How to set up a Cloud PBX Phone System for Business?

Cloud systems have taken the world to the next stage. Traditional business phone systems are outdated and complex in managing current needs, so businesses are switching to cloud platforms. They are also simple to set up and maintain.

Also, these cloud systems can improve customer engagement rates, which a business is expecting. Hence, it is essential to have a smooth migration process and experience tons of benefits for their brand.

This blog will explore nine easy steps for businesses to set up a cloud PBX system quickly.

PBX Phone Systems: What exactly is this?

PBX refers to Private Branch Exchange. This internal telephone network can be set up and utilized within the organization. It facilitates seamless internal communication and has functionalities like handling inbound and outbound calls, call management, voicemail, etc.

Organizations own these phone systems directly instead of phone companies, the only service providers. With PBX Phone Systems, staff from different branches can communicate with each other hassle-free.

How does a PBX Phone System work?

PBX systems have three major types: Analog, IP, virtual or cloud-hosted.

Analog PBX systems are traditional landline phone systems that connect using the Public Switched Telephone Network (PSTN). These systems are rare, and most businesses have removed their connections, too.

These phone systems will use copper wires and cables to connect the inbound and outbound calls. These copper lines are connected to the on-premise phone systems, which are instead connected to the PBX box in the physical premises. This box then uses telephony switches to manage incoming calls and direct them to the appropriate destinations.

IP PBXs are advanced analog PBX systems that allow connectivity within various locations. They use Voice Over Internet Protocol (VoIP) technology to link office networked phones. 

On the other hand, virtual PBX systems use the internet connection to offer a flexible and modernized way of communication. They also come with loaded features at cost-effective pricing. These phone systems use VoIP or digital lines to enable connection. 

Among these three, cloud PBX phone systems are the primary choice of most modernized businesses. These virtual phone systems are the only option for satisfying customer needs and adapting to the market's growing demands. 

If you are one such business in the present era, virtual PBX phone systems are ideal for getting started. Let us discuss cloud systems more for a clear perspective.

13 Eye-catchy features of a Cloud PBX Phone System:

Although these phone systems have revolutionized the market, cloud PBX systems top the list with their unique functionalities and benefits. Here are the high-end features that you should know:

1. Auto Attendant

Auto Attendant offers callers with a variety of options. Based on their response, the call is further redirected to the respective agent or the department. Initially, they are welcomed with customized greeting music.

2. Call Recording

With the call recording feature, businesses can record the conversations between callers and agents. This information can be stored on cloud devices to avoid missing information. Also, one can learn the callers' preferences, likes, and dislikes.

3. Call Masking

With the Call Masking feature, the agent’s phone number is hidden, and a temporary phone number is displayed on the customer screen to protect the agent’s privacy. This temporary number will expire after some time.

4. IVR Menu

IVR (Interactive Voice Response) is a feature that enables callers to connect to the desired department. It also routes them to their respective destinations and allows them to get a solution for their query.

5. Call Barging

Call Barging is a feature through which the supervisor or a call center manager joins the ongoing call between the caller and the agent. These heads can provide an enhanced solution to them if the agent finds it challenging.

6. Call Queuing

As the name suggests, Call Queueing is a feature where incoming customer calls are queued one after the other. Based on the agent's availability, the calls are directed to them to address their queries shortly.

7. Real-time Monitoring

Business heads or call center supervisors can lively monitor the ongoing calls and learn how agents are capable of handling their disputes across various channels. It includes calls, chats, emails, social media, etc.

8. Call Whispering

Call Whispering is a feature where supervisors can join and monitor the live customer call and provide instructions to the agent to improve customer satisfaction. In this case, the customer will not be aware of them on the call.

9. Ring groups

Ring groups can shorten the customer’s waiting time by notifying all the available agents belonging to the specific group and connecting the first available agent to the caller immediately.

10. Voicemail Transcription

The Voicemail feature can be a savior when agents or businesses are unavailable to pick up customer calls. Callers can record their queries instantly using the voicemail options, which will be automatically sent to the agent’s emails. They can listen to/download once they are back.

11. Reporting and Analytics

One of the best features of the cloud-based PBX platform is that you can quickly get a deeper insight into customer data and track agents' performance. With these data, you can make the required futuristic decisions.

12. Call Conferencing

This feature enables businesses to add one or more agents in a single call to improve collaboration. Agents from various locations and branches can easily connect with each other in a few clicks.

13. CRM integrations

CRM integrations are the most crucial feature to remember when planning to set up a virtual PBX system. As a business, you may use multiple tools for your work operations. With cloud-based PBX, you can continue using them, and all the channels are combined, and the data is synched perfectly.

How to set up Cloud PBX Phone System? 6 Easy Steps

With these rich functionalities, cloud PBX phone systems remain to be a noteworthy choice for every business. Here are the nine easy steps to follow for cloud PBX system installation:

1. Configure IP phones/ Desktop Phones

Initially, you can configure your IP phones or desktop phones that you were using previously and keep them ready. Also, check for headsets and other primary equipment to handle calls.

2. Look for a service provider

The next step is to find a service provider that can help you deliver a cloud PBX system. There are many cloud PBX providers in the market; check for the ones that fit your budget and other requirements. You can check for customer stories, reviews, ratings, features offered, etc., and make your own decisions.

3. Get a virtual phone number

Once you have selected the solution provider, learn about their pricing plans and choose the one that is applicable. Once you are done with the payment process, you can log in to the dashboard with the required credentials. Based on your target audience, you can select the country and get the virtual phone number.

4. Start adding users/team

Start adding users and combine them as a team to initiate the process. You can also arrange for a training session if they are unfamiliar with VoIP and cloud solutions.

5. Setup call flow

Set up the call flow by assigning the desired agents to the desired teams. This can direct the calls to the respective teams/agents based on their skills and call flow that has been set up.

6. Get started with customer calling

Now, you are done. You can quickly start making and receiving calls from your customers. All the information will be available on the dashboard. 

Ready to switch towards Cloud PBX?

With hassle-free installation and advanced features, migrating to cloud PBX platforms is an excellent decision. They resolve all the challenges pertaining to traditional phone systems. Particularly, startups and small businesses that find it difficult to invest a hefty amount can switch to cloud platforms as they are budget-friendly.