure, the advantages of this technological solution are multiple and far outweigh systems based on telephone lines, servers and physical installations. If you were wondering what a virtual PBX is, you will be able to understand it below.

What is a virtual PBX and how does it work?

The virtual PBX is basically a telephone communication system that works over the Internet. In other words, all the telephone devices, the interconnections between them and even the data storage depend on IP communications. This arrangement makes the operation of calls much cheaper and at the same time allows you to take advantage of very interesting functionalities.

 

characteristics of the virtual pbx

The old physical PBXs relied on expensive hardware, telephone lines and call center software. This last element, in addition to multiple wiring, allowed all the numbers and equipment to be connected for administration. In contrast, the virtual PBX incorporates everything in one easy-to-use software, with the simple use of an Internet connection.

Today there are many companies that have not upgraded and continue to use a physical PBX. As a result, communications tend to be very costly, in addition to being very limited by the technological outdatedness of these systems. In fact, the virtual PBX allows the use of more advanced modules, at a more than reasonable cost.

What does it mean to keep the old physical PBX?

 

Physical PBXs generate a lot of operating and maintenance costs. In the beginning, they marked a stage where companies had to invest a lot of money to support their internal and external communications. To do so, they bought PBXs, physical servers and set up data centers.

At the same time, this generated in many companies the need to carry out reforms to inhabit physical spaces. A necessary aspect of data centers is that they require a power source and equipment to create favorable climatic conditions to maintain servers and other facilities.

Finally, the occurrence of software, equipment and electrical failures motivated companies to hire a maintenance staff. Generally, this is made up of system engineers and other such professionals. Not to mention the cost of hiring traditional telephony services.

Until a few years ago, this was the costly and complicated structure of the traditional call center. To tell the truth, many companies have not left this costly dynamic that also prevents them from enjoying the technological tools of the present. In the face of this, the virtual PBX was an incomparable improvement.

What is involved in migrating to a virtual PBX?

The quality and possibilities of today’s systems mark a before and after compared to the limited physical PBXs. To begin with, the virtual PBX does not involve the purchase of expensive equipment such as servers, data centers and other facilities. Instead, it is simply contracted as a service and can be operated on any device with an Internet connection.

Maintenance costs are eliminated as it is a service contracted to an expert company. In fact, the call center software provider takes care of everything while the contracting companies simply pay a monthly fee. This makes it possible to say goodbye to the costly staff of system engineers, or at least to reduce this department.

The system is hosted in the cloud and in fact all data is stored there. This is also taken care of by the contracted company, and the customer can access this data whenever he wants. The large plans charged by traditional telephone companies are also left behind. In fact, IP communication is usually much cheaper and only requires a broadband Internet connection.

It is estimated that migrating to a virtual PBX generates savings of up to 80% in communications investment. This is the main motivation for companies that are adapting to this communication system. However, this is just the beginning of a long list of advantages.

Virtual PBX: a technology for business growth

With the virtual PBX, everything is practically condensed in the call center software. However, this system goes beyond transferring calls, leaving them in silence, or allowing a control of the work done by the operators. In fact, with the advent of this technology, other tasks that companies could only perform with difficulty by purchasing other programs have been simplified.

The characteristics of the virtual PBX vary according to the program. The truth is that the applications of companies such as Neotel allow entrepreneurs to have a series of very useful modules and functionalities. These go beyond improving customer service and allow ambitious and effective telemarketing campaigns.

The virtual PBX comes with a wide variety of modules that facilitate communication through multiple channels. In other words, in addition to being compatible with other tools, it integrates them. These functional applications include telephone dialers, IVR, telephone surveys, CRM, among others.

Virtual PBX: beyond telephone communication

The primary objective of the virtual PBX is to manage telephone calls, as with any other call center software. But in reality, this technology easily transcends the sphere of telephone communication. This is precisely because it works with proprietary Internet systems such as WebRTC Line.

For example, Neotel’s PBX has a module for sending mass text messages. This allows the company to communicate to users about new products and new rates. The scope of this module goes beyond the use of telephone conversation as a means of contacting customers. But there is also the possibility of video calls or video conferencing.

In Neotel’s case, there is the virtual fax module that allows sending and receiving faxes. To be sure, virtual PBXs are designed to interconnect different technologies, devices and communication channels. This is something that traditional call center software alone cannot do.

What is the best virtual PBX?

There are many proposals on the market, but not all of them meet the highest performance standards. To be sure, almost all of them can guarantee the operator the basic functions of telephone management: transfer, pause, mute, record and monitor calls.

However, it is important for the entrepreneur to analyze the capabilities and possibilities of each PBX. There are several aspects that should be considered when paying for this type of service. Firstly, the best programs are easy to understand and use.  A virtual PBX can have complex functions, but it must have a user-friendly interface.

Another important aspect has to do with the ability to integrate with other programs. Although the latest PBXs tend to have almost everything, the right thing is for them to be able to integrate third-party software. For example, Neotel’s program allows opening third-party programs within the same application. This ensures that companies can continue with their usual dynamics when acquiring the virtual PBX.

It is also essential to verify the complementary modules of each proposal and their functionality. For example, it should be verified if the telephone dialers work with artificial intelligence, or if the tool for sending bulk SMS is easy to use. The best companies show information on each implement in an itemized manner.

Of course, it is usually very important to check the prices of the service contract. You should see the price per minute and data, the cost of renting the PBX, channels or extensions and additional modules. This is one of the parts that require the most analysis by customers. In reality, there are several proposals and choosing the right one allows you to get the most out of this technology.

Neotel has one of the most complete virtual PBXs

The world of virtual PBX is extensive and Neotel is an innovator in this area. This is one of the most experienced companies in the market, with twenty years in the business. Our software has been improved over time and is one of the most innovative, complete and functional that exist.

Neotel’s call center software has a very easy to use interface. The customer pays for the service and is assigned a password and a user as if it were a social network. Everything is in the cloud, so the entrepreneur does not need to buy expensive equipment. All system maintenance is handled by our experts, who are available at any time. Undoubtedly, the technological solution par excellence for all types of entrepreneurship.

CRM: Control customer data and increase sales

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Banks, telephone companies and other service companies usually handle basic customer data. In fact, this is part of the nature of that type of business, but the truth is that having customer information is always positive and useful. In fact, both the company and the customers benefit from a CRM.

Having databases is legal as long as the information is handled in accordance with the law. In fact, this is important in almost every type of enterprise. Of course, today’s information management software has evolved by leaps and bounds. Having a CRM even makes it possible to carry out marketing campaigns with a fairly wide scope.

What is a CRM?

CRM is a business management system aimed at collecting data from a company’s customers. To be more precise, this software is a manager for the relationship and attention offered to customers. It is known as CRM for its acronym in English which stands for Customer Relationship Management.

 

crm

The meaning of CRM in Spanish is something like “Gestor para el manejo de relaciones”. This is a digital tool but its design is also part of a management model for customer service. This makes it go beyond the rudimentary databases used by some service companies in the past.

The CRM integrates various functions that facilitate communication with users, beyond attending to their problems. In fact, this application includes functionalities that facilitate data updating, marketing and communication of business messages. As can be seen, the information base is one of the parts of this integrated system and not its entirety.

A traditional database may be configured only for information verification, or customer service. On the contrary, CRM is designed to simplify the commercial relationship with regular customers and potential users. Used well, this tool allows you to expand business opportunities and close new sales.

How does CRM work?

CRM is more than a software, it is a customer-oriented business management philosophy. It is not only oriented to attend to complaints or failures and, to tell the truth, it is usually designed to increase sales. Its appearance comes to unify and refresh obsolete processes or systems of attention that were not integrated in order to consolidate the growth of the company.

CRM is created under the vision that all the information must be condensed in a macro system, efficient and easy to access. It is a way for every part of a call center and the company to work in unison. In addition, this software has functionalities and channels of action to connect various departments.

For example, it may happen that a customer calls upset because his cable TV signal is faulty. An operator immediately answers the call, verifies the data of the incoming call and understands that the user has outdated numbers in the database. Immediately, the CRM allows you to update the phone number and even get the person’s email address.

But the CRM goes beyond this. In fact, the inbound operator can pass data to the telemarketing department. In other words, this application makes it easier for all departments to communicate and complement each other for the benefit of customer service and the company’s commercial growth.  The goal is to connect all parts of the business machine to generate better information and greater resources.

Some CRM functions

CRM is a complex system that links the parts of a company and its functions are interconnected. Obviously, updating customer information is probably its most basic and obvious facet. But the full potential of this implementation can be analyzed with other, much more complex functions.

For example, today’s CRMs make it possible not only to obtain and manage customer data, but also data on people who may be potential customers. These are known in marketing as leads and constitute business opportunities. Precisely, the manager system is designed to detect this type of person and pass them directly to the sales department.

This tool also makes it possible to check the status of customer debts. This is of vital importance for service providers and allows them to improve the work of the collection department. As with leads, the information is passed on to improve the company’s ability to collect from customers in arrears.

In addition to this, the most current CRMs implement automated intelligence. In this way, the most repetitive tasks are performed more quickly and easily. In turn, these programs have functions and sections that generate recommendations to telemarketers. In the case of Neotel’s tool, this happens instantly and in the middle of the management.

How to improve sales with a CRM?

CRM is a program aimed at generating opportunities and facilities to increase sales. Although there are many types of this type of programs, all of them in their structure promote the commercial activity of the enterprise.  The most important thing is the interconnection that it allows between departments for the exchange of information.

The knowledge of the leads allows the telemarketing department to capture new customers. Today, worldwide statistics suggest that a person buys products or services after the fifth call received. Being able to identify interested buyers and forward their data to close the deal, means achieving sales with fewer contacts.

In other words, CRM increases the amount of closed business by reducing the work required to obtain it. Added to this, its use implies an increase in cross-selling. These are the ones that occur when an operator gets customers to buy complementary or higher-priced products or services, increasing profits for the company.

Of course, each manager has different characteristics and it is therefore necessary to carry out a study of the available options. Choosing the system that adapts to the particular needs of the company is a priority for any entrepreneur. Just as companies operate or are structured differently, not all managers are equally suited to each company or business activity.

Getting to know Neotel’s CRM

Neotel’s CRM has some of the most comprehensive and innovative features on the market. A basic feature of these systems is the document manager. This allows the operator to access the information stored for each client.

Likewise, the program has the ability to note changes or send documentation by various means to other departments. In fact, the CRM allows sending both e-mails and text messages from the user’s window. Basically, this type of program facilitates the exchange of information to avoid delays.

Another feature that Neotel’s CRM has is the ability to schedule WorkFlow. Basically, this involves creating events with guidelines and information that allow all company departments to be connected. This involves, for example, creating alarms for the telemarketing department to call three customers who have contacted the company.

In essence, this customer relationship manager goes far beyond traditional databases. CRM is designed to link the work of the different sectors of a company. In fact, this application is ideal for companies with medium-sized or large workforces. This is just a taste of Neotel’s CRM functionalities.

What is Neotel CRM like?

After understanding what a CRM is and what it works for, it is essential to analyze the characteristics of each market proposal. Neotel’s application is functional, easy to use and has a user-friendly interface. From a simple to understand structure it is possible to perform multiple tasks that will improve the productivity of the company.

Neotel CRM comes with an integrated virtual pbx. This means that the companies contracting the service have the call center software fully compatible with this manager. In this way, operators will not have to open several different softwares to perform their management. In addition to this, the application is customizable and includes very useful functions for marketing.

The entire system is hosted in the cloud and works with an Internet connection. The costs of the service are competitive and can be adapted to the needs and budget of the contractor. Entrepreneurs can access a certain number of modules, channels and services depending on what they need for their company.

CRM is a necessary tool for growing companies. It goes beyond the database and aims to increase productivity and revenue by improving internal processes. For sure, it is a necessary investment that will pay good dividends in the medium term.

Predictive dialer: the solution for selling or charging over the phone

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Outbound call departments have a particular problem: management control. Since these calls are made by operators, it is very difficult to control productivity to establish quality parameters. However, the predictive dialer is ideal not only to check that the department is doing its job, but also to increase average productivity.

In general, outbound call centers set goals to be met and thus measure their productivity. Based on this projection, it is usually established what is expected from each operator that is part of the staff. However, sometimes these goals are set without prior knowledge or a basis on which to base them. This is how some departments manage sales expectations that are either very exaggerated or very low.

The problem of telemarketing and collections departments

 

predictive dialer

Many companies do not achieve the expected sales or collections level. What happens is that the commercial expectations of companies and the scope of their telephone management are not always in sync. This tends to happen a lot, especially in new companies.

This usually happens due to a lack of statistics and criteria for the performance of telemarketing or collection tasks. Not knowing how the department should operate and not having clear and possible goals, it becomes very difficult to organize the work to meet the objectives. Faced with this, some companies choose to hire outsourced companies, although the cost of this solution is usually greater than the benefit obtained.

In fact, any company can plan an optimal management of its outbound call departments. To do this, it is essential to understand how the call flow operates and to systematize the work of teleoperators. This is precisely what the predictive dialer does with ease.

What is a predictive dialer?

Telephone dialers have been around for a long time, but in the past they simply launched multiple calls in a disorderly fashion. The application of artificial intelligence to this type of device allowed for a more intuitive, efficient and targeted system. The predictive dialer is a call launcher that analyzes management and establishes an appropriate dialing rhythm.

As its name suggests, the predictive dialer predicts the times when operators will be free. By evaluating some data provided through the call center software, this module maintains a balanced dialing flow and call time. In this way, the department can realistically increase its productivity without overloading itself.

The predictive dialer easily uses statistical data that call center coordinators simply cannot handle in real time. In fact, its operation is based on the calculation and analysis of multiple factors that a normal person could not be constantly calculating. Likewise, their job is to replace human operators when it comes to dialing numbers. In this way, productivity and the number of attempts to establish contact with customers do not depend on the operator, but on the application.

How does the predictive dialer work?

The call center predictive dialer performs its work based on telemarketing campaigns. Basically, it uses a database with the customers to be called for the campaign. It will dial the telephone numbers on the list simultaneously and according to its time calculations.

This automated system keeps track of calls and available operators. In the meantime, it develops a knowledge of the flow of effective contacts achieved, call times, free operators, etc. While the campaign is being carried out, the system collects data on the dynamics that are being established in the work. This is how its statistical criteria are constantly modified, with the intention of improving productivity, but in an intelligent way.

In plain words, the system launches several calls, but always according to the work flow that the call center department can assume. The latter represents its predictive work, which it completes through algorithms. The advantage of this automated system over human management is that it handles statistical data in real time and performs calculations quickly.

The predictive dialer establishes appropriate and productive dialing rhythms. It is very functional and takes the responsibility away from the department coordinator to be pushing his employees all the time. Everything happens in an impersonal way.

Predictive dialer: complementary to other virtual PBX modules

The work of the predictive dialer is complemented by the statistical module of the call center software and the monitoring module. It is from these digital implements that human coordination can complement the work of the call dispatcher.

In fact, the productivity of the predictive dialer can be reflected mainly in the statistics module of the call center software. In fact, the difference is often very marked if we compare the management before implementing this module and after its programming. This automated system organizes the work to ensure efficiency both in terms of service and results.

The task of the call center coordinators is to finish organizing the workflow according to the statistics. In this module, it will be possible to observe, for example, which are the most favorable hours for making successful contacts. In addition, it will be possible to evaluate the performance of each operator in particular. For the latter, it is also useful to monitor the call.

Both the predictive dialer and the statistics and monitoring module are tools for generating strategies. Precisely, telemarketing, beyond the product or what you want to achieve, is about being strategic.

What improvements are achieved with the predictive dialer?

First of all, the predictive dialer organizes the work to make it more productive. It is not the same for an operator to dial calls one by one, as it is for the dialer to dial three numbers simultaneously. While the work of telemarketers may slow down at some point due to fatigue or some other situation, this module does it intelligently, but without stopping.

Beyond this, the implementation of a predictive dialer in call centers has other benefits. The departments that use it tend to have better compliance in their objectives: sales, collections, surveys generated, etc. This happens because by launching more calls, operators not only work more efficiently, but also have more chances of success.

In addition, the module also organizes the numbers according to their ability to make contact with the customer. As a result, this dialer is known to reduce the number of calls that will not be answered.  Unlike other similar systems, it will prevent calls on hold that cannot be answered by operators when they are busy. The latter translates into an increase in the quality of the system and an improvement in the customers’ perception of the company.

Some strategic applications of the predictive dialer

The predictive dialer provides a perspective of what the outbound call service should be. From its execution, it will provide statistics that will enable strategies to be developed, objectives to be set and operators to be educated in order to make their operations more efficient.

On the other hand, this system allows outbound call departments to carry out several campaigns simultaneously. From its use, it is possible for a call center to perform inbound calls and telemarketing campaigns at the same time in an orderly manner. This can be an ideal solution for call centers with low workflow and start-ups.

Phone dialers like this practically work on their own. However, to maximize efficiency, you can always think of strategies to meet or exceed your goals more easily. Innovative call center software like Neotel’s can take telemarketing to another level, no matter what type of business it is.

Neotel’s predictive dialer

Each predictive dialer works differently and this is important to measure its effectiveness. That is why it is important to contract the call center software service with an innovative and experienced company. Neotel offers systems successfully implemented in multiple companies, with a simple interface and modules with top quality artificial intelligence.

The predictive dialer is one of the modules that complement the virtual switchboard service hosted in the cloud. Added to this, Neotel offers other similar tools such as the progressive dialer and the robot call. The entire system is integrated into a single application that works with an Internet connection.

This add-on is useful for telemarketing, bank management, collection departments and any work performed by outbound calling departments. The entire software works effectively for any type of business, call center or entrepreneurial initiative. No matter the size of the staff, there is a customized plan for every entrepreneur.

The price of this module for each agent is only 12 € within the monthly fee for the call center software contract. The service does not require installations, equipment and everything is easily managed. Undoubtedly, an excellent way to manage business communication.

Progressive dialer: function for outgoing calls

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Motivating productivity in an outbound department can be tricky. Beyond the established goals, it’s all in the hands of the operators. That’s why this type of management is often a challenge for any company, regardless of its industry. However, it is possible to maintain efficiency in these environments by implementing a progressive dialer.

The dynamics of inbound call centers depend on the flow of communications generated by customers. In this case, it is much easier to monitor that operators do their job with efficiency and good response times. In contrast, coordinating the management of an inbound department can be complicated. Precisely where human beings simply cannot, the progressive dialer operates.

Progressive dialer is a call launcher

The progressive dialer is an automated application for the call center. Basically, it consists of a call launcher that is very useful especially for outbound call departments. In addition to this, its system provides for operators to be free when launched calls are answered by customers.

 

progressive dialer

The progressive dialer uses the data stored by the call center software about the department’s activity. This allows it to adapt to the usual workload and improve it when launching calls. With the passage of time and the information collected, it will improve management through algorithms. In simpler words, this intelligent tool is in charge of dialing by itself to the list of customers to contact, without relying on humans.

The objective of this tool is not to leave the productivity of the department in the hands of the operator. In this way, times are speeded up, as well as the opportunities to achieve effective contacts. The implementation of this module usually results in an increase in the achievement of the objectives set for outbound calls.

Useful for any type of management

The progressive dialer is not exclusively for closing sales. In fact, this artificial intelligence tool is applicable to any task related to inbound calls. In fact, it is ideal for call centers with a low volume of service and start-up businesses.

For example, this module works very well in a credit card location department. Likewise, it will be of great use in collection departments, telephone sales, surveys, among others. Any outbound call management can be complemented with this application that is part of the virtual pbx.

Neotel offers an innovative progressive dialing system and other highly effective artificial intelligence applications. In addition to this call launcher, there is the predictive dialer and the call robot. All these automated modules facilitate telephone management. They can be used to improve both customer service and telemarketing.

Innovative call center software

Neotel has a call center software hosted in the cloud suitable and cost-effective for any business. The cost of the service is adapted to the needs and services requested by the customer. This system is much more than a telephone communications manager and has very advanced features to improve the marketing of products and services. By contracting it, entrepreneurs and companies can count on the progressive dialer and other similar tools.

Private Label PBX

Private Label PBX: selling what companies need

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Call center software sales are rising to levels never seen before. The incorporation of cloud hosting technology is making these management programs more profitable. This makes it very profitable for entrepreneurs to access programs such as private label PBX.

It is believed that in the next nine years the virtual PBX hosted in the cloud will have a revolutionary development. The new features make it possible to address business communication and marketing in a very comprehensive way. In fact, some consulting firms believe that the size of the breakthrough will be similar to what happened with social networking.

Call center software in the cloud changed everything

The last decade was characterized by the implementation of social media into marketing strategies. However, by now, almost all possible exploration in this field has been done. On the other hand, means of communication such as calling have not lost their relevance despite the existence of new options.

 

private label pbx

All these factors have made companies set their eyes on call center software again. The rise of video calling between 2019 and 2021 also offered an upgrade to telephone contact. Added to this is also the possibility for people today to make calls via an Internet connection.

Telephone contact has been revived, especially at the business level, and the call center is being revitalized as a result. Therefore, it is believed that one of the businesses of the future will be the offering of call center software hosted in the cloud. Companies such as Neotel offer programs such as white label PBX for those who want to sell this type of service.

What is white label PBX?

Neotel offers companies and entrepreneurs its call center software and related modules. However, it also presents a program for new companies to sell this type of service in their countries or locations. In doing so, the entrepreneur offers the virtual PBX under his company name. This is a way to generate own profits from third party systems.

Neotel provides servers, software and the necessary advice to start the business. From here, the entrepreneur becomes a wholesaler and operator of IP telephony. It is like opening a franchise only with your own company name. This is basically creating a brand in the communications industry.

The opportunities to grow in the market are many due to the validity of this type of services. The projections point to the call center software in the cloud as a product with a great future. From here, the entrepreneur can offer his product to different companies.

The advantages that Neotel offers to entrepreneurs are advice, an advanced system to operate and quality communications. Everything is very secure, practical and low cost to obtain profits and to be able to sell the product better. The white label PBX is a way to build your own business.

Integrate virtual PBX with third-party software

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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

 

integrate a virtual pbx in third party softwares

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.