Call centre software or virtual PBX: what do I need?

Level: Beginner

When a business considers upgrading its communications, the same question always arises: do I need customer service software or a hosted PBX? At first glance, they may seem like similar solutions, as they can share features such as:

• Set up call queues
• Create agents/users
• Connecting fixed and mobile extensions
• Automate call transfers
• Design welcome messages and IVR (Interactive Voice Response) menus
• Manage inbound and outbound calls
• Transfer and record calls

That’s why, to determine whether you need call centre software or a virtual switchboard, you need to ask yourself some questions about the nature of your communications. It’s easy; start by answering these five questions:

1. DOES YOUR ORGANISATION HAVE CUSTOMER SERVICE?

Think about the type of calls you receive. Do you just need to direct incoming calls to a specific department, or do you need to provide support and manage incidents?

2. WILL SOMEONE BE MONITORING THE CALLS?

Customer service departments need a supervisor. They are responsible for redistributing call queues, listening to agents and measuring service levels.

That’s why call centre software provides special access where supervisors can view call flow and agent availability inreal time.

3. DO YOU HAVE MULTIPLE CONTACT CHANNELS?

Think about whether your customers have other ways of contacting you besides the phone. Do they receive emails, text messages, chats or WhatsApp messages?

4. NEED TO MEASURE THE PRODUCTIVITY OF PEOPLE WHO ANSWER THE PHONE?

Make a list of the metrics you need to track at the end of the month. Do you need to know how many minutes your operators are talking or how many abandoned calls you have?

5. DO YOU WANT TO INTEGRATE ARTIFICIAL INTELLIGENCE?

Artificial intelligence in customer service software focuses on faster resolution of customer queries.

Before the call is transferred to the agent, bots can program an automatic callback to avoid long hold times, identify customers to streamline agent management, or handle simple/typical queries without human intervention.

THE MOMENT OF TRUTH

If you answered yes to any of the previous questions, you need customer service software. Whether it’s the type of calls you receive, the contact channels you handle, or the need to meet certain service standards, your communications call for an Omnichannel Contact Center. With it, you can:

• Be available on your customers’ preferred channels: WhatsApp, WebChat, email, SMS, phone, Click&Talk, etc.
• Solve queries automatically with its powerful artificial intelligence.
• Route each call to the most appropriate agent and reduce waiting times.
• Monitor lines, queues and agents and act in real time.
• Access statistics, metrics and reports at any time.
• Turn your mobile phone into an extension!

If you answered no to everything, you probably need a hosted PBX. We recently introduced the evolution of cloud-based switchboards: Enreach Contact. The perfect tool for unifying your company’s internal and external communications. It allows you to:

• Chat: send and receive messages, exchange documents, display your availability, set up call forwarding, etc.
• Video conferencing: one-to-one and group meetings with up to 25 participants from inside and outside your organisation.
• Benefit from advanced telephony: configure automatic replies, call forwarding, voicemail, music on hold, queues, call groups, etc.
• Integrate with other applications: import your contacts from MS Office365 and Google Suite. Use MS Teams users as additional extensions to your switchboard. Compatible with over 100 CRMs!
• Report and analyse: monitor collaboration and service quality.
• Use Qboard and Switchboard: manage a high volume of calls and transfer them to other people in the organisation.

Luckily, both are on sale. So whether you choose Omnichannel Contact Centre or Enreach Contact before the end of the year, you’ll get free subscriptions and mobile lines (you will only pay for the calls).

Hurry up, time is running out!

This offer is only available in November and December 2023.

If you have any questions or need personal assistance, our experts are always available on 900 670 750 or in the chat below.