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What is Cloud PBX?

Cloud PBX can be defined as a virtual telephone system which enables safe and secure business telephone system with the help of internet. The cloud private branch exchange abbreviated as Cloud PBX is the newest PBX system that has many benefits when compared to the onsite PBX, where all the primary function of the system is done through the company servers.

It is usually developed, delivered and maintained by a third party making it cost effective yet reliable solutions for small as well as medium businesses. It offers to ramp up flexibility based on the expansion of the business.

As with every system, the cloud PBX has its own advantages as well as disadvantages. Let us take a look at them.

Adaptable: every business wants to grow, so naturally any system that is deployed has to be scalable according to the expansion of the business. Cloud PBX is exactly that system.

Cost effective: since the service is provided and maintained by a third party, small business can save the capital investment of the in house equipment installation and maintaining the system.

Flexible system: Cloud PBX provides businesses with the latest and greatest feature without any hardware upgrades. Users can be added or removed from the system almost instantaneously.

Virtual presence: This system enables businesses to have virtual offices that give them a presence anywhere in the world. Businesses can make their virtual offices in specific local areas where their targeted customers are present or expand on a global scale.

Security: Cloud PBX is less secure than the onsite PBX due to the fact that the entire system is being hosted on the internet. usually, when a third party is involved, in the event of a cyber attack, the response is less than favorable. So it is advisable to check for the security measurements and reliability for the service provider.

Quality of the call: since the system runs on the internet, the call quality varies depending upon the internet speed at the business site. Slow internet leads to unreliable calls which in-turn makes the entire business look bad.

What is Cloud IVR?

Cloud IVR can be understood as the presence of interactive voice response (IVR) in the system service platform and various other functionalities that leverage the benefits of cloud-based technologies. Cloud IVR is based on “pay as you use the system” which includes a modern on-demand IVR platform. This enables businesses to serve their customers well while simultaneously optimizing the interactions an agent has.

In the previous technological era, the contact center position has to procure an on-premise public branch exchange PBX switch that has integrated automatic call distributor functionality (ACD). This entire system comes with a basic built-in IVR module from established service providers.

The traditional IVR system has huge capital cost accompanied by maintenance and frequent upgrade to keep the entire system up to date. But with the introduction of the cloud IVR, a novel solution is made available to the people who wanted reliable service but did not prefer an in-house system.

With the event of session initiation protocol accompanied with, Cloud virtualization that enabled call delivery with the help of virtue interconnects, everything changed. Cloud IVR has the ability to immigrate legacy IVR functionality accompanied the business process to the cloud. This eliminated the need for expensive upgrades, professional service and real estate required for maintaining a data center.

This system provides the latest features in the IVR world that is cloud-based. It is maintained and monitored each working second by professionals. Since this is a consumption-based system, a business can ramp up their requirements to deal with surge calling during product or service demand season.

It opens up access to the IVR experts developers who supply complex IVR application which is essential in business development. The application includes self-service application with speech recognition, voice biometrics, virtual agent capabilities, automation, and various other capabilities.

What is call blasting?

Call blasting is one of the advance modern telecommunication techniques and one of the greatest features of the PBX system that allows any kind of business to connect to hundreds of customers simultaneously. It also allows the broadcasting of messages to thousands of customers. All that is needed is to select a pre-recorded message and the set of customer contacts. The rest is taken care of by the advance call blasting system.

The system can be useful in the call blasting campaign which will influence thousands of customers with minimal effort. Businesses can also set the time that the call blasting campaign will come into existence depending upon their requirement. All the software have the dashboard feature that will allow monitoring of the people listening to the live message, numbers of calls that have been forwarded to the voicemail and number of rejections.

This is a simple yet effective way to inform customers, clients and employees of important changes and updates that are essential. All with a single click of a button. This results in hundreds of saved working hours that can be put to effective use elsewhere which are otherwise wasted in calling hours.

Call blasting not only enhances the business brand but also results in a lasting impression with the customers. Some of the uses of call blasting are to broadcast emergency messages like an environmental disaster, poll campaign, surveys, advertisements, and other similar purposes.

What is an automated phone call system?

Automated phone calling system is a telephonic system which has the ability to interact with the caller without any involvement of humans other than the recipient. This automated calling system places the call to the predetermined customers, students or employees and delivers the intended message.

Modern calling system can automatically import thousands of caller details from a database such as spreadsheets or other contact management system. Using sophisticated servers, the calling system places the call and when it detects a human voice, it will play the intended message that has been pre-recorded. The system can also detect if the call has been forwarded to voicemail or has been answered by a machine and can play an alternate message.

This system can be helpful in saving man-hours by automatically dialing the customers to remind to make the due payment or reschedule an appointment. This can be done to thousands of contacts within a span of a few hours.

The key difference in the automated calling system is that it is not robocalling. The broadcasting details can also be monitored live so that the customer can know effectively that the message has been delivered or not.

What is Softphone?

To say in simple terms, a softphone is a software version of the business desk phone/ personal smartphone. It can communicate with any device that is compatible with the software.

The softphone software can run on a smartphone or a desktop but will use the internet connection to communicate with the voice service provider. In some cases, the softphone connects directly to the system to enable calls with your phone number or the extension number linked to the account. To make the working easier to the user, softphone will use the phone data connection, office or home wifi or even the plugin modem to receive or make calls.

Using a softphone is similar to any kind of phone or computer application. It will use the phone/ computer speaker and microphone to enable the call. Think of this as your virtual calling app which is very similar to the native calling app but with so many added benefits.

So what are the benefits of using a softphone application on any kind of hardware?

Compatibility: it is compatible with a range of devices such as Android phones/tablets, iPhone and iPad. additionally, it can also run windows based machines and on macOS. As long as you are connected to the internet, you always have access to important customers and clients. Ideal for business commuters: For people having to take frequent business trips, this is ideal. They can use the softphone on their smartphone for business related work and also use their smartphone for personal use.

Cost-effective: the application costs peanuts when compared to a high-end smartphone but provides valuable service for business. The minutes that you talk will be added against the plan Talktime and you can always top up in case you run out.

What is a VoIP phone?

A VoIP phone is a software that can work with proprietary hardware or generalized hardware such as smartphones which uses voice over internet protocol to make or receive a call with the help of an IP network. It converts analog signals into digital format to send over the internet and convert the digital received signal into the standard telephone signals.

Some phones require a separate power adapter while most of them work with power over ethernet which is very convenient. The phones have complex working methods such as protocol management to make communication over the internet. H.323 is the standard protocol that enables such communication call of the VoIP phones. Not only the phone calls but video call, as well as data file transmission, is also supported by these phones which makes them ideal for the businesses that are geographically separated. Some of the features of VoIP phones are the ability to control calls and bandwidth management.

Now let's look at the types of VoIP phones.

VoIP phones are basically divided into hardware-based phones as well as software based.

Hardware-based phones are more traditional to look at (cordless phones). They have a dial-pad, caller id speaker and microphones. They also include conference calls, transferring calls and support for multiple users. They can also be used as a video telephone.

Software-based VoIP phones are traditionally called as softphones. They are a simple application that have all the features of a hardware-based VoIP phone but can run on common devices powered by Android OS as well as iOS. They can also be used on a computer in the form of an application.

What is the toll-free number?

Toll-free numbers are specific telephone numbers that start with a special 3 or 4 digit code so that the one who is placing the call will not be charged for it. These special numbers allow the caller to reach out to a service or a business from their area without the charge of the long distance call, thus helping the customers as well as business.

It is popular in the customer calling service industry. These numbers provide an easy method of communication between customers and businesses. Some toll-free numbers also support free messages. Numbers that usually start with 800, 888, 833, etc are toll-free numbers.

These numbers are assigned on a first come first serve basis unless and until a business wants a specific number. if you want a toll free number, you have to contact RespOrgs (responsible organizations). They are the governing authority in assigning these numbers. The FCC has for the first time in 2018 conducted an auction for some 17,000 toll-free numbers through its auction portal.

Toll-free numbers are also famous for their vanity number. These look like 1-800-27753 but in turn, mean 1-800-apple when looked on a phone numeric pad. These are very famous as various types of businesses want a toll free number with the vanity number as their business name.

 

what we offer

Our Services

Hosted PBX

Cloud PBX, a system based on Cloud Computing technology. Data in cloud PBX is stored and transferred over the Internet itself...

Call Center Solutions

The process of linking together different computing systems & software applications, to act as a coordinated whole.

VoIP Telephony

It's the process of designing the data & functions of the system, and then implementing in the system.

Toll Free Number

It's a business analytics, It provides interactive visualizations with business intelligence capabilities.

SIP Trunking

It involves moving a set of instructions/ programs, from one platform to another, minimizing reengineering.

Auto Dialer

Goal of BPA is to not only automate business processes, but to simplify & improve business workflows as well.

Click-To-Call

It's a business analytics, It provides interactive visualizations with business intelligence capabilities.

SMS Service

It's a business analytics, It provides interactive visualizations with business intelligence capabilities.

Call Blasting

It's a business analytics, It provides interactive visualizations with business intelligence capabilities.

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Frequently Asked Questions
What is Auto Dialer?

The auto dialer makes the best out of the customer data, and it excludes not so productive number such as DND or Fax line. You can also set the dial ratio as required. Auto dialer efficiently controls the daily work pressure of the call centers by distributing the connected calls among the available agents.

In addition to this, it can also play a recorded audio file when a call connects. So, it’s a multi-purpose outbound tool.

What is Predictive Dialer?

Predictive dialer software dials number automatically at the right time, And as soon as the call connects to human, it routes it to the next available agent.

Voice Broadcast calls.

Voice broadcasting is less intrusive than direct marketing, and it offers you the opportunity to add a personal touch to your communication. When people hear your voice, it allows you to show a more personal side of your brand, further establishing that important connection that builds trust.

Surveys.

As a small business, knowing what your customers want, like, and need is vital to continued growth. One of the ways you can gather this important feedback is by conducting surveys.

Voice broadcasting is a medium you can easily use to ask your customers questions about your products, what they like and don’t like, and also what, if any, improvements or additions they would like to see. This information will allow you to keep a close pulse on the deep needs of your audience so you can continue to solve their problems and fulfill their needs.

Inbound, outbound and blended call handling.

It can also be used in blended call centers where you have a mixture of both.

In case of inbound calls, the Vicidial system identifies the number that is calling from the data it has been fed beforehand, and automatically routes it to the customer service executive assigned to that particular customer.

In case of new customers, it assigns the call to an agent who is free and keeps that data stored for further calls.

In terms of outbound calls, a series of numbers are provided to the auto dialer and it calls them automatically, assigning the call to an agent freely to take calls once they connect.

Web-based agent and administrative interfaces.

One of the contributors to VICIdial’s popularity all over the world is the ease with which its interface can be understood and navigated.

The platform runs from your computer directly using an internet connection and has provisions for public data folders, clear administrative provisions like security and accessibility measures, sub-directories for different access features and simple user experience formats.


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