“Please press one for more options” is a classic line that we have all heard the telephone prompt us when we were attempting to make a phone call. Listening to all of the options that the phone reads aloud may seem like a hassle and reaching a person on the other side of the line may feel like finally completing a difficult run up a gruelingly long hill. For this reason it is important for your company to make life as easy as possible for the end user. Your company’s attempt to ease the service process for your end user can be helped with PBX Configuration. If your VoIP business is not using this correctly, you could fall into one of the top 10 technical pitfalls. In this post, we will explain the benefits of PBX/Switch Configurations and how they lead to an effective end user experience and overall VoIP success.
If you have an automated phone system set up in your company’s office, there is a good chance you are familiar with PBX, or Private Branch Exchange. However, if you do not have this system set up, then the time might be right for you and your company to learn about it. With this configuration, all company office phones are connected to one server, which figures out where to send users when they call the office. This is possible through IVR, or Interactive Voice Response. This system is set up so a telephone can prompt a customer to “hit one” or “hit two” on their keypad. When customers press a desired button, they can then be transferred to either another prompt or to a call queue where the incoming call will be answered by a call representative. This may seem like a lengthy process for the customer at times; however, without this process the customer would have to wade through unnecessary extra calls and transfers. Overall, PBX is actually making life easier for the end user.
PBX configuration leads to an easier end user experience, yet this system can also help save your company money and time. One major benefit of switching to this system is the cost. Because all office phones can be connected to one server, this reduces the amount of lines needed to host them all and increases the amount of physical phones that can be on the server. Overall, this process can reduce your company’s phone bills by converging multiple lines and servers into one. PBX also gives companies resources such as voicemail, IVR, call transfers, and call recording, which all make your business run more efficiently. These options can help save your company time by automating certain steps in the phone call process. Getting customers where they need to be in this efficient way is a big time saver.
Without certain systems, the feeling of running up a gruelingly long hill would feel twice as bad. While it may seem difficult at first, that initial run up the hill is actually helping you out more than you would expect. PBX, in conjunction with IVR, assists customers in reaching company contacts through the phone. At the end of the day, these configurations have great benefits that make life simpler for the customer and the company. With PBX, end user automation can help VoIP be as successful as it should be.
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