Virtual phone systems are cloud-based phone networks that call centers use to make and receive calls. Virtual phone systems are hosted off-site, and are offered through VoIP service providers for a monthly or annual fee. VoIP, or Voice Over Internet Protocol, allows users to make calls over the internet instead of traditional analog wires. Many call centers opt for virtual phone systems for their low-cost, ease of use, minimal upfront investment, flexibility, and scalability. On-site PBX phone systems require hardware that’s expensive to maintain, especially if IT problems arise. A growing call center wouldn’t benefit from an on-site setup because it can be time consuming and costly.
Virtual phone systems are inexpensive to maintain. If downtime occurs, a quick call to tech support can resolve a call center’s problem. Agents can also individually reach out to tech support if they experience issues on their end alone. Investment is minimal with these phone systems. Setup is relatively inexpensive, especially when compared to the overall cost of an on-site system. Most call centers can use the equipment they already have if they switch over to a virtual phone system. Virtual systems are also easy to use. If a call center is hiring more agents, they can quickly add more lines through an online portal. They can also update their account information through their account portal. In addition, remote work is easy with a virtual system. Virtual phone systems allow agents to log on and work from anywhere with an internet connection.
More Virtual Phone Resources for Call and Contact Centers
Power of the Cloud. Because our global ACD is based in the cloud, you can route to any agent regardless of location, whether inside your contact center or working remotely.
Here, we’ll explain what a cloud-based call center is and explore the benefits of call center software for businesses and customers. You’ll discover how a virtual customer service solution can help you reduce costs and increase reliability while providing better service to your customers at every turn. By the end of this article, you’ll have a better idea of whether a cloud-based contact center solution is the right fit for your organization and know where to go for more information.