The healthcare sector deals with some of the most sensitive data: patient health information (PHI). Safeguarding this information is not just a best practice; it’s a legal requirement under the Health Insurance Portability and Accountability Act (HIPAA).

With the growing adoption of cloud-based communication solutions like Voice over Internet Protocol (VoIP), ensuring HIPAA compliance becomes even more critical.

We’ll guide you through the key aspects of HIPAA-compliant VoIP services, helping you navigate this critical aspect of healthcare communication.

What Is HIPAA & Who Must Comply?

The Health Insurance Portability and Accountability Act (HIPAA) is a landmark U.S. law enacted in 1996. It ensures the privacy and security of patients’ protected health information (PHI), both physical and electronic.

This includes information transmitted through voice calls too, which is why HIPAA compliance becomes crucial for healthcare providers using VoIP technology.

HIPAA compliance is mandatory for all covered entities. These entities fall into three main categories:

• Healthcare providers: Doctors, hospitals, clinics, dentists, and other organizations that deliver healthcare services.
• Health plans: Health insurance companies, HMOs, and other organizations that provide or pay for health coverage.
• Healthcare clearinghouses: Organizations that process healthcare data for various purposes, such as claims processing.

Besides covered entities, any organization that works with a covered entity and has access to PHI (e.g., IT service providers, billing companies) is considered a business associate.

Business associates must also comply with certain HIPAA regulations through agreements with covered entities, including ensuring secure communication channels like HIPAA-compliant VoIP.

HIPAA compliance is not optional. The U.S. Department of Health and Human Services Office for Civil Rights (OCR) enforces HIPAA regulations. Violations can result in significant penalties.

For healthcare providers using VoIP, choosing a HIPAA-compliant service ensures secure transmission of patient information during phone calls.

Why Use HIPAA-Compliant VoIP?

In the healthcare industry, protecting patient privacy is a sacred trust. The HIPAA Act sets stringent regulations to safeguard sensitive medical information, and non-compliance can result in hefty fines and a damaged reputation.

That’s why using a HIPAA-compliant phone service is essential for healthcare providers.

Traditional phone lines are vulnerable to eavesdropping, exposing confidential patient data and personal health information to potential breaches. HIPAA-compliant VoIP eliminates this risk by encrypting conversations, and creating a secure tunnel for transmitting sensitive information.

Here’s how it benefits your practice:

1. Better Patient Privacy: Only authorized personnel can access medical data, minimizing the risk of breaches and safeguarding the trust patients place in your organization.
2. Avoid Costly HIPAA Fines: Non-compliance with HIPAA regulations can result in hefty penalties. A HIPAA-compliant VoIP system ensures you meet the necessary security standards, protecting your practice from these financial penalties.
3. Enhanced Reputation and Patient Loyalty: Demonstrating your commitment to patient privacy builds trust and can attract new patients to your practice. In an industry where trust is paramount, a secure communication system sets you apart from the competition.
4. Streamlined Communication: Beyond secure calls, HIPAA-compliant VoIP often includes features like secure messaging, file sharing, and video conferencing, enabling seamless collaboration among healthcare professionals while maintaining compliance.

Investing in a HIPAA-compliant VoIP solution helps both healthcare providers and patients alike. It protects sensitive medical information, safeguards your organization from costly penalties, and fosters stronger patient relationships built on trust and privacy.

What Are the HIPAA Requirements for VoIP?

HIPAA compliance for VoIP communication consists of two key rules:

1. Privacy Rule

This rule governs how PHI can be used and disclosed. It emphasizes patient control over their health information. Healthcare providers must obtain written authorization before using or disclosing PHI for most purposes. The Privacy Rule ensures the patient has given their consent for this exchange of PHI.

2. Security Rule

This rule focuses on safeguarding electronic protected health information (ePHI). It requires healthcare organizations to implement robust security measures to protect ePHI from unauthorized access, use, disclosure, disruption, modification, or destruction.

Security Rule Requirements for HIPAA-Compliant VoIP

The HIPAA Security Rule outlines specific safeguards to protect ePHI during VoIP communication. Here’s a breakdown of these essential requirements:

• Data Encryption: All VoIP calls and messages containing PHI must be encrypted using industry-standard protocols like Transport Layer Security (TLS) and virtual private networks (VPN). Encryption technologies act like a digital vault, scrambling data during transmission. This makes it virtually impossible for unauthorized individuals to access sensitive information, even if they intercept a call.
• Access Controls: Only authorized personnel with a legitimate need to access PHI should be granted access to your VoIP system. This principle, known as “need-to-know,” ensures only those required for patient care or treatment can view sensitive data. Multi-factor authentication adds an extra layer of security by requiring users to provide additional verification and unique user ids beyond just a password.
• Audit Trails: HIPAA-compliant VoIP systems must maintain detailed logs of all communication activities involving PHI. These logs should include timestamps, the parties involved in the communication, and the nature of the communication (e.g., call duration, message content). Audit trails provide a crucial record-keeping mechanism, allowing for the reconstruction of communication history and the identification of potential security incidents.
• Disaster Recovery and Data Backup: Healthcare providers must have contingency plans in place to ensure the availability and integrity of ePHI in case of emergencies, system failures, or natural disasters. This includes regular data backups and the ability to restore communications systems quickly.

Types of VoIP Communications Covered Under HIPAA

HIPAA compliance covers a broad spectrum of communication. Here are suggested approaches for popular healthcare communication channels.

• Phone calls: HIPAA mandates that all phone calls, especially VoIP conversations, be secure and confidential when discussing PHI. Implement encryption in your VoIP phone system to prevent unauthorized access.
• SMS text messages: Text messaging containing PHI must be encrypted and sent over a protected network. The sender must also ensure that the recipient is authorized to receive such information.
• Faxes: Fax over VoIP involves transmitting and receiving faxes via an IP network, rather than using the traditional public phone service. HIPAA compliance for electronic faxes must be encrypted, securely stored, and not accessible by unauthorized individuals.
• Team communication: This includes internal communication such as email, instant messaging, and other digital collaboration tools. HIPAA regulation requires that these tools be secure and that PHI is only accessible by authorized personnel. Audits should be performed to track access controls and sharing of PHI within teams. Audit logs should also be kept on file.
• Video conferencing: As telehealth grows in popularity, HIPAA expects video conferencing tools to follow certain security conditions, including end-to-end encryption and secure user authentication, and that any PHI discussed is not intercepted or accessed by unauthorized parties.
• Voicemail messages: HIPAA also extends to voicemail messages. Voicemail systems must be secure, and access must be controlled and restricted to authorized personnel only. PHI transmitted over voicemail must also be encrypted.

Risks for Noncompliance

HIPAA compliance isn’t just about avoiding fines, although those can be significant. A data breach can trigger a cascade of negative consequences that can cripple your healthcare organization.

1. Financial strain

HIPAA violations can land you with hefty fines, ranging from a couple hundred bucks to a a whopping $2 million per year.

But that’s just the start.

Fines: HIPAA violations are categorized by tier, with fines starting at $137 and reaching as high as $2 million.

Tier 1 violations range from $100-$50,000, up to a maximum of $25,000 per year.

The most severe level of HIPAA penalties starts at $50,000 per violation, up to a maximum of approximately $2.1 million per year, with fines changing every year to account for cost of living adjustments.

Patients whose information gets exposed might sue, leading to expensive settlements and lawyer fees. Even worse, a breach can shake patient trust. When people worry their data isn’t secure, they’re less likely to share openly with you, and that can hurt your bottom line.

Recent cases of HIPAA violations and associated fines can be found here.

*Civil HIPAA penalties are issued to individuals who did not commit the violation with any malicious intent. Criminal penalties, meanwhile, are issued to individuals if the violation was done with criminal intent.

2. Reputational damage

If patients don’t trust you with their information, they might be hesitant to come back for future appointments or share details crucial for their care.

On top of the financial woes, a data breach can seriously damage your reputation. News travels fast, and a HIPAA violation can paint a big red target on your organization. People might start questioning your reliability and trustworthiness.

3. Operational disruption

Dealing with a breach is a whole other headache. Investigations take time and resources away from what matters most: taking care of patients. Recovering lost data can be a complex and expensive process too.

Investing in HIPAA-compliant VoIP protects your patients’ privacy, keeps your organization safe from hefty fines and lawsuits, and lets you focus on what you do best – providing excellent patient care.

VoIP Compliance Best Practices for HIPAA in Healthcare

Implement the following steps to help your team remain HIPAA-compliant during day-to-day communication in your healthcare business.

Maintaining these standards demonstrates your commitment to patient privacy and creates a culture of compliance and respect that spreads through all levels of your organization.

• Execute a business associate agreement (BAA): Implement a BAA with all vendors who handle your PHI. This agreement is a legally binding document that ensures the privacy and security of PHI, as required by HIPAA.
• Encrypt your communications: Encryption is a non-negotiable component of HIPAA compliance. All forms of electronic communication containing PHI, including emails, texts, and VoIP calls, must be encrypted to prevent unauthorized access during transmission.
• Use approved business communications tools: Choosing HIPAA-compliant communication platforms and tools ensures that your patient’s data remains secure and private during all points of transmission. These tools feature built-in security that meets HIPAA guidelines.
• Maintain accurate call logs: Keeping detailed logs of all PHI communication is essential. HIPAA requires that you maintain records of the communication, along with contextual details such as date, time, and parties involved.
• Disable noncompliant features: If your communication platform includes features that are not HIPAA-compliant, disable these before use. Watch out for features that do not encrypt messages or call recording functions that fail to meet HIPAA standards.
• Educate your team: The fact is that negligent employees are responsible for 61% of data breaches in healthcare. Ensure that your healthcare professionals remain up-to-date on HIPAA standards and yearly updates. 
• Implement HIPAA-compliant VoIP: Choose a VoIP provider that offers robust security features, encrypts all communication containing PHI, and signs a Business Associate Agreement (BAA) with your organization.

With stricter cybersecurity requirements expected in 2024, it’s crucial to review and strengthen your current protocols. Invest in training to ensure your team understands HIPAA’s significance and can recognize and report phishing incidents, which accounted for 45% of healthcare data breaches in 2021.

Choosing the Best HIPAA-Compliant VoIP Provider

Given the sensitive nature of healthcare communications, a robust, secure, and reliable solution is essential.

Many major VoIP providers offer HIPAA-compliant solutions, often with features specifically catering to the healthcare industry. Conducting research will reveal several reputable options.

Here are some key factors to consider:

• Business Associate Agreement (BAA): A BAA is a legally binding contract between a healthcare organization and its business associates (like the VoIP provider) that outlines the responsibilities of each party regarding the security and privacy of PHI. Make sure the VoIP provider you choose offers a BAA that aligns with your organization’s needs.
• Security Features: Security is paramount. Look for a provider that offers robust security features specifically designed for HIPAA compliance. This includes:
• Compliance Expertise: Look for a provider with experience and expertise in HIPAA compliance for the healthcare industry. Their team should be knowledgeable about the latest regulations and best practices.
• Customer Support: Reliable and responsive customer support is essential. Choose a provider with a dedicated support team that can address your questions and concerns regarding HIPAA compliance and VoIP functionality.
• Scalability and Integration: Consider your organization’s current and future needs. Your VoIP solution should scale to accommodate growth and integrate seamlessly with your existing healthcare IT infrastructure.
• Cost: While cost is a factor, don’t prioritize it over security. HIPAA-compliant VoIP services may have higher costs compared to basic solutions, but the potential consequences of non-compliance are far greater.
• Practice caution: Smaller, lesser-known VoIP providers may not prioritize HIPAA compliance features. Services marketed for general business use also might not offer the necessary security controls for healthcare.

Why Nextiva Is a Top HIPAA compliant phone service

Nextiva’s HIPAA-compliant VoIP services stand out as a scalable solution for many medical offices across North America.

For unified, secure, and scalable communications tailored specifically for the healthcare industry and HIPAA, learn more about Nextiva’s VoIP solutions for healthcare.

Looking ahead, technology integration in healthcare shows no signs of slowing down.

With new technologies such as AI set to reshape healthcare even further, the need to secure patient data across all platforms, recognize the risks of noncompliance and actively stay ahead with comprehensive strategies has never been more important.

Healthcare service providers must be proactive in meeting current regulations and preparing for future advancements and challenges in patient data protection. It’s the key to maintaining trust and upholding the highest standards in the healthcare industry.

FAQs on HIPAA Compliant Phone Service

Stuck with an outdated phone system and eye-watering phone bills? Hosted VoIP can be your solution. It’s a modern VoIP calling system that’s feature-rich, cost-effective, and scales with your business size.

Here’s the deal: You ditch the bulky hardware and expensive phone lines. Hosted VoIP uses your existing internet connection for crystal-clear calls, seamless collaboration, and a professional business phone number — all at a fraction of the cost.

This article will explain everything about hosted telephony, how hosted VoIP phone systems work, and how to use them to efficiently connect with your clients, partners, and team. Let’s start with some basics first.

What Is a VoIP Phone System?

A Voice over Internet Protocol (VoIP) phone system is a telephony technology that enables businesses to communicate over a broadband internet connection instead of traditional phone lines.

It works by converting voice into digital data packets and sending them over the internet. VoIP telephony eliminates the need for physical phone lines and offers a more flexible and cost-effective way to make calls.

What Is Hosted VoIP?

Hosted VoIP is a cloud-based telephony solution that uses the internet to facilitate voice, video, and data communications, rather than relying on traditional phone networks. The service provider hosts the necessary VoIP infrastructure and equipment offsite in their data centers, eliminating the need for businesses to invest in and maintain costly on-premises hardware.

Users access communication features through the provider’s hosted platform, bypassing the complexity of managing in-house telephony systems. Hosted VoIP solutions typically include a suite of advanced features, such as call forwarding, voicemail transcription, virtual receptionist services, and video conferencing capabilities.

Hosted VoIP systems offer significant advantages in mobility and remote access. By leveraging the internet, users can make and receive calls from virtually anywhere using various devices like desktop phones, softphones (software-based phones), and mobile applications.

This flexibility empowers remote teams, traveling employees, and geographically dispersed businesses to maintain seamless communication and collaboration.

Hosted VoIP phone service offers a cost-effective, scalable, and feature-rich communication solution. Businesses benefit from transferring infrastructure and maintenance responsibilities to the service provider, so they can focus on core operations while enjoying advanced telephony functionalities.

How Does Hosted VoIP Work?

Traditional phone systems rely on a network of physical wires called the Public Switched Telephone Network (PSTN). When you make a call using an analog phone, your voice travels as electrical signals through these wires to the recipient’s phone.

Hosted VoIP, on the other hand, takes a modern approach. Voice over IP converts your voice into digital data packets, similar to tiny pieces of information. These packets travel over your internet connection instead of phone lines.

Here’s how a hosted VoIP call works:

1. Your voice goes digital: When you pick up your phone (or use a VoIP app), your voice is converted into digital data.
2. Packet travel: The data packets containing your voice are then sent over your internet connection to the hosted VoIP service provider’s servers.
3. Calling the destination: The VoIP provider acts like a smart switchboard. It figures out where to send your call based on the number you’re dialing. This could be another VoIP user, a traditional landline, or even a mobile phone.
4. Conversion back to voice: Once the destination is identified, the data packets are delivered and converted back into an analog signal (similar to your voice) for the recipient to hear.

Even if you already have a phone system, you can still use VoIP features. Session Initiation Protocol (SIP) Trunking connects your existing phone system to a VoIP provider, enabling you to enjoy some of the benefits of VoIP without replacing your entire setup.

Advantages of Hosted VoIP

Hosted VoIP solutions offer a cost-effective, scalable, and feature-rich solution for businesses looking to improve communication and collaboration. With its ease of use, advanced features, and mobility benefits, hosted VoIP better enhances your business operations.

• Slash Communication Costs: Hosted VoIP eliminates the need for expensive PBX hardware and ongoing maintenance. You can also enjoy significant savings on domestic, long-distance, and international calls compared to traditional phone lines. Plans often include features like voicemail, call routing, and online faxing, reducing the need for additional services.
• Boost Productivity and Collaboration: Hosted VoIP integrates with your existing tools like CRM and email, streamlining workflows and enhancing communication.
• Enhance Scalability and Flexibility: Easily add or remove users as your business grows. Unlike traditional systems, hosted VoIP can adapt to your changing needs without costly upgrades. Hosted VoIP systems work seamlessly with softphones on computers and mobile devices, allowing employees to work from anywhere with an internet connection.
• Get Unified Communications: Consolidate your business communications into a single platform. Integrate voice calls, video conferencing, instant messaging, and other tools for improved collaboration and streamlined workflows.
• Enjoy Better Security: Leading hosted VoIP providers prioritize security with robust encryption protocols and data protection measures.
• Get Superior Reliability: Enjoy industry-leading uptime and peace of mind knowing your communication system is always available.
• Improve Customer Service: Offer enhanced customer support with features like call routing, call queues, and interactive voice response (IVR) systems. Hosted VoIP solutions often integrate with contact center and call center tools, allowing businesses to provide 24/7 customer support without significant infrastructure investment.

What Is the Difference Between Hosted and Cloud VoIP?

The terms “Hosted VoIP” and “Cloud VoIP” are often used interchangeably. There’s a very subtle difference.

Hosted VoIP specifically refers to the service model where the provider manages the hardware and software for your phone system in the cloud.

Cloud VoIP is a broader term encompassing any voice service delivered over the internet, which could include features beyond traditional phone calls. Hosted VoIP is a type of cloud VoIP, but not all cloud VoIP solutions are hosted.

Hosted VoIP vs. Hosted PBX

A PBX, or Private Branch Exchange, is a traditional business phone system that offers features like call queuing, extension dialing, and voicemail. However, these features rely on complex hardware housed on-site, requiring IT expertise for management and maintenance.

Hosted PBX is an improvement over traditional PBX. It’s a type of hosted VoIP service specifically designed to replicate the functionality of a traditional PBX system in a cloud environment. You can still use your IP phones or desk phones with VoIP functionality, no on-premises environment needed.

Hosted PBX provides all the functionality of a traditional PBX without the hassle. A cloud PBX service, like Hosted VoIP, uses the internet to deliver these features.

The VoIP provider manages the hardware in the cloud, eliminating the need for on-site equipment and IT expertise. Your phones connect directly to the provider’s servers, offering features like call routing between offices and smooth integration with other cloud-based applications.

If your business relies on features like call extensions and voicemail, a Hosted PBX might be the ideal solution.

However, if you prioritize cost-effectiveness, scalability, and mobility, Hosted VoIP offers a more flexible option.

Key Hosted VoIP Features

Hosted VoIP goes beyond simple phone calls, transforming your communication into a feature-rich hub. Here’s a glimpse of the powerful tools you get with a hosted VoIP service:

• Auto Attendant: A virtual receptionist greets callers, routes them to the appropriate extension, or captures messages efficiently.
• Conference Calls: Foster collaboration with seamless conference call capabilities. Host multi-participant calls with ease, improving communication and project flow.
• Mobile App (Softphone App): Make and receive calls, access voicemail, and manage features directly from your mobile device with a user-friendly softphone app.
• CRM Integration: Optimize workflows by integrating your hosted VoIP system with your Customer Relationship Management (CRM) software. Log calls, access caller information, and improve customer service experiences effortlessly.
• Advanced Call Analytics: Gain valuable insights into your communication patterns. Track call volume, duration, and trends to optimize your resources and identify areas for improvement.
• HD Call Quality: Experience crystal-clear conversations with high-definition audio quality. Eliminate background noise and ensure every word is communicated perfectly.
• Toll-Free Phone Numbers: Project a professional image and increase accessibility with toll-free numbers for your business.
• Local Phone Numbers: Establish a local presence with phone numbers in your target markets, fostering trust and brand recognition.
• Voicemail-to-email transcription: Stay on top of your messages with voicemail conveniently delivered to your inbox as email attachments.
• Unlimited Scalability: Easily adapt your phone system as your business grows. Add or remove lines in minutes to accommodate your evolving needs.

This is just a starting point. Hosted VoIP providers offer a vast array of features to cater to your specific requirements.

Beyond Hosted VoIP: UCaaS for Unified Communication

If you want a truly unified communication experience, consider UCaaS (Unified Communications as a Service). UCaaS builds upon the foundation of Hosted VoIP, seamlessly integrating features like:

• Video conferencing: Collaborate with colleagues and clients in real-time, regardless of location, with high-definition video conferencing capabilities.
• Business SMS: Enhance communication with team members and customers through secure and convenient business text messaging.
• File sharing: Effortlessly share documents, presentations, and other files within your team for streamlined collaboration.
• Instant messaging: Foster real-time communication and team discussions with instant messaging functionalities.

UCaaS offers a comprehensive communication suite that empowers businesses to connect, collaborate, and achieve success in today’s dynamic world.

Is Hosted VoIP Right for You?

Hosted VoIP can be an excellent choice for small businesses and startups thanks to its cost savings, scalability, mobility features, and robust calling capabilities included at no extra cost.

Not having to purchase and maintain on-premises hardware provides major financial benefits. The ability to easily add or remove users as needed supports business growth. And features like auto-attendants, video conferencing, and find-me/follow-me calling help projects a polished, professional image.

However, hosted VoIP relies heavily on stable, high-speed internet connection and bandwidth, which could be problematic in certain areas with poor connectivity. Businesses dealing with sensitive data or stringent compliance requirements will also need to thoroughly vet providers’ security practices and regulatory adherence.

Partnering with an enterprise-grade hosted VoIP provider helps mitigate these issues.

Reputable hosted VoIP providers take care of all security measures and comply with key regulations like HIPAA, PCI-DSS, and GDPR to provide a safe and secure communications infrastructure. They also offer robust service level agreements (SLAs) to ensure high uptime and quality of service.

Assess your hosted VoIP service, security needs, and calling requirements to determine if the benefits outweigh the potential drawbacks for their specific situation.

Choosing the Right Hosted VoIP Provider

With numerous providers offering hosted VoIP services, choosing the right one is crucial. Where do you begin?

• Pricing plans: Compare features and costs to find a plan that aligns with your communication needs and budget.
• Reliability: Uptime is key. Look for a provider with a proven track record of reliable network performance.
• Customer support: Ensure the provider offers prompt and efficient customer support to address any issues that may arise.
• Security: Choose a provider with robust security measures in place to protect your communication and sensitive information.

There’s no one best VoIP provider; although many competitive options like Nextiva do fulfill the requirements of an ideal VoIP provider.

Migrating To Hosted VoIP? Why Choose Nextiva

Need a new VoIP phone system or want to integrate your existing PBX with VoIP? Nextiva has you covered.

We offer a seamless migration process, exceptional customer support recognized by Gartner and GetVoIP reviews, and a reliable, secure network built for business continuity.

A 99.999% uptime is enterprise-level system availability. Nextiva also offers HIPAA-compliant hosted VoIP solutions for enhanced security.

Nextiva conducts regular security testing to scale its network. We pair that with award-winning customer service so businesses can focus on what matters: customers.

Whether setting up the new VoIP system, transferring existing data, or training your team, Nextiva offers a smooth transition to hosted VoIP so you can use it without interruptions.

Looking for a business communications solution beyond Aircall? You’ve come to the right place.

While Aircall excels in user-friendliness and affordability for small teams, some businesses may require a more robust feature set or integrations with specific CRMs.

This guide explores 10 Aircall alternatives, highlighting their strengths and potential drawbacks to help you find the ideal fit.

What Is Aircall?

Aircall is a cloud phone system and call center software that enables companies to set up a virtual call center, manage calls and contacts, analyze call data, and integrate with CRM and helpdesk tools. The company has about 15,000 users worldwide and is headquartered in France.

Key Aircall features include auto-attendants, call routing, contact center management, advanced analytics, and integrations with tools like Salesforce, Zendesk, and Slack.

Why Consider Aircall Alternatives

While Aircall offers a solid foundation for call centers, here are some reasons you might explore other telephony providers:

• Cost for larger teams: Aircall’s pricing structure can become expensive for larger teams with many agents and advanced feature needs.
• Limited customer support: Some user reviews mention occasional long wait times or unhelpful interactions with Aircall’s customer support.
• Analytics and reporting: Aircall’s reporting features may not be as comprehensive as some competitors, limiting data-driven insights for businesses focused on optimizing call center performance.
• CRM integration: The platform’s native CRM functionality might not offer the same level of integration as some all-in-one communication platforms.
• Occasional call quality issues: Aircall’s rapid growth has led to reports of occasional scaling problems impacting call quality and reliability.

Now, let’s review Aircall competitors worth checking out.

Top 10 Aircall Alternatives To Stay Ahead

The following table quickly compares the popular Aircall alternatives. Use it as a starting point to inform your research.

Feature	Nextiva	Grasshopper	OpenPhone	Dialpad
Focus, value proposition	Unified comms, more value for money	Cost-effective	Mobile-centric	AI-powered
Pricing	Starts at $18.95/user/month	Starts at $14/user/month	Starts at $15/user/month	Starts at $15/user/month
Key Features	Extensive call management features, user-friendly	Affordable, simple	Mobile app focus	Call coaching, analytics

Here’s a deep dive into each Aircall competitor:

1. Nextiva

Nextiva is a unified cloud communications platform known for its reliability, call quality, and extensive feature set (over 40 standard and advanced options).

Nextiva is easy to use and offers excellent customer support.

Nextiva’s cloud contact center provides real-time analytics into phone calls and has nurturing tools to automatically send information to customers. Its pricing is simple and affordable.

Depending on your business requirements, you can get a variety of standard and advanced phone system features.

What are Nextiva’s top features?

• Voice analytics: Collect information about VoIP calls and conversations with your customers. Get better at tracking call center metrics and KPIs, such as call volume, call time, hold time, answer speed, and more.
• Screen Pop: View important caller details on your screen to quickly get up to speed with inbound callers before picking up the phone. See their last interaction, customer experience score, account value, and survey responses.
• NextivaONE app: Consolidate voice, video conferencing, instant messaging, file sharing, and collaboration tools in one app for better communication across teams and devices.
• Customizable auto attendants: Greet callers professionally and direct them to the right person or department with automated call routing.
• Call recording and analytics: Gain valuable insights into call performance and customer interactions through call recording and detailed analytics.
• Built-in CRM integrations: Integrate Nextiva with your existing CRM platform for streamlined contact management and improved customer service.

Nextiva pricing

Nextiva offers three feature-packed VoIP plans that match small business budgets. The tiers (billed annually) include:

• Essential at $18.95/user/month provides unlimited voice and video calling, voicemail, toll-free numbers, integrations with Outlook and Google Contacts, and unlimited internet fax. This plan covers the core communication needs of most small businesses.
• Professional at $22.95/user/month adds unlimited conference calls for up to 40 participants, video conferencing, screen sharing, call forwarding, multi-level auto attendant, SMS, and MMS on mobile and desktop. You can also integrate with small business staples like Salesforce and HubSpot.
• Enterprise at $32.95/user/month includes unlimited participants for voice and video conferences, call recording, video recording, voicemail transcription, SSO, and advanced integrations. This top-tier plan provides enterprise-grade features to ambitious small businesses.

While Nextiva’s pricing may be slightly higher than some alternatives, it offers a comprehensive suite of features, excellent customer support, and a user-friendly platform. This translates to significant cost savings in the long run.

2. Grasshopper

Grasshopper is a great option for small businesses seeking a cost-effective solution. Grasshopper integrates your business line with your personal cell phone, offering features like vanity numbers and custom greetings.

Ideal for solopreneurs or teams on a tight budget, but may lack scalability for larger businesses.

What are Grasshopper’s top features?

While Grasshopper’s setup is different from other business VoIP platforms, it still offers some important communication features, including:

• Vanity numbers: Choose a catchy, memorable number like 1-800-NAME.
• Custom greetings: Craft professional voicemail and call-hold messages for customers in queue.
• Virtual receptionist: Opt for a live human receptionist to answer calls and schedule appointments.

Grasshopper pricing

Grasshopper caters to small businesses with four feature-packed plans at affordable price points. The tiers differ based on the number of users, phone numbers, and extensions supported:

• True Solo: For a single-person business, it includes 1 phone number for $14 per month billed annually.
• Solo Plus: For a business with multiple users, it includes 1 phone number for $25 per month billed annually. You can add additional users to your account for free.
• Small Business: For businesses that need flexibility and customization and include 4 phone numbers for $55 per month billed annually. You can add additional users to your account for free.

3. OpenPhone

Another business phone system designed for startups and small businesses. OpenPhone adds a new business number to your existing cell phone and offers features like a multi-channel inbox and call recording with transcriptions.

Consider exploring OpenPhone if you prioritize a mobile-centric solution.

What are some of its top features?

OpenPhone has a small but robust suite of communication tools, including:

• Multi-channel inbox: Manage voice calls, texts, and internal messages together in one place.
• Virtual phone numbers: Choose local numbers from various cities to build a national presence.
• Call recording and transcription: Review important conversations effortlessly with recordings and automatic transcriptions.

OpenPhone pricing

OpenPhone offers three main pricing plans, each with optional features and add-ons:

• Starter: $15 per user, per month, billed annually. Includes one new local or toll-free phone number per user, voicemail transcripts, calling, and messaging to US and Canadian numbers.
• Business: $23 per user, per month, billed annually. All Starter features include group calling, custom ring orders, call transfers, AI call summaries and transcripts, HubSpot and Salesforce integrations, phone menus, analytics and reporting, and auto call recording.
• Enterprise: Custom contract and pricing, a dedicated account manager, priority support, and an audit log. Pricing is not listed on the website and requires contacting the sales team.

4. Dialpad

Dialpad offers an AI-powered business phone system well-suited for hybrid teams, offering features like call coaching and real-time analytics.

What are Dialpad’s key features?

• Voice intelligence tool to coach remote teams and for real-time conversations.
• Unlimited domestic and Canada/US calling.
• Real-time analytics for tracking usage and adoption. 

Diapad pricing

Dialpad provides three main pricing tiers (billed annually):

• Standard Plan $15/user/month. Includes unlimited calling, voicemail transcription, real-time analytics, Google Workspace and Microsoft 365 integrations, SMS, MMS & team messaging, and up to 3 departments/ring groups.
• Pro Plan ($25/user/month): Includes all features of the Standard Plan, plus 24/7 live agent support, CRM integrations, open APIs, international SMS, up to 25 departments/ring groups, and more.
• Enterprise Plan (Contact Sales): Includes all features of the Pro Plan, plus unlimited office locations, unlimited departments/ring groups, priority live agent support, and more.

5. Phone.com

Phone.com delivers essential communication tools at a competitive price point. It allows businesses to create a professional presence with business phone numbers usable on personal devices.

Consider Phone.com if you prioritize affordability and core call center functionalities.

What are some of its top features?

Key Phone.com features include:

• Voice tagging for customizing greetings based on menu choices.
• Call queues for intelligent call routing.
• Account that enables calling, messaging, and video conferencing from any device.

Phone.com pricing

Phone.com offers three pricing tiers:

• Basic: Usage-based, includes 500 pooled minutes, one phone number per account, and video conferencing with 10 participants.
• Plus: Unlimited minutes and text messaging, one phone number per user, and video conferencing with 25 participants.
• Pro: All features of Plus users, plus call recording, call analytics, and voicemail transcription.

6. GoToConnect (formerly Jive)

An all-in-one cloud communications suite for small and medium businesses. GoTo Connect combines business phone, meetings, and messaging within a broader platform focused on business-customer communication.

Evaluate GoToConnect if you seek a unified platform for various communication

What are some of its top features?

GoToConnect customers can enjoy its top VoIP features like:

• Support center to view calls in queue, weekly support activity, and the status of each call.
• Hot desking for flexible working across devices and locations.
• Personal meeting rooms to host team meetings with a private virtual meeting room.

GoTo Connect pricing

GoTo Connect offers a variety of communication features including phone service, video conferencing, messaging, and a contact center. There is no pricing listed on the website, but they do offer a free trial. Users can contact GoTo Connect for a quote.

Here’s another GoTo Connect pricing guide to refer to.

7. 8X8

8×8 provides a unified cloud communications platform with voice, video, chat, and contact center functionalities.

The platform offers real-time call monitoring and advanced features like call parking. However, pricing requires customized quotes, so it’s best suited for businesses comfortable with a more complex setup process.

What are some of its top features?

8×8 offers excellent call management features, including:

• Real-time call monitoring to monitor agent calls and provide feedback.
• Caller ID and blocking to understand who’s calling you and blocking people from seeing your caller ID when making outbound calls.
• Call parking to transfer calls to a team member’s queue.

8X8 pricing

8×8 pricing requires custom quotes across five tiers:

• X2 provides bundled voice, video, chat, global calling, meetings, SMS, and Microsoft Teams integration.  
• X3 builds on X2 with unlimited global calling to over 48 countries and administrative features.
• The X6, X7, and X8 contact center plans add omnichannel support, analytics, automation, and workforce optimization.

You need to speak to an 8×8 salesperson to get a pricing quote for these plans.

8. OnSIP

OnSIP is a hosted VoIP provider that allows businesses to keep their existing phone numbers. The platform offers features like skill-based routing and video conferencing, with pricing plans catering to different call volumes.

Consider OnSIP if you prioritize retaining your existing phone numbers while migrating to a cloud-based solution.

What are some of its top features?

Customers on different plans get access to different OnSIP features. Amongst some of their top features are:

• Skill-based routing with Sayso (a live voice and video chat feature) encourages site visitors to contact you.
• Auto attendants and interactive voice response (IVR) menus greet callers professionally and direct them to the right person or department.
• Call recording and call analytics help gain valuable insights into call patterns and agent performance.
• Video conferencing and screen sharing to collaborate with colleagues and clients face-to-face.

OnSIP pricing

Onsip offers two main pricing plans:

• Unlimited: An all-in-one business phone system with free desk phones or headsets for $18.95 per month, per user, with a minimum of five users.
• Starter: Built for customers with a lower call volume and costs $49.95 per month, per account. Calling minutes are not included with the Starter plan.

In addition to the base plans, OnSIP offers a variety of individual features that can be added to customize a plan. These features include auto attendants, call recording, dial-by-name directory, ring groups, voicemail, call parking, and more.

9. Ooma Office

Ooma Office is a streamlined business phone service for small teams. It focuses on ease of use and offers features like call blocking and conference calling.

Explore Ooma Office if you prioritize a user-friendly and cost-effective solution for a small team.

What are some of its top features?

Key Ooma features include:

• Call blocking blocks unwanted calls from telemarketers or specific numbers.
• Conference calling connects with multiple parties at once for virtual meetings.
• Ring groups distribute incoming calls to multiple extensions or lines simultaneously.

Ooma Office pricing

Ooma offers three straightforward pricing tiers:

• Ooma Office Essentials: Costs $19.95 per month per user and includes unlimited calling to the US, Canada, and Mexico, along with voicemail, caller ID, call waiting, and a free Ooma Telo Air device.
• Ooma Office Pro: Costs $24.95 per month per user and includes all the features of Ooma Office Essentials, plus international calling discounts, a toll-free number, and auto-attendant.
• Ooma Office Pro Plus: Costs $29.95 per month per user and includes all the features of Ooma Office Pro, plus 1,000 text messages per month and call recording.

Besides basic plans, Ooma offers several optional services, such as porting your existing phone number ($39.99) and additional phone numbers ($9.95 per number per month).

10. Twilio Flex

A digital engagement center facilitating communication across various channels like phone, email, chat, and messaging apps. Twilio Flex empowers businesses with a customizable interface and intelligent routing for efficient customer interactions.

Consider Twilio Flex if you require an omnichannel communication solution with a high degree of customization.

What are some of its top features?

• Omnichannel communications unite voice, SMS, messaging, email, and chat for simplified customer engagement.  
• Customizable interface lets developers build custom channels, integrations, and workflows to adapt the platform to unique needs.
• Intelligent routing distributes calls smartly based on agent availability, skills, and real-time data. 

Twilio Flex pricing

Twilio Flex pricing varies by user with 5000 free user hours and two pricing tiers:

• Per-hour pricing: $1 per user, per hour. Good for companies with part-time agents or those that experience seasonal traffic fluctuations.
• Per-user pricing: $150 per user, per month, for businesses with a predictable number of agents who will be using Flex for a full month.

Both plans include a free trial with 5,000 free active user hours.

Choosing the Right Aircall Alternative

The best Aircall alternative depends on your specific needs and priorities. Consider factors like:

• Business size and call volume: Features and scalability needs will differ based on team size and call volume.
• Required features: Identify features crucial to your call center operations (e.g., advanced analytics, CRM integrations).
• Budget: Compare pricing structures and identify a solution that aligns with your budget.
• Ease of use: Evaluate the user interface and onboarding process to ensure a smooth transition for your team.
• Customer support: Assess the importance of readily available and helpful customer support.
• Integrations: Consider your existing technology stack and ensure compatibility with the chosen alternative.
• Scalability: If you anticipate future growth, prioritize solutions designed to scale with your business needs.

Evaluate these factors alongside the strengths and weaknesses of each Aircall alternative explored above to make an informed decision that empowers your business with the most suitable communication solution.

Don’t forget to conduct further research or request free trials or demos to gain hands-on experience before making your final choice.

Why Is Nextiva a Top Aircall Alternative?

The ideal communication solution strikes a balance between features, cost, ease of use, and scalability to seamlessly integrate with your existing workflow and propel your business forward. And Nextiva does just that.

Nextiva offers a slew of features — over 40 standard and advanced phone system features that can be customized to fit any call or contact center solution.

It’s also highly rated by users for ease of use, allowing you to set up complex call flows and routing in just minutes. Whenever questions arise, Nextiva’s amazing support team is ready to guide users through any aspect of the service.

However, features and support wouldn’t matter much without rock-solid reliability and security. Nextiva delivers both military-grade data centers and end-to-end encryption protecting every conversation.

Nextiva’s extensive features, ease of use, stellar support, and ironclad security, earned it the #1 spot as U.S. News’ top-rated business phone provider for two years straight.

Businesses seeking to take their phone connectivity to the next level need look no further.

Note: Aircall, Grasshopper, OpenPhone, Dialpad, Phone.com, GoToConnect, 8×8, OnSIP, Ooma Office, and Zoom have no relationship with Nextiva, Inc. and are the registered trademarks of their respective owners.

When it comes to choosing VoIP and contact center software, the options are endless, so making a choice can be time-consuming. 

Nextiva’s business VoIP phone system is an ideal solution for many companies, but we appreciate that there might be times when other business phone services make sense, too.

You’ve landed on our blog, so obviously our list is going to include Nextiva, but we’ll also list some great Nextiva alternatives that have their own advantages.

So let’s get into when Nextiva is the best business phone service for you, and then we’ll introduce some Nextiva competitors for you to consider.

Is Nextiva the Right Contact Center for You?

Nextiva provides a VoIP phone system, productivity app, and customer experience platform. And what’s more, it brings them together through internal integrations. Packed with all the essential features like call recording, collaboration tools, and self-service, Nextiva has a one-up on competitors since you can get started in clicks rather than months.

Let’s take a look at the top three use cases where Nextiva’s business phone system comes into its own.

1) You’re an agile team that needs to get set up quickly

With Nextiva, there’s no need to hire an external consultant and spend months planning your deployment. If you’re ready to go, you can set up your phone system from Nextiva in days rather than weeks or even months. The same applies to creating a new call center.

Designed for small to medium businesses that are able to get going right away, Nextiva’s quick self-setup model benefits from:

• Drag and drop setup tools
• Simple pricing and buying processes
• Comprehensive support documentation

2) Integration of front and back office is crucial

What happens when your contact center agents receive those calls that require expert help? You know, the really technical stuff that needs a product specialist or project manager.

Your current process might be to put the customer on hold, walk around the office panicking, not find anyone suitable, and then offer to phone the customer back since you have no way to escalate the call.

Nextiva solves this problem by integrating your cloud-based phone system with your staff. With a click of a button, agents can check the presence of subject matter experts, send them a team message, and transfer the call if needed.

There are no dropped calls since everything happens from Nextiva’s communications platform, and – most importantly! – no chance of infuriating your customer when they need help the most.

3) You need a contact center that scales with you

During peak periods, like Black Friday and Christmas, what does your current process look like? If you’re like most SMBs, you probably need more staff – but you only need to hire them for a set period of time.

Shouldn’t the same be true for the software you need to do your job?

With Nextiva, you can scale your VoIP and contact center licenses as and when you need them. That’s the beauty of Contact Center as a Service (CCaaS).

Top 10 Nextiva Alternatives

Now, let’s take a look at the top alternatives to Nextiva. 

1) Five9

Nextiva is perfect for call center functionality like call recording, auto attendants, and analytics.

But if you need access across channels like email, web chat, and social media, plus the potential to introduce chatbots and artificial intelligence, Five9 offers these features, but often at a higher price point and with less reliability.

Pros:

• Integrates with Nextiva’s business voice solution
• Omnichannel functionality and reporting
• Predictive analytics based on customer trends
• Robust workflow automation capabilities

Cons:

• May be overwhelming for small businesses
• No proprietary phone system
• Higher priced than many contact center solutions

Monthly Pricing:

• Digital (digital only): $175 per user
• Core (voice only): $175 per user
• Premium: $235 per user
• Optimum: $290 per user
• Ultimate: $325 per user

2) Ooma

Nextiva is the perfect VoIP solution for getting started over the top of your existing internet. In other words, it can be used with your current internet connection without needing additional infrastructure or a separate phone line.

But if what you need is a supplier who provides both the connectivity and phone system (the same VoIP provider for connectivity, calls, and hardware), then Ooma is a good alternative.

Pros:

• Same provider for phone calls and connectivity
• Compatible with home alarms and satellite boxes
• Provides both home and business communications

Cons:

• No multichannel contact center option
• Proprietary desk phones may be incompatible with other service providers

Monthly Pricing:

• Essentials: $19.95 per user 
• Pro: $24.95 per user
• Pro Plus: $29.95 per user

3) 8×8

Nextiva is a scalable platform that’s among the top unified communications (UCaaS) providers for businesses.

When you want a different approach, 8×8 offers a customizable communications as a service option called XaaS (“Anything as a Service”).

8×8 is a good alternative to Nextiva when you have prescriptive needs for contact center, voice, video meeting, and chat.

Pros:

• Single platform for voice, video, chat, and contact center
• Integration in different apps like Salesforce and Microsoft Teams
• Supports unlimited users on the most basic plan, X2
• Discount for annual billing

Cons:

• Frequently changed model
• Some basic features only available in higher pricing tiers
• Users often mention customer service issues in reviews

Monthly Pricing:

• Business Communication Plans:
  • X2 Plan: $24 per user 
  • X4 Plan: $44 per user
• Contact Center Plans (require a Business Communication plan as base):
  • X6 Plan: $85 per user 
  • X7 Plan: $110 per user
  • X8 Plan: $140 per user

4) RingCentral

Nextiva does a great job of catering to medium-sized businesses that need a new service with both VoIP and contact center functionality. But if you have an existing on-premises Avaya or Mitel deployment, you might be looking for a more customized transition path to a cloud-based business phone service.

RingCentral is a Nextiva alternative when you have an Avaya or Mitel legacy PBX, thanks to its partnerships aimed to speed up cloud transformation for legacy PBX customers. The company’s more expensive plans also provide API access if you’re coding up a telephony solution.

Pros:

• SD-WAN connectivity partners
• Partnerships with Avaya and Mitel
• Specialist packages for verticals like healthcare and manufacturing

Cons:

• Planning for contact center needs sales engagement
• Frequent pricing changes make it hard to develop a business case
• The Core plan does not include virtual faxing

Monthly Pricing:

• Core: $30 per user
• Advanced: $35 per user
• Ultra: $45 per user

5) Dialpad

Nextiva is best for smaller companies that know their business requirements inside and out. If you have a good grasp of what you need, getting set up is straightforward.

But if you decide that your business is ready for more complex AI or you’re tempted to try out new self-service and proactive technologies, Dialpad has several alternatives at its disposal.

Dialpad is a good Nextiva competitor if you’re savvy when it comes to AI or open to experimentation.

Pros:

• Range of AI service built into call center module
• Maturing in-market presence
• Discount for annual billing

Cons:

• May be overwhelming for small businesses
• Contact center planning needs sales engagement

Monthly Pricing:

• Standard: $15 per user
• Pro: $25 per user
• Enterprise: custom

6) Zoom

As a business tool, Nextiva has a clear focus on streamlining internal and external business communications. 

However, if you prefer a more user-friendly interface similar to what people are accustomed to at home, Zoom might be a better choice. Many users are already familiar with Zoom’s consumer-style interface from personal use.

Zoom is a neat Nextiva alternative that comes with the benefit that the majority of your team have already used it before. It’s likely that its business communications software is already installed on your computer.

Pros:

• Integration with other platforms like Microsoft Teams
• Free access to 40-minute video conferencing and screensharing
• Familiar interface

Cons:

• New to the contact center market
• Regular new products can be overwhelming for small businesses

Monthly Pricing:

• Basic: Free
• Pro: $15.99 per user
• Business: $21.99 per user
• Business Plus: $26.99 per user
• Enterprise: custom

7) Webex

While it’s quick and easy to set up Nextiva, some deployments need large-scale planning.

If you’ve already got Webex phones, meeting room devices, or need professional services from your VoIP provider, Webex is a good corporate Nextiva alternative for those looking to integrate phone and call center services with existing meeting room infrastructure.

Pros:

• Experience in enterprise deployments
• Large pool of professional services resources
• Native integration with Webex meeting room setups

Cons:

• Less than ideal for small teams
• New to cloud contact center

Monthly Pricing:

• Basic: Free
• Starter: $13.50 per user
• Business: $26.95 per user
• Enterprise: contact sales

8) Microsoft Teams

Nextiva offers a business VoIP phone system that also integrates with Microsoft Teams. 

But if you’re already in the Microsoft ecosystem for tools like SharePoint, Office 365, and other Microsoft apps, it makes sense to use Teams as your collaboration app.

You can use Teams with Nextiva underpinning your phone capabilities behind the scenes. In fact, 85% of Teams users pick another business phone service. Using Nextiva for call management and Teams for collaboration features is a wise choice.

Pros:

• Integrates with Nextiva’s unified communication solutions
• Global leader for meetings and collaboration
• Native integration with Microsoft ecosystem

Cons:

• Complex deployment for small to medium businesses
• Often need specialist internal resources
• Business phone numbers need a calling plan

Monthly Pricing:

• Microsoft Teams Essentials: $4 per user
• Microsoft 365 Business Basic: $6 per user
• Microsoft 365 Business Standard: $12.50 per user

9) Google Voice / Workspace

While Nextiva is an all-in-one cloud communications platform that offers various business communication and collaboration tools, Google provides a range of document-sharing tools with a similar look and feel.

If you use productivity apps like Google Docs, Slides, or Drive, it might make sense to keep everything under the Google umbrella.

Google Voice, which can be used as a standalone service or integrated with Google Workspace, provides a lightweight alternative that provides VoIP service within the Google ecosystem. However, it’s not the best Nextiva alternative since it’s not as customizable as businesses usually want.

Pros:

• Native integration within the Google ecosystem
• Consistent interface throughout the product suite
• Available via web apps, so no need for desk phones

Cons:

• Frequent changes to core video calling apps (Chat, Hangouts, Meet)
• Doesn’t integrate with competing suites
• Starter plan lacks advanced features (auto attendant, call recording, ring groups, etc.)

Monthly Pricing:

• Business Starter: $6 per user
• Business Standard: $12 per user
• Business Plus: $18 per user
• Enterprise: contact sales

10) Zendesk

Nextiva call center is used by many companies as their first line of support. But it doesn’t pretend to be a fully fledged customer support ticketing system.

If your sole focus is customer support, Zendesk is a Nextiva alternative that does a great job of providing a place for your customer’s support questions to live. Ironically, the company has earned a bad rap for limited support availability, which could compel users to seek a Zendesk alternative like Kustomer.

Pros:

• Full suite for ticketing and customer experience
• Tailored solutions for support and sales
• Consistent market leader

Cons:

• No calling features or collaboration features
• No desktop app
• Limited support availability

Monthly Pricing:

• Support Team: $25 per user
• Support Professional: $69 per user
• Support Enterprise: $149 per user

How to Choose the Right Contact Center Software for Your Team

Choosing the right contact center provider involves evaluating several key factors to make sure the solution meets your specific business needs. 

Here’s a quick list of various features to consider in order to help you make an informed decision when choosing contact center software:

Business needs:

• Volume of Calls: Estimate the number of outgoing and incoming calls.
• Channels: Determine the communication channels you need (voice, email, chat, social media).
• Integration: Check for CRM integration and other essential business tools.
• Scalability: Make sure the solution can grow with your business.

Key features:

• Omnichannel Support: Look for providers offering integrated support for various communication channels, as well as international calling capabilities.
• Automation and AI: Do you need features like automated responses, chatbots and live chat, or AI-driven analytics?
• Reporting and Analytics: Comprehensive reporting tools to track performance and customer satisfaction.
• Workforce Management: Tools for scheduling, forecasting, and managing agent performance, as well as advanced features like voicemail transcription. 

Ease of use:

• User Interface: Choose software with an intuitive and user-friendly interface.
• Deployment Options: Decide between cloud-based, on-premises, or hybrid solutions.
• Customization: Does it have the ability to customize the software to fit your specific processes and workflows?

Reliability and security:

• Uptime Guarantee: Check for Service Level Agreements (SLAs) that ensure high availability (like Nextiva’s 99.999% uptime).
• Data Security: Make sure the provider complies with relevant security standards and regulations (e.g., GDPR, HIPAA).

Cost and ROI:

• Pricing Model: Understand the pricing structure (subscription-based, per-user, or usage-based).
• Total Costs: Consider all costs, including setup, maintenance, and any potential hidden fees.
• ROI: Estimate the return on investment by evaluating how the software will improve efficiency and customer satisfaction.

Vendor reputation and reviews:

• Market Presence: Consider vendors with a strong market presence and proven track record.
• Customer Reviews: Read reviews and testimonials from other businesses in your industry.
• Industry Awards: Look for software that has received industry recognition and awards.

Regardless of any basic or advanced features you’re considering, always request live demos, if possible, and take advantage of free trials to test the software in your environment.

Nextiva’s Cloud-Based Phone System Solution 

There are plenty of use cases for all the Nextiva alternatives mentioned in this post. 

But there’s also a strong case for choosing Nextiva if you’re an SMB that’s ready to move quickly, or one that prioritizes back and front office integration. Just take a look at any Nextiva review to see how other businesses like yours rate it.

Nextiva offers these advanced features:

• Unlimited calling across the U.S., Canada, and Mexico
• A complimentary toll-free phone number is included with every plan
• Multi-level auto attendants guide callers to the right team
• Update call flows in real time with plenty of ease of use
• Business text messaging (SMS) to exchange messages with customers
• Professional Interactive Voice Response (IVR) functionality available
• Unified communications products range from VoIP service to a full-featured contact center
• Modern softphone apps to stay connected with desktop apps and mobile apps (macOS, Windows, iOS, Android)
• Group team messaging and 1:1 video calls from one business phone app
• Enterprise-grade reliability with 99.999% uptime and reliability with automatic failover
• The industry’s best customer service , including access to a 24/7 live support team with friendly phone system experts

See if you can match your needs to the business phone providers highlighted in this post. If not, reach out to Nextiva to learn more about how we can help you!

Nextiva Alternatives FAQs

While Dialpad offers a robust suite of features, its AI focus and pricing might not align with every business’ needs.

All you need is a reliable phone system that’s user-friendly, affordable, and meets your current requirements (without added complexity!).

This guide explores top alternatives to Dialpad, catering to various needs and budgets. We’ll delve into each option’s strengths and weaknesses, helping you navigate the options and find the perfect communication solution for your growing business.

Dialpad’s Strengths

Dialpad is a cloud-based communications provider that offers Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions. Before diving into its alternatives, let’s see why businesses choose Dialpad:

• AI-powered features: Dialpad leverages AI for tasks like bot-assisted live chat and intelligent call routing, enhancing efficiency and customer experiences.
• Scalability: The platform scales to accommodate growing businesses, supporting a range of user sizes.
• Contact center features: Dialpad offers features like automatic call distribution (ACD) and real-time analytics for businesses requiring advanced contact center capabilities.

Why Look for Dialpad Alternatives

Businesses might explore Dialpad competitors for various reasons: seeking a more budget-friendly option, needing a broader range of integrations, or prioritizing video conferencing capabilities.

Here are a few key ones:

1) Focus on AI

If your communication strategy prioritizes human interaction over AI-driven automation, Dialpad’s emphasis on AI might not be ideal.

Dialpad excels when businesses fully use its AI features, such as bot-assisted live chat for identification and verification. However, if you have established human-centric processes, relying heavily on AI might not align with your current priorities.

In such cases, you may be paying for features you’ll never use, and it might be worth exploring alternatives that better match your needs.

2) Complex implementation

For some users, the AI features and setup process might feel overwhelming, especially for smaller teams.

Setting up Dialpad can be time-consuming, especially when dealing with complex AI elements like bot scripts and data pre-loading. Rushing through the provisioning and configuration phases may result in suboptimal outcomes.

If you need to set up a contact center solution quickly, other business phone systems might be better suited for quick and self-service onboarding, offering more straightforward setup processes and requiring less upfront configuration.

3) Cost concerns for small businesses

Dialpad’s pricing might not be the most budget-friendly option for all businesses, particularly for those with limited needs.

Dialpad’s UCaaS tools are priced at $23 (Standard) and $35 (Pro) per user per month, but getting a clear picture of the costs for your contact center implementation often requires a lengthy conversation with its sales team.

Smaller businesses with straightforward requirements prefer alternatives that offer more transparent and accessible pricing information, allowing for easier comparison without extensive sales interactions.

Top 10 Dialpad Alternatives & Competitors in 2024

If you’re short on time, here’s a quick comparison of the top five Dialpad competitors.

Feature	Nextiva	Aircall	3CX	Grasshopper	Zoom Phone
Pricing (per user/mo)	Starts at $18.95	Starts at $30	Free (limited for up to 10 users)	Starts at $14	Starts at $10
Integrations	Extensive	Popular Apps	Limited	Limited	Popular Apps
Mobile App	Yes	Yes	Yes	Yes	Yes
International Calling	Yes	Yes	Yes (add-on)	Yes	Yes
Video Conferencing	Yes	No	Yes	No	Included
Target Audience	SMBs, Enterprises	SMBs	Solopreneurs & SMBs	Solopreneurs, SMBs	SMBs
Best For	Small businesses looking to move quickly and want one phone system for all their team members with plenty of integrations	Businesses who spend all day in an app like Zendesk or Slack	Basic requirements if you’re looking for a no-frills approach to VoIP	Adding a business number to your personal phone	Users familiar with Zoom

Here’s a quick guide to which alternative might be a good fit:

• For value-conscious businesses: Consider OpenPhone (basic plan).
• For extensive integrations: Nextiva or Aircall offer a wide range of options.
• For video conferencing-centric needs: Zoom Phone integrates seamlessly with Zoom meetings.
• For international calling: 8×8 is a strong contender.
• For call centers: Nextiva offers features specifically designed for high-volume calling environments.

The following options cater to a range of business needs and communication styles:

1. Nextiva

Nextiva is a comprehensive cloud-based phone system and UCaaS solution combining voice calls, email, video conferencing, web chat, and social media into a single platform. Nextiva excels for small and medium businesses seeking a user-friendly platform that fosters team collaboration and enhances customer experience.

Key features

• Omnichannel support across phone, email, video calls, web chat, and social media
• Cross-channel reporting and analytics
• UCaaS and CRM integration library for access to back-office data
• Single interface for team messaging and business communications
• Advanced telephony features include auto-attendants, intelligent virtual assistants, voicemail transcription, and more

Why Nextiva is a good Dialpad alternative

Nextiva stands out from other communication platforms by offering three unique features:

1. Combining all communication channels into a single thread
2. Integrating team and customer collaboration into one tool
3. Merging business communications and customer support in a single app

With a 99.999% SLA and 24/7 support, including chat and ticketing options, Nextiva ensures reliable service and assistance whenever needed. The Nextiva Support Center provides webinars, phone guides, and documentation for self-administration.

Nextiva pricing

Nextiva offers tiered pricing based on the features you need. Here’s a rundown:

• Essential: Starts at $18.95 per user, per month. A basic plan suitable for small teams.
• Professional: Starts at $22.95 per user, per month. Offers additional features like video conferencing and voicemail transcription.
• Enterprise: Starts at $32.95 per user, per month. Designed for small and medium businesses with advanced needs.

Check out all of Nextiva’s pricing options ↗

Who is Nextiva best for?

Nextiva is an excellent choice for small to medium-sized businesses looking for a comprehensive, cloud-based communication solution.

It’s particularly suitable for companies that require seamless integration between front and back-office operations, as well as those seeking a scalable and easy-to-set-up communication platform.

Pros and cons

Pros	Cons
Easy to set up when you need to move quickly	Fewer AI options compared to Dialpad
Integration of front and back office	No integration with Apple Business Chat
Scalable and cloud-first approach

2. Aircall

Aircall is a cloud-based call center software ideal for businesses that prioritize a streamlined experience for agents working within a single application like Slack or Zendesk. Aircall offers real-time analytics, call recording, and customizable IVR.

Key features

• Real-time call analytics and reporting
• Call recording and monitoring for quality assurance and training purposes
• Customizable IVR to efficiently route calls
• Softphone functionality for making and receiving calls directly from a computer or mobile device

Aircall pricing

Aircall offers two main subscription plans with a free trial available:

• Essentials: At $30 per user per month (billed annually) or $40 per user per month (billed monthly). It includes core call center features, unlimited inbound calls (excluding toll-free numbers), integrations and API access, smart call queuing, and phone support. One phone number is included in this plan.
• Professional: At $50 per user per month (billed annually) or $70 per user per month (billed monthly). It includes all the features of the Essentials plan, plus additional benefits like Salesforce integration, a PowerDialer tool, advanced analytics, and more.

*Extra phone numbers can be added to either plan for an additional $6 per month. Aircall requires a minimum of 3 users for all its plans. You can also request a personalized quote from its sales.

Who is Aircall best for?

Small to medium-sized businesses and startups that need a reliable and scalable call center solution find Aircall suitable. The platform’s pay-as-you-go pricing model and free trial option make it an accessible solution for growing companies.

Pros and cons

Pros	Cons
User-friendly interface and easy setup	Limited multichannel support (voice-focused)
Real-time analytics and reporting	Advanced features may require higher-tier plans
Customizable IVR for efficient call routing	Some integrations may require additional setup

3. 3CX

3CX is a feature-rich Dialpad alternative offering phone systems, video conferencing, and live chat functionalities. 3CX provides deployment flexibility (cloud or on-premise) and caters to businesses with varying IT infrastructures.

Key features

• Advanced phone service functionality for granular control and customization
• Web browser and mobile app access for convenient communication
• QR code softphone configuration for easy user setup

3CX pricing

3CX offers a freemium model with paid plans. Here’s a breakdown of the different plans billed annually:

Its pricing changed in August 2022, so it might be best to consult their official website for the latest info.

Who is 3CX best for?

The software’s focus on simplicity makes it an attractive choice for smaller teams or those with basic communication requirements. 3CX is also an excellent choice for businesses with technical expertise and a desire for granular control over their communications system.

Pros and cons

Pros	Cons
Microsoft Teams integration for direct call routing	Lacks modern collaboration features
Softphone installation and setup	Not a true contact center solution
DIY VoIP phone service option	Technical skills required for maintenance and configuring PBX systems.
Free plan for up to 10 users	Limited scalability for larger enterprises

4. OnSIP

OnSIP is a user-friendly VoIP replacement for on-premises phone systems. Ideal for businesses seeking a basic solution that prioritizes simplicity and doesn’t require advanced collaboration features.

Key features

• Basic call management features, including call forwarding, voicemail, and call parking
• Integration with popular business tools like HubSpot and Zendesk
• Ability to configure an informal contact center using VoIP capabilities
• Web-based administration portal for easy system management

OnSIP pricing

OnSIP’s pricing structure revolves around a base subscription with additional features available for separate fees. Here’s a breakdown:

• Unlimited: At $18.95 per month per user (minimum 5 users), including unlimited call recording, voicemail, auto-attendants, and ring groups.
• Per-feature pricing: OnSIP charges extra for some advanced features like auto attendants: $19.95 per menu, per month.
• Free Trial: Offers a free trial, so you can test out the service before committing.

Who is OnSIP best for?

OnSIP is best for small to medium-sized businesses that don’t require advanced collaboration features or a full-fledged contact center solution, OnSIP’s straightforward approach to VoIP communication makes it an attractive Dialpad alternative.

Pros and cons

Pros	Cons
User-friendly interface and easy-to-use features	No omnichannel experience
Ability to configure an informal contact center	Expensive to configure contact center capabilities
Reliable VoIP provider	Limited collaboration features
	Fewer advanced features compared to Dialpad
	Complex pricing structure

5. OpenPhone

OpenPhone is a modern solution for startups and small businesses. OpenPhone offers a unified interface for managing business calls, texts, and contacts, making it a straightforward and user-friendly communication solution.

Key features

• Custom phone book for easy contact management
• Shared phone numbers for seamless team collaboration
• Integration with Salesforce and HubSpot CRMs
• A lightweight solution that eliminates the need for traditional VoIP desk phones

OpenPhone pricing

OpenPhone offers three pricing plans with a la carte options for additional features:

• Starter: $15 per user, per month (billed annually) or $19 per user, per month (billed monthly). It includes unlimited calling and texting within the US and Canada, one domestic phone number per user, text messaging, and more.
• Business: $23 per user, per month (billed annually) or $33 per user, per month (billed monthly). It includes all the features of the Standard Plan, plus advanced call routing features, call recording transcripts, and HubSpot and Salesforce integrations.
• Enterprise: For organizations with more complex requirements, request a quote from OpenPhone’s sales team.

Who is OpenPhone best for?

OpenPhone is an ideal choice for startups and small businesses that don’t need the complexity of feature-rich solutions like Dialpad. The platform’s focus on basic phone use cases and its streamlined interface make it an attractive option for small teams.

Pros and cons

Pros	Cons
Flexible pricing plans	No contact center option
User-friendly mobile and web apps	Limited CRM integrations (Salesforce and HubSpot only)
Customizable business phone numbers	Some integrations require higher pricing tiers
Integrations with popular business tools	Not suitable for enterprises with advanced requirements

6. Grasshopper

Grasshopper provides a virtual business phone number that can be used on personal mobile devices. Grasshopper benefits small business owners and entrepreneurs seeking a professional presence without a separate business phone.

Key features

• Virtual receptionist feature for call forwarding based on caller input
• Toll-free number selection for a professional business presence
• Easy setup and management through a user-friendly interface

Grasshopper pricing

Grasshopper offers virtual phone system plans with features suitable for solopreneurs, small businesses, and even larger teams.

• True Solo: For a single-person business and includes 1 phone number for $14 per month billed annually.
• Solo Plus: For a business with multiple users and includes 1 phone number for $25 per month billed annually. You can add additional users to your account for free.
• Small Business: For businesses that need flexibility and customization and includes 4 phone numbers for $55 per month billed annually. You can add additional users to your account for free.

Grasshopper also offers a free trial for 7 days. You can also purchase add-ons like additional phone numbers ($9/month each).

Who is Grasshopper best for?

Grasshopper works best for small businesses, entrepreneurs, and freelancers who want a professional presence without the complexity and cost of a full-fledged business phone system.

Pros and cons

Pros	Cons
7-day free trial to test the service	Only available in the USA and Canada
Easy toll-free number selection	Call recording is not permitted
Separates business and personal communication	No contact center option
	Limited international calling capabilities

7. Zoom Phone

Zoom Phone banks on the familiarity and ease of use of the popular Zoom video conferencing platform. Zoom Phone offers a smooth transition for businesses seeking a UCaaS solution with a consumer-grade interface.

Key features

• UCaaS suite including phone, meetings, chat, mail, and calendar
• Ability to transform the Zoom interface into a contact center console
• Support for popular communication channels like email, web chat, and social media
• Integration with other platforms, such as Microsoft Teams

Zoom Phone pricing

Zoom Phone offers a freemium pricing model with tiered paid plans catering to individual users, small teams, and enterprises.

• US & Canada Unlimited: Unlimited calling to the US and Canada for $180 per year per user.
• US & Canada Metered: Pay-as-you-go calling for $120 per year per user, plus additional fees for outbound calls.
• Global Select 48 Countries: Unlimited calling to 48 countries, including the US, Canada, and many European countries, for $240 per year per user.

Zoom Phone also offers a number of add-on features, such as unlimited calling to 19 additional countries and SMS/MMS messaging.

Who is Zoom Phone best for?

Zoom Phone remains a strong contender as a Dialpad alternative, particularly for organizations that value user adoption and ease of use. Its comprehensive UCaaS suite and ability to function as a contact center console make it a versatile choice for businesses with diverse communication needs.

Pros and cons

Pros	Cons
Free access to 40-minute meetings	New to the contact center market
Familiar interface for easy adoption	Complex configuration for automated workflows and IVR
Seamless integration with other Zoom apps and features	Regular new product releases may overwhelm small businesses
	Potential security concerns due to a large user base

8. Vonage

Now owned by Ericsson, Vonage offers a UCaaS solution with features like chat, calling, and meetings within a single application. It caters to businesses with a focus on customer engagement and conversational commerce.

Key features

• Developer-friendly products for programmable voice, messaging, and SMS automation
• Conversational commerce add-on for enhanced customer engagement
• Access to composable Communications Platform as a Service (CPaaS) options

Vonage pricing

Vonage offers a variety of phone plans for businesses. Here’s a summary of the pricing options:

• Mobile: $19.99 per month/per line, plus taxes and fees. Includes the VBC Mobile App, unlimited domestic calling, SMS and MMS, voicemail, and a main local company number.
• Premium: $29.99 per month/per line, plus taxes and fees. All the features of the Mobile plan, plus unlimited video meetings (up to 200 participants), team messaging, VBC App Center, and single sign-on.
• Advanced: $39.99 per month/per line, plus taxes and fees. All the features of the Premium plan, plus on-demand call recording (15 hours per month), visual voicemail (with transcription), and call groups.

There is a 12-month promotional discount available for all plans.

Who is Vonage best for?

Businesses focusing on customer engagement and conversational commerce will benefit from Vonage’s add-on features. The platform’s developer-friendly products and composable CPaaS options make it attractive for organizations with specific customization and integration requirements.

Pros and cons

Pros	Cons
Global coverage and reliability	Relatively new to the unified communications market
Robust unified communications platform	An amalgamation of previous apps can be confusing for users
Advanced call management features	Products tend to be more developer-focused, requiring API knowledge
Scalable for businesses of all sizes	Pricing may be complex due to API-based structure

9. GoTo Connect

GoTo Connect is a unified communications platform integrating chat, phone calls, and meetings. GoTo Connect also offers a dedicated contact center solution and excels for businesses using Microsoft Teams due to its direct routing option.

Key features

• Add-ons for business continuity and SD-WAN
• Direct routing option for Microsoft Teams integration
• Access to webinar and conference calling tools
• User-friendly interface and easy setup

GoTo Connect Pricing

GoTo Connect offers a variety of plans that can be customized to fit the needs of your business. However, specific pricing information is not available on their website. They do offer a free trial. Contact GoTo Connect for more details on pricing.

Here’s another GoTo Connect pricing guide to refer to.

Who is GoTo Connect best for?

Companies that use Microsoft Teams benefit from GoTo Connect’s direct routing option, allowing for seamless integration between the two platforms. Additionally, businesses that frequently host webinars or conference calls will find value in GoTo’s robust tools for these purposes.

Pros and cons

Pros	Cons
Direct routing option for Microsoft Teams	Lack of maturity in the cloud communications market
Access to webinar and conference calling tools	Limited customization options compared to some competitors
User-friendly interface and easy setup	Potential learning curve for users accustomed to other platforms

10. 8×8

8×8 offers a unique “experience communications as a service” (XaaS) solution, allowing businesses to create customized communication platforms. 8×8 caters to enterprises with complex communication needs and offers features like VoIP calls, video meetings, chat, and contact center functionalities within a single platform.

Key features

• Seamless integration between components
• Prescriptive options for contact center, unlimited calling, video, and chat
• Ability to choose from phone and multimedia channels

8×8 pricing

8×8 offers a tiered pricing structure with cloud-based communication features. The exact pricing information isn’t available on its website and you need to contact its sales for a quote.

Here’s some information based on other sources.

Paid plans start at $24 per user, per month (billed annually). Month-to-month billing might be slightly higher.

• X2: Starting at $24 per user/month (annual). Ideal for growing businesses.
• X4: Starts at $44 per user/month (annual) and builds on X2 features.
• Contact Center Plans (X6, X7, X8): Caters to businesses needing advanced contact center functionalities and start at $64 per user/month (annual).

Who is 8×8 best for?

Enterprises with complex communication infrastructures benefit from 8×8’s single-platform approach, which integrates VoIP calls, video meetings, chat, and contact center capabilities.

Pros and cons

Pros	Cons
Advanced analytics and reporting	Frequently changed model may cause confusion
Global coverage and reliability	Some basic features only available in higher pricing tiers
Advanced contact center features	Steep learning curve to customizing VoIP solutions
Seamless third-party integrations	Higher prices compared to some competitors

How To Choose the Right Dialpad Alternative

To choose the right Dialpad alternative, understand your specific business needs.

• Budget: Determine your budget for a communication solution and compare the pricing structures of different options.
• Number of users: Consider the number of users requiring access to the communication platform.
• Desired features: Prioritize the features most important to your business, such as video conferencing, international calling, or voicemail transcription.
• Integrations: Ensure the platform integrates seamlessly with your existing CRM, calendar, or other business tools.
• Team size and structure: Remote teams might have different needs compared to in-office teams.

Weigh the pros and cons and assess your needs (AI functionality, contact center capabilities, VoIP solution, etc.) to find the best fit.

Nextiva: Your Feature-Rich & Best-Practice Option

If you’re looking for a no-frills, best-practice Dialpad alternative, Nextiva has all bases covered.

Nextiva offers a comprehensive unified communications platform that combines voice calls, email, video conferencing, web chat, and social media into a single hub. It caters to small and medium businesses seeking a solution that focuses on driving team collaboration and better customer experience.

Key features include:

• Omnichannel support
• Cross-channel reporting and analytics
• Scalable cloud-based platform
• User-friendly interface

Its phone call quality is noticeably sharp and clear, but that’s not all people like about it. Its Android and iOS mobile apps rock a user-friendly interface quite familiar to its desktop apps.

Nextiva has been named the Best Business Phone System by U.S. News for four years. It also scores 4.6 out of 5 with Forbes and is described as highly reliable by CrazyEgg.

Companies like Shelby America, Veterans Home Care, and Orange County Rescue Mission have chosen Nextiva for their business communications needs.

Dialpad, Aircall, 3CX, OnSIP, OpenPhone, Grasshopper, Zoom, Vonage, GoTo Connect, and 8×8 have no relationship with Nextiva, Inc. and are the registered trademarks of their respective owners.