Trends in Virtual Telephone Switchboards: What to expect in the future?

Developments in Virtual Telephone Switchboards and the future of business telephony

According to National Observatory of Technology and Society (Ontsi) Between 2025 and 2025, 75% of Spanish companies will have implemented cloud systems to manage communications.

It is a fact that makes it clear that communications will move from traditional telephony to the cloud age in a short time.

Why are companies migrating to cloud telephony?

The answer is clear: Virtual PBX offers a flexible and efficient solution for communication management No need for a hardware. They also help companies to reduce costs, optimize productivity and are scalable.

But their functions and benefits don't end there. They have more to offer, for example:

Favoring brand experience in customers and employees

A company VoIP guarantees high quality calls, response automation and smart routing. This translates into better customer attention and is this not what companies are looking for?

In addition, unified communications are designed to facilitate internal collaboration with functions such as call recording, videoconferencing and integrated chat.

Virtual PBX telephony drive remote work

Remote work has one before and one after 2020 when the COVID- 19 pandemic forced the world to understand the potential of home office.

It is estimated that at least 23 million people in the world have teleworked and digital tools, such as, The cloud call system is a plus to boost productivity in this work model.

Companies need solutions that allow their employees to communicate from anywhere. Thanks to IP telephony and mobile device compatibility, teams can take calls from anywhere in the world only with an Internet connection.

Along with digitization and adaptation to the future

According to the Analyst company IDC It is estimated that, in the medium term, 65% of the world's gross domestic product (GDP) will be digitized and companies that do not adopt cloud-based solutions risk losing competitiveness.

In this regard, traditional telephony cannot match the efficiency, scalability and security of a cloud call system.

Those who have migrated to a Virtual PBX for small businesses or a Virtual PBX for large companies enjoy automatic updates, integration with IA and greater security in their communications.

VoIP enterprise in the age of artificial intelligence

Today, talking about technology is also about Artificial Intelligence (IA). Business telephony has seen significant improvements with the integration of the IA.

A few years ago, it was just a migration from analogue to digital telephony, today it translates into automation, data analysis and real-time response capacity.

Thanks to artificial telecommunications intelligence, VoIP's corporate solutions incorporate virtual assistants, intelligent routing and advanced conversational analysis. Let's talk more about this:

• Voice analysis and conversational intelligence: voice analysis and conversational intelligence tools allow the evaluation of telephone interactions to provide information that helps improve service quality and customer satisfaction.
• Automation of call routing with IA: The IA facilitates the intelligent routing of calls by directing the client to the most appropriate Agent according to their needs.
• Virtual assistants and custom automatic responses: with the IA, the Virtual PBX telephony have virtual assistants that offer customized responses to customers.

Will Virtual PBX telephony be integrated into new business tools?

The technology advances very fast, what was a new year ago remains in the past, applications are constantly updated, the market requires quick solutions, immersive experiences, among other things.

So, can you Virtual PBX telephony move to the pace that the rest of the technology does? Of course it does! and a sample of it are the functionalities that today the phone offers in the cloud:

CRM connection and sales platforms

IP telephony is integrated with CRM systems and sales platforms. Thus, it centralizes customer information and improves efficiency in commercial interactions.

For example, if you do the integration with CRM, when a client calls, the system recognizes its number and shows the on-screen history before the Agent answers the call. This allows:

• Offer personalized answers.
• Automate the records.
• Efficient monitoring.

Synchronization with messaging and video conferencing applications

With the cloud call system employees can connect with customers and co-workers from a single platform to make video conferences through Zoom, Google Meet or messaging.

This is possible, because IP telephony is linked to platforms such as Microsoft Teams, Slack and WhatsApp Business.

Let's see with an example how it works: suppose you're an Internet service company and a client contacts your business through WhatsApp with a technical problem.

The chatbot attends and resolves the basic query, if necessary, transfers the conversation to a Agent available in Microsoft Teams. If the case requires more details, the Agent program a video call in Zoom with a click.

The best thing is that the entire client's history is recorded in the CRM and so future interactions are optimized.

Calls, chats and social networks in one system

Maybe, if we had told you a decade ago that you could have on a single platform calls, chats and social networks, you wouldn't have believed us! But today, technology makes it simple.

Virtual PBX uses business VoIP and APis technology to connect different communication platforms on a single interface.

Thanks to this, a client can contact your company through Instagram, Facebook, WhatsApp or any other platform and when the message is detected, the system connects directly to the right Agent.

On the other hand, let's assume that a user first consults for the Facebook chat and then calls, since everything is registered does not need to repeat his problem, because the agents will have their history at hand.

Sustainability and green telephony: is the future of communications?

The digital age has also brought with it a concern for companies: how much do communications really contaminate and what do they do to mitigate it?

Desktop phones, physical telephone power stations and other devices generate electronic waste (e-waste). According to the United Nations Organization (UN)In 2022 alone, 62 million tonnes of electronic waste was produced.

The adoption of new technologies can have a positive impact on reducing this footprint.

A report from "World Energy Outlook 2024" maintains that in recent years, communications systems have increased investment in clean technologies due to the rapid growth in electricity demand.

Virtual PBX goes along with a greener consciousness, as it minimizes the use of equipment that ends up becoming scrap.

How to prepare your company for the future of Virtual PBX?

The centralites advance with technology and to ensure that the service is ready for the future, follow these tips:

• Evaluate the communication needs of your business.
• Make sure you have a stable Internet.
• Train your team.
• Choose a reliable supplier.
• It prioritizes data security and protection.

Is your company ready for the future of communications?

When migrating to Virtual PBX telephony your company gains flexibility, reduces the footprint of e- waste that man leaves on the planet, improves the customer experience and keeps up with technological innovations.

Integration with tools such as CRM, sales platforms and messaging applications allows for centralized and efficient management.

In addition, with the functions planned for the future, business communications will be faster, safer and accessible from any device.

Do you want to implement a Virtual PBX?, contact us and discover the packages we have available.