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Few offices shop for a phone system by choice. The line that has run into the building for twenty years is being retired, or the box in the closet is out of support, or a second location needs to share the main number. Whatever pushed you here, the decision comes down to a few choices, and none of them is hard once someone explains it plainly.

Hosted VoIP, on-premises PBX, or SIP trunking

Hosted VoIP puts the phone system in the provider's data center. You pay a monthly fee per user, and staff answer on a desk phone or an app on their laptop or cell. Nothing needs maintaining on site. For most offices under a few hundred people, and for anyone with more than one location, it is the right answer.

On-premises PBX means you own a box in a closet. It makes sense with a large building, a stable headcount and someone who can keep it running. Fewer businesses fit that description every year.

SIP trunking is the in-between option. You keep the PBX you own, but the phone lines arrive over the internet instead of copper. It buys time for hardware that still works.

The copper problem

Carriers have been allowed to stop maintaining the old copper network, and many are doing it. Analog lines get pricier, repairs slow down, and eventually the line goes away. If your fax machine, alarm panel, elevator phone or card reader rides on one of those lines, find that out before the cutover.

Features worth paying attention to

Every provider has a long feature list. These are the ones that change your day:

An auto attendant and call queues that send callers to the right person or group.
Voicemail that arrives as an email.
A mobile app, so staff in the field can call and text from the business number.
Call recording, if your industry needs it.
A connection to your CRM or practice software, so a call pulls up the customer record.
Fax, if you still send it. Medical, legal and real estate offices often do.

Skip anything you will not turn on. Plans that bundle video meetings and analytics are fine, but do not pay extra for a dashboard nobody opens.

Internet, porting, E911 and contracts

When VoIP sounds bad, the phone system is rarely at fault. The usual cause is a jittery or overloaded internet connection. A business-class circuit helps, and a second connection that takes over when the first drops helps more. If your office already struggles with video calls, fix that first.

Number porting lets you keep the numbers customers already know. It takes days to weeks, and the old carrier has to stay active until it finishes. Do not cancel the old service yourself.

E911 matters more than people expect. The system has to send the caller's actual location to the dispatcher. That is easy for a desk phone in one building and harder for staff who work from home or move between sites. Ask how each provider handles it, then test it.

Contract length runs from month to month up to several years. Longer terms usually lower the monthly rate, and they also lock you in if the service disappoints. Ask what happens to the term when you add or drop users.

Pricing and what to ask

A quote is built from the number of users, the phone or app each person gets, any extra numbers or locations, and the contract term. Setup, hardware and porting are often billed separately. Compare the full first-year cost, not the monthly line.

Ask who handles porting and how long it usually takes. Ask for the uptime commitment in writing. Find out whether desk phones are rented or sold, and what it costs to leave.

How the request works

Enter your zip code and tell us how many people you have, how many locations, and what you need the phones to do. We send that to providers who quote your area. You compare what comes back and talk only to the ones you choose.

Frequently Asked Questions

What type of business phone systems are available?

There are three main types of telecommunication networks that businesses often choose between when they are investing in new phone service. The three service options are: Private Branch Exchange (PBX), Public Switched Telephone Network (PSTN), and Voice-over-Internet Protocol (VoIP). Each has its own unique algorithm and way of connecting that may influence your decision.

What is a Private Branch Exchange (PBX) phone system?

Private Branch Exchange is a popular option for businesses that handle sensitive information, such as banks, law offices, or doctors. This is because a PBX line feeds directly to the business office. If your company were to select this phone-line, it requires you to install a PBX system directly into your place of operation, meaning that incoming calls go directly to your office. This is unique from the other services because, unlike the others, it doesn’t require calls to go to a 3rd party station or through the Internet first before the call is sent to your company’s office. A big advantage that PBX has over PSTN is that it is one of the most secure types of phone lines.

What are the main types of business phone systems?

The main types are public switched telephone network (PSTN), private branch exchange (PBX), and voice-over-internet protocol (VoIP). PSTN is a mode of telecommunication that comprises a large, interconnected system filled with thousands upon thousands of cellular networks, telephone lines, circuits, and more. PBX refers to a telephone system that utilizes local lines to deliver calls but it is specifically localized to a company building, creating an internal system that connects the people within the business. VoIP is a technology that capitalizes on the digital foundation created by the Internet, allowing people to make cheap or free voice calls and other voice communications.

Why should I use a business phone system?

Business phone systems are crucial for creating a professional and effective business model. Answering customer phone calls from your personal phone may appear to be a simple solution, but it won't be effective for long. A business phone system should be built into your five year plan to ensure that customers are reaching you and your employees through a controlled medium where customers can expect quality service. Over time, you can expect your business phone system to facilitate company communication and maximize your ability to provide consistent customer care.

What features are typically included in a business phone system?

The features provided by your business phone system will depend on your service provider and the package you select. Basic phone systems typically offer multiple lines and a customized voicemail service. More sophisticated packages may include automated attendants, conference calling, and hold messages. These additional features are especially useful for businesses with high call volume and multiple departments.

How much should I expect a business phone system to cost?

The cost of a business phone system varies widely. On average, the most basic phone systems will run between $100 and $250 per phone, while you can expect more advanced systems to cost up to $1,000 per user.

What should I look for when comparing business phone systems?

When you're shopping for a new business phone system, it's far too easy to think about your immediate needs instead of your future needs. To pick the best system for your business, consider where your business is going to be in five years. Ask potential providers how easy it is to upgrade or expand their business phone systems. Ideally, you should purchase a system that will not require a complete replacement system once you're ready to upgrade.

How do I make effective voicemail and on-hold messages?

When you're first drafting your voicemail and on-hold messages, think of the most common questions posed by customers. Do your best to answer these questions. Hours of operation are especially useful in a voicemail message while FAQs should be reserved for your on-hold messages. By answering basic questions while the customer is on hold, you'll reduce the total number of calls that your staff has to answer. On-hold messages are also great for PSAs, especially for medical offices and other services that focus on public health and safety.

What is a VoIP business phone system?

A VoIP business phone system is defined by its use of broadband internet versus regular phone lines. By using your internet connection as the anchor for your phone system, VoIP systems are easier to install and can be easily scaled up as your needs evolve. In addition, VoIP systems offer more features than your traditional, multi-line system, including virtual receptionists and call forwarding.

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