Entrepreneurs who offer a call center service get much closer to their customers. This in turn generates greater opportunities to close sales and generate revenue. However, when using call center systems, what is most desired is that they are fast, efficient and functional. This can be achieved in part by integrating a virtual PBX with third-party software.
A person who sells products or services will probably not understand about software, softphones and the like. However, there are some technical aspects to pay attention to if you want an effective call center. Therefore, today you will learn how important is the integration of the virtual PBX with the rest of the tools that a company manages. This is essential for new companies that offer services.
What is important when it comes to having a call center
Businesses may not require large customer service systems, especially in the beginning. But those companies that are in charge of offering a service must set up at least a small call center department. In these cases it is crucial to understand what the virtual PBX is and what technical aspects operate in it.
Nowadays, the call center switchboard is just another service provided by a telephone company to companies and entrepreneurs. Basically, this means that entrepreneurs who invest in this type of program do not even need engineers to operate it. However, the choice of the program to hire will be vital to provide good customer service.
In this sense, it is important to hire a virtual switchboard that is fast, proven to work and with a simple interface. Of course, a system that adapts to the type of service of the contracting company is also desirable. But in addition to all this, it is very important to have the possibility of integrating the virtual PBX with third-party software.
What does a virtual PBX do?
Before going into technical aspects, it is important to know what a virtual PBX does. This is a program that allows to manage the commercial telephone communication of a company. And that management is based on the following basic functions:
Connecting all the telephone devices: The basic of a switchboard is to be able to connect each of the operators that will serve the clientele of a company. This allows customers to communicate through a single telephone number, but also to control what the telephone agents do.
Improve call handling: The virtual PBX allows you to transfer, mute or put calls on hold. These are functions that make call handling easier because they make it more professional.
Migrate to IP telephony: One of the great advantages of the new virtual PBX is that it allows you to migrate all communication to IP telephony. This means that all calls received or made from the company will be supported by a broadband connection and not by the traditional telephone line.
Cheaper communication: By migrating the communication to IP telephony it becomes cheaper. This is one of the reasons why many entrepreneurs and companies hire a virtual PBX service.
Today’s virtual PBXs have evolved a lot. In fact, these programs now incorporate very advanced modules that go beyond telephone communication. But for the moment, knowing these basic functions is what is important to understand the importance of integrating virtual PBX with third-party software.
What happens in outdated call centers?
One of the problems with call centers at the beginning of the new millennium is that they were very slow. This was due to many factors that were basically related to the high cost of having this type of department in the past. Of course, slow programs in turn lead to lower productivity and complicated work dynamics in customer service centers.
Unfortunately, what should be a problem of the past is still evident in newer call centers. This is because many companies are building their call centers based on outdated software and systems. Precisely one of the problems that this type of department presents is the non-integration of the virtual PBX with the rest of the software managed by the teleoperators.
Many virtual PBX softwares do not have the capacity to integrate with the rest of the applications managed by the telephone agents. The truth is that an operator manages a minimum of five programs to perform his management. In reality, this number can increase considerably, depending on the call center and the systems it incorporates.
What is to be gained by integrating virtual PBX with third-party software?
Basically, the benefit of integrating virtual PBX with third-party software is to gain in speed and simplification. The advantages of having the virtual PBX and management applications in a single digital environment are as follows:
Better operation of the applications: By integrating all the opening of programs do not collide with each other. Computers that implement this type of integration tend to work better during management.
Ease of learning: One of the problems of call center work has to do with the learning of new operators. By having many different programs, they may feel confused. On the other hand, seeing all the applications in a single environment facilitates training.
Organized work: The possibility of having all the programs in the same environment allows the operator to work with greater organization. This is also key to improving response times. Believe it or not, the visual display of the applications on the screen has an impact on the management of telephone agents.
Increased productivity: Having a system that is more organized, easier to learn and faster generates, as a logical result, an improvement in productivity. Service is provided in less time and calls are handled more efficiently.
It seems insignificant, but integrating virtual PBX with third-party software improves call center work. Those who have worked in a call center understand how crucial this can be. In reality, this is a technological solution that came to the market because it addressed a real need in customer service centers.
For which companies is automation necessary?
As mentioned above, the companies that benefit most from integrating virtual PBX with third-party software are those that offer services. This will of course depend on the applications that their operators must use at the time of telephone management.
Companies that use more than three or four applications should use a virtual PBX with third-party software integration capabilities. Similarly, companies that use programs that have very different interfaces and functions could benefit from this. The learning and mastery of the software by your telephone agents occurs more quickly.
The type of activity carried out by the company contracting the virtual PBX must also be considered. In this sense, banks, insurance companies, cable TV companies and basic services are the ones that can benefit the most from integration. This is because they work with several applications and can perform different types of customer management. Beyond this, being able to integrate virtual PBX with third-party software is favorable for any company that works with customer service.
Virtual PBX with integration is innovative
Hiring a virtual PBX that can integrate third-party software is always good news. This only means that the program is innovative and up-to-date, which is positive. Precisely, the problem of many call centers is that they have very archaic and limited systems. This does not allow them to improve their productivity.
An innovative virtual PBX is characterized by a user-friendly interface. In addition, its operation is usually very fast no matter how many employees are connected. In addition, they have the advantage that their data is stored in virtual spaces, supported by the Internet. In addition to this, the most updated applications have complementary modules that help a lot in both customer service and marketing.
Neotel offers a modern, fast and functional virtual PBX that allows integration with third party software. The cost is one of the most competitive in the market and its performance is endorsed by many companies that use the platform.
In addition, Neotel’s call center software has modules that allow companies to grow. Among them are the predictive dialer, robot call, the platform for sending bulk SMS, the click to call me back button for web pages, virtual fax, among others. As you can see, our tools go beyond the scope of telephone business communication. Undoubtedly, this is an investment that can be made with a lot of flexibility, but useful to attract more customers and serve them in the best possible way.