Why is it important to integrate virtual PBX with third-party software?

Call center software has evolved a lot even though many contact rooms remain technologically static.  Today’s customer service department is much faster, simplified and the operator has tools that streamline the work.  For example, integrating virtual PBX with third-party software is one of those advances that cannot be ignored. The advantages of integration are noticeable in performance.


One of the problems that many call center departments have is that they need several tools to function. The operator must learn to use different programs that will be indispensable in their management.  The result of this is slower learning and management and this always tends to affect the overall performance of the room.

Integrating virtual PBX with third-party software: What is it?

In the past, an operator had to open up to five different applications on his computer. For example, a bank customer service agent will need to open his softphone, the banking system, one or more claims software and so the list grows. This seems normal and in the long run employees get used to it, but things are much simpler nowadays.

Imagine if this employee could open all his applications in a single integrated program.  This is precisely what integrating a virtual PBX with third-party software is all about. Basically, it is to have a virtual PBX in which you can integrate all the digital tools needed to work in the call center or office. All the answers and solutions would be available in a single program that brings them together.

With the integration, the operator only learns to use a macro program perfectly coupled, easy to use and part of the same logic. Of course, specialized software and virtual PBXs adapted for this type of unification are often available for this purpose. The simplification involved in this system seems minimal, but it improves work productivity.

Some advantages of integrating virtual PBX with third-party software

The first is that this allows having more useful tools within a single one. Thus, an operator can have more modules and tools designed for customer service or telephone marketing. For example, in addition to their softphone, they can integrate a videoconferencing application, which is currently very popular in the business world.

Secondly, the training of new operators is simplified. One of the challenges that exist in every call center is for its most novice workers to master each tool they use in their work. This usually takes time, especially when each application is diametrically different. Integrating everything into a single platform is didactic and the operator integrates faster.

Nowadays it is possible to integrate virtual PBX with third-party software that are traditionally used in the company. Having this capability means gaining versatility and technological changes will not be so traumatic for the staff. This allows us, for example, to update the call center system without having to stop using other applications due to a compatibility problem.  Companies like Neotel offer this adaptation without too many problems and at a beneficial cost.