Hosted PBX: Expanding Service Providers’ Portfolios

by Hossam Amin

Nowadays, Internet Service Providers (ISPs) offer a number of services such as high-speed internet and broadband telephony. Using the same facilities that run these services, ISPs have been able to enter various commercial markets. As a result, it is only a matter of time before they consider expanding into other internet-based markets. One such market is that of the potentially profitable hosted PBX. After all, ISPs already have the necessary network infrastructure and gateways needed to operate a hosted PBX. By investing in perhaps a dedicated server and new software, expanding to the hosted PBX market can be very straight forward indeed.

Software running a hosted PBX allows a service provider to target small and medium-sized enterprises (SMEs) that have established data networks. Any SME, wherever it is in the world and as long as it has a wide area network (WAN), can receive a hosted PBX service. Furthermore, from a hosted PBX administrative standpoint, it makes no difference whether SMEs have single or multi-branch offices. In fact, multi-branch companies benefit greatly from a hosted PBX setup because it eliminates long-distance charges from telephone communications between offices.

Operating a hosted PBX enables service providers to offer advanced PBX features to their clients. In fact, SMEs who subscribe to a hosted PBX can enjoy the same calling features that are usually found only in large enterprises. Thanks to the offsite hosting of the PBX technology, service providers are able to offer a vast array of features such as call hunting, call forwarding, and unified voice messaging. In addition, a hosted PBX solution allows each SME to have a distinct customized auto attendant, which can forward incoming calls to their destined users.

Managing a hosted PBX is simple. With web-based administration, carrying out Moves, Adds, and Changes in a hosted PBX is far from complicated. A specific web interface exists for each of the three main levels of a hosted PBX: the service provider, the SME network administrator, and the end user. Moreover, setting up a hosted PBX using its web interface, takes only a few minutes and a service provider can send SMEs configured IP phones and adapters that are plug-n-play ready. Even if end users want to change the numbers and extensions assigned to their phones, the provisioning feature of a hosted PBX allows the SME administrator to handle all user changes seamlessly from the software’s web interface.

In short, there is a lot of prospect for service providers in the growing hosted PBX market. Given their existing internet infrastructure, they can easily start offering hosted PBX services with all the latest and most advanced PBX features to small and medium-sized enterprises wherever they may be. That’s why the potential gains from running a hosted PBX service are really unimaginable.