Cloud or, as it is also called, virtual PBX is a new word in organizing office communications. The modern solution is fundamentally different from analog telephony, because in this case there is no need to resort to laying wires, but rather having access to the Internet. Cloud PBXs, the base of which is located on the provider’s server, allow you to set up a multi-channel network with the ability to forward […]

Virtual telephone network

Cloud or, as it is also called, virtual PBX is a new word in organizing office communications. The modern solution is fundamentally different from analog telephony, because in this case there is no need to resort to laying wires, but rather having access to the Internet.

Cloud PBXs, the base of which is located on the provider’s server, allow you to set up a multi-channel network with forwarding capabilities, which makes it possible to process a huge number of calls simultaneously.

IN modern world time is valued very highly, and for a business to be successful and prosperous, it is necessary to ensure fast, unhindered access to the proposed product for potential clients, and IP telephony copes with this task in the best possible way.

Today, you can receive calls coming through a multi-channel telephone network from any available mobile device, be it a phone, smartphone or tablet, for which separate software was developed for the main operating systems.

Additional benefits of virtual PBX

One of the strengths cloud PBX is a voice menu, also known as an “electronic secretary”. This useful option ensures that the client is connected to the desired subscriber, which reduces the load on the telephone line.

Another advantage of innovative communication systems is video calls, which are not available when using analog stations. As you know, productive office work is based, among other things, on video conferencing, remote negotiations and meetings, for which there is no need to go on business trips, as was previously the case.
Also, now there is no need to rent separate conference rooms and there is absolutely no need to break away from the main work process. Even being on different continents, employees of the same enterprise will be able to freely discuss work issues and solve the most important tasks.

Virtual PBX scheme

Virtual fax is another know-how of a PBX based on the provider’s service. You just need to print the document delivered to email in automatic mode. Don't want to receive calls from certain numbers? Just blacklist them, as is done when using traditional mobile communications.

These are not all the advantages of a cloud PBX. To these you can also add compatibility with the site, thanks to which the client has a unique opportunity to dial the company directly from the electronic page by pressing the appropriate button.

Want to monitor the effectiveness of your virtual connections? Connect to the reporting service, and you will always keep your finger on the pulse of events inside the office. Of the requirements for setting up cloud telephony, only one condition can be highlighted - a stable data transfer speed (not lower than 512 Kbps in both directions).

If we briefly formulate a list of the advantages of a virtual PBX, we will get several main points:

High speed;
access to almost anywhere in the world;
ease of connection and maintenance;
wide functionality;
affordable price.

By installing a cloud PBX in your office, you will undoubtedly save time and money by reducing the number of employees (operators), and you will not need to purchase expensive equipment and run kilometers of wires. The transition to new technologies guarantees a reduction in communication costs by more than 75%.

Cloud PBXs: comparison of the most popular providers

Having decided to purchase a virtual PBX, it is important to choose the most attractive product from all those on the market. It is quite difficult to compare virtual ATCs due to the fact that they all provide service at approximately the same level.

Often subscribers give preference to those providers with whom they have already cooperated, and the quality of their service has not raised any complaints. Before concluding a cooperation agreement, make sure that the service provider sells high-quality communications (no noise or interference, decent data transfer speed, etc.). Also pay attention to confidentiality guarantees and level of technical support. No less positive aspects are the presence of a variety of tariff plans and user-friendly interface.

Cloud PBX scheme

If you carefully study the information services market, you will see that in Russia at least six dozen providers are engaged in such activities, but we will agree with authoritative experts and highlight the most successful of them. Thus, the companies Mango Telecom, MMT, Telfin, Zadarma and Rostelecom are leading the list.

When connecting to a cloud telephone exchange, the client will receive a turnkey service; all they need to do is register on the website and carry out necessary settings V personal account.

Optional equipment

According to this characteristic, cloud telephony wins. All you need to do is sign an agreement with the service provider and buy IP phones. There is no need to buy other equipment (wires, gateways, servers). You can do without buying phones by setting up call forwarding to SIP-Fon or Skype. When organizing a standard PBX, purchasing equipment requires serious investments.

Independence

A virtual PBX makes it possible to seamlessly change offices, which is problematic when using a standard PBX. If you move, you will have to re-switch and transport all the equipment, and look for a new communication provider.

No internet connection

With a virtual PBX, even if there is no electricity or Internet connection in your office, you will be able to receive and process a call, since the virtual PBX equipment is hosted by the provider and has backup communication and power channels, which ensures trouble-free operation of the system. Incoming calls will be sent to mobile numbers employees.

PBX support

When choosing a PBX, you need to pay attention to how the system is serviced and supported. To maintain the operation of a traditional PBX, you will most likely have to hire qualified employees or work with representatives of the developer.

Virtual PBXs have a clear and simple web interface, where you can configure the system yourself and, if necessary, use the technical support of the service.

You can connect a virtual PBX within a day, and depending on the number of automated workstations and the complexity of the system, you can implement it in a few days - a few weeks (depending on the complexity).

List of major virtual PBX services

Service name/
Characteristics
Number of internal numbers	Depends on the selected tariff	3 numbers (plus can be connected additionally) on the “Virtual PBX” tariff	Unlimited amount	One multi-channel number	Up to 10 thousand numbers	Depends on the selected tariff
Number of extensions	Depends on the selected tariff	Not limited	Not clear	Depending on the tariff	Unlimited amount	Depends on the selected tariff	Depending on the tariff
Presence statuses
Call statistics and monitoring
Employee activity statistics
Free calls between employees
Receive/send SMS
Displaying customer information on an incoming call
Smart call distribution
Forwarding
Redirect all incoming calls to a specified number
Call recording
Recording messages
Black list
Differentiation of rights for users
Fax to mail
Setting up call routing
Using an IP phone, softphone and analog phones
Number of tariffs
Cost of the cheapest tariff, month	490 rubles	150 rubles		880 rubles		650 rubles	590 rubles
Cost of the most expensive tariff, month	2450 rubles	299 rubles		4980 rubles		2500 rubles	2390 rubles
	One multi-channel number	One multi-channel number	Sixteen communication channels	One multi-channel number		Three multi-channel numbers	One multi-channel number
				One multi-channel number	Up to ten thousand multi-channel numbers		One multi-channel number
API integration	Provided	Provided		Present	Present	Present	Present
CRM, CMS, B1 - systems, other software
Test period
Availability of a test period	Present	Present	Present	Present - 100 rubles per balance	Present	Present	Absent
Duration of the test period
Limited functionality	Unlimited					Is not limited
Working hours			Every day (24/7)		Monday-Friday, from 9.00 to 18.00 Moscow time	Monday Friday; from 9 to 19 Kyiv	Every day (7/0), from 9:00 to 20:00
Communication methods	Phone, mail, all famous messengers (whatsapp, skype, viber, telegram and social networks	Phone, email, feedback form on the website	Call, online chat, mail	Phone, mail, teamweaver, online consultant, call back	Phone, mail	Call, call back, online chat, mail	Call, online chat, mail
Average response speed			In an online consultant - instantly; by mail - no response received	1 hour by mail; 2 seconds - online consultant		In the online consultant immediately; by mail - - 2 hours
Information content of answers	Informative		Informative	Informative		The most informative communication is through an online consultant	The answers are informative
Available reference materials

Review of sites in terms of ease of use

The service’s website pleased me with both its design and text content. The information is presented clearly, beautifully, and neatly. Does the website make you want to order the company’s service? Yes, it does. There is no intrusive call back window or online consultant, competitive advantages are well described, leading clients and awards are listed. No deficiencies found.

The MTT website interface has its pros and cons. We liked it because it was informative. All information is divided into intuitive sections. The descriptions are also easy to understand. The service lacks beauty and aesthetics. There are no selling elements in it at all.

I really liked how informative the site was. On home page you can read a lot about the company, including the benefits of the service, a description of features and tariffs. In addition, you can watch a video presenting the site’s services. The only problem is that the site is not very convenient to view. It seemed to us that the designers could have done their job better, but still very good.

The advantages of the site are its simplicity and ease. This is exactly the impression he leaves behind. It's a real pleasure to use. The information is covered in sufficient volume. Here you can read not only basic information, but also about the benefits of using the service and reviews from satisfied customers. The only thing that distracted me was the frequent offer to contact an online consultant during a long stay on the site. It’s good that the online consultant is present, but the question is how tactful he is.

Having seen the Oktell company website, you will immediately want to sign an agreement with them. Then, perhaps, you will change your mind, but you can’t change the first impression. This scale will fascinate you. As befits a major market player, the site is designed in official, muted tones. On the site you will find everything about the capabilities of the service, success stories of companies, as well as a “strong” list of clients. You won't find only one thing - information about tariffs.

I liked Stream Telecom because it was informative. It is made with high quality, with love. This can be seen in small details and a careful description of the benefits. The visual component and information content are at an equally high level. For communication, an online consultant is provided, who very cheerfully responds to the desire to contact.

It seems like there’s nothing to complain about, and we won’t do it, but there is a feeling, “we’ve seen this somewhere.” The feeling of uniqueness is missing. However, the site is convenient, informative, and ergonomic. If you can scrape together any shortcomings in it, they are all so insignificant that their name is subjectivity and fleetingness.

Number of tariffs
Cost of the cheapest tariff	490 rubles	150 rubles	160 dollars (10,028 rubles as of 10/27/2016)	880 rubles		650 rubles	590 rubles
Cost of the most expensive tariff	2450 rubles	299 rubles	640 dollars (40,230 rubles as of 10/27/2016)	4980 rubles		2500 rubles	2390 rubles
Number of rooms at the cheapest rate	One multi-channel number	One multi-channel number	Sixteen communication channels	One multi-channel number	Up to ten thousand multi-channel numbers	Three multi-channel numbers	One multi-channel number
Number of rooms on the most expensive tariff	Unlimited number of channel numbers	Three numbers (plus the ability to connect others for an additional fee)	Sixty-four communication channels	One multi-channel number	Up to ten thousand multi-channel numbers	Twelve multi-channel numbers	One multi-channel number

As you can see from the table, the lowest rates are offered by the Mango Office and Uis services. If you need a functional, inexpensive service, welcome to the hospitable networks of Mango Office and Uis.

At first glance, the service’s tariffs seem to be the most affordable, but it should be mentioned that the “call recording” option is paid separately - 590 rubles per month. Taking these costs into account, it falls into the “market average” category. However, if you do not need to record employee conversations, then the offer will be very beneficial for you.

We decided not to disclose our tariffs. They are announced only when a commercial proposal is formed.

Offers unreasonable prices for both virtual telephony. This is due to the fact that the specifics of their services are somewhat different from the one we are considering.

And they offer average tariffs for the market. It is worth noting that their prices are not too different from those offered by the most profitable services.

Service name	Service name
	Sip phones
	Long-distance and international communications; SMS mailings; call center audit; sale of softphones; call back from the site
	Equipment sales, traffic optimization SBO
	Equipment, IP phones, headsets
	Contact center survey; design of communication processes; automation of communication processes; service support; construction of a turnkey call center
	WebCall callback widget; installation of virtual PBX; changing virtual PBX settings; recording of a voice greeting by a professional announcer (for 1 message); GSM gateway rental (for 1 channel); ATA configuration (Cisco SPA112); setting up an IP phone; setting up a GSM gateway (GoIP); setting up a GSM gateway (other manufacturers); installation of your voice message
	Call tracking;

Virtual telephony services pleased us with a wide variety of services. Each service tries to attract customers with its line of work.

API integration	Provided	Provided		Present	Present	Present	Present
CRM, CMS, B1 - systems; other software		Messenger, Incognito number, call back service		Okbutton - SIP softphone in the browser; Predictive Dialer (progressive predictive calling) - mode for organizing outgoing campaigns; Omnichannel is a development that allows you to organize centralized customer service via voice and non-voice communication channels

We were pleasantly surprised by most of the virtual telephony services. Integrations are offered to suit every taste. It is difficult to identify leaders, because everything depends solely on your needs.

Telephone communication is a necessary form of communication in any office. Thanks to modern technologies, today it is not difficult to provide a company with a reliable communication service. A profitable solution is to connect a virtual PBX. A minimum of equipment and inexpensive tariffs - these are the advantages of a virtual PBX. Let's talk about the features and capabilities of this tool in detail.

How a cloud PBX works: everything ingenious is simple

Virtual, or cloud, PBX (autonomous telephone exchange) is an economical and effective solution that provides new opportunities for organizing office communications. Its fundamental difference from analog telephony is that wires are not used to route subscribers - communication is established via the Internet. The station itself is located on the provider’s server, but the user has access to control.

One of the strengths of cloud PBX is multi-channel numbers with the ability to forward a call to any company subscriber number. The main advantage of multi-channel numbers is the ability to receive a large number of calls simultaneously. In a highly competitive business environment, it is unacceptable to force customers to listen to short beeps on the phone. Today, those who value their customers answer the call the first time, thereby gaining trust and increasing the profitability of the business. In addition, thanks to a multi-channel number, you can receive a call not only using a landline or mobile phone, but also using a tablet or smartphone. Designed for this purpose free apps for four main operating systems(Android, MacOS, Windows, iOS). At the same time, all the advantages of the internal network are retained - the ability to assign extension numbers to the combined phones for quick communication between employees.

Another opportunity of cloud PBX is voice menu, or, as it is popularly called, “electronic secretary”. This is what helps connect the client with the right employee, which allows you to partially relieve the telephone line.

The indisputable advantage of a virtual PBX is also the ability to make video calls, which cannot be done using analog stations. Video conferencing, negotiations and meetings are a productive form of cooperation that allows you to avoid business trips, renting premises and many other costly organizational issues: the savings in time and money are obvious.

Another know-how of cloud PBX is virtual fax. It is received automatically - the fax is sent by email, all that remains is to print it on the printer.

Another function is available, which is also sometimes necessary - blocking unwanted calls, or the so-called black list.

In addition to the above features, a multichannel number allows you to configure integration with the site. This means that the client will be able to call your company directly from the website by simply clicking on the appropriate button or clicking on the image with your phone number.

The service will allow you to communicate with a group at the same time conferencing. Now meetings and negotiations can be held remotely. Agree, this is relevant when employees of the same company are in different cities and even countries or simply do not have the opportunity to appear in the office on the appointed day and time.

Another important advantage of a multi-channel number is the ability to connect to the service reporting- this will allow you to keep your finger on the pulse of events and control the effectiveness of telephone conversations.

If we talk about limitations, there is only one here: the need for a stable data transfer speed. For successful operation of a virtual PBX, the value should not be lower than 512 Kbps in both directions.

Advantages of cloud PBX: faster, cheaper, easier

Comparing analog and virtual PBX, it is easy to see the undeniable advantages of the latter. First of all, there is a colossal saving of time and material costs. There is an opportunity to reduce the number of employees. This is especially important for young companies that are just starting their journey in the business world: they do not need to purchase many telephone sets, run wires, or organize an overly large call center. Also, virtual PBXs greatly facilitate the work of companies that have branches in different regions of the country or partners abroad.

To install a cloud PBX, simply register on the provider’s website and select the necessary functions in your personal account. At the same time, the tariffs for such communications are more than affordable. With the transition to new technologies, costs are reduced by 70–80%.

According to the research company J’son & Partners, the number of virtual PBX users in Russia by the end of 2014 was about 72 thousand clients. Over the next year, the number of connections doubled.

Virtual PBXs are especially popular among small and medium-sized business owners. Also, such a proposal can optimize the work of online stores, because their contact with customers largely depends on the level of reliability and quality of telephony. Cloud PBXs will be an excellent solution to communication problems for companies operating in the tourism, hotel and restaurant businesses, since with the help of this tool you can quickly regulate the number of telephone lines, which is very important during an increased volume of seasonal work.

Cloud PBX increases the mobility of employees, because with its help you can unite even branches located at a far distance from each other. And such a characteristic as scalability will allow you to develop rapidly without thinking about purchasing new expensive equipment.

Which cloud PBX to choose?

If you are interested in purchasing a virtual PBX, then it is important to choose it wisely. This task is not easy, since there are quite a lot of interesting offers on the market. Let's decide what criteria should be used to choose a PBX.

First of all, this is the reliability of the communication provider. Take the time to find out how long the company has been providing similar services and who is on its client list. It would also be a good idea to read user reviews on independent portals.

Before concluding a contract, make sure that the provider offers high-quality communication - without delays and noise, and that its services are presented in a wide range: from technical support to maintaining the confidentiality of transmitted information. The variety of tariffs is also a plus, as it allows you to choose the conditions you need.

The convenient cloud PBX management interface and many settings are also considered an advantage, as they allow you to easily select the parameters you need.

A virtual PBX, among other things, helps evaluate the effectiveness of advertising campaigns and the activities of call centers: it shows the total number of incoming calls, identifies the busiest and least busy hours, determines the ratio of the number of received and lost calls, etc.

Each virtual PBX service provider has its own basic packages. Typically, the standard tariff includes: direct landline number, voice mail, black list, a certain number of internal numbers, voice menu, call forwarding and call detailing. Representatives of small businesses may limit themselves to this proposal.

For larger organizations working in the field of HoReCa or trade, the call center service may be of interest, and for organizations that constantly communicate with consumers (banks, trading companies, call centers and technical support services), purchasing “toll-free numbers” will be useful. 8-800 and 8-804.

Today in Russia there are more than 60 providers providing virtual PBX services. At the end of 2015, seven operators were among the most successful and in demand. This is MMT with its virtual PBX - YouMagic.Pro, Telfin, Megafon, Mango Telecom, Zadarma, UISCOM and Rostelecom. As for the benefits of technical and consulting support, the leaders here are three companies: MTT, Telfin and Mango Telecom.

Virtual PBX is not a fashion trend. This is a truly productive scheme for receiving and transmitting calls without using outdated wired telephones. Availability, mobility, scalability, ease of management - all this makes this solution a truly profitable option for both small and medium-sized and large businesses.

Typically, to coordinate the work of employees and communicate with clients and companies, they use a familiar communication tool - the telephone. However, having a large staff and the need to perform/accept daily a large number of calls, one phone for the entire office is clearly not enough. In this case, there is a need to introduce more serious and modern communication equipment.

To ensure the maintenance of uninterrupted communication, you can install an automatic telephone exchange and distribute telephone lines to workplaces. However, this method has its drawbacks - a significant increase in communication costs, certain organizational difficulties, and technically limited resources. A simpler, more practical and economical way out of the situation is to contact a VOIP telephony provider and organize a cloud PBX in the office. In order to evaluate the benefits of such a communication solution, you should know how a virtual PBX works and what opportunities its use provides.

What is a cloud PBX?

If we talk about the functions of a PBX in general, the station is a company’s telephone system, through which the organization’s internal numbers are connected to external telephone lines and mobile networks. In the case of an analog PBX, the hardware is actually located at the client’s place and is a complex system of devices.

A virtual PBX is not any kind of machine or device. This is a service provided by IP telephony operators and replaces a physical office telephone exchange. In this case, technical equipment and software provider, and the client receives a software IP-PBX for use, the connection to which occurs via the Internet. The use of IP PBX is possible through VoIP phones or IP telephony software applications. This decision allows you to quickly and without significant financial costs install telephones in your office and provide each employee with a personal work phone.

How does cloud PBX work?

As for the principle of operation of a cloud PBX, the foundation of IP telephony is VoIP technology - it is this technology that determines the order of transmission of audio data on the Internet. Direct transmission of information occurs using internetworking or Internet protocols. For commercial purposes, the SIP signaling protocol is usually used. All data is stored on the servers of the provider providing the service. At the same time, the functionality of the PBX can be configured by the consumer to suit the needs of a specific business.

The server that ensures the operation of the virtual PBX is engaged in the algorithmic distribution of incoming calls to personal computers, smartphones, laptops, etc. The number of communications media for distribution is practically unlimited. Initially, absolutely all calls are sent to a single company number, which is registered on the server. When a call arrives, the complex system algorithm by which the virtual PBX operates routes the call to the desired address.

In other words, the mechanism of operation of a virtual PBX is as follows: all incoming (simultaneously or at different times) calls are received on the virtual “cloud”, after which the call is instantly redirected by the server, according to the script specified by the administrator, to the recipient’s SIP phone or group of employees. In addition to connecting a call to a physical number, the following logic for processing incoming calls can be configured:

• Play a greeting, sound file or activate a voice menu;
• Forwarding depending on time or day of week;
• Performing an action if all channels are busy or there is no response;
• Receiving a message to voicemail and sending it to e-mail.

Benefits of using a virtual PBX

Due to the nature of the service, to connect telephony there is no need to lay wires, purchase expensive equipment and its further maintenance. It is enough to have a stable and, preferably, high-speed network connection. Thus, with minimal one-time costs, the company receives all the opportunities office PBX, and regular communication costs are reduced to a minimum.

In addition to high quality telephone communications and multi-channel numbers, modern offices require additional functions for efficient operation, which are also included and can be connected within a cloud PBX. This includes:

• Possibility of integration with the site;
• Maintaining detailed reporting;
• Record telephone conversations;
• Video calls, voice mail and conference calls;
• Electronic fax;

As practice shows, the use of a virtual PBX can significantly simplify business processes and optimize costs, and also provides unlimited opportunities in terms of expanding the number of employees. It is equally important that, due to the absence of a physical connection, the office can change its location, and employees can go on business trips, but this will not in any way affect the operation of the virtual PBX and the uninterrupted communication.