PBX is the next-generation switching and Unified Communications (UC) product from Content Guru, enabling any size of organisation to unify its communications estate through intelligent IP-PBX functionality based on industry-standard SIP technology.
PBX has the power to scale from small UC solutions through to carrier-grade, network-based platforms being shared by thousands of businesses. With the flexibility to be deployed as an on-premise product, through a cloud delivery model or as a hybrid solution bespoked to the client, it provides the user with an affordable solution that scales to individual usage without incurring charges for unused capacity.
Through INTEGRATE™ APIs, PBX seamlessly layers over existing infrastructure to create IT synergy, providing additional functionality while eliminating the need to rip-and-replace existing equipment that is still fit-for-purpose.
PBX also works in tandem with CONTACT™, Content Guru’s multi-channel contact centre offering, to provide an extensive range of features. This enables it to address the full spectrum of communications requirements, from simple office telephony through to highly customised collaboration and contact centre environments.
Integration with Content Guru’s intuitive graphical service creation application, FLOW™, enables all ACD and IVR routing to be fully customised. Interoperation with a range of other Content Guru products enables in-depth historical and real-time reporting, compliant call recording, automated outbound dialling and a range of other advanced features which can be easily bolted on.
All PBX services can be managed from an intuitive portal, accessed securely from the web or a computer desktop. Administrators can assign users a wide range of privileges, from permissions to access personal call recordings, supervisor privileges including ‘barge in’ and ‘listen in’, or blended inbox rights, enabling users to receive SMS, web chat and voice communications in a single queue.
The web portal also enables administrators to customise time-of-day routing, so callers can be automatically routed to pre-recorded messages for out-of-hours enquiries, with the optional feature for customers to leave voicemail that can then be accessed by any user with sufficient rights.
PBX provides end-users with an intuitive iPath® soft phone or Desktop Transformation Assistant (DTA®) prompt, enabling calls to be made from any PC with an internet connection and providing advanced features such as presence with customisable agent states. Content Guru’s range of iPath hard phones can also be used in conjunction with the product, providing a flexible range of options in how PBX is deployed and utilised.
Kalpesh Patel, Senior Project Manager at Content Guru, comments that:
“While there are now lots of products in the marketplace offering presence and soft client features, the challenge still remains to integrate these seamlessly with advanced multimedia capability and complex routing algorithms. PBX is not just an internal collaboration tool. It addresses requirements for increased efficiency and flexibility, using features such as computer telephony integration, one-click disaster recovery, one-number working, mobile twinning and pull-to-ground. But it can also help to improve customer service across different media, provide access to intelligent automated services and offer powerful real-time business analytics. PBX has been deployed from SMEs through to large enterprises because all businesses need those problems to be solved. ”