Category: Voice

  • VoIP Gateway: A Guide in 2025

    VoIP Gateway: A Guide in 2025

    VoIP gateway refers to a voice-over-internet-protocol gateway device.


    VoIP Gateway: What Is It?

    A VoIP gateway is a device that helps traditional phone systems talk to the internet. Traditional phones send voice through copper wires, while VoIP (Voice over Internet Protocol) sends voice as digital signals over the internet. The gateway works like a translator, changing phone signals into internet data and back again.

    This lets businesses keep using their old phones and PBX systems. They also enjoy lower costs and easier connections to apps such as Zoom or Microsoft Teams. In simple terms, a VoIP gateway is the “bridge” between the old phone world and modern internet calling.

    Why Do Businesses Use It?

    Some businesses use a VoIP gateway because it lets them keep their old phone equipment while still moving toward internet-based calling. Many companies invested in a lot of money in PBX systems and handsets, so replacing them all at once would be expensive.

    A gateway allows them to save money by connecting those older devices to modern VoIP services.

    Some organizations keep PSTN access for local numbers or emergency calls. Others use it as a temporary solution while they slowly switch their whole system over to the cloud.

    In some regions, regulations require PSTN access. Where internet is unreliable, gateways ensure calls continue without interruption. Overall, businesses use VoIP gateways to balance cost savings, reliability, and flexibility while transitioning between old and new technology.

    Types of VoIP Gateways

    There are a few main types of VoIP gateways, and they’re usually grouped by the kind of phone lines they connect to.

    Analog VoIP Gateways

    Analog gateways connect traditional analog devices – like desk phones, fax machines, or alarm lines – to VoIP. They can also connect your VoIP system back to the public phone network (PSTN) if needed.

    These gateways often use FXS ports (to plug in phones or faxes) or FXO ports (to connect to a phone-company line). Small businesses choose them to keep using existing equipment while exploring the best VoIP for small business options

    Best for: small offices that want to keep using analog phones, faxes, or alarm lines with VoIP.

    Digital VoIP Gateways

    Digital gateways are designed for businesses running digital PBX systems or using carrier-grade digital lines such as ISDN, T1, or E1.

    They translate between those circuits and VoIP. This makes them popular in call centre management systems where many digital channels must connect to modern SIP services.

    Best for: businesses or call centres running digital PBX systems or ISDN/T1/E1 circuits.

    Hybrid VoIP Gateways

    Hybrid gateways combine analog and digital ports in one device, useful for sites that still rely on a mix of desk phones, fax machines, and digital PBX lines.

    They offer flexibility in environments where not everything can be migrated to IP at once, acting as a bridge between old and new technology.

    Best for: Sites with a mix of analog and digital equipment that aren’t ready for full IP migration.

    High-Density Media Gateways

    High-density gateways handle hundreds or thousands of channels at once. These are typically used by service providers, carriers, or large enterprises with complex call centre operations.

    They’re also a good fit when connecting multiple sites or when scaling up voice traffic during business growth.

    Best for: carriers, service providers, and enterprises that need to support hundreds of voice channels at scale.

    What a VoIP Gateway Isn’t

    VoIP Gateway vs. SBC Device

    A VoIP gateway connects phone and PBX systems to the internet, but it doesn’t technically manage security, call policies, or SIP interoperability. That’s where SBCs or session border controllers come in.

    • VoIP gateways = physical devices that connect between old phone signals and VoIP
    • SBC devices = security and control points at the network edge, protecting against fraud, ensuring call quality, and SIP compatibility issues

    For enterprises moving fully into the cloud, SBCs are more essential than gateways. But during transitional phases, businesses often use both: a VoIP gateway to keep old hardware alive, and an SBC to safeguard SIP traffic and connect to providers.

    VoIP Gateway vs. ATA Device

    It’s easy to confuse VoIP gateways with ATA devices (Analog Telephone Adapters) since both connect old phones to VoIP. The difference is in scale. An ATA is a small adapter made for one or two analog devices, like a home phone or fax machine, while a VoIP gateway can connect dozens of phones or even entire PBX systems.

    • VoIP gateways  = larger devices built to connect multiple analog or digital phone lines (or even full PBX systems) to VoIP networks, making them suitable for business or call centre use
    • ATA devices = compact adapters designed to plug in a single analog phone or fax machine, offering a simple way for home users or very small offices to access VoIP

    This makes ATAs best for home users or very small offices, while gateways are designed for businesses, call centres, and enterprises that need more capacity and flexibility.

    Simply put: ATAs are for one or two devices, VoIP gateways are for entire systems.

    VoIP Gateway to Access Collaboration Tools

    Many businesses rely on top virtual team collaboration tools like Zoom, Microsoft Teams, or Slack. A VoIP gateway helps extend those platforms to include older phones and devices, so staff can work seamlessly across both traditional and cloud-based systems.

    For companies that aren’t ready for a full cloud migration, a gateway ensures compatibility while still enabling modern collaboration.

    For example, a call centre could keep using desk phones while connecting agents to Microsoft Teams meetings at the same time.

    Are VoIP Gateways Still Worth It in 2025?

    Yes – but mainly for businesses in transition.

    A gateway is often the right choice if you want to keep using your old phones while trying out the best VoIP for small business. They also help if your call centre management system still runs on digital lines.

    Over time, many organizations move toward cloud-hosted PBXs and rely on SBCs for security and control. But until then, VoIP gateways remain an important bridge between the past and the future of business communications.

  • Hosted PBX Pricing in 2025

    Hosted PBX Pricing in 2025

    Hosted PBX pricing is an important part of a business’ budget. Businesses today need phone systems that are reliable, flexible, and affordable. A hosted PBX is often the answer, but one question always comes first: how much does it cost?

    This is not an easy question. Providers use different pricing models. While some charge by user, others bill by channel. In addition, setup fees are common. Numbers may or may not be included. Many companies end up paying for features they don’t use, or missing features they actually need. For a business that relies on phones every day, this confusion makes budgeting hard and can even lead to wasted money.

    In this article, we’ll explain how hosted PBX pricing works in 2025. We’ll look at the average costs, the factors that drive the price, and the differences between traditional PBX systems and cloud-hosted options. By the end, you’ll know what range to expect and what to ask when comparing providers.

    Average Hosted PBX Pricing

    In general, hosted PBX pricing usually falls between $15 and $40 per user each month. This range comes from common industry models and published price lists in the market. For small teams, the lower end often applies. For larger businesses or advanced setups, costs move toward the higher end.

    For example, an entry-level package may include one user, one number, and basic call routing for about $15–$20 per month. A mid-range package at $25–$30 per month often adds voicemail-to-email, call forwarding, and mobile app support. Premium plans, around $35–$40 or more, usually include advanced features like call recording, analytics, IVR menus, and integrations with CRM or helpdesk tools.

    There are also setup costs to consider. Adding a new user can carry a one-time activation fee, usually $10–$50 depending on the provider. Some charge for number porting if you want to bring your old phone number into the new system. These small costs add up, especially for larger teams.

    So while the monthly subscription is the headline cost, setup fees and optional features are what often push the final price higher.

    What Drives Hosted PBX Pricing?

    The total cost of a hosted PBX depends on a mix of setup requirements and ongoing features.

    1. Setup and Basic Access

    Every hosted PBX needs a foundation. That usually means:

    • User licenses: Most providers charge per user or per seat.
    • Phone numbers (DIDs): A direct number for each user or department.
    • Channels or lines: The number of simultaneous calls your business can handle.

    for example, A call center may have 20 agents sharing one phone number. In this case, the number is cheap, but channels (the simultaneous call paths) drive the cost. In contrast, a sales team may each need their own direct line, making numbers the more important cost.

    2. Features and Add-Ons

    The second driver is functionality. Basic routing and voicemail are often included. But advanced features add cost:

    • Auto-attendant / IVR menus help callers reach the right person without a receptionist.
    • Call recording supports training and compliance but uses more storage.
    • Analytics and reporting give insight into call volumes, wait times, and agent performance.
    • Integrations with tools like Microsoft Teams, Salesforce, or Zendesk connect phones with your wider workflow.
    • Security and compliance features, such as end-to-end encryption or data residency in specific countries, are sometimes offered at higher tiers.

    Each extra feature increases the monthly subscription. For some businesses, these extras are essential. On the other hand, some will find the features nice-to-have but not worth the extra cost.

    Hosted PBX vs Traditional PBX

    In the past, businesses purchased traditional PBXs as large upfront investments. They also came in fixed sizes, so you often paid for unused capacity. Maintenance was on your shoulders, which meant ongoing costs for IT staff or external technicians.

    A hosted PBX removes the hardware burden. Costs are spread out in smaller monthly fees. Scaling is simple: add or remove users as you need them. The trade-off is that recurring fees can add up over time. But for most businesses, the flexibility outweighs the predictability of a one-time purchase.

    Top Hosted PBX Providers: At a Glance

    Plug-and-play models

    Plug-and-play hosted PBXs are subscriptions where you get user licenses, download the app and go live almost immediately. Unless you’re working with a third-party integrator, the provider you choose owns and runs everything. This includes SIP trunks, global routing, and compliance.

    These models are excellent for markets where they’re available, especially small to medium businesses. They’re super simple and require little technical expertise.

    However, the trade off is that you have limited flexibility. You often pay per-user bundles even if your business model needs something else (like shared lines or many extensions).

    Plug-and-play models listed here offer extensive features, including advanced call routing, SMS, and AI-enabled productivity tools. More features are included once you go higher up the price tiers.

    ProviderEntry CostPricing ModelsFeaturesTakeaway
    RingCentral$30• Charged per seat

    • Unlimited domestic calling in USA and Canada

    • Flat-rate international calling
    All-in-one business comms experience:

    • Great third-party integrations

    • Easy-to-use interface
    Top option for teamwork, video meetings, and user-friendly design
    8×8Pricing upon request• Pricing upon request

    • Metered outbound calling
    Rich features with wide global coverage:

    • Unlimited call queues

    • Options for unlimited calling areas

    • Great contact centre features
    Excellent for global calling needs
    Zoom Phone$10• 12-month upfront commitmentInnovative AI features including:
    • AI receptionist

    • Post-call and SMS thread summaries

    • Voicemail task extraction

    • Unified admin portal
    Great balance of video, collaboration tools, flexibility and cost

    Best for businesses that are already using Zoom

    Middleware PBX platforms

    A middleware hosted PBX pricing works differently. Instead of a complete platform, they offer a PBX engine that you (or your IT partner) deploy and connect to SIP trunks. You’ll get the PBX software and management tools. But it’s your choice of telecom carriers, SIP providers, and how you want to structure call routing.

    It’s robust, customizable and gives you flexibility on how you use your user/channel models (e.g. 20 agents on 1 number). Middleware PBXs are also easier to integrate with CRMs, call center tools or custom systems and can be cheaper with bulk discounts.

    However, this solution does require more IT/admin effort.

    ProviderEntry CostPricing ModelsFeaturesTakeaway
    Yeastar Cloud PBXPricing upon request

    Expected $20 per month. Discounts may apply.
    • No rates included (as per your SIP trunk or telecom provider)

    • Offers simultaneous call (SC) packages or per-extension models
    Highly-rated user experiences:

    • Wide API
    integration capability

    • Ease of installation and value for flexibility

    • Excellent support
    Flexible, highly scalable, and budget-friendly.

    Best for enterprise teams with complex or hybrid team arrangements
    3CXPricing upon request

    May very depending on your 3CX partner
    • No rates included (as per your SIP trunk provider or telecom)

    • Offers simultaneous call (SC) packages
    Strong features:

    • Unlimited-extensions free version available

    • Popular knowledge base and setup
    Good for tech-savvy, cost-sensitive businesses.

    *The researcher for this article noted significant user concerns for 3CX. Please review your vendors carefully.

    A Solution In Between: ULAP Voice

    ULAP Voice offers the flexibility you’d expect from a middleware PBX, without the hassle of managing separate telecom contracts.

    Like Yeastar, it allows businesses to scale channels and extensions in ways that match real-world usage, avoiding wasted costs. But unlike middleware-only options, ULAP provides end-to-end service, including SIP trunking, management, and global routing.

    ProviderEntry CostPricing ModelsFeaturesTakeaway
    ULAP Voice$4 per user license*

    *Prices may vary by partner or region
    Highly customizable:
    • Charged per user license
    • Separate SBCaaS charge per channel and per user

    *Global and toll-free numbers available, or bring your own
    Complete, simplified service and reliability:

    • Flexible user + channel models

    • End-to-end service

    • Single, simplified billing

    • Enterprise-grade reliability

    • Unified support

    • Wide call coverage
    Best of both worlds. Combines plug-and-play simplicity with middleware flexibility

    Suitable for small businesses or large enterprises looking for scale.

    Benefits at a glance:

    • USD4 monthly per user license
    • Flexible user and channel models
    • End-to-end service (PBX + SIP + numbers)
    • Global calling coverage in over 113 countries
    • Single, simplified billing
    • Enterprise-grade reliability
    • One provider, unified support

    For example, an ULAP Voice license is priced at USD4.00 per user*. SIP trunks with SBCaaS are billed separately at USD5.00 per user and USD12.60 per channel, for highly customizable routing. Global and toll-free numbers are available, or you can bring your own. *Prices may vary by region.

    As a result, businesses don’t need to negotiate multi-country contracts or manage local calling rates. Instead, they gain the simplicity of a plug-and-play service with the global reach and reliability of an enterprise carrier. For teams operating across borders, ULAP Voice combines flexibility, cost-efficiency, and worldwide scale in one service.

    Final Thoughts

    Hosted PBX pricing is not a single number. It’s a range shaped by how many users you have, what features you need, and how your provider structures their service. On average, expect to pay $15–$40 per user per month, plus setup costs for new numbers or users.

    When comparing providers, here are some questions to consider: Do we need direct numbers for everyone? Is call recording or analytics a need? How many simultaneous calls do we actually take? The answers to these questions will guide to the right package, and help avoid paying for things you don’t use.

    In our next article, we’ll compare the top hosted PBX providers of 2025 and explain how their pricing models stack up.

  • The Shift from PSTN to Cloud Voice

    The Shift from PSTN to Cloud Voice

    Across the world, the Public Switched Telephone Network (PSTN)—once the standard for business voice—is being phased out. Countries like Germany and the Netherlands have already completed their transitions, while others like the UK and Singapore are actively winding down copper-based systems in favor of modern, cloud-native voice infrastructure.

    For telecom providers, this presents an opportunity to build something better.

    From Legacy to Modern: The Current Landscape

    In the UK, the PSTN shutdown is scheduled for January 31, 20271. In Germany, over 95% of all new business phone system deployments in 2023 were SIP-based by default2. North America shows similar momentum, with 65% of organizations using SIP trunking and over 18 million active lines in use3. In India, enterprise SIP deployments grew 48% year-over-year, highlighting strong growth across the Asia-Pacific region.

    The global SIP trunking market—a core component of modern voice—is expected to grow from US$80.8 billion in 2025 to US$255.4 billion by 2034, with a CAGR of nearly 14% (Market Research Future). Another forecast places it at US$177.8 billion by 2032, up from US$54.2 billion in 20235.

    PSTN shutdowns affect more than voice. Systems like security lines, fire alarms, and payment terminals often rely on the same infrastructure, making modernization a broader operational concern. As copper networks age, maintaining service quality becomes more difficult. This moment provides an opportunity to implement infrastructure that is more resilient, flexible, and built for long-term demands.

    Why Cloud Voice Is the Next Logical Step

    Modernizing PSTN systems goes beyond maintaining connectivity; it creates the foundation for more adaptable and integrated voice services.

    PSTN relies on physical copper lines and centralized switches, designed for a time when communications were fixed-location and hardware-based.

    SIP (Session Initiation Protocol) enables software-based systems that run over the internet. This shift introduces key advantages for providers building toward more agile, future-ready voice systems.

    Key Advantages of SIP for Providers:

    • Scale without new infrastructure

    Traditional PSTN networks require physical expansion—new lines, switchboards, and site visits—to grow. With SIP, scaling is virtual. Providers can onboard new users, launch services in new regions, or add features without touching hardware. It also allows service providers to respond to customer needs faster, reducing lead times from weeks to hours and creating a more agile, responsive communications environment.

    • Smarter Service Delivery

    In addition, SIP-based systems come with modern capabilities that enhance the customer and operational experience. Features like intelligent call routing, call queuing, voicemail-to-email, auto-attendants, and call analytics are built in and centrally managed. Providers gain visibility into how services are being used and can make real-time adjustments—without needing manual intervention or hardware replacements. It transforms telephony from a static utility into a dynamic, data-informed service layer.

    • Lower operational cost

    Hosted PBX solutions shift voice services from capital expenditure to operating expense. There’s no need for on-site switching gear or dedicated telco rooms—maintenance, upgrades, and security patches happen in the cloud. This reduces IT overhead, eliminates the costs tied to equipment upkeep and replacement cycles, and cuts support hours spent managing legacy hardware. Providers also benefit from more predictable monthly costs and higher service availability.

    • Support for modern workstyles

    Increasingly, today’s teams work from anywhere—offices, homes, airports, or co-working spaces. SIP systems are designed for this flexibility. They support softphones, browser-based calling, mobile integrations, and device handoffs that keep communication seamless regardless of location. This not only improves productivity but ensures businesses remain reachable across channels. For providers, it’s an easy way to offer mobility as a core feature, not an afterthought.

    Why Are Some Providers Lagging?

    If the global direction is clear, why are some telecom providers slower to move? In many cases, it’s not due to resistance, but real structural constraints.

    • Legacy infrastructure is deeply embedded

    Many regional providers still rely on hardware-based switching and proprietary provisioning systems that weren’t designed to evolve quickly. Modernizing means more than a software upgrade, it’s a full architectural rethink.

    • Cloud-native expertise is still unevenly distributed

    While large telecoms may have internal DevOps or engineering teams focused on SIP and hosted services, many mid-sized or niche players don’t. Building cloud voice platforms from scratch is expensive, time-consuming, and outside their core strength.

    • White-labeled options haven’t always been accessible

    Until recently, many providers felt they had to choose between building their own stack or handing over control to third-party UCaaS platforms. Neither option felt aligned with their long-term strategy or customer relationships.

    • There’s caution around regulatory complexity

    Especially in markets where cross-border compliance, data sovereignty, or lawful interception are concerns, providers have been understandably hesitant to rush change without clarity or support.

    These are valid concerns—but they are increasingly addressable. With the right partners, providers can modernize on their terms, without sacrificing control or compliance.

    What We’re Building Toward

    In parallel to these shifts, we’ve been focused on what this transition means in practice for infrastructure providers and the partners they support. What we’ve seen is consistent: what used to be a forward-looking consideration is now a core part of how voice services are delivered. Telecoms, CX vendors, and business platforms are all under pressure to modernize voice, and to do it in ways that respect local regulations, budget constraints, and evolving customer expectations.

    Our own infrastructure efforts have focused on supporting that shift: building systems that reduce time-to-deploy, support flexible branding, and operate across multiple regulatory environments.

    ULAP Voice: Part of the Infrastructure Response

    As the industry continues its shift toward SIP and hosted voice systems, our infrastructure efforts have focused on building platforms that support this transition with clarity and efficiency.

    ULAP Voice is part of a broader hosted PBX infrastructure designed to align with existing telecom and service environments. It’s structured to reduce operational complexity while supporting flexibility in branding, configuration, and regional deployment.

    What we’ve prioritized:

    Rapid deploymentSystems that can be provisioned quickly to support evolving market needs.
    Brand-ready structureA framework that accommodates partner branding and integrates with broader service stacks.
    Regional resilienceArchitecture that supports operations across markets, while meeting local compliance requirements.
    Enterprise-grade capabilitiesAdvanced routing, call analytics, softphone readiness, and multi-location support are foundational—not add-ons.

    Rather than reinventing what already works, the goal has been to build adaptable infrastructure that aligns with how providers operate today—and where they want to go next.

    Looking Ahead

    The transition away from PSTN is more than a milestone in telecom history. It signals a broader shift toward communications infrastructure that is more distributed, intelligent, and responsive to real-world business demands.

    For providers planning their next move, the focus isn’t only on technology—it’s on finding an approach that balances scale, flexibility, and readiness for what’s next.

    Article references:

    1 BT Group: Your Guide to the PSTN Switch Off

    2 Market Growth Reports: SIP Trunking Services Market

    3 SNS Insider: SIP Trunking Services Market

    4 Market Research Future: SIP Trunking Service Market

    5 Globes Newswire: SIP Trunking Services Market

  • UCaaS vs CCaaS vs PBX: What’s the difference?

    UCaaS vs CCaaS vs PBX: What’s the difference?

    UCaaS vs CCaaS vs PBX: What’s the difference?

    If you run a business today, good communication tools are a must. But with so many options out there – UCaaS, CCaaS, and phone systems – it can get confusing fast.

    You might be wondering: Do I need all of them? What’s the difference? Can I just use one?

    Here’s the simple breakdown:

    • UCaaS helps your team talk and work together using voice calls, video meetings, and chat – all in one app.
    • CCaaS is for talking to your customers across different channels like phone, email, or live chat.
    • A phone system connects everything behind the scenes. It’s what actually makes the calls happen.

    In this article, we’ll explain the differences in UCaaS vs CCaaS vs PBX, and which one (or which combination of the three) might be best for your business.

    What is UCaaS? (Unified Communications as a Service)

    UCaaS is a communication tool that helps people in the company stay connected. It puts things like phone calls, video messaging, and file sharing into one easy-to-use platform.

    Instead of jumping between different apps or tools, your team can call, chat, and meet all in one place – whether they’re working in the office, at home, or on the go.

    Why use one platform for everything?

    When communication is scattered across different apps, things can fall through the cracks. People miss updates, switch tabs constantly, and waste time looking for files or trying to remember what was said, where.

    UCaaS solves that by putting all communication in one place:

    • No switching apps just to join a call or send a message
    • Everyone stays in the loop, reducing the chances of missed messages
    • Teams can see who’s available and respond faster
    • Conversations stay organized by project or team
    • IT manages one or at least fewer secure systems instead of many

    What can UCaaS do?

    • Voice calls (VoIP): Make and take business calls using the internet
    • Video meetings: Meet face-to-face online with teammates or clients
    • Team chat: Send quick messages or share updates in real-time
    • File sharing: Share documents or files during a call or in chat
    • Mobile and desktop access: Use it from your phone or computer
    • Teams that work in different locations
    • Small businesses that want a simple way to stay organized
    • Companies looking to save money on old phone systems

    Example

    Imagine you run a small agency with five team members in different cities. Instead of emailing files back and forth and texting on WhatsApp, everyone uses one app to hop on video calls, chata in real time, and share project updates instantly. If a client calls your business number, it rings on you rapp whether you’re at your desk or on your phone.

    Popular UCaaS Platforms:

    What is CCaaS? (Contact Center as a Service)

    CCaaS is a tool made for talking to customers. It brings together all the ways people contact your business, like phone, live chat, email, social media, and event text into one system.

    Instead of juggling different inboxes, phone lines, and chat windows, your support or sales team can handle everything from one dashboard.

    Why does this matter?

    When customers reach out, they expect quick, helpful answers no matter the channel. If your team has to jump between tools to find the right info or switch tabs constantly, it leads to delays, mistakes, and frustration for everyone.

    CCaaS solves that by:

    • Keeping all conversations in one place
    • Showing customer history, so agents don’t start from scratch
    • Letting agents switch channels mid-conversation if needed
    • Using AI to save time and help agents work smarter

    Whether it’s a phone call, a Facebook message, or a live chat from your website, CCaaS keeps it all connected.

    What can CCaaS do?

    • Omnichannel Support: Answer customers on voice, chat, SMS, email, and social media
    • Smart call routing: Automatically send calls to the right person
    • IVR and chatbots: Let customers help themselves or get answers faster
    • Real-time dashboards: See agent performance and customer wait times
    • AI-powered tools: Suggest replies, transcribe calls, and flag urgent issues

    Real-life example

    Let’s say you run an online store. Customers message you on instagram, call with questions about orders, and email when there’s a problem.

    Without CCaaS, your team is bouncing between five apps. With CCaaS, everything comes into one dashboard. An agent sees that the customer who just called also chatted earlier and can pick up the conversation without making them repeat themselves. A chatbot ansewrs common questions automatically, and your team gets insights on where customers are getting stuck.

    Popular CCaaS platforms

    • NICE CXone: Advanced AI tools with strong multichannel and self-service features
    • 8×8 Contact Center: Known for great customer journey tracking
    • Zoom Contact Center: Video-first platform made for Zoom users expanding into CX
    • Simplify360: Omnichannel platform, strong in social media and messaging support
    • Genesys Cloud: Great for customer journey tracking and real-time analytics

    What is a Phone System (PBX)?

    A PBX, or Private Branch Exchange, is a system that connects phone calls inside a business and routes calls in and out. It’s what gives employees their own extensions, voicemail, and the ability to transfer calls without using separate phone lines for everyone.

    What can a phone system do?

    • Call routing: send calls to the right person or department
    • Extensions: Give each team member their own number
    • Voicemail: Let customers leave messages when no one’s available
    • Auto-attendant: Greet callers and offer menu options like “Press 1 for sales”
    • Call transfer and hold: Move calls between people smoothly

    Why does it matter?

    A phone system is the foundation of any business communication setup. Whether you’re using UCaaS or CCaaS, both still rely on some kind of phone system underneath to manage calls.

    When it comes to UCaaS vs CCaaS vs PBX, you might not need a full call center or collaboration suite. But you still need a reliable way for people to call your business and reach the right person.

    Real-life example

    Say you run a plumbing company. You don’t need video meetings or live chat, but you do need a system that lets customers call one number and get sent to the right technician or leave a voicemail after hours. That’s your phone system at work, even if it’s just a simple cloud-based PBX app.

    Common phone system providers

    • ULAP Voice: Affordable, cloud-based phone system with global coverage
    • Zoom Phone: Easy to add onto Zoom’s existing platform
    • 8×8 CPaaS: Combines business phone, chat, and video in one solution
    • Vonage Business: A flexible phone system with integration options for growth
    • Ooma Office: VoIP system with traditional phone feel
    • Grasshopper: Basic virtual phone system for solo entrepreneurs or small teams

    UCaaS vs CCaaS vs PBX: What’s the difference?

    Now that we’ve gone through what each system does, here’s a simple side-by-side comparison to show how UCaaS, CCaaS, and phone systems stack up.

    FeatureUCaaSCCaaSPhone System (PBX)
    Main purposeInternal team communication & collaborationCustomer support and engagementBasic call routing & phone line management
    Used byEmployees, remote teamsSupport agents, sales repsAny team needing a business phone number
    ChannelsVoice, video, messaging, file sharingVoice, chat, email, SMS, social mediaVoice only (some may support voicemail or fax)
    AccessDesktop + mobileMostly desktop (some offer mobile apps)Desk phones or VoIP apps
    Advanced featuresPresence, screen sharing, call transferAI bots, sentiment tracking, smart routingVoicemail, extensions, call transfer
    AI & AutomationLimitedHigh; agent assist, chatbots, call transcriptionRare or manual setups
    Cost (average per user)$20–$40/month$75–$200/monthVaries ($10–$30 for basic VoIP lines)
    Best forRemote collaboration, internal opsHigh-volume customer contact, omnichannel serviceSmall businesses with simple calling needs

    Do you need UCaaS, CCaaS, or both?

    Choosing the right system depends on who you’re trying to connect with: your team, your customers or both? Here’s a simple way to figure it out:

    You probably need UCaaS if …

    • Your team works from different locations and needs to stay in sync
    • You want video calls, chats, file sharing, and voice in one app
    • You’re replacing an old phone system and want something more flexible
    • You’re a growing company that values fast internal communication

    Example: A marketing team that meets online, shares files daily, and chats all day would benefit from UCaaS solution like Zoom or 8×8.

    You probably need CCaaS if …

    • You have support or sales teams talking lots of customers every day
    • You want to offer customer service on phone, email, chat, and social media
    • You need call routing, chatbots, or detailed performance tracking
    • You’re looking to reduce wait times and improve customer experience

    Example: An eCommerce brand that handles returns, order updates, and customer questions on Instagram, chat, and phone would benefit from a CCaaS platform like NICE or Simplify360.

    Pro-tip: Some providers, like 8×8 and Zoom, offer both UCaaS and CCaaS solutions. That makes it easier to grow into one system without juggling too many tools.

    Where does PBX fit in?

    In the past, the PBX was a standalone system; it was a physical box in your office that handled all your business calls. Today, it still does the same thing: routing calls, managing extensions, voicemail, and so on. But now, PBX is mostly delivered virtually through the cloud.

    Modern PBX is often part of UCaaS or CCaaS

    Most UCaaS and CCaaS platforms now include virtual PBX features or let you plug in your own. So instead of managing a separate PBX system, businesses get call routing and phone management as part of a larger communication solution.

    • In UCaaS, PBX handles voice calls, extensions, voicemails, and routing inside the team communication platform.
    • In CCaaS, PBX works alongside advanced tools like IVR, call queues, and smart routing for customer interactions.

    Some platforms (like 8×8, Zoom, or ULAP Voice) offer native PBX capabilities as part of the package. Others let you bring your own PBX or SIP trunking provider if you prefer.

    Can you still just use PBX alone?

    Yes, if all you need is a simple phone system for inbound and outbound calls, a standalone virtual PBX can work great. But if you plan to grow, collaborate remotely, or support customers on multiple channels, UCaaS or CCaaS with built-in PBX gives you much more flexibility.

    What works best for your industry?

    Not every business has the same communication needs. Compare the common needs and features that are generally addressed in UCaaS vs CCaaS vs PBX for a range of industries.

    IndustryCommon NeedsUseful FeaturesBest Fit
    Retail & eCommerce– Customer support
    – Order updates
    – Returns
    – Multichannel access
    – Chat
    – Email
    – SMS
    – Social media
    – IVR
    – Call queues
    – CCaaS + PBX,
    – UCaaS for internal coordination
    Healthcare– Appointment scheduling
    – Privacy compliance
    -Staff coordination
    – VoIP
    – Secure video calls
    – HIPAA-compliant
    – Call recording
    – UCaaS with built-in PBX
    – CCaaS for patient support
    Financial Services– Secure client communication
    – Compliance
    – Performance tracking
    – Call recording
    – AI insights
    – CRM integration
    – Voice analytics
    – CCaaS with UCaaS integration for advisory teams
    Technology & Startups– Flexible team communication
    – Fast internal decision-making
    – Tech support
    – Video meetings
    – Team chat
    – Help desk tools
    – Smart routing
    – UCaaS for internal collaboration
    – CCaaS for client support
    Education & Training– Remote teaching
    – School admin support – Parent/student queries
    – Video conferencing
    – Messaging
    – Chatbot for student FAQs
    – UCaaS for classes
    – CCaaS for digital student services

    Cost and ROI Breakdown:

    It’s tempting to compare UCaaS vs CCaaS vs PBX based on the monthly cost per user, but that’s just the surface. Smart business leaders know that the real value comes from how these systems affect productivity, customer loyalty, and long-term scalability.

    What you’re really investing in is a smoother way to work and serve, and that value often outweighs the sticker price.

    Total Cost of Ownership (TCO)

    Most pricing pages list the monthly rate, but the full cost of ownership is more than just the license. It includes setup, training, support, and critically, the hidden cost of overlapping tools or broken workflows.

    For example, if your company currently uses separate apps for video calls, messaging, phone, and file sharing, you’re likely paying more than you think in money and also lost time. Employees spend time switching tools, fixing communications, or digging for files. That inefficiency doesn’t show up on a bill, but it drags down performance.

    The right platform or workflow system can reduce tool sprawl and cut total costs significantly. Even if the per-user price is higher, the overall TCO may be lower when you consolidate systems and simplify administration.

    How UCaaS delivers ROI

    UCaaS platforms create value by streamlining communication across voice, video, and messaging. Instead, employees bouncing between emails, communication threads, phone apps, and video meeting links, everything lives in one system.That reduction in fragmentation means fewer dropped tasks, faster decisions, and more focus.

    Teams work faster and feel more connected, especially in remote or hybrid environments. Leaders can see presence, start conversations quickly, and avoid misaligned projects.

    If you’re trying to reduce internal delays, onboard remote teams smoothly, or create a more agile workforce, UCaaS provides high ROI without the need for a full-scale overhaul.

    ROI signs to track:

    • Shorter project turnaround times
    • Fewer missed messages
    • Increased meetings efficiency
    • Reduced IT support tickets for communication tools

    How CCaaS delivers ROI

    CCaaS is a bigger investment, but also a bigger lever. Modern contact center platforms don’t just route calls, they transform how you engage with customers. By combining voice, chat, social, and email into one agent workspace, CCaaS platforms remove the chaos of disconnected systems.

    With the evolving integration of artificial intelligence, CCaaS platforms also offer features that suggest responses, flag important conversations, and help agents work faster without sacrificing quality. Call transcription, customer history, and workflow automation all add up to better outcomes for both customers and teams.

    When every second counts, a well-built CCaaS setup means faster service, fewer escalations, and agents who feel confident and supported. These translate into lower churn, higher lifetime value, and stronger brand loyalty.

    ROI signs to track:

    • Improved CSAT and NPS scores
    • Reduced average handle time
    • Increased agent capacity without headcount growth
    • Reduced customer complaints

    When PBX is enough, and when it isn’t

    A basic cloud PBX is often the starting point for small businesses or those with minimal communication needs. It gives you essentials: a business number, call routing, voicemail, maybe an auto-attendant. For some, that’s all they need, especially if customer engagement is low-volume or handled manually.

    But as your business grows, so does complexity. You may start needing call queues, shared lines, chat support, or internal video meetings. That’s where PBX starts to show its limits as it doesn’t inherently include collaboration or multichannel tools and service. It’s primary role is to route and configure calls.

    Many modern UCaaS and CCaaS platforms now include a virtual PBX as part of the system. That means you don’t have to choose between “just a phone system” and a full suite. You can grow into more functionality over time without switching platforms.

    ROI signs to track:

    • Stability and uptime for basic calls
    • Ease of use for non-technical teams
    • Flexibility to layer on new tools when ready

    Conclusion

    What’s the answer to UCaaS vs CCaaS vs PBX?

    Choosing between UCaaS, CCaaS, or a virtual PBX system isn’t about picking the ‘best’ tool in general. It’s about finding the right fit for where your business is now, and where you plan to grow.

    If you’re trying to get your team more connected, simplify communication, and reduce tool overload, UCaaS offers a flexible path to productivity. If your main challenge is delivering fast, reliable, customer support across channels, CCaaS gives you the edge. And if all you need is a phone line with voicemail and call transfer, a virtual PBX might suit your needs now with room to upgrade later.

    Some businesses need just one of these tools. Many need two. And a growing number are moving toward platforms that comebine all three, like 8×8 and Zoom or integrated solutions from Zoom, Microsoft, NICE or voice offerings like ULAP Voice.

    No matter what you choose, the key is created a system that heals fragmentation and silos.

    Frequently Asked Questions

    UCaaS is for internal team communication (calls, chats, video meetings, and collaboration).

    CCaaS is for customer-facing teams (support, sales, or service across phone, chat, email, and social media).

    Yes. In fact, many businesses do. Some platforms offer both in one suite (like 8×8 or Zoom), or you can integrate two systems. The key is making sure they work well together for your workflow.

    Not separately. Most modern UCaaS and CCaaS platforms include virtual PBX functions built-in, like call routing, extensions, and voicemail. But if you need calling or more control, a standalone PBX is a solid entry point.

    UCaaS is usually the most affordable and flexible option for small businesses that need more than just a phone line. It’s easy to scale and helps remote or hybrid teams stay connected.

    Look for providers that offer both UCaaS and CCaaS, or that integrate well with other tools. Partners like 8×8, Zoom, NICE, and Simplify360 are strong choices depending on your needs.

  • 5 Essential Aspects of Call Centre Phone System Features

    5 Essential Aspects of Call Centre Phone System Features

    Why are call centre phone system features important for your business?

    A call centre phone system is a phone setup made for handling a larger number of customer calls, both incoming and outgoing. It’s what businesses use when they have a team of people answering, helping customers, or making sales calls.

    This kind of phone system is more advanced than a regular office phone. It helps direct calls to the right person, keeps track of wait times, recording calls for training, and even connects to customer information systems so agents know who they’re talking to.

    It’s more than just a phone line.

    Even in a world full of apps, emails, and chatbots, customers still turn to phone calls when they need help fast (especially when they’re feeling urgent). Voice support remains one of the most personal and trusted ways to connect with a company as customers expect real empathy, fast answers, and real solutions.

    That’s why your call centre is often the face of your company.

    A bad call experience with long waits, same repetitive stories, or the feeling of being rushed can damage trust and push customers away for good. On the other hand, a helpful, friendly call builds loyalty, spreads positive word of mouth, and drives growth.

    Modern call centers go beyond handling calls.

    Today’s call centres improve call experience with tools like CRM, chats, feedback tools and AI. This helps your team work faster and service customers better.

    There are many types of call centre software, with different unique features and strengths. Some are built for outbound sales calls, other for handling inbound support. Some focus on voice, while others bring in messaging, email, or even social media.

    Let’s take a look at the 5 essential features that make a call center system truly effective for your team and for your customers.

    1. Advanced Call Features

    No matter the size of your team, there are some call centre phone system features that are indispensable. These are the tools that make sure your calls go to the right place, your agents aren’t overwhelmed, and your customers get the help efficiently.

    Call Routing

    Call routing is the configuration that decides where each call goes. Instead of every call going to the same line or agent, the system uses set rules to send the call to the most appropriate person or team. For example, routing can be based on:

    • Time of day (e.g. different agents for day and night shifts)
    • Customer’s location
    • Customer’s preferred language
    • Call agent expertise

    Important to know: If no one is available when a call is routed, that’s where call queueing comes in: the system holds the call in line until someone can answer.

    • IVR (Interactive Voice Response)

    IVR is the automated menu that customers hear when they call. It gives them options, like “Press 1 for billing, 2 for technical support,” and can sometimes understand spoken responses too.

    It’s helpful because it can:

    • Filters calls before they get to an agent
    • Collect basic info like account numbers or reasons for calling
    • Offer self-service for simple tasks (e.g. checking a balance or tracking a shipment).

    • Call Queueing

    When all agents are busy, the system doesn’t just drop new calls, it can place them in a call queue. Call queueing manages this line and can do things like:

    • Tell callers how many people are ahed of them
    • Give an estimated wait time
    • Play music or messages while they wait
    • Offer the option for a callback instead of staying on hold

    This is especially important during peak hours. A clear, polite queueing system helps reduce frustration and keeps customers from hanging up.

    Call Recording

    Call recordings play a key role in managing customer information and improving service quality. They play a role in:

    • Training: New agents can learn by listening to real examples of good service
    • Quality control: Managers can review calls to make sure company standards are being met
    • Dispute resolution: If there’s a disagreement about what was said, a recording can clear things up.

    Most systems let you securely store recordings, in accordance to region and industry-specific regulation such as GDPR and HIPAA, and allow you to search by date, agent, or caller.

    • Voicemail and Missed Call Handling

    Not every call gets answered right away, especially for call centres that don’t run 24-hours. That’s where voicemail and missed call handling come in.

    A good system may:

    • Let customers leave a message when no one is available
    • Capture missed call information, like phone numbers and time of call
    • Allow agents to follow up quickly or schedule a callback.

    This helps ensure no customer is forgotten and that every call gets a response, even if it’s not right away.

    2. Agent Tools for Productivity and Performance

    Great customer experience doesn’t just depend on how fast someone picks up the phone, it’s also about how well the agent is supported behind the scenes. When agents have the right tools, they can focus on solving problems instead of dealing with slow systems, repeating the same steps, or switching between too many apps.

    These features help reduce friction in daily tasks, allowing teams to work faster and more confidently, whether they’re in the office or remote, without interrupting the flow of work.

    • Softphones and Mobile Apps

    Softphones are apps that let agents make and receive calls using devices like computers or mobile phones, without a desk phone required. This is especially useful for remote teams or agents who move between locations, but also opens up the opportunity to connect with CRM tools, track calls automatically, and sync across platforms.

    • Call Monitoring, Whispering, and Barging

    These tools give supervisors the ability to support agents during live calls. Monitoring lets them listen in without being heard, whispering allows private coaching during a call, and barging lets them jump into a conversation if needed. This is helpful for real-time training, managing sensitive situations, or stepping in when a situation escalates.

    • Predictive Dialer

    A predictive dialer automatically calls numbers from a list and connects agents only when someone picks up. This eliminates downtime spent listening to busy tones or unanswered calls. It’s especially efficient for outbound campaigns, sales, or feedback collection where speed and reach are priorities.

    Skills-based Routing

    As we had earlier touched on in call routing, skills-based routing ensures that calls are sent to agents who have the right knowledge or training for the issue. This helps avoid unnecessary transfers and gives customers faster, more accurate answers. For agents, it means handling calls they’re prepared for, which improves both confidence and productivity.

    Call Notes and Disposition Codes

    After each ca,, agents can enter notes or assign a code that sums up the outcome like “resolved,” “escalated,” or “follow-up needed.” This makes it easier to track customer interactions, keep records consistent, and support better follow-up across teams.

    3. Customer Experience Features

    From the moment someone dials in to the moment they hang up (or get a follow-up), small details in their experience shape how they feel about your brand. These call centre phone system features are designed to reduce friction, offer more control to the customer, and help your team respond quickly and clearly.

    • Self-Service Portals

    For common questions, customers may be provided with the right answer more efficiently. A self-service portal allows them to check their order status, find billing info, or troubleshoot simple issues without needing to call.

    While this feature is more common in digitally integrated call centre software, this feature reduces the number of basic calls coming through and frees up agents for more complex tasks.

    • Auto Attendants

    An auto attendant is like a digital receptionist. It greets callers and directs them to the right department or extension using a simple menu. This is similar to an IVR, but may be operated by a human operator, to keep calls flowing efficiently. It is especially useful for companies with multiple teams or locations.

    AI auto attendants are becoming increasingly popular, not just for voice calls but also as a potential first point-of-contact in a self-service portal.

    • Escalation Management

    When a problem can’t be solved on the first try, the system should make it easy to escalate the issue to someone with more authority or expertise.

    As with features such as call monitoring, whispering and barging, escalation management refers to the system’s wider capability to transfer customer information smoothly with the right context from previous conversations. A clear escalation path avoids repeat explanations and helps rebuild trust in tricky situations.

    • Post-call Surveys

    After a call ends, the system prompts customers to answer a quick survey by phone, email, or SMS. These surveys help businesses gather real feedback on agent performance, wait times, and customer satisfaction.

    Managers use the results to spot patterns, reward strong performers, and identify areas that need attention.

    4. Analytics, Reporting, and Quality Monitoring

    Behind every good call center is a clear understanding of what’s working, and what isn’t. Analytics and reporting tools give managers visibility into how the team is performing and how customers are interacting with the system.

    Quality monitoring features help keep service levels consistent and ensure that agents are meeting expectations. Together, these tools support continuous improvement, better decision-making, and more efficient operations.

    • Real-time Dashboards

    Real-time dashboards show live data as calls are happening. Managers can see things like call volume, wait times, agent availability, and how many people are in the queue. This allows supervisors to make quick adjustments, for example, by reassigning agents or stepping in during busy periods before problems build up.

    • Performance Reports

    In addition to live dashboards, most systems include reports that show trends over time. These might include average handle time, number of calls per agent, first-call resolution rates, or customer satisfaction scores.

    These reports help teams measure progress, plan staffing needs, and identify areas that need improvement.

    • Call Recording and Evaluation

    Recording calls is an essential documentation tool that requires careful and compliant management. It’s also a tool for training and coaching, so managers can review calls and score them based on criteria that are critical to the company’s reputation and customer experience management.

    This can include tone, problem-solving, script use, or customer satisfaction. It supports ongoing feedback and helps agents improve with real examples.

    • Speech Analytics and Sentiment Detection

    Sophisticated systems include AI features that scan call recordings (or live calls) to identify keywords, emotional tone, or signs of customer frustration. This helps flag potential issues before they become bigger problems, and it can also uncover patterns, like common complaints or phrases that lead to successful resolutions.

    5. Advanced and Integrated Capabilities

    As call centres evolve, so do the tools that support them. Many modern systems now include advanced features that connect with other business platforms or use automation and AI to boost performance. These tools help reduce repetitive work, improve consistency across channels, and make the overall experience smoother for both agents and customers.

    AI Assistants and Virtual Agents

    AI-powered tools can handle simple customer questions automatically, like store hours, order updates, or resetting a password. These virtual agents use natural language processing to understand requests and respond clearly, without needing a human on the line. When the issue is too complex, the AI can hand things off to a live agent, often with context already attached.

    Text-to-Speech and Voice Recognition

    Text-to-speech allows systems to read out responses to customers using natural-sounding voices, while voice recognition helps the system understand what callers are saying. These features make self-service tools more flexible, more accessible, and easier to use, especially for customers who may not want to navigate with buttons.

    • CRM and Business Tool Integration

    Call centre system features can allow for integration with customer relationship management (CRM) tools, email platforms, ticketing systems, and more.

    This means agents don’t need to switch between apps. They can see customer history, open cases, and account details all in one place. This saves time and helps agents give more personalised service.

    • Open APIs and Workflow Automation

    For companies with specific needs, open APIs make it possible to connect the phone system with other internal tools or workflows. This enables custom automation, like sending follow-up emails or logging notes directly into a database. It’s especially helpful for larger teams or businesses with unique internal processes.

    UCaaS and Omnichannel Integration

    Many providers now offer combined platforms that handle voice, video, messaging, and more under one system known as UCaaS (Unified Communications as a Service).

    When this is combined with call ecentre phone system features, businesses can manage all conversations from phone calls to web chats in one place. This helps teams stay organised and offer a consistent customer experience across every channel.

    How to Choose the Right Features for Your Business

    Not every call centre needs every feature, although the list we have provided here represent the most popular features for modern enterprises. The best setup depends on your size, goals, and how your team works.

    A small business running a support line will need something very different from a global company handling potentially thousands of calls a day.

    Before choosing a system or upgrading what you have, it helps to ask a few practical questions.

    What kind of calls do you handle?

    Start with the basics. Are you receiving calls (inbound), making them (outbound), or both?

    • Inbound-heavy teams may need features like IVR, call queueing, and skills-based routing to keep things efficient.
    • Outbound teams may benefit more from predictive dialers, CRM integrations, and call tracking.

    Do your agents work in one place, or from anywhere?

    If you have a remote or hybrid team, look for features like soft phones, mobile apps, and cloud-based dashboards. These keep agents connected without needing physical desk phones or complex hardware setups.

    What matters more to your business: speed, quality, or personalization?

    If speed is a priority, focus on routing tools, callback options, and automations.

    If call quality matters most, invest in call recording, monitoring, and evaluation tools.

    If personalised service is key, make sure your system integrates smoothly with your CRM and support software.

    How do your customers like to get help?

    Some customers want to call. Others prefer chat, email, or even social media. If you’re supporting multiple channels, look for systems that offer omnichannel or UCaaS + CCaaS integration so everything can be managed in one place.

    What’s your budget, and how fast are you planning to grow?

    You don’t have to buy every feature at once. Many systems let you start small and add more later. Look for options that are scalable, meaning they can grow with your team, rather than looking you into something that doesn’t adapt.

    Next Steps: Building the Right Call Center Setup

    Choosing the right call centre phone system features is important, especially when you understand how your team works, how your customers want to connect, and how you plan to grow.

    Start with what matters most to your business right now. Build a system that supports your agents, gives your customers a smooth experience, and gives you the flexibility to adapt as things change.

    Need help figuring out what setup is right for you?

    We support voice as a part of a full-stack communication approach, from advanced call routing to telephony integration with your preferred call centre platforms.

    If you’re looking for a solution that’s simple to set up, scalable, and built for real-time performance across global teams, contact us. We support platforms space including Zoom Contact Center, Microsoft Teams, NICE CXone, and others.

    For more centralised control over your global telephony, native solution ULAP Voice, with full integration capabilities between your regional telephony and any platform of your choice.

    We’re happy to walk you through your best recommendation and support your next phase of growth.

  • How does VoIP pricing work?

    How does VoIP pricing work?

    How does VoIP pricing work? What does a VoIP system cost?

    Business phone systems used to be straightforward. Companies would buy their equipment, pay for each phone line, and watch costs increase as they grew. But things have changed. Now with teams working remotely, customers around the world, and businesses needing to scale quickly, those old systems can’t keep up.

    This is why VoIP matters today. It’s more than just a way to make calls for less money. It’s about having a phone system that grows when your business grows, keeps everyone connected no matter where they work, and adapts to what your company needs instead of forcing you to adapt to it.

    Getting the most from VoIP requires understanding a few important things. In this guide, we’ll walk through VoIP pricing in clear terms anyone can understand. We’ll cover all the cost factors you should know about and share practical advice to help you choose a system that fits your budget while supporting your business as it grows and changes.

     

    How VoIP Pricing Actually Works

    Pricing a VoIP system isn’t like buying office chairs or laptops. With traditional purchases, you pay once and you’re done. But VoIP costs shift and scale based on how your business operates day-to-day.

    The final number on your bill comes down to four real-world factors:

    • Who’s using the system? A 10-person startup needs something completely different than a 200-employee call center. Remote teams, frontline staff, managers, and executives all have different needs that affect cost.
    • Where do your calls go? Local calls, international numbers, toll-free lines have different pricing. Some providers bundle them, while others charge per minute or per line.
    • What does your system handle? Basic calling, video meetings or advanced call routing? The more your phone system does, the more pricing models come into play.
    • How do you plan to manage it? Do you need 24/7 support, mobile apps or integrations with tools like Salesforce? These “extras” are important parts of your business communication systems that affect the cost difference between plans.

    The key is understanding that VoIP isn’t one-size-fits-all. A great system mirrors how your company works, not the other way around. In the next sections, we’ll break down exactly what goes into these costs so you can find the perfect fit.

     

    Essential VoIP Setup Costs

    Transitioning to VoIP requires some upfront hardware and configuration decisions, but it’s not as daunting as it sounds, especially when working with cloud-based providers. At its simplest, all you need is a stable internet connection, compatible devices (like IP phones or softphones), and a VoIP service plan. That said, the setup process can include a few more moving parts that impact your initial investment.

    VoIP Phones

    You can use IP desk phones, softphones (apps you install on a computer or mobile phone), and headsets. Some businesses may need extra equipment like routers or firewalls that are built to handle voice traffic.

    Installation & setup fees

    Getting started might include things like adding users to the system, setting up call flows, applying call rules, or linking VoIP with tools you already use. Some providers offer help with this for free, while others charge depending on how complicated your setup is.

    Number porting

    If you want to keep your current phone numbers, you’ll likely pay a one-time fee. It can take a few days or even weeks, depending on where you are and which provider you’re using.

    User training

    Even the simplest systems require some onboarding. Whether it’s self-guided tutorials or hands-on training sessions, this can be a cost in both time and productivity. Whether you are using a bespoke solution or a highly popular platform, it’s good to have access to dedicated support or resources to make full use of your system.

     

    Tip: Not every VoIP setup looks the same. It can depend on how much of your old phone system you’re keeping (if any). You’ll also need to think about security, and local regulations around compliance. In some areas, VoIP services or number porting aren’t fully supported, which can be a problem for companies with remote teams. If that’s the case, it’s important to work with a provider who can help you find a safe and legal way to make it work.

    All of these are part of your setup, not necessarily your ongoing costs, but they’ll affect how smooth your transition is and whether you’re maximizing your investment from day one.

     

    Variable costs in VoIP

    Once your foundation is ready, your ongoing costs will depend on how your VoIP service is structured. These costs can change based on how many users you have, how your calls are routed, and which tools or features your business relies on.

     

    Subscription fees

    With most, simple hosted PBX services, the subscription fee gives you access to the system that runs your core VoIP functions. This includes call handling, voicemail, admin controls, and basic support. These fees may be billed monthly or annually and providers may offer pricing flexibility for longer-term commitments.

    Many platforms offer access to their platforms in tiers, ranging from basic calling go more advanced packages that include call queues, analytics, or integrations.

     

    Per-User or Per-Line Charges

    A separate component of VoIP pricing is your per-user or per-line charges.

    • Per-user charges apply to each person who needs their own login, extension, voicemail, or app access
    • Per-line charges apply to the number of simultaneous calls or active channels your system can handle, regardless of how many users are assigned.

    For some companies, this cost is separate from the subscription fee described earlier. Other providers may bundle platform access into the charge per user, especially if they offer an all-in-one solution.

    It’s important to note that not every user needs their own dedicated line, and the number of lines you purchase doesn’t always match the number of user licenses. Your setup depends on a few key factors, like how many concurrent calls your team expects, whether multiple users will share a DID (Direct Inward Dialing Number), or conversely, if a specific user (like a CEO) needs multiple DIDs for a different purpose.

    In larger organizations, all these factors — users, lines, call volume, and call handling preferences — are considered together to build a more optimized and cost-efficient system.

     

    Metered calling-rates

    Most VoIP plans include unlimited local or in-country calls, which covers the majority of day-to-day use for many teams. For businesses that place international calls, use toll-free numbers, or have higher outbound traffic, additional charges may apply. These are known as metered rates and are billed by the minute based on destination and call type.

    Some providers offer bundles or reduced international rates to help manage these costs. Reviewing your typical call activity makes it easier to choose the plan or calling package that fits your communication needs.

     

    Feature Add-Ons & Integrations

    VoIP services often come with core features like voicemail, caller ID, and call forwarding. Beyond that, many platforms offer extra tools to support more advanced workflows. These can include:

    • Call recording and cloud storage
    • Voicemail-to-text transcription
    • CRM or helpdesk integrations
    • Analytics dashboards
    • SMS and fax capabilities

    These extras may be included in higher-tier plans or offered as optional add-ons. If your business relies on specific tools or integrations, it helps to know what’s built into your plan and what can be added to tailor the system to your needs.

    Wrapping Up: What Smart VoIP Planning Looks Like

    VoIP is a cheaper phone system. It’s also a smarter one.

    The value of upgrading to VoIP comes when your setup matches how your business actually works, not just how many people you have on the team.

    Understanding how VoIP pricing works helps you avoid unexpected costs and build a system that grows with you. Whether you’re just starting out, expanding across regions, or replacing an outdated setup, knowing what goes into the price—subscription, users, lines, features—makes all the difference.

    VoIP gives you the tools to scale and connect. As you compare providers or plan your setup, careful consideration and planning will give you flexibility, transparency, and the ability to adapt matter just as much as price.

  • How to Get a Business Number on Your Personal Phone

    How to Get a Business Number on Your Personal Phone

    You’ve got a growing business, a side hustle, or a job that keeps you on the move. Maybe you’re a salesperson who takes late calls, a freelancer juggling multiple clients, or someone managing a crew from different locations.

    You want to stay available, but not at the expense of your personal space. And you believe there must be a cleaner way to manage two lines on one device. You’re right. It exists. And it’s seamless.

     

    Do I need a business phone number?

    Yes—if you’re doing any kind of professional work, having a separate number for your business is a smart move.

    It’s not just about looking more professional, it’s about creating boundaries. A business number keeps your work identity separate from your personal one. You’ll thank yourself when it’s time to track customer questions, revisit conversations, or just disconnect after hours.

     

    Maintain good housekeeping.

    It also protects your privacy and your customers’. Clean record-keeping and separate channels make your business look more credible and trustworthy. You’re not just someone texting from a personal number anymore—this is part of your system now.

    Even if you’re solo, treating your communications like a business makes a big difference in how you’re perceived and how you operate.

     

    Should I get a business phone?

    It depends—but probably not.

    Before buying a second phone, first identify what you’re really trying to solve. Do you need a second physical device or just a second identity for your calls and texts?

    If your goal is to separate personal and work calls, track conversations more easily, or set up a professional voicemail, all of that can be done with a virtual phone number or app. You don’t need extra hardware, you need smarter infrastructure.

    Unless your business absolutely requires a separate physical phone (think logistics teams, call centers, or on-site crews), most people just need a second number—not a second device.

    So what’s the better option? Let’s get into it.

     

    3 Ways to Get a Business Phone Number on Your Personal Cell

    When choosing how to add a business phone number to your personal phone, think of it as a sliding scale. At one end, you have straightforward, affordable solutions perfect for freelancers or side hustlers. At the other, you have powerful, feature-rich systems that larger businesses or growing teams need.

     

    Option 1: Use a Forwarding Number

    This is the most basic setup. If you’re just starting or keeping things small, a simple forwarding number might be all you need. Calls to your business number are simply forwarded to your personal phone—no extra apps, no complexity.

    You get a separate phone number (usually from a service provider or app), and any calls to that number automatically forward to your personal phone. You’ll still receive calls as normal, but you might not always know it’s a business call unless the service tells you on-screen or with a special ringtone.

    Great for: Solopreneurs, freelancers, very small businesses

    Benefits:

    • Minimal setup
    • Low or no cost
    • Easy to manage for beginners

    Limitations:

    • Limited control over call handling
    • Personal number may appear on outgoing calls
    • Hard to scale as your business grows

    Example tools: Google Voice (free in the US), Grasshopper, Line2

     

    Option 2: Business Phone Apps (Cloud-based Second Number)

    If you’re ready for a bit more control and flexibility, but still want something lightweight, this second option might be for you.

    This is the most popular option for freelancers, small businesses, and consultants. Apps like Google Voice, Microsoft Teams Phone, Zoom Phone let you create a separate number that works through your internet connection (Wi-Fi or mobile data).

    You get the ease of a simple app with the power of professional features—like voicemail, separate caller ID, and even call routing—without needing a second SIM or device.

    Great for: Freelancers, small businesses, early-stage startups

    Benefits:

    • Affordable monthly pricing
    • Intuitive and user-friendly
    • Scales easily with your team
    • Accessible across multiple devices (phone, laptop, etc.)

    Limitations:

    • Limited advanced customizations
    • May not fully integrate with all business tools

    This option hits the sweet spot for most small-to-medium-sized businesses.

     

    Option 3:  Cloud-Hosted PBX (Full-featured phone systems)

     At the most advanced end of the scale, you have cloud-hosted phone systems (often called cloud PBX systems). These offer everything you’d expect from a traditional enterprise-grade phone system, like extensions for multiple employees, call queues, auto-attendants, and deep integrations with CRM and productivity tools.

    You’ll still use your existing devices (smartphones, laptops), but now they’re part of a sophisticated, cloud-powered communication network.

    Great for: Growing businesses, multi-location teams, SMEs, or even larger enterprises

    Benefits:

    • Powerful call routing and management
    • Advanced integrations (CRM, analytics, support systems)
    • Scalable for growing businesses

    Limitations:

    • Higher monthly cost
    • More involved setup process
    • May feel complex for small or solo operations

    This is ideal if you’re ready to scale or have a team that needs robust communication management.

     

    Choosing What’s Right For you

    There’s no one-size-fits-all answer—only what fits your business right now.

    Some prioritize convenience—just getting a separate line that works. Others focus on visibility, control, or intelligent call handling. And for many, availability across multiple devices or remote teams is essential. The right solution depends on how you weigh these priorities, and what kind of future you’re planning for.

    At ULAP, we’ve worked with businesses across the board: from small companies testing out their first virtual business number, to growing companies ready for a fully hosted cloud PBX with call queues and compliance needs. Most enterprises will eventually move toward a cloud-hosted PBX—but every business has its own starting point, and every team imagines phone system management a little differently.

    While our recommendations always lean toward privacy, data security, and long-term scalability, we don’t push businesses into systems they don’t need. We’ll always recommend the most cost-efficient setup that gives you the flexibility to scale when you’re ready—whether that’s a simple app, a hybrid configuration, or a full-featured phone system from day one.

    If you’re not sure where to start, we’ll meet you where you are—and guide you toward where you want to be.

     

    Final Thoughts

    If you’re building something—even if it’s just a weekend hustle—take the time to set this up right.

    A dedicated business phone number gives you control, flexibility, and peace of mind. It helps you stay organized, makes you look more credible, and gives your customers a better experience.

    With today’s cloud-based systems, setting it up is affordable and beginner-friendly. And when your business grows, your phone setup can grow with it—without skipping a beat.

    You don’t need a second phone. Just a smarter number.

  • Benefits of Switching to Hosted PBX Solutions

    Benefits of Switching to Hosted PBX Solutions

    Efficient communication systems are crucial for a modern business’ success. One solution that has gained popularity among businesses of all sizes is the hosted PBX system. But what exactly is a hosted PBX, and why should your business consider making the switch? This article covers the benefits of a hosted PBX, including its features, flexibility, and cost savings.

    Understanding Hosted PBX Systems

    A hosted PBX (Private Branch Exchange) or cloud based PBX phone system is a virtual phone system that allows businesses to manage their phone calls over the internet. Unlike traditional PBX systems that need on-site hardware, a hosted cloud PBX phone system uses VoIP and SIP to operate over the internet. It is maintained by a third-party provider, reducing the need for physical infrastructure and maintenance. This managed PBX makes it a popular choice for businesses looking to streamline their communication processes.

    Evolution of PBX Systems

    The evolution from traditional to cloud PBX systems marks a significant shift in communication technology. Traditional PBX systems were once the backbone of business communication, requiring extensive hardware and dedicated lines. As businesses looked for better solutions, cloud-hosted PBX systems emerged, using cloud technology to enable smooth communication without bulky equipment. This evolution not only modernized communication but also paved the way for more agile business operations.

    How Hosted PBX Works

    Hosted PBX systems operate over the internet, utilizing VoIP (Voice over Internet Protocol) technology. Calls are routed through data centers managed by the provider, ensuring high-quality voice transmission. This setup eliminates the need for on-site maintenance, allowing businesses to focus on core activities. By using the internet for communication, businesses can integrate various digital tools into their hosted PBX phones to enhance productivity and collaboration.

    Key Components of Hosted PBX

    A hosted PBX system comprises several key components that work together to facilitate communication. These include the virtual PBX server, which handles call routing and features; IP phones or softphones, which let users make calls; and the internet connection, which acts as the communication channel. Providers also offer various features such as auto-attendants and voicemail-to-email, enhancing the overall user experience.

     

    Hosted PBX Benefits

    Cost-Savings with Hosted PBX

    A hosted cloud PBX costs significantly less in the long run, resulting in savings for your business.

    Reduced Hardware and Maintenance Costs

    One of the primary advantages of a hosted PBX is the elimination of expensive on-site hardware. Traditional PBX systems require significant investment in servers and physical phone lines, whereas hosted PBX phone systems operate in the cloud. This not only reduces the initial setup cost but also minimizes ongoing maintenance expenses. Businesses can redirect these savings to other critical areas, such as employee training or marketing initiatives.

    Flexible Pricing Plans

    Hosted PBX providers offer a variety of pricing plans, allowing businesses to select a package that aligns with their needs and budget. Whether you are a small business or a large enterprise, there is a plan that can cater to your specific requirements. This flexibility ensures that you only pay for the features and services you actually use. Moreover, as your business needs change, you can easily adjust your plan, ensuring continued cost-efficiency.

    Lower Call Costs

    With a hosted PBX, calls are made over the internet, often leading to lower call charges compared to traditional phone lines. This is particularly beneficial for businesses with high call volumes or those that frequently make long-distance or international calls. By reducing communication costs, businesses can allocate funds to other growth initiatives, enhancing their overall financial health.

    Predictable Monthly Expenses

    Hosted PBX systems offer predictable monthly expenses, making budget management easier for businesses. Traditional systems often incur unpredictable maintenance and upgrade costs, but hosted solutions typically include these in the monthly fee. This predictability allows businesses to plan their finances more effectively, reducing the risk of unexpected expenses that can disrupt cash flow.

    Hosted PBX for small businesses also becomes much more feasible today as technology becomes more scalable.

     

    Enhanced Features and Functionality

    Advanced Call Management

    Hosted PBX systems come equipped with a range of advanced call management features that can enhance your business operations. These include call forwarding, call waiting, voicemail-to-email, and auto-attendants. Such features ensure that your business never misses an important call and that customers have a seamless communication experience. Additionally, these features can be customized to align with specific business needs, providing a tailored communication solution.

    Scalability and Flexibility

    As your business grows, so do your communication needs. A hosted PBX system is highly scalable, allowing you to easily add or remove phone lines and features as required. This flexibility ensures that your phone system can adapt to the changing demands of your business without the need for costly upgrades. Whether you’re expanding your team or entering new markets, a hosted PBX can seamlessly accommodate your evolving needs.

    Remote Work Capabilities

    In today’s increasingly remote work environment, the ability to stay connected is more important than ever. Hosted PBX systems support remote work by allowing employees to access the phone system from any location with an internet connection. This ensures that your team can stay productive and connected, regardless of where they are working from. The system also integrates with mobile devices, enabling employees to maintain communication on the go.

    Integration with Business Tools

    Hosted PBX systems can be integrated with various business tools, such as CRM software and collaboration platforms. This integration enhances workflow efficiency by streamlining communication and data management. Employees can access customer information during calls or collaborate in real-time, improving both customer service and internal productivity. The seamless integration of tools creates a more cohesive work environment.

    Reliability and Security

    High Uptime and Redundancy

    Hosted PBX providers typically offer high uptime guarantees and built-in redundancy to ensure that your phone system remains operational at all times. This means that your business can continue to communicate effectively, even in the event of a local power outage or network issue. Providers often have multiple data centers for hosted business PBX services, ensuring that your communication remains uninterrupted, regardless of local disruptions.

    Enhanced Security Measures

    Security is a top priority for hosted PBX providers. These systems are equipped with advanced security features, including encryption and secure data centers, to protect your business communications from potential threats. By choosing a reputable provider, you can ensure that your sensitive information remains safe and secure. Regular security updates and monitoring further enhance the protection of your communication infrastructure.

    Disaster Recovery Capabilities

    A hosted VoIP PBX offer robust disaster recovery capabilities, ensuring business continuity during unforeseen events. Providers often have backup servers and failover mechanisms in place to quickly restore service in the event of a disruption. This ensures that your business can maintain communication with clients and stakeholders, even during emergencies, safeguarding your reputation and operational stability.

    Compliance with Industry Standards

    Many hosted PBX providers comply with industry standards and regulations, ensuring that your communication system meets legal requirements. This compliance is particularly crucial for businesses in regulated industries, such as healthcare and finance, where data protection is paramount. By adhering to these standards, hosted PBX providers offer an added layer of assurance for your business communications.

     

    Choosing the Right Hosted PBX Provider

    When selecting providers, it’s important to consider factors such as pricing, features, and customer support in their hosted PBX plans. Research different providers and compare their cloud PBX services to find the one that best aligns with your business needs. Additionally, read reviews and seek recommendations from other businesses to ensure you choose reliable and reputable cloud PBX providers.

    Evaluating Provider Reputation

    The reputation of a hosted PBX provider can significantly impact your communication experience. Look for providers with a proven track record of reliability and customer satisfaction. Online reviews, testimonials, and case studies can provide valuable insights into a provider’s performance and service quality. A reputable provider will have a history of delivering on their promises and maintaining strong customer relationships.

    Assessing Customer Support

    Customer support is a critical factor when choosing a virtual PBX company. Ensure that the provider offers comprehensive support options, including phone, email, and live chat. Consider the availability of support services, as 24/7 support can be crucial for businesses operating across different time zones. Responsive and knowledgeable support can quickly resolve issues, minimizing downtime and ensuring seamless communication.

    Comparing Feature Sets

    Different providers offer varying feature sets, so it’s essential to compare them carefully. Identify the features that are most important for your business and ensure that the provider can meet those needs. Consider scalability options, integration capabilities, and any additional services that may benefit your organization. A provider that offers a robust and customizable feature set can better support your business’s unique communication requirements.

    Understanding Contract Terms

    Before committing to hosted PBX services providers, thoroughly review their contract terms. Pay attention to details such as contract length, cancellation policies, and any hidden fees. Understanding these terms can help you avoid unexpected costs and ensure that the provider aligns with your business’s long-term goals. A transparent and flexible contract can provide peace of mind and foster a positive partnership.

    Conclusion

    Switching to a hosted PBX solution can offer numerous benefits for businesses of all sizes. From cost savings and enhanced features to increased flexibility and security, hosted PBX systems are an ideal choice for modern businesses seeking to improve their communication processes. By understanding the advantages and selecting the right provider, your business can enjoy the many benefits of a hosted PBX system.

    In conclusion, hosted PBX benefits are a modern, efficient, and cost-effective solution for businesses looking to enhance their communication capabilities. By making the switch, your business can enjoy improved functionality, flexibility, and security, ensuring that you stay connected and competitive in today’s fast-paced world. Embracing this technology can lead to a more agile and responsive business environment, positioning your company for long-term success.

  • The Overseas Call Was Not Good Quality – What Should You Do?

    The Overseas Call Was Not Good Quality – What Should You Do?

    “The Overseas Call Was Not Good Quality”

    Have you ever been on an overseas call where the audio was so poor that you felt like shouting across the ocean might’ve been more effective? If so, you’re not alone. Complaints about bad call quality, especially for international calls, are surprisingly common. But why does it happen, and how can it be fixed? Let’s break it down.

     

    Understanding the Problem

    When someone says, “The overseas call was not good quality,” they might be referring to several issues:

    • Choppy Audio: Words or sentences cut in and out.
    • Delays: Conversations feel out of sync, with awkward pauses between speaking and hearing a response.
    • Distorted Sound: Voices sound muffled or robotic.
    • Dropped Calls: The call disconnects unexpectedly.

    These issues aren’t just frustrating; they can also harm business relationships, make important conversations difficult, and create a lot of misunderstandings.

     

    Why Does Poor Quality Happen?

    The root causes of poor international call quality can vary, but here are some common culprits:

    • Network Latency: The time it takes for data to travel between two points. For international calls, signals often have to cross vast distances, sometimes bouncing between multiple data centers, which adds delay.
    • Packet Loss: Data packets containing parts of the conversation may get lost en route, leading to choppy or incomplete audio.
    • Bandwidth Issues: If either side of the call has a slow or congested internet connection, it can bottleneck the audio quality.
    • Outdated Technology: Using old or incompatible hardware or software can limit the call’s performance.
    • Carrier Interconnects: Many international calls involve multiple telecom providers working together. A problem with one carrier can ripple through and degrade the call quality.

     

    How to Diagnose the Issue

    Before jumping into solutions, it’s important to pinpoint the problem. Here are some steps to help:

    1. Check Your Network: Is your internet connection stable? Run a speed test to check for issues like low upload/download speeds or high latency.
    2. Ask About the Other Side: The problem might not be with your setup but with the other person’s network or device.
    3. Note Patterns: Is the problem consistent across all calls or just to specific countries or numbers? Patterns can reveal whether the issue is tied to a specific carrier or region.
    4. Test Your Equipment: Sometimes, a simple reboot of your router or switching to a different device can solve the issue.
    5. Engage Your Service Provider: If the issue persists, contact your telecom provider and provide details about the call quality problem (time, location, and symptoms).

     

    Practical Solutions

    Once you’ve identified the possible cause, you can take steps to improve the quality of overseas calls:

     

    Use a Reliable VoIP Service

    Traditional phone lines rely on physical connections and old infrastructure, which can degrade call quality. Switching to a Voice over Internet Protocol (VoIP) service can offer better quality, especially if you use a provider with global reach and strong infrastructure.

     

    Optimize Your Network

    • Prioritize VoIP Traffic: Many routers allow you to enable Quality of Service (QoS) settings to prioritize call traffic over other internet uses like streaming or downloads.
    • Use a Wired Connection: Wi-Fi is convenient, but it’s also prone to interference. Plugging directly into your router can provide a more stable connection.
    • Avoid Peak Times: Internet traffic spikes during certain hours, especially in residential areas. Scheduling calls outside of peak hours can improve performance.

    → Visit our cloud solution ULAP Application WAN to learn more.
    ULAP Application WAN is designed to support global communications (including voice traffic) on an intelligent routing basis, choosing the best path so your call is stable and clear.

     

    Upgrade Your Internet Plan or Choose a Global Telecom Partners

    If your internet connection is consistently slow, upgrading to a higher-speed plan or switching to a more reliable ISP might make a big difference. Additionally, working with a global telecom partner that specializes in international communication can further improve call quality. Look for one that offers:

    • Low latency and minimal packet loss.
    • Direct interconnects with global carriers.
    • Advanced features like adaptive codecs that adjust call quality in real time.

    → Did you know you could craft your own communications systems solution?
    ULAP Networks offers connectivity, calling coverage, PSTN replacement, cloud PBX services and other vital components that support your full control over your business communications systems. We’re hold telecommunications licenses, so you can get competitive rates. Contact us to learn more.

     

    Test Alternative Platforms

    Apps like Zoom, Microsoft Teams, or WhatsApp often provide higher-quality international calls than traditional phone lines, especially for video calls.

     

    Regularly Update Software

    Outdated apps or operating systems can lead to compatibility issues and bugs that degrade call quality. Always keep your devices and apps updated.

     

    Preventing Future Problems

    Now that you know how to address poor call quality, here are some tips to prevent it from happening in the first place:

    • Regular Maintenance: Periodically check your network and devices for issues.
    • Educate Your Team: If this is a recurring business issue, provide training on best practices for maintaining good call quality.
    • Partner with Experts: Work with telecom providers or IT specialists who can proactively monitor and resolve issues before they escalate.
    • Monitor Call Metrics: If you’re using VoIP for business, tools like call analytics can help identify trends and potential weak points in your system.

     

    Conclusion

    Bad call quality isn’t just an inconvenience; it’s a problem that can affect personal and professional relationships. Understanding why it happens and taking proactive steps can transform those frustrating, garbled calls into clear, seamless conversations.

    The next time someone complains about a poor-quality overseas call, you’ll know exactly what to do. Whether it’s tweaking your network, switching providers, or simply upgrading your equipment, the right solution is often just a few steps away. With these tips in hand, you can ensure every call—no matter the distance—feels like you’re in the same room.

     

  • Your Guide To Virtual Business Numbers

    Your Guide To Virtual Business Numbers

    A virtual phone number lets you communicate from anywhere to anyone in the world, with almost any device connect to the internet. Between cost, ease of use and maintenance, they’re becoming increasingly common with businesses.

    This article will help you understand what it is, its benefits, how to get one and other alternatives to virtual numbers for your digital telephone system.

     

    How a Virtual Phone Number Works

    Virtual phone numbers aren’t exactly the same as traditional numbers that are connected to smartphones or landline phones. These numbers are identities in the cloud that can be linked to numbers you already own. It’s also known as cloud telephony (and you can read more about it in our article

     

    Old telephone systems required users to tie numbers to a device, whether it was a cell phone or a landline. Traditional landlines are fixed and cannot be carried around; you have to be close by to use them. Mobile phones are much better and more mobile-friendly, but your number is still directly tied to your device through your SIM or eSIM.

    Virtual numbers let you stay connected with clear calls using fast internet, no matter where you are or what device you’re using. This means you can make and receive calls with good quality even if you’re not in the same place as your phone. A convenient way to stay in touch without worrying about poor reception or dropped calls.

     

    Synced Communication Across Multiple Devices

    Many employees either have a remote setup with a digital home phone, or in-office desk phones. Virtual numbers simplify contact by connecting one phone number to multiple devices simultaneously. Digital phone systems with virtual numbers can receive calls to the same number on any of them. This also works for using the same phone number across your team or region.

    With more people working outside the office, calls need to be more accessible to keep businesses running smoothly. Virtual phone numbers help businessmen stay connected, without being dependent on specific devices. You can still be reached if you have your laptop but not your mobile device.

     

    Virtual Phone Numbers for International Businesses

    A small business might need a few lines and not spend more than a hundred dollars every month. Large companies with hundreds, thousands or even more employees have much more inflated bills. Consider the costs of international calling, and the bill can multiply frighteningly.

    Virtual phone numbers are a popular standard because without much hardware, it’s cheaper to maintain and use. Since it does not depend on the device, scaling incurs greatly reduced additional costs.

     

    Unique Features of Virtual Phone Numbers

    Virtual phone numbers can release you from the obligation of waiting in one location for phone calls or having to hang on to a single device to ensure you don’t miss an important call. Additionally, the virtual nature of the service makes it great for both remote companies and professionals who are frequently traveling.

    Phone numbers, coverage and calling plans are usually defined by your provider. If you’re travelling beyond your provider’s covered region and making long distance calls, your bill could skyrocket.

    Virtual phone numbers are connected through the internet, not the limitations your provider’s call coverage. The rate you’re charged for is defined by area-code-to-area-code, not where you’re located.

    Imagine you’re based in the United States but travelling through Indonesia. You need to contact the bank; you use your +1-area code virtual phone number to make the call. Because you’re connected through the internet, your call is charged at the domestic rate and not international. Even if you’re calling from over 9,000 miles away!

     

    Personal 169 (1200 x 800 px)

    • International Presence. You can get virtual phone numbers with area codes on your caller IDs local to the areas you serve. You won’t have to add more devices, it’s the same line.
    • Local Call Rates. With numbers in those area codes, customers can call your business at domestic rates. Even if you’re not physically in that locale.

    Regardless of the size of your business, virtual phone numbers could cut down telephone service costs significantly. Domestic calls remain cheap, and it’s affordable to take calls globally.

     

    Remote Work, Regional Teams and Frequent Travelers

    Remote work has continued to grow in many business strategies; virtual tools like online phone numbers are perfect for modern business phone systems.

    They free users from fixed phone locations, specific devices and sometimes even expensive call rates. They’re great for companies with remote workers, but also for frequently travelling businessmen, diplomats, regional teams, contact centers and more.

     

    Virtual Phone Number as An Option For Smaller Businesses

    Personal numbers aren’t always appropriate or comfortable for purposes of business communication. Virtual phone numbers can be linked to private telephone numbers so your business contacts can call you from a number distinct from your personal one.

    Setups made possible by virtual numbers such as this are a great option for slim operating models or sole proprietors.

     

    Access to Other Digital Tools, Suites, and Services

    Virtual phone numbers offer several features beyond voice calls. These include voicemail, calendar integration, online faxing, team messaging, and virtual reception. They also offer upgrades that non-virtual phone numbers don’t usually provide.

    Businesses can integrate their virtual phone numbers to popular digital workspaces like Microsoft365, Zoom, Salesforce, NICE, and Simplify360.

    You can connect your phone number to video conferencing features, whiteboards, schedulers, and even cross-integrate it between multiple apps. These integrations can make your phone number and working experience more fluid.

     

    How To Get a Virtual Phone Number

    Acquiring a virtual number can be simple. Vendors that offer a Voice over Internet Protocol (VoIP) service often provide online numbers with their services. For example, Google Voice offers a free local number to Google account holders; Zoom Phone offers numbers in 49 countries and more with its partner providers; etc.

    When you choose your provider, you will port your existing phone line or choose a new national number. Then, you’re free to browse plans to add toll-free or even vanity numbers. Your options will vary according to your provider, so it’s best to choose one that matches your needs.

     

    Considerations When Getting a Virtual Phone Service

    Getting a virtual phone number is a great option for businesses to have. It’s useful for keeping costs down, separating business identities, localizing your market presence and many other factors.

    Access and usage. Keeping tabs on business virtual phone number usage and access is often necessary for ensuring that business numbers are used appropriately and by the correct personnel. Service providers usually offer add-ons that help you better monitor phone line usage and ensure everything runs smoothly.

    Price and value for features. Some providers offer free virtual numbers with their services, which could be perfect for smaller businesses. Larger companies might want more functionalities with their virtual numbers, for better features and integrations.

    Global availability. Not all regions have virtual numbers as a readily available option. If you’re operating in Africa, South America, the Middle East, and parts of Southeast Asia, you might find that popular services won’t offer virtual numbers in those areas.

    While the first two considerations will help seekers narrow down their criteria in a service provider, the third is a challenge posed to businesses (and companies expanding into) these markets that want the convenience virtual numbers offer.