#ippbx software

Voice communication is still at the top of the heap of communication pathways like SMS, instant chat and even video so common nowadays in enterprise communications. Enterprises that have large scale operations with branches in various locations need fast, responsive IP PBX communication set up with accountability built in along with reports. The hosted multi-tenant IP PBX solution is just perfect.

1. Unified communication, separate accounting

Hosted multi-tenant IP PBX software came about to serve the needs of VoIP service providers that needed to add additional lines of business. They could offer IPPBX as a service to their business clients and monetize operations. The concept is to serve hundreds of customers and yet keep each one’s account separate with facility of billing, rates and monitoring. The same concept can be transplanted to enterprise operations that have multiple branches in one or different countries. The VoIP based multi-tenant hosted IPPBX software integrates seamlessly into the enterprise, offers a unified communication platform and yet keeps each branch operation distinctively separate. It is possible for the head office to maintain separate accounting heads for each branch that is part of the unified IPPBX system.

2. Better customer experience

These days the buzz words are customer experience. One side of the coin of multi-tenant PBX is that each branch operation is in a distinct channel. The other side is unified communication and centralized database. Picture a scenario where a caller dials into an IVR of a local branch or talks to a local representative and the IPPBX system fetches data from the central data repository at the head office. Everything goes off smooth and fast for the caller.

3. Multi-channel, multiple features

Take customer experience a farther along the road by choosing multi-tenant IPPBX with included IVR, social media and WebRTC facilities apart the standard routine set of features. Intelligent AI powered IVRs can have language recognition and translation facility besides being smart enough to fetch data and connect to an agent if it “senses” that the caller wants to talk to a  human. WebRTC allows audio and video chats and conferences that can enhance customer experiences in several different ways. It can facilitate a convincing presentation leading to conversion in the first meeting or resolution of issues with video chat and conference. Since social media is so much in use, a line to Facebook and Twitter included in the IPPBX can work wonders for customer experience. The beauty of multi-tenant is that the administrator can enable or disable features as may be needed.

4. Easy setup and relocation

If the head office or branch office relocates then transferring a standard PSTN PBX can involve considerable delay. Hosted multi-tenant IPPBX software, by its very nature, is easy to setup and operate. It takes an hour or so. With WebRTC inclusion, one may not even have to buy IP Phones or IP routers but if they exist, they can be incorporated with ease. Mobility is another attractive feature allowing executives to make use of the system while on the go. Should a branch office or head office relocate, the system can be up and running in no time. Communication disruption is minimal, assuming you have chosen a service provider with strong support philosophy.

5. Cost

Last but not least is cost. A standard hardware IPPBX involves dozens of hardware items, wires and space. These add to costs. Hosted IPPBX is simple in the extreme in terms of hardware. A new installation may comprise of just servers and PCs with video camera, headset and microphone and porting to mobiles. Existing setups can do away with IP hardware or just integrate them into the multi-tenant setup. Either way, there are major cost reductions. It also costs less to use since local and international tariffs may be on par and the system automatically activates least cost routing. It is hosted so you do not pay anything up front. Pay as you use, ramp up or scale down and control costs while raising communications to the highest level.

Enterprises rely on communication to drive business and IP PBX is the most versatile system in use allowing for unified communications that drive performance, profits and costs. Choosing the right IP PBX software is essential after considering its various features to ensure one gets maximum features and ease of use.

Two things stand out as being indispensable in a modern telecom setup based on IP PBX software. One is WebRTC incorporation. Inclusion of WebRTC in PBX software leads to ease of use in communication using desktops or mobiles through browsers. Further, WebRTC unifies audio, video, fax, chat and voicemail in a seamless way, a must for executives for enterprises. The second is mobile apps. Given that executives may be on the move, accessing the telecom software through a mobile device is a must have feature to look for when considering IP PBX software.

Another important feature in advanced IP PBX is the facility of multi-tenancy. While this suits ITSPS who wish to provide IP PBX as a service to their various clients, it can be just as useful for enterprises with branches in various locations. They can even include distributors and agents in a multi-tenancy setup thereby unifying communications, gaining more control and lowering costs. Tie the IP PBX to a backend CRM and functionality improves even more.

Consider the platform on which the IP PBX solution is based. Freeswitch evolved out of Asterisk and has advanced features besides ease of use, configuration, deployment and management. Choosing Freeswitch based IP PBX is, in common parlance, a no brainer.

These matters considered the question arises as to whether one should opt for an in-premise IP PBX or opt for hosted PBX software. The latter is preferable, especially when you have a capable vendor providing the service. The best advantage from performance perspective is that vendor takes care of upgrades and your system is never outdated. From the price point, there are no upfront capex costs involved and, when WebRTC is a part of the package, your cost of hardware also reduces since all one needs is a desktop with a headset and microphone or mobiles. The hosted, ready to go, package also includes analytics and reporting in real time to manage, monitor and improve performance.

IP PBX may be the latest in terms of technology but how easy it is to use is one important question to consider. Not all executives in enterprises are savvy enough to take care of extended configuration. What they need is a tool that works right out of the box.  This is where expertise of the vendor comes into play. It may not be that difficult to put together advanced IP PBX but to make it easy to use takes some expertise and knowledge.