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Five Business Implications of Implementing PBX System

  • Modern businesses use Private Branch Exchange or PBX systems to make and receive calls internally. Employed in a variety of industries, ranging from hospitality, Public Service, Retailers, Laboratory operations etc, these systems provide holistic telecommunication solutions to a myriad of organisations, adding value to their businesses substantially. (Information Credit –


    • Most business owners do not understand the business implications of a good PBX system. In fact, PBX systems are one of the most efficient systems, offered by a number of telecommunication service providers in South Africa. Implementing a PBX system correctly has a lot of advantages which are often overlooked. 


    • Marketing Campaign Management: Inbound and outbound calls are extremely crucial for fulfilling a company’s marketing ambition or promotional efforts. The budget set aside for such promotional efforts are usually spread across more than one platform.  Having different phone numbers for each channel can assist a business in targeting leads, without investing more on agents or sales representatives. PBX phone systems have advanced technology allowing the users to check the system’s call analytics. The information received from these reports can help the management spot profitable campaigns and accordingly shape their future strategies. 


    • Ease of Access: PBX systems provide heightened accessibility options to their users with the use of prefixes and ring groups. Prefixes help users a great deal for identifying incoming calls belonging to existing campaigns. Custom prefixes can be set to route prospective customers to whichever department they’re looking for.


    Ring groups, on the other hand, allow phone numbers to be allocated to specific extensions or departments when the need arises.


    • Assisting in Training: Most organisations have teams comprising of several members who have to work together in different departments.  The task of co-ordinating the workforce involves proper communication. Seminars and conferences are necessary for providing the required training to new recruits. Luckily PBX systems have that feature. With the extension monitoring feature, conferences and seminars become easy to host and conduct. This helps a great deal in the job training, as the instructors are able to get the message across to all the staff members using a single system.


    • Call Forwarding: Call forwarding is a necessary feature in today’s busy market. PBX systems also have an automated attendant feature, allowing calls to be forwarded to designated mobile numbers.  Call forwarding eliminates the hassles of connecting different departments through an operator. It provides an efficient and automated system which streamlines the customer experience.


    Using a PBX system as a communication tool has some pronounced advantages to businesses as compared to other traditional mediums. Most modern PBX systems are fitted with all the aforementioned features.  It is, however, crucial that businesses acquire their PBX systems from experienced and reputed manufacturers and dealers. It also has to be seen that the products supplied are of good quality and come with a valid warranty or guarantee scheme.