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Equip your business with a Virtual PBX that can be centrally-managed in the cloud, on a global scale.
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A Virtual PBX is an internet-based PBX system. PBX stands for Private Branch Exchange. Unlike a normal PBX which is hosted on-premises and handled manually, a virtual PBX is hosted on the cloud. An Internet connection, a suitable call center software and a web app are used to create the network infrastructure.
Virtual PBX can be accessed over a web app through any PC, laptop, or mobile device. Also, Internet connectivity ensures that Virtual PBX phone systems have minimal downtimes and connectivity issues that on-premises systems are infamous for
A virtual PBX works with the help of the internet. It uses VoIP (Voice over Internet Protocol) to transmit voice signals. Unlike traditional PBX systems that have on-premise servers, a virtual PBX has its server hosted on the cloud. All the telephony data like phone numbers, call flows, call notes, call routing, etc. are stored in this cloud server as well.
In a virtual PBX scenario, when a call is placed, the voice data is transferred through the internet and to the recipient’s location. In case, the recipient has a traditional PSTN phone, the virtual PBX uses what is known as SIP trunking to connect the call to the desk phone. Otherwise, it would connect directly to the end user’s laptop, PC, mobile phone or VoIP enabled phone which is configured to receive calls.
On-prem and Virtual PBX systems serve the same purpose of streamlining phone connections across the organization and also with its outside world. However, both have stark differences in working and features that make one a better choice than the other.
Virtual PBX systems mostly come in the form of SaaS products which have a flexible pricing plan. You will have some amount of certainty in how much dollars you have to spend monthly/annually to keep the phone system running.
A virtual PBX brings within the reach of small-scale businesses enterprise-grade PBX features like voicemail, IVR, business hour restrictions, etc. which helps run a call center with ease.
Virtual PBX systems are insulated from frequent downtimes as they housed on the cloud. This helps prevent mishaps caused due to electrical or physical wire-related issues.
Virtual PBX systems give your call center the freedom to be mobile. With a mobile app, you can make or take a quick call even if you are not physically at your call center.
Virtual PBX systems usually take the form of plug and play software or pre-built web applications that can be configured and launched easily in few minutes.
Adding more phone lines, add more agents, set up multiple call queues, customize IVR menus, everything can be done at scale with a virtual PBX, instantly.
An ideal virtual PBX should come with top-notch features that enable quick call center setup, effortless management, and performance monitoring.
Route your callers to specific menus, agents or teams with keypress triggers. IVR can help serve answers to FAQs or even transfer your callers to the right teams ideal to solve the issue. Read more about IVR
Your agents may not be available to take calls 24/7. In such scenarios, when the call density spikes, a voicemail can be of help to capture caller messages. Additionally, voicemail transcriptions can make it easier for your agents to read through voicemail messages in text. Read more about Voicemail.
Create custom business hours for each time zone, team or agent. Calls that come in beyond the business hours will be routed to a voicemail or IVR. building a global call center is now easier. Read more about Business Hour routing.
Knowing how each call agent is speaking to customers can give some deep insights into your call center’s service quality. With call monitoring, you can discreetly monitor agent-caller interaction. Read more about Call Monitoring.
Having a bird’s eye view of your call center’s ongoing calls, agent availability, l queues, etc. can help call the right shots. Freshdesk Contact Center comes with a real-time dashboard that will keep you in the know. Read more about Real-time Dashboard
Be it to comply with regulations or to identify areas where agent productivity, call handling mannerisms, etc. a phone call recorder is necessary. Freshdesk Contact Center’s automatic call recorder can help with that. Read more about Automatic Call Recorder.
When a caller who has called previously calls again, it will help if your agents have the information handy about what was conspired during the previous calls. Freshdesk Contact Center’s customer interaction history helps with that. Read more about Customer Interaction History
Sometimes agents may not have the necessary expertise or information required to address customer queries. Call conferencing with a colleague, another team or expert will help resolve customer queries quickly. Read more about Call Conferencing.
Take a quick glance at your call center performance with Freshdesk Contact Center’s curated reports. Manage your call center and agent productivity better with ready-to-use analytics that gives a 360-degree view of your call center’s real-time activities. Read more about Curated Reports.
Freshdesk Contact Center has achieved a star rating of 4* and above on most product reviews forums and communities like G2Crowd, Capterra, Software Advice, Product Hunt, etc. where user-generated PBX reviews are posted. (*at the time of publishing)
Also, on comparison with other PBX systems, Freshdesk Contact Center has some features that others fall short off. Here is a quick tabulation of the features.
The preferred virtual PBX system for all businesses
“When we were looking for a new solution, we tried several phone systems — Dialpad, MightyCaller, Grasshopper, RingCentral — and none offered customer support that impressed us. Price is king, but we always focused on customer service and responsiveness. Freshdesk Contact Center (formerly Freshcaller) has all the features we need, out of the box, and a team we love to work with. It was an easy choice.”
“We evaluated different systems, such as Google Voice, however, we found that only Freshdesk Contact Center (formerly Freshcaller) gave us the adequate price point for our needs with the ability to scale up in the future.”
“After evaluating several tools like Zendesk with Zendesk Talk, Telavox and other Twilio-based PBX solutions, we found the right match with helpdesk and phone system combination of Freshdesk Contact Center (formerly Freshcaller) and Freshdesk.”
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A virtual PBX works with the help of the internet. It relies on cloud telephony for voice data transmission, call transfers, call recording, and other telephony features. A traditional phone system is reliant on telephony hardware like PSTN cables, network carrier connections, desk phones, etc. for enabling telephony operations. A Virtual PBX is easier to set up, use and manage. Whereas, traditional phone systems require heavy investment in hardware, are time-consuming to set up and require manpower to maintain.
A hosted PBX is one in which the server is located in a third-party location. The task of maintaining and managing the PBX is taken care of by the third party. A virtual PBX, on the other hand, resides on the cloud. It has no physical form. Hence, it can be managed and controlled from any remote location or device.
Yes. users who are already using legacy phone systems can easily switch over to Virtual PBX. Their existing phone numbers can be ported to the virtual PBX using number porting. Similarly, all telephony settings like call flows, call routing, teams user privileges, etc. can also be carried over to the virtual PBX.
Are you already using a legacy phone system or any other virtual PBX? Would you like to know how you can switch your current business virtual number to Freshdesk Contact Center virtual PBX? Write to us at firstname.lastname@example.org and we will walk you through the process.
They are all one and the same. Virtual PBX is also referred to as hosted PBX, VoiP PBX, IP PBX, and IPBX.
Explore what Freshdesk Contact Center (Formerly Freshcaller) can do for your business with a 21-day trial.
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