Choosing a business phone system used to mean picking a handset and a line rental plan. Today, almost every option runs in the cloud, works on desk phones, computers and mobiles, and can connect to the tools your team already uses.
So the hard part isn’t finding a system with enough features. It’s choosing the platform that fits how your people work, without paying for capacity you don’t need.
This guide covers the features worth insisting on, how the main platforms compare, what drives cost, and what tends to suit small, medium and larger organisations. It’s based on the systems we set up and support for Australian businesses: Microsoft Teams Phone, Cisco Webex Calling, 3CX and UCXpress.
The short answer
There’s no single best business phone system. For most organisations, the right choice comes down to three questions:
- Where does your team already work? — If it’s Microsoft 365 and Teams, Teams Phone usually makes sense. If you already use Webex or Cisco handsets, Webex Calling does.
- How many people need a phone, and how many calls happen at once? — If lots of people need a phone but only a few are on calls at the same time, a system priced on simultaneous calls, such as UCXpress, can cost less than paying per user.
- How do you handle incoming calls? — Reception, queues, call recording and CRM integration usually matter more than the brand of the system.
Fixed line or VoIP?
In Australia, this decision has largely been made for you. Since the NBN rollout, traditional copper phone lines have been switched off in most areas, and business phone systems now run over the internet using VoIP (Voice over Internet Protocol).
VoIP carries calls as data over your internet connection. You keep your business numbers, but calls are no longer tied to a physical line or a desk. You’ll also see these systems called cloud phone systems, hosted PBX or virtual phone systems. They’re the same idea: the phone system lives in a data centre rather than in a box in your comms room.
Compared with an old on-premises PBX, a cloud phone system gives you:
- Calls wherever your people are — desktop and mobile apps mean staff working from home or on the road don’t miss calls meant for them.
- Easy changes — add or remove users, and change call flows, without rewiring or replacing hardware.
- Better call handling — queues, auto attendants, voicemail to email and call recording come as standard on most platforms.
- Less to maintain — no ageing PBX hardware, and fewer specialist technicians to chase when something breaks.
The trade-off is that call quality depends on your internet connection. Choose a business-grade connection, and ask your provider what happens to calls if it drops, for example diverting them to mobiles automatically.
Features every business phone system should have
Nearly every modern platform covers the basics. Use this list to check a system before you commit:
- Auto attendant (IVR) — greets callers with a menu and routes them to the right person or team.
- Call queuing — holds callers in order and passes them to the next available person, so calls aren’t missed when it’s busy.
- Call forwarding — sends calls to a mobile, another extension or a colleague when someone is away from their desk.
- Extensions for every person and team — so callers can reach people directly, wherever they work, and you can add more as you grow.
- Voicemail — for every user and team, ideally delivered to email so messages aren’t missed.
- Desktop and mobile apps — so a laptop or phone can be a full business extension.
- Internal chat — quick messages to colleagues alongside your calls.
- Call recording — for training, quality and record-keeping, with control over where recordings are stored and who can access them.
- CRM integration — caller recognition, click-to-dial and automatic call logging, so staff stop retyping caller details.
- Reporting — call volumes, missed calls and queue performance, so you can see what’s being missed.
- Reliable support — someone to call when the phones go down, and to change call flows when your business changes.
The real differences between platforms show up in reception and queue handling, reporting, and how well the system fits with the rest of your technology.
Comparing the main business phone systems
| Platform | Best for | How it’s priced | Worth knowing |
|---|---|---|---|
| Microsoft Teams Phone | Teams that already use Microsoft 365 and Teams for chat and meetings | Microsoft licensing per user. Included in Microsoft 365 E5, an add-on for other plans | Connects to the phone network through Operator Connect or Direct Routing |
| Cisco Webex Calling | Organisations with Cisco handsets, existing Webex users and multi-site setups | Webex Calling licences | Can be used from inside Microsoft Teams in mixed environments |
| 3CX | Businesses that want a software-based system, hosted in the cloud or on their own server | 3CX licence plus hosting or your own server | Apps for Windows, Mac, iPhone and Android. Existing 3CX systems can be taken over and supported |
| UCXpress | Replacing a legacy PBX, and teams where many people need a phone but few are on calls at once | Priced on simultaneous calls, with unlimited users. Lite, Essentials and Professional plans | Call centre features such as wallboards and queue call-back are built in |
Whichever platform you choose, you can add call recording, CRM integration or a reception console through phone system integrations.
How much does a business phone system cost?
Pricing varies widely between platforms and plans, so it’s more useful to understand what you’re paying for. The cost of a business phone system usually has five parts:
- Platform licences — charged per user (Teams Phone, Webex Calling) or per simultaneous call (UCXpress).
- Calls — pay-as-you-go rates, or a plan with included or unlimited calls. If you call overseas, check the rates for the countries you call most.
- Numbers — porting your existing numbers and adding new ones.
- Hardware — desk phones, headsets and conference phones. Many teams now use apps and need fewer handsets.
- Setup and support — designing call flows, porting numbers, training your team and ongoing support.
When you compare quotes, ask for a total monthly cost per user including calls, plus any one-off setup cost. Then check what happens as you grow: some plans charge for every user, others for call capacity.
Pay-as-you-go usually suits teams with low or unpredictable call volumes. Plans with included or unlimited calls suit teams that are on the phone all day. Our guide to choosing a business call plan goes into more detail.
The best phone system by business size
Small businesses
Keep it simple: reliable calling, an auto attendant, voicemail to email, and mobile apps so nobody is tied to a desk. If you’re already on Microsoft 365, Teams Phone keeps calls, chat and meetings in one app. If you’d rather pay for call capacity than per user, UCXpress Lite covers essential calling for small teams, with unlimited users.
Medium-sized businesses
As call volumes grow, call handling matters more than the handset. Look for multi-level IVR, call queues, call recording, reporting and CRM integration. UCXpress Essentials and Professional build these in. On Teams Phone or Webex Calling, integrations such as Red Cactus (CRM) and CallCabinet (compliance call recording) fill the gaps.
Larger and multi-site organisations
Consistency across sites, reception and contact centre capability become the priorities. Webex Calling suits organisations with several sites or an existing investment in Cisco. Teams Phone with Direct Routing gives the most flexibility for complex setups, including keeping existing carriers and analogue devices. For a reception console or contact centre inside Teams, ROGER365 adds skills-based routing and channels such as web chat and SMS.
Questions to ask before you switch
- Can we keep our existing numbers? — and how will the cutover be planned so calls aren’t lost?
- What happens if our internet connection drops? — do calls divert to mobiles, or to another site?
- How are emergency calls handled? — make sure 000 calls always get through, whatever your plan or call limit.
- Does it work with our CRM or practice management system?
- Where are call recordings stored, and who can access them? — this matters for firms with confidentiality and record-keeping obligations.
- Who supports the system, and when? — and is it the same team that supports the rest of your IT?
Getting help choosing
Because we set up and support Teams Phone, Webex Calling, 3CX and UCXpress, we can recommend a platform based on how your team works, rather than pushing a single product. We review your current system, numbers and call patterns, port your numbers with a planned cutover, set up call flows and train your team. Afterwards, your phones are supported through our 24/7 service desk, alongside your internet and IT.
See our business phone systems, or talk to us about your current setup.
Frequently asked questions
What is the best phone system for a small business?
The one that fits how your team already works. If you use Microsoft 365 and Teams, Teams Phone keeps calls in the same app. If you want low-cost calling with unlimited users, a hosted system priced on simultaneous calls, such as UCXpress Lite, is often a better fit. Either way, insist on mobile apps, an auto attendant and voicemail to email.
What is the difference between a VoIP phone system and a virtual phone system?
Very little. Both carry calls over the internet. “Virtual” or “cloud” usually means the system is hosted by a provider rather than installed on a server in your office.
How much does a business phone line cost?
It depends on the platform and plan. Most cloud systems charge either per user or per simultaneous call, plus call charges or a plan with included calls. Ask for a total monthly cost per user, including calls, so you can compare quotes fairly.
Can I keep my business number when I change phone systems?
Usually, yes. Existing numbers can be ported to a new system. A planned cutover means your numbers move without a gap in service.
Do we still need desk phones?
Not necessarily. Most platforms include desktop and mobile apps, so many staff only need a headset. Desk phones still suit reception, shared areas and people who prefer a handset.
