A flexible and feature rich IP phone system
BCH's Hosted PBX is an IP-based phone system that we've designed specifically for small and medium sized businesses with between 3 and 250 users.
Our IP phone system makes calls over the internet, providing you with real flexibility on how calls are made and received, whether your staff are in the office, working from home or out on site.
An IP phone system gives you everything a traditional PBX does, but without the need for the physical installation as it's all managed in the Cloud. All you need is an internet connection and you can make and receive calls.
Calls are received and delivered via our Secure Data Centres & Tier 1 Network partners
Key Features & Benefits
Call Queuing & Hunt-group distribution modes
Disaster Recovery Switching
Cold, Warm & Conference Transfers
User Based Call Recording
User Dashboard Control
Live Call Monitoring
Call Scheduling for working hours & special dates
IVR Call Flow Builder
Full Call Reporting Suite & Configurable Wallboards
Two way SMS Messaging
Level 1 PCI DSS Compliant
Integrated with HubSpot
Designed for Flexibility and Ease of Use
The days of complicated telephone systems with a team of engineers required to make the simplest of changes are long gone and our IP Phone system has been created to provide you with the maximum flexibility, packed full of rich features, with a friendly user interface so you can manage your call handling requirements quickly & efficiently.
Our team of experts are on hand to configure your initial configuration and happy to make change requests if you prefer a managed solution. For those users needing to make changes themselves to deal with the demands of their day-to-day calling, our user-friendly management portal provides full control of all aspects of the system.
Whether your requirements are for a small team making mainly internal calls, or you have several teams of agents each making and receiving calls from hundreds of customers 24x7, our solutions can be configured and flexed accordingly.
We don't hide features behind upgrades; all are available to all users, so you can develop your phone solution without fear of additional subscription charges
Inbound Call Management
You can assign direct lines for individuals, with minimal configuration and your main business numbers can be routed via an IVR Call Flow with the caller automatically directed to the department they need.
Use the Service Scheduler to configure your normal working hours and set up Bank Holidays to deal with any one-off changes, with calls then delivered via an IVR Call Flow. The IVR can be as simple as a greeting message, or several layers of menus as you guide callers to the most suitable team of users.
Once the caller has reached the correct destination they can be placed in a Queue until a member of the team becomes available. Whilst queuing, comfort messages can be played to the caller, depending on their position in the queue and waiting time, with the option to Breakout from the queue and leave a voicemail message for a call back.
Once the caller has reached the top of the queue the system will select the an appropriate agent, which can be configured as the Longest Waiting, or Skill Based, and then deliver them to the user, no matter whether they're using PC based Softphone, SIP Handset, Mobile or PSTN Home Phone.
If you already have numbers then moving them to BCH follows a standard porting practice between most Telephone Network Operators, and can normally be completed in a couple of weeks, with no noticeable downtime.
If you are looking for new numbers then we can supply the full range both UK and international numbers, you can select from any of the 600+ UKs geographic area codes, or non-geographic numbers such as 0800 and 0330 ranges. If you need a local presence in other countries then we can provide both International and International Freephone numbers.
Need more numbers for additional advertising campaigns? Then use our Number Manager to instantly request new numbers directly from the network which can be assigned and configured within a matter of seconds.
If your GDPR policies require you to record customer calls then call recording can be added to all our services and are available to search, playback and review the moment a call is completed.
Call recordings are stored as standard for twelve months in our secure datacentres and instantly available via our online playback solution. We can extend the storage period to up to seven years for a modest additional storage fee or they can be downloaded to your local management solution.
Our playback portal allows instant retrieval by searching by number, date/time or by agent. A full audit log of all call recording search and playback is maintained through the life of the recording.
The recording database also allows for configurable meta data to be included with each call, allowing you to audit store Notes, Check Boxes and Ratings for later retrieval and searching.
With today’s flexible working practices, your users may need to be able to make and receive calls from multiple locations and devices, so each user can configure multiple personal extensions including softphones, a physical handset or personal mobiles from the user web portal.
Within the portal, users can manage their extension divert, view recent call history, see the presence status of all their colleagues and access global and personal contacts list.
Additionally, any other options that have been configured are also instantly available from within the same portal including Two Way SMS, Audio Conferencing, and both the Pay-By-Link and Live Call Payments for secure card payments.
Hold & Transfer
Whether a user has received or made a call, working from their SIP handset or mobile number, all standard call handling features are available. Callers can be quickly placed on hold using the telephone key-pad and then transferred to a colleague using their extension number or from the presence page.
Transferring a caller can either be done cold, where the caller is transferred without checking the status of the recipient before-hand, (routing to their voicemail if not delivered,) or users can wait for the recipient to answer before handing over as a warm transfer.
If required, a conference transfer can also be initiated allowing, all three parties to be involved in the call during the transfer.
The User Portal, as standard, enables staff to send SMS messages to individual customers at any time, to confirm appointments, acknowledge receipt, apologies for missing a call or for a host of other reasons.
Users can select a customer from their contact address, enter a number manually or using a number during a live call. Message can be typed free hand or selected from pre-stored template messages.
As standard the messages are delivered from your 'Company Name', and can't therefore be replied to. If two-way messaging is required then 07 Virtual Numbers can be provided, that can receive both SMS and Voice and replace the user’s direct line if required.
Included as standard is a full report suite providing real time wallboards, automated daily, weekly and monthly reports and a wide range of summary and detailed reports that can be generated on demand.
Our Wallboards are fully configurable, allowing you select the metrics and parameters that you're most interest in, whether that's available or busy agents, the number of calls received in the last hour or so far today, or how many callers are queuing and what the longest wait time currently is.
All the on-demand reports are provided instantly, quickly providing tabular data that can be exported into excel for onward presentation, or for regular reporting, as excel reports that can be automatically emailed to individuals on the day/time required.
With our report grouping options you can quickly produce reports on the only the information data you require, whether that's specific queues, inbound numbers or teams of users.
Security & Payment Card Processing
BCH Digital is a PCI-DSS Level 1 provider, so you can relax in the knowledge that yours and you customers data securely managed because our processes are externally audited every year, and the our systems can scanned for vulnerabilities every quarter.
Being PCI-DSS Level 1 compliant means that if you take card payments from your customers over phone then BCH can ensure that your organisation can be descoped from the rigors of PCI compliance by either using our Live Payment solution or the Pay By Link service.
You can retain your existing Payment Service Provider or if you are looking to setup a Merchant Account then we can provide you with competitive terms through our Partners.
Handset & Softphones
Our systems are designed to work with standard IP handsets, or our Softphone available to download from the Windows Store.
We supply pre-programmed Yealink or Polycom handsets, or if you already have handsets that can be unlocked from original suppliers we’ll happily guide you through re-programming them for our systems. If you prefer to source your own handsets then we are also happy to provide programming instructions.
You can mix and match handsets across all your users; some users are happy to work on their workstation with headphones & mic's, others prefer a traditional handset and some of us prefer a DEC phone, allowing us to pace up and down our offices!
The Small Print
BCH Digital's IP Phone system was designed, developed, maintained and supported by our own team of engineers, which puts us in an envious position as we're not tied to other suppliers terms and conditions, we can therefore pass those benefits to our customers.
There are no long term contracts, no hidden costs and no early termination fees - we understand that business requirements change over time and accept that if our solution no longer matches your requirements then we're not going to hold you back.
Any handsets we supply are not locked to our network and can be easily re-programmed, and if you want to move your numbers then we have porting arrangements with most of the UK networks or we can provide a simple divert plan whilst the numbers are phased out.