The growth of companies, very often, brings with it the problem of having to answer and manage a greater number of telephone calls, which also need more demanding and specialized attention. That is why companies ask themselves the question, “What characteristics should the best switchboard have? ”
What do we understand by switchboard?
Before going deeper, we must clarify what exactly is a switchboard. This is an internal and external communication tool that allows you to centralize all telephone connections, reducing the cost of connections between different telephone devices.
Currently, there are different types of switchboard, and today we are going to make the distinction between conventional or traditional switchboard and WebRTC switchboard or virtual switchboard. In addition, we will see what is the best switchboard option for your business is.
While the conventional telephone switchboard allows you to manage as many calls as telephone lines have been contracted, through the SIP protocol, the WebRTC switchboard or virtual switchboard implements WebRTC technology, as its name indicates. This is because it uses the browser’s data network to transmit voice over the Internet, and therefore allows calls to be made and received through extensions associated with virtual numbering.
Why is the WebRTC switchboard system more advantageous?
The main reason for using a WebRTC switchboard is the reduction in costs and the ubiquity it offers.
On the one hand, there is no need to buy additional IP phones, new equipment, or make investments or installations. In other words, when we receive a call in the virtual switchboard, the call is derived directly to extensions that can be connected to the computer, mobile phone or even tablet. On any device connected to the Internet.
In addition to that, workers can be connected to these extensions from anywhere, so it is no longer necessary to be in the office to use the best virtual switchboard.
Apart from that, the virtual PBX has all the traditional functionalities of a conventional PBX, such as:
- Informative phrases
- Call filtering
- Option menu
- Call recording
- Call transfers between different agents
- Intelligent Distribution (IVR)
- Queues with music
But in addition, the virtual switchboard with WebRTC technology also includes other features, such as the possibility of including a free internal chat or videoconference, as well as integrations with CRM or other platforms such as card telephone charging.
The configuration of the WebRTC switchboard is managed virtually, through Cloud technology or “in the cloud”, so once again we will not need equipment or even an internet connection to make it available.
What characteristics should my switchboard have?
First of all, we must bear in mind that, when contracting a switchboard service, we can establish an initial configuration that does not suit us over time. That is why it is necessary to know how the necessary changes are made in the configuration.
Ease of making changes
In conventional switchboards, the changes are complex and must be carried out by specialized personnel, who in the vast majority of cases do not even belong to the service provider company and will suppose an additional expense for your company. However, by hiring a WebRTC switchboard, the configuration will be much easier, since through the configuration panel to which the company will have access, all changes can be made. In the event that a change is more complex, you can request it from the supplier and make the change online at no cost.
Depending on the size of the company
The size of your company may increase or decrease over time. This is the reason why your PBX should be able to adapt to it. When we contract the conventional switchboard service, the size of the extensions that you can have at most may be determined, In addition, it does not seem very logical to have a switchboard with 15 extensions when the company only has 7 workers, or even worse, than the company has only 7 extensions having 15 agents available. With the WebRTC switchboard, scalability is possible simply by notifying the service provider and making a change in the contracted rate, either to increase or decrease the extension.
The decision to be able to unsubscribe from a switchboard service at the desired time, without having to give explanations and without all this being a problem, has been and will be one of the greatest wishes of any company. It is not usual to find this possibility when we contract a conventional virtual switchboard service. However, one of the great advantages of the WebRTC switchboard service is this feature: no permanence is required when hiring.
In summary, with the WebRTC virtual switchboard service it is possible to combine the traditional functionalities of a conventional telephone switchboard with new functionalities that provide added value and higher quality and efficiency of service, also reducing company costs.