The rise of remote work hasn’t rendered conference phones obsolete. Especially for businesses with on-site or hybrid teams, dedicated VoIP conference phones provide clear and reliable audio for everyone in the meeting room, ensuring a smooth and focused experience.

This guide explores the top 5 VoIP conference phones for businesses in 2024, along with key considerations and alternatives to help you choose a VoIP conference system that best suits your communication needs.

Top 5 VoIP Conference Phones for 2024

The best VoIP conference phones are easy to use, offer flexibility, and provide the best value for your money. 

Here are the five top-rated conference room phones categorized based on ideal use cases.

At a glance comparison chart:

VoIP Conference Phone	Best for	Microphone Pickup Range	No. of Microphones	Connectivity	Price
Poly Trio 8300	Small conference rooms	12 feet	1	Wi-Fi, Bluetooth, PoE/Ethernet+Power	$540 or ($19.90/mo)
Poly Trio 8800	Medium to large conference rooms	20 feet	3 (up to 6 with expansion mics)	Wi-Fi, Bluetooth, PoE/Ethernet+Power	$900 or ($32.40/mo)
Poly Sync 20	Small conference rooms & personal use	7 feet	3	Bluetooth, USB-A	$170
Yealink CP935W	Small to medium conference rooms	20 feet	6	Wi-Fi, Bluetooth, DECT, PoE	$512.50
Yealink CP965	Medium & large conference rooms	360° (with expansion mics)	13 (with expansion mics)	Wi-Fi, Bluetooth, PoE/Ethernet+Power	$540

1. Poly Trio 8300

Perfect for small conference rooms, the Poly Trio 8300 is a user-friendly wireless conference phone that offers clear audio, a 12-foot microphone pickup range, and three-way connectivity. It lacks a fancy LCD touchscreen but excels in affordability.

Top Features

• Cordless IP conference phone
• Wi-Fi and Bluetooth compatibility
• Power over Ethernet (PoE), Ethernet + power supply, and Wi-Fi connectivity
• 60+ communication platforms, including Zoom, Avaya, and Nextiva
• One-touch join for meeting and conference calls
• Monochrome display
• HD audio, full-duplex speakerphone, and echo reduction

Best for: Small conference rooms 

Price: $540 or $19.90/month 

2. Poly Trio 8800

Transform your large conference room with the Poly Trio 8800 VoIP conference phone. It boasts superior voice quality, a 5-inch color LCD touchscreen, and up to three microphones for crystal-clear communication.

However, a slightly older processor on this corded phone can cause touch-response lags, especially with Microsoft Teams.

Top Features

• Wi-Fi and Bluetooth compatibility
• 5-inch color touchscreen display
• PoE, Ethernet + power supply, and Wi-Fi connectivity
• 20-foot microphone pickup range
• HD audio, full-duplex speakerphone, echo cancellation, and noise suppression
• One USB-A port and one USB-C port

Best for: Medium to large conference rooms

Price: $900 or $32.40/month

3. Poly Sync 20

The Poly Sync 20 is a portable Bluetooth speakerphone ideal for personal use, remote workers, small huddles, or conference rooms. It offers high-quality audio with a 360-degree microphone pickup range and noise cancellation and connects seamlessly to various platforms.

Keep in mind it lacks Wi-Fi connectivity and has limited VoIP functionalities.

Top Features

• Bluetooth and USB-A connectivity 
• Four hours of charge time and 20 hours of talk time
• Three microphones 
• 7-foot microphone pickup range 
• One USB-A port 
• Full-duplex speakerphone, noise cancellation, and echo reduction

Best for: Small conference rooms and personal speakerphone

Price: $170

4. Yealink CP935W

The Yealink CP935W is a top-rated IP conference phone with a wireless mic that offers a 20-foot microphone pickup range and supports up to 10 participants, ideal for small to medium conference rooms.

Its 5-inch touchscreen simplifies call management, and the built-in battery provides 24 hours of talk time. However, it requires PoE and may need an additional adapter for specific setups.

Top Features

• Wi-Fi and Bluetooth compatibility 
• 4-inch color touchscreen display
• DECT and Wi-Fi connectivity 
• 164-foot DECT range
• 16 hours DECT talk time
• Six microphones with a 20-foot microphone pickup range 
• HD audio, full-duplex speakerphone, and Smart Noise Filtering
• One USB-C port

Best for: Small to medium conference rooms 

Price: $512.50

5. Yealink CP965

Experience crystal-clear audio with the award-winning Yealink CP965. Featuring a 13-microphone array, a wireless microphone, a sleek design, and Bluetooth/Wi-Fi connectivity, it eliminates background noise with advanced acoustic technologies.

The optional CPW65 expansion microphones use DECT technology to pair with the CP965 conference phone, adding a 32-foot voice pickup range.

Top Features

• Wi-Fi and Bluetooth connectivity
• 5-inch color touchscreen display
• PoE, Ethernet + power supply, and Wi-Fi connectivity 
• 13 microphones
• 20-foot microphone pickup range
• HD audio, full-duplex speakerphone, and Smart Noise Filtering
• USB-A and USB-C ports 

Best for: Medium and large conference rooms 

Price: $540

Benefits of VoIP Conference Phones

Here’s why smart businesses, especially hybrid teams, invest in a VoIP conference phone:

• Dedicated calling experience: Unlike softphones, conference phones provide a dedicated device solely focused on audio conferencing. This translates to a more reliable and consistent experience compared to juggling calls on laptops or desktops.
• Superior audio quality: Conference phones are designed for clear audio pickup and noise reduction. Everyone in the meeting room can be heard clearly, even during discussions or brainstorming sessions.
• Simplified call management: Features like one-touch dialing, call recording, and easy muting functions streamline call management within the meeting room. You don’t need complex software navigation on laptops or desktops.
• Improved collaboration: Conference phones often have larger speakerphones and 360-degree microphone pickup, facilitating smoother group discussions and presentations. They facilitate better collaboration and active participation from all in-person attendees.
• Integration with existing systems: Most VoIP conference phones seamlessly integrate with popular unified communications platforms like Zoom, Microsoft Teams, and Cisco Webex, so you can centralize call management and easily schedule conference calls.

Alternatives to VoIP Conference Phones

While VoIP conference phones offer a dedicated solution, here are some alternatives to consider:

• USB speakerphones: These compact and portable desk phones offer a cost-effective option for small meeting rooms or individual use. However, their microphone range may be limited.
• Softphone apps with conferencing features: Many unified communication platforms integrate conferencing features, eliminating the need for dedicated hardware. While convenient, audio quality may suffer in noisy environments.
• Cloud-based conferencing services: These services allow participants to join conference calls using web browsers or mobile apps. They offer flexibility but may require a stable internet connection and can lack the dedicated functionality of conference phones.
• Wireless VoIP conference systems: For larger rooms, wireless VoIP conference phones consist of multiple microphone units for wider coverage. They offer superior audio but can be expensive and require professional installation.

When evaluating conference phones, consider factors like voice quality, compatibility with headsets, and analog or digital connectivity options.

Some businesses may find that a combination of solutions works best, such as using USB speakerphones for smaller meetings and wireless conferencing systems for SIP phones for larger gatherings.

Choosing the Right VoIP Conference Phone

When selecting a VoIP conference phone, consider the following factors:

• Room size and number of participants: Choose a phone with a microphone range that covers the entire meeting space and enough microphones to accommodate the typical number of attendees.
• Audio quality requirements: HD audio is key. High-end models offer advanced noise reduction and echo cancellation for optimal sound quality.
• Ease of use: Look for user-friendly features like intuitive menus and one-touch controls for effortless call management. LCDs on many modern conference phones allow for easy call management and on-screen controls.
• Connectivity: Choose between wired (PoE) or Wi-Fi connectivity based on your network setup. Some models also offer Bluetooth functionality for pairing with mobile devices. For paging and broadcasting capabilities, wireless microphones can integrate with certain conference phone systems.
• Battery life (portable models): If portability is important, consider the battery life to ensure it lasts throughout your meetings.
• Supported codecs: Codecs determine how audio data is compressed during transmission. Look for phones that support high-quality codecs like G.722 for superior audio clarity.
• Security: Consider models that offer encryption for sensitive conference calls.
• Warranty: Don’t forget warranties when investing in a high-end conference phone solution.

Nextiva: Get the Best Cloud Phone Service

Once you’ve decided on the best VoIP conference phone for your business meetings, the next step is choosing an equally excellent cloud phone service. 

Conference phones are only as good as the service that powers them. So, you need a trusted business phone partner that guarantees 24/7 support, easy setup and usage, and a wide range of functions within your budget. 

That’s where Nextiva comes in. Our cloud phone service is pre-configured and ready to use and offers easy admin functionality. On top of that, Nextiva has your team covered with live help whenever you need it. 

Add compatible conference phones to your shopping cart when upgrading your business’s telephony setup with Nextiva.

Check out Nextiva’s extensive business phone system, and let us know what you think!

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VoIP Conferencing Phones FAQs

Find answers to common VoIP conferencing phone questions. 

Customers have tons of ways to reach you. But forget the endless tweets and impersonal chatbots — a genuine voice conversation still builds trust and strengthens relationships. That’s where a powerful business phone line comes in.

However, the cost of implementing a high-quality business phone line can be hefty (especially for startups and small businesses), and many don’t know where to start.

This guide will break down everything you need to know about business phone line cost, from system types to popular features, and provide estimated costs. You’ll know how much to spend on an affordable business phone system and choose the most cost-effective communication solution for your needs.

How Much Is a Business Phone Line?

A business phone line can cost anywhere from $20 per month to $30 per month per user.

However, the exact cost depends on several factors, including:

1. Type of service: Traditional landlines, VoIP (Voice over Internet Protocol), or virtual phone systems can have different pricing structures.
2. Number of lines and users: The more lines and users you need, the higher the overall cost, although some providers offer discounts for multiple users and lines.
3. Features: Advanced VoIP features like call forwarding, voicemail-to-email, auto-attendants, and call analytics may come at an additional cost or be included in higher-tier plans.
4. Location: Phone line costs can vary by country, state, or region due to differences in infrastructure, regulations, and service providers.
5. International calls: Frequent international calls can significantly increase your bill. Be sure to inquire about pricing structures for calls outside your region.
6. Contract length: Some providers may offer discounts for longer contract terms or charge higher prices for month-to-month services.
7. One-time fees: Installation, activation, and equipment fees can add to the initial cost of setting up a business phone line.

On average, a small business can expect to pay between $20 and $30 per month per user for a basic VoIP or virtual phone system, while traditional landlines may cost $50 to $100 or more per line.

Make sure to compare options from multiple providers and consider your business needs to find the most cost-effective communication solution.

Here’s an example of the estimated average cost of a cloud-based business phone line per user:

• Low-end plan – $200 per user
• Mid-range plan – $400-600 per user
• Enterprise plan – $1,000 per user

Business Phone Line Costs By System Type

When choosing a phone system for your business, there are three main options to consider: traditional landline phone systems, virtual phone systems, and cloud-based phone systems. Each type has its own set of costs and benefits, so let’s break it down and have a closer look.

Traditional landline phone systems

These are the old-school systems that have been around for ages. While they’re reliable, they do come with some hefty costs.

You’ll need to shell out for professional installation, which can be quite pricey. Plus, you’ll be paying monthly rental fees for each phone line that add up quickly, especially if you have a large team.

The per-minute call charges can be a real budget-buster if you make long-distance or international calls. Desk phone purchases and potential maintenance contribute to the overall cost.

Cloud-based phone systems

Cloud-based phone systems offer a more modern approach. They operate entirely over the internet, so there’s no need for any physical installation.

You just pay a monthly subscription fee per user or phone line, and you’re good to go. The best part? Most cloud-based systems come with a ton of features like call routing, auto attendants, voicemail, and even video conferencing.

Some providers, like Nextiva, offer a complete unified communication solution that includes virtual faxing and integrations with other business tools. While basic plans are usually sufficient for most businesses, you can opt for premium features, but they may cost a bit extra.

Virtual phone systems

With a virtual phone system, you can use your existing phones (like your cell phone or home phone) and just forward calls to them. You’ll get a main business number that customers can call, and then the system will route the calls to your designated phones.

The best part about virtual systems is that they’re super flexible and affordable. You typically pay a low monthly fee, and you can add or remove lines as needed.

Plus, you can access features like voicemail, call forwarding, and auto attendants without any extra hardware. It’s a great option for businesses that want a professional phone presence without the high costs.

Feature	VoIP (Internet-based)	Landline (On-premises)
Cost	Generally more affordable	Generally more expensive
Features	More features and functionalities available	Limited features
Mobility	Accessible from anywhere with internet	Restricted to physical location
Scalability	Easily scales up or down as needed	Difficult to scale without additional hardware

Total Estimated Cost of a Business Phone System

Several factors influence the total cost of a business phone system, making it difficult to give a one-size-fits-all answer.

Let’s consider Nextiva, a popular cloud-based VoIP provider, as an example. Nextiva offers tiered pricing with clear features and costs per plan:

• Essential: As low as $18.95 per user/month (unlimited calls, voicemail, texting, local & toll-free numbers)
• Pro: As low as $22.95 per user/month (all Basic features + mobile & desktop app, messaging, CRM integrations, unlimited conferencing)
• Enterprise: As low as $32.95 per user/month (all Pro features + website live chat)

A company with 20 users on the Enterprise plan would pay $659 per month ($32.95 per user x 20 users).

This is just a starting point. For a more accurate estimate for your business, speak with a knowledgeable Nextiva professional and get a tailored quote.

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Best Practices To Save Business Phone Line Costs

How do you save on business phone costs?

Let’s look at some tips to keep your business phone line costs in check:

• Unlimited local and national calling: Opt for plans with unlimited local and national calling to avoid per-minute charges, especially if you make frequent calls within these regions.
• Bundled packages: Explore bundled packages offered by internet service providers that combine phone service with internet access, potentially leading to cost savings.
• Call forwarding and voicemail: Use call forwarding and voicemail features to ensure you never miss a call, reducing the need for expensive call rerouting services.
• Quality over price: A cheap phone system doesn’t necessarily mean it’s more affordable. Many business phone plans may exclude key calling features and capabilities (and support) a fast-growing business needs.
• BYOD options: Consider a BYOD policy for employee phones, allowing them to use personal devices while reimbursing data usage. This can significantly reduce hardware costs.
• Compare quotes: Don’t settle for the first provider you come across. Get quotes from various phone service providers and compare plans, pricing structures, and features before making a decision.

How Nextiva Helps Save Business Phone Costs

Nextiva is more than just a phone service provider. We offer a comprehensive unified communication solution that integrates a range of powerful features, including:

• Business phone system: Make and receive calls using a dedicated business phone number from anywhere with an internet connection. Our cloud-based system ensures crystal-clear call quality and reliability, allowing you to stay connected with your team and clients at all times.
• Team messaging: Collaborate effectively with your team members through instant messaging. Share files, create group chats, and keep everyone on the same page, all within a secure and user-friendly interface.
• Video conferencing: Conduct high-quality video meetings with colleagues and customers, regardless of their location. Our platform supports HD video and audio, screen sharing, and virtual backgrounds, making remote meetings feel as engaging as in-person gatherings.
• Contact management: Organize and manage your business contacts in one central location. Our built-in CRM functionality allows you to store contact information, track interactions, and personalize your communication for better customer relationships.
• Mobile app: Stay connected on the go with our mobile app, available for iOS and Android devices. Make and receive calls, send messages, and access important features right from your smartphone or tablet.

At Nextiva, we believe in transparency and simplicity. Our pricing plans are straightforward, with clear features and costs associated with each tier. Whether you’re a small startup or a large enterprise, we have a solution that fits your needs and budget.

Our dedicated support team is always ready to assist you, ensuring a smooth and hassle-free experience. From onboarding and training to ongoing technical support, we’re here to help you every step of the way.

By choosing Nextiva as your business phone partner, you can focus on growing your business while we handle the rest. Our platform empowers your team to work smarter, collaborate seamlessly, and deliver exceptional customer experiences.

Join the thousands of businesses that trust Nextiva to drive their success.

What Is a Hosted Phone System?

A hosted phone system or cloud phone system is a business phone setup that works via an internet connection and is hosted off-site in the cloud by a third-party vendor. Compared to old-school traditional phone systems that require your own server and equipment on site, a hosted phone system can save your business money in maintenance and equipment costs.

Who Can Benefit from a Hosted Phone System?

Here are some key reasons why a hosted phone service might be the perfect fit for your business:

• Remote teams: With features like mobile apps and web interfaces, employees can work seamlessly from anywhere with an internet connection.
• Small businesses & startups: Hosted telephone systems offer a scalable and cost-effective alternative to traditional phone services, eliminating the need for expensive hardware and complex installations.
• Businesses on the move: You stay connected with features like call forwarding and voicemail to email and never miss an important call.

Types of Hosted Phone Systems

There are two main types of hosted phone systems: cloud PBX and SIP trunking.

Cloud-hosted phone system

A cloud phone system eliminates the need for on-site phone equipment. Instead, all your phones connect directly to a VoIP data center operated by your service provider.

Each phone is configured with a unique login and programmed to register with a SIP server beforehand. SIP (Session Initiation Protocol) is the technology that allows voice calls to be made over the Internet.

Cloud-hosted systems offer a wide range of communication features essential for today’s business owners, including voicemail to email, auto attendants, and video conferencing.

From a management perspective, cloud-hosted private branch exchange (PBX) is the easiest to use, as the provider handles all the maintenance and updates.

SIP trunking

SIP trunking is ideal if you already have an on-premise PBX system (a physical phone switchboard) that you’d like to keep.

SIP trunking replaces your traditional phone lines with virtual ones delivered via the internet through a SIP trunk provider. This allows you to make and receive calls just like with a analog system but with the cost-effectiveness and flexibility of VoIP technology.

SIP trunking also provides an added layer of redundancy. In the event of an issue with your PBX, your calls can be automatically routed to any designated location, such as a physical backup office or a virtual receptionist service.

Apart from the initial setup costs for compatible handsets, modems, routers, and switches, there’s no need to allocate additional capital for your hosted phone system.

Oh, it gets better. Hosted phone systems include traditional PBX and VoIP phone systems. If you already have an IP PBX, SIP trunking transitions your existing PBX setup into an internet-powered telephone network.

Cloud PBX vs. SIP trunking

A cloud-hosted PBX system is a complete overhaul of traditional telephony equipment with a system entirely hosted by a service provider.

Businesses get advanced telephony features with minimal upfront costs and easy management. However, it requires new compatible phones and internet equipment.

SIP trunking, on the other hand, integrates with your existing PBX system and is ideal if you already have a functional PBX and want to upgrade to VoIP without replacing everything.

SIP trunking boasts lower ongoing costs and potential redundancy options, but it requires a compatible PBX system, offers fewer features, and relies on your internal IT team for maintenance.

The best choice depends on whether you want a feature-rich, completely new system or a cost-effective upgrade to your existing setup.

Feature	Cloud-Hosted PBX	SIP Trunking
Existing Phone System	Not required	Required (PBX needed)
Upfront Costs	Lower	Higher (requires PBX upgrade)
Scalability	Highly scalable	Less scalable (limited by PBX)
Features	More features (call recording, call forwarding, voicemail, CRM integrations, and more)	Fewer features
Maintenance	Provider manages the infrastructure	Requires internal IT support

How Does a Hosted VoIP Solution Work?

A hosted phone system uses Voice over Internet Protocol (VoIP) instead of physical copper wires and works through a cloud-based PBX, which acts as a virtual switchboard for your calls. Here’s a simplified breakdown of the process:

1. Choose a provider: Select a reputable hosted phone service provider that meets your business needs.
2. Connect to the cloud: Your provider will connect your business to their data centers via an internet connection.
3. Incoming calls: An incoming call reaches the cloud-based PBX.
4. Call routing: The PBX intelligently routes the call based on pre-set rules, such as auto attendants or call forwarding.
5. Outgoing calls: You can make outbound calls using a variety of devices, including traditional desk phones, mobile apps, or even your computer.

Important Note: The entire system relies on a strong internet connection. High-quality calls require a minimum bandwidth of 100 kbps upload and download speed per line.

The beauty of a cloud phone system lies in its flexibility. With a hosted VoIP solution, any device with an internet connection can become a business phone.

You can make and receive calls using your mobile phone, laptop, desktop computer, or even a traditional landline integrated with your system. Your workforce stays connected and mobile, no matter their location.

What is the difference between VoIP and hosted?

VoIP is a method for making calls over the Internet, while “hosted” refers to a service where a provider manages the VoIP system in the cloud, eliminating the need to buy and maintain your own equipment.

So, VoIP is the engine, and hosted is like renting a car with that engine already installed — you just use it without worrying about the technical side.

6 Advantages of a Hosted Phone System

Here are some key benefits of having a cloud-based phone system that a traditional setup can’t offer:

1. Easy installation

The setup process of a traditional phone system can be long, complex, and expensive. But a hosted phone system doesn’t have any of those problems.

Setting up a cloud-based system online means you don’t need anyone to come to your office to get started. That makes it cheaper, too — which is great for small businesses or those with remote teams.

2. Cost savings

Hosted phone systems are cheaper than their traditional alternatives for two reasons. The first: you don’t need to buy a new haul of equipment.

With a cloud phone system, you can use the equipment you’ve already got. That includes:

• Softphones
• Desk phones
• Mobile devices and cell phones (including iOS or Android smartphones)
• VoIP handsets

A cloud-based business phone system offers cost savings regarding maintenance, too. You don’t need to call an engineer to come to the office and fix the problem. Your IT staff can fix the most common VoIP problems without contacting your service provider.

3. It’s a unified communications platform

Unified communication platforms let you communicate both internally and externally with a single tool.

With one, various teams — such as sales or customer support — can base their entire strategies around their hosted VoIP solution.

The right communications solution offers several features like SMS and email alongside the ability to make calls. You can instant message team members, host video conferences, and call your customers through the same hosted phone system.

4. Flexibility for remote teams

Do you have a remote team? Whether on an overseas business trip or working from home, you can accept calls with your hosted phone system. You don’t need to be in the office to pick up your wired desk phone.

That’s because most hosted phone system providers offer software for their users. Your remote team can download their business phone software onto their devices.

The PBX provider just makes the connection and diverts incoming or outgoing calls to your device. Your callers won’t notice any difference — especially when your provider offers masked caller ID.

5. Better scalability

It’s important to have a phone system that grows with your business. Having a call-out from your traditional phone system whenever you add a new team member isn’t just frustrating; it’s also expensive.

One of the biggest advantages of having a hosted phone system is scalability. Adding a new team member? Just sign into your provider’s cloud platform and get them in.

6. It’s more secure

It’s no surprise that businesses are concerned about their phone system’s security; the average cost of a data breach is $3.92 million.

Social engineering is one of the most common types of data breaches. It happens when hackers imitate your phone provider and ask them to hand over information. They can use that data to take over your system.

However, hosted phone systems have extra protection against social engineering. The majority of reputable VoIP providers have strong identity management tools. You’ll never be tricked into handing over information from a hacker.

And there’s strong encryption to ensure hackers can never eavesdrop on business calls.

The Drawbacks of a Hosted Phone System

We know that a hosted phone system has many advantages. But when it comes to the downsides, the truth is that there aren’t many.

Here are a few considerations to keep in mind:

• Reliance on internet connectivity: Your call quality hinges on a strong and stable internet connection since hosted phone systems use VoIP technology. This is generally manageable in a traditional office setting with reliable internet service.
• Remote teams and bandwidth requirements: Each team member needs a strong internet connection to ensure smooth calling. Business VoIP calls require a minimum of 100 kbps of upload and download bandwidth per line. To put that in perspective, high-quality calls for ten simultaneous users necessitate at least 1 Mbps of dedicated bandwidth.
• Potential downtime during outages: Hosted systems rely on both your internal network and the provider’s telecommunications infrastructure having power and downtimes can be an issue.

Traditional PBX phone systems are often seen as more reliable when operated independently within a physical location. However, they require upfront equipment investment and ongoing maintenance and lack the scalability and advanced features offered by hosted solutions.

Fortunately, solutions are readily available with hosted VoIP phone systems.

Major broadband carriers offer business internet plans with gigabit speeds (1000 Mbps), which is sufficient for most small businesses. Additionally, Nielsen’s Law of Internet Bandwidth Speed suggests a consistent growth rate of 50% annually since 1983, making high-speed internet increasingly accessible.

While a strong internet connection is crucial for hosted phone systems, the widespread availability of high-speed internet and the benefits of hosted systems often outweigh this potential drawback.

Consider your business needs and weigh the trade-offs between the reliability of a traditional system and the scalability and features of a reliable business VoIP solution.

7 Hosted Phone System Features Your Team Needs

There are tons of hosted phone system providers to choose from. Not all of them offer the features your business needs.

Here are several advanced features to look for when you’re choosing a VoIP service provider:

1) Voicemail to email transcription

It should be no surprise that voicemail is a key feature your phone system should have. Without it, you risk people never calling back after you miss their call — potentially losing a customer.

However, finding time to get through those voicemails can be tricky. With this feature, your voicemail messages can be transcribed and sent directly to your inbox.

You don’t need to listen to the message to respond. Just listen to the voicemail transcription and have a permanent log of what the incoming call was about.

2) Video conferencing features 

More workplaces are embracing remote work than ever. This means companies seek out hosted phone system providers that offer video conferencing as part of their packages.

Your virtual PBX can also serve as a conferencing tool for your team. There are no more add-ons for video conferencing like Google Meet, Skype, or Zoom! Just make sure to double-check that this feature is included in your chosen package.

3) Security and reliability 

The reliability of hosted phone systems is a cause for concern for many businesses new to cloud technology. But fear not: VoIP connections are just as (if not more) secure than traditional wired setups.

The key is to pick a secure VoIP provider, such as Nextiva. Our network has 99.999% uptime, and connections are made through carrier-grade data centers. In other words: it’s almost impossible for someone to hack the connection and eavesdrop on your phone calls.

4) Call recording

Call recording can help you monitor customer interactions for one-on-one progress reviews or training. For example, you might see that one sales rep has a lower close rate than others.

Use their call recordings to spot why that might be happening. You might find they fail to explain one of your brand messages, contributing to their poor close rate.

5) Real-time call analytics

Ask most businesses how effective their teams are, and they’ll struggle to find out. Traditional phone systems just match incoming calls to a desk phone — that’s it. No extra statistics are available.

However, some hosted phone systems offer real-time call analytics. This means you can report on how effective your teams are with actual data, such as:

• Inbound calls
• Total calls
• Answered calls
• Missed calls
• Toll-free calls
• Internal/external calls
• Talk time
• International calls
• Voicemail calls
• Calls in queue

6) Auto attendants

If your hosted phone provider offers auto attendants, you don’t need a receptionist to screen and divert incoming calls.

This automated message asks what a caller needs help with, and passes them to the most relevant person. Also known as an Interactive Voice Response (IVR), this call routing system saves time for everyone.

You can set up rules for the system online. So, if someone calls your business phone number and presses #2 for a customer support agent, you already have rules for which agent’s line will ring. (If you’ve got a call center, you can even opt for a group of agents’ lines to ring. The hosted phone system sends them to the next available agent.)

7) HD call quality 

A common concern for businesses switching to a VoIP-based phone system is the call quality. They assume the quality will suffer because the connections aren’t wired (and internet connections can be unstable).

That isn’t true. In fact, hosted VoIP calls are much clearer than traditional phone lines.

You’ll need a decent internet connection that’s at least 100 Kbps, but most ISPs provide at least a hundred times that (10 Mb).

That means you’re likely already set up to make and receive high-quality calls through a virtual phone system, even if you’re making long-distance calls.

Choosing a Hosted Phone System Provider

Choosing the right hosted phone solution is crucial. Here are some key factors to consider:

• Scalability and flexibility: Ensure the system can grow with your business and allow you to add features as needed.
• Features offered: Select a provider with the most relevant features to your business needs. Don’t overpay for functionalities you won’t use.
• Reliability and uptime: Look for a provider with a proven track record of reliability and uptime guarantees. Your business communication system is critical — ensure it’s always available.
• Security measures: Choose a provider with robust security measures in place to protect your sensitive information.
• Customer support: Reliable and responsive customer support is essential for any technical issues that may arise.

Ready To Switch To a Hosted Phone System? 

There’s no doubt that a cloud-hosted phone system is the way forward. Long gone are the days of copper wires creating mazes around your office and tired technology that needs replacing every few months.

But remember to check that your new phone service provider offers the advanced features you need. That way, your business won’t need to deal with outdated, costly phone systems that take over the entire office.

Pricing for our cloud phone system (which includes all of those features) starts from just $30 per user per month.

Don’t miss out.

Is your business still stuck with a clunky traditional phone system that limits scalability and drains your budget? VoIP offers a modern solution with significant cost savings (think: slashing your monthly bill by up to 60%) and advanced features that boost your communication efficiency.

However, some businesses shy away from VoIP due to perceived setup complexities. With the right approach, transitioning to VoIP can be smooth and seamless.

This guide will show you how to set up VoIP quickly, minimize upfront costs, and reap the full potential of your new business phone system.

Glossary of Key Terms

Here’s a quick synopsis of key terms we’ll use throughout the article for better context.

• VoIP (Voice over Internet Protocol): Makes phone calls using the internet instead of traditional phone lines.
• IP Phone: A phone specifically designed to make and receive incoming VoIP calls. It resembles a traditional telephone but connects to a network with an ethernet cable.
• Softphone: A software application that allows you to make and receive VoIP calls on your computer, tablet, or smartphone.
• VoIP Provider: A company that offers VoIP service, including phone numbers and features.
• Broadband Internet: A high-speed internet connection needed for reliable VoIP calls.
• VoIP Phone: A phone specifically designed for VoIP calls, often with features like call waiting and voicemail.
• SIP (Session Initiation Protocol): A common protocol for setting up and managing VoIP calls.
• Analog Terminal Adapter (ATA) or VoIP adapter: A device that connects a traditional analog phone to a VoIP network.
• Quality of Service (QoS): Settings on your router that prioritize VoIP traffic for clearer calls.
• Firewall: Security software to configure to allow VoIP calls.
• Port: A virtual connection on your network used for specific types of traffic, like VoIP (common ports include UDP 5060 and TCP 443).
• Latency: The time it takes for data packets to travel from one point to another. High latency causes delays in VoIP calls.
• Jitter: Variations in the delay of data packets that disrupt the flow of conversation in VoIP calls.
• Packet loss: When data packets don’t reach their destination, it causes choppy audio or dropped calls in VoIP.
• PBX (Private Branch Exchange): A business phone system that can be used with VoIP for features like call routing and extensions.
• Codec: Software that compresses and decompresses voice data for transmission over the internet.

What Is VoIP?

Voice over Internet Protocol (VoIP) is a communications technology that allows you to make voice calls over the internet instead of using traditional analog phone lines. It converts audio into digital data packets that travel over the internet.

How Does VoIP Work?

A VoIP phone system connects IP phones (also known as VoIP phones) or softphones (mobile and desktop apps) to the internet through a VoIP provider.

The audio is converted to data packets and transmitted over the internet using the internet protocol (IP). If necessary, the provider’s data center converts the data back to analog signals and routes it through the public switched phone network (PSTN).

VoIP technology eliminates the need to host any hardware or software on your end. A third-party VoIP provider takes care of the VoIP server and all the technical infrastructure for you.

VoIP phone system vs. analog phones

Traditional analog phones rely on a tangle of wires and dedicated phone jacks for each user. VoIP cuts the cord, letting you use your existing internet connection to make calls. This translates to:

• Reduced costs: No more installation fees for extra phone lines, and VoIP plans often offer significant savings on long-distance calls.
• Enhanced collaboration: VoIP systems integrate features like video conferencing, instant messaging, and voicemail to email, boosting communication and teamwork.

Instead of bulky landlines, VoIP uses SIP phones. These devices connect to your VoIP provider through your internet, eliminating the need for dedicated phone lines.

While traditional phone systems require a complex PBX (Private Branch Exchange) for multiple users, VoIP offers a more user-friendly approach.

What Do You Need for a VoIP Setup?

You can easily set up VoIP but you should first know what exactly you need for a VoIP setup.

1. High-speed internet connection

A reliable high-speed internet connection is crucial for VoIP phone service. VoIP calls require sufficient bandwidth to transmit audio data in real time without interruptions or quality issues.

Generally, you need at least 100kbps of bandwidth (both upload and download) for each concurrent call.

Most modern broadband internet plans from cable/fiber providers should suffice, but you’ll want to test your speeds. A wired ethernet connection is preferable to WiFi for VoIP to minimize interference and packet loss.

2. A reliable VoIP service provider

You’ll need to subscribe to a VoIP phone service from a trusted provider like Nextiva. The provider hosts the VoIP platform and routes your calls over the internet.

They assign you new VoIP phone numbers or allow you to port over existing numbers. Most providers offer monthly or yearly service plans with different features and number of lines.

3. VoIP phones/headsets or softphones

To make and receive VoIP calls, you need VoIP-enabled hardware like handsets, IP phones, VoIP headsets, or a softphone application.

• IP phones look just like regular phones but have an Ethernet port to connect to your network.
• Wireless VoIP headsets allow more mobility.
• Softphones work on your computer, tablet, or smartphone (Android or iOS) as a virtual phone and help you make calls from practically anywhere with a good internet connection.

4. Optional hardware

Here’s some additional equipment you might need:

• Routers: While not required, VoIP-capable routers with QoS can help prioritize voice packets for better call quality.
• Analog Terminal Adapters (ATAs): These adapt regular analog phones to work over VoIP by connecting to your router/network.

At the most basic, you need the internet pipeline, a VoIP “pipe” provider, and VoIP end-point devices as the minimum requirements to build a VoIP phone system. Optionally, additional hardware like VoIP routers and ATAs provide more flexibility.

7 Simple Steps To Set Up a VoIP Phone System

Now onto setting up your VoIP phone system. Let’s look at a few simple steps to quickly set up VoIP.

1. Test your network readiness

Before getting started, your internet connection must meet the bandwidth requirements to support VoIP calls without disruptions. As mentioned earlier, you’ll need at least 100kbps of upload and download bandwidth per concurrent call.

Run a speed test to verify your internet speeds, and test for factors like jitter and packet loss that can degrade call quality. Wired ethernet connections are preferred over WiFi to minimize interference.

If you have multiple users or bandwidth-heavy applications, configuring Quality of Service (QoS) on your router to prioritize VoIP traffic can help ensure optimal performance.

2. Choose the right VoIP hardware

Once your network is VoIP-ready, you’ll need to invest in the right hardware for your needs.

VoIP desk phones with RJ-45 ethernet ports provide a familiar telephony experience similar to traditional analog phones. Wireless VoIP headsets enable hands-free mobility.

If you want your phone calls to sound great, you should invest in a high-end VoIP desk phone like the Polycom VVX601. There are also less expensive options for both desk phones available if all you need is to make and receive phone calls.

For businesses looking to save on upfront costs, softphone applications that run on computers or cell phones can serve as virtual VoIP phones. Additionally, analog telephone adapters (ATAs) allow you to reuse your existing standard analog phones with your new VoIP system.

3. Find a VoIP Provider with matching features

With the networking and hardware requirements addressed, your next step is selecting the best VoIP service provider that offers the features your business needs.

Look for providers with advanced call routing capabilities to ensure calls are directed efficiently to the right person or department.

Auto-attendant and interactive voice response (IVR) menus present a professional front for greeting callers. Call analytics and reporting tools enable you to monitor agent performance and call metrics.

Many providers also integrate with customer relationship management (CRM) platforms and offer collaboration features like video conferencing, screen sharing, and team messaging.

Also, look for security features like end-to-end encryption and compliance with key data privacy protocols.

4. Get a business phone number

When signing up for a business VoIP service, you can choose to port over your existing phone numbers or get new local, toll-free, or vanity numbers (e.g. 1-800-FLOWERS) that align with your company’s branding and market presence.

Most reputable VoIP providers handle this porting process seamlessly.

5. Set up your VoIP phone system

Once you’ve established your VoIP provider account and acquired phone numbers, the final step involves physically installing and configuring your VoIP devices.

For dedicated VoIP phones, simply plug them into your office’s data network using ethernet cables. Follow the manufacturer’s instructions for connecting any VoIP headsets via cables or Bluetooth pairing. And install the softphone apps on computers or mobile devices designated for VoIP usage.

• Softphone Setup: Softphones are software applications that allow you to make and receive calls on your computer or smartphone. Download and install the VoIP provider’s software, then configure your account settings with the credentials provided by your provider. This typically involves entering your username, password, and VoIP server information. Once configured, test making a call to ensure everything works smoothly.
• IP Phone Setup: IP phones resemble traditional phones but connect directly to your network router. Connect the IP phone to the router using an ethernet cable. The phone will likely have a web interface or a menu system where you can enter your VoIP provider’s account information. Consult your phone’s manual for specific instructions. Once configured, pick up the receiver and give your new VoIP system a test run.

6. Test your new VoIP line

Even if you have a fast internet connection, it’s critical to thoroughly test your new VoIP phone lines before fully rolling them out. Pay close attention to the following factors when making test calls:

• Audio Quality: The calls should be clear and consistent without any static, echoes, or other audio issues that indicate low quality. Poor audio makes conversations difficult.
• Latency: There should be minimal delays between when you speak and when the other party hears it. Significant latency disrupts natural conversation flow.
• Connection Stability: Monitor if any calls temporarily drop or disconnect, which could be caused by firewall settings terminating calls after a certain duration like 11 minutes. Plan extended test calls of 15-30 minutes.

Try testing during periods of peak network activity when more devices/applications are consuming bandwidth. Network jitter and congestion can lead to dropped calls, choppy audio, and other VoIP issues.

Pro Tip: A wired ethernet connection direct to the router/network switch is always preferable to using Wi-Fi, which is more susceptible to interference that causes latency, jitter, and lost packets.

You can also test your caller ID functionality by calling (800) 444-4444, a diagnostic service number.
If you do encounter any persistent quality issues during testing, refer to guides on common VoIP problems and easy fixes.

7. Train your staff on VoIP features

For many businesses, transitioning to VoIP provides access to advanced telephony capabilities their traditional phone system lacked, such as:

• CRM integration for screen pops of customer data
• Custom call routing policies and rules
• Voicemail to email/text transcriptions
• Call recording to the cloud
• Video conferencing and collaboration tools

However, 63% of managers feel their staff is too slow to adopt new technologies. Ensure you provide proper training so employees understand and can leverage all the powerful VoIP features to be more productive.

Don’t assume training is unnecessary — take time to develop materials like training videos, documentation, guides, etc. Top VoIP providers offer extensive libraries of pre-built training resources that cover the system’s full capabilities.

Also, use the provider’s customer support for additional one-on-one guidance to go over any outstanding questions as your staff gets acquainted with the new VoIP system and unified communications tools.

Can You Set Up Your Own VoIP at Home?

Residential VoIP service is available through internet phone services offering affordable monthly plans for home phone users to make VoIP calls. You can either use VoIP hardware phones that connect to your router, or softphones on computers/smartphones to handle calls over your internet connection.

However, while self-provisioning residential VoIP is feasible, using a business-grade hosted VoIP solution is recommended, especially for home-based businesses.

Business VoIP providers offer more robust unified communications features beyond just voice calls, such as video conferencing, SMS, collaboration tools, CRM integration, and advanced call-handling capabilities that enhance professionalism and productivity even when working remotely. The service is more scalable and comes with prioritized customer support compared to residential VoIP options.

5 Best Practices To Set Up VoIP

Here are some key considerations and best practices to help your VoIP system work efficiently and optimally.

1. Invest in VoIP-optimized equipment

Use VoIP-optimized desk phones, headsets, routers, and other equipment optimized for voice traffic prioritization. Legacy hardware may not provide the performance and call quality needed. Consider devices that support Power over Ethernet (PoE), a standard that allows network cables to carry electrical power.

2. Use softphones instead of complicated VoIP hardware

While physical VoIP hardware still has its advantages, using softphones simplifies VoIP implementation with no complicated setup procedures.

You bypass the hassles of purchasing, configuring, and wiring dedicated VoIP phones or ATAs. Softphone applications run on devices you already own like computers, tablets, and smartphones, and integrate directly with your VoIP provider’s service to make/receive calls over the internet.

They save you hardware costs, set up in minutes by just downloading the app, use existing devices, and offer mobile flexibility instead of desk phones.

3. Secure your VoIP system

Enable encryption for VoIP calls and adopt VoIP security best practices like firewalls, VPNs, access control policies, and keeping firmware updated to mitigate risks of toll fraud, eavesdropping, or Denial of Service (DoS) attacks.

4. Monitor, analyze, and optimize

Continuously monitor your VoIP system’s performance using built-in analytics tools. Identify usage patterns, call quality issues, and proactively maintain optimal performance through upgrades or adjustments.

5. Plan for redundancy and failover

Implement network redundancy like secondary internet connections from different providers. Configure automatic failover to these backup links if the primary connection fails, maintaining VoIP availability.

VoIP Troubleshooting Tips

Once you set up using VoIP, it’s good to know about common VoIP issues and keep some troubleshooting tips handy to avoid downtimes and customer frustration.

Follow these VoIP troubleshooting tips and take a structured approach to identify and resolve most VoIP quality and performance issues during setup and ongoing usage.

Use wired ethernet connections

While modern WiFi can handle VoIP calls reasonably well, a wired ethernet connection directly to your router/switch is still the recommended option for VoIP.

Wired connections provide a more stable connection with lower latency, jitter, and packet loss compared to WiFi, which is susceptible to interference and congestion. This results in higher voice quality and fewer dropouts.

Configure QoS to prioritize voice traffic

Many routers and networks allow you to configure Quality of Service settings to intelligently prioritize VoIP/voice packets over other data like web browsing and video streaming. Properly implementing QoS ensures your VoIP calls get the bandwidth priority they need for crystal-clear audio, even during network congestion.

Test lines under regular and peak network loads

Test your VoIP lines not just when the network is idle, but also during peak usage hours when bandwidth is being consumed by other devices/applications. Voice quality issues like choppiness, static, and dropouts are more likely to occur when the network is under heavy load.

Contact your provider’s support for persistent issues

If you’ve tried all the troubleshooting steps and are still experiencing persistent voice quality problems or poor connectivity, don’t hesitate to contact your VoIP provider’s customer support. Describe the issues in detail so they can help analyze reasons like network misconfiguration, firewall settings, router compatibility, and more.

Bonus tips

Here are some more tips to keep in mind:

• Reboot network hardware periodically: Routers, switches, and other network hardware can occasionally get bogged down and disrupt VoIP performance. A periodic reboot can clear memory/resources.
• Update firmware and drivers: Ensure all hardware like VoIP phones, headsets, and network gear are running the latest up-to-date firmware/drivers for stability and bug fixes.
• Check your bandwidth usage: If VoIP calls worked fine initially but voice quality degraded over time, you may need to analyze your network’s total bandwidth usage from other applications like cloud backups, file sharing, etc. Increase bandwidth if needed.
• Use a VoIP test tool: There are free online tools like Nextiva’s VoIP speed test that can test your connection’s VoIP readiness and identify culprits like packet loss or jitter-causing issues.

How Nextiva Simplifies Your VoIP Setup

If you’re looking to set up VoIP without getting bogged down in setup complexities, look no further than Nextiva. Our award-winning VoIP solution streamlines the process, ensuring a smooth transition for your business.

Nextiva is more than just a VoIP phone service; we’re a partner in your business communications.

With our user-friendly setup, extensive training resources, and exceptional support, we empower you to use the power of VoIP and seamlessly communicate with your customers.

What do we offer?

• Effortless setup with pre-provisioned phones: Nextiva’s VoIP desk phones arrive pre-provisioned, meaning all you need to do is plug them in and watch them spring to life.
• Become VoIP Savvy with extensive training resources: Get a comprehensive library of training resources.
• Unparalleled support whenever you need it: Our 24/7 Amazing Service is always on standby to answer your questions, troubleshoot any issues that may arise, and ensure your VoIP system continues to operate smoothly.
• Feature-rich solutions tailored to your needs: You get a variety of feature-rich plans catering to businesses of all sizes.
• Affordable pricing: The basic small business plan starts at just $18.95 per user per month, making it an ideal choice for businesses seeking a feature-rich VoIP solution without breaking the bank.

Whether your team is scattered across the globe, thrives in a central office environment, or uses a hybrid approach, Nextiva’s cloud VoIP adapts to your specific needs.

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Conversational analytics software does much more than simply creating transcripts.

It gives deep insights into customer conversations, helping businesses fine-tune their strategies across various departments. It interprets and analyzes a conversation’s context, which makes it easier for companies to make informed business decisions.

It’s advisable to focus on conversational artificial intelligence (AI) tools that comply with privacy regulations and follow best security practices. Since the software directly deals with customer information, non-compliance leads to violations that might result in a data breach.

This article will guide you through using conversational analytics software effectively, enabling you to get the actionable insights you need to deliver a stellar customer experience while remaining legally compliant.

Conversational Analytics Software Across the Enterprise

Sales, marketing, customer service, product, and UX teams all have a use case for conversational analytics, though each department uses it for different purposes.

How a sales team uses conversational analytics

A sales team uses conversational analytics software to preserve context from customer interactions. This software gives managers accurate customer insights and allows new reps to quickly take over ongoing deals.

Sales reps often forget to enter all the necessary information in their customer relationship management (CRM) software, leading to inaccuracies. When inaccurate or incomplete data is supplied to a new rep, they spend most of their time connecting the gaps and trying to absorb the context of discussions.

Conversational analytics software automatically:

• Records customer interactions and performs conversation analysis.
• Transcribes these discussions and adds a summary of key takeaways.
• Feeds the data into a CRM.

Automation reduces human error, making the data more accurate for new salespeople to work on.

Teams use conversational analytics software to set best practices and benchmarks. The software enables you to coach team members to become top performers based on insights from past conversations that led to successful deals.

You can also see what went wrong during customer calls and give prescriptive suggestions, helping your team improve. The tool can help you establish a benchmark and track agents’ performance KPIs and metrics to ensure they trend upward.

Conversational analytics software allows you to create bite-sized training materials for new reps. Using these guides, reps become better equipped to execute winning strategies on repeat.

Here are a few notable areas where conversation intelligence tools benefit the sales team:

• Automates note-taking: Salespeople focus more on the conversation and ask better qualifying questions on sales calls when conversational analytics software takes care of notes.
• Forecasts deals: The software studies signals from conversations on phone calls or any other channel and helps users understand where the deal stands and how to approach it.
• Provides competitor insights: It lets users track and compare win vs. loss rates among other solutions and services on the market.
• Qualifies deals: The software understands a deal’s progress and gives it a lead qualification score, making it easier to prioritize.
• Offers predictive sales intelligence: Based on the conversation’s context, the software highlights upsell and cross-sell opportunities for your team to engage prospects.

How a marketing team uses conversational analytics

A marketing team uses customer interactions to understand buyer motivations and concerns. They refine marketing personas consistently as insights come in, helping them tweak their messaging accordingly.

Conversational analytics software picks up customers’ sentiments from their interactions with the company. Marketing teams craft messaging that complements the sentiment analysis and customer feedback. Such conversations often reveal unmet customer needs or product gaps, helping you discover new competitive opportunities for your product. If a gap frequently emerges in conversations, you can share it with the product team for consideration in future sprints.

Source: Deloitte

Here are a few ways conversational analytics platforms help marketing teams increase personalization opportunities: 

• Keeps track of new trends: The software records what customers talk about and what they might need next. It helps companies better plan their go-to-market initiatives.
• Adjusts content strategy: The software’s valuable insights show information gaps you can bridge through content, such as creating an onboarding guide to increase product adoption.
• Provides sentiment and product analysis: Understanding the feelings customers have toward products and services helps your messaging resonate with your customers.

Conversational analytics helps marketing team members to keep up with change and make sure their strategies are improving. It enhances and optimizes customers’ experiences, fueling business growth.

How customer service and customer success teams use conversational analytics

Intelligent virtual agent (IVA) solutions quickly pick up FAQs and common issues based on customers’ historical interactions with contact centers. This lets the customer service team create a reliable knowledge base and encourages customers to self-serve.

When integrated with a contact center platform, conversational IVAs recognize common concerns and either respond directly or give support reps tips on overcoming these problems effectively. They can also arm agents with the knowledge and communication skills needed to fill gaps in a call center.

Here are some common ways customer service teams use conversation intelligence platforms in their workflows:

• Speed up responses: Conversational AI makes it easier for you to respond to frequent queries automatically. Customers get a response faster while your team looks into more critical issues with improved focus.
• Personalize support: With a holistic understanding of a customer’s preferences, history, and behavior, your agents can better personalize support interactions and suggest other solutions for more upselling and cross-selling.
• Provide agent training: The software lets agents identify and receive training on the parts of conversations they struggle with, improving their skills.
• Improve first-contact resolution rates: With conversational analytics software, you can easily see and understand how a support person closes a ticket and achieves a first-contact resolution in real time. By using the same process to train existing or new agents in a company, you can save costs by resolving queries faster.

How product and UX teams use conversational analytics tools

The product team uses insights from customer support interactions to understand user frustrations or pain points with existing features. Conversational analytics makes the process faster and more scalable for the team.

These insights allow product team members to understand how customers use features and to identify areas for improvement.

Here are some ways conversational analytics software helps product and UX teams:

• Reveals the actual customer journey: The software details a customer’s journey to purchase a product or service based on insights from sales conversations. It lets you discover customer engagement opportunities, offering a better user experience and increased customer satisfaction.
• Flags customer issues: The software allows you to investigate a customer’s issues deeply. It helps you spot common problems in the product and fix them before they turn into deal breakers.

Security and Privacy Considerations of Conversational Analytics Software

Conversational analytics software processes highly sensitive and confidential customer data. Make sure you check with the vendor about their practices to maintain data privacy and comply with regulations.

Confidentiality risks

In a survey, 39% of respondents felt that using public generative AI could leak conversational data.

Public AI models may not be sufficiently secure to trust with confidential customer conversations. Any exposure to such sensitive information can lead to data breaches or legal consequences. These models train themselves through natural language processing and machine learning using the data you input.

For example, ChatGPT’s model training FAQs clearly state, “We also use data from versions of ChatGPT and DALL·E for individuals.”

Before onboarding any software tool, discuss the vendor’s data security practices with your IT and security teams to ensure you keep your customers’ data confidential.

Data governance

While handling confidential information, it’s advisable to enforce data governance policies. Simply put, you must anonymize any sensitive or personally identifiable information processed by conversational analytics tools.

This will help you prevent unauthorized access to customer data, keeping customers and the company’s interests safe. 

Compliance

While processing customer data, make sure you don’t violate privacy laws like the General Data Protection Regulation and the California Consumer Privacy Act. These regulations advise on data collection, storage, and usage guidelines. You also need to adhere to their advisory to avoid hefty fines or damage to your reputation. 

From HIPAA to PCI DSS to FINRA to non-discrimination, there are many different kinds of compliance when it come to contact centers.

Best Practices for Using Conversational Analytics Software

Making the most of conversational analytics software involves much more than setting up the tool. Here are a few tips that will help maximize the value you get from your investment while keeping your customers’ data safe:

• Choose secure and compliant software: Consider conversational analytics software with robust security features to keep customer data confidential. Ensure that it has everything you need to comply with industry regulations and protect your business from legal damages or from ruining your reputation.
• Give proper data handling training: Anyone using the analytics software should be trained in appropriate data handling practices. They should know what they can or cannot feed into the software and how to anonymize sensitive information to secure customer data.
• Put insights above transcripts: While reading through specific details of customer conversations might be infinitely tempting, the insights you gather from conversational analytics software add real value.
• Integrate with other data sources: Integrations let your conversational analytics software work with other CRM and data platforms to unify customer data. When you see the complete picture, it becomes easier to make data-driven decisions.

Nextiva: A Secure Conversational Platform

Nextiva offers a streamlined customer conversation solution with enterprise security features to safeguard customer and business data. It adds a protective layer over customer data and seamlessly integrates with CRM and customer support platforms to offer a holistic view of customer information.

Nextiva offers valuable insights from customer conversations, helping you make informed business decisions. It gives you a competitive edge in creating customer-centric products and services with a unified conversational strategy.

CloudTalk is a cloud-based call center solution for sales and support teams that facilitates personalized, data-driven customer interactions. It offers local, mobile, or toll-free numbers in over 140 countries and integrates with popular CRM, help desk, and e-commerce platforms.

CloudTalk comes with some valuable features for contact centers, which is why it’s a popular option for remote teams and call centers. That said, it’s far from the only solution on the market, and many customers could benefit from choosing CloudTalk alternatives instead. 

This article explores top CloudTalk competitors, highlighting their key features, strengths, and weaknesses, so you can choose the one that best fits your business case.

What Are Some of CloudTalk’s Strengths?

CloudTalk stands out as a call center software due to its blend of functionality and flexibility.

Here’s a closer look at what makes it a popular choice:

• Customization power: Design call queues, flows, routing rules, and automation to efficiently direct callers and boost agent productivity. Callers reach the right department with a few clicks.
• Essential features: CloudTalk provides core contact center features like call recording, interactive voice response (IVR), voicemail, real-time customer data, power dialing, and smart dialing to optimize outbound calls.
• Performance insights: Built-in analytics help you monitor agent performance and identify areas for improvement.
• Seamless integrations: CloudTalk integrates with popular CRM and helpdesk platforms for effortless data management and a complete customer view for agents. Popular integrations include Salesforce, HubSpot, Pipedrive, and Freshdesk.
• Omnichannel communication: The platform goes beyond calls with SMS/text and mobile app support, offering customers flexibility in how they connect with your business.
• Remote-ready: CloudTalk’s cloud-based system empowers remote work, allowing agents to provide support from anywhere with an internet connection.

Why Consider CloudTalk Alternatives

Several factors can prompt businesses to look beyond CloudTalk. Here are some common reasons:

• Pricing complexity: CloudTalk’s pricing structure can be intricate, with per-user costs that might seem expensive for small companies compared to competitors.
• Limited customer support: While CloudTalk offers email support on all plans, phone support is only available on higher-tier plans. This can be inconvenient for businesses seeking more comprehensive support options.
• Slow communication: Some CloudTalk users have reported slow response times via email and challenges with canceling accounts or reaching support.

Top 6 Alternatives To CloudTalk

If you’re exploring a new contact center solution and aren’t sure that CloudTalk is the right fit, the good news is that there are plenty of alternatives on the market. 

Here’s a summary table comparing the best CloudTalk alternatives:

Solution	Starting Price	Top Use Cases	Strengths	Weaknesses
Nextiva	$50/user/month	All-in-one UCaaS, Call centers	Ease of use, reliability, exceptional customer support	Not just a basic call center
Five9	$175/user/month	Enterprise call centers	AI/ML capabilities, advanced integrations, workforce optimization	Frequent reports of downtime, requires integrations for advanced features
Talkdesk	$85/user/month	VoIP call centers	Conversational AI, self-service, agent onboarding and assistance	Steeper learning curve
Dialpad	$80/user/month	AI-driven cloud contact center	Real-time guidance, transcriptions, open APIs	Limited video conferencing in the base plan, advanced features need integrations
Aircall	$30/user/month (min 3 users)	Straightforward VoIP system	Simple UI, call monitoring, CRM integrations	No video conferencing on lower tier plans, minimal customization on the base plan
Genesys	$75/user/month	Enterprise cloud contact center	Customizability, end-to-end CX visibility, open platform	Complexity, reports of performance issues

Let’s take a detailed look at CloudTalk’s top 6 competitors for call centers looking for virtual business phone systems and business communication platforms. 

1. Nextiva

Nextiva is a comprehensive unified communications (UCaaS) platform that goes beyond voice calls, offering features like video conferencing, team collaboration tools, and SMS/text messaging. It recently acquired Thrio, a leading contact center platform, to integrate AI-powered functionalities.

Key features

Some key standout features of Nextiva include:

• High-definition voice and video calling: Crystal-clear audio and seamless video conference calls foster impactful communication and collaboration across teams.
• Team collaboration tools: Nextiva integrates features like instant messaging and project management tools, streamlining internal communication and project workflows.
• SMS/text messaging: Engage with customers directly through text messages, offering a convenient and immediate communication channel.
• Intelligent call routing: Advanced call routing options include skills-based routing that directs inbound calls to agents with the most relevant expertise, which improves resolution times and customer satisfaction.
• Conversational AI: Uses AI in its Interactive Voice Response (IVR) system to understand customer inquiries and direct them appropriately.
• Workforce management: Helps with agent scheduling, performance tracking, and quality monitoring, ensuring optimal staffing levels and efficient agent performance.
• Analytics and reporting: Provides valuable data and reports on call center performance, helping businesses identify areas for improvement and optimize their operations.

Key strengths

Beyond its feature set, Nextiva boasts several strengths:

• Unmatched user experience: Nextiva is known for its intuitive and user-friendly interface, making it easy for teams to adapt and leverage its functionalities.
• Exceptional reliability: The platform prioritizes uptime, delivering high service availability (99.999%) and consistent high-quality call connections.
• Top-tier customer support: Nextiva receives consistent customer reviews for its readily available and helpful customer support team, ensuring you receive prompt assistance whenever needed.

Best for: Businesses of all sizes that need comprehensive unified communications with cloud-based call center functionality.

Considerations: While Nextiva caters well to businesses of all sizes, its pricing structure might be less competitive for users seeking a strictly basic call center solution.

2. Five9

Five9 is a prominent cloud-based software provider offering a comprehensive contact center solution. Their platform enables businesses to manage customer interactions across multiple channels, including voice, email, chat, social media, and SMS.

Key features

Some of its top features include:

• AI-powered call summaries: Automatically generate summaries of customer calls for faster review, improved agent training, and deeper customer insights.
• Workflow automation: Automate mundane tasks and streamline workflows to enhance agent efficiency and free up time for more complex customer interactions.
• Machine learning predictive dialing: Optimize outbound calling efforts by predicting when agents will most likely connect with live customers.
• Real-time analytics and quality assurance: Gain real-time insights into agent performance and call center operations.

Key strengths

Businesses who choose Five9 can benefit from the following strengths:

• Sophisticated feature set: Five9 offers a comprehensive suite of features that cater to advanced contact center needs, including AI functionalities and robust analytics.
• Omnichannel communication: Facilitates seamless customer interactions across various channels, ensuring consistent and positive experiences.

Best for: Five9 is well-suited for midsize to large call centers prioritizing AI/ML capabilities and third-party integrations.

Considerations: Some users report occasional downtime issues with Five9. Its feature richness might necessitate a steeper learning curve for some teams, and pricing may be a factor for budget-conscious businesses.

3. Talkdesk

Talkdesk is a global contact center solution known for extensive AI functionality across various aspects of customer service, from self-service options to agent support and customer experience analysis.

Key features

Some of Talkdesk’s standout features include:

• Real-time agent support: Talkdesk equips agents with real-time coaching and guidance during calls, using AI to suggest appropriate next steps and optimize performance.
• In-depth data analytics: Gain comprehensive insights into agent performance, call center operations, and customer interactions with the software’s robust data analytics tools.
• Workflow automation: Self-service solutions powered by generative AI and no-code AI tools help automate workflows, boosting agent productivity.

Key strengths

Talkdesk’s most significant strengths include: 

• Customizability: Businesses can tailor Talkdesk to their specific needs by customizing call flows, menus, and agent scripts.
• Integrations: Talkdesk integrates with many CRM and helpdesk applications.
• AI focus: The platform integrates AI throughout the customer service journey, from self-service options to agent support and analytics.

Best for: While there are debates about the efficacy or use cases of contact center AI, Talkdesk is best for companies looking to leverage AI/automation to empower live agents.

Considerations: Talkdesk, with its AI functionalities, might have a steeper learning curve compared to simpler solutions. Pricing might also be a consideration for some businesses.

4. Dialpad

Dialpad is another AI-focused contact center solution offering omnichannel functionality. The platform offers live coaching and call sentiment analysis through AI features.

Key features

Some of Dialpad’s standout features include:

• AI-powered call transcription and coaching: Dialpad uses AI to transcribe calls in real time, allowing for easier review, agent training, and performance evaluation. AI also offers real-time coaching suggestions to agents during calls.
• Live call coaching: Managers can monitor calls and provide live coaching to agents in real time.
• Omnichannel support: The platform goes beyond traditional phone calls, offering SMS/text messaging and web chat functionalities for customers to connect with your business.

Key strengths

Dialpad stands out for its:

• AI-powered features: AI for tasks like smart call routing and bot-assisted chat improves efficiency and customer experiences.
• Scalability: The cloud-based platform adapts to growing businesses, supporting a wide range of user phone numbers.
• Contact center features: Offers advanced features like automatic call distribution and real-time analytics, ideal for businesses needing robust contact center capabilities.

Best for: Businesses wanting to lean into AI-based VoIP or virtual phone systems, particularly if Dialpad’s integrations are already in their tech stack.

Considerations: While Dialpad offers strong integrations, some advanced features, like scheduling meetings, require additional subscriptions to third-party calendar tools (e.g., Google Workspace or Microsoft 365). This can add to the overall cost depending on your specific needs.

5. Aircall

Aircall is another CloudTalk competitor worth considering, particularly if you’re looking for a relatively straightforward VoIP system. It was designed with sales and customer support teams in mind.

Key features

Some of its standout features include:

• Straightforward user interface: Boasts a simple and intuitive interface, making it easy for teams to learn and adopt, especially for new cloud-based call centers.
• Reliable CRM integrations: Integrates seamlessly with popular CRM platforms.
• Scalability with add-ons: Offers a scalable solution, with the option to add on features like AI-powered functionalities and advanced analytics as your business needs evolve.

Key strengths

• Cost-effectiveness: Compared to traditional phone systems, Aircall offers potentially lower costs, offering flexible pricing plans.
• Improved collaboration: Aircall facilitates seamless internal communication and collaboration, making it easier for geographically dispersed teams to work together.
• Focus on customer experience: Integrations with CRMs and features like call routing and analytics empower teams to deliver a better customer experience.

Best for: Small businesses needing a straightforward VoIP phone system with call monitoring/reporting.

Considerations: Aircall’s Essentials plan, with a minimum requirement of three users, might not be suitable for very small teams. Additionally, the Essentials plan offers limited customization options and excludes video conferencing features, which might be limiting for some businesses.

6. Genesys

Genesys offers omnichannel CS solutions, cloud and AI technology, and flexibility to customers looking for a VoIP platform. Its contact center software offers cloud telephony for voice and digital services. 

Key features

Some of the platform’s highlight features include:

• Predictive web engagement: AI anticipates customer needs on your website and proactively engages them with chatbots or targeted assistance, minimizing wait times and streamlining the customer journey.
• Conversational AI: AI-powered chatbots can handle basic inquiries and resolve simple customer issues.
• Agent Assist and Speech Analytics: Empowers agents with real-time AI suggestions and insights gleaned from speech analytics to improve communication effectiveness.
• Omnichannel customer journey management: Facilitates seamless customer interactions across various channels, including phone calls, chat, email, social media, and web messaging.

Key strengths

• AI-powered automation: Chatbots, self-service options, and intelligent routing boost efficiency and improve customer experiences.
• Data-driven insights: Comprehensive analytics empowers businesses to understand customer behavior, identify trends, and optimize their contact center operations.
• Scalability and customization: Genesys caters to businesses of all sizes, with the ability to scale to meet growing needs and extensive customization options to tailor the platform to specific requirements

Best for: Enterprise businesses looking for a unified, AI-driven cloud contact center solution with plenty of functionality and integration options. 

Considerations: Some customer reviews mention occasional reliability and performance issues with Genesys, such as dropped calls or lag. Its extensive feature set might be overwhelming for businesses seeking a simpler solution, and pricing might be a factor depending on the specific features required.

Key Takeaways on Choosing the Best Solution

There is no one-size-fits-all. But taking a structured approach to evaluate your current and future needs across factors like features, UX, integrations and pricing will help identify the call center solution that aligns best with your organization’s goals.

Here are some key takeaways to take home.

• Define your must-have features and prioritize pricing, ease of use, advanced capabilities like AI/automation, third-party integrations, and scalability needs.
• For very small teams or basic call center needs, simpler VoIP solutions like Nextiva Essentials or Aircall could be a good fit at a lower cost.
• If AI-driven capabilities like conversation intelligence, real-time analytics, smart routing, and self-service are paramount, evaluate Nextiva contact center, Dialpad, Five9, Talkdesk, and Genesys.
• For larger enterprise deployments requiring deep customization, open APIs, and end-to-end CX visibility across channels, Genesys and Five9 provide those robust, albeit more complex platforms.
• Pay close attention to reliability, uptime, and performance based on user reviews. Solutions like Nextiva received exceptional reviews, while Five9 had multiple complaints about frequent downtime.
• Make integrations with your existing CRM, business tools, and cloud platforms a key criterion. Aircall, Dialpad, and Five9 stand out for their pre-built integration marketplaces.
• Don’t overlook the user experience and the learning curve for agents and admins. Nextiva, Aircall, and Dialpad are highlighted for their simplicity and ease of use.
• Map out your long-term growth path and consider scalability. While more stripped-down initially, some solutions like Dialpad allow scaling up affordably with add-ons.
• For companies dealing with sensitive customer data, evaluate security robustness. Nextiva, Genesys, Five9, and Talkdesk have stringent security certifications like HIPAA, PCI-DSS, and SOC compliance.
• If possible, take advantage of free trials or demos to properly test out the top contenders’ software, integrations, and experience in your specific environment before deciding.

The Verdict: Why Nextiva Wins

There are plenty of solid options when you’re considering CloudTalk or any of its competitors. Ultimately, every call center should review the options and choose the tool that best meets its immediate and future needs.

That said, Nextiva is the best CloudTalk alternative as a call center solution, offering a strong balance of core essential functionality, advanced features, and scalability all at an affordable price point.

Call centers often choose Nextiva’s UCaaS system for the following reasons:

• Easy to use and manage: Its intuitive, user-friendly interface eases adoption, and it is ideal for smaller teams.
• Top-notch support: Reliable assistance and a dedicated account manager ensure smooth operation regardless of the cost of your plan or your number of users. 
• Strong uptime: Its 99.999% uptime and consistent high call quality ensure an excellent customer experience. 
• All-in-one features: It offers VoIP, CRM integration, automation, and more all in one convenient platform.
• Good scalability (SMB-friendly): It offers tailored features and pricing for manageable growth regardless of your contact center headcount.
• Cost-effective alternative: It is affordable compared to complex enterprise solutions.
• Unlimited calling: There’s no need to track minutes, inbound vs. outbound call capacity, or utilization rates; just focus on providing the best service possible. 
• World-class streamlining and integrations: It simplifies communication workflows to improve contact center agent efficiency.

When choosing a contact center solution, make sure you consider the features you need — not just the ones that sound impressive. Many call centers benefit from a well-rounded UCaaS system that has the essential features they need and reliable performance. 

OpenPhone has become a popular business phone system, especially for startups and remote teams, thanks to its affordability, mobile-first design, and user-friendly interface.

But what happens when your team expands? This is where limitations can creep in. You need a communications solution that tackles your current business needs and scales seamlessly as your team grows.

With a vast array of options on the market, comparing features, pricing, and scalability across providers can be overwhelming. We’ll dive into popular alternatives to OpenPhone and how these competitors stack up to help you choose the best business phone system for your growing business.

Why Businesses Choose OpenPhone

Let’s start by understanding why OpenPhone attracts small businesses:

• Budget-friendly: OpenPhone’s pricing starts at $15/month per user, making it ideal for startups and entrepreneurs on a tight budget.
• Mobile-first design: Built for remote teams and on-the-go employees, OpenPhone excels with its mobile app functionality.
• Simple setup: Easy to configure and use right out of the box, OpenPhone appeals to users who aren’t particularly tech-savvy.

While OpenPhone is known for its affordability, mobility, and ease of use, it might lack features for growing companies. Let’s explore some scenarios where you might consider a more robust alternative.

When To Look for an OpenPhone Alternative

Here are some signs that it might be time to search for a better business VoIP provider than OpenPhone:

• Limited hardware support: Unlike many competitors, OpenPhone only offers software-based calling, meaning you can’t use traditional VoIP-ready office phones.
• Questionable call quality: Reviews of OpenPhone’s service mention dropped calls, echoes, and poor audio quality — not ideal for critical customer interactions.
• Feature limitations: OpenPhone lacks video calling, basic call routing options, call monitoring, and advanced call center functionalities.
• Integration gaps: Compared to competitors, OpenPhone has fewer built-in integrations with popular business apps.
• Scalability concerns: As your company grows, its communication needs will diversify. OpenPhone might not accommodate requirements like hard phone compatibility.
• No support number: OpenPhone doesn’t currently have a dedicated customer support number, not ideal for time-sensitive issues.

If you encounter any of these limitations with OpenPhone, it’s worthwhile exploring alternative business communication tools designed to support the evolving needs of growing companies.

Top OpenPhone Alternatives

Here’s an at-a-glance view of the leading alternatives to consider:

Solution	Key Features	Starting Price/User	Best For	Strengths
Nextiva	Voice, video, messaging, advanced call management, CRM integrations, and customizable reports	$18.95/month	Scaling businesses that need reliability and enterprise-grade features	Reliability, features
Aircall	Cloud phone system, call routing, monitoring, voicemail, and SMS capabilities	$30/month	Lean support and sales teams looking for simplicity	Simplicity, ease of use
Grasshopper	Virtual business phone service, basic call management, and unlimited US/CA calling	$14/month	Solopreneurs or micro-businesses on a tight budget	Affordability
Dialpad	Cloud business phone system with voice, video, and messaging	$15/month	Remote-first companies that need mobile-centric solutions	Mobile-centric
GoTo Connect	Cloud PBX phone system with call routing, SMS, and integrations	$27/month	Mid-size companies that need to customize their workflows	Scalability, workflows
RingCentral	Robust voice, video, and messaging with advanced call management	$20/month	Larger growing companies that need enterprise-level capabilities	Unified platform, API
Vonage	Business phone system with basic call management and voicemail transcription	$13.99/month	Budget-conscious SMBs that need just the essential features	Integrations, value
Google Voice	Cloud-based virtual phone number and call and text forwarding	Free	Microbusinesses and solopreneurs on extremely tight budgets	Free, basic features
Ooma Office	Cloud business phone service with virtual PBX capabilities	$19.95/month	Small companies that need basic, low-cost solutions	Low upfront cost
CloudTalk	Cloud-based business phone system with call routing and IVR menus	$25/month	Very small teams that need easy plug-and-play options	Easy setup, drag-and-drop

Now, let’s take a closer look at how each one stacks up against OpenPhone.

1) Nextiva

For growing SMBs, Nextiva is probably the closest direct replacement for OpenPhone in terms of capabilities and scale. Let’s look at some of the key advantages of choosing Nextiva as your business phone system:

• Reliable uptime: Nextiva has 99.999% uptime and redundant call routing, so you can expect crystal clear call quality without dropped calls.
• Future-proof scalability: It scales easily, whether your company has five employees or more than 5,000. There’s no need to replace it as your business grows.
• Enterprise-grade features: It offers intelligent call routing, automation, dialers, unlimited calling, advanced IVR menus, and real-time analytics. You’ll get everything you need to optimize workflows.
• CRM integrations: Its native CRM integrations with Salesforce, Zendesk, and more will sync your contacts and call data.
• Flexible plans: Nextiva offers mix-and-match voice, video calls, messaging, and contact center plans to meet your needs. The company’s cost-effective pricing scales affordably.

Best for: Nextiva is the leading unified communications service provider for growing teams that need the reliability and advanced features OpenPhone lacks. Nextiva brings enterprise-level capabilities but is easy to use.

2) Aircall

Aircall is a user-friendly cloud-based phone system designed for modern teams. As a virtual phone system, Aircall gets attention because of its simplicity and streamlined experience.

Here are some of the key advantages of choosing Aircall as your company’s phone system:

• Its interface is intuitive: Aircall’s drag-and-drop workflows and configurable dashboards are very easy to use.
• It’s built for service teams: It has helper features such as canned responses and dispositions to optimize support workflows, plus add-ons like caller IDs to enable personalized service.
• It’s got SMS capabilities: Its SMS capabilities enable your employees to send and receive text messages from the dashboard to engage your customers.
• Its porting tools are easy to use: It provides simple tools for porting your existing business numbers over to its system.
• Its pricing plans are pay-as-you-go: Aircall has no annual contracts. And it allows you to scale or cancel its service at any time.

Best for: Aircall is an ideal choice for lean service and sales teams that want simple solutions. Its user-friendly design balances capable basic features comparable to OpenPhone’s.

3) Grasshopper

If keeping costs ultra-low is your top priority, you might find Grasshopper appealing. It offers a basic business phone service starting at just $14/month per phone number. Here are the key details about its service:

• Incredibly low pricing: Grasshopper has some of the most affordable rates among VoIP providers, which makes it ideal for bootstrapped startups.
• No per-user fee: Its price is calculated per phone number, so you only pay for the service you need.
• Essentials-only focus: It provides a straightforward virtual phone service with basic call forwarding and management.
• No proprietary hardware: It allows you to bring your own devices with you. Your employees can use their existing cell phones or desktop phones.
• Unlimited calling: Grasshopper offers unlimited calling within the United States and Canada, which keeps your costs predictable.

Best for: Grasshopper suits solo entrepreneurs and micro-businesses who need basic phone services on tight budgets.

4) Dialpad

Dialpad is a modern business VoIP solution built mobile-first for remote teams. Its standout features include:

• Top-notch mobile apps: Dialpad’s streamlined iOS and Android apps allow for effortless calling and collaborating on the go.
• Video conferencing: Dialpad’s service allows your employees to make native video conference calls from the same workspace.
• Team messaging: Its service includes in-app messaging for quick conversations with colleagues.
• AI-powered features: Its AI-powered capabilities include real-time transcription, talk detection, and auto-generated notes.
• 14-day free trial: Dialpad allows you to test-drive its service risk-free before committing to it.

Best for: For distributed teams and remote workers, Dialpad is a high-quality mobile-centric alternative comparable to OpenPhone.

5) GoTo Connect

GoTo Connect strikes a balance between simplicity and customization, making it an acceptable choice for growing mid-size companies. Here are some key points about its offerings:

• Intuitive admin portal: GoTo Connect has an easy-to-use web interface to manage users, call routing, IVRs, and more.
• CRM integrations: Its native integration with Salesforce helps sync contacts and information.
• Voicemail transcription: Its voicemail transcription service converts voicemails to text for quick reviewing.
• Auto attendants: With GoTo Connect’s auto attendant service, you can set up custom interactive voice menus to route callers seamlessly.
• On-demand expansion: It allows you to scale across locations and teams while maintaining robust support.

Best for: GoTo Connect sits in the middle ground between basic services and enterprise solutions. It combines the simplicity of OpenPhone with more tailored workflows.

6) RingCentral

RingCentral is one of the long-standing leaders in business VoIP. This provider has a robust enterprise-grade platform. Here are some of the key advantages of choosing RingCentral as your business phone system as an alternative to OpenPhone:

• Unified platform: It provides an all-in-one system for your business’s voice, video, messaging, and contact center needs.
• Enterprise integrations: It offers seamless integrations with Microsoft, Slack, Google, Salesforce, and more.
• Custom app development: It has an open API to build custom apps tailored to your workflows.
• Helpful customer support: RingCentral provides technical and customer support via phone, chat, and knowledge base.

Best for: For larger enterprises that need a future-proof platform, RingCentral is a choice that’s trusted by global brands.

7) Vonage

Vonage is probably the most recognized consumer VoIP telephony brand extending into the business market. Here are some key details about it:

• Numerous plans: Vonage has a wide range of plans, so you can mix and match features to fit your needs and budget.
• Popular number choices: It makes toll-free, local, and vanity phone numbers available to its customers.
• Voicemail transcription: Its transcription service converts voicemail messages to text for quick reviewing.
• Helpful integrations: Its phone service comes bundled with Google, Microsoft, and Salesforce integrations.
• Flexible upgrades: Vonage allows you to upgrade your plan easily as your business scales.

Best for: Vonage’s plans offer a flexible starting point for SMBs seeking business phone systems with only the essential features at a competitive price.

8) Google Voice

If you’re bootstrapping and your funds are extremely limited, Google Voice provides a basic free business phone solution. Here are some key points about it:

• No fees: Google Voice charges no monthly fees. You pay only for outbound calling.
• Call and text forwarding: Its system redirects calls and texts to your cell phone or landline.
• Voicemail transcription: Its transcription service turns your voicemail messages into text.
• Customized greeting: With Google Voice, you can set a custom voicemail greeting for your business.
• Global reach: You can use Google Voice anywhere if you have an internet connection.

Best for: Google Voice’s features are limited, but it offers solopreneurs a free way to establish a business number.

9) Ooma Office

Ooma Office stands out because it delivers VoIP on a budget. Here are some of the key advantages of choosing Ooma Office as your business phone system:

• Low upfront costs: Ooma Office doesn’t require you to pay for expensive PBX hardware. It uses your existing network.
• Virtual PBX features: Its virtual PBX features include extensions, auto attendants, ring groups, and more.
• No new devices: It allows you to bring your own devices with you. Your employees can use their regular desk phones or mobile devices.
• Straightforward pricing: There are no hidden fees.
• Good value: Ooma Office’s phone plans include more features than equivalent competitors’ similarly priced plans do.

Best for: For thrifty small businesses, Ooma Office hits the sweet spot between cost and capabilities.

10) CloudTalk

CloudTalk is a cloud-based call center solution designed to improve customer interactions. The platform makes it easy for small customer support teams to get set up with business phones in minutes. Here are the primary advantages of choosing CloudTalk as your business phone system:

• Fast setup: CloudTalk’s intuitive wizard allows you to set up call recording and routing in under five minutes.
• No new devices: It works with your existing mobile and desk phones.
• Toll-free numbers: It includes a toll-free number in all its pro plans.
• Drag-and-drop builder: Its visual editor simplifies your call workflow creation.
• Affordable plans: CloudTalk’s pricing starts at just $15/month per user. You can pay monthly or annually.

Best for: For teams with simple needs, CloudTalk delivers a fast and frustration-free option that’s comparable to OpenPhone’s.

Key Takeaway on Best OpenPhone Alternatives

• Nextiva: Feature-rich, with advanced integrations and scalability, but slightly more expensive.
• Aircall: User-friendly, built for service and sales teams, but may be pricier.
• Grasshopper: Very affordable, good for solopreneurs, but with limited features.
• Dialpad: Mobile-centric, with real-time analytics, but has a steeper learning curve.
• GoTo Connect: Good for geographically dispersed teams with scalability and customization options, but may be pricier.
• RingCentral: Feature-rich and reliable, but potentially expensive and complex.
• Vonage: Affordable and widely available, but call quality may vary.
• Google Voice: Free, basic features, not for larger business use.
• Ooma Office: Affordable for small businesses, but limited features.
• CloudTalk: Feature-rich and easy to set up, not an enterprise solution.

Choosing the Best OpenPhone Alternative

We’ve outlined several helpful questions for you to ask potential OpenPhone competitors when comparing business phone platforms.

It also helps to align your organization’s needs so you can select the right communications platform to support your growth. Here are some essential questions to consider when comparing business phone systems:

• Usage and growth plans: How many team members do you need to support now, and what’s your projected growth in the next few years? What features will you require (basic call routing vs. advanced contact center features)?
• Budget: Factor in total costs based on users, features, minutes needed, and toll-free numbers. Does the service include support, and what are the response times? Are there any hidden fees?
• Call quality: Check reviews and trial offers to assess call clarity. Look for providers with redundant infrastructure to minimize downtime. Consider carrier-grade infrastructure if rapid business growth is anticipated.
• Device compatibility: Does the system work with your existing equipment (desk phones, mobile devices) or require proprietary hardware?
• Integrations: Does the provider’s phone system integrate with your must-have business apps, such as your CRM, help desk, and workflows? Is there an added cost or fee to use third-party integrations?
• Customer support: Are the provider’s support reps knowledgeable and easy to reach? Is 24-7 phone, chat, and online support included in the provider’s phone plans? Are self-service options and tutorials available? 

Selecting your VoIP service provider deserves careful evaluation. Keep these aspects in mind as you compare options.

Switching from OpenPhone To Nextiva Is Seamless

If, after reviewing the alternatives, you determine that Nextiva most closely aligns with your needs, making the transition is a breeze. 

Here are a few key advantages to switching to Nextiva:

• Number porting is simple: Nextiva ports your numbers from OpenPhone or any other phone carrier. You’ll get confirmation when your port is complete and good to go. 
• The phone system works with your hardware: Bring your own VoIP phones or use Nextiva’s high-quality devices. We can even walk you through resetting and configuring IP phones. 
• You get dedicated support: Get one-on-one onboarding and ongoing amazing service from industry experts. For a larger deployment, we offer professional services, too. 
• The scalability is future-proof: Scale to thousands of users without replacing your phone system. You’ll always have softphone and hardphone flexibility. 
• You get advanced capabilities: Unlock enterprise-grade calling features to optimize your workflows. Easily set up a virtual call center for sales or support teams and keep everyone productive. 

Switching to Nextiva gives you the peace of mind that comes with choosing a trusted industry leader that has reliable infrastructure and offers stellar 24-7 support.

The right multi-line phone system lays the foundation for reliable customer communication and optimized internal workflows. Don’t settle for a basic solution that just gets by. 

Nextiva is the perfect technology partner for companies that want to access the modern capabilities their teams need to perform their best work, deliver exceptional customer experiences, and scale without limitations.

Five9 is a popular cloud-based contact center solution offering features like automatic call distribution, call recording, and workforce management.

However, businesses may explore alternatives for various reasons, such as seeking a more cost-effective option, a wider range of features, or a platform that better suits their needs.

This article explores some of the top Five9 alternatives and competitors. We’ll compare features, pricing, and functionalities to help you find the perfect contact center software for your business needs and budget.

What Are Some Strengths of Five9?

Five9 is consistently recognized as one of the leaders in the CCaaS market.

It has many strengths that have earned it this consistent praise.

✅ CRM integration depth

Five9 is a contact center solution with a wide range of integration options, including customer relationship management (CRM) systems:

• Salesforce
• ServiceNow
• Zendesk
• Oracle
• Microsoft Dynamics 365

These integrations give a comprehensive view of customer interactions and history​​​​.

✅ Efficient omnichannel routing

Five9 has always supported omnichannel routing, ensuring every interaction is connected to the most appropriate resource and enhancing overall customer service efficiency​​​​. 

Regardless of the channel a customer prefers to reach out on, your contact center agents have a holistic view of the customer journey and can reference all previous interactions, orders, and tickets.

✅ Advanced IVR with speech recognition

Five9 is one of the protagonists of natural language processing technology inside contact center platforms, and its interactive voice response (IVR) system uses advanced speech recognition for intuitive self-service options and efficient caller routing​​.

This means callers get to their required destination quickly without waiting on hold for a human agent.

✅ Real-time analytics and reporting

Be it self-service transactions or detailed calls with agents, Five9 provides in-depth insights into call center operations with detailed analytics​​.

You can report on contact center metrics:

• Net Promoter Score
• Customer satisfaction
• Customer retention rate
• First contact resolution
• Customer effort score
• Customer churn rate
• Channel mix

And it also tracks more traditional call center metrics:

• Adherence to schedule
• Agent utilization rate
• Agent attrition rate
• Occupancy rate
• Average speed of answer
• Average handle time
• Average after-call work time

✅ Predictive dialer

For sales operations and teams conducting market research, Five9 offers a machine-learning-powered predictive dialer.

This increases the efficiency of your outbound teams by optimizing call patterns and reducing misdials and manual errors.

✅ Top-notch security and compliance

Five9 offers enterprise-grade security measures and compliance with industry standards to protect customer data​​.

The name Five9 stems from the ability to constantly provide 99.999% uptime. The platform hosts a plethora of defense approaches, including:

• Stateful inspection firewalls
• Demilitarized zones
• Intrusion prevention and detection systems
• Vulnerability scanning
• Annual penetration testing
• File integrity monitoring
• Anti-virus/anti-malware protection
• Two-factor authentication

The flexibility to work from anywhere and the numerous communication channels offered, including voice, email, chat, SMS, and social media, make Five9 a leading contact center software.

Why Customers Look for Alternatives To Five9

If Five9 is so great, what’s prompting customers to seek help elsewhere? Three recurring themes pop up in customer reviews.

1. Complex setup and onboarding

Five9 targets enterprise customers or those seeking a high level of automation, and some users, particularly in smaller businesses, find the setup process complex and cumbersome.

While the customizability could be viewed by some as a good thing, the many settings and integrations can be overwhelming for small and medium businesses that lack the appetite for AI and self-service.

2. Steep learning curve

The comprehensive set of call center features, integrations, and automation can present a steep learning curve for new users​​. If you’re a small business with limited resources, getting up to speed can take months rather than hours.

3. Limited historical data storage

Holding onto data for an extended period has proven tricky with Five9. Users have expressed a desire for longer data storage or more options when selecting data retention periods​​.

You can download call logs and web chat scripts for up to 60 days, but other items, like dialing lists, E911 call recordings, and email attachments, don’t currently have a download option after 30 days of storage.

7 Best Alternatives to Five9

1. Nextiva

Strengths

Nextiva has an extensive range of features, including collaboration features, team messenger, document sharing, task management, and CRM integrations.

Nextiva’s CRM integrations are strong, with some unique management and collaboration tools not found in competitors’ solutions​​​​​​​​.

Nextiva integrations include:

• Microsoft Dynamics
• Microsoft Outlook
• Oracle Sales Cloud
• Salesforce
• ServiceNow
• NetSuite 
• HubSpot
• Zendesk
• Bullhorn
• Workbooks
• SugarCRM
• Zoho

Offering similar call center functionality available in Five9, you can also benefit from contact center AI without getting overwhelmed. There’s no pressure to make everything virtual and leave robots to run things, but there is plenty of intuitive call center automation and machine learning to take advantage of.

Key features 

Nextiva offers excellent call quality with all the basic call center software features, including inbound call flows, IVR, and automatic call distribution (ACD). 

You get unlimited call queues, customer callbacks, CRM connectors, performance dashboards, and advanced features like workforce management and workflow automation.

Nextiva pricing: Costs around $119 per user per month for the intelligent contact center with omnichannel & advanced AI, which can be more affordable than Five9’s base plan pricing (at $175).

Ideal for: Small and medium-sized businesses seeking a feature-rich, easy-to-use contact center solution with strong CRM integrations.

Why is Nextiva a compelling Five9 alternative? 

You can use Nextiva for both unified communications as a service (UCaaS) and CCaaS, and integrating the two is simple thanks to behind-the-scenes APIs that work hard to bring you an efficient, easy-to-navigate interface. 

Whether you’re using Nextiva for your telephony and your contact center or you’re integrating another contact center, perhaps Five9, with Nextiva’s business phone system, your contact center agents get a streamlined experience with built-in video conferencing, a mobile app (Android and iOS) for on-the-go accessibility, and competitive pricing plans.

Nextiva’s 24/7 customer support and amazing service make it a great technology partner for small businesses and large enterprises. In fact, 94% of customers say they are very happy with Nextiva’s service and support.

2. 3CX

Strengths

3CX has a simple unified communications client that’s popular with customers who are looking to do little more than make calls. 

You can use your own VoIP provider to underpin the solution and choose from a list of off-the-shelf CRM integrations for computer telephony integration features such as click-to-dial and screen pop. There’s an easy-to-use mobile app and web conferencing is included as standard.

Key features

You can create an informal call center using call queues and routing without the need for extensive training. 

Customers like the video call support and cross-platform compatibility. 3CX is a favorite for those looking for an open standard software-based PBX.

3CX pricing: Offers four plans. 3CX SMB and Pro plans cost $195 per system per month (billed annually) for up to 20 users. The 3CX ENT plan costs $245 per system per month.

Ideal for: Small businesses prioritizing affordability and ease of use over extensive features.

Why is 3CX a compelling Five9 alternative?

3CX offers a free tier and is known for its ease of use and installation. It is ideal for small companies that need a flexible, feature-rich system without significant infrastructure investment​​​​.

3. Avaya

Strengths 

Avaya provides omnichannel contact center support across a range of on-premise, cloud SaaS, and hybrid models. 

Each implementation option comes with advanced reporting and analytics, CRM integration, and a standard feature list on par with Five9’s.

Key features 

Avaya has a legacy of providing telecom infrastructure and is versed in skills-based routing and historical and real-time reporting.

Its more recent cloud offering, sometimes partnering with resellers to provide extra services, also includes features like self-service automation, IVR with speech recognition, and workforce optimization.

Avaya pricing: Avaya offers three main contact center plans with different pricing options depending on the features needed: Digital, Voice, and All Media. You can also create a custom plan but need to contact Avaya’s sales team to request a quote for all its plans.

Ideal for: Large enterprises with complex contact center needs and a focus on omnichannel communication strategies.

Why is Avaya a compelling Five9 alternative?

Avaya is suitable for large enterprises with a focus on omnichannel communication strategies. 

It has a legacy of delivering reliable performance and a comprehensive set of call center features to companies with a limited appetite for cloud and AI.

4. CloudTalk

Strengths 

CloudTalk provides a high-quality call and CRM software integration with effective workforce optimization tools. 

As the name suggests, CloudTalk only provides a cloud contact center and has the advantage of having no on-premise baggage. Everything is scalable and flexible, promoting the benefits of consumable cloud technology.

Key features

CloudTalk is packed with inbound routing, call recording, call monitoring, call analytics, historical and live reporting, and customer surveys. 

It excels at handling inbound calls for teams and has enough coverage for basic omnichannel management tools.

CloudTalk pricing: Offers four main plans, $25 – $50 per user/month billed annually. You need to reach out to CloudTalk’s sales to request a custom quote.

Ideal for: Businesses prioritizing ease of use, strong inbound call handling features, and in-depth call analytics.

Why is CloudTalk a compelling Five9 alternative?

Known for its ease of configuration and user-friendliness, CloudTalk offers a range of integrations and features that are especially beneficial for sales and support teams. 

If your business is looking for a strong focus on customer call analytics, this is CloudTalk’s priority.

5. 8×8

Strengths 

8×8 provides an all-in-one communications platform for UCaaS and CCaaS with what it calls a “composable” solution. 

For example, if you only need comprehensive call routing and social media messaging, you don’t need to pay for outbound calling and web chat licenses.

Key features

If you opt to support all digital channels, 8×8’s omnichannel skills-based routing helps agents efficiently manage customer queries.

It includes a strong performance tracking dashboard to monitor agent productivity.

8×8 pricing: 8×8 doesn’t display pricing on its website. Users have to reach out to their sales team for a custom quote.

Ideal for: Businesses seeking a feature-rich, all-encompassing UCaaS and CCaaS solution with customization options.

Why is 8×8 a compelling Five9 alternative?

8×8 offers a range of advanced features that make it a strong competitor in terms of technology and versatility.

At the top level, you can access quality management, AI-powered insights, and open APIs for customization and CRM integration.

6. Aircall

Strengths

Aircall provides a slick user interface for agents to efficiently handle calls and manage customer queries. 

Without the clutter of other digital channels, you can focus on providing the best customer experience possible.

Aircall pricing: Aircall offers two pricing plans: Essentials ($30/user/month) with basic call center features, and Professional ($50/user/month) with advanced functionality. Custom quotes and free trials are available.

Ideal for: Businesses prioritizing a user-friendly interface, quick setup, and cost-effectiveness for handling calls efficiently.

Key features

Aircall is packed with calling features to delight your customers, including:

• Calling queuing and IVR
• Time-based routing
• Local phone numbers
• Toll-free numbers
• Pause–resume call recording with transcription (including voicemail)
• Real-time analytics
• Warm transfer for smooth call hand-offs
• Call tagging for organization and reporting
• Ring groups and parallel calls 
• Unlimited concurrent call handling
• Integration with CRMs and helpdesk tools

Why is Aircall a compelling Five9 alternative?

If you’re looking for rapid deployment, getting started with Aircall is quicker than with Five9 because it’s built on a phone system backbone. Assuming your agents have used basic phone call controls before, they will pick it up right away.

At the top end of the pricing tiers, Aircall is more cost-effective than Five9. If you don’t need every possible CCaaS feature, Aircall’s highest package provides essential features at an attractive price.

7. NICE CXone (formerly InContact)

Strengths

NICE has spent considerable programming and development effort on its AI Employee Virtual Attendant (NEVA) for agent performance improvement. 

By putting the agent first, NICE focuses on increasing workforce engagement, which translates into better customer engagement and experiences.

Key features

NICE is one of the most customizable contact center software solutions, with plenty of options for queue routing and reporting.

It integrates with popular CRM systems like Salesforce, HubSpot, and Zendesk, and allows agents to ask for mid-call help from AI-powered virtual assistants. If an agent is about to miss an upsell opportunity, the virtual assistant will send a pop-up message stating it’s the perfect time to mention a new product.

NICE CXone pricing: The customer experience platform offers four main tiers, each with a different monthly cost per agent. The most basic package starts at $71 per month and supports digital channels. Higher tiers include additional features like quality management, workforce management, performance reporting, and interaction analytics.

Ideal for: Businesses seeking advanced AI features for agent coaching, real-time customer insights, and a high degree of customization.

Why is NICE a compelling Five9 alternative?

NICE stands out for its AI capabilities to report on and action customer behavior patterns and provide on-the-spot coaching for agents.

Key Takeaway: Five9 Competitors Comparison Table

Selecting the ideal Five9 competitor depends on your specific needs. Here’s a table comparing the top alternatives side-by-side to inform your decision.

Solution	Strengths	Ideal for	Omnichannel Support	Integrations	Pricing
Nextiva	Easy-to-use, omnichannel, UCaaS	SMBs with CRM needs	Yes	Yes	Starts at $99/user/month
3CX	Simple, affordable	Small businesses	Yes	CRM (off-the-shelf)	$195/system/mo (up to 20 users)
Avaya	Legacy provider, omnichannel	Large enterprises	Yes	Yes	Custom quote
CloudTalk	Strong call analytics, CRM integration	Inbound call centers	Yes	Yes	$25-$50/user/mo
8×8	All-in-one UCaaS & CCaaS	Businesses seeking customization	Yes	Yes	Custom quote
Aircall	User-friendly, cost-effective	Call-centric businesses	No	Yes	$30-$50/user/mo
NICE CXone	AI for agent coaching	Businesses seeking advanced AI	Yes	Yes	Starts at $71/user/month

Making the right choice

When selecting a contact center solution, consider these key factors:

• Business size and needs: Evaluate your call volume, required features, and budget limitations.
• Scalability: Ensure the solution can adapt to your business growth.
• Ease of use: Consider the training required for your agents and administrators.
• Security: Choose a solution with robust security measures to protect customer data.
• Pricing: Compare pricing structures and features offered by different vendors.

Related: Five9 Pricing: How Much Does Its Cloud Contact Center Cost?

What Is the Best Five9 Alternative?

There is no doubt that the market has many alternatives to Five9, but finding the right solution for your business is crucial.

Matching the needs of your contact center with the strengths of the available vendors can be a tough job. 

If you’re a small-to-medium business seeking a multi-level IVR, call recording, and call screening, Nextiva can get you set up in no time. There’s no need for intensive training, and using the interface is as easy as operating your new smartphone.

If you’re in the market for a phone system solution as well as contact center software, Nextiva offers robust video and audio conferencing, screen sharing, and instant messaging as a base telephony system. 

Users (and admins) love the ability to integrate back-end users with front-end contact center agents, making for a streamlined workforce to manage customer interactions.

Customers also cite their love for usability, performance, and customer support.

Elizabeth Morales, the Sales Manager at Labrada Distributors, says she loves the analytics she gets, which are especially important for keeping track of her remote teams:

“Nextiva provided me with precisely the features I need to maintain group metrics and see where we can improve, make adjustments, and provide better sales service to our customers.”