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Virtual PBX Vendors: Sorting the Good from the Bad

November 11, 2013

By Susan J. Campbell - Virtual PBX Contributing Editor

The evidence is indisputable – implementing Voice over Internet Protocol will reduce your telecommunications costs and can streamline operations. This reality has been proven time and again, making the technology one of the most highly demanded in the global market. With that demand comes opportunity, as well as new vendors seeking to capitalize on it. How do you identify the quality virtual PBX provider over the fly-by-night operation sure to be gone tomorrow?

Fortunately, there are publications that have already done the work for you. has published its list of “The Good, the Bad and the Ugly” when it comes to virtual PBX. To earn a designation on this list, vendors were reviewed based on their service plans, pricing plans and reviews. One virtual PBX provider landed at the top, while many others are worth avoiding.

According to this list, Nextiva is the top “Good” vendor to consider when implementing VoIP. ranked the company the best in terms of customer service and support, while also giving it high marks for service plan value. Nextiva is also given a nod for granting as much homepage space to the service department on its website as it does the sales department.

The service center is based in the U.S. and 95 percent of its calls are answered by the second ring. Agents are trained to make your business their first priority and not focus intently on your phone. There is no blaming the other guy when a problem is identified and you’re guaranteed little to no hold time.

Those vendors who find themselves in the “Bad” category tend to be perpetually stuck in the growth phase where they are more concerned with building their book of customers than delivering value to the ones they already have. Such providers tend to focus solely on the sale and finding a customer service number takes several clicks deep into the website to find. This is a clear indication that it’s wise to run the other way.

Now the “Ugly” category is again claimed by only one vendor – MagicJack. This provider appears to be the most widely panned VoIP application on the Internet. The company’s sheer reach in the industry, with its $40 device and $5.99 per month plans for unlimited international calls, make it a prime contender for problems.

MagicJack has already sold millions of units, yet customer service tends to be lacking. If you need the slightest bit of help with setup or support, it appears it’s hard to come by with this vendor. Just like anything else you may buy for your business – if it looks too cheap to be of value, there’s a chance you’re right.

Do your homework and review lists like the one mentioned here to get a clear understanding of what the industry is saying about a particular provider. Then, do your own investigations by comparing service offerings, reading reviews and talking to current clients. If you don’t like what you see or hear, keep looking.

According to this list, Nextiva is a great bet for virtual PBX, but vet them before you make your final decision. If they live up to the list, you’ve made a great choice.

Edited by Alisen Downey


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