How to choose a hosted PBX provider

While it's important to choose a service that offers all the features you want, it's more critical to choose one that will perform to your expectations. All the features in the world are no good if the provider doesn't keep them up and running and make sure your employees can access them. Here are some aspects to consider when comparing one hosted PBX provider to another.

Experience
Hosted PBX services have been rapidly growing in popularity recently and, as a result, some new providers are jumping into the market. Some players have done an excellent job providing either dial tone service or data networks, often for years. However, their experience in managing telephony and data centers doesn't necessarily translate to operating a hosted PBX service. Look for providers who have proven they can provide voice services to end users, either in traditional PBX or hosted systems, for at least a few years. Customer references are always helpful, too.

Customer service and training
Try to get a good sense of the customer support each potential provider offers: you'll likely be working with them for years to come. Top-notch customer support is essential for resolving problems and getting the most out of your system. Ask how you can get support, and if it's round-the-clock or only during set hours. Also, find out who you'll be contacting: some companies provide dedicated account managers who will become familiar with your account.

Some companies charge per-incident rates for customer support, while others include it in their monthly fees. Make sure you know the pricing structure for each company you're evaluating.

Also ask about user training. Find out what kind of education they offer, both for end users and for administrators, and if there's an additional cost.

Dependability and SLAs
As mentioned earlier, business-class hosted PBX services provide outstanding reliability. Ask to see both scheduled and unscheduled downtime reports for recent months as part of your comparison. You may also want to ask about SLAs -- service level agreements that specify exactly how much downtime is tolerated and describe how the provider will make up any overages.

However, not all providers offer SLAs, since the service is completely dependent on your Internet connection. If you don't get your connection from the same provider as your hosted PBX service, you're unlikely to get an SLA. Also, some companies only offer SLAs on T1 lines or faster connections, not DSL.

For the best peace of mind, do ask about SLAs or performance guarantees – but understand that providers aren't able to put guarantees on services outside their control.

Additional hosted PBX provider considerations
Look for a company that has other customers of your size. Many hosted PBX providers target companies from 10 to 50 employees; others may target 40 to 100 or larger. Choose a vendor that can handle your current size and any expected growth.

Find out who owns the technology. Providers with their own technology have the advantage of being able to make gradual improvements and react quickly to changes, without having to rely on their technology supplier. If they license the software from a third party, ask about their relationship with the original developer and how often they upgrade their platform.

Also make sure you own all your phone numbers – local and toll-free. If you ever need to change service providers, you'll want to make sure you can keep your numbers.

Finally, when you speak with providers, ask if they're using their own service, and take note of how they sound. More than just showing confidence in their product, this will let you evaluate the quality of the call from your end.