Choosing a PABX System and Potholes in South Africa

Jan. 27, 2010 - PRLog -- As I SIP (yes...you could say session initiation protocol for those technocrats) my cup of coffee, I revist the discussion yesterday with one of our valued clients who really gets what it means to have good customer service; "its the core of my business he says." "Its critical that I stay reachable and provide the human touch to my customers, I don't quite like a voicemail myself and dont expect my customers to reach a point of having non-attendance when they call my company"

If you need a good measure of whether you need to place emphasis on VoIP PABX or pure Landline or Wireless....An important part of the answer is in what is your current environmental context. Although we are champions of VoIP, we believe in providing the highest reliability for customers and at certain times you've just gotta work on the history of service delivery. So, in our case in South Africa, I look at potholes, I mean really, potholes on the roads.

How does this link to choice of technology? PABX or pure VoIP

Well, the potholes and the lack of maintenance of those potholes on roads and total disregard to fix timeously is a good indicator of the infrastructure maintenance capacity in a country and in our case, this also links up the telecom value chain to wired and wireless operators (I mean in terms of recognisable capacity issues). On wireless/wired you clearly notice it if you get some of the following results:

-  call a call centre and dont get your call attended as aspected
- dont get your problem resolved in a reasonable time
- unclear answers that dont really give you an answer according to your need
- dropped calls on network (what bigger wakeup do you need...do you really want to rely on this service provider to assure you receive calls at your front desk)


If you are in need of help and have a burning desire (this should be implicit) to provide the best customer service, we will gladly help you selecting your Avaya PABX. As Avaya Resellers we only work with best to give you the best. You will get the benefit of getting a very competitive offering whilst providing high availability for your front desk. A day out in the open with a customer yesterday re-inforces the point...Onsite PABX's will never die...and we both agreed...there is still room for that old fax machine :)...This cannot be disputed even in the modern age where we have tons of bandwidth and we too believe that someday this will not only hit the shores of South Africa but we'll experience it as a positive Sunami :) So in a real situation one way to balance the issues faced with infrastructure, if this is critical to your business need for always on, is to always have that plan B (some form of redundancy)

So, make your implementation of a small business front desk PABX very simple. I'm off again to finish that simple cup of coffee...give us a shout at +27 11 258 8807

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