Failing To Plan Is Planning To Fail.
Your company probably already has a disaster recovery plan (DRP) in place for your IT services. You make sure your data is backed up daily and you have written procedures in place to restore a failed piece of hardware should you ever need to. But what happens when your voice services are disrupted? Any number of events can occur to make your office voice services unusable.
IVRs ( Interactive Voice Response ) can always answer calls without any human intervention required. Having an IVR will let your customers route their own calls if they cannot be answered by a person.
If your company still makes use of traditional analogue or ISDN lines, moving to SIP trunking will provide a large range of voice DRP options. SIP trunking solutions will often allow calls to automatically failover to a secondary office location if your primary office is offline. For companies with a single office location, calls can be diverted to a mobile or any other number to ensure they can still be answered.
Inbound Call Management Services
Alongside SIP, providers are now starting to introduce self-serve call management solutions that allow companies to set up and control how calls are routed to their business. This means that any necessary changes can be made quickly and easily, via an online portal.
The last thing you want to be doing in the event of an emergency is sitting on hold, waiting for your phone provider to make changes for you - some changes to legacy ISDN lines can even take days to be implemented! By choosing a provider who allows you to make these changes yourself, you can get your calls flowing within minutes, using any internet connected device.
- Control main customer-facing numbers such as sales and support lines
- Answer calls no matter the circumstances impacting the business
Provide great service
- Control key individuals’ contact numbers
- Let the end customer make the call routing changes for the specific issue that they are experiencing
Management Information (MI)
- Online reporting tracks the calls to the customer’s business during “normal” and exceptional circumstances
Most companies have PBX equipment at their office locations that handle call routing, voicemail, IVRs and call queues. If your PBX is unavailable, many of the call routing features that you depend on can be lost if calls are then diverted to another location. This can be confusing and frustrating for customers calling in.
A hosted PBX solution removes these features from the on-premise equipment and instead hosts them in the cloud. With a hosted PBX, your customers receive the same call flow no matter what’s happening at your office locations. In addition, most hosted PBX services allow your phones to connect to the service from anywhere - so if you have a disaster, your staff can plug a phone in at home, or access the service via a softphone on their desktop and keep working.