What are the differences between a Contact centre and a PBX?
Call centre systems and PBX (private branch exchange) systems are both used in businesses to handle and manage phone calls, but they serve different purposes.
A PBX system is a telephone system that is used to manage and route calls within an organization. It is often used in businesses with a relatively low volume of incoming and outgoing calls. A PBX system is typically used to handle internal calls and to manage external calls through the use of a call menu (IVR) .
On the other hand, a call centre system is a specialized telephone system that is designed specifically for handling a high volume of incoming and outgoing calls. Call centre systems are often used by businesses that have a large number of customer service representatives and a high volume of customer calls. These systems are designed to handle a large number of calls simultaneously and to provide advanced features such as call routing, call recording, and call monitoring.
So when do you need a contact centre system over a PBX system?
Basically, If your business receives a high volume of customer calls and you have a large number of customer service agents, then a contact centre system would be the more appropriate choice. A contact centre system provides the necessary features and functionalities to handle a high volume of calls and to manage customer interactions effectively.
On the other hand, if your business has a low volume of incoming and outgoing calls and a relatively small number of employees, then a PBX system would be the more appropriate choice. A PBX system provides the necessary features and functionalities to manage internal and external calls effectively.
In conclusion, the choice between a call centre system and a PBX system depends on the size and nature of your business, and the volume and complexity of your phone calls. Understanding the key differences between these two systems can help you make an informed decision and choose the system that best suits your business needs.
What’s the difference between a contact centre system and a call centre system?
Not much really, a call centre system is traditionally one that makes bulk auto dial calls versus a contact system that mainly handles inbound calls. Calling a solution a contact centre is seem as more ‘Politicly correct’ in some quarters.
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