Private Branch Exchange (PBX)

A PBX (private branch exchange) is a company’s dedicated telephone network.

In the past, a PBX was the gold standard in business communications. However, superior technology has emerged. More advanced technology shows up the limitations in PBX systems.

PBX systems weren’t built to last, which means they’re hard to adapt in contact centre environments that are reaching for a higher standard of excellence.

Challenges with PBX infrastructure

What used to be an exclusively local business can now operate globally, which can be a challenge for legacy PBX systems. Legacy PBX systems don’t have multinational capabilities, and they can’t scale in the way we expect in a cloud-based world. Companies can find their expansion is hindered by their phone system.

Ironically, a system that allows for little flexibility is also costlier to maintain than a more functional, modern alternative. PBX systems are expensive to implement and maintain, often involving considerable staff time.

What are the alternatives to PBX?

The Internet Engineering Task Force has an open-source protocol called SIP. SIP was developed by IT experts and leading organisations to cover all forms of real-time communication.

Systems based on SIP are simpler than PBX systems and manage voice, video, text, and chat. As a result, you can route interactions from one channel to another, and do it intelligently based on criteria like where the message is from, when it was sent or who it is to.