Making the move to a cloud based PBX business phone system, in its own right, is a significant decision, but then weighing between a local or big box brand puts another wrinkle in the process. If you want generic support that’s delayed and is unlikely to include on-site support if needed, then a big-box brand is what you should go with.
Chances are, you want personalized service and support with a local provider who understands your unique needs and still offers competitive pricing. When laid out like this, it seems like a straightforward choice that local is the right choice when it comes to an integral piece of your business.
Don’t worry; we’ll use the rest of the article to go in-depth on business phone solutions and what you should consider.
Related content: Why Your Office Communication Systems Need to Be Cloud-Based
What is a Cloud PBX?
A cloud PBX phone system is a virtual private branch exchange (PBX) that uses voice over internet protocol (VoIP) to make and receive calls over the internet. Traditional PBX systems are hardwired to the public switched telephone network (PSTN), while cloud PBX systems use internet connectivity.
It streamlines inbound and internal calls, sending them to the right person, whether an internal department or a specific user. Plus, with collaboration features backed right in, it helps people work together more efficiently.
Cloud PBX is hosted in secure, remote data centers and delivered over the internet, so not only do you get an always up-to-date system, but it’s also redundant. This delivery method helps you stay connected even in the face of natural disasters or business continuity concerns.
How Does a Cloud PBX VoIP Phone System Work?
Cloud PBX uses VoIP technology to transmit voice calls over an internet connection. Unlike traditional PBX systems, which rely on physical infrastructure and incur higher operational costs, Cloud PBX VoIP systems offer more advanced, flexible, and cost-effective solutions. Calls are established securely over the same network your computers use, and the information travels over IP networks to the cloud PBX.
You may think that traversing the internet like this would delay the connection, but it doesn’t and is faster than an analog line call. Did you think those were delayed? Not to get too into the weeds, but VoIP uses QoS (quality of service) to prioritize network traffic, so voice and video calls take priority and aren’t bogged down by anything else on the network.
Your managed service provider (MSP) will set this up during the hosted PBX installation.
Additionally, users connect to the PBX cloud through various options, including desk phones, web portals, and mobile or desktop apps. The ability to connect any way your business needs is powerful for the adoption and success of the new system. For example, if your business just wants to use softphones (desktop apps) to make and receive calls, you can save on the capital that would’ve been used on phones.
Related content: VoIP Essentials: Breaking Down the Components that Make it Work
Benefits of Cloud PBX
Cloud PBX jumped to the mainstream during the pandemic. When compared to traditional PBX phone systems, VoIP alternatives offer significant advantages such as lower costs, greater flexibility, and advanced features.
Of course, the cloud has been widely used for enterprises, and those versed in IT, but small and medium-sized businesses may be skeptical that it would benefit them. That quickly changed with widespread adoption across the globe made possible by its ease of use and feature set. Here are some stand-out benefits:
Cloud based PBX is scalable and flexible, handling remote workers and multiple locations.
It’s a cost-effective solution with low upfront costs and no maintenance or hardware expenses.
It has advanced features like call recording, video conferencing, and call routing.
It offers unlimited calling plans, which can significantly reduce business communication costs.
Being hosted in the cloud makes it more reliable and redundant with automatic failover and disaster recovery.
Compared to traditional, on-premise PBXs, it’s more secure with encryption and secure data centers.
Key Features of Cloud PBX Systems
Call Recording
Call recording is a standout feature of cloud PBX systems, allowing businesses to record and store phone calls for various purposes, such as quality assurance, training, and compliance.
This feature is invaluable for monitoring customer service interactions, resolving disputes, and maintaining a record of important conversations.
With a cloud PBX, call recording is often automated, and recordings can be easily accessed and managed through a user-friendly interface. This ensures businesses can efficiently track and analyze their phone calls, improving service and operational efficiency.
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is another powerful feature of cloud PBX systems. IVR allows businesses to create custom menus and responses for their callers, enabling them to navigate through options using their telephone keypad or voice commands.
This feature can automatically handle tasks such as checking account balances, making payments, or routing calls to specific departments. By implementing IVR, businesses can enhance their customer experience, reduce wait times, and increase operational efficiency, making it a crucial component of modern PBX systems.
Visual Voicemail
Visual voicemail is a convenient feature of cloud based PBX systems that allows users to access and manage their voicemails across multiple devices, including online platforms, desktops, and mobile phones. Users can easily preview messages, listen to them, forward them, or return calls.
This feature saves time and ensures that important messages are prioritized and managed effectively. Visual voicemail enhances the user experience by providing a seamless and efficient way to handle voicemails, making it an essential tool for busy professionals.
Real-time Quality of Service Analytics
Real-time Quality of Service (QoS) analytics is a critical feature of cloud PBX systems that enables businesses to continuously monitor their system’s performance. With powerful QoS reports, detailed call logs, and audit trails, businesses can quickly identify and resolve issues with their phone system.
This ensures the phone system runs smoothly and efficiently, minimizing downtime and maintaining high-quality communication. Real-time QoS analytics give businesses the insights to optimize their phone system and enhance overall performance.
Local vs. Big Box Brands
A phone system isn’t something you want to do much, if any, DIY on. When conducting a cloud based PBX comparison between local and big-box brands, it’s important to consider the providers who best meet your business needs.
On the whole, there’s a tendency to favor national brands, but when it comes to the communication platform running your business, you want someone who knows the area and can quickly come out and support you if something goes wrong.
For instance, the last time you needed support and had to make an appointment with a big box brand for your home internet, how delayed was that appointment? If it was within a week, you’re lucky, but with your business, that’s an unacceptable amount of time to wait.
Unitel has been supporting New England since 1987! We’re not new to business communication and have built a name for knowing our customers by their first names and treating them like family.
Related content: Office Phones: Why Local Matters for SMB Success
Cloud Based PBX Backed by Local Expertise and an Industry Veteran, That's Unitel
In general, there’s nothing inherently wrong with big, national brands; it just comes down to what you’re looking for in a PBX phone system. The idea is that you get what you want and are happy with the service.
Don’t count out a local provider just because they’re local; they might surprise you. Do your research and ask questions. Take Unitel for a spin; we love what we do. Contact us today!