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The Greatest Benefits of PBX Systems

 

Organisations that are planning to implement more telephones in their offices need to know more about Private Branch Exchange systems, also referred to as PBXs. With advancements in communications technology, PBX systems have become increasingly easier to manage effectively.

Apart from ease of use, PBX systems are more cost-effective and can provide the organisation with a wide range of benefits.

What is a PBX System?

 

Simply defined, a Private Branch Exchange System (PBX) is a private telephone network that is used within an organisation. It allows for users of the system to communicate internally, within the company, as well as externally with the outside world, using several communication channels such as ISDN, analogue, or Voice over IP.

PBX systems are also known as PABX, that allows the organisation to add more telephones than physical telephone lines (PTSN). It also allows for free calls between users, and it provides a wide range of features including:

  • Transfer Calls
  • Voicemail
  • Call Recording
  • Interactive Voice Menus (IVRs)
  • Call Queues, and many more.

 

Conventional PBX systems have proprietary phones, and this meant that there would not be a way to reuse the phones in a different system. This translates to having a system lock-in and when this happens, it means that the organisation is bound to the same system because a system change would need a change in the phones, which makes it extremely expensive to break away.

There is also the vendor lock-in where traditional PBX systems are concerned, where the organisation is bound to the same vendor because the phones are only usable with systems provided by a given vendor, often within a specific range of systems.

However, because times have changed and there has been significant improvement in technology, the consumer telephony landscape has evolved, introducing the Open-Standards-Based IP PBX. The point that “IP” serves in the new era, is that telephone calls can be delivered with the internet connection as the main transport technology.

PBX Phone systems can be offered either as hosted or virtual solutions. They can also be offered as on-premises solutions that can be run on the company’s proprietary hardware.

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The Greatest Benefits of PBX Systems
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The Greatest Benefits of PBX Systems

 

Automation

 

This is one of many advantages of implementing a PBX system, meaning that the organisation no longer needs to appoint a receptionist to answer or direct calls. 

Companies across industries have implemented the “Auto Attendant”, which instructs callers to dial a specific number for a certain service. These menus may often cause frustration for callers, especially if they are extensive.

With PBX Auto Attendants, callers can easily enter an extension number to cut through a long list of options, leading to faster routing and fewer frustrated customers.

 

Image Enhancement

 

The features of an effective PBX system are common to customers who may often encounter features such as auto-attendants when they call into large corporations, such as utility companies.

When a smaller organisation installs a PBX system, it can reap the same benefits as these larger entities because they get the same representation. It creates an air of professionalism and order, despite the size of the company.

This will boost the company’s business credibility and it also inspires confidence in customers who may otherwise worry about dealing with smaller companies.

 

Maintenance-Free Service

 

Cloud-based PBX systems do not need installation and therefore they do not need additional equipment and they will not take up more space in the office. By removing the need for a physical PBX box in the office, upfront costs and additional costs involved with calling a technician or maintenance team is eliminated.

Another benefit relating to this is that PBX phone services that can be accessed via the Internet do not need specialised equipment and the organisation is not subject to maintenance contracts.

 

Hosted PBX Advanced Features

 

Cloud-based PBX services are also known as Hosted PBX, and there are several benefits of hosted PBX services over physical PBX systems.

These additional features make it easier for employees to access their calls, emails, and other work-related components via their mobile phones because these devices are connected to the cloud-based system.

With conventional systems, employees would have to be anchored in the office to answer calls, pass advice, and manage operations.

However, with hosted systems, routing calls to employees will not be any different, but it allows for more versatility and flexibility because employees included in the network can attend conferences, calls, and other work functions no matter where they are.

A consideration with this, however, is that some employees are not entirely comfortable using their phones for work. This relates to security issues where employees may not want to give their mobile numbers to customers.

In addition, employees are not comfortable having to deal with a company phone and their phone, and this can easily be solved with Hosted PBX. These systems route calls that are made to the company phone to a mobile device, with employees giving their office number to clients as well as customers.

The PBX system then maps that specific number to the employee’s phone, meaning that calls can be received on the employee’s own phone without the employee giving out their number.

 

Internal Communications are enhanced

 

When employees call another number in their organisation, the call is routed through the local phone company’s exchange. This means that the call goes from one employee’s phone to the local phone company’s exchange and back to the line of the other employee, which can incur a charge.

The PBX system allows for the call to be routed internally and directly without it going outside the building. A traditional phone system would lead to complex and costly management while the PBX system offers an effective and cost-effective solution to companies of all sizes.

 

Integration with the Internet

 

One of the best advancements of the PBX system is that it can connect to the Internet. Calls can be channelled over a system called Voice Over Internet Protocol or VoIP.

With an Internet-connected system, incoming phone calls go through the VoIP phone handsets, but they do not arrive, or go out, through conventional telephone networks.

This eliminates the need to pay telephone bills, amongst many other costs involved with conventional systems.

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