It goes without saying that your provider should ensure you have an easy setup and high-quality calls, along with top-notch security to keep your data secure. It’s also important to check the customer support package. You should always be able to contact your vendor on a convenient channel.

Here are some of the features to look out for:

• Number porting
• Local and toll-free numbers
• Call management
• Video call and conferencing
• SMS messaging and group chat
• Auto-attendant
• Voicemail transcription
• Analytics
• Integrations

Let’s look at them in more detail.

Number porting

Check if the provider can port your existing phone number over to the new system. You don’t want the hassle of switching to a new number that your staff and clients have to remember or log in their contact list.

Local and toll-free numbers

If you’re just starting a business and you’re in the market for a new number, many VoIP vendors offer these. Local numbers make people more likely to pick up a call, and toll-free calling encourages people to get in touch, giving the impression of an established business. In both cases, you can use just one number to cover different branches and regions.

Call management

Call management features are a big benefit of VoIP. It’s essential that the system can handle call queues, fast transfers, and smart routing for improved efficiency and happy customers.

You’ll also need call forwarding when you’re away from the office phone so that you can pick up incoming calls on a mobile phone without having to give out your private number. A caller ID feature is handy for security and reassurance, and call recording and monitoring help with compliance and coaching.

Unlike traditional phone systems where you have to install separate PBX equipment for call management features, VoIP providers usually offer cloud-based hosted PBX as part of the VoIP solution package. That means no additional installation or maintenance is required on your part.

Video calling and conferencing

Video helps you share visual information and take visual cues from participants to avoid miscommunication. It’s great for virtual conferences and 1:1 interactions. Remote teams can collaborate easily, especially if the technology includes screen sharing, whiteboarding, and chat. It’s also useful for live tech support or recorded tutorials and for coaching employees.

SMS messaging and group chat

Text messaging isn’t just for chatting with friends; it’s handy for business use too! You can send bulk texts to customers with information such as new opening hours, appointment reminders, and promotions.

Most people use their phones constantly, so they’ll see the notification—and they’re more likely to read and respond to a text than an email. Meanwhile, group messaging is ideal for collaboration, as you can message and share files with your entire team.

Auto-attendant

Sometimes called a virtual receptionist, an auto-attendant is an AI-powered feature that answers the phones for you. It ensures a professional appearance at all times, and it’s available around the clock, so you don’t need to worry about getting employees to work unsociable hours. VoIP systems let you record custom greetings and give callers the option to leave a voicemail.

Voicemail transcription

Some VoIP services provide this advanced feature, which is also known as visual voicemail. Basically, voicemail messages are automatically converted to text and sent to you via email, which is very useful when you’re on the road or in a meeting. No need to listen several times for the phone number or to scribble notes. And even if the audio message gets deleted, you’ll have a backup.

Analytics

The best VoIP solutions come with analytics to help you evaluate individual and overall performance. You can measure key metrics with tools like call logs for inbound and outbound calls, find out what customers really think with sentiment analysis, and spot problems as they happen with real-time reporting. You’ll be able to find ways to improve and make accurate forecasts about budgets and staffing levels.

Integrations

As well as providing unified communications, the best business VoIP services integrate seamlessly with other popular business apps, giving you access to even more tools in one place. You can use the systems you’re familiar with and link them to your VoIP setup, syncing data between apps for better productivity. The comprehensive tech stack is scalable and flexible as you grow.

When you’re running a business that depends on good communication (with customers and between colleagues), the last thing you want is a telephone system that lets you down at vital moments. Imagine a call getting cut off just as you’re about to close a big sale, or the system crashing on the day you launch your new delivery service, meaning customers can’t call to place an order.

Many used to believe that VoIP was more glitchy than traditional phone systems, but that’s not the case—at least, not if you choose a reliable service provider! Look closely at their SLAs (Service Level Agreements) and make sure they offer high-quality service guarantees in their agreement.

Case in point: As previously mentioned, 8x8 offers platform-wide 99.999% uptime SLA and 35+ public and private data centers with multiple redundancy and rerouting capabilities, ensuring that your business will not be disrupted due to a service failure.

Budget is all-important for small business owners, so you’ll need to look carefully at each potential VoIP phone provider and find out exactly what they offer. Don’t be tempted to automatically go for the cheapest option—that may prove to be a false economic rationale. However, it may not be necessary to spend a fortune. There are affordable yet feature-rich solutions out there (such as 8x8).

The bottom line is that you need to figure out what represents value for money for you. Make a list of what you’re looking for (essential business needs and nice-to-haves), then pick a business phone service that checks all the boxes.

It’s always worth learning what other customers have to say about a business VoIP provider, especially if their company or service is similar to your own. What kind of call quality do they get? Are the pricing and billing details easy to understand? How is the onboarding and customer support?

Bear in mind that, although most providers will include client testimonials on their websites, they’ll have chosen only the positive ones! For a wider range of feedback, check out technology review sites, where users are pretty candid about their experiences.