CyburDial’s Quality Control Module is a powerful tool that leverages artificial intelligence (AI) to ensure that call center interactions align with company policies and standards. Here’s an overview of how it works and its key benefits:

1. Real-Time Data Analysis:
CyburDial’s Quality Control Module continuously monitors live calls in real-time. This AI-driven analysis goes beyond traditional call recording and post-call evaluations, enabling immediate feedback and action during ongoing interactions.

2. Keyword Detection:
The module uses AI algorithms to identify specific keywords or phrases during live calls. These keywords are predetermined based on company policies, compliance regulations, or customer service standards. When flagged keywords are detected, the system takes action.

3. Flagging and Alerts:
If a flagged keyword is detected, the Quality Control Module can trigger alerts for supervisors or quality assurance teams. This allows for immediate intervention or further monitoring of the call. Flags can be customized to prioritize certain keywords or phrases over others.

4. Compliance and Policy Enforcement:
The module assists call centers in enforcing compliance with industry regulations and company policies. It ensures that agents adhere to scripting guidelines, maintain a professional tone, and avoid language that could lead to legal or reputational issues.

5. Performance Improvement:
In addition to compliance monitoring, the Quality Control Module helps in performance improvement. It provides real-time coaching opportunities for agents by identifying areas where they may need additional training or guidance.

6. Detailed Reporting:
The system generates detailed reports on flagged interactions, allowing supervisors and managers to review and analyze the data. This information can inform coaching sessions, training programs, and process improvements.

7. Customizable Rules and Thresholds:
CyburDial’s Quality Control Module allows businesses to customize the rules and thresholds for keyword detection. This flexibility ensures that the system aligns with the unique needs and policies of each organization.

8. Enhanced Customer Experience:
By monitoring and addressing issues in real-time, CyburDial’s Quality Control Module helps ensure a consistent and high-quality customer experience. It reduces the risk of customer dissatisfaction due to agent behavior or language violations.

9. Data Security:
The module maintains data security and privacy by adhering to encryption standards and access controls, ensuring that flagged interactions are handled securely.

In summary, CyburDial’s Quality Control Module, powered by AI, offers real-time monitoring and analysis during live calls, allowing for the immediate identification and flagging of keywords or phrases that violate company policies or compliance standards. This proactive approach helps maintain call center quality, compliance, and the overall customer experience. Check out the video at the top to learn more.

CyburDial’s adaptability and integration capabilities are key strengths, making it easy to seamlessly integrate with most Customer Relationship Management (CRM) systems and other management software. Here’s how CyburDial achieves this flexibility:

1. Open APIs:
CyburDial provides open Application Programming Interfaces (APIs) that allow for smooth integration with a wide range of third-party software applications. These APIs enable data exchange and communication between CyburDial and other systems.

2. CRM Integration:
CyburDial can be integrated with popular CRMs, such as Salesforce, HubSpot, Zoho CRM, and many others. This integration ensures that customer data and call center interactions are synchronized, providing agents with a comprehensive view of customer history and preferences directly within their CRM interface.

3. Custom Integration:
For businesses using proprietary or customized CRM systems, CyburDial offers the flexibility to create custom integrations tailored to specific needs. This allows for a seamless flow of data and information between CyburDial and your unique CRM solution.

4. Data Synchronization:
Integration with CRMs and management software ensures that call center agents have real-time access to customer records, enabling them to provide personalized and efficient service. Customer information, call notes, and call outcomes are automatically updated in the CRM.

5. Improved Efficiency:
Integration streamlines workflows and reduces manual data entry, saving time and reducing the risk of errors. Agents can focus on customer interactions rather than administrative tasks.

6. Enhanced Reporting and Analytics:
Integration allows for a more comprehensive analysis of customer interactions. Call data can be combined with CRM data, providing valuable insights for decision-making and performance monitoring.

7. Customized Workflows:
Integrating CyburDial with your CRM or management software enables the creation of customized workflows that align with your business processes. This ensures that calls and data follow predefined routes and protocols.

8. Multichannel Integration:
CyburDial’s integration capabilities extend beyond CRM systems. It can also be integrated with other management tools, such as marketing automation software, helpdesk systems, and e-commerce platforms, providing a holistic view of customer interactions.

9. Scalable Integration:
CyburDial’s integration capabilities are scalable, allowing for the integration of additional software and systems as your business evolves and expands.

In summary, CyburDial’s ability to integrate seamlessly with most CRMs and management software empowers call center agents with the information they need to deliver exceptional customer service. It streamlines operations, enhances data synchronization, and supports efficient workflows, ultimately improving the overall customer experience.

CyburDial’s multichannel capabilities, including WebRTC technology and robust encryption measures, enable call centers to offer versatile, secure, and efficient communication options to customers. Here’s an overview of these features:

1. WebRTC Technology:

WebRTC (Web Real-Time Communication) is a core component of CyburDial’s multichannel capabilities. It’s a browser-based technology that allows for real-time audio and video communication directly within web applications, as well as the ability to send emails and SMS messages directly within CyburDial’s agent interface. Here’s how CyburDial leverages WebRTC:

• Seamless Browser-Based Communication: CyburDial’s call center solution enables agents and customers to communicate via voice and video directly within web browsers, eliminating the need for additional plugins or software installations.
• Low Latency: WebRTC technology minimizes communication delays, ensuring that interactions are smooth and responsive, which is crucial for maintaining customer satisfaction.
• Cost-Effective: Since WebRTC operates through web browsers, it eliminates the need for traditional phone lines, resulting in cost savings for call centers.

2. Encryption for Data Protection:

CyburDial places a strong emphasis on data security and privacy. The solution incorporates encryption measures to protect all aspects of communication:

• Secure Data Transmission: Voice and video calls, as well as data transfers, are encrypted to prevent eavesdropping and unauthorized access during transmission.
• End-to-End Encryption: CyburDial employs end-to-end encryption for chat and messaging, ensuring that only the intended recipients can access the content.
• Secure Data Storage: Customer data and call recordings are stored securely with encryption to safeguard sensitive information.
• Compliance with Regulations: CyburDial’s encryption practices align with industry-specific regulations (e.g., GDPR, HIPAA) to meet data security and compliance requirements.
• Secure Web Communication: WebRTC communication within browsers is protected through secure protocols, ensuring that customer interactions are confidential and safe.

These multichannel capabilities, combined with robust encryption measures, allow CyburDial to offer a secure, reliable, and versatile call center solution. It ensures that customers can interact with your call center through their preferred channels while maintaining the highest standards of data protection and privacy compliance.

CyburDial offers robust real-time reporting and analytics capabilities, providing call centers with valuable insights to monitor performance, make informed decisions, and continuously improve customer service. Here’s a closer look at CyburDial’s real-time reporting and analytics features:

1. Live Dashboard: CyburDial provides a live dashboard that offers an at-a-glance view of key call center metrics in real-time. Supervisors and managers can access this dashboard to monitor ongoing call activities, agent performance, and campaign statistics.
2. Customizable Metrics: Users can customize the metrics and KPIs displayed on the dashboard to align with their specific business goals. This flexibility ensures that call center managers focus on the metrics most relevant to their objectives.
3. Historical Reporting: In addition to real-time data, CyburDial offers comprehensive historical reporting. Users can generate detailed reports on call volumes, agent productivity, customer satisfaction, and more. Historical data allows for trend analysis and long-term strategy planning.
4. Agent Performance Metrics: CyburDial’s analytics tools enable supervisors to track agent performance closely. Metrics like call handling time, first-call resolution rates, and customer satisfaction scores can be monitored to identify areas for improvement.
5. Campaign Analysis: For outbound campaigns, CyburDial provides real-time insights into campaign performance. Supervisors can track call outcomes, answer rates, and campaign success metrics, allowing for immediate adjustments to improve results.
6. Customer Journey Tracking: Gain insights into the customer journey by tracking interactions across channels and touchpoints. Understand how customers move through the sales or support process to optimize engagement strategies.
7. Custom Reporting: CyburDial allows users to create custom reports tailored to their unique needs. This feature enables in-depth analysis of specific aspects of call center operations, such as agent adherence to scripts or the effectiveness of marketing campaigns.
8. Alerts and Notifications: Set up automated alerts and notifications based on predefined thresholds. Receive real-time alerts for issues like call abandonment rates exceeding a certain percentage, enabling quick responses to critical situations.
9. Integration Capabilities: CyburDial’s reporting and analytics tools can integrate with other business intelligence solutions and data analytics platforms, enhancing the depth and breadth of data analysis.
10. Data Export: Easily export reports and analytics data for further analysis or to share with stakeholders. Data can be exported in various formats, including Excel, CSV, and PDF.

CyburDial’s real-time reporting and analytics capabilities empower call center managers and supervisors with the information they need to optimize operations, boost agent productivity, and deliver exceptional customer experiences. With the ability to make data-driven decisions on the fly, your call center can stay agile and responsive to changing customer demands.

Starting a Successful Call Center: A Comprehensive Guide

Starting a call center can be a lucrative business venture, provided you approach it with careful planning, the right strategy, and a commitment to delivering exceptional service. In this comprehensive guide, we’ll take you through the essential steps to launch and run a successful call center.

Step 1: Define Your Niche and Services

The first crucial step in starting a call center is to define your niche and the services you will offer. Consider the following questions:

• What industries or sectors will you cater to? (e.g., tech support, customer service, telemarketing)
• What specific services will you provide? (e.g., inbound calls, outbound calls, live chat support)
• What will set your call center apart from competitors? (e.g., specialization in a particular industry, multilingual support)

Step 2: Conduct Market Research

Research is key to understanding your target market and competition. Identify potential clients, their needs, and pain points. Analyze your competitors to see what services they offer and how you can differentiate yourself. Market research will help you make informed decisions about pricing, staffing, and marketing strategies.

Step 3: Develop a Business Plan

Create a detailed business plan that outlines your vision, goals, and strategies. Include financial projections, funding requirements, and a timeline for growth. A well-structured business plan is essential for attracting investors and lenders if needed.

Step 4: Secure Funding

Determine your startup costs, including office space, equipment, technology, and employee salaries. Explore funding options such as personal savings, loans, grants, or angel investors. Having adequate funding in place ensures a smooth start and sustainable growth.

Step 5: Set Up the Infrastructure

• Location: Choose a suitable location for your call center. It should have good connectivity, accessibility, and the necessary amenities for your employees.
• Technology: Invest in reliable call center software, phone systems, and CRM tools. Consider cloud-based solutions for scalability and flexibility.
• Furniture and Equipment: Provide ergonomic workstations, comfortable chairs, and headsets for your agents.
• Security: Implement robust data security measures to protect customer information and comply with data privacy regulations.

Step 6: Hire and Train Staff

Recruit and hire skilled and customer-oriented staff. Agents should have excellent communication skills and be trained in your specific services and industry. Continuous training and development programs are essential to maintain high-quality service.

Step 7: Develop Standard Operating Procedures (SOPs)

Create standardized processes and procedures for handling calls, resolving issues, and monitoring agent performance. Well-defined SOPs ensure consistency and efficiency in your call center operations.

Step 8: Implement Quality Assurance and Monitoring

Set up systems to monitor and assess agent performance. Implement quality assurance measures to maintain service excellence. Regularly review calls, conduct performance evaluations, and provide feedback to agents.

Step 9: Marketing and Client Acquisition

Develop a marketing strategy to attract clients. Consider online and offline marketing channels, networking, partnerships, and referrals. Highlight your unique selling points and industry expertise in your marketing efforts.

Step 10: Provide Outstanding Customer Service

Deliver exceptional customer service to build a positive reputation and secure long-term clients. Consistently meet or exceed service level agreements (SLAs) to gain trust and loyalty.

Step 11: Monitor and Optimize Operations

Regularly analyze key performance indicators (KPIs) to track the success of your call center. Identify areas for improvement and make data-driven decisions to optimize operations.

Step 12: Expand and Diversify

As your call center grows, consider expanding your services or entering new markets. Continuously adapt to industry changes and emerging technologies to stay competitive.

Starting a call center is a significant undertaking, but with careful planning, dedication, and a commitment to excellence, you can build a successful business that delivers exceptional service to clients and their customers.

Book a meeting with our business consultant today!

Unlocking Efficiency: How CyburDial Is Revolutionizing Call Centers and Solving Common Pain Points

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In the world of call centers, efficiency is the name of the game. Whether you’re managing customer support, telemarketing, or tech assistance, you know that even the smallest hiccup can cause headaches. But fear not, because CyburDial is here to change the game and transform your call center operations. In this article, we’ll explore some of the most common pain points in call centers and how CyburDial’s innovative approach is saving businesses both time and money.

Common Call Center Pain Points

1. High Operational Costs: Traditional pricing models for dialer solutions often involve per-seat charges. This means that as your call center grows, your costs skyrocket. Managing expenses becomes a complex puzzle that hinders your scalability.
2. Inefficient Dialing: Wasted time on endless calls that lead to dead ends is a call center’s nightmare. Low connection rates can result in agents twiddling their thumbs instead of engaging with customers.
3. Compliance Challenges: Staying compliant with ever-evolving regulations in the call center industry can be a daunting task. The consequences of non-compliance can be severe, leading to hefty fines and tarnished reputations.
4. Complex Pricing Structures: Trying to decipher convoluted pricing structures can give anyone a headache. The per-minute, per-seat, and per-feature pricing makes budgeting an administrative nightmare.
5. Scalability Concerns: As your business grows, adding new agents to your call center should be a breeze. But with traditional solutions, it often turns into a logistical challenge, and scaling can become a costly endeavor.

CyburDial’s Solution: Efficiency, Affordability, and Scalability

CyburDial is reshaping the call center landscape by addressing these pain points head-on.

Farewell to Per-Seat Charges

Say goodbye to per-seat monthly charges! CyburDial has introduced a groundbreaking pricing model that’s based on actual usage. This means you pay only for the minutes you use, not the number of seats you have. The benefits are clear:

• Cost-Efficiency: You no longer have to worry about ballooning costs as you grow your call center.
• Budget Clarity: Budgeting becomes straightforward, with no complex pricing structures to decipher.
• Scalability: Expanding your call center is hassle-free and cost-effective.

Skyrocketed Connection Rates with AI Technology

CyburDial’s secret weapon is its advanced AI technology. With predictive dialing, smart call routing, and local presence features, connection rates can reach up to a remarkable 95%. This means your agents spend more time talking to real prospects and less time waiting for calls to connect.

Compliance Made Easy

CyburDial is committed to keeping your call center compliant with industry regulations. Our system is equipped with features that ensure all interactions are secure and meet strict compliance standards.

Simplified, Transparent Pricing

No more confusion about what you’re paying for. With CyburDial’s transparent pricing model, you have full control over your expenses and can allocate your budget wisely.

Seamless Scalability

Growing your call center is now as easy as flipping a switch. CyburDial’s flexible solution allows you to scale up or down without hassle.

Embrace the Future with CyburDial

Don’t let common call center pain points hold you back. CyburDial is your partner in achieving efficiency, cost-effectiveness, and scalability. It’s time to transform your call center operations and unlock a future of growth and success.

Contact us today to learn more about how CyburDial can revolutionize your call center while saving you both time and money. It’s time to embrace the future!

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Call today to schedule a live demo – 1-833-DIALER-1

Revolutionizing Business Communications: Dialer.One’s AI-Powered Solutions

In today’s fast-paced business world, effective communication is essential. Whether you’re reaching out to potential customers or managing existing client relationships, the way you connect can make or break your success. This is where Dialer.One steps in, offering innovative AI technology to enhance connection rates and streamline communication processes, ultimately saving businesses time and money.

AI Numbers for Local Presence

Dialer.One understands the importance of establishing a local presence when engaging with customers. To address this, they employ AI numbers that automatically assign local area codes to your outgoing calls. This subtle but effective tactic increases the likelihood of prospects picking up, as they are more likely to answer calls from familiar area codes.

But Dialer.One doesn’t stop there. They also manage DID (Direct Inward Dialing) numbers efficiently. This includes adding new DIDs to the system and removing old ones marked as potential scam or nuisance callers. By automating this process, businesses can focus on what truly matters – connecting with legitimate prospects and clients.

AI-Driven Answering Machine Detection by AMDy

Wasting time leaving voicemails on answering machines is not an efficient use of resources. Dialer.One’s AI technology elevates answering machine detection levels to an impressive 97%. This means your agents will spend less time talking to voicemail systems and more time engaging in meaningful conversations with potential customers.

The result? Increased efficiency, improved agent morale, and significant time and cost savings.

DNC and TCPA Litigator Filtering

Compliance with regulations such as the Do Not Call (DNC) list and the Telephone Consumer Protection Act (TCPA) is paramount. Non-compliance can lead to costly lawsuits and tarnished reputations. Dialer.One offers a solution by implementing DNC and TCPA litigator filtering.

By cross-referencing your call list with these databases, Dialer.One ensures you avoid contacting individuals who have requested not to be called or are known litigators. This proactive approach not only keeps your business in compliance but also shields you from potential legal troubles.

STIR/SHAKEN Compliance

As the regulatory landscape evolves, staying up-to-date is essential. Dialer.One stays ahead of the curve by adapting to new dialing laws, including STIR/SHAKEN. These protocols are designed to verify the authenticity of caller IDs, reducing the prevalence of spam and fraudulent calls.

By integrating these technologies, Dialer.One helps boost your business’s productivity and performance while maintaining compliance with the latest industry standards.

In conclusion, Dialer.One’s AI-powered solutions are a game-changer for businesses seeking improved connection rates, efficiency, and compliance. With features like AI numbers, advanced answering machine detection, DNC and TCPA filtering, and STIR/SHAKEN compliance, Dialer.One empowers businesses to communicate more effectively, save valuable time and resources, and protect themselves from legal pitfalls. Embrace the future of communication with Dialer.One and stay ahead of the competition. Visit www.dialer.one for more information on how these cutting-edge technologies can benefit your business.

5 Keys To Building Out A Successful Call Center Infrastructure

Considering building out a call center infrastructure, or expanding or outsourcing your existing services? Learn how to start a successful operation here.

CALL TO LEARN MORE 1-833 DIALER 1

• Step 1: Take an honest inventory of your organization to ascertain if your business is ready for a call center.
• Step 2: Do your research and outline your organization’s goals.
• Step 3: Allow Your Organization’s Goals to Guide Your Hiring Choices.
• Step 4: Make Sure Your Call Center Has the Right Tools
• Step 5: Consider the Type of Skills Your Call Center Employees Need
• Some Additional Food for Thought
• In Closing

Dedicated Call Center
Service from US Agents

• Inbound Contact Center
• Quality Assurance
• Outbound Services
• Back Office Processing

Building Out A Call Center Infrastructure

A boom in business may necessitate the need for a call center infrastructure build-out. For small-to-medium-sized businesses (SMBs), not having the available capital to invest in something like an on-site call center, a call center outsourcing company would be the next best option. Even for those capable of investing in an on-site call center, they’ll quickly find out that to set it up properly, including hiring talented call-takers is no easy feat. With all the time, energy, and money required, getting it wrong is out of the question.

To help you determine if your organization is ready for a call center whether on-premise or outsourced, we’ve compiled seven critical steps to launching an effective call center infrastructure build-out.

Step 1: Take an honest inventory of your organization to ascertain if your business is ready for a call center.

One of the most important things any organization should do before establishing or outsourcing a customer care call center, you should be sure that your organization is ready for it. To achieve this, you should be able to answer Yes to the following questions:

✓ Is your organization’s customer base growing so fast that your staff has trouble managing the increasing traffic?

✓ Do you need specialized customer care agents to handle topic-specific customer service calls?

✓ Do you feel it’s necessary to hire additional sales associates to handle inbound marketing campaigns designed to expand your organization’s reach more quickly?

✓ Is your organization’s operating capital sufficient to start and maintain an in-house or outsourced call center?

If you were able to place a checkmark next to each one of those questions, then it’s safe to say your business is ready to start a call center infrastructure build-out. While many enterprises still prefer to hire sales and customer service representatives locally, a growing number have switched to outsourcing outside talent. Not only is doing so economical but saves them the trouble of interviewing, vetting, hiring, and training new staff members. They also don’t have to worry about spending additional capital on expanding office space and purchasing all the necessary equipment.

Step 2: Do your research and outline your organization’s goals.

It goes without saying that for any company to be successful, its leaders must have the long road ahead fully mapped out. This is a crucial step in forming an effective call center infrastructure. You can use the following processes to create a road map for your call center to follow.

Write Down Your Goals

Before you do anything else, it’s a good idea to write down a list of your goals. List what exactly you intend to achieve from creating or outsourcing a call center.

Conduct a Needs Analysis

After you’ve compiled a list of possible goals for your business, it’s time to conduct a needs analysis. When doing this, it’s a great idea to reach out to important people such as fellow leaders, investors, stakeholders, as well as current staff members. Their feedback will be instrumental in helping you build an effective call center infrastructure build-out. Ask them about some goals they, too, have for the growth and development of the organization. Also, ask them what issues they feel need addressing and how they think employing a call center will help resolve those issues. Of course, you can add any other questions to your needs analysis as you deem fit.

Consolidate Data

After conducting your needs analysis, it’s time to consolidate all of your data in order to identify your organization’s pain points, what solutions are currently working, and how a call center can potentially help in those areas.

Step 3: Allow Your Organization’s Goals to Guide Your Hiring Choices.

Once your organization has clear goals set in place for your call center infrastructure build-out, you can make choices that align with your budget, objectives, and organizational needs. This helps you and anyone you hire understand the purpose of your call center, making the hiring process easier. For example, if the purpose of your call center is to boost sales, you’ll want to hire candidates who are proficient English speakers, familiar with the customer relationship management (CRM) your company uses and have a reputation for producing results.

It goes without saying that finding a candidate with such skills involves a far different hiring process than finding someone to merely help answer the phone, transfer calls, and take messages. Your organization’s goals can also be used to figure out how many call center employees you need to hire. To do this, you’ll have to quantify your analytical data. From there, you can tell the number of call center agents required to cover your needs, the number required to continue expanding and be able to pinpoint any excess caused by hiring too many people.

Building an effective call center infrastructure build-out takes a different process depending on the company. Either way, if you have thoroughly conducted an analysis of your organization’s needs and defined your goals, that information can be used to assist in making your hiring decisions. By doing this, you’re ensuring that the people you hire are aligned with your goals.

Step 4: Make Sure Your Call Center Has the Right Tools

Before you even begin hiring a call center team, it’s crucial to be sure that you have the correct tools for them to do their job successfully. Below, we’ve listed some of the most important tools we think you should consider investing in before building or outsourcing your call center.

CRM

Your organization will need a centralized place to store all of your customers’ information if you’re outsourcing a remote call center. A great way for everyone on your team to access customer information, including remote employees, is through a CRM. A CRM is important for both in-house and off-site call center employees.

Time Analytics Software

Track how many hours your remote call center employees have worked and how they’re spending their time using time analytics software like Time Doctor. Keeping track of their time is important for a number of reasons:

1. Tracking their time makes sure you only pay them for the time they have actually worked. Time analytics software begins tracking employees’ time from the moment they actually start working until they stop.
2. It’s easy for you to integrate your company’s payroll and invoicing systems into most time analytics software solutions, making paying remote workers a lot simpler.
3. Time analytics software makes it quite easy to track how often your employees are actually working versus doing other things.
4. Time analytics software allows you to see if your company has too many people on the clock or if they’re getting swamped by inbound calls.

Cloud-Based Call Center Software

You’ll need to acquire a cloud-based call center software solution if you’re planning on hiring remote workers for your call center. Cloud-based software programs allow employees around the globe to access import data, whether your company’s needs are outbound, inbound, multi-channel, or blended. The only thing they’ll need to do is log in, and you’ll be able to track all of their interactions through a single system.

Whenever you’re setting up a cloud-based call center software solution, these are a few of the key features you should be looking out for. Keep in mind that not all solutions offer these sets of features. However, you can still identify which features are most critical to your specific needs and pick them accordingly.

Step 5: Consider the Type of Skills Your Call Center Employees Need

Before you can start the hiring process, you should think about what type of skills your call center agents should possess. This is an important step since anyone working in your call center will essentially be acting as employees of a physical storefront. They will be virtual representatives of your company and your brand; any interactions customers have with these call center agents will directly impact their overall opinion of your company and have an impact on its reputation.

Some Additional Food for Thought

Your business is growing. It took unwavering dedication and commitment to get this far. As a reward, you’ve earned the trust and loyalty of countless customers. To continue growing and expanding your company’s reach, you feel it’s time to allocate incoming customer service to a call center. If you’re contemplating investing in a call center infrastructure build-out, you should get well acquainted with everything it entails and all the options that are available to organizations of all sizes.

Back in the olden days, long before the mass proliferation of digital technology, calling an organization with a well-managed call center gave one the impression of professionalism. When speaking with pleasant and accommodating customer support agents, callers assumed they were dealing with a large, well-organized company. Some of the most iconic call center photographs were taken during the 1960s when the idea was still fairly new. They featured smartly dressed operators, sitting with a perfect posture, and a warm smile on their face as if each call they took meant the world to them.

However, as most of us can attest, decades of developmental and innovative stagnation in call center culture left a dirty stain on customer service in general. In an article published by Vice1, employing call center agents as customer service/slash inbound marketing/problem solver/verbal punching bag is a relatively new phenomenon. The original call centers were merely switchboards with operators transferring inbound calls of all sorts to the correct department.

Most small- and medium-sized companies weren’t big enough to warrant a switchboard, taking customer service calls handled by regular employees, office staff, and even the owners themselves. In an interview with Vice, Barbara Woolman Preston, the daughter of Delta Air Lines founder C. E. Woolman explained how her father would invite passengers over to his house for dinner if there were delays. Woolman was even known to allow passengers to spend the night at his house if delays lasted until the following day.

“All of a sudden he would call mother and have four people he was bringing home for lunch because they’d had a mechanical [delay with the aircraft] and they were on the flight, so he just brought them home for lunch. And mother would say, ‘Barbara, run out in the yard and pull us some corn.’ And I’d go pull about 36 ears of corn and bring them in, and she’d drop them in the water, and lunch was corn and bread and butter and coffee. And that was what we had to offer, and that’s what the airline passengers got when they were delayed,” Preston related.

Today, digital technology facilitates even the smallest business and newly launched startups to offer their customers an equally courteous and professional support experience. However, the huge difference with today’s call center infrastructure is that organizations no longer have to invest hundreds or even millions of dollars hosting it themselves. Advances in cloud-based phone systems now allow the outsourcing of call center processes at much lower operational costs. It also greatly decreases downtime while improving connectivity.

Contact center infrastructure includes software and hardware designed to run a contact/call center. This includes automatic call distributors, integrated voice response units, computer-telephony integration, and universal communications or universal queue management, integrating any of these multiple channels for a call/contact center.

In Closing

Omnichannel support call centers offer a full spectrum of in-person and technology options, depending upon what your operation needs to contract. Additionally, your call center provider can also offer a host of technical customer support features. How much or how little you include in your outward-facing presence is dependent on how personalized your call center services need to be.

Your provider can help you decide when and where within the engagement process speaking with a live person meets your customer expectations and preferences. Automated systems can be set up to “feel” like your staff. The staff, too, should be friendly, well-trained, excited about how they can help your customers and support the services you provide. Having a white-glove call center provider ensures your approach to personalization is captured in both aspects for your call center experience.

Technology can fill the gaps for repetitive and automated tasks: social media, autoresponder, etc. There are some things only a friendly voice, knowledgeable service, and product expertise can fill. A successful call center infrastructure build-out requires a balance between both aspects and your call center partner can guide you along the way.

Book a time with one of our sales reps today to see how we can start saving you money with a solution that you own, not rent!

–Chris aka carpenox

Should Your Business Switch to Cloud PBX?

• A cloud-hosted PBX system is a cost-effective business phone system option.
• Cloud-hosted systems offer a wide selection of valuable features and consistent service.
• If you do not have a reliable internet connection, a cloud PBX system might not be right for your business.
• This article is for business owners who are considering changing their phone system to a cloud PBX option and are looking to learn more about this kind of system.

Cloud-hosted PBX phone systems have become increasingly popular in recent years. The ability to add a robust phone system with all of the features and tools you need, without having to install or maintain any equipment, is particularly appealing to many small businesses. However, for some businesses, having a phone system that is totally dependent on the strength of an internet connection is not ideal. Before deciding whether a cloud PBX system is right for your business, it is important to understand exactly what a cloud PBX system is, how it operates, and the pros and cons.

What is cloud PBX?

A private branch exchange (PBX) system is a business-grade telephone network that enables communication both within and outside your organization. A business phone system is different from residential or cell services in that it has additional service offerings, which typically include call conferencing, extension dialing, business-hour settings to route off-hour calls, customer waiting queues and hold music.

Cloud PBX, also known as hosted PBX or virtual PBX, is an IP-based PBX solution that’s provided and accessed completely through the internet. Instead of hosting software on a server the way digital systems do, cloud PBX hosts all software and data in the cloud.

Key Takeaway:

A cloud PBX system is a business phone solution powered by an internet connection. All of the software and data are hosted in the cloud. Cloud PBX systems offer valuable features, like automated attendants, call queues, extension dialing and conference calling.

Digital vs. cloud PBX

Cloud phone systems are an offshoot of digital – or on-premises – PBX systems. These systems offer the same level of functionality but differ in where the equipment is located and how it is maintained. The cost structures of the two systems also set them apart. On-premises phone systems have PBX equipment housed in large hardware units that must be stored on-site. On-premise systems can be very costly because of their size and requirements for a special storage facility. Companies are also on the hook for expensive regular maintenance, since the machines are complex and require professional attention.

Digital PBX phone systems are monitored using a PBX switchboard. The switchboard processes the connections between telephones to facilitate a call and controls many business-grade phone system features.

Cloud PBX takes all the functionality of a digital system and moves it into a virtual space, eliminating the need for hardware and other equipment, which saves you money on installation and maintenance. Hosted PBX systems have become popular largely because they are easier to use and provide all of the functions of a digital PBX platform (and more) without requiring clunky, costly equipment.

Key Takeaway:

A digital PBX phone system is an on-site solution, which means all of the equipment is stored on servers inside your business. A cloud PBX system doesn’t require physical equipment. All of the equipment is stored in the cloud, making it a much more flexible option.

How does cloud PBX work?

Cloud PBX is an internet phone system in which the provider is responsible for both housing the PBX equipment and providing your phone services. Your desk phone plugs into a router, and any calls, signaling and features are handled through a server at the provider’s physical location.

The PBX is responsible for routing incoming calls, enabling call transfers to other extensions and running all of your phone system’s communications features, such as call waiting and voicemail. Your system can be managed using a call flow, which is a collection of features and rules you assign to a given phone number.

Key Takeaway:

In a cloud PBX system, all software and data are stored in the cloud. The PBX equipment facilitates all of the phone services and allows for features such as call waiting and voicemail.

How to use a call flow

A call flow helps you manage how your calls are routed. A call flow configuration lets you control when, where and how calls come in through your main business phone lines. This means you can set certain business hours for receiving calls, see the location of the caller or control who receives the call. The call flow interface varies by provider, but most offer similar customization options for your hosted PBX solution.

For example, you can specify which phones you or your employees are using, in what order those phones should ring (parallel or in a sequence) and what the rules of call handling will be if no one answers.

Key Takeaway:

Call flow is essentially how calls made to your business phone line are managed. You can control where, when and how calls are handled with your system.

What are the benefits of cloud PBX?

Low cost

The greatest benefit of a hosted cloud PBX system is its low cost. Because a hosted PBX system is provided as a service, you do not have to purchase any physical equipment; the only equipment you may need are VoIP-enabled desktop phones.

However, you also have the option of routing all calls to employee mobile phones. The lack of equipment also helps you save on installation and maintenance costs. All of your services and features are fully hosted in the cloud and maintained by your provider, which means that the cost of your phone service covers regular updates and maintenance. Most providers offer online portals through which you can manage your phone lines, updates and maintenance needs.

A hosted PBX solution also gives you significant control over how much you pay, since you pay only for the features and phone lines you need. Additionally, most cloud-hosted business phone systems offer unlimited domestic calling, which ensures employees can use the phone as long as they want, without ever having to worry about racking up added fees.

Features and flexibility

Cloud-based PBX systems offer significant benefits in terms of features and flexibility. As the world moves increasingly to flexible and nontraditional working environments, it has become a large business priority to be reachable anywhere and anytime. A hosted solution allows you to conduct business calls via your smartphone or computer as long as you have an internet connection, so if you’re thinking about moving your business to a new location, you won’t have to worry about lugging any equipment (except for the phones).

Your employees can customize their phone settings to whatever works best for them, such as having their calls routed to both their desk phone and their computer, or to their desk phone and mobile phone.

Cloud PBX also provides features such as texting, voicemail transcription, call recording and integration with vendor services. Features vary among systems, so you should explore what features you think your business will need and shop around to see what features each vendor includes and which ones you must purchase as add-ons.

Here are some additional useful features many cloud-hosted PBX systems offer:

• Online management: Administrators can make changes to the phone system, such as adding users, assigning phone numbers, creating ring groups, and reviewing call reports and monthly statements from an online portal. Employees can log in to the portal to check their voicemail, see the company directory and set up call-forwarding routes.
• Ring groups: A ring group is used to organize your employees into groups by what they do or their department. For example, the sales team may have its own ring group so that when a client calls to speak with a representative, everyone in that ring group is notified.
• Voicemail-to-email: This feature lets you send audio files or transcriptions of voicemail messages to an employee’s inbox.
• Call queue: Call queues help manage your influx of calls by placing callers in a line or on hold until an employee is available to take the call.
• Unlimited calling: This allows employees to make as many domestic calls as they need for no additional cost.
• Video/web conferencing: Users canhost video meetings that allow for screen sharing, which lets users view and discuss documents or presentations. Although call capacity varies among providers, some allow you to have up to 1,000 people on a call.
• Instant messaging: This feature allows users to send online messages to co-workers.
• Text messaging: Employees can send text messages from their business lines instead of from their personal phone numbers.
• Auto-attendant: Auto-attendants are basically virtual receptionists that answer calls and transfer callers to the appropriate employees. For example, a caller might hear an auto-attendant say, “Press 1 for sales, press 2 for customer service or press 0 to speak with an operator.”
• Extension dialing: Instead of punching in an employee’s entire phone number, employees can dial a few numbers to connect with co-workers.
• Conference calling: You can host calls with hundreds, or sometimes thousands, of participants at one time.

Reliable service

For many businesses, phone communication is the backbone of their day-to-day activities, so reliable service is a must. A traditional landline system uses copper cabling to transfer phone calls, and these cables are vulnerable to natural disasters, vandalism, and general wear and tear, all of which can mean extended outages of your phone service.

Cloud PBX systems use the internet, which means your phone service is as strong as your internet connection. Because all of your information is in the cloud, your system should experience little or no downtime in the event of an issue. Geographic redundancy, which is when the provider has several servers in different physical locations, is one of the most common reliability measures of these systems. Each server contains identical information, so if one fails, another can take its place almost instantly. 

Key Takeaway:

Cloud PBX systems are cheaper and more flexible than on-site and traditional landline systems. Cloud PBX solutions also offer several valuable features, like unlimited calling, call queues and automated attendants.

What are the cons of a hosted PBX system?

Although hosted PBX service seems to be the most popular option in the current market, a hosted PBX provider may not be the right option for your business.

If you don’t have access to high-speed internet, have a poor internet connection or cannot properly secure your connection, cloud PBX may bring you more frustration than it’s worth. The system is entirely dependent on the internet and will not function properly without a strong connection, so if your internet service provider is unreliable or frequently drops your internet service, hosted PBX is not a fit for you.

Additionally, because they are internet-based, cloud PBX solutions are more susceptible to security breaches than digital systems are. When speaking to vendors, be sure to ask about their security measures and how they protect your data. You should make sure they have both physical and network security, SIP trunk endpoint security, toll fraud monitoring and detection, and a dedicated monitoring system that alerts you to any suspicious activity.

Key Takeaway:

With cloud-hosted PBX systems, call quality depends on the internet connection, so if it’s poor, your calls will be, too. This system is also more vulnerable to security breaches.

Popular cloud PBX providers

Finding the right cloud PBX system for your business is key to giving your clients and employees exactly what they need. Here are some popular options and what they offer:

RingCentral: RingCentral offers four subscription tiers that range from $29.99 to $59.99 per user per month. Before you get started, RingCentral provides you with an implementation specialist, who helps you choose new numbers, transfer over current numbers and decide how many phones you will need. The company’s calling features include call forwarding, call recording, call screening, call logs, message alerts and answering rules. Other popular tools are auto-receptionists, presence tools, multilevel interactive voice response systems, hold music, voicemail, voicemail to email, and visual voicemail. Conference calls can hold up to 1,000 participants. RingCentral also offers a mobile app for iOS and Android devices.

Ooma Office: Ooma’s pricing is based on whether you choose an IP PBX, an analog phone option or both. Regardless of the phone type, Ooma’s starting price is $19.95 per user per month. However, if you want to use analog phones, you will need to install some of Ooma’s on-premises equipment. This PBX system also offers dial-by-name calling, a virtual receptionist and virtual phone numbers for employees who work outside the office.

CyburDial: This cloud hosted PBX gives you the option to have a custom dialer solution built per your requirements and needs. You can have it built for less money than 1 monthly payment to it’s competitions. Prices for a system you will own start at $250 which includes the dialer system, webphones and an IP whitelist firewall. If you would like to stick to paying monthly fees per user, prices start at $15. Full CRM integrations, API functions and over 4500 features to choose from well give you the most robust system available.

8×8: This cloud-hosted VoIP unified communication system ranges from $12 to $115 per user per month. The service has an uptime of 99.999%, which means it’s down for only a few minutes each year. 8×8 offers three-way calling, call forwarding, call waiting, call transferring, online voicemail, an automated attendant, ring groups and caller ID. It also has integrations with popular programs such as G Suite, Office 365 and Salesforce.

GoToConnect: GoToConnect starts at $19.95 per user per month. This system provides advanced ring strategies, pre-call announcements, unlimited call queues, wait time announcements, video conferencing, personal meeting rooms and screen sharing.

Key Takeaway:

There are many PBX systems for business owners to choose from, but a few quality programs you should check out include GoToConnect, 8×8, CyburDial, Ooma Office and RingCentral.

i hope this has helped some if you.

Chris aka carpenox

What Is a Cloud PBX?

A cloud-based private branch exchange (PBX) is a modern way for companies to communicate and route calls via the internet. Learn what to look for in a cloud PBX system.

In the evolving world of business phone systems, a cloud-based private branch exchange (PBX) is a modern way for companies to communicate and route calls via the internet. Cloud PBX systems often replace costly on-premises PBX hardware that uses traditional telephone equipment and phone service providers to handle voice communications. 

Cloud PBX is often used interchangeably with hosted PBX because a third party manages the equipment; however, there are significant differences. Cloud-based phone systems are typically implemented for their cost-savings potential and advanced calling features, including auto-attendants, call routing, mobile device support, voicemail to email, free local numbers, call recording and post-call notes.

If you’re considering a cloud PBX for your business, here’s what you need to know.

FYI

Cloud PBX is a type of business phone system often used interchangeably with terms such as “hosted PBX,” “IP PBX” and “virtual PBX.”

How does cloud PBX work?

Unlike a traditional telephone system, which uses copper landlines to transmit voice data, cloud PBX uses your business broadband connection to make communication possible. With cloud or hosted systems, voice data from your device is transformed into encrypted data packets that are sent through your internet service provider’s network to establish a connection and maintain the call. 

Your service provider owns and manages all major equipment in a cloud PBX system. You are responsible for providing an internet-connected device or IP phone to connect to the internet.

Cloud PBX vs. on-premises PBX

For business owners, one of the most significant differences between cloud PBX and on-premises PBX is the hardware’s location. On-premises PBX systems require onsite hardware and IT maintenance that comes at the business’s expense. However, there are several other notable differences between these two phone systems to consider.

Cloud PBX	On-premises PBX
Data is stored and managed in the cloud with no onsite hardware required.	You own and manage your onsite telecom hardware and data.
You can use IP phones and internet-connected devices to make and receive calls anywhere.	You can use traditional desk phones to make and receive calls from a fixed location.
It integrates with popular business software and tools for unified communications.	It integrates with CRMs, online tools and can als control facility access control devices.
It’s perfectly suited for companies with remote teams.	Can help both on site and remote workers.
There are minimal to no upfront or maintenance costs other than installation.	There are minimal up front costs other than installation.
There are monthly subscription fees in perpetuity for each user.	There’s the potential for lower monthly long-term costs as a result of owning your equipment.

Virtual PBX vs. cloud PBX

Virtual and cloud PBX systems are similar because neither needs the onsite hardware that on-premises systems require. A virtual PBX is implemented to route incoming calls using interactive voice response (IVR) or auto-attendants. 

This widely used technology lets callers interact with prerecorded messages through their dial pad to choose where the call should be routed. For example, if you’re calling your internet service provider, you might choose from billing and technical support options. This feature is also available with cloud PBX systems. 

Virtual PBX systems are typically used at small businesses that don’t spend much time on the phone and don’t want to pay for a complete business phone system. Cloud PBX solutions can be found in companies of all sizes and industries where telephone communications and video conferencing are essential for conducting business.

Bottom Line

When choosing a business phone system, note that a virtual PBX is a component of a cloud PBX system.

Pros and cons of cloud PBX

The benefits and cost-saving potential of cloud PBX generally outweigh its disadvantages. However, cloud PBX phone systems are not perfect for every business in every location.

Pros

• It has low upfront costs.
• There’s no equipment to maintain.
• It provides flexibility for remote workers.
• It has a wide range of useful features and tools.
• It typically includes voice, video, chat and SMS communications.
• It integrates with other popular business applications, including CRM software.

Cons

• Your call quality is only as good as your internet connection.
• Your employees may need training on advanced features.
• Network routers may need fine-tuning to support cloud telephony.
• You’ll need an annual or monthly service plan that’s most likely priced per user.

What to look for in a cloud PBX provider

Most cloud PBX providers offer similar monthly and annual pricing structures, advertised uptimes that exceed 99.9%, and a wide range of integrations that can incorporate your new phone system into other software applications and tools your company uses daily. 

With so much similarity between providers, shoppers should focus on the features they would utilize the most with a cloud-based phone system and make sure the move to cloud PBX doesn’t negatively impact the way their employees work.

FYI

A cloud PBX system offers remote workers greater flexibility, which can boost remote work productivity.

Here are some important factors to consider:

1. Integrations: Integrations are a great place to start when you’re exploring cloud-based phone system providers. Most businesses are locked into several popular software applications, making it worthwhile to focus your search on the cloud PBX providers that will fit seamlessly into your existing toolset. Otherwise, your seemingly cost-effective phone solution may lead to additional expenses if you need to migrate to a different CRM system, for example.
2. Price: Price is the second area to examine. Large companies should take the time to call a few cloud-based phone service providers to inquire about discounted pricing with an enterprise plan. Generally speaking, you’ll be able to find a lower rate by committing to an annual service plan instead of a recurring monthly payment. It’s worth noting that fees are typically charged per user.

3. Flexibility: Plan flexibility is another essential aspect to consider. Not everyone in your business likely needs the same features in a phone system. Many businesses that are building a sales team or using remote customer service agents may need higher-priced advanced calling features. On the other hand, in-office support staff may need only the most basic, entry-level calling features.
4. Support: Customer support can be critical, depending on your team’s experience with cloud-based software. Many cloud PBX providers offer 24/7 support with every subscription plan; however, some companies may limit support hours with their lower-cost and entry-level plans.
5. Hardware: Hardware such as IP desk phones, conference phones, and headsets may not be necessary for all cloud PBX users, but if you’re going to purchase a significant number of devices, you may be able to find a better deal through your phone service provider. Companies such as Nextiva offer dozens of hardware options with discounted pricing available. 

Tip

Existing businesses looking to switch to a cloud PBX phone system should prioritize integrations with the software applications they use daily, including the best CRM software.

Cloud PBX providers to consider

Our editorial team spent weeks reviewing the industry’s best business phone systems. We considered the most popular providers and identified 11 of the best options for businesses of all sizes. 

For your convenience, we’ve summarized four of our favorite business phone system providers that offer some form of cloud PBX service. It’s worth noting that many of these providers use the terms “VoIP,” “cloud PBX,” “hosted PBX” and “virtual phone systems” interchangeably. 

Pricing for this category is typically based on the number of monthly users, with discounts available for longer contract terms and larger companies with more than 20 users.

Dialpad

Dialpad is an advanced cloud PBX phone system that uses voice intelligence technology to help teams stay connected and transform business conversations into actionable data to increase efficiency and sales. 

Here are a few notable Dialpad features: 

• Unlimited calling
• Local number support in more than 50 countries
• Ring groups
• CRM integrations
• 24/7 customer support
• Desk phone support
• Number porting
• Automatic post-call notes
• Speech coaching

Pricing: Dialpad costs $15 to $25 per monthly user, with custom pricing for enterprise plans available for “business communications” products. New customers should take advantage of the 14-day free trial to get a better feel for Dialpad’s suite of features and tools. 

Read our full Dialpad review for more information.

GoToConnect

GoToConnect’s hosted PBX helps businesses migrate from a legacy phone system to a modern communications suite with more control and an expansive set of administration tools.

These are some notable features of the GoToConnect Standard plan: 

• Easy number porting
• Variety of free phone number options
• Smart call routing
• Hot desking 
• Unlimited auto-attendants, ring groups, extensions, dial plans and music queues 

These are some of GoToConnect’s advanced features: 

• Call analytics
• “Listen, whisper and barge” feature (available to supervisors) 

Pricing: GoToConnect’s three plans range from $24 to $39 per monthly user.

Nextiva

Nextiva is a reliable and modern business phone service that connects billions of conversations each year with reported uptimes of 99.999%. 

Notably, all Nextiva Business Communication plans provide 24/7 live customer support and advanced VoIP features, including these:

• Auto-attendants
• Voicemail to email
• Toll-free numbers
• Online fax capabilities
• Unlimited domestic calling 

Pricing: Nextiva costs $17.95 to $52.95 per monthly user when paid annually for large teams. Nextiva bases the pricing for its four subscription tiers on the number of users, with savings of around 25% for companies with more than 99 users. G

You’ll find seven-day trials and free demos for each of Nextiva’s Business Communication plans. You can also purchase or lease VoIP devices and save with manufacturer rebates and discounts.

Read our full Nextiva review for more information.

RingCentral

RingCentral was one of the early cloud PBX innovators, helping to lower costs, increase ROI, connect remote workers, and provide the flexibility to help businesses scale as needed. Note that RingCentral uses the terms “virtual PBX,” “hosted PBX,” “cloud PBX” and “IP PBX” interchangeably.

These are some of its standard features:

• 1,000 toll-free minutes
• Unlimited calls to the U.S. and Canada
• Voicemail transcription
• Call reports
• 24/7 support
• Auto-attendants
• Professional implementation

Add-ons include high-volume SMS and room licenses as well as additional toll-free, international, and vanity numbers.

Pricing: RingCentral costs $19.99 to $49.99 per monthly user for midsize companies when paid annually (a savings of up to 33%). Like many business phone system providers, RingCentral bases its product pricing for its four MVP tiers on the number of users. However, its entry-level Essentials plan is available only for businesses with 20 or fewer subscribers. 

Whatever subscription tier you’re interested in trying, we recommend taking advantage of the free trial for five users and two desktop phones to get a feel for RingCentral’s interface and capabilities. 

Cloud PBX FAQs

How much does a cloud PBX system cost?

Cloud PBX systems typically cost $20 to $60 per monthly user, depending on the features and services. Many hosted PBX providers offer discounts based on the number of users as well as contract length. 

Because these phone systems run on most internet-connected devices, there’s often no need to purchase anything other than inexpensive headsets to take calls. However, companies that prefer traditional telephones can purchase IP phones that look and function like desk phones, but they’re connected via Ethernet cable instead of a phone line.

Is cloud PBX a VoIP?

What are the benefits of a cloud PBX system?

A cloud PBX system is an affordable way to provide advanced telephone features to in-office and remote employees. It can improve communication across an organization and track interactions to improve customer experiences. It can also help increase performance with real-time call analysis, post-call summaries, and detailed caller identification to help provide personalized and professional service over the phone.

If you want to make phone calls over the internet and increase…

Hopefully this article has helped you understand what your of system you’ll have and all the options available that come with it.

-Chris aka carpenox