Gone are the days of tangled cords and sky-high phone bills plaguing traditional landlines. You’ve entered the world of VoIP, which lets you make phone calls directly over your internet connection, offering crystal-clear calls, flexibility, and advanced features.

Think of it like sending an email instead of mailing a letter. Your voice is transformed into digital data packets, zipping across the internet to reach your customers anywhere in the world.

In this guide, we’ll explain how VoIP phone systems work and why VoIP isn’t just about saving money, it’s about reimagining communication.

What Is VoIP?

Voice over Internet Protocol (VoIP) refers to the standards that facilitate voice-based phone calls using an internet connection instead of a local telephone company.

Voice over IP converts your voice into a digital signal, compresses it, and sends it over the internet. This allows you to make calls using a broadband internet connection instead of a regular (or analog) phone line.

To use VoIP, you need:

• A broadband internet connection
• A VoIP phone service provider
• VoIP endpoints — either a VoIP phone, VoIP adapter for a regular phone, or VoIP app on your computer or mobile device

People opt for VoIP because they can make phone calls without any telephone service, which saves them on long-distance calls.

If you have internet access, you don’t need to run any extra copper wires. This lets employees work from home or telecommute to the office as well.

How Does a VoIP Phone System Work?

A VoIP phone system transforms standard phone calls into data packets that are transmitted over the internet, rather than traditional landlines or mobile networks. It works by taking the analog audio signals from your voice and converting them into digital signals sent over your high-speed internet connection.

VoIP systems bypass phone lines and use your existing internet infrastructure for making and receiving calls. The result is a flexible and cost-effective business phone solution.

Here’s a quick rundown of how VoIP works:

1. Converting your voice: When you speak into a VoIP phone, microphone, or computer, your voice signal is captured and converted into a digital format using analog-to-digital conversion (ADC).
2. Digital data packets: This digital data is then broken down into small packets, similar to how files are sent over the internet. These packets are tagged with information like who’s calling and who’s receiving the call.
3. Traveling over the internet: The data packets then ride the waves of your internet connection and travel to the VoIP provider’s servers.
4. Routing and codecs: The VoIP provider acts as a switchboard, figuring out where to send your call based on the recipient’s number. Here, specialized software called codecs may compress the data to save bandwidth and ensure smooth call quality.
5. Converting back to voice: At the recipient’s end, whether it’s another VoIP device, a traditional phone, or a mobile phone, the data packets are reassembled and converted back into an analog signal using a digital-to-analog converter (DAC).
6. Hearing the other person: Finally, the recipient hears your voice through their handset, speaker, or headset, and voila! You’re having a VoIP conversation.

As long as you have a high-speed internet connection, which includes a router and modem, you are ready to use VoIP.

Related Article

What Is IP Telephony? How Does It Work?

VoIP vs. Landline — What’s the Difference

Landline phones use old Public Switched Telephone Networks (PSTN) that transmit voice calls over dedicated copper wiring.

While basic and limiting in features, landlines can offer consistent quality and uninterrupted service powered by private branch exchange (PBX) systems during outages.

However, they come with higher costs than VoIP since traditional phone systems require professional installation and dedicated infrastructure to operate.

VoIP uses modern internet infrastructure to convert voice into data packets that are transmitted flexibly across broadband connections. VoIP systems provide businesses with significant cost savings, mobility with remote access, and convenient calling features.

Call quality and reliability may vary based on the quality of your VoIP service provider and internet speed. Power outages and network jitter can also disrupt service.

VoIP problems are easy to fix with a few best practices, and choosing a reliable VoIP service helps.

VoIP is the future of telecommunications and a better choice than landlines any day (despite a few challenges).

Related Article

Landlines vs. VoIP: How Do They Compare & Which Is Better?

Types of VoIP Technologies + How They Work

Hosted VoIP for business

A hosted VoIP phone system consists of many devices, including smartphones, to provide unified business communication. This is packed into a cloud phone system or a “cloud PBX.”

Administrators can manage the permissions and features for each employee along with more sophisticated VoIP features with an online interface.

When an employee calls a customer, they pick up the handset and dial them just as they normally would. The IP phone (or app) travels through your Local Area Network (LAN) switch and business router before reaching the VoIP service provider. From there, the VoIP provider establishes the call.

If the network path to the called party supports a digital voice signal, then the call quality is upgraded to high definition. Otherwise, a VoIP provider connects the call over the Public Switched Telephone Network.

Using a hosted VoIP system in your business is that simple. However, for established businesses with a more sophisticated phone system, there are different needs.

If the office uses a PBX, you probably also pay for trunked telephone lines. These trunked lines handle voice calls from the PBX to the phone company — and they’re not cheap!

SIP trunking for PBX phone systems

In some cases, companies are locked into their hybrid phone system due to the costs of replacing hardwired phone lines in every office. Since VoIP uses the Session Initiation Protocol, it can be used to establish multiple lines of calls through the internet.

You’ll see in the diagram below SIP trunks accept calls from the VoIP provider. Inbound and outbound calls are funneled in much the same way until they reach the business location and are hardwired into a PBX.

Like old-school analog circuit switches, the “trunk” acts as a switch to control and funnel data.

The most significant benefit for large and small businesses alike is if they have a hardwired telephone system on site. SIP Trunking allows you to mix analog phone systems and new VoIP solutions to eliminate redundancy.

SIP Trunking provides multiple channels of voice service on-demand for any IP-based PBX.

A SIP Trunk can either be metered or unmetered for $15–$25 each month. They aren’t too hard to set up, either. Simply provide the SIP username and password to your PBX.

Mobile devices & Wi-Fi connectivity

Thanks to the meteoric rise of mobile devices in the workplace, unified communication is a requirement.

Employees are no longer tethered to their desks. Road warriors and remote staff can take business calls using nothing more than a VoIP app for their smartphones.

In some offices, Ethernet might not be a practical option. The speed of Wi-Fi has improved substantially, which has made way for Wi-Fi calling.

Keep an eye on your network congestion bandwidth utilization. You might need to adjust a few network settings for optimal performance.

📚 Also Read our VoIP Troubleshooting Guide to address these issues once and for all.

Top VoIP Phone Features

In addition to some serious cost savings, extensive phone features are another important motivation why so many companies switch to VoIP.

Here are the top features offered in a VoIP phone system:

Related: 40+ Best VoIP Features Your Small Business Can’t Do Without

📞 Call management:

• Automatic Call Distribution (ACD): Routes calls to available agents based on pre-defined criteria, ensuring efficient handling and faster response times.
• Interactive Voice Response (IVR): Guides callers through automated menus, reducing wait times and directing them to the right resource.
• Call Recording and Analytics: Records calls for training, quality assurance, and dispute resolution. Analytics provide insights into call patterns and agent performance.
• Whisper Coaching: Allows supervisors to privately coach agents during live calls, enhancing training and customer satisfaction.

🤝 Collaboration and mobility:

• Video Conferencing: Connect with colleagues or clients face-to-face seamlessly, regardless of location.
• Voicemail-to-Email: Get voicemail messages delivered to your inbox. Listen to voicemails and respond through your email.
• Softphones: Make and receive calls from any device with an internet connection, fostering remote work flexibility.
• Real-Time Presence: See who’s available to receive calls and chat messages. Live status updates are accurate and straightforward.
• Click-to-call: Initiate calls directly from web pages or CRM systems, streamlining workflow and improving sales outreach.

🖇 Integration and customization:

• CRM integration: Synchronizes call data with CRM software, providing a complete view of customer interactions.
• Instant Messaging: Send and receive text messages with customers. Perfect for quick updates and appointment reminders.
• Custom Dial Plans: Configure call routing based on specific needs, like routing international calls to designated lines.
• API Access: Developers can integrate VoIP functionalities into custom applications and software.

Related: What Is a Contact Center? Definition, Features, and Uses

Key Benefits of Using VoIP

VoIP offers businesses a reliable phone service, and it doesn’t cost you all that much.

Here are some of the top benefits of switching to VoIP:

1. Cost savings

VoIP can substantially reduce phone bills compared to traditional landline systems. VoIP calls are made over the internet, so there are no per-minute charges.

International calls are also much cheaper for VoIP. These savings add up, potentially cutting phone bills in half each month.

2. Flexibility

With VoIP, businesses can host their phone system in the cloud instead of needing bulky on-site hardware. This allows employees the flexibility to make or receive calls from anywhere with an internet connection. Calls can be forwarded to cell phones or remote locations.

3. Advanced features

VoIP includes a full suite of advanced calling features like auto-attendant, find me/follow me call routing, call recording, voicemail sent to email, conference calling, and more.

4. Scalability

Cloud phone service scale seamlessly as a business grows. It’s easy to add extensions or lines at your office or remote locations. This helps facilitate opening new locations or allowing more employees to work from home.

5. Better call management & analytics

VoIP systems provide excellent data around call volume, times of day, call distribution, and patterns. This helps businesses understand higher traffic times so they can better staff to meet customer needs.

Analytics provide insight to improve operations.

VoIP Phone System Requirements

Thinking about setting up a VoIP phone system in your business? Here’s all the equipment you’ll need to make sure your business is ready.

☎️ Hardware

Modem and router: These are the gateways to the internet, allowing your VoIP system to send and receive data. Choose a reliable modem and router that can handle your call volume and internet usage.

SIP Phones: All VoIP phones are SIP phones and vice-versa. They establish calls by using a VoIP service provider. Nextiva offers a wide variety of VoIP desk phones that offer a ton of functionality for both small businesses and enterprises.

Softphones: If you don’t need a traditional telephone, you can just download a softphone to make VoIP calls using your cellphone, laptop, or desktop. These VoIP applications keep your Caller ID separate because the voice data is handled directly through your VoIP provider.

Headsets: These are optional but highly recommended for hands-free calling and improved audio quality. Choose comfortable headsets with good noise cancellation if your environment is noisy.

Analog Telephone Adapters (Optional): For the holdouts of analog phones, never fear. With an ATA, you can retrofit your phones so they function correctly over VoIP. They might not have all the conferencing capabilities available, but they offer reliable service.

🌐 Internet connection

A good internet connection is crucial for VoIP call quality. Aim for a minimum of 100 Mbps download and upload speeds for optimal performance. Consider fiber optic internet for the most reliable connection.

Bandwidth

VoIP calls require less bandwidth than streaming video, but you still need enough to handle your call volume without choppiness or dropped calls.

Calculate your required bandwidth based on the number of simultaneous calls you expect and your internet service provider’s (ISP) recommendations. The standard bandwidth required for VoIP is 100 Kbps per device.

👉 Check your connection quality with our free VoIP speed test.

📲 Software

VoIP service provider: Choose a reputable VoIP phone service that offers the features you need, such as call forwarding, voicemail, and auto attendants.

Provisioning software: Your VoIP service provider will likely provide software to provision your phones and configure your system.

Selecting the Right VoIP Phone System

Choosing the right business VoIP is critical to maintaining a high standard of business communications and operations.

Beyond just comparing technical features, you want a reliable partner that offers a smooth setup, quality ongoing support, and financial stability to provide a communication system for years to come.

Key factors to evaluate in your VoIP buying decision include:

• Total costs — both initial investment and ongoing monthly fees
• Network uptime and call quality guarantees
• Depth of customer support and training resources
• Company track record and financial standing
• Ease-of-use — simple interfaces and tools
• Customer satisfaction — reviews and case studies

A business phone system like Nextiva meets and exceeds these criteria. U.S. News awarded Nextiva the #2 spot in their 2024 Best Business Phone Systems rankings, praising its scalability and seamless integration with popular business applications.

When you choose Nextiva, you choose a reliable partner that helps you seamlessly transition to VoIP and helps you navigate all your communication issues along the way.

Related: What Is a Virtual Phone System & How Does It Work?

FAQs about VoIP

When customers try to call your company, the last thing you want is the added hassle of calls sounding bad or even dropping unexpectedly. Troubleshooting phone call issues isn’t so simple, but there’s a methodical way to narrow the causes and improve call quality.

By arming yourself with some essential troubleshooting steps, you can often nip common VoIP issues in the bud, potentially saving yourself a time-consuming call to tech support. We’re diving into five causes and fixes for issues that could impact your cloud phone system.

Intro to Voice over Internet Protocol (VoIP)

Voice over Internet Protocol means that your audio is transmitted over your existing internet infrastructure. Voice over IP works well across many types of internet connections. Internet Protocol (IP) has built-in redundancies to ensure packets reach their destinations consistently.

In this video, we’ll get you up to speed if you’re newer to VoIP technology.

Is VoIP reliable?

VoIP is highly regarded for its reliability. But even with the best technology, disaster can strike.

Reputable VoIP service providers offer an impressive uptime track record of 99.999%, dubbed “five nines.” This level of reliability ensures that the service is available to users almost continuously, with minimal downtime. However, it is crucial to note that the reliability of VoIP also depends on the consistency of the internet connection associated with the VoIP devices.

However, VoIP data packets are often sent through the User Datagram Protocol, known as UDP. UDP is a fast method of data transmission but doesn’t have error-checking capabilities. When data packets are lost, they’re not recoverable. But with Transmission Control Protocol (TCP), data packets are re-sent to ensure peak reliability, albeit at a slightly reduced speed.

Voice calls rely on real-time audio. Even with a few lost data packets, calls can result in garbled voice. VoIP is highly reliable on any decent broadband connection rated for 3 Mbps or higher.

Troubleshooting Common VoIP Issues

VoIP problems involve networking or Internet connectivity issues. They can also include security problems and issues involving related devices. Follow these steps in order and use the process of elimination to determine which issue needs fixing.

• Network & LAN Issues
• Phone & Voice Quality
• WAN & Internet Connectivity
• Security
• Faxing Issues & Other Devices

No time to read? Shy from Nextiva breaks down these common VoIP problems in the video below:

Problem #1: Networking and LAN Issues

Common Symptoms: Cannot make calls, one-way audio, choppy voice, bandwidth issues, router issues

Networking and Local Area Network (LAN) issues usually involve problems between personal computers or the equipment that connects them to the Internet. This is often a router issue. Either the router is malfunctioning, or you have the wrong router for cloud telephony.

When using VoIP, you’ll need a router that prioritizes calls through the internet. This feature is known as Quality of Service, or QoS for short. This prioritizes VoIP calls ahead of less-critical network traffic. Most modern broadband routers offer this feature.

You may experience call quality issues if you don’t set it up. How to make sure your LAN is working properly:

1. Unplug power to the router. Wait 30 seconds. Plug the cord back in.
2. Set up QoS settings for VoIP.
3. Disable SIP ALG or forward ports
4. Check for firmware updates for your router.

1) Reset your router and all computers and check the wiring

Power-cycling your modem and router by unplugging the power for 30 seconds and plugging it back in can often be the first quick fix. But if you find repeated issues, here are more ways to troubleshoot VoIP issues with wiring.

1. Thoroughly inspect all Ethernet cables involved in your VoIP phone system, including those connecting to computers, routers, VoIP phones, Ethernet wall ports, or PBX systems. Check for any signs of damage or wear.
2. Ensure that power cables are firmly plugged in and that there are no loose, pinched, or disconnected cables. A loose connection can lead to poor audio quality or even dropped calls.
3. Avoid using cable or Ethernet splitters. While they may seem like a convenient solution, splitters can cause problems such as jitter and lag, which can negatively affect the quality of your VoIP calls. It is best to connect each device directly to the appropriate port without any intermediary devices.
4. Use high-quality CAT5e or CAT6 cables. Shielded and properly grounded cables can help minimize interference and ensure a secure and reliable connection. Over time, cables can become damaged or degraded. By periodically inspecting and replacing worn-out or faulty cables, you can maintain the integrity and security of your VoIP phone system.

By following these essential steps, you can ensure that all cable connections in your VoIP phone system are secure, which will contribute to a reliable and high-quality communication experience.

2) Ensure you have a router configured for VoIP prioritization

This means checking if your router supports QoS (Quality of Service) settings. Confirm they’re enabled. While every router is different, most QoS settings are in the router’s management interface.

3) Disable SIP ALG

Most consumer routers offer a “feature” that attempts to fix VoIP issues. Trust us; it causes more problems than it’s worth. The Application Layer Gateway (ALG) modifies packets sent between internal devices. The quick fix here is to turn off SIP ALG and disable any “SIP Helpers” within your router.

Follow this guide to learn how to disable SIP ALG. When troubleshooting this VoIP connection issue, calls dropping after 10 minutes and device registration issues are common symptoms.

If your router doesn’t have a VoIP-tuned QoS feature, you may need to dedicate more bandwidth to your VoIP devices. Some routers let you dedicate a minimum of 100 Kbps to a MAC address. It’s crude, but it works. To do this, you’ll need to know your phone’s hardware address. It’s usually found on the back of your phone or by navigating the phone’s on-screen menu.

4) Upgrade your router

If reconfiguring your router settings doesn’t work and you’re still experiencing router issues, you may need a new router. Upgrading to a dual-band router can significantly improve your VoIP experience. If your vendor no longer supports your router, look into open-source firmware such as DD-WRT or FreshTomato.

Dual-band routers are capable of transmitting on different frequencies. This way, users can assign each frequency a different task. Your 2 GHz network can handle your thermostats and guest traffic and not your real-time communication devices. Your 5 GHz network is ideal for TVs, IP phones, conference phones, workstations, etc. You can assign VoIP communication to a dedicated channel.

Related Article

The Complete Guide To Power Over Ethernet VoIP Phones

5) Adjust the placement of your wireless router

It is essential to consider a few factors to improve the placement of your router and enhance VoIP connectivity. Assess the presence of any obstacles, such as walls, doors, or furniture, that can interfere with the Wi-Fi signal.

Position your VoIP router in a central location within your home or office, ensuring that it is near the connected devices. This central placement will help minimize the number of obstacles between the router and the wireless devices, resulting in stronger and more reliable connectivity for your VoIP calls.

With your router located higher up in your building, you can optimize the performance of your VoIP system and enjoy clear, uninterrupted communication.

6) Check for VoIP phone system registration issues

Missing calls from your VoIP provider? There are several troubleshooting steps to try.

☑️ Verify device and account settings:

• Ensure that your VoIP device, whether a handset, desk phone, or softphone app, is properly logged into your VoIP service.
• Confirm that your account is associated with the correct business phone number.

☑️ Check registration status:

• If you’re using a hardware VoIP phone, check if it is still registered with your VoIP provider. If it’s not, you may need to re-register the device. Contact your VoIP provider for guidance on this process.

☑️ Disable Do Not Disturb:

• Ensure that your phone’s Do Not Disturb (DND) feature is turned off. This feature can unintentionally block incoming calls.

☑️ Review call forwarding settings:

• Examine the call forwarding settings within your VoIP application. It’s possible that you may have accidentally modified the configuration, redirecting your calls to another device or user.

☑️ Network and connectivity:

• Evaluate your internet connection to ensure it is stable and not causing any disruptions to your VoIP calls. Consider restarting your network devices or reaching out to your internet service provider for assistance.
• If you’re using a wireless connection, try switching to a wired connection to rule out any potential wireless interference issues.

If you have attempted these troubleshooting steps and are still facing missed calls in VoIP, contact your VoIP provider’s support team for further diagnostics. They can provide personalized guidance based on your specific setup and configuration.

Problem #2: Phone and Voice Quality

Common Symptoms: Echo, bad audio, buzzing, delays in transmission

If you’re sure all your networking equipment is working correctly, you can look into other reasons why your VoIP service isn’t functioning properly.

If you’re experiencing phone and voice quality issues, it’s important to rule out reasons such as call volume, interference, and faulty phone equipment. Here’s how to check your voice quality:

1. Cover your phone’s mouthpiece. If the echo, buzzing, or interference stops, you may need to turn down the volume of your earpiece or speakers.
2. Move your router. Keep the router away from your computer monitor, fans, and power strips. They could be causing interference by being too close.
3. Check any intermediary equipment. Bypass any splitters or caller ID devices connected to your router and phone. This means plugging the router and phone directly into one another and removing any third-party equipment. If the problem ceases after you bypass a certain piece of equipment, it’s likely that piece of equipment is faulty.
4. Inspect your wires. Ensure that all wires and cables are dry and not too long. A wire that’s too long can cause voice quality issues
5. Check for old equipment. If you’ve had certain equipment, such as a headset, microphone, or the phone itself, for a long time, it may need an upgrade. Old equipment can sometimes result in poor voice quality.

Problem #3: WAN and Internet Connectivity

Common Symptoms: Choppy voice, voice delays or echo, speed issues, number not found or busy signal

Another common set of problems that can cause an array of issues is wide area network (WAN) or internet connectivity issues. These include issues that aren’t necessarily contained within your vicinity or equipment. This includes trouble with your Internet Service Provider (ISP).

Some internet bundles are for web surfing and streaming but aren’t powerful enough to use VoIP. Transporting voice packets is essential for VoIP calling.

It requires an additional set of internet protocols that your ISP may not be providing. Before you begin VoIP troubleshooting, ensure you have a business-class internet bundle that supports VoIP usage.

How to check your WAN connectivity and internet speeds:

1. Run a bandwidth speed test (Test yours free from Nextiva)
2. Test for packet loss
3. Contact your ISP

1) Run a bandwidth-speed test

Nextiva has an easy-to-use speed test to determine if your network is VoIP-compatible. Your speed will determine how many VoIP phones your network can handle. Before performing the test, ensure you plug your computer directly into the modem.

2) Test for packet loss

Packet loss occurs when data packets are transmitted correctly from one end of a connection but fail to reach their intended destination. This is usually caused by bad network conditions or internet congestion. VoIP connections are dependent upon data packet transmission.

Therefore, even a small amount of packet loss can result in VoIP communication issues. To find out if you’re experiencing packet loss, you’ll need to run a ping test.

Open Terminal or Command Prompt on your computer and type ping 8.8.8.8 and observe the result.

As you run the tests, document your results so you can give them to your internet service provider if necessary.

3) Examine causes for jitter and packet loss

Jitter and latency are commonly experienced issues in VoIP calls, impacting the quality of communication. Jitter occurs when parts of the audio data in a VoIP call are received by the recipient out of order, resulting in garbled or choppy conversation. On the other hand, latency refers to an audio delay, where the speaker’s voice takes a longer time to reach the recipient.

Jitter

One cause of jitter is when the audio data packets sent during a VoIP call experience drops or congestion in the network’s transit. This disruption can result in the packets arriving at the recipient out of order, leading to an inconsistent and nonsensical conversation.

Latency

Latency, on the other hand, arises due to the time it takes for the audio data packets to travel from the sender to the recipient. Delays can occur as a result of various factors, such as the distance between the two parties involved in the call, the routing of the data through multiple network nodes, or network congestion. These delays can cause a noticeable lag between the speaker’s voice and its reception, leading to difficulties in maintaining a smooth conversation flow.

Best practices

To minimize disruptions and maintain a high-quality VoIP call experience, ping should be kept below 150 milliseconds and jitter below 30 milliseconds.

Problem #4: Security

Common Symptoms: VoIP deregistration, firewall issues

Since VoIP is connected to the internet, it’s susceptible to virtual attackers and security threats. Security issues can not only affect call quality but also place your customer data at risk.

That’s why if you suspect you’re having issues with VoIP security, you should address them immediately.

1. Reset your passwords
2. Identify rogue devices
3. Implement VLAN tagging for devices

1) Reset your passwords

Credentials for VoIP services can be hacked. They’re in high demand. With your SIP/VoIP credentials, unauthorized users can place expensive calls or even listen to calls in progress. If you suspect your password has been compromised, reset all passwords. Additionally, consider updating passwords on a regular basis.

Use strong passwords that contain letters (both capital and lowercase), numbers, and symbols. It’s smart to encrypt these passwords somewhere safe using password encryption software like LastPass.

2) Set security layers and firewalls

The VoIP admin can deploy a firewall for your VoIP systems. These firewalls usually function by limiting the type of traffic allowed on calls and closing the session once a call concludes.

Firewalls also help map unusual patterns and identify signs of an attack. While many VoIP routers have these capabilities, talk to your VoIP provider about the security measures offered.

Problem #5: Faxing Issues & Other Devices

Common Symptoms: Faxing errors, alarm system integration
Enterprises rely more and more on digital paperwork for the business. However, sometimes fax machines, printers, and scanners are still used to send and receive data.

Fax machines, unfortunately, aren’t compatible with VoIP. This could lead to problems for those who rely on these machines to send information. How to combat issues because of third-party equipment:

1. Install compatibility components
2. Find compatible security solutions

1) Install compatibility components

It’s unlikely you’ll be able to plug your fax machine into your VoIP equipment. You’ll probably need to install compatibility equipment to run a fax machine and other similar devices through your VoIP phone.

Equipment varies among providers, but many offer bridging components (like a fax bridge) to help you send and receive digital information.

2) Find a compatible security system

Nowadays, many security systems require an internet connection. However, you’ll want to ensure yours is compatible with your VoIP phone service.

If the security system isn’t compatible, it can cause issues with both the security system itself and your VoIP service. You may need to check with your VoIP service provider about compatibility with certain security systems, but you can learn more about how alarms work with VoIP.

When You Must Call for Help

If you encounter any of the above issues, it may be time to call for help. Since business VoIP relies on internet service and internet phone service providers, sometimes the problem is simply out of your hands.

When your internet connection goes offline

When the internet connection goes down with Voice over Internet Protocol (VoIP), it results in a disruption of the calling capability and usage of the VoIP application for all connected devices. In other words, making and receiving calls through VoIP will not be possible until the internet connection is restored.

However, it is important to note that mobile devices can still utilize VoIP functionality by using cellular data instead of relying on an internet connection. This means that even if the internet goes down, you can still make VoIP calls on your mobile devices as long as you have an active cellular data plan.

You have chronic call connectivity issues

Also, if you notice issues with your VoIP equipment or call connectivity, it’s better to call your VoIP service provider. They can help you troubleshoot any issues as an expert. However, most VoIP connection issues can be covered here.

VoIP troubleshooting is a great way to diagnose common VoIP issues on your own without contacting your internet or VoIP providers. Proper troubleshooting lets you determine where the problem is, what’s causing it, and how to fix it. It’ll also save you money in replacing otherwise functional network routers and switches.

After you’ve checked all your cables and power cycled all your equipment with no success, your VoIP provider may need to perform more advanced troubleshooting.

This is why it’s important to work with a trusted VoIP leader that is known for superior reliability. If you work with a knowledgeable and trustworthy company, you should be up and running in no time.

But maybe it’s not you — it could be your provider. Looking to upgrade? Our cloud PBX has you covered!

FAQs

Artificial intelligence (AI) has taken the business world by storm, and most would agree that it’s greatly improved the efficiency and ease of day-to-day operations. 

Organizations are implementing machine learning and AI-powered technologies in every aspect of their work processes, from data analytics to daily communications. But perhaps no part of an organization is transformed by AI more than the contact center .

Contact center AI helps customer support agents and teams work faster and more efficiently while simultaneously reducing their workloads. However, the capability requires more than just adding a generative AI-powered chatbot or a transcription feature — there’s a wide array of AI-powered tools that can truly empower contact center agents and help them delight customers.

So, let’s take a closer look at AI solutions in the contact center, see what they can do, and learn how they help contact center teams succeed.

What Is Contact Center AI?

Contact Center AI is a suite of customer communication tools intended to automate contact center operations, including assisting customers and agents. It encompasses the many different functions that can enhance the contact center experience based on vast amounts of customer interaction data. 

There are many advantages to using automation throughout the customer journey, but major benefits include the ability to:

• Extract insights: AI-powered tools can analyze vast quantities of data from customer conversations to glean new insights, such as common customer questions, agent performance, and potential issues.
• Automate tasks: AI tools can automate repetitive tasks, such as taking notes, summarizing interactions, and logging customer calls. This makes work easier for the contact center agents and frees up time so they can focus on more pressing matters.
• Create personalized experiences: AI-powered tools can be used to help agents provide personalized customer experiences, drawing upon past interactions, purchases, and individual needs to give agents fully contextualized insights into each customer.

A good AI-assisted platform will offer a wide array of tools and features to help organizations attain all these benefits and more.

Related Article

Contact Center Experience: How To Better Build & Improve It

Contact Center AI Features

What tools and features make CCAI tick? An AI-assisted contact center platform consists of features to scale customer engagement, assist agent messaging both during and after calls, and gather and analyze data.

Customer-facing AI features

These contact center technologies assist customers before they speak with an agent — or even remove the need to speak with an agent. This provides a better customer experience (CX) by enabling customers to get the help they need quickly on their own.

Customer-facing AI features include:

Virtual agents and chatbots

Chatbots have advanced beyond the days of frustrating automated menus with limited options — today’s bots are more advanced, capable of carrying out tasks and understanding questions or requests.

Chatbots and virtual assistants with conversational AI can understand and answer questions, resolve simple customer issues, and qualify leads 24/7, accurately understanding requests and using natural language to generate human-like responses.

Related: Conversational AI vs. Chatbots: Choosing the Best Solution

Intelligent call routing

Of course, there are times when a human touch is required, and in those instances, AI-powered call routing can make sure that the customer reaches the right contact center agent for the job. 

One of the most impactful applications of AI occurs with interactive voice response (IVR) call routing.

Advanced IVR call routing analyzes the customer’s intent and integrated data sources and directs the customer to the agent whose skills best match their needs.

Sentiment analysis

AI’s analytical abilities don’t end there, as AI tools can also analyze customer sentiment in real time. 

Sentiment analysis works by either identifying phrases that indicate mood (such as “This is frustrating” or “You’ve been a great help”) or listening to the customer’s tone, depending on the tools. It uses those cues to understand how the customer is feeling and provide tailored responses.

Self-service portals

Sometimes, customers want assistance but don’t need to speak to a live agent. This is where self-service portals come into play, as they can provide customers with access to account information, online forms, and knowledge bases so that they can resolve issues on their own.

Conversational AI can make self-service portals far more informative and intuitive, enabling customers to find information and carry out tasks as efficiently as a live agent.

Agent-facing AI features

Once a customer reaches a human agent, contact center AI solutions can continue to assist throughout the call. 

Even when the call is over, AI-powered platforms reveal helpful insights and metric tracking to help agents improve their performance.

Agent-facing AI features include:

Real-time agent assist

An important feature is real-time agent assist, which listens to calls for keywords and questions so it can provide information to the agent during the call. This includes instant suggestions from the system’s knowledge base, recommendations for the best actions to take, and even step-by-step guidance during customer interactions.

For instance, if a customer asks an agent to explain a certain feature or troubleshoot a problem, the agent assist tool can understand the question and instantly show the agent how to help the customer quickly and efficiently.

Automated call transcription and summary

It’s important that agents have detailed notes for each of their calls, especially if they need to keep track of information such as model numbers, previous steps customers have taken, or other important details. However, writing everything down during a call can be time-consuming and distracting. That’s where automatic call transcription comes in, as it takes real-time notes and records everything that was said.

Several contact center tools include automatic call summaries to accompany the transcriptions, highlighting action items and creating helpful notes from each conversation. 

With these transcripts and summaries, agents can easily find important information from each call. Automatically taking notes and summarizing calls is a huge time saver, freeing up agents to focus on other customers.

Predictive analytics

One major strength of AI is the ability to analyze large quantities of data and identify patterns. AI-based solutions can analyze customer data to predict their needs and create customized interactions, thus providing a better experience.

Call coaching and quality monitoring

Many contact center solutions keep working even after the call. Examples of this include call coaching and quality monitoring can analyze calls, customer satisfaction, and agent performance to identify areas for improvement and provide personalized coaching tools, ensuring that each call is also a learning opportunity.

Performance dashboards

Contact center managers and supervisors also need to understand how their teams are performing, and the analytics capabilities AI unlocks can help make that even easier. 

AI-powered performance dashboards can monitor agent performance metrics , such as average handle time, first call resolution, and customer satisfaction, allowing supervisors to monitor their agents in real time from a single dashboard.

Workforce management tools

Lastly, contact center platforms often include workforce management (WFM) tools to make staffing and managing workloads easier. AI-powered tools can forecast call volume, help managers optimize their staffing schedules, and manage agent workloads to ensure no one is overwhelmed and contact centers are always properly staffed. 

WFM helps ensure agents aren’t overworked while also making sure enough agents are available to help customers quickly.

Contact center data and analytics

Contact centers are a veritable gold mine of information, but there’s so much data to sort through that analyzing it all is a herculean task for any human being. However, one of AI’s greatest strengths is making data analytics actionable for agents and company leaders alike.

AI-based analytics provide detailed rich reporting functionality, including:

• Speech analytics: Enrich call recordings with natural language processing to gain new insights and information, such as trends, potential issues, and customer sentiment.
• Omnichannel analytics: Analyze written conversations, including chat transcripts, emails, and social media interactions in an omnichannel environment. 
• AI-powered insights: With a large enough dataset, surface actionable insights to make informed customer recommendations and improve decision-making.
• Reports and dashboards: User-friendly dashboards and reports that visualize contact center stats, allowing teams and supervisors to see how well they’re reaching their goals at a glance.
• CRM integrations: Many contact centers integrate with customer relationship management (CRM) solutions and other business applications. Such CCaaS integrations provide a holistic, unified view of customer interactions and assist with logging calls in the CRM.

3 Signs Call Center AI Is Right for You

Now that you have a firm idea of what AI in the contact center means, it’s natural to want to add AI to your call center. However, its practicality varies among your business needs, so you should weigh the benefits and see if it’s right for you.

So, here are some signs that your contact center can benefit from AI functionality:

1. You’re experiencing high contact volume

If your contact center handles a large number of calls, emails, chats, or any other form of customer communication, it can be easy for your team to get overwhelmed. AI can help automate routine tasks, handle inquiries faster, and enable better self-service to free up agents and help customers more quickly.

AI-powered tools with agent assist can provide fast and efficient responses, even when callers have questions about technical or complex issues. Real-time assistance and knowledge base suggestions can help agents and customers in an instant.

2. You want to improve customer satisfaction

If your customer satisfaction (CSAT) scores are low, AI can help. AI-assisted support tools improve the customer experience by providing personalized interactions and helping resolve issues quickly and effectively.

Long wait times can also lead to lower satisfaction. AI functionality in the call center can reduce handle times and improve service levels with more intelligent chatbots, self-service options, and intelligent routing.

3. You need greater operational efficiency

Contact centers have one of the highest turnover rates of any business. AI can help with that, too. If you have a high rate of agent turnover, AI-powered tools can help improve agent productivity, minimize churn, optimize scheduling, and reduce training costs.

Contact center AI improves agent efficiency and eliminates monotonous, time-consuming tasks, such as entering data, logging calls, and taking notes. This allows agents to focus on the work that matters and save time each day.

Situations When AI in the Contact Center May Not Be for You

AI is not an instant solution for all contact center needs. As helpful as the technology is, it’s designed to solve specific problems, so contact centers not facing those issues may not see the same benefits. 

For instance, if you already have a well-established knowledge base that can answer most questions and your agents are already skilled at handling complex inquiries and providing a great customer experience, then AI may not be as helpful to them.

AI-powered technology can also be a hefty investment, so budgetary concerns need to be considered.

Signs your contact center might not benefit from AI:

1. You have low contact volume

Artificial intelligence is great for handling large volumes of calls and sorting through vast quantities of data. But if you don’t have either, it won’t be able to offer intelligible recommendations.

If your contact center only handles relatively few customer interactions, implementing CCAI may not be worth the cost and complexity. 

2. Your agents handle advanced customer requests

Contact center AI can deflect some contacts with self-service to handle basic questions and carry out simple tasks. But if your agents provide high-touch customer service, then AI may not provide enough value to justify the investment.

3. You have high customer satisfaction ratings

While AI tools can help improve the customer experience, sometimes contact centers don’t have much more room to improve. If your customer satisfaction scores are already high, then AI may not be necessary for improving CX — it can potentially increase the customer effort required to get help. 

4. You experience workforce resistance

AI in the contact center is still an emerging technology, and many will be hesitant to use it. If your agents oppose or don’t see any benefits to using it, getting them to adopt the new technology may be an uphill battle best saved for another time.

In some cases, the technology distracts from the fundamentals: providing personable customer care. Nail that and then explore an AI platform. 

You’ve Got Options for AI Contact Center Software

If you’ve decided that an AI-powered solution is right for your contact center, it’s time to look at the options available. When you want an affordable platform that won’t bog you down with unnecessary bells and whistles, you can’t go wrong with Nextiva’s cloud contact center.

Nextiva’s contact center solution has a robust suite of features, including intelligent virtual agents, interactive voice response, call recording and quality monitoring, call analytics, and integrations with top CRM systems.

But if AI doesn’t seem like a great fit, a hosted call center could be a worthwhile option to consider. 

A cloud call center scales and adapts to your business’s changing needs. For instance, you might have a sales team focused on outbound calls and your customer support team handling inbound calls . Either way, it’s especially affordable, even for budget-conscious businesses.

Related: How to Use Conversational Analytics Software Effectively

When you need to get in touch with customers who don’t answer your calls, there must be a better way to reach them. Likewise, you may need a backup plan to get in front of prospects or notify employees who don’t or can’t pick up the phone. 

In these situations, Voice over Internet Protocol (VoIP) texting comes into its own. You can send a text message via your business VoIP service, get messages to the right people, and stay in compliance at the same time.

Read on to learn about texting from your VoIP number, how it works, and exactly how you can use it.

What Is VoIP Texting?

VoIP texting is a method of sending and receiving SMS messages via your phone number provided by a VoIP provider. This might be a landline or a toll-free number. You can use your existing (or new) VoIP service to send and receive text messages on the same system as your business phone calls. 

There’s no need to pick up a mobile device or have a dedicated business cell phone. You just need SMS and MMS features enabled by your business VoIP service.

How VoIP texting works

VoIP texting works using a virtual phone number. You can assign this number to a user or group of users and enable text messaging over an internet connection, such as Wi-Fi.

When users need to send a text message, they simply open their team chat app and add a phone number or choose an existing contact. When someone replies, the same user or group of users is notified.

Behind the scenes, your VoIP system uses the same technology it would use to make a phone call or send an instant message. Packets of information (text messages, images, videos, etc.) are routed from your cloud system to a recipient’s mobile phone number.

Want to learn more about the tech behind VoIP texting? 

Related: What Is VoIP? The Newbie’s Guide to Voice over IP

SMS and MMS differences

📝 Short Message Service (SMS): Text messaging function that has been around since 1992 for plain-text messages up to 160 characters long delivered to mobile phone users. When most people most commonly refer to text messages, they’re referring to SMS-based messaging.

🖼️ Multimedia Messaging Service (MMS): MMS was introduced in 2002, building upon SMS capabilities by enabling mobile phone users to send images, audio clips, videos, and larger character limits in their messages. MMS supports small files up to 300KB on virtually all smartphones today.

Ways To Use VoIP & Texting Together

There are many ways you can use VoIP texting, and there are no hard and fast rules about when you can’t use this service. We’ve highlighted common scenarios where you can benefit from VoIP texting functionality.

1. Customer support

When you need customers to provide photos or extra information for support cases, asking them to take a photo, send it to their email, download it, and upload it to a support link is a time-consuming process. The customer who called for help is now doing all the heavy lifting and becoming frustrated. Instead, you could text them a link so they can upload the photo directly.

This VoIP texting facility uses the same technology as the call you’re connected on, ensuring a smooth experience for your customers.

There’s also the major advantage of being able to send photos via MMS messaging. When field engineers, for example, are on-site with a customer, they can send photos directly to technical engineers to diagnose problems, removing the need to bring a piece of equipment back to the office and shortening the overall repair time.

2. Prospect follow up

The average response rate for SMS marketing is as much as 45%. That’s significant compared to the response rate for email marketing of 6% and cold calling conversion of 2%.

After you’ve spoken with a prospect or when a web visitor has downloaded an asset, send them a text message instead of picking up the phone or adding them to your next email campaign. When you hang up after a phone call, select the contact from your address book and start typing your customized text message. No special software is needed — just your VoIP app.

Not only will this result in a higher open rate (we read all our texts, after all), but you also give the recipient the option to click a link to learn more about your offer or service.

3. Appointment reminders

If you had the power to decrease the number of missed appointments, you’d welcome it with open arms, right?

It’s one thing for customers or patients to book appointments, but it’s another for them to show up. You can use VoIP texting for automation or to send manual reminders a week, day, or hour before an appointment, decreasing the probability of a no-show. 

When you’re on a live call with a patient and book the next appointment, decrease the likelihood of them noting down the wrong time or date by sending an SMS while on the call.

Likewise, you can simplify the steps for booking repeat appointments. When a patient needs to book a new appointment on a regular basis, you can send them a link via SMS so they can choose their appointment time. You save time on making calls that don’t connect, and patients can schedule appointments in their own time.

4. Text back after missed calls

How many times have you received notifications of a missed call only to call back and have nobody answer? Phone tag or voicemail tennis — whatever you call it — is unproductive.

It may also be that you don’t know who the missed call is from. So, you return the call, nobody answers, and you’re none the wiser.

Instead, you can send a text acknowledging that you missed the call and inviting the caller to call back at suggested times. You might have a gap between 1 p.m. and 2 p.m., or you may only be contactable during the night shift.

Or, if you’re tied up on another call, send an SMS to say you’re currently engaged and will call them back as soon as you get the chance. You can even set up auto-replies so that when you miss a call, the caller automatically receives a text message.

Limitations of Using SMS Messaging With VoIP Numbers

Like all technologies, there are some limitations you must be aware of.

Here are six things to consider when deciding whether VoIP texting is right for your small business or enterprise:

• Texting rate limits: You can’t send an unlimited number of text messages.
• SMS functionality: Not all VoIP service providers support SMS functionality. 
• Large file sizes: Large images or videos greater than 1 MB aren’t supported.
• Character limits: Messages over 160 characters get split into multiple messages.
• SMS shortcodes: SMS shortcodes may not always be supported.
• Recipient consent: Businesses must maintain records of consent for sending text messages for commercial purposes, such as marketing campaigns.

Benefits of VoIP Texting

While there may be some limitations to using SMS messaging with VoIP numbers, the benefits outweigh them.

The key advantages include providing a better, more personalized customer experience and introducing a multichannel approach to your sales and support processes. At the same time, you’re making productivity gains by achieving the same or better outcomes in fewer calls and clicks.

• Higher customer satisfaction: Follow up and streamline support, sales, and appointment processes by introducing a written format alongside a verbal communication channel.
• Simplified group texts to staff: Send one-to-many messages instead of informing colleagues about issues or offers one at a time.
• Personalized customer care: Integrate with CRMs, ticketing systems, or any software with open APIs to customize offers and use information such as customer names, company names, and existing products in messages.
• Improved sales engagement: Start outbound prospecting with a high engagement rate.
• Lower communication costs: Send messages en masse to achieve the same outcome as multiple calls made to individuals.

How To Set Up VoIP Texting

Follow these four steps to begin sending texts from your business phone number:

Step 1. Choose a VoIP provider.

First, you need to choose a VoIP phone service provider. Make sure they have experience with customers using VoIP phone systems and SMS facilities. If you already have a VoIP provider, inquire whether they have example customers who are also using the SMS option.

If you don’t have a VoIP provider and are currently considering moving from a traditional phone system to the cloud, this is the perfect time to make sure you transition to a single provider for both your calling and texting requirements.

Step 2. Get a new number, or keep your existing one.

Once you’ve chosen a provider, it’s time to think about phone numbers. You have two choices here:

1. Use a new virtual number: Receive a new phone line for your outbound campaigns.
2. Port your existing phone number: Keep your current number by moving it between networks (this may take a few weeks to set up).

Number porting involves asking your old provider to release the number from their infrastructure and your new provider to migrate it into theirs. Depending on the history of your phone number and where it currently resides, this might speed up or delay the process. Make sure you speak to your new provider when preparing to keep an existing number.

Step 3. Complete 10DLC registration.

The next step is to complete 10DLC registration. This is a 10-digit long code that refers to a personalized 10-digit phone number designated for business communication and text messaging applications.

Using such a number, however, comes with compliance regulations. Businesses must gain approval from The Campaign Registry before they can send messages. The 10DLC registration process has two parts:

• Brand registration: Businesses must identify themselves to the carrier networks.
• Campaign registration: Businesses must give examples of the messages they’re sending and show proof that consumers opted in to receive their text messages.

When you’re set up with 10DLC, you can begin texting from your VoIP line. 

Step 4. Start sending texts from your VoIP system.

In the Nextiva app, navigate to Messages and follow the following instructions:

• Tap SMS, then +.
• Select the contact(s) from the contact list or enter the phone number(s) in the To field.
• Add multiple recipients to create a group SMS message. 
• Press the paper clip 📎 icon to the left of the text field to send an image (JPG, PNG, BMP, or GIF less than 1 MB) or audio file (.mp3, .wav, or .mp4).
• Enter your message and press Send.

Experience the Best VoIP Provider For Businesses

Whether you want to improve customer service or lower your missed appointment rate, VoIP texting is the perfect solution for small businesses and enterprises alike.

When looking for a VoIP texting provider, you need someone who has been there and done that. Nextiva has relationships with all the major phone service providers, so text messages are delivered reliably and from a simple interface. 

When you choose Nextiva for business SMS as well as VoIP, you benefit from:

• Voicemail transcriptions: Get an email or SMS message with an accurate voicemail transcript.
• Business text messaging: Exchange SMS text messages with customers and team members from your desktop or mobile app.
• App integrations: Sync your business communications with popular CRM, customer support, and team collaboration tools.

This way, the entire workforce can get text-enabled phone numbers and exchange texts using the NextivaONE mobile, web, and desktop apps.

Related: Best Business Text Messaging Tools for 2024 [Free & Paid]

FAQs

Google Voice marked a milestone in business phone service when it launched over a decade ago. But times have changed.

While Google Voice still offers flexible VoIP service for small businesses, its development and features have stagnated recently.

At first, Google Voice checks all the boxes: it lets you make free calls, works with Gmail, and gives you one number for calling and texting. However, its features and capabilities can start to feel limited if you’re using it as a business phone system.

For businesses seeking alternatives, a host of new and improved cloud-based phone systems have sprung up.

These VoIP phone services give you more advanced call routing, better call quality, more integrations, and other features that Google Voice just doesn’t offer.

In this article, we’ll discuss some top Google Voice alternatives and what sets them apart to help you find the right fit.

Why Businesses Use Google Voice?

Google Voice is a Voice over Internet Protocol (VoIP) service that provides users with a dedicated Google Voice number for local and international voice calls, texts, and voicemails.

Though Google Voice has limited capabilities compared to other VoIP solutions, its features are straightforward and useful. This includes voicemail transcription, call blocking, and call screening.

Many businesses choose Google Voice because of the following key benefits:

💰Cost-effectiveness

Google Voice offers a free plan for personal use and affordable business plans starting at just $10 per month. This makes it one of the most budget-friendly solutions on the market, cheaper than traditional landlines.

For US and Canada-based businesses, Google Voice also provides unlimited domestic calls, significantly reducing long-distance charges.

🤝 Convenience and flexibility

Google Voice gives each user a single phone number accessible across devices, using a web browser on your computer or laptop or a mobile app on your iOS or Android phone. This streamlines communication and ensures employees can be reached anytime, anywhere.

With Google Voice, teams are no longer tied to their desks and can conveniently take calls remotely over WiFi. This flexibility is invaluable for remote employees and distributed teams.

Related Article

Remote Office Phone System: Features, Benefits, and Setup

✅ Seamless integration with Google Workspace

Many businesses already use Gmail, Google Calendar, Google Meet, and other Google apps.

Google Voice integrates seamlessly into Google Workspace, unifying communication and collaboration under one platform. This enhances efficiency, eases use, and simplifies the tech stack.

However, for businesses needing more advanced VoIP phone service, Google Voice has its limitations.

Let’s explore why Google Voice falls short for some use cases.

Reasons to Look for a Google Voice Alternative

Growing businesses often outgrow Google Voice’s capabilities and require a more robust VoIP phone service provider. Here are some of the key limitations:

Feature limitations

Google Voice provides only basic features that can feel restrictive as a business scales. For example, it has limited international calling support, which can be problematic for global companies.

It’s also only available in select countries outside the US and Canada, lacking the geographical coverage needed for worldwide teams.

Other missing features include toll-free numbers, vanity numbers, call analytics, and more.

You can’t port existing toll-free numbers into Google Voice.

Limited customer support

According to some G2 reviews, Google Voice offers very minimal customer service for free personal plans. Even documentation is often outdated, making issues difficult to resolve. This lack of support can leave businesses frustrated.

Not ideal for high call volumes

Google Voice struggles with high call volumes, with even individual users reporting disabled accounts due to excessive usage. For busy enterprises, Google Voice may simply not be robust enough.

No integrations with other platforms

Google Voice only seamlessly integrates with Google Workspace itself. It doesn’t integrate with third-party software tools or platforms.

While competing VoIP solutions focus on custom integrations, Google Voice does not.

For businesses needing more advanced features, strong customer support, high call capacity, and integration with existing systems, Google Voice alternatives are worth considering instead.

6 Best Google Voice Alternatives

Top Google Voice alternatives compared:

1. Nextiva

Nextiva is a leading cloud communications platform that outperforms Google Voice with more advanced capabilities for businesses. It provides excellent reliability, scalability, security, and support.

Key reasons to choose Nextiva over Google Voice:

1. Richer Features: Nextiva offers a robust suite of phone, video, collaboration, and CRM tools in one solution. This includes voicemail transcription, automated workflows, call monitoring and recording, integrations, and more missing from Google Voice.
2. Scalability: It easily accommodates both growing small businesses and large enterprises. Teams can start small and add users and features as needed.
3. Reliability & Security: Nextiva delivers 99.999% uptime using carrier-grade infrastructure and security.
4. Top-Tier Support: Offers 24/7 amazing service and customer support via phone, email, and chat.

Nextiva pricing:

Plans start at $18.95 per user/month. Tiers are available for small to large teams, with advanced functionality like unlimited video conferences, call recording, and compliance features added in higher tiers.

Bottom Line: Nextiva excels for any sized business needing a secure, scalable communications system with enterprise-level capabilities and support.

2. Grasshopper

Grasshopper is a VoIP provider that offers essential business phone features like extensions for incoming calls, supervised call transfers, call routing, voicemail transcriptions, customizable voicemail greetings, text messaging, and fax capabilities.

It stands out for its ease of use, quick setup, and budget-friendly VoIP calling tailored to small teams.

Why is Grasshopper better than Google Voice?

Compared to Google Voice, Grasshopper is more optimized for professional use cases with additional capabilities like vanity, local numbers, toll-free numbers, call management features, auto attendants, and more robust administrative controls.

While Google Voice offers the basics, Grasshopper better supports customized business phone solutions.

Pricing: Starts at $14 per user per month based on number of extensions needed.

Best for: Startups, solopreneurs, and teams that want an affordable, feature-rich virtual phone system that’s simple to manage.

Related Article

How to Set Up a Virtual Phone System In 5 Easy Steps

3. Ooma

Ooma Office is a VoIP business phone service with over 50 business communication features for call routing, voicemail, analytics, integrations, and more.

It stands out for competitive pricing while delivering enterprise-grade capabilities that enhance productivity for growing teams.

Why is Ooma better than Google Voice?

Ooma provides significantly more robust options for advanced call flows, real-time monitoring, and integrations with top business apps. Ooma also offers more personalized onboarding and US-based customer support not provided by Google.

Pricing: Plans start at $19.95 per user monthly with tiered features and support based on business size and complexity needs.

Best for: Solopreneurs to mid-market companies that want productivity-enhancing phone tools without high costs or complexity.

Related: Ooma Business Pricing: Is it Worth it?

4. Zoom Phone

Zoom catapulted in popularity as the video conferencing platform of choice during the pandemic. But it also offers fully integrated voice, chat, and webinar capabilities for convenient collaboration.

Related: Zoom Phone Pricing: Is It Worth the Cost? 

Why is Zoom Phone better than Google Voice?

Unlike Google Voice, Zoom Phone provides enterprise-grade reliability, security, and support options tailored for business use cases where real-time interaction at scale is critical. Zoom phone also enables video and content sharing for more impactful virtual meetings.

Pricing: Plans start at $149 annually for comprehensive video capabilities, management controls, transcription tools, and more.

Best for: Organizations conducting regular video conferences, training, and events.

Related Article

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5. Skype

Skype is a globally recognized platform for free voice and video calls along with group messaging and file sharing. It offers basic unified communications tailored to casual users and small teams.

Skype can be easily installed on cell phones, computers, laptops, and tablets.

Why is Skype better than Google Voice?

Skype enables group video conferences for up to 100 people simultaneously. Skype also makes it easy to connect with contacts overseas on a freemium model, while Google Voice lacks free international calling options.

Pricing: While Skype has free personal use options, paid plans start at $2.99 per month for voice-over-IP calling and other premium business features.

Best for: Solopreneurs, small teams, and international collaborators who appreciate low-cost video meetings.

6. Sideline

Sideline augments existing mobile plans by providing additional phone numbers to segment professional and personal calls. This “second line” also enables productivity features like auto-replies when on another call.

Why is Sideline better than Google Voice?

Unlike Google Voice’s web-based system, Sideline uses carrier networks like Verizon and AT&T to deliver reliability. This means connectivity even in areas with no wireless internet access.

Sideline also enables WiFi calling, conference lines, shared inboxes, and SMS alerts that Google Voice lacks.

Pricing: Plans with unlimited domestic talk and text start at $14.49 per additional number per month.

Best for: Field teams, remote workers, and entrepreneurs needing an extra business line with robust call control.

How To Choose a Google Voice Alternative

Here are some tips for choosing the best Google Voice alternative:

• Consider your usage needs. Do you need just basic calling and texting? Voicemail transcription? Video calling? Identify the VoIP features that are most important to you so you can narrow down services.
• Look at pricing and fees. Many services have free basic plans and then charge for more advanced features. Calculate total costs based on your anticipated usage. Services like Skype and Sideline tend to offer competitive pricing.
• Check carrier and device compatibility. You’ll want to pick a service that works seamlessly with both your mobile carrier and the devices you plan to use it on. This usually includes compatibility information on the service provider’s website.
• Assess call quality and reliability. Check reviews and tests of the voice call quality for services you’re considering. Also, research the uptime and reliability. You want a provider like Nextiva whose network can deliver consistently good call connectivity.
• Consider number choices and porting. If you want to keep your existing number, check if the service allows number porting from your carrier. Also, see what new number choices they offer in your area code if signing up for a new number.
• Check out customer support options. Do they offer 24/7 customer service or online support via chat or email tickets only? Make sure they provide multiple contact methods that work for your needs.

Related Article

How to Choose a Business VoIP Provider

Make the Switch From Google Voice to Nextiva

While Google Voice works for basic calling and texting needs, its features come up short for many business users. If you find yourself needing more advanced telephony solutions, it may be time to upgrade to Nextiva.

Key communication features like auto attendants, call queues, IVR, call recording, voicemail transcription, online faxing, SMS, MMS, and video conferencing make it a top choice for enterprise functionality.

In addition to enterprise-grade call quality, reliability, and features, Nextiva also appeals to small business owners through solutions intentionally designed for that segment. These include budget-friendly pricing plans, streamlined feature sets, and self-service management portals.

Some key things you’ll like about Nextiva:

• Dedicated account management and 24/7 exceptional customer support. Nextiva’s technical and customer service teams truly understand the needs of growing businesses.
• Tighter integration options with popular CRM, helpdesk, collaboration, and productivity tools. Nextiva plays well with solutions you may already use like Salesforce, Zendesk, and Microsoft Office 365.
• Easy number porting. Nextiva also makes it easy to port your existing phone number and get set up on its VoIP platform. The intuitive interface means less training time to get users up to speed.