What is Virtual PBX

A virtual PBX is a service that unites all company numbers into a single network, stores the entire history and records of conversations with clients.

It also automates work and improves the efficiency of employees and the quality of customer service.

A virtual PBX is needed to

  • streamline and control the communication of employees with clients

  • automate communication with clients and work in the CRM system

  • see the volume and quality of conversations of each employee and the company as a whole

  • ensure a consistently high level of customer service

TOP 6 functions of Virtual PBX

(For an extended list of VPBX features, see here.)

  1. Client’s personal account

    The client’s personal account in VPBX is a system for monitoring and managing communication with clients, which stores data on all calls: their total number, time, duration, call records, a list of missed calls, detailed analytics and much more.

  2. Call recording

    You can listen to any conversation between the manager and the client.
    The very fact of this feature motivates employees to work more efficiently.
    It will become much faster and easier to resolve controversial issues and train new employees.
    Some telecom operators provide this service free of charge.

  3. Missed calls

    There is a special tab in your personal account that contains all missed calls.
    And until the client was called back or he himself did not call again, his call from this tab does not disappear.
    With this tab alone, you can handle more calls and get 20 to 40% additional sales.

  4. Multichannel

    It is the ability to receive several calls to one telephone number at the same time.
    When connecting multichannel customers will always be able to call your company and will never hear a busy signal in the receiver, and you will receive more calls.

  5. Directing calls to a group of employees

    It is much more correct to route calls from customers to a group of employees, and not just one employee.

    Managers can be grouped in 2 ways:

    • simultaneous call to all managers in the group
    • setting a queue when calling managers

    As a result:

    • employees will stop transferring mobile phones to each other
    • it will become easier to receive calls from clients
    • the number of missed calls will decrease
    • the time for responding to the client will be reduced
  6. Call forwarding scripts for each manager

    It is possible to redirect an incoming call in turn to the following numbers

    • manager’s short number (3 or 4 digits) in the internal network of the virtual ATC
    • to the manager’s mobile or landline number
    • to the softphone installed on the manager’s mobile phone or desktop computer

There are 2 models for distributing and supporting VPBX software:

  • On-Premises PBX Systems – hosted by the company itself

    Often a free VPBX solution is used for this model.
    All deployment and technical support costs are borne by the company itself, including the risk of VBPX inoperability.

  • Cloud PBX – equipped and supported by a professional telecom company

    Usually this is a paid VPBX solution, with more extensive functionality from professional developers (vendors).
    Telecom company – the service provider deploys VPBX on its own web servers, is responsible for the operation of the service, and also provides technical support and consulting.
    Customers (end customers) pay a subscription fee for using VPBX services.

Operators of IP telephony (VoIP) in Moldova