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Wholesale VoIP Feature Article

Why Your Company Needs PBX with IVR & Data Redundancy

July 21, 2016

By Paula Bernier, Executive Editor, TMC

The benefits of PBX (News - Alert) and IVR functionality to organizations, and the importance of data backup, are pretty well understood today. Still, some organizations are so focused on their core businesses that they haven’t taken the time to explore their benefits, configure these capabilities and/or implement data redundancy initiatives.

That’s a mistake because PBXs and IVRs can result in improved experiences for their customers and cost savings for their businesses. And data redundancy can serve as their lifelines in the case of computer viruses, fires or other manmade or natural disasters.

PBXs and their IVR capabilities allow automated systems to answer calls and, based on caller input, direct calls to the appropriate person. That enables organizations to more easily and affordably answer more calls and get them to the right people. It’s more affordable both because IVRs mean less human intervention on the front end of these calls, and because with a PBX configuration all office phones connect to the server, reducing the number of lines required.

“Overall, this process can reduce your company’s phone bills by converging multiple lines and servers into one. PBX also gives companies resources such as voicemail, IVR, call transfers, and call recording, which all make your business run more efficiently,” wrote Josiah Hritsko in a July 13 VoIP Innovations blog.

Meanwhile, PBX and IVR configuration tends to result in a better experience for customers, which avoids unnecessary extra calls and transfers, he added.

As for data redundancy, it’s important to back up data by having an extra copy or copies, and storing the different copies in different locations, ideally one onsite and one offsite.

There are at least three kinds of data redundancy.

There is cloud backup, for which the secondary copy of data lives in the cloud. Amazon Cloud Drive, Apple iCloud, Dropbox and Google (News - Alert) Drive are among the services that allow for this. But these solutions are more aimed at consumers than businesses.

There is what’s known as network attached storage, for which multiple storage drives are linked to a company router.

“This option is great for companies that want to centralize their storage location,” explained Hritsko in a July 7 VoIP Innovations blog. “All of the company computers can be attached to a location and accessed by a group of users. This option can be quick, efficient, easy to use, and secure, but it can also be costly and limited by certain systems.”

Then there is RAID, for which two or more hard drives are connected so a second copy of data is available.

Whichever data redundancy solution your organization considers, VoIP Innovations (News - Alert) emphasizes the importance of implementing at least one. That’s because, as the company also notes, 43 percent of companies shut down immediately after a major data loss, while, of the remainder, only 6 percent survived within two years, according to Gartner (News - Alert) Group.

Edited by Alicia Young

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