VoIP PBX – What is it and how to choose the best telephone system?

Managing telephone customer service is not an easy task, which is why investing in tools that can significantly improve this process is always a very good idea. The right telecommunication system is essential for the smooth functioning of not only the customer service or call center department but the entire company. How can Thulium’s modern VoIP PBX support you in this? We answer this question in the article!

VoIP PBX – What is it and how does it work?

A telephone system (often referred to as a "PBX") is a key element in the basic equipment of any call center, contact center, or customer service office. The term VoIP PBX (Voice over Internet Protocol) refers to a virtual telephone exchange that utilizes the latest technologies. Unlike the traditional analog PBX, VoIP PBX handles all calls through the internet rather than the telephone network. Therefore, VoIP PBX belongs to the family of digital PBXs.

Due to its ease of use and the implementation of modern solutions, this is an increasingly popular solution in both the private and public sectors. Thanks to a call center system with VoIP PBX, all department employees can simultaneously conduct conversations with customers without the risk of quality deterioration or missed requests. Furthermore, VoIP PBX utilizes "cloud" technology, allowing access to all necessary data in one place. All you need to use VoIP PBX in your company is a stable and secure internet connection. This is an incredibly convenient solution, increasing work comfort, and allowing you to manage a hotline from any location. It also requires virtually no additional tools to effectively perform all of its functions.

VoIP PBX – Who is it for?

VoIP PBX is an excellent option for companies operating in any industry. It works perfectly in call centers, contact centers, or customer service offices. It can be an invaluable support when the number of phone calls you receive is very high and requires proper queuing and classification.

The Polish company Thulium offers solutions tailored to support various industries, including e-commerce, tourism, automotive, IT, healthcare, debt collection, logistics, and energy systems with photovoltaics. Thanks to this, call center systems equipped with VoIP PBX solutions from Thulium will be perfect for any company where high-quality communication with customers is a valuable asset.

How can VoIP PBX support you in specific industries?

• Logistics and Supply Industry – The specifics of the industry require your hotline to function flawlessly and adapt flexibly to changing circumstances. Thulium’s VoIP PBX-supported call center system works great for logistics and supply companies. With it, you can stay in regular contact with both individual and business customers, as well as coordinate communication with suppliers in real time. The Thulium system will help you organize all your communication channels and quickly verify information, e.g., regarding deliveries or ongoing freight orders.

• E-commerce and sales – VoIP PBX will help you manage all stages of the purchasing process. It makes order processing, complaints, and returns easier than ever before – with the help of VoIP PBX, you can efficiently manage customer orders and provide all necessary information about your store’s offerings. The most significant advantage is the ability to check the customer's history in the integrated CRM, allowing for personalized conversations that create a very positive impression. Integration with external platforms, such as Baselinker, is an additional convenience for coordinating the entire purchasing process.

• Healthcare – Having the right call center support system is crucial in the healthcare industry, given the importance of patient health. Telephone calls are essential for tasks such as patient registration and teleconsultations. For many people, teleconsultations are the only way to receive professional medical advice, so it’s vital to ensure the call center system is well-suited to the specific needs and nature of interactions in this industry. Thulium’s system enables quick and clear access to necessary patient data, significantly improving registration and teleconsultation processes. It can also help organize the work of receptionists, who often handle more than one communication channel.

• Tourism industry – Thanks to VoIP PBX, contacting customers becomes very simple and intuitive. Planning a trip and returning from it is a time-consuming and multi-stage process for all parties involved. With the call center system supported by VoIP PBX provided by Thulium, you can stay in contact with your customer at every stage of this process, without worrying about disruptions or technical issues. This will help you meet the expectations of even the most demanding travelers and significantly increase their trust in your company. You will also be able to stay in constant contact with other service providers, such as carriers, with whom you cooperate.

Benefits of using a VoIP PBX in your company

Implementing a VoIP PBX in your company can bring numerous benefits, both in the short term and the long term. How can Thulium’s call center system with VoIP PBX enhance your company’s customer service quality?

High integration level

In addition to the VoIP PBX, it’s important to consider the other features of the call center system and how well it integrates with them. Thulium's system comes with a built-in VoIP PBX and IVR, significantly improving user comfort and enabling fast and efficient call handling.

Moreover, Thulium’s call center system can be integrated with external platforms like Allegro. This integration is highly beneficial as it helps create an organized, streamlined network that is intuitive to navigate. It also removes the need to perform many essential operations manually, such as transferring data between platforms. Integrated platforms can handle these processes automatically.

Better coordination and work organization

The VoIP PBX, with its advanced call management features, ensures high coordination of requests, even with a large number of employees and incoming calls. Call queuing is an incredibly useful feature from both the caller’s and the agent’s perspectives. The agent will never miss a new request in the rush of work, and the person waiting in the queue knows how many people are ahead of them.

The call center system with VoIP PBX provided by Thulium also offers IVR functionality, which not only supports call queuing but also helps with initial classification. Classifying new requests ensures that each call is directed to the right person, based on their expertise or the nature of the issue. Additionally, with e-commerce platform integration, you can manage call traffic based on the status of the customer's last order. IVR will read a specific voice message and direct the customer to the appropriate queue. This will improve the overall organization of your department, speed up issue resolution, and increase customer satisfaction.

Easier space organization

Since the call center system with VoIP PBX is a digital solution, it eliminates the need for numerous physical devices. Traditional phone systems rely on physical equipment, which takes up valuable space and often leads to cramped workspaces and difficulties in document storage. By using a call center system with integrated cloud technology, space organization becomes much easier, as it doesn’t require many physical tools to function properly. A better-organized workspace will not only improve the atmosphere in the department but also enhance employee comfort, efficiency, and overall performance.

High call quality

Additionally, many VoIP service providers and users note that because the service is based on an internet connection, call quality remains consistently high. This is because the internet avoids disturbances often encountered with traditional phone networks, such as static, loss of signal, or audio distortion. This leads to smoother customer interactions, enhancing satisfaction with the service quality provided by your company.

Higher rate of handled requests

Another advantage of implementing a call center system with VoIP PBX is the increase in the number of handled requests. Thulium’s products, in addition to supporting request management, include various features that help reconnect with customers who abandoned calls or were disconnected.

The ability to return calls is particularly valuable as it not only helps complete requests despite temporary obstacles but also supports customer relationship building. When customers see that the company is committed to addressing their concerns, they will view your brand more favorably and are more likely to use your services again in the future.

Work from anywhere

An undeniable advantage of a VoIP PBX is that, thanks to cloud technology, it allows employees to work from anywhere. Whether your employees are working from the office, home, or while traveling, they can handle calls without any disruptions or inconveniences.

This is particularly useful if your customer service or call center department operates in a remote or hybrid mode, as it helps avoid quality degradation due to the lack of office tools. This offers a significant advantage over traditional PBXs, where calls are routed via phone networks, not the internet.

Conclusion

Choosing the right telephone system for your company is a crucial decision that will impact both the quality of customer service and employee comfort. Opting for proven, innovative solutions will allow you to meet customer expectations most effectively. The contact center systems offered by Thulium address the growing needs of modern businesses and will work seamlessly in your company, regardless of the industry you operate in. If you’d like to learn more details, schedule a presentation with Thulium prepared by our specialists.