PBX platforms and services provide versatility, offering flexible call routing and communications options. Everything is accessible through online portals and apps.
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.
are advanced versions of automated attendants, and several PBX platforms have IVR capabilities. Callers can speak an employee’s name or department with an IVR service instead of pressing a number.
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.
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.
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.
There is a clear trend toward AI
in PBX phone systems as many providers develop or expand AI and ML tools. These features include auto-summarizing meetings and analyzing transcripts for topics of importance.
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.
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.
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.