VoIP Software

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RingCentral MVP

RingCentral MVP is a cloud-based business communications solution that offers tools for Messaging, Video and Phone. Core features of the solution include conferencing, auto-recording and unlimited long-distance and local calling. ...Read more about RingCentral MVP

4.22 (1022 reviews)

37 recommendations

GoTo Connect

GoToConnect (formerly Jive) delivers a cloud-based unified communication solution to organizations of all sizes across the U.S. GoToConnect includes integrated products for business VoIP, video conferencing and contact center whic...Read more about GoTo Connect

4.50 (630 reviews)

35 recommendations

Nextiva

Nextiva is a platform that brings communications together with business applications, intelligence, and automation. This helps businesses communicate and build deeper connections with their customers. The platform brings all ...Read more about Nextiva

4.09 (206 reviews)

29 recommendations

ULTATEL Cloud Business Phone System

ULTATEL enables people to work together and get the information they need to do their best work, anywhere they are. Our cloud platform brings together phone, video, messaging, texts and business apps, allowing people to connect, ...Read more about ULTATEL Cloud Business Phone System

4.78 (23 reviews)

21 recommendations

PanTerra Streams

Business Plus is a cloud-based VoiP solution created by PanTerra, which allows users to take or make calls from their office phone number, communicate with their team, and have file access, all from any device with an internet con...Read more about PanTerra Streams

4.63 (20 reviews)

17 recommendations

Ooma Office

Ooma Office is a cloud-based voice + video solution suitable for businesses of all sizes. The platform includes a full suite of business phone features designed to deliver a flawless communications experience and advance team coll...Read more about Ooma Office

4.50 (160 reviews)

16 recommendations

Dialpad

For quickly growing businesses looking to efficiently scale their support teams, Dialpad provides a cloud-based call center with access to real-time customer insights. Dialpad allows users to onboard quickly and focus on deliverin...Read more about Dialpad

4.34 (476 reviews)

9 recommendations

8x8 X Series

8x8 X Series is a cloud-based solution that helps businesses of all sizes establish communication via text messaging, voice calls and video conferencing. The team messaging module lets employees create project-specific public and ...Read more about 8x8 X Series

3.96 (246 reviews)

6 recommendations

metricVOICE

metricVOICE by Fastmetrics is a cloud-based business voice and UCaaS platform. It streamlines communications via voice, texting, presence and more. Integrate business apps, tools and CRMs for a flat monthly service fee. Unlimite...Read more about metricVOICE

No reviews yet

2 recommendations

Convoso

Convoso’s all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting, ...Read more about Convoso

4.59 (59 reviews)

1 recommendations

net2phone Canada

net2phone Canada is a cloud-based business phone service provider, helping Canadian organizations drive business performance through powerful uCaaS tools. Trusted by clients and partners across the country, net2phone Canada has di...Read more about net2phone Canada

4.60 (10 reviews)

1 recommendations

Slack

Slack is a cloud-based project collaboration and team interaction tool designed to facilitate communication across organizations. The solution caters to various industries, including media, research, technology, education, financi...Read more about Slack

Zoom Meetings

Zoom Meetings is a cloud-based video conferencing software solution that allows organizations in the educational, financial, health care, and government sectors to conduct virtual meetings and collaborate in real-time using integr...Read more about Zoom Meetings

Microsoft 365

Microsoft 365, formerly Office 365, is a suite of office collaboration and productivity applications. The software encompasses modules that enables the use of Microsoft Office suite and cloud-based solutions such as Skype, Exchang...Read more about Microsoft 365

Google Meet

Google Meet is a video conferencing app. It is the business-oriented version of Google's Hangouts platform and is suitable for businesses of all sizes. The solution enables users to make video calls with up to 30 users per high-de...Read more about Google Meet

TeamViewer

TeamViewer is an online meeting and video conferencing solution that connects any PC, mobile, and server to each other globally. The solution is available in nearly all countries and supports over 30 languages. TeamViewer is suita...Read more about TeamViewer

GoTo Meeting

An industry leader in online video conferencing for companies around the world, GoTo Meeting now comes as part of GoTo Connect, the all-in-one communications software built for SMBs. The Meeting solution, available to buy standalo...Read more about GoTo Meeting

Microsoft Teams

Microsoft Teams is a cloud-based group chat solution that helps teams collaborate on documents. Its key features include messaging, conferencing and file sharing. Microsoft Teams has replaced Skype for Business as Microsoft's onli...Read more about Microsoft Teams

Webex

Webex brings together Calling, Meeting and Messaging modes of collaboration into a seamless, engaging, inclusive and intelligent experience. Seamless collaboration across devices, locations and organizations • Use any computer, t...Read more about Webex

Prezi

Prezi Business is a cloud-based content management solution that provides small to large enterprises with tools to streamline communications across the organization. It enables users to track the performance of sales representativ...Read more about Prezi

Buyers Guide

Last Updated: November 30, 2022

 

Every business requires communication within the organization and with customers to achieve their business goals and operations. Technological advancements have redefined how employees connect and collaborate, and interact with customers. Nowadays customers look for a fast and unified way of reaching out to support staff or your employees want to reach out to their team members to resolve issues. When you make a phone call using a traditional phone system or a landline phone it is difficult to settle disputes in a timely manner as you need to jump between applications, put customers on hold, or call them back to answer their questions.

Voice over Internet Protocol (VoIP) systems, or IP telephony, converge all forms of communication such as emails, phone calls, video calls, and conference calls, to the internet. VoIP call technology allows users to connect from home offices and abroad, and remotely utilize the voice, fax, and data services of your office via your intranet.

Given the many options available on the market, choosing the best VoIP service for your business is important. To help you figure out how to find the tool that matches your business needs, we’ve created this buyers guide that has all the essential information relating to VoIP software.

Here’s what we'll cover:

What is VoIP software?

VoIP (Voice over Internet Protocol) software, also known as internet telephony, IP phone, or internet calling, is a solution that enables the transmission of voice telephone calls and other multimedia content through internet networks. With a VoIP service, the voice of the caller is converted into digital packets, compressing the voice signals. These are then encoded into digital signals and transmitted to the receiver via an IP network. At the receiver’s end the digital signals are decoded and converted back to audio signals.

Unlike public switched telephone networks (PSTN), which uses a landline and circuit switched telephony between two points for the duration of call, a VoIP call can be made from any device over the internet. This can be from one phone to another or from a computer to a phone.

Call routing in VoIP.ms software

Call routing in VoIP.ms software (Source)

Common features of VoIP software

The features vary by product or vendor but most VoIP phone systems have the following in common:

Conference calling Facilitate virtual conferences that connect multiple people remotely over the phone.
Online voice transmission Convert your voice into a digital signal, compress it, and send it over the internet. On the receiving end, the digital data is uncompressed into the sound that can be heard through a headset or speakerphone.
Call monitoring Listen to agents’ calls live to track and improve their performance with the goal of improving customer interactions.
Call recording Capture or record audio and screen activity associated with phone calls between a customer and an agent. These recordings can be stored, retrieved, evaluated, and assessed for business needs.
Call routing Place incoming calls in a call queue and distribute these calls to the specific agents based on a predefined set of rules and criteria.
Call screening Identify incoming calls, such as access to customer caller ID and number of the caller, to decide what action to take and how to initiate the conversation.
Voicemail transcription Convert audio voicemail messages into text format, which can be sent to the user via email or text message. It is also referred to as ‘speech to text,’ ‘voice to text,’ or ‘voicemail to text.’
Session initiation protocol (SIP) trunking Enable users to make and receive phone calls over the internet to anyone in the world with a phone number, over the internet.

What type of buyer are you?

Before purchasing a VoIP phone system, you should assess which buyer category you belong to. The majority of buyers fall into the following categories:

  • Small and midsize businesses (SMBs) (up to 500 employees): Buyers in this category are companies that serve a small market and don't have many clients/customers. They often have a strict budget to invest in technologies and hire employees. Due to their limited budgets, they face the challenge of managing front desk operations and reducing customer frustrations. VoIP software can be cost-saving for such businesses as they do not require separate landline phones or telephone hardware. All they need is an internet connection to communicate with their customers.
    They should opt for a software that can transfer and forward calls to personal cell phones, for office, or working remotely. A VoIP system with basic features such as call screening, call routing, automated attendant, and call analytics will be helpful for such buyers. This will help maximize communications across phone systems and simplify customer journeys with better collaboration.
  • Large enterprises (over 500 employees): Unlike SMBs, large enterprises have a complex business environment with a large customer base. Due to the large customer base, customer service agents end up getting huge volumes of queries through different channels such as via phones, emails, text messages, and so on. They need software that can route these huge inbound and outbound calls to different agents and manage calls efficiently.
    A fully featured VoIP platform with conference call, video meetings, and instant messaging features would be beneficial for such buyers. This can help them increase productivity by answering customer questions and communicating with suppliers, clients, customers, and co-workers from anywhere in the world.

Benefits of VoIP software

Listed below are some benefits you can expect from using a VoIP phone system:

  • Better communication: Communication is an integral part of any business whether you are communicating internally with your employees or externally with your customers. VoIP phone calls provide a means of unified communications with your customers by sending/receiving faxes and documents, placing international calls, and more, which can all be done from one device. Moreover, employees can use the same number on their desk phone, laptop, desktop, smartphone, or tablet, which can help address urgent matters from anywhere.
  • Higher scalability: As your business grows, so will your employees, offices and customers. A VoIP solution will grow with your business. Unlike traditional phone systems, you do not need an extra phone line, or separate numbers for new employees (saving you from the cost of buying any expensive hardware). Scalability functionality of such software allows you to expand the number of VoIP lines without downtime to the phone system.
  • Improved security: Encryption, identity management, and call screening features of VoIP software can help you mitigate security threats such as fraudulent phone calls to employees. VoIP provides end to end encryption of calls which makes it difficult for hackers and telecom providers to access your communications.

Key considerations

  • Custom mobile applications: The workforce is now shifting towards a remote working model, which requires companies to deploy software that can run on their employees’ mobile devices. Make sure that the VoIP system you choose offers a mobile app with robust feature set including security, call screening, and voicemail services.
  • Third-party integrations: Integration capability of software allows you to add features and tools to your business processes to respond to market demands quickly. App switching or jumping between applications to send a message, view customer data, or record conversations after the call can be a time consuming task. The VoIP service that you decide to invest in should integrate with your already existing platforms such as help desk software and customer relationship software (CRM) software. This way your support agents can call customers with a single click from the CRM app, record phone conversations and transcribe them automatically, and pass data back and forth between the systems whenever required.

Market trends

Here’s a market trend to keep in mind when selecting a VoIP phone system for your business:

5G communications will enhance the VoIP market: As the VoIP technology is changing how businesses communicate with ultra high definition video meetings, and virtual reality functionalities, the need for a stronger bandwidth has risen. 5G networks provide the ability to make high quality uninterrupted calls from around the world. A VoIP provider who implements this upcoming technology can offer faster speeds, greater network efficiency, significantly lower latency to improve response time, enabling individuals and businesses to have instantaneous communication with co-workers or clients.

Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.