Are you thinking of using the PBX system in your business? It is a smart choice for your business. Using PBX you can run your business’s phone system on internet connection. Not only that, it also allows your team to make and receive calls from anywhere.

Here we discuss what features you should consider while choosing a PBX system.

Auto Attendant or IVR

This feature allows PBX to act as virtual receptionists. Through which the incoming calls are received and the callers are connected to the appropriate department. For example when you call a company, ever heard “Press 1 For Sales”, “Press 2 For Billing”, “Press 3 For Support”. IVR feature is use for this service.

Due to this feature, there is no need for a human receptionist and it also reduces the cost. Which is best for customer satisfaction. With the help of IVR, you can introduce your company at the beginning of the call and at the end of the call you can thank the person for calling.

Call Routing & Queuing

Call routing and queuing is a very important feature in PBX systems. Through which, when the agent cannot answer the call, the caller can join the call queue, because the call does not fail and does not get stuck on hold. Through an automated message, callers can know their status in the queue and how long they will have to wait.

Call Recording

Call recording is one of the most important features of the PBX system. With the help of call recording, you can know how calls are being answer, which sales team is working well, which queries are being answer frequently and who is involve in the call.

Apart from this, if a new employee is recruited, you can use the recording to train him. You can save the call recording for as long as you want and use it later. It can also help in mitigating legal risks.

Call Forward or Transfer

Call forwarding diverts incoming calls to your number to another number without any interruptions. When an employee is unable to answer the call, the calls are forward to another employee who can answer the call. Along with that it is also ensure that the employee is able to answer the call or not.

You can also forward calls to your mobile phone. Especially when you are working from home or on holidays.

Reporting and Analytics

You can also get real-time reports of the performance of your agents in the PBX system. With the help of these reports, you can manage your call center and also know the analytics of real-time calls like,

– How much time did the team spend on which call?

– Which employee is answering more calls?

– Know the number of answered gives, missed, and Toll-free calls

– Know the best time to call

You can know the real-time status of all these. You can also keep information of where your team is spending their time with the help of reports. Not only that, you can also increase the efficiency of your team.

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