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 July 16, 2009 by Paul Hammond
Part 2 of today’s double-header, the versatility of a hosted PBX
A not-so obvious benefit of a hosted PBX solution such as Virtual PBX is the versatility of the system and the ability to modify, configure, and use the system for almost any business or purpose. The reliability of the system allows it to act as remote backup phone system that provides instant, automatic failover. With the ability to point multiple phone numbers to different locations along with comprehensive reporting and logging services a business can implement remote call tracking solutions for marketing, advertising or other needs. And if you’re attempting to offer “virtual” customer service to your clients, there’s no more valuable a feature that you can have in a phone system than automatic call distribution – an intelligent call routing mechanism that sends callers to virtual departments and their representatives. One particular market where customer service is critical is franchising.
Our COO Greg Brashier (@gbrashier on Twitter) recently penned an article in Franchise Update magazine detailing how a hosted PBX provides a cost-effective solution for franchising organizations that are keyed in on customer service.
Who’s on Hold?: Hosted PBX Offers A Cost-Effective Fix For Customer Service
With the downturn in the economy, good old-fashioned customer service can be a major differentiator for businesses trying to keep their existing customers and attract new ones.
Businesses that interact with and sell to customers over the telephone must be particularly vigilant that their phone technologies don’t inadvertently alienate their customers. Positive perceptions can quickly erode if customers encounter too much on-hold time, unclear directions on how to reach appropriate service personnel, or (the most dreaded of outcomes) a busy signal.
Many companies are finding that hosted private branch exchange (PBX) phone service technology can be a cost-effective tool that also helps them improve their phone presence and customer responsiveness.
A hosted PBX service provides customers with advanced phone answering and call-routing features–without the expense of purchasing their own PBX hardware or the added costs of installation, ongoing maintenance, and support. It’s ideal for small and mid-sized firms, companies with a distributed workforce, and those that want toll-free number services.
Vicorp Restaurants, which owns Village Inn and Bakers Square restaurants, is widely known for its award-winning freshly baked pies. However, its archaic phone system had started to become a liability during the company’s busiest time of the year, Thanksgiving through Christmas. A large number of customers seeking to order pies received busy signals or were put on hold for long periods before reaching a live person who could help them. Vicorp decided it was time to establish a more efficient way to handle the holiday rush and provide great service for its pie-loving customers…