Why do businesses need an IP-PBX? Useful functions of modern IP-PBX systems for business. (Part One)

Updated: Nov 15, 2020

The core of the modern corporate telephone system is the IP-PBX, which is the technical capabilities of the system as a whole. If used correctly, IP-PBX will become your friend and an indispensable assistant in working with clients.

The main function of IP PBX is to receive incoming calls and distribute them to internal subscribers. Of course, this reduces the number of resources required to operate, since you do not need a separate external phone number for each employee. But the main value is that you can create a single entry point for customer calls, which, on the one hand, will make it easier for the client to call you, on the other hand, it will allow you to process these calls with better quality. A modern IP PBX will allow you to improve the customer relationship, quality service, reduce the impact of non-targeted calls, and most importantly, eliminate missed calls.

Let's consider the main and most valuable IP PBX functions for businesses:

1. API (application programming interface). It is a dedicated mechanism for integrating your IP PBX and third-party software such as CRM, Service Desk, ERP, PSA, etc. It looks like a set of commands with parameters to control your IP PBX. For example, thanks to integration with CRM, you can fully manage customer relationships in the context of phone calls. All call events will be linked to the client's card. There is an opportunity to automatically keep a call log for each client, schedule new calls, listen to the recordings of telephone conversations, control that all incoming calls

2. Call recording. There are people who are biased about keeping a record of phone calls, but when used correctly, it is a valuable tool. Recording telephone conversations will allow you to recall anything, and if necessary, listen to the conversation again and note all the details. This is especially true if a large number of details are discussed during the conversation. In addition, with the help of call recording, you can improve your own telephone conversations by analysing the conversation and working on mistakes. And of course, recording phone calls is a great tool for monitoring the quality of customer service on the phone.

3. Voicemail. This is an IP PBX feature that allows the customer to leave a voice message. Then you can either listen to it using your phone, or receive an e-mail with a digital audio file in an attachment, for example in mp3 format. It is good practice to leave a voice message if no one answered the call. In practice, people do not want to leave a voice message so often and prefer to call back, but if the question is urgent, then they use this opportunity. It is very convenient to receive voice messages promptly by e-mail, there are usually not many of them, they are concise, and contain the essence of problem. The voice message should have a higher priority, at least you should listen to it as soon as possible, and quickly decide how important the information in it is.

In companies with a small number of employees and inability to answer every phone call, the following strategy for handling customer requests can be applied:

  • Incoming phone calls are accepted whenever possible. If you are busy, you cannot answer, just leave the call missed.

  • Voicemail is sent to e-mail and listened to as soon as such an opportunity appears. Decisions on information from voice mail are made promptly.