Modern communication is advancing all the time, and if you have a small business, it is crucial that you choose the right phone system or unified communications platform. Business phone systems have evolved considerably over the years, providing any number of enterprises with a wide range of functionalities and features to enhance both their internal and external communications. There are multiple options before you, from a traditional PBX system replacement, which can be pretty costly and time-consuming to both install and manage, to more modern options. Why don’t we go over a few of these types so that you can make up your mind with fresh information and new vigor?
What is PBX?
Well, the first question is, obviously, what is a PBX? A PBX, or Private Branch Exchange, is a business phone system that enables call transfers externally and internally between different phone extensions in an office or similar property. So if you are searching for hosted PBX desktop phones, then you are already in the right spot, one click away from getting your business needs catered to.
Now, PBX used to be pretty much exclusively for internal calls, but over time, it has evolved to be more versatile. Today, these phone systems let you do things like check your voicemail, put calls on hold, transfer calls to other extensions, and so on. Now that you have a basic understanding of what a PBX is, let us take a look at some of the PBX systems for small businesses.
Traditional PBX
Long ago, before digital business communications platforms were invented, most businesses had to rely on physical phone systems stored on the premises, in equipment rooms, phone closets, or something of the like. They used traditional copper phone lines—ancient, or landlines—that entered the building and connected to a PBX box, which contained various switches that allowed the calls to be distributed to all the phones within the office and to a few external lines.
Now, these systems were pretty expensive, and businesses had to pay very high upfront costs for all the hardware and the installation, which had to be done by experts, of course. Not only that, but a consequence of this dependence on hardware and physical wiring was that expanding this system would require the businesses to be put on hold, arrange dedicated support, and somehow scrounge up more room for the additional equipment that is going to be coming in. So, if you ever wanted to scale up or grow your business, traditional PBX could cost you dearly, doubly so if you were a small business.
IP PBX
We now move on to IP PBX, which uses VoIP, or Voice over Internet Protocol, telephony to make and receive calls over the very helpful, modern invention of computer networks instead of using the PSTN (Public Switched Telephone Network). These are pretty much a complete upgrade over traditional PBXs, as they all have the same telephony functionality and then some on top. Some of them also give you shared voicemail, call recording, and custom extensions.
But the caveat is that often you have to pay some extra for these added functionalities. This type of PBX is still located on the premises, so just be aware that your business has to have room to handle all the hardware and be able to take on all the software-related expenses. While this IP PBX system needs physical hardware—the IP phones, the handsets, and so on and so forth—and the ethernet ports needed to function, it is still more cost-effective than the traditional PBX system, as the phone service fees for calling long-distance are generally lower.
Hosted PBX
Hosted PBX is an IP PBX system that is hosted off-site by a VoIP provider. It provides all the services offered by the previous two PBX systems that were on-premises, but as it resides off the premises, there is no need to arrange a room just to store a clunky, big hardware system on the business premises. Instead, your chosen provider maintains and manages all the technology, which means, of course, that you cut down quite a bit on all the installation and maintenance costs that were incurred before.
Also, generally, hosted PBX systems will charge you monthly, which ends up being more budget-friendly, especially if you have a smaller business. Like the other PBX we mentioned, a hosted PBX can transport all the data using the PSTN, the internet, or a fun little combination of both. A thing to remember is that although the technology in these PBX systems is often advertised as being stored “in the cloud,” this is often just housed in data centers, which are not true cloud systems, as signaling, calls, and features still pass through an IP PBX server. They are just not squatting in your office cupboard like some little digital goblin.
Virtual PBX
This might be a little confusing because, depending on who you ask, you will get different answers. Some say that a virtual PBX is more or less a cloud PBX that lets you make calls through the internet, while others state that a virtual PBX is not really a full phone system but rather only a part of a hosted PBX that simply handles all the incoming phone calls. Here, we will just refer to it as a PBX system that simply has no hardware, either on your premises or on a third-party property somewhere.
Which is the One for You?
How do you determine which phone system and service provider is best for your company? That is a question only you can answer, but the choice ultimately boils down to your resources. Your budget, whether or not your firm is steadily developing, whether or not you have a dedicated IT team capable of operating and maintaining an in-house system, and whether or not you have access to a high-speed internet connection are all important to consider. When selecting a provider, you should thoroughly check all of their services, as well as whether they offer all of the features and tools you want in a phone system, as well as the quality of customer assistance you require.
Cloud System, Yea or Nay
Now, if you are considering a cloud-hosted system, there are other factors that have to be taken into consideration. To start with, uptime. This is how often and for how long the system is operational, so when the system is down, you will not be able to access your telephone services. The very best providers have many data centers around the world, so as to minimize downtime with their service. So when you are speaking with different providers, make sure to ask them about their uptime stats and whether there is a guarantee to get your money back in case the service is down for longer than the guaranteed timespan each month.
VoIP
As we briefly went over, voice-over-IP technology is basically the ability to make a call over the internet and is a major, cost-effective technology. This system shares one phone number across multiple devices, which means any free employee can answer the call, so the chance of missed calls and frustrated customers is significantly decreased. Plus, there are no charges for long-distance calls or extra costs for call parking or queues, features that are heavily relied upon by businesses with high volumes of calls streaming in.
Auto-Attendants
This one could be a great addition to your business, helping it all run smoothly, and your customers will never have to miss a call. An auto-attendant is basically a virtual receptionist, or, if you are a little older, a switchboard operator like back in the day. It can answer calls and forward them to the correct extension, as well as take messages and voicemails.
This also helps to give your business a professional, sleek image, increasing efficiency. Plus, you no longer have to pay a staff member for this role, so you also save money. There are many more advantages to having the auto-attendant feature, like improving general customer satisfaction by having their inquiries promptly and easily resolved.
Traditional Landline System
You may still be running on a traditional landline system and be wondering why you should stop doing so and what the disadvantages of using one are. Well, the main problem with them is not their functionality or lack thereof; they actually still operate at quite a high level.
The biggest issue with them is simply the fact that no new options are being built anymore, so no new technology is being developed for them. So there is no new software upgrade either, meaning you won’t have access to many modern features. Finding experts to provide support and customer service for landline systems and who have the parts to keep them running is also getting increasingly difficult.
While you can still technically run on a landline system, in the modern age, there are far more disadvantages than just upgrading to a modern phone system. As you have probably realized by now, there are numerous options for you to choose from, depending on numerous variables. Hopefully, you now have at least an idea of what you are looking for and what you need.
FAQ
Question 1: Why not go for a traditional landline?
Because the fact is, if you are trying to run an up-to-date business, a traditional landline is no longer a viable option, outdated, and outperformed.
Question 2: What is a PBX?
A Private Branch Exchange is a business phone system that enables call transfers externally and internally between different phone extensions inside one property, like an office.
Question 3: Is PBX only for internal calls?
Back in the day, it used to be, but in the modern age, many new features were tacked on, like voicemail, putting calls on hold or transferring them, so you get access to a lot more than you used to.
Question 4: What is a Cloud System?
Put simply, a cloud system basically means you use the internet to make and receive calls, and is certainly one of the most accessible and easy-to-use phone systems, with very few downsides.
