Phone Systems (VoIP) Software

What is Phone Systems (VoIP) Software?

Phone systems software, also known as Voice over IP (VoIP) software, transforms voice data into digital signals that are transmitted through an internet connection to make and receive phone calls. VoIP systems do not require physical landline services or networks to function, and many organizations are now choosing VoIP software due to its convenience, cost-effectiveness, and flexibility.

Modern VoIP solutions are no longer siloed from other business technology, and fully integrated communication systems are becoming a must-have for competitive advantage. For example:

  • VoIP is part of overarching UCaaS solutions that centralize communication tools such as voice calls, video conferencing, and messaging into one platform.
  • VoIP software can also be integrated with contact center solutions to centralize an organization’s communication tools, increase agent productivity, and streamline customer experience.
  • Many leading VoIP providers now offer CX software solutions as all-in-one suites for facilitating communication, centralizing support and experience tools, and managing customers and employees for a streamlined experience.

Key Capabilities of Phone Systems (VoIP) Software

  • Basic Calling Features:
    • Domestic & International Calling
    • Voicemail
    • Caller ID
    • Call Waiting
    • Speed Dial
    • Ring Groups
    • Conference Calling
    • Call Blocking
    • Call Forwarding
    • Hold Music
  • Call Monitoring & Whisper Coaching: VoIP solutions offer call monitoring tools for supervisors to listen in on calls and provide live coaching tips for employees or agents.
  • Automatic Call Distribution (ACD): VoIP systems offer ACD, which helps maximize efficiency by automatically distributing incoming calls based on customized rules.
  • Intelligent Call Routing: AI-powered VoIP vendors can deliver intelligent call routing, for transferring calls to the best agent based on need or sentiment.
  • Click-to-Call: VoIP solutions provide one-click calling buttons that can be integrated into company websites or CRM systems for instant call connections.
  • Softphones: Virtual softphones, either via desktop or mobile apps, make it possible to use VoIP for calls on any device with an internet connection.
  • Auto-Attendant: By automatically answering calls, an auto-attendant, also known as a virtual receptionist, provides information such as business hours and location, while also being able to route callers to the appropriate agent or department.
  • Call Analytics: Many VoIP providers offer call tracking tools that companies can use to analyze call quality, for process improvements and customer experience insights.
  • Voicemail-to-Email Transcription: VoIP systems provide voicemail-to-email transcription that will send a recording of a voicemail along with a written transcript to employees' inboxes.
  • Interactive Voice Response (IVR): IVRs guide callers through automated menus to identify needs and efficiently route calls, helping reduce wait times.
  • APIs: Many VoIP providers provide APIs so developers can integrate VoIP features directly into company systems and applications.

Have more questions about phone systems software? Jump to our phone systems FAQs to learn more.

Top 10 Phone Systems (VoIP) Providers

PanTerra - Streams / Crexendo / Phonexa / Twilio Voice / Vonage / RingEX / VirtualPBX / 8x8 X Series / Switchvox Cloud / VoIPstudio

WH Score
8.7
CXone
33reviews
Starting Price:$135 per user / per month
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
WH Score
8.7
GoToConnect
35reviews
Starting Price:$27 per user / per month
We built the GoTo Connect platform to help your business grow. It’s the ideal cloud-based phone system and customer engagement software to modernize your communications, centralize your interactions and effortlessly elevate your customer experiences. It’s easy to deploy and manage with a...
WH Score
8.6
Zendesk Suite
388reviews
Starting Price:$49 per user / per month
Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to inte...
WH Score
8.5
Avaya UCaaS
23reviews
Starting Price:N/A
With a bedrock of experience and the continuously trained expertise of system specialists, Avaya develops optimum, tailor-made and cutting-edge communication solutions to support and optimize business processes for industries of all kinds. 
WH Score
8.5
Fusion Connect
9reviews
Starting Price:N/A
Fusion Connect is a premier provider of integrated cloud solutions for enterprises across North America. Their mission is to drive growth, efficiency, and productivity by assisting businesses in developing and implementing innovative strategies. With a comprehensive suite of cloud-based services, in...
WH Score
8.5
Five9
72reviews
Starting Price:N/A
Five9 is a leading provider of cutting-edge communications software that's designed to revolutionize customer interactions and engagement. With a focus on enhancing customer service and optimizing operational efficiency, Five9 offers a comprehensive suite of advanced features tailored to meet the di...
WH Score
8.5
Ooma Enterprise
65reviews
Starting Price:$19.99 per user / per month
Ooma Enterprise is a leading provider of innovative and feature-rich phone systems software designed to meet the unique communication needs of businesses. With a focus on flexibility, scalability, and cost-effectiveness, Ooma Enterprise empowers organizations to streamline their communication proces...
WH Score
8.5
Phone.com
30reviews
Starting Price:$0 per phone number / per month
Phone.com is a cutting-edge cloud-based phone system offering a multitude of advantages tailored to businesses of all sizes. Scalability lies at the heart of Phone.com, empowering businesses to expand effortlessly by accommodating additional users and features as their needs evolve. Businesses are d...
WH Score
8.4
Cisco Webex
334reviews
Starting Price:N/A
Cisco Webex is a leading video conferencing and collaboration software that allows users to connect and collaborate in real time, regardless of location. With Cisco Webex, you can easily host virtual meetings, webinars, and online training sessions with colleagues, clients, and partners.
WH Score
8.4
net2phone
6reviews
Starting Price:$22.99 per user / per month
Net2phone is a leading provider of business communication solutions. Net2phone software is designed to meet the needs of companies of all sizes, from small businesses to enterprise-level organizations.

Learn more about Phone Systems Software

Is VoIP better than landline?

Landline and traditional on-site PBX systems are being phased out increasingly every year due to the vast benefits of VoIP, such as cost-savings, productivity hikes, and robust feature sets including global VoIP calling, virtual assistants, intelligent call routing, and even customer journey mapping. 

Is VoIP cheaper than a landline?

VoIP phone systems are cheaper than landlines, typically costing less than 50% of what a landline costs. This is because a VoIP platform operates through your existing internet connection, compared to the copper wires of landlines, which must be physically installed.

What is the difference between VoIP and UCaaS?

VoIP is one form of communication i.e. voice-based communication, which can be facilitated over the internet. UCaaS, on the other hand, is short for Unified Communications as a Service, which consolidates a variety of different communication channels into one centralized platform.

In other words, UCaaS solutions consist of voice, SMS, chat, email and even video, all within a single agent console - while VoIP refers to only one communication channel, which is voice.

Does VoIP work during a power outage?

No. VoIP does not work during a power outage. VoIP relies on an internet connection, so when the VoIP router loses power, the system cannot be used to make and receive calls. However, organizations can reduce VoIP system downtime during a power outage by using backup power sources or forwarding calls to mobile devices while the power is off.

Can VoIP work without the internet?

No. VoIP will not work without an internet connection. VoIP software converts voice signals into digital data that is transmitted through a high-speed internet connection to make and receive calls. When the internet is down, companies must rely on mobile devices for communication.

The right software for your business

Get your personalized recommendations now.