Although network PBX systems support all the same functions of traditional PBXs, such as voicemail, call forwarding, and caller ID, these systems also add a number of features that leverage network capabilities.
Unified messaging, for example, lets users view all of their communications--voicemail messages, e-mail, and faxes--through a single application, such as Microsoft Outlook. Consolidating all forms of messaging into a single interface lets users visually review all messages and respond to the high-priority items first. Some systems provide specialized call handling based on caller ID. For example, certain callers may be forwarded to a cellular phone or a pager, while other calls are routed to voicemail.
As more companies take an e-business approach, these IP-based PBXs will allow them to add click-and-call functionality to their Web sites. Site visitors could click a button to be immediately connected to customer service, tech support, or other service personnel.
Network PBX systems also provide comprehensive reporting capabilities to closely track usage and costs--far more timely and detailed than traditional PBX or telco reports.
Perhaps the greatest benefit of these systems is ease of installation and maintenance. Industry watchers estimate that maintenance costs can be cut by as much as 50 to 70 percent. With conventional PBX equipment, adds, moves, and changes are time-consuming and costly, from between $70 and $100 per change, according to a Cisco report. But with network-based PBXs, a few clicks from a management console or a Web browser gets the job done.
Because the systems are standards based and use familiar hardware, many companies handle installation themselves and let their IT groups take care of maintenance. Shoreline Communications estimates that its Shoreline3 system requires one support person per thousand users, compared to one for every hundred employees for a traditional PBX. Network PBX vendors say that about three-quarters of their customers use in-house personnel for installation and maintenance.
Additional savings can be realized with network PBX systems that offer voice-over IP capabilities (VOIP). VOIP routes calls over the Internet or any IP network. Placing long distance calls over the Internet can be far less expensive than using traditional long distance dialing, and VOIP may also let a company use extension-based dialing (three or four digits) among geographically diverse offices.
Today's network PBX products provide equivalent or greater functionality than traditional PBX systems--for a lower cost. And the products are still developing, with vendors working to improve availability by adding failover capabilities and to extend the scalability of the systems.
