VoIP PBX is a term used to describe a cloud-based phone network system that call centers typically employ to perform inbound and outbound calling. VoIP, which stands for Voice Over Internet Protocol, allows users to make phone calls over the Internet. A PBX is an acronym for a Private Branch Exchange. A private branch exchange describes a phone network setup within a business or organization. Also known as cloud phone systems, a VoIP PBX setup is an alternative to on-site PBX phone networks, which can be costly to install and maintain. They require servers and other hardware on the premises. Using a cloud-based phone network only requires VoIP-enabled phones and a monthly subscription payment to a VoIP provider. These networks, hosted on the cloud, provide all and even more of the traditional features found in a physical set up. These include voicemail, caller ID, call recording, IVR, and more.
VoIP PBX networks are much easier and less expensive to install than hard-wired phone systems. They are also ideal for remote work settings. Agents can work from anywhere with a reliable Internet connection. Expanding and scaling a call center is fast and simple with a VoIP PBX. Call centers can add lines through their own business account online portal. When call centers with a hard-wired PBX setup decide to expand and hire more agents, either a dedicated IT employee or outside contractor must be arranged to make the changes. It may also require additional hardware. This is why many call centers opt for VoIP PBX phone networks. If troubleshooting is required, call center management can reach out to the VoIP provider who can usually correct the problem over the phone, minimizing the loss of productivity.
More VoIP and PBX for Call and Contact Centers
Cloud-Based Virtual PBX System for Call & Contact Centers | LiveVox
A cloud-based VoIP phone service that seamlessly connects storefronts and the back office with the contact center.
PBX vs. VoIP: What’s the difference and Which is Better? (livevox.com)
One of the most notable differences between PBX and VoIP is the way they are able to provide service and how phone calls are received. A traditional PBX system is connected to a local Public Switched Telephone Network (PTSN) through a landline. Legacy systems used copper wires to establish the landlines and offered a limited number of lines, although there were still plenty of lines available so it wasn’t usually a problem.
What’s the Difference Between On-prem and Cloud PBX? – LiveVox
- A cloud PBX system, also referred to as a hosted or virtual PBX, is a phone system that is located on the cloud. Cloud PBX systems don’t require equipment on-site except for VoIP phones, unless a company opts to use softphones.
- An on-premise PBX system is a closed-off network of phones within a business that has all equipment on-site. All wiring and hardware, such as the PBX server, are located within the company building.
Several key differences exist between the two setups. Here we will take an in-depth look at the main differences and how those factors impact the overall functioning of the PBX system.
