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February 15, 2022

Choosing a PBX Vendor: What to Look For

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The PBX vendor you select should be well-aligned with your business goals.

Choosing the right PBX vendor for your contact center can easily become overwhelming. The endless acronyms, features, price points, and technical jargon can begin to blend together, leaving business owners unsure of which direction to take. The PBX vendor you select should be well-aligned with your business goals to help you identify the most important resources to look out for. 

Before beginning the selection process, consider the plans you may have for your contact center after the next 6 months, year, and 5 years. Consider any expansion timelines your contact may be planning on if any. Get a clear outlook of where you want your contact center and agents to be in the future. Prioritizing upcoming goals can help you clearly see what features will matter the most in the long run during the PBX vendor selection process.

Since most contact centers share many basic functionalities and IT needs, an outline of features and services a PBX vendor should have to meet those needs can help contact centers make the right decision:

6 essential features of a PBX vendor

The PBX vendor you select should provide essential contact center phone features such as: 

  • Auto attendant
  • Call forwarding
  • Call routing by DID
  • Call transfer
  • Call parking/pick up 
  • Call recording
  • Call queuing 
  • Call reporting

Having an auto-attendant allows for efficient routing so that customers are sent to the right agents. Call forwarding, call routing by Direct Inward Dialing, queuing, and transfer capabilities are all necessary components for a contact center phone system. These features ensure that the most basic needs of a contact center are met and that the customer experience continues on a positive trajectory. 

High quality, reliable connectivity

The PBX vendor you choose must be able to provide consistently reliable and clear connectivity. Look for a vendor with high bandwidth and low latency that matches what your ISP can support. If your ISP cannot support your VoIP provider’s requirements, your agents could experience dropped and lagging calls. The more users a contact center has the more bandwidth is needed to ensure calls are of good quality. 

Scalability

As business demands grow, so do its phone systems. When expanding the contact center with an influx of new hires, having their phone setups working and ready to go is an important part of the process. If a PBX vendor doesn’t seem to provide many details about growth, ask for a brief description and timeline beforehand to know whether or not a possible delay could occur. LiveVox’s All-In-One PBX Solution offers expert consultation to help meet companies’ tight deadlines when they expand their contact centers. This removes unnecessary downtime that hinders agent productivity and reduces customer satisfaction.  

Fast implementation 

Contact centers are one of the most fast-paced work environments around. An interruption into a contact center’s workflows could result in a massive loss of money, time, and productivity, especially for contact centers open 24/7. Make sure that the PBX vendor you select is highly experienced in deploying setup. Find out what that timeline looks like and if it aligns with business needs. LiveVox offers rapid deployment thanks to its team of highly experienced engineers, and our consultants provide the correct guidance clients need to make the transition as smooth as possible. 

Compatibility 

Some PBX providers don’t provide flexibility when it comes to hardware, especially if their setup requires the use of their phone equipment to function. However, if you do not wish to replace your equipment, it is critical to double check that your current setup will work with the new system. LiveVox’s All-In-One PBX Solution is compatible with most hardware models and offers its own phone equipment as an option, which makes training and installation very simple.  

Remote flexibility 

Remote work options have become standard post-pandemic, so the PBX provider you choose should have remote capabilities. on-site PBX systems do not offer as much flexibility since the server and hardware are located on-premises, limiting from where agents may make and receive calls. A hosted PBX setup is a much better option since it allows agents to take calls anytime and from anywhere. The provider should also offer technical support for remote employees so that they can quickly fix any issues that arise for at-home agents. 

Voicemail

Having a voicemail setup is important; agents don’t have to worry about missing an inbound sale if their customers are able to leave messages for them. Not only does this enhance the agent experience, but it also provides convenience and reassurance for the customer who can expect a call back instead of having to explain their situation to someone else over and over again. 

If you choose to go with the on-site PBX vendor route, your contact center will need to have all necessary hardware on premises.

Choosing an on-site PBX and server 

If you choose to go with the on-site PBX vendor route, your contact center will need to have all necessary hardware on-premises. The on-site PBX is a catch-all term that includes not only the phone equipment needed but the server and wiring as well. The PBX connects all the phone lines within a company for internal communication and enables outbound and inbound calling. 

Since an on-site PBX lacks remote capabilities and can be much more costly over time, most contact centers prefer a hosted platform rather than expensive equipment on-premise. If your on-site PBX happens to experience technical problems, your contact center’s IT staff must be knowledgeable in PBX troubleshooting and repair. Otherwise, you risk excessive downtime waiting for a repair tech to reach you. 

A PBX system diagram 

Here is a diagram showing how a hosted PBX system works:

This is how a PBX vendor setup works.

LiveVox specializes in providing top-quality technology solutions to solve many of the similar issues that contact centers find themselves facing. Our team of expert consultants guide clients through the process of a hosted PBX implementation to ensure they realize the benefit of every feature and answer questions along the way. LiveVox keeps your bottom line a priority, and our clients know that their investment brings an improved customer experience and enhanced agent satisfaction.

Why do companies use PBX?

Companies use PBX for internal communication within a company and for making outbound and receiving inbound calls. A PBX is a cost-efficient solution for companies who primarily conduct business over the phone. A PBX also provides companies the ability to add an IVR system with self-serve options so that customers can perform routine account tasks themselves at any time instead of waiting to speak with an agent.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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