The 10 Best Phone Systems for Customer Support

A dependable phone system is essential for efficient customer service in today's fast-paced corporate environment. It guarantees prompt assistance and resolution of concerns. These systems improve efficiency, simplify operations, and build customer trust by centralizing communications.

This article will explore the best phone systems for enhancing efficiency and improving the customer experience.

Cordless

Cordless is a cloud-based phone system for support teams featuring advanced conversational intelligence. The platform simplifies phone support, offering deep insights from calls to improve service quality and operational efficiency. Cordless enables businesses to enhance their customer phone interactions, making it a must-have tool for companies looking to leverage data-driven strategies in their support operations.

Best Features:

• Smart Conversation Highlighting: Identify and handle complex conversations that require attention with ease, resulting in a timely resolution and satisfied customers.
• Automated PII Redaction: Improve security and compliance by automatically identifying and removing personally identifiable information from call transcripts and recordings. Protect sensitive customer data in this way.
• Call Center and Agent Performance Metrics: With core metrics, you can get a real-time pulse on your customer service and sales operations and thoroughly understand your team's performance.
• Simplified Telephony Workflow: Optimize efficiency and responsiveness by smoothly managing daily phone operations, such as placing, taking, transferring, and attending to missed calls.
• Call Transcription Capability: Use Cordless call transcripts to your advantage and gain insightful knowledge that can be applied to customer feedback analysis, training, and quality control.
• Tagging Functionality: Cordless's user-friendly tagging tool makes it easy to categorize and organize calls, which speeds up data administration and analysis.
• Sentiment Analysis Integration: Raise the caliber of your customer service by using sentiment analysis to understand better and address consumer emotions. This will increase customer happiness and loyalty over time.

Limitations:

• Learning Curve: As with any new program, there's a learning curve to understand the features and functionalities. However, Cordless offers personalized onboarding, unlimited support and regular complimentary check-ins, so their team will always be there to help with any questions.
• Constraints on Customization: Although Cordless provides various features and possibilities for customization, companies with highly particular or unusual requirements may need help adapting the platform to meet their demands. If this is your case, we would recommend booking a call with Cordless to discuss your requirements - they will be able to offer an existing solution or build one for you.

Pricing: The standard plan costs £40 / 45€ / $50 per user per month with features such as unlimited phone numbers, call recording, call transcripts insights and analytics, and more. You can also get a customized plan by booking a call with the team.

RingCentral

RingCentral is a cloud-based communication and contact center provider that simplifies calling, messaging, and meeting for employees, customers, and anyone else involved in business interactions. It supports various devices including PCs, smartphones, tablets, and deskphones, and integrates well with popular business applications like Google, Microsoft, Salesforce, and HubSpot.

Best Features:

• Reliable Cloud Calling: Enjoy seamless communication across devices with RingCentral's AI-driven cloud calling, ensuring uninterrupted connectivity for business needs.
• RingCentral for Microsoft Teams Integration: Experience AI-powered calling, SMS, and fax directly within Microsoft Teams, streamlining collaboration and communication efforts.
• Enhanced Business SMS: Optimize business texting with RingCentral's enhanced SMS functionality, prioritizing deliverability for efficient communication with clients and colleagues.
• Video Meetings: Host AI-enhanced video meetings with built-in transcription and recording features, empowering teams to collaborate effectively regardless of location.
• Cloud Faxing: Simplify faxing with RingCentral's user-friendly and secure digital fax solutions, eliminating the need for traditional fax machines and streamlining document exchange.
• Team Messaging: Foster organized communication with team messaging, facilitating seamless chat and file-sharing capabilities to enhance collaboration within your organization.

Limitations:

• Response Time: RingCentral's support staff may take different amounts of time to respond to users' questions and support ticket queues, which could delay the resolution of significant problems.
• Complexity of Solutions: For more complicated or technical problems, some users may need help applying the solutions offered in RingCentral's help material.
• Lack of Personalization: Users may find it challenging to get individualized help catered to their unique requirements or setups because of the nature of online support services.
• Dependency on Internet Connectivity: Because RingCentral is an online support platform, its support services rely on Internet connectivity. This implies that consumers may experience difficulties obtaining assistance when there are disturbances or outages on the internet.
• Language Support: Although RingCentral probably provides support in several languages, users who need help in languages other than the main languages supported might need help getting the resources they need or getting a quick answer.
• Platform Compatibility: Users could run into restrictions regarding support for particular hardware or operating systems, making it more difficult for them to access and use RingCentral's support offerings.

Pricing:

Core: $30/user/month (paid annually)
Advanced: $35/user/month (paid annually)
Ultra: $45/user/month (paid annually)

8x8

8x8 is a comprehensive contact center and cloud communications platform that focuses on customer experience. It offers enterprise-grade communications and collaboration services across 55+ countries with 24/7 support and superior call quality. 8x8's solutions aim to keep customers satisfied, agents engaged, and employees connected through a unified platform that integrates voice, video, chat, and APIs.

Best Features:

• Omnichannel Messaging: Elevate customer engagement across various messaging platforms like SMS, WhatsApp, Viber, Zalo, LINE, and voice, ensuring seamless communication.
• SMS Notifications: Send timely notifications, one-time passwords, alerts, and reminders through the most popular communication channel, SMS, enhancing customer interaction.
• Voice Solutions: Deliver inclusive and immersive customer experiences with secure and private voice solutions, fostering meaningful connections.
• Video Interaction: Redefine customer experiences by seamlessly integrating real-time video calls into mobile apps or websites, enhancing communication accessibility and engagement.
• Jitsi as a Service: Access an enterprise-ready embeddable video iFrame with Jitsi, enabling easy white-labeling and deployment of feature-rich video solutions for businesses and developers.
• 8x8 Connect: Harness the power of 8x8 Connect, a no-code, multi-channel communications platform, to manage SMS, voice, and chat app campaigns effortlessly. Automate millions of messages and gain real-time insights through comprehensive reports and analytics.

Limitations:

• Dependence on Internet Connectivity: Since 8x8 operates over the Internet, disruptions in connectivity or outages could affect the ability to make calls, host meetings, or access other features, highlighting the importance of reliable Internet infrastructure.
• Integration Complexity: Integrating 8x8 with existing systems and workflows may require time and resources, potentially leading to challenges in implementation, especially for businesses with complex IT environments.
• Customization Constraints: While 8x8 provides a range of features and customization options, businesses with highly specialized or unique requirements may need help tailoring the platform to their specific needs.
• Support Response Time: Depending on the level of service and support plan chosen, businesses may experience varying response times for technical support inquiries, which could impact resolution times for issues or concerns.
• Compliance and Security: While 8x8 implements security measures to protect data and privacy, businesses operating in highly regulated industries may need to ensure that 8x8's compliance certifications meet their specific requirements.
• Platform Compatibility: Users may need more support for specific devices or platforms, potentially impacting their ability to effectively access and utilize 8x8's services.

Pricing:

SMS: $0.0104 per SMS
Messaging Apps: $500/month
Jitsi as a Service: $0 per month
Voice: $0.0024 per minute

Zoom Phone

Zoom offers a unified communication and collaboration platform with features like virtual meetings, team chat, VoIP phone system, online whiteboard, AI companion, email, and calendar integration. It provides solutions for modern team collaboration and innovative room solutions for various meeting spaces, aiming to enhance virtual and hybrid experiences and improve customer support through an omnichannel cloud contact center optimized for video interactions.

Best Features:

• Virtual Meetings: Seamlessly connect from anywhere with Zoom Meetings, enabling efficient collaboration and communication.
• Team Chat: Collaborate effortlessly with Zoom Team Chat, facilitating real-time communication and teamwork.
• VoIP Phone System: Reach out globally with Zoom Phone, offering a reliable VoIP solution for crystal-clear calls.
• Online Whiteboard: Foster creativity and brainstorm ideas with Zoom Whiteboard, a digital platform for collaborative visualization.
• Conversation Intelligence: Gain insights and improve sales performance with Zoom's Conversation Intelligence, offering rich analytics on communication.
• Email and Calendar Integration: Streamline communication with integrated email and calendar features, simplifying message exchange and scheduling.
• Video Recording: Collaborate over video seamlessly with Zoom's Video Recording feature, allowing teams to review discussions without scheduling a meeting.
• Appointment Scheduler: Simplify scheduling tasks with Zoom Scheduler, removing the hassle of traditional appointment booking.
• Workvivo Integration: Enhance communication and drive engagement with Workvivo integration, streamlining internal communication processes.

Limitations:

• Security Concerns: Zoom has faced scrutiny regarding security and privacy issues, including incidents of unauthorized access to meetings (commonly referred to as "Zoombombing"). While Zoom has implemented measures to address these concerns, users should remain vigilant and follow best practices for securing their meetings.
• Dependency on Internet Connection: Zoom requires a stable Internet connection for optimal performance. Users in areas with poor internet connectivity may experience disruptions or limitations in audio and video quality during meetings.
• Meeting Duration Limits: Zoom's free tier imposes a 40-minute time limit on group meetings with three or more participants. While paid plans offer longer meeting durations, users on the free tier may need to schedule multiple shorter meetings for extended discussions.
• Compatibility Issues: Certain features of Zoom may not be available on all devices or operating systems. Users should ensure that their devices meet the system requirements for using Zoom effectively.
• Resource Intensive: Running Zoom alongside other applications on a device may require significant system resources, potentially leading to performance issues on older or less powerful devices.
• Subscription Costs: Zoom offers a free tier with limited features, but access to advanced functionalities such as longer meeting durations and more significant participant limits requires a paid subscription. Businesses should consider the cost implications of upgrading to a paid plan based on their needs and budget.

Pricing:

Metered plan - $10 per user per month
Unlimited plan - $15 per user per month
Select plan - $20 per user per month

Vonage

Vonage is a provider of business communication solutions that offer services such as Unified Communications, Contact Centers, and Communications APIs. They leverage technologies like Network APIs to deliver innovative solutions, enabling businesses to engage customers through messaging, voice, video, and more. Vonage also provides features like multi-line phone systems that allow multiple devices to be connected to one extension, enhancing flexibility and efficiency in communication.

Best Features:

• Voice Quality Engine: Enjoy rich, reliable, and low-latency voice calling tailored for modern enterprise communications across any app, website, or voice-based system.
• Messaging Quality Engine: Benefit from a rules engine supported by Vonage's global, direct-to-carrier network, ensuring optimal deliverability for your messages.
• Phone Numbers: Instantly provision numbers across multiple locations, giving your business a local presence on a global scale.
• Adaptive Routing™: Vonage's platform continuously monitors and selects the best route for delivering messages based on real-time performance data, ensuring efficient delivery.
• Outbound Network: Access over 1,600 carriers globally through Vonage's platform, providing extensive geographical reach and connectivity.
• Compliance Engine: Automate local compliance, sender IDs, and concatenation with Vonage's API platform, ensuring seamless adherence to regulations and standards.

Limitations:

• Internet Dependency: Vonage's services rely on internet connectivity, so interruptions or outages in internet service could disrupt voice calls, messaging, and other communications.
• Compatibility Issues: Certain features and functionalities may not be compatible with all devices or operating systems, potentially limiting accessibility for some users.
• Geographic Restrictions: Vonage's availability and features may vary depending on the user's geographic location, with some services not being accessible in certain regions.
• Cost Considerations: While Vonage offers various pricing plans, additional fees may apply for specific features or usage beyond plan limits, potentially leading to unexpected costs for users.
• Security Concerns: Like any online communication platform, Vonage may face security and privacy risks, such as unauthorized access to data or potential breaches, requiring users to take appropriate measures to safeguard their information.
• Service Outages: A few Vonage customers have complained about sporadic service interruptions and dependability problems. Even while these incidents might not be often, they nevertheless serve as a reminder of how crucial a strong network architecture and redundancy controls are to maintaining continuous communication.
• Customer Service Concerns: A few customers have voiced complaints over Vonage's customer service's timeliness and caliber. Resolving technical problems and guaranteeing the communication system runs smoothly depend on prompt support and help.

Pricing:

SMS API: €0.0062/message (US LVN)
Messages API: €0.0050/delivered message
Voice API: €0.0127/minute (using PSTN Leg)
Verify API: €0.0500/per successful verification
Video API: €0.0040/minute
In-App Messaging: €0.0007/message sent
Dispatch API: €0.0020/phone number
Number Insight API:  €0.0050/phone number
Conversation API: €0.0007/per Custom Event Post
Reports API: €0.0004/per CDR

Nextiva

Nextiva is a comprehensive communication platform for businesses, offering VoIP phone systems with advanced features like call center solutions, productivity software, and SIP trunking products.

Best Features:

• Phone System: Streamline communication with Nextiva's comprehensive phone system, offering reliable voice calls and advanced features to enhance productivity.
• Video Meetings: Boost collaboration and productivity with seamless video meetings, enabling face-to-face interactions and real-time collaboration from anywhere.
• Contact Center: Elevate the customer experience with Nextiva's contact center solutions, providing omnichannel support and efficient call management to delight customers.
• Social Media Management: Manage social media interactions effectively with Nextiva's social media management tools, allowing businesses to engage with customers across platforms.
• Reputation Management: Maintain and enhance your online reputation with Nextiva's reputation management features, including monitoring and managing customer feedback and online reviews.
• Nextiva Mobile App: Stay connected on the go with the Nextiva Mobile App, enabling users to access communication tools and features from their mobile devices easily.

Limitations:

• Customer Service: Customers have been displeased with Nextiva's customer service, claiming lengthy wait periods and staff members' incompetent responses. A few users have expressed dissatisfaction with the slow response time and called for enhancements to the efficiency of technical assistance and response time.
• Software User Interface: Several users have reported that Nextiva's software interface needs more precision and lacks more instructions and support. They have needed help with using the interface and comprehending its capabilities, highlighting the need for a more user-friendly and educational design.
• Pricing Clarity: Users have complained that Nextiva's pricing system is unclear and opaque regarding expenses and available plans. Users have recommended improved pricing clarity. Specific suggestions include making costs more transparent and giving more thorough descriptions of the various plans.

Pricing:

Essential: $18.95/user/mo.
Professional: $22.95/user/mo.
Enterprise: $32.95/user/mo.

GoTo

GoTo is a provider of unified communications software and remote IT support. They offer a range of services, including VoIP phone systems, remote support software, video conferencing, and customer support solutions. GoTo Connect is their platform that integrates cloud phone systems, virtual meeting capabilities, and contact center functionalities. It provides features like HD video conferencing, messaging, team chat, file sharing, call queues, reporting and analytics, and intelligent call routing

Best Features:

• All-in-One Platform: GoTo Connect offers a simple, secure, and comprehensive solution for phone, meeting, and messaging needs, including contact center capabilities, ensuring seamless connectivity for all users.
• GoTo Webinar: Engage audiences effectively with GoTo Webinar's interactive features, detailed analytics, and seamless integrations, making virtual conferences a success.
• GoTo Meeting: Experience intuitive usability and unparalleled uptime with GoTo Meeting's web conferencing platform, ensuring productive and smooth virtual meetings for all participants.
• GoTo Room: Transform any space into a fully connected conference room with GoTo Room's easy-setup hardware, providing a seamless meeting experience for teams.
• GoTo Training: Enhance learning experiences with GoTo Training's award-winning online training software, engaging learners before, during, and after sessions, ensuring practical knowledge transfer.
• GoTo Contact Center: Boost customer engagement and sales with GoTo Contact Center's multi-channel cloud contact center, offering efficient communication channels to keep customers satisfied and engaged.

Limitations:

• Browser Compatibility: The new experience is limited to the GoTo app and Google Chrome or Edge Chromium on the web, restricting access for users of other browsers.
• Known Issues with New Experience: Organizers and attendees may encounter known limitations in the new experience, impacting functionality for both parties.
• Limited Feature Support for Legacy Mobile App: Attendees joining via the legacy mobile app may not appear on organizers' reports, potentially impacting data accuracy.
• Manual Refresh for Session Materials: Materials added during sessions will not automatically refresh, requiring organizers to refresh the material section for updates manually.
• Incompatibility with Breakout Rooms for Phone Audio Users: Attendees connected to audio via phone cannot participate in breakout rooms, limiting engagement options for these users.
• File Format Compatibility for Local Recordings: Local recordings are saved in .WEBM format, requiring organizers to use third-party converters to convert files to .MP4 format for compatibility.

Pricing: Complete IT and telecommunications support for as little as $35 per user each month.

Community Phone

Community Phone is a telecommunications company that offers modern landline and voice services. The platform provides a range of services aimed at supporting small businesses and individuals with affordable landline solutions. Their offerings include unlimited nationwide calling starting at $39 per month, the ability to answer landline calls anywhere using their app, texting from the landline number, and customizable call flows such as blocking spam calls or playing audio recordings like FAQs.

Best Features:

• Answer Landline Calls Anywhere: With the Community Phone app, authorized users can seamlessly answer landline calls on their cell phones, ensuring accessibility and convenience.
• Text from Your Landline: Simplify communication by texting from your landline number using the Community Phone app, offering authorized users flexibility and ease of use.
• Customize Your Call Flow: Tailor your call experience with customizable options such as blocking spam calls, setting personalized greetings, and playing audio recordings like FAQs, providing ultimate control and professionalism.
• 30-Second Setup: Experience hassle-free setup with a quick and easy 30-second process that requires no technician—plug into a power outlet, and you're ready to go, ensuring simplicity and efficiency.
• No Internet Required: Enjoy uninterrupted connectivity without relying on internet strength, ensuring consistent communication regardless of internet availability or quality.
• Unlimited Nationwide Calling: Stay connected with friends, family, and colleagues across the United States with unlimited minutes, offering seamless communication without constraints or limitations.

Limitations:

• Limited Scalability: Local phones may have limited scalability compared to more extensive networks. Companies with high levels of growth or fluctuating communications needs may find that local telephony offerings need to be more appropriate for their needs.
• Feature set: Although Community Phone prioritizes personalized service and transparent pricing, it may have a more limited feature set than some competitors. It may be needed by businesses with specific telephony or business needs to find another solution.

Pricing: Price starts at $39 per month.

Aircall

Aircall is a cloud-based VoIP business phone system that eliminates the need for physical hardware, offering international numbers in over 100 countries and integrating with various platforms. It features a single interface for centralized control and detailed call analytics and is designed for remote and hybrid teams, ensuring seamless communication. Aircall is scalable, flexible, and securely stores data in the cloud, enhancing productivity and customer service through its extensive integrations.

Best Features:

• Toll-Free Numbers: Create toll-free numbers instantly, whether in your local area code or any country where your business operates, ensuring customer accessibility.
• International Numbers: Access local and international numbers in over 100 countries, enabling global connectivity for remote teams and worldwide operations.
• Call Conference Solution: Host collaborative conversations with up to five participants in live conference calls, facilitating teamwork and efficient communication.
• Business Hours: Customize call schedules to align with your business hours, ensuring you receive calls from prospects and customers at the correct times.
• Voicemail: Record personalized messages to greet callers when unavailable, maintaining professionalism and providing information even when away.
• Call Routing: Direct calls to the appropriate team members with customizable call distribution, ensuring efficient handling and resolution of customer inquiries.
• Interactive Voice Response (IVR): Set up an intelligent IVR directory to automatically guide callers to the correct team, enhancing the customer experience and reducing wait times.
• Extensions: Assign personalized three-digit extensions to team members, simplifying internal communication and facilitating quick connections.
• Blocklist Numbers: Eliminate spam callers and bots by blocking unwanted numbers, allowing your team to focus on meaningful conversations.
• Virtual Call Center: Access all numbers and users on one centralized platform, streamlining management and collaboration for distributed teams.
• Business Text Messages - SMS & MMS: Engage with customers and prospects through text messages, managing SMS, MMS, and voice conversations seamlessly within Aircall.

Limitations:

• User Authentication: The sign-in process could be more intuitive, especially for users in organizations with Single Sign-On (SSO) enabled, as they may experience frequent logouts despite having SSO configured. Improving the sign-in experience would enhance user convenience and productivity.
• Feedback Prompts: The app's frequent requests for feedback can be disruptive and annoying for users, impacting the overall user experience. Reducing the frequency of feedback prompts or providing an option to adjust the timing would improve user satisfaction and minimize interruptions.
• Text Messaging: The text messaging feature may have limitations or issues that affect its usability or functionality. Further clarification or improvement in this area is needed to ensure users' seamless and reliable messaging experience.

Pricing: For $30 per license, you get access to a comprehensive suite of features, including over 100 integrations and API access, with the option to purchase 3 licenses for $1080 annually.

CallHippo

CallHippo is a virtual phone system that boosts agent productivity, automates workflows, and tracks performance while cutting communication costs. It serves sales, support teams, call centers, and BPOs with features like call analytics, custom greetings, call queuing, intelligent routing, and IVR systems. Easy to set up, it offers an intuitive interface and free phone numbers in over 50 locations.

Best Features:

• Power Dialer: Boost your sales team's efficiency by automating the dialing process, allowing them to focus on engaging with prospects and closing deals effortlessly.
• Smart Switch: Enhance call connectivity with the Smart Switch feature, enabling agents to seamlessly toggle between multiple telephony providers for optimal call pickup rates and exceptional customer experiences.
• Global Connect: Seamlessly connect with global customers and prospects at the best times with Global Connect, maximizing call pickup and conversion rates while respecting time zones.
• Intelligent Call Forwarding: Stay accessible and responsive with Smart Call Forwarding, automatically redirecting incoming calls to preferred devices or numbers to ensure you never miss important calls.
• Call Transfer: Provide exceptional customer service by smoothly transferring calls to the right department or agent, reducing call-to-resolution time and enhancing the customer experience.
• Call Conference: Foster collaboration and effective communication with Call Conference, enabling virtual audio meetings with multiple participants for seamless teamwork and efficient decision-making.

Limitations:

• User Interface: Some users may find the CallHippo user interface to be less intuitive compared to other virtual phone systems. Navigating features and systems may require a learning curve for new users, which affects both ease of use and user experience.
• Customer Support: While CallHippo provides customer support via email, phone, and chat, some users have reported difficulties getting support promptly or fixing technical issues quickly. Improving customer support responsiveness can improve the overall user experience for CallHippo customers.

Pricing:
Basic: $0 per user/month
Starter: $18 per user/month
Professional: $30 per user/month
Ultimate: $42 per user/month