Best Business VoIP Providers - Expert Guide 2025

The Business VoIP Providers: A Quick Overview

Below, we review the top business VoIP providers, each offering unique capabilities, from flexible pricing to advanced features and integrations. Whether you're a small startup or a large enterprise, our list includes a solution suitable for any company size.

If you're short on time, here's a quick overview of the best business VoIP providers:

Provider	Pricing	Top Features	Best For
Nextiva Small Business	4 plans from $20-$60 monthly/user with annual billing	Intelligent call routing Social media and reputation management Advanced voice analytics	Online-only small businesses ready to switch to a highly scalable, digital-first platform that also includes inbound/outbound voice calling
RingCentral RingEX	3 plans from $20-$35 monthly/user with annual billing	AI Assistant Unlimited audio conferencing for 1,000 attendees RingSense Conversation Intelligence add-on	Remote or hybrid teams looking for an AI-powered phone system with advanced workflow automation, CRM integrations, and native team collaboration tools
Zoom Phone	US & Canada Metered plan from $10 monthly/user US & Canada Unlimited plan from $15 monthly/user 2 Zoom Workplace+Zoom Phone bundled plans from $18.32-$22.49 monthly/user with annual billing	Zoom AI Companion Advanced third-party integrations and free premium apps for a year Zoom Phone Power Pack	Startups/small teams that want flexible pricing options, the ability to bundle Zoom Phone with Zoom Workplace, and a platform with solutions for every business phase
Vonage Business Communications	3 plans from $13.99-$27.99 monthly/line with annual billing	AI Virtual Assistant Custom call tagging Never Miss A Call features	Mobile teams looking for a basic, but highly customizable, phone system that lets them add features individually, a la carte
GoTo Connect	3 plans from $26-$80 monthly/user with annual billing	Unlimited auto attendants, ring groups, and call queues Unlimited calling to 50 countries AI call summaries	Small teams looking for an affordable phone system with built-in unified communications, unlimited international calling, and highly customizable IVR for self-service
Intermedia Unite	2 plans from $27.99-$32.99 monthly/user	Unlimited calling to 33 countries Intermedia SPARK AI Microsoft Teams phone system	Global SMBs needing unlimited international calling, mix-and-match pricing, and pre-built phone system for Microsoft Teams
Dialpad Connect	2 plans from $20-$30 monthly/user with annual billing 1 quote-based Enterprise plan	Live call transcription on all plans Dialpad Sell add-on Dialpad Ai Recaps	Small-to-medium sales teams looking for a user-friendly phone system that lets them add on advanced outbound calling and agent coaching features as needed
OpenPhone	2 plans from $15-$23 monthly/user with annual billing 1 quote-based Enterprise plan	OpenPhone AI Lightweight CRM Shared inboxes	SMBs with a low daily call volume looking for a phone system with built-in basic CRM tools
Ooma Office	3 plans from $19.95-$29.95 monthly/user	Auto Dialer Caller Info Match Free toll-free number	Teams of under 25 looking for a beginner-friendly VoIP phone system with outbound campaign management and lead qualification tools
Aircall	2 plans from $30-$50 monthly/user with annual billing 1 quote-based Custom plan	Analytics+ add-on Aircall AI add-on Power Dialer with voicemail drop	Small in-office teams that use voice calling as their primary communication channel
8x8	3 bundled plans or build your own platform using APIs. All plans are quote-based	High volume messaging Global coverage in 55+ countries AI-enabled self-service System analytics	Enterprises that need international calling and advanced AI-powered features

 

How We Evaluated+Tested VoIP Providers

In addition to conducting hands-on testing, we used the following criteria to evaluate and select the top business VoIP providers:

• Pricing and Plans: We looked at each provider’s available pricing and plans, affordability, value, extra fees, flexible billing options, and free trial
• Scalability and Product Range: We explored overall platform scalability in terms of tiered plans, individual add-ons, and additional products (contact center and WFM software, UCaaS solutions, etc)
• Available Phone Numbers: We reviewed the types of business phone numbers each VoIP system offered (local numbers, toll-free numbers, vanity numbers, international numbers, etc.) and the cost of additional numbers
• Voice Calling Features: We looked at which essential VoIP features each provider offered, including IVR and auto attendants, visual voicemail, call routing, ring groups, customer callbacks, call recording, etc.
• AI-Powered Features: We explored each provider’s AI-powered automations, including call summaries, live transcription and call notes, real-time Agent Assist, etc.
• Business Texting Features: We reviewed each VoIP solution’s text messaging capabilities, including monthly SMS/MMS bundles, automated outbound texting, group texting, and bulk SMS marketing

• Team Collaboration Tools: We evaluated available team communication and collaboration tools, especially video meetings, team chat messaging, whiteboards, file sharing/storage, etc.
• Additional Communication Channels: We determined if the VoIP providers offered additional communication channels outside of voice and texting (online faxing, customer-facing video calls, social media messaging, website chat, etc.)
• Analytics and Reporting: We reviewed each platform’s real-time and historical analytics, as well as AI conversational analytics like customer sentiment and intent monitoring.
• Third-Party Integrations: We looked at available APIs and compatible integrations with third-party CRM, helpdesk, marketing, CCaaS, video calling tools, and more
• Customer Service and Support: We evaluated available customer support channels, hours, response/resolution times, and self-help options like online knowledge bases and video tutorials.
• Network Security and Reliability: We reviewed provider uptime SLA and compliance certifications, and also looked for 24/7 network monitoring with real-time alerts, access controls, global points of presence, end-to-end encryption, and more

 

Who Made The Cut? The Best Business VoIP Providers

Below, we provide a more in-depth look at best business VoIP solutions, exploring pricing and plans, key features, ease of use, and ideal user base.

The top business VoIP providers are:

• Nextiva Small Business
• RingCentral RingEX
• Zoom Phone
• Vonage Business
• GoTo Connect
• Intermedia Unite
• Dialpad Connect
• OpenPhone
• Ooma Office
• Aircall
• 8x8

 

Nextiva - Best for Ecommerce Businesses

Choose Nextiva If: You're an ecommerce or digital-first business looking for a scalable VoIP platform offering reputation management, live social media and website chat messaging, and chatbots in addition to voice calling.

Nextiva is a business VoIP provider with unique communication channels and social media features. It bundles voice calling, SMS, video conferencing, and messaging apps–plus live chat, email, social media management, and review site management.

Nextiva supports internal team collaboration and includes easy-to-use, advanced calling features–multi-level IVR, voicemail transcriptions, and ring groups.

 

What We Like

• User-friendly phone system: I found Nextiva’s desktop and web dashboard user-friendly, with easy access to each channel and my tasks. The IVR menus and ring groups are easy to build with a drag-and-drop editor.
• Live chat: No other provider offers live chat in a phone system, so Nextiva’s $30 price point is a great value. You can embed chat into your website or app to create a high-traffic touchpoint.
• Social media and review management: While Nextiva alternatives connect with messaging apps like WhatsApp, Nextiva connects with X, Instagram, TikTok, Yelp, Google Reviews, and more–allowing users to engage customers from the Nextiva dashboard.
• Email: Nextiva’s interface combines email alongside the other channels, allowing users to manage all of their daily tasks in one place
• Contact management: One of our favorite parts of using the app was the ability to create notes on contacts and calls. This helped our team members share details about contacts or delineate who should respond to a particular call.

 

What To Know

We recommend Nextiva for small teams without complicated call queueing needs, directing inbound calls to just a handful of agents or departments. It’s a good choice for those new to business VoIP services, with user-friendly routing.

For those seeking more than a phone system, Nextiva is the best option for live chat, social media management, and review site management.

 

Cost

Nextiva’s Core phone system plan costs $30 monthly per user when charged annually, and $35 when charged monthly. It includes all the channels mentioned above and basic call routing. At $40 annually, Nextiva’s Engage plan includes call center features like advanced reporting, queueing, and toll-free minutes. The $60 Power Suite adds advanced IVR, intelligent routing, and AI call transcriptions.

Additional details are available on our Nextiva pricing page.

 

RingCentral - Best for Unified Communications

Choose RingCentral If: You need a feature-rich, AI-powered UCaaS platform that combines voice and video calling, SMS, and online faxing with internal team collaboration tools and deep CRM integrations.

RingCentral RingEX is a business VoIP service that supports unlimited calling in the US and Canada, plus SMS, MMS, team chat, and AI video meetings with up to 200 participants. Create unlimited team chat channels with interactive features like huddles, whiteboards, and file sharing.

The dashboard includes a wide array of routing tools: multi-level IVR, ring groups, and call queues. Monitor calls with whisper and barge technology, and access real-time analytics.

 

What We Like

• Advanced routing and queueing: Companies of any size can customize an intricate routing system with call queues, ring groups, and multi-level IVR with a drag-and-drop
• Customizable analytics: RingCentral’s analytics are the most customizable of any provider I tried. View KPIs like call and message volume, channel usage, queue stats, and customer IVR choices–sorted by date, user, or department.
• Feature-rich mobile app: I enjoyed using RingCentral’s mobile app, which offers a surprising breadth of features, including options to customize call handling and device ring order. Our users forwarded calls to multiple devices so they could answer business calls on whichever device they were using–mobile or desktop.
• Collaboration tools: Create unlimited team chat rooms to create threads, share files and whiteboards, and join huddles with one click. I was especially impressed by the project-management tools, like assigning tasks and deadlines.
• AI video meetings: RingCentral’s video meetings promote collaboration with breakout rooms, whiteboards, and AI tools like auto-summaries and highlights go beyond Zoom’s offerings.

 

What to Know

RingCentral’s biggest drawback is its SMS limitations–just 25-200 monthly SMS per user, depending on your plan. However, each plan includes all the routing and queueing features you want. It’s a great option for teams of any size that want an advanced phone system and team collaboration channels.

 

Cost

RingCentral offers three phone systems costing from $20 to $35 monthly per user, when billed annually. The Core plan includes calling, SMS, team chat, AI video, and multi-level IVR. Higher-tier plans add call monitoring, recording, and business analytics.

Additional details are available on our RingCentral pricing page.

 

Zoom Phone - Best for Pricing Flexibility+Value

Choose Zoom Phone If: You're a current Zoom Meetings of Workplace user looking to integrate voice calling into your communications platform--of if you prioritize flexible pricing options like pay-as-you-go calling or per-user billing.

Zoom Phone is a business VoIP provider with unlimited calling and SMS in the US, along with team chat. For those who want video, Zoom Phone bundles with Zoom Workplace for complete unified communications under $20 monthly per user.

The business VoIP system offers excellent value at a low cost, with a full suite of routing features: custom call distribution rules, multi-level IVR, queues, call monitoring, and call recording. It uniquely integrates with Google Workspace and Microsoft Teams.

 

What We Like

• Zoom AI Companion: Zoom AI Companion is a powerful digital twin that creates content, trains agents, summarizes calls and messages, and provides in-depth analytics
• Full suite of calling features: All Zoom plans include multi-level IVR, call queues, call recording, and monitoring
• Affordable pricing: At $15 monthly, Zoom’s Unlimited calling plan offers one of the best values on our list
• Metered calling option: For companies with low call volumes, Zoom’s Metered plan includes the full suite of features with pay-per-minute calling, starting at an incredibly cheap $10 monthly per user
• Interactive video meetings: For those looking to add video meetings, Zoom’s Workplace bundle is a strong value at under $20 monthly per user. Video meetings include breakout rooms, whiteboards, waiting rooms, and much more.

 

What to Know

I recommend Zoom for teams with low call volumes, those who prioritize video meetings and team chat, or those looking for a cheap and easy-to-use phone system. The option to send unlimited texts is a huge plus. Zoom Phone’s main drawback is its lack of analytics.

 

Cost

Zoom offers two voice and SMS plans that allow users to choose between metered calling (from $10/user/month) and unmetered calling ($15/user/month.) For those who want video and team collaboration tools,  Zoom  offers two Zoom Phone+Zoom Workplace bundles from $18.22-$22.49/user/month.

Additional details are available on our Zoom pricing page.

 

Vonage - Best For Mobile Teams+Customizability

Choose Vonage for Business If: You need a highly customizable communications platform with programmable APIs for custom integrations, SMS capabilities, and built-in video conferencing.

Vonage offers business VoIP phone services in a multichannel unified communications platform with SMS, team chat, and video collaboration for up to 200 participants. All Vonage plans include an IVR and basic call controls: caller ID, call flipping between devices, call parking, conference calling, and simultaneous ring across a user’s devices.

 

What We Like

• Unlimited SMS: While some competitors limit the number of monthly SMS, Vonage supports unlimited SMS to the US, Canada, and Mexico
• Simple call controls: Vonage’s interface and call controls made it easy for me to manage and direct live calls. Particularly, call transfer and call parking let me quickly hand off calls to teammates.
• Call groups and IVR: Vonage’s call groups let you ring multiple agents simultaneously when one receives a call. We used this feature to create departments within our phone system. Call groups work well alongside IVR menus.
• International phone numbers: The phone system offers international virtual numbers from 85 countries, which support texting and calling. They also have toll-free and vanity numbers across the US.
• Custom call forwarding: Set an automated call forwarding sequence of up to five numbers or extensions. This feature ensured that we never missed a call.

 

What to Know

Vonage’s Mobile plan is great for companies that want a simple, low-cost phone system with just VoIP calling and SMS texting on desktop and mobile. However, note that the Mobile plan only has basic call controls and IVR–it lacks team messaging, video, and voicemail transcription.

On the other hand, Vonage’s higher-tier plans don’t offer great value since they lack advanced features like analytics and call queues but still charge premium prices.

Additional details are available on our Vonage pricing page.

 

Cost

Vonage’s three business VoIP plans range from $14 to $28 monthly per user. The Mobile plan is cheap and includes unlimited VoIP, SMS, and IVR. The $22 Premium plan adds team messaging and video conferencing, while the Advanced plan adds call groups and visual voicemail.

 

GoTo Connect - Best for Unlimited International Calling

Choose GoTo Connect If: You're a global business looking for a VoIP provider offering unlimited international calling alongside omnichannel customer surveys and unlimited auto attendants for better self-service.

GoTo Connect is a multichannel business phone system with voice, SMS, team chat, and video meetings with up to 250 participants. Plans include a 50+ country unlimited calling area and unlimited access to all the key routing features: call queues, ring groups, auto attendants, and a custom dial plan editor.

Plans also include analytics for call volume, routing and SMS delivery. The higher-tier Customer Engagement plan adds call center features, including live chat.

 

What We Like

• International calling: GoTo Connect’s 50-country unlimited calling area is the largest of any VoIP provider on our list. From the international numbers I tried, the call quality was clear and reliable.
• Comprehensive, user-friendly routing: The dashboard’s drag-and-drop dial plan editor, unlimited queuing, and IVR enable teams of any size to build a custom automated routing system
• Call Center features: The Customer Engagement plan adds some call center features, like live chat on your website and app, custom surveys, and a shared inbox between users.
• Supervisor analytics: I enjoyed the simplicity of GoTo’s real-time reports about call volume, channel usage, queue status, customer routing choices, and SMS delivery
• AI Features: Video meetings feature AI transcription, and the AI Messaging Assistant on the Customer Engagement plan automatically messages customers based on the tone, topic, and campaign you choose

 

What to Know

GoTo Connect stands out with its 50+ country calling area and unlimited access to routing features with a dial plan editor. The Customer Engagement plan is a great way to get some call center features, like live chat, without investing in a full contact center.

 

Cost

GoTo Connect offers three plans from $26-$80/user/month. Most users will opt for the Phone System plan, which includes calling, SMS, team chat, video meetings, and unlimited routing features. The mid-tier Customer Engagement plan adds live webchat, SMS surveys, and a shared inbox. The top-tier plan is a contact center solution with agent coaching, skills-based routing, and an auto dialer.

More details are available on our GoTo Connect pricing page.

 

Intermedia Unite - Best for Voice Calling With Microsoft Teams

Choose Intermedia If: You're a current Microsoft Teams user looking for a pre-built voice calling integration, or if you need unlimited international calling or mix-and-match user licenses.

 

Intermedia is a business VoIP software that includes voice, SMS, team messaging, and video conferencing for up to 200 participants. Accessible on a cell phone or desktop, the system’s plans are pricier than many competitors but include unlimited calling to 33 countries, with the option to mix and match pricing plans for users.

The phone system includes several other useful features: voicemail transcription, auto attendants, and call recording.

 

What We Like

• Hunt groups: Hunt groups make it easy to customize call distribution to a group of agents. I could choose the agents in the group, the ring order, and even how much call follow-up time each agent gets before the system sends them another.
• Unlimited calling area: Intermedia’s Essentials plan supports HD calling to 22 countries, and the higher-tier plans support unlimited calling to 33 countries
• Mix-and-match plans: Intermedia’s mix-and-match pricing structure allows teams to mix Enterprise and Pro plans for each user, helping teams only pay for features that users will actually use. You can purchase a Premium plan for supervisors and a Pro plan for agents.
• Free VoIP phone: Unite includes a desk phone with every user sign-up, making an excellent value for in-person phone systems and call centers
• Interactive video meetings: Video meetings support collaboration with live transcription, unlimited recording, AI-generated insights, and screen annotation

 

What to Know

Intermedia Unite sets itself apart from the competition with a large international calling area, free VoIP phones included, and unlimited SMS. However, the phone system doesn’t have call queues, monitoring, or supervisor analytics–and it only allows one IVR menu at a time.

For teams with more complex routing needs or those who don’t plan to call internationally, you can find better value in an alternative.

 

Cost

Intermedia Unite has two UCaaS plans. The Essentials plan ($27.99/user/month) includes team chat, an auto attendant, and call groups. The Enterprise plan ($32.99/user/month) adds CRM integrations and AI-powered video calling.  Intermedia also offers a pre-built phone system specifically for Microsoft Teams users from $22.99/user/month.

More details are available on our Intermedia pricing page.

 

Dialpad - Best For Agent Experience Optimization

Choose Dialpad If: You're a growing business with multiple office locations looking for a VoIP phone system with specific add-ons for sales and customer support teams (including features like agent coaching, performance scoring, and live agent assist).

Dialpad is a business VoIP provider that offers unlimited calling within the US and Canada, unlimited SMS, team chat, and video meetings for 10 participants. Starting at $15, plans include multi-level IVR, ring groups, real-time analytics, and live call transcription. Advanced plans add call queues and international SMS.

It offers a handful of useful integrations, like Google Workspace, Salesforce, and Microsoft Teams–with open APIs to integrate the phone system into your proprietary apps.

 

What We Like

• Customizable analytics: I was impressed by the customizability of Dialpad analytics. I could filter analytics by time period, user, and channel, with a variety of unique metrics and displays like SMS texts, heatmaps, AI transcription and key moment logs, and queue history.
• High-value Standard plan: Considering the $15 monthly price tag, the Standard plan packs surprisingly advanced features like real-time analytics and call transcriptions
• Phone number availability: Dialpad offers business phone numbers in over 70 countries, including a wide selection of phone numbers from every area code we wanted within the US
• AI transcription: All plans include real-time call transcription, which I found surprisingly accurate. This provides a great log for supervisors or agents looking to revisit key details from a call.
• Routing tools: Dialpad offers an advanced phone system with IVR menus, ring groups, and call queues that are easy to set up on a desktop

 

What to Know

I recommend Dialpad for those seeking an advanced phone system, with analytics and AI, at a good value. At $15 monthly, the Standard plan is my pick for one of the best-value phone systems since it includes features normally reserved for high-tier plans.

Dialpad isn’t a good fit for teams that want basic calling and texting, as the feature-rich interface may feel overwhelming.

 

Cost

Dialpad offers three plans, from $20 to $30 monthly per user when charged annually, and $35 to $40 when charged monthly. A quote-based Enterpise plan is also available. The $20 standard plan includes voice and SMS, AI video meetinngs, IVR and ring groups, plus analytics–the best value for most companies. The $30 Pro plan adds ring groups and call queues–a good choice for larger companies with high inbound call volumes.

Dialpad offers a 14-day free trial.

More details are available on our Dialpad pricing page.

 

OpenPhone - Best For Affordability+Ease of Use

Choose OpenPhone If: You're looking for an intuitive, beginner-friendly VoIP solution with basic calling features that won't overwhelm users or extend onboarding times.

OpenPhone is a business VoIP software that includes voice calling, SMS texting, and team chat–but no video conferencing. It has a modern, comfortable interface with unique phone number-sharing features. Share business phone numbers between multiple staff members, enabling users to jump between phone numbers with one click. Users can send texts and make calls from a business number simultaneously.

The app also includes IVR, call recording, and ring groups.

 

What We Like

• Phone number versatility: A team member can have multiple virtual numbers, jumping between them throughout the day as needed. A company can share a number between multiple users, who can make calls and text simultaneously from that number.
• SMS features: Send unlimited SMS texts, with advanced features like scheduled messages, group messaging, and AI message responses
• Routing tools: Build IVR menus and ring groups with custom ring orders
• AI features: OpenPhone is one of the most AI-forward VoIP solutions out there, with AI call summaries and transcripts, contact suggestions, and automated SMS message responses
• User-friendly desktop and mobile interface: While using OpenPhone, I immediately noticed the modern feel of the interface, which made the platform enjoyable to use.

 

What to Know

We recommend OpenPhone for teams that prioritize agent and phone number flexibility, or whose users share and monitor multiple business numbers. The interface makes it so smooth for team members to switch between numbers throughout the workday. OpenPhone’s advanced SMS features also make it a good option for those who frequently text customers.

However, OpenPhone isn’t a good fit for teams that want a simple phone system, or those who want to collaborate with video meetings.

 

Cost

OpenPhone offers three plans from $15 to over $23 monthly per user. The $15 Starter plan includes a business number, unlimited calling and texting, and shared phone numbers. The $23 Business plan includes advanced AI features, group calling, custom ring orders, and analytics.

More details are available on our OpenPhone pricing page.

 

Ooma - Best For Automated Outbound Calling

Choose Ooma Office If: You're a small business needing a voice calling platform only--not digital communication channels or extensive team collaboration tools.

Ooma is a VoIP software that bundles unlimited business phone service within the US, Canada, and Mexico–plus unlimited SMS, team chat, and video conferencing for up to 100 participants.

Ooma Office includes a well-rounded suite of call-handling features: IVR, ring groups, custom ring orders, advanced call management, call queueing, and analytics. All plans have over 50 call controls like transfer, voicemail, hold, and multi-ring to receive calls on any device.

 

What We Like

• User-friendly mobile app: Ooma’s mobile app is feature-rich enough that it can support an entirely mobile phone system
• Easy routing setup: I created ring groups, call queues, and IVR for the whole team in under an hour, using Ooma’s easy setup
• Auto dialer: Available on the Pro Plus plan, auto dialers automatically dial calls from a campaign list, identify when real humans answer, and transfer the call to an available agent
• Advanced texting features: Ooma Business texting includes shared inboxes between users, messaging analytics like delivery status, templates, and bulk messaging
• Analytics: Dashboards display data for call volume trends, message usage, and queue activity–broken down by hour of the day and day of the week

 

What to Know

While Ooma offers excellent business SMS features like bulk texting and shared inboxes, each plan caps the number of monthly texts per user at 250 on the Pro and 1000 on the Pro Plus plans.

The phone system includes all the routing tools you need, and analytics, but I found the dashboard outdated and visually unappealing. Still, Ooma offers above-average call quality and strong value on the Essentials plan.

 

Cost

Ooma offers three plans ranging from $20 to $30 monthly per user. The $20 Essentials plan is on mobile app only, with unlimited calling to North America and Mexico, plus IVR. The $25 Pro plan adds the desktop app, SMS, and video conferencing. The $30 Pro Plus plan adds team chat, call queues, and CRM integrations.

Ooma offers a 30-day free trial.

More details are available on our Ooma Office pricing page.

 

Aircall - Best For In-Office Teams+Scalable AI Insights

Choose Aircall If: Your employees work in-office, not remotely, and you're looking for a VoIP platform with scalable AI insights and automation

Aircall is a virtual phone system that supports unlimited calls and SMS texting in the US and Canada, plus integrated email. The platform doesn’t have team chat, but users can comment on calls and texts, or assign them directly to teammates.

Route and manage calls with features like IVR, call queueing with automated callbacks, call monitoring with whisper and barge, ring groups, and business hours. Set up a shared call inbox between different numbers to spread call responsibility between users.

 

What We Like

• Intelligent routing: In addition to an IVR and ring groups,  Aircall offers time-based, date-based, and skills-based routing that uses CRM data to automatically directs callers to the best agent to help
• Advanced queueing: Aircall’s queueing system includes automated queue callbacks, letting customers hang up and receive a callback when an agent’s available
• Task assignment tools: Tag coworkers on calls, comment under calls and messages, and even directly assign tasks to other users
• PowerDialer supports sales: Aircall’s Professional plan includes a PowerDialer, which sets it apart from alternatives on this list. The PowerDialer automatically dials numbers from a list, making outbound sales efforts more efficient.
• Advanced analytics: I loved Aircall’s advanced analytics dashboards. The colors and display styles make it visually appealing and easy to view agent performance, the reasons for missed calls, and other trends

 

What to Know

Aircall’s VoIP phone system is unique in that it combines call center and UCaaS functionality. It includes support and sales tools like a PowerDialer and call monitoring, and also team collaboration features like a shared call inbox and task assignment.

It’s a great option for companies that want some call center features, without paying the high price that CCaaS platforms typically cost.

 

Cost

Aircall offers three plans, ranging from $30 to over $50 monthly per user with an annual commitment. The $30 Essentials plan supports unlimited calling and SMS, plus call routing, IVR, call queues, and shared inboxes. The $50 Professional plan adds Salesforce integration and advanced queueing, analytics, and routing capabilities.

More details are available on our Aircall pricing page.

 

8x8 - Best for Global Enterprises

Choose 8x8 if: You have a remote or hybrid workforce and operate at a global level with frequent collaboration.

8x8 is a UCaaS and CCaaS platform that combines voice, messaging, and video service with AI-enabled self service capabilities, workforce management, conversational intelligence, and more. 8x8 has a higher price tag than many competitors but this is offset by a large unlimited calling area, enterprise grade security, and reliable service with a 99.9999% uptime SLA.

8x8 provides unlimited calling to over 55 countries and offers DID phone numbers in over 100 countries, making it a great choice for international and remote teams.

 

What We Like

• 8x8 for Microsoft Teams: 8x8 has a special partnership with Teams that provides cost effective native calling (including international calling) without per user Teams Phone licenses
• Omnichannel routing: Intuitive agent interface allows agents to handle interactions across channels under one pane of glass
• Intelligent Customer Assistant: AI-powered virtual assistant that can be trained using graphical click and add scripting
• High volume video conferencing: Video conferencing for up to 500 participants with virtual backgrounds, post meeting insights, advanced moderation, and end-to-end encryption is included in all plans
• Analytics: All plans include real-time custom dashboards, call quality and device reporting, and a single administration interface

 

What To Know

In the past, 8x8 has started pricing bundles around $24 per user, per month, which is higher than many other business VoIP providers. 8x8 also charges extra for some advanced AI features such as Journey IQ, a virtual assistant offering insights into customer journeys, and an AI-bot orchestrator.

Due to its many advanced features and customization options, 8x8 has a steep learning curve and can take longer to onboard than some other platforms.

Cost

8x8 no longer lists its prices publicly, but it offers three bundled plans: 8x8 Work (unified communications), 8x8 Contact Center, and 8x8 Engage. Additionally, 8x8 offers a no-code CPaaS solution that allows customers to build a unique solution using communication APIs.

For more information, please see our 8x8 pricing guide.

 

Important Business VoIP Features to Look For

When comparing business VoIP providers, look for the following features and capabilities:

• User Portal: Most VoIP providers offer a desktop and mobile user portal to access system features–making and receiving calls, call handling tools like transfer and call parking, sending texts, checking voicemail, and monitoring queues. Look for a user-friendly app interface that lets users and supervisors manage phone system capabilities intuitively.
• Call Routing: Call routing navigates incoming calls to the right agent or department. For more advanced routing capabilities, look for automatic call distribution (ACD) features that determine the call routing destination based on data like business hours, customer information, menu selections, and agent skills.
• Interactive Voice Response (IVR): An IVR system is an automated self-service phone menu that presents inbound callers with dial-tone options to direct their call to the right user or department within your phone system. Some VoIP providers offer drag-and-drop design tools to customize IVR call flows.
• Call Queueing: Call queueing organizes incoming calls into hold queues when your agents are busy. From the agent dashboard, business staff can view the queued calls and wait time, and call users back with one click.
• Call Recording: Many business VoIP providers offer automatic or on-demand call recording. These call recordings are stored with each call’s data in the call log, where supervisors can download, share, or review them later.
• Call Transcription: Some VoIP providers offer call transcription, which generates live captions for agents. Transcriptions are stored within each call’s log for evaluation purposes, download, or to help agents review call details. Advanced phone systems will use call transcription as the basis for AI-based features like customer sentiment detection, action items and conversation topics, and canned response suggestions.
• Call Monitoring: Call monitoring enables supervisors to supervise phone calls by listening quietly, whispering private guidance to the agent, barging into the call as a third party, or taking over the call entirely. Also known as “listen, whisper, barge, takeover,” call monitoring helps with phone-system supervision, feedback, and agent accountability.
• Call Analytics: Business VoIP platforms include real-time and historical caller analytics that track and organize agent activity and productivity, call volume, call trends, and more.
• Business Phone Numbers: Companies can purchase local and toll-free numbers from area codes around North America and the globe, easily assigning these numbers to team members
• Communication Channels: VoIP phone systems generally offer not only calling, but multiple business communication channels like SMS texting, video conferencing, and internal team chat. Users can manage and jump between these channels in the app dashboard.
• Voicemail and Call Logs: Agents can customize their voicemail inbox and greeting, and access call logs with voicemail transcription and one-click callback options
• Contact Management: Businesses can create contact profiles, or sync contact lists with CRM systems. Contact logs can track information like preferences, interaction history, and recent purchases.
• Integrations: Business VoIP software usually integrates with popular business tools–like CRM platforms, databases, analytics tools, and calendar apps–for unified functionality and data that syncs across apps.

 

Benefits of Using Business VoIP

A business VoIP phone system often leads to cost savings, promotes better flexibility for staff, enables you to scale, and leads to better customer service overall.

Here’s a further breakdown of how VoIP can benefit your business:

 

1. Cost Savings

VoIP is generally 30-50% cheaper than traditional landlines because it reduces hardware needs, IT and staffing demands, and calling costs.

• Less hardware: VoIP applications use desktop and mobile apps to make and receive calls, texts, and even faxes. You don’t need a VoIP phone or hardware beyond an Internet-connected device.
• Quick setup: Hosted business VoIP systems involve minimal setup–simply purchase subscriptions, assign phone numbers, and your agents are ready to call
• Reduced maintenance and staffing needs: Since VoIP requires no onsite hardware, you reduce the need for maintenance costs, upgrades, and IT staff

 

2. Flexibility and Mobility

While landlines limit you to making business calls from the office, VoIP works anywhere you have Internet: in the office, at home, at a coffee shop, in the car, or on vacation.

• Hybrid and remote teams: VoIP supports hybrid and remote businesses because administrators can purchase phone numbers and assign them to users in minutes, no matter where the staff member is based
• On-the-go business functionality: Users can make business phone calls, message teammates, or join video meetings from their mobile phones on the go

 

3. Better Customer Service

Business VoIP enhances a company’s customer service in multiple ways: improved routing, quicker support, self-service, more ways to connect, and stronger customer context.

• Improved routing: VoIP phone systems often include built-in IVR, automatic call distribution functionality, and intelligent routing options like skills-based or relationship-based routing
• Quicker service and self-service: Tools like IVR help callers reach the right agent on their first try, and contact profiles give agents context to provide quicker support
• More ways to connect: A VoIP-powered phone system enables your company to connect with customers in multiple ways–self-service, VoIP call, SMS, or video

 

4. Scalability and Global Presence

VoIP service providers offer DID phone numbers from around North America and the globe, including toll-free numbers. Companies can purchase numbers and assign them to employees instantly, making it easy to scale up or down.

• Scalability: Add new users to your company account instantly, no matter where they’re located, simply by purchasing a new subscription and assigning a phone number
• Global presence: Purchase local, toll-free, and vanity business numbers around the country or globe

 

5. Advanced Features

Business VoIP solutions include dozens of native features that promote efficiency and team collaboration better than a traditional phone system.

• Efficiency: Routing and queueing features organize inbound calls so agents spend time and effort interacting with customers, rather than forwarding calls
• Collaboration: Video-meeting tools like breakout rooms and whiteboards, team chat and file sharing–these features help remote and hybrid teams collaborate

 

6. Business Insights

Get analytics, AI, and monitoring features to support supervisors and administrators with business insights.

• Analytics: These reports provide information about channel usage and caller behaviors so that administrators can make more informed staffing decisions and which features to purchase
• AI support: Advanced VoIP systems use AI for automatic transcriptions, conversation and video analysis, and even live speech recommendations for agents. This improves performance and training.
• Monitoring: Call monitoring tools help supervisors track teams, providing better evaluations and feedback

 

Drawbacks of Using VoIP for a Business Phone System

While business VoIP offers plenty of benefits compared with traditional landline, cloud-based telephony also has a few drawbacks:

• The learning curve with new features
• Requires a stable internet connection
• Difficulties with emergency location tracking
• Hidden fees

 

The Learning Curve with New Features

When using a new VoIP system, some teams and users may struggle to adjust to the features and interface.

Agents must learn to navigate the software dashboard and call controls, such as transfer and parking, on desktop and mobile. Administrators may have difficulty setting up routing tools like auto attendants and call queues.

These complications are often more of a challenge with teams that aren’t tech-savvy or who have become very familiar with your previous phone system. However, business users typically adapt to their VoIP platform within a few weeks.

 

Requires a Stable Internet Connection

Since VoIP uses the Internet to connect calls, users need a stable Internet connection with sufficient bandwidth.

Each VoIP call generally requires roughly 3 Mbps of bandwidth. If your local network can't provide this bandwidth, calls may suffer latency, jitter, or dropped calls.

Most routers can easily support multiple VoIP calls at once. However, users should be mindful of their available bandwidth when sharing a network among large groups.

 

Difficulties with Emergency Location Tracking

Emergency services like 911 can more easily identify your location when you place the call from a landline.

Emergency services like 911 utilize the address registered with the caller’s carrier account to help track their location. Since VoIP users often dial emergency services from an address that isn’t linked to their company account or address, dispatchers have a harder time pinpointing the caller’s location.

 

Hidden Fees

In addition to your monthly VoIP service subscription, VoIP costs often incur additional “hidden fees.” Hidden fees cover things like state sales taxes, government expenses, and emergency 911 fees.

These fees typically add about $10 monthly per user to the monthly VoIP service subscription that providers post on their websites.

 

What to Look For in a Business VoIP Provider

To select the best provider, look for the following in a business VoIP offering:

• Unlimited calling
• Available phone numbers
• Sufficient features and channels
• Ease of use
• Integrated apps
• Call quality
• Uptime

 

Unlimited Calling

Ensure that your provider offers unlimited calling to the countries you call most often.

While most business VoIP providers support unlimited calling within the United States and Canada, some providers also support unlimited calling to Mexico and dozens of other countries.

 

Available Phone Numbers

Choose a VoIP provider that offers the phone numbers you want in your desired area codes.

Specifically, look for a service that meets your business needs in these areas:

• Phone number types: Make sure that your VoIP phone system includes not only local numbers, but toll-free numbers and vanity numbers
• Phone number availability: Most VoIP providers offer local virtual phone numbers based throughout the US, and some offer international numbers

 

Sufficient Features and Channels

As outlined above, a VoIP solution offers much more than calling: advanced plans include routing, queuing, analytics, collaboration tools, and communication channels.

Determine which features and channels your company needs, then aim to find a plan that offers all the features you want with minimal extras.

 

Ease of Use

Before choosing a provider, evaluate each system’s overall ease of use. The best way to get a feel for ease-of-use is to watch YouTube tutorials and take advantage of free trials.

• App dashboard: The user dashboard and interface should feel spacious and intuitive, making it easy to access important features. The left-hand menu should be easy to navigate.
• Call management: Agents should be able to monitor their queues, view caller profiles, and access live call controls with ease
• Notifications: Users should be able to easily view and organize new tasks as they come in, including queries from customers and internal communication items

 

Integrated Apps

Most VoIP phone systems support integrations that unify functionality with popular third-party software tools.

In particular, look for the following integrations:

• CRM systems: Salesforce, HubSpot, SugarCRM, and more
• Communication platforms: Asana, Slack, Microsoft Teams, Google Workspace

 

Call Quality

VoIP generally provides clearer audio than landline, but VoIP call quality varies based on your location, the devices you use, and your provider’s supported codecs.

VoIP codecs are the part of VoIP software that compress audio data for transmission. Older codecs like G.711 and G.729 compress a limited range of frequencies, therefore limiting call quality. More recent codecs like Opus and G.722 transmit a wider frequency range with lower bandwidth demands, thus supporting clearer call quality.

Research each option’s codecs by Google searching “[provider name] codec”. Prioritize providers that support the Opus codec, which is the highest-quality codec on the market today.

 

Uptime

VoIP uptime refers to the percentage of time that your VoIP service provider is functional and working. VoIP is generally equally reliable to PSTN landline, with most providers guaranteeing over 99% uptime across all plans. However, some VoIP providers offer 99.999% uptime on their higher-tier plans, for guaranteed connectivity year round. Before deciding on a provider, inquire about each plan’s uptime and decide if 99.999% uptime is worth the cost of upgrading to a higher-tier plan.

In our experience, we have not noticed a major difference between the 99% uptime of lower-tier plans and the 99.999% of higher-tier plans. We don’t recommend upgrading to a higher-tier pricing plan for the uptime increase unless your company deals with highly critical data that cannot withstand a few hours of downtime per year.