What to Look for in a Modern VoIP System: The Smart Business Checklist

Jack Royle
6 days ago
3 min read

VoIP has come a long way since the early days of choppy audio and mysterious dropouts. In 2025, a modern cloud-based phone system should be a powerful, seamless extension of your business—not something you fight with. So if you're reviewing options or wondering if your current setup is holding you back, here’s what a smart, modern VoIP solution should look like.

The Basics (Still Matter)

Let’s get the fundamentals out of the way first. Any decent VoIP system should include:

IVR (Interactive Voice Response): Press 1 for sales, 2 for support—yes, still essential.
Call recording: For training, compliance, and "he said/she said" moments.
Voicemail to email: Obvious, but surprisingly still not standard everywhere.
Call queues and hunt groups: No one likes to wait, but when they must, make it smart.
Music on hold: Preferably not an off-brand panpipes version of ‘Greensleeves’.

These are non-negotiables. If your provider can’t deliver these without a hiccup, it’s time to move on.

Beyond the Basics: Modern Expectations

Now here’s what separates the old-school VoIP from a truly modern communications platform:

1. AI Transcriptions and Summaries

We live in the era of AI—your phone system should too. Look for systems that:

Transcribe calls in real-time (with decent accuracy)
Provide summaries of conversations, ideal for busy sales or support teams
Use AI to flag follow-up actions, highlight key topics, or even assess sentiment

This isn’t just a gimmick—it’s a productivity boost that makes your teams sharper and your customer experience better.

2. Work Anywhere: Desktop, Mobile, and Handsets

You want options:

Desktop app: Ideal for in-office and remote teams alike, especially with integration to other apps.
Mobile app: Your team should be able to handle calls, messages, and voicemails on the go.
Traditional handsets: Still relevant, especially in reception areas or for users who just prefer them.

Everything should work seamlessly no matter the device or location—and no complicated setup.

3. No On-Prem Hardware (Please)

No on-site PBX. No Raspberry Pi under the desk. No box labelled "DO NOT TOUCH" in the comms cupboard. A modern VoIP system should be fully cloud-hosted. You log in, you configure, and you go.

And definitely no dependency on the likes of 3CX-style installs that need fiddly on-prem components or edge gateways to work properly.

4. High Uptime & Resilience

You need a provider who proves their reliability:

Published uptime SLAs (99.999% if they’re serious)
Global datacentre redundancy
Failover call routing if your main office loses internet
Transparent status pages

It’s a business-critical system—treat it like one.

5. Short, Sensible Contracts

You're a modern business. You want flexibility, not shackles. The best providers offer:

Month-to-month or 12-month plans
Scaling up or down without penalty
Transparent pricing (ideally no "per-feature" bolt-ons for basics)

If they need you to commit to 5 years, it's probably because they know you’ll want out long before that.

6. Open APIs and Integrations

You want your phone system to talk to your other systems—literally and figuratively.

Integrate with CRMs like HubSpot, Salesforce, or Pipedrive
Pipe transcribed data into ticketing systems
Trigger workflows when calls are made or received

Look for providers with proper REST APIs, Zapier integration, or direct app support for your stack.

7. Security and Compliance

Don’t overlook this. A modern VoIP system should:

Encrypt all calls and data in transit
Comply with relevant standards (e.g. GDPR, ISO 27001)
Offer role-based access and admin controls
Have call audit logs and user activity reports

You don't want your client calls being intercepted on a dodgy Wi-Fi network in the staff room.

In Summary

A modern VoIP system should be cloud-native, flexible, intelligent, and easy to use. It should fit the way your team works—whether that’s in the office, on the move, or from home—and help your business stay connected and responsive at all times.

If your current setup feels clunky, locked down, or stuck in 2012, it might be time to switch to something more modern. Your phones should work as hard as your team does—without getting in the way.