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Top 10 Best VoIP Providers & Phone Services Companies

Arjel Vajvoda Bio
Top 10 Best VoIP Providers & Phone Services Companies

Slash office setup times by 55% with VoIP's instant deployment and easy scaling.

VoIP is reshaping business communication, slashing telecom costs, and ditching bulky hardware. Companies are racing to adopt this tech. In fact, 46% of enterprises already have workloads in the public cloud. The best cloud-based VoIP systems deliver internet calling without on-site equipment, offering easy setup, crisp audio, and robust features. However, providers vary in pricing, features, and calling areas.

To help you make an informed decision, we've conducted an in-depth analysis of the top VoIP services in 2024. Our comprehensive review focuses on key factors like pricing models, feature sets, scalability, and performance. Read on to discover which VoIP solution best fits your business's unique communication needs and budget constraints.

Our Top 10 Best VoIP Providers & Phone Services Companies:

  • RingCentral - Best VoIP provider overall
  • Vonage - Best for reliability with 99.99% uptime
  • Zoom Phone - Best for budget-conscious users
  • GoTo Connect - Best for unlimited international calls
  • Dialpad - Best for small businesses
  • Grasshopper - Best for unlimited number extensions
  • Ooma Office - Best for easy setup
  • Phone by web.com - Best for low call volumes
  • CloudPhone - Best for SMS marketing
  • Comcast Business - Best for call safety features
Show more


Our Methodology: How We Reviewed the Best VoIP Providers & Services

We approached this VoIP provider review with a comprehensive methodology, leveraging insights from our product management and customer success team. Our collective SaaS background guided us as we developed a user-centric evaluation process. We meticulously assessed how each provider addresses real-world business challenges and enhances customer satisfaction.

We recognize that VoIP needs vary significantly across businesses. Therefore, we've highlighted each contender's distinctive features and practical applications. 

Evaluation Criteria:

  • Pricing and Free Options: To determine overall value, we analyzed cost structures, including paid plans and free versions or trials.

  • User Base: We assessed the size and growth of each provider's user community.

  • Communication Features: We tested the range and effectiveness of available communication tools.

  • User Satisfaction: We scrutinized customer feedback from platforms like Trustpilot and BBB, highlighting both positive aspects and areas for improvement.

  • Call Quality and Reliability: We tested the audio quality and connection stability across various network conditions.

  • Scalability: We evaluated how well each service accommodates business growth and increased user numbers.

  • Integration Capabilities: We assessed the ability to integrate with other business tools and CRM systems.

Our 10 Best VoIP Companies & Services

  • 1
    RingCentral

    RingCentral

    • No. of usersUnlimited
    • PricingFrom $20/month/user
    • Best forInternal team collaboration and task management

    RingEX - Best VoIP provider overall

    RingCentral’s RingEx cloud communication service is designed for teamwork. It combines all the essentials—VoIP calling, SMS messaging, team chat, and video conferencing into one streamlined package. Enhanced with real-time AI and conversation intelligence, this unified communications as a service (UCaaS) platform transforms how teams collaborate, making every interaction smarter and more efficient.

    You can set up a custom-built phone system with ease and invite users via email. You also get features like voicemail transcription, call recording, and adaptive Interactive Voice Response (IVR) menus to enhance self-service routing. Beyond core functions, RingEx offers over 300 app integrations, seamlessly fitting into your existing communication workflow. 

    Its HD video meetings require no downloads to join and are supported by AI tools like live captioning and in-meeting transcriptions. Smart features also reduce background noise and keep the camera focused on the speaker.

    According to Emma Grotluschen, Senior Manager of Customer Service at Swanson, RingEX Contact Center enables their entire team "to improve [their] customer service operation." She adds, "The reporting capabilities help us continually monitor and improve our performance, and [with] the automatic call recording, our supervisors tripled the calls they can review."

    Why we chose RingCentral: You can tailor phone settings like automatic call recording for individual agents and even customize phone numbers, business hours, and caller IDs. Another standout feature is the ability to set basic or advanced call routing rules. Plus, you can adjust ring durations and forward calls with a pre-recorded phone menu. This ensures that customers always connect to the right person without any hassle.

    Our experience: When we tested out RingEx, the setup process was remarkably smooth. We appreciated the ability to port both our existing numbers and shared lines without issues. Our agents found it quick and easy to establish new business lines on their personal mobiles, laptops, and desk phones. The RingEx app made syncing everything a breeze, allowing for a hassle-free transition across all devices.

    Pros
    • Unlimited domestic calling in the US and Canada
    • Ultra plan offers unlimited storage for files and recordings
    • Offers whiteboard and annotation video meeting capabilities
    Cons
    • Multi-site admin and management features not available on Core plan
    • No unlimited international calling options
  • 2
    Vonage

    Vonage

    • No. of usersUnlimited
    • Pricing From $13.99/month/user
    • Best forRemote companies seeking mobility

    Vonage - Best for reliability with 99.99% uptime

    Vonage Business emerges as a veteran in the UCaaS landscape, delivering a robust mix of VoIP, SMS, live chat, and video functionalities. This experience translates into a smoother operation than you might find with newer platforms, offering a reliable and refined communication solution for businesses of all sizes.

    The platform has 41 built-in features that enhance collaboration, customer engagement, productivity, and employee experience. Agents get tools like Call Announce, which previews the caller's identity and purpose, while managers can access the Busy Lamp Field, showing which lines are active. 

    Kevin Peña, Strategic Partnerships Manager at Headsets.com, says, "Since moving to Vonage Business Communications, we have team members working in both home and office stations. They’re able to log in from wherever they are that day seamlessly. We can log in to our VBC accounts and make or receive calls from a cell phone just as easily as an office phone. It’s a simple, user-friendly interface that keeps calls, voicemails, and messages all in one place."

    Why we chose Vonage: It offers unique industry-specific solutions for sectors like healthcare, retail, education, and finance. Take healthcare, for instance: the platform enables you to route patients directly to the most suitable medical professional for their particular needs. Also, features like the VisuWell app center integration ensure HIPAA-compliant virtual visits, enabling medical professionals to connect with patients on almost any device.

    Our experience: When we integrated Vonage into our operations, the fully customizable virtual AI receptionist saved us a lot of headaches. It allowed us to set up dependable call routing for holidays, lunch, after-hours, and emergencies. With the AI virtual assistant, managing customer engagement became significantly easier for our agents.

    Pros
    • Video conference with up to 200 participants
    • No user limit on lower-tier plans
    • Can flip live calls between devices
    Cons
    • Mobile plan lacks single sign-on for in-app authentication
    • Local phone number costs an extra $4.99/month
  • 3
    Zoom Phone

    Zoom Phone

    • No. of usersUnlimited
    • PricingFrom $10/month per user
    • Best forBusinesses looking for an advanced phone-only solution

    Zoom Phone - Bring your own carrier functionality

    Zoom Phone offers a solid VoIP option for small businesses on a budget. It balances cost with various features, making team collaboration easier through messaging, file sharing, and searchable conversations. It also works well with major third-party apps like Microsoft, Google, and Salesforce, which help reduce workflow friction and boost productivity.

    For more demanding needs, Zoom Phone offers comprehensive call center capabilities. These include unlimited queues, advanced call distribution, voicemail transcription, and intelligent IVR routing. The system allows effortless call switching between devices, ensuring you stay connected regardless of platform.

    Plus, the Bring Your Own Carrier (BYOC) feature offers flexibility. It lets you keep your current PSTN provider while leveraging Zoom's advanced features. This means you can maintain existing contracts and phone numbers while upgrading your setup. 

    Why we chose Zoom Phone: Zoom's new analytics tools provide deep insights into call performance and usage patterns. You can monitor detailed metrics for call queues, including SLAs, volume, wait times, and call outcomes. The system also offers Mean Opinion Scores for inbound and outbound calls, allowing you to assess quality across individual sites or your entire network.

    Our experience: We've been using Zoom Phone's AI Companion to streamline our meetings and it's transformed how we handle follow-ups. Instead of scrambling to take notes, we now receive concise post-call summaries that capture key points and actions. The voicemail task extraction feature also organizes our call-back priorities directly from our voicemails, ensuring we never miss a beat.

    Pros
    • Offers 24/7 phone and chat support
    • Features add-ons for unlimited calling in 19 countries
    • Switch between any advice with multi-device calls
    Cons
    • Power Pack analytics are an extra $25 a month
    • HD video with noise cancellation limited to Business Plus plan
  • 4
    GoTo Connect

    GoTo Connect

    • No. of usersUnlimited
    • PricingFrom $27/month/user
    • Best forCall center monitoring

    GoTo Connect - User-friendly softphone features

    GoTo Connect is a unified communications platform for businesses that need a comprehensive phone system. It has over 100 features, including unlimited call routing, auto attendants, and an innovative visual dial plan editor that simplifies call management. It enhances day-to-day operations and integrates with other business tools.

    You're not tied to a specific location or device. You can access virtual phone numbers that work in 50+ countries, allowing you to make and receive calls from your computer or mobile device. When you need to transfer a call or adjust how incoming calls are routed, you can do so easily using a drag-and-drop interface. 

    The platform also supports video meetings that sync with your calendar and team chats for quick conversations. You can share files, jump into calls with one click, and even express yourself with emojis. 

    Why we chose GoTo Connect: The visual dial plan editor simplifies call management. You can easily map out call flows, route calls to specific departments, and set up auto attendants. Its drag-and-drop interface takes the guesswork out of organizing your phone system, making it quick and intuitive to update as your needs change.

    Our experience: GoTo Connect's visual tool for setting up complex phone routing is incredibly user-friendly. We appreciate the seamless integration with Microsoft Teams and the ability to reuse our existing hardware. The mobile app allows us to work remotely, which is a lifesaver during bad weather. However, we've noticed a slight delay in the mobile app when catching calls in a ring group, which can be a bit frustrating at times.

    Pros
    • Unlimited calling area
    • Features custom ring orders
    • Unrestricted call queues on the Standard plan
    Cons
    • Video meetings cap at 250 participants
    • Limited monthly SMS credits (80 per seat)
  • 5
    Dialpad

    Dialpad

    • No. of usersUnlimited
    • PricingFrom $15/month/user
    • Best forSmall-team video collaboration and real-time agent support

    Dialpad - Best for free and unlimited video meeting support

    Dialpad is an AI-enhanced UCaaS platform that unifies VoIP, SMS, team chat, and video conferencing into a single, seamless experience. Whether in the office or working remotely, teams can collaborate effortlessly across various devices.

    The platform provides unlimited calling within the US and Canada and extends global reach with cloud numbers in 70+ countries. It also offers free unlimited video meetings that participants can join on any device without downloading an app. 

    Its AI-powered seller experience truly elevates the outbound sales dialer. Based on sentiment analysis, it offers live coaching to agents, sharpening their sales skills in real-time and making it easier to close deals quickly. 

    Why we chose Dialpad: Dialpad excels at convenience. You can switch devices mid-call without interruption and set custom routing rules for efficient call management. But what truly sets Dialpad apart is its exceptional customer service. They’re always just a call away, with no long waiting times or complicated ticket-raising processes. The support team is incredibly responsive and helpful, ensuring that any issues or questions are resolved promptly.

    Our experience: Dialpad has transforms communications with its AI-powered features and call transcription capabilities. When we encountered technical issues, their support team quickly resolved them and even helped us set up additional features across all departments. The improved desktop app and seamless call management have significantly enhanced our workflow, making Dialpad an invaluable tool for our team.

    Pros
    • 14-day free trial available
    • Single sign-on for easy access
    • Includes real-time analytics and reporting on all plans
    Cons
    • Video meetings capped at 10 participants
    • Extra toll-free numbers cost $15/month
  • 6
    Grasshopper

    Grasshopper

    • No. of usersUnlimited
    • PricingFrom $14/user/month
    • Best forTeams that share phone numbers among multiple users and extensions

    Grasshopper - Best for personalized automatic greetings

    Grasshopper offers a budget-friendly VoIP phone system tailored for small businesses. Starting at just $14, it's ideal for entrepreneurs looking to boost their communication game without breaking the bank. Its website is packed with business advice and tools, reflecting a deep understanding of small business needs.

    Despite the low price, the platform doesn't skimp on features. You get all the essentials like business texting, call forwarding, and voicemail transcription to help you maintain a professional image without a hefty investment.

    Customization is where Grasshopper really shines. You can create your own greetings and use custom-hold music to add a personal touch. Plus, the service runs smoothly across desktop and mobile platforms, keeping you connected wherever you go.

    Why we chose Grasshopper: In addition to the custom greetings, you can access Grasshopper’s Voice Studio. This service lets you submit a script and have it recorded by a professional voice actor for a nominal fee. This unique service ensures that even the smallest businesses can project a polished and professional image. 

    Our experience: We are genuinely impressed with Grasshopper's live receptionist feature. It felt like a breath of fresh air to have real, US-based people accurately answer our calls and handle inquiries about our business anytime we need them. Even though it doesn’t have video meetings or third-party integrations, it’s easy to use and perfect for small teams. 

    Pros
    • Seven-day free trial with no credit card required
    • Conference call up to 10 people
    • Provides unlimited minutes
    Cons
    • Lacks video and chat features
    • No international phone numbers
  • 7
    Ooma Office

    Ooma Office

    • No. of usersUnlimited
    • PricingFrom $19.95/month per user
    • Best forCall queues and live queue monitoring

    Ooma Office - Best for zero commitment entry to VoIP

    Ooma Office is an excellent choice for those new to UCaaS platforms. With no contracts and a 30-day money-back guarantee on hardware, businesses can explore advanced communication tools without long-term commitments or financial risk.

    The platform provides solutions that cater to virtually any communication need. A standout is the Call Park feature, which enhances traditional call transfer capabilities by allowing users to place callers in "parking spots." This lets anyone retrieve the call from any device, offering the flexibility to move around or switch devices without dropping the call. 

    Plus, the Multi Ring feature ensures you never miss a critical call by ringing multiple devices simultaneously, whether it's your office phone, mobile app, or an external device. Ooma's plug-and-play overhead paging system is remarkably easy to implement for in-house communication. Simply connect the adapter, configure it through the dashboard, and you're set to broadcast messages across your premises.

    Why we chose Ooma Office: Ooma Office Pro Plus stands out with its Hot Desking feature, allowing employees to turn any phone into their personal extension. This flexibility is ideal for shared workspaces. Staff can access their lines, voicemails, and Caller ID from any device. The company recognizes the potential for significant hardware cost reductions with this adaptable system, making it a smart choice for businesses with dynamic office environments.

    Our experience: We particularly liked the find me/follow me service. The mobile app works seamlessly for outbound calls, while the analog adapter even lets us keep an old rotary phone in service for nostalgia. Ooma's Caller Info Match feature has been a game-changer, pulling data from our CRM and social media to help us connect more personally with clients and leads.

    Pros
    • Free toll-free number with 500 monthly inbound minutes
    • FCC-regulated Enhanced 911 (e911) services
    • One-on-one team chat included in all plans
    Cons
    • Basic features like text messaging restricted to higher-tier plans
    • Concerns about billing practices and difficulty updating payment methods
  • 8
    Phone by web.com

    Phone by web.com

    • No. of usersUnlimited
    • PricingFrom $11.99/month per user
    • Best forAccessing a low-cost basic plan that includes video conferencing

    Phone by web.com - Best for call management with AI assist

    Phone by Web.com is a budget-friendly VoIP solution for businesses of all sizes. Its basic plan starts at $14.99/month and provides 500 pooled calling minutes and 1,000 pooled texts. Higher-tier plans, like the $24.99 "Plus" option, offer unlimited calling and texting in the US and Canada. Every user receives a free local number, with the option to upgrade to a premium or customized number for an additional fee.

    All plans include enterprise-level features like automated attendants, customizable greetings, and hold music. The account management makes it easy to set up over 50 features, including call forwarding, voicemail-to-email, and call screening.

    Phone by Web.com's video conferencing tool supports up to 100 participants, with screen sharing, recording, and whiteboard capabilities. Advanced scheduling allows businesses to direct calls based on time and day, ensuring optimal customer service. Plus, its Call Analytics feature provides detailed call patterns and performance metrics to enhance customer engagement. 

    Why we chose Phone by Web.com: The AI-Connect feature impressed us with its smart integration of AI for call routing and appointment scheduling. Using natural language processing (NLP), it analyzes incoming calls in real-time to determine the caller's needs and then routes the call to the right department, individual, or voicemail based on your set criteria. Plus, it syncs with Google and Outlook calendars to avoid any overlaps or conflicts. 

    Our experience: We implemented Phone.com's Click-to-Call feature on our website, which was a user-friendly addition. Embedding the code was straightforward, making it easy for visitors to reach us. When we expanded our phone system, though, we hit some snags. While customer support responded promptly, sorting out the tech issues took longer than we'd hoped. Despite these growing pains, we've found the service generally useful for managing our business calls.

    Pros
    • Unlimited video duration
    • All plans include a 30-day money-back guarantee and qualify for volume discounts
    • All plans are HIPAA-compliant
    Cons
    • No team chat feature
    • Call analytics only available to pro users
  • 9
    CloudPhone

    CloudPhone

    • No. of users10
    • PricingFrom $24/month per user
    • Best forSmall businesses of up to 10 people

    Cloudphone.com - Best for launching drip campaigns

    Cloudphone.com offers a specialized VoIP phone system that excels in voice and SMS marketing. When you sign up, you receive a toll-free or local number that lets you handle business calls on your personal devices without compromising your private contact info.

    The system packs features that boost efficiency and customer service. Automated receptionists manage incoming calls when you're unavailable, routing them based on preset instructions. Text automation provides quick responses, while call-to-text tech seamlessly shifts phone conversations to text chats for detailed follow-ups. 

    Cloudphone.com also supports your team's growth with scalable collaboration tools. You can easily record calls for quality assurance or training purposes, manage call traffic with forwarding options, and engage in unlimited conference calls. Plus, ring groups ensure that multiple phones can answer a single business number so that every call gets answered. 

    Why we picked Cloudphone.com: Its capability to launch drip campaigns directly to subscribers' phones caught our attention for its marketing potential. This feature lets you send updates about sales, new products, and other marketing materials, keeping your audience engaged and informed. 

    Our experience: We recently started using Cloudphone.com's SMS keyword feature, and it's made a big difference in handling customer inquiries. Setting up auto-responses was pretty straightforward, letting customers text specific words to get quick answers. It's definitely saved us time on routine questions, though we're still fine-tuning some of the responses to cover all bases.

    Pros
    • All plans include Zapier integration
    • Easy-to-manage contact lists
    • Offers unlimited calling and messaging to the US and Canada
    Cons
    • International calling and messaging is limited to the Small Business plan
    • The lower plans don’t have analytics and reporting capabilities
  • 10
    Comcast Business

    Comcast Business

    • No. of users5,000+
    • PricingCustom-quote pricing
    • Best forEasy transitions from a basic landline to a VoIP phone system

    Comcast Business - Best for specialized point-of-sale applications

    Comcast Business equips businesses with a comprehensive suite of voice features to boost efficiency and effectiveness. It offers essential functions like Call Forwarding, Extension Dialing, and Call Hold. But you also get advanced options such as Priority Alert and Selective Call Forwarding. 

    Comcast Business lets you access your voicemail both by phone and online from anywhere in the world. For security reasons, the initial setup and activation must be done from your office phone. You can change the default voicemail password and create a customized greeting for added personalization and security. 

    Additionally, Business Voice and VoiceEdge Select customers can opt to receive their voicemail transcripts and files via email, with the Readable Voicemail feature converting voicemails to text.

    The platform also includes tools like the Busy Lamp Field (BLF), which lets you see the status of colleagues directly on your phone, which helps to manage calls and enhance collaboration. Other perks include basic listings in the White and Yellow Pages, international calling, and services for fax, alarm, and point-of-sale applications. 

    Why we chose Comcast Business: It enhances your business’s safety with features like Call Trace and Caller ID Delivery Blocking. Call Trace ensures that the number of your last incoming caller can be traced, which is crucial for taking action against offensive or harassing calls. Meanwhile, Caller ID Delivery Blocking allows you to make calls anonymously, safeguarding your privacy when necessary. 

    Our experience: Since trying Comcast Business's Priority Alert, we saw that our team's responsiveness to key contacts has improved. We set up special rings for our top 12 contacts, ensuring we never miss a crucial call. This feature has been a game-changer for our customer service. It helped us prioritize our most important relationships without sacrificing overall productivity.

    Pros
    • Unlimited nationwide calling across North and parts of South America
    • Comprehensive suite of call controls
    • Hunt Groups ensure calls are always answered by available team members
    Cons
    • No chat, SMS, video, or analytics
    • No built-in IVR functionality



How to Compare the Best VoIP Providers & Services

When selecting a VoIP provider, focus on your business's unique requirements. Consider your budget, team collaboration style, preferred communication channels, call volumes, and primary call destinations.

Next, evaluate features and pricing from potential providers. Key functionalities to consider include call distribution, auto-attendant, caller ID, video conferencing, SMS capabilities, and file sharing options.

The chart below offers an overview of essential features and channels across different providers. Use this comparison to identify which service aligns best with your specific business needs.

What Is VoIP?

Voice over Internet Protocol (VoIP) is a modern phone service that transmits your voice as data over the internet rather than through traditional landlines. This technology is particularly versatile because you can use your phone services from any spot with an internet connection. These systems are commonly used for:

  • Managing incoming and outgoing phone calls in call centers

  • Participating in call and video conferencing

  • Conducting distance learning sessions

  • Providing telehealthcare services

  • Keeping in touch with associates, friends, or relatives around the globe

How Do VoIP Services Work?

VoIP technology converts audio from a microphone into data packets and transmits them over the internet to recipients worldwide. When a company subscribes to a VoIP service, its employees use a desktop or browser app connected to the internet. As they speak into the device's softphone (virtual phone), the app sends audio data to the provider's servers.

The data then travels through a global network to reach the call recipient. For calls between VoIP numbers, this process occurs entirely over the internet. However, when calling mobile or landline numbers, the VoIP data converts to mobile data (4G or 5G) or a traditional phone signal (PSTN) to complete the connection.

What Is Business VoIP and How Can It Help Your Business?

Business VoIP solutions use the same audio transmission process as regular VoIP, but it’s specifically designed to meet corporate needs. Unlike traditional PBX systems, VoIP offers numerous advantages that can significantly enhance your business operations, including:

  • Quick setup

  • No hardware maintenance

  • Easy scalability

  • Diverse communication channels

  • Global business presence

  • Enhanced internal collaboration

  • Improved customer service

  • Superior call quality

  • Increased agent mobility

  • Unified business identity for remote teams

VoIP empowers your team to work more efficiently by integrating AI support and workflow tools into a single application. This versatile platform enables seamless communication with customers across multiple channels, accessible from any device with an internet or cellular connection. By adopting a VoIP system, your business can streamline communications, reduce costs, and improve overall productivity. 

How to Choose the Best Business VoIP Services

It’s essential to take your time to compare VoIP providers. Understanding your specific business needs and how each provider's features align with your company can make a significant difference in pricing and quality. 

Here’s how to choose the right VoIP service for your business: 

  1. Consider your company's needs: Determine your budget, desired features, preferred communication channels, degree of collaboration required by agents, and the geographical areas where you frequently operate.

  2. Compare collaboration and multichannel features: Look at what communication channels are offered by each provider in our list. Pay attention to their pricing plans, collaboration features of video meetings and team chat, and additional agent-support tools like live call transcription or speech coaching.

  3. Assess unlimited calling areas: Review your call logs and volume to determine the destinations your agents call most often. If they make frequent international calls, opt for providers with cheap international rates or multi-country unlimited calling areas.

  4. Determine your desired geographical presence: Consider where your customers are, and decide if you want to expand your reach in those areas. Look for a service provider that offers DID virtual numbers in the regions where you want to establish a local presence.

  5. Compare routing and queueing capabilities: Assess the size of your call center, including the number of agents, supervisors, and departments you have. Determine if you need to route inbound calls to multiple departments like sales. Then, consider routing and queueing feature like ring groups, auto attendant menus, skills-based routing, and live queue analytics for supervisors.

Important Features of VoIP Services You Must Know

The most important VoIP features include multiple communication channels, call routing, IVR and auto attendants, call queueing, analytics, call recording, and transcription. These help your agents and administrators get the most out of your company's system.

Communication Channels

Most VoIP companies focus on internet-based voice calling, while UCaaS platforms offer up to four virtual communication channels, including: 

  1. Phone (VoIP calls): Internet-based voice calls for clear, affordable communication

  2. SMS: Text messaging for quick written exchanges

  3. Video conferencing: Virtual face-to-face meetings for better collaboration

  4. Team chat: Instant messaging for fast internal and group communication

These channels are integrated into a single product, providing a versatile and efficient communication solution. 

Call Routing

Also known as automatic call distribution (ACD), call routing involves setting up your phone system to direct incoming calls to specific users based on predefined rules. 

For instance, self-service IVR (Interactive Voice Response) menus allow customers to choose options that guide them to the appropriate user or department. Alternatively, skills-based routing (SBR) directs calls to agents who have the most suitable skills for the customer’s needs, ensuring a more efficient and effective response. 

Call Queueing

Call queueing manages incoming calls when all agents are busy. It places customers in a line, organizing them based on their arrival time. Your agents can view the queue and choose which call to handle next, giving them control over their workflow. 

Many systems also offer ring groups, which allow you to create teams of agents who share responsibility for incoming calls. This feature distributes the workload more evenly and ensures that calls are answered promptly, even during peak times.

Analytics

Your phone system's analytics provide valuable insights into its performance, usage, and activity. These metrics offer a clear picture of queue activity, agent performance, and call quality. You can access this information through various formats, including reports, graphs, tables, and charts. The data is customizable, allowing you to sort and analyze it according to specific time periods that matter most to your business.

Call Recording

Call recording allows you to capture, store, and review audio from your business calls. You have two main options for implementing this feature:

  • Auto-recording: This setting automatically records all calls, ensuring you never miss important information.

  • On-demand recording: This option lets you selectively record specific calls as needed.

Transcription

AI-powered transcription turns your phone calls and voicemails into text. This feature offers three key benefits:

  • Customer sentiment analysis: Examines written conversations to understand how customers feel.

  • Call summaries: Gives quick insights into customer interactions with concise overviews.

  • Live-agent coaching: Allows supervisors to review written conversations and guides team members in real-time.

Mobile Compatibility

A robust VoIP phone system seamlessly integrates with various devices, including smartphones, tablets, desktops, and web browsers. This versatility ensures you can access your communication tools wherever you are.

Most VoIP providers offer comprehensive feature sets across all platforms, including iOS and Android mobile devices. You'll typically have access to key functions like call analytics, call controls, team chat, and video conferencing.

Integrations

Your VoIP phone system should seamlessly connect with your company's existing software ecosystem. Leading providers like RingCentral and Dialpad offer integrations with dozens of third-party applications, enhancing your workflow efficiency. Key integrations to look for include CRM platforms like Salesforce, calendar apps such as Google Calendar, and collaboration tools like Slack.

Collaboration Tools

In addition to calling, many VoIP providers offer collaboration features that agents can access directly within the system's app. These include:

  • Team chat rooms: Allows enable users to create threads, share files and images, and assign tasks

  • Video meetings: Uses tools like simultaneous whiteboards, screen sharing, and live polls

Additional Numbers

VoIP providers typically include a DID number with each user sign-up. However, they also let you purchase more VoIP numbers. You can add numbers with area codes from anywhere in the US. Some providers even have virtual numbers from countries worldwide.

Video Conferencing

Many VoIP providers offer video conferencing, enabling your team to host internal meetings or connect with customers face-to-face virtually. This feature typically supports up to 200 participants and sessions lasting up to 24 hours. While specifications vary by provider, most include useful tools like in-meeting chat and screen sharing. 

IVR 

IVR, also known as an auto attendant, is a self-service phone menu that guides callers to the right person or department in your company. With most VoIP providers, you can easily set up your own IVR menu. This system typically uses either type-to-talk technology or custom-recorded messages to present options to callers. For example, your IVR might instruct callers to "Press 1 for sales" or "Press 2 for support." 

Key Benefits of Using Business VoIP Phone Service Providers

Scalability

VoIP virtual phone providers let you add or remove users in just a few clicks—no matter where they are—without installing new phone jacks or setting up new desktop equipment. In contrast, traditional on-premises PBX systems require you to add new physical phone lines and purchase new hardware every time you add new users.

VoIP providers offer flexible subscription plans that allow you to adjust features quickly to match your business needs. Looking to go global? You can easily purchase VoIP numbers in other countries to expand your reach. Plus, VoIP's versatility supports managing multiple small businesses under one account, making it an ideal solution for growing enterprises.

Affordability

VoIP systems provide a cost-effective alternative to traditional landline phones. They're less expensive to set up, maintain, and upgrade while offering more features and functionality per dollar invested.

Even basic VoIP subscriptions, typically priced under $20 per user per month, often include over 50 advanced features. These range from team chat and video calling to call routing and queueing. Most plans also offer unlimited calling within the US and Canada and don't require purchasing additional hardware.

Versatility

VoIP platforms go beyond basic phone functionality, offering comprehensive unified communications services. These include team chat, task management, collaborative tools, call center monitoring, and video conferencing.

With a single dashboard, you can manage a global team of users and business phone numbers. This centralized approach simplifies account oversight and streamlines operations, regardless of your team's location.

Security

VoIP phone systems are built with security at the forefront, providing peace of mind through encryption, secure VoIP protocols, and multi-factor authentication. VoIP security protects your communications from cyber threats and unauthorized access, ensuring that every call and message remains confidential and secure.

Quality

Most VoIP providers and devices support advanced audio codecs such as G.722 and Opus. These codecs enable a wider frequency range, resulting in clearer, more natural-sounding conversations. The enhanced audio fidelity of VoIP systems provides a noticeable improvement over standard landline call quality, making communication more effective and pleasant for users.

Business Features

VoIP pricing plans come packed with advanced business features. Even lower-tier plans typically include IVR software to deal with large call volumes, basic routing and queueing, team chat, video meetings with 100 participants, voicemail transcription, and basic call logs. You'll also find handy tools like call blocking and caller ID to keep telemarketers at bay.

Mid-tier plans step it up with multi-level IVR menus, enhanced collaboration features in team chat, call recording, and call center monitoring—letting supervisors listen in and join agent calls. They also provide advanced analytics, offering insights into queue activity, call volume, and customer satisfaction—unlocking a variety of marketing and customer-support use cases.

Higher-tier pricing plans usually feature file storage, AI support, such as meeting summaries and live agent coaching, and advanced real-time queue analytics.

Remote Working

VoIP phone systems excel at unifying remote teams, even those scattered worldwide. Unlike traditional on-site PBX systems, VoIP allows multiple users to share the same phone number and make simultaneous calls, regardless of location. This flexibility enables employees to use their business number from anywhere.

VoIP's built-in collaboration tools further enhance remote work capabilities. Features like team chat and video conferencing with virtual whiteboards allow remote employees to draw, present, and brainstorm as if they were in the same room. These tools typically come standard with most VoIP plans, often at no extra cost.

Device Compatibility

While traditional PSTN telephony requires a landline phone, while VoIP users can call and send messages from any Internet-connected device. This includes, computers, tablets, and mobiles. Nearly every VoIP phone system has softphone functionality, enabling agents to make online business calls from any device. 

Global Accessibility

Most VoIP providers, including popular RingCentral alternatives, offer international toll-free and local phone numbers, as well as virtual numbers in area codes across the US. This feature allows businesses to establish a global presence regardless of their physical location. For example, if you do business in China or Italy, you can operate from a local number in one of these countries, creating a more familiar presence for your customers.

Choosing the Right VoIP Company for Your Needs

It’s essential to choose a VoIP system with the right features, capabilities, and channels to serve your customers' demands and business needs. This will improve customer service, marketing, agent productivity, and internal team satisfaction.

Here’s how to choose the right VoIP company: 

The Best VoIP Services for Call Centers

Vonage is one of the best VoIP services for call centers because it offers routing, queueing, analytics, and call monitoring features. Vonage also delivers ACD, ring groups, call recording, and a supervisor dashboard. These features address the common call-center issue of ineffective routing, where customers speak to the wrong agent.

The Best VoIP Services for Virtual PBX

Some of the best virtual PBX phone systems are Ooma and Grasshopper since both deliver high-quality audio, unlimited calling within the US, and voicemail features. These two providers also offer call routing, management, and basic controls. With many on-site PBX systems, setting up voicemail services can be a hassle—but this process is easy with Ooma and Grasshopper.

The Best VoIP Services for Law Firms

GoTo Connect is one of the best VoIP providers for law firms as it includes call recording, SMS, voicemail, call transcription, and advanced call analytics with customer satisfaction score (CSAT) and customer sentiment. Law firms need to track and record the core details their clients mention, and the above features support this.

The Best VoIP Services for Hotels

Mitel, one of the best VoIP providers for hotels, offers call extensions, detailed call logs, routing, and analytics. These tools help hotel management monitor their guests' call times, destinations, and expenses, while efficiently routing calls throughout the hotel as needed.

The Best VoIP Services for Hospitals

The best VoIP providers for hospitals, such as RingCentral and 8x8, include extensions, custom routing, and detailed call logs. In most cases, hospital phone systems do not require messaging, video conferencing, or collaboration features; they need widespread phone usage. Those calling into a hospital get frustrated when they can't easily connect with the guest they want to reach—these routing features resolve this issue.

The Best VoIP Providers for Residential Use

The best residential VoIP providers, like Verizon and VOXOX, deliver high-quality audio and voicemail with transcription, reliable uptime, and unlimited calling in their domestic area. Residential users typically don't need collaboration tools or multiple communication channels. Instead, they require reliable services and high-quality voicemails delivered by these providers. 

Types of VoIP Systems

Hosted System

A hosted VoIP system implies that a third-party provider manages your cloud-based phone system off-premises. This setup frees your company from handling IP PBX hardware or installing updates, as the provider handles everything. Hosted VoIP systems are best for small businesses due to their highly flexible pricing structure. (All the providers on our list are hosted VoIP systems.)

On-Premise System

An on-premise PBX system means you provide your own voice-over IP service through an IP PBX or SIP Trunk, which is installed in your building. Some companies find that SIP trunking saves them money in the long run (compared to a hosted VoIP provider). On-premises systems are better for large businesses since they can utilize one hardware room to power the whole building's phone scheme.

Managed System

A managed system is a cross between a hosted and on-premises VoIP system. With it, your provider assigns a VoIP and IT specialist to set up and manage your on-premises arrangement and internet connection. A managed system delivers substantial flexibility and control over your VoIP network's settings while freeing you from having to maintain it yourself.

A managed system works best for a large business because it has access to an expert who can fully devote their services to resolving any issues that pop up.

Does Switching to VoIP Save Money?

Switching from legacy PBX to VoIP will save your company money in multiple ways; it lets you enjoy lower setup and maintenance expenses, support a remote workforce without needing physical equipment, scale easily as you grow, and consolidate everything into one unified company phone bill.

Cordless Costs Less to Setup and Maintain

Landline phone systems require a bulky on-site PBX system, phone jacks, and desk phones for each agent. Hosted VoIP systems skip all that hassle. In fact, you can set up a hosted VoIP phone system without buying any new hardware.

Users can access all VoIP capabilities—such as calling, messaging, video, and routing—using the computers and mobile devices they already have. Your provider also handles all maintenance and upgrades.

Remote Workforce Equals Reduced Overhead

VoIP makes it easy to support a remote workforce. You can assign employees virtual phone numbers, enabling them to make calls, send messages, and handle all business duties remotely. By using a VoIP-enabled remote workforce, your company can save money on overhead fees associated with an in-person office, such as electricity, plumbing, heating, air conditioning, etc.

Flexible Scaling Without Excessive Costs

VoIP systems are designed to accommodate business growth and relocation with minimal disruption. When a company moves offices, the VoIP service typically remains unchanged, allowing employees to keep their phone numbers and continue using their existing devices.

Expanding to a new location usually involves acquiring new DID (Direct Inward Dialing) numbers from the VoIP provider. These numbers can be based in the new office's area code or any other chosen area code.

Adding new users to a VoIP system often requires only purchasing additional subscriptions, without the need for extensive hardware installation or IT setup. This scalability can simplify the process of adjusting communication systems as a business evolves.

Simplified Billing

VoIP consolidates communication services into a single monthly subscription, eliminating the need to manage multiple bills. This comprehensive package, which typically costs less than $30 per user per month, covers various communication channels and features.

Calculating the Cost Savings of VoIP

To calculate how much you could save by switching from landline to VoIP, first add up all your communication costs and overhead charges: devices, maintenance, electricity, monthly phone, and messaging bills.

Next, determine which pricing plan meets your needs, factoring in the features and channels you plan to use. The table below will help you compare the costs of a traditional landline vs. a VoIP phone system.

Upfront Costs
VoIP
Traditional
Setup & Installation
N/A
$500-$4000
PBX Hardware
N/A
$1,000/employee
PBX Software License
N/A
Around $4,000/year
Hardphone*
$80-$400/user
$80-$400/user

*Note that this is an optional accessory for VoIP users but a requirement for traditional landlines.

Regular Costs
VoIP
Traditional
Per User/Per Month
$10-$40
$40
Unlimited Calls in US/Canada
Free
$800/month
International Calls*
$0.039-0.575/minute
$0.08-$5/minute
Unlimited Video Conferencing
Free
Pay to third party
Unlimited Text Messaging
Free
Pay to third party
Unlimited Internet Fax
Free
Pay to third party
Third-Party Integrations
Free
Limited/pay to third party

*Varies by country. For both VoIP and traditional systems, calls to mobile phones are more expensive than to landlines.

VoIP is the clear winner over traditional PBX when factoring in the costs of setup, hardware, features, and calling. Especially for large companies, choosing VoIP can save you tens of thousands of dollars per year.

More VoIP Providers We Reviewed

In addition to the 10 services listed above, we also reviewed the following business and residential VoIP providers:

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Enhance Customer Connections and Drive Business Growth with VoIP

Switching from traditional PBX phone systems to VoIP can transform your business communication in so many ways—think easier setups, lower monthly costs, scalable operations, and communication channels like unlimited calling. 

While many VoIP providers offer robust functionality, each has unique features and pricing structures. To find your ideal match, consider your business type, call patterns, and specific needs. Then select the provider that best aligns with your requirements.

For top VoIP solutions, consider exploring RingCentral, Vonage, Zoom Phone, GoTo Connect, Dialpad, Grasshopper, Ooma Office, Phone.com, Cloudphone.com, and Comcast Business. These industry leaders offer a range of options to suit diverse business needs.

Frequently Asked Questions
Which VoIP phone service is best?+-

RingCentral is the top VoIP phone service overall, offering all key communication channels, international phone numbers, routing features, and collaboration tools. Still, the best VoIP for your business depends on your budget, call volume, calling area, routing and collaboration needs, and communication channels.

What basic features do you get with VoIP service?+-

Each VoIP provider delivers unique functionalities, but most cloud phone providers offer multiple communication channels, including SMS, internal calls, team chat, and video conferencing. Other features include desktop and mobile applications, routing and queueing tools, voicemail transcription, analytics, and video collaboration, call, and chat functions.

How much does VoIP cost per month?+-

VoIP solutions tend to cost from $10 to $45/month/user.

What is a VoIP number?+-

A VoIP number is a virtual phone number that can use the Internet to make and receive calls. VoIP numbers are typically DID numbers that can also send and receive SMS text messages. They can be toll-free, vanity, local, or international.

Is VoIP worth it for a small business?+-

In most cases, VoIP is worth the investment for small businesses. A cloud-based VoIP phone system is more affordable than a traditional PBX phone system, especially when considering hardware maintenance, setup charges, advanced digital features, included communication channels, and scalability.

Which is the cheapest VoIP provider?+-

Zoom Phone is one of the cheapest VoIP providers on the market, with prices starting from $10/month per user. But Phone by Web.com comes in as a close second, charging $12.74/month per user for a basic subscription.

Is there a free VoIP service?+-

No, VoIP providers don't deliver free VoIP phone services. However, some providers like RingCentral, Dialpad, and GoTo Connect, offer free trials ranging from seven to 14 days.

Arjel Vajvoda Bio
Arjel Vajvoda writes for Top10.com, bringing her SaaS expertise as Head of Product Development at Momotech to the table. She crafts product visions, manages lifecycles, optimizes processes, and fosters a collaborative environment where her team brings cutting-edge ideas to life. As Arjel is an expert who leads cross-functional teams, she knows what businesses need in order to deliver innovative solutions.