Cloud PBX and call centre for Nigerian businesses

What a cloud PBX is

A PBX (private branch exchange) is a business phone system: it connects extensions, routes incoming calls and lets staff call out. A cloud PBX provides the same system as a hosted service, so there is no phone hardware to buy, house or maintain. Staff use desk phones, softphones on a computer or a mobile app over an internet connection.

What it typically includes

• Extensions and call routing. Calls ring the right person, team or queue.
• IVR menus. "Press 1 for sales" style menus that send callers to the right place.
• Call recording. Recordings for training, quality checks and disputes.
• Conferencing. Calls and meetings with several people.
• Analytics. Call volumes, wait times and missed calls.
• CRM integration. Calls and records linked to customer data.

What a call centre adds

A call centre is a cloud PBX built for volume: agents answer from queues, supervisors can watch and coach, and reports show how the team performs. It suits customer support, sales and collections teams that handle many calls a day.

Why a hosted system suits many businesses

• No equipment to maintain. The provider runs the platform.
• Staff can work from anywhere. An extension follows the person, not the desk.
• Add or remove seats quickly. Useful for seasonal peaks.
• One system for several offices. Branches share numbers, menus and reporting.

What to check before you choose

• Quality of the underlying connection. The platform needs a reliable path to the telephone network. See our guide to SIP trunking.
• Numbers. Local and geographic numbers through DID numbers, and memorable inbound numbers through toll-free and vanity numbers.
• Your own internet connection. Voice quality depends on it; plan for a stable connection at each site.
• Features you will really use. Start with the call flows you need, such as an IVR, queues and recording.
• Support. Who you call when something fails.

Cloud PBX and call centre with Ruach

Ruach offers a hosted virtual phone system and call centre as part of its Voice product, with IVR, automatic call routing, recording, conferencing, analytics and CRM integration, on carrier-grade connectivity from a licensed Nigerian operator.

To talk through your call flows and number of seats, contact us.

Frequently asked questions

Is a cloud PBX the same as a call centre?

No. A cloud PBX is a business phone system. A call centre adds queues, agent and supervisor tools and reporting for teams that handle high call volumes.

Do my staff need special phones?

Not necessarily. Many systems work with softphones on a computer or mobile app, as well as IP desk phones.

Can I use my existing numbers?

It depends on the numbers. Contact us with the numbers you want to use and we will confirm what is possible.

Can staff work from home?

Yes. A cloud PBX needs only an internet connection, so extensions can be used from any location.