Business Phone Systems

How to select the best Virtual PBX

Enreach 24/05/2016
Clock icon 3 min

More and more small, medium and large companies opt for a virtual PBX as the optimal solution for their corporate telephony, for the flexibility and enormous savings of time and costs that they offer. However, not all virtual PBX models offer the same guarantees or adapt to the particular needs of each company.

These are the 7 main criteria that should be taken into account when comparing and selecting the best virtual PBX for a company:

1. Advanced Features

An advanced PBX must include high added value functionalities, from intelligent routing systems that route each incoming call to the best possible destination based on different criteria (geographical, date and time, or origin of the call) to virtual assistants with voice recognition that act as receptionist. Both advanced functionalities imply a very high degree of optimization of resources, both in terms of time and economic, that can be oriented towards tasks that bring greater value to the company.

2. Mobile or ‘always connected’ approach

Recent studies say that mobility favors employee satisfaction, commitment and productivity. The best virtual switchboard should provide solutions focused on facilitating this labor mobility, both through BYOD solutions (Bring Your Own Device), making it easier for employees to make use of their own devices (computer, smartphone or tablet) within Of their workspaces, such as the integration of technologies such as WebRTC (Web Real-Time Communication), which convert the browser from a laptop or tablet into an advanced digital phone and fully integrated into the system. Both solutions allow the worker to use their telephone extension wherever they are, with total security and without assuming additional costs.

3. Analysis tools

The best virtual PBX should integrate modules that facilitate the rapid and complete analysis of all its activity (expenditure and number of calls per line, by location, by extension), at any time and without waiting, providing information of great value for Budgetary control and for the optimization of resources.

4. Ease of use

Or what is the same, that the control unit is easy to handle through an intuitive interface and adapted to the company’s infrastructure. This, in turn, will not require the intervention of third parties or their initial configuration, nor to add new functions and / or capabilities, which saves time and money.

5. Integration

The company’s communications system should be able to understand to perfection with the rest of technological solutions implanted in the company such as Contact Centers, CRMs or ERPs, all thanks to the APIs for integrators or through personalized services offered by the supplier itself.

6. Quality and security of IP telephony

IP telephony calls, when transported generally over the Internet, require mechanisms that ensure the privacy of communications. Currently there are encryption methods that offer a high level of security. These mechanisms, originated in the Web world, aim to ensure that, in case of unwanted access to the communications, it is not possible to know the content of the communications: neither who is calling nor who is listening to the audio of the calls. It is essential to select a provider capable of offering call encryption as a guarantee of protection.

7. Supplier guarantees

The guarantees offered by the supplier of the switchboard are as or more important than their own functionalities, since being a structural system, a company will end up marrying? With a telecommunications provider. If the supplier of the virtual PBX is a telecommunications operator authorized by the CNMC (National Commission of Markets and Competition) and not a telephony reseller, it can ensure the best guarantee of its service and support, and offer by contract an SLA (Service Level Agreement) equal to or greater than 99.9%.

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