Communication is the backbone of any organization, and even though AI agents, self-service and chats has become increasingly popular, one cannot overlook the importance of a great telephony system. And when selecting this crucial part of your communication scheme, one of the first decisions you need to make is if you want to invest in a fixed landline system or in a cloud telephony solution. In other words, should you go with a traditional PXB, or something more modern?
Both these options have their strengths and drawbacks, so we thought we would go through them in this blog, explaining in short, the pieces you would need to consider.
The PBX, short for Private Branch Extension, has been around since the dinosaurs. Well, maybe not, but it definitely feels like is. This is a tried and tested solution. A reliable, wired connection that has been a staple in businesses and homes for decades.
For one, it is very reliable. Even if your internet fails, your phone lines remain operational. You also get a good call quality. Clear and consistent, free from the interruptions that can sometimes occur with internet-based calls. And it is a fairly uncomplicated choice, it is straight forward, nothing too technical or fancy.
I would say that its biggest downside is that it is not scalable. Expanding a fixed landline system is usually costly and time consuming, requiring additional physical infrastructure and a visit from the vendor to actually install said infrastructure. There can also be some maintenance, usually not much but often times expensive and again, time consuming. It is also not very flexible, for example when moving an office, the whole setup needs to be moved too.
When it comes to innovation and integration, a fixed solution is rarely what you are looking for. You often have limited options of what other services you can integrate, which hinders you from streamlining your operations. And the fixed PBX services have been obsoleted in many regions, making innovation really scares.
Cloud telephony can sound scary and technical but trust me, it’s not. It uses your internet connection to transmit calls, instead of physical copper wires in your office, offering a host of modern features and conveniences that aren’t possible with traditional landlines.
First of all, it is scalable to infinity. In theory, you can add or remove users, ACD groups, phone numbers as you need, as long as it fits into the agreement with the vendor. Often times, users-friendly self-service portals are provided so you can do this at your leisure. A cloud solution is many times a very cost-effective choice with no need for expensive on-site hardware and a subscription basis.
With a cloud solution, you will get true flexibility for you and your staff. Because it runs on the internet you can access your phone system from around the world, making this option ideal for a remote or hybrid workforce. It also comes with many advanced features for the companies that want to take their customer care to the next level. Get your voicemail to your email, get great real-time and historic call analytics, create automated attendants, use easy-to-use interfaces directly in your computer. The list can be quite long for many cloud telephony providers, when it comes to cool features you can get. And it is being continually improved as well, to keep up with market demands.
A cloud office phone solution can also be integrated to other systems, like Microsoft Teams for example. Often this is something that is very easy to do because many vendors already have the integrations, ready to take down from the shelf. And even new integrations are often possible, if there is a good business case for it.
Well, nothing is a hundred precent perfect, I guess. It is internet dependent and relies on a stable internet connection. Poor connectivity can affect call quality or even dropped calls at some times. This has become less of an issue lately though, because of how most regions are investing heavily on fast and stable internet delivery. Also, as with anything connected to the internet, cloud telephony can be vulnerable to cyber threats. Here it is important to select a vendor that takes robust security measures.
Security: As with any internet-connected system, cloud telephony can be vulnerable to cyber threats. Choosing a provider with robust security measures is essential.
The decision between landline and cloud telephony ultimately comes down to your business's specific needs. If reliability and simplicity are your top priorities, and you don’t anticipate changes in your telephony needs, a fixed landline system might be a good choice. However, if you value flexibility, scalability, and access to advanced features, cloud telephony could be the better option.
The key is to choose a telephony system that aligns with your business goals and supports your communication needs, both now and in the future. Evaluate your options carefully, and don’t hesitate to seek expert advice to ensure you make the best decision for your business.