Virtual PBX Solution for Small and Medium Enterprises (SMEs)

A virtual PBX, also known as an enterprise communication system, is a model in which customer service staff are not restricted to a fixed location within the company.

With a virtual PBX system, businesses can create a flexible, remote work environment for their customer service teams, ready to provide support 24/7. Employees can work from anywhere, handle inbound calls from customers, and manage outbound requests. This is a cost-effective solution compared to traditional contact centers, while also offering flexible deployment options.

How does a virtual PBX system work?

A virtual PBX system operates over the internet environment and is designed to handle both inbound and outbound calls remotely. Calls are stored either in the cloud or on the company’s existing servers, depending on specific requirements. Once the system is deployed, users can log in and work from anywhere, managing customer calls through advanced VoIP technology.

What challenges are small and medium-sized enterprises (SMEs) facing in customer care?

On average, SMEs lose 20–30% of potential customers each month due to missed callbacks, unavailable staff, or calls not being routed to the correct department.

Business Costs

Companies that do not invest in a PBX system often have employees using personal phones to contact customers, resulting in a loss of control and increased risk of losing clients. When incoming calls are not routed to the right person or department, opportunities for timely consultation and support are missed.

Failing to record and store calls results in lost customer care data and complicates complaint handling. Unsynchronized customer information makes it difficult for the sales team to close deals, causing the loss of many potential customers despite significant marketing investments.

The absence of performance measurement tools and detailed reporting prevents businesses from identifying wasted resources. KPIs are assessed subjectively, lacking transparency, and it’s unclear who is performing effectively.

Scaling up the customer service team often requires more equipment and infrastructure, which quickly drives up costs and adds heavy financial and operational strain.

Business Operations

Each communication channel (Zalo, Facebook, phone, etc.) operates independently without integration, causing fragmented customer service processes, wasted resources, and reduced support efficiency

Without a proper call center system, businesses cannot route calls to the right person. Customers must find ways to reach the appropriate contact themselves, creating frustration and increasing the risk of lost leads.

Companies fail to allocate staff effectively during peak hours, resulting in some employees being idle while others are overloaded, reducing overall efficiency. Additionally, without after-hours call forwarding, customer calls after 6 PM are often missed.

When employees take leave or leave the company, existing customers are not reassigned, resulting in lost relationships and broken communication. Customer service lacks standardized processes, leading to an unprofessional experience for clients.

Key Features of Virtual PBX for SMEs

IVR (Interactive Voice Response): Allows customers to navigate options by pressing keys on their phone keypad.

ACD (Automatic Call Distribution): Distributes incoming calls to agents based on predefined rules.

Voicemail Detection: Detects, identifies, and skips calls that go to voicemail.

Conference Call: Allows multiple participants to join the same call simultaneously. Call Forwarding: Forwards calls to another number if the intended agent is unavailable.

Caller ID: Displays the caller’s information to the agent before they answer the call.

Call Recording: This feature allows the business to record calls for quality assessment, staff training, and improving customer service processes.

Analytics & Reporting: The virtual switchboard provides detailed reports on call volume, wait times, and staff performance, enabling businesses to analyze and improve customer service.

CRM & ERP Integration API: Integration with CRM software allows staff to easily access customer information during interactions, enhancing service quality.

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Virtual PBX for SME Businesses

We offer an all-in-one solution at an affordable cost, helping your team train effectively without breaking the budget.

Benefits of Virtual PBX for SMEs

Save Costs – Get Started Fast

PiTEL Virtual PBX is an ideal telecommunication solution for businesses of all sizes, especially SMEs seeking a professional yet cost-effective customer service system. No technical expertise is required, and there is no need for expensive hardware. Within minutes, the system can be set up over the internet, providing a smart, user-friendly PBX that operates flexibly from any location

Rapid Growth – Simplified Operations

PiTEL eliminates all barriers that previously prevented small businesses from adopting a call center: no complex infrastructure, no IT staffing costs, and no worries about system maintenance. The entire system can be managed easily with just a few actions—quickly, efficiently, and transparently. Every call is handled professionally, and every customer receives better service.

Provide big-company customer service—no matter the size of your business.

With an affordable investment, SMEs can access enterprise-level features such as call recording, intelligent call routing, performance reporting, and multi-channel management. PiTEL Virtual PBX is not just a communication tool—it’s a platform that helps SMEs enhance customer experience, optimize business efficiency, and maintain a professional image from the very first call.

Deploying a Virtual PBX Solution for SMEs

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4 Assessing Infrastructure Readiness

While eliminating the need for on-premises infrastructure and hardware installation, businesses still require the necessary tools and infrastructure support to ensure uninterrupted customer service—such as VPN access, stable internet connectivity, and desktop/laptop/smartphone devices. Assessing existing infrastructure should consider factors like communication channels (SIP, PRI, gateways) and server processors along with relevant technical specifications.

Choose deployment On Cloud or On-premise.

The key factor of a virtual PBX system is deployment speed. With no hardware required, implementation is fast and straightforward within your business environment. You can set up a complete contact center remotely in just a few hours, while configuring IVR and phone numbers in real time.

Employee training

Equip your team with the right training and tools to master PiTEL’s virtual PBX. With free internal chat for easy collaboration, your remote employees stay connected, while a single dashboard gives them quick access to everything they need to serve customers efficiently.

Get Your System Up and Running

Activate additional features and integrations on the PiTEL virtual PBX system. Your system will be fully operational within 48 hours.

Tại sao lại lựa chọn giải pháp của PiTEL

Make in Vietnam – Technology Ownership

PiTEL Call Center is software developed by a Vietnamese company, with registered copyright protection. It aligns with the government’s strategy to promote technological self-reliance and support the growth of the domestic software industry.

Security and Compliance

PiTEL Call Center is certified under ISO 27001:2022 for information security management and ISO 9001:2015 for quality management systems. These certifications validate the system’s compliance with international standards, ensuring secure, reliable, and professional operation.

Service Upgrades

PiTEL Call Center emphasizes continuous research and development to improve service quality and flexibly meet practical requirements. The system is regularly updated with new technologies and incorporates user feedback to provide stable and efficient services for agencies and organizations during their digital transformation.

Continuous Operation

With 24/7 monitoring and incident management, along with technical backup solutions, PiTEL ensures continuous system operation and minimizes downtime—an essential requirement for government agencies with high demands for availability and reliability.

Experience the virtual PBX Solution

Take advantage of special rates when using the full PiTEL solution suite, helping you optimize your marketing strategy and drive business growth.