7 Aspects To Take Into Account When Choosing a Virtual PBX

The virtual PBXs have become the best alternative to manage telephone calls from companies in a professional manner, as they not only represent savings, but also allow customers to offer personalized service 24/7/365, improve efficiency of the employees and the communication between the different headquarters of a company.

The simplest formula to equip our business with a call center is to opt for a modality as a service, also known as virtual PBXs. A virtual switchboard is a digital software that is located in servers in the cloud and is managed from web interfaces. This ‘virtualization’ opens the door to contracting models of payment for use, since the virtual PBX is no longer a purchased equipment, but a service that is used.

It is not necessary to be a large corporation to need a virtual switchboard, but it is an ideal solution for any company that wants to personalize the attention it provides to its customers: incorporating welcome messages and apologies for not being able to attend to it, a musical thread while customers wait, record calls, voice mail to leave a message or divert calls from the landline to the mobile when employees are out of the office.

What Aspects Should Be Valued When Choosing A Virtual PBX?

Companies must take into account 7 main aspects when comparing and selecting the best virtual PBX for a company:

1.- Advanced functionalities: A virtual PBX should include high added value functionalities, from intelligent routing systems to redirect incoming calls to the best possible destination according to the geographic criterion, date and time or origin of the call, to virtual assistants with acknowledgment of voice acting as ‘receptionists’.

2.- Mobile approach: The best virtual PBX has to provide solutions focused on facilitating labor mobility, both through BYOD (Bring Your Own Device) solutions and through the integration of technologies such as WebRTC (Web Real-Time Communication). Both solutions allow employees to make use of their telephone extension wherever they are, with total security and without additional costs.

3.- Analysis tools: A virtual PBX should integrate modules to facilitate the analysis of all its activity (expense and number of calls per line, per location, per extension, etc.), at any time and without waiting, offering an information valuable in terms of saving and optimizing resources.

4. Ease of use: A virtual PBX must be easy to operate thanks to an intuitive interface and adapted to the company’s infrastructure. In this way, the intervention of third parties neither for their initial configuration nor to add new functions and / or capacities will be necessary.

5.- Integration capacity: The company’s communications system must be able to integrate with other technological solutions such as Contact Centers, CRMs or ERPs thanks to the APIs for integrators or through personalized services offered by the supplier itself.

6- Quality and security of IP telephony: IP telephony calls, based on the Internet, require mechanisms to ensure the privacy of communications. Today there are encryption methods that offer a high level of security. Therefore, it is essential to select a provider capable of offering call encryption as a guarantee of protection of calls and data.

7.- Guarantees of the provider: The guarantees offered by the supplier of a virtual PBX are as important as its functionalities. If the virtual PBX provider is a telecommunications operator authorized by the CNMC and not a telephony reseller, you can better guarantee the guarantee of your service and support, and offer a SLA (Service Level Agreement) equal to or greater than 99,9 by contract.

In short, the advantages offered by a virtual PBX for professional call management in companies include optimizing resources, reducing costs, increasing productivity or increasing quality in customer relations. Therefore, it is advisable to carry out a rigorous selection process to choose the virtual PBX that best suits the needs of a company.