A PBX System(Private Branch Exchange System) is a telephony solution that connects internal users to one another and to an outside PSTN telephone line. PBXs are used within organizations or enterprises to simplify communications and lessen costs.
As with all technology, PBX systems have evolved with new trends. IP PBX uses Internet Protocol or VoIP technology to make PBX systems more feature-rich, scalable, and affordable.
PBX systems are available in two different delivery formats: on-premise or hosted/cloud. This gives us several combination options:
On-Premise IP PBX
Hosted IP PBX
Hybrid IP PBX
We will explore the differences between some of these PBX solutions in our next post: On-Premise vs Cloud IP PBX Systems.
In the meantime, visit our website to learn about a real IP PBX System or read some of our related posts:
The goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.
Call Center Productivity Tools
By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:
Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.
Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.
Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.
More Productivity Means More Profit
The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.
In our first and second posts in this series on the 2014 State of Unified Communications we discussed the overall growth of the market, premise vs cloud deployments, collaboration, and what users are looking for in Unified Communications.
We’ll start off our final post talking about what IT Teams need to do in Unified Communications…
With the growth of the Unified Communications market in 2014, IT teams have more pressure than ever to develop and maintain an excellent solution.
IT Teams must acquaint themselves with the vendors on the market. Aside from all of the large business providers, consumer and cloud providers are gaining traction and represent real competition in the world of Unified Communications.
They must also recognize that Unified Communications are an essential part of telephony today. The market is growing and the competition has already adopted Unified Communications.
WHAT TO DO WHEN STARTING OR EXPANDING A UNIFIED COMMUNICATIONS SOLUTION
After hearing those statistics and expectations for the Unified Communications market in the year to come, are you ready to start or expand your UC development? If so, follow these guidelines for a smooth transition:
Target the deployment, at least at first. Provide UC to only those users that will most benefit to begin a slow transition.
Evaluate all of your PBX options. You may not have to upgrade your PBX equipment. Unified Communications is more about virtual features and capabilities than equipment.
Seek a vendor with plans for federation. As the world of telephony moves to 100% Unified Communications it will be important to connect with suppliers and business partners that have different systems.
Do not minimize the importance of voice. While Unified Communications has many benefits to offer, voice continues to be the most fundamental service. Ensure that the new solution will allow maximum quality voice features within your company.
Take full advantage of training. Less important is how to actually use Unified Communications – that tends to be self-explanatory; but teach users the value and benefits of using those features in order to get the most out of the system.
Market your UC solution to its full extent. Unified Communications has so much to offer – show users and potential clients why it is so indispensable. From increased efficiency, to reduced cost, to employee productivity, UC practically markets itself with a little effort.
Not sure where to start? Bicom Systems Account Managers would be happy to talk to you. Contact us at firstname.lastname@example.org, browse our products, or watch our gloCOM Unified Communications app video:
In summary, the world of Unified Communications has made vast improvement in the past year, but there are still several areas that could use some work for the remainder of 2014.
An office phone system of any size usually consists of multiple inbound lines mapped to a larger number of phones sitting on desks and is supposed to meet all telephony needs for the organization.
Lync is undermining that assumption and taking us back to the situation in the 1960s and 70s where organizations operated internal phone systems, ‘PAX’, and an externally facing ‘PBX’.
Because Lync is being introduced via the MS desktop estate, it reaches a market that’s currently poorly served from the PBX and circumvents the traditional voice management and procurement routes.
Out of the box, Lync offers IM, presence, screenshare, internal extension to extension calling, and an audio bridge. Call Recording? Possibly a few other features. Leaving aside the difficulty to install it and get it going compared to many other Unified Communications clients such as our own gloCOM. The missing feature is inbound DDI and outbound calling.
The use case is as follows:
Virtual teams within an organization will use presence and IM and screenshare and a combination of mobile and desktop audio. They’ll make use of the onboard audio conferencing for internal discussions but have to use a traditional audio service and some other to another service if external parties are involved. This undermines the whole thing as the Lync audio client is now redundant, although landline and mobile are available, as soon as you consider the need for a headset it gets messy. A user would need 3 headsets.
Apart from the power of Microsoft – why does anybody bother?
I recently received an interesting question from a client that I thought was worth sharing…
My customer has a Cisco Call Manager virtual machine installed in a hospital that handles about 2000 extensions (Cisco 6911, Cisco 6921, Cisco 6941 and Cisco 6961). The customer is complaining about this solution because it cannot handle a single call per line. For example, each extension handling two concurrent calls gives a free tone even if its during a conversation. The customer has made a request to Cisco, but they cannot make changes to the configuration, so they are evaluating alternative solutions for their PBX. Of course we should reuse those phone models and we should ensure only one simultaneous call for extensions… Can we technically do it? … If yes, what do we need in terms of resources for the VM?… finally, what about the costs for this scenario (only PBX features needed, no special requirements or CTI)?
Can anyone please confirm this – that Cisco Call Manager has no means by which to limit the number of inbound calls to an extension? It seems hard to believe.