Glossary
PBX (Private Branch Exchange) system is the basic telephony system that allows to answer incoming calls, link all phones within the organization into one system. Basically, PBX is the internal communiation system, but nowadays it is widely used withing SMBs to provide customer service as it can route calls and offer other basic features of a call center software with limited capabilities.
PBX systems were developed as internal business communications tools which were designed to ease the internal communication between different employees in one office. Nevertheless, it has changed since small and midsize business all around the world has understood the need in phone systems to service customers. PBX systems was such a software: it offers call routing, transferring and holding capabilities, basic features needed to provide phone-driven service. Modern PBX solutions are a kind of little call centers with limited capabilities, which are still popular among small companies.
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