A cloud PBX is a mobile telephone exchange that is much more than just the technology that connects your business phone calls. With a cloud-based PBX, your business gets one solution for all communications: from chat and telephony to conference calls and video.
A cloud exchange – more than just telephony
A cloud PBX or virtual PBX is a modern PBX that handles business telephony. Like the older versions, it is not physically tied to a fixed switchboard but includes all the telephony features of traditional physical switchboards, as well as a range of powerful digital communication tools, some of which are only possible thanks to the cloud.
Today’s cloud-based exchanges accommodate a wide range of communication services – from digital voice and video calls, conference groups, SMS, and voice and video messaging, to voicemail that transcribes all messages into email, and much, much more.
How does a cloud gearbox work?
A cloud-based PBX is based on software in the cloud. You can make and receive calls using Voice over IP (VoIP). It works just as if the switchboard was in your office (but you don’t have to make room for a physical switchboard).
The main advantage of a cloud PBX is the significant quality difference in the service itself. Your PBX provider continuously monitors, maintains and updates services in the cloud, ensuring that you always have access to the very latest technology and features.
Smart features in a cloud-based PBX
A good cloud PBX includes a range of smart features that make your workday easier and more efficient, and improve communication with customers.
Some smart features of a cloud switchboard:
- Status – set up profiles so that you always know when your colleagues are available and they in turn can see if you are at lunch or in the office for example.
- Voice and video calls – call colleagues or set up a video conference with customers.
- Instant messaging – strengthens internal collaboration as you can easily and quickly write to each other internally.
- Referrals – With your hands full at work, it’s hard to keep track of your phone. When there is a lot to do, it helps enormously if someone else can take calls. So simply transfer calls and put the caller on hold.
- Button selection & IVR – For those who run a hotel or café, IVR is great for setting up various smart button selections. By allowing the caller to choose between pressing 1 to book a table or 2 to book a hotel room, you and your customers save time and energy by allowing guests to easily reach the right person. Also, remember to record a nice welcome message to play when all lines are busy and no one can answer.
- Call recording – A hugely valuable feature for a support department is call recording. You simply record all calls which can then be used as documentation or as a training tool for new employees.
The 8 main benefits of a cloud switch
1. easily scale up and down
Physical telephone exchanges are, by definition, limited. Hosted and local platforms require you to invest in hardware and fixed infrastructure upfront. This leaves you with limited capacity, making it difficult to handle temporary peaks in demand. It is also difficult to scale up and down the number of users.
A cloud-based PBX instead relies on software in the cloud, where capacity is virtually unlimited. Your provider can therefore provide enough network capacity to ensure that there is always enough to go around. A modern cloud exchange with a license-based business model allows you to quickly reduce your expenses if your business needs to cut back on staff. In addition, you avoid the hardware costs associated with physical switches.
2. you save money
The flexible, scalable cloud exchange means you only need to pay for the exact capacity you need. You can easily acquire and terminate services for employees, and you pay in the form of licenses that can be easily terminated, frozen or moved between users.
In addition to avoiding massive lump sums for hardware or infrastructure, you will also lower your overall costs in general. Cloud-based providers can keep prices down, as they buy resources in bulk for considerably lower sums, and also maintain their platforms in a more cost-effective way.
3. easy to administer and user-friendly
A cloud PBX is easily customized to your needs, and because it’s virtual, you can make and receive calls just as if the PBX was physically located at your workplace – but without having to manage it yourself. Since a modern cloud PBX is built for self-service, you have full control at all times and can make the best use of statistics from the PBX.
4. constantly updated software – no maintenance required from you
You can rest easy knowing that your software is continuously updated. Updates appear on your system automatically, and you always have access to the latest and greatest version of the software.
5. Easy to integrate with other systems like CRM
A cloud PBX also makes it much easier to integrate your PBX services with other cloud-based applications you use. For example, you can connect the PBX to your calendar or integrate IP telephony, CRM and customer service with each other. A cloud PBX is simply a modern hub for communication and collaboration, giving your business a tangible competitive advantage.
6. it promotes internal collaboration and boosts productivity
With a virtual switchboard, your team will also be better equipped for internal collaboration and you will see higher productivity. With a range of features such as chat, video conferencing and integrations with other systems, working days will be both easier and more efficient.
The right choice of virtual switchboard makes it easy to manage your internal communications. Customize your availability, get easy access to colleagues’ contact details and chat with co-workers.
7. you offer better customer service
You get more satisfied customers! How can you do that? With smart referrals and interactive voice response (IVR), your customers get faster and better help, and go straight to the right person. And if there’s no one on site to take the call at the time, a good switchboard makes it easy to set up and activate the right IVR message to let them know what’s up.
8. facilitating teleworking
Because a cloud PBX is mobile, you and your employees can answer the phone and transfer calls, whether you’re traveling, working from home, or standing in the lunch line. In other words, a virtual PBX makes it easy to work remotely from home or on the go. A cloud PBX gives you freedom, as all PBX functions are available on your mobile. You can change your opening hours, adjust your availability and forward calls. It simplifies your workday wherever you are – be it from your home office or on the train.
Executive summary
A cloud PBX is something businesses of all sizes need today. You can work more flexibly and efficiently, improve the customer experience and can use lots of smart features to boost your business. You also get full control over your telephony. You decide which number to display when you call someone and which number(s) you can be reached on. And if you’re away on business, you can pre-set which calls you want to take and which calls are forwarded to a colleague. The possibilities are virtually endless.
