On Premise and Cloud PBX Systems
BENEFITS OF HOSTED VOIP ARE:
- Lower upfront cost,- Get local and long distance plans that are lower cost with one monthly fee.
- Easy to start, easy to setup- Since no phone system resides at your business it's as easy as opening an account and plugging in your phones. Features can be turned on with a few easy clicks.
- Anywhere employees- Remote workers or work from home employees connect right up. Two business locations, no problem, they all connect up.
- Advanced feature rich system- Just like the big business PBX, hosted VoIP gives you the features and tools that can grow your business, from an attendant to voicemail for everyone to call forwarding.
- No more missed calls- Prevent busy signals and missed calls by setting up the system to direct and handle calls.
- No on site PBX, no maintenance- The VoIP provider maintains the PBX, not you. Without all that phone equipment you'll save money by not needing the phone guy to maintain equipment and do those on site visits every time you need and phone moved.
- Automatic Upgrades- VoIP business phone service is continually becoming more advanced with new features. Rather than having to go through the cost and disruption of system upgrades to an on premise based PBX, a business can benefit from a cloud based voice provider's late technology and upgrades done at their expense and time.
BENEFITS OF ON PREMISE SYSTEM ARE:
- Lower costs over several years. With a premise based business phone system the cost of hardware would be greater than hosted VoIP as there would be additional hardware needed. However, this additional cost would be off set over some period of time at which point the cost over time would be lower.
- The ability to have two different types of dial tone service. For example many small companies have 2 or 3 traditional phone lines. They can keep 1 or 2 of these lines and additional lines as SIP trunks delivered over the Internet. If one type of service goes down, as would be the case from loss of Internet (SIP trunks would not connect), they would still be able to make and receive calls from their traditional CO lines.
- Lower costs on some feature sets. Many hosted VoIP providers have additional charges for some features. For example, multiple attendants might incur additional charges. A call queue would also be an additional feature at an additional charge. Music on Hold or Message on Hold can typically incur an additional cost with hosted VoIP, if they offer it at all. With a premise based business VoIP phone system all these feature sets might be incorporated in the PBX software so would not cost anything additional once you buy the PBX.
- More control and more flexibility over your phone system. Owning your own PBX (business phone system) allows you to have total control over its use and operation. Making changes to the system or changing VoIP providers is easier and can be quick to do.
- Signaling over your own network (LAN) instead of over the Internet. When you transfer a call from one extension to another extension in the office the phone switch in the closet on premise makes that happen. All the signaling occurs locally just feet away instead of miles. With a hosted VoIP system a transfer from one extension to another takes place at the hosted provider's switch which would usually reside many states away. This increased distance caused a certain latency and also increases the need for a constant robust Internet connection. Although the voice traffic is the main user of bandwidth on any VoIP connection, eliminating all the PBX signaling can be an advantage, especially on days where the Internet connection is not as good as other days.
Custom IVR, Call Center Routing and Queuing
Skills-based ranking allows administrators of a virtual call center to rank employees in queues the way they should be prioritized:
- Give skilled agents the highest amount of calls and decrease the ranking for those with fewer skills. When a call arrives it is routed automatically to the highest-ranked agent available. This ensures that the most skilled agents take the most calls.
- Rank new employees at lower levels, allowing them to help when the need arises but giving them more time to train.
- Contingency call center options let you prescribe additional departments to begin receiving calls from any specific queue once a certain capacity has been reached. For example, the Sales Department can act as overflow to Customer Support.