As a 3CX partner we can build, provide and support your phone system from start to finish.
3CX Phone solutions offer a wealth of features with integration into Microsoft Teams, its own built in video calling features and more.
What is a Virtual PBX?
A virtual PBX is a business phone system that uses IP (Internet Protocol) communications. Unlike a traditional phone service, no on-premise phone lines or hardware is required. Virtual PBX solutions can be hosted by the service provider, or deployed in a cloud service.
A PBX (Private Branch Exchange) is a phone system that allows a business to make internal calls. An IP PBX is a server-based PBX that connects various VOIP / SIP phones. Rather than using the hardware and phone wiring of a traditional PBX system, it connects the phone system over a LAN (Local Area Network) or an Internet connection.
In simple terms, a virtual PBX system is an IP PBX hosted in the cloud (i.e. a server accessed via the internet) rather than an on-premise server.
What are the benefits of virtual PBXs?
A virtual phone system offers many of the same benefits and advanced features as an IP PBX:
- Software-based – A virtual PBX system uses existing LANs or the Internet. This means business owners do not need to maintain separate phone system infrastructure.
- Connect over the internet – Since phones connect to the PBX phone system over the internet, it’s easier to bridge multiple or remote offices.
- Greater variety of phones – In addition to desktop SIP / VoIP phones, businesses can make phone calls on softphones or web phones. Full mobile apps allow users to transform a mobile phone into a full-featured business communications tool.
- No server maintenance – Using a hosted PBX removes the need for maintaining on-premise servers. This is often an attractive choice for small businesses and hotel phone systems that do not have existing servers and wish to avoid maintenance fees.
- Choice of cloud services – Users can choose a cloud service offering the most competitive pricing.
- Scalability – It is easy to increase and decrease cloud services as needs change.
How has virtual PBX software evolved?
Today virtual phone systems have advanced even further, and instead of merely offering a solution to make and receive calls, you’re now likely to hear about “unified communications” or “UCaaS platforms”. The distinction is that, unlike PBX phone systems, unified communications platforms enable you to interact across more channels, such as SMS/MMS messaging, video conference calls, WhatsApp and social media messaging.
A hosted PBX solution also facilitates features such as:
- Auto attendant – An auto-attendant or interactive voice response (IVR) is a customer-friendly and cost-effective addition to your phone system. By automating and streamlining the incoming call process and routing incoming callers to the appropriate staff or department, it takes the position of a human operator. When a live operator is not available during regular business hours, it can also help with incoming calls.
- Call queues – Call queuing enables call center staff to efficiently handle high call volumes. Queuing puts your callers into a queue to be connected to an agent when one becomes available if you receive more inbound calls than you have available agents.
- Call forwarding – Busy and can’t take a call? With call forwarding you can route your calls to go to your mobile or to another colleague. The ‘Call Forwarding’ feature in 3CX, allows you to specify where incoming calls should be forwarded based on your present status. For example if you are in a meeting and your status is set to ‘Do Not Disturb (DND)’, you can set up a forwarding rule to automatically direct all incoming calls to your voicemail.
- Call recording – Even with a robust set of unified communications features, it’s important to also integrate customer service features such as call recording. By recording calls a supervisor can efficiently audit and manage the quality of customer service. This is essential during agent training to assess the call quality as well as to save pertinent information such as verbal agreements relayed over a call.
Why choose 3CX for your virtual PBX?
3CX provides the benefits of a virtual PBX service at their best:
- Pricing – Businesses switching to 3CX have saved up to 80% through flat-fee annual pricing based on simultaneous calls.
- Flexibility – 3CX works with most common VoIP / SIP phones and most SIP trunks, without locking business into specific service providers.
- Integration – 3CX integrates seamlessly with common CRMs, as well as business text, Facebook messaging and WhatsApp. With a built-in video conferencing and website live chat, 3CX unifies all business communications in a single platform.
- Hosting – In addition to hosting with a cloud provider, businesses can choose 3CX’s hosting option. This provides a highly cost-effective and low-maintenance option.
Contact us today for more information on these solutions.