This is precisely where the in-house telephone comes in. It helps to
Points to remember :
- An in-house telephone helps to streamline communication between employees and reduce the costs associated with day-to-day exchanges.
- The three main models (PBX, IPBX and cloud telephony) each have their own advantages and limitations, and it’s worth comparing them according to your needs.
- Cloud telephony stands out for its mobility, ease of deployment and ability to grow rapidly with your business.
- The choice of a telephony system depends on concrete criteria: number of users, budget, reliability of Internet connection and desired level of integration.
- Making a successful transition to a modern system involves preparation, team training and performance monitoring to take full advantage of the new functionalities.
What is a company telephone?
An internal telephone network enables employees to call each other free of charge, without going through an external operator. These are also known asinternal telephone calls. In a call center or SME, this avoids saturating customer lines.
The difference is simple: an internal call remains on the company’s system, while an external call transits the public network. This distinction is not just a technical one. It has a direct impact on the fluidity of exchanges and on bills.
In a nutshell
An internal company telephone is first and foremost a means of simplifying day-to-day communication and reducing the costs associated with exchanges between colleagues.
The different types of internal telephone systems
Not all companies have the same needs. So there are several technologies, which still coexist today. Each has its advantages, its limitations, and above all a different cost of entry.
Traditional switchboard (PBX, PABX, RTC)
The classic switchboard operates via the switched telephone network (PSTN). The company’s landline telephones are connected to a central box (the PBX), physically installed on the premises.
The benefits? Total autonomy: your internal calls are free, and the system remains independent of the Internet. But the drawbacks are considerable: expensive hardware, regular maintenance, lack of mobility. At a time when many teams are working remotely, the PBX is finding it increasingly difficult to meet expectations.
According to ARCEP, the historic copper network (PSTN), used for fixed telephony and ADSL, will be phased out between 2023 and 2030. Fiber optics will become the reference infrastructure, offering higher performance, lower maintenance costs and essential for new uses (telecommuting, teleconsultations, VoIP).
IPBX standard (VoIP and Internet protocol)
TheIPBX ushers in the era of IP telephony. Calls are made via the Internet Protocol(VoIP – Voice over Internet Protocol). As a result, there’s no need for complex wiring – all you need is a stable Internet connection.
Advanced features make all the difference: centralized voicemail, call transfers, real-time supervision. Calls can be made from a computer, a softphone or even a cell phone connected to the network.
The IPBX is often seen as a good compromise: it modernizes communications, while keeping the system hosted on the company’s premises. But it’s still technical to deploy, and sometimes requires a specialized service provider for installation and maintenance.
Example
An SME with 40 employees can use an IPBX to manage its communications. Each workstation is
Cloud telephony (Centrex, SaaS solutions)
The latest model is also the most recent: telephony in the cloud. Here, everything is hosted remotely by a specialized provider. Also known as Centrex or SaaS solutions.
Its strengths?
This is the preferred solution for growing companies, call centers and multi-site structures. However, it is totally dependent on the quality of your Internet connection.
Simplified comparison
| System type | Benefits | Limits |
|---|---|---|
| PBX (PSTN) | Autonomy, free internal calls | High costs, no mobility |
| IPBX (VoIP) | Advanced functions, integration possible | Technical installation, IT-dependent |
| Cloud (Centrex) | Total mobility, scalable, no hardware required | Internet addiction |
Comparison of in-house telephony solutions
A direct comparison is the best way to decide. Here’s an overview of the three systems, according to key criteria.
Costs
- PBX: heavy initial investment, regular maintenance.
- IPBX: intermediate costs, sometimes requires a dedicated server.
- Cloud: monthly subscription, no hardware, predictable costs.
Ease of deployment
- PBX: complex installation, long lead times.
- IPBX: technical configuration, requires IT skills.
- Cloud: activation in minutes, online administration.
Advanced features
- PBX: limited (transfer, hold).
- IPBX: messaging, supervision, partial integrations.
- Cloud: all modern functions (recording, statistics, CRM integration).
Scalability
- PBX: not very flexible.
- IPBX: possible but costly.
- Cloud: instant adjustment of the number of lines.
How do you choose the right phone system for your business?
Each company has its own particularities. A law firm doesn’t have the same needs as a call center with 50 agents. So the first step is to assess your real needs.
Ask yourself the right questions: how many employees need to receive internal or external calls? What is the volume ofincoming and outgoing calls? Do your teams work from home or on several sites?
Selection criteria to consider
- Number of users: a PBX may be sufficient for a small structure, but a growing SME will quickly need a more flexible system.
- Available budget: would you prefer to invest in long-term hardware (PBX/IPBX) or spread out the expense with a cloud subscription?
- Mobility and integration: should your employees be able to make calls from a CRM, a mobile application or a laptop?
- Reliable Internet connection: without a stable Internet connection, VoIP becomes complicated.
Quick tip
Make a list of your business needs before looking at the offers. This will help you avoid choosing a system that shines with its promises , but is oversized for your business.
Modern solutions and tools for efficient in-house telephony
Today, companies are looking for solutions that are simple, quick to deploy and capable of evolving with them. The IP telephony and cloud telephony are the perfect answer to this need.
They connect employees wherever they work, integrate telephony with business tools (CRM, ERP, helpdesk), and centralize all communications in a single dashboard.
Some tools combine all these functions in a single platform. For example, Kavkom offers a 100% cloud telephony solution for in-house teams, with predictive dialers to accelerate prospecting and real-time supervision to coach agents – all without outsourced call services. Set-up takes just a few minutes, no hardware is required, and billing is prorated.
Costs and profitability of an internal telephony system
Price is often the decisive argument. But you have to look beyond the immediate cost to understand profitability.
Visible and hidden costs
A PBX switchboard involves an initial hardware purchase (server, box, cabling). Added to this are maintenance, technical interventions and sometimes software licenses. The result: a hefty bill that’s hard to anticipate.
An IPBX reduces hardware investment, but often requires a dedicated server and IT skills. Implementation and upgrade costs must also be taken into account.
Cloud solutions are subscription-based. With Kavkom, activation is instantaneous, with no installation costs or commitment. Invoicing is 100% transparent and prorated to usage, guaranteeing total cost control.
Impact on productivity
A modern system isn’t just for making calls. It helps to streamline communication, reduce wasted time and deliver a better customer experience. A saturated line or an unsuccessful transfer is costly in terms of missed opportunities.
At a glance
Communication costs are not limited to the monthly bill. They also include the time saved or lost by your teams, the satisfaction of your customers and the ability to grow your business without technical constraints.
Implementing a successful transition to a modern system
Changing telephony systems can seem daunting. Many companies fear service interruptions, technical complexity or team resistance. However, with a structured plan, the migration goes smoothly, and can even become an opportunity to rethink internal communications.
1. Evaluate the current system
Start by taking stock. What are the weaknesses in your infrastructure? Repeated breakdowns? Lack of mobility when your staff are on the move? Or the high cost of maintaining an aging PBX?
Note also what works well. Some switchboards still offer good autonomy for internal calls, but are blocking the company’s growth. You can use this snapshot as a basis for measuring the benefits of the new system.
2. Choose the right model
Once you’ve identified your needs, it’s time to choose. The PBX remains an option if you already have the equipment and your uses are not changing. The
Your choice will depend on your priorities: security, budget, scalability, integration with your business tools. Take the time to compare, as each system implies a different way of organizing day-to-day operations.
3. Prepare for migration
A successful transition depends on good preparation. Back up your data, in particular your contacts andtelephone call histories. Define access rights : who will have a direct telephone line, who will use an extension, and which employees will benefit from advanced features such as supervision or voicemail.
And don ‘t forget to schedule migration outside peak periods. Setting up on a Friday evening or weekend will limit disruption.
4. Train your teams
A new system, however intuitive, can be disorientating. Plan short training sessions to explain the new features: simplified call transfers, online dashboard, Internet connection for calling from a laptop.
Employees need to understand not only how to use the tools, but also how they make their daily lives easier. Present the system as a help, not as an additional constraint.
5. Monitor performance
Once the system is in place, don’t stop there. Modern solutions offer detailed reports: call duration, call pick-up rate, average waiting time. Analyze this data on a regular basis to make sure your objectives are being met.
If you notice any blockages (for example, lost incoming calls at peak times), adjust your queues or routing rules. Monitoring is an ongoing process that keeps telephony smooth and efficient.
A word of advice
Never underestimate the human dimension. Even the most advanced technology can fail if your teams don’t embrace it. According to Harvard Business Review France, the majority of digital transformations fail, not because of the technology, but because of a lack of human involvement. Success depends on the ability to involve teams, gather their needs and change the organizational culture.
Involve them in the project from the outset, gather their requirements, and involve them in the testing phase. This participative approach strengthens buy-in and transforms migration into a genuine collective project.
FAQs on in-house telephones
What is an internal call and how do I make it?
An internal call is a communication that remains within the company’s telephone network. Simply dial an extension to reach a colleague, without going through an external operator.
What’s the difference between a business switchboard and a cloud solution?
Business switchboards are often based on physical hardware (PBX). Cloud telephony, on the other hand, dematerializes the infrastructure and enables you to manage your telephone calls from the Internet, with greater flexibility.
Can small businesses use an IPBX or a cloud solution?
Yes. Small businesses often find cloud solutions an economic advantage. They avoid buying expensive hardware and benefit from advanced functionality right from the start.
Conclusion
An in-house telephone is the backbone of your daily exchanges.
The PBX is still suitable for certain stable environments, but quickly shows its limitations. TheIPBX offers modern functions, but remains cumbersome to manage. Finally, cloud telephony combines simplicity, mobility and scalability.
If your aim is to support the growth of your teams and streamline customer relations, the question is no longer “if” but “when” to migrate to a cloud telephony solution.
And if you want to move forward without constraints, there are players like Kavkom who offer immediate activation, with no commitment, and human support from the very first calls.
