Best Virtual PBX System

Business communications have evolved over the years. The usage of traditional phone systems has declined as virtual PBX entered the industry. A virtual phone system enables companies to make phone calls over the internet without requiring any hardware. 

As a result, this approach has streamlined the communication processes of many companies. In this guide, you’ll learn about virtual PBX system and understand how important it is for any business.

What is a Virtual PBX System?

A Virtual PBX system (Private Branch Exchange System) is a cloud-based phone system that provides businesses with advanced phone features, such as call routing, voicemail, and call forwarding, without requiring physical hardware or equipment.

With a virtual PBX system, businesses can manage incoming and outgoing calls through an online portal or mobile app without installing and maintaining expensive PBX hardware on-premise. The system is hosted and maintained by a third-party provider responsible for ensuring high uptime and reliability.

Virtual PBX systems typically offer a wide range of features, including call routing based on time of day, location, or caller ID, voicemail to email transcription, call recording, and virtual assistant capabilities. These features can help businesses improve communication and customer service while reducing costs associated with traditional phone systems.

Virtual PBX systems are particularly popular among small and medium-sized businesses that require enterprise-grade features without the high costs of on-premise hardware and maintenance. They are also suitable for remote teams and businesses with multiple locations, as they can be accessed from anywhere with an internet connection.

How Does Virtual PBX Software Work?  

A cloud-based telephony solution called virtual PBX software enables companies to operate their phone systems without hardware or physical infrastructure. This program leverages the internet for voicemail management, phone routing, and other critical communication functions. 

Incoming calls are initially routed to a virtual receptionist, an automated system that offers callers a menu of options when they come in. After that, the caller can be directed to the proper division or extension.

To guarantee that all phone calls are efficiently handled, organizations can also set up call forwarding, voicemail, and call routing policies using the program. Moreover, virtual PBX software gives firms analytics and reporting tools to analyze call data and optimize phone systems. Virtual PBX software, in general, is a versatile and economical option that makes communication management easier for companies of all sizes.

Benefits of Virtual PBX System  

If you are unsure whether you should adopt virtual PBX phone system or not, you can check out the main benefits a virtual PBX system offers.

1. Lower Total Cost

   With a virtual PBX system, businesses can save money by avoiding purchasing and maintaining expensive on-premise hardware. Additionally, virtual PBX systems typically have lower monthly fees than traditional ones, resulting in significant cost savings over time.

2. Increased ROI

   The lower cost of ownership and maintenance of virtual PBX phone systems often leads to a faster return on investment (ROI) for businesses that adopt this technology.

3. Friendly in Nature for Remote Workers & Offices

   Virtual PBX systems benefit businesses with remote workers or multiple office locations. They allow employees to stay connected and work seamlessly from anywhere, ensuring a consistent and productive work environment.

4. Easier Setup, Less IT Management

   Virtual PBX systems are typically easy to set up and require minimal IT management, allowing businesses to focus on other important tasks and priorities.

5. Phone Flexibility

   Virtual PBX systems offer a wide range of phone flexibility options, including traditional desk phones, mobile phones, or softphones, depending on individual preferences and needs.

6. Enterprise-grade Security

   Virtual PBX systems are designed with enterprise-grade security features to ensure that all communication remains confidential and secure.

7. High Availability

   Virtual IP PBX systems have high availability and uptime rates, ensuring businesses can always stay connected and accessible to their customers and clients.

Common Features of Virtual PBX Software

A virtual PBX system, also known as a hosted PBX or cloud PBX, is a phone system that operates through the internet and is managed by a third-party provider. Here are some of the key features of a virtual PBX system.

1. IVR/Phone Trees

   IVR (Interactive Voice Response) or Phone Trees are a system of automated menus that callers navigate by pressing keypad numbers or speaking voice commands. This feature allows businesses to create a customized customer call flow, improving call handling and reducing wait times.

2. Voicemail

   Voicemail is a system that allows callers to leave recorded messages when the called party is not available. The voicemail feature in a virtual PBX system can be customized with personalized greetings and voicemail boxes for individual team members.

3. Business Hour Routings

   This feature enables businesses to set different call routing options based on their business hours. For example, calls can be routed to voicemail outside of business hours or redirected to another team member or department during specific times of the day.

4. Call Monitoring

   Call monitoring allows supervisors or managers to listen in on calls to provide coaching or quality assurance to their team members. This feature can help improve customer service and increase efficiency.

5. Real-time Dashboard

   A real-time dashboard gives businesses live updates on call activity, including call volume, wait times, and handling performance. This feature enables businesses to make informed decisions based on current call data.

6. Automatic Call Recording

   Automatic call recording allows businesses to record calls for training, quality assurance, or compliance. This feature ensures that all customer interactions are documented and can be reviewed.

7. Customer Interaction History

   This feature stores a record of all customer interactions, including call recordings, voicemail messages, and notes from team members. This information gives businesses valuable insights into customers' needs and preferences.

8. Call Conferencing

   Call conferencing allows multiple parties to join a call, enabling businesses to conduct conference calls with team members or customers. This feature can be used for collaboration or to provide customer support.

9. Curated Reports

   Curated reports provide businesses with insights into their call activity and performance. These reports can be customized to include metrics such as call volume, handling times, and customer satisfaction scores, enabling businesses to make data-driven decisions.

How to Choose the Right Virtual PBX Software?   

Consider several factors before deciding if you're looking for virtual PBX software. The right virtual PBX software can help streamline your communications, improve customer service, and increase productivity. Here are five essential points to consider when choosing the right virtual PBX software.

1. Call Manager Option

   An easy-to-use call management feature should be included in any competent virtual PBX software, allowing you to conveniently handle incoming and outgoing calls. Call forwarding, waiting, transfer, and call routing are all available options in the call manager.

   You should be able to configure call queues, auto-attendants, and call recording systems. To assist you in efficiently handling your calls, look for virtual PBX software with a user-friendly interface and simple navigation.

2. Interactive Voice Responses (IVR)

   IVR is an essential feature of any virtual PBX software. It allows you to set up a system that directs callers to the right department or person using voice prompts or touch-tone inputs. The IVR should be customizable and easy to set up, so you can personalize your call routing options and enhance your customer experience.

3. Call Analytics

   A good virtual PBX software should provide you with detailed call analytics. This feature lets you track important metrics like call volume, duration, and outcomes. Call analytics can also help you identify trends in your call data, which can inform your business decisions and improve your customer service.

4. Team Optimization

   Virtual PBX software should have features that help optimize your team's performance. Look for a system that allows you to manage your team's schedules, monitor call quality, and provide coaching and feedback. A virtual PBX software that can help you manage your team's performance can lead to higher productivity and improved customer satisfaction.

5. Integration With Other Business Applications

   Virtual PBX software should integrate with other business applications you use, such as CRM software, email clients, and chat applications. Integration can help you streamline your workflow, save time, and improve your customer experience. Look for a virtual PBX software that offers robust integration options and can connect with the tools you use every day.

Top 5 Virtual PBX Software Comparison   

If you’re wondering which software is the best for your business, look no further. Below is the list of 5 best virtual PBX services and software. 

1. CallHippo   

CallHippo is a cloud-based virtual phone system and VoIP service provider that allows businesses to manage their phone system efficiently effectively. With CallHippo, companies can easily set up a virtual phone number in over 50 countries, use advanced features such as call recording and analytics, and integrate with popular business tools like Salesforce and Hubspot.

CallHippo also offers affordable pricing plans, making it an excellent choice for small and medium-sized businesses looking for a reliable and flexible communication solution. CallHippo provides businesses with a powerful and easy-to-use platform for managing their phone system and enhancing customer communication.

CallHippo Features

• Virtual phone numbers
• Call forwarding
• Interactive Voice Response (IVR)
• Call recording
• Call tracking metrics
• Telemarketing management
• VoIP connection
• Real-time analytics
• Contact management

CallHippo Pros

• Cost-effective
• Global coverage
• Advanced features
• Easy to use
• Mobile app

CallHippo Cons

• Limited free trial
• Limited features on basic plans
• Limited integrations
• Limited customization

CallHippo Pricing

• Basic Plan: $0 per user per month (when billed annually) 
• Bronze Plan: $16 per user per month (when billed annually) 
• Silver Plan: $24 per user per month (when billed annually) 
• Platinum Plan: $40 per user per month (when billed annually) 

2. VirtualPBX 

VirtualPBX, a provider of cloud-based phone systems, offers virtual phone numbers, sophisticated call routing, and call management capabilities. Users of VirtualPBX can design unique phone menus, configure call forwarding and voicemail, and handle calls and messages from any location.

The platform also interfaces with well-known corporate applications like Salesforce and Zapier to improve productivity and optimize workflows.

Because of its numerous price options, VirtualPBX is a great choice for companies searching for a dependable and feature-rich virtual phone system. All things considered, VirtualPBX offers companies a complete and scalable option for handling their communication channels.

VirtualPBX Features

• Virtual phone numbers
• Auto-attendant
• Call routing
• Call recording
• Voicemail-to-email
• Conference calling
• Voicemail and call transcription
• SMS and MMS texting

VirtualPBX Pros

• Scalability
• Flexibility
• Mobile app
• Integrations
• Customer support

VirtualPBX Cons

• Learning curve
• Pricing
• Limited international calling
• No free trial

VirtualPBX Pricing

• Starter: $9 per month
• Flex: $18 per month
• Pro: $29 per month
• Premier: $39 per month

3. Grasshopper   

A virtual phone system, Grasshopper is intended for start-ups and small companies. It provides capabilities, including virtual phone numbers, voicemail, call routing, and conferencing, to help organizations manage their communication channels more effectively.

Grasshopper's mobile app users can operate their phone system while on the road, improving their accessibility and flexibility. The platform is simple to set up and operate, making it a great choice for companies looking for a straightforward and reasonably priced phone system. 

Grasshopper Features

• Visual programming interface
• Parametric modeling
• Data and geometry management
• Plug-in support
• Custom components
• Integration with rhino

Grasshopper Pros

• Powerful parametric modeling
• Visual programming interface
• Plug-in support
• Integration with rhino

Grasshopper Cons

• Complex learning curve
• Limited documentation
• Performance
• Compatibility issues

Grasshopper Pricing

• Solo: $26 per account per month
• Partner: $44 per account per month
• Small Business: $80 per account per month

4. Talkroute  

The cloud-based virtual phone system Talkroute was created for companies of all sizes. It enables customers to set up an expert phone system without needing costly gear or challenging installations. Users of Talkroute may effortlessly set up call forwarding and routing, generate personalized greetings, and control their phone system from any internet-connected device. 

Additionally, it offers tools like voicemail, call recording, call queuing, and analytics to assist organizations in efficiently managing their calls. Talkroute strives to give clients the impression that businesses are professional while saving time and money.

Talkroute Features 

• Call forwarding & routing
• Text messaging
• Meetings
• Voicemail & mailboxes
• Live call transfer
• Call stacking
• Custom greetings
• Call recording

Talkroute Pros

• Easy to set up and use
• Customizable features
• Mobile app
• Scalability
• Cost-effective

Talkroute Cons

• Limited integration
• Limited support
• Limited international coverage
• Limited hardware support

Talkroute Pricing

• Basic Plan: $19/month, includes 1 local or toll-free number, 1 user, and 100 minutes of talk time
• Plus Plan: $39/month, includes 2 local or toll-free numbers, 2 users, and 500 minutes of talk time
• Pro Plan: $59/month, includes 3 local or toll-free numbers, 5 users, and 1,000 minutes of talk time
• Enterprise Plan: Custom pricing includes unlimited numbers, users, and talk time

5. UniTel Voice

UniTel Voice is a cloud-based virtual phone system for small enterprises and entrepreneurs. It enables customers to set up an expert phone system without needing costly gear or challenging installations.

Users of UniTel Voice may control their phone system, set up call forwarding and routing, and create personalized greetings from any computer or device with an internet connection. To assist organizations in efficiently managing their calls, UniTel Voice also offers capabilities, including voicemail, call recording, call screening, and conference calling.

Using UniTel Voice, businesses can look more professional to clients while saving time and money.

UniTel Voice Features

• Professional greetings
• Call routing and forwarding
• Voicemail
• Call recording
• Call screening
• Conference calling
• Online account management
• SMS messaging

UniTel Voice Pros

• Affordable pricing
• Customizable features
• Online account management
• Mobile app

UniTel Voice Cons

• Limited integration
• Limited international coverage
• Limited customer support
• Limited scalability

UniTel Voice Pricing

• Starter Plan: $9.99 per month
• Team Plan: $24.99 per month
• Professional Plan: $49.99 per month

Challenges Faced in Virtual PBX System

Virtual PBX System is a cloud-based phone system that allows businesses to manage their incoming and outgoing calls, messages, and voicemails using the internet. It is a cost-effective solution for companies that cannot afford a traditional phone system.

However, businesses face certain challenges while using the Virtual PBX System. In this response, I will describe each point of these challenges in detail.

1. Internet Connectivity Issues

   Internet connectivity problems are one of the biggest obstacles to using the Virtual PBX System. Because virtual PBX systems rely on the internet, service interruptions may result from connectivity problems.

   Call quality problems may impact customer satisfaction, dropped calls, and delayed responses brought on by poor internet connectivity. To enable flawless communication, a strong internet connection is necessary.

2. Maintaining Service Levels

   Maintaining service levels when using a virtual PBX system is another difficulty. Many capabilities, such as call routing, voicemail, call recording, and others, are available with virtual PBX systems. However, if these services are not kept up with, it may result in shoddy calls, protracted wait times, and disgruntled clients. To make sure that the Virtual PBX system is performing at its best, it is crucial to often monitor and manage it.

3. Dated Hardware and Phones

   Systems for virtual PBXs are made to function with various hardware and phones. However, utilizing obsolete phones or technology can cause compatibility problems that impair system performance and call quality. For the system to operate at its best, it is crucial to use the suggested phones and hardware.

4. Customer Support

   Virtual PBX systems require technical support from time to time, and it is essential to have a reliable customer support system. Poor customer support can lead to longer downtime, frustrated customers, and decreased productivity. Choosing a Virtual PBX provider that offers excellent customer support is essential.

Market Trends in Virtual PBX System

Virtual PBX (Private Branch Exchange) software allows companies to have a sophisticated phone system without investing in expensive hardware or infrastructure. 

With the rise of remote work and the increasing need for mobility, virtual PBX software is becoming more important than ever. In this context, here are five key market trends in virtual PBX software:

1. Cloud-Based Solutions

   Because they provide several advantages, such as cheaper costs, simple scalability, and better flexibility, cloud-based virtual PBX software solutions are growing in popularity. Thanks to cloud-based alternatives, businesses no longer need to maintain expensive hardware or infrastructure to access cutting-edge features and services.

2. Artificial Intelligence

   Virtual PBX software is gradually incorporating artificial intelligence (AI), enabling more complex call routing, better automation, and better customer service. Businesses may expedite their communication procedures and give their clients a more individualized experience with the help of AI-powered virtual PBX systems.

3. Mobile Optimization

   Virtual PBX software is optimized for mobile devices as the workforce becomes increasingly mobile. This allows employees to access communication tools from anywhere, improving productivity and flexibility. Virtual PBX software optimized for mobile also has a better user experience, making it easier for employees.

4. Increased Security

   With the growing importance of communication tools, security is becoming a top concern for businesses. Virtual PBX software addresses this concern by implementing more robust security features like two-factor authentication and encryption. These security measures help to protect sensitive business information and prevent unauthorized access.

Conclusion

To sum up, virtual PBX software has transformed company communication. Regardless of their location or size, businesses can manage their phone system quickly and efficiently thanks to its sophisticated features.

Many advantages of virtual PBX software include cost savings, increased productivity, better customer service, and improved teamwork. It is a trustworthy and adaptable solution that can be tailored to satisfy the particular requirements of each firm.

Virtual PBX software has become a crucial tool for contemporary organizations, helping them stay connected smoothly with their clients and staff.