The basics of private branch exchange (PBX) are clear to anyone who has ever called a doctor's office: You get a receptionist, a recording, or a chance to search for your contact by name, and perhaps leave a voicemail.
While not complex nor tremendously expensive, a virtual PBX system is hardware and virtual PBX software that must be bought, installed, serviced and, eventually, replaced. If your office is small (under 100) or has a load of telecommuters, part-timers or just busy, mobile sales people, a virtual PBX service might be a good choice. Lose the hardware, and only rent the virtual PBX software side online, over the Web using VoIP PBX or hosted PBX.
In guide, the basics of virtual PBX systems are covered, including:
1. Basic virtual PBX service
2. Comparing virtual PBX with standard PBX service
3. Buying hosted PBX and VoIP PBX
4. Small business PBX options
Action Steps
The best contacts and resources to help you get it done
Start off slow with basic virtual PBX service features
The world of telecom acronyms can be pretty jarring. If what you want is a receptionist and voicemail, small business PBX can be cheaper and easier to buy than fully-blown virtual PBX system or hosted PBX.
I recommend: Take a look at virtual PBX software offerings along this line from vendors like
eVoiceReceptionist,
WorkEasy,
Onebox and
American Voicemail.
Complete virtual PBX systems are plenty and plenty competitive
If you've priced a fully blown small business PBX system, take your bid and stack it up against virtual PBX software for a good comparison.
I recommend: RingCentral,
VirtualPBX,
GotVmail,
Freedom800, and
VoiceNation can get you going on small business PBX for as little as $10 a month, depending on how many services you add to the basic virtual PBX software package. See more choices at the Business.com directory on hosted PBX and
virtual PBX service.
Hosted PBX can bring a load of advantages besides cost
Because it relies on your Internet connection to work, hosted PBX can put your phone calls into an integrated, always-on world. Track people down, have clients find you, assign numbers on the fly. The sky is (nearly) the limit, and even big vendors have small business PBX packages.
I recommend: Some of the larger, business-class providers of virtual PBX include
Avaya,
Nortel Networks and
Cisco Systems.
Cut costs dramatically using VoIP PBX
Voice over Internet Protocol (VoIP) uses the Internet to route your business calls, a very cheap alternative to traditional phone lines for small business PBX. Given that the calls are already coming through a server, it's possible to add virtual PBX features over the Web using virtual PBX software.
I recommend: Give the predictability of Web calling costs, some providers have move to billing virtual PBX service flat, simplifying the business decision. For more on VoIP PBX, take a look at
Palavon,
Aptela, and
Broadcore.
Small business PBX for the very small business
Some providers have structured their offerings around not just small business PBX but even single users. This flavor of small business PBX is good for independent contractors, real estate professionals and consultants, these plans have simplified Web interfaces, much like VoIP PBX, charge for a set number minutes, much like cell phone plans.
I recommend: Some companies in this space includ
ifbyphone and
ConnectMeVoice,
Tips & Tactics
Helpful advice for making the most of this Guide
- Virtual PBX service, once operational, can make it easier still to use popular customer relationship manager (CRM) software. If you have bought or are looking at CRM systems in addition to your virtual PBX software, ask your vendor about small business PBX integration.
- Hosted PBX systems increasingly can see phone numbers for what they are: numbers. If half your sales force is on cellular phones, they can be included in the small business PBX directory. Some allow programming that rings office phones during business hours, then cellular phones after hours.
- Avoid signing contracts. Most virtual PBX systems will let you go month to month on a small business PBX plan (although some may charge more for that) on the expectation that either comfort, or sloth, will keep you on board. Try before you buy, in any case.
The official source of Virtual PBX is the Virtual PBX page at Business.com
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