VoIP vs PBX – Everything You Need to Know in 2024

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The VoIP vs PBX debate has been raging for years. We’re all looking for a system that won’t be outdated soon, is simple enough to use, and meets our business’ budget. But, with so many options, deciding which to go for is tough.

Understanding the pros and cons of these two competing technologies is the only way to come out on top. That’s why we’ve put together this guide to help you decide what’s best for your business.

Key Takeaways

  • VoIP transmits calls over the internet. It’s flexible and has a relatively low cost of entry. Traditional PBX systems are reliable but generally have higher initial costs.
  • VoIP offers advanced features, including integration with digital tools, while PBX sticks to fundamental communication functions.
  • Security concerns differ, with VoIP requiring robust network security and PBX needing physical security measures.
  • Setting up VoIP is typically more straightforward and less hardware-intensive than traditional PBX.

VoIP vs PBX — Overview

VoIP solutions transmit calls over the internet rather than through traditional telephone lines, offering a modern twist on communication that often includes a broader range of features.

Conversely, traditional PBX systems use more conventional circuit-switched networks to manage calls within a company. Here are the key differences between VoIP and PBX systems:

Feature VoIP Traditional PBX
Initial costs Lower upfront costs Higher upfront investment
Operational costs Varies based on subscription Ongoing maintenance costs
Scalability Highly scalable with minimal physical modifications Limited by physical infrastructure and hardware
Phone system features Advanced features, like voicemail-to-email and video conferencing Basic features such as call transfer and voicemail
Communication channels Supports voice, video, text, conferencing, and more Primarily voice calls
Mobility Easily supports remote work with softphones and mobile apps Limited to office use unless integrated with additional services
Hardware and equipment Minimal on-site hardware; uses softphones and IP phones Requires extensive on-site equipment and maintenance
Available devices Any internet-enabled device Conventional desk phones and proprietary hardware

VoIP systems are often praised for their flexibility and ease of integration with other cloud services, making them attractive if your business is looking for a future-proof solution.

Meanwhile, traditional PBX systems may still hold appeal for organizations with existing infrastructure, or when requiring a certain level of physical control over communication systems.

What is VoIP?

Voice over Internet Protocol, better known as VoIP, is a technology that allows you to make voice calls using a broadband internet connection instead of a regular phone line. It converts sound into digital packets and transmits it over the internet.

VoIP is known for its flexibility, as it can be used on various devices, including smartphones, computers, or specialized VoIP phones. Plus, it supports other communication forms, like video calls and texts.

What is PBX?

A Private Branch Exchange (PBX) is a private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world).

A PBX allows you to have more phones than physical phone lines and permits free calls between internal users. It sometimes provides additional features, like call transfers, call recording, voicemail, interactive voice menus (IVRs), and call queues.

PBX vs VoIP — A Detailed Comparison

Let’s take a deeper look at PBX and VoIP systems, focusing on their respective features, security, cost, ease of use, and how they can impact your business efficiency.

Features and Benefits

In the VoIP vs PBX debate, the features available can often be a deciding factor, with each system offering unique benefits to cater to different business needs.

VoIP advantages:

  • Unified communications — Integrates with tools, like popular CRM services, for a comprehensive communication experience.
  • Advanced call features — Includes call forwarding, conference calling, and voicemail-to-email.
  • Analytics — Provides data on call quality and usage patterns for better customer service management.
  • Scalability — Easily add or remove lines and services to match business growth.

VoIP can merge seamlessly with other platforms, enhancing staff productivity and customer interaction. The adaptability of VoIP is especially beneficial for businesses looking to expand as it can quickly adjust to increased demand without infrastructure changes.

Traditional PBX advantages:

  • Reliability — It’s a stable system that businesses have trusted for years.
  • Control — On-premise systems offer direct management over your communications.
  • Classic features — Extension dialing, call routing, and on-hold messages remain critical to operations.

While traditional PBX systems might lack the breadth of features that VoIP offers, they’re known for their dependability and may provide a sense of security for companies that are accustomed to physical control over their communication systems.

However, when stacked against VoIP solutions, traditional PBX systems fall short in flexibility. VoIP’s dynamic nature ensures that communication capabilities grow with the company, preventing the system from becoming obsolete with technological advancements.

The decision between VoIP and PBX will likely rest on the specific features your business most values—whether it’s the innovative and integrated approach of VoIP or the solid, self-contained operation of a conventional PBX system.


When comparing VoIP vs PBX in terms of security, you should recognize that both systems have distinct security protocols and potential vulnerabilities.

VoIP security:

  • Encryption — VoIP calls can be encrypted, making interception more difficult.
  • Network security — Relies heavily on the underlying internet security measures in place, such as firewalls and anti-virus software.
  • Vulnerabilities — More susceptible to cyber threats like phishing, malware, and Denial-of-Service (DoS) attacks due to its internet connectivity.

One of the main benefits of VoIP is that it can leverage advanced encryption protocols to secure voice data. However, since VoIP operates over the internet, it inherits all the typical cyber risks associated with online communications.

Protecting a VoIP system requires robust network security measures and diligent cybersecurity practices.

PBX security:

  • Physical control — On-premise PBX systems offer direct physical control over security.
  • Limited exposure — Traditional PBX systems aren’t directly exposed to the internet, reducing the risk of cyber attacks.
  • Maintenance — Requires consistent upkeep and may need additional security measures to protect against digital threats if integrated with VoIP features.

PBX systems, being mostly isolated from the internet, are less prone to cyber threats. However, this isolation also means that security updates and patches may need to be manually implemented, which can be both a challenge and a security risk if not managed properly.

Ultimately, the choice between VoIP and PBX from a security standpoint will depend on your company’s existing cybersecurity infrastructure and your ability to implement and maintain robust security measures.

Hardware and Ease of Setup

The complexity of hardware and ease of setup can significantly influence your choice between VoIP and traditional PBX systems. So, how do they stack up?

VoIP hardware and setup:

  • Minimal equipment — Requires little more than a router and VoIP-enabled devices.
  • Fast installation — Typically, setup is quick and can be done remotely, reducing initial costs.
  • Flexibility — Easy to add, remove, or change features and services through software rather than hardware.

VoIP’s minimal hardware needs make it an attractive choice if you want to avoid the hassle and expense of complex installations. Setting up a VoIP system can often be as simple as creating an account with a virtual Internet phone service provider.

PBX hardware and setup:

  • Extensive equipment — Requires a significant investment in physical hardware, such as servers and proprietary phones.
  • Long installation time — Setup can be time-consuming and may require professional installation services.
  • Costly to update — Adjusting your system typically requires manual intervention and possible downtime.

The setup of traditional PBX systems is more labor-intensive, needing various physical components and extensive wiring. While this can offer a reliable and controlled environment, it means that changes or expansions can be costly and require significant effort.

So, in terms of hardware and setup alone, VoIP is generally more user-friendly and adaptable, while traditional PBX systems offer a more stable but less flexible option.

Weigh the importance of upfront costs, ongoing maintenance, and the ability to scale when deciding which system best meets your needs.


Traditional PBX systems, with their extensive hardware requirements and maintenance demands, often come with a hefty price tag. On the flip side, VoIP is lauded for its affordability and minimal equipment needs. Here’s a detailed breakdown:

VoIP costs:

  • Monthly plans — Ranging from $20 to $50 per user, with potential discounts for annual commitments.
  • Additional numbers — Local numbers might cost around $10 per month, while special numbers like toll-free or vanity could be between $10 and $20 per month.
  • Equipment — Leverages existing hardware; maintenance falls under the provider’s responsibility, barring existing hardware upkeep.
  • Setup and installation — Possible one-time fee of up to $50, with higher fees for on-site installations.

For instance, a team of 10 could expect a monthly VoIP bill of $200 to $250, excluding any additional numbers or feature tiers.

PBX costs:

  • Initial hardware — For about 15 to 20 users, expect to shell out $5,000 to $9,000.
  • Software licensing — Add another $3,000 to $4,000 to the initial costs.
  • Maintenance — Yearly costs can reach $3,000 to $4,000, excluding the potential need for an in-house IT team, which could cost upwards of $50,000 per employee annually.
  • Setup and installation — Generally costs about $1,000 to $1,500, with ongoing service fees of $1,000+ per month.

With these figures, the total cost for setting up and maintaining a PBX system can range from $25,000 to $50,000 or more, depending on the size of your company.

Here’s a quick cost comparison table for a company of 20 users:

VoIP (for 20 users) PBX (for 20 users)
Initial hardware Minimal (uses existing devices) $5,000-$9,000
Software licensing Included in the monthly plan $3,000-$4,000
Maintenance Provider’s responsibility $3,000-$4,000 + IT staff
Setup and installation Up to $50 (one-time) $1,000-$1,500 + $1,000+/month service fees
Monthly plan $400-$1,000 N/A (covered in service fees)

The stark contrast in costs between VoIP and PBX makes it clear why many businesses have been jumping ship to VoIP. VoIP offers significant savings, especially in the long run, without compromising on features or flexibility.

A Hybrid Option — Hosted PBX VoIP

If you’re still clinging to your traditional telephones, a third option presents itself as a bridge between VoIP and PBX: hosted PBX VoIP. This combines the robust feature set and flexibility of VoIP with the traditional structure of a PBX system.

Hosted VoIP PBX is particularly advantageous for businesses looking for an all-encompassing telecommunication solution without the need for extensive on-site equipment.

Here’s how to understand hosted PBX VoIP:

  • Hosted off-site — The PBX is hosted by a third-party provider off-site, eliminating the need for your business to manage and maintain the physical infrastructure.
  • Cost efficiency — Your business can enjoy advanced features without significant upfront investment in hardware. Hosted PBX VoIP typically operates on a subscription-based model, which includes maintenance and upgrades.
  • Scalable — As with VoIP, adding or removing lines and features is straightforward, allowing your company to scale its communications with growth.
  • Reliable — Service providers often guarantee high uptime and robust disaster recovery plans, ensuring reliable communication channels.
  • Advanced features — You can benefit from VoIP features like call forwarding, auto-attendant, and integration with mobile devices, along with the traditional call capabilities of a PBX.

For businesses torn between the traditional approach of a PBX and the modern approach of VoIP, hosted PBX offers a middle ground. It provides the professionalism and function of a PBX combined with the accessibility and innovation of VoIP.

This makes it a compelling choice if you’re aiming to optimize your communication strategies without compromising on quality or features.


We’ve carefully dissected the VoIP vs PBX conundrum, equipping you with the knowledge to choose a telecommunications system that’s cost-effective, feature-rich, and suitable for your business.

With a clearer understanding of the features, pricing, and unique advantages of each system, you can now make an informed decision. Consider comparing our selection of the best VoIP providers to find a solution that perfectly fits your company’s needs.


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Richard Sutherland
Technology Expert
Richard Sutherland
Technology Expert

Richard brings more than two decades of computer science, business operations, and full-stack development experience to Techopedia. A Computer Science graduate and former Samsung IT support manager, Richard has taught courses in Java, PHP and Perl, and created code for the public and private sectors. A prolific B2B and B2C tech writer, Richard has worked for Samsung, TechRadar Pro, and more.