If you are incharge of the ICT ( Information & Communication Technology) requirements for an enterprise large enough to house multiple deparments and functioning across multiple locations, this is for You!
In recent times, emphasis over importance of enterprise communcation system and it’s impact are being made. Yet to many organizations it’s still the same intercom system that let’s you do internal calling and offers some call management features. There is more to this, we shall see six challeneges that an enteprise can face by not having the right communication set-up & the risks it involved in lose selection of the right IP PBX.
Any large enterprise generally faces these issues in routine which leads to poor productivity, cost overheads, contribution of communiction in decision making. Let’s explore in detail each of these points.
Poor Customer Assistance
There is no right time for customers to seek assistance or register an inqury. Having said that a 24 x 7 functional customer assistance center is not always an option for businesses who has just started to grow. Investing in human resource and operational costs to house a round the clock customer assistance unit is an option not available to every business. However, this cannt be a reason to loss the most significant aspect of any business “ a customer lead” or an unanswered, unattended customer.
For organizations that has a dedicted customer assistance team genrally faces heavy call flow. The issue here is to maintan a low MPI ( Minute per incident) this leads to situation where the executive is more worrired about time spend over a call instead of quaity of assitance offered.
Is there any solutions to this? Yes, we have often under-utilizing technology features at our disposal yet expect more outta it.
This is where having an IP PBX phone system can enhances professional image of an organization.
An IP PBX for enterprise generally comes with set of features like Computer Telephony Interface (CTI), Voice mail functionality, Auto-attendant, Interacive Voice Response System (IVRS), Automated SMS and using these features can significantly improve client assistance serices.
Utilizing CTI enables telephone system to integrate with various technologies be it applications or softwares. Software technology like CRM are one of the widely used tool to integrate with telephone system. Agents assisting customers on receiving call gets pop-up notification on their laptops or PCs with details of the clients fetched from the CRM database. Now, agends have callers information beforehan, with the information agents now know what is that the caller is looking for, what are their concerns, call priority can be decided before hand. It can provide interactive voice response (IVR) to internal callers, allowing a self-service.
For non working hours, Auto-attendant can manage the calls as per the configurations made.
Whether it is material order complaint or inquiry call, telephony system plays an important role in handling customers effectively. Knowing names before they speak, preferences before they express and self-service experience enhances professional image among customers
Basically, a customer never stays unanswered or unheard.
Head Office to Branch Office communication
Traditionally each branch has its own setup of communication system, vendors and IT staff. Inefficient management of multiple systems and duplication of resources costs very high to the large businesses as a whole.
Major issues faced are :
Difficulty to manage stand-alone telephony infrastructure.
Adding users, phones, allocating features and class of services consumes more time.
IP PBX for Enterprise, bypass PSTN toll and securely integrate branch offices over IP telephony using Multi-Site Connectivity Application.
Businesses with multilpe branches or offices located at different locations doesn’t necessarily need to invest in maintaining separate trunk lines for employees to make out going calls or IT reources to manage the same. IP PBX, telephone switch based on IP protocol is manageable from a central location from a web based interface. Trunk lines in a cenrally installed PBX can be utilized by employees at a diferent location, making it easy to own a communication system.
Over-all Communication Expense
Large Organizations pay huge telephony bills when calling to maultiple departments, clients, vendors and other internal and externl organizational units over landlines, mobile or international numbers for any kind of services, grievance and sales promotions
The single most significant benefit of an IP PBX is ability to facilitate SIP calling. International calling cost over SIP based trunks can reduce communication cost significantly.
An IP PBX having facility to interface multiple networks trunks like Analog(CO), GSM, ISDN PRI and SIP gives flexibility to businesses to use the trunk that suits them the best, all this keeping beenfits of IP-to-IP connectivity of multiple locations unaltered.
Communication with Mobile Employees
Some employees spend more time roaming inside the premises, than being at desk. Field executives and professional staff are on the road a lot. Calling to them frequently on their mobile numbers increases telephony bills significantly.
Using wireless extensions, they can make and receive calls similar to desk phones on-the-move.
Easily connect with field employees using Mobile Softphone application.
Mobile softphones makes reaching field workers and traveling employees a breeze
Use latest VoIP technology to get rid of cellular, CUG and roaming call charges
Mobile Softphone Available for popular Android/iPhone
During emergency situation the desirable situation is when you get to reach to everyone at once to inform the action plan or safety measures. Enterprises in today’s time strive to create a safe and secure work place.
An IP PBX connects to SIP based speakers that can be use to make pulic announcments with a single click, assuring the safety of the employees and the premise. Emergency can be better handled this way. Moreover, security instructions can be broadcasted over selected department or group directly through extension paging.
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