“We’ve always used PBX” is not a reason to believe it’s the best option available

Once upon a time, people said “we’ve always gotten everywhere by walking,” and “we’ve always used an abacus,” and “we’ve always communicated with traditional PBX systems in our office.” Yes, PBX really is that outdated.

So what? Well, using very outdated technology is problematic for a number of reasons, some of which may resonate more with you than others.


You’ll have the ability to implement far more updated features if you move on from PBX telephone systems. You may think that if you haven’t needed them so far, why would you—but do your customers feel the same way? Is it as easy to connect to the right party as it could be? And how about internal communication? Are you really running at peak efficiency using a system that doesn’t help streamline your communication flow? If you think you are, you might be interested in finding out that you really aren’t when compared to your competitors.

Staying up to date technologically makes your customer facing services better, and improves your efficiency and productivity.


When you need a new line, or to change a number, how easy is it to get in touch with customer support and make that happen? How long does it take for the change to be implemented? If you have a problem, how quickly is it resolved?

There are two issues with PBX support.

The first is that you need much more support, even to make simple changes. With cloud-based services, you’ll have a much more accessible platform with which to make your own user-friendly adjustments.

The second issue is that as PBX is increasingly phased out in favor of VoIP and related service, there’s going to be less, and less professional support. Many reputable vendors are moving away from PBX altogether.

Cloud-based options are more cost-effective

There’s no getting around it: PBX services have stalled out in terms of price and will continue to adjust for inflation. Cloud-based services, however are getting more cost-effective by the day. And we’re not just talking about price-per-line at the enterprise level, either. It’s cheaper to use a VoIP service even if you only need a few lines, and you’ll have far more bang for your buck in terms of features. There’s really no contest here. Yes, you may have some small upfront costs, but even in that sense, VoIP is more cost effective when compared to PBX because of its flexibility. Adding a new terminal is much easier on you (and your business’s property) than running new lines.

VoIP solutions are more reliable and more flexible

“What if the internet goes out?”

Well, that’s an issue. However, it’s much less of a reliability concern than the multitude of issues that can threaten a PBX system. Why? One word: redundancy. If a server goes down, your calls will be routed through a different server. If something happens on site at your PBX service provider, however, you’re very likely simply out of luck until major repairs take place. If something happens on site at your organization, a VoIP system can allow you to route calls to any other destination of your choice—not true with a PBX system. That also means you can take your calls on the road without expensive forwarding or answering services.

For businesses and organizations, from the smallest and simplest to the largest and most complex, PBX can no longer be considered a top of the line solution. It’s not the cheapest solution. Or the most reliable. Or the most convenient. If you’re making the switch to a more modern way to communicate in your office, check out the TopAdvisor guide to VoIP to understand your business’s needs and to find the VoIP solution that’s right for your organization.

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