The Modern PBX: Flexible, Manageable, Affordable
A Customer Center entry from January 4, 2008
by Mae Kowalke - TMCnet Associate Editor for Channels
If your company’s phone system no longer cuts it, maybe it’s time to consider upgrading to an IP-based PBX. If it’s been a while since you have looked at PBX options, you’ll probably be very surprised how much has changed. ‘PBX’ used to refer to a proprietary, complex, hardware-centric system. No longer.
Today’s PBX is standards-based, simple to set up and use, and is software-centric. Companies are finding that the changes afoot with PBX products are definitely a welcome change. Especially for small businesses, modern PBX solutions are more approachable and more affordable than ever before.
When picking a new PBX, you’ll likely have a list of criteria that the solution must meet. For example, in order to have the PBX integrate with your other office systems, you may need a PBX that’s based on a platform other than Windows (Linux, for example). You also likely will want a PBX that works with standard phones from vendors like Cisco and Polycom.
The two PBX aspects just discussed likely brings to mind the word “flexible.” That’s an apt description for today’s PBX. Many PBX solutions offer the type of flexibility small businesses need but in the past found lacking. An example is a flexible pricing system for the PBX that lets you add new extensions or call queues for the same low rate. You also should be able to find a PBX that offers unlimited IVRs.
What about management of the modern PBX? Here, too, small businesses likely will be surprised how much PBX solutions have changed. Today’s PBX features a Web-based, graphical interface. This PBX interface can be used by your company’s existing IT staff to perform routine PBX tasks like modifying queues or adding extensions. Today’s PBX does not require a special technician to manage it.
Most PBX vendors are happy to provide a demo of their solution so you can try it out for yourself. In this final step of PBX selection, once you’ve created a shortlist, the quality of customer service may prove to be the deciding factor. In choosing a PBX, you want to work with a vendor that will work with you.
If you’re in the initial stages of preparing to look at modern PBX solutions, prepare for a pleasant surprise. A lot has changed since the old days of hardware-based PBX systems. Today’s PBX is flexible, manageable, and affordable.
-----
Mae Kowalke previously wrote for Cleveland Magazine in Ohio and The Burlington Free Press in Vermont. To see more of her articles please visit Mae Kowalke’s columnist page.
— January 4, 2008
