BLOG » Call Center Software vs PBX
Telephone extension directory for employees
On-hold music or custom messages (while callers wait)
Voicemail box of an employee or department
Call Transfer and Conference Calling
Automated call distribution (ACD)
Call recording and quality monitoring
Contact history database
Real-time, historical & custom reporting
Text-to-speech & speech recognition
Firstly, you must ensure that you have a dedicated space for the hardware system to be installed.
Secondly, you will need to purchase consoles or switchboards to manage incoming calls.
Thirdly, you will need to acquire a telephone set for every user, which can add up to a considerable cost and may take several days or even a month to complete, depending on your provider.
Call center software is a better solution than a PBX system for several reasons, such as that it operates in the cloud and eliminates the need for bulky hardware, resulting in cost savings. Call center software enables businesses to operate virtually and work from anywhere. Leveraging the software's advanced features to achieve a wider range of metrics than a PBX solution results in improved productivity and exceptional customer support.
Traditionally, PBX was a hardware-based solution that had to be installed and maintained on-premises, which incurred a significant upfront cost and required constant upkeep. However, with the advent of technology, communication tools have evolved to offer more advanced solutions such as hosted or cloud-based PBX solutions.
A traditional PBX system generally handles and directs inbound calls within an organization, while a contact center is an omnichannel communication system that manages customer interactions across various channels like phone, email, chat, and social media. The primary distinction between the two is that PBX deals with internal communication, whereas a contact center caters to external communication and customer service.
Currently, many businesses are transitioning from traditional PBX to cloud-based PBX solutions due to outdated technology, limited features, and the high upfront costs associated with the former. However, some businesses may still opt to use traditional PBX systems, either because they have invested a considerable amount of money in the hardware or, in rare cases, because their business model necessitates the use of such systems.