Growing small businesses often consider how their customer service representatives communicate with customers. Startups eventually expand and, as they do, telecommunications become more critical. With more phone lines and more phone calls, Private Branch Exchange (PBX) phone systems are becoming a necessity for organizations of all sizes. In this article, we take a look at the best PBX phone systems in 2022.
PBX systems allow for outgoing and incoming calls both internally and externally. Internally, each employee has a connected phone with extensions, call monitoring, call recording, call transferring, call holding, call blocking, call logging, call queues, music on hold, teleconferencing, and more advanced features.
PBX solutions have grown significantly in the last two decades. But what exactly are PBX phone systems? And what PBX phone service is the right business solution? Read on to learn more about the innovative service below, and to discover the 4 best PBX phone systems in 2022.
Table of Contents
What is a PBX Phone System?
Private Branch Exchange (PBX) phone systems are private, multiline, and unified communications systems. Therefore, all communications within the PBX system remain contained securely in an organization. However, they can route external calls to the correct department through extensions.
How does it work?
Telecommunications began with service providers bringing a two-wired line into a business. This line would connect a local telephone to the service provider. Initially, there was a manual switch to connect callers to receivers, known as the Plain Old Telephone System (POTS). POTS has remained the same for approximately 140 years.
It is reliable, simple, and doesn’t go out when the internet does. Instead of having manual switchboards, calls reach the appropriate person through the Publicly Switched Telephone Network (PTSN). PTSN connects different service providers. This connection makes calls between service providers possible.
Suppose every employee needs a phone in your company. Unfortunately, running multiple POTS lines into a business is an expensive solution that doesn’t allow for the full connection of the separate lines.
PBX allows for internal phone systems. Using fewer external lines, companies can provide everyone with a phone. PBX solutions do not send dialing information to an external Publicly Switched Telephone Network.
Instead, PBX technology shares dialing information on an internal network. So, this allows for as many extensions as the internal network can support. In addition, all these extensions can share the external lines to call externally. As a result, this allows for unlimited internal and external communications.
Today, having on-premise PBX servers to run your telephones is a considerable expense. The expenses are high for equipment, storage, maintenance, and IT specialists. Voice over IP allows for IP PBX solutions. PBX phone systems connect to the internet through a process called SIP trunking.
Session Initiation Protocol (SIP) allows companies to run phone systems over the internet. Instead of traditional telephone lines. IP phones have allowed for the development of advanced integrated technologies. For example, PBX systems can now connect directly with customer relationship management (CRM) software.
What is the difference between PBX and VoIP?
VoIP is the technology that allows for voice and telecommunications to go through the internet. VoIP systems make telecommunication more accessible. It replaces the need for traditional telephone lines.
PBX systems are the business network of telephones. On a basic level, PBX provides voicemail, call routing, call management systems, and multiple inbound and outbound lines. In addition, PBX can now include text messaging and other instant messaging options.
VoIP technologies combined with PBX technologies have allowed for more innovative solutions such as direct integrations to customer relationship management (CRM) software. Read on to discover more about the best PBX phone systems available in 2022.
How many types of PBX are there?
There are four types of PBX solutions. Below you can find detailed information on each kind.
Analog PBX Phone System
This is the classic PBX solution and has been around for decades. It connects to the Plain Old Telephone Service (POTS) using the publicly switched telephone network. The analog system will give you all the basic functionality of PBX solutions.
Unfortunately, having existed from before the internet, analog has no modern-day functions.
It cannot handle emails, voice to email, CRM connections, or remote work capabilities. However, it is an entirely independent and self-contained system. As a result, this provides more security and reliability if the internet goes out. Keep in mind, businesses will require on-site support and telephone lines constantly created with this system.
Note that analog options are not included in the list of the 4 best PBX phone systems 2022, as all of the options below supersede this technology.
VoIP PBX System
VoIP PBX systems have all the functions of traditional PBX systems and internet connectivity. However, using existing internet lines, VoIP is a much more cost-effective option. All you need is a computer, internet, and a phone. In addition, you have more options regarding which devices you use. VoIP also allows for work-from-anywhere possibilities.
On-Premises PBX Systems
On-premises PBX systems are internally hosted systems. All servers, IT, data, and responsibility for maintenance lie within the company. On-premises PBX systems are still connected to the internet via VoIP while boasting all the integration of VoIP PBX systems.
Additionally, they are more secure systems. None of your data is going out to a third party. If you are dealing with sensitive information, this may be your best solution. However, it is the most expensive option.
Plus, it requires internal employees to maintain the servers and any issues that come up. With the ongoing cost of having on-premise servers, there are also up-front costs. While servers are expensive, this option keeps you safe from the rising fees of third parties.
Hosted PBX Systems
Hosted PBX Systems are also called cloud PBX systems. Using IP technology, this option is the most cost-effective, with no onsite equipment or servers. As such, the hosting company handles IT through outsourcing. To use this system, you need internet access and physical phones, but nothing else.
Benefits of a PBX System
PBX systems are cost-effective. They are scalable, connect to wired and wireless phones, and offer integrated experiences with computer software. Customer support and sales teams benefit significantly from well-integrated PBX systems.
Which Best PBX Phone System 2022 Is Right for Your Business?
Figuring out the right business telephone system for your company depends on the size and expected growth. If you are a smaller company, analog systems may be the reliable choice for you. However, in today’s changing world, internet-connected phones allow for more. VoIP PBX systems both hosted and on-premise allow for versatility.
Whether you select a hosted service or an on-premises system depends on budget. Hosted services are more affordable and require less internal IT costs. However, it may be necessary to have an on-premises system if you are dealing with sensitive information.
Some clients, like international government organizations, may have on-premises systems requirements for security reasons.
The 4 Best PBX Phone Systems in 2022 for Small Businesses
Below are the top modern PBX systems. They are more cost-effective than legacy office phone systems. They are also more versatile.
FastCall
What it does
FastCall is a VoIP-based software for Salesforce. It works seamlessly with Salesforce. Optimized inbound and outbound calling is a great feature of the system. This PBX phone solution allows you to have SMS conversations and video calls, share your screen, transcribe voice, and access real-time data.
Easy to use, all functions exist in one platform. Furthermore, it is all accessible from a desktop or laptop.
Best for
FastCall is best for companies using Salesforce as their customer relationship management (CRM) software. When combined, they offer seamless integration. Companies looking for a wholly integrated PBX and CRM solution can benefit from this combination.
Business customer success teams would benefit significantly from this product. It is also a complete solution for small businesses seeking all their needs met in one product.
Pros
- Excellent support when needed
- Easy to set up, use, and learn
- Fully integrated with Salesforce (CRM software)
Worldwide service
Cons
- History of 2-3 second call lag times
Pricing
- As low as $30 per month, per user
- Lower rates for non-profits
RingCentral
What it does
RingCentral is a VoIP based PBX solution. It brings messaging, voice, and video calls into one desktop browser. It offers all-inclusive pricing. It is simple to use and set up. It allows work from anywhere capabilities.
Best for
RingCentral is best for companies looking for internal communication solutions. This PBX system is well managed and suitable for small businesses and larger enterprises. Video communications are a massive success with this solution.
Pros
- Easy to install and use
- Good customer support
- Good Salesforce integration
Cons
- “Hit-and-Miss” call quality
- Poor international customer support
Pricing
- Prices are lower depending on the number of users
- Four different service plans: Essentials, Standard, Premium, and Ultimate
- Essentials plans: $24.99 – $34.99 per month, per user
- Ultimate plans: $47.99 – $64.99 per month, per user
Nextiva
What it does
Nextiva combines all customer communications into a single platform. Email, text, video, phone, and live messages all become available. Team members can connect online with each other and include customers. This VoIP-based PBX system removes “busy-work” and optimizes customer service performance.
Best for
Nextiva offers a wide range of services. They are customizable for small businesses and large enterprises. Although, they seemingly have a focus on large enterprises, as they offer significant discounts to more prominent companies.
Pros
- Customizable solutions and products
- Offer inhouse CRM support
- A large company with many services
- Human support, no bots
Cons
- Not Salesforce specific
- Serving too many solutions
Pricing
- Prices are lower depending on the number of users
- Four different service plans: Essential, Professional, Enterprise, and Ultimate
- Essential plans: $17.95 – $23.95 per month, per user
- Ultimate plans: $52.95 – $67.95 per month, per user
Avaya, Fujitsu, Cisco, and Windstream are the top legacy PBX systems. They dominated the communication market for decades with high-tech physical phones. In a modern world, the need for a physical phone is becoming redundant. However, here are details on one of these legacy PBX solutions.
Avaya
What it does
Avaya offers cloud and physical PBX solutions. They have a history of providing quality services. They remain relevant with fully integrated online solutions. With Avaya cloud office, you can connect with team members. Their product manages incoming and outgoing calls.
Best for
Avaya is best for large enterprises. They have a history of creating PBX solutions, so their reliability makes them a safe choice. Of course, they make advanced handset telephones to integrate into computer systems.
Pros
- Many solutions, products, and services
- High-tech physical phones
Cons
- Huge company, not personal service
- Service offerings can be confusing
Pricing
- Prices are lower depending on the number of users
- Four different service plans: Essential, Standard, Premium, and Ultimate
- Essentials plans: $24.99 – $34.99 per month, per user
- Ultimate plans: $47.99- $64.99 per month, per user
Do You Need a PBX System?
Whether you’ve been in business for some time or you’re just starting, you are probably dealing with customers over the phone and online. The best PBX phone systems 2022 can help streamline your communications.
With more of us working from home, simple software is essential. A good PBX solution should simplify your employee’s workflow. The right PBX will improve employee and customer experiences. FastCall is a low-cost, low equipment PBX solution for you. Native to Salesforce, it has seamless integration. If you are looking for both CRM and PBX solutions, this combination will put your company ahead.
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