As businesses grow and expand their market, the need for customer support also increases. The business's switchboard must be expanded. However, the cost of installing a switchboard contact center is a big challenge for many businesses. At this time, PABX is a viable option.
What is PABX?
PABX (Private Automatic Branch Exchange) is an automatic switch, including a branch system used for internal communication within the enterprise and trunk lines allowing external communication.
PABX automatic switchboard supports connecting multiple devices in the internal telephone network, so calling within the enterprise is free.
Using PABX is much cheaper than investing in a professional switchboard like Call Center or Contact Center. Of course, if we consider smart features, Contact Center will be much more superior due to its Software to enhance customer experience, while PABX only includes basic calling features.
Difference between PABX and PBX.
In reality, PABX and PBX have many similarities and differences.
Alike: Both are switching systems.
Different:
- PBX (Private Branch Exchange) is a telephone network mainly used within businesses, the process of making calls is manually operated.
- Meanwhile with PABX, the system will be connected to the computer to automate some operations such as keystrokes or ending calls, allowing for more diverse customization capabilities. Those are the main points of difference.
In short, PABX is an improved system over PBX because it can be used through a computer.
How does PABX work?
Privat Automatic Branch Exchange works as a mini version of a Call Center. A system consisting of software and hardware. Including:
- Phone.
- Router.
- Modem.
- Adapters.
- Switch
- Hubs.
PABX switchboard allows the use of a minimum of 4 to hundreds of internal numbers, in addition to using trunk lines to communicate outside through subscribers provided by the network operator.
Features of PABX switchboard.
- Busy number notification and automatic call back function.
- Call forwarding, call queue creation.
- Set up a conference call between multiple parties.
- Pop-Up Caller ID
- Call recording.
- Voice message feature.
- Direct dial.
- Number and create subscriber groups.
- API integration capabilities.
- Assign permissions to Ext.
Benefits of implementing PABX.
- Cost savings: Much lower cost compared to professional Call Center.
- Easily manage and track calls.
- Ability to operate continuously.
- Many basic functions required of a switchboard such as: displaying call information, SMS, Auto-reply,...
Summary.
With the increasing demand for customer service, owning a switchboard system for businesses is necessary to create customer satisfaction, besides creating a competitive advantage for the brand. PABX is considered a suitable solution for businesses with not too high internal communication and customer care needs, at a reasonable cost.
However, in cases where businesses need an advanced call center platform to ensure that the customer experience is the best, this requires more advanced options to meet.
