Running a small business means juggling countless tasks. Managing phone calls can often feel like a losing battle. Missed calls, frustrating wait times, and repetitive inquiries can eat into your precious time and leave customers feeling neglected.

But there’s a solution that’s affordable, efficient, and surprisingly delightful: auto attendants. And one of the key components to successfully deploying an auto attendant is an auto attendant script that acts as your virtual receptionist, guiding callers to their desired destination.

This guide will walk you through everything you need to know about auto attendant scripts with examples to craft the perfect script that elevates your technical support, improves your business phone system with efficient call routing and call-back options, and enhances your customer service.

What Is an Auto Attendant Script?

An auto attendant is an automated phone answering system that routes incoming calls and provides prerecorded menus and options to callers. Auto attendant scripts control the logic and flow of an auto attendant system.

These scripts dictate what greetings and menu options callers will hear, and where different menu selections will route the calls.

Well-designed auto attendant scripts provide a smooth customer experience and reduce the workload for your call center and customer support team.

An auto attendant can be as simple as a voicemail recording that directs customers with specific prompts.

So when we refer to an auto attendant script, we mean the prompts and information your virtual receptionist will say to anyone who calls in to access your company directory or reach the next available agent.

What To Include in an Auto Attendant Script

A good auto attendant script can drive a great first impression home.

Here’s what you should include:

🤝 Greeting and introduction

Start with a friendly greeting and clearly state your company name.

Example: “Thank you for calling [Company Name].”

⌛️ Business hours and holiday closures

Let callers know your regular business hours, including any upcoming changes or holiday closures.

Example: “Our office hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.”

If it’s outside business hours, offer alternative options like leaving a message, visiting the website, or calling back the next business day.

🔢 Menu options

Keep the main menu concise and limit options to 4-5 essential categories.

Clearly state each option and the corresponding key to press and prioritize options based on frequency of use and urgency.

Example: “For sales inquiries, press 1. For customer support, press 2. To reach a specific department, please say its name or extension number or press 0 to speak with the next available support agent.”

✅ Instructions

Explain how to interact with the menu, whether it’s pressing keys or speaking commands.

Example: “Please enter the corresponding number or say the name to be directed to the right department.”

✳️ Overflow option

Provide a fallback option for callers who don’t choose a menu option or encounter trouble. Offer to connect them to a live representative, leave a message in the general voicemail mailbox, or visit the website for FAQs.

Example: “If you haven’t found the answer you’re looking for, please press 0 to speak to a representative or say ‘operator’.”

Related: What Is a Call Flow? Simple Strategies for Managing Inbound Calls

Auto Attendant Script Examples

If you’re having trouble writing your auto attendant script, these examples should give you plenty of inspiration to get started:

1. Basic auto attendant greeting

Thank you for calling [Company Name]. Our hours of operation are [state office hours].

To reach a specific department, please press one of the following options:

• For the sales department, press 1.
• For the billing department, press 2.
• For customer support, press 3.
• For all other inquiries, please press 4.
• To leave a message, press 5.
• To repeat this message, press *.”

2. After-hours auto attendant message

“Hi there! You’ve reached [Company Name] outside of our normal business hours.

We’re open [state hours]. Please leave a voicemail with your name, phone number, and a brief message after the tone and we’ll return your call the next business day.

To leave a voicemail, press 0 or stay on the line.”

3. Holiday and special promotion messages

Consider adding holiday greetings or special promotion messages to highlight new products, pricing updates, or limited-time offers.

For example: “Happy Holidays from [Company Name]! Our offices are closed on [date] in observance of [holiday]. Please press 1 to leave a voicemail message or call back after the holiday closure for the next available agent.”

Or highlight a special promotion: “Welcome to [Company Name]! We’re excited to offer 20% off all subscriptions for new customers this month only. To speak with a sales representative about this limited-time offer, please press 0 or say ‘representative’.”

4. Multilingual greeting

Hola! Gracias por llamar a [Company Name]. For English, press 1. Para Español, oprima el 2.

5. Department-specific greeting

“Hello and welcome to [Company Name]’s [Department Name] department.

• For [service provided by department], please press 1.
• If you’re an existing customer, press 2
• To speak with a [department] representative, please 3.

If you’re calling about [specific issue], please visit our website at [website address] for immediate assistance.

Thank you for your call. Have a great day”

Example: “Welcome to Nextiva’s sales department. For information about our products, please press 1. If you’re an existing customer, press 2. To speak with a sales representative, please press 3. For other queries, please visit our website at nextiva.com for immediate assistance.”

6. Templates for custom voicemail greetings

Consider using the following templates to craft custom voicemail greetings:

Standard voicemail greeting: “You have reached the voicemail box of [name]. Please leave your name, number, and a brief message after the tone and I will return your call as soon as possible. To leave a voicemail, press 0 or simply wait for the tone. Thank you.”

Out-of-office greeting: “You have reached [name]. I will be out of the office from [start date] to [end date] without access to voicemail. For urgent requests, please contact [alternative contact].”

Call center greeting: “Thank you for calling [company]’s customer support center. Due to high call volume, please leave a voicemail message with your name, account details, and issue and a representative will return your call within one business day. To leave a message, press 0 now.”

Related: 17 Best Business Voicemail Greeting Examples with Templates and Tips

Tips for a Polished Auto Attendant Script

Auto attendant scripts streamline your phone system and improve customer service, but only if they’re done right.

Here are some tips and best practices for writing auto attendant scripts:

Clarity and concision

Keep it short and sweet: No one wants to listen to a long, rambling greeting. Aim for your initial greeting to be under 15 seconds, and keep each menu option short and to the point.

Use clear and concise language: Avoid jargon and technical terms that your callers might not understand. Stick to plain English and be as specific as possible in your menu options.

Organization and flow

Prioritize the most common options: Put the options that callers are most likely to use at the beginning of the menu. This will save them time and frustration.

Use a logical order: Group related options together and make sure the menu is easy to follow. For example, you might group sales, support, and billing under a “Customer Service” option.

Offer an escape route: Always give callers the option to speak to a live operator or leave a voicemail. This is important for callers who can’t find the option they need or who simply prefer to speak to a human.

Professionalism and friendliness

Use a professional tone: Your auto attendant should sound friendly and helpful, but it should also be professional. Avoid using slang or overly casual language.

Record in a high-quality voice: Make sure your recording is clear and easy to understand. No one wants to listen to a scratchy or muffled recording.

Keep it up-to-date: Make sure your auto attendant script is up-to-date with any changes in your business, such as new extensions or department names.

Technology and testing

Record like a pro: Invest in professional voice talent or practice clear diction and pace for your recordings.

Embrace technology: Use interactive voice response (IVR) features to collect caller information before routing them, saving everyone time.

Test and refine: Regularly test your script with real callers and make adjustments based on their feedback. Remember, it’s never set in stone!

Regular updates

Review the auto attendant script periodically to ensure the instructions and options are current. Outdated information sounds unprofessional.

By following these tips, you can create an effective auto attendant script that delivers callers to the right department quickly and efficiently. Taking the time to craft the script thoughtfully pays off through better customer service.

Benefits of an Automated Attendant

Implementing an automated attendant offers numerous advantages that save companies money while also improving customer experience.

With customizable voice prompts and options to directly connect callers to requested departments or services, automated attendants streamline call routing.

Companies report noticeable cost reductions after integrating an automated attendant, as fewer staff resources are needed to direct and manage incoming calls.

At the same time, customers enjoy extended availability outside normal business hours and faster self-service for common requests like checking balances or order status.

Automated attendant systems showcase how intelligent phone menu technology pays dividends for both businesses and consumers through enhanced call management and service accessibility.

In summary, an auto attendant:

• Saves money without sacrificing customer service. Auto attendants provide a professional front desk at a fraction of the cost of hiring staff.
• Conveys a polished, reputable brand image. Auto attendants make small businesses seem established with sophisticated call routing.
• Filters calls to match callers with the correct departments.
• Better prioritizes high-value inbound calls.
• Improves customer service. Auto attendants answer every call promptly and courteously route callers using interactive voice response technology. This prevents frustration from missed calls.
• Frees up staff time from manual call routing, serving customers rather than fielding repetitive calls.

How To Find an Affordable Auto Attendant

Crafting effective auto attendant scripts is imperative for directing calls and projecting a professional image. The right phone menu system seamlessly guides customers to the correct department while saving staff time fielding basic inquiries.

However, not all solutions are created equal.

To gain robust features without breaking the bank, forward-thinking businesses turn to VoIP phone services like Nextiva. Nextiva delivers sophisticated auto attendant and call routing technology through an intuitive cloud-based system designed specifically for cost-conscious growing companies.

With Nextiva, easily build customized auto attendant menus, professionally recorded voices, extensions, schedules, dial-by-name directories, and more in minutes without technical expertise.

Dynamic functionality scales to business needs, while transparent pricing scales to your budget at just $30 per month to start.

In a crowded business phone system market, Nextiva’s stress-free setup, top-tier capabilities, 24/7 customer support, and scalable service make it a premier auto attendant provider for savvy companies of all sizes.

Long gone are the days when texting at work raised eyebrows for being unprofessional. 

For teams always on the go, text messaging is the norm. From quick check-ins to launching a new marketing campaign — it’s hard to imagine life without text messages.

Not everyone wants to text from their phone. It can be a hassle to stare at a six-inch screen all day, and it’s distracting to switch between your computer and your phone constantly.

In this guide, we’ll show you several methods to send and receive text messages on your computer. Also, we’ll share some advice for adding texting capabilities to your business phone service. 

Why Send Text Messages From Your Desktop & Laptop

When texting is the most effective way to reach employees, streamlining your workflow maximizes the outcome of your messages, especially when more than a handful of employees, clients, and partners are involved.

More than 90% or more of text messages will be read within the first three minutes of sending, making it all the more important to have a proper system set up to handle the influx of responses.

Sending text messages from your desktop or laptop is a no-brainer for those who spend all day at their computers or communicate with large groups.

Whether you’re sending texts for HR purposes or just getting in touch for a coffee order, here’s how texting with a desktop messaging platform can help your organization communicate more effectively.

Benefits of Texting From Your Computer

🖥 Convenient user experience

Sending texts from your desktop is extremely convenient and integrates this form of communication seamlessly into your workflow. Adding texting to your desktop makes it easy to reply while also managing email inbox messages at your desk.

⌨️ Faster typing

Desktops and laptops equipped with full-sized keyboards make writing text messages faster and more convenient compared to smaller smartphone keyboards.

📱Fewer distractions

Centralize all of your communication and put notifications from social media and other open apps on hold. This leaves more room for deep work and flow in your workday.

✏️ More personalized

Customize your messages with richer content. Think high-quality images, detailed messaging, links, and documents, making each message far more valuable and personal than your standard cell phone texting app.

By texting from your computer, you’ll respond to new messages more quickly, tame your app notifications, and improve your productivity. Let’s go over how to send texts from your computer for free. 

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7 Free Methods To Send & Receive Text Messages

1) Google Voice

Google Voice allows you to make phone calls, send texts, and leave voicemails from your web browser or mobile phone. Use that number to make domestic and international phone calls. Google Voice is free in the U.S.

Pros of Google Voice

• Free number: Phone numbers are free with a personal-use plan.
• Auto attendant: Standard plans offer auto-attendant features. Callers can access a voice menu upon connection.
• Port-in existing number: Port over your existing numbers to the platform.
• Voicemail transcription: Google Voice transcribes your voicemails and texts/emails them to you.

Cons of Google Voice

• No toll-free numbers: You can’t call toll-free numbers, making it hard to contact long-distance clients.
• Privacy concerns: Google’s data collection policies may be a concern depending on your business.
• Not available worldwide: Google Voice is only available to U.S. users and only for U.S. phone numbers.
• No customer support: Support is unavailable in case of technical issues.
• Limited free version: Many advanced features are only available on paid plans.

2) TextNow

The TextNow app offers users free text messaging and calling via a real, dedicated phone number. It’s a great option for users who want low-cost, basic text and call functionality.

Pros of TextNow

• Free number: TextNow assigns you a free virtual number, which can be reassigned.
• Unlimited texts and calls: There are no limits on texts and calls in the U.S. and Canada.
• Voicemail-to-text: A convenient transcription feature is available.

Cons of TextNow

• Ads: TextNow’s free version includes ads.
• Number reassignments: Your phone number can be reassigned unexpectedly.
• Basic functionality: TextNow lacks intermediate or advanced features.

3) WhatsApp

WhatsApp is a widely used messaging app that leverages your Internet/Wi-Fi connection and your mobile number for calls and messaging. It’s easy to use, offers a robust set of features, and is widely adopted by large organizations.

WhatsApp is operated by Meta and requires a real SMS phone number for verification. Free SMS websites are commonly blocked by Meta and other companies for security purposes.

Pros of WhatsApp

• Global popularity: A large user base makes connecting with others easy.
• Strong security: End-to-end encryption provides secure messaging.
• Video calls and group chat: Including phone calls, video calls, group chat, and more, WhatsApp supports various media types and group conversations.

Cons of WhatsApp

• Phone number required: You must have a mobile phone number to use WhatsApp.
• High data usage: WhatsApp can consume significant data due to multimedia capabilities.
• Facebook-owned: Links with Facebook raise potential privacy concerns.

4) Microsoft Phone Link (Windows)

Link an Android phone with a Windows PC for texting and notification management from the convenience of your computer.

You’ll need a Microsoft companion app installed on your smartphone to use this texting method. After scanning a QR code and confirming on your mobile device, you can send and receive texts from your computer.

Pros of Microsoft Phone Link

• Windows-based: It’s ideal for Windows users, making integration easy.
• Notification syncing: Manage your notifications from your PC.
• Easy file sharing: Microsoft Phone Link makes transferring files from your phone to your PC a breeze.

Cons of Microsoft Phone Link

• Android messages: Microsoft Phone Link caters to Android users over iPhone users.
• Windows 10/11 required: You must have the latest version of Windows 10 or 11 to use it.
• Complex setup: Users report difficulties with the initial setup of the app.

5) Google Messages (Android)

Google Messages is the default SMS app for Android. It provides a modern text experience and is ideal for Android users seeking an enhanced, feature-rich messaging service.

Pros of Google Messages

• Rich communication services (RCS): Google Messages provides upgraded rich messaging features such as read receipts, better security, higher text limits, group chats, and cross-app connectivity.
• Google ecosystem: It offers smooth integration with Google’s platform, including Chrome.
• Accessible: Send and receive text messages from any web browser.
• Security: Texts to Android phones are (end-to-end) encrypted if the recipient has RCS chats turned on.

Cons of Google Messages

• Primarily Android: Google Messages has limited functionality for non-Android users.
• Depends on carrier support: RCS features vary by carrier. Please check your wireless carrier’s website for more details.
• Not iPhone Friendly: RCS is the Android answer to Apple’s iMessage, so not all text messaging features work for iPhone users. 

6) iMessage (Apple iOS)

Apple’s flagship messaging app, iMessage, provides users with both basic and advanced features, along with robust data security.

Pros of iMessage

• Secure messaging: iMessage has end-to-end encryption if you’re using it with iCloud. (More info)
• Enhanced features: It supports MMS and SMS features that add personality to each text.
• Syncing: Users can sync their iMessages across different iOS devices. Device pairing is not available for non-iOS devices.

Cons of iMessage

• iOS compatibility only: iMessage is inaccessible on non-Apple devices.
• Requires number: Users must have their own mobile phone number.
• SMS limitation: Sending SMS text from a Mac computer requires an iPhone and Apple ID.

7) Email (last resort)

Mobile phone networks have an email-based backup method for text messaging. It’s reliable, although rarely used, and can be a good way to reach a recipient’s phone number if other methods don’t work. 

The catch? You need to know which cellular carrier they’re using. 

Many mobile phone providers provide an email-to-SMS feature. This gives you the option to send an email that will be received as a text message.

Email-to-text examples: 

• Verizon users: [email protected]
• T-Mobile users: [email protected]
• AT&T users: [email protected]
• Sprint users: [email protected]

Pros of Email to SMS

• Email integration: Integrate SMS communication into your existing or new email account workflow. No need for additional software.
• Mass messaging: Send a single message to many recipients, making it a useful feature for alerts and announcements.

Cons of Email to SMS

• Limitations: SMS messages are limited to 160 characters and do not support rich media such as images, videos, and GIFs.
• Potential additional costs: Some carriers may charge the recipient to receive email-to-SMS messages.
• Spam filter: Select messages may be flagged as spam by certain carriers.
• Not ideal for two-way communication: It isn’t an efficient way to receive messages or maintain a two-way conversation.

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Business Text Messaging Platforms

1) Business VoIP service provider (Nextiva)

Nextiva is an award-winning business VoIP provider that consolidates advanced communication channels and features into a single, comprehensive platform. It includes customizable VoIP text messaging features geared to improve customer and team communication.

Designed for small businesses and large corporations, it makes communicating through various business channels such as phone, video, text, team messaging, and social media a seamless process.

Key features: Nextiva offers users unified communications, advanced call management, call center functionality, unlimited calling (U.S. & Canada), CRM integration, reputation management, social media management, and more in an all-in-one platform.

Pricing: Nextiva’s Professional plan starts at $30.95 per user, per month, with up to 1,000 messages sent and received per user. 

Alternatives: Dialpad, Vonage, 8×8.

2) Bulk texting apps (Textedly)

Businesses needing an efficient bulk messaging tool should look no further than Textedly. Textedly enhances communication strategies for businesses that utilize bulk text message marketing.

The user-friendly platform makes it easy to communicate with large audiences via text messages, making it the perfect tool to execute marketing campaigns, event alerts, and customer engagement.

Key features: In addition to mass messaging, Textedly offers auto-reply functionality, message scheduling, and detailed analytics and supports an unlimited number of subscribers.

Pricing: Textedly starts as low as $26/month, allowing you to send 600 text messages/month. All plans feature free incoming messages.

Alternatives: Mightytext and Slicktext are comparable business texting apps with a similar range of features.

3) Marketing automation software (Brevo)

Brevo is a marketing automation platform that streamlines marketing campaigns across various channels, including SMS and MMS messages, email, live chat, and phone. Brevo also serves as an all-in-one sales and payment platform.

Key features: Automated text campaigns, segmentation tools, personalization, cross-channel integration, and an easy-to-use editor are just some of Brevo’s most attractive features.

Pricing: Brevo offers a free plan for small businesses sending fewer than 300 emails per month. WhatsApp and SMS credits can be prepaid or bought on a monthly subscription according to their destination, with 1,000 messages to the U.S./Canada starting at $9.

Alternatives: Omnisend, Drip, and Keap.

Case Study: Labrada Distributors Improved Customer Communications with Nextiva

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

The Ultimate Business Messaging Solution for Your Team

Texting is a key channel for communicating with team members, strengthening partnerships, and building relationships with customers. That makes choosing the best cloud communications platform all the more important.

The right solution can help you build trust with your recipients and enhance your interactions. Still, texting can easily overwhelm your team, and adopting a new messaging system can be intimidating.

Nextiva stands out as a proven, user-friendly, and comprehensive all-in-one solution that caters to a rigorous set of business requirements. By integrating top business channels such as phone, email, video conferencing, team messaging, and SMS/MMS, your team can easily start using texts to respond faster to market demands.

Discover how Nextiva’s cloud VoIP platform can be the text messaging solution your team has been looking for.

Related: What Is A2P 10DLC? The Complete Guide for Small Businesses

FAQs

Getting your business reliable phone service starts with the right phone system. Voice over Internet Protocol (VoIP) offers an easy way to make and receive phone calls at a low cost.

But one key decision remains: should you use a fixed or non-fixed VoIP phone system?

There are a few noteworthy differences between non-fixed and fixed VoIP service regarding your business phone lines.

In short, it can affect the response times of emergency services, but there’s an easy solution to ensure your virtual number is protected.

This guide details key distinctions between fixed and non-fixed VoIP phone numbers.

VoIP Phone Service Basics

Voice over Internet Protocol, or VoIP, works by placing calls through your internet connection. In fact, VoIP calls work on any internet connection, unlike traditional phone lines.

VoIP calls turn voice phone calls into data packets and are sent through a VoIP phone service provider. From here, your hosted VoIP service provider relays calls between your device and the public telephone network.

Phone numbers are either tied to a physical location, like traditional landlines, or they are virtual phone numbers that exist on the Internet.

Since the widespread adoption of broadband, reliance on a physical landline isn’t needed. As a result, many businesses now use a non-fixed VoIP phone number.

A few areas in which non-fixed and fixed VoIP differ include:

• Outgoing Caller ID
• IP address accessibility
• Unified communications
• Emergency call routing

You don’t want your potential and existing customers to avoid answering their phones when you’re calling. This is where choosing the right VoIP number option helps.

Let’s dive deeper into this VoIP technology and how it could affect your business.

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What Is a Non-Fixed VoIP Phone Number?

A non-fixed VoIP phone number isn’t attached to a physical address. It’s also known as a virtual phone number. Just like fixed VoIP numbers, it can be used as a residential or business phone line as part of a company’s phone system.

Since they don’t require a fixed address, non-fixed VoIP numbers can be associated with one or more geographical locations. It means they’re a great solution for serving customers in areas where you don’t have a physical location.

With non-fixed VoIP, you don’t need to have a physical address to have a number that matches it. It’s excellent for people who work remotely or businesses with a virtual workforce. For instance, if you have a virtual call center.

Non-fixed VoIP numbers are easy to get, and they’re often issued by free and low-cost services like Google Voice. Unfortunately, this means they also attract fraudulent activity and scams.

One criticism of a non-fixed VoIP phone number is that phone calls to 911 from a non-fixed number aren’t easily traceable. If you choose this option, make this limitation clear.

🚨 There’s an easy solution to ensure emergency services respond quickly when dialing 9-1-1. Setting up Enhanced 911 (E911) allows you to transmit your physical address regardless of which VoIP system or VoIP phone you use.

Related: What Is STIR/SHAKEN & How Does It Help Businesses?

What Is a Fixed VoIP Phone Number?

A fixed VoIP phone number is bound to a physical address. Make no mistake, it’s still an internet-based phone line. It has an account owner and a real address assigned to it. Such fixed VoIP numbers are assigned to one subscriber at a time, typically found by directory assistance.

This address can be a residential one or a company’s office. VoIP numbers can easily be reassigned to different phone services through a process known as porting, in case you relocate or change VoIP providers.

The advantages of a fixed VoIP number include:

• Simplicity: Each phone line is installed by the telephone company and generally doesn’t change after it’s set up.
• Emergency services: Without a doubt, an emergency call can only come from the actual address of the telephone company, so dispatchers know exactly where to send public safety personnel.
• Independence: Fixed VoIP numbers give the owner flexibility in updating their caller ID and republishing to a CNAM database.

Since these types of phone numbers relate to a single user or operator, it’s unlikely a VoIP call will be deemed suspicious. A large volume of outbound calls can get flagged by telephone companies, but it’s not an issue here. 

In general, fixed VoIP numbers are more trustworthy than non-fixed VoIP ones. It means they’re less likely to be used by fraudsters and scammers because it’s harder to mask their identity.

Fixed VoIP numbers make the subscriber location match the user of the phone. Want to see how others see your telephone number? You can check it out here.

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Comparison of Fixed VoIP & Non-Fixed VoIP

First, let’s have a look at what fixed and non-fixed VoIP numbers have in common:

• Relying on an internet connection
• Same types of VoIP phones and devices
• Identical VoIP benefits, like lower cost and ease of use
• Can be used to send and receive text messages

Fixed VoIP vs. Non-fixed VoIP at a glance

Fixed VoIP specifics

With a fixed VoIP system, a physical address is necessary. If your company is well established in your location(s) and serves local customers, that’s no issue. In fact, it’s an advantage. It makes your presence there authentic.

However, if you have customers globally, fixed VoIP numbers make it hard to build a presence where your customers are if you don’t have an address near them.

There’s no way around this if you choose the fixed route. This is why VoIP phone services are rarely entirely fixed unless the service is provided by a local phone company known as a Local Exchange Carrier (LEC).

Another downside is the cost you’ll incur for long-distance and international calls.

Non-fixed VoIP specifics

A non-fixed VoIP system is an ideal solution when you need a local number but don’t have a local presence. For example, you’re in the U.S. but also have Canadian customers or customers elsewhere.

If you have a distributed workforce, you can make sure each person’s individual phone number, known in the industry as a Direct Inward Dialing (DID) number, matches your company’s format. This ensures everyone has a direct number relevant to the location they serve without needing multiple physical phone lines.

Depending on the VoIP service provider you choose, you can also get unlimited calling and features like recording business calls, voicemail transcription, call queuing, and conference calls.

Although non-fixed VoIP numbers are often the solution of choice for fraud, there’s been consistent progress in systems that counteract it. This gives non-fixed VoIP a better reputation and opens its doors for businesses even more.

Even if you have a non-fixed VoIP number, register your business listing on places like Yelp, Google Business Profile, and Bing. At a minimum, this will at least display your company information when people search for your phone number.

Some softphone apps match your phone number to your business information found online, which improves the rate at which people answer the phone.

Types of VoIP Services

Wondering how to get your hands on a VoIP solution? Here are three standard options:

☎️ Business phone service: This is an end-to-end solution that gives you high-quality phone calls at a lower cost. It’s completely portable, scalable, and offers international calling. It hosts all of your communications, from audio and video calls to live chat and even a CRM.

🏢 SIP trunking: You can take your PBX equipment into a cloud system without new equipment or service disruptions. Your calls no longer use traditional phone lines but rely on your internet connection. It gives you advanced multi-line phone system features and centralizes your voice and data in one place.

🤝 Contact centers: Running a call center in the cloud means you can make it more productive. Cloud-based call centers let you handle massive inbound call volumes and automate multichannel customer support, as well as offer self-service options. The best part is that these contact center solutions are hosted entirely in the cloud without any difficult setup. You don’t even need desk phones — calls can be made entirely from your computer.

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Takeaway: Non-Fixed VoIP is Better

In 2024, non-fixed VoIP is the better option for businesses so they can provide remote work capabilities for their team, easily add more locations, and eventually add a call center if they need to.

Despite the nuances of non-fixed virtual phone numbers, most of their limitations have been addressed. Your needs as a VoIP user will help you determine your best choice based on what we’ve outlined in this guide.

Thanks to secure internet services, data warehouses, and frequent updates of the CNAM, concerns about a non-fixed VoIP number are put to rest.

However, VoIP phone numbers certainly affect your ability to reach public safety services in a timely manner; make sure to train your staff to use their cell phones instead and be sure to update your E911 records on file.

It all comes down to choosing the best VoIP provider. Select the one with great customer service and an excellent track record. Ask questions about everything you need so you can set up your phone system with ease!

FAQs

Every sales call is an opportunity — a chance to learn or grow revenue.

Sales calls are full of feedback, key moments of excitement, and insights for your sales team. These insights enter a salesperson’s mind and are quickly forgotten or disappear on sticky notes.

If your sales tools don’t also help you record sales calls, you risk losing these actionable insights and missing this quarter’s quota.

As a sales leader, you need to save call recordings to update and enhance your go-to-market motions.

Read on to discover easy methods to record sales interactions, best practices, and helpful call center features to grow revenue.

5 Ways To Record Sales Calls

Cloud phone systems offer call-recording features that let you choose suitable ways for different use cases. Take a deep dive to understand more about when to use them. 

1. Automatic call recording

The automatic call recording feature lets sales team members record all calls without manual intervention. These can be cold calls, follow-ups, demos, or critical business conversations. 

When you record every call automatically, sales reps can:

• Replay and hear important details shared on the call.
• Capture context from conversations where the prospect’s accent is unclear. 
• Avoid asking prospects to repeat the same information in subsequent calls.

These recordings later become helpful for training, onboarding new account executives, and quality assurance. They assist in legal compliance for financial services, healthcare, and telecommunication businesses. 

What makes these recordings automatic? You can toggle on the option within your cloud phone system. No beeps, wires, or cassette tapes. Simply log in, and you can listen to calls anytime.

2. On-demand call recording

Salespeople can start and stop recording specific parts of the conversation. 

You can respect your customers’ privacy and comply with legal requirements tied to key discussions. When it’s switched on, both parties will hear a message such as “Recording in progress.”

Phone systems allow you to customize these messages as per your choice. An easy option is to mention in your call flows that calls may be recorded for quality and training purposes.

Salespeople are better equipped to record conversations of value rather than everything. When you come back for replays, it’s less clutter. You can jump into the core right away rather than sliding through conversations to find what you need. 

3. Supervisor-initiated recording

Sales leaders use supervisor-initiated recording to monitor sales calls remotely and provide feedback. 

Often, these recordings don’t announce whether a call is being recorded, avoiding any customer speculation. For this reason, professionals sometimes call it selective silent recording. 

Here are some situations where supervisor-initiated recordings help:

• Monitoring a team’s performance and helping them improve.
• Recognizing and appreciating salespeople who follow best practices on calls.
• Revisiting tricky discussions to address them through cross-functional support.

4. Conference call recording

Records multiple people’s voices on a conference call. 

Large organizations use conference call recording to maintain records of different verticals’ priorities and updates. It’s like a standup meeting on a large scale, where department heads report. 

Companies use it for various other reasons, including the following:

• Capturing details over group discussions or brainstorming sessions.
• Keeping a record of cross-departmental meetings.
• Providing access to the recording to all participants after the call so they’re on the same page.

5. Video meeting recording

Salespeople use video meeting recording in industries where visual presentations or demos are key to successful sales. Software as a Service businesses rely on it to review potential customers’ sentiments after the call. 

Businesses see its benefits in several areas: 

• Optimizing their sales motion for particular use cases.
• Reviewing actual pains of their potential customers and engaging them with relevant marketing collaterals.
• Collecting prospects’ feedback on what they expect from your product or service.

Related: How to Record Customer Service Calls & Why You Should

Best Practices To Record Sales Calls

Now that you know how to choose a call recording method, you need a few best practices to set it up for success. Below are a few practices you can follow while recording sales calls. 

✅ Stay in compliance

Go through local, state, and federal laws related to recorded conversations. Many laws mandate that you get consent from both parties before recording begins. 

These laws vary from state to state. Some require the consent of one party, while others need it from all parties. Check what applies to your business.

♻️ Automate recording notifications

Your salespeople can verbally ask prospects and customers if they can record the call. However, it isn’t a part of the core conversation. Potential buyers trust you with their time. And you should quickly be able to share how you can help without going sideways. 

VoIP systems can automatically notify customers at the beginning of the call so you can drive them into the core discussion right away. 

ℹ️ State the purpose 

It’s important to state and honor the purpose of recording. Tell the parties why you’re recording the conversation, and adhere to the promise. 

Whether it’s for training, legal documentation, or quality assurance, add it to your recording notification, or state it verbally if you can’t append it. 

🔒Keep recordings safe

Protect customer data as your own. Safeguard call recording and transcriptions against security threats that affect confidentiality. You can adopt role-based access controls to make sure only authorized people or systems can access sales conversations. 

Identity and access management software will let you configure these security measures, keeping recordings safe from internal or external threats. 

🖊 Review recorded calls

Call recordings give conversation intelligence to your team that can push their sales performance metrics to the next level. You can see why a particular account turned into a deal or dropped off. This feedback lets you coach people and offer sales tips so they improve.

Regularly reviewing these recordings maintains a consistent flow of opportunities for your sales, marketing, and product teams and other business functions. Marketing gets a hint of what assets they can create, and product teams get actual customer feedback to ideate their future sprints. 

👍 Respect customers’ preferences

If a customer doesn’t want to be recorded, don’t record. But have a process to handle objections, so your normal workflows don’t create a hurdle that prevents customers from having the best possible experience. 

Sales coaching helps your team navigate these situations, amplifying their overall performance.

Related: How To Record Business Calls and Why It Matters

Alternatives To Call Recording

There are several alternatives to phone call recording. Based on your use case, you can decide what would fit the given situation. 

1) Live call monitoring

Supervisors can listen to inbound or outbound calls with call monitoring. Salespeople and customers may or may not be aware of it. Sales leaders use this feature for real-time quality assurance. It motivates sales reps to follow best sales practices. 

If calls go sideways, you can provide real-time guidance to maintain call quality per the company’s standards. 

Here are some notable benefits of live call monitoring:

• Improves customer communications: Managers listen to calls and provide immediate feedback, encouraging their teams to match set quality standards and motivating agents to perform at their best.
• Reduces periodic training costs: As employees learn on the job, training costs are reduced. 
• Reveals issues in real time: Call monitoring uncovers issues preventing salespeople from effectively engaging their prospects. A sales manager can provide timely guidance or interventions if necessary using Barge-in. 

2) Barge-in

Barge-in functionality allows sales managers to join a call. They can speak to all parties involved in the discussion to assist in a complicated sale. When a call isn’t going as planned, you can correct it with an intervention. 

Below are some of its notable benefits: 

• Provides direct feedback: Get feedback on the quality of service and overall satisfaction with the salesperson’s assistance. 
• Increases confidence with collaboration: Salespeople are reassured they’ll have help when they’re in need. Barge-in lets you collaborate with them as a leader, showing you care about the numbers but are willing to pitch in and navigate tricky situations with them. 
• Speeds up the sales process: If salespeople need support from engineers about a particular customization, they can add them to the same call to offer suggestions. This reduces back and forth and speeds up the process. 

3) Post-call surveys

In a post-call survey, customers receive a call from a company right after talking to their sales rep.

They pick up and hear, “Thanks for speaking with XYZ. How satisfied are you with the call on a scale of one to five? Five being highly satisfied.” They press a number on their phone and give feedback. 

Some companies do these surveys on call, while others send a text message with a link to submit feedback. 

A post-call survey offers many benefits for companies that implement it, including:

• Increases customers’ trust: It shows customers that their opinions are valued and considered.
• Aids in employee training: Feedback helps in improving training programs.
• Sets up quickly and easily: A post-call survey is typically easy to implement and execute.

4) Sales manager callbacks

These are follow-ups made by a sales manager to the customer after a sales interaction. You can perform them to understand the customer’s experience and resolve unaddressed issues or concerns. 

Several benefits come with sales manager callbacks, including: 

• Increases customer satisfaction: Buyers see you value their pain points and feedback when you set an extra layer of quality assurance and oversight. 
• Demonstrates accountability: You show that your company takes responsibility for resolving issues if a salesperson can’t handle them effectively. 
• Increases sales opportunities: Managers can identify and act on additional sales opportunities during these calls.

Contact Centers Simplify Call Recording for Sales Teams

Cloud-based contact centers bring the scalability and flexibility of the cloud to sales organizations, allowing you to make, record, log, and analyze phone calls at scale. Here’s a quick overview to get you up to speed on cloud contact centers. 

🧭 Increases efficiency

VoIP phone systems let you record calls and save them for easy access when needed. You can avoid the hassle of running after notes or finding the conversation snippets you sent out to your manager. 

It gives you the context you want at the time you choose. But, of course, only if you have permission to access the recordings. 

Here’s how it increases efficiency: 

• Adapts quickly: Expanding teams deal with fluctuating call volumes. VoIP systems can easily scale up and down based on their needs without any heavy lifting to build physical infrastructure. 
• Improves training: It helps you train sales reps with real examples, letting them ramp up quickly and get up to speed in their roles. 
• Makes decision-making data-driven: There is less chance of reiterations on your sales process when you set it up with what best works for customers.
• Connects easily with existing business systems: VoIP phone systems such as Nextiva offer integrations to connect with your existing CRMs and other systems. 

🤙 Delivers better customer experiences

VoIP systems let you pair call recording with other alternatives and complements such as live call monitoring or post-call surveys. This improves customers’ experience as you can provide real-time assistance and implement customer feedback as it comes in. 

These factors play a pivotal role in enhancing customer experience: 

• Optimize sales tactics: You can tailor sales strategies based on customer feedback to better address their needs. 
• Resolve issues faster: VoIP call recording gives you context around the issue, allowing support teams to pitch in and resolve it.
• Keep communication quality consistent: Call recordings help managers coach their entire team. It allows everyone to handle situations in the same way.

🔏 Reduces expenses and increases security

With a VoIP phone system recording calls, you don’t invest significantly to set up a physical infrastructure. It reduces your upfront expense of adopting traditional systems. 

Moreover, VoIP security strictly enforces call encryption and other measures to ensure business communications are safe and secure against threats.

Here are a few other benefits that make a strong case for VoIP phone systems:

• Updates automatically: VoIP solution providers take care of updates and patch the system to protect against vulnerabilities. 
• Reduces maintenance expenditure: The maintenance costs decrease since you don’t add new lines as you scale. 
• Maintains reliability and data security: VoIP phone systems such as Nextiva offer a 99.999% uptime, keeping your phones operational 24/7/365. These solution providers perform rigorous penetration testing to locate vulnerabilities and adopt fraud mitigation strategies. 

🌐 Offers global reach

Cloud-based VoIP services give companies a global reach. You can make calls over the internet to anyone, anywhere, without high costs. Likewise, customers abroad can call you at their local rates, making your business more accessible on a global level. 

Here are a few reasons to consider VoIP if you operate internationally:

• Reduces calling expenses: With VoIP, international calls happen over the internet, and you can save the recordings easily. It doesn’t require you to pay international dialing charges.
• Opens up a global market: Calling or recording shouldn’t restrict you to the local market. Leverage VoIP features to make international calls and attract customers globally. 

Recording Made Simple With Nextiva

Sales call recording tools deliver the knowledge nuggets you need to close more deals. While dialing prospects on your phone or hosting a video demo, use call recordings to refine the sales workflows with valuable insights.

Nextiva’s cloud call center records such sales calls. It makes analysis a breeze and streamlines sales performance management. Taking a route through the cloud is cheaper, more secure, and, most importantly, more adaptable to your team’s needs. 

It comes with enterprise-grade reliability and security paired with ample flexibility to handle calls from NextivaONE. 

Related: How Call Center Recording Software Is Changing

VoIP phones are great alternatives to landline systems. They offer better call quality and reliability at a fraction of the cost of traditional phone lines or PBX.

But even the best technology can encounter hiccups. If you’ve ever been on a VoIP call plagued by choppy audio, dropped connections, or robotic voices, you know the frustration.

83% of companies lost a customer, missed a major deadline, or terminated an employee due to a communication issue. You don’t want that happening to you due to a VoIP problem that’s easily resolved with the right knowledge and technology.

In this article, we’ll walk you through the most common VoIP problems and offer troubleshooting tips to fix recurring issues. You’ll save your IT staff time and get your business phone system in top shape in no time.

Common VoIP Problems

Voice over Internet Protocol (VoIP) systems send calls over the internet and rely on your local network and bandwidth capacity. A weak link in the chain can negatively impact voice quality.

Here are the most common VoIP issues to be aware of and fix:

1) Poor call quality or choppy audio

Since VoIP calls are transmitted in real time as data packets, any disruptions to voice packets reaching a destined IP address will get heard as choppy, distorted, or delayed audio on calls.

If you’re experiencing call quality issues, look out for these common culprits:

• Insufficient Bandwidth: VoIP requires adequate upstream and downstream internet speeds for high-quality calls. When your network’s bandwidth is full, or you have network instability, audio quality falls back to the most reliable, lower-bandwidth audio formats so as not to drop the call.
• Network Jitter: If packets are delayed or arrive out of sequence due to network congestion, calls will be choppy. Network jitter is the primary cause of most call quality issues.
• Packet Loss: Network issues may cause data packets to get dropped completely. This significantly impacts call quality.
• Improper QoS Settings: Failing to prioritize VoIP traffic can lead to choppy call quality due to packet loss and jitter as other network tasks compete for bandwidth.

How to fix choppy voice

Start by checking your internet bandwidth. Insufficient upload/download speeds are the most common cause of choppy VoIP calls.

Run speed tests and make sure you meet the bandwidth recommendations from your VoIP provider. Nextiva offers a handy VoIP speed test, enabling you to see how your network performs.

Next, test your network for issues like high latency/jitter or packet loss during calls and troubleshoot accordingly. This may involve router firmware upgrades or contacting your Internet Service Provider (ISP).

A few more tips to fix choppy audio:

• Enable Quality of Service (QoS) on your router so VoIP traffic gets priority. This prevents VoIP packets from being delayed and helps calls sound smoother. Most modern routers, modems, and switches allow administrators to implement Quality of Service protocols that prioritize voice traffic.
• Use a wired ethernet connection rather than WiFi whenever possible. Wireless is more prone to interference, which introduces latency and jitter. Wired connections are more reliable for crystal-clear calls.
• Disable unused network hardware like VPNs, guest networks, and high-capacity applications like YouTube, Netflix, and other streaming services, or double NAT configurations that could be impacting call quality over the network. Reduce internal network congestion from making calls within your office space.
• Place your phones on a Virtual Local Area Network (VLAN) to segment them from other network traffic.

If the problem persists, check your VoIP network or VoIP device. Reach out to your telephony provider because a problem could be at their end.

2) Dropped calls

A VoIP call disconnecting abruptly is incredibly annoying. This usually happens on outbound calls on high-volume networks.

The first culprit is not having the most up-to-date firmware on your device. A quick call to your phone provider should confirm this.

The second issue might be a UDP Timeout, which is the amount of time a UDP route stays open on a firewall or router.

UDP network traffic is faster because it lacks the error-checking capabilities TCP offers. As a result, it’s susceptible to firewalls closing the connection and terminating the call unexpectedly.

How to fix dropped calls

Start by troubleshooting internet connectivity problems. If temporary ISP disruptions or using WiFi in dead zones causes dropped calls, use wired connections or mesh WiFi to strengthen signals.

• Reset VoIP phones to re-register them with the VoIP server fresh. Power cycling fixes registration timeouts causing dropped calls.
• Check that firewalls, VPNs, or routers are not blocking access to critical VoIP ports and protocols. SIP ALG settings may need to be toggled.
• Adjust router settings to allow for longer UDP timeouts or switch devices to use TCP.
• Monitor your network quality during calls using built-in phone graphs and logs. Packet loss is a major culprit for call failures.
• Use Power over Ethernet (PoE) switches to hardwire IP phones. This provides consistent connectivity and power in case of WiFi drops or electrical outages.

3) Echo/feedback

Hearing your own voice reverberating back through the phone makes conversations very difficult.

Three potential problems cause echo/feedback on voice calls: audio configuration issues, headset lag, or network latency.

How to fix echo/feedback

Observe if the echo only occurs under certain conditions or directions to narrow down the root cause before troubleshooting.

• Use Proper VoIP Headset/Mic Setups — Use equipment designed for VoIP systems and position microphones away from speakers. Enable echo cancellation features if available.
• Fix Audio Configuration Issues — Misconfigurations commonly cause echo. Correctly calibrate volume levels, gain settings, and other parameters. An experienced VoIP technician can troubleshoot misconfiguration. Configure audio parameters like jitter buffers, packet sizes, and codecs used optimally for your network.
• Enable QoS Settings and VLAN assignments to prioritize voice traffic on your network so latency is minimized. Latency can exacerbate echo issues.

If you still experience echoes, you may need to improve your network stability.

Related Article

How Much Data Does VoIP Use? Tips To Save Bandwidth

4) Call connects with no sound

Hello, can you hear me? One-way audio is a common VoIP issue.

Voice reliability depends on the intermediate network, firewalls, and audio software stack working properly.

Improperly configured VoIP phones, faulty/loose wiring and connectors, incompatible codecs, heavy network congestion, and QoS misconfiguration causing excessive latency, jitter, and packet loss can stop real-time audio despite calls connecting fine at VoIP protocol layers.

Your local system security software may also be blocking the RTP media traffic even while allowing the VoIP control traffic to flow normally.

How to fix call audio issues:

Fully plug headset/handset connections into the VoIP phone ports. Also, check the volume levels on the VoIP phones are turned up and not muted.

Inspect phone configurations to select the correct audio input/output settings. Devices may use wrong inputs like Bluetooth when wired headsets are expected.

Toggle between available codecs on the VoIP phones to rule out codec incompatibility issues. Also, reboot phones to reinitialize codec handshaking after switching.

Don’t forget to update VoIP phone firmware in case existing installations have bugs related to call connectivity algorithms that get addressed in later revisions.

Related Article

Is VoIP Reliable? Key Factors To Consider Before Switching

5) Unable to make calls

If you have a giant “X” on your screen or are unable to make outbound calls, chances are you have two routers that drop certain critical packets of data.

This VoIP issue has less to do with your router configuration and more with the network layout.

Certain protocols are processed by the Application Layer Gateway (ALG) and rewritten for better flow through a firewall or NAT (Network Address Translation). However, it causes numerous problems for VoIP applications.

How to fix this VoIP issue:

To solve this VoIP problem, disable SIP ALG and avoid having double NAT or two routers inhibiting your flow of packets. Placing your VoIP phones on a VLAN can also help.

6) Calls go to voicemail unexpectedly

It’s a big VoIP call quality problem when your phone doesn’t ring. But it’s a pretty simple fix! A possible setting was likely forgotten, or your phone is no longer registered with the VoIP provider.

You’ll also want to check that your phone is not in Do Not Disturb (DND) mode. You’ll know that this is the problem if a circle has a horizontal line inside it.

Review your current configuration for call forwarding and verify that all of your phones are registered and active.

Related Article

Business Phone Line Not Working? Here’s How to Fix it

7) One VoIP phone works but another doesn’t

If you’ve tested one phone and it isn’t working, but you try another device, and it is, chances are your VoIP Phone MAC address might not be registered or the configuration itself needs updating.

We recommend testing using a known working location and network port. If one phone works in both places and the other fails, it’s a problem with the phone.

If both phones work successfully at one location, it could suggest that an Ethernet drop is not functioning.

Otherwise, you must contact your VoIP service provider support for possible firmware or configuration updates.

You may need to replace your device if no updates are available and you’re still experiencing this issue.

8) Security breaches

VoIP systems may be vulnerable to security issues. Packet sniffing like man-in-the-middle attacks allows cybercriminals to eavesdrop on unencrypted calls routed over the internet.

VoIP systems have been compromised to rack up fraudulent international charges. The reason is that many VoIP providers do not include encryption by default.

How to stay clear of security breaches

Keep phones and systems fully patched and reset default passwords. Use VPN connections to secure sections of your network carrying VoIP traffic.

Also, make sure to pick a reliable VoIP phone service like Nextiva offering enhanced privacy with TLS & SRTP encryption and meeting security standards set by the ISO/IEC 27001 certification.

VoIP Troubleshooting Tips

When things go wrong, VoIP issues often feel daunting to diagnose and resolve.

Here are some basic first steps to troubleshoot common VoIP issues:

• Check Internet Speeds/Stability — Use speed test tools and analyze connection metrics during calls. High latency, jitter, or packet loss indicate problems.
• Conduct Test Calls to remote offices or vendors regularly. Identify and resolve minor quality issues before they disrupt important client calls.
• Check VoIP Configurations:
  • Segment VoIP phones on your network into their own VLAN for higher performance.
  • Prioritize SIP traffic with QoS. Confirm that your router and switches prioritize VoIP traffic and devices.
  • Use CAT5e/CAT6 cabling with the same media type (10BASE-T vs. 1000BASE-T). Poor wiring causes excess latency.
  • Your ping should be less than 80 milliseconds and your jitter less than 30 milliseconds.
• Test QoS Settings — Toggle QoS settings to check whether they’re causing call quality issues. Resetting to default or consulting with a VoIP provider is recommended.
• Update Firmware/Software — Updating to the latest firmware versions for phones, routers, and other hardware is an easy fix for bugs.
• Use a VPN — Establishing a Virtual Private Network just for your VoIP traffic separates it from general internet congestion.
• Contact Your VoIP Provider — Most quality VoIP phone systems have 24/7 technical support teams. They can access diagnostic tools and logs unique to their platform for rapid resolutions.

Related: How Does VoIP Work? The Beginner’s Guide To VoIP Phone Systems

Best Practices To Avoid VoIP Problems

While technical problems generally require technical solutions, following best practices helps avoid issues proactively.

• Use business-class internet – Invest in dedicated business broadband at suitable bandwidth tiers for reliable connectivity.
• Limit phone calls over Wi-Fi whenever possible — Use a dedicated Ethernet line instead.
• Invest in quality VoIP hardware — Choose reputable brands and tested models known to work best with your chosen VoIP platform.
• Train employees — Provide users with proper headset/mic usage guidelines and general system dos/don’ts to avoid basic user errors impacting calls.
• Have a backup plan — Make sure remote teams have cell phones enabled as a backup way to make and receive calls if the VoIP system has interruptions. Your VoIP provider should offer a business phone app like NextivaONE to enable calls on the go.
• Choose established provider — Stick to prominent business VoIP providers (like Nextiva!) with solid track records, security, and excellent technical support.

FAQs on VoIP Issues

Grasshopper, the cloud-based virtual phone system, is a great choice for solopreneurs and small businesses. But as your business grows, Grasshopper’s limitations become more evident.

If you’re here looking for alternatives to Grasshopper, we got you. 

In this blog, we’ll go through the top ten Grasshopper alternatives so you can evaluate the best choice for your scaling business. We’ll compare the features, pricing, who they’re best for, and more to help you make an informed choice!

Grasshopper Alternatives at a Glance

Need a TL;DR? Here’s a quick overview of the top 5 Grasshopper alternatives.

But first, let’s take a closer look at Grasshopper.

What Is Grasshopper?

Grasshopper is a virtual phone system that offers business numbers and basic call management features such as VoIP calls, text messaging, voicemail greetings, phone extensions, and inbound faxing.

Small businesses in the US and Canada typically prefer Grasshopper due to its ease of use, quick setup, affordable pricing, and user-friendly mobile app. Porting your existing phone number is also easy. You can choose between vanity numbers, local numbers, and toll-free numbers.

Grasshopper’s features list is simple. The most popular features include:

• Ruby Receptionist: A live US-based receptionist that answers your Grasshopper calls 
• Instant Response: Send automated texts to callers when you can’t answer
• Incoming Call Control: Screen callers, block calls, and set a custom schedule based on your working hours
• Vanity Numbers: Select unique, easy-to-remember numbers like 1-800-MYBRAND
• Voice Studio: Get customized greetings recorded by professional voice actors in English and Spanish

Pricing: Grasshopper offers four main pricing plans based on the number of users, phone numbers, and extensions you need. The base plan starts at $14 per user monthly.

Why Consider a Grasshopper Alternative?

Although Grasshopper is a good introduction to virtual phone systems, its limited capabilities and call quality will leave you wanting more. 

As you scale, Grasshopper may struggle to adapt to your growing business communication needs, prompting you to look for a more comprehensive Grasshopper competitor.

1) It isn’t built for scale 

Grasshopper doesn’t integrate directly with everyday business apps like Zoho, Salesforce, and HubSpot, making it difficult to consolidate important customer data and work from a unified interface. 

Smart automation, too, is limited on Grasshopper. There’s not much business owners can do besides sending automated texts.

These limitations and the lack of add-ons will likely slow down your workflows and impact call-handling effectiveness when your business scales. 

2) It only offers basic call management features

Though Grasshopper is a cloud-based virtual phone system, you cannot make video calls with it. You can’t send or receive files, or share your screen using Grasshopper.

Limited call analytics, fewer auto-reply options, no shared number or shared email, and no call recording facility, make it less appealing for businesses that want an advanced communication solution. 

3) It can be expensive 

With Grasshopper, calling international numbers can be expensive. Grasshopper’s international calling rates aren’t competitive, so you may rack up a hefty bill.

When it comes to a richer feature set, the plans are expensive compared to virtual phone services like Nextiva, which offer unlimited minutes for voice and video calls, voicemail, toll-free numbers, business integrations, and unlimited internet fax right from the basic plan.

Grasshopper’s plans lack advanced features; you need to pay additional fees for additional features you use. Some users also cite poor call reliability, customer service, and analytics as other reasons they would switch from Grasshopper.

The good news is there are many Grasshopper alternatives available to meet your communication needs.

Here’s a walkthrough of the top 10.

Top 10 Grasshopper Alternatives

1. Nextiva

Nextiva is a cloud-based business phone system that meets the needs of small businesses while offering enterprise-grade functionality.

Nextiva is an all-in-one communications solution. It offers business phone service with video conferencing, collaboration tools, and more for businesses of all sizes.

U.S. News named it the best business phone system for four years running. Popular review sites like G2 also rate Nextiva highly compared to other VoIP solutions.

More than 150,000 businesses across the U.S. use Nextiva. Notable customers include Amazon, Cisco, Netflix, and the Pac-12 Conference. Nextiva has been helping companies supercharge their phone systems since 2006.

Key features

Nextiva offers voice & video calling, text messaging, third-party integrations, and robust call management features. Instead of using multiple services and apps, you can maximize efficiency with Nextiva’s highly rated business phone app — NextivaONE.

Nextiva has a robust VoIP phone service with more than 40+ standard and advanced features.

Here are some features that make it a better alternative to Grasshopper:

• Low international calling rates
• Unlimited calls & video conferencing
• Advanced IVR with Conversational AI
• Analytics and automation
• Smart call routing
• Business text messaging
• Unlimited online faxing
• Voicemail transcription
• Customizable Caller ID
• On-demand call recording
• Business call forwarding
• Mobile and desktop softphones

Nextiva’s monthly pricing

Nextiva has three plans that offer powerful VoIP features without breaking the bank. You can also request a no-obligation quote to determine eligibility for additional discounts and offers. 

Tiered pricing options cater to varying business needs:

• The entry-level Digital plan ($20) focuses on online engagement, featuring website chat, social media messaging, and review management tools.
• Stepping up, the Core plan ($30) builds on Digital’s offerings by adding voice and video calling capabilities, as well as SMS text messaging support.
• For more comprehensive solutions, the Engage plan ($40) incorporates all Core features while introducing call center functionalities, including queue management, call routing, and an AI-powered chatbot for round-the-clock customer assistance.
• The top-tier Power Suite ($60) provides the full spectrum of services, enhancing the Engage plan with advanced features such as intelligent routing algorithms, seamless integrations with CRM and CDP systems, and robust supervisor dashboards for performance monitoring and analytics.

Why is it better than Grasshopper?

Nextiva goes above and beyond just VoIP. Its powerful capabilities, along with CRM integrations, advanced features, and all-around performance, ensure a reliable and seamless communication experience. 

It’s the top pick for businesses seeking efficiency and reliability in their communication solutions. 8,400 Nextiva reviews and a rating of 4.6 out of 5 on review sites like GetVoIP show how much Nextiva prioritizes its customers’ needs.

The ease of setup and use, excellent customer support, great features, great return on investment, enterprise-grade security, and all-in-one business communication solution make Nextiva the best Grasshopper alternative.

2. GoTo Connect

Best for startups looking for a business telephony system with fewer features.

Formerly known as Jive, GoTo Connect is a VoIP phone service, much like Grasshopper. They typically offer products for conference room calls, delivering training, and running online webinars.

Key features

• International calling plans
• Hold music and call queues to keep callers on the line
• Web-based video conferencing for up to 250 participants
• Drag-and-drop editor to configure call flows
• Integrations with tools like HubSpot, Zendesk, and Microsoft

Pricing

GoTo Connect offers two pricing options. The Basic plan starts at $29 monthly. The Standard plan starts at $39 monthly and offers all the features of the Basic plan plus additional benefits.

3. OnSIP

Best for small to medium-sized remote teams looking for hosted PBX.

OnSIP is a hosted VoIP services provider offering video conferencing and high-quality VoIP phone calls. It’s designed to help businesses upgrade traditional landlines and switch to a modern alternative that moves with their team, wherever they are.

Key features

With OnSIP, you get enterprise PBX features and a cloud platform’s productivity-boosting capabilities.

• Auto attendant or virtual receptionist 
• Queues and groups to handle incoming calls
• Remote office capabilities 
• HD calling & conference suite
• International dialing

Pricing

OnSIP’s Basic Plan starts at $49.95 per month per account. Calling minutes aren’t included; they’re charged at $0.032 per minute. The Unlimited Plan starts at $18.95 per month, but a five-user minimum means you’ll end up paying at least $94.75 monthly.

Related Article

Top 10 OnSIP Alternatives & Competitors in 2024

4. Phone.com

Best for businesses looking for a basic VoIP phone system.

Phone.com is a business phone system provider. It offers entrepreneurs and small businesses an easier way to manage their business communication.

Key features

Phone.com offers 50+ features across their business phone system packages, including:

• Business text messages (additional fee)
• Voicemail to text
• Phone number porting
• Local business phone numbers with area codes for each location
• Hold music

Pricing

Phone.com offers three different pricing plans. The Basic plan starts at $12.74 per user per month (billed annually).

5. Mitel

Attractive for businesses looking for advanced team collaboration capabilities.

Much like the other Grasshopper alternatives, Mitel offers a suite of business communication tools, including a VoIP phone system, contact center, and collaboration software. 

Key features

Mitel’s cloud phone system includes some great features like:

• Team collaboration software
• Video conferencing
• Integrations with Microsoft Teams, Chrome browser, Google Cloud, and Salesforce
• Interactive Voice Response (IVR) technology to greet direct and divert callers
• Mobile app dialer to provide business phone number connectivity (iOS/Android)

Pricing

Mitel has three main plans for its business VoIP packages. The Essentials plan starts at $20.99 /user/month.

6. Google Voice

Ideal for US-based users who use Google Workspace heavily.

Google Voice is Google’s VoIP offering, allowing you to make and receive calls over the internet. The easy-to-use tool uses conversational AI for intuitive calling experiences and time savings. In addition to phone calls, you can also send texts via Google Voice. 

Key features

• Calls between Google Voice numbers
• Calls to the US, Canada, and most European countries
• Text messaging, call forwarding, and call recording
• Voicemail transcription
• G-suite integration & Mobile apps (Android & IOS)

Pricing

Google Voice has three convenient plans with an increasing number of features. You can expect to pay $10, $20, and $30 per month per user for their Starter, Standard, and Premier plans.

7. 8×8

Decent option for businesses solely looking for a VoIP phone system.

8×8 is not a complete business communications platform, much like Grasshopper. It’s a VoIP service with a unified platform for contact center, business phone, video, chat, and APIs. Each runs through a company’s privately hosted PBX platform managed by 8×8.

8×8 provides businesses VoIP features like auto attendants, call recording, and voicemail to email. As a Grasshopper alternative, 8×8 is a step up.

Key features

• International calling to 14 countries
• SMS, MMS, and team chat
• Audio and video conferencing
• Microsoft Teams integrations
• Mobile and desktop apps

Pricing

8×8 has two pricing tiers. X2 Plan costs $24/user/month. It’s an entry-level plan. X4 Plan costs $44/user/month and includes 8×8’s higher-tier UCaaS software.

Related Article

Nextiva vs. 8×8: Which VoIP Provider Is Best?

8. Zoom Phone

Helpful to use in tandem with the video-conferencing app Zoom.

Zoom is best known for helping businesses host online meetings. It also offers other communication features through its Zoom Phone — a business phone service that allows users to make and receive calls.

It’s not as feature-rich as Nextiva, but it’s a good alternative to Grasshopper. 

Key features

Zoom has some great features in its communications package, including:

• Intelligent call routing
• Integrations with Slack, Google, Zapier, and Calendly
• Online whiteboard to collaborate visually mid-conference  
• Video and audio calls made through Zoom’s VoIP network are high-quality and secure

Pricing

Zoom offers a free plan for video conferencing. To access its virtual phone system, you’ll need to upgrade. For the US & Canada, pricing starts from $120 per year per user. Pro Global Select for international calling costs $240 per user per year. 

9. Aircall

Best for small teams and VoIP call centers.

Aircall is a VoIP platform made especially for contact centers. It integrates with helpdesk and CRM software and is designed specifically to manage customer conversations. It’s a strong Grasshopper competitor if you want VoIP call center and call monitoring functionality.

Key features

• IVR menus and ring groups
• Conversation tags to categorize and filter previous call recordings
• Custom business hours to stop incoming calls from heading to voicemail
• Analytics like missed call rate, call volume, and first-call resolution
• Desktop notifications for incoming calls

Pricing

Aircall has two main pricing tiers. Pricing for the Essentials plan starts at $30 per month, purchased for a minimum of three users, while the Professional plan starts at $50 per month for the same number of users.

10. Dialpad

Best for businesses looking for an AI solution.

Dialpad focuses heavily on artificial intelligence (AI) and could be an overkill for businesses looking for basic call functionality. Nevertheless, its advanced VoIP functionality gives it the upper hand over Grasshopper.

Key features

• Real-time call transcription and post-call summaries
• Transfer your business phone number (porting)
• AI-enabled coaching to help sales teams communicate more effectively
• Predictive CSAT tools to anticipate and change customer satisfaction in real-time

Pricing

The Standard plan starts at $15 per month. For custom pricing, you’ll need to talk to their sales team for a quote.

Choosing the Best Grasshopper Alternative

When looking for the best Grasshopper alternative, consider your specific needs and the features most important to you.

If you’re looking for a best-practice Grasshopper alternative that offers advanced VoIP features at affordable prices, go for Nextiva.

Amazing Service is integral to Nextiva’s team culture. When it comes to physical security and network security, Nextiva has superior reliability. Calls are handled through one of eight military-grade data centers across the United States.

Nextiva has all the essential and advanced phone, communication, and collaboration features your business needs. With flexible pricing options for businesses at any stage, you’re sure to find Nextiva to be the best Grasshopper alternative.

When a new barista starts working behind the counter, they shadow their coworkers to learn how to make different drinks, how to clean the equipment, and how to interact with customers.

You wouldn’t want to just throw them into the fray and wish them luck on their first day. You’d end up with a lot of customers waiting a long time, only to receive messed-up orders.

Training and learning are important parts of any customer service philosophy. It’s important to learn from your mistakes as well as your successes. The same applies to new members of sales, service, and other customer-facing teams in the corporate world.

You’ve got to have resources that accurately reflect real-world scenarios. The best case is to record your best and worst experiences so that new and current reps can learn from them and feel better prepared for anything.

With the right call recording software, capturing and learning from customer interactions and phone conversations can uncover opportunities and unlock advantages.

Why Businesses Need To Record Calls

Call recording can be used in a lot of different ways across teams to help build more effective sales, support, and collaboration workflows.

Recording calls in sales

For sales teams, recording inbound and outbound phone calls with customers and prospects can help individuals and leadership find patterns — sometimes, these are opportunities for improvement as a team and other times, it helps identify and address common issues for each rep early on. 

By reviewing even a small sample of customer calls regularly, sales managers quickly gain visibility into reps’ day-to-day interactions so they can course-correct them together if necessary.

Here are a few ways to use recorded sales calls and make an impact:

• Ensure accuracy and consistency: Recordings allow managers to monitor customer interactions and verify details such as pricing and product capabilities. This early detection of deviations from spoken agreements can help to prevent miscommunication from affecting deals.
• Improve training and coaching: Recordings also offer useful content for training sales teams in objection handling and closing techniques, allowing managers to provide customized feedback based on each employee’s interactions. 
• Enhance performance evaluations: Voice recordings help managers conduct objective, evidence-based evaluations. Using recordings, managers can recognize employee-customer interaction patterns and use these to guide constructive feedback and work on areas for growth.
• Gain customer insights: Call recordings enable teams to gain a deeper understanding of subtle customer cues and needs — insights that can inform pricing, features, and product positioning strategies. This helps businesses align offerings more closely with customer expectations, ultimately creating a more desirable and profitable product.

Related: How To Record Sales Calls: What Team Leaders Need To Know

Recording calls in customer service

In customer service, recording calls, especially those involving complaints and concerns, can greatly improve client interactions. Call centers and shared services teams use these recordings to:

• Uphold quality standards: Managers use recordings to score calls against criteria such as correctness and courtesy. This call monitoring approach helps ensure staff adhere to internal guidelines and helps flag when retraining or coaching is needed.
• Accelerate onboarding: Authentic call examples are invaluable for training new hires and existing agents. They offer practical learning experiences over theoretical roleplays, showcasing best practices and common errors.
• Resolve disputes: Recordings are crucial for settling disputes about agent commitments in situations such as returns or service upgrades. They provide clear evidence of what parties actually discussed on a call, which helps protect the business from false claims while enhancing customer trust.

Related Article

12 Key Call Center Metrics & KPIs To Drive Better Performance

How internal teams collaborate better with call recording

Call recording systems help improve alignment for internal meetings while driving smoother cooperation between departments that rely on shared situational awareness. There are several key benefits here:

• Facilitate collaboration: Recordings ensure that teams (sales, marketing, and operations) all share a consistent understanding of decisions and discussions, which reduces misunderstandings and aids cooperation.
• Reinforce commitments: Recordings quickly clarify why decisions were made, promoting transparency and accountability and settling any concerns effectively.

3 Most Common Types of Call Recording

But what are the main methods for capturing these recordings? There are a few ways to record calls, and each has its advantages and disadvantages depending on your unique needs.

1. Automatic call recording

Automatic call recording integrates seamlessly with your existing telephony infrastructure, such as VoIP, business phone systems, and contact center platforms that route calls. You can configure it to record all or specific calls based on criteria such as phone numbers or user groups. 

Advanced tools organize and index these recordings, making it easy to search by date, representative, or product.

Additionally, analytics features offer managers vital insights into call trends, handling times, and other performance metrics, helping them make informed decisions about staffing, training, and operational strategies.

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

2. On-demand call recording

An on-demand call recording feature contrasts with automatic, always-on recording, enabling team members to have more precise control during customer interactions. Users can manually start and stop recording as required.

For instance, recordings are often halted if confidential information, such as credit card numbers, is being discussed. Similarly, law firms can use on-demand recording to take recorded statements from clients or witnesses when necessary. 

3. Video meeting recording

Finally, video recording entails capturing audio, on-screen activity, and video feeds from virtual meetings, training, and events via platforms such as Nextiva or Zoom Meetings. 

Key use cases for video meeting recording include documenting critical meetings to share with personnel who couldn’t join live and structuring asynchronous training sessions for onboarding materials.

As remote distributed work continues to be the norm, video recording ensures transparency and alignment with all teams.

How To Set Up a Call Recording

Businesses that use Nextiva’s industry-leading call recording software can easily set up call recording by following these three steps:

1. From the NextOS admin home page, select Users > Actions > Voice Settings > Monitoring > Call Recording. 
2. Choose when the user’s call should be recorded (“Never,” “Always,” “Always with pause/resume,” “On-demand,” or “On-demand with user-initiated start”) and set up call recording announcements to inform the caller they’re being recorded by clicking the “Play recording start/stop announcement checkbox.”
3. Click the “Record voice messaging” checkbox to record users’ voicemails. Click “Save.”

Legal Aspects To Consider When Recording Calls

While call recording delivers immense value, it also introduces important legal considerations surrounding participant rights and preferences and tight data privacy protocols.

👍 Consent 

Businesses must inform participants and secure consent before recording interactions to align with local laws. 

In two-party consent states like California or all-party consent localities like Canada, businesses must gain approval from every party on a call before recording can legally commence.

Companies typically notify callers when recording starts through audio queues or on-screen prompts. Representatives then log all verbal or electronic consent received to shield against future disputes.

In many one-party consent states, businesses must obtain permission from at least one party before recording calls. Still, upfront notification is considered a best practice to uphold transparency, even in these regions.

Nextiva cannot provide legal advice here. Check with a licensed attorney in your state to understand your call recording obligations and restrictions.

🤝 Transparency

Further, companies implementing call recording must manage access to accumulated interaction data in compliance with regulations. Leaders must limit internal access to sensitive customer recordings only to roles requiring playback for call center quality assurance, dispute investigation, etc.

🔐 Privacy protection

IT and security teams must also adhere to far-reaching regional privacy rules, such as GDPR in Europe and CCPA in California while storing, accessing, and processing call recordings. Legal departments commonly establish retention rules to age out old recordings balanced against continued business value.

Another federal law businesses must be aware of is the Health Insurance Portability and Accountability Act (HIPAA), which “defines national standards for security and privacy to safeguard protected health information.” Nextiva provides full HIPAA-compliant voice, fax, and video services to its healthcare communications clients. 

📋 Employee training

Lastly, businesses seeking to implement call recording must thoroughly train team members on the laws pertaining to securing consent locally. They must coach personnel on company guidelines regarding how to disclose recording procedures, respect caller preferences to stop recording, and protect private data.

With the proper precautions around obtaining permission and dialing-in privacy safeguards, companies can confidently unlock the performance benefits of call recording while avoiding unnecessary legal and reputational risks.

Start Recording Your Calls With Nextiva

Implement call recording processes across sales, service, and other teams to unlock data-driven performance gains — legally and securely.

Using Nextiva’s call recording features can bring several practical benefits to your business, focusing on enhancing communication and operational efficiency:

• Seamlessly record various media such as voice calls, video calls, and chats. 
• Analyze trends across large volumes of interactions.
• Quickly search and retrieve specific recordings.
• Provide ongoing consent management as preferences evolve.
• Shield sensitive interaction with metadata.

Related: How to Record Customer Service Calls & Why You Should