Top-5 creative usages of Cloud PBX that we learned from Dzinga customers

There’s no correct answer to “Swiss knife” vs “Single-purpose tool” dilemma in product development. Developing a product, one always has a temptation to add more features. The whole fun of being an engineer is to build new things, so why not build one more? And more. And then you end up having a Roxio Toast kind of product, a legendary Mac utility that started from being a humble DVD-burning software and ended up trying to be a little less than Amazon. Sometimes, it’s just too much. Sometimes, a Frankenstein like WeChat is born, and contrary to all expectations is immensely successful (and everyone is suddenly into dreaded Super-apps).

We at Dzinga take pride in being feature-packed: as of October 2020, we offer Cloud PBX with more than 50 different functions. Counting in the Apifonica messaging and calling API, the number of things that Dzinga can do is virtually infinite.

Still, 85% of users use cloud PBX just as that - to call, to attend calls, to record calls.

The thing is, sometimes our customers give Dzinga some uses we could not imagine. Here are our five favourites.

Feature №5: Free calls between employees as a heavy-used feature

Before the pandemic, it was not that high-demand. People were working from their offices, and since we serve mostly small and medium businesses, a large part of our clients’ team members didn’t have even to call their co-workers - they could speak with them in person, or meet them at lunch. Oh, good old times!

Now, when businesses started coping with lock-downs and remote work, the calls between users within the same company surged. We even saw customers who signed up for intra-office calls and hardly use anything else at all (a bit contrary to our plans, because this is not how we make money, but as there’s no loss, it’s fine).

You may ask why do they do it, with Zoom, Skype, and even Whatsapp offering free calls and conference calls? Maybe it is just about the commodity of picking up the phone and calling someone.

Feature №4: Using IVR as a call-classifying robotic secretary

For many of our customers, IVR (“Welcome to [Сompany Name], press 1 for Sales, 2 for technical support and 3 for warehouse”) are a thing of appearances. Not long ago, only big, established businesses had IVR. You heard it when calling IBM or Cisco, and your local bakery or car repair shop usually answered their phone “Hello?”.

With Dzinga, anyone can have this classy, business-like look of a multinational corporation, no matter how many employees they have. Apart from the vanity, IVRs are often a life-saver for new businesses fighting for survival with fewer hands on the deck than needed. IVR saves time by classifying the call so that the person who answers it already knows what to expect. And if there’s no person at the moment, IVR would take the message - or redirect the call to the owner’s mobile.

Feature №3: Using call recording to actually record calls

Call it an exaggeration, but Dzinga customers seem to have figured out a way to save a small forest every year. Remember these large A3 notebooks, where salespeople scribbled, doodled and sometimes took notes as they spoke with customers? These notebooks are going extinct - call recording allows salespeople to have everything on the record, and forget nothing.

As many PBX vendors, we saw call recording as a training and quality control measure. Compliance, eventually. But recently, we started to see people storing a link to a recorded conversation into their notes or a CRM card. Well played, small businesses, well played!

Feature №2: Call routing for customer service excellence

Call this a simple but efficient one. We saw small businesses using Dzinga to ensure good customer service by putting the manager or the owner at the end of the calling queue for incoming calls. If the manager sees that his phone rings too often during the day, it means that staff who are supposed to answer the call first, are either unproductive or overwhelmed. Both are customer service problems, so the person in charge investigates and can take measures. Reminds us of the Brazilian system of goalkeeper training - putting the prospective goalie in front of a glass store window. You don’t want to take some chances. In Dzinga, call routing is available in all tariff plans.

Feature №1: Call stats as advertising efficiency statistics

In the big corporate world, it is called “call tracking”, but in the real world of the down-to-earth, it is just “I’ll have a separate phone number for each advertising channel or add creative - whichever generates more calls, is the best one”. Our ingenious and hard-working customers independently invented call tracking.

The features mentioned above are available on all Dzinga price plans. Also, if you are into hacks, you may want to check out our Integrations section. Thanks for reading!


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