Best Cloud PBX
Buyer's Guide
Cloud-based Private Branch Exchange or Cloud PBX is a crucial part of business phone systems. It’s also referred to as a “Hosted PBX.” It’s a telephone network that enables communication and is accessible via the internet. It hosts all the data and software in the cloud and automatically answers calls. Cloud PBX also provides robust capabilities such as call routing and management, extension dialing, hold music, conference calling, automated attendants, customer waiting queues and more.
Traditionally, offices set up PBX systems on the premises, making them more expensive and occupying a lot of space. For smaller businesses, this isn’t a feasible solution as they may not be able to afford such an investment. The additional maintenance costs make it more difficult as small businesses they also have to spend money on other resources. Cloud PBX is comparatively cheaper and hosted remotely, making it a viable option. Additionally, the software allows smooth communication within and outside the organization.
Executive Summary
- The main benefits of cloud PBX are flexibility, accessibility, lower costs and more.
- Cloud PBX systems provide organizations with robust features such as call flipping, call queue and reporting and analytics, amongst many others.
- Consider factors such as the equipment, reliability and cost before choosing a system for your business.
- Remember to ask yourself and vendors some crucial questions well in advance before installing a cloud PBX system.
- What Is Cloud PBX Software?
- Deployment Methods
- Benefits
- Implementation Goals
- Basic Features & Functionality
- Advanced Features to Consider
- Current and Upcoming Trends
- Software Comparison Strategy
- Cost & Pricing Considerations
- Best Cloud PBX Software
- Questions To Ask Yourself
- Questions To Ask Vendors
- In Conclusion
What Is Cloud PBX Software?
A cloud PBX is a phone system that’s entirely dependent on the internet and hosted on servers. It offers users more features than traditional phone systems and is easy to use even without extensive technical knowledge or an IT background. You can access services like voicemail, SMS, calls and much more. System updates and network routing are taken care of by the hosting provider.
It’s simple and affordable for small businesses since there’s no cost of ownership. Additionally, you can purchase the services on a yearly subscription basis from the service provider. Modern organizations are slowly adopting this phone system due to the flexibility and freedom involved.
Deployment Methods
Low setup costs, affordable annual fees and zero extra maintenance costs make cloud-hosted PBX viable for most organizations. On the other hand, if you go in for an on-premise PBX system, there are bound to be maintenance costs as it requires hardware. However, the annual fees are comparatively low. In the case of an on-premise PBX the hardware is installed and runs at your office location, whereas a cloud PBX is managed off-site by a service provider and is dependent entirely on the internet.
With an on-premise PBX system, businesses have more control over communication. This aspect is best suited for more dynamic companies. If the internet stops working for some reason, they can rely on the traditional phone system. If you pick a cloud-based PBX solution, the entire functioning depends on a third party, making it a beneficial option for businesses that lack sufficient resources.
- Auto Attendant Systems
- Automatic Call Distribution
- Business Phone Service Providers
- Business Phone
- Call Center Scripting
- Call Center
- Call Monitoring
- Call Tracking
- Computer Telephony Integration
- Conference Call Services
- Conference Calling
- IVR Systems
- PBX Phone
- Predictive Dialer
- SIP Trunk Providers
- Small Business Phone
- UCAAS Providers
- Video Conferencing
- VoIP Phone Systems
- VoIP Softphones
If you have remote offices spread across different locations, then a cloud-based PBX system is ideal for your organization. On-premise solutions can also handle remote users placed in other areas. However, they can be a little more expensive.
A cloud-based phone solution doesn’t demand too much maintenance, and thus, you don’t need to hire IT professionals to carry out the same. If your organization lacks the necessary resources and technical expertise, then a cloud-based PBX should be your pick.
Primary Benefits
Cloud-hosted PBX systems provide businesses with a wide array of advantages. Let’s take a look at some of them:
Flexibility
Use the cloud PBX solutions to connect with clients and team members from anywhere across the globe. Office employees can continue using the designated office number on any device of their choice, thus giving them the flexibility to work remotely or work from home whenever they want to. Moreover, you can seamlessly customize call settings according to convenience. Regardless of the organization’s size, your business is likely to experience a high degree of adjustability.
Cost-Effective
Cloud-based PBX systems are entirely dependent on technology, automatically eliminating costs involved in hardware purchase and management. This aspect is especially beneficial for small businesses, as they don’t have to hire any IT professionals to maintain hardware. The only cost you may incur is purchasing VoIP-enabled desktop phones. Additionally, you have to pay only for the features and the phone lines you use, cutting down on extra costs.
Keep The Existing Phone System
Employees become accustomed to their phone system and replacing it becomes an arduous task. Cloud-hosted PBX systems can be easily integrated and used with an already-existing device. If your existing phone system supports SIP trunks or VoIP, then no additional hardware is required.
Accessibility
You and your team can access the cloud PBX system from anywhere in the world without much ado. You don’t necessarily have to be confined to your office space to access the cloud PBX as the employed service provider will be responsible for managing the data.
Implementation Goals
| Goal 1 Mobile-Friendly | According to a survey, 36.2 million Americans will work remotely by 2025. This shows that a big chunk of organizations will witness employees working remotely. Thus, most devices today have apps similar to cloud PBX apps, allowing users to access crucial features on the go. |
|---|---|
| Goal 2 Easy To Operate | You and your employees can use a cloud PBX efficiently even if you don’t have an IT background. The onboarding process is quite simple and the interface isn’t too complex either. It’s intuitive, easy to use and operate as compared to traditional phone systems. |
| Goal 3 Improved Reliability | Most providers secure business communications by hosting the phone system on a private cloud, thus ensuring reliability and security. Cloud PBX providers can also help in lowering the chances of security threats and attacks. |
| Goal 4 Scalable | It’s next to impossible to accurately predict your business's growth and expansion in the next five or ten years. You don't want to be stuck with solutions that don’t adapt to the rapid changes in your organization. Cloud PBX offers flexibility and you can add or remove services as per your company's needs. This way, you can also cut down on features that aren’t helping your business as you’d envisioned and save money for investing in other vital resources. |
Basic Features & Functionality
| Auto Attendant | Most business phone systems use the auto-attendant feature for allowing callers to connect with the correct department. This ensures better customer engagement, improved workflow and provides a personalized touch, thus building credibility. |
|---|---|
| Interactive Voice Response (IVR) | Attain a great degree of mobility by using this feature. It helps answer incoming calls and subsequently connects users to the right department. This feature is especially beneficial for organizations with a large volume of incoming calls as it will help reduce the burden of calls for the receptionist. |
| Audio And Video Conferencing | Some businesses allow users to host audio and video conferencing by using any internet-enabled device. You can also screen share for better engagement or dissemination of information. All you need is plenty of bandwidth and you are good to go. |
| Call Queue | This is valuable for organizations, especially on days when the call volume is high. It automatically queues up clients when they call in, thus minimizing wait times and allowing all callers to connect with agents one after the other. The chances of callers hanging up are lesser when they are informed that they have to wait only for a short time. |
| Call Flipping | Use this feature to simply flip a call from a desk phone or softphone to your mobile phone during a call without anyone noticing. This way, you can leave the office premises while on the call and continue being on the call even outside the office space. |
| Call Recording | Call recording is a great way to refer to important points discussed during presentations, meetings or webinars. Use this feature to train persons to save time by eliminating the need to duplicate content and cut down on legal risks. |
Advanced Features & Functionality
| Reporting And Analytics | For larger organizations that receive bulk calls, it’s crucial to get essential call insights such as call duration, number of missed calls, toll-free calls and more. |
|---|---|
| Voicemail To Email | With the cloud PBX system, you can quickly get voicemails delivered directly into your email inbox. Some cloud-based PBX providers may also provide voicemail transcripts along with the audio file. This makes it more convenient to go back and listen to voicemails and refer to the transcriptions if something is left out. |
| Apps | Employees can connect remotely without jumping between screens with mobile and desktop apps. It’s essential to identify if your cloud PBX provider gives you an app compatible with Android and iOS. |
Current & Upcoming Trends
According to 360 Research Reports, the global Cloud PBX market was valued at $9,228.44 million in 2020 and is set to grow with a CAGR of 3.69% from 2020 to 2027. Here are some of the current and future trends of the substantially growing cloud PBX market:
Rise of 5G
5G is a massive game-changer, and an increased number of organizations are adopting it. According to a report by Research And Markets, the global market for 5G infrastructure should grow to $115.4 billion by 2026. 5G provides users with many benefits, including lower latency, enhanced video conferencing, high-resolution audio, reasonable costs and more. Moreover, data transmitted over a 5G network is safe and secure.
In-App Communication
These days, organizations are more interested in providing in-app services to their employees, making it easier for them to work and eliminating the need to switch between work applications repeatedly. This also enhances the workflow of employees working remotely and boosts the productivity of the team.
Demand for UCaaS
UCaaS provides organizations with more flexibility, allowing employees to use many channels and access them via any device. It also offers advanced functionality and makes it possible for employees to check the availability of other colleagues, thus saving time and energy. UCaaS features make it simpler for you to reach out to colleagues, clients and others. Through this, you can use the same number within the office and while working remotely, making it more straightforward for customers and colleagues to contact you.
Surge In Artificial Intelligence
According to Semrush, it is believed that the AI global market is predicted to reach $190.61 billion market value by 2025. An Increased number of organizations are expected to employ automated assistants and virtual helpers. The key reason for this is to replace humans, save time, cut down on costs and eliminate human errors. AI-enabled solutions are more productive and efficient in the long run.
Software Comparison Strategy
You have to consider a variety of factors before choosing an ideal cloud PBX solution for your organization. Here are some essential points to remember:
Equipment
Figure out whether you want to add already-existing, cloud-based IP phones or a traditional phone system. Equipment and hardware is an essential factor when it comes to costs.
Organization Size
A cloud-based PBX solution is apt for a small business. If you run a small or mid-sized organization, choose cloud PBX to save the costs involved in installing hardware and maintaining equipment. You’ll also get the required flexibility to make changes as and when needed. This is important for small businesses that could expand rapidly. You don’t want an unadaptable solution.
Services And Support
A lot depends on the support and services required. It’s best to go in for a solution that offers 24x7 support promptly. Also, avoid platforms that cause latency, glitches and create the wrong impression in front of clients. Moreover, constant technical hassles and call-lagging can lower team productivity levels in the long run.
Strong Internet
Cloud-based PBX is predominantly dependent on the internet. If you can’t secure good-quality internet, there’s no point in choosing a cloud PBX over any other solution.
Cost & Pricing Considerations
One of the primary factors that businesses should consider before investing in any service or solution is the cost. It’s vital to identify if the solution fits into the predetermined budget and is feasible in the long run.
Every cloud PBX phone system has a set of basic and advanced features. Gauge whether you are paying for features you require for the better functioning of your organization and ensure you don’t end up paying for features you don’t need. Also, keep track of which features will and won’t come with your package.
Along with choosing the ideal plan, take advantage of free trials and demos to test the phone system in advance. Give employees the chance to demo and take their feedback seriously. If your employees are not happy with the working of a cloud-based PBX, then consider a different solution or ask your vendor to make adjustments.
Best Cloud PBX Software
Here is a summary of the best Cloud PBX software:
8x8
8x8 is a UCaaS system that helps automate the customer experience and allows callers to get the required information quickly. Enabled auto attendants to organize and distribute calls as per various time zones, business hours and other factors. You can use the software to record calls and refer to them when needed by automatically saving them to your software account. Enhance customer experience by using the music on hold feature. Customize recordings as per your requirements and increase the wait duration time of callers by imparting valuable information while they are on hold.
Different devices indicating the accessibility of the software.
RingCentral
RingCentral is a software that is ideal for all business types and sizes and allows users to communicate remotely with one another without any disturbance or interruptions. Use this software to direct customers to a single number, enhancing the customer experience and making it easier to contact the software. Offer extensions to employees, use toll-free numbers to increase credibility and make the most of call flipping and forwarding features.
Snippet of a user switching between devices.
Nextiva
Nextiva allows users to manage customer data quickly and efficiently with a CRM. You can initiate real-time chats with website visitors, thus converting them into potential leads. It’s possible to successfully identify customer wants and needs and access crucial data analytics, thus giving valuable business insights. It also allows remote teams to communicate and collaborate seamlessly. You can use tools to chat, share files, create and assign tasks and schedule meetings all in one space, thus allowing users to stay in the loop.
Snippet of a customer satisfaction survey in progress.
Vonage
Vonage allows businesses to access an all-in-one solution to access everything under one roof. It employs an automated attendant that’s easy to set up and customizable, thus enhancing customer experiences. By using the software’s call routing feature you can customize call routing according to holidays, lunch hours and more. Don’t miss any calls, re-route calls to different devices and use other robust options. Join meetings with a single click, share your screen and record meetings for further reference.
Snapshot of the software’s homepage.
Dialpad
Dialpad is a software that has taken several forms of communication and consolidated them into one space, making it easier for users. Use voice intelligence to get crucial details while making and receiving calls, sending messages and joining meetings. You can make calls to customers using any device and your phone number won’t reflect on their screen, making it possible for employees to stay connected to customers even on the go.
A user accessing different call tabs on the software.
Questions to Ask Yourself
Use these questions as a starting point for internal conversations:
- Does this service fit into my budget?
- Is this service well-suited for the number of employees in my organization?
- Will I be retaining my existing phone system?
- How will my organization benefit from a cloud-based PBX solution?
- How well will the cloud PBX work for
Questions to Ask Vendors
Use these questions as a starting point for conversations with vendors:
About the Software
- Does the service possess all the required features?
- Will I require any additional equipment to use the service?
- Is it scalable?
- Does it have third-party integrations?
- What are the limitations of using a cloud-based PBX?
- What is the setup process like and is it easy to make adjustments?
About the Vendor
- Do you offer 24x7 support?
- Do you provide any demos or training?
- What is your industry experience?
- How many years have you been in the same business?
- How do you ensure system security?
In Conclusion
Choosing a software or system for your organization is no mean feat. Things can get a bit overwhelming when you begin the scouting process. However, it would be best to consider crucial factors like cost, understandability, and reliability while zeroing in on a new system, especially in cloud PBX phone systems. You don’t want to end up stuck with a system or pay for something that doesn’t add much value to your business or benefit your organization.
This step-by-step buyer’s guide is a stepping stone towards making your decision and helps in reducing the stress involved in choosing an ideal phone system. It is best to go through it once and remember the critical pointers. I hope this was helpful and I wish you good luck in finding a well-suited cloud PBX system.
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