The verdict is in. Limited business reach, fewer calls privacy, higher business cost, missing call center analytics, limited data security, no customization are some of the challenges when it comes to the adoption of business communication equipment such as IP PBX.
IP PBX can enable customer support representatives to work efficiently and even improves internal and external business communication. The use of business communication equipment can’t be optional, it’s mandatory.
Without proper implementation and choosing the wrong equipment can cost you brand image, less productive agents, poor customer support, inefficient internal and external communication.
For most companies, the emphasis should be on implementing the right business communication tools, solutions, and equipment. What’s needed is to take a decision on what solution to be implemented: Open Source IP PBX or Proprietary IP PBX?
The 3C’s of Open Source IP PBX Adoption: Customization, Cost, and Community Support:
At *astTECS, we design open source asterisk based IP PBX deployments around the 3C model.
Asterisk based Open Source PBX is IP based so it can be easily customized as per the business requirements. Asterisk source code can be modified to customize the PBX dashboard according to the industry or to increase the call capacity.
In proprietary, you don’t have the luxury of customizing the solutions according to you. In this case, only the manufacturer or the developer has access to source code, and they can only customize the solution.
At *astTECS we expertise in customizing the IP PBX according to the business requirements. We have customized solutions for different industries such as hospitality, healthcare, and real estate, etc.
Custom IVR Design:
Interactive Voice Response Technology (IVR) can be easily integrated with IP PBX. IVR can automate the interaction with customers or callers; this technology gives customers the option of self-service.
Designing your own IVR is not possible in a proprietary system, you will have to follow the guidelines and restrictions imposed by the manufacturer of the system while in the case of open source you can design and decide the level and types of IVR according to your business requirement.
IVRs (Interactive Voice Response System) has a pre-recorded message option that can greet your callers with personalized message enhancing their experience and elevating the brand image.
Integration with CRM:
Asterisk IP PBX can be integrated with popular CRM systems. Integration with CRM helps in improving lead management, real-time calling data, better customer experience, access to marketing analytics, and increased efficiency.
This is the major roadblock when it comes to proprietary IP PBX as every company uses different CRMs according to their budget and requirements, but proprietary systems only allow integration with some of them or in most cases they only integrate with the manufacturer own proprietary CRM.
This restricts the companies in terms of choosing the collaboration, communication, and data management tools while in the case of open source, you are free to choose tools according to your requirements.
*astTECS IP PBX can be easily integrated with CRM according to business requirements. We have customized CRM according to different industries, and that can be integrated with different productive tools such as Click-to-call.
*astTECS IP PBX can be easily integrated with all the popular CRMs like ZOHO, Salesforce, Sugar CRM, lead squared, and vtiger etc.
Integration with Communication Tools:
Customers can reach out to you on any communication platform – Whatsapp, Chatbot, or SMS. If your customers are everywhere, then you also should be there. Open Source IP PBX can be easily integrated with different communication tools such as WhatsApp, and an automated chatbot can be easily created to answer the pre predicted and popular queries.
Upgrades, updates, integration, and collaboration, are not in your hands with proprietary IP PBX. Everything from updates to integration lies in the hands of the manufacturer. Before implementing the proprietary IP PBX, you should make sure if their equipment can be integrated with communication tools or not.
The open-source IP PBX system can be easily integrated with all the communication tools as the company implementing the solution will have full access and control over the source code.
For internal communication, IP PBX can be integrated with internal communication tools such as Slack and Microsoft Teams.
Open Source IP PBX can be interoperated with all the VoIP devices, it can be easily integrated with IP Phones, gateways, cards, and other devices. Interoperability does not limit you to use the same company devices and phone, unlike proprietary IP PBX.
Proprietary IP PBX systems only operate with the same manufacturer’s devices; it doesn’t have the flexibility to operate with different manufacturer devices. For instance, if you have IP PBX implemented by one company, then you need to buy IP phones from the same company; otherwise, they both will not support each other.
In the open-source there are no such restrictions, i.e no vendor lock-in, if you have implemented the open-source IP PBX of one company and IP phones of another company, then they will easily interoperate with each other.
Who doesn’t like free? Costing is one of the major factors while deciding the equipment and software for the business. Open Source equipment is freely available as their source code is available and shared with the community.
Licenses, updates, integration, and customization everything is charged extra by the company providing proprietary systems. All these requirements are mandatory to be implemented, and every small thing will burden your pockets.
While in an open-source system, there is no extra cost for licenses, customizations, and integrations unless you don’t have the capability and team to implement it as source code is available to all.
However, there is a cost associated with everything as you need hardware to run open-source software as well. Even the customization requirements need costing and integrating the IP PBX with communication tools such as WhatsApp also requires extra effort and cost.
Business communication is essential, and while you are working to provide the best customer support, you need to ensure no downtime. Sometimes, you work with customized solutions, and to work with such solutions your employees need additional support or training
Customer support executives are slogging through hours, and they may need support anytime. The company providing customized solutions should be available to support customers 24*7.
Developers are working day and night globally to make open source products and communities a success. The Asterisk community is working to develop IP PBX to make it more efficient so that call centers can work efficiently.
There is no community in proprietary systems, for every small fault or change you have to reach out to the manufacturer customer support and only they have the ability to resolve the issues in the proprietary system.
Community: Knowledge and Support:
Open Source communities are always keen to develop and support each other. Open source products always seem to be vulnerable to attacks, but they are not. Open source communities share knowledge, mentor each other, share ideas, and solve problems.
Support from the community helps products to develop faster, innovate, apply new technologies, and detect bugs to make the code error-free.
Certifications: *astTECS Asterisk based Open Source IP PBX is TEC Certified
Certifications are a way to show the product expertise by the company, measure competence, and help in winning the user’s trust.
*astTECS IP PBX is TEC certified and it is the first open-source IP PBX to be given TEC certification.
Read More about TEC Certification.
Conclusion: The “3Cs” of Open Source IP PBX Adoption:
Use these 3Cs to decide on implementing IP PBX for your organization
- Select the IP PBX which allows customization and easy integration
- The open-source service provider should be able to provide 24*7 support
- With better service and customizations costing is always involved
- Open Source system approved by TEC certifies that it meets all the standards set
Now, We have thrown enough knowledge on open source and proprietary IP PBX systems it’s your turn to decide on which system fulfills your business requirements as both the systems have their pros and cons. We have explained it in detail in the blog; if you still have some doubts about the solution, then you can contact us or leave a comment below.