Effective communication in companies is essential to build stable and lasting relationships, not only with customers, but also among team members. Without it, it is almost impossible for any activity to develop properly. In this sense, digital transformation plays a decisive role.
Nowadays, more and more companies choose to develop their activity outside the office, especially as a result of the situation generated by Covid-19, which has shown that it is possible to work from anywhere in the world if you have the right tools. That is why, in the case of communication, many companies have adapted to the situation by changing their traditional telephone systems for those that work through the Internet, such as the virtual PBX or the call center software. In this sense, many companies have already decided to adapt their communication systems to the digital transformation and make the leap to WebRTC, a technology that, as we will see below, offers much greater advantages than other VoIP protocols such as SIP.
Although for any company, regardless of its characteristics, switching to WebRTC brings with it a great number of advantages, there are some situations in which this transition is even more beneficial. In this article we want to show you some examples.
For those businesses that work from home
Nowadays, after the lockdowns that have been happening during last year, it is common to find situations in which teleworking coexists with face-to-face work. Either because some of the employees have been forced to carry out their activity outside the office or because companies offer this possibility, remote working is already a reality.
In this sense, communication, both external and internal, is a fundamental aspect. In fact, employees who are teleworking must be able to communicate effectively with customers and the rest of the team, as if they were in the office, and the company must be concerned to ensure this aspect.
In these cases, a virtual PBX that works with WebRTC is the ideal option. Unlike those that work with SIP, they can be used anywhere if you have an Internet connection. As it is an open source protocol, you don’t need to download any additional software or install any additional equipment. Simply by accessing the browser of our computer, mobile or tablet, you will have your PBX to work from home.
Nowadays, at least one of these devices is within everyone’s reach. This facilitates teleworking, in addition to reducing costs for the company, since it will not have to make any additional investment to adapt the employee’s environment.
On the other hand, the internal communication tools of virtual PBXs, like the ones we offer in Fonvirtual, ensure that all employees can talk to each other through voice, video and chat, no matter where they are working from.
For multi-site companies
Those companies that have several offices, either nationally or internationally, have a number of characteristics and specific needs in many aspects. When we talk about communications, multi-site companies require numbers from different countries to have a local presence, several extensions that allow communication between offices…
In this sense, multi-site companies must operate as one, looking for solutions that allow them to manage the communications of all sites in one place. With the change from traditional lines and SIP to WebRTC, it is possible. By not relying on cables and having everything in the cloud, it is possible to handle all communications from the same interface. In addition, all the numbers available to the company will be unified, using the agent the one that corresponds in each case. For example, imagine a company with offices in Spain and France. In case a Spanish employee has to call a French client, he will be able to use the head number of that country. This way, the client will not know where the caller is located and the company will have a local presence.
On the other hand, the multi-site PBX for companies can be integrated with other communication channels, such as WhatsApp or Telegram. These instant messaging applications are free for customers, so they can contact any company headquarters regardless of the country in which they are located.
For companies that are constantly moving
Mobility is a fundamental element for many companies today. In this sense, changing our telephony system to WebRTC is key to ensure success.
As we said before, we simply need a device with an Internet connection to manage our communications. Thus, for those companies looking for flexibility to meet the interactions with customers, will make the virtual PBX remotely your best ally.
In addition, you will also find a fundamental advantage: you will be able to access your extension from more than one device at the same time. That is, they will be able to have it open on their computer, mobile and tablet at the same time and answer their calls and/or messages from the one closest to them at any given moment. However, it is important to note that not all IP telephony operators offer this feature for free, but charge an additional cost for each one.
For companies that want to connect all their tools
The most convenient thing for any company is to connect all their tools so that they can perform any task in the most efficient way possible. Most of these tools work over the Internet, so switching to WebRTC, our telephony service, can facilitate integration.
For example, for efficient customer management, most businesses have a CRM. By connecting this tool to our telephone system, we can make and receive calls from the CRM itself. We even have the possibility of automatically displaying the customer’s file and modifying their data in real time without leaving the interaction. In this way, the productivity of the company will be much higher and the customer experience will be even more satisfactory.
For companies that need to automate customer service
Today’s customers demand faster and faster responses from companies. In this sense, it is necessary to automate certain processes
So for companies that want to reduce customer wait times, switching to WebRTC allows them to incorporate virtual agents. With a chatbot or callbot on our PBX to handle less qualified requests, we will meet customer expectations.
In this way, the agents will be able to dedicate themselves to giving personalized attention, since they will only receive the requests for which the Artificial Intelligence systems cannot find an answer.
As we said in the beginning, changing to WebRTC communications is a great advantage for any company in any situation. At Fonvirtual, all our services work with WebRTC technology, being pioneers in combining it with telephone numbering. If you want to know them, you can contact us and we will help you to make the change towards the technology of the future.