Market musings

A Virtual PBX Is the New Mobile Storefront for Growing Companies

by Sasha Viasasha
December 28, 2017

Professional businesses need a professional phone line. The business line is like an auditory storefront for the modern consumer, especially mobile shoppers. 54% of business phone calls come from a customer on a mobile device, and this number is growing steadily.

When a customer calls, the greeting either immediately gives them confidence in a well-run organization, or raises doubts about how reliable the company really is. If the company can’t conference in the right person or transfer the call to the right group, the customer can easily find a more professional competitor.  

The simplification of the digital

For many decades, installing a professional phone line meant a physical phone system like a on-premise PBX. Then on-premise VoIP, and then business phone systems went virtual. Hosted VoiP allowed companies to move the entire phone system into the cloud, but they still required physical desk phones, programmable phone software and a great deal of network capacity.

Today, apps and mobile technology have solved that. A virtual business phone systems no longer live in bulky hardware and desk phones.

Capabilities like AI attendant, automated geo-routing, data dense call logs, find-me/follow-me and local numbers everywhere have been virtualized. Businesses can access these features across their existing mobile phone infrastructure, offering all the benefits of an enterprise-grade system, without any of the hassles.

You don't need a dedicated server and an IT department to add, delete, and move user phone numbers anymore. You can enable your mobile network with the powerful features of a virtual PBX, whether you are offline, online, or even traveling internationally. The powers of machine learning and advanced AI can all be at your fingertips – right on your smartphone. 

Leaner operations

Companies are looking for ways to reduce costs so they can be more competitive and profitable. In that quest, they have found that a physical phone system is no longer a necessary cost of doing business.

A virtual PBX, deployed on a BYOD mobile phone network, eliminates expensive upfront investments, moving capital expenditures to fare more manageable operating expenditures. In addition, BYOD is the future because it provides both better engagement for the workforce and a more positive customer experience.

The role of the mobile phone in CX

The app economy has permanently updated customer expectations of wait times. They want to handle things by themselves immediately, or reach someone right away if they need help. The ability to respond with fast, accurate answers is the foundation of a new focus on a more responsive and personalized customer experience (CX).

In this area, smaller companies have a decided advantage. The huge customer base of a larger enterprise presents a challenge to providing the kind of human touch CX at scale.

Meanwhile, a growing companies can greatly expand their marketshare by offering top of the line customer experience as part of the business model. The more mobile your virtual phone system, the more chances you have to provide excellence in customer experience, no matter how far from the office the business takes you. 

The voice UI storefront

In effect, a virtual mobile phone system establishes a professional front end for phone calls, leveling the playing field in the same way that an amazing website does for your online visitors. That applies to both inbound and outbound calls.

A dusty, office-bound phone won’t be enough in the future. Mobility = flexibility and speed. In sales, speed matters but only if you are both fast and prepared. SalesForce reported that three out of four buyers will close the sale with the first sales rep who can actually add value and insight in the buyer’s search for answers.

Your customers don't care how small or large your company is as long as you can deliver the kind of first-class CX that they expect.

Accelerated business in the mobile world

The fastest growing businesses of the past decade have prioritized speed in improving the lives of their customers. Highly profitable tech firms like Airbnb, Netflix, Uber and Amazon attract and retain their customers by delivering goods, data, and people around with greater speed and flexibility. This new generation of swift-moving, mobile-first companies have powered an entire generation of business innovation to support them.

Software has taken the place of movie theaters, retail shops, grocery stores, hotels, and now changing the definition of an office.

The virtual office is arguably one of the most profound legacies of digital disruption. Work no longer centers around a physical location, but is rooted in a brand identity that lives in cyberspace and imagination. 

Successful companies are building a brand that transcends location, and even product.

Culture and the customer experience are the new anchors of brand identity.   

Open talent markets, JIT (just-in-time) manufacturing and a global communication infrastructure allows companies to quickly scale up to meet opportunities all over the world. They are supported by a highly mobile and versatile workforce.  

This workforce brings their own devices, and now even their own telephone service. They are working at home, on the road as they travel, and in co-working spaces where they can get support while they network with peers.

Out of the office for good

Automation is replacing many of routine administrative tasks that were at the center of the traditional office. Thanks to software and specialization, an office space might be an unnecessary expense and excessive commitment for a modern business. The costly infrastructure that came with it -- desks, desk phones, computers -- can all replaced by the slim device in your pocket. 

At Spoke, we’re designing a next generation business phone system for the coming wave of business innovation and growth. In 3 minutes, you can transform the mobile phones of your employees into an enterprise level phone system with best-in-class security.

We’ve pared down the features menu to serve enterprise mobility and are building customized ­­add-ons for your industry vertical.

Whatever it takes, wherever you go

Whether you are running your business from your home office, a local co-working collective, or even the corner diner, Spoke assures that you will be there to answer the call for your customers.

Our smart directory masks your private telephone number and assigns and extension to each member of your team, while our auto attendant ensures that calls aren't missed, and tracks the workflow so you don't duplicate efforts in reaching out to clients.

The virtual, mobile PBX

Create call groups, conduct conference calls, and keep on-call notes for more effective followups.  We're even building AI-enabled features to read cues about the caller’s moods along with productivity-first smart features to help your business grow. 

Now is actually a great time to grow a business, despite the turbulent global economy, because new tech makes it easier than ever before to run a major operation on a smaller investment. Request a demo to see Spoke Phone’s virtual telephone system in action. In 3 minutes, you could enable a professional, scalable customer interface for your growth-oriented business. 

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