Start with how calls reach you today
Before comparing products, write down how calls currently flow through your business: which numbers exist, who answers them, and what happens when nobody does. This becomes your requirements list.
Price, seats and contract
- What is the per-seat price on monthly billing, and how much lower is it with an annual contract?
- Is there a minimum number of seats? Some vendors require two or three seats, or more on higher plans.
- Can you cancel or reduce seats month to month?
- Is there a free trial, or will you rely on a demo?
See what a business phone system costs for a worked example.
Numbers and locations
- In which countries do you need numbers today, and where might you need them in two years? Check the vendor's number coverage by country and number type (local, national, mobile, toll-free).
- Does the vendor operate its own carrier network, or source numbers from partners?
- Can you keep existing numbers through number porting, and what does porting cost?
- Are numbers and outbound minutes included, bundled or billed separately?
Connectivity and BYOC
- Can you connect your own carrier (BYOC) over a SIP trunk, for example to keep a carrier contract or numbers in a specific country?
- Can you use SIP desk phones or third-party softphones alongside the vendor's app?
Call routing
- Can you model your real processes: business hours and holidays, IVR menus, queues, ring groups, overflow to mobile and after-hours handling?
- Is there a visual editor that non-technical staff can change safely?
See call routing.
Apps and platforms
- Which platforms have a native app — macOS, Windows, Linux, iOS, Android — and is there a browser app if you need one?
- Can users choose which company number to show as caller ID?
- In which languages is the app available?
AI features and their pricing
- Which AI features are included: transcripts, summaries, sentiment, call scoring, an AI voice agent?
- How are they priced: per recorded minute, per user per month, or only on a higher plan?
- Which languages does the AI support?
CRM and integrations
- Does the system integrate with the CRM or helpdesk you use today, and what does the integration do — log calls, create contacts, attach recordings?
- Can more than one CRM be connected at the same time, if you need that?
- Do you need SMS or WhatsApp in the same tool?
See integrations.
Reporting and call history
You should be able to see missed calls and answer rates without exporting data. Look for call history filtered by number, user and time, and for wait time and talk time per call. See call analytics.
Security and support
- Which certifications does the vendor hold, and at which level — the product or the parent company?
- Are calls encrypted?
- How can you reach support, and at what hours?
Total cost
Compare per-seat pricing, seat minimums, number costs, call charges and AI add-ons together, not separately. Our comparisons show these factors side by side for several vendors.