Sean Cho
December 22, 2022
•
7
min read
Small businesses used to struggle with expensive cloud-based pbx phone system setups. Only large corporations could afford the hardware and maintenance.
Not anymore.
Today, any business can set up a virtual business phone system in minutes. All you need is an internet connection. No costly equipment. No dedicated IT team.
Here's what a modern virtual PBX offers:
- Works like a traditional internal phone network—but fully cloud-based
- Connects remote teams through a single communication system
- Cuts costs without sacrificing call quality
- Scales as your business grows
In this guide, we’ll walk you through 34 essential questions to ask potential providers. So you can choose the right pbx phone system with confidence.
What is a virtual PBX?
A virtual PBX is a cloud communications solution that allows you to make and receive phone calls from your home, business, or any remote location. It works by delivering digital audio signals over the Internet through IP (Internet Protocol) rather than the conventional wire-based public switched telephone network (PSTN).
Detaching your business from wired networks means that your teams can make and receive calls from anywhere, regardless of their physical location. A virtual PBX works by routing inbound calls to teams, while simultaneously providing outbound calling functionality to enable agents to contact customers or other external parties.
Why use a virtual PBX solution?
More Efficient
- Replace multiple physical lines with one or two VoIP lines
- Streamline operations with cloud-based call management
- Lower overhead without sacrificing functionality
Digital-First Features
- Switch between voice and video calls on demand
- Share screens and files for real-time collaboration
- Record calls with automatic transcription
Cost-Effective
- No expensive hardware—no exchanges, gateways, or handsets
- Simple setup, ideal for small businesses and startups
- Pay for what you use, scale as you grow
Flexible and Remote-Ready
- Support hybrid and fully remote teams from one system
- Staff from anywhere without on-site travel
- Easily adjust capacity based on demand
Components of a virtual PBX
What should you look for in a business communications solution? A virtual PBX contains a set of crucial telecommunication components that allows you to establish and manage your own PBX on demand. Generally, most virtual PBX platforms contain the following main features and functionality:
- Contact centre software, such as CINNOX, manages the flow of incoming and outgoing calls and customer interactions.
- A distribution system or an automatic call distributor (ACD) that works to answer and distribute incoming calls based on rules such as the time.
- Call routing directs incoming calls that leave the queue, routing the calls to agents based on pre-defined rules such as time zone or language.
- Call recording turns voice conversations from telephone calls or conference calls into digital files that can be automatically converted into text.
- Centralised call control means the ability to manage calls, call routing, and reporting from a central workspace.
- User management is the ability to set user roles and permissions so that employees only see the information they need to carry out their job.
How to choose a cloud communications service
Now that you know what makes up a virtual PBX system, here are some tips on how to pick a cloud communications provider, including questions you should ask them when you are comparing features and capabilities.
1. Pick the features that you need
Businesses come in all shapes and sizes. And so does cloud communications software. Have a good hard think about what features and functions you really need to run your operations and grow your business. And don't be swayed by sales pitches or limited-time promotions that don't really benefit you in the long run.
To sort the hype from reality in business communications marketing, here are some questions you should be asking the solutions provider:
2. Find a plan at the right price
Next, after determining the features that you need, look at the price plans offered by the cloud communications provider. Remember, you enjoy the most savings when you commit to an annual plan that is billed monthly. Most providers charge a monthly fee per "seat" or per employee who will actually use the solution.
If you need something like IVR, for example, are you forced to upgrade to an expensive plan just to use it? Look at the fine print to see what is really included in each plan:
3. Make sure it is easy to use
It would be helpful if the cloud communications software had a free, no-obligation trial period to put the solution through its paces. You will no doubt be comparing a few solutions at the same time. By interacting with a real solution rather than a demo sandbox, you can quickly grasp if the virtual PBX is going to fulfil your needs.
Any cloud communications platform will need to complement your workflow. Think about these questions as you evaluate different virtual PBX solutions:
4. Built-in insights and analytics
How do you know how far you have come, and how do you get a clearer picture of what lies ahead? Any virtual PBX solution should have built-in analytics and insights to help you answer this question and more. Even better, future upgrades to the cloud platform should include the use of AI and machine learning to unlock your data!
To get clarity on this, ask the solutions provider the following questions:
5. Check the reliability of service
Does the cloud communications provider own or lease its network? A private network means quicker troubleshooting and reaction times if anything goes wrong. For uptime, 99.5% is more realistic than a claimed 100% uptime, which is unrealistic. Make certain that it is also guaranteed by a Service Level Agreement (SLA).
Assess the reputation and reliability of a solutions provider by asking these questions:
Start asking questions now
When it comes to shopping for a virtual PBX, small and medium-sized businesses are spoilt for options. Because of the low entry barriers, there are many business communications providers to choose from, but they are not all the same! Choose one that provides a free trial and is supported by a proven telephone and digital infrastructure.
.png)
