VirtualPBX: At the Epicenter of Contact Center Innovation

Lon Baker, COO

The year 2017 has been a year of brilliance for VirtualPBX. Flanked by its successful launch of the new business phone platform, Dash in the previous year, the company is gearing up to release a series of innovative features and to deliver on the goals and objectives set for 2018 and beyond. With a growing customer base, VirtualPBX continues to address business challenges with intelligent communications solutions. Behind the scenes, it is this 20-year-old company’s mission to constantly innovate and deliver sophisticated features, the highest reliability, and the best value possible in a cloud-based business phone system. Their commitment to this mission has reserved them top spot in the hastily filling-up contact center arena.

Through its recently launched Salesforce CRM and VirtualPBX Desktop Softphone integration, a variety of new functions were introduced that connect a company’s call data and features to the popular customer relationship management tool—Salesforce. “The popularity of intertwining the award-winning hosted business telephone services that VirtualPBX provides has led us to launch a set of new and innovative features into our Dash platform,” adds Lon Baker, COO, VirtualPBX, indicating that the Salesforce integration was just the first of many connected services to come. “The features include Webhooks, WebRTC, and API integration.”

Released in November, Webhooks from VirtualPBX allow clients to send outbound web requests containing data for call events in near real-time.

Our customers are our top priority, so ensuring the efficiency of their operations is something that we take very seriously

“The information gathered can be used to integrate internal systems and tools easily with Zapier, a popular service that is used to link over 750 applications in order to automate workflows, build reports, and send notifications,” adds Baker. What’s more, Dash Phone Plans can also be integrated with internal systems directly via Webhooks, enabling an infinite number of custom workflows.

The API integration feature, coming soon, will allow contact centers to remotely control and monitor incoming calls which will both increase efficiency and add transparency to operations. Further, through their upcoming integrated WebRTC feature, contact center agents will be able to take calls from anywhere they have an internet connection and a browser window.

The company’s innovative ideas are well backed by customer training and support. Baker states, “Our customers are our top priority, so ensuring the efficiency of their operationsis something that we take very seriously.” Beyond the highly customizable one-on-one training and VoIP troubleshooting customers receive, VirtualPBX goes above and beyond with a slew of network support and monitoring tools. When customers experience issues with their network, a Network Health Check will produce a week’s worth of data to analyze. Based on the results of these analyses, VirtualPBX works with customers to create a game plan to get their networks up to par. For customers who simply need more bandwidth, VirtualPBX can procure the best price in a customer’s local area. Lastly, for customers and non-customers alike, their VoIP Clear Fix tool provides an impenetrable VPN tunnel for voice traffic, protecting phone calls from interruptions based on spikes in web browsing, email services, and other internet activities.

Located at the nexus of technology and innovation, VirtualPBX collaborates with other telecom leaders to drive their vision on the road ahead. In 2018, the company aims to introduce text messaging and a click to call browser extension for the call center market. “We are witnessing a high traction when it comes to mobile call centers where agents can engage with clients on mobile phones, and we will be embracing this trend to build a truly mobile contact center environment,” concludes Baker.