Tag: Automatic call distributor
Posted on March 21, 2012 by Paul Hammond
Many companies are not taking full advantage of the advanced technology available in telecom today. When used, this technology can greatly improve operations, and help you to provide better customer service.
Virtual PBX® offers the most complete and sophisticated hosted solution available today. One great example of this is our unique GeoRoute® feature, which can forward calls automatically to the right employee, ACD queue, or business location before you even answer the phone – based on the location of the originating number.
Here is an example: Let’s say you want to have calls from the western United States go to one sales agent, and those from the eastern part of the country go to someone else. With GeoRoute from Virtual PBX, we’ll monitor the caller ID of incoming calls and automatically route the calls based on area code.
Want another example? Imagine a franchise operation that wants to publish one national toll-free number but wants calls automatically routed to the franchise closest to the caller. GeoRoute will direct incoming customer calls to the appropriate franchise based on the geographic boundaries you create. This way, you can make sure the right franchise gets the call with no human intervention. In addition, as the calls complete at the franchise locations, the franchise headquarters don’t incur any expense from these calls.
Furthermore, with GeoRoute, there is no need for a central receptionist, and call charges don’t start until you answer the call, so expenses stay low.
There are a number of ways to implement GeoRoute. You can route calls based on just the area code, the area code and exchange, or the entire number. In addition, you may route calls the following ways:
- Inside the answering system, transferring the call to an employee extension or ACD queue.
- To a completely different phone system, such as a remote branch office or a different business.
Our telecom expertise, combined with unmatched flexibility and excellent customer service, allow us to solve your call routing challenges to help you build business and save money.
Posted on March 2, 2012 by Paul Hammond
Virtual PBX® pioneered ACD queuing for virtual phone systems, and is still way ahead of the competition. ACD queues are used when the caller wants to reach a business function, such as sales or customer service, instead of an individual. Usually, these callers won’t have a name, they just have a need.
However, some businesses want to route calls to an extension or ACD queue that is not a standard business function. This is where SelectRoute™ comes in.
SelectRoute offers call routing capabilities beyond the standard routing features offered by ACD queues. Instead of simply routing the call to the next available agent or a generic queue, SelectRoute routes the call based on direct user input that specifies how the call is to be handled so the call is routed to the correct agent.
Our SelectRoute option lets you route calls automatically based on a wide set of user inputs up to nine digits in length. Ask the user to spell out a product name, a company name, or an account number. The possibilities are limitless with VirtualPBX.
Below are common types of instructions that SelectRoute can support:
- Route calls by geography: Area code & zip code– Route calls by NPA (Area Code), NPA-NXX (Area and Exchange Codes), Zip Code.Have multiple store locations or franchises seamlessly route calls to a single phone number by area code or zip code to the nearest location.
- Menu Routing – Route calls by menu selection
- Custom Routing – Route calls according to your own defined needs. We’ve had clients route to different queues or extension based on the caller entering a model number or a product name.
You can even combine these call routing types to form customized routing to provide the best customer service and to enable your business to operate at optimum efficiency. They can also improve your businesses cost performance by increasing agent utilization and productivity.
A typical business often handles a variety of call types, each requiring a specific skill. The traditional method of reassigning agents with multiple skills to different queues at different times of the day in order make best use of their skills is inefficient.
Virtual PBX and SelectRoute alleviate this problem and enables your business to automatically route calls to the right agents, at the right time regardless of where the agents are located.
With SelectRoute you can even have custom greetings such as “To find the store nearest you, please enter your 5 digit zip code now”. Your caller enters their zip code, and your Virtual PBX system will route them to the appropriate extension or queue. It’s that easy.
But what if the caller enters the wrong information? Don’t worry. We have that covered. In this case, SelectRoute will route the call anywhere you choose, so your caller still gets help even on a bad data entry.
SelectRoute by Virtual PBX will help you create the best custom call routing system designed to fit your needs and send your callers to the right people quickly and easily every time. For more information, please contact our Support team, or call us at 888-825-0800.
Posted on July 15, 2011 by Paul Hammond
Company Heats Up and Increases Outbound Calls with Virtual PBX Complete
Great customer service is the lifeline of every business. It is an essential part of maintaining your existing customers as well as winning new ones. The foundation of great customer service is forming a relationship with customers. But how do you go about forming such a relationship? One of the best ways is to make sure you are always available and in touch with your customers.
Customer satisfaction is the No. 1 priority for the employees of Sauna Works, a company specializing in infrared saunas. Sauna Works has been in the business of manufacturing and selling infrared saunas for over 14 years and have learned quite a bit about customer service and ensuring customer satisfaction. Their motivation and dedication to provide excellent customer service drove the company’s move to VirtualPBX five years ago to allow employees to stay in constant touch with customers through landline, mobile, and VoIP phones.
In 2006, the company was managing a showroom in San Francisco and many of their employees were working remotely. Vice President Andy Kaps knew using a feature-rich PBX solution was the only way to monitor and keep on top of sales and service calls. When providing great customer service, it is so important to be able to communicate with customers from any location. You need to be reachable no matter where you are.
Kaps explains, “As a former executive at a company within in the telecommunications field, I knew we needed a solution that would provide us with ACD queuing features which allowed us to stay connected with users no matter where we are. I was initially attracted to Virtual PBX because of its deep feature set and the web-based flexibility the company provides.”
In addition to keeping people connected around the world, Virtual PBX’s TrueACD™ Queues allows callers to contact anyone in the company without having to know their direct extension. Furthermore, managers need not waste time entering or changing phone numbers as employee shifts change since TrueACD queues include presence management and employees log themselves in and out as needed. Best of all, customer service is improved by reducing customer wait times and increasing customer satisfaction.
Sauna Works was able to increase customer satisfaction even further by switching to VoIP. 70 percent of Sauna Works’ employees using Virtual PBX made the transition to VoIP after the release of Virtual PBX’s new VoIP system, Virtual PBX Complete. Since the transition, employees have not only significantly reduced overall phone costs, but also doubled the number of outbound calls made to clients.
Blending traditional analog telephony with VoIP technology, Virtual PBX’s Virtual PBX Complete solution allows clients to mix and match as needed as well as work from any location. Virtual PBX Complete also embraces open standards, which spares customers from being locked into proprietary technologies.
“A majority of our customers are looking for a flexible solution,” said Greg Brashier, COO of Virtual PBX. “With our commitment to both VoIP and analog technologies, we give customers like Sauna Works the ability to have low upfront costs, eliminate expensive analog phones lines when VoIP is appropriate, and improve service to their clients.”
Posted on June 28, 2011 by Paul Hammond
Virtual PBX’s hosted phone service is flexible and quickly adapts to the changing needs of your growing business. Easily scalable and constantly updated with new features, Virtual PBX will keep up with your business no matter how fast you change.
With traditional PBX’s, everything must be installed and maintained by on-site IT staff and for a growing business this can get very expensive, both in terms of dollars and time.
With Virtual PBX you can easily add or remove extensions and ACD Queues, switch plans, add Voip phones and make many other changes whenever you need to – and for a fraction of the price! Everything is in your control.
Virtual PBX also makes it easy for customers to configure the system to meet their changing needs with a simple user interface. Add a new phone number for that new ad you’re placing in the new magazine, update your main greeting with your new business hours, or route calls to a new employee, all with the click of a button.
Monitor and train new employees with Virtual PBX’s real-time web monitors and call recording. Keep an eye on when they are logged in and out of ACD queues, when they are receiving calls, as well as when they are marked unavailable. Also, ensure they are giving the best phone customer service by using free call recording. You can also use the call recording feature to train new employees.
Use free conference minutes to communicate with employees and customers virtually anywhere in the world. For ultimate flexibility, each extension owner can have a conference call going on at the same time.
With Virtual PBX you will always have multiple ways to connect with employees, customers, and vendors whenever and wherever your business takes you.