VoIP Provider Selection Guide

A comprehensive guide for small business owners choosing the right cloud hosted VoIP solution

Key Questions to Ask VoIP Providers

Pricing & Costs

• What is the monthly per-user cost and what’s included?

• Are there setup fees, activation charges, or hidden costs?

• How much do additional features cost?

• What are the international calling rates?

• Do you offer volume discounts for multiple users?

• What’s the cost for additional phone numbers?

• Are there overage charges for exceeding usage limits?

Features & Functionality

• What core features are included in the base plan?

• Do you provide auto-attendant and call routing?

• Is call recording available and what’s the storage limit?

• Can I get local numbers in multiple area codes?

• Do you support video conferencing and screen sharing?

• What mobile apps are available?

• Can the system integrate with our CRM or other business tools?

Technical & Support

• What internet bandwidth do we need per user?

• Do you provide Quality of Service (QoS) guarantees?

• What’s your uptime guarantee and SLA?

• What technical support hours do you offer?

• Do you provide free setup and configuration assistance?

• How do you handle system updates and maintenance?

• What happens if our internet goes down?

Security & Compliance

• What security measures protect our calls and data?

• Are calls encrypted end-to-end?

• Do you comply with industry regulations (HIPAA, PCI, etc.)?

• Where are your data centers located?

• What backup and disaster recovery measures are in place?

• How do you handle data privacy and retention?

• Can you provide security certifications and audit reports?

Migration & Scalability

• Can we port our existing phone numbers?

• How long does the porting process take?

• What’s required for implementation and go-live?

• How easy is it to add or remove users?

• Can we scale up during busy seasons?

• What’s the process for canceling service?

• Do you offer trial periods or money-back guarantees?

Reporting & Analytics

• What call analytics and reporting do you provide?

• Can we track call volume, duration, and costs?

• Do you offer real-time dashboards?

• Can we export data for our own analysis?

• What performance metrics can we monitor?

• Do you provide usage alerts and notifications?

• How detailed are the call logs and records?

Provider Selection Criteria

Evaluation Criteria	What to Look For	Red Flags to Avoid	Weight (1-10)
Pricing Transparency	Clear per-user pricing, no hidden fees, detailed feature list	Vague pricing, surprise charges, complex fee structures	9
Reliability & Uptime	99.9%+ uptime SLA, redundant infrastructure, proven track record	No SLA, frequent outages, poor network coverage	10
Customer Support	24/7 support, multiple contact methods, fast response times	Limited hours, offshore-only support, slow resolution	8
Feature Set	Comprehensive features included, regular updates, mobile apps	Basic features only, expensive add-ons, outdated interface	7
Scalability	Easy user addition/removal, flexible plans, multi-location support	Rigid contracts, minimum user requirements, poor growth options	8
Security	Encryption, compliance certifications, security audits	Poor security practices, no compliance, data breaches	9
Integration Capabilities	CRM integration, API access, third-party app support	Closed system, no integrations, proprietary formats	6
Migration Support	Free number porting, migration assistance, training provided	Complex migration, high porting fees, no support	7

✓ Pre-Selection Checklist

Essential Features to Evaluate

Core Communication Features

• Unlimited calling (domestic)

• Voicemail with email transcription

• Call forwarding and routing

• Conference calling

• Hold music and messages

• Caller ID and call waiting

Business Management

• Auto-attendant (virtual receptionist)

• Call queues and ring groups

• Business hours management

• Call recording and storage

• Do not disturb settings

• Extension dialing

Mobile & Remote Work

• Mobile apps (iOS/Android)

• Softphone desktop client

• Find me/follow me routing

• Remote phone registration

• Hot desking capabilities

• WebRTC browser calling

Ready to Choose the Right VoIP Provider?

Let ModernWorks help you evaluate your options and find the perfect hosted voice solution for your business.