Cloud phone systems have several advantages over traditional landline phones and on-premise PBX systems, including advanced call-handling features, cost efficiency, and flexible plans.
In this post, we examine and research the best cloud phone systems available today. We have summarised our findings on pricing and plans, features and customer service, network reliability, and other topics to assist you in finding the best solution.
Dialpad
For desktop and mobile users, Dialpad Business Communications is a cloud phone system that offers voice calling, online faxing, video calling, team chat, and business texting through a single interface.
Its sophisticated built-in AI, clear and user-friendly interface, and overall affordability are its main selling points. There are options for local phone numbers, toll-free numbers, and number porting.
Pricing and Plans
Three paid plans are available from Dialpad Business Communications:
Standard: monthly prices start at $23.00 per user.
Pro: Prices start at $35.00/user/month.
Starting at Quote-based pricing for enterprises
There are also annual pricing options and a 14-day free trial.
What Sets It Apart
The dial pad’s impressive AI tools are, without a doubt, its best features.
Vi is the NLP and machine learning platform with in-call agent coaching from the Dialpad. Agents can view real-time, speaker-differentiated call transcription while speaking with a customer on the phone. By “listening” for keywords and phrases, it can also automatically pick up on action items and caller sentiment analysis.
Best of all, it provides Real-Time Agent Assist features that streamline the sales, support, and training processes. The AI feature automatically provides the agent with pertinent advice when it detects “trigger” keywords, even reminding them to slow down if they are speaking too quickly. For the purpose of ensuring that the data agents require is always instantly available, it draws data from internal knowledge bases and customer accounts.
Additionally, Dialpad provides sophisticated call routing options, such as skills-based, language-based, department-based, most idle, fixed order, round-robin, or random routing. However, administrators can create “fallback” routing plans to further avoid calls going to voicemail by preventing calls from going to voicemail boxes or returning to the IVR menu.
Network Reliability and Customer Support
All other users have a 99.9% uptime guarantee, while Dialpad Enterprise customers have a 100% SLA guarantee.
Although users can add a failover number, there is very little chance of a total outage due to built-in network redundancy and automated data backups. Additionally, Kentik-powered network monitoring and a real-time status update page are available on Dialpad.
Due to its use of SRTP and TLS, 256-bit AES encryption, SOC 2 Type 2 and GDPR compliance, and CCPA compliance, the platform also provides a high level of security and privacy. Data retention policies are customizable for enterprise users. CSA (Cloud Security Alliance) and HIPAA certifications are also held by Dialpad.
Pro and Enterprise customers can get 24/7 phone support, while all other customers can use chat or an online ticketing system. Users have the option of adding support add-ons like a personal account manager and expert deployment services.
What Users Likes
Call transcription, call recording, custom routing, automatic post-call notes, and other features that are typically only available on more expensive plans are all included in all plans.
more affordable than competing providers, especially when taking into account the Standard Plan’s high-end features
Unique features like Speech Coaching and Automatic Post-Call Notes with Action Item Creation increase agent productivity and raise the caliber of the support your agents offer.
What Users Dislike
The only third-party integrations offered by the cheapest plan are with Google Workspace and Microsoft 365, making it useless for any teams that require a lot of third-party integration.
Reduced meeting size (10 participants) when using the free Dialpad Meetings video calling tool.
For more complex plans, the minimum license purchase quantity is 3 or 100.
Nextiva
A cloud PBX business phone system, VoIP voice calling, video meetings, SMS, and team chat messaging are all included in Nextiva’s business communications platform.
Within the Nextiva App softphone interface, users can switch between devices and communication channels without missing a beat.
Pricing and Plans
For users ranging from 1 to 100, Nextiva offers three paid plans:
Starting at $24.95 per user, per month
Professional: $29.95 per user, per month.
Enterprise: monthly user fees start at $39.95
The free trial that Nextiva once provided is no longer offered on their website.
What Sets It Apart
The most “complete” phone system on this list is Nextiva, which offers powerful native features that other providers do not.
Instead of relying on countless third-party integrations and APIs, Nextiva comes with its own CRM features, team collaboration and project management tools, and even features like case routing and customer journey analytics that were created especially for customer service and sales teams.
It is perhaps best known for its Call Pop feature, which displays important caller information like contact information, the time since the call was last handled, ratings of the customers’ experiences, the value of the account, and any notes from earlier agents or conversations.
Positive and negative “trigger words” are instantly recognized by analytics features like Sentiment Analysis, and dissatisfied customers are automatically flagged for review and escalation. You can become more informed by using trend forecasting, call topic filters, customer survey analytics, and KPI-based reporting templates.
Your business runs smoothly thanks to intelligent automation tools like automated welcome messages, follow-ups, and reminders with corresponding automated status updates, and real-time agent assistance based on recognized keywords.
Network Reliability and Customer Support
The competitive 99.999% uptime of Nextiva is a result of its continuous network monitoring, backup power sources, and 8 global points of presence. The platform complies with SOC II, HIPAA, and PCI regulations and offers end-to-end call encryption.
Customer service can be reached by phone, live chat, or email. From 5:00 AM to 6:00 PM MST on Monday through Friday, and from 6:00 AM to 6:00 PM MST on Saturday and Sunday. Requests for ticket support can be made at any time. Customers who are currently using Nextiva or who are interested in doing so can access its online knowledge base at any time.
What Users Like
Automated in-conversation Smart Recommendations, advanced native CRM tools, and integration with third-party CRM software
analytics for the entire company Gamifying performance to boost employee engagement on Wallboard
What Users Dislike
Unavailable on the Essential Plan are CRM tools, recording, integrations, and SMS/MMS texting.
No longer appears to provide 24-hour support as promised.
The onboarding process is made longer by the high learning curve that comes with advanced features.
Conclusion
Cloud phone systems offer several advantages over on-premise PBXs, such as cost efficiency and improved call-handling features. We examine the best cloud phone systems to help you choose the right one for your needs. From pricing and plans to features and customer service, we break it down into bite-sized bite-size pieces. Dialpad provides a high level of security and privacy for users. Built-in backup and failover capabilities mean there is little chance of a total outage due to built-in redundancy and automated data backups.
Nextiva is one of the most complete phone systems on the market. The company’s 99.999% uptime is a result of its continuous network monitoring and backup power sources. It complies with SOC II, HIPAA, and PCI regulations and offers end-to-end call encryption.