The Buyer’s Guide to VoIP Providers

2019 edition

Table of Contents Why Read This Guide?

About TrustRadius

VoIP or UCaaS: Which One is Right for Your Business?

Spotlight on 7 Leading VoIP Providers

Product Comparison Tables

Fuze

Cisco Unified Communications Manager

RingCentral

Google Voice

8x8 X Series

Jive Hosted VoIP

Grasshopper

3

4

5

10

12

14

15

16

17

18

19

20

3

Why Read This Guide? For small businesses and enterprises alike, it can be difficult to figure out what type of communication software will fit your business needs best. Voice communication, whether using traditional PBX (private branch exchange) phones or Voice over Internet Protocol (VoIP) technology, is a classic form of business communication. But businesses are increasingly turning to other software for their communication needs as well. Evaluating your business needs and considering whether you should start out with a voice solution and scale as necessary, or look for a unified communications platform that encompasses a range of communication capabilities is a critical first step. This buyer’s guide includes information and tips to help you identify the scope of your business communication needs and compare across 7 of the most popular VoIP providers.

4

This guide aims to provide buyers searching for a VoIP solution with a free resource to help them make better purchasing decisions based on insights from software end-users. Our goal is to help you differentiate between 7 widely used VoIP providers to find one that will meet your current business needs. This guide is based on detailed information from 5,838 VoIP software reviews and ratings published on TrustRadius, as well as 207 additional survey responses from VoIP software users about their experience with these solutions. Each review and rating has been individually vetted by a TrustRadius researcher to ensure we’re providing authentic feedback from real end-users of the software.In the guide, readers will find:> Insights about the relationship between VoIP software and Unified Communications as a Service (UCaaS) platforms.> Information about how to identify the extent of your organization’s communications needs and assess whether a VoIp or UCaaS solution will fit your circumstances best.> Summary profiles for 7 of the most reviewed VoIP providers, including highest and lowest rated features and customer demographics.

45K professionals have used

TrustRadius to research VoIP

solutions this year.

About TrustRadiusTrustRadius is the most-trusted review site for business technology, bringing transparency to the $3.7 trillion B2B market. We help buyers make confident decisions with in-depth reviews and ratings from real software users. Every reviewer on TrustRadius is authenticated and every review vetted by our Research Team before publication. We also help vendors engage and convert buyers by putting their customer’s voice to work, authentically and at scale. Headquartered in Austin, TX, TrustRadius was founded by successful entrepreneurs and is backed by the Mayfield Fund and LiveOak Venture Partners.

To learn more, visit www.trustradius.com.

200,000+ reviews & ratings from 100%

verified users.

©2019 TrustRadius. All rights reserved. Reproduction or sharing of this publication in any form without TrustRadius’ prior written permission is strictly prohibited.For information on reprints, please contact marketing@trustradius.com. TrustRadius is a trademark of T-Radius Holdings, Inc. All other trademarks are the property of their respective owners. The information contained in this publication has been obtained from sources believed to be reliable. TrustRadius disclaims all warranties as to the accuracy, completeness or adequacy of such information and shall have no liability for errors, omissions or inadequacies in such information. This publication consists of the opinions of TrustRadius’ research organization and should not be construed as statements of fact. The opinions expressed herein are subject to change without notice.

5

VoIP or UCaaS: Which one is right for your business? Phone calls and email have been the two main business communication methods for decades. But companies are increasingly using other technology, like video conferencing and instant messaging applications, to help serve their daily communications needs. While voice communication, using either traditional PBX phones or VoIP technology, and business email aren’t going anywhere, the use of other types of digital communication software is expanding. For enterprise companies using multiple types of communication software, consolidating all their communication technology under one platform may be the best move. But for smaller businesses only using one or two of these applications, transitioning to a UCaaS platform may be overwhelming and too expensive for their organization.

6

Is VoIP being swallowed by UCaaS?

The short answer to the question ‘is VoIP being swallowed by UCaaS’ is no. But the larger story does involve the integration of the two. VoIP technology, which allows users to make voice calls over the internet rather than using traditional PBX phone systems or cellular data, is part of the underlying technology supporting UCaaS platforms.

UCaaS platforms typically cover four main capability areas:

1. Voice/VoIP

2. Meeting solutions (including audio and video conferencing)

3. Team collaboration (e.g. document sharing, screen sharing)

4. Instant messaging/chat and presence technology

While VoIP is one component of these larger unified communications platforms, most vendors that have comprehensive UCaaS platforms still offer their Voice/VoIP solution as a stand-alone product. This is because many companies have their communication technology organized in a decentralized fashion, and still use separate solutions for different communication needs.

The data collected from our recent survey confirm this: along with their VoIP solution, 83% of survey respondents use a messaging application and 76% use video conferencing software. Yet only 13% of respondents said their business would be using a UCaaS Platform by 2020.

Especially for SMBs that may not need all the capabilities of a UCaaS platform yet, it may be more affordable for them to have separate VoIP, online meetings, and messaging solutions. Only 8% of respondents from companies with 1-50 employees said their company would be adopting a UCaaS platform in 2020. For certain industries, it also doesn’t make sense to immediately scale up to the UCaaS platform if a sizable portion of end-users won’t be fully utilizing the platform.

However, centralizing communication software within one platform instead of having multiple separate online communication tools may be an attractive option for enterprises. 1 out of 3 survey respondents from companies with 10,000+ employees said they would be using a UCaaS platform by 2020.

Only 8% of survey respondents from

companies with 1-50 employees said they would be using a

UCaaS platform in 2020.

1 out of 3 survey respondents from

companies with 10,000+ employees

said they would be using a UCaaS

platform by 2020.

7

The key takeaway is that the UCaaS landscape is still evolving. Even though enterprises are more likely to adopt a UCaaS platform than SMBs—organizations of all sizes are still figuring out if this is the right move for their company. 54% of survey respondents from all company sizes were not sure if their company would be making the switch to UCaaS in 2020.

Vendors in the market recognize that the level of centralization or decentralization of communication software can vary by company size, or composition of the user-base. Many VoIP providers that offer a fully featured UCaaS platforms have bundling options that allow businesses to select only the communication capabilities they need. This allows organizations to scale up their communication solution as needed.

40%

30%

10%

20%

0%

50%

60%

Will your organization be using a UCaaS platform by 2020?

1 - 50 51 - 200 201 - 500 501 - 1,000

Number of Employees

1,001 - 10,000

8%

42%

49%

16%

28%

56%

9%

26%

65%

20%

38%

43%

8%

24%

68%

10,001+

33%

20%

47%

70%

Yes No

I’m not sure

8

Factors to consider when evaluating VoIP and UCaaS software

More and more businesses of all sizes are using multiple types of communication software. Messaging and video conferencing/ web conferencing applications are most likely to be used in tandem with a Voice/VoIP solution. Of the 207 VoIP users we surveyed, only 1% did not use any other type of communication technology.

What other communication software do you use?

83% are using a messaging/chat

application along with their VoIP software.

40%

30%

10%

20%

0%

50%

60%

70%

80%

Messaging/ChatApplications

Contact CenterSoftware

83%

Video/WebConferencing

76%

TeamCollaboration

64%

17%

None

1%

90%

9

Given there’s a good chance your business is already using two or more types of communication software, how do you know whether a stand-alone VoIP solution or UCaaS platform is the right fit for you organization?

Here are a few questions to ask before you start evaluating products that will help identify which type of software will suit your current needs best:

1. How many separate communication solutions is your business currently using?

If you’re using three or more individual communication products, it might be more cost effective to centralize then within one platform. On the other hand, if you only use one or two different types of communication solutions at work, scaling up to a fully-featured UCaaS platform might be overkill—and over budget.

2. What size is your company, and will the majority of employees need access to various communication capabilities (e.g. voice, video and audio conferencing, and messaging)?

Stand-alone VoIP solutions are often a better choice for SMBs, at least when they’re first starting out with the software. Many VoIP providers also offer a free trial or free version of their software, which may be the perfect fit for self-employed workers or micro-businesses with 1-10 employees. Larger companies that need a majority of employees to have access to these capabilities should keep in mind that individual VoIP or web conferencing solutions often have a maximum number of users. These companies may require more bandwidth in terms of number of seats available than stand-alone products can offer.

3. Will users need to have access to information from other conversations that may take place over a web conference, voice call, or chat?

One benefit UCaaS brings is the ability for users to share and access information from other conversations. This can be especially useful for call centers, sales teams, or customer support/service teams that need to track customer interactions. On the other hand, if your organization would primarily use a VoIP solution for internal communications, having access to this type of information may not be as necessary.

76% are using both a VoIP and video/web

conferencing solution.

10

Spotlight on 7 Leading VoIP Providers1 More and more businesses are using a range of communication software, including VoIP/Voice, instant messaging, and audio/video conferencing, for their daily communication needs. Understanding where VoIP/Voice software fits into your business communication and whether or not you need a solution that can be scaled up to a UCaaS platform will give you a strong foundation from which to start your product evaluation and selection process. The product profiles below detail the main capabilities of each solution, customer demographics, and scenarios that each product is best suited for based on reviewer feedback.

1 Information contained in the product matrices, product comparison charts, and on the product pages is accurate as of October 14th, 2019. Company size definitions are: Small Companies (1-50 employees); Midsize Companies (51-1,000 employees); Enterprises (1,001+ employees).

11

This guide aims to give you an overview of 7 of the most reviewed VoIP solutions on TrustRadius. An exhaustive list of products can be found in the VoIP providers category on our website.

The product profiles in this report showcase aggregate data from reviews collected on TrustRadius, including the most commonly identified pros and cons from the most recent 30 reviews, qualitative feedback from reviewers, and customer demographic information. In order to be included in this guide, products must meet the following requirements

> The product must have our VoIP Providers category as its primary category.

> The product must have at least 25 reviews.

> The product must be ‘customer verified’—indicating there have been at least 10 new or updated reviews within the past year.

The products in this guide have been organized in terms of which market segment they are focused on. Products focused on serving enterprise and midsize businesses will be at the front of the guide, and products focused on the communication needs of micro and small businesses will be at the end of the guide.

While the product information presented in the guide will focus on products’ VoIP capabilities, many of the vendors included here offer scalable UCaaS solutions which their VoIP/Voice solutions are part of. If you’re looking to start out with a VoIP software but potentially scale up to a UCaaS platform at some point in the future, look for information about this in the ‘Great fit for’ section included on the product profile pages.

80% think their VoIP solution delivers good

value for the cost.

87% would buy their current

VoIP solution again.

12

Product Comparison TablesOverall

Satisfaction Rating

ComparisonInformationProduct Metrics Reviewer Company Size

7.7

8.7

7.9

8.6

7.0

9.5

8.3

72

29

47

49

73

53

50

14%

8%

8%

8%

6%

3%

3%

5%

8%

48%

49%

59%

75%

83%

54%

39%

46%

27%

33%

21%

16%

41%

53%

6%

24%

8%

4%

2%

Share of Traffic Small# of ReviewstrScore Midsize Entreprise Most

Compared To

Google HangoutsRingCentral

Viber

ViberSlack

Skype for Business

AvayaSkype for Business

Digium Asterisk

Google VoiceZoomAvaya

Cisco Unifed Communications MangerGoogle Voice

Skype for Business

Mitel MiCollab8x8 X Series

Nextiva

CallRailTwilio Programmable Voice

Google Voice

Cisco Unifed Communications

Manager

Google Voice

Jive Hosted VoIP

8x8 X Series

Grasshopper

Ring Central

Fuze

13

Product Comparison TablesOverall

Satisfaction Rating

Overall Satisfaction

Rating

Feature Rating

Feature Rating

7.7

8.7

7.9

8.6

7.0

9.5

8.3

7.7

8.7

7.9

8.6

7.0

9.5

8.3

7.8

8.3

9.3

8.2

8.0

9.3

9.1

7.6

8.6

8.6

7.3

8.5

9.4

7.7

7.0

8.0

8.3

7.3

8.5

8.9

8.1

7.2

7.1

8.7

8.0

8.8

6.9

8.4

6.2

8.1

8.1

8.1

6.4

8.6

7.4

7.3

8.4

8.4

7.9

8.0

8.4

7.6

6.7

7.3

8.1

8.2

7.5

7.8

8.3

--

8.0

8.6

8.3

8.5

8.2

8.2

7.3

8.5

8.6

8.1

8.6

9.1

7.8

7.4

7.2

8.8

8.8

8.8

9.6

8.7

7.9

8.4

8.7

8.7

7.5

8.7

7.7

7.2

6.9

8.2

--

7.3

8.8

7.9

7.9

8.3

8.9

8.5

7.5

9.7

7.9

7.9

8.5

8.2

8.0

7.9

9.1

7.6

--

7.8

8.7

8.6

--

--

8.4

--

6.0

8.7

--

--

--

8.2

Multi-level IVR

Call Recording

Answering Rules

User Templates

Call Park

Call Screening

Message Alerts

Hosted PBXtrScore

trScore

Call ReportsDirectory of Employee

NamesMobile app

for iOS

Video Conferencing

Mobile app for Android

Audio Conferencing

Instant Messaging

Screen Sharing

Cisco Unifed Communications

Manager

Cisco Unifed Communications

Manager

Google Voice

Google Voice

Jive Hosted VoIP

Jive Hosted VoIP

8x8 X Series

8x8 X Series

Grasshopper

Grasshopper

Ring Central

Ring Central

Fuze

Fuze

14

Score 7.7 out of 10

Fuze is a cloud-based, enterprise grade unified communications and collaboration platform that includes four main capability areas; voice, web conferencing and collaboration, messaging, and contact center. Fuze is a highly scalable solution that includes mobile and desktop applications, web-based applications for a range of web browsers, and support staff and data centers across many different regions around the world. Companies that need to communicate, either internally or externally, with individuals around the globe have the ability to call using local numbers and dial tones.

Interested in learning more about Fuze? Read reviews on TrustRadius.

Fuze

A fast, intuitive interface which assists in quickly onboarding new employees to the platform.

Brandon P. | Manager, Information Technology Industrial Automation Company

Intuitive user interface (mentioned in 8 reviews)

The admin console needs some re-architecture, especially around permission and user profiles.

Anthony C. | Director of Infrastructure & Operations Staffing and Recruiting

User admin portal needs updating (mentioned in 4 reviews)

Setting up new phones and numbers is very easy with their hub. I don’t always have to go directly to their support team to setup new users. As long as I have the mac address of the phone and we have free numbers I can set a new user up in minutes.

David S. | Senior Technical Support Analyst Staffing and Recruiting

Easy to access user mgmt from admin hub (mentioned in 6 reviews)

Their Support is VERY lacking. Almost every exchange I have with their support requires me to

escalate. I have submitted cases with P1 priority (top priority with 4 hour response window) and have gone a week with no response, prompting me to

email our internal contacts to make progress.

Nathan H. | Technical Support Analyst Staffing and Recruiting Company

Low quality & unresponsive customer support (mentioned in 12 reviews)

PROS CONS

Great Fit For: Midsize companies and enterprises that need a highly scalable and cloud based IP PBX system. Ideal for companies that have offices in multiple different countries, and are looking for a solution to facilitate internal online communication via chat, video conferencing, and voice calls. Fuze is a good fit for companies that either want to start out with a voice solution and scale up to a UCaaS platform.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Computer Software | 22

IT & Services | 10

Healthcare & Hospice | 8

Financial Services | 7

Retail | 6

5%

41% 54%

15

Easy setup and configuration of new and existing phones.

Michael D. | Network Administrator Senior Industrial Automation Company

Easy to set up and use new phones (mentioned in 7 reviews)

Although once you learn how to use the management interface you can do things easily,

the look and feel of the management interface has been the same for several years. It’s not as modern as the other Cisco platforms and doesn’t follow the

latest design language we see in other systems.

Eduardo V. | IT Infrastructure Specialist Automotive Company

User interface is outdated (mentioned in 8 reviews)

Cisco Unified Communications Manager is a very flexible product. It can be custom configured to

best suit your business needs and locations. It can be used as a single tenant or multi tenant system.

Each site or office location can be configured separately from others for greater control.

Brian M. | Network Services Manager Construction Company

Customizable configuration (mentioned in 6 reviews)

[Cisco Unified Communications Manager] is expensive licensing and they nickel and dime you

with a plethora of tiny little license charges for every little feature. They have the most convoluted licensing

models, ever, for their CU products in general.

Jane U. | Senior Systems Administrator Aviation & Aerospace Company

Licensing model is too complex and expensive (mentioned in 10 reviews)

Score 8.7 out of 10

Cisco Unified Communications Manager, formerly Call Manager, is an online communication and collaboration platform built for enterprises. It has multiple on-premise deployment options available along with private or public cloud hosting from Cisco resellers, or a Cisco- hosted and operated cloud calling solution. Cisco affords companies a high degree of flexibility in terms of setup and configuration. The platform includes IP telephony, audio and video conferencing, unified messaging, and instant messaging capabilities. Cisco Unified Communications Manager is a good fit for companies that rely on voice calls as the primary mode of communication across office locations, or companies that have multiple corporate contact centers.

Interested in learning more about Cisco Unified Communications Manager? Read reviews on TrustRadius.

Cisco Unified Communication Manager

PROS CONS

Great Fit For: Companies that need the flexibility of having on-premise and cloud deployment options and that have the capital and expertise resources needed to properly configure and manage the system. Cisco Unified Communications Manager is a good choice for companies looking to implement a UCaaS solution, or scale up to one.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Telecommunications | 8

Higher Education | 5

IT & Services | 5

Construction | 4

Edu. Mgmt | 3

8%

53% 39%

81% think Cisco Unified Communication Manager

delivers good value for the price (14% don’t

know how much it cost).

90% are happy with Cisco Unified Communication Manager’s feature set.

90% would buy Cisco Unified Communication

Manager again.

71% think Cisco Unified Communication Manager

lives up to promises made by the vendor

(19% were not involved).

76% thought implementation

went as expected (14% were not involved.)

Based on a survey of 21 Cisco Unified Communication

Manager users.

16

Sound quality. Out of all of the communication software I’ve ever used, nothing quite picks up

sound like RingCentral. It’s clear, focused—some would say it picks up even too much sound.

Verified User | Employee in Marketing Marketing and Advertising Company

Call quality & system reliability (mentioned in 14 reviews)

Configuring RingCentral can be a bit confusing due to the many, many options

and various configurations available.

Kevin M. | Managing Member Hospital & Health Care Company

Initial configuration can be difficult (mentioned in 5 reviews)

They have apps that allow you to enjoy their services across all devices, including Windows, Android, and iOS. This includes

making calls, checking voicemail, sending and receiving text messages on your RingCentral

number, and conducting meetings.

Nathan R. | Director, Management Information Systems | Public Policy Organization

Applications available for multiple devices (mentioned in 6 reviews)

Their support is truly terrible. They’ll take a week or more to get back to you sometimes, and regularly call

at the crack of dawn or in the middle of the night.

Jillyn D. | Founder & Executive Director Marketing and Advertising Company

Customer support is hard to reach (mentioned in 5 reviews)

Score 7.9 out of 10

RingCentral is a cloud-based online communication and collaboration platform that includes VoIP, team messaging through Glip, omnichannel contact center, and access to online meeting capabilities powered by Zoom. RingCentral’s pricing is per user rather than per minute, making this solution ideal for companies where individual users will be making a large number of calls. The platform includes voice features like an interactive voice response (IVR) system, ability to set up hunt groups, online faxing, call management and analytics, and the ability to establish and edit robust call routing rules. RingCentral has applications compatible with multiple device types, including mobile phones, tablets, and desktop computers.

Interested in learning more about RingCentral? Read reviews on TrustRadius.

RingCentral

PROS CONS

Great Fit For: Midsize and large businesses looking for a scalable and highly reliable online communications platform. Ideal for customer service and sales teams, and companies that have a workforce distributed across multiple international offices. RingCentral is a good fit for companies looking to implement a UCaaS platform in the future.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Computer Software | 20

Mtkg & Advertising | 10

IT & Services | 8

Financial Services | 8

Recruiting | 6

48%

6%

46%

71% think RingCentral delivers good value

for the price (29% don’t know

how much it cost).

100% are happy with RingCentral’s feature set.

86% would buy RingCentral again.

71% think RingCentral lives up to promises made by the vendor

(29% were not involved.)

71% thought implementation

went as expected (21% were not involved.)

Based on a survey of 14 RingCentral users.

17

The transcription feature upon receiving a voicemail allows me to funnel the message through email so I can get a semi-accurate

reading of the voice message I received.

Joel M. | Producer | Media Production Company

Availability of voicemail transcription services (mentioned in 8 reviews)

It’s a little difficult to transfer/move phone numbers around accounts.

Ho’omana N. | Graduate Teaching Assistant Higher Education Institution

Inability to transfer numbers between accounts (mentioned in 5 reviews)

Many of our users rely on their mobile devices, especially when out in the field or in

our other areas and this is where google voice shines for us… Clear calls are important and

with google voice you wouldn’t be able to tell the difference [from a normal phone call].

Lochan K. | Freelance Photographer Self Employed

High quality voice calls (mentioned in 6 reviews)

Voicemail transcription may not work properly if not spoken clearly or non-native English is used.

Özgür E. | Exhaust Systems Supervisor Automotive Company

Voicemail transcription is not always accurate (mentioned in 7 reviews)

Score 8.6 out of 10

Google Voice is a VoIP solution ideal for use as a personal business number and for small teams with free wi-fi calling in the U.S. and Canada. Along with voice calls using the Internet, users have the option to use their mobile carrier service to make calls. Mobile applications are available for both Android and iOS devices, with free personal apps and business plans starting at $10/user/month. Users have access to a unique phone number, with numbers for a variety of areas codes available, to use for secure communication. Features include call forwarding, voicemail transcriptions that can be sent to the user’s email, online messaging, and multi-level auto attendant and deskphone support on higher tier business plans. As a Google service, it also integration with other G Suite products and Google Hangouts—which includes video conferencing capabilities.

Interested in learning more about Google Voice? Read reviews on TrustRadius.

Google Voice

PROS CONS

Great Fit For: Small business owners and small teams that need a simple and very cost-effective mobile voice solution. Well-suited for use as a personal business line for individuals that travel frequently, and need a secure way to contact clients and customers without using their personal phone number. Not well suited for companies that are looking for a VoIP provider that will allow them to quickly scale up to a UCaaS solution.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

IT & Services | 11

Computer Software | 10

Mktg & Advertising | 5

Higher Education | 5

Internet | 5

49%

24%

27%

100% think Google Voice delivers good value for the price.

91% are happy with Google Voice’s

feature set.

100% would buy Google Voice again.

96% think Google Voice lives up to promises made by the vendor

(4% were not involved.)

91% thought implementation

went as expected (5% were not involved).

Based on a survey of 22 Google Voice users.

18

Score 7.0 out of 10

8x8 X Series, formerly Virtual Office, is a unified communications platform that has voice technology at its core. The platform also includes video and audio conferencing, team messaging, collaboration tools, and contact center capabilities. Because not all individuals need the same level of access to all of these capabilities, 8x8 allows businesses to bundle these capabilities at the user level. This helps ensure that companies aren’t paying for products or services that will be underutilized by their employees. The voice piece of the 8x8 platform provides users with a unique number that can be used as a secure way to communicate with prospects, clients, and customers. Businesses can also set up multiple extensions so that one phone line can direct calls to different office locations.

Interested in learning more about 8x8 X Series? Read reviews on TrustRadius.

8x8 X Series

8x8 X Series helps me and my employees stay in contact with our clients whether we are in the office

or on the road. This allows us to continue our standard of service and support that our clients expect from us.

Verified User | Partner in Sales | Wholesale Company

Portability of business phone service (mentioned in 9 reviews)

The set up could be slicker, especially when configuring the hard wired phones.

Verified User | Administrator in Corporate Facilities Services Company

Initial set up can be difficult (mentioned in 5 reviews)

The customer service department is amazing and always there to help and guide you through

setting up the system… I love that there are multiple ways to speak with customer service,

ex. chat, phone, and a self-service support page.

Kristi S. | Office Manager | Health, Wellness and Fitness Company

Customer support (mentioned in 6 reviews)

A good VOIP experience relies on good connectivity, so it’s frustrating when your mobile phone network doesn’t give you a strong or fast enough signal for a seamless experience. This isn’t an 8x8 issue, but 8x8

are affected by the weak links in the chain.

Andrew S. | IT Director Logistics and Supply Chain Company

Call quality suffers if the internet is down (mentioned in 7 reviews)

PROS CONS

Great Fit For: Fast growing small and midsize businesses that need a professional and secure way to communicate with potential customers and clients. Great for companies that are looking to switch over from a traditional PBX system, or on-premise VoIP solution to a cloud-based business phone system. 8x8 is a good option for vendors that will need to scale up to a UCaaS platform, as their bundling options help facilitate this.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Health & Wellness | 8

Nonprofit Management | 8

Hospital & Healthcare | 7

Financial Services | 7

IT & Services | 6

33%

8%

59%

50% think 8x8 X Series delivers good value for the price (30% don’t know

how much it costs).

80% are happy with 8x8 X Series’s feature set.

60% would buy 8x8 X Series again.

70% think 8x8 X Series lives up to promises made by the vendor

(10% were not involved).

70% thought implementation

went as expected (20% were not involved).

Based on a survey of 10 8x8 X Series users.

19

Customer service is outstanding! They are always knowledgeable, trustworthy, and make sure to take

care of all of your needs; whether it’s resending an invoice for records, troubleshooting an issue, or

adding services, they make sure they listen, resolve, and think forward for their customers.

Sarah P. | Paralegal/Office Manager Legal Services Company

Great customer service (mentioned in 12 reviews)

Mobile app’s features/GUI can be polished a bit. Ability to add quick dial buttons would be great.

Jerry T. | General Manager & Product Development Automotive Company

Mobile application needs improvement (mentioned in 4 reviews)

Reliability—so far (3 months) the phone systems have worked and been reliable and

we haven’t had any major issues.

Verified User | Manager in Customer Service Warehousing Company

Call quality and reliability (mentioned in 7 reviews)

Get all the admin portals standardized. It’s still a bit confusing.... Add better admin restrictions. There are many situations where someone may need certain admin capability but not others. To have only super admin and admin is not good enough.... Everyone with admin capability can activate call monitoring and listen in on others’ calls which makes this a less secure platform.

Charles P. | President | Telecommunications

Admin portal needs more user controls (mentioned in 7 reviews)

Score 9.5 out of 10

From LogMeIn, Jive Hosted VoIP is a cloud-based business phone solution ideal for small to midsize businesses that can support up to 10,000 voice users. Users have access to an extensive feature set, including the ability to send and receive faxes as PDFs, ability to control call routing via the dial plan editor, unlimited voicemail and voicemail transcription, auto attendants, call analytics, and mobile and desktop applications. The full Jive Communications suite of products, called GoToConnect, is LogMeIn’s UCaaS offering. It includes other communication products like GotToMeetings, GoToWebinar, GoToRooms, Grasshopper, and more.

Interested in learning more about Jive Hosted VoIP? Read reviews on TrustRadius.

Jive Hosted VoIP

PROS CONS

Great Fit For: Small and midsize businesses that need an affordable, yet expandable voice solution with excellent customer service and technical support. Ideal for businesses that have a highly mobile or remote workforce. Companies interested in scaling up to a UCaaS platform can do so while staying within the LogMeIn ecosystem of products.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Telecommunications | 4

Education Management | 4

Construction | 4

Insurance | 3

IT & Services | 3

4%

21%

75%

92% think Jive Hosted VoIP delivers good value for the price.

85% are happy with Jive Hosted VoIP’s

feature set.

78% would buy Jive Hosted VoIP again.

77% think Jive Hosted VoIP lives up to promises

made by the vendor (8% were not involved).

69% thought implementation

went as expected (15% were not involved).

Based on a survey of 13 Jive Hosted VoIP users.

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The only issue about which I am aware of is the speed at which calls are redirected to an employee’s cell phone. In many cases the cell phone isn’t located very quickly at all, so

callers get sent to voicemail.

Verified User | C-Level Executive in Product Mgmt Chemicals Company

Delay for incoming calls and messages (mentioned in 3 reviews)

I love the voicemail text emails. I believe we pay a little extra, but worth every penny for those urgent calls while I am in a meeting.

David R. | Broker/Owner | Real Estate

Voicemail transcription capability (mentioned in 8 reviews)

Score 8.3 out of 10

Interested in learning more about Grasshopper? Read reviews on TrustRadius.

Grasshopper

Extremely user-friendly interface—even non-tech-savvy users can manage their

user setup and call handling on their own.

Trisha M. | President | Travel & Tourism Company

Easy to use interface (mentioned in 9 reviews)

PROS

Hard to think of anything to improve...having the voice-to-text that is an add-on service at a cheaper price would be great...Text is also an add-on service,

but works well, at least on iOS in my experience.

Verified User | C-Level Executive in Corporate Construction Company

Features are paid add-ons, not in the base plan (mentioned in 8 reviews)

CONS

Great Fit For: Micro businesses or small teams that need an affordable yet professional way for customers and clients to contact them, and the ability to set up call extensions. Especially well-suited for contractors, consultants, and companies with a highly mobile workforce (e.g. construction, real estate, and trade associations). LogMeIn offers their unified communications suite, GoToConnect, for companies looking to scale up to a UCaaS platform.

Small

Midsize

Enterprise

Reviewer Company Size Distribution Top 5 Reviewer Industries

Marketing & Advertising | 8

Construction | 4

Real Estate | 3

Consumer Goods | 3

Computer Software | 2

2%16%

82%

From LogMeIn, Grasshopper is a VoIP solution designed for micro businesses and small, mobile teams. Along with providing users with a secure phone number, businesses can set up both departmental and individual extensions using an auto attendant, with the ability to setup customized voice greetings for each extension. Grasshopper also includes voicemail transcription, business messaging, call transferring, inbound fax reception, and has both mobile and desktop applications available. Three pricing tiers are currently available, with the base plan offering 1 unique number and up to 3 extensions and extending up to 5 numbers with unlimited extensions on higher priced plans.

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