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 / RingEX / Phonexa / Twilio Voice / Vonage / VirtualPBX / 8x8 X Series / Switchvox Cloud / CXone

WH Score
8.4
3CX

3CX

88reviews
Starting Price:$0 per user / per year
3CX is an open standard IP PBX offering any business size or industry complete Unified Communications, out of the box. With 3CX, employees can work efficiently from anywhere: video conferencing, live chat, mobile apps, and advanced contact center features are all included at a fraction of the usual ...
WH Score
8.3
Nextiva

Nextiva

67reviews
Starting Price:$17.95 per user / per month
Nextiva is a cloud-based VoIP (Voice over Internet Protocol) software for businesses of all sizes. The Nextiva platform offers advanced communication and collaboration tools, such as voice and video calls, messaging and conferencing. With Nextiva, businesses can easily communicate and collaborate wi...
WH Score
8.3
OnSIP

OnSIP

9reviews
Starting Price:$0 per user / per month
OnSIP is a cloud-based phone solution focusing on user experience and efficiency. OnSIP offers more than 50 system features, hundreds of options for configuration and the flexibility to use any SIP phone. OnSIP ensures service reliability by using redundant servers, Tier 1 Internet connections, rout...
WH Score
8.3
Grasshopper

Grasshopper

34reviews
Starting Price:$0 per phone number / per month
The Grasshopper virtual phone system is designed for start-up and small businesses. Grasshopper is a cloud based phone system, managed in the cloud, that requires no complicated equipment to buy or install, and no special software to download. Grasshopper is an innovative solution for entrepreneurs ...
WH Score
8.2
Evolve IP

Evolve IP

3reviews
Starting Price:N/A
Evolve IP call center is cloud based: it supports multi-location call centers, provides incredible control and helps businesses to achieve superior performance without having to invest in on-site systems. Evolve IP call center gives agents and supervisors access to a wide range of features designed ...
WH Score
8.2
Allworx

Allworx

6reviews
Starting Price:N/A
Unlike many competing systems, Allworx gives you plenty of choice in telephone technology. It can support analog and VoIP lines in any combination, meaning that you can adapt new technologies at once, or gradually. This way you have the freedom to implement the solution at your own pace, without com...
WH Score
8.1
BroadVoice Cloud PBX

BroadVoice Cloud PBX

20reviews
Starting Price:$10 per user / per month
BroadVoice is a VoIP telephone service provider that enables customers to transmit and receive voice and video communications via a broadband Internet connection.
WH Score
8.1
FortiVoice

FortiVoice

5reviews
Starting Price:N/A
FortiVoice phone system is designed to meet the needs of small business owners and entrepreneurs. FortiVoice comes with a wide range of features designed to improve business communications and productivity. The solution is highly powerful, and flexible enough to meet the needs of customers in any bu...
WH Score
8.1
Freshdesk

Freshdesk

10reviews
Starting Price:$0 per user / per month
Freshdesk unifies contact center capabilities with the expertise and knowledge of help desks, giving consumers the benefit of having all their solutions in one place. A powerful, comprehensive ticketing system keeps all active agents aware of what others are doing to increase productivity and avoid ...
WH Score
8.1
Comcast

Comcast

12reviews
Starting Price:N/A
Comcast Business is a full-scale VoIP solution which features all call management capabilities, while offering disaster recovery in the event of a breakdown. Available both over the cloud and on-premise, the solution can be scaled according to the volume and needs of any business.

Phone Systems Topics

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.

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