Choosing a complete telephone system for your business is more complex than simply choosing a telephone set. Do you need a Key or PBX system? Could you benefit from VoIP or a Wireless solution? There are many options and Trends & Technologies, Inc. Vietnam can help you select or enhance the telephone system that will best serve your company’s needs − both now and in the future. Trends & Technologies, Inc. has a dedicated team for addressing the needs of the Contact Center industry through expertise in the following technologies: Customer Relationship Management (CRM), Voice Recording System, Private Branch Exchange (PBX), Automatic Call Distribution (ACD), Workforce Management, Business Analytics, Predictive Dialer System, IP Contact Center. PBX Contact Center PBX (Private Branch Exchange) is a switch station for telephone systems. Companies use a PBX for connecting all their internal phones to an external line. This way, they can lease only one line and have many people using it, with each one having a phone at the desk with different number. 
Diagram of a Basic PBX system IP-PBX
An example of the IP PBX system IP PBXs are not only for VoIP (Voice over Internet Protocol) but have been around for landline telephone systems as well. A PBX that is specifically made for VoIP is called an IP PBX, which stands for Internet Protocol Private Branch Exchange. The advantages of IP PBX phone systems make it extremely popular with companies and any organizations where public network and phone systems are required for good performing. Benefits of using IP-PBX
Call cost reduction:
You can save substantially by using a VOIP service provider for long distance or international calls. Easily connect phone systems between offices/branches and make free phone calls.
No need for separate phone wiring – use computer network:
A VOIP phone system allows you to connect hardware phones directly to a standard computer network port (which it can share with the adjacent computer). Software phones can be installed directly onto the PC. This means that you do not need to install & maintain a separate wiring network for the phone system, giving you much greater flexibility to add users/extensions. Interoperability
With an integrated infrastructure, voice, data, video, and even wireless applications are converged into one network. Not only is it more manageable, it also means that your various modes of communications can work cohesively, and more than that – intelligently.
Allow users to hot plug their phone anywhere
Users simply take their phone, plug it into the nearest Ethernet port and they keep their existing number.
Moreover, whether you are at your headquarters, branch office, working at home, or on the road, you have full to access all your communications applications.
Scalability
IP telephony is far more scalable than traditional telephone networks. Whether you want to add extensions, integrate new sites onto your existing network, or add advanced applications to your system, your expansion comes at a much lower cost, and with far greater ease
More features included as standard:
Since a VOIP phone system is software based, it's more easy for the developers to develop, add and improve feature sets. Therefore most VOIP phone systems come with a rich feature set, including auto attendant, voice mail, call queuing and more. These options are often very expensive in proprietary systems.
For more information about the products that we support: Contact Center
What is Call Center?
A call centre or call center (see spelling differences) is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.A call centre is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centre, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).Most major businesses use call centre to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centre. Examples of this include help desks and sales support. What is Contact Center ?
A contact center is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is considered to be an important element in multi channel marketing 
In a contact center environment, customer callers enter the telephone system and are routed to the queues that their needs. Each queue is serviced by agents and a supervisor monitors both queue traffic and agent activity. IP Contact Center
Contact center managers are recognizing that IP is more than just a cost and management play. IP can generate savings, be easier to manage, and create bandwidth efficiencies, but there are also three pivotal ways it can transform the customer experience: -
 Remote agents can deliver more personalized service - Multimedia capabilities let customers do business through the channels they prefer and receive the same quality of service they expect with a voice call
- Storefront/call center integration brings the contact center, neighborhood resources, and self-service capabilities into one
 Diagram of PBX and Applications (Contact Center, MPS, CRM…) |
Pabx system and Contact Center