VoIP software has long been dominating the business landscape, owing to many advantages. From softphones to hot desking, much is possible with a VoIP connection and affordable subscription plans that can be within budget for even the smallest of startups. Add to this the option to add omnichannel communication and third-party integrations to VoIP to create a centralized communications platform that is scalable as it is powerful.
The economic impact of RingCentral Contact Center is a report developed by Forrester, which strongly proves the above points. The deployment of a cloud-based contact center, together with sister functionalities such as VoIP, video conferencing, and Unified Communications (UC), is a master solution for reaching your customers no matter which channel they prefer, thereby elevating the customer experience and giving your business an advantage over your competitors.
Therefore, if you’re still using a PBX (private branch exchange) telephone system in your office—it’s time to stop. You might be thinking, “if it’s not broken, why to fix it?” Well, here’s the thing. Your traditional PBX phone system is broken compared to the other options available—VoIP, SIP, virtual PBX, and IP PBX, VoIP, SIP, virtual PBX, and your traditional PBX phone system is broken. We’re so confident that we’re right about that, and you’re just used to a bad experience, that we can prove it with three simple points.
“We’ve always used PBX” is not a reason to believe it’s the best option.
Once upon a time, people said, “we’ve always gotten everywhere by walking,” “we’ve always used an abacus,” and “we’ve always communicated with traditional PBX systems in our office.” Yes, PBX is that outdated. So what? Using obsolete technology is problematic for several reasons, some of which may resonate more with you than others.
Legacy PBX systems can cost you more in the long run, especially as vendors stop patches. Workforce productivity can dwindle due to disparate systems and poor integration. Last but never least, a lack of patches/updates mean that your legacy PBX system will be more prone to cybersecurity breaches - which can put confidential data at massive risk.
- PBX Features
You’ll be able 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 correct party as possible? And how about internal communication? Are you running at peak efficiency using a PBX system that doesn’t help streamline your communication flow? If you think you are, you might be interested in finding out that you aren’t when compared to your competitors.
Staying up to date technologically improves your customer-facing services and improves your efficiency and productivity. With more employees working remotely, PBX systems cannot scale since they can only be accessed on-site and locally. On top of that, customers may now choose to call your hotline via a click-to-call button over your website or mobile app instead of an old-fashioned dial. PBX cannot cater to web-based requirements, making it a no-go for most modern businesses.
- PBX Support
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.
First, you need much more support over PBX, even to make simple changes. With cloud-based services, you’ll have a much more accessible platform to make your user-friendly adjustments.
The second issue is that as PBX is increasingly phased out in favor of VoIP and related services, there will be less professional support. Many reputable vendors are moving away from PBX altogether.
Cloud-based options are more cost-effective compared to PBX.
There’s no getting around it: PBX services have stalled out in terms of price and will continue to adjust for inflation. Cloud-based phone systems, however, are getting more cost-effective by the day. And we’re not just talking about price-per-line at the enterprise level. 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 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.
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VoIP solutions are more reliable and flexible compared to PBX
“What if the internet goes out?”
Well, that’s an issue. However, it’s much less of a reliability concern than many 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. However, if something happens on-site at your PBX service provider, you’re very likely simply out of luck until major repairs occur.
If something happens on-site at your organization, a VoIP system can work with an existing router—not valid with a PBX system. That also means you can take your calls on the road without expensive forwarding or answering services. VoIP mobile apps facilitate on-the-go communication even further, as they function as softphones that can make and accept calls locally and internationally - but without incurring hefty charges.
PBX can no longer be considered a top-of-the-line organization, from the smallest and simplest to the largest and most complex. It’s not the cheapest solution. Or the most reliable. Or the most convenient. If you’re switching to a more modern way to communicate in your office, check out our Phone Systems Buyer's Guide for more tips on selecting the best communication system for your business.