TrustRadius Top Rated
Today, we awarded the 2019 TrustRadius Top Rated badges for VoIP Providers. The TrustRadius Top Rated awards are the most trusted in the industry because they are an unbiased reflection of customer sentiment, based solely on user feedback and satisfaction scores. Top Rated awards are the voice of the market and are not influenced by analyst opinion, the vendor’s company size, popularity, or status as a TrustRadius customer.
VoIP providers offer technology that allows voice and other communication to be transmitted over the internet rather than over traditional telephone infrastructure. Businesses use VoIP solutions to communicate via telephone, video conferencing, and live chat. Common features of VoIP solutions include video and audio conferencing, interactive voice response (IVR) capability, call screening and recording, voicemail systems, and mobile access. Some providers may offer advanced features like integration with CRM systems, internet faxing, and ring groups. VoIP systems are often a component of comprehensive UCaaS solutions, which are intended to cover all communications needs for large enterprises. Some vendors offer both point solution VoIP tools and end-to-end UCaaS platforms.
Buyers of VoIP systems should consider their security and remote communication needs. Some businesses may need support for remote workers or communication with customers, which requires a quality streaming connection and reliable security. Other businesses may only require in-office communication, which can operate on internal networks and rely on existing security systems.
Here are the winners:
Jive Hosted VoIP is a cloud-based business phone system. It includes a visual web-based call routing manager and customizable dial plan scheduling. Users can set per-extension call flows, routing incoming calls to multiple phones in sequence until the call is answered. Jive also offers features like call recording, ring groups, hold music, call monitoring, multi-user calls, virtual faxing, voicemail-to-email transcription, auto-attendants, and call analytics. Jive’s mobile app gives users access to both call and text features when they’re out of the office. Small and midsize businesses make up equal portions (47% each) of Jive Hosted VoIP users on TrustRadius. Reviewers love Jive’s strong customer support, replacement of onsite hardware with virtual alternatives, and user-friendly experience.
“The ease of use is probably the number one case I can make for Jive. It is so simple to navigate their online platform and to create dial plans within a few minutes. Their drag and drop dial plan builder is fantastic. And I can change it on the fly and in a matter of minutes – without having to call a support center.”
– Tyler Collum | Corporate Director Of Human Resources | Hospitality Company
Google Voice is a free VoIP service focused on serving individual users. Upon signup, users get a new phone number that can be linked to existing mobile or landline numbers. Through Google Voice, users can send texts from both PCs and mobile devices, read and search voicemail transcripts, receive calls through Google Hangouts, and create personalized voicemail greetings. It also includes call screening, spam call blocking, and international calling features. A little over half (51%) of Google Voice users on TrustRadius are from small businesses. Reviewers highlight voicemail archiving and organization, integration with other Google products, and free price point as some of Google Voice’s best features.
“We started using Google Voice as a temporary phone solution while we got the business up and running. 6 years later we’re still using it…Small business owners and individuals looking for an affordable phone plan and a new number – this is the perfect solution.”
– Matthew Gehrman | Agency Principal | Insurance Company
UberConference is a VoIP solution designed for conference calling. Participants can access conferences from their computer or mobile device. Conference features include screen and document sharing, customizable hold music, in-conference user profiles with LinkedIn integration, call recording, and automatic dial-out to call participants when the conference begins. UberConference’s Salesforce integration enables users to schedule meetings from within Salesforce and view contact details in-conference. Users from small businesses make up a sizable majority (69%) of UberConference users on TrustRadius. Reviewers value UberConference’s automatic conference reminder feature, no-install usage, and intuitive UI for displaying call participants and current speakers.
“Automatic reminder calls through the system really help get everyone on the meeting, and since it’s entirely browser-based all you need is Chrome to conduct or join meetings on the computer, unlike many competing applications.”
– Sam Shearin | Chief Technology Officer | Hospital & Health Care Company
Cisco Unified Communications Manager is a VoIP and collaboration solution focused on serving large enterprises. It offers IP telephony, video communication, conference calling, ring groups, mobile access, call queueing, and instant messaging. Cisco Unified Communications Manager supports up to 80,000 users. It integrates with third-party solutions like Jabber and Webex Teams to help during platform transitions and ease communication with non-Cisco users. Almost half (48%) of Cisco Unified Communications Manager users on TrustRadius are from enterprise-level organizations. Reviewers highlight Cisco Unified Communications Manager’s granular customization, diverse integrations, and scalability for large enterprises.
“It plays fairly well in its own ecosystem (UCCX, IM and Presence, Unity) so the breadth of the ecosystem makes for a lot of functionality being available to you with adjuncts…If you are a large enterprise or a collection of entities looking for a central and consistent deployment, it is hard to argue against CUCM.”
– Verified User | Technician in Information Technology | Telecommunications Company
Jabber is a communications solution with VoIP capabilities. It offers instant messaging, group chat, voice and video conferencing capability, screen capture and sharing tools, and mobile access. Jabber integrates with Microsoft Outlook and other Office products and has an API that allows developers to create custom features and integrations. A majority (54%) of Jabber users on TrustRadius are from enterprise-level organizations. Jabber’s quick, lightweight usage, feature-rich instant messaging, and integrations with other productivity tools are commonly praised by reviewers.
“During my time at a prominent healthcare organization, we leveraged Jabber to reduce response times, allowing problems, incidents, difficulties, and project updated to be communicated quickly…We were able to contact our agents without disrupting their call flow and assist users to resolve issues quickly.”
– Deirra J. Footman | Network Engineer | Health, Wellness and Fitness Company
RingCentral is a cloud-based VoIP and communications solution. It offers features like call delegation and screening, intercom capability, rules-based call routing, internet faxing, voicemail-to-email transcription, task management, file-sharing, and video conferencing. For administrators, RingCentral leaves an audit trail to track changes, call logging and recording, multi-location management, and a dial-by-name directory for inbound calls. The software integrates with third-party software like Salesforce, ServiceNow, and Box. About half (51%) of RingCentral users on TrustRadius are from midsize companies. Reviewers appreciate RingCentral’s all-in-one communications platform, high-quality calls, and integrated task management and search tools.
“RingCentral gets the team out of their inboxes and away from text messaging. Keeping this kind of messaging separate allows for it to be better searched at a later date and keeps teams better organized. Video chatting in RingCentral also allows for minimizing a team’s technology stack, as there’s no need for two different platforms for messaging and video chat.”
– Kyle Moloo | Account Executive | Marketing and Advertising Company
Skype for Business is a web conferencing and collaboration tool with VoIP features. Users can invite others to voice and video meetings with instant messaging capability, collaborate on a virtual whiteboard, and share screens and files. Skype for Business also supports PowerPoint presentations, allowing the presenter to annotate, highlight, and point to elements in their slides. Integration with Microsoft Outlook gives attendees an option to join meetings from their calendar; users also have the ability to join meetings from a mobile app. Midsize businesses and enterprises make up a large majority (38% and 39%, respectively) of Skype for Business users on TrustRadius. Reviewers highlight Skype for Business’s automatic video cropping, overall ease of use, and robust presentation tools.
“The quality of voice and video is again top-notch. It’s good to see how they have included the face recognition and cropping capabilities in the video…Being able to drag people into meetings and share screen content all with full telephony capabilities has been a game changer for our organization.”
– Juan Vlieg | Technical Consultant | Information Technology and Services Company
Genesys PureCloud is a cloud-based unified communications solution focused on meeting call center needs. Its VoIP features include call forwarding, instant messaging, ring groups, call recording and analytics, rules-based call routing, and IVR. Genesys PureCloud allows administrators to manage the system and its users from a single interface. Integration with Salesforce enables PureCloud to associate calls with Salesforce contacts, and its API allows developers to design custom integrations with other products. Users from midsize companies make up a majority (53%) of Genesys PureCloud users on TrustRadius. Reviewers appreciate Genesys PureCloud’s frequent updates and new features, ease of onboarding, and intuitive IVR customization tools.
“PureCloud enables us to easily communicate in real time using text chat, voice, video, and more with nothing but a browser from almost anywhere in the world…For forward-looking organizations that are comfortable with technology and the changes that new technologies bring, PureCloud is a great fit.”
– David Currier | Senior Communications Engineer | Telecommunications Company
Congratulations to the winners of the Top Rated VoIP Providers Award!
Top Rated Criteria
Products included in the 2019 Top Rated VoIP Providers list must have been in the top tier of their category TrustMap as of March 15th, 2019. To qualify for the VoIP Providers Top Rated Award, products must have at least 10 reviews written within the past year, a TRScore of at least 7.5 out of 10, and must receive at least 1.5% of the traffic in their category. Every reviewer is verified and every review is vetted before publication. Products are plotted on the TrustMap based on end-user data, including users’ likelihood to recommend scores as well as buyer research patterns. To learn more about TrustMaps and Top Rated methodology, check out this page.