Drawbacks of hosted phone systems
While the benefits of hosted PBX services are substantial, they have some drawbacks, as well. Here are some considerations you should look into before deciding if hosted phone systems are right for you.
Internet connection
One potentially significant problem with hosted phone systems is that they are completely dependent on your data connection. If your Internet service goes down for any reason, you'll also lose your ability to make phone calls.
This is true for all types of VoIP services. The advantage of a hosted PBX service, however, is that, unlike a site-based IP PBX, it will still be able to answer calls even if your connection is down. The initial greeting, menus, and voicemail will continue to function normally because they are run off-site at your provider's data center.
A hosted PBX phone system also lets you react quickly when problems do occur. If your connection is going to be down for a significant length of time, you can reconfigure the system to send calls to other locations that are still online, such as cell phones, home offices, or satellite offices.
Bandwidth
Just being online isn't enough to guarantee good results from hosted phone systems: the quality and speed of your Internet service is another important factor. In some circumstances any broadband Internet connection will suffice, but some providers could require a T1 connection which is more reliable than cable or DSL.
Larger companies may consider using a private circuit (MPLS T1) to connect directly to the hosted PBX provider. These connections provide optimal call performance, but are often too pricey for smaller businesses.
You can test the speed of your existing Internet connection using this free online tool. While it's not a guarantee, it will give you sense of how well your connection will support VoIP. The providers you speak with should be able to evaluate your current bandwidth situation and your calling volumes to determine if you need to upgrade your connection.
Robust call center features
Most hosted PBX services are not appropriate for large call centers. Advanced calling features like automatic call distribution and detailed reporting are essential for call center applications and commonly available from hosted PBX services. However, they generally aren't as robust as they would be in a dedicated call center solution: while adequate for 5 to 10 agents, they may not have the capacity to handle larger call centers.
Advanced calling features like automatic call distribution and detailed reporting are essential for call center applications and commonly available from hosted PBX services. However, they may not be as robust as they would be in a dedicated call center solution. Before choosing a hosted PBX provider for your call center carefully consider you needs and available options. Read our Call Center Software Buyer's Guide for more.
