The Real PBX Review

Cloud-Hosted PBX System

The Real PBX allows you to implement a secure, flexible, and scalable cloud-hosted PBX system designed to solve the issues and challenges caused by the traditional hard-wired telephone system. You can easily implement this kind of phone system in your organization without worrying about installation, operational, and maintenance costs that are usually associated with the traditional phone system. 

Utilizing the capabilities of cloud-based technologies, this modern phone system permits your employees or agents to take inbound calls and make outbound calls from any location at any time through any type of device. It gives your prospects and customers a simpler way to connect and engage with your business, and at the same time, enhances how your employees collaborate with each other. 

You can also customize this cloud-hosted PBX phone system according to the unique communication needs and requirements of your business. You can tailor its features to match the specific workflows in your inbound or outbound call centers and add or remove extensions when needed.  

Call Management Features

The business communication service/solution suite is packed with features that enable you and your employees to handle calls more efficiently and effectively. For instance, it has a call routing feature that helps you ensure that calls reach the right departments or agents. With this feature, you’ll be able to automatically and intelligently route calls to their appropriate destinations based on specific factors that you can set. These factors can include the demographic information of the customers who called in, the agents or attendants who are currently available to take the calls, the performance of the available agents, and more. 

Moreover, The Real PBX offers features that permit you to forward or transfer calls to other extensions and numbers. You can take advantage of these features in case agents are not available to receive calls using their official extension due to some reasons, like when they’re busy on a call, not in front of their computer, or having a vacation somewhere else. 

For example, you can forward a call between multiple agents listed within a certain group. If the call is not answered by the first agent included in the list, it will be forwarded to the extension of the agent next in line until someone gets the chance to answer it. You can also transfer calls from the agent’s extension to his own mobile number so that he can still conveniently answer important calls from prospects or customers no matter where he is and what he’s doing. 

The Real PBX, furthermore, supports call conferencing that makes it easy for you to organize and launch any type of virtual meeting. You’ll be able to set up company- or department-wide seminars, project or team meetings, or client meetings and connect multiple participants to your seminars or meetings remotely without hassles. As participants communicate and collaborate through conference calls, they can share files and data with each other as well. 

Real-Time Call Monitoring & Reporting 

Call monitoring and reporting features are integrated into the VoIP business phone services and solutions offered by The Real PBX. Managers and supervisors in your call centers can utilize these features to ensure that agents are performing well in handling inbound or outbound calls. They can barge in to live calls and listen to agents as they interact with customers. This way, they’ll be able to easily find out if agents are providing customers with incomplete, wrong, or misleading information. This feature is also useful for measuring and evaluating the performance of each individual agent. 

Aside from call barging, The Real PBX is also equipped with an easy-to-use dashboard where your call center managers and supervisors can view important call metrics in real-time. By tracking these metrics, they can formulate and implement strategies and protocols to better solve issues that affect the operation and performance of the call center.