PBX System, Why Is It Suitable for Contact/Call Centers?

What is a PBX System?

PBX is an acronym that stands for Private Branch Exchange, which refers to a private telephone network typically used in businesses. 

PBX phone systems have quickly evolved over the years, as shown in the following diagram:

Large-scale PBX systems installed in big companies function as on-site hardware that manages call traffic. 

Some of them can even count calls for administrative and billing purposes. 

Nowadays, PBX systems appliances that allow users to configure the parameters of inbound and outbound calls. 

Companies that adopt PBX technology streamline their internal and external communication. 

What Are the Features of PBX Systems?

  • Direct inward dialing (DID). Telephone numbers are assigned to specific extensions.
  • Call routing. Incoming calls are forwarded to selected extensions.
  • Call transfer
  • Voicemail
  • Auto-attendant menus
  • Dialing restrictions and limitations

There are also hosted PBX systems, which, in contrast to on-premises systems, are maintained completely by the provider on the cloud. 

Advantages of PBX Hosted Systems:

  • Accessible at all times through any Internet-enabled device.
  • It is possible to use them from remote locations.
  • They don’t require maintenance.
  • They’re set up in next to no time.
  • It is possible to manage them with great ease.

It is worth mentioning that any business (small, midsized, or large) can benefit from this type of PBX. 

PBX in Contact and Call Centers, Why Is It Important?

When implementing a PBX system, contact and call centers optimize the workflow of their staff members. 

Agents: can communicate better among different in-house areas and get all the data they need to deliver an exceedingly good customer experience. 

Supervisors: can reach both agents and supervisors for free, regardless of whether they are at the office or on a remote location. 

Administrators: can obtain detailed reports on all the calls dialed by extension. 

A PBX system not only boosts employees’ productivity, but also increases the profitability of contact and call centers. 


Discover Freeway, the most complete cloud-based PBX platform that can bring multiple benefits to your business. 

It provides for effective, simple, and low-cost communication within your organization. 

Freeway offers a large range of options like:

  • Caller ID
  • Call hold
  • Voicemail to email
  • Instant messaging
  • Migration from Elastix

These are just some of the features available in Freeway. 

Get the best-unified communications system and take full advantage of it. 

Go further with Freeway by Nuxiba

If you want to learn more about the benefits and functionalities of this platform, request an expert consultation. 

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