What is a Virtual PBX? Transform your business communication with VoIP

What is a Virtual PBX and how does it work?

This is a phone system in the cloud that allows to manage calls without installing physical equipment.

Virtual PBX use VoIP (Voice on Internet Protocol) to transmit calls over the Internet instead of traditional telephone lines.

It works as follows: when you make or receive a call, digital data are recorded that travel through the Internet until you reach a Server that processes and sends them to the recipient.

To understand it better, we will explain it with an example:

Imagine you have a tarot business and your customers are in different cities. Before, you needed to install physical phone lines to answer the calls. What is a Virtual PBX system everything is done through the Internet.

When a customer calls, the system automatically redirects the call to the available taroist, no matter where it is, provided it has Internet connection.

What are the main functions of what is a Virtual PBX?

A Virtual PBX modernizes the way a company manages its communications and adds features that improve the brand experience of employees and customers.

Then we will explore the main functions and characteristics of what is a Virtual PBX.for companies:

Real-time call management

You can redirect calls to extensions or departments immediately. In this way, you ensure that each client is taken care of by the right staff and without delay.

Virtual Assistant 24 / 7

It has an automated system that guides users through a menu of options. This function slows the connection and minimizes the waiting times.

Let's see with an example how it works:

Suppose you call a clinic and this one counts on a Virtual PBX system. The answer to your call would sound like this:

"Welcome to the Health Clinic. To schedule an appointment, press 1. To talk to our billing team, press 2. For any other consultation, press 3."

When selecting a number, the system automatically redirects the call to the corresponding department. This is how it optimizes and accelerates customer attention.

Recording and Call Detail Record

What is a Virtual PBX you have the option to record and store the calls conversations. It is a useful function for staff training, monitoring and dispute resolution.

Optimize your customers' time

When you receive a high flow of calls, it is almost impossible to manage them all without unnecessary time lapses.

Virtual PBX organize calls in order of arrival and use resources, such as custom messages to capture customer attention while waiting.

It connects everything in one place

Connect the telephone system with Customer Relations Management (CRM) platforms. This allows access to the customer's data during the call and improves subsequent tracking.

For example, imagine you have a car dealership and use a Virtual PBX system integrated with a CRM like HubSpot.

When a customer calls, the system recognizes the phone number and automatically shows its profile to the Agent that attends the call. This profile includes relevant information such as your name, the car model you acquired, the status of delivery and notes from previous conversations.

Thanks to this integration, the Agent can give personalized attention and respond to concerns in a precise way.

After the call, the client's history is updated on the CRM and it is easier to track for future interactions.

Detailed and real-time reports

One of the functions and, at the same time, advantage of Virtual PBX is that offer access to metrics on real-time call volume.

For example, you can determine the response and performance times of the agents.

For any company these are valuable information that helps make informed decisions, identify areas that require improvement and optimize resources to provide a better service.

The office in a cloud

The Virtual PBX call management offers the option of making and receiving calls from computers, mobile phones or tablets. This translates into flexibility for remote or hybrid equipment.

We will explain this with a common example of the modern business environment: imagine that you are out of the office and an important customer calls. Thanks to what is a Virtual PBX, you can answer the call from your mobile phone no matter where you are.

Then, when you get to the office, you can continue to manage the calls from your computer or tablet without interrupting the work.

Most important features of a Virtual PBX

Now that you know what is a Virtual PBX and what are its functions, we will analyse in detail its most relevant characteristics:

Scalability

The telephony in the cloud It grows at the same time as companies and adapts to needs without requiring significant changes in infrastructure.

For example, you can add more lines for new employees without making a big investment in physical equipment. It's just, the growth is within reach of a click.

Easy to use

The control panel is accessible from any device with Internet access. It is also intuitive and easy to use.

Cost reduction

By dispensing with physical equipment such as traditional servers and power plants, leave the installation and maintenance costs behind. It is an economic solution that does not compromise the quality of service.

High availability

The cloud accommodation ensures continuous operation, even in the event of eventualities. For example, if an employee works remotely and loses the connection, another member of the team can continue to respond to calls without interruption.

Advanced security

The system is designed to protect sensitive information from the company and customers. To that end, uses end-to-end encryption and user authentication. This prevents unauthorized access.

Adaptability to different industries

Whether you're a Call Center, an online store, a tarot company, telephone support or any other business, the Virtual PBX is a tool that adapts to market requirements.

For example, in a travel agency, the centre allows you to manage reservations and provide real-time customer assistance. While, in a collection company, it is ideal to process accounts receivable, customize messages for each debtor, and optimize response times.

What's the best Virtual PBX?

It is not enough to know what is a Virtual PBX, it is also important to know which one is best. The truth is that the answer depends on the demands of your business, because each company has specific needs.

The best is the one that provides you with the tools and functionalities needed to improve communication and optimize internal processes.

When choosing, consider that a Internet telephony system must have:

• Scaling and customization options.
• An intuitive interface.
• Compatibility with other tools used in the company.
• Advanced features.
• A technical support team.
• Data security and protection.
• Quality ratio - price adjusted to the business budget.

Does your business need a Virtual PBX?

All modern companies when they discover what is a Virtual PBX is understand why this tool improves the brand experience of employees and customers.

With the use of new technologies it is possible to boost productivity, improve customer care and modernise communications offering personalized, effective and immediate attention. Characteristics that are vital in an era where the culture of immediacy and brand experience make the difference for the positioning of a business.

Remember, it doesn't matter if you have a small and medium business or if your business is already in position. Using the tools provided by technological innovation is essential to highlight in a market where new options are born every day.

Are you ready to transform the way your business manages your calls? Find out what is a Virtual PBX is and contact us.