9 Best VoIP Services (February, 2024) - Comparewise

9 Best VoIP Services (February, 2024)

Getting the best VoIP Service will help breach the communication gap between your company, its employees, and its prospective clients.

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Last Updated: Feb 19, 2024

Compare 9 Best VoIP Services

9 Results

Try AirCall's IT-Approved Cloud Call Center For Free Or Get A Live Demo - Claim this offer

#1 Choice
$30/month
Pricing
810
Satisfaction Rating
  • Ideal for customer service teams
  • No extra hardware needed
  • Cloud-based for security
Pros & Cons
Extra Details

Try RingCentral for free - Claim this offer

Popular
Get Started

RingCentral

$19.99/month
Pricing
780
Satisfaction Rating
  • Access rich insights in real-time
  • Flexible cloud-based system
  • Industry-leading analytics
Pros & Cons
Extra Details

Join 100,000+ growing businesses - Claim this offer

Best Value
$22.95/month
Pricing
900
Satisfaction Rating
  • Excellent omnichannel support
  • Video conference recording
  • IVR helps solve customers' issues
Pros & Cons
Extra Details

Try for free and improve your team's communication - Claim this offer

Get Started

OpenPhone

$10/month per user
Pricing
943
Satisfaction Rating
  • Mobile access
  • IVR voice recognition
  • Call center management
Pros & Cons
Extra Details

Get started with Ooma VoIP today - Claim this offer

Get Started

Ooma Office

$19.95/month per user
Pricing
815
Satisfaction Rating
  • Reliable voice and video solution
  • Remote access available
  • Virtual receptionist
Pros & Cons
Extra Details

Chat with an 8x8 expert and get a quote - Claim this offer

$85/month
Pricing
820
Satisfaction Rating
  • Expert co-browse features
  • Data protection compliance policies
  • Integration with Microsoft Teams
Pros & Cons
Extra Details

Accelerate connections that matter to your business - Claim this offer

$19.99/month per user
Pricing
865
Satisfaction Rating
  • Call forwarding feature
  • Multi-user collaboration
  • IVR voice recognition
Pros & Cons
Extra Details

Make your team's business communications even more powerful - Claim this offer

Get Started

MightyCall

$9/month per user
Pricing
802
Satisfaction Rating
  • Track performance on a team dashboard
  • Make calls on any device at hand
  • In the office or on the go
Pros & Cons
Extra Details

Start your free 7-day trial now - Claim this offer

Get Started

Grasshopper

$26/month per user
Pricing
845
Satisfaction Rating
  • Remote access
  • Email transcription feature
  • Custom automated attendant
Pros & Cons
Extra Details

9 Best VoIP Services (February, 2024)

However, establishing a smooth communication system within and outside your company will require funds and the right tools. This is where a VoIP System comes in.

Clear calls and cloud-based communication can send and receive data and information over the internet without hitches.

The best VoIP Services are those with features that provide smooth communication pathways for calls over the internet. Some of the best providers a business can adopt are AirCall, RingCentral, Nextiva, OpenPhone, Ooma, 8×8, Vonage, and many more.

Several benefits to using a VoIP system for your business range from cost efficiency and increased productivity to flexibility and scalability.

If you are here, you are on a quest to satisfy your curiosity about the best VoIP services for your business. Consider your request granted!

This article will take you on an intensive tour of the best VoIP services. Giving you details of their features, pros, cons, and several other factors to consider while choosing a VoIP System. Let’s get down to business! Shall we?

The best VoIP service providers

No service provider will tell you to choose another over them. Every provider assumes theirs to be the best. However, only a consumer knows which supersedes the other.

So, to save you the stress and cost of trying them all before finding the best VoIP service for your business, here is a detailed explanation of the best VoIP service providers.

The top-rated VoIP service providers are:

  • AirCall
  • RingCentral
  • Nextiva
  • OpenPhone
  • Ooma
  • 8×8
  • Vonage
  • Mighty Call
  • Grasshopper

This comparison of the best VoIP service was made following the methodology of price, features, pros, and cons.

1. AirCall

AirCall is the best among various VoIP service providers, known for its seamless integration with modern CRM software and helps desk tools.

Talk about an all-in-one communication solution; AirCall ranks highest and is suitable for all sizes of businesses, including start-ups.

It is flexible and scalable, allowing more than 100+ numbers in various countries. Moreso, there is low risk when using AirCall as over 7000+ companies use AirCall worldwide.

Features of AirCall

Various VoIP features of AirCall make it one of the best VoIP service providers in the telecommunication market today. Like:

  • Affordability
  • Remote accessibility through desktop and mobile applications
  • Real-time analytics and reporting
  • Unlimited inbound calls
  • Smart queuing
  • Live call monitoring
  • Salesforce integration and support
  • API developer support

AirCall Pricing

AirCall is affordable, and that’s why it’s one of the most popular VoIP for business owners today. It offers a free trial and three communication solution packages. These are:

PlanPrices
Essential$30 per user per month
Professional$50 per user per month
CustomFor customized service, contact AirCall’s sales department.

Pros of AirCall

  • Low risk
  • Easy to use and set up
  • High customer support
  • Widely used VoIP
  • Seamless connectivity
  • Easy CRM Integration and collaboration
  • Supports hybrid working systems and allows you to work from anywhere.
  • Seamless Call routing and transferring.
  • Call blocking to ward off scammers and spam contacts.

Cons of AirCall

  • Slight issues with ongoing calls, as they may drop sometimes
  • Call-on-Hold features may sometimes malfunction.
  • Slight glitches while integrating with HubSpot.

2. RingCentral

RingCentral is one of the best VoIP service providers suitable for medium to large-size businesses. This VoIP is famous for its network strength, high-definition video conference, and supports mobile integration. RingCentral’s installation is easy without the need to purchase new hardware.

Features of RingCentral

RingCentral won’t be listed as one of the best VoIP services if it doesn’t deliver top-notch features to increase the general productivity of businesses. Here are some of its features:

  • Video conference with up to 500 users.
  • Hot desking.
  • Business MMS and SMS.
  • Call screening and call blocking.
  • High-definition audio quality.
  • Document sharing.
  • Voicemail to text.
  • Toll-free number and business phone numbers.
  • Unlimited calls within the US and Canada.
  • Highly scalable.

Prices of RingCentral

RingCentral offers a 33% annual discount and a free trial. Although, there are four subscription plans available depending on your budget. However, these plans can vary depending on the number of users.

PlansPrices per user per month
Essential$19.99 – $32.99
Standard$27.99 -$40.99
Premium$34.99 – $47.99
Ultimate$49.99 – $62.99

Pros of RingCentral

  • Provides an ideal setup that supports hybrid working systems.
  • Provides an interface that’s modern and easy to use.
  • Unlimited and free video and web conferencing with high definition.
  • Hardware and software options are affordable.
  • There is a free service account attached.

Cons of RingCentral

  • Your calls can sometimes hang or drop without reason.
  • A few glitches in the software
  • You may experience a slightly slower customer service response.

3. Nextiva

Nextiva is a cloud-based VoIP phone system solution that offers a wide range of features at an affordable price. It provides features that are relevant for both start-up businesses and large businesses too. Nextiva offers cloud PBX with good audio quality and robust features.

This is one of the best VoIP services for businesses looking to acquire a phone system with features like call recording, call forwarding, digital faxing, and team messaging at an affordable price.

Features of Nextiva

Nextiva offers varieties of features which include:

  • HD VoIP phone service.
  • Unlimited calling in North America, business text messaging, online faxing, and web conferencing.
  • Mobile app
  • Team chat.
  • Free local number and toll-free number.
  • Automated attendant.
  • Advanced call routing and conversational AI.
  • Voicemail, voicemail to email, and voicemail to text.
  • Caller ID
  • Call Analytics, screening, recording, and forwarding.
  • Call conferencing, queuing, pulling, and call transfer.
  • Custom Ring Back and Music on hold.

Price of Nextiva

Nextiva offers a 12% annual discount and a phone as a promo. However, the subscription price varies depending on the number of users, as seen in the table below:

PlansPrice per user per month
Essential$24.95 – $30.95
Professional$29.95 – $35.95
Enterprise$39.95 – $45.95

Pros of Nextiva

  • Stay connected and productive anywhere in the world with Nextiva mobile apps.
  • Helps build stronger customer-client relationships with unlimited calls and web conferencing.
  • Builds team support and productivity with team chat
  • With SIP Trunking, you can easily create, modify, and terminate multimedia sessions.
  • Allows your customers to communicate using the conversation AI feature in their natural language.
  • Helps you connect with customers easily through unlimited messaging.
  • Helps convert voicemail to text using the transcription feature.

Cons of Nextiva

  • Sometimes, there is difficulty integrating with the mobile app.
  • The call recordings may sometimes be of low sound quality making it difficult to hear what was recorded.

4. OpenPhone

OpenPhone is a VoIP solution software that is good for start-up businesses. It offers Unified Communication Systems (UCS) that allow for easy collaboration with other business software.

OpenPhone harmonizes all your calls, text messages, and contacts into one application that can be used on all devices connected to the network. This improves the productivity of teammates. This, among other features, ranks OpenPhone among the best VoIP service providers.

Users of OpenPhone can add unique attributes and notes to their phones so they can quickly keep track of important information that is crucial to their business.

Features of OpenPhone VoIP

The key features of OpenPhone are:

  • Mobile access.
  • Call recording.
  • Call routing.
  • Automated attendant.
  • Call center management.
  • Call logging.
  • IVR voice recognition.
  • Online voice transmission.
  • PBX and VoIP connections.

Prices of OpenPhone

OpenPhone offers a 7-day free trial with a 20% annual discount. However, three subscription packages are available, as seen in the table below:

PlansPrices
Standard$10 per user per month
Premium$20 per user per month
EnterpriseYou may need to contact OpenPhone’s sales team to purchase this plan.

Pros of OpenPhone

  • Good customer service delivery as they are always available and helpful.
  • High sound quality
  • iOS app integration with a user-friendly interface
  • Even with the improved quality, prices of subscriptions remained steady over the years.
  • Phone number porting is easy, especially from other phone companies.
  • Up-to-date contacts of teammates are maintained across all platforms on the network through the Salesforce integration.

Cons of OpenPhone

  • You may experience difficulty with calls if your internet connection is not strong.
  • Data synchronization may take time.
  • iOS text sizes are small and may be difficult to read.

5. Ooma Office

Ooma Office is one of the best VoIP service providers we recommend to freelancers and small and medium-sized businesses due to its reliability features. It provides businesses with communication solutions that are extensive, reliable, and scalable. Its scalability gives room for business growth which is a favourable feature.

Features of Ooma VoIP

  • Reliable voice and video solution
  • Remote access with mobile applications.
  • Helps you never miss a call with the multi-ring feature.
  • Enhanced call blocking keeps your business line away from scammers.
  • Automated attendant and virtual receptionist.

Price of Ooma VoIP

Ooma VoIP doesn’t offer an annual discount, and a free phone is a promotion. However, it offers a 30-day free trial, and its communication solution comes in affordable plans.

Despite the improvement in service delivery, Ooma Office hasn’t increased its prices. With $19.95 per user per month, you can access all features of this VoIP with no required contract. Just Amazing!

Pros of Ooma Office VoIP

  • Compatible with other devices
  • Easy setup and installation
  • More than 35 advanced features
  • It offers unlimited calls in countries like the US, Mexico, Puerto Rico and Canada.
  • Number porting and transfer are without charge
  • Voicemails are sent as email attachments
  • Call monitoring and conferencing
  • User-friendly interface
  • Voicemail transcription
  • Toll-free Numbers

Cons of Ooma Office VoIP

  • Higher hardware cost compared to alternative VoIPs
  • Calls may sometimes drop or hang up.
  • Slightly rigid modification difficulty with a virtual receptionist.

6. 8×8

8×8 is well known for its cloud communication; little wonder it’s one of the best VoIP service solutions in the technology market today. 8×8, similar to AirCall VoIP, offers various cutting-edge communication tools and advanced integration features and is suitable for businesses of all sizes.

Businesses can leverage the video conferencing tool to enhance teamwork and collaboration. The goal is to provide a smooth communication system for better service delivery.

Features of 8×8 VoIP

Some of the features of 8×8 that make it one of the best VoIP service providers are:

  • Microsoft team integration
  • Video and audio conferencing
  • Automated call tracking
  • Cloud migration
  • Visual voicemail
  • Automated attendant
  • Video recording and transcription
  • Call Barging, monitoring and whispering
  • Call log monitoring and analytics
  • Remote accessibility with mobile applications

Price of 8×8 VoIP

8×8 offers a 30-day free trial to first-time users and the following subscription packages:

PlansPrices
Express$15 per user per month
X2$24 per user per month
X4$44 per user per month

Pros of 8×8 VoIP

  • Affordable with communication plans for different business sizes
  • Unlimited calls in US and Canada
  • Video conference tool
  • International calling plan
  • Business hour handling
  • Customized ring back and menu prompt
  • Branded video conferencing
  • Long free trial period
  • Good CRM Integration

Cons of 8×8 VoIP

  • Slightly inconsistent customer support service.

7. Vonage

Vonage VoIP is one of the top-rated VoIP service providers that gives your business a global presence. With the integration of more than 50 phone features, your business’ productivity and service delivery are of top quality, which is suitable for businesses of all sizes.

Just like AirCall VoIP, it shouldn’t be surprising Vonage is ranked as one of the best VoIP service providers in the tech market.

Features of Vonage VoIP

  • Video conferencing tools
  • Call forwarding
  • Caller ID
  • Call waiting
  • Call center management
  • Call routing
  • IVR voice recognition
  • Multi-user collaboration
  • Mobile access

Price of Vonage VoIP

Vonage VoIP offers a 14 – day trial period. Its prices range from $19.99 to $39.99 per user per month.

Pros of Vonage VoIP

  • Centralized inbox for calls and messages.
  • High voice quality
  • User extensions can manage and customize their accounts without an admin.
  • Efficient call management through call forwarding, caller ID and call waiting.
  • Flexibility
  • Remote accessibility through desktop and mobile applications
  • Supports hybrid working system

Cons of Vonage VoIP

  • Call transfer may require a few steps rather than one click.

8. MightyCall

MightyCall VoIP is one of the Best VoIP Service tools to consider for a small business. It helps organize your business to a professional standard through call forwarding, automated attendant and voicemail features.

If you are looking for a reliable, affordable, Cloud-Based VoIP service for your start-up company or small business, MightyCall suits your needs. It brings a functional virtual communication system into your business. These features will invariably increase the efficiency and productivity of service delivery.

Feature of MightyCall

  • CNAM feature that announces the name of your caller.
  • Caller ID
  • Business hour call routing
  • Music on hold
  • Supports international numbers

Prices of MightyCall

MightyCall has an annual discount based on request and a 7-day free trial period. However, its monthly subscription per user is stated in the table below:

PlansPrices
Small Team$9 per user per month
Business$15 per user per month
EnterpriseCustomer prices are based on specific uses

Pros of MightyCall

  • Clean user interface and easy navigation
  • Give small businesses the professional standard
  • Availability of vanity numbers
  • Easy and user-friendly setup
  • Gives you remote access to work outside office space
  • Virtual receptionist
  • Call routing
  • Excellent second-number facility

Cons of MightyCall

  • Slight difficulty while cancelling some messaging features
  • A slight glitch in the IVR selection features.
  • Sometimes, there may be difficulty recording automated messages.

9. Grasshopper

Grasshopper VoIP is a communication solution software that helps small and medium-sized businesses establish a reliable and scalable phone system. This VoIP allows users to gain remote access through desktop and mobile applications. Grasshopper is one the best VoIP service for modern business phone systems.

Features of Grasshopper

  • Remote access
  • Call forwarding
  • Email transcription
  • Call routing
  • Virtual receptionist
  • Gmail integration
  • Custom automated attendant
  • Good audio quality

Pricing of Grasshopper VoIP

The VoIP service offers a 7-day free trial, and prices start at $26 and go up to $80 per user per month.

Pros of Grasshopper

  • Multiple extensions
  • Cloud-based phone
  • Vanity numbers
  • Unified messaging
  • 24/7 customer support
  • User-friendly interface
  • Affordable
  • Good value for your money
  • Instant text response to first-time callers

Cons of Grasshopper VoIP

  • Slight issues in organizing call logs.
  • You may experience a few difficulties porting numbers.

Factors to Consider When Selecting the Best VoIP Service

We’ve discussed the best VoIP service providers available for business and residential use. Now you’ll need to know the factors to consider while choosing the best VoIP service. So, keep reading!

It will interest you to know there are effective ways to ensure you choose the best VoIP service for your business.

Whether you are looking to use VoIP as a first-timer or migrating from a previous provider to a better one, the idea is to reduce cost and maximize the use of telecommunications. Therefore, It is not surprising that some homeowners may want to use VoIP for residential purposes.

So, you can follow these guidelines to select the best VoIP service for your needs:

Outline Your Expectations

First and foremost, you will have to outline your expectations. What do you expect to get from the service? Your budget range, how many users can it accommodate? And so on.

You can choose to look at it as making a scale of preference where the topmost part of your list is a must-have while the bottom parts can be swapped or even let go.

Your expectations will be a driving force to getting what you want. This driving force is like a road map that will help you sieve through the multitudes of VoIP Services providers to pick the best for your business.

Determine the Kind of Phone System Your Business Needs

Several phone and communication systems are available to businesses, of which voice over internet protocol VoIP is just one. This VoIP service has become popular among growing businesses today due to its affordability, convenience, and flexibility.

You must determine what type of VoIP service best suits your business. Below are some of the standard VoIP services available:

  • Hosted PBX VoIP

A hosted Private Branch Exchange VoIP system allows you to conveniently take and make calls at work and anywhere else. With hosted PBX VoIP, a server in a secured location transmits signals to the router.

This router then makes it possible for the extensions registered on the network to make and receive calls over the internet. These extensions can be your mobile phone, IP phone, desktop VoIP phone or even your computer.

  • Cloud-Based VoIP

Cloud-Based VoIPs, unlike the hosted PBX VoIP, don’t require a physical server to operate. It allows you to make and receive calls over the internet, either at work or anywhere else.

This business information is stored in cloud storage. Basically, with cloud-based VoIP, you can make and receive calls anywhere in the world, provided your device has access to the internet.

  • Unified Communication (UCS)

A unified communication System (UCS) is a type of phone communication system that integrates all business needs into one platform. This system guarantees the latest development in digital communication, the best business communication systems and collaboration technology unified as one. This system is great for teams who work remotely.

  • Communication Platform as a Service (CPaaS)

With the help of cutting-edge capabilities and integrations, CPaaS enables enterprises to expand on their communication requirements. It can build a communication system that is even more reliable than unified communication systems.

Check Which Features Are Offered

As you search through the lists of VoIP service providers, it is vital to check the features each has to offer. Do these features match your business needs? Can it accommodate your budget? These are questions that can guide your decision-making.

However, if the features don’t match your business needs, there is no harm in trying out the next VoIP service provider. Spending so much on a product that doesn’t meet your expectations would be wasted.

Also, in your quest to know more about the features offered, you may want to have a detailed discussion with the service providers on grey areas that need clarification. You can place a call or send an email to that effect.

Make Sure of The Cost Implications

After knowing your budget range, thoroughly researching the cost implications of acquiring such VoIP service is essential. You should ask and get answers on the following:

  • Cost of acquisitions, including cost per extension.
  • Cost of installation and setup
  • Cost of peripherals, if needed
  • Cost of maintenance and service fees
  • Phone Number migration cost
  • Network infrastructure cost
  • Other features that may require funds

Therefore, knowing these costs will determine if your proposed budget can accommodate such VoIP service. If it can’t, you may have to consider other options.

Get a VoIP That Can Accommodate Possible Expansion

As a small business owner, you are still growing your business, and an expansion would most likely be considered in the nearest future. Therefore, you should consider getting or switching to a VoIP with features that will accommodate your business growth.

This includes features that allow additional users and extensions, audio and video conferencing tools, etc. However, if you aren’t considering expansion in the near future, worry not! There are VoIPs available to cater to small businesses as well.

Check the VoIP’s Compatibility with Third-Party Software & Applications

It would be a waste to invest in a VoIP incompatible with the business software already in use. To avoid this, checking the compatibility status of the VoIP you want to acquire in relation to the software in use is crucial.

The hope is to maximize the usefulness of VoIP by integrating it with your business software. Such as your email software, CRM Integration, Dropbox and so on. The smooth running of your business largely depends on communication. So, any malfunction in VoIP integration will have a negative effect on your business.

However, once the compatibility status is satisfactory, you can go ahead and acquire such a VoIP service. Otherwise, it would be advisable to opt for a better service if incompatible.

Check for Flexibility

The word “flexibility” is something most VoIP service providers will use to pull sales. Yes! Most likely, that’s all it is, sales strategy. However, it is left for you to uncover the truth.

Can it deliver on its promises? How flexible is it? Can it accommodate a growing business? Does it have remote access features? How many extensions and users can it accommodate? These are questions that will drive your decision-making.

A flexible VoIP service will allow you to customize your service delivery at your own convenience. This improves the quality of the service delivery as well as increases efficiency.

Although not all business owners want a flexible VoIP. Some people dread the idea of change. It makes them uncomfortable. However, whatever the case may be, know that there are VoIPs for everyone. You just have to sieve through the multitude to get the best for your business.

Customer Service

No matter how straightforward to install or user-friendly a VoIP is, you can’t know it all. You are likely to need assistance. Therefore, ensure the VoIP service provider you go for has good customer service.

A good customer service provider should possess the following qualities:

  • Should be available when needed
  • Courteous and with good communication skills
  • Empathetic
  • Be able to proffer solutions within a short period.

It would be a disaster to invest hugely into a VoIP service only to be placed on hold unending while calling customer service. You should look out for customer support that swiftly resolves complaints with the same enthusiasm displayed while selling its products.

Know the VoIP’s Security Strength

Talk of standard security, firewalls, password protection and so on. Knowing the security strength and weaknesses of the VoIP you are looking to acquire is paramount.

Although the security of any VoIP service is the concern of its provider and not you, the customer. However, knowing that VoIP security can’t be breached easily will put your mind at rest.

A breach in the security of the VoIP you acquired will affect not only the service providers but your business and customers too.

Focus on Quality

This is one of the most significant things to consider while searching for the best VoIP services. Of course, all that glitters is not gold. A VoIP can come with a long list of features yet can’t deliver quality calls. Any voice-over-internet protocol must have good call quality as that’s the principal use.

One of the objectives of any business is to provide excellent service delivery to its client. I’m sure yours isn’t an exemption.

Trying to stay ahead of your competitors would be a significant setback if you end up with a VoIP service with low call quality. This will affect customer service delivery and also your business’ reputation.

Check Reviews and Testimonials

Indeed, no VoIP service provider will make public its weakness; that would be a failed sale strategy. That being said, only a third party would give an honest review. You are looking for a VoIP service provider with a successful track record working with companies like yours.

Check and read reviews published about such VoIP service providers. Google testimonials to know what companies are saying about their services. Reviews and testimonials can help you narrow down the best VoIP service providers to choose from.

Key Features of VoIP Services

It is undoubtedly true that having a VoIP system beats traditional phone service. However, not all VoIP systems are alike, certain features make it suitable to be called a VoIP, and as such, the best VoIP service should possess most of these features. They are

  • Automated attendant
  • Caller ID
  • Call holding
  • Call queueing
  • Music on hold
  • Customer ringback
  • Hot desking
  • Call flipping
  • Conferencing tool
  • Call monitoring
  • Screen Sharing
  • Call barging
  • Transcription
  • Call forwarding
  • Digital faxing
  • Integration
  • Call Analytics
  • Live chat

Automated Attendant

This feature is one of the best features of a VoIP phone system. It relieves you of a physical attendant or receptionist. In this case, the automated attendant receives the call signals and transfers them to the intended recipients.

An automated attendant AA helps you answer your requests by providing lists of menus. For example, if you have a customized AA for your automobile industry, the menus may be stated as follows:

  • Press 1 for service
  • Press 2 for sales
  • Press 3 for complaints

The above is just an illustration of what an AA can do. As you follow the prompts, it provides answers respectively. Automated attendants also allow you to speak to a live agent or client by transferring your calls. Here, you can use words like press 0 to speak to a representative or something related.

Caller Identification (Caller ID)

The caller identification feature (Caller ID) is a crucial feature to look out for in any VoIP service provider. This feature makes it easy to identify the caller on the other side. For a small business owner, knowing who calls your company to make requests, place orders or even lay complaints will be a great advantage.

How does the caller identification system work? Allow me to answer this right away. The caller Identification feature uses the Calling Name Presentation (CNAM). Basically, this caller identification feature transfers the name registered with the telephone number to the caller.

Knowing who calls your company daily can help build a strong customer relationship. For example, you get to address your caller by their first names instead of asking, “who’s on the line.” This portrays confidence, and it’s a great sales strategy.

Call Holding

Call holding is a feature of any phone system, of which VoIPs are one. We all have, one way or the other, been placed on hold, either calling a friend, family, or a customer service representative of any company.

Basically, what call holding does is queue all prospective clients calling your business line. It helps you organize the calls with the “Holding,” “Toggling,” and “Consult” methods.

The caller is the one on hold, more like parked down and waiting in the queue. The toggling is done by the one on the other side of the phone line. Then finally, he uses consult to pick calls from the queue.

The waiting period is an avenue to introduce your customers to new products and services about to hit the market. Generally, it’s a pathway to pass vital information about your products and services.

Call Queueing

Do you know the number one cause of subpar customer service is longer waiting periods? So, with this knowledge, the best VoIP services are those with excellent call queuing management.

We all queue to get our favourite milkshake or that energizing coffee drink. Imagine the same for call queuing, only in a virtual state. Yes! When calling a customer service number, you will most likely queue until the designated agent becomes available to attend to your queries.

Most times, you get to listen to new ads on goods and services or even music. The process of a call goes through these stages:

  • Incoming calls are recorded by PBX (Private Branch Exchange)
  • Calls then queue up in a call queue following the first-in-first-out method
  • Callers then listen to music or pre-recorded messages, which may be ads pending when the next agent becomes available.
  • When an agent is free, the top caller is then routed to be attended to.

Music on Hold

Music on hold is also known as MOH, On-Hold-Music and On-Hold-Messages. This is a feature of VoIP systems that allows you to play custom music tracks to callers placed on hold in a call queue. Music on hold is your cue if you want an avenue to answer frequently asked questions. You can customize answers in the form of On-Hold Messages.

You can keep your callers engaged during a call queue to make their experience enjoyable. You should know that the size of your company doesn’t matter. Both small enterprises and businesses can enjoy this benefit. The following are some of the benefits you can get from this feature:

  • You can promote your brand using customized audio tracks
  • Educate your callers on goods and services and answer some FAQs in their interest.
  • You can keep your callers joyfully engaged, which reduces hang-ups.

Custom Ring Back

A ringback tone is also known as caller tune, connecting tone, call tone or answer tone. It is a tone that assures you that the number you are dialling is ringing. It is similar to Music-On-Hold but shorter. This is what your callers listen to while waiting to speak with you. A ringback tone can also be a customized ad for your goods and services.

Once you place a call on your mobile phone, you have a few seconds to wait before entering the call queue. These few seconds are when you hear the ringback tone. For a non-customized ringback tone, all you will hear is the ringing sound provided by your carrier network provider.

A ringback tone can be customized for the following:

  • To promote a new product or service.
  • To inform your callers and customers of recent happenings in your company.
  • For season greetings.

Hot Desking

Hot desking is one of the features of a VoIP system that allows employees to share workspace to save costs and resources. Basically, with hot desking, there is no monotony of workspace; you can work at desk A today and be assigned to desk C the next day.

Hot desking became a widespread practice following the outbreak of the last pandemic. However, with hot desking, workers can stay in the comfort of their homes and still be productive. All you have to do is log into the hot desking software, and your workspace becomes virtual on your home computer.

Over the years, many companies are embracing hybrid working by allowing workers to work from home a few days a week and the rest at the office. Hybrid working is made available with the use of hot desking, which is also known as hoteling. So, the best VoIP service should possess this feature as it saves costs and resources.

Call Flipping

Call flipping is a feature that allows you to switch between two or more devices while on an active call. Call flipping is an advanced feature available in the best VoIP services that makes it possible for you to switch an active call from your mobile device to your desk phone or computer.

Although, this call-flipping feature is only possible if the devices to switch have been configured on the VoIP network. However, it is a feature that makes working flexible, as you can take your calls anywhere.

The benefits of call flipping are as follows:

  • It increases flexibility. You can continue an active work call while not physically present in the office.
  • Call flipping keeps you comfortable. You may prefer to continue your calls with your headset rather than a handheld IP phone. So, once you switch, you can choose to lie down, relaxing your nerves in the comfort of your bed while you speak to your client.
  • With call flipping, you are sure not to miss a client’s call as you have different devices available for you to choose from.

Conferencing Tool

This is one of the most popular features of VoIP. Video and audio conferencing became popular during the recent pandemic. It was an essential tool used to communicate with employees and clients while working remotely from the comfort of your home.

This feature is one of the reasons hybrid working is rapidly growing in the business world. Video and audio conferencing is gradually eradicating the need for face-to-face meetings. I mean, why travel down a long distance just to be physically present at a meeting you can join with a click on your VoIP device?

Now, with the advancement in technology, workers can hold video conference meetings and have visually engaging discussions over the internet. The benefits of this feature are:

  • Improves efficiency and productivity
  • Enhances security and stability
  • Save money as it’s cost-effective
  • Supports hybrid working
  • Makes communication and collaboration easy
  • It’s scalable as it can quickly adapt to business needs

Call Monitoring

Call monitoring is one of the features of VoIP that allows you to listen in on an active call. This is usually done for training purposes or for quality assurance. Suppose you’ve called a customer service number. In that case, you should be familiar with the line “this call is being monitored for quality assurance purposes.”

Although not all call monitoring requires the knowledge of the agent or customer on call. However, these calls are usually recorded and stored for future reference. The benefits of call monitoring include the following:

  • To track successful sales in the sales department.
  • To evaluate customer feedback.
  • To analyze lead generation strategy.
  • To speed up training purposes through call takeover and call whispering.
  • To identify outdated and ineffective procedures.
  • To pinpoint your customers’ frustrations.
  • To identify opportunities for improvement.

Screen Sharing

Screen Sharing is the ability of your mobile device or computer to share the content of your screen with another device or multiple devices. Screen Sharing is also known as desktop sharing. This VoIP feature allows you to show a colleague or employer content on your device without necessarily sending it to them.

This content can be an audio file, a document or even a video file. By giving access to your computer through screen sharing, other users can view what’s happening on your computer in real-time.

The benefits of screen sharing are:

  • Remote access and support
  • Real-time collaboration
  • Builds stronger team relationships
  • Increase productivity
  • Saves time and money

Call Barging

Call Barging is similar to call monitoring. This feature also allows you to listen in on an active call and can be recorded for future use. However, with call Barging, a supervisor can listen to the call between an agent and a client or customer.

During this call, he gets to monitor how enquiries are being managed. This is an excellent way to train your employees. Although, a supervisor can decide to convert the active call into a conference call for better management.

Call Barging allows the supervising officer to barge into an active call if a client inquires about a new product or service that your agent can’t answer. By using this feature, you can make sure that your customers come first and that you provide prompt service.

Call Transcription

Call transcription is one of the best VoIP service features that makes it possible for conversations over the phone to be converted into written words. Call transcription is also known as speech-to-text transcription.

In VoIP, the call transcription feature is automated and can be in real-time, during an active call or just after the end of the call. Call transcription is similar to call recording because they both keep records.

The difference is that call recording keeps a record of calls as it is, either in audio or video format. However, call transcription converts call from audio or video to written words. Conversations with clients are available in scanned copies for record purposes.

The benefits of Call transcription to your business are:

  • Help maintain records of all customer-to-representative conversations.
  • Gives you an opportunity to search through scanned copies for specific information.
  • Transcription provides information that serves as a training guide.
  • Transcription provides representatives with the opportunity to identify strengths and weaknesses.
  • Transcripts can be used as evidence for legal purposes.
  • Improves accessibility.

Call Forwarding

Call forwarding in VoIP allows you to direct incoming calls to other lines or phones. This feature makes it possible for you to route business calls to your mobile phone or emails when you are unavailable at the office.

Many companies worldwide are gradually adopting the hybrid working system where employees work remotely at home for some days and at the office on other days. Call forwarding makes sure your team is available to answer their calls anywhere without necessarily being present at the office.

The benefits of call forwarding are:

  • Allows you to forward calls to any extension, phone, email, or personal computer.
  • Eliminate missed calls
  • Helps you accept and redirect calls to a service center when unavailable.
  • Helps you customize call forwarding schedules based on business hours.

Digital Faxing

Digital faxing in VoIP allows you to send and receive files without using a fax machine. The Digital Faxing feature is one that the best VoIP service providers attach to their VoIPs to attract extra cost.

With cloud-based VoIP systems, faxing became easy as it eliminated the use of heavy hardware and machines. The benefits of VoIP digital faxing are:

  • Eliminate the use of bulky hardware.
  • Makes it possible to receive faxed documents as emails.
  • Safes cost.

VoIP Integration

VoIP integration is one of the features of the best VoIP services that allow for integrating VoIP technologies with Cloud-Based VoIP phone systems and other software applications.

Basically, what VoIP Integration does is to help migrate your business from a manual system which is prone to errors, to a computerized system. It does so by merging your business software with VoIP technologies.

With the help of this VoIP integration technology, businesses may benefit from a wide range of practical features that reduce the drawbacks of manual operations.

The benefits of VoIP integrations are:

  • Helps you maximize the use of cutting-edge technology.
  • Reduce costs.
  • Increases flexibility, scalability, and efficiency.
  • Gives room for remote access and support.
  • No limit to the number of applications that can be integrated.
  • Easy to set up and update.

Call Analytics

This VoIP feature allows tracking of incoming and outgoing phone calls. It is automated in such a way that reports are generated from call data. These reports or charts provide business owners with information on future calls.

With call analytics, the volume of expected calls can be estimated. Also, call peak times can be evaluated too. This information helps you prepare your teams ahead to provide better customer service delivery.

These real-time metrics from call data can be used by a small business that makes call sales for inspiring its staff. A more significant business can modify its workforce levels by analyzing inbound call trends thoroughly.

The benefits of call analytics are as follows:

  • Helps you get an overview of how your business operates.
  • Gives you real-time insight into problems.
  • Helps you improve your employee engagement.
  • Helps you accumulate customer feedback that can serve as a training guide for new employees.
  • Helps you understand which business strategy works better by tracking your business growth.
  • Helps you identify missed opportunities.
  • Gives room for improvement in customer service delivery.
  • Allow for better customer complaints.

Live Chat

Live chat is an important feature a VoIP service should possess. The world of e-commerce is progressively growing thanks to the increase in digital consumers. Currently, more than two billion people purchase digital goods worldwide, accounting for more than 50% of all internet users.

With these statistics in mind, it is no surprise that more businesses are taking their place in the online market, and you should too. Live chat is a great way to connect with new and returning customers over the internet. It’s an avenue to answer questions, give recommendations, sell and even place ads to generate leads. It’s an excellent strategy to speed up sales funnels.

Some of the benefits of live chats are:

  • Provides timely response and support.
  • Gives a higher chance of conversations.
  • Gives you better insights into customer behaviour.
  • Cost-effective.

Voicemail

A VoIP voicemail is the digital version of an answering machine. Just as calls are forwarded to your answering machine following a customized voice note. That’s how a VoIP system helps you save calls as voicemails.

Although, the customized voice note informs your caller that you are currently unavailable. However, they can drop a pending message when you become available. These messages are known as voicemails.

Pros of a VoIP Phone System

Whether you are migrating from one VoIP service provider to another or trying out VoIPs for the first time. It is safe to say, VoIPs come with several advantages. These are:

  • Low cost
  • Higher call quality
  • Reliability
  • Flexibility
  • Scalability
  • Portability
  • Advanced features
  • Remote access
  • Supports multiple communication channels

Lower Cost

Lower cost is one of the advantages of using a VoIP system. It is the best-selling point for most VoIP service providers. Many consumers switch to VoIP to save on operation and maintenance costs. So, the question of “how does VoIP help you save cost” comes to mind.

On average, the monthly cost of a landline is $50 per line. Whereas it costs $20 per line for a VoIP phone system. You will be saving $30 by migrating to VoIP services.

Traditional phone services are expensive. There is the cost of infrastructure and maintenance, which can round up to $2,500. However, the cost of a VoIP phone system is approximately $800. With VoIP services, business owners can save up to 49 – 69% on monthly communication costs.

With traditional phone systems, the consumer bears the cost for maintenance, unlike in VoIP services, with little to no maintenance cost as the providers are responsible for upgrades, monitoring and software maintenance.

Higher Call Quality

VoIP services provide higher call quality because it works with the internet compared to other alternatives. Although VoIP phone systems typically provide excellent call quality. However, you would still need to eliminate sound hindrances at the front end for optimal use.

Voice quality should no longer be a problem in the modern day if you have a quick and reliable Internet connection. VoIP calls frequently have low latency, no lag, and no call dropouts.

With a strong internet connection and bandwidth, VoIP services can deliver to its users calls with HD voices, standard clarity and crisp audio.

Reliability

Many businesses are fast migrating their communication systems to VoIPs. This is mainly dependent on its reliability. However, the reliability of VoIP services is also dependent on the business’ internet connection. The better your internet connection, the more reliable the VoIP service is.

An alternative leased line can be installed to optimize the reliability of VoIP services. This will be in operation as an alternative in a situation where the primary internet connectivity of your business becomes unstable.

Flexibility

The fact that the VoIP phone system is the digitized version of an analogue communication system says a lot about its flexibility. This is one of its many advantages over the traditional phone system. Moreso, VoIPs can be customized to suit the needs of your business.

Talk of custom Ring Back, Automated attendant, VoIP Integrations, etc. Several features make VoIP flexible and easy to choose over a traditional phone system. VoIP systems are only limited to your bandwidth. This means that you can add as many users to your network as possible.

Scalability

In a conventional phone system, you’ll have to acquire more devices as your business grows to accommodate your employees. However, in a VoIP phone system, you can scale up by adding your users’ phone numbers or licenses to your network rather than getting new devices and hardware.

A very significant advantage of VoIP is its scalability. Voice over internet protocol VoIP strongly depends on the internet for calls. It can quickly scale up or down to meet future business requirements.

Portability

Every business owner craves portability. Nobody wishes to carry heavy hardware around to make sales or meet set targets. This is where a VoIP system outshines the traditional phone system.

It is portable in such a way that you can work from home or anywhere in the world with your mobile devices in the form of Integration. You can route work calls and voicemails to your mobile number and stay active like you never left the office.

This portability supports the hybrid working system where workers work from home on certain days or where you have an on-the-road employee. This brings about job efficiency and increased productivity.

Advanced Features

Various advanced features give VoIP systems an edge over traditional phone systems. Many businesses are being swayed by modern VoIP technology, telecommunication and software collaboration and integration tools.

Increased Accessibility

A distinctive advantage of a cloud-based VoIP phone system is the ability to make and receive calls anywhere. It is a relief to be able to work from home without the fear of error. Increased accessibility means there is remote access. You can bring your work to the comfort of your home on your mobile phone or VoIP phone.

You can route business calls to your mobile device or another number through call forwarding or VoIP voicemail. VoIP systems give you various choices to facilitate your business’s smooth running regardless of location.

Cons of a VoIP Phone System

It would be a lack of justice to speak about VoIP advantages while sidelining its downsides. However, this article will do justice to that. Yes! As many as the advantages of VoIPs are, there are disadvantages too.

Here are some of its constraints that even the best VoIP service isn’t free from:

A reliable Internet Connection is Required

A Voice over Internet Protocol (VoIP) greatly depends on an internet connection to function. Just as the name implies, it’s an internet protocol, and the quality of service will be affected if your connection is unstable or with low bandwidth.

Although VoIP services don’t need much bandwidth, what’s necessary it’s to have the following:

  • Low latency
  • Less than 70ms ping and jitter
  • 100 kbps upload speed

Once these are lacking or unstable, there is bound to be a difficulty using VoIP services.

Latency and Jitter

Media files such as audio, messages, emails or even videos are broken down and transmitted over the internet in bits as data packets. When these data packets reach their designated destination, they are re-assembled to form the original file.

Latency and Jitter can occur when data packets are improperly re-assembled or hit delays in transmission. This will affect the internet connection in general.

Aside from the speed of connection, latency and Jitter can occur as a result of the following:

  • Poor internet connection
  • Inadequate router
  • Insufficient cables

Limited Track Location for Emergency Calls

It isn’t easy to pinpoint where a call originates from. This is significantly due to the VoIP system’s portability and accountability features. For many businesses, this information may not be necessary. However, an emergency call center like 911 may require this Information.

VoIP Technical Terms and Meanings

Bandwidth

Bandwidth in VoIP is the amount of time in seconds needed to send a packet of data over the internet from one destination to another. VoIP media files range from emails to voice calls or video calls. These files vary in size from 1000 bytes to 1500 bytes. VoIP bandwidth uses megabytes, terabytes, or gigabytes as measurements.

CODEC

CODEC stands for Compression and Decompression. It is an algorithm in VoIPs used to compress and decompress calls to reduce latency and increase audio quality. A VoIP Codec is important because it allows high-quality media content to be transmitted over the internet without consuming much bandwidth.

IP

IP stands for Internet Protocol which is the layer of network communication. Basically, an IP establishes a connection on the internet for transferring data packets. This transfer is done using internet-enabled devices.

IVR

IVR stands for Interactive Voice Response. IVRs are pre-recorded voice messages or prompt menus used in phone systems that provide callers with information following prompt codes. With a well-organized IVR system, only critical calls get through to customer support agents, as many would have been attended to by the automated receptions. 

CRM

CRM stands for Customer Relationship Management. The best VoIP service uses this feature as a selling point. This is because CRM allows businesses the opportunity to receive and manage customer data. A well-structured CRM Integration will enhance efficiency and boost customer relationships.

Latency

Latency in voice over internet protocol VoIP is the time it takes voice packets to transmit from the originating point to their destination. Basically, latency is the time between your caller saying “hello” and you hearing it at your side.

RTP

RTP is known as Real-time Transport Protocol. This is the protocol that allows for the transmission of audio and video content. And it’s done over the internet in real-time through streamlining.

API

API stands for Application Processing Interface for developing software. An API system acts as an interface that allows software applications to communicate and share information. This sharing is done according to set API rules.

SIP Trunking

Session initiation protocol is the virtual method of making and receiving phone calls and other multimedia data over the internet. SIP trunking is the basic feature of any voice-over-internet protocol system.

Best VOIP service conclusion

The best VoIP service providers are those that help virtualize a business’s communications and phoning system.

It is the desire of every business owner to own a business that thrives with advancement in technology. This advancement will enhance the efficiency of service delivery in your company and increase its relevance in the digital market.

However, this technical advancement, like VoIP systems, doesn’t come for free. Aside from its flexibility, scalability, and remote access features, migrating to VoIP services saves you money and office space.

The choice may be difficult with a long list of VoIPs to choose from, all glittering with amazing features and promises. So we recommend using AirCall as it provides a seamless integration process and powerful features for small, medium or large businesses.

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FAQs about the Best VoIP Service

What is VoIP?

VoIP stands for Voice over Internet Protocol. It is a way of transmitting voice and multimedia content from one place to another over the Internet. Basically, VoIP allows you to make phone calls over the Internet using a broadband connection rather than a traditional phone line.

How Do VoIP Systems Work?

Generally, VoIP works by converting analog audio signals into digital data packets that can be transmitted over the Internet. This allows users to make phone calls using their Internet connection rather than a traditional phone line. VoIP can be used for long-distance and local calls. It typically offers several additional features, such as caller ID, call forwarding, and voicemail.

What Are the Advantages of VoIP Systems Over Traditional Phone Service?

VoIP has several advantages over traditional phone service. It is generally less expensive than traditional phone service, allowing users to make and receive calls from anywhere with an Internet connection. VoIP also offers several additional features that are not available with traditional phone service, such as call flipping, hot desking, live chat etc.

What Are the Best Free VoIP Services?

There are no free VoIP services. However, many providers offer a free trial period. During this period, businesses get to explore the features of the VoIP they want to acquire before investing. Some VoIP offers a free trial period between 7 to 30 days. The following are some of the best free VoIP services you can try:

  • AirCall
  • RingCentral
  • MightyCall
  • Grasshopper
  • Ooma Office

What Do I Need for a VoIP Phone System?

The most important thing to have is a strong internet connection to have a functional Voice over Internet Protocol (VoIP) system. Because calls are made and received over the internet, other devices you will need include:

  • Handheld IP phones
  • VoIP desktop phones
  • Router or modem
  • VoIP headset
  • Softphones
  • VoIP adapters

Are VoIP Phones Secured?

Yes, voice-over-internet protocols are safe, provided your IT infrastructure is adequately protected. However, calls made outside your IT infrastructure require a gateway or portal to be opened to get into the internet and then close back. During this time, calls can be hacked, intercepted, or listened to. However, with the proper protection, VoIP software should be impenetrable. These protections include the following:

  • Encryption
  • Network test
  • Enabled Network Address Translation NAT
  • VPN usage
You should know that the VoIP software's security is its providers' responsibility.

How Much Do VoIP Systems Cost?

Many small and medium-sized businesses migrate to VoIPs to save costs on calls. On average, you may spend between $20 to $30 per user per month. However, this coat varies depending on the VoIP provider in question. AirCall is one of the best VoIP services that are cost-effective compared to alternatives.

What is the Best Business VoIP Service?

Whether you are a start-up company, small, medium, or large business, your focus is to deliver excellent customer service. So, the best VoIP service should possess modern communication features and software integrations to help achieve that. AirCall and Nextiva VoIPs are best for business purposes.

What Is the Best Home VoIP Service?

The best home VoIP service provides users with remote accessibility features. Thanks to the recent pandemic, more and more businesses are adopting hybrid working systems where workers work from home on certain days of the week. The ability to bring your work home through remote access, call routing, and call forwarding are features that classify a VoIP as the best for home use. AirCall, Nextiva and Ooma Office VoIPs are suitable for home use.

What Features Do VoIP Services Provide?

VoIP services provide users with phone communication features that are reliable, readily accessible, flexible, scalable and, most of all, affordable. Some of these features include:

  • Cloud-based communication
  • Remote accessibility
  • Automated attendant
  • CRM Integration
  • High-definition video conferencing
  • Call recording and transcription
Although not all VoIPs are the same. However, your choice of a VoIP system will depend on your business size and needs.

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