After that, however, any calls you want to make must be notified to the switchboard operator of your intended destination before they can manually route them to you.
Now, combined with future-ready Voice over Internet Protocol (VoIP) phone systems, a virtual switchboard drives the process of connecting callers to everything from other people to pre-recorded resources and live AI assistants. can regulate.
This makes virtual switchboards an ideal solution for remote businesses with geographically dispersed teams, as they provide a cost-effective means of simplifying and streamlining the transition from legacy technology. Modern business phone service.
What can a virtual switchboard do?
A virtual switchboard is basically software that works like a private branch exchange (PBX). Instead of a hardware PBX, companies can opt for software that gives them similar control over their phone system: Administrators can set up call routing, voicemail, new user accounts, conference bridges, phone menus, etc.
On the front end, acts like a virtual switchboard. Auto attendant which delivers the callers to their desired destination without any human intervention. It allows customers to manage some or all of their needs without having to speak to an agent, which usually is Increases critical call center metrics. such as first call resolution (FCR) and containment rate.
On the back end, a virtual switchboard reduces operational costs and Improves call flow.. For one thing, you don’t need to staff or train a receptionist to perform the function, because once you’ve set up your virtual switchboard and configured your call flow (including all the important checkpoints and menus), the system runs itself. Your only task then is to periodically review it and ensure that your procedures are effective enough to meet your operational standards and goals.
Even better, the same VoIP system that powers virtual switchboard technology also offers seamless integration with other predictive advancements, including interactive voice response (IVR) and automated call distribution (ACD). These help allocate calls more efficiently, and reduce the overall call load on existing agents by offering self-service options to callers.
You can expect your VoIP virtual switchboard to come with the following key capabilities to help streamline your day-to-day operations.
- Call Routing: Connects callers to the correct information or department without the need for human intervention.
- Virtual Receptionist: Greets callers with a menu of personalized recorded messages to set the right tone for your business.
- Automatic call menu: Guides the caller. IVR call flow with self-service options which promotes a better call experience and frees up agents.
- Call recording: Collects critical data for compliance with insights into caller needs and behaviors.
- Multi-device configuration: Routes calls to remote agents on various work-from-home frameworks using call groups, find me/follow me, etc.
- Business Phone Number: Allows you to continue your existing company contact lines or choose from a selection of local and vanity business numbers.
- Integration: Mix and match features to suit your needs, including IVR, ACD, and the latest machine learning (ML) and AI-based predictive technology.
Many of today’s Best VoIP Providers In addition to in-depth analytics tools, these virtual switchboards offer access to features, giving you constant opportunities to optimize, simplify and improve your business practices.
Setting up a virtual switchboard
The initial setup process of Virtual Switchboard is quite simple. It starts with comparing providers and choosing one that offers all the important VoIP features for your particular business. While you may not use every feature available right now, you want a VoIP system that can scale with you over time — so think and consider beyond what you need right now. How you will achieve future goals and manage progress.
See: Discover. How Much Should a VoIP Phone System Cost?
After identifying a provider with the right capabilities and appropriate cost structure, the next step is to port your old numbers to the new provider.
Important: Do not cancel your old service until your new service starts — you may experience delays or lose your current number. The whole process takes a few weeks. You have to. Sign an LOA before porting your old numbers..
Unless you are. Hosting your own VoIP server (ie you are installing your virtual switchboard on servers that your company manages), the next step is to add new phones and users to your new phone system.
You will need to be comfortable with the online user interface so that you can quickly navigate the main menu and find relevant data. To help you and your team get up to speed, your provider will offer support through tutorials and access to its help desk—use these resources and make them available to anyone who needs help. Going to use the new system.
Once you have a solid understanding of the interface layout and functionality, you can start customizing your virtual switchboard. With just a few clicks, you can add customers, record and organize voicemails, and set up your customer call flow – all from one simple interface.
From there, you can quickly and easily configure your menu options for all of your key business lines, tailoring the flow for each separate number.
Ideal use of virtual switchboards
Even Cheap VoIP services Come with a virtual switchboard that can handle all the basic phone management responsibilities that a small business needs, such as basic call handling, routing, tracking, voicemail, conference calls, etc.
At the other end of the spectrum, contact center software is going to integrate every channel you use into a single virtual switchboard — talk, text, email, chat, and more — all in one central platform. which allows agents to view The entire customer relationship at a glance.
Many modern businesses use virtual switchboards as a central feature of their day-to-day operations. We have listed a few different examples of them below.
Remote companies
Not only can a virtual switchboard be created and updated from any location, it can also be used to route incoming phone traffic to employees and partners working offsite.
This is a huge advantage for teams that don’t work in one central location, such as an e-commerce business that manages incoming calls, processing orders, dealing with customer service issues, and other pressing needs.
Besides the operational benefits, creates a virtual switchboard. Remote work security Very easy. Once employees sign into the phone service, they are on the vendor’s network and are responsible for keeping communications secure and private. This is much easier than trying to manage VPNs at scale. Much less expensive than MPLS. and other on-premises solutions.
Field service companies
The rise of complex services such as smart home devices and solar panel technology means more technicians on the road providing on-site installation, maintenance and repair.
A virtual switchboard enables callers to reach these technicians in the field. It can also be merged with Field service management software to allow automated self-service options such as appointment scheduling or visual IVR.
See: Five illustrative use cases for visual IVR.
Call centers
Good call center software Will be a very capable virtual switchboard. It maximizes both caller and agent time by routing incoming traffic to the right destination. It also promotes self-service solutions that improve the overall customer experience while saving agent time to deal with more complex issues.
As a core part of VoIP telephone systems, virtual switchboards integrate with other systems such as IVR, ACD, and Payment gateways.
Change of legacy systems
Companies looking to make the leap from a PSTN to a VoIP system may consider a virtual switchboard to be their new best friend. It is also possible to integrate this advanced solution with an on-premises PBX. SIP trunking provider. This allows you to continue using your PBX, desk phones, fax machines, and other devices while you migrate at your own pace.
In this case, they’ll be able to access a software-based interface that’s simpler and faster than its clunkier copper-wire counterpart.