Best Multi-Line Business Phone System

Multi-line business phone services keep co-workers, companies and customers connected. Instead of busy signals, business owners choose how to manage calls when employees are engaged. The best multi-line business phone systems provide purpose-built features for specific industries or use cases, like collaboration or remote work. We researched over a dozen Voice over Internet Protocol (VoIP) platforms to identify the top-rated solutions. Our evaluation considered ease of use, call management features, pricing and more.

Prices for one phone number (which supports two or more simultaneous inbound and outbound calls) range from $15 to $45.95 monthly. Cloud-based multi-line phone services charge a per-user fee. Multiple employees will answer the phones at small brick-and-mortar businesses that need only a few phone numbers. Any person requiring a direct line or the softphone app installed on their mobile phone will need a license.

Most vendors use a tiered subscription model with higher-priced plans, including more advanced features and usage limits. Ooma, our top pick for small businesses, offers the best monthly flat rate. The monthly base plan is $19.95 per user; no contract is required. Dialpad delivers innovative voice intelligence features and, with annual prepayment, has the lowest monthly cost ($15 per seat).

However, Nextiva is the only provider offering 12-, 24- and 36-month agreements (no prepayment necessary). Retailers and healthcare practitioners can access top-tier features at significant savings by prepaying for 36 months. Nextiva is also the only vendor offering volume discounts for smaller businesses, whereas RingCentral’s pricing drops once businesses purchase 50 licenses.

Multi-line phone system providers may offer add-ons, like analytics and webinar packages. Many also sell or lease hardware. But most do not charge implementation fees or other upfront charges.

Multi-line business phone solutions provide dozens of tools for small companies, ranging from call handling features to collaboration capabilities. Functionality and capacity differ among vendors and subscriptions, but most services offer the following options.

Voicemail

Voicemail comes with all multi-line business phone services. However, the type of voicemail differs among vendors and subscriptions. Many VoIP providers offer visual voicemail. It displays key message details so users can decide which one to listen to first. Some companies transcribe voicemails so that you can read them on a softphone application.

Auto Attendant and IVR

An auto attendant greets callers and provides menu options, such as “Press 1 for sales.” Our top picks for multi-line business phone systems have virtual receptionist services. Some platforms support multi-level, or two or more, auto attendant systems. An interactive voice response (IVR) solution is more advanced.

IVR services may recognize spoken words and provide self-service tools. Many contact and call center systems use IVR for advanced routing and automation.

Call Transfer

The best multi-line phone systems support call transfer. A blind transfer refers to sending the caller to another team member without speaking to the co-worker first. Conversely, employees can select a warm or attended call transfer. In this case, they can inform their co-worker of any details (without the caller listening) before transferring the call.

Audio and Video Conferencing

Unlike conventional phone services, a cloud-based multi-line phone system supports audio and video conferencing. Business users can interact with clients and co-workers on one-on-one or companywide calls and meetings. Video tools may include advanced features such as AI-enabled transcriptions and summaries, presentation mode, and moderator controls.

Caller ID

This standard feature allows employees to see who is calling, even if they are currently on another line. With caller ID, your staff can put their current caller on hold to answer an important call or ensure they’re transferred to the right person.

Intercom or Paging

Multi-line business phone systems may offer IP (internet protocol) or analog paging and intercom functionality. An IP service lets users announce a message to ring groups or all connected devices. Some VoIP platforms also connect to analog hardware, like overhead speakers. These are perfect for large retail stores, warehouses and restaurants.

Desktop and Mobile Apps

Softphone apps turn computers, tablets and cell phones into full-fledged business phone systems. These allow your staff to make and receive calls, chat with co-workers, and view voicemails from anywhere with an internet connection. Softphone apps typically offer additional features like a contact database and call management functionality.

Consider several options when selecting a multi-line phone service for your business. Many reasonably priced options exist, so look beyond cost to find a solution that’s easy to use and helps your company achieve its goals. Follow these steps to choose a multi-line phone system.

List current business challenges and communication needs.

A cloud-based PBX system provides the flexibility of multiple lines without the headache of physical infrastructure and cabling. This means you can accomplish high-level goals with your communication services without a big budget. Think about issues plaguing your organization, like missed calls or ineffective meetings. How can the right multi-line business phone system make a difference?

Consider the following questions:

• On average, how many calls go unanswered or go to voicemail daily or weekly?
• Are employees using multiple applications for calling, video conferencing and texting?
• Do you or other team members need flexibility to answer calls outside the office?
• Have customers complained about long wait times or busy signals?
• Would a toll-free number increase customer trust in your business?

Identify must-have features.

The best multi-line business phone systems include basic VoIP features, like unlimited domestic calling and an auto attendant, with all plans. However, integrations with customer relationship management (CRM) programs or help desk software vary by vendor and subscription. Likewise, some work better for physical workplaces, whereas others are well suited for remote work.

Make a list of the features your company must have. Doing so will help you find the companies and subscription packages offering these tools. Then, you can make an apples-to-apples comparison.

Compare multi-line business phone services.

Once you know what you’re looking for, research vendors. Check out guides on the best business phone services for small businesses and look at user reviews. Remember to look at mobile app ratings, check the Better Business Bureau’s website and ask for opinions from those in your professional network. If you’ve narrowed your decision to a handful of companies, learn how they differ by checking out comparison guides, such as RingCentral vs. Ooma.

Tip: Go to the provider’s integrations page to see if your CRM service will sync to your business phone software. Review support documentation for instructions on how the integration works and what functions are supported.

Test VoIP platforms via demos and trials.

Now, it’s time to get into the fun part. Gather your team together for online demonstrations. Schedule calls with various vendors, and have a list of questions ready. This is your time to pick their brains and get your questions answered. Take advantage of free trials and test each feature. Involve administrators and phone users.

For example, an IVR system should seamlessly route callers to the right person or queue. On the back end, your administrators should find it relatively easy to build and design the IVR system.

Request feedback from decision-makers and end users.

After completing testing, request feedback and listen to the pros and cons. At this point, you should have interacted with the vendor’s customer support teams, tested various features and figured out your total costs. Decide how long it will take to implement and train employees, then determine which multi-line business phone system will give your company the greatest return on investment.

The highest-rated multi-line business phone systems do more than facilitate voice calling. They support your company’s high-level objectives, from improving customer support to increasing efficiency. Learn how upgrading your phone service can benefit your organization.

Cost-Effective

Previously, having multiple phone lines was simply unaffordable for many small businesses. It required a steep infrastructure investment for a complete PBX system. Instead, companies would opt for a two- or four-line service.

Cloud-based multi-line systems do away with these hefty costs. The vendor maintains the physical servers and wiring. All you need is an internet connection and smartphones, tablets or computers. One business phone number supports several simultaneous incoming and outbound calls.

Improve Caller Experiences

Let’s face it. Consumers haven’t gotten more patient over the years. A busy signal frustrates them. With a multi-line phone system, you can design caller experiences that work for your business and callers.

An auto attendant greets callers automatically and then rings your employees’ phones. You can put them in a waiting queue if they don’t pick up. This queue can have on-hold music or promotional messages. In some cases, you can offer to call them back or send them to voicemail. Employees can also see who is calling with CRM integrations, and even if they’re on another line, they can send a quick text to a dear customer to let them know that they’ll call back as soon as possible.

Increase Employee Productivity and Collaboration

Task and app switching breaks concentration. And working remotely has its own set of challenges. A multi-line phone system provides the flexibility to support modern working environments. AI-powered tools keep teams focused in meetings. Let AI take notes, automatically capture task assignments and summarize key points.

Warm call transfers allow team members to brief a co-worker or supervisor before handing off a caller, ensuring a flawless customer experience. Integrations and browser extensions mean users don’t need to switch apps to answer phone calls or text messages. All of these things lead to increased productivity and team collaboration.

Centralize Communications

Many small businesses cobble together several cloud-based tools to communicate. These may include video meeting software, audio conferencing services, email, mass text marketing tools and chat messaging programs like Slack. This can get messy and hard to keep up with. Many multi-line phone services are unified communications (UC) systems.

A UC platform puts most of your communication methods on one integrated system, from internet fax to team messaging. It’s accessible from anywhere with an internet connection via mobile and desktop apps.

Boost Visibility Into Business Operations

A multi-line business phone system provides call logs and analytics. With details about call volumes and missed calls, leaders can improve scheduling and hiring decisions. Historical data helps with seasonal planning, whereas insights about employee usage can signal who needs further training.