Make the most of the wireless EPABX with call management services

Wireless EPABX is a version of PBX (Private Branch Exchange), a private telephone network used within a company or organisation. It facilitates free calls between users internally and offers multiple lines for external communication. Connectivity is enabled through GSM SIMs that link it to the nearest mobile base station. It is a versatile platform onto which value added services like Interactive Voice Response (IVR) can be layered.

Wireless EPABX is a version of PBX (Private Branch Exchange), a private telephone network used within a company or organisation. It facilitates free calls between users internally and offers multiple lines for external communication. Connectivity is enabled through GSM SIMs that link it to the nearest mobile base station. It is a versatile platform onto which value added services like Interactive Voice Response (IVR) can be layered.

IVR allows the launch of automated voice and routing services like custom auto-attendant, professional greetings, music on hold, call recording and conferencing, call forwarding, call waiting and voicemail.

Call auto-attendance and routing: Calls can be verified and diverted calls to either extensions on-site or to employees outside of the company site.

Extension selection: In companies without a dedicated receptionist, IVR is a valuable tool to divert calls to the correct department. The system can be configured to offer a number of options to direct the caller, or offer pre-recorded messages for standard queries like address or opening times. Caller identity can be authenticated before moving the query to an employee – saving time and enhancing security.

Call forwarding: External calls can be transferred between different users or auto-forwarded when certain criteria are met, like number of rings or a certain lapse of time. Call forwarding can be programmed for specific time bands as well (after office hours or on Sundays, for instance).

Call waiting: The call waiting feature alerts users of incoming calls, so calls can be diverted to other employees, without making the customer wait.

Voicemail: This feature allows a caller to leave a message when an extension is busy, and thus save time. The subscriber can also avail of this feature when an incoming call is not of high priority.

A good hosted IVR also provides valuable insights into product complaints, customer expectations and service gap areas, helping companies address issues and upsell products.

With telephone still holding sway as the most popular communication channel, wireless EPABX cum hosted IVR significantly improves customer service. Available from established names like Tata Tele Business Services, wireless EPABX with Hosted IVR offers convenience, economy and technology. Scalable and flexible, these solutions are the perfect fit for companies that aim high in business growth and customer satisfaction.