A business phone system is a multi-line phone network built to facilitate the unique needs of business communication. It handles large call volumes and provides advanced features for efficient call management. Business phone systems route all the inbound, outbound, and internal phone calls made within an organisation.
Have a single number that your customers can reach out to you on. This number needs to be easy to remember and used in all your collaterals.
Private branch exchange phone systems enable voice communication over the PSTN or Public Switched Telephone Network by using circuit-switched telephony. This means that voice is transmitted over physical copper wire networks, in the form of analogue signals. There are two types of PBX phone systems:
Voice over Internet Protocol or VoIP phone systems use the IP network to transmit voice communication (and other forms of multimedia communication). They use packet-switched telephony to transmit and receive communication data over the internet (or LAN), resulting in lower overall call rates. In most cases, these phone systems are interfaced with PSTN via adapters. This allows VoIP phone systems to route calls to and from the PSTN network. They can further be classified into two types:
Cloud PBX/VoIP phone systems empower you with data and allow you to have a bird’s-eye view over your department’s operations. They come with detailed reports that give you the insights required to improve processes and increase productivity while allowing you to accurately track each and every KPI for all your agents.
Cloud VoIP/PBX phone system providers continuously update their infrastructure and implement the latest technology available. This means that businesses with access to cloud PBX/VoIP phone systems get to use the best features for their business communication. On prem phone systems on the other hand, get outdated quickly.
You can have your cloud PBX/VoIP telephony system up and running in less than an hour if implemented via cloud PBX/VoIP whereas it can take up to days to set up an on-prem business phone system. Exotel takes care of the hardware and software involved, freeing up time for you to focus on your core business activities.
Cloud PBX/VoIP gives you more control and flexibility over your business telephone system. You can add/remove agents on the go whereas it requires a lot more time and effort in doing the same in a traditional setup.
One of the biggest advantages of having a hosted/cloud phone system over an on-prem phone system is the freedom from all the wires and the bulky hardware. All you need are phones. This also means no dedicated space required for storing the hardware.
Empower your teams by integrating cloud telephony with your favourite CRM or help desk tool. This makes things convenient by enabling your agents to make and receive calls contextually, from within the dashboard.
Moving to the cloud means that your employees can make and receive calls from anywhere, anytime, which is not possible with an on-prem phone system. This results in an increase in call-pickup rates and overall productivity.
Cloud phone systems with you and scales seamlessly to accommodate all of your business needs, in a pay-as-you-go model. This is a far cry from all the time, effort and costs involved in scaling an on-prem PBX/VoIP system.
There might be many types of business phone systems, but the objective is the same – to enable effective, reliable and efficient customer communication. Regardless of the type, business phone systems must have some basic features that call centres cannot do without. Here’s a list of 8 such features:
An Interactive Voice Response is a pre-recorded voice that interacts with customers to collect their input. This input is then used to create the desired outcome – talk to a specific department, read out a customer’s account balance, etc. Businesses can use IVR to automate processes, increase efficiency, and resolve customers’ issues faster.
This feature helps increase the productivity of agents by cutting down on the time it takes to look for a number and dial it manually. Auto dialers dial customers up automatically after the previous call has ended. The wait time and breaks can be pre-programmed into the system according to requirements.
Businesses need call recordings for a whole lot of reasons. Some of the most common use cases are audits, dispute resolution, and training agents. Exotel automatically records each and every call made, and the recordings can be accessed and shared easily from the dashboard.
With integrations between your help desk/CRM and Exotel, your agents don’t have to scramble for information every time a customer/prospect calls. The complete information of the customer calling/being called is displayed automatically on the dashboard. This allows agents to personalize communication and improve customer experience.
Call transfer allows agents to route a call to other agents or departments as and when required. This happens within the click of a button and the customer doesn’t have to go through the hassle of dialing another number again. The call transfers come in handy when the customers end up in one department even though they intend to speak to another or when an agent realizes that another agent might be able to resolve an issue better.
Another important and often overlooked functionality is enabling your agents to work remotely. Business phone systems should have the capability to route calls to agents’ mobile phones. This gives your employees the flexibility to work from home and increases their productivity.
Also known as automatic call distribution, this feature is the backbone of any call centre. It decides how and when calls are routed based on pre-set conditions. This helps route calls based on geography, previous call history, priority, business hours and results in reduced wait times.
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
The number masking feature has been a very worthy addition to making our customer experience even better.
We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
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