Best Cloud PBX System for Businesses in 2023

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What is a cloud PBX system?

A cloud Private Branch Exchange (PBX) is a business phone system that is powered over the internet and is hosted on the servers of off-site data centers. When compared to a traditional PBX system, a cloud PBX offers enhanced features, along with allowing a non-tech admin to seamlessly set up everything.

Cloud PBX provides you with PBX capabilities without the requirement for expensive and complicated equipment. In this type of PBX system, all the routing services are facilitated by the VoIP provider instead of a dedicated PBX system manager in your office.

Objectives of having an effective cloud PBX system

As companies grow, seamless scalability becomes a necessity. For instance, adding new employees requires you to adapt your phone system to meet the need for more lines. This can be harder to accomplish using traditional on-premise telephony systems.

Here are a few business objectives of having an effective cloud PBX system.

• To obtain a fully-integrated communication system

  One of the critical aspects for increasing a company's efficiency is to integrate its communications with its everyday applications. Cloud-based business tools are easy to deploy, which enables the employees to stay connected both in the office and on the go. This way, the cloud offers a consistent business presence, thereby adding to productivity by providing access to email, instant messaging, and CRM tools.

• To get control over communication modes

  • By using a cloud-operated system, businesses can get in the driver's seat, allowing them to pick and select the features they need, along with seamless access to turn them on or off.

  • Furthermore, cloud solutions provide employees with all-time, all-location access via smartphone or desk phone. Besides, they can get real-time access to crucial business software.

• To get top-line business features

  A best cloud-based telephonic system offers simple business access to several types of network applications, which are typically found at larger corporations. This consists of features such as Auto Attendant, Virtual Assistant, Never Miss a Call, etc.

• To achieve mobility and ease of use

  The modern-day workplace is becoming mobile, and small businesses need to be able to operate from numerous locations. With a cloud-based system, employees of small companies can have access to features that enable them to log irrespective of their location.

• To manage time efficiently

  • Cloud-based portals allow IT teams to manage their system more adequately. It provides them with insights into service configuration, trouble tickets, call analytics, billing, etc., thereby enabling them to save on resource management and prioritize more productive tasks.

  • Furthermore, cloud solutions can be easily integrated with other cloud apps, which allows mobile employees to access the functionality required to perform their jobs efficiently.

• To flexibly scale up and down

  As a company grows, it needs to hire new talent and open new offices to accommodate new customer requirements. Thus, there arises a need for a communication system that can scale up or down with ease. With a cloud PBX system, companies can add or remove certain extensions to facilitate higher call volume. Moreover, cloud solutions allow businesses to pay only for the extensions they use.

• To achieve business continuity

  Working with a cloud-based phone system enables companies to stay connected to their customers irrespective of the circumstances. Such a system is unlikely to be affected by external factors like weather changes. Also, companies can establish a continual presence to maintain a smooth run of processes.

• To improve customer service

  Features like Auto Attendant and Virtual Receptionist allow businesses to direct calls to several departments, along with creating custom greetings. For instance, a company can set up a holiday greeting for a specific date or special promotions in case of a product or offer launch.

• To easily add new service features

  At the time of busy seasons, companies can add premium features to enhance the efficiency of calling and staffing. Cloud PBX systems let businesses customize call experience and manage heightened call volumes, which lead to decreased missed calls, busy signals, and voicemails.

• To reduce costs

  Cloud PBX systems also allow companies to reduce costs. Telecommunications based on cloud is less expensive than traditional PBX systems, thereby reducing costs and increasing profits.

Few things to consider Before Buying PBX software

If you are planning to scale up your business, key and hybrid systems will not be suitable as you will need an auto-attendant to route incoming calls, which only a PBX system provides. Here are a few things to consider when choosing a PBX software.

• Size
  Consider the call volume, number of lines, and extensions you will need in the PBX system.
• Modularity
  Be sure to purchase a modular system that grows with your business rather than saving by buying an inexpensive system that will outgrow as your business scales..
• Price
  The cost of phone systems is not easy to predict because of several factors like installation charges, options you pick, and the type of equipment you select. Generally, PBX systems cost between $400 and $600 per station.
• Products
  It is usually recommended to buy popular brands over cryptic brands. It helps you find dealers with ease that can provide system upgrades and support for popular brands. In the case of unknown brands, finding a reliable dealer can be a tormenting hurdle.

Features

In the case of cloud PBX systems, you can handpick the features you want, whereas, in traditional systems, you need to settle with what is offered. Still, here are a few common features you should seek when selecting a PBX system.

• Call forwarding

• Call waiting

• Hold

• Speakerphone

• Speed dial

• Voicemail

Components of the PBX system

A PBX system is not complex in terms of functionality. It was designed to imitate the process used by telephone companies to make, connect, and switch calls. Here are a few essential components a typical PBX system has.

• A cabinet, box, or closet that houses the internal parts

• Switchboard consoles for operations for connecting calls

• Computers or controllers for processing data

• Lines or trunks for connecting PSTN to the PBX

• Cards for power, switching, logic, and other required hardware necessary for PBX operation

• Endpoints in the form of credit cards, fax machines, desk phones, etc.

• Additional devices for enhanced functionality, such as voicemail, caller groups, etc.

The above components are clustered into the following broad elements of a PBX system.

Exchange: Exchange refers to a large switching station that connects and routes calls both internally and externally. It can be small like a cabinet, or large like a room depending upon the number of lines and the size of the network. The Exchange is also considered to be the brain of the PBX system and is the place where most of the equipment and software are telescoped.

Gateway: This component of the PBX system connects the internal network to the external world. It routes calls from the exchange unit to the local PSTN lines. When an employee dials an outside line, the gateway comes into play and connects the outside line with the internal extension.

Handsets: These are the telephone handsets used with the PBX system. They are specialized units designed for enhanced functionality. These handsets allow callers to call inside extensions and outside lines, along with utilizing intercom, paging, and other features.

Major Issues with a PBX system

Virtual PBX systems are dominating the market and for rightful reasons. Traditional PBX systems have already established their requirement despite the various challenges it poses. Here is a quick look into the major issues you can encounter with a conventional PBX system.

• Power outages

  • Depending on how the solution is implemented, you will be left without a phone system if the system shuts down. Furthermore, your hardware PBX will be lost when there is a power outage.

  • Installation and up-gradation costs

  • Hardware PBX systems are expensive to install and further costly to upgrade. When using a traditional system, the organization will need to look for PBX service through an economic provider to reduce its gross expense.

• Call expenditure

  Startups and small businesses often look for saving up on expenses when looking for PBX technology. This turns out to be crucial as some calls can be international, which can lead to disturbing cost variances.

• Mobility

  Several organizations in the small and medium sectors are mobile, in which traveling is a part of the operation. Hardware PBX systems make it difficult to commute from one place to another. Besides, the bandwidth utilized to transmit signals of the LAN is wide, which can cause accommodation problems.

• Other troubles

  • The switch networks and router require enough IP addresses.

  • Although PBX systems have less sound quality degradation than other phone systems, a router that features voice compression can tamper the sound quality.

Comparison between Key System and PBX system

The telephone system is one of the most crucial components of your organization as it connects your customers, employees, and business. When it comes to choosing a telephone system, you have a bunch of options, most common of them being key systems and PBX systems. By now, you already have a significant idea of what a PBX system is and how it can benefit an organization. But, for companies that are still sticking to key systems, here is a quick comparison between the two.

For starters, a key system consists of telephones that have multiple buttons and lights that indicate the lines in use. When you want to place a call, you can simply press a button and select a company's phone lines. Such systems typically feature one unit with a limited number of extensions. Key systems are readily found in small companies with fewer than 50 employees.

Now, let's come to our question: should you implement a PBX system or shift to PBX from your existing key system? Firstly, key systems are based on internal terminal technology; the line routing device is housed in the phones, and one phone or box serves as the primary routing point. PBX, on the other hand, includes a central terminal that connects telephone company lines directly to the equipment and lines in your company. PBX systems have an unlimited capacity, whereas key systems can only handle a limited number of lines.

A key system can roughly handle 40-50 lines. However, the latest key systems have witnessed some advancements as well. Earlier, most key systems had a maximum handset capacity of 40, the chances of accommodating any more were rare. Now, some systems can handle even 60 handsets, along with maintaining high levels of line integrity. Moreover, technology and the reduced size of chipsets have made them able to accommodate new features. Thus, there are some key systems that can do everything a PBX can do, and that too for less money.

All in all, if your business is growing at a rapid pace with no looking back and you feel it will outgrow your existing key system soon, switching to a PBX system can be a good call. Key systems can be cheap, but buying a new one to replace another considering your future scalability would not be the right investment.