ADVANTAGES OF CLOUD PBX

MASSIVE COST SAVING

The first and most obvious advantage of cloud PBX services is that they help organisations save a lot of money. By using cloud PBX, business owners don't have to invest money in acquiring sophisticated hardware, software or the entire phone system. This technology means the communication set-up will be hosted and managed in the cloud by a third-party service provider, and you will only need to pay for these services. This means that significant capital investment is prevented that would have been wasted in arranging the hardware and professionals with adequate technical know-how to manage the system.

NOT LIMITED TO A GEOGRAPHICAL LOCATION

Cloud PBX services have gained more popularity because this technology is not limited to a particular geographical location, and this also contributes to significant cost savings for businesses. Call centres can handle large volumes of long-distance calls without incurring any costs and perform with complete efficiency. Your organisation, regardless of its location, will consolidate its communication infrastructure into a single system, thereby saving a significant amount of money. Unlimited calls can be made to PBX numbers, and this also reduces the average cost per call.

TIME-SAVING

A typical PBX communication set-up requires a significant amount of time for ordering hardware, booking a technician's appointment, analyzing call flow requirements, and other tasks. This process can take several weeks, and in the worst-case scenario, even months. However, this is not the case with cloud PBX in business, as the set-up is quick and easy. Provisioning is also instant and can be implemented on any graphical user interface accessible via your desktop computer. Cloud PBX can accommodate up to 20 new lines, and adding these lines can be done in just a few minutes with a few clicks, as the entire set-up is software-based. This saves a lot of time, and server maintenance and equipment upgrades also require zero investment in terms of time.

It is the responsibility of the service provider to ensure timely software and hardware upgrades, and that you don't face any downtime in your communication set-up.

WHOLE RANGE OF FEATURES AVAILABLE

Cloud PBX services provide a comprehensive range of features to enable businesses to enjoy seamless communication with minimal downtime. A brief list of some key features is presented below.

• Advanced Call Management

• Anonymous Call Rejection

• Auto Attendant

• Automatic Service Failover

• Auto Diallers

• Automatic Call Distribution

• Business Text Messaging

• Busy Call Forwarding

• Call Analytics

• Call Barge

• Call Blasting

• Call Flip

• Call Forwarding

• Call Hold

• Call Hunting

• Call Masking

• Call Monitoring

• Call Notify

• Call Park

• Call Presence

• Call Pulling

• Call Queuing

• Call Recording

• Call Screening

• Call Takeover

• Call Tracking

• Call Transfer

• Call Waiting

• Call Whisper

• Campaign Performance Analytics

• Click To Call

• Cloned Lines

• Conference Bridge

• Custom Music On Hold

• Custom Ring Back

• Editable Call Flows

• Enhanced Mobility Via Apps

• Extension Dialling (Number Change)

• Extension Menus

• Free Intra-Company Calling

• Geographic Redundancy

• Hot Desking

• Hoteling

• International Local Numbers

• Local Numbers

• No Answer Call Forwarding

• Number Porting

• Office Intercom

• Online Fax

• Power Dialling

• Predictive Dialling

• Predictive Lead Scoring

• Priority Alerts

• Progressive Dialling

• Push To Talk

• Remote Call Forwarding

• Ring Groups

• Sentiment Analysis

• Shared Call Appearance

• Skills-Based Call Routing

• Softphone

• Speed Dial

• Third-Party Integration

• Three-Way Calling

• Time-Based Routing

• Toll-Free Number

• Unlimited Voice Calls

• Uptime SLAs

• Vanity Numbers

• Video Conferencing

• Virtual Extensions

• Visual Voicemail

• Voicemail

• Voicemail Forwarding

• Voicemail Greetings

• Voicemail To Email

• Voicemail To Text

• VoIP Control Panels

• Virtual Switchboard

• Day/Night Mode

MAINTAIN YOUR OLD OR EXISTING PHONE SYSTEM

A significant benefit of cloud PBX services is that you won't have to completely phase out your existing phone system. In fact, the cloud PBX system can provide you with benefits by integrating with your existing phone system with just a few simple clicks. With this approach, you also save a significant amount of money, as you will not need to purchase additional hardware. Moreover, you also get the flexibility on how you route your calls. Cloud-hosted PBX can be configured for a company to use both systems and make calls at very low rates.

AMAZING FLEXIBILITY

With this technology called cloud PBX, businesses can connect from anywhere in the world using their VoIP phone system or a smartphone with specialised software. A desktop PC also allows users to communicate with you, meaning you can now choose to work from home or anywhere while staying constantly connected to your office. The flexibility of cloud PBX services enhances reachability to customers, allowing you to communicate with them virtually easily, regardless of whether you are in the office or at a remote site.

ADVANCED FEATURES

With cloud PBX services, you can enjoy a range of unlimited features that enhance your calling experience and make it more streamlined. You have access to all features available at no additional cost at all. Most features are updated and upgraded to ensure seamless performance and continuity in your communication.

SAFETY AND SECURITY

Cloud PBX is significantly more secure than any other communication technologies, including in-house PBX or VoIP systems. The safety of the entire set-up is the responsibility of the service provider, who will be responsible for software upgrades, firewall settings, security patches, and other related tasks. Service providers also take security more seriously than anything else, and they mostly have a team of professionals available to monitor the safety and protection of the network. Their responsibility is to ensure no downtime and that the cyber-attack threats are mitigated outside the set-up.

You must also ensure that you select a service provider capable of arranging robust security measures to protect the network and the data stored on the servers. It should take a multi-pronged approach to security and call encryption. There should be a dedicated security team working 24/7, and all communication made over the VoIP network should be encrypted permanently. The company should also conduct a third-party audit to verify that all safety measures are implemented and are operating effectively, ensuring complete safety for both the business and the hybrid workforce.

WHAT IS VOIP?

VoIP stands for Voice Over Internet Protocol and it is a communication technology that companies adopted to provide stability in their operations and to ensure that communication between the employees does not face any adversity. It relies on the Internet to transmit voice calls, and this technology's versatility sets VoIP apart from all traditional phone systems. You can easily integrate it with your existing customer relationship management platform, and it can also support communication across different devices. This way, it emerged as a perfect solution for hybrid working teams and those who wanted to work from anywhere and contribute to the growth of the business.

Adoption was not easy despite the fact that VoIP brought so many benefits for the hybrid workforce and businesses. Some barriers were removed, and there were numerous challenges in adopting this technology in the business's new working module. Let us review some top challenges and then go through the benefits that VoIP brought for the hybrid working community globally.

CHALLENGES OF REMOTE AND HYBRID WORKING

Customer service is the backbone of businesses, and hybrid working was the real hurdle. It was mandatory to adopt this approach rather than bring the business to a complete halt due to the COVID-19 pandemic. Experts developed new strategies and solutions to ensure that VoIP assists in the hybrid setup, and they also removed the following challenges.

COMMUNICATION GAP

Using the right tools and technologies allowed business owners to use VoIP systems for their customer support team and distributed hybrid working team. They ensure that the response time and, ultimately, customer satisfaction are delivered to the consumers.

LIMITED ACCESSIBILITY

VoIP technology and the advancement it experienced after the COVID-19 pandemic ensured that the 'limited accessibility' problem arising due to traditional phone systems was eliminated completely. Earlier, traditional phone systems were used for customer service, and they made it difficult for the staff to provide solutions to customer enquiries and questions while working from anywhere or their home in any country.

SCALABILITY

Traditional phone systems were insufficient to handle the rising call volumes that come with the business growth. Legacy phone systems were hard to scale, but this problem also got a solution in the form of VoIP technology without the additional expenses of adding new lines. VoIP allows users a low-cost option that they can scale as per their needs. Adding or removing users is very easy, and no specialised IT resources or engineers are needed.

Similarly, monitoring and accountability, or in other words, tracking team performance, is also simplified a lot with VoIP technology in the hybrid working approach. VoIP is a very important solution, as it provides all the data and information regarding employees' performance while they work from anywhere or in the hybrid working approach.

WHAT ARE THE BENEFITS OF VOIP PHONE SYSTEMS FOR HYBRID WORKING COMMUNITIES ACROSS THE GLOBE?

VoIP technology bridges the gap between the hybrid working team, the organisation, and customers from across the globe. With this technology, delivering top-grade customer satisfaction becomes easy, and the team remains efficient and well-balanced. It has numerous advantages for businesses, and we have covered some in this section.

UNMATCHED FLEXIBILITY

This USP of VoIP technology motivated businesses to have a hybrid working workforce and allowed their employees to work from anywhere. Customer service representatives can take calls regardless of where they are and provide satisfactory answers to every caller. This means whether they are in the office, at home or travelling, they are always on their workstation and take calls and provide the necessary solutions. Another interesting feature is that VoIP technology can be accessed through mobile apps and web-based platforms, and this means that the hybrid working force can answer calls from their preferred devices and remain connected to the office and the entire globe 24/7.

STREAMLINED COMMUNICATION

Effective communication is the key to the growth of several businesses, and this is what VoIP technology provides the most for hybrid working teams, remote teams and employees who work from anywhere. As mentioned above, the VoIP system integrates easily with CRM tools and the tools used by the HR staff. This integration makes it easy for hybrid working employees to access customer data and provide solutions based on their communication history. They can also access call logs in real-time to provide personalised and efficient support. This technology comes with numerous features like call forwarding, voice-to-email, automated attendant, and others that reduce response time and minimise the chances of errors.

HOW TO CHOOSE THE RIGHT VOIP SOLUTION FOR HYBRID WORKING MODULE?

An interesting feature of the VoIP system is that it can be customised based on your business's requirements. This is possible only when you choose the right VoIP solution, and for this, you will have to watch out for the following features.

EASY TO INTEGRATE

You must ensure that the VoIP solution you choose for your business is easy to integrate with all the existing tools and software. This will make it easy for the company and employees to learn how to use and ideal for their business.

IT SHOULD BE RELIABLE

You should choose a service provider that promises you minimum downtime and high-quality calling features available 24/7. You should research various service providers and choose the one known for reliability. The system should be easily scalable as per your business growth and the ever-changing needs of the business environment. The service provider should also provide on-board support and 24/7 ongoing assistance to tackle any situation that can result in significant downtime. Data security should also be a concern, and the service provider you select should provide completely safe and fully encrypted services. Take time to evaluate your platforms and choose the one that matches your team's specific needs as closely as possible.

The biggest feature of switching to a cloud PBX system is that no server maintenance is required, and the costs are very low compared to traditional solutions like PSTN or on-premise PBX phone systems. However, security has always remained a concern for cloud PBX users and this is why we have come up with this post to understand cloud PBX security and steps to mitigate the risks completely.

WHY IS IT IMPORTANT TO KEEP CLOUD PBX SECURE?

Regardless of what communication solution you are using for your business, all the robust cyber security measures must be implemented to protect your data from potential threats, data breaches, hacking and unauthorised access. This damage or data loss can harm your business's reputation. It is essential to have advanced security measures to safeguard your business's reputation and data. Now the question emerges: what is the more secure solution: cloud PBX or on-premise PBX? Let us find the answer below.

IS CLOUD PBX MORE SECURE OR ON-PREMISE PBX?

The safety and security of communication solutions, regardless of whether it is cloud PBX or on-premise PBX, depends on several factors like communication needs, budget, the selected service provider and the expertise of the in-house IT team. The server's location is the main difference between cloud PBX and on-premise PBX. In the cloud PBX system, the entire server and infrastructure are hosted by a third-party service provider, and you enjoy these services with the help of a high-speed Internet connection. Since it is a hosted technology, the service provider is responsible for maintaining, updating and securing the system. It is a convenient technology, a very cost-effective one, and easily accessible. But if not secured well, it can easily become a victim of fraud, breaches, unauthorised access, and similar disruptions.

This is where on-premise PBX emerges as a better solution, as the entire server or communication infrastructure is at your office and connected to your internal network. You are responsible for running, managing, handling and securing the system with the help of an experienced in-house IT team. This means you have more control over the system, and you can keep it as secure as you want. However, the downside is that this comes at a cost and managing an in-house server involves a lot of stress, investment of time and money and so on.

BEST PRACTICES FOR COMPLETE CLOUD PBX SECURITY

Cloud PBX services and cloud PBX business are necessities of modern organisations. They are a cost-effective solution that can revolutionise business communication and boost employee productivity significantly. With some simple steps and implementing best practices, you can ensure the complete safety of your cloud PBX system. They will ensure complete resilience against potential threats and attacks from the Internet. Here are the top steps to take to protect your cloud PBX system.

PASSWORD FORTIFICATION

Experts in cloud PBX services recommend keeping long and complex passwords for your cloud PBX system. These passwords should be updated regularly, and you should also change the default admin and guest passwords to something uncommon. This will help you avoid frequent attacks, and your data will be more secure than usual.

MULTI-FACTOR AUTHENTICATION

Your service provider should provide multi-factor authentication instead of two-factor authentication to guarantee the complete security of your cloud PBX system and data. There should be verifications like 'code sent to their email, along with the password to get into the account. This way, even if an attacker gets the password somehow, they cannot log in without entering the verification code. Enabling all these defence measures will be an added layer of security to protect your server and data from breach, unauthorised access and hacking.

REGULAR SOFTWARE UPDATES

You should choose a service provider for cloud PBX services that is known to keep the entire server safe and updated. This involves updating all the software regularly and fixing bugs and security concerns without delay. Timely software updates come with various security patches to enhance the server's security. With timely software updating, you will be able to address potential vulnerabilities and enhance security.

CONTROL THE ACCESS

Features should be available to control and decide who can access the server and from what location. This way, you allow only the right people to use and manage the cloud PBX system and access the sensitive information present in the server. By assigning specific permissions and restrictions, you can mitigate the risk of unauthorised access and cyber-attacks. This proactive measure makes the overall system more robust and secure against data theft.

IMPLEMENTING TECHNICAL MEASURES

The service provider chosen for cloud PBX services should include the highest-grade intrusion detection systems and the best firewalls to monitor and block any suspicious activity or attempt of unauthorised access. This also involves implementing continuous threat exposure management systems that systematically identify, prioritise and address vulnerabilities before the server gets exposed. You should also ask them about encryption to shield communication data related to VoIP calls, video calls, text messages and other communication methods. This encryption is vital as it converts data into a secret text that is impossible to decrypt or convert back into the original form to prevent data from unauthorised access.

Educating and training users on dos and don'ts related to cloud PBX server security best practices will play a significant role in enhancing server's safety and security. They should be trained to change passwords regularly, conduct service checks and perform other necessary steps and procedures. Apart from this, they should know the importance of security and safety measures to keep the cloud PBX secure from unauthorised access, breach and hacking. There are other threats as well, like Denial Of Service and Distributed DOS attacks, eavesdropping attacks, malware attacks, phishing and social engineering attacks, etc.

They all will lead to data breaches, identity theft, loss of consumer trust and most importantly, damage to your organisation's reputation. At any point in time, the confidentiality of the server should not be compromised, and the leakage of sensitive information should be protected at any cost to prevent interruption in business communication and operations. This data breach can also have some serious consequences locally, like call interception, fraudulent calls, data theft, leakage of sensitive information and harm to your business's strategies and reputation.