Best Cloud Hosted PBX Providers (2025)

What is Hosted PBX?

A hosted PBX is a provider-hosted virtual phone system that provides users with VoIP telephony, call center features, and more. Popular among businesses of all sizes, cloud-based hosted PBX systems frequently include not just VoIP calling but unified communications and collaboration tools, available to users via mobile and desktop app or web browser.

Hosted private branch exchange (PBX) solutions provide small, medium-sized, and even enterprise organizations with an affordable and user-friendly phone system. A Hosted PBX platform is housed in a remote data center, which offers geographical flexibility. Employees can access the software from anywhere they have an internet connection, with no landline necessary.

The software’s user dashboard provides access to features like IVR menus, call queues, analytics, and multiple communication channels. With subscription-based pricing, companies can easily scale their phone system alongside business needs. Make domestic and international VoIP calls, and purchase virtual phone numbers from area codes globally.

 

How Does a Hosted PBX Work?

Here's a step-by-step explanation of how Hosted PBX calls works:

 

1. Setting Up the System

To get started with Hosted PBX, sign up with a trusted provider and choose your preferred plan.  The provider, not the end user, is responsible for hosting and managing the software in offsite data centers. Choose your desired business phone numbers, features, extensions, hardware, and more. Some providers offer installation and onboarding and assistance for an additional fee, or you can set up your system on your own.

 

2. Making a Call

Once the PBX system is installed, you can begin making and receiving calls via your IP phone or virtual softphone. The phone converts the user's voice into digital data packets using VoIP technology. These packets are sent over the internet to the Hosted PBX provider's server.

 

3. Call Routing

The Hosted PBX server determines the call's destination based on the dialed number. If it's an internal call, the server routes it directly within the organization. For external calls, the server connects it to the public telephone network (PSTN) or another VoIP system. The server finally forwards the digital packets to the recipient's phone system, regardless if it is another VoIP service or a traditional landline.

 

4. Receiving a Call

The Hosted PBX system receives an incoming call from the PSTN or another VoIP system. The system applies pre-configured rules to route the call to a specific extension or phone group, or forward the call to voicemail. The system will send the call to the intended recipient's phone or device.

 

5. Maintenance and Updates

The Hosted PBX provider handles all maintenance, software updates, and security patches. Businesses grow over time, and so do their needs. The pro to using a Hosted PBX provider is that businesses can easily add or remove lines, extensions, or features without needing physical hardware changes, saving time and money.

 

Hosted PBX Features

Productivity, connectivity, and customer-focus are the cornerstones of a good Hosted PBX provider. Whether it’s intelligently routing calls to the right departments to save time or AI-driven support tools, these following features are there to cater and transform the way your business interacts with its customers.

• Auto-attendants and IVR: These automated systems greet callers, provide pre-recorded call menu options, and route calls to the right departments and agents without human intervention. Interactive Voice Response (IVR) uses Automatic Call Distribution (ACD) to automatically route callers to the best destination depending on their voice or keypad responses
• Call Routing: Call routing strategies follow pre-determined rules and strategies to help shorten hold times and connect callers to the best available agents. Admins can set custom business hour routing, enable relationship-based or VIP routing, use most idle or list-based routing, or leverage intelligent skills-based routing for specific customer requests
• Call center analytics and insights: Comprehensive tools provide businesses with real time and historical call center performance data and metrics like call volume, customer satisfaction, and average handling time. This all comes together to allow management to make data-driven decisions
• Call monitoring: Allows supervisors to listen in on calls as they happen, provide coaching through whisper mode, or even join calls to assist agents in critical situations. This improves overall customer service quality control and acts as ongoing agent training
• Workflow automations: Automated actions are triggered by specified and common call events. These automations instantly update CRM records with new customer information, send follow-up emails, schedule follow-up calls, or provide detailed post-call summaries
• AI support tools: Chatbots, sentiment analysis, and predictive analytics are powered by AI to enrich and enhance customer journeys, aid agents with real time prompts and suggestions, and optimize call handling
• Call queuing: Places calls in a virtual call queue when agents are not available, provides estimated wait times, and even offers callback options to best fit the customer’s schedule
• Call recording: Securely record and store calls with easy access to playback and search features for future compliance, training, or quality assurance needs
• Conference calling: Seamless multi-party audio conference calls with features like screen sharing and engagement tools to keep participants active and connected across teams and locations

 

Why Use a Hosted PBX Over On-Premise Solutions?

PBX services are more flexible, scalable, and low-maintenance than landline-based phone systems. On-premise solutions require cables and provider-installed phone jacks, limiting users to phone numbers assigned to the business’s physical address. Further, on-premise phone users have to remain in the office to use the business phone system.

Hosted PBX systems are much more flexible than on-premise solutions, allowing users to make calls from anywhere they have an internet connection. This supports hybrid and remote teams–even those spread throughout the globe. Users can make calls on the go, or on vacation. Companies can set up hosted PBX systems in minutes by simply downloading and installing the app on a mobile device or computer. This convenience is part of the reason that cloud-based VoIP telephony is expected to maintain a 21.1% annual growth rate through 2031.

Hosted PBX also provides more intricate routing and call-management tools than an on-premise setup. Design a virtual IVR call flow that handles inbound calls and distributes them to the right agent or department.

	Hosted PBX	On-Premise Solution
Hosting location	Cloud-based	In the office building
Hardware required	Computer Internet connection	Cables Phone jacks Computer Phones
Features	Agent dashboard IVR menu Call queueing Analytics Voicemail AI tools	Voicemail Extensions Call controls–transfer, forward, hold
Setup time	Minutes	Days to weeks
Number of users	Unlimited	Limited by office space and phone lines
Phone numbers	Virtual numbers anywhere in the world	Limited by physical address and area code
Monthly Cost	$15-$35 per user	$35 per user, plus setup and hardware expenses

 

How to Choose the Right Hosted PBX Provider

When choosing a VoIP provider for your phone system, it’s important to compare your options and consider your business goals. Look at the pricing, features, channels, and app interface. Keeping all this in mind will help you choose the hosted PBX provider with the best value.

Use these guidelines to help you pick the right hosted PBX provider for your company:

 

1. Determine the Features You Want

Considering your business goals, list the features you want from a business phone system. Consider the following features:

• Routing and queueing: Do you want to route calls to multiple departments or users? If your customers call for a wide variety of use cases, or if you have several departments, you may want to prioritize a phone system with routing tools like IVR and call queueing.
• Communication channels: Does your company only want VoIP calling? Or, would you also like to text customers, chat internally with teammates, and host video meetings? You can find an affordable plan with any combination of these channels.
• Collaboration needs: Do you want your phone system for customer-facing communications only, or do you want internal team collaboration? Video meetings, team chat, and file sharing can effectively replace some of the team collaboration software you may already use.
• Analytics and monitoring: Do your supervisors and managers want better oversight of the company’s communication trends? High-tier VoIP phone systems include call monitoring and advanced analytics that provide a real-time view of channel usage and agent performance.
• Phone numbers: Do you want local phone numbers only, or virtual numbers from around the country and globe? Do you want toll-free or vanity numbers? Depending on where your customers are based and if you plan to scale your business presence, you want DID phone numbers beyond your local area code.
• Accessibility: Will your users access the software from desktop, mobile, or from a desk phone? Ensure that the provider offers the appropriate application and device support.

 

2. Compare Providers and Plans

Knowing what features you want, compare at least five or six VoIP providers to find the best value. Examine the plans that each provider offers, noting which plans offer all the “must-have” features you’ve outlined.

Look for the most affordable plans that offer the communication channels, analytics, and routing that will support your business needs. Aim to narrow your search down to two or three providers that offer the best value.

 

3. Use Free Trials or Web Demos

Most hosted PBX providers offer a one-week free trial period or provide web demos on their website or YouTube channel. Use these resources to get a feel for each product’s agent dashboard and interface.

Specifically, use the free trials and demos to evaluate the following:

• Agent dashboard: Compare each provider’s interface and agent portal, looking for how user-friendly and intuitive the controls feel. Does the interface feel spacious and modern, making it easy for agents to access their live-call controls?
• Task management: How do agents stay on top of their inbound tasks and activities? Does the app make it easy for agents to stay organized?
• Channel usage: How easy is it for agents to balance multiple communication channels?
• IVR setup: How intuitive is the IVR call flow setup? Does the provider offer a drag-and-drop design tool?
• Analytics and supervisor portal: Does the application offer a supervisor dashboard for call monitoring or analytics tools? Do the analytics feel user-friendly and easy to understand? Can you create custom reports?

 

What to Look for in a Hosted PBX Provider

It’s important to choose a hosted PBX provider that offers the channels and features that meet your business needs, without providing too many extra features you won’t use.

Here’s what to consider when choosing a hosted PBX provider:

• Communication channels
• Routing features
• Collaboration features
• Analytics
• Cost and Value

 

Communication Channels

Many hosted PBX providers offer more than VoIP calling. In addition to phone, providers often include SMS texting, internal team chat, and video conferencing. Some hosted PBX providers offer just a few of these channels, while some offer channel access that varies by pricing tier.

If your team only needs to connect with customers via phone, you can save money by choosing a provider that only offers VoIP. However, if your team wants to collaborate internally via voice or video, opt for a provider and plan that offers all those channels at an affordable rate. Many providers provide all 4 core channels for less than $25 monthly per user.

 

Routing Features

Routing features enable you to handle incoming calls efficiently, helping callers reach the right agent and organizing calls in queues.

Key routing features:

• IVR menus: Provide callers with a self-service vice menu they can navigate to reach the right department or user within your phone system
• Ring groups: Link multiple agents together to share inbound call responsibility in case one is busy.
• Automatic call distribution (ACD): Automatic call distribution uses intelligent routing rules–even skills-based routing–to determine where inbound calls should go.
• Call queues: Distinguish agent groups with different specialties or departments, to meet specific caller needs. Route calls to departments or queues, rather than particular agents.

Check out a provider’s pricing page to learn about their routing features.

 

Collaboration Features

If a hosted PBX provider offers video and team-chat messaging, they likely also offer collaboration features. Alongside team chat, some providers offer file sharing and team threads, where users can tag each other and even assign tasks on some platforms.

In video meetings, providers offer real-time collaborative features like breakout rooms, whiteboards, screen sharing, team chat, and polls. Remote, hybrid, and international teams may especially benefit from these tools, as they mimic the immediacy of face-to-face interactions.

 

Analytics

A cloud-based phone system’s analytics are invaluable in helping administrators evaluate agent performance, gain insights about call activity and usage, and make informed business decisions. While some providers merely offer call logs that record call history, many hosted PBX providers offer highly intelligent analytics platforms with real-time and historical data metrics and KPIs.

Popular KPIs include the following:

• Call and message volume, sorted by time of day
• Channel usage statistics
• Customer sentiment scores
• Queue statistics, like wait time and queue length
• Average call length

Advanced analytics platforms also include trends with this data, enabling you to see how it varies by hour, day, week, month, or season. You can sort this data by department or user, to focus on how particular agents are performing. Some providers also include real-time call monitoring, enabling supervisors to listen or barge in on live calls.

While many providers reserve advanced and real-time analytics for their higher-tier plans, some providers include advanced analytics on all plans.

 

Cost and Value

Pricing of hosted PBX solutions varies widely between providers. Ultimately, you want to choose a plan that offers the widest range of features at the lowest cost.

Some providers offer plans as affordable as $10 monthly per user, while high-tier and feature-rich plans can often reach above $30 per month. Each provider offers multiple pricing tiers, with unique suites of communication channels and features.

When comparing providers, examine each tier’s cost and features to find one that offers the features and channels you want, without too many extras you won’t use.

 

Benefits of Hosted PBX Solutions

Below are the main benefits of using a hosted PBX phone system, instead of an on-premise or legacy PBX system.

 

Advanced Features

Compared to a legacy PBX system, hosted PBX offers a much wider and more dynamic suite of features that support many use cases.

Hosted PBX systems include many types of features:

• Collaboration tools like file-sharing and video meetings
• Analytics that drive evaluation and monitoring
• Automations that save users time
• Communication channels that enable you to connect with customers on their terms, through their preferred methods
• Routing tools that organize calls and help your inbound callers connect with the right agents

 

Cost Savings

A legacy PBX system can rack up costs with its initial setup, ongoing hardware maintenance, and upgrade expenses. Since hosted PBX providers handle each step of this process, they generally save a company hundreds of dollars per month. These savings are part of the reason the Hosted PBX market is expected to continue growing at a yearly rate of 15% for the next decade.

Further, hosted PBX systems often unify features like video conferencing, team chat, and analytics. These capabilities would cost substantially more if you added them to your phone service individually, from separate apps. This is why 82% of companies that move to the cloud end up saving money, and companies average savings of 50-75% with the switch.

 

Setup and Ease of Use

A hosted PBX system makes it easy and quick to add new users, phone numbers, channels, and other features. Adding users or changing features is as simple as logging into the online account management portal and making a few clicks.

To add new users or employees, simply purchase a new phone number and invite the user via email code. They can get set up on a desktop or mobile device and begin handling calls instantly.

Purchasing new phone numbers around the world is just as quick and painless–requiring only a few clicks.

 

Local Presence Around the Globe

Hosted PBX providers offer a nearly limitless library of phone numbers from area codes around the country and globe. Companies can purchase virtual numbers including toll-free numbers, vanity numbers, or regular local DID numbers.

Your business can keep its local presence with virtual numbers in your area code or establish familiarity in new areas by selecting numbers based in other states or countries. No matter where your employees live, they can make and receive calls from your business numbers.

 

Location Flexibility

With desktop softphone applications and even mobile phone applications, your workers can access your phone system from anywhere. They’re no longer tied down to a desk phone, and the Simultaneous Ring feature links multiple devices to ring together.

Users can work remotely, from a coffee shop, and even on vacation. Since VoIP apps utilize only the internet, users can handle business even when traveling internationally.

 

Scalability

Hosted PBX providers offer tiered subscription packages, often with the ability to mix and match plans for various users. When you sign up for a new subscription, you can purchase and assign a phone number to the new user to have them up and running in minutes. All the new user has to do is log into the application portal.

Since softphone functionality enables staff to make calls from their phone or desktop, you don’t need to purchase new hardware or office space to expand staff size.

 

Credibility

When you use hosted PBX, your business projects your professional image with a robust fail-proof phone system. It will come packaged with features normally reserved for large enterprise systems, like multiple communication channels, an auto-attendant, and call queues. These robust features can make even a small operation look like an established, experienced enterprise.

 

Integrations

On-premise PBX systems limit your ability to integrate your hardware with third-party software systems like CRM platforms, analytics tools, and collaboration apps. Hosted solutions, on the other hand, let you streamline your workflow by integrating the SaaS tools that are already in your stack.

Popular hosted PBX integrations:

• CRM systems like Salesforce, HubSpot, Sugar CRM and more
• Contact Centers like Zendesk, ServiceNow, Zoho, and more
• Collaboration apps like Asana, Slack, Microsoft Teams, Google Workspace, and more

 

Security

Any service provider worth their subscription price will ensure top-notch security on all their cloud-based solutions. Telecom providers offer protection like encrypted data, user authentication, password-protected meetings, and more.

This will ensure that both your information, as well as the data of your customers, remains safe at all times.

 

Reliability

Most of the popular PBX providers guarantee 99% uptime or greater in their SLA, which ensures customers can always reach you. Furthermore, this also eliminates the need for preventative maintenance or costly repairs that on-premise PBX systems require.

 

Best Cloud Hosted PBX Providers

Below, we've reviewed the best hosted PBX providers:

• Nextiva
• RingCentral
• Zoom
• Vonage
• 8x8
• Dialpad
• GoTo Connect

 

Nextiva

Nextiva is a trusted cloud hosted PBX platform with a comprehensive set of VoIP communication features to enhance customer service and internal collaboration.  PBX features include crystal-clear HD voice quality, intelligent call routing, and seamless integration with third-party business tools. Nextiva is suited for organizations of all sizes looking to streamline their communication infrastructure in a single platform.

 

Key Features

• Communication Channels: Unlimited local calling, 100-250+ bundled monthly SMS text messages per user, virtual faxing, team chat messaging, video calling
• Call Routing: Skills-based routing, VIP routing, most idle routing, and custom business hour routing
• Multi-level IVR: Engage and Power Suite plans include multi-level IVR systems, where you can set up inbound call routing to individual users and ring groups (department-based, skills-based, schedule-based, etc.)
• Contact Management: Threaded Conversations lets agents see a customer’s entire interaction history, including messages, voicemails, and calls
• 24/7 Customer Support: Get support whenever you need it through chat, voice, and email support, included on all plans

 

Pricing

Nextiva pricing options are three paid plans from $30/user per month with annual billing and $60/user per month with monthly billing.

• Core Plan ($30/user per month): Unlimited domestic calling, website live chat, messaging app support, social media channels, review management, Digital Service Helpdesk, inbound & outbound voice, business SMS, video meetings, screenshare & file share, call routing and queueing
• Engage Plan ($40/user per month): Adds AI-assisted IVR, toll-free number and minutes, advanced reporting, website chatbot, integrations with Salesforce, Zendesk, and Hubspot
• Power Suite Plan ($60/user per month): Adds inbound call center, intelligent virtual assistant with skill routing, supervisor dashboard, and unified team interface

 

What We Like

• Simple UCaaS interface: Nextiva has one of the simplest UCaaS interfaces we tried, making it easy for us to send team messages, host video meetings, and make calls
• Local and toll-free numbers: We appreciate how Nextiva offers a local and a toll-free number with each account signup. Each new user receives two numbers, enabling different types of customer service
• 24/7 Customer Service: Get help and support at any time of the day through your preferred channels (chat, email, or phone)

 

What We Dislike

• Video meeting and team chat restrictions: Nextiva’s Core plan only supports 1:1 video meetings, and the Engage plan can host just 40 video call participants
• Lack of call queues and analytics: The Nextiva Small Business platform offers a solid suite of essential phone features, but does not include call queues or advanced analytics. Teams with complex routing needs will be better off using an alternative or upgrading to the Enterprise plan
• Limited Third-Party Integrations: While it offers integrations with Salesforce, Zendesk, and Hubspot, the selection is limited compared to other platforms

 

RingCentral RingEX

RingCentral RingEX is a feature-rich cloud hosted PBX for businesses looking for a strong UCaaS solution with built-in collaboration tools. RingEX unites voice calling, video conferencing, and SMS/team chat messaging into a single interface. The provider is known for its scalability, AI Assistant, and detailed analytics.

 

Key Features

• Communication Channels: Unlimited domestic calling in the US/Canada, 100-10,000 monthly toll-free minutes, SMS texting, video meetings, team chat, unlimited online faxing
• Analytics Portal: Live and historical KPI tracking for 30+ metrics, custom and pre-made reporting templates, performance monitoring, RingSense AI add-on for conversation intelligence
• AI Assistant: Boost customer interactions by providing real-time insights, automating routine tasks, and delivering personalized support to improve efficiency and customer satisfaction
• Collaboration Tools: Unlimited team chat rooms, 24-hour video meetings for up to 200 participants, in-meeting features like whiteboards, breakout rooms, live transcription, 10-100 hours of cloud recording retention
• Call monitoring: Advanced and Ultra plans include a supervisor dashboard where managers can listen in on calls, whisper guidance to agents, or join the call as a third party

 

Pricing

RingCentral RingEX pricing offers a 30-day free trial and three paid plans from $20-$35/user per month with annual billing and $30-$45/user per month with monthly billing.

• Core Plan ($20-30/user per month): Unlimited domestic calling, HD video calling for 100 participants, AI Assistant, API access, 25 text messages/user per month,100 monthly toll-free minutes
• Advanced Plan ($35-$35/user per month): Adds integration with 300+ apps, live call notes with suggested action items, advanced call monitoring, automated call recording, unlimited online faxing
• Ultra Plan ($35-$45/user per month): Adds custom analytics with 12 months of reporting history, 200 meeting participants, unlimited file/recording storage, AI chat/SMS drafting and translation

 

What We Like

• Third-Party Integrations: RingCentral offers seamless third-party integrations with major CRM and helpdesk software, streamlining workflows through a unified platform
• Advanced Call Routing: RingCentral’s platform enabled us to create an intricate inbound call routing system. The call queues and IVR menu are intuitive to set up, and included on all plans–even the basic Core plan
• Affordability and Value: AI tools: RingCentral is ahead of the curve in integrating AI tools into its hosted phone system. Call transcription and automated call insights saved time for our users

 

What We Dislike

• Features can feel overwhelming: RingCentral offers an abundance of advanced features like analytics, call queueing, AI tools, and multiple communication channels. Companies seeking a basic phone system with a short onboarding time may prefer an alternative.
• Monthly SMS limitations: While RingCentral supports SMS texting on all plans, each plan has a low monthly text limit of 25-100 per user.

 

Zoom Phone

Zoom Phone is an extension of the popular Zoom teleconferencing platform, combining Zoom Meetings with robust, cloud-hosted PBX services. Zoom Phone is best for businesses already invested in the Zoom platform. Its hosted PBX features include VoIP calling, call management, and voicemail transcription. Zoom Phone offers flexibility and global reach. It’s ideal for organizations that want something plug-and-play to consolidate all their communication tools under one roof.

 

Key Features

• Integration with Zoom Meetings: High-quality VoIP calling with full Zoom app integration (Zoom Meetings, Zoom Workspace, Zoom Contact Center, etc.)
• Metered/Unlimited Calling: Many competitors do not offer the price flexibility to choose between metered calls and unlimited calling. Users can choose the exact coverage they need and save in the long run.
• Voicemail Transcription, Call Routing, and Auto-Attendant: Included on all plans
• Call monitoring: Real-time agent monitoring and coaching (call whisper, call barge, etc.)
• Zoom AI Companion: Leverage a GenAI-powered virtual assistant to automate routine tasks, get deep insights into customer and agent activity, optimize workflows, prevent internal miscommunications, and improve the team collaboration process
• Multiple device use: Call and text from multiple devices–computers or mobile. Link all your devices to ring simultaneously.

 

Pricing

Zoom Phone pricing has 4 different plans: 2 for only Zoom Phone (starting at $10 a month per user) and 2 bundled Zoom Meeting+Workplace plans (starting at $18.32 a month per user). Zoom Phone has a 30-day money back guarantee.

• US and Canada Metered ($10/user per month, pay-as-you-go): Includes unlimited domestic SMS and MMS and multiple device compatibility
• US and Canada Unlimited ($15/user per month): Unlimited regional calling in the US and Canada, unlimited local SMS and MMS
• Pro Plus ($18.32/user per month): Includes US and Canada Unlimited plan plus the Zoom Workplace Pro suite
• Business Plus ($22.49/user per month):Includes Pro Plus plan plus visitor management and translated captions

 

What We Like

• Flexible geographical calling options: Zoom Phone offers a metered plan, unlimited domestic plans in one of 40 countries, and an add-on for unlimited calling to19 countries. This makes it a great option for all companies, including those based outside the US.
• Features and value: Each Zoom Phone plan includes a ton of routing features–unlimited access to IVR menus, call queues, ring groups, and call monitoring. At $15 monthly, the US & Canada Unlimited plan offers great value for the features you get.

 

What We Dislike

• Video meetings are separate: Zoom’s interactive video meeting software is not included in Zoom Phone plans, so teams seeking to collaborate via video should choose a Zoom Workplace plan that bundles the channels
• Limited integrations: Zoom Phone integrates with some third-party software–like Salesforce, Slack and Google–but it doesn’t provide as many third-party integrations as several competitors. Companies seeking to integrate non-Salesforce CRM tools may prefer a different provider.

 

Vonage Business

Vonage Business is a cloud hosted PBX system providing both scalability and flexibility to small and medium-sized businesses. Vonage’s PBX features include visual voicemail, advanced call management, and strong integration with CRM tools. This platform is designed to bolster business communication through reliable, cost-effective VoIP services that work well with mobile applications to connect remote teams

 

Key Features

• Communication Channels: Mobile and desktop apps are available so users can use the platform on whatever device they wish
• IVR: All Vonage plans include IVR menus and call groups to customize greetings, call menus, ring groups, and inbound routing
• Unlimited Calling and Texting: Enjoy unlimited calling and texting within the US, plus 200-participant video meetings with screen sharing and team chat
• Voicemail Inbox: All Vonage plans include a voicemail inbox for each user, with voicemail transcription. The Advanced plan adds voicemail-to-text and voicemail-to-email

 

Pricing

Vonage Business pricing has a 30-day free trial and 3 plans (Mobile, Premium, and Advanced) from $13.99 per month per line to $27.99 per line.

• Mobile ($13.99/user per month): Supports desktop and mobile apps, unlimited domestic calling, SMS and MMS, visual voicemail
• Premium ($20.99/user per month): Adds support for VoIP desk phones, unlimited video meetings (up to 200 participants), and team messaging
• Advanced ($27.99/user per month): Adds one-demand call recording, visual voicemail, and call groups

 

What We Like

• Interface simplicity: Vonage offers a simple cloud-based phone system with just the core voice features united in an approachable desktop and mobile-friendly interface. The video meetings and team chat dashboards are equally easy to understand.
• Value: Vonage’s Mobile plan offers a strong value for teams that only want voice and SMS texting within the US.The plan supports unlimited calling and texting in North America for $13.99 monthly on an annual contract.

 

What We Dislike

• Lack of essential features: Vonage plans don’t include call queues or analytics, and the ring group feature is only offered on the $28/month Advanced plan. These basic features are only available via paid add-ons that add up fast. Teams that want to create different departments or shared call responsibilities can find better value in an alternative.
• Lackluster video meetings: Vonage’s video meetings only include basic tools, like screen sharing and chat. Companies that want dynamic, interactive video meetings for collaboration would be better suited with an alternative.

 

8x8

8x8 is a comprehensive cloud hosted PBX platform for businesses hoping to establish or maintain a global presence. Its hosted PBX features include unlimited voice, video calls for 500+ participants, AI-powered analytics to aid in post-interaction work, and advanced call management. 8x8’s platform is a perfect fit for companies that need local numbers in multiple countries.

 

Key Features

• International Calling: Unlimited local calling, Unlimited voice and video calls with advanced call management features, global local numbers
• Unlimited Call Queues: Multi-level IVR with a drag-and-drop interface and unlimited call queues to organize inbound calls. Agents can monitor queue status from desktop and mobile dashboards.
• Video Meetings: Video meetings with up to 500 participants and interactive features like chat, polls, hand raising, and breakout rooms. Send messages and share files via 1:1 chat or group chat channels.
• Supervisor Dashboard: Live view of queue and agent activity. Supervisors can quietly listen to calls, whisper directly to an agent, or join calls as a third party.

 

Pricing

8x8 pricing is quote-based according to your specific business requirements. All plans include a a 30-day money back guarantee.

• X2: Includes unlimited voice calling to 14 different countries, 8x8 Work, unified mobile/desktop/web app, multi-level auto attendants, call queues, call handling, HD audio and video conferencing for up to 500 active users
• X4: Adds unlimited voice calling to 48 different countries, advanced call handling, and analytics

 

What We Like

• Large unlimited calling area: The X2 and X4 plans support 14-country and 48-country unlimited calling areas, respectively. Teams that frequently call internationally can save a lot of money this way.
• Customer-service features: 8x8’s routing, queueing, and monitoring features provide some call center functionality for a substantially lower price than CCaaS platforms

 

What We Dislike

• Lack of Transparent Pricing: While cheaper than call center software, 8x8’s hosted VoIP offerings are generally more expensive than most alternatives on our list
• Learning curve: The analytics dashboard, IVR, and video-meeting tools like live streaming can feel complicated at first, which may be too much for users who just want simple calling and texting

 

Dialpad AI Voice

Dialpad AI Voice combines the best of VoIP with innovative AI-powered features to deliver a smart communications platform for businesses looking for an all-in-one voice, video, and messaging UCaaS platform. Its cloud hosted PBX capabilities carry out the fundamentals well and include real time call coaching, robust transcription, and support for multiple devices. Dialpad AI makes it a standout choice for organizations that want to leverage automation to  enhance workplace productivity and boost customer interactions.

 

Key Features

• Unlimited Ring Groups: Multi-Device Support allows users to pick up conversations and interactions from their preferred devices at any time
• International Phone Numbers: Dialpad offers virtual phone numbers from over 70 countries. These include toll-free and vanity numbers.
• Dialpad AI: The Dialpad phone system integrates AI across calls and video meetings. All calls have automated transcription, live-agent assistance with response suggestions, and call summaries with action items.
• Real-Time Analytics: All Dialpad plans include live call transcription with real-time custom dashboards  that track agent performance and status, call activity, call queues, and channel usage.

 

Pricing

Dialpad AI Voice pricing has 3 plans (Standard, Pro, and Enterprise) from $15 per user per month plus a quote-based Enterprise plan. All plans come with a 14-day free trial.

• Standard ($15/user per month): INcludes unlimited calling, Ai Meetings (up to 150 participants), SMS/MMS/team messaging, AI-powered call transcription, web and chat support, and more
• Pro Plan ($25/user per month): Adds 24/7 live agent support, CRM and Microsoft Teams integrations, ring groups
• Enterprise (quote-based pricing): Adds 99.9% uptime, unlimited ring groups and office locations, SSO provider integration, and priority support

 

What We Like

• Dialpad AI Meetings: Dialpad’s video meetings leverage advanced AI to transcribe conversations in real time, generate actionable insights, and provide automated summaries
• Abundance of features: All Dialpad plans include an abundance of phone-system features like call queues, IVR, ring groups, and analytics. This wide suite of features provides strong value for many use cases, especially on the $15 monthly Standard plan
• International Calling: Dialpad provides local number support in 70+ countries

 

What We Dislike

• User minimum requirements: A few features are locked to plans that require a user minimum to subscribe to, an issue for smaller teams who want all the latest and greatest features
• Overwhelming user experience: With AI features, analytics, multiple communication channels, and various routing options, Dialpad can feel overwhelming for users that just want simple calling and texting
• Lack of Third-Party Integrations: Dialpad does not have many integrations (they have 10), likewise APIs are locked behind the higher end plans.

 

GoTo Connect

GoTo Connect is a solid cloud hosted PBX provider with robust communication and collaboration tools for businesses of all sizes. Its hosted PBX features set includes customizable call flows, integration with popular CRM tools, and video conferencing. GoTo Connect’s platform simplifies the communication process while unlocking scalability and reliability. This makes it a boon for businesses that want a no-frills solution.

 

Key Features

• Unlimited Calling, local SMS, and Fax
• Global Calling: All GoTo Connect plans support unlimited calling to over 50 countries
• Unlimited Routing: Build unlimited call queues, ring groups, and IVR menus. Use the drag-and-drop visual dial plan editor to edit call flows.
• Analytics: All GoTo plans include call routing analytics, which track call volume and dropped calls to optimize routing call flows. Analytics also track SMS volume and delivery, plus provide real-time and historical user activity reports.

 

Pricing

GoTo Connect pricing has 3 tiers: Phone System, Connect CX, and Contact Center.

• Phone System ($26/user per month): Comes with free calls to 50 countries and includes toll-free minutes, unlimited auto attendants, dial plans, call routing and queues, video meetings up to 250 participants, SMS, MMS, and Teams chat
• Connect CX ($34/user per month): Adds WhatsApp, Facebook, Instagram, SMS campaigns, web chat, and surveys, plus advanced reporting and analytics
• Contact Center ($80/user per month): Adds AI chat analysis and a suite of tools to aid supervisors in coaching and monitoring agents.

 

What We Like

• Collaboration features: GoTo’s basic Phone System plan supports team collaboration with team chat, file sharing, and interactive video meetings with tools like breakout rooms and transcriptions
• Routing customization: Companies of all sizes can set up an inbound routing system just the way they want, with a drag-and-drop designer and unlimited access to all the essential routing tools–queues, ring groups, and IVR

 

What We Dislike

• SMS limitations: The Phone System plan limits users to 80 SMS texts per month, which may be too restrictive for many users
• Limited number of toll-free minutes: Each GoTo plan provides 1,000 monthly toll-free minutes, which are shared across the company’s account. Many alternatives offer a much higher monthly allotment of toll-free minutes

 

Hosted PBX Use Cases

A hosted PBX phone system supports nearly all business communication needs, both external and internal. Companies use cloud-based VoIP systems for customer service, sales, marketing, call centers, technical support, and internal collaboration. All types of industries–including health, education, retail, hotels, and more–can benefit from a Hosted PBX system.

Here’s a closer look at some of the top use cases for hosted PBX:

• General phone communication
• Customer support
• Sales
• Internal collaboration and unified communications
• Call center

 

General Phone Communication

A hosted PBX system is an all-purpose phone system. It does everything that a landline phone system can do and more. Any company, of any size, that has a business phone system can use hosted PBX to accomplish their needs.

Hosted PBX makes it easy for small or large companies to make and receive calls for any purpose. The phone system includes all the basic features and call controls, often with some more advanced features too.

 

Customer Support

Hosted PBX enables your company to provide customer support through voice, with the option for SMS or video communication if you select a multichannel plan. IVR menus provide self-service for customers to reach the right department, and call queues organize callers so agents can serve them more easily.

Analytics track data about handle time and call volume, to help supervisors make decisions that optimize customer service.

 

Sales

VoIP telephony itself enables sales use cases, but Hosted PBX systems support sales with other features too.

Create bulk SMS messages to inform customers about new products or updates. CRM integrations lead to dynamic customer profiles that inform agents about each contact’s lead status and website interaction history. Call controls like transfer and call parking help agents transfer calls to teammates when necessary.

 

Internal Collaboration and Unified Communications

Many Hosted PBX providers offer business phone systems that double as UCaaS platforms, enabling team collaboration via phone, SMS, video, and team chat.

Team chat lets users see teammate availability in the left-hand menu, with the option to chat. Users can create chat rooms with file sharing, image sharing, and buttons to hop into “team huddle” meetings.

Video meetings typically include interactive features like chat, screen sharing, whiteboards,a nd breakout rooms.

 

Call Center

Some hosted PBX providers offer call center software, while some offer business phone systems with call center features. Call center software often comes hosted in a desktop app, with advanced features like call monitoring, workforce management tools, auto-dialers, and more.

Teams seeking a dialed-down call center can opt for a unified communications platform with extra features and channels, while teams seeking a full contact center can find a provider offering call center software.

 

Integrate Hosted PBX with Your Business Needs Today

Hosted PBX solutions are changing the way businesses communicate by providing cost-effective, scalable, and feature-rich platforms that meet your immediate and future communication needs.

With so many business phone systems out there, choosing a Hosted PBX provider is not easy. Carefully consider each provider’s features, reliability, customer support options, and pricing plans. Once you’ve selected your provider, you can leverage hosted PBX capabilities to optimize customer interactions and get an edge over your competitors.