Top 10 Hosted PBX Features
As organizations continue to evolve in the tumultuous period following the Great Recession, each is researching new processes and products that will assist them in maintaining or growing their business. A majority of businesses have retrenched during this time becoming more efficient by eliminating staff, closing offices, and re-engineering customer acquisition and retention to maximize employee productivity.
Advanced communication technology is available that enables businesses to leverage their communications network so they can enhance their business productivity without adding additional headcount or occupying limited office space. In other words, the Hosted PBX.
Here are the top 10 business productivity enhancing features of a Hosted PBX system:
The auto-attendant service is in charge of call answering, therefore eliminating the need for a full-time receptionist while routing calls seamlessly to their intended recipients.
2. Call Forwarding:
(1) When a calling destination is not available to take a call the system will route the call to another telephone number. (2) When a caller needs to speak with someone else inside organization the system enables a person to forward the caller to another extension.
Ability to leave an electronic message when the telephone is not answered. Hosted PBX voicemail options include Never Full Inbox, Voicemail Interrupt, Personal Greeting, Phone, Email, and Text Notifications.
4. Call Queuing:
Automatic Call Distribution (ACD) queuing quickly distributes callers to their desired calling destinations. Call queuing reduces the time customers wait for their call to be answered. Call queuing delivers the call immediately to the proper department which reduces the entire call time.
5. Call Recording:
This can be either from the start of a call or by some kind of soft key to initiate it during a call. Call recording is critical for accurately understanding and addressing customer issues. Call recording is an excellent tool for quality control to ensure consistency in message and employee performance.
6. Call Waiting:
Designates that a call is in queue awaiting an open extension and alerts all extensions that are logged-in but already on another call. Call waiting provides a sense of urgency for employees to complete their current calls as soon as possible to reduce the time that customers wait for a response.
7. DID / DOD:
The ability to dial into an extension and out of an extension that sits behind a business PBX. Enables calls to be routed directly to an extension or from an extension. This features speeds up the process of contacting a person inside an organization.
8. Do Not Disturb:
The Hosted PBX Do Not Disturb (DND) feature is the ability of a phone to ignore any incoming calls. Typical configurations either turns the ringer off or mutes the ringer. The call rings as normal but does not alert the caller. The call is then managed by a preconfigured method programmed in the no-answer event. This is a critical feature for those times that require the ultimate in a person’s attention to complete a project or task.
E911 systems automatically provide calls to emergency service personnel. E911 provides caller’s call back number and, in most cases, location information. E911 is a hosted PBX feature you hope that you never use but it’s critical when you need help in an emergency situation.
Interactive Voice Response (IVR) is a system that allows providers to create complex menus which enables callers to navigate by using touch-tone key-presses or via spoken commands. IVR systems can be used as a portal to access remote information such as Appointment Scheduling, Ordering Services, Customer Billing, and Customer Service.
Randall Smith – 1stel Project Manager