What changes with call deviation in Cloud PBXs?

Call Deviation: What is the main difference in Cloud PBXs? How can businesses benefit? VOICELAND responds.

As the owner or head of a business, you will be very well aware of the value and power of customer service. This is what will make a company stand out from the crowd and that will have a direct huge impact on sales.

In the area of telephone communication and consequently, service, call deviation is one of the most powerful functions that helps to always be present and available. It is the service that allows every interested or potential customer to contact the company whenever they need it.

But what changes with the call deviation in the Cloud PBX?

To answer this question, we first need to clarify what is the fundamental difference between a Cloud PBX and a traditional one.

As we mentioned in the call center guide (also known as PBX), a call center is a system that a company uses to manage its calls and generally all the volume of its telephone lines, whether it is internal calls between employees or external calls.

The traditional call center, which tends to be eliminated with the rise of VoIP telephony, connects all extensions to the public telephone network through analog or digital lines (PTSN or ISDN).

Cloud PBXs use IP to make calls. They use Internet telephony (VoIP), which in turn brings multiple benefits and, of course, significant cost reductions.

In a traditional PBX, call deviation is needed so that when an employee is not in his office, he can transfer the fixed number of his job so that he can also receive calls from somewhere else (e.g. to his mobile phone).

In cloud phone systems, this is optional. Since one of their unique advantages is mobility, the possibility allows professionals to have virtually always with them the phone number of their job, wherever they are. Basically, all they need is a device that has internet access. Therefore, they can always be available, regardless of their location and their office.

How call deviation is used in Cloud PBX?

It is used when an employee is not available to take any call. But this is not related to where it is. Just because he has his business number wherever he is, doesn't necessarily mean he's available. If he is in an internal meeting, for example, a meeting with a client, or on leave, it is not legitimate for him to receive calls, or to serve.

This means that it still needs the function of diverting or deviation calls. It needs to be able to transfer an incoming call immediately and quickly.

For this reason, every evolved PBX application, such as that of 3CX provided by VOICELAND, has this feature, in which the employee specifies to which internal number or other number he wants his calls to go. In fact, through the application of 3CX calls can be routed where necessary, depending on the status (e.g. Away, Do Not Disturb) in just one click. This means that any user can change their call deviation (or deviation), simply by changing their status.

Benefits of call deviation

• Every call is answered, regardless of the employee's availability.
• Depending on the Call Center Cloud application, enabling and disabling the deviation is easy and fast.
• The choices are too many (refer to a specific phone number or a specific volume of calls).
• Each user can change the deviation settings on their own, without the need for an administrator.
• Each user can create deviation programs based on their needs, such as switching off depending on working hours or call recognition.
• Taking advantage of the deviation to the full can be available up to 24/7, significantly enhancing customer service.

By choosing VOICELAND as your call service provider and your Cloud Call Center, a wide range of functions are ensured for your business with the sole aim of achieving the company's best performance. With the 3CX application provided by VOICELAND, as the first nationwide Platinum Partner, every business can build its own unified communications, without restrictions. You can thus:

• Manage a large volume of calls.
• Take advantage of call deviation with custom solutions that VOICELAND can offer you.
• Optimize your customer service.
• Record the calls you need most.
• Receiving voice mail (Voicemail).
• Reduce the costs of communication, significantly.
• Take advantage of other business-specific features such as videoconferencing* and virtual meeting rooms.
• The enterprise remains fully productive, even in remote work.
• Take advantage of the low VOICELAND charges (see charges). 

Contact a representative if you want to start taking full advantage of the call deviation