Basics about 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?

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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.

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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.

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

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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.

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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.

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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?

1. Sending text messages
   

Allows you to send text messages before or after a call to notify a customer of important information or confirm details of a call.

Business benefits: Improves communication with customers and provides an additional channel for communicating important information. This allows you to quickly inform customers about the status of their enquiries, promotions and other important news.

Use Case: The company uses the ability to send SMS to confirm bookings, appointment reminders or order status notifications. This allows customers to be aware of any changes and respond in a timely manner.

1. Telephony and email integration

Combines telephony and email into a single support system, making it easier to manage communications.

Business benefits: Improves efficiency in handling customer enquiries by minimising the time spent switching between different platforms and tools. This helps staff respond faster and provide better support.

Use Case: Helpdesk integrates phone calls and emails into one system, allowing you to see the entire history of customer interactions in one window. This reduces the time it takes to process enquiries and improves the quality of service.

1. Integration with CRM and sales systems

Links virtual telephony with sales systems, allowing you to automatically capture call details and customer data.

Business benefits: Accelerates call handling, reduces data entry time and improves the accuracy of customer information. This contributes to better customer service and satisfaction, and improves sales team efficiency.

‍Use Case: Sales uses CRM integration to automatically enter call and customer information into the system. This allows sales managers to focus on customer interactions rather than routine administrative tasks.

1. Social Media Integration

Connects the phone system to WhatsApp, Facebook Messenger and other platforms, giving customers multiple ways to connect.

Business Benefits: Expands the ability to connect with customers and potential customers by offering more convenient and accessible communication channels. This helps to reach a wider audience and improve customer experience.

Use Case: A company connects its phone system to WhatsApp and Facebook Messenger so that customers can contact it through their preferred messengers. This extends the company's reach and improves the customer experience.