Final answer:
A PBX (Private Branch Exchange) system is used by companies to manage their internal phone network, handle external calls, and redirect them to the appropriate service providers within the organization. This technology has enabled more consumer choice and better communication services with the shift from wired to microwave and satellite transmission.
Step-by-step explanation:
The telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers is known as a PBX system. A Private Branch Exchange (PBX) system allows a company to manage its own internal phone network while handling external calls efficiently, redirecting these calls to the appropriate service providers or departments within the organization. This system can integrate with technologies like VoIP (Voice over Internet Protocol) and call routing systems to provide additional features such as call queuing, interactive voice response (IVR), and call analytics.
With the change from wired phone service to microwave and satellite transmission, multiple firms can use the same transmission mechanism, which, along with the growth in cellular phone systems, has broken up former monopolies like AT&T. This technological evolution has led to more consumer choice, cheaper telephone calls, particularly for long distance, and generally better-quality services. PBX systems are part of this technological shift, offering more efficient communication options for businesses and their customers.