5 Things to Consider Before Upgrading to a Cloud PBX

There was a time, not so long ago, when stakeholders frowned at the idea of ‘shifting to the cloud.’ Storing everything on virtual servers didn’t seem conceivable – or secure. It’s safe to say that we are well past that stage of change-resistance and have entered an age where people actually prefer keeping things in the cloud.

The same is true for business phone systems. Companies are slowly starting to let go of traditional PBX and on-premise VoIP systems in favor of cloud-based PBXs. That’s why it’s expected that the VoIP market will increase to $204.8 billion by 2020. The advantages are tangible and the return on investment is instant, which makes the migration a no-brainer for most people. Even still, there are a few factors that must be considered prior to making the switch. No two companies are the same, and what works for your competitor might not be the ideal fit for you.

If you are looking to upgrade to a cloud PBX in the near future, consider the following:

What to consider before upgrading to cloud PBX

1. Budget and costs

Before you consider anything else, answer the following questions:

• How much are you willing to spend on the upgrade?
• Is your budget sufficient to support the costs associated with it?

Every cloud PBX has expenditures associated with installation, setup, and support. Sometimes you also have to spend a few bucks on training to acquaint your workforce with the new technologies. Even though there are many service providers in the market that provide inexpensive, off-the-shelf solutions for businesses with restricted budgets, you need to ensure that they meet your business’s specific needs.

Where on one hand, the aforementioned expenses must be part of your cost analysis, remember that you generally only have to incur them once. Conversely, the cost savings will last as long as you keep using the system. From the limited upfront costs to comparatively lesser installation, maintenance, reconfiguration, and scaling costs, you end up saving a lot of money. Hardware requires minimal to no maintenance, and you’ll notice that you need far less support from the technical assistance team. Most of the top cloud-based VoIP solutions also provide low call rates and subscription charges. If you are upgrading from a traditional PBX system, be sure to include the monthly internet charges in your cost analysis equation.

2. Bandwidth

The bandwidth of your internet connection is another factor that must be considered prior to making an upgrade. The bandwidth defines just how fast data can flow over the internet – and if you’re going to be using the same connection for your data and VoIP needs, this consideration becomes extra critical. Compared to an on-premise VoIP solution, a hosted PBX requires more bandwidth because everything is stored at a remote destination. The data has to be sent to there to allow calls to be placed and other VoIP features to be used. You must also factor in the number of users that will be using the solution. Remember that no matter how good the cloud PBX might be, if your bandwidth isn’t able to sustain it, you won’t be able to make high quality calls without any latencies and delays.

3. Customization

Your business runs around a specific model and has its own certain needs and requirements – so your PBX system should be customizable and adaptable enough to cater to them. Some of the top VoIP solutions on the market allow you to add or remove features to your subscription based on your needs. It’s of paramount importance that you review all available options before deciding, to ensure that you find the best possible fit.

4. Features

A lot of research and development has taken place in the VoIP industry over the past couple decades, and this has led to a myriad of new multimedia/collaboration features. When choosing a cloud PBX for your small business, make sure that you get one that has most (if not all) of the following features: auto-attendant, call screening, call forwarding, conference calling, find me/follow me call routing, music on hold, voicemail to email transcription, call analytics and reports, coaching tools, do not disturb, caller ID, call waiting, online meetings, call integration, presence, 3 way calling, unlimited calling, group call pickup, internet fax, call park and call transfers. In addition, you’ll also find it beneficial if your VoIP solution can integrate with other often-used enterprise software like Zendesk, G Suite, Outlook and Google Calendar, etc.

5. Customer Support

It’s almost inevitable that you will run into some problems while using the cloud PBX solution, especially during the early days. It’s therefore important that your service provider has a dedicated customer support team that’s available six days a week, if not seven. You can often gauge the effectiveness and receptiveness of a company’s support team by going through its customer testimonials and reviews, if they are available online. Keep in mind that the customer support team is going to be your savior during crunch situations, as they will be responsible for relaying your concerns to the company’s technical staff.

Final Word

Cloud based VoIP telephony brings a lot of features to the table – but before you can make an upgrade, you have to consider factors like the ones mentioned above. The sales guy might have convinced you of the benefits that cloud PBX offers, but if your budget doesn’t allow you to sustain a subscription in the long run, you shouldn’t consider upgrading. You must also assess your internet connection bandwidth prior to putting the load of a VoIP system on it. Checking whether a VoIP solution has the features that you require and determining the levels and nature of its customer support is also important.

All in all, spend as much time as you want doing groundwork and taking preliminary steps before you upgrade to a cloud PBX – because it will eventually save you a lot of time and money.