A virtual headquarters is perfect for a remote office

In the early days of the Public Switched Telephone Network (PSTN), every call coming over traditional copper wires needed to be routed through a switchboard. And although telephone exchanges were literally boards covered with sockets, they played a key role in the event of the phone communications system we use today.

However, in those days, any calls you desired to make required telling the switchboard operator your final destination before they manually connected you.

Now, by connecting to future phone systems using Voice over Internet Protocol (VoIP), a virtual switchboard can control and regulate the strategy of connecting callers with every little thing from other people to pre-recorded resources and live AI assistants.

This makes virtual switchboards a perfect solution for remote businesses with geographically distributed teams, as they supply a cost-effective method to simplify and streamline the transition from legacy technology to a more modern business telephony service.

What can a virtual telephone exchange do?

A virtual telephone exchange is essentially software that acts like a telephone exchange (PBX). Instead of a hardware PBX, corporations can opt for software that gives the identical control over the phone system: administrators can configure call forwarding, voicemail, recent user accounts, conference bridges, phone menus, and so forth.

On the front end, the virtual switchboard works like automatic assistant that brings callers to their intended destinations without the necessity for human intervention. This allows customers to administer some or all of their needs without having to talk to an agent, which usually improves necessary call center metrics resembling first call resolution (FCR) and hold rate.

On the back end, a virtual switchboard reduces operational costs and streamlines call flow. First, you need not hire or train a receptionist to perform this function because when you arrange your virtual switchboard and configure your call flow (including all key checkpoints and menus), the system runs itself. Your only task will then be to review it periodically and be sure that your approach is effective enough to satisfy your standards and operational goals.

Moreover, the identical VoIP systems that support virtual switchboard technology also offer seamless integration with other predictive advancements, including interactive voice response (IVR) and automatic call distribution (ACD). They help assign calls more efficiently and reduce the general call load on existing agents by offering callers self-service options.

You can expect your VoIP virtual switchboard to be equipped with the next key features to assist streamline your each day operations:

• Call routing: Connects callers to the suitable information or departments without the necessity for human intervention.
• Virtual receptionist: Greets callers with a menu of personally recorded messages that set the suitable tone for your online business.
• Automatic call menu: Manages caller IVR call flow with self-service options that provide higher call quality and reduce agent workload.
• Call recording: Collects key regulatory compliance data together with insights into caller needs and behavior.
• Multiple device setup: Routes calls to remote agents through various work-from-home platforms using call groups, Find Me/Follow Me, etc.
• Business phone number: Allows you to proceed along with your existing company contact lines or dial from a range of local and business numbers.
• Integrations: Mix and match features as needed, including IVR, ACD and newer machine learning (ML) and AI-powered predictive technology.

Many of today’s best VoIP providers offer access to virtual headquarters features, along with in-depth analytical tools, providing consistent opportunities to enhance, simplify and optimize business practices.

Virtual PBX configuration

The initial strategy of establishing a virtual switchboard is quite easy; it starts with comparing providers and selecting one that gives all the important thing VoIP features for your online business. While it’s possible you’ll not be using the entire features available today, you will need a VoIP system that may scale over time – so think beyond what you wish at once and consider how you will achieve future goals and manage growth.

SEE: Find out how much a VoIP phone system should cost.

Once you’ve gotten found a provider with the suitable capabilities and price structure, the following step is to transfer your old numbers to the brand new provider.

Important: don’t cancel your old service until the brand new one is launched – it’s possible you’ll encounter delays or lose your current number. The whole process takes several weeks. Before you may transfer your old numbers, it’s essential to sign an LOA.

Unless you are hosting your individual VoIP server (i.e., you are not installing a virtual PBX on servers your organization manages), the following step shall be so as to add recent phones and users to your recent phone system.

To quickly navigate the principal menu and find relevant data, it is advisable to familiarize yourself with the web user interface. To make it easier to and your team get in control, your provider will offer support with tutorials and help desk access – leverage these resources and make them available to anyone who will use your recent system.

Once you’ve gotten a solid understanding of the layout and functionality of the interface, you may start customizing your virtual switchboard. With just a few clicks, you may add users, record and configure voice messages, and establish customer call flows – all from one convenient interface.

From there, you may quickly and simply configure menu options for all of your principal lines of business, customizing the flow for each number.

Perfect applications of virtual switchboards

Even low-cost VoIP services are equipped with a virtual switchboard that may handle all the fundamental telephony administration duties that a small business requires, resembling basic call handling, forwarding, tracking, voicemail, conference calls, and so forth.

Contact center software, however, will integrate every channel you utilize into one virtual switchboard – calls, texts, emails, chats and more – all situated on a centralized platform that enables agents to view all the relationship with client in brief.

Many modern corporations use a virtual headquarters as a central element of their each day operations. We’ve listed some different examples below.

Remote corporations

Not only are you able to create and update a virtual switchboard from anywhere, but it’s also possible to use it to route incoming phone traffic to employees and partners working off-site.

This is a huge profit for teams that do not operate in a single central location, resembling an e-commerce company that manages incoming calls to process orders, handle customer support issues, and other urgent needs.

In addition to operational advantages, a virtual headquarters provides security of remote work much easier. Once employees log in to the phone service, they’re on the provider’s network and are responsible for keeping their calls secure and personal. This is much easier than attempting to manage VPNs at scale, and far inexpensive than MPLS and other on-premises solutions.

Field service corporations

The rise of complex services resembling smart home devices and solar panel technology means more technicians are on the road, providing installation, maintenance and repairs on site.

The virtual switchboard allows callers to achieve technicians in the sphere. It will also be integrated with field service management software to enable automated self-service options resembling meeting scheduling or visual IVR.

SEE: Five ideal use cases for visual IVR.

Call centers

Good call center software may have a very efficient virtual switchboard. Maximizes caller and agent time by directing incoming traffic to the suitable destination. It also promotes self-service solutions that improve the general customer experience while freeing up agent time to resolve more complex issues.

As a core a part of VoIP phone systems, a virtual switchboard provides the inspiration for other system integrations resembling IVR, ACD and payment gateways.

Replacing an older system

Businesses seeking to transition from PSTN to VoIP may find a virtual switchboard to be their recent best friend. It is even possible to integrate this contemporary solution with a local PBX via a SIP trunking provider. This means you may proceed to make use of your PBX, landlines, faxes and other equipment while migrating at your individual pace.

In this case, they may have the opportunity to access a software interface that is much simpler and faster to make use of than its bulky copper wire counterpart.