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SimpleVoIP

Available through IT Raven

  • Unified Communications
  • Contact Center and CX

SimpleVoIP is a hosted phone system provider that specializes in companies with many locations, such as restaurant and retail chains. Its core service is a fully managed cloud phone platform that replaces analog lines and on-site phone systems, with one portal showing the status of every site.

It has added a second product line on top of the calls themselves. Simple Intelligence transcribes calls and looks for missed sales, promises made to customers and shifts in caller mood. Smaller tools serve restaurants in particular: a screen that tells the host who is calling, and text messaging for curbside pickup.

Best for

  • Distributed businesses, from a few sites to hundreds, that want the same phone setup and one view across all of them.
  • Restaurants that take reservations, catering and takeout orders by phone.
  • Multi-store retailers and auto dealerships that lose sales when calls go unanswered or unreturned.
  • Healthcare practices, schools and gyms that want calls about appointments, enrollment and memberships tracked through to follow-up.
  • Microsoft Teams users who want to keep Teams as the dial pad and have someone else run the phone service behind it.

What they offer

Cloud Phone Systems. A managed phone platform with an auto attendant that routes calls by function, time of day, holiday schedule or open and closed status. Call Center Pro is its own application for queues and agents, with round robin and skill-based routing. The Microsoft Teams integration makes the Teams dial pad another phone on the SimpleVoIP system.

CX and Conversational AI. Simple Intelligence comes in three plans named Explore, Analyze and Action. All three include call transcription, automatic tagging and sentiment analysis, and the two higher plans add promise tracking. It connects to the systems a business already runs, such as a point of sale, a reservation system, a CRM or a health record. Caller Insight shows a restaurant host the caller's name, status and reservation as the phone rings. A curbside pickup tool adds two-way texting to an existing business number.

SimpleVoIP also lists SD-WAN connectivity, network aggregation and cost optimization. Those are delivered with partner companies.

Proof

Customer stories SimpleVoIP has published, told here without the customer's name.

A national childcare provider with about 300 locations serving 30,000 students. It kept its existing Polycom handsets and moved them onto SimpleVoIP's network. SimpleVoIP built per-site call flows with classroom-extension and site-to-site dialing, added a safety function that gives first responders each building's exact address, and set up emergency messaging that forwards a closed location's calls to another site.

A coffeehouse chain of nearly 300 locations. Facing a 30-day window to move off its previous provider before the contract auto-renewed, it had SimpleVoIP stagger the number ports, ship equipment with a self-install guide, and move almost all its stores onto the new service within three weeks without interrupting business.

SimpleVoIP also states a money-back guarantee on its managed phone service, and says message logging in its curbside texting tool is PCI compliant.

Good to know

  • The Teams integration needs a Microsoft Phone System license, which comes with Microsoft's E5 plan or is bought separately, plus a SimpleVoIP Teams license. Setup takes about an hour with your Microsoft administrator.
  • Teams users are added and removed through SimpleVoIP's portals and a support ticket, and the Microsoft console is not used for it. SimpleVoIP does not sell the Teams connection alone for customers who want to manage it all themselves.
  • At the time of its Teams sheet, texting, visual voicemail and fax inside the Teams app were listed as coming soon.
  • The curbside texting sheet dates from 2020. Confirm that tool is still offered.
  • The networking services come from partners. Ask who would deliver them and who you would call.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

    Add services and companies as you shop. No form stands between you and the shelf.

  2. 02

    We bring back real options

    A person shops the bench against your addresses, then walks you through what fits and what does not.

  3. 03

    We handle the order and install

    Paperwork, site survey, install dates, cutover night. You get one thread, not five vendors.

  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.