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Why Call Center Solutions Are Superior Than PBX Solutions?

PBX and contact center solutions

Are you unsure if cloud PBX or cloud contact center solutions will meet your business’s needs and assist your agents? The answer is contingent on the size of your company.

A PBX solution has limited capabilities and is only appropriate for small businesses. However, when it comes to scaling up, contact cloud-based software easily outperforms a Real PBX solution. 

Let us break it down for you. 

What Is Call Center Software? 

Improve communication with call center software 

A call center software is a tool that helps a call center improve its effectiveness and efficiency by facilitating interactions between customers and contact center agents. The main purpose of call center software is to route customer calls to agents, allowing them to make more effective outbound calls. They also assist in the tracking and reporting key metrics associated with those interactions. It can also route contacts across channels such as email, chat, SMS, social media, etc.

It also facilitates the recording of customer-agent interactions and customer satisfaction survey tools.

What are the key features of call center software? 

  • Smart dialers
  • Call distribution by computer (ACD)
  • Route optimization
  • List administration
  • Management of campaigns and mailing lists
  • Live, historical, and customized reporting
  • Call recording and quality monitoring 
  • Call history database
  • Speech recognition and text-to-speech
  • Scripting for agents
  • Importing data

What Is A PBX Solution?

A cloud PBX system

Private Branch Exchange (PBX) is a private telephone network that allows users to communicate with one another. A PBX manages the routing, and advanced calling features for mostly inbound calls and operates a company’s internal telephone network.

What Are The Features Of A PBX Solution? 

  • All employee extensions are listed here.
  • Voicemail for employees or departments
  • Put callers on hold with music or personalized messages
  • Conference Calling and Call Transfer

Here is why call center solutions is better than PBX solutions

PBX Solutions vs contact center solutions

1. Smart Features For First-Call Resolutions And More Productivity

Cloud-based call center software is more intelligent than a traditional PBX system. Call center software includes smart features such as advanced routing and agent support to improve agent productivity and first-call resolutions.

It has advanced routing mechanisms that simplify managing complex routing rules like a sticky agent or routing based on skills, geography, and other factors.

Knowledge base integration, whisper coaching, advanced auto attendants, and IVR are among the available agent support features. As a result, customers can speak with the appropriate agent right away and have their issues resolved.

2.Cost-effectiveness 

A dedicated employee is required to maintain and operate PBX systems. To keep it running, you’ll need a full-time employee.

Starting a contact center with a PBX system can cost a business anywhere from $1,000 per user in up-front costs. And that’s before you factor in setup and installation costs.

Monthly service and maintenance fees should be added to the cost of purchasing the equipment.

Call center software does not require a large upfront investment or setup fee. Businesses also benefit from the cost savings that call center software provides in various areas.

Outbound Campaigns With A Variety Of Dialing Methods

PBX supports only inbound calls and not outbound campaigns. While a good inbound call center software, outbound call center software has different diallers to assist you with the outbound process. Preview, Progressive (Power), and Predictive are the three different dialing modes.

Conclusion

If you are a small business with a growing team and do not need to track different metrics or make outbound calls, a PBX solution is a good choice. However, there will be higher upfront costs, and you will have to pay more as your team grows. Call center software on the other hand, is easy to implement, regardless of the size or type of your company.Ready to find the best call center software in India? Contact Aavaz for customized call center solutions that meet your current and future business needs.

Questions You Need to Ask Your Call Center Software Provider

Call center software

Introduction 

How can you accurately discern which supplier would best meet all of your business’s demands amid a congested sea of call center solution providers? 

It’s critical that your solution gives you robust telecalling software–in this day and age, it’s also critical that you understand all of the moving elements involved in your operation. Your call center software in India should be equipped with all of the necessary telecalling software to function as the full backbone of your call center business. 

Whether you run an SMB or an enterprise-level call center, the software you choose is a much bigger decision than you might realize.

To guarantee you’re investing in the call center training solutions, ask call center software the following questions as you research alternative options.

1. Will your software assist me in reducing my high agent turnover rates?

Agent turnover

Why is this question important? High turnover rates have always plagued the call center sector. So call center managers would be wise not to install software that would inherently help your agents stay motivated on the job and reward them for their performance.

When choosing call center software in India, keep in mind how your agents will react to the change. By asking this question, you are inquiring whether the software contains business gamification, a tried and true approach to increasing workplace happiness and efficiency.

By rewarding agents for meeting KPIs, administrators provide agents with the extra push they need to meet the goals you’ve set for your organization.

2. Can you assist me in making my reporting less of a hassle and more automated?

Automated reports

Why is this question relevant? The only way to truly run a successful call center is to make data-driven decisions. However, you may not always receive the reporting your ever-expanding business requires.

Your reporting requirements may be automated with many other cloud-based call center software providers. As a result, all of your critical KPIs may be supplied to you immediately when you require them.

You will significantly weaken your entire operation by skipping this question and simply presuming that your provider will meet your reporting requirements.

3. Is your service able to connect me to tier-one call carriers?

Tier one call carriers

Why is this question necessary? Call quality will be the most critical component underlying every call your agents make for your consumers. Poor audio quality leads to dissatisfied consumers, dropped calls, missed revenue, wasted time, and the possibility of agents misinterpreting vital information.

This can happen if call center software providers do not supply tier-1 carriers to their customers. Without tier-1 carriers, you are at a significant disadvantage compared to your competitors. However, a call center solutions India that connects you to tier-2 carriers may appear to be the less expensive and superior alternative.

This is an extremely crucial question to ask for two reasons:

1) As previously stated, not using tier-1 carriers will significantly reduce call quality. This will result in more dissatisfied consumers and a significant rise in the possibility of miscommunication between your agents and your customers/leads. 

2) Tier-2 carriers will not connect directly to your contacts. Tier-2 carriers, in other words, serve as a middleman. While one may suppose that technical developments have rendered this quiet period unnecessary, this is not the case.

You are placing your sales efforts at a significant disadvantage if you do not use a tier-1 carrier. Call center solutions that employs tier 2 carriers face lull times; these pauses lead even the savviest dialers to believe that the carrier hopping is an unanswered call. 

You could, for example, make a call using a tier-2 carrier. However, the system may hang up if it takes too long to connect the call. As a result, your contacts’ statuses will be incorrect. This will significantly contribute to poor contact rates and inaccurate reporting.

Conclusion 

Transparency is essential in any industry, including call centers. You can get a clear picture of what you may expect from call center software if you ask them these questions.
Contact Aavaz immediately if you seek one of the top call center solution providers in India! Aavaz provides the best free virtual PBX system with cold call management software designed to your present and future business demands.