11 Top VoIP Systems for SMBs: 2025 Picks and Reviews
When it comes to business calls, no one's using clunky landlines anymore, and for good reason. Over 61% of businesses have a VoIP switch planned, according to recent research.
Why?
Because VoIP phone systems are cheaper, more flexible, and packed with features that help small teams act big. However, you have to choose the right VoIP system to enjoy those advantages.
In this guide, we've reviewed the top VoIP systems for SMBs based on features, pricing, scalability, and real-world performance, so you can pick the one that actually fits your business.
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TL;DR Best VoIP Systems for SMBs
| Platform | Rating | Starting Price | Best For | Strengths | Limitations |
|---|---|---|---|---|---|
|
⚡
Nextiva
|
4.8/5 (2,847 reviews)
|
$20/user | All-in-one business communication | Includes VoIP, SMS, team chat, CRM, review + social tools. Excellent support & admin features | Entry-level plan doesn't include business SMS |
| Dialpad |
4.2/5 (1,203 reviews)
|
$15/user | Budget-friendly AI features | Real-time transcription + analytics. Clean UI, Google Workspace-friendly | Video capped at 10 users. Basic integrations on lower plans |
| RingCentral |
4.3/5 (3,456 reviews)
|
$20/user | Growing teams needing robust collaboration | Deep feature set, team chat, video, 300+ integrations | Gets pricey with add-ons. Customer service is hit-or-miss |
| Vonage |
3.8/5 (892 reviews)
|
$13.99/user | Small businesses needing simplicity | Basic features at a fair price. Easy to use and reliable | Many features behind paywalls. Desk phones require higher plan |
| Zoom Phone |
4.1/5 (567 reviews)
|
€18.58/user | Zoom users and budget-conscious teams | Unlimited domestic calling. Clean UI, international options | Analytics require paid add-on. Not fully customizable plans |
| 8x8 |
4.0/5 (1,100+ reviews)
|
Contact sales | Global teams and support centers | Unlimited calling to 48 countries. Supervisor tools, 500-person video | Pricey and no public pricing. Some mobile number restrictions |
| Ooma Office |
4.0/5 (800+ reviews)
|
$19.95/user | Hardware-friendly small teams | Basic + advanced features. Strong customer support, solid call handling | No team chat. Limited collaboration features |
| GoTo Connect |
4.1/5 (650+ reviews)
|
Contact sales | International teams needing customization | Unlimited global calling (50+ countries). Drag-and-drop IVR builder | Basic plan is restrictive. SMS usage capped per user |
| Intermedia Unite |
4.2/5 (450+ reviews)
|
$22.99/user | Admin-heavy orgs needing reliability | Strong routing tools, AI Assistant, CRM integrations | Limited integrations. AI less advanced than competitors |
| Aircall |
4.3/5 (1,200+ reviews)
|
$30/user | Sales/support teams needing speed + CRM | Easy call flow builder, 100+ integrations, shared inbox | 3-user minimum. No video conferencing or UC features |
| CloudTalk |
4.0/5 (750+ reviews)
|
Contact sales | Global call centers needing high volume | Local numbers in 160+ countries. Smart routing, AI insights | Voice-only (no video/chat). No bundled business tools |
TL;DR Recommendation
Choose Nextiva if you want an all-in-one system with baked-in CRM, messaging, review management, and elite support without juggling add-ons.
Get Nextiva PricingWhat Are VoIP Systems?
VoIP stands for Voice over Internet Protocol. It's a technology that turns your voice into digital data and sends it over the internet instead of through old copper phone lines. In simpler terms: it lets you make phone calls using an internet connection, not a phone company.
When you speak into a VoIP-enabled device, like your smartphone, laptop, or desk phone, the system converts your voice into tiny data packets. Those packets travel through your broadband connection and get reassembled on the other end in real time. It's fast, efficient, and doesn't rely on traditional phone infrastructure.
Behind the scenes, VoIP uses a combination of protocols like SIP (Session Initiation Protocol) and RTP (Real-Time Transport Protocol) to set up the call, manage it, and deliver the audio smoothly. Most modern VoIP platforms also integrate with cloud servers to handle call routing, device syncing, and number management.
So, in short: VoIP systems make phone calls work like email. Everything's digital, internet-based, and engineered for how we communicate today.
What Are the Advantages of VoIP Systems?
VoIP isn't just "a modern way to make calls." It's a smarter, leaner, and more future-proof communication system for teams that don't have time for clunky setups and overpriced telecom contracts. Here's why it actually matters:
VoIP Is Way More Affordable Than Traditional Phone Systems
Let's talk numbers. The average landline business phone service costs around $30 per user per month. Of course, an enterprise plan can get you to $1,000/month. That adds up fast if you've got a growing team. VoIP, on the other hand, can cost as little as $15 to $25 per user per month, with way more features baked in.
Pro tip: Businesses save up to 60% on phone costs after switching to VoIP from traditional landlines.
VoIP Scales With You
Whether you're onboarding five new hires or opening three new locations, scaling a VoIP system takes a few clicks. You can say goodbye to rewiring and extra infrastructure. Just log in, assign new numbers or devices, and boom: your team is ready to go.
70% of SMBs expect to grow over the next year. Your phone system shouldn't be the thing holding you back.
Perfect for Remote & Hybrid Teams
Your team may be in-office, remote, or hybrid. VoIP doesn't care. As long as there's internet, your team stays connected. Calls can be routed to mobile phones, laptops, or softphones, which means work calls can happen from anywhere.
More Features Than Legacy Systems
We're talking call recording, call routing, auto-attendants, voicemail-to-email, analytics, integrations with Slack and CRMs: the works. With traditional phones, you'd need five different tools to match what one good VoIP platform gives you.
Best VoIP Systems for SMBs
Now that you know the advantages of VoIP systems for your business, let's see what the best solutions actually are.
1. Nextiva: Most Versatile VoIP to Slash SMB Costs
Nextiva isn't just another VoIP system. It's an entire business communications platform built to make small teams feel like enterprise giants. They've poured everything into creating a system that goes way beyond calls. Nextiva bundled phone, video, SMS, live chat, social media management, review monitoring, and even CRM into one clean, scalable interface.
Key Features
- VoIP calling with unlimited minutes in US/Canada
- Business texting (SMS and MMS)
- Video meetings with screen sharing
- Auto-attendant and call queues
- Review site monitoring
- Built-in CRM and contact management
- Team chat and internal messaging
- Call analytics and reporting
- Mobile and desktop apps
- 300+ integrations
PROS
- • Truly all-in-one platform: CRM, VoIP, chat, social, and reputation management
- • Great value when you compare bundled tools to buying them separately
- • Reliable support with fast setup assistance
- • Excellent for multi-location businesses
CONS
- • Entry-level plan ($20) doesn't include business SMS
- • Video meetings lack whiteboarding features
Nextiva Pricing Plans (2025)
| Plan | Price (Annually) | Best For | Key Features |
|---|---|---|---|
| Digital | $20/user/mo | Startups | Social + messaging channels, review tracking, digital helpdesk |
| Core | $30/user/mo | Small teams | Adds voice calling, SMS, video meetings, screen sharing, call routing |
| Engage | $40/user/mo | Growing teams | Adds toll-free numbers, advanced analytics, live chat + chatbot |
| Power Suite | $60/user/mo | Sales & service teams | All features + high-volume voice, on-hold experience |
2. Dialpad: Budget-friendly AI Features
Dialpad brings a tech-forward spin to VoIP with its clean design and built-in AI features. It's one of those platforms that feels modern right out of the box. You get voice and video calling, SMS, virtual faxing, and team chat, all packed into a surprisingly intuitive desktop app.
PROS
- • Good value at $15/month with AI features included
- • User-friendly app with clean layout
- • Real-time analytics help agents stay aligned
- • Live transcription improves call clarity
CONS
- • Limited video capacity (10 participants max)
- • Basic integrations only with Google Workspace
- • No desk phone bundles included
Pricing: Standard $15/user/month | Pro $25/user/month | Enterprise: Custom
3. RingCentral: Good for Growing Businesses
RingCentral has built a reputation for being one of the most complete business phone systems out there. It delivers on voice, video, SMS, and team collaboration with a strong app and an impressively deep feature set.
PROS
- • Extremely scalable with advanced collaboration features
- • Intuitive UI makes it easy to get started
- • Powerful analytics for call monitoring
- • One of the best integration libraries
CONS
- • Text messaging caps (25–200 texts/month)
- • Support response times can drag
- • Total cost rises quickly with add-ons
Pricing: Core $20/user/month | Advanced $25/user/month | Ultra $35/user/month
4. Vonage: Simplicity and Solid Integrations
Vonage has been around long enough to earn its stripes in the VoIP space. For small businesses that want simple, dependable service without getting tangled in technical jargon, Vonage Business Communications (VBC) still holds up.
PROS
- • Easy to use and beginner-friendly
- • Reliable call quality and basic service stability
- • Broad app integration library
- • Flexible plan structure
CONS
- • Features like call recording cost extra
- • Desk phones only work with higher-tier plans
- • Add-ons can quickly make it expensive
Pricing: Mobile $13.99/user/month | Premium $20.99/user/month | Advanced $27.99/user/month
5. Zoom Phone: Good for Zoom Users
Zoom isn't just about video meetings anymore. With Zoom Phone, they've stepped into the VoIP space offering a budget-friendly, all-in-one system that includes calling, messaging, and conferencing into one sleek platform.
PROS
- • Good for budget-conscious teams
- • Clean, intuitive mobile and desktop apps
- • Native Zoom Meetings integration
- • Unlimited domestic calling in 40+ countries
CONS
- • Analytics require a paid Power Pack add-on
- • No free trial for Zoom Phone itself
- • Limited plan flexibility
Pricing: Global Select €18.58/month/user | Business Plus €24.57/month/user
6. 8x8: Good for Global Teams and Support Centers
If your team runs across borders or plans to scale a contact center, 8x8 is worth a look. They specialize in international communication, offering unlimited local and global calling across 48 countries.
PROS
- • Excellent for global teams with built-in international calling
- • Strong support for admins and supervisors
- • Large-capacity video meetings (up to 500 participants)
- • Includes receptionist UI and supervisor dashboards
CONS
- • No transparent pricing; you'll need to contact sales
- • Can get expensive, especially if you don't need contact center features
- • Mobile numbers are excluded from some international zones
Pricing: Available upon request (contact sales)
7. Ooma Office: Hardware-Friendly Small Teams
Ooma Office keeps things simple, and for some small businesses, that's exactly the point. It's built for small teams that want a reliable, low-cost VoIP solution without the extras.
PROS
- • Affordable, even at the highest tier
- • Strong hardware compatibility and frequent deals
- • Easy call management tools
- • Good reputation for customer support
CONS
- • No team chat feature
- • Video conferencing lacks interactive tools
- • Limited scalability
Pricing: Essentials $19.95/user/month | Pro $24.95/user/month | Pro Plus $29.95/user/month
8. GoTo Connect: Good for International Teams
GoTo Connect brings serious versatility to the table. What sets it apart is unlimited international calling to over 50 countries, something you won't find with most providers at any price point.
PROS
- • Free international calling to 50+ countries
- • Intuitive IVR editor for complex call routing
- • Strong video conferencing tools
- • Flexible system, great for scaling support teams
CONS
- • Limited functionality on the Basic plan
- • SMS usage capped per user
- • Hardware options are limited and pricey
Pricing: Available upon request (contact sales)
9. Intermedia Unite: Best for Admin-Heavy Orgs
Intermedia Unite is built for teams that want smart call routing, intuitive admin tools, and a reliable, consistent experience across desktop, mobile, and web.
PROS
- • Strong admin controls for call routing and scheduling
- • AI Assistant helps with messaging and scripts
- • Clean, consistent user experience
- • Excellent customer support
CONS
- • No Slack/Discord or bulk marketing SMS integrations
- • Personal contacts must be synced through mobile app
- • Web app officially supports Chrome only
Pricing: Teams Advanced $22.99/user/month | Pro $27.99/user/month | Enterprise $32.99/user/month
10. Aircall: Best for Sales/Support Teams
Aircall is like the startup-chic cousin in the VoIP world: sharp, fast, and built with modern sales and support teams in mind. It's a fully cloud-based phone system with a clean UI and strong call center features.
PROS
- • Clean, user-friendly interface
- • Quick setup and call flow customization
- • Excellent for sales and support teams
- • Strong app ecosystem with 100+ integrations
CONS
- • Starts at $30/month with a 3-user minimum
- • No video conferencing, fax, or UCaaS features
- • Live monitoring only available on higher tiers
Pricing: Essentials $30/user/month | Professional $50/user/month | Custom: Upon request
11. CloudTalk: Good for High-Volume Call Centers
If your team runs on outbound calls and international reach, CloudTalk might be your match. It's a cloud-based VoIP system built to support high-volume call centers, sales teams, and support operations across 160+ countries.
PROS
- • Global reach; local numbers in over 160 countries
- • Ideal for high-volume calling and outbound campaigns
- • Powerful call analytics and routing automation
- • AI insights improve lead targeting
CONS
- • No video conferencing or internal team chat
- • Focused solely on voice, not a full UCaaS suite
- • Not ideal for micro-teams or collaboration workflows
Pricing: Lite $19/user/month | Essential $29/user/month | Expert $49/user/month | Custom: Upon request
Signs Your Business Needs A New Phone System
A bad phone system doesn't always show up as dropped calls or static. Sometimes, it's more subtle, but just as damaging. Here are the less obvious, but critical signs your current setup might be holding your business back:
1. You're losing deals because agents are slow to respond or miss calls altogether.
If customers can't get through or have to leave a voicemail, you've already lost the sale. Forbes states that 80% of customers won't leave a voicemail; they'll just move on.
With a modern VoIP system, missed calls can instantly trigger SMS follow-ups, email notifications, or smart routing to available agents. If your system can't do this, it's costing you real revenue.
2. Your phone system isn't integrated with your CRM or helpdesk.
If reps are constantly switching between screens to pull up customer info, they're losing time and making mistakes. In fact, 69% of employees waste up to 60 minutes a day switching between apps.
A modern VoIP platform links with your CRM, so reps see caller details, history, and notes before they even pick up the phone.
3. Your team's remote or hybrid, but your phone system isn't.
If your reps have to log into VPNs or forward calls from the office phone, you're dealing with a prehistoric setup. Recent reports found that over 28% of full-time employees work in hybrid models, and your phone system needs to support that. After all, over 16% of employees miss information shared in emails.
That's why VoIP systems are so great; they let your team take calls from anywhere, on any device. And they'll never miss important info again.
4. Your SMB is scaling, but your phone system isn't.
If every time you hire someone, you have to order a new handset and call IT, it's a problem. Legacy systems can't keep up with rapid onboarding. With VoIP, you can provision a new number and set up routing in minutes.
And here's the bigger issue: 70% of growing SMBs are increasing their customer outreach efforts. If that's you, prepare to deal with more calls, more follow-ups, and more customer touchpoints. If your phone system can't support that surge with flexible call handling, team-based routing, and remote tools, it'll actively be holding you back.
5. You have zero insight into performance.
If you can't see how long customers wait, how many calls get dropped, or who your top performers are, how are you supposed to improve?
Modern VoIP systems offer real-time dashboards, sentiment analysis, and call transcripts. If you're running blind, it's time to switch.
How To Choose The Best Business VoIP Service Provider
Not all VoIP platforms are created equal. The best choice depends on your team size, workflows, and future plans. Below is our weighted rating breakdown, showing the most important criteria you should evaluate and how much they should matter.
| Category | Weight | What to Look For | Pro Tip |
|---|---|---|---|
| Pricing | 25% | Transparent, scalable pricing with no hidden fees | Choose plans that include core features. Avoid platforms that nickel & dime |
| Core Features | 30% | Call routing, IVR, voicemail, SMS, call queues, analytics | Make sure features like call monitoring and transcription aren't add-ons |
| Integrations | 15% | CRM, helpdesk, calendar, project management tools | Check if it connects with your stack: Salesforce, HubSpot, Zoho, etc. |
| Ease of Use | 10% | Intuitive setup, drag-and-drop call flows, clean UI | Test the admin dashboard. Can a non-techie configure a call tree in 5 mins? |
| Scalability | 10% | Add/remove users easily, remote support, global numbers | Look for usage-based billing or unlimited users without per-seat fees |
| Security & Compliance | 5% | End-to-end encryption, SOC2, HIPAA/PCI compliance | Especially critical for healthcare, legal, or financial teams |
| Hardware Options | 5% | Desk phone compatibility, rentals, or BYOD flexibility | Avoid providers that lock you into expensive hardware |
Pricing (25%)
Pricing should reflect real-world usage, not just a low teaser rate. Some providers advertise "starting at $10/user," but once you add necessary features like call queues or analytics, the bill triples. Prioritize providers with transparent pricing tiers that include the basics: calling, texting, voicemail, routing, and reporting.
Pro tip: Choose providers whose entry-level plans include core tools you'll actually use. Avoid vendors that charge extra for essentials like voicemail transcription or CRM access.
Core Features (30%)
This is the most important category. A good VoIP system should offer robust functionality beyond making and receiving calls. Features like IVR (interactive voice response), call queues, smart routing, voicemail-to-email, live call monitoring, call recording, whisper/barging, and basic analytics should be available on standard plans, not buried behind enterprise pricing.
Pro tip: List your must-have workflows (e.g., round-robin routing, follow-up SMS after a missed call) and ensure the platform can handle them without requiring third-party add-ons.
Integrations (15%)
Your VoIP system should integrate smoothly with your existing tools: CRM, helpdesk, calendars, project management platforms, and email. Integrations allow call data to automatically sync with customer profiles, help automate call logging, and reduce screen-switching fatigue for your team.
Pro tip: Prioritize platforms that offer native integrations with tools like Salesforce, HubSpot, Zoho CRM, Microsoft Teams, Slack, Zendesk, and Google Workspace. Avoid platforms that rely too heavily on Zapier.
Ease of Use (10%)
A modern phone system should be intuitive for both admins and everyday users. Admins should be able to set up routing trees, call schedules, and users without writing code or calling support. Agents should be able to log in and go.
Pro tip: During the trial or demo, assess how quickly you can set up a new user, adjust hours of operation, or reroute calls. These should be possible within minutes and without formal IT training.
Scalability (10%)
If your business is growing or plans to expand, your phone system needs to grow with you. This means adding or removing users quickly, spinning up new numbers for departments or locations, and expanding internationally without delays or contract renegotiation.
Pro tip: Look for providers that offer usage-based or volume-discounted pricing, easy provisioning for remote workers, and unlimited extensions. Verify their global reach if international expansion is on your roadmap.
Security & Compliance (5%)
Security isn't optional, especially if your team handles customer data or operates in regulated industries. End-to-end encryption, secure data storage, and compliance with standards like HIPAA, SOC 2, and PCI-DSS are essential.
Ask providers what security certifications they hold, how they handle call data storage, and whether they meet any industry-specific compliance requirements you're subject to.
Hardware Options (5%)
While many modern teams use softphones (desktop or mobile apps), hardware still matters for some businesses. If your team needs desk phones, make sure your provider supports common brands (like Poly, Yealink, or Cisco) or offers their own devices.
Avoid providers that require proprietary hardware or charge excessive fees for phone rentals. If your team is hybrid or remote-first, make sure your mobile apps are reliable across devices.
Final Verdict: The Best VoIP Is the One That Grows With You
Choosing the right VoIP provider means more than worrying about pricing or features, though that's a good start. Ultimately, you need to be picking a system that supports how your business actually operates today and scales with you tomorrow.
Whether you need advanced call routing, CRM integrations, or the flexibility to manage teams remotely, the best platform should adapt to your growth, not limit it.
Our Top Recommendation
While every option on this list has strengths, Nextiva stands out as the best all-in-one solution for SMBs. It combines business voice, SMS, video, CRM, team chat, and customer experience tools into one clean, scalable platform. You don't need to chase down add-ons or stitch tools together because it's already built for what your business needs to thrive.
Get Started with NextivaSigns Your Business Needs A New Phone System
A bad phone system doesn't always show up as dropped calls or static. Sometimes, it's more subtle, but just as damaging. Here are the less obvious, but critical signs your current setup might be holding your business back:
1. You're losing deals because agents are slow to respond or miss calls altogether.
If customers can't get through or have to leave a voicemail, you've already lost the sale. Forbes states that 80% of customers won't leave a voicemail; they'll just move on.
With a modern VoIP system, missed calls can instantly trigger SMS follow-ups, email notifications, or smart routing to available agents. If your system can't do this, it's costing you real revenue.
2. Your phone system isn't integrated with your CRM or helpdesk.
If reps are constantly switching between screens to pull up customer info, they're losing time and making mistakes. In fact, 69% of employees waste up to 60 minutes a day switching between apps.
A modern VoIP platform links with your CRM, so reps see caller details, history, and notes before they even pick up the phone.
3. Your team's remote or hybrid, but your phone system isn't.
If your reps have to log into VPNs or forward calls from the office phone, you're dealing with a prehistoric setup. Recent reports found that over 28% of full-time employees work in hybrid models, and your phone system needs to support that. After all, over 16% of employees miss information shared in emails.
That's why VoIP systems are so great; they let your team take calls from anywhere, on any device. And they'll never miss important info again.
4. Your SMB is scaling, but your phone system isn't.
If every time you hire someone, you have to order a new handset and call IT, it's a problem. Legacy systems can't keep up with rapid onboarding. With VoIP, you can provision a new number and set up routing in minutes.
And here's the bigger issue: 70% of growing SMBs are increasing their customer outreach efforts. If that's you, prepare to deal with more calls, more follow-ups, and more customer touchpoints. If your phone system can't support that surge with flexible call handling, team-based routing, and remote tools, it'll actively be holding you back.
5. You have zero insight into performance.
If you can't see how long customers wait, how many calls get dropped, or who your top performers are, how are you supposed to improve?
Modern VoIP systems offer real-time dashboards, sentiment analysis, and call transcripts. If you're running blind, it's time to switch.
How To Choose The Best Business VoIP Service Provider
Not all VoIP platforms are created equal. The best choice depends on your team size, workflows, and future plans. Below is our weighted rating breakdown, showing the most important criteria you should evaluate and how much they should matter.
| Category | Weight | What to Look For | Pro Tip |
|---|---|---|---|
| Pricing | 25% | Transparent, scalable pricing with no hidden fees | Choose plans that include core features. Avoid platforms that nickel & dime |
| Core Features | 30% | Call routing, IVR, voicemail, SMS, call queues, analytics | Make sure features like call monitoring and transcription aren't add-ons |
| Integrations | 15% | CRM, helpdesk, calendar, project management tools | Check if it connects with your stack: Salesforce, HubSpot, Zoho, etc. |
| Ease of Use | 10% | Intuitive setup, drag-and-drop call flows, clean UI | Test the admin dashboard. Can a non-techie configure a call tree in 5 mins? |
| Scalability | 10% | Add/remove users easily, remote support, global numbers | Look for usage-based billing or unlimited users without per-seat fees |
| Security & Compliance | 5% | End-to-end encryption, SOC2, HIPAA/PCI compliance | Especially critical for healthcare, legal, or financial teams |
| Hardware Options | 5% | Desk phone compatibility, rentals, or BYOD flexibility | Avoid providers that lock you into expensive hardware |
Pricing (25%)
Pricing should reflect real-world usage, not just a low teaser rate. Some providers advertise "starting at $10/user," but once you add necessary features like call queues or analytics, the bill triples. Prioritize providers with transparent pricing tiers that include the basics: calling, texting, voicemail, routing, and reporting.
Pro tip: Choose providers whose entry-level plans include core tools you'll actually use. Avoid vendors that charge extra for essentials like voicemail transcription or CRM access.
Core Features (30%)
This is the most important category. A good VoIP system should offer robust functionality beyond making and receiving calls. Features like IVR (interactive voice response), call queues, smart routing, voicemail-to-email, live call monitoring, call recording, whisper/barging, and basic analytics should be available on standard plans, not buried behind enterprise pricing.
Pro tip: List your must-have workflows (e.g., round-robin routing, follow-up SMS after a missed call) and ensure the platform can handle them without requiring third-party add-ons.
Integrations (15%)
Your VoIP system should integrate smoothly with your existing tools: CRM, helpdesk, calendars, project management platforms, and email. Integrations allow call data to automatically sync with customer profiles, help automate call logging, and reduce screen-switching fatigue for your team.
Pro tip: Prioritize platforms that offer native integrations with tools like Salesforce, HubSpot, Zoho CRM, Microsoft Teams, Slack, Zendesk, and Google Workspace. Avoid platforms that rely too heavily on Zapier.
Ease of Use (10%)
A modern phone system should be intuitive for both admins and everyday users. Admins should be able to set up routing trees, call schedules, and users without writing code or calling support. Agents should be able to log in and go.
Pro tip: During the trial or demo, assess how quickly you can set up a new user, adjust hours of operation, or reroute calls. These should be possible within minutes and without formal IT training.
Scalability (10%)
If your business is growing or plans to expand, your phone system needs to grow with you. This means adding or removing users quickly, spinning up new numbers for departments or locations, and expanding internationally without delays or contract renegotiation.
Pro tip: Look for providers that offer usage-based or volume-discounted pricing, easy provisioning for remote workers, and unlimited extensions. Verify their global reach if international expansion is on your roadmap.
Security & Compliance (5%)
Security isn't optional, especially if your team handles customer data or operates in regulated industries. End-to-end encryption, secure data storage, and compliance with standards like HIPAA, SOC 2, and PCI-DSS are essential.
Ask providers what security certifications they hold, how they handle call data storage, and whether they meet any industry-specific compliance requirements you're subject to.
Hardware Options (5%)
While many modern teams use softphones (desktop or mobile apps), hardware still matters for some businesses. If your team needs desk phones, make sure your provider supports common brands (like Poly, Yealink, or Cisco) or offers their own devices.
Avoid providers that require proprietary hardware or charge excessive fees for phone rentals. If your team is hybrid or remote-first, make sure your mobile apps are reliable across devices.
Final Verdict: The Best VoIP Is the One That Grows With You
Choosing the right VoIP provider means more than worrying about pricing or features, though that's a good start. Ultimately, you need to be picking a system that supports how your business actually operates today and scales with you tomorrow.
Whether you need advanced call routing, CRM integrations, or the flexibility to manage teams remotely, the best platform should adapt to your growth, not limit it.
Our Top Recommendation
While every option on this list has strengths, Nextiva stands out as the best all-in-one solution for SMBs. It combines business voice, SMS, video, CRM, team chat, and customer experience tools into one clean, scalable platform. You don't need to chase down add-ons or stitch tools together because it's already built for what your business needs to thrive.
Get Started with NextivaSigns Your Business Needs A New Phone System
A bad phone system doesn't always show up as dropped calls or static. Sometimes, it's more subtle, but just as damaging. Here are the less obvious, but critical signs your current setup might be holding your business back:
1. You're losing deals because agents are slow to respond or miss calls altogether
If customers can't get through or have to leave a voicemail, you've already lost the sale. Forbes states that 80% of customers won't leave a voicemail; they'll just move on.
With a modern VoIP system, missed calls can instantly trigger SMS follow-ups, email notifications, or smart routing to available agents. If your system can't do this, it's costing you real revenue.
2. Your phone system isn't integrated with your CRM or helpdesk
If reps are constantly switching between screens to pull up customer info, they're losing time and making mistakes. In fact, 69% of employees waste up to 60 minutes a day switching between apps.
A modern VoIP platform links with your CRM, so reps see caller details, history, and notes before they even pick up the phone.
3. Your team's remote or hybrid, but your phone system isn't
If your reps have to log into VPNs or forward calls from the office phone, you're dealing with a prehistoric setup. Recent reports found that over 28% of full-time employees work in hybrid models, and your phone system needs to support that.
VoIP systems let your team take calls from anywhere, on any device. No more missed opportunities because someone's working from home.
4. Your SMB is scaling, but your phone system isn't
If every time you hire someone, you have to order a new handset and call IT, it's a problem. Legacy systems can't keep up with rapid onboarding. With VoIP, you can provision a new number and set up routing in minutes.
70% of growing SMBs are increasing their customer outreach efforts. If your phone system can't support that surge with flexible call handling and team-based routing, it'll actively be holding you back.
5. You have zero insight into performance
If you can't see how long customers wait, how many calls get dropped, or who your top performers are, how are you supposed to improve?
Modern VoIP systems offer real-time dashboards, sentiment analysis, and call transcripts. If you're running blind, it's time to switch.
How To Choose The Best Business VoIP Service Provider
Not all VoIP platforms are created equal. The best choice depends on your team size, workflows, and future plans. Below is our weighted rating breakdown, showing the most important criteria you should evaluate and how much they should matter.
| Category | Weight | What to Look For | Pro Tip |
|---|---|---|---|
| Pricing | 25% | Transparent, scalable pricing with no hidden fees | Choose plans that include core features. Avoid platforms that nickel & dime |
| Core Features | 30% | Call routing, IVR, voicemail, SMS, call queues, analytics | Make sure features like call monitoring and transcription aren't add-ons |
| Integrations | 15% | CRM, helpdesk, calendar, project management tools | Check if it connects with your stack: Salesforce, HubSpot, Zoho, etc. |
| Ease of Use | 10% | Intuitive setup, drag-and-drop call flows, clean UI | Test the admin dashboard. Can a non-techie configure a call tree in 5 mins? |
| Scalability | 10% | Add/remove users easily, remote support, global numbers | Look for usage-based billing or unlimited users without per-seat fees |
| Security & Compliance | 5% | End-to-end encryption, SOC2, HIPAA/PCI compliance | Especially critical for healthcare, legal, or financial teams |
| Hardware Options | 5% | Desk phone compatibility, rentals, or BYOD flexibility | Avoid providers that lock you into expensive hardware |
Pricing (25% Weight)
Pricing should reflect real-world usage, not just a low teaser rate. Some providers advertise "starting at $10/user," but once you add necessary features like call queues or analytics, the bill triples.
Pro tip: Choose providers whose entry-level plans include core tools you'll actually use. Avoid vendors that charge extra for essentials like voicemail transcription or CRM access.
Core Features (30% Weight)
This is the most important category. A good VoIP system should offer robust functionality beyond making and receiving calls. Features like IVR, call queues, smart routing, voicemail-to-email, live call monitoring, call recording, and basic analytics should be available on standard plans.
Pro tip: List your must-have workflows (e.g., round-robin routing, follow-up SMS after a missed call) and ensure the platform can handle them without requiring third-party add-ons.
Integrations (15% Weight)
Your VoIP system should integrate smoothly with your existing tools: CRM, helpdesk, calendars, project management platforms, and email. Integrations allow call data to automatically sync with customer profiles and reduce screen-switching fatigue.
Pro tip: Prioritize platforms that offer native integrations with tools like Salesforce, HubSpot, Zoho CRM, Microsoft Teams, Slack, Zendesk, and Google Workspace.
Ease of Use (10% Weight)
A modern phone system should be intuitive for both admins and everyday users. Admins should be able to set up routing trees, call schedules, and users without writing code or calling support.
Pro tip: During the trial or demo, assess how quickly you can set up a new user, adjust hours of operation, or reroute calls. These should be possible within minutes.
Scalability (10% Weight)
If your business is growing, your phone system needs to grow with you. This means adding or removing users quickly, spinning up new numbers for departments or locations, and expanding internationally without delays.
Pro tip: Look for providers that offer usage-based or volume-discounted pricing, easy provisioning for remote workers, and unlimited extensions.
Security & Compliance (5% Weight)
Security isn't optional, especially if your team handles customer data or operates in regulated industries. End-to-end encryption, secure data storage, and compliance with standards like HIPAA, SOC 2, and PCI-DSS are essential.
Ask providers what security certifications they hold, how they handle call data storage, and whether they meet any industry-specific compliance requirements.
Final Verdict: The Best VoIP Is the One That Grows With You
Choosing the right VoIP provider means more than worrying about pricing or features, though that's a good start. Ultimately, you need to be picking a system that supports how your business actually operates today and scales with you tomorrow.
Whether you need advanced call routing, CRM integrations, or the flexibility to manage teams remotely, the best platform should adapt to your growth, not limit it.
Our Top Recommendation
While every option on this list has strengths, Nextiva stands out as the best all-in-one solution for SMBs. It combines business voice, SMS, video, CRM, team chat, and customer experience tools into one clean, scalable platform. You don't need to chase down add-ons or stitch tools together.
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