Best PBX Business Phone Systems

Virtual private branch exchange (PBX) services support multiple lines and route calls to on-site and remote employees. Voice over internet protocol (VoIP) is a sensible solution for companies prioritizing flexibility. The best PBX business phone systems reduce call wait times and improve team collaboration. We reviewed the best business phone systems to compare their features and pricing. Our best picks are based on ease of use, call management tools and more.

PBX phone services range from $15 to $45.95 monthly per line. Each phone line supports multiple inbound and outgoing calls. Some VoIP providers, including RingCentral, offer shared lines. These let businesses use one phone number on several devices, and any employee can pick up calls. Otherwise, any staff member who requires a phone number and a softphone application for their desktop or mobile device needs a license.

Most vendors offer discounts for annual billing, allowing companies to save up to 33 percent off the monthly costs. Nextiva provides a bit more flexibility. Organizations can reduce their rates by signing 12-, 24- or 36-month contracts. To get the lowest fees, you can prepay for three years. On top of billing discounts, PBX providers may decrease costs based on the number of licenses purchased.

Implementation fees are rare. Still, business owners should clarify the terms and review the agreement before switching to a cloud-based PBX system. No on-site hardware is required. However, companies may need analog telephone adapters for standard office phones or want VoIP devices, like headsets or desk phones.

Entrepreneurs can personalize their PBX services with various add-ons, from international phone numbers to high-volume SMS packages. Other expansion options include advanced call analytics, webinar and room connector licenses and call center capabilities.

PBX platforms and services provide versatility, offering flexible call routing and communications options. Everything is accessible through online portals and apps.

Auto attendant

An auto attendant is your company’s virtual receptionist. It greets callers and offers menu options, like press one for sales. The best PBX business phone systems provide single and multilevel auto attendants.

Ring groups

When calls come in, the service will ring an individual’s devices or your ring group. PBX system administrators establish ring groups by placing employees into the category and deciding if they want lines to ring simultaneously or sequentially. Some vendors allow staff members to be in multiple ring groups.

Voicemail

You may have company and individual voicemail boxes depending on your PBX phone setup. Each option supports custom greetings and settings. Vendors increasingly offer visual voicemail, which displays a list of messages from desktop or mobile devices. Some also have voicemail transcription and voicemail-to-email or voicemail-to-text.

Conferencing

Modern PBX solutions have native audio and video tools. Participant and time limits vary by vendor and subscription. Most include team and one-on-one chat, virtual backgrounds and moderator features.

Call management

Cloud-based PBX platforms provide online portals for managing call flows and business hours. Most provide user-friendly dial plan editors to map out routing options and set up call forwarding rules. Advanced plans may allow custom configurations for multilevel auto attendants with call queues, two or more locations and overflow coverage solutions.

Desktop and mobile apps

Business softphone apps turn any device into part of your PBX phone system. Most vendors offer desktop, iOS, Android and web-based applications. Functionality may differ between platforms, so it’s vital to review specifications to ensure each team member can access essential tools.

Integrations

Many internet-based services connect to your business contact and calendar databases. However, higher-tier subscriptions usually integrate with CRMs and project management platforms. These sync information between the two systems and let employees make and receive calls from third-party tools, reducing app switching and increasing staff productivity.

Call Analytics

PBX vendors provide call logs as a standard feature with all plans. However, the best services go beyond the basics by offering data visualization tools and speech analytics add-ons. Aside from measuring call volumes, reporting features show key performance indicators like missed calls by users and call duration.

The right PBX system should be easy to deploy and provide the support your team needs. However, prices and features vary by PBX phone service, and comparing services is challenging. Follow these steps to select the best platform for your company.

1. Evaluate your company’s objectives and budget.

Understanding your business challenges and goals will help you get the most out of your budget and phone system. After all, there’s no point in paying for sophisticated collaboration features if you only employ frontline staff that communicate mainly through voice and text. Likewise, a basic platform with limited integrations will be less efficient for a fully remote team needing to accept calls while taking notes in project management software.

Speak with your team leaders and go over the following questions:

• Will your phone service help teams achieve specific goals, such as improving collaboration or customer experience?
• How many employees need VoIP phone numbers, and will they use softphone apps or desk phones?
• What third-party applications do you want to sync to your phone system?
• Will your company use shared phone lines or require phones for common areas?
• Do you need to connect to analog devices, like overhead pagers or fax machines?
• How many video conferencing participants do you expect to have on calls?

Tip: Some PBX platforms have task management and real-time collaboration tools to help leaders manage remote workers. Test these options before committing to a new service.

2. Research PBX providers.

Now that you know what you’re looking for, it’s time to check out vendors. Read online guides (like this one) to learn about reliable providers. Then, scan third-party review sites, mobile app ratings and the Better Business Bureau website. Look at usability scores and customer service experiences.

Note any stand-out features that align with your goals or industry. Next, head to the provider’s websites to view pricing and compare subscriptions. Identify which packages have the features your team requires and use this information to compare providers.

3. Request demos and free trials.

After narrowing your list down to a handful of PBX providers, set up demos. Get one or more team members to join the demo or ask if you can record it. Have questions ready, and if there are any features you want to learn more about, just ask. Lastly, register for free trials to see how the applications work for everyday processes.

Remember to contact customer support and use the self-service knowledge bases. You want to get the full picture of how the PBX vendor supports your company.

4. Review information with decision makers.

Go over your experiences with each platform and list the pros and cons. Pay particular attention to ease of use. Follow up with sales reps if anyone has any questions or unresolved issues. After reviewing all details, decide which PBX provides the best overall value for the price.

Flexible call management features and few, if any, upfront costs make PBX phone systems a popular option for small and midsized businesses. The platforms provide many benefits beyond simple telephone services.

Enhances customer experiences

You can personalize your PBX system to suit your business model and client base. For instance, during peak hours, you can switch on the automated attendant to greet callers automatically. Custom hold music makes their wait time less stressful, and CRM integrations mean your staff can greet the customer by name when they pick up the line.

Other unified communications features like text messaging and video conferencing allow companies to send reminders or troubleshoot issues face-to-face. With call forwarding, clients can reach your business anytime, even during an internet outage.

Increases operational efficiency

Automating processes saves businesses money and time. PBX phone systems let you automate many call flow steps. Virtual receptionists and IVR software can answer and route calls to departments, voicemail or call queues (waiting lines). Integrations sync information between databases, reducing manual data entry.

Delivers communications insights

Data is essential to your organization. It informs hiring and scheduling decisions, as well as marketing and promotional planning. On a basic level, PBX systems provide call volume data by date, user and department. You can determine how many people hang up before an employee answers the line or how long a typical customer service call takes.

Voice intelligence platforms offer granular details. These tools can show how often callers mentioned a competitor’s name or expressed dissatisfaction.

Supports workforce scalability

PBX services provide ultimate flexibility. Most vendors allow monthly plans, and you’re not obligated to purchase a set number of lines. You can add or remove licenses at any time. Typically, you can complete the process through an online portal. Consequently, cloud-based PBX systems work equally well for seasonal businesses and rapidly growing companies.