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When people begin the process of shopping for a car, they typically have a wish list of features that they’re looking for in a new vehicle. One buyer may be in the market for a sporty red convertible that reminds them of Ferris Bueller’s Day Off, while another might be looking for a Chevy pick-up truck so that they can blend in at a Blake Shelton concert. Some might prefer satellite radio and heated seats, while others might seek a dozen cupholders and multiple DVD screens for the family. However, in almost every case, the buyer goes into the showroom knowing that they’ll be pulling out onto a highway that looks pristine.

But what if you couldn’t ensure the quality or condition of the roads you drove on?  What if the road was full of potholes?

Thankfully, car owners generally don’t have to worry about the quality of the roads they’ll be driving on.  Small-to-midsize business owners who are evaluating PBX solutions for their call centers, on the other hand, could be placing themselves in jeopardy if they don’t have the right SIP provider. Because the experience of using a full-featured PBX paired with a lackluster SIP provider can be like driving a Ferrari over pavement pocked with potholes.

IP PBX Shopping

Businesses that are in the market for an IP PBX (or Internet Protocol Private Branch Exchange) generally go into their search knowing that they’ll need to make one big decision and a number of smaller ones. Like deciding between a car or truck, they must first decide whether they want an on-premise IP PBX or a hosted IP PBX system. In a previous article, Traditional PBX vs IP PBX? Which is Right for Your SMB, we looked at this in greater depth, noting:

“An on-premise IP PBX is part of a business’ existing local network, like any other server. It integrates with existing systems (such as CRM) and is managed by IT staff. However, on-premise IP PBX requires a strong network infrastructure. A hosted IP PBX system, on the other hand, is delivered via the cloud. A third party manages the IP PBX, including set-up, maintenance, upgrades, and bandwidth.”

Beyond this, there is an array of features that are increasingly common for both types, including video calling support, built-in call queues, interactive switchboards, detailed reporting, recording options, and on-hold music. You can’t forget the on-hold music.

Outfits that manufacture IP PBX units or offer hosted IP PBX services will often emphasize the bells and whistles in a bid to differentiate their products in an increasingly crowded field. They will also go to great lengths to show that they’re plug and play, which means you can take your SIP phones and plug them into the network. But what happens when you start talking?

The Importance of Finding the Right SIP Provider

In the annual survey produced by the SIP School, they asked customers who have installed SIP trunks what their biggest problems were. On the positive side, the percentage of users who have never had a problem with their SIP trunks increased from 16.8% in 2015 to 21.7% in 2016, showing that, overall, the picture is brightening. However, when things go wrong, users continue to point the finger of blame at SIP trunk providers, with over 1/3 of respondents saying that they’re the primary reason for their issues.

So, where are these SIP providers dropping the ball? According to the survey, the problems topping the list for businesses include:

• “One way” audio
• Poor quality (delay/jitter/packet loss)
• Trunks dropping intermittently
• Codec misconfigurations

As the owner of a call center, imagine the frustration for your agents and your customers if, in the midst of a productive conversation, the vocal packets from one party stop transmitting. Or if there’s a sudden degradation of call quality. When agents make an authentic connection with a lead, the last thing they should be worrying about is whether the call is going to drop or if they’ll suffer digital glitches.

Finding the Right Road

Shopping for a big-ticket item like a new IP PBX can be exciting, especially when you consider all of the features there are to choose from. But it’s just as crucial to finding a SIP provider who can ensure that this capital investment pays off, by providing the service and support you need to get your call center off the ground or take it to a higher level.

One of the most interesting findings of the SIP Survey is that so many of the problems that businesses experience with SIP providers could be avoided if the provider simply delivered the right instructions and the right amount of documentation. Whether it’s due to the outdated nature of their network or a lack of commitment to customer service, choosing the wrong provider could put you and your company on the rocky road to ruin.

Looking for a SIP provider that can deliver on your business requirements and give you a competitive edge? Learn how you can improve customer service, boost productivity and reduce costs with our end-to-end 3CX IP PBX solution. To get your business started on making the switch contact us today!

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