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Euphoria’s call centre solution is making life easier for call centre owners and managers everywhere. This dedicated feature set on the Euphoria platform helps manage productivity levels by tracking and measuring agents’ performance.

COVID-19 has changed the way the world does business. More people everywhere are taking their work home with them – some on a permanent basis. For companies tied to landline telephone systems, that poses a significant problem.

“Lockdown caused a massive shift in communications,” says Euphoria Telecom CEO John Woollam. “So many companies that relied on terrestrial PBX systems were at a loose end because their lines were ‘landlocked’ by a specific geographical location. As the world becomes more mobile and remote working more commonplace, companies need to ensure their technology infrastructure is enabling this, not holding them back.”

Whether your employees work remotely or not, there are several reasons to divorce terrestrial telephony and move your PBX system into the cloud. It offers more flexibility and a much wider variety of features. But just in case you’re not convinced, here are five factors that may make you reconsider.

1. Upsize, downsize – any size

Very few businesses stay one size forever. They’re constantly expanding and contracting.

And as your company grows or downsizes, your PBX needs to change with it. Cloud-based systems can be scaled up or down easily, and you can add or remove users in a matter of minutes. This is a particularly valuable feature for call centres and other environments with high user turnover and large call volumes.

The added beauty of going cloud is, there is no need to tie your business into an extended contract. You can sign up on a month-to-month basis with no strings attached – no long-term contract required.

2. Accurate reporting

Cloud-based PBX gives you instant access to reporting tools. Among other features, this allows you to analyse staff performance and play back recorded calls. These reporting systems provide up-to-the-minute usage statistics and dashboards to help you analyse all call activity, so you can easily identify gaps in efficiency. And you can view who is active on the system in real time.

3. Time is money

Set-up time on a cloud-based PBX is generally far quicker than installing a landline-based system. New lines can be added very quickly and there is less risk of downtime because the system is hosted in the cloud, rather than relying on a physical PBX tied to one office location. When there are technical issues, most support requests can be handled remotely as opposed to on-site – another valuable time (and cost) saver.

4. No geographical limits

Landlines only work as far as the cable extends. But when you go cloud, there are no geographical restrictions. This feature was and continues to be a true lifesaver for businesses under lockdown, which needed their staff to work remotely. Calls can also be routed to and from smartphones, tablets or computers with the help of a simple software tool.

5. The bottom line

Because they are fully scalable, with cloud-hosted PBX systems, you only pay for the services you need. You also don’t need to spend a fortune on buying and maintaining hardware because the system is software-based. All you’ll need to invest in is the basic devices you’ll be using on the network, which either plug in via a LAN cable or operate wirelessly, and quality internet connectivity to ensure you and your callers get the best possible experience. And because calls are made via the internet, you can save on call costs and make calls between your branches for free.

Flexibility in today’s business environment should be a given. Cloud-based telephony can turn once static offices mobile, making it possible to stay in touch no matter where in the world you or your employees are. There are hundreds of value-added features to choose from, too. And at a time when physical distance has become a necessity, the cloud is the safest, most efficient place to be. So, are you ready to divorce your terrestrial PBX yet?

If you have more than one branch in your business, making inter-branch calls can get expensive and time-consuming. With Euphoria’s Multi-Branch Functionality, you can minimise those costs and maximise time-saving convenience in so many ways.

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