Full-featured IP PBX Software for Hospitality Industry Improves Collaboration and Guest Satisfaction
Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses, and taxi operators. Customers are on the other side and they require immediate attention to whatever their current needs may be – from acquiring knowledge to the final checkout and payment and everything in between. Communication is the crux and IP PBX software is the pivot around which communication revolves.
An IP PBX (Private Branch Exchange) software is a private exchange that provides seamless call connection from multiple sources to extension lines. All the businesses in the hospitality industry including hotels, restaurants, travel and tourism agencies, and others can benefit greatly from using the PBX system. It ensures smooth internal and external communication. Besides, VoIP IP PBX software offers complete control over all calls and messages.
5 reasons why the hospitality industry needs an IP PBX system
With technological advances, every industry needs to stay on the top edge of communication technology to continue to provide exceptional customer service. And, the hotel and hospitality industry is no exception. Modern PBX systems are the best solution that can help businesses incorporate numerous features into a single IP PBX platform.
Another powerful feature of modern IP PBX software is the auto-attendant. Although most businesses in the hospitality industry have receptionists for routing calls and providing information, they may not be available all the time. Plus, hiring a 24/7 staff at the reception can be an expensive affair. Moreover, businesses that deal with high call volume may find it difficult to handle a sudden call surge. In this scenario, an automated attendant is the right solution. It can automatically answer incoming calls and provide basic information. If required, it can also transfer the call to the right person or department who is available. Ultimately, there will be no increased number of voicemails or missed communication opportunities.
#2. Call routing
Whether it is a client who initiates a call or an employee or agent, the call routing feature of the IP PBX system transfers the call across various locations and to the right person within seconds. Hotels can incorporate CRM with a property management system. This feature proves invaluable when a hotel has a chain across various geographic locations. All branches fall under a common stack but with a distinctive identity. Staff can communicate with each other and so can guests. With PMS it is easy to assign an extension to each guest, set the call accounting, and then close the account when the guest checks out.
#3. Video and audio conferencing
Agents and customers can make use of the audio-video conferencing feature for better communication. Using the conferencing feature, agents can make a video call to show the entire view of the hotel room in which the customer is interested. Staff members can collaborate and update themselves with conferencing or get together to resolve any issue. It also allows hotel management to manage the entire staff from one place. Meetings can be held from anywhere and necessary decisions can be taken immediately without wasting any time.
#4. Call monitoring: and barge in
An IP PBX business VoIP software allows automated monitoring for all incoming and outgoing phone calls. With automated monitoring features, businesses in the hospitality industry can save a lot of money while improving performance. By choosing the right PBX software, businesses can minimize the need to hire extra monitoring staff to monitor random calls. They can get the necessary feedback and call logging details easily to make informed decisions and improve customer experiences. Managers can easily listen in to calls and barge in if required to smooth things over with customers. Through the barge-in facility, they can also provide important information to callers.
Key personnel need never lose contact. Mobility inclusion permits full access to the IP PBX and CRM. Besides, such personnel can communicate with other personnel or with customers even when they are not in the office. Issues do not have to be kept waiting for resolution. The find me/follow me feature works great in this and other scenarios.
Also, read a short history about PBX systems in hotels.
HoduSoft’s IP PBX: All-encompassing and unified communication system
It is not sufficient for IP PBX solutions to simply limit service to voice. These days it is all about unified communication as a key to exquisite customer experience. A typical journey may start on a social channel and then switch lanes to voice email, and video chat. It may just start with an IVR and then progress to voice call followed by video and then email confirmation and text message. Whatever path the customer chooses, it must be easy to follow. The right IP PBX solution for hospitality, therefore, needs to be all-encompassing and unified.
HoduSoft IP PBX software incorporates IVR, WebRTC for audio-video chat and conference, email, fax, social media, and, of course, a solid foundation of VoIP voice. The fully-rounded system makes it easy for clients to find information and initiate action. It also boosts collaboration between service teams. There are no glitches since anyone and everyone in the loop can connect with guests as well as responsible employees anywhere in the chain of service.
All in all, the key to success and customer satisfaction in the hospitality segment is excellent communication. Moreover, it must facilitate communication through any channel and at any time using any device. If you are looking for the best IP PBX whether single-tenant or multi-tenant IP PBX software, then HoduSoft’s IP PBX is the best option. It is a comprehensive, unified, and modern IP PBX software. It is easy to set up and you can start using it in less than a day. Connect today with the HoduSoft team for information or to get a demo.