• DELanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Produkte

    Produkte

    • Digital & Selbstbedienung

    • Workforce Engagement Management

    • Routing & Orchestration

    • CX-Analytik

    • Automatisierung

    • Offene Cloud-Platform

  • Lösungen

    Lösungen

    • Konzerne

    • KMU

    • Kundenerlebnis verbessern

  • Serviceleistungen
  • Ressourcen

    Ressourcen

    • Ressourcen-Bibliothek

    • Blog

  • Unternehmen

    Unternehmen

    • Über uns

    • DELanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Kontakt
      • Home
      • Glossar
      • Private Branch Exchange (PBX)
      View a demo
      Get a quote
      Resource library

      On this page

      • What is a Private Branch Exchange (PBX)?
      • Explore Products
      • What can NiCE do for you?

      • SCHEDULE A DEMO

      Möchten Sie mehr erfahren?

      Abonnieren Sie unseren Newsletter

      IN VERBINDUNG BLEIBEN

      © 2025 NICE
      • Terms of Use
      • Privacy Policy
      • Legal

      Stay Connected

      © 2025 NICE

      What is a Private Branch Exchange (PBX)?

      A private branch exchange (PBX) is a private phone network used within a company or organization. The primary function of a private branch exchange is to allow employees to connect with each other internally, as well as make and receive external phone calls. In addition, PBXs can also play a recorded greeting for inbound callers, queue callers until someone is available, forward and transfer calls, and enable conference calls.

      Early versions of private branch exchanges used copper wires and analog technology, which had some limitations. Now, many PBXs use voice over IP (VoIP), which provides more flexibility. One of the advantages of VoIP is that now organizations can have their private branch exchange hosted in the cloud, rather than on premises. This can be a more cost-effective model for many businesses.

      Private branch exchanges (PBXs) are sufficient for most businesses, but call centers need something more robust - automatic call distribution (ACD) systems. ACD systems can do everything PBXs do, and more. For example, they allow agents to take calls from multiple phone queues. Furthermore, many of today's ACD systems can route not just calls, but also contacts from digital channels such as chat, which is important given customers' omnichannel expectations.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

      Back to Glossary

      Contact us

      If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

      Omnichannel interaction routing

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Engagement

      Automated notetaking

      AI Copilots

      Interaction Recording

      Quality Management (QM)

      Performance Management (PM)

      Feedback Management

      Interaction Analytics

      Autopilot

      Proactive AI Agent

      Knowledge Management

      Experience Optimization (XO)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI for CX

      Interaction Orchestration

      Workforce Augmentation

      Service Automation

      Platform