Very often, the growth of companies brings with it the problem of having to attend and to manage a greater number of telephone calls, which also require a more stringent and specialized attention. This is why companies ask themselves the question “which characteristics should the best PBX have?”
What do we mean when we talk about “PBX”?
Before we go any deeper, we must clarify exactly what a PBX is. This is an internal and external communication tool which allows to centralize all the telephone connections, reducing the cost of the connections between the different telephone devices.
Currently, there are several types of PBX, and today we will make the distinction between conventional or traditional telephone PBX and WebRTC or virtual PBX. In addition, we will see which is the best PBX option for your business.
While the conventional PBX allows you to manage as many calls as phone lines are contracted, through SIP protocol, the WebRTC or virtual PBX implements WebRTC technology, as its name suggests. This means it uses the data network by browser to transmit voice over the Internet, and therefore allows you to make and receive calls through extensions associated with a virtual numbering.
Why is the WebRTC PBX system more advantageous?
The main reason for using a WebRTC PBX is the cost reduction and the ubiquity it offers.
On the one hand, there is no need to buy additional IP phones, new equipment or make investments or installations. In other words, when we receive a call in a virtual PBX, the call is routed directly to extensions, which can be connected to the computer, mobile and even tablet. On any device connected to the Internet.
In addition, workers can be connected to these extensions from anywhere, so it is no longer necessary to be in the office to use the best virtual PBX.
Apart from that, the virtual PBX has all the traditional functionalities of a conventional PBX, such as:
- Informative greeting messages
- Call filtering
- Options menu
- Call recording
- Call transfers between different agents
- Intelligent Distribution (IVR)
- Voice mail
- Queues with music
Furthermore, the WebRTC technology virtual PBX also includes other features, such as the possibility of including a chat or free internal video conferences, as well as integrations with CRM or other platforms such as telephone card payment.
Configuration of the WebRTC PBX is managed virtually, through the Cloud technology, so once again we will not need equipment or even an Internet connection to make it available.
Which characteristics should it have?
First of all, we must take into account that, when contracting a PBX service, we can establish an initial configuration that, over time, will not be convenient for us. That is why it is necessary to know how to make the necessary changes in the configuration.
- Ease of making changes
In conventional PBX, changes are complex and must be carried out by specialized staff, who in the vast majority of cases do not even belong to the company providing the service and will mean an additional expense for your enterprise. However, by contracting a WebRTC PBX, configuration will be much easier, since through the configuration panel to which the company will have access, all the changes can be made. If a change is more complex, it can be requested to the supplier and the change will be made online at no cost.
- Depending on the size of the company
The size of your business can increase or decrease over time. This is why your PBX should be adaptable to it. When we contract the service of a conventional PBX, the size of the extensions that you will be able to have as maximum will be generally determined. Besides, it does not seem very logical to have a PBX with 15 extensions when the company only has 7 employees, or even worse, if the company has only 7 extensions having 15 available agents. With a WebRTC PBX, it is possible to scale by simply notifying the service provider and making a change in the contracted rate, either to increase or decrease the extension.
The decision to be able to cancel a PBX service at any time, without having to give explanations and without it being a problem, has been and will be one of the greatest wishes of any company. It is not usual to find this possibility when we contract a conventional PBX services. However, one of the great advantages of the WebRTC PBX service is this characteristic: no permanence is required when contracting.
In short, with the WebRTC virtual PBX service it is possible to combine the traditional features of a conventional PBX with new characteristics that provide added value and greater quality and efficiency of service, while also reducing the enterprise’s costs.