On-premise PBX systems not ready for mobile prime time, says survey
Close to a quarter of IT decision makers reported that their on-premise PBX phone systems are not flexible enough to meet the needs of mobile and remote workers, according to a survey of 308 IT professionals by Dimensional Research on behalf of RingCentral.
More than two-thirds of enterprises are dissatisfied with their current on-premise PBX phone system, according to the survey. Other PBX frustrations identified by these IT decision makers include difficulty integrating the system with business applications such as customer relationship management, difficulty in managing and administering the system, and the expense.
"The old premise-based systems were designed to wrap around your phone, meaning you had to take their desktop phone. Even for vendors that built software for mobile phones, it was designed to take their PBX system and wrap it completely around your mobile phone and take it over," Curtis Peterson, vice president of operations at RingCentral, told FierceMobileIT.
"Most premise-based PBX systems work around call forwarding, sending the call out to the mobile phone. That loses all of the features that the PBX is supposed to have, such as warm transfers and the ability to handle multiple calls at once, show presence, record a phone call, and transfer to another line remotely. All of those features and functionality fade away when the user moves into a mobile environment," Peterson said.
"The ability to move back and forth from desk phone to mobile is often very difficult with these systems. I have seen people sitting at their desks decide to start a call on their cell phone instead of their desk phone just in case they have to leave," he added.
Not surprisingly, RingCentral offers a solution to that problem, a cloud-based phone system that works like other apps on a mobile phone. "Instead of taking over the entire phone, RingCentral is just another app on your phone …That allows you keep your personal phone while having an app that looks like you are making and receiving calls directly from your business. You have all of the PBX functionality in the application," he explained.
The RingCentral cloud phone system also enables IT administrators to program and manage the system from their mobile phones. "Our phone system is completely configurable from a mobile device, all the way to the administrator level," said Peterson.
- check out the RingCentral survey release