How to Choose the Best VoIP Service for Your Business
Selecting the right Voice over Internet Protocol (VoIP) system for your business can be overwhelming due to the sheer number of providers and features available. However, the right solution can dramatically improve your communication, save you money and future-proof your operations in an increasingly digital world. With the UK's big switch-off of traditional landlines approaching, moving to VoIP is no longer just an option – it's becoming a necessity.
This comprehensive guide will walk you through the essential considerations to help you find the best VoIP service for your company and budget.
Understanding VoIP for Business
VoIP enables you to make and receive phone calls using your internet connection instead of traditional copper telephone lines. Think of it like making voice calls on apps like WhatsApp or Zoom, but for business.
This technology converts your voice into digital data packets, which then travel over the internet and are reassembled at the other end. The benefits of VoIP for business include:
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Cost Savings: Typically, VoIP significantly reduces call costs, especially for long-distance and international calls.
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Flexibility: Employees can make and receive calls from anywhere with an internet connection – on a desk phone, computer or mobile app. This is ideal for hybrid or remote working models.
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Scalability: Easily add or remove users and lines as your business grows or shrinks, without requiring hardware changes.
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Advanced Features: VoIP systems come packed with features that enhance productivity and customer service, often included in standard packages.
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Future-Proofing: With the traditional PSTN (Public Switched Telephone Network) being phased out in the UK, migrating to VoIP now ensures your business communications remain operational.
Tailoring Your VoIP Solution
To find the best VoIP service for your business, you need to assess your specific needs and priorities. For more information, see our small business guide to VoIP.
1. Assess Requirements
Before comparing providers, take stock of your current and future communication needs.
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Number of Lines: Remember that the number of lines you need might be less than the total number of users, unless you operate a call centre where lines are constantly in use.
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Call Volume: Estimate your average daily or monthly call volume, including national, international and mobile calls. This will affect which model is most cost-effective.
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Growth Projections: If you anticipate growth, ensure the VoIP system can easily scale up without significant disruption or prohibitive costs.
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Budget Allocation: Set a realistic budget. Most VoIP providers price per user per month. Knowing your estimated usage will help you predict the potential cost.
2. Identify Essential VoIP Features
VoIP features are where providers tend to differentiate their packages. Identify which features are must-haves for your business and which are nice-to-haves.
Common features include:
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Call Recording: Helpful for training, quality assurance, compliance and resolving disputes.
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Voicemail to Email: Receive audio files or transcriptions directly to your email inbox, ensuring you never miss a message.
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Auto Attendant: Automate call routing with custom greetings. This provides a professional image and frees up time.
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Call Forwarding: Direct calls to different numbers or devices based on availability, time of day or specific rules.
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Conference Calling: Facilitate team catch-ups and client meetings with multiple participants.
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Instant Messaging: Enable quick and seamless text communication between team members.
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Screen Sharing: Collaborate effectively by sharing your desktop during calls or video conferences.
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Mobile and Desktop Apps: Allow employees to make and receive business calls from their devices, enhancing flexibility for remote or hybrid teams.
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Call Queuing: Professionally manage incoming calls to provide a better experience for callers during busy periods.
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Caller ID: See who is calling before you answer.
3. Check Compatibility
An effective VoIP system should integrate seamlessly with your existing business tools.
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CRM Integration: Connecting your VoIP system with Customer Relationship Management (CRM) software, such as Salesforce or HubSpot, enables call logs to be automatically updated and customer details to appear on incoming calls.
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Email Integration: Integration with email platforms like Outlook and Gmail can streamline communication.
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Hardware Compatibility: If you plan to use VoIP desk phones, ensure they’re compatible with the provider's system.
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Remote Work: Confirm the provider supports both handset and ‘softphone’ use to accommodate hybrid or fully remote teams.
4. Prioritise Reliability
Your business communications are vital, so security and reliability are non-negotiable.
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Security Measures: Ask providers about their security protocols and procedures. Look for features such as encryption, two-factor authentication (2FA), and secure call routing.
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Uptime Guarantees: Understand the provider's Service Level Agreement (SLA) regarding uptime. A reliable provider will offer high uptime percentages to minimise disruption.
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Failover: What happens if your internet connection goes down? A robust VoIP system should have ‘failover’ mechanisms, such as rerouting calls to mobile phones, to ensure business continuity.
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Hosting: Providers with in-house hosting often offer more reliable and secure services.
5. Ensure Scalability
Your chosen VoIP solution should grow with your business, not hinder its growth.
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Adding Users: Can you quickly and easily add new users as needed when hiring?
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Feature Upgrades: Can you upgrade to higher-tier plans with more features as your needs evolve?
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Technology Updates: Does the provider regularly update their software?
6. Value Customer Support
Even the most intuitive systems can have some quirks, so accessible customer support is crucial.
Support Channels: What options are available for support?
Response Times: What are the guaranteed response times for critical issues?
UK-Based Support: For British businesses, having access to local support can be a significant advantage.
Training: Does the provider offer training for your team to ensure a smooth switchover to the system?
7. Look for Demos
Before committing, take advantage of any opportunities to test a system.
Red Flags to Watch Out For
While searching for the best VoIP service, watch for potential pitfalls:
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Ambiguity in Pricing: Be cautious of quotes that are vague on costs. Be sure to ask about:
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Installation Fees: Are there one-off charges for setting up the service?
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Hardware Costs: Are desk phones, headsets or adapters included?
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Call Charges: Are calls to mobiles and international numbers included?
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Premium Feature Costs: Are advanced VoIP features only available as expensive add-ons?
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Contract Length: Avoid being locked into excessively long contracts unless the benefits are clear.
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Migration Fees: If you decide to switch providers later, check if there are fees for porting your number.
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Lack of Transparency: A reputable provider will be upfront about all costs, terms and conditions.
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Poor Reviews: Check independent review sites like Trustpilot or Feefo for consistent negative feedback regarding reliability or support.
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Inadequate Bandwidth: Ensure your current internet connection can support the VoIP system.
Comparing for the Right Balance
Finding the right VoIP solution is about striking the right balance between the features you need and a cost that fits your budget. This is where comparison tools become invaluable.
By using our service, you can:
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Compare Providers: Find the best VoIP service providers, along with their packages and pricing structures.
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Compare Differences: Easily identify which providers offer the specific VoIP features you consider essential.
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Compare Costs: Get a clearer picture of costs and identify any hidden fees.
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Request Quotes: Provide your specific requirements to receive customised quotes that accurately reflect your business size and needs.
Don't rush into a rash decision. Take some time to assess your requirements, understand the available VoIP features, and look out for red flags. Then, use our comparison service to find the best VoIP service that aligns with your business's goals.
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Every business is different, but all need the right tools and services to grow and thrive. From financial solutions to everyday essentials like energy, broadband, and insurance, we’re here to help you compare your options and find the best fit. Whatever your goals, we're here to help make smart decisions for your business.
