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Cutting-edge IP PBX Replaces the Contact Center
September 4th, 2017

Cutting-edge IP PBX Replaces the Contact Center

Kathi Fuhrman

Sixty-eight percent of customer communication is completed over the telephone according to NewVoiceMedia. Communication is a vital aspect of business's operations and "call service" is more important...

Sixty-eight percent of customer communication is completed over the telephone according to NewVoiceMedia. Communication is a vital aspect of business’s operations and “call service” is more important than ever. In fact, 82% of customers expect help in 5 minutes or less according to Liveperson.com. Communication technology continues to change with the times – from traditional landlines to contact centers and finally to IP PBX systems.

Communication technology continues to change with the times – from traditional landlines to contact centers and finally to IP PBX systems.

Legacy vs. cutting edge

Contact center

Contact centers are highly utilized by businesses receiving a significant number of customer service calls. Businesses experience multiple benefits:

  • Improved customer service response time.
  • Analytics tracking of incoming call sources and calls completed.
  • Increased sales revenue.
  • Increased customer retention.

The major disadvantage of utilizing contact centers is the high cost associated with implementation, integration, and training.

IP PBX

An IP-PBX phone system utilizes Voice over Internet Protocol (VOIP) networks to transfer and route calls between users, allowing them to share external lines.

How does IP PBX work?

IP PBX systems simply communicate with customers and have 7 major benefits.

  • Service customers faster. Automatically routes new calls to the next available agent who is ready and waiting for the call.
  • Lower costs. IP-PBX costs less. Both initial and monthly costs are not as significant as call centers.
  • CRM integration. New state of the art IP PBX systems integrate with your customer relationship management (CRM) software. This gives service representatives real-time information on every detail of an account. When a caller is connected to the representative – they know their call is important and feel valued.
  • Grows with you. Utilizing VoIP allows you to add new office locations as you grow.
  • Unified messaging. Increase efficiency with voice messages arriving in your e-mail. Team members get instant access to listen to their messages. The days of taking the time to call into a phone system with a password are long gone.
  • Reporting features. The newest IP PBX systems offer reporting features. Managers and executives can view reports that show service times and individual representative data. The reports also utilize analytics to make sure representatives stay on script or scan for red-flag words.
  • Manage calls and reputation. Management and executives get the ability to intercept calls from frustrated customers. This feature helps keep calls from getting out of control by placing leadership in front of an active problem.

Phone calls are more important than ever. The idea customers want near-instant service, places communication technology choices at the top of every business’s priority list. If you are ready to make a switch, consider these seven main benefits of an IP-PBX system.


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