Best VoIP Services Of 2024

A VoIP system is a communications system that uses a computer, smartphone, VoIP phones or WebRTC-enabled browsers to make telephone calls and transfer information from one location to another. It accomplishes this through an internet connection. It differs from a traditional phone, also called a landline, in how it sends information and data.

A landline uses copper wires to transmit analog signals. On the other hand, VoIP uses a broadband internet connection to transmit data. The data is transformed from the original analog data, transmitted as digital data and then turned back into an analog signal so that you can understand what is being said.

VoIP systems are often comprehensive office solutions offering voice mail, call recording, custom caller ID and voicemail-to-text features. Many offices use VoIP technology to create a unified communications system for the office that makes it easy for teams to communicate with customers and among themselves.

SIP vs. VoIP

SIP and VoIP are two acronyms that you will see when considering phone systems.

SIP, which stands for session initiation protocol, is a technology that facilitates many VoIP sessions. It is an open-source communications protocol that is fast between two points. It enables a number of desired data transfers, including voice, file sharing, instant messaging, video conferencing and multimedia sessions.

VoIP is technically just the voice component of the system’s capabilities. It is the protocol that allows voice telephone calls to be made through an internet connection. It is not limited to a specialized VoIP phone—you can call from a computer or mobile device with an internet connection.

VoIP technology can exist independent from more comprehensive SIP systems when all you need is phone call capabilities. When you need other data-sharing abilities, you need a SIP system. However, the marketplace often refers to more comprehensive solutions as VoIP solutions, creating confusion among consumers.

There are many VoIP service providers vying for your business. It can be hard to distinguish the best VoIP service for you. There are even some free VoIP providers. Here are some key things to look for in the best business VoIP services.

VoIP Cost

VoIP costs can vary depending on several factors, including the type of service, the number of users and the features included. Some providers offer flat-rate pricing, while others charge based on usage or the number of phone lines needed.

Factors that impact cost include:

• Type of service: Cloud-based VoIP systems can be less expensive than on-premises solutions.
• Number of users: The more users you have, the more expensive the service will be, but you may be able to negotiate bulk pricing with some providers.
• Additional features: Some providers charge extra for features such as call recording, call forwarding and voicemail.

To reduce costs, you can:

• Negotiate pricing with your provider
• Choose a VoIP service that offers flat-rate pricing
• Look for providers that offer free or low-cost international calling
• Avoid unnecessary features and services

When choosing between a more expensive and cheaper option, consider the following:

• What features do you need? A more expensive option may offer more features than you require, while a cheaper option may not.
• What is your budget? A more expensive option may be out of your budget, while a cheaper option may be more affordable. Are there ways you can save money to afford the option you prefer?
• What is the quality of service? Cheaper options may not offer the same level of reliability and customer service as more expensive options. Looking up consumer reviews will help you determine real user experiences with VoIP services.

Call Quality and Uptime

Several factors can impact call quality and uptime when using VoIP services. These include:

• Network congestion: If the internet connection is slow or unreliable, it can cause delays, jitter and dropped calls.
• Quality of Service (QoS): Quality of Service is a method of prioritizing internet traffic, which can help to ensure that VoIP calls are given priority over other types of traffic.
• Codecs: Codecs are used to compress and decompress audio data, and the quality of the codecs used can affect call quality.
• Hardware: The quality of the user’s hardware, such as their microphone and speakers, can also impact call quality.
• Service provider’s network: Quality of Service and reliability of the service provider’s network play a huge role in ensuring call quality and uptime.

To assess a provider’s call quality and uptime during the buying process, you can:

• Ask the provider for references and case studies from current customers
• Read online reviews and ratings of the provider
• Ask the provider about its network architecture, and what measures it takes to ensure call quality and uptime
• Try the service out with a free trial period
• Ask the provider about its service level agreements (SLAs), which guarantee a certain level of uptime and call quality (often, providers offer a 99.99% uptime guarantee)

Popular VoIP Phone Service Features

Some key VoIP phone features to consider as you select a provider include:

• Customer support: While most VoIP providers offer 24/7 support, some only offer it during business hours. Others charge extra for phone support. Consider your business needs and decide what’s best for you.
• Toll-Free numbers: Not every company will need this feature, but if this is important to you, ensure that the providers you are considering offer it.
• Automated attendant: Eliminates the need for a receptionist by using an automated system to transfer calls to the right person. An interactive voice response (IVR) system may be part of this solution.
• Caller ID: Sets the tone for a call by informing you who is on the other end of the line. This is vital in sales and service industries.
• Call holding: Allows you to place a caller on hold so that you can complete another conversation or piece of business before addressing their needs.
• Call queuing: Automatically places callers on hold and identifies a waitlist queue in the order that the callers first called in. This is also referred to as automatic call distribution or ACD.
• Music on hold: Helps to keep callers on hold for more extended periods of time compared to listening to dead airtime when on hold.
• Custom ringback: Similar to hold music, this is what your inbound callers hear while waiting to speak with someone. It is usually a message or a jingle.
• Hot desking: Gives employees the ability to sign in to any connected device to access their messages and calls.
• Call flipping: This is also called call pulling. It allows you to switch the call from one device to another while still on the call.
• Conferencing tools: Allows for audio or video conferencing with employees or another group you create.
• Call monitoring: Gives managers the ability to listen to calls for training purposes. A message that the “call is being monitored for quality assurance” is usually played at the onset of the call.
• Call whispering: This technology allows a manager to whisper into the ear of the phone representative to help coach them through a call in real time.
• Call barging: Allows managers to take over a call if the phone representative cannot handle the needs of the customer adequately.
• Transcriptions: Useful written records of calls that can be used for training or evidence of call conversations.
• Call recording: Gives managers the opportunity to review not just the words said but the tone and inflection that they were said in.
• Speed dial: A time-saving feature that lets employees make often-called numbers with just a click or two.
• Call forwarding: Lets calls get forwarded to another device so that you can get calls from another location other than the office.
• Digital faxing: Eliminates the need for a nearly obsolete office machine. While most companies rarely use faxes, this gives them the ability to do so from a computer.
• Integrations: Some VoIP systems can integrate with other software, like CRM platforms. This can help you to streamline key functionality within your business while improving your sales and customer support team’s productivity.
• Call analytics: Gives managers key data about call times and critical insights about calls.
• Live chat: A modern alternative that many consumers prefer to use rather than leave a message and wait for a callback.

Selecting VoIP Phone Features for Your Business

There are many other features to consider when selecting a VoIP system beyond the twenty popular features we’ve noted above. As such, it’s essential to do your research in deciding what service plan to sign up for and what features will work best for your organization.

When selecting which VoIP system features to purchase through service plans or add-ons, you should consider the following:

• How many people will have access to this service tool?
• Does it make collaboration and communication easier?
• Is it good value for the money?
• Does it improve productivity and efficiency?
• Will going without the feature harm your business?
• Do you have any suggestions from clients or staff about using the feature?

Once you can answer a similar list regarding which VoIP features to invest in, you should move forward with choosing the best options for your business.

VoIP is a reliable system, because it uses the more reliable fiber optic and broadband cables that move internet data. Copper wires for landlines tend to be less efficient than fiber optic cables, leading to more dropped calls or noise on the line.

When you get a VoIP phone system, there are a lot of features that come with it. As a reminder, many of these benefits are the result of SIP technology but are packaged as part of your VoIP system.

For everything that it does, VoIP systems are still usually cheaper than getting landlines for the same number of phone numbers.

There are many advantages of VoIP, but there are also some disadvantages that you should consider before making the switch. One of the main disadvantages is that the phone system, thus the quality of calls, is completely reliant on the internet connection quality—the better the connection, the better the calls. However, if your internet connection goes down for any reason at any time, your phones also go down. Lesser-speed internet connections can also lead to call problems with dropped calls or jitter on the line.

Another problem with VoIP is that the connection is not always secure. This means that the calls can be breached easily with others listening to calls. It is important to check with the company you are contracting for VoIP services to see if they use high-level encryption to protect you and your company data.

A final disadvantage of the VoIP system is its use in emergencies. Numbers are not always local as businesses work to develop a presence in specific parts of the country while callers are in other locations. In an emergency, responders first look to the telephone number to locate the caller to render aid. If you don’t have an E911 emergency address connected to the VoIP line, it may take longer for responders to get to you.

VoIP needs an internet connection to work. You’ll need certain hardware to transfer the data. The hardware includes a personal computer and cable modem. If you are calling from a telephone, you’ll need a phone adapter or you’ll need to use a VoIP-ready phone. The adapter converts analog signals into digital signals that allow them to be transferred over the internet. During the call, the data is transferred back to an analog signal so that the other party can understand what is being said.

If you’re using VoIP from a mobile phone, you can connect to the internet wirelessly to transmit the data. Data is stored in the cloud and accessed via a dashboard on the computer or mobile device. Data may include contacts and business phone numbers.

Most business owners think that all VoIP systems are the same. There are some differences in the types of VoIP services that you can get.

Hosted VoIP

A hosted VoIP service is different from an on-premises VoIP solution. When things are on-premises, everything from the equipment to the connection is installed and maintained by the company deploying the system. When hosted, the VoIP system is maintained by the provider of the system. The business deploying the phone system only needs to supply the phones and internet connection. The provider assumes all other expensive hardware costs.

Cloud-Based VoIP

Cloud-based VoIP phone systems use the internet to make calls and host everything on the provider’s server network. When a business chooses this type of phone system, they don’t have to manage hardware; they simply plug the phones in and dial.

UCaaS

Unified communications as a service (UCaaS) is a cloud-based communications technology relying on six key communications functions. The six communications functions are:

• Telephone capacity
• Audio, video and web conferencing
• Unified messaging
• Instant messaging
• Mobility
• Business processes enabled by communications

The UCaaS goes beyond just the VoIP solutions and incorporates SIP solutions as well. Systems can be customized to serve particular business needs. The best UCaaS providers help businesses improve their processes and streamline daily operations.

CPaaS

Communications platform as a service (CPaaS) offers cloud-based, customized communications services for unified communications systems. Because it is customizable, it is fully adaptable to any business and its needs. Everything is integrated to work in real time on the platform and doesn’t need to access outside systems.

Fixed VoIP services are provided through a dedicated internet connection, such as a DSL or cable line. They are typically more reliable and consistent in terms of call quality and uptime. They are also more secure, as the internet connection is not shared with other users. Examples of fixed VoIP services include:

• Residential VoIP services
• Business VoIP services
• Hosted PBX services

Non-fixed VoIP services, on the other hand, are provided through a shared internet connection, such as a Wi-Fi or cellular network. These services are typically less reliable and may be subject to dropped calls or poor call quality due to network congestion. They are also less secure, as the internet connection is shared with other users. Examples of non-fixed VoIP services include:

• Mobile VoIP services
• WebRTC services
• SIP trunking

Fixed VoIP services are more suitable for businesses that require a high level of reliability and security, while non-fixed VoIP services are more suitable for individuals or businesses that require mobility and flexibility.

VoIP hardware and equipment refers to the devices and peripherals needed to make and receive VoIP calls. While this varies by provider, there are four main types of equipment.

The types of equipment needed for VoIP typically include:

• IP phones: These are specialized phones that connect to the internet and work with VoIP systems. They often have similar features to traditional phones, such as a keypad and display.
• Adapters: These devices allow traditional analog phones to work with VoIP systems. They plug into the phone and convert the analog signals into digital signals that can be transmitted over the internet.
• Headphones: Some VoIP services require the use of a headset or headphones with a built-in microphone. This allows for hands-free operation and better sound quality.
• Conference phones: Some VoIP services also support conference calls, in which case a conference phone is needed.

Service providers typically offer a variety of equipment options and some providers include the cost of the equipment as part of their plans, while others may charge extra for the equipment or require the customer to purchase it separately.

Companies can also use their existing equipment, such as analog phones, with an adapter. However, the quality of the call may not be as good as it would be with an IP phone designed specifically for VoIP systems.

A lot of the work to set up the VoIP system starts with choosing the right VoIP system. Choose a provider that offers the hardware support, such as phones that you will need for your office. It is also helpful to choose a provider that provides E911 calls that give emergency responders the callback number and location of callers.

Decide how many lines you will need. As you select a provider, you will also want to address needs such as porting over an existing number to your new system. If your business has been around for a while, maintaining the consistency of numbers is important. Be sure to let the provider know this as you sign up for the service.

Once you have chosen a provider and allowed them to do the initial setup on their end, the next item of business is to plug the system in. This means connecting the communications device (phone or computer) to the internet. Your provider will walk you through the configuration steps to ensure that your calls are transferring across the network properly. Test the system to see if any issues need troubleshooting.

Because VoIP is a comprehensive solution that most providers offer, there are add-ons that you can request to customize your business and serve its unique needs.

Virtual and Vanity Phone Numbers

When requesting a phone number, you can ask the provider for a virtual phone number or a vanity phone number. A virtual phone number allows you to have a number from a geographic region that you are not residing in, helping you better serve customers from anywhere in the world. A vanity phone number is easy to remember because it associates letters with the numbers, often representing part of the company name or slogan.

Video Conferencing

Businesses can use video conferencing to host internal meetings or to have a virtual face-to-face with customers. This is part of the new business model, particularly post-pandemic, and is something most businesses will want as an add-on to their business model. VoIP integrates the best video conferencing software with call functions.

Conference Calling

Hosting conference calls is an important way to hold a virtual meeting or seminar. Top VoIP providers use the best conference call technology and make it a seamless experience.

CRM

Most businesses want their phone system to integrate with their customer relationship management (CRM) software. This means that your phone representatives have access to pertinent client details and purchases as they make the call. It’s an efficient way to provide your people with data. Top VoIP providers work with the best CRM systems.

VoIP technology has many uses and can be beneficial for various industries and business scenarios. Some of the most common use cases include:

• Remote workers: VoIP technology allows remote workers to make and receive calls as if they were in the office, increasing productivity and collaboration. This is especially useful for companies with employees working from different locations or working remotely.
• Customer service centers: VoIP technology can be used to set up virtual call centers, allowing customer service representatives to work from anywhere with an internet connection. This can help to reduce costs and improve service quality.
• Healthcare: VoIP technology can be used to connect doctors and nurses with patients, allowing for remote consultations and reducing the need for in-person visits.
• Education: VoIP technology can be used to set up virtual classrooms, allowing students to attend classes remotely. This can be especially useful for students in remote areas or with mobility issues.
• Retail and e-commerce: VoIP technology can be used to set up virtual call centers to handle customer inquiries and support. This can help to reduce costs and improve service quality.

VoIP technology can also be used for other industries such as construction, finance, nonprofits, government agencies and many more. As the technology continues to evolve and improve, the possibilities for VoIP use cases will continue to expand.

VoIP is subject to a variety of regulatory concerns. In the United States, the Federal Communications Commission (FCC) has established regulations for VoIP services. These regulations are intended to ensure that consumers have access to reliable and affordable VoIP services and promote market competition. Some key regulatory concerns for VoIP include:

• Emergency services: The FCC requires that VoIP providers offer the same emergency services as traditional telephone companies.
• Accessibility: The FCC requires that VoIP providers offer services that are accessible to people with disabilities, such as text-to-speech and captioned telephone services.
• Number portability: The FCC requires that VoIP providers allow customers to keep their phone number when switching to a different provider.
• Interoperability: The FCC promotes the interoperability of different VoIP networks and services.
• Calling records: The FCC requires that VoIP providers maintain records of all calls placed and received and make those records available to law enforcement upon request.

It’s important for companies to be aware of these regulations and to comply with them to avoid any potential penalties or fines. The FCC provides detailed information and guidelines on its website. Check them frequently, as the regulations may change over time.

There are a number of burgeoning 2024 VoIP trends, and being aware of them will help your business remain competitive in our rapidly evolving digital world.

Unified Communications as a Service Is on the Rise

VoIP technology is the cornerstone of Unified Communications as a Service (UCaaS) models. These systems and cloud-based service packages have been gaining traction in recent years, especially following the events of the COVID-19 pandemic. Remote working mandates highlighted the usefulness of VoIP-based systems, allowing employees to maintain effective communication through various methods without relying on a physical connection.

UCaaS now includes a wide variety of communication tools, including voice calls, instant chat, video calling, email integration and file sharing. These functions are critical to communication on a global scale, and VoIP technology is the basis for all of them. UCaaS companies that offer more ways to connect with their partners and customers will be more competitive in the future.

We expect to see the UCaaS market continue to grow in 2024 and beyond. In 2020, the market value of UCaaS was around INR 3 trillion, and this number is projected to reach more than INR 17 trillion by 2028.

Integration Into Existing Tech Stacks

Adding VoIP systems into existing business operating systems and tech stacks is becoming easier than ever. With cloud-based systems, it is possible to add additional components to a current system without much effort. Easily modifiable VoIP tools that work well alongside existing systems will be at a distinct advantage in the coming years.

Smarter VoIP Assistants

Advancements in language processing and machine learning have resulted in smarter and more effective voice assistants. AI can quickly classify and redirect incoming messages, accurately answer basic customer questions and interpret user behavior and sentiment from conversation content and tone. The assistant automatically sends data about the interaction back to the system for analysis so that future interactions can be further optimized. AI voice assistants will continue to improve in 2024 and beyond.

Increased Focus on Security

As with any internet-based entity, VoIP is vulnerable to cyber threats and attacks that can have major consequences for the businesses they serve. Breaches in security can lead to disruptions in business operations and potentially risk litigation from affected parties. Some of the most common risks to VoIP systems are phishing, DDoS attacks, call tampering, malware and viruses, voice over misconfigured internet telephones (VOMIT) and spam over IP telephony (SPIT).

In 2019, 38% of small businesses had no systems in place for managing cybersecurity threats, and about 46% of illegal calls were made through VoIP systems. In 2024, we expect companies utilizing VoIP technology to devote more resources into securing the networks that businesses rely upon. This way, businesses can function without issue and continue to protect and serve their customers.

Here’s how to ensure you’re staying protected:

• Encryption: VoIP providers should use encryption to protect data transmission. Look for providers that use industry-standard encryption methods such as AES or SSL to encrypt voice and data transmissions.
• Authentication: VoIP providers should use authentication methods to ensure that only authorized users can access the system. This can include usernames and passwords or more advanced methods such as digital certificates or biometric authentication.
• Firewall: You can use a firewall to protect your VoIP system from unauthorized access. Look for providers that offer a firewall or allow you to use your own firewall to protect your system.
• Antivirus and anti-malware: VoIP systems can be vulnerable to malware and viruses just like any other computer system. Ensure your VoIP provider offers antivirus and anti-malware protection to protect your system from these threats.
• Network monitoring: Network monitoring can help to detect security breaches and other issues. Look for providers that offer monitoring and reporting capabilities to help you keep track of your system’s security.
• Regular software updates: VoIP providers should regularly release software updates to fix security vulnerabilities. Look for providers that offer automatic updates to make it easy to keep your system secure.

When determining the best VoIP services, Forbes Advisor India researched the industry and selected 16 providers to analyze in-depth. We then ranked these providers using several factors such as pricing, features, ease of use and customer support. Hard and fast criteria such as price and features were weighted higher than more subjective data points such as reviews.

Mobile App Score

As many VoIP services include downloadable apps for mobile and desktop, we make it a point to check the App and Play Store Star Ratings for the products we review and provide a score between one and five stars. The category accounts for 4% of the overall rating.

Customer Reviews

The experiences of past customers account for 10% of the final score. We review customer reviews from Trustpilot, G2, Capterra, and the Better Business Bureau or BBB. In checking the BBB website, we break down the ratings, and place special emphasis on the ratio between complaints and reviews.

Service and Support

Our primary focus for service and support, which accounts for 4% of the final score, is the availability of live chat and a readily available knowledge base. For live chat, a higher score is reflected by the availability of human support, followed by a bot or AI-generated assistance.

Pricing

VoIP services usually charge a monthly fee per user. However, some providers may charge a flat rate for unlimited users or minutes. Be sure to check the fine print—some providers charge additional fees for features such as call recording or transcription, while others include these features for free. We weighed pricing at 10% of the total score.

General Features

General features account for the second-greatest percentage of the overall score at 24%. This includes standard VoIP service tools such as unlimited domestic calling, SMS/text messaging, automated attendants, team messaging capabilities, and unlimited international calls. We also consider the availability of a desktop app.

Additional Features

These features may sometimes be part of a plan, but otherwise be made available as add-ons. Though not always a core part of VoIP service, we find these tools and features can be essential to providing the best possible experience for businesses.

For instance, the most basic include unlimited calling and voicemail, while more advanced features include visual voicemail, call forwarding, toll-free numbers and CRM integrations. Consider which features are most important to your business before making a decision.

Expert Score

The previous methodology sections made up the data portion of the overall score, which accounts for 70% of the rating. The expert score accounts for the remaining 30%. Forbes Advisor India’s editorial team provides a subjective evaluation based on our research and direct experience with the product or service. The overall rating is the result of four items of consideration; each section is equally worth 7.5% of the total expert score

Features

The expert makes note of standout features, important details that could be relevant to the customers, or anything that suggests the product or service would be a worthwhile investment for potential customers. The more tools and services available and of relevant use, the higher the overall score.

Value for Money

Value goes beyond whether a service is affordable. A product may cost a little more, but ultimately be worth the investment because it provides excellent value not found with competitors. We consider everything that comes with signing up for a plan as well as what’s missing. We even consider the experience of signing up or reaching out to customer service to determine if, at the end of the day, buying the reviewed product represents good value for money.

Popularity

While we do review and test products that are less known, we also are aware that certain products are widely used because they have a wide-reaching reputation. For the purpose of our methodology, popularity refers to how easy the product is to find on Google, the number of customer reviews available, as well as how many trustworthy review sites have written about the product or service.

Ease of Use

Some VoIP products are designed to be very easy to sign up for and begin using. Others, however, are designed for customers who have extensive, pre-existing knowledge of VoIP-related services. Factors for ease of use include everything from how difficult it is to create an account and sign up for a plan to how much time and effort is involved for downloading the app and beginning to use the product.