Top Enterprise VoIP Providers in 2026

• Overview
• Benefits
• Key Features
• Top Providers
• Contract Negotiations
• How to Choose
• Cloud Hosted vs. On-Premise vs. Hybrid
• Questions to Ask

What is Enterprise VoIP?

Enterprise VoIP is the highest grade of voice over IP telephony services specifically designed to fit the needs of large-scale organizations. With Enterprise VoIP systems, organizations can easily scale the service up or down to add or remove lines without the lengthy and costly process of traditional legacy telephony.

Large businesses achieve powerful connectivity thanks to features designed specifically for enterprise use such as advanced call routing, call analytics, and mobile phone clients.

Enterprise VoIP can be implemented via a cloud phone service provider to handle all of the heavy lifting, an on-premise system to keep total control in-house, or a combination hybrid service.

 

Benefits of an Enterprise VoIP Phone System

Enterprise VoIP platforms have many advantages over traditional PBX systems such as lower costs, employee engagement tools, mobility, and scalability. Additionally, enterprise systems provide advanced features that most non-enterprise VoIP platforms don’t have such as AI-powered insights and call center supervision.

 

Real-time Scaling

Enterprise VoIP is ready to grow or contract when you are. If you have a hiring frenzy or a huge layoff period, VoIP can scale up or down on-demand with a click of a button.
You never have to worry about paying for a service you won’t use or lack of preparation for a spike in demand.

 

Empowering and Managing a Remote Workforce

Both apps and IP phones can connect to enterprise VoIP phone systems, to get all the services you use at your desk. You’ll even have the same outbound caller ID.

Enterprise VoIP providers allow you to purchase phone numbers around the globe and assign them to users based anywhere in the world. Establish a local presence in new cities or countries, or unify a widespread workforce.

 

Improved Call Center Supervision

With tools like analytics, call center monitoring, and AI-support tools like audio transcription, cloud-based VoIP systems enable supervisors to keep tabs on large teams of agents. Supervisors can monitor queue status, check agent activity, and even drop in on live calls to listen or take over.

 

Employee Engagement

A VoIP phone system offers a variety of tools that make employees’ lives easier. Team chat, file sharing, video meetings, and whiteboards help employees collaborate and communicate. CRM integrations help employees access customer background and context, for better service. Routing and queueing help navigate calls to the right agents, so they spend less time dealing with frustrated customers.

 

Insight-Driven Decision Making

Supervisors can use a VoIP phone system’s call logs, analytics, and historical reports to notice trends and make informed decisions. Call logs provide insights about agent performance and call volume patterns, which can drive smarter staffing decisions. Analytics about channel usage helps administrators make decisions about outbound campaigns and which channels to utilize when communicating with customers.

 

Key Features of an Enterprise VoIP Phone System

The below features are important to a well-rounded enterprise VoIP phone system.

 

Multiple Communication Channels

In addition to VoIP calling, cloud-based phone systems usually offer other communication channels. While not every VoIP provider offers multiple communication channels, look for the following in advanced plans:

• SMS: Users can text each other and customers, including group texts, automated follow-up surveys, and bulk texts
• Team chat: An internal collaboration tool that lets teammates send 1:1 messages and start team threads, including file and image sharing
• Video conferencing: Video meetings with up to hundreds of team members, with interactive tools like screen sharing and editable whiteboards

 

AI Support Tools

Enterprise VoIP software often includes built-in artificial intelligence that assists live calls, team video meetings, and supervisor monitoring.

AI does more than voicemail transcription. Some providers include AI-based real-time call transcriptions, which detect customer sentiment and conversation topics to provide agents with suggested responses. VoIP phone systems may offer live captions during video meetings, with advanced tools like automated meeting summaries.

 

Analytics

Enterprise VoIP phone system applications usually include analytics and reports, which track call center metrics and KPIs about user activity, call volume, and more.

Monitor these KPIs in real-time, over custom historical time frames, and for particular users or locations:

• Call volume: Inbound and outbound calls by time of day and day of the week, queue wait time
• Channel usage: The amount of activity across channels
• User performance: Each user’s average handle time, number of calls per day, call resolution rate, and more

 

Advanced Call Routing and IVR

Advanced call routing utilizes several tools to help callers reach the right agent or queue. Features like interactive voice response (IVR) provide self-service options for callers to indicate their queries. Skills-based routing matches inbound callers with the best agent to suit their needs. Business hours and custom ring styles consider each agent’s availability when selecting where to route the call.

 

Integration with Third-Party Apps

With VoIP, you’re relying on the internet. That means you can integrate and sync with other cloud-based services like CRM services, social media, collaboration apps, recruitment, accounting, and email.

 

High Availability and Redundancy

Enterprise VoIP providers generally provide greater network reliability with multiple global points of presence. Built-in redundancy means that even if there is an outage at one location, users won’t lose service. Many enterprise providers offer SLA guaranteed uptimes of at least 99.99%.

 

Global Coverage Capabilities

Most enterprise VoIP carriers offer some global calling coverage. However, the payment structure and countries offered varies greatly. Some providers, like Vonage, offer per- minute international calling rates as well as minute bundles. Other providers offer per-minute pricing to most countries, but include unlimited calling to one or two international locations. Finally, some providers, such as GoTo Connect, include unlimited calling in up to 50 countries.

 

Security Features

Advanced security features are a must-have for enterprise VoIP platforms. Compliance certifications to look for include HIPAA, GDPR, SOC2, SOC3 and STIR/SHAKEN. Data encryption is also important.The highest level is end-to-end encryption, but a good enterprise VoIP platform should at least include encryption in transit and at rest. Other security features to look for include two-factor or multi-factor authentication, firewalls, custom roles and permissions, etc.

 

Top Enterprise VoIP Providers

Below are our top enterprise UCaaS providers, offering a high level of reliability and security along with advanced features and scalability.

 

Nextiva

Nextiva’s enterprise solution combines inbound and outbound contact center functionality with workforce management capabilities, intelligent routing, and customer experience analytics.

Nextiva offers enterprises a range of deployment options including on-premise, cloud, and hybrid solutions. Additionally, Nextiva’s AI-powered capabilities and 24/7/365 live customer support make it a great choice for large companies and enterprises.

 

Key Features 

• Omnichannel capabilities: Seamless integration of voice, SMS, chat, email, social media, messaging, and webform
• AI bots: User train bots to route conversations and provide support in over 50 languages across channels
• Real-time supervisor support: Customizable supervisor dashboards display agent KPIs in real time with optional alerts and interventions
• Workforce management: Includes performance management such as agent rankings and benchmarks, employee scheduling, and more

 

Pricing 

Nextiva offers three plans for enterprises, starting at $75 per user, per month. Companies can also opt for usage based or concurrent pricing plans. AI transcription is always charged on a per-usage basis.

For more information, see our Nextiva pricing guide.

 

Reliability 

Nextiva offers extremely reliable service thanks to over thirty self-redundant and intercommunicating systems that result in a self-heaking network. Nextiva has eight points of presence and strives for 99.999% uptime.

 

Scalability 

Nextiva’s cloud-based solution is flexible and scalable. Nearly every function of the platform can be driven by REST APIs in order to create a completely bespoke communication system.

 

Best For

Nextiva is best smaller enterprises that prioritize fast and effective customer support as well as an intuitive, user-friendly interface. Nextiva is also a great choice for teams that want to restructure or improve the customer experience as Nextiva offers journey orchestration and advanced self-service tools.

 

RingCentral

RingCentral is one of the oldest UCaaS and CCaaS providers in the market and it offers users a feature-rich and highly secure platform. RingCentral is a great choice for enterprises as it allows admins to manage all company locations within a single account. RingCentral also offers sophisticated call management and cost center management, enabling supervisors to create hierarchical billing structures and company-wide routing rules.

RingCentral’s platform contains multiple channels, including an advanced video conferencing solution which works well on an internet browser or mobile device. RingCentral’s security features include single sign-on (SSO), end to end encryption on video calls, custom roles and permissions (with templates), and HIPAA compliance.

 

Key Features 

• Auto Dialer: All contact center plans include voice broadcast, preview, predictive, and progressive dialing modes
• Automated AI summaries: RingCentral’s AI tool, RingSense, is used to transcribe, summaries, and pull insights from interactions
• AI Agent Assist: Leverages company’s existing content such as knowledge bases and customer history to provide agents with the information that they need in real time
• Video conferencing: Includes whiteboard, live transcription, closed captions, breakout rooms, E2EE, and many other features for up to 200 participants
• Advanced analytics: Includes customer journey analytics, post call speech analytics, agent notifications, keyword tracking, and real time and historical reports

 

Pricing 

RingCentral’s UCaaS platform, RingEX, offers three bundled pricing plans. If there are less than 100 users, pricing ranges from $20 to $35 per user, per month. If there are more than 100 users, pricing is quote-based. RingCentral CCaaS platform starts at $65 per user, per month.

For more information, see our RingCentral pricing guide.

 

Reliability 

RingCentral offers an uptime of 99.999% with less than 6 minutes of annual downtime. RingCentral’s global network is made up of 34 fully redundant data centers.

 

Scalability 

RingCentral can be easily scaled numerically as it allows for unlimited users and companies can add on large video meeting and even webinar capabilities with RingCentral’s robust video conferencing solution.

 

Best For

RingCentral is best for large Enterprises, especially those in the healthcare and financial industries thanks to it's wide array of advanced security features and large scale video conferencing. It is also a great option for growing enterprises that need access to AI-powered assistance and advanced analytics.

 

Zoom

Zoom is primarily a video conferencing platform, but it offers a full service UCaaS suite that is suitable for enterprises thanks to features like dial by name directory and unlimited IVR/auto attendants.

Zoom’s platform is flexible, and allows companies to host video meetings of up to 1,000 participants, all with the ability to share their screen, audio, and video.

Zoom’s webinar and events add-ons enable enterprises to host even larger online events with a generative AI tool (AI Companion) that can compose content, generate images, compose chats and emails, automate summaries, and more.

 

Key Features 

• AI Companion: Automatically generates call summaries, prioritizes and extracts tasks from voicemails, and chats with video meeting attendants to catch them up
• Call Recording: Automatic and manual/on-demand call recording with transcription
• Team Chat: Users send files, images, group texts, screen captures, code snippets, etc. with presence display
• Video Clips: Create, edit, share, and store short video clips

 

Pricing 

Zoom Workplace + Zoom Phone plans range from $18.33 to $22.49 monthly per user when paid annually, or $21.99 to $26.99 monthly per user when paid month to month. Zoom Webinars can be added on for $79 per month and the Zoom Events add on starts at $99 per month.

For more information, see our Zoom pricing guide.

 

Reliability 

Zoom does not offer a guaranteed uptime SLA like other competitors on this list, but its video platform is highly reliable with end-to-end encryption, chat etiquette, and GDPR control.

 

Scalability 

Zoom is easy to scale into a full-fledged webinar platform via a Zoom Webinar or Zoom Events add-on. Additionally, Zoom’s phone system includes some CCaaS features such as call monitoring, whisper, and barge. Zoom also offers a global select plan, allowing companies to access unlimited calling in a country or territory where Zoom offers service and there are currently over 40 to choose from.

 

Best For

Zoom is best for remote and hybrid enterprises that have frequent video meetings and need innovative team collaboration tools such as whiteboarding and AI-powered summaries and highlights. Zoom is not the best option for enterprises that need a lot of advanced phone features.

 

8x8

8x8 is a robust CCaaS and customer experience platform that was made for enterprises. In addition to high quality voice service, 8x8 provides powerful data and team collaboration tools, including a feature rich, high volume video conferencing solution and AI driven summaries and insights.

8x8 also offers a seamless integration with Microsoft Teams, making it a great choice for enterprises that are already using Microsoft Office 365. 8x8 also offers global coverage, enabling companies to build a physical presence in up to 55 countries.

 

Key Features 

• Omnichannel Routing: Enables agents to manage all interactions through a single pane of glass with simple or complex routing rules across multiple channels and teams
• AI-Enabled Self-Service: Users build and manage customer service journeys with graphical click and add scripting, end to end automation, turn-key integrations, and pre-built connectors
• Video Conferencing: Up to 500 participants with encryption, post-meeting insights and advanced moderation controls such as meeting lock and permissions
• Team Chat: Unified chat space for mobile or desktop with the ability to launch audio or video calls, share files, etc.

 

Pricing 

8x8 does not publicly list pricing details, but they currently offer three bundled plans as well as an open API solution that enables customers to build a custom platform with voice, messaging, video, and authentication capabilities. In the past, 8x8 contact center pricing has ranged from $85 to $140 monthly, per user, while its UCaaS solution has ranged from $24 to $44 monthly, per user.

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

 

Reliability 

8x8 provides a highly secure infrastructure with a mirrored, fully redundant, and geographically diverse data center and an end-to-end 99.999% uptime SLA that covers both uptime and call quality.

 

Scalability 

8x8 is more expensive than other providers on this list, but it is extremely easy to scale from a large company to a global enterprise. 8x8 offers large video conferencing capabilities, a high level of security, and allows companies to build completely custom phone systems with advanced automations and self service capabilities powered by artificial intelligence.

 

Best For

8x8 is best for large global enterprises that need international calling capabilities as 8x8 is one of the few providers to include unlimited calling to 55 countries. 8x8 also offers a highly secure and reliable platform with workforce management and omnichannel routing features, making it a great platform for companies looking to expand their workforce and outreach.

 

Vonage

Vonage is an affordable UCaaS and CCaaS provider, offering messaging, voice, and video capabilities. Vonage stands out due to its flexibility, allowing businesses to choose which advanced features they want to add on, or build a completely custom solution using voice, video, SMS/MMS, and network APIs.

Vonage caters primarily to SMBs, but it is suitable for enterprises thanks to a high uptime, global coverage, and advanced security features like SSO. Vonage is a great option for enterprises that want to save money on their communication system or build a tailored solution.

Vonage also offers a cloud-based contact center solution, and a combined UCaaS + CCaaS platform called Fusion. These platforms include features such as conversational AI interaction automations, call transcription, workforce management, and dynamic routing.

 

Key Features 

• AI Virtual Assistant: Conversational AI responds to self service requests and communicates with customers using natural language
• Gamification: Integration with Salesforce to enable admins to create interactive, real-time leaderboards, award points, create levels and badges, etc.
• Workforce Management: Vonage partners with WFM solutions to track omnichannel data and make scheduling forecasts
• Call monitoring: Supervisors can engage in whisper coaching, secret monitoring, or join a call between an agent and customer, converting it to a 3-way call

 

Pricing 

Vonage’s business communications platform (VBC) has three pricing plans ranging from $13.99 to $39.99 per user, per month, with volume and annual discounts available. These bundled plans include basic VoIP features but advanced features such as AI Virtual Assistant, Conference Bridge, Call Queue, etc., must be purchased as add-ons. Vonage does not list prices for its CCaaS and CCaaS + UCaaS (Vonage Fusion) platforms.

For more information, please see our Vonage pricing guide.

 

Reliability 

Vonage Contact Center offers a reliable cloud architecture with multiple databases, and 24/7 platform analysis. Vonage’s automated systems review metrics, trigger auto-recovery actions, and alert engineers when deeper analysis is necessary. Vonage offers a 99.999% uptime.

 

Scalability 

Companies using Vonage can scale geographically as Vonage offers international numbers and service in 85+ countries. Vonage customers can pay per-minute prices or purchase bundled minute plans. Vonage’s flexible platform can scale up to support any number of users.

 

Best For

Vonage offers some of the most affordable prices in the enterprise VoIP space, making it a great choice for companies that have a smaller communications budget but don't want to sacrifice reliability. Vonage is also great for teams that need a custom solution thanks to pre-built integrations, a variety of APIs and SDKs, and flexible add-on pricing.

 

GoTo Connect

GoTo Connect is a UCaaS and CCaaS provider that enables enterprises to communicate on multiple channels while centralizing data on shared inboxes.

Additionally, GoTo Connect generously includes unlimited international calling, video conferencing, and a plethora of advanced features such as AI text-to-speech sound clips, real-time reporting and alerts, and call routing optimizer on all plans.

GoTo Connect is pricier than many competitors on this list, but in exchange it provides users with 24/7 support, advanced integrations, a high level of security and reliability, and numerous automations.

 

Key Features 

• AI Powered Messaging Assistant: GenAI tools will respond to user prompts and compose a message based on content, tone, and campaign type preferences
• Campaign Templates: Customizable pre-defined templates for a variety of business goals, industries, audience types, and channels
• Chat Assistant: AI bot that interacts with customers according to predefined conversational flows
• System Health Dashboard: Constantly monitors network health, call volume, call quality, audio delay, etc.
• AI Call Summaries and Chat Analysis: AI assistant automatically summarizes calls and scores chat conversations to deliver insight on how the interaction went and what the overall customer emotion was

 

Pricing 

GoTo Connect currently does not publicly list any of its prices, but it has previously listed pricing for UCaaS plans as starting at $27 per user, per month. This is already on the high end for UCaaS, so it’s safe to assume that GoTo Connect will cost more than other providers. On the other hand, GoTo Connect offers more services than many other brands including unlimited international calling and up to 1,000 toll-free minutes.

For more information, please see our GoTo Connect pricing guide.

 

Reliability 

GoTo Connect is a reliable phone system with 99.99% uptime, enterprise single sign on, password protection, risk based authentication and SOC 2 and SOC 3 compliance.

 

Scalability 

GoTo Connect is easy to scale numerically as well as geographically thanks to unlimited international calling, a versatile cloud-based system, and a robust mobile app.

 

Best For

GoTo Connect is great for companies that want to integrate with other GoTo products such as GoTo Webinar and GoTo Training. Additionally, GoTo has one of the most seamlesss integrations with Microsoft Teams. GoTo is also a great option for high volume call centers thanks to intelligent routing, auto dialer, and skill assignment features, and global enterprises, as it includes unlimited calling to 50+ countries.

 

Contract Negotiations with an Enterprise VoIP Provider

Once you have found a provider that checks all the necessary boxes when it comes to features, security, and price, you will need to negotiate a plan. While most VoIP providers list pricing for SMBs, enterprise plans are generally quote based to meet the unique needs of the business and offer volume discounts.

Here are some things to discuss during contract negotiations.

 

SLA Development

The service level agreement (SLA) is a guarantee that the provider will meet a specified uptime. An SLA guarantee gives companies peace of mind that the lines of communication will remain open for their business and customers can always reach them.

The provider’s uptime should be as close 100% as possible, but at least 99.9%. The contract may also specify what remedies are available to the business if the provider fails to meet the terms of the SLA.

 

Support Terms

Even with the best VoIP providers, there are times when you or your team will need to contact customer support. It’s important to include support terms in the initial contract negotiations. You will need to determine whether the cost of onboarding and training is included and what the provider’s support hours are. Oftentimes enterprise plans include priority support such as a dedicated support agent or a guaranteed response time.

 

Pricing Structure

During a contract negotiation you will need to find out exactly how the price is broken down. Will you be paying a flat monthly fee or per user? Are you paying any per minute or per message charges or is everything unlimited? Are you paying for any add-on features?

The pricing structure is especially important for scaling purposes, so that you know how much it will cost to scale your communications or add features.

 

Included Features

Enterprise plans usually include advanced features, because these are the most premium plans. However, many providers offer their most advanced features, such as generative AI and NLP-powered features as add-ons. During contract negotiations, you should determine what features your company needs and ensure that these are included in the plan.

It is also helpful to ensure that you aren’t paying unnecessarily for features that you won’t use. If you are unsure, you can negotiate to try out an add-on feature for a few months to determine if it will be helpful to your company before adding it to a year long contract.

 

Calling Area

For companies that do a lot of international calling, it would be best to find a provider that offers unlimited international calling For businesses that only engage in international calling occasionally. It might make more sense to purchase a bundled international minutes package, or even pay per minute.

In any case, international calling capabilities should be discussed before the contract is signed as even in pay-per-minute scenarios, the provider usually has to enable this feature.

 

How to Choose an Enterprise VoIP Provider

Here are the major factors to consider when shopping for enterprise VoIP systems.

 

Evaluate Your Phone System Budget

When switching to an on-premise VoIP system, expect initial startup costs. In the case of enterprise VoIP, you may need to buy new phone systems, upgrade your modems or routers, or pay to keep your number.

However, cloud-hosted VoIP systems only have one startup cost: the monthly subscription. These VoIP phone systems often include a wide variety of features and communication channels, bundled into a monthly subscription plan. Further, VoIP providers frequently offer unlimited calling areas that span the United States and Canada.

Examine the unlimited calling areas and features that various VoIP providers offer, and compare each provider’s pricing plans. Choose the subscription plan that provides the balance between features and cost.

 

Determine the Features and Channels You Want

Each enterprise VoIP solution offers a unique suite of features:

• Routing features like IVR, call queues, ring groups, skills-based routing, and more
• Communication channels like voice calling, SMS, team chat, and video meetings
• Collaboration tools like file sharing, whiteboards, and team threads
• Analytics and reports like sentiment scores, call volume, activity insights, and performance metrics

Before you choose a provider, consider which features you want to prioritize in your next phone system. You may want a collaboration platform with multiple communication channels, or you might prioritize supervisor support tools like analytics and call center monitoring. Or, perhaps you only need a simple phone system with basic routing features and call controls. Choose a provider that offers the features you want, without the features you don’t.

 

Consider Your Company Structure

While choosing an enterprise VoIP provider, consider your company’s remote status, structure, and makeup:

• Number of employees and locations you have
• Remote, in-person, or hybrid offices
• Where your employees are located
• Plans to upsize or downsize your workforce

With this in mind, look for a VoIP phone system with the flexibility to meet your needs. For hybrid and remote employees, consider a cloud-hosted system due to its flexibility. Similarly, geographically dispersed teams–or those who plan to expand in the near future–should favor a cloud-based phone system, which simplifies purchasing new virtual phone numbers and adding new users across the globe.

 

Ensure You Have Sufficient Bandwidth

VoIP telephony can take up a lot of your bandwidth, clogging the network with a constant flow of uploaded and downloaded data packets.

To support enterprise VoIP telephony, make sure your router has quality of service (QoS) settings. QoS can prioritize certain data, devices, or users–such as favoring VoIP and video data–over data like emailing and web browsing. Setting QoS priority helps ensure that VoIP calls have the network bandwidth they need, even when the local network gets congested.

If your router is outdated or you frequently experience latency, you may need to purchase a new router with enough bandwidth. Look for a router that supports WiFi 6, or 802.11ax.

 

Know the Difference: Cloud Hosted vs. On-Premise vs. Hybrid

There are three primary types of enterprise VoIP setup: cloud-hosted, on-premise, and hybrid.

 

Cloud-Hosted VoIP

With a cloud-hosted VoIP phone system, the VoIP provider houses and maintains all the phone system hardware: servers, data centers, connection to the PSTN landline, and everything else.

A remote-hosted system conveniences the user because you don’t have to manage any hardware. Employees and administrators just log in to the VoIP app and begin making calls.

Cloud-hosted VoIP systems typically offer subscription-based pricing models bundling a wide variety of digital phone system features: routing, call queues, collaboration features, and multiple communication channels. Adding and removing users takes just a few minutes, and companies can purchase and assign phone numbers from throughout the world, making it a scalable and flexible system. Cloud-hosted VoIP phone systems are a great choice for remote companies or those that want a wide variety of communication channels.

 

On-Premise VoIP

An on-premise PBX system utilizes a hardware IP PBX box, which you manage onsite in a room or office and connects to the internet and PSTN landline. While these systems require maintenance, they can support advanced features and hundreds of users.

On-premise IP PBX boxes support features like call recording, call monitoring with whisper and barge, voicemail and voicemail-to-email, call queues, ring groups, and routing. Administrators can set up IVR systems and routing call flows, with a greater amount of privacy and control over the features you want in your phone system. Plus, once you buy the equipment, on-premise VoIP systems often have low operating costs.

This makes a great option for companies that have an established office and want VoIP calling but don’t need too many advanced features.

 

Hybrid VoIP System

A hybrid system is a mix of cloud-hosted and on-premise VoIP systems. Hybrid enterprise VoIP is designed for businesses that have existing TDM infrastructure providing value to the company. The existing analog lines will be integrated into a VoIP system while new buildings and mobile phones will be able to access the cloud.

This is best suited for older buildings that do not have Ethernet plugs available in every office. It’s also useful for a large business where it’s not practical to replace every phone with an IP phone. One common application is to have internal communications in an office continue to use the existing legacy PBX while connecting the different sites via IP.

A company with established offices in many different countries would benefit most from this type of solution.

 

Questions to Ask a Prospective Provider

Here are the best questions to ask when choosing an Enterprise VoIP provider.

 

What are Your Calling Rates?

Many VoIP providers offer unlimited calling within the United States and Canada–but some offer a larger unlimited area that includes Mexico. Further, some providers offer unlimited domestic calling for companies based outside the US, and some offer unlimited calling areas that span dozens of countries.

Each provider also has unique international calling rates. Consider where your company calls most frequently, and the rates your provider offers for those areas.

 

What is The User Interface Like?

Most enterprise VoIP providers offer a web- and mobile-based app, which users access in order to make phone calls or use other features. Some interfaces feel spacious and intuitive, despite offering a wide variety of collaboration, multichannel, and collaboration features in one dashboard. On the other hand, some VoIP apps feel outdated or overwhelming, with a dashboard that’s either lackluster or overcrowded with features.

Ask your provider for a demo, free trial, or product screenshots that give you an idea of the interface’s usability.

 

What Advanced Features Do You Offer?

While most VoIP providers offer basic features like call controls and voicemail, enterprise VoIP providers differ in the advanced features they offer. Consider some of the options below when examining your providers’ features, to find a phone service that offers the bells and whistles you want.

Other advanced features to utilize:

• Analytics: After a few weeks, your analytics portal will have gathered some useful insights about call volume, channel usage, agent activity, and maybe even customer sentiment
• IVR and IVA: While IVR is a relatively basic feature, IVA systems enable you to provide customers with a conversational text-based self-service menu
• Call queues: Once you have routing set up, organize agents into ring groups or call queues–to help organize inbound calls and make it easier for agents to see who’s waiting

 

What is Included in Each Pricing Tier?

While most cloud-hosted VoIP providers offer a wide range of communication channels, routing features, and collaboration tools, many providers arrange these features uniquely among their pricing tiers.

For example, some providers offer call queuing in their most basic tier, while other providers offer advanced analytics or AI-based live-agent support. Some providers include video in their most basic tier, while some reserve video meetings for higher-tier plans. When you choose a provider, examine each of their pricing tiers to find one that suits exactly the features you want.

 

Why Your Company and Not Another?

When looking at the offerings of different enterprise VoIP providers, several could share 90-99% similarity. You can expect most of the same features, a similar price point, and hopefully good customer support. But the devil is in the details.
In that 1-10% difference, you’ll find exclusive features, a special graphical user interface, or an app that no one else has. Ask what makes them stand out.