What is the best virtual switchboard for your company?
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Digitalizing your company’s communication is a smart way to spend less money and improve your customer experience.
Besides the rise of several new technologies that facilitate contact between customers and companies, a good and old phone call still can be one of the most effective ways to solve problems and do deals.
Most successful companies now use virtual switchboards to set up their communications and provide an excellent customer experience.
Many virtual telephone switchboard systems are available these days, and choosing the best one for your company can be a complex task.
This article has a comprehensive analysis of a virtual switchboard, the differences between a physical PBX and a Virtual PBX, or Cloud PBX, and see which is the best switchboard for your business.
What is a Virtual Switchboard?
A Virtual Switchboard, also known as a Virtual PBX, Cloud PBX or Hosted PBX, replaces the physical PBX hardware installed on-premise.
A virtual switchboard is a communication platform that allows you to make and route telephone calls via the internet using VoIP (Voice over Internet Protocol) and accessed through your internet browser.
VoIP uses your IP (Internet Protocol) to call the other party, whether this is another VoIP number or a traditional PSTN number.
A virtual switchboard needs a broadband internet connection. It provides an effective way to control both inbound and outbound calls. A virtual switchboard can automatically welcome callers, route calls, manage call queues, record voicemails, messages, and many more high-value business features that you would find in a traditional on-premise PBX.
Ultimately, the virtual switchboard replaces the need for voice engineers or specialist voice technicians to be on-site to program physical PBX hardware.
The evolution of telephone switchboards
Before the advent of virtual switchboards, telephony technology went through many innovations. Earlier versions of switchboards were created in the United States around 1878 and used as a security service and a telephone system. The system consisted of electrical cords used to establish call connections manually. People could not call directly to another phone number – they instead required the switchboard operator to connect every call manually.
Another operator had to “patch” the call when a call was received at the telephone exchange. Switchboards could be so large that they would fit floor to ceiling to allow operators to reach all lines in the exchange. Worried about the issues of manually routing calls to competitors, in 1889, they introduced the prototype of the automatic switchboard.
One of the most significant evolutions in terms of technology was the possibility of transferring signals over the internet instead of electric impulses. This factor allowed the digitalization of switchboards first introduced in the early 2000s. As cloud services and internet connections became more reliable, virtual switchboards started to gain traction. Thanks to their high flexibility, experts say that by 2025 the virtual switchboard will be the only switchboard technology available.
What are the types of switchboards?
There are two main types of switchboards currently available on the market.
On-premise PBX: This system utilizes physical hardware installed on-premise to establish and route calls. Not only is the physical hardware expensive, but skilled technicians are also required to program and maintain these. The cost of an on-premise PBX was justified as the system was typically used for ten or more years, and ROI could easily be justified. Today, on-premise PBXs are becoming outdated; however, some are available with IP-based technology to handle VoIP solutions. Some larger call centres still prefer an on-premise PBX.
Hosted PBX, Virtual PBX or Cloud PBX: Known by various names, these all provide the same functionality as the on-premise PBX but are completely software-based platforms. Most software-based PBX services allow users to configure individual lines and numbers through a browser interface. Some service providers, like 2talk, provide visual Switchboard features to simplify their use and ensure greater customer control. The hosted PBX will ultimately replace the on-premise PBX. This will happen, not only for its simplicity but also for the lower cost and continual improvement.
What are the benefits of virtual switchboards?
The primary benefit of the virtual switchboard is that there is no need for any physical exchange hardware to be installed on-site. Therefore, the cost of ownership is massively reduced, as are the ongoing maintenance costs.
Other keys benefits of the virtual switchboard include:
Affordability: Typically, your lines, numbers and calling costs are all-inclusive in your Hosted PBX. Some providers charge for individual features. However, with 2talk, all Cloud PBX features are included. Your entire communications solution is far cheaper than the overall cost of an on-premise PBX system.
Multi-device experience: Most service providers deliver their virtual switchboard as a web application or a browser-based solution. However, the devices connected to this to make and receive calls can be physical telephone hardware, softphone or desktop applications.
Easy and quick setup: Generally, VoIP solutions in the marketplace today work as plug and play, which is a plus for any business starting out. With a good Cloud PBX, you can set your phone system up in minutes – not days. So long as you have your connecting devices, e.g. telephones or softphones and are clear on your call flow, this is something you can do without being deeply technical.
Improves your team productivity and customer experience: Using a virtual switchboard makes it easy to direct your callers to team members using only the interactive voice server. The customer chooses what type of service he’s looking for via an interactive menu, and the system routes the call to the best-suited team member. This factor allows you to be more customer-centric because the person doesn’t have to talk with different people until finding the one who will effectively help his needs.
Differences between a virtual and a regular switchboard (ask for infographic)
If you’re still not convinced that virtual switchboards are the current standard for business communication, let’s compare both models and highlight the pros and cons.
Virtual Switchboard
PROS:
Monitoring the status of the calls
remote working
route calls effectively
plug and play solution
IA and machine learning
CONS:
It needs a high-quality internet connection.
On-Premise Physical Switchboard
PROS:
No internet connection is required (unless using hybrid VoIP).
CONS:
Obsolete technology and expensive to maintain
Requires a technician to program and update
Costly to set up and maintain
What is the best virtual switchboard for my company?
Your business needs a telephone line. Whilst there is a strong move towards messaging apps for business, you can’t beat a good customer conversation. And this means that you need a professional phone system even if you are a small business with only one number. A Cloud PBX utilizing VoIP for your calling will give you the features and functionality to make your business appear professional. And this is something that you can manage and set up yourself. When selecting the right provider for your Cloud PBX, list the specific features and functions you need.
How many employees do you have?
How many inbound/outbound calls per day?
Do you need an Auto Attendant to route your calls?
Do you need a Call Queue to hold your callers before routing the call?
What devices will you use, e.g. softphones or desktop phones?
Do you want voicemail to email?
Will your phone system scale as your business grows?
What is your budget?
Whatever system you choose, ensure this can be expanded and scaled for your growth. After all, you’re not in business to stay the same size forever. You may want to scale up (or down) at any time. And your phone system should enable you to do this easily.
The service provider you choose to provide the Virtual Switchboard should also have excellent customer support when required. Ensure you’re working with a reputable company with a stable brand. Also, look for a provider that continues to innovate and deliver new features and functionality that may help your business communications in the future.
Conclusion
We hope this helps provide some guidance into what the world of the Virtual Switchboard may look like for your business.
Our team is available to discuss plans with you, and once you’re on board, we can help step you through any of the functionality through an initial onboarding session. We’ll even help you set up your call flow! Compare the 2talk Cloud PBX and Virtual Switchboard features, all included with your monthly calling plan cost.
We look forward to seeing you again here at 2talk.
