Omnichannel PBX Provider Recommendations
Long story short, we are evaluating new hosted or cloud PBX providers. Looking for recommendations on who other companies are currently using. Biggest issue is phone quality. Needs to be an omnichannel provider while still being cost conscious.
Stats:
75 VOIP Users (50 onsight, 25 remote), each with a DID. |
46 Hunt Groups |
1 Auto Attendant |
12 Toll Free Numbers Current model of desk phone is Yealink T46S |
Needed features:
- Unified Communications
- VOIP / SMS / Internal messaging
- Soft Phones for PC , Mac & Mobile
- Meetings (EG: Zoom)
- Call Management
- Live Listen / Whisper / Barge
- Ability to assign certain managers to certain people.
- Automatic Call Recordings for certain people and certain directions (EG: Inbound call recording for a group, but not all of the company)
- Downloadable call details / metadata.
- Possible integration with Teams
- We currently don’t utilize office 365 but are evaluating bringing that into the mix as well.
- Calling to USA & Canada
- Possible advanced script workflows (for outbound calls, read a script on screen, click on a user response, continuing reading next part etc).
We are also looking for any other useful features that people have come across. We are currently paying $20 per user per month. Catalyst of this was to get live listen / whisper / barge the current voip provider "needs" to upgrade us to their contact center solution - which they're quoting at $75 per user per month. Non-starter for me for that feature, or am I missing something?
Thanks in advanced.
ASKER
That is correct. Are there not omnichannel providers that also provide voip?
We currently have a Voip provider (would prefer not to say the name and blast them). We are lacking call monitoring (EG: live listen / whisper / barge). When we requested this feature from our VOIP provider they said we would need to upgrade our license, to the tune of $75 per person per month which was a non-starter for me.
What are the best practices when it comes to setting up VOIP with omnichannel?
Thanks.
It would greatly depend upon which omnichannel product you are using.
VOIP is VOIP..i.e. Phone number to an IP address and back.
what you are desiring are PBX features
Perhaps you could talk to chris @ https://www.crosstalksolutions.com/pbx-solutions/
ASKER
You are correct that we are looking for either a hosted PBX or a cloud PBX solution - apologies as I'm still getting up to speed on the correct terminology (I've updated the question to reflect this). We are a phone heavy business - as cross talk charges by the minute this would not make sense for us (just did the cross talk cloud calculator).
Thanks,
Kyle
Ring Central Quote from conversation
1000 800 minutes each toll free # 5/month
local us/ca unlimited
no contract 35/user/mo
12 month contract 30/user/mo
annual payment - 25/user/month 6000 + taxes (annual payment)
end month promotion permanent 15/%discount if taken today.
contact Ring Central (888-451-5075)
or Flovin the agent I spoke to @ 980-443-7676
I don't see the relationship between omnichannel provider and voip provider.
What are you using currently so we don't recommend your current solution.
In my way of thinking it comes down to the hosting and management of the PBX. It looks like you want the provider to also provide this service rather than host it yourself i.e. freepbx.