Omnichannel communication has become a fundamental component in delivering convenient customer experience. However, the importance of phone calls is still inevitable in various industries. To make the most of the telephone network, flexible, scalable and reliable solution is required. One of the most multifaceted solutions is private branch exchange (PBX), which is a business-grade telephone network for communication within and outside the business. When it is hosted on a cloud server (Cloud PBX), it completely eliminates the need of space, security and maintenance as opposed to on premise solutions.

Cloud PBX is often considered beneficial for businesses operating a massive call center. However, these systems are suitable for many different types of business, from large enterprises to small and medium-sized firms. The wide array of settings and features make them ineluctable for the majority of businesses. Besides, the increasingly dynamic environment, remote teamwork, growing customer base and volume of customer orders requires more effective management and automation of the customer service processes for any business.

Cloud PBX offers easy setup of business hours, extension dialling, call tracking and monitoring, HD phone calls, call forwarding, call recording, custom voicemails, call queues, international and local lines, music on hold, desktop and mobile apps, and lots of other features. It works for various industries such as banking and financial institutions, e-commerce, reception and corporate telephone communication.

Benefits for your business:

• Easy setup and no maintenance costs
• Zero investment is necessary
• Integrates perfectly with most CRM and ERP systems
• HD-quality audio for smooth communication
• Enterprise grade built-in security by design
• Can be used with the existing telephone numbers
• Local phone numbers are available to use in any country

Benefits for your customers:

Instantly directed to the right team member.

Rules can be set for distributing and forwarding calls between employees, departments, and even between various devices saving time for customers. As a result, e-commerce operators can provide convenient way of communication for their customers and they can instantly get in touch with the right team whether it is a stock inquiry, an aftersales issue or complaint.

Always connected.

PBX system offers the flexibility to add phones and numbers as the company grows making it perfect solution for startups or developing family businesses. Besides, PBX system can divert calls to mobile phones so customers can reach your colleagues even if they work remotely or manage other business tasks.

Frequently asked information at hand.

PBX comes with the option to set up business hours and customize messages. Seasonal businesses such as tourism and hospitality can enable auto-responding to customers during peak season.

How can Softline help?

As a result of Softline’s partnership with CALLFLOW, a hugely flexible and efficient solution is available for businesses operating in Central Eastern Europe, that helps them in enhancing their call center systems.

With the implementation of the PBX solution, our experts have managed to achieve optimization within the customer’s processes. Thanks to automated data entry, our team could limit the loss of business information due to human misuse. At the same time, relieving the administrative burden of the processes helps employees to increase their efficiency and quality of work. Contact us to find out more about the solution.