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How many times you thought – whilst your team gets bombarded with calls, during busy periods – how great it would be if you could redirect automatically some of the calls to the right person or team, rather than have the receptionist do all the work? Classic (or old style) PABX systems can be difficult to program, hence the specialists involved can be quite expensive, it would take time and perhaps generate some down-time as well… Consequently, you’d take the “if it’s not broken, why change it” path, and never improve the way you serve your customers.

You may assume a modern telephony system would be complex and hard to configure and maintain but you wouldn’t be further from the truth… Because the most modern VoIP systems are software–based rather than pieces of hardware sitting mysteriously in a corner and requiring the magic touch of a “specialist”, they are rather easy to work with.

In fact, they are so easy to manage, they can be easily programmed by 14 years old geeks – provided they are somewhat disciplined (unlikely, so better stick to a grownup).

With over-the-web interfaces and point-and-click configurations that are easy to understand, these VoIP systems allow even regular users to make changes to their extension’s behaviour, making everything faster to change and more flexible to operate.

Some VoIP systems even allow configurations where the organizational chart is reflected, and managers have permissions that allow them to oversee their teams’ usage and observe the KPIs in real-time (e.g. call centre-like portals with statistics).

Once the Web2.0 era was here and highly ergonomic user interfaces were possible, most applications (including VoIP management software) moved towards web interfaces with greater flexibility. Today, you can opt for fully supported or self-maintained VoIP apps and services, and only require assistance when something is too technical to be done with in-house skills.

NOTEWORTHY: Modern VoIP PABX systems, regardless if they are on-premise or cloud-based, offer greater flexibility in terms of maintenance and support, allowing self-configuration.