{"id":45589,"date":"2023-11-07T11:49:46","date_gmt":"2023-11-07T10:49:46","guid":{"rendered":"https:\/\/enreach.es\/?p=45589"},"modified":"2023-12-13T12:04:59","modified_gmt":"2023-12-13T11:04:59","slug":"call-centre-software-or-virtual-pbx-what-do-i-need","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/call-centre-software-or-virtual-pbx-what-do-i-need\/","title":{"rendered":"Call centre software or virtual PBX: what do I need?"},"content":{"rendered":"<h5 style=\"font-weight: 400;\"><strong>Level:<\/strong> Beginner<\/h5>\n<p style=\"font-weight: 400; text-align: justify;\">When a business considers upgrading its communications, the same question always arises: <strong>do I need <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/occ\/\">customer service software<\/a><\/strong>\u00a0<strong>or a <a href=\"https:\/\/enreach.es\/en\/business-communications\/enreach-contact\/\">hosted PBX<\/a><\/strong><strong>?<\/strong> At first glance, they may seem like similar solutions, as they can share features such as:<\/p>\n<ul>\n<li>Set up <strong>call queues<\/strong><\/li>\n<li>Create <strong>agents\/users<\/strong><\/li>\n<li>Connecting <strong>fixed and mobile<\/strong> <strong>extensions<\/strong><\/li>\n<li>Automate <strong>call transfers<\/strong><\/li>\n<li>Design <strong>welcome messages <\/strong>and<strong> IVR<\/strong> (Interactive Voice Response) <strong>menus<\/strong><\/li>\n<li>Manage <strong>inbound and outbound calls<\/strong><\/li>\n<li><strong>Transfer and record<\/strong> calls<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">That&#8217;s why, to determine whether you need call centre software or a virtual switchboard, you need to ask yourself some questions about <strong>the nature of your communications.<\/strong> It&#8217;s easy; start by answering <strong>these five questions<\/strong>:<\/p>\n<h2 style=\"font-weight: 400;\"><strong>1. DOES YOUR ORGANISATION HAVE <span style=\"color: #ac96ff;\">CUSTOMER SERVICE<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Think about the <strong>type of calls you receive<\/strong>. Do you just need to <strong>direct incoming calls<\/strong> to a specific department, or do you need to <strong>provide support<\/strong> and manage incidents?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>2. WILL SOMEONE BE <span style=\"color: #ac96ff;\">MONITORING<\/span> THE CALLS?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Customer service departments need a supervisor. They are responsible for <strong>redistributing<\/strong> call queues, <strong>listening<\/strong> to agents and <strong>measuring<\/strong> service levels.<\/p>\n<p style=\"font-weight: 400; text-align: justify;\">That&#8217;s why call centre software provides <strong>special access <\/strong>where supervisors can view call flow and agent availability <strong>in<\/strong><strong>real time<\/strong>.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>3. DO YOU HAVE MULTIPLE<span style=\"color: #ac96ff;\"> CONTACT CHANNELS<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Think about whether your customers have <strong>other ways of contacting you<\/strong> besides the phone. Do they receive emails, text messages, chats or WhatsApp messages?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>4. NEED TO <span style=\"color: #ac96ff;\">MEASURE THE PRODUCTIVITY <\/span>OF PEOPLE WHO ANSWER THE PHONE?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Make a list of the <strong>metrics you need to track<\/strong> at the end of the month. Do you need to know how many minutes <strong>your operators are talking<\/strong> or how many <strong>abandoned calls<\/strong> you have?<\/p>\n<h2 style=\"font-weight: 400;\"><strong>5. DO YOU WANT TO INTEGRATE <span style=\"color: #ac96ff;\">ARTIFICIAL INTELLIGENCE<\/span>?<\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">Artificial intelligence in customer service software focuses on <strong>faster resolution of customer queries<\/strong>.<\/p>\n<p style=\"font-weight: 400; text-align: justify;\">Before the call is transferred to the agent, bots can <strong>program an automatic callback<\/strong> to avoid long hold times<strong>, identify customers<\/strong> to streamline agent management, or <strong>handle simple\/typical queries<\/strong> without human intervention.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>THE MOMENT OF <span style=\"color: #ac96ff;\">TRUTH<\/span><\/strong><\/h2>\n<p style=\"font-weight: 400; text-align: justify;\">If you <strong>answered yes<\/strong> to any of the previous questions, you need <strong>customer service software<\/strong>. Whether it&#8217;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 <strong>Omnichannel Contact Center<\/strong>. With it, you can:<\/p>\n<ul>\n<li>Be available on your <strong>customers&#8217; preferred channels<\/strong>: WhatsApp, WebChat, email, SMS, phone, Click&amp;Talk, etc.<\/li>\n<li><strong>Solve queries automatically<\/strong> with its powerful artificial intelligence.<\/li>\n<li>Route each call to the most appropriate agent and <strong>reduce waiting times.<\/strong><\/li>\n<li>Monitor lines, queues and agents and act <strong>in real time<\/strong>.<\/li>\n<li>Access <strong>statistics, metrics and reports<\/strong> at any time.<\/li>\n<li>Turn your mobile phone into <strong>an extension<\/strong>!<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">If you <strong>answered no<\/strong> to everything, you probably need a <strong>hosted PBX<\/strong>. We recently introduced the evolution of cloud-based switchboards: <strong>Enreach Contact<\/strong>. The perfect tool for <strong>unifying your company&#8217;s internal and external communications<\/strong>. It allows you to:<\/p>\n<ul>\n<li><strong>Chat:<\/strong> send and receive messages, exchange documents, display your availability, set up call forwarding, etc.<\/li>\n<li><strong>Video conferencing:<\/strong> one-to-one and group meetings with up to 25 participants from inside and outside your organisation.<\/li>\n<li><strong>Benefit from advanced telephony:<\/strong> configure automatic replies, call forwarding, voicemail, music on hold, queues, call groups, etc.<\/li>\n<li><strong>Integrate with other applications:<\/strong> import your contacts from MS Office365 and Google Suite. Use MS Teams users as additional extensions to your switchboard. Compatible with over 100 CRMs!<\/li>\n<li><strong>Report and analyse:<\/strong> monitor collaboration and service quality.<\/li>\n<li><strong>Use Qboard and Switchboard: <\/strong>manage a high volume of calls and transfer them to other people in the organisation.<\/li>\n<\/ul>\n<p style=\"font-weight: 400; text-align: justify;\">Luckily, both are on <strong>sale<\/strong>. So whether you choose Omnichannel Contact Centre or Enreach Contact <strong>before the end of the yea<\/strong>r, you&#8217;ll get <strong>free subscriptions and mobile lines<\/strong> (you will only pay for the calls).<\/p>\n<h3 style=\"font-weight: 400;\"><strong><span style=\"color: #7a17f8;\">Hurry up, time is running out!<\/span><\/strong><\/h3>\n<p style=\"font-weight: 400;\">This offer is only available in <strong>November and December 2023<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">If you have any questions or need personal assistance, our experts are always available on <strong>900 670 750<\/strong> or in the chat below.<\/p>\n<h5 style=\"font-weight: 400;\"><\/h5>\n","protected":false},"excerpt":{"rendered":"<p>When a business considers upgrading its communications, the same question always arises: do I need customer service software\u00a0or a hosted PBX? At first glance, they may seem like similar solutions, but they solve different needs.<\/p>\n","protected":false},"author":1,"featured_media":45592,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2139,5191],"tags":[5112,5143,3113,5161,5228,5144,3216,5147],"class_list":["post-45589","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-communications","category-smart-contact-center","tag-artificial-intelligence","tag-atencion-al-cliente-en","tag-call-center-en","tag-call-center-en-2","tag-centralita-virtual-en","tag-contact-center-en-2","tag-customer-service","tag-inteligencia-artificial-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Call centre software or virtual PBX: what do I need? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/call-centre-software-or-virtual-pbx-what-do-i-need\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Call centre software or virtual PBX: what do I need? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"When a business considers upgrading its communications, the same question always arises: do I need customer service software\u00a0or a hosted PBX? 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