Telephony of a modern office is not only about choosing a city number and connecting external lines for communication. Now this concept covers a wider range of services for external and internal communications.
Read our article to find out which communication solutions are mandatory for companies today, and how proper office telephony makes a business more competitive and profitable.
Contents of the article
Office PBX
Phone number
Corporate mobile communications
Videoconferencing
Callback from the site
Communication in messengers
Omnichannel approach
Office PBX
This is the main base and hungary phone number list platform on which the entire company’s communications network is built. Therefore, it is extremely important to choose a reliable and functional office PBX. The trend is that today many companies are moving away from analog (iron) telephone stations and connecting more modern cloud communications solutions, in particular, virtual PBX (VPBX).
To connect a PBX, you only need a dedicated Internet channel (64 kbps for each line). You do not need to purchase additional equipment, such as servers or data storage systems. Calls can be received and made using landline phones with SIP adapters, IP phones, or a free softphone that can be installed on a mobile phone, smartphone, or PC.
Image 2 Office telephony and services for handling customer
requests
If the company already has its own local PBX, it is also possible to expand its functionality and connect a hybrid PBX, i.e. integrate an existing telephone exchange, for example, a hardware one, with the Telphin.Office PBX . In this case, calls can be made both via the internal network and via the Internet. Data is stored both in the company’s circuit and on the provider’s servers (in the cloud).
Virtual and hybrid PBX are multifunctional solutions that already support a basic set of functions for processing customer requests: voice greeting and IVR, call scripts and queues, call forwarding, voice mail, statistics, recording and storing telephone conversations, caller ID, audio conferences, etc. These types of office PBX are compatible with any telephone numbers.
Phone number
If the company uses a virtual or hybrid PBX for office telephony , then you can choose either a regular phone number or a virtual one to handle calls. The only thing worth considering is that special SIP settings are needed to connect a third-party operator’s phone number. They can be requested from your current telecom operator.
A virtual city number (Russian or foreign) can be made uniform for all company offices and its employees. In this case, it is necessary to increase the number of internal lines and connect an extension number for each office/employee. Then, to contact colleagues and transfer a call, it is enough to simply dial the internal short number.
Increasingly, in addition to city numbers, organizations are additionally connecting the Telphin number 8800 for free calls throughout the Russian Federation, for example, for a hotline or call center, as well as virtual mobile numbers personally for employees at facilities, regional representatives, mobile specialists (couriers and drivers).
Virtual phone numbers are multi-channel, so you can simultaneously process an unlimited number of customer requests. At the same time, employees can receive and make calls both from the office and remotely, staying in touch even where there is no Internet. To reduce communication costs and make calls within the network for free, you can connect all numbers to a single PBX.
Corporate mobile communications
Mobile communications have already become the norm for many companies in communicating with clients. It is convenient, since employees are always in touch, even when they are at the facility, on a business trip or on vacation. However, in this situation there is no control over the work of employees, and it is impossible to keep a transparent record of the number of client requests. To remedy this situation, companies connect mobile communications with PBX functions.
Corporate mobile communications with the functions of the Telphin.Office PBX allow employees to use mobile SIM cards and communicate with clients even where there is no Internet. At the same time, the number of business telephony functions increases, and it becomes possible to standardize processes in the field of processing client requests. Calls and SMS are saved, but now there are also statistics and recording of telephone conversations.
Image 3 Office telephony and services for handling customer requests
In addition, the company can easily integrate mobile communications with the corporate CRM system . In this case, calls from current clients are automatically sent to the mobile numbers of personal managers, and new requests are immediately sent to the company’s database, where new transactions are created. The entire history of communications with clients, including recordings of telephone conversations, is also stored here.
Calls from mobile phones are charged at the company’s general rate. Only virtual numbers of the PBX provider can be used for communication. As a rule, the connection process itself takes no more than 15 minutes, you only need to order the required number of SIM cards for the office. There are no intermediaries from third-party operators, so the contract is concluded directly with the PBX provider.
Videoconferencing
The video conferencing service (VKS) has become especially popular during the pandemic. Companies continue to actively use this solution for remote meetings with colleagues, online meetings with clients, remote training of employees and exchange of experience without interruption from work, organizing and holding marketing events (webinars and conferences).
Video conferencing capabilities are roughly the same across providers: participants can broadcast their screens and demonstrate presentations, communicate in chats, vote and participate in surveys, work in groups, and hold group discussions in closed rooms. In addition, you can turn on a video conference recording and publish it after the meeting is over.
Image 4 Office telephony and services for handling customer requests
But technical issues are individual for each service provider. For example, in Telphin, to connect to the service, you just need to follow the link from the moderator. No less important factors when choosing a video conferencing are the number of participants and the duration of the session. Free solutions, as a rule, have limitations, and a dedicated service can be connected based on the data of a specific company.
Videoconferencing is used in various industries: real estate, tourism, medicine, training, marketing, consulting, etc. Depending on the location and method of connecting to the VKS service, various equipment may be required: a PC or laptop equipped with a webcam with a microphone and headphones. Or you can use a special videophone for communication.
Callback from the site
A call from the site is a convenient tool for communicating with site visitors. In a special form, the client can ask a question or immediately place an order, indicating a contact phone number for communication. You can contact a company representative in a matter of seconds, the service automatically dials the number. Or you can specify a convenient time for the employee to call back.
Depending on the company’s work schedule, different scenarios for a callback from the site are set up. Thus, the service allows you to receive and process customer requests even outside working hours. In this case, an email with a number to call is sent to the duty officer. All calls in this case go through the PBX, so there are call statistics, recording and storage of conversations.
Communication in messengers
In addition to mobile communications, messengers have also become widely used in business life. Today, companies create corporate accounts and business channels to quickly contact clients. This way, you can not only improve the quality of service, but also increase the flow of potential buyers who prefer to communicate in WhatsApp and Telegram.
Messengers can be used for correspondence and voice messages, as well as for handling calls, for example, directly in Telegram. Thus, the company has a new channel for communication with the full functionality of a virtual PBX. Here you can receive and make calls, keep statistics on customer requests and record calls, and set up different routing scenarios.
Image 5 Office telephony and services for handling customer requests
The “Telegram Call Processing” service from Telphin is an alternative solution for the 8800 number. You can call numbers in the federal code from the messenger anywhere where there is Internet, from any city in Russia. In this way, the company reduces communication costs, since calls in this case are not charged either for clients or for the company. And if the client’s number is not specified, you can even call the account.
To improve the efficiency of the company’s employees, it is possible to integrate messengers with the corporate CRM. This solution allows you to correspond with clients in WhatsApp and Telegram and record this data in the client base. Additionally, you can set up the function of sending messages and establishing contacts with the client base.
Omnichannel approach in communications
Having a variety of services for processing customer requests is a must have for modern companies. However, organizations are gradually moving away from multichannel and a large number of unrelated communication channels. In such a “zoo” of solutions, it is difficult to comply with customer service standards; you can simply get confused, and as a result, lose a customer.
Now companies use omnichannel communication in their work , that is, the number of communication channels does not decrease, but they are all connected to each other and create a single experience for the client in all areas. The corporate CRM stores a single history of cooperation, dialogues are conducted continuously and within a single window. And clients communicate with the company where it is convenient for them.
Thus, a competitive organization today is focused on customers. Customers see that the company pays attention to details (different communication channels, minimum waiting time on the line, etc.), begin to trust you and become your loyal customers. No secrets, this is just competent telephony of your business and office, in particular.
