Virtual PBX vs. Unified Communications x-bees: Which Tool Does Your Business Need to Improve Customer Service and Sales?

In today's business world, where speed and personalization are key to attracting and retaining customers, choosing the right tools to manage communications is crucial. Both a multifunction virtual PBX and an advanced platform like x-bees offer solutions to boost your customer service and sales, but each is designed for different levels of needs. Which is best for your company? In this article, we break down their differences and use cases to help you make the right decision.

What Do We Mean by Multifunction Virtual PBX?

A multifunction virtual PBX is a solution that allows you to manage calls and, in some cases, emails from a centralized interface. It operates through the cloud and is designed for companies that need basic but efficient control of their communications.

Possibilities of the Virtual PBX for Customer Service and Sales:

Automated call management: Set up an IVR (Interactive Voice Response) system that redirects customers to the correct department, saving time and improving the user experience.

A customer calls an electronics store and hears:

"Thank you for calling Digitel. Press 1 for sales, 2 for technical support, and 3 for billing."

Business hours control: Configure custom schedules to automatically redirect calls outside of business hours to voicemails, informational messages, or on-call mobiles.

A law firm configures its PBX so that calls outside of business hours display the following message:

"Thank you for calling Germanías 82 Lawyers. Our hours are from 9:00 to 18:00. Please leave a message after the tone, or in case of emergency, contact our on-call number at 692 xx xx xx."

Organized waiting queues: Reduce customer frustration with pre-recorded messages while they wait to be attended.

A customer calls a physiotherapy clinic and hears:

"All our agents are currently busy. Please wait a few moments. Your position in the queue is number 2. In the meantime, you can visit our website at www.centroavanzamos.com for more information."

Call recording: Save important conversations for follow-up, analysis, or team training.

An insurance company records all customer service calls.

"If a customer has a complaint about the terms of their policy, the team can review the recording to verify what was discussed and resolve the issue accurately."

Affordable cost: It is an economical option for small and medium-sized businesses with a moderate volume of calls.

Small service offices or local businesses with few workstations.

The virtual PBX is perfect for businesses with a predictable call flow, where interactions are mainly limited to the phone and a few emails a day.

A virtual PBX that improves customer service and sales

Ideal use cases:

The virtual PBX is perfect for businesses with a predictable call flow, where interactions are mainly limited to the phone and a few emails a day. For example, small service offices or local businesses with few workstations.

What is x-bees and How Does It Revolutionize Communications?

x-bees is a unified communications platform designed for companies that handle high volumes of customer interactions across multiple channels. It goes beyond the basic functions of a PBX and offers a comprehensive approach to optimizing both customer service and sales. It basically offers everything a Virtual PBX can offer, but with many extras that benefit your team's work and improve your customer or lead's experience. We'll tell you the pros below.

Advantages of x-bees in Customer Service and Sales:

Multichannel: Manage calls, emails, social media, WhatsApp, web chat, and video calls from a single platform.

"An online store receives customer inquiries through different channels. While one customer asks about a product's stock on the web chat, another sends a message on Instagram, and a third calls by phone. With a multichannel platform like x-bees, all these interactions are centralized in a single interface, allowing the team to respond quickly without switching tools."

Advanced automation: Create automated workflows that improve team efficiency and reduce errors.

"A service company uses x-bees to automatically send a confirmation email to customers who leave a voicemail message or make any other type of contact. In addition, if a customer requests an appointment, the system schedules the meeting based on the agent's calendar and sends them a reminder upon their return."

Real-time analysis and reports: Measure the performance of each channel, agent, or campaign, obtaining key data to make informed decisions.

"A call center monitors incoming calls and discovers, through real-time reports, that waiting times increase by 20% on Monday mornings. With this information, the manager adjusts shifts to assign more agents at that time, improving the customer experience."

Internal collaboration: Facilitates communication between teams with integrated tools like instant messaging and video conferencing.

"A sales and support team uses integrated instant messaging to coordinate in real time, quickly resolving customer queries without external tools. In addition, they hold weekly video conferences to align strategies."

Professional sales tracking: Integrate your interactions with a CRM, allowing detailed control of prospects' progress and their conversion into customers.

"A real estate company integrates its CRM with the Unified Communications tool to record every interaction with prospects, visualize their progress, and prioritize contacts, thereby increasing conversions."

The x-bees software as a tool for the sales team for customer interaction in customer service and sales

Ideal use cases:

x-bees is the choice for growing or established companies that need to manage a large number of interactions across various channels. It is especially useful for sectors such as retail, telecommunications, e-commerce, or financial services.

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Virtual PBX vs x-bees: Which to Choose?

The choice between a multifunction virtual PBX and a unified communications platform like x-bees mainly depends on the size of your company, the volume of interactions, and the importance of personalization in your customer service and sales processes. In any case, here is an informational table that might help you decide:

Features	Multifunction Virtual PBX	x-bees (Unified Communications Platform)
Main function	Basic call and email management.	Comprehensive management of multichannel interactions (calls, emails, social media, web chat, etc.).
Automation	IVR (Interactive Voice Response) to automatically redirect calls.	Advanced workflows with full automation for sales and customer service tasks.
Scalability	Suitable for small and medium-sized businesses with a moderate volume of calls.	Ideal for growing companies or those with high traffic of interactions on multiple channels.
Tool integration	Basic integration with CRM or other systems (depending on the provider).	Deep integration with CRM and business tools (e.g., Salesforce) with real-time data access.
Analysis and reports	Basic reports on calls and waiting times.	Advanced real-time reports, data analysis, and performance measurement by channel and operator.
Service personalization	Basic options like call forwarding and setting business hours.	Personalized experience based on historical data and customer behavior analysis.
Waiting queue management	Yes, allows configuring waiting queues with recorded messages.	Advanced queue management on multiple channels with intelligent prioritization based on metrics.
Internal communication	Limited; generally does not include specific tools for team collaboration.	Includes instant messaging, video conferencing, and real-time collaboration tools.
Support for sales teams	Limited options; does not include specific features for prospect tracking.	Advanced tools for prospect tracking, task automation, and closing opportunities.
Ease of use	Simple and basic interface for call management.	More comprehensive interface, designed to maximize efficiency in multichannel management and personalized interactions.
Cost	More economical and suitable for companies with lower requirements.	Higher investment, but with a significant return in companies looking to professionalize and scale their commercial and customer service operations.
Ideal use cases	Small businesses with a moderate volume of calls. Businesses that need basic telephone service functions.	Companies with high call traffic and multiple channels to attend to. Businesses that want to optimize the customer and sales experience.

Optimize Your Business with Digitel Empresas

At Digitel Empresas, we understand that every business is unique and requires tailored solutions. That's why we offer both multifunction virtual PBXs and the advanced x-bees platform. Our experts will help you identify which tool best suits your needs and guide you in its implementation.

Ready to transform your customer service and boost your sales?