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Basics about Virtual Telephony
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14.4.2024

What is virtual telephony?

In the modern world, where technologies are advancing rapidly, virtual telephony has become a key instrument for corporate and private customers. Virtual PBX is freed from physical lines and devices and offers virtual numbers, call forwarding, and integration with a variety of services, making communication easier and more affordable. In the article, we will delve into the basics of virtual telephony, its features, advantages, and how a virtual telecom operator can be used in a variety of situations.

  1. What is virtual telephony
  2. How virtual phone systems work
  3. What are the virtual numbers
  4. The main features of a virtual PBX system
  5. How can a business use a virtual phone system?

What is virtual telephony?

Virtual telephony is a cutting-edge communication system that works via the internet, using VoIP for voice transmission. This technology allows businesses to set up multiple lines, direct calls to different devices, and operate globally without the need of a traditional phone infrastructure. It provides advanced business-telephony functions with lesser expenses, offering flexibility in communication management. Virtual numbers can direct calls to chosen devices, including mobile phones and stationary devices or computers, facilitating remote work and global calls without additional expenses. 

How virtual phone systems work

Virtual phone systems are using VoIP (Voice over Internet Protocol) to transform analogue voice signals to digital data for transfer via the internet. It provides cost-effective and high quality connection, allowing you to make international calls without incurring significant costs. VoIP offers better audio quality due to modern compressing and error corrections methods, making calls clearer compared to traditional telephony lines. The systems also allow sending SMS and MMS. 

The process of VoIP operation:

Conversion: voice converts into digital data.

Packetting: the data divides into small packets for transmission.

Transmission: packets send to the recipient over the Internet.

Reconnection: packets reassemble back into voice data at the recipient.

This technology allows us to communicate effectively in real time without traditional telephone’s infrastructure.

What are the virtual numbers 

Virtual numbers release phone numbers from being linked to a single device, offering call routing to any preferred device, from desktop to mobile phones. These cloud-based numbers offer flexibility and mobility, allowing you to manage your business communications from anywhere in the world. Same as traditional numbers, virtual numbers can be transferred to other operators, offering the same “possession”  degree. This technology is equal to email cloud services, providing customers with the same flexibility in usage.

Virtual number - this is a number which is not linked to an exact device or line. For example, the number may look like an ordinary local number, but a call to it can be redirected to any connected to internet device whether it’s mobile phone, computer or VoIP device. It allows the use of one number for a variety of tasks and provides greater mobility and usability.

The main features of a virtual PBX system

  • Elimination of need in expensive equipment and software

Unlike traditional contact centers requiring significant capital funds in infrastructure, switchboards, chipsets and cables, virtual telephony excludes those expenses. All you need is headphones and an internet browser or specialized software (softphone) for employees. This allows considerably cut initial and operational costs, and also expenses on maintenance. 

  • Mobility and flexibility 

Virtual telephony gives freedom to your employees to work not only from the office but from home, summer house or any other place with access to the internet. That means that important calls and faxes are no longer connected to desktop and may be redirected to mobile devices, allowing continuous connection without link to physical workspace. 

  • Improved management and control. 

With a virtual phone system you are always aware when your employees have logged in, who they have talked to and how long the conversation has been. The access to call records, detailed records about performance and queues - provides comprehensive control and management of your communication process. 

  • Ease of integration with business applications

In contrast to outdated systems which are limited in integration abilities due to their architecture, virtual phone systems offer open platforms, capable of easily integration with different third parties apps, including CRM, ticketing systems and social networks. This provides uninterrupted work and increases service efficiency. 

  • Continued support and scalability

Virtual telephony allows users to adjust call centers in different time zones for the round the clock support and use of automatic reception of voice messages and push notifications about missed calls. Thereby to flexibility and scalability several to hundreds of agents, the system sustains growth and development of your business without significant investments in expansion.   

How can a business use a virtual phone system?

Virtual telephony capability

Description

Advantages for business

Text messaging

Allows to send text messages before or after the call to notify clients about important information or to confirm conversation details.

Improves communication with clients and provides additional channel to convey essential information.

Telephony and email integration

Unifies telephone service and email in one support system, facilitating communication management.  

Increase efficiency of clients’ requests processing, minimizing time to switch between different platforms and instruments. 

Integration with CRM and sales systems

Links virtual telephony with sales systems, allowing automatically to fix calls details and clients’ data.

Improves call processing, data entry time, and accuracy of customer information, leading to better customer service and satisfaction.

Integration with social networks

Connects the phone system to WhatsApp, Facebook Messenger and other platforms, providing clients with many ways to communicate.

Enhances the ability to communicate with customers and potential customers by offering more convenient and accessible channels of communication.

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