Quick take: if most of your workload is straightforward inbound routing with basic reporting, a hosted PBX is usually the cleanest, most cost-effective path. If you live in queues, SLAs, dispositions, coaching, and wallboards—step up to a hosted call center. Here’s a simple way to decide (and avoid paying for features you won’t use).
Start with your use cases (be honest)
- Phone system first (PBX): You need IVR, extensions, voicemail, recordings, business hours, and predictable costs. Start with TrioPBX Hosted PBX.
- Support desk / inbound-first: Skills-based routing, queues, hold/whisper/barge, SLAs, and live dashboards are must-haves. Go with TrioPBX Hosted Call Center.
- CRM-centric workflows: Calls need to log to deals/tickets, create contacts, and trigger follow-ups. Use PBX/CC plus integrations: Zoho, HubSpot, Salesforce.
Don’t get taxed by “unlimited minutes”
Many vendors price high in the name of unlimited minutes. If you’re an inbound-first team, you can end up subsidizing heavy outbound dialers—paying for minutes you’ll never touch. TrioPBX favors transparent per-user pricing with fair usage so inbound orgs aren’t penalized. See our head-to-head: TrioPBX vs. RingCentral.
Five quick checks before you choose
- Inbound vs. outbound mix: Inbound-heavy? Prioritize IVR, queues, SLAs, and live dashboards.
- Team model: Desk phones or browser + mobile? WebRTC often beats hardware for hybrid teams.
- Reporting depth: Basic logs vs. agent KPIs, service levels, dispositions, and QA.
- Integrations: Automatic CRM logging & workflows? Start with Zoho, HubSpot, or Salesforce.
- Budget reality: Compare total cost (users, minutes, numbers/DIDs, setup, support). See pricing.
Hosted PBX vs. Call Center: where each shines
| Need | Hosted PBX | Hosted Call Center |
|---|---|---|
| IVR, extensions, voicemail, recordings | ✓ Core capabilities | ✓ Included |
| Queues, SLAs, whisper/barge, coaching | — Basic / add-ons | ✓ Native depth |
| Live dashboards & granular KPIs | — Summary reports | ✓ Real-time analytics |
| Deep CRM automations | ✓ Via integrations | ✓ Via integrations |
| Total cost for inbound-first teams | ✓ Lower (no “unlimited” tax) | ✓ Efficient with right plan |
Migrating without drama
- Keep your numbers: We’ll help you port DIDs and set failover routing.
- No hardware overhaul: Start with softphone/WebRTC; keep desk phones where needed.
- Fast enablement: Short admin/agent training + ready-made call-flow templates.
Who TrioPBX is best for
- Inbound-first teams (support, bookings, clinics, education) that want quality, IVR, and clean reporting—without paying extra for outbound minutes.
- Remote/hybrid orgs that prefer browser and mobile apps.
- CRM-centric teams that need calls logged with outcomes to Zoho/HubSpot/Salesforce.
Ready to see it live? Explore Hosted PBX or the Hosted Call Center dashboard, review plans & pricing, and check the comparison: TrioPBX vs. RingCentral.