VoIP Providers In New Zealand: How To Make The Right Call

If you’re looking for a VoIP provider in New Zealand, you’ve come to the right place. This article is a handy guide to all things VoIP in New Zealand: what VoIP is, the benefits of switching to VoIP, and a comparison of the top five VoIP providers in the country. Let’s begin by answering a few common questions. 

What is a VoIP phone? 

If you're not familiar with what VoIP is and how it works, don't worry. You're not alone. 

We’re about to break it down for you in this brief overview. If you’re looking for a more detailed explanation of what VoIP is and how it works, then we’d recommend reading What Is a VoIP System? 

Let’s start with the basics.

What does VoIP stand for? 

VoIP stands for ‘voice over internet protocol.’ It’s also known as IP telephony. Put simply, it’s a phone system that works over the internet instead of through a bunch of cables. 

VoIP differs from the traditional telephony systems that are still used by many businesses today. Have a look at the handset that your customer-facing teams are using to make calls. Is it a bit clunky? Is it attached to a cradle with cables? If so, then it’s what’s known as the POTS - the Plain Old Telephone System. 

How the Plain Old Telephone System works

The Plain Old Telephone System (or POTS) runs on the Integrated Services Digital Network (ISDN), which is the traditional telephone network for landlines. It works by transmitting voice as electrical signals over a physical network of copper wires. 

PBX systems and how they work 

Many offices prefer to make use of a private branch exchange (PBX) telephony system. This system also features traditional phone cables along with a PBX server that’s housed in the office. PBX systems offer useful features such as voicemail, call forwarding, call waiting, caller ID and call conferencing: features that are essential to ensuring the smooth operation of most offices. 

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How does VoIP differ from traditional telephony systems? 

So, what’s all the fuss about VoIP? VoIP telephony offers businesses everything that POTS and PBX systems offer - and much, much more.

There are three different types of VoIP setups: 

1. IP PBX, which is a combination of PBX and VoIP that can be a cost-effective solution for businesses that have purchased a PBX system but want to enjoy the benefits of VoIP 

2. Hybrid VoIP telephony solutions which combine cloud and PBX technology (like SIP trunking)  

3. Fully virtual VoIP telephony 

With a virtual VoIP telephony system, all you need is a stable internet connection and cloud-based phone system software that is suited to different goals. For example, you can:

• Boost team productivity and performance with features that enable flexibility and autonomy and strengthen internal communication 

• Unburden IT teams with a virtual telephony system that requires less maintenance, saves time, and frees ops teams up to focus on capacity planning and performance evaluation 

• Implement an instant, strategic cost-effective measure and reinvest the savings into growth incentives - an especially effective approach for SMEs that need to “save-to-thrive” in order to compete.   

There’s no need for desk phones, complicated cables, or any kind of extra hardware. Quality VoIP providers offer what’s known as a softphone. As the name suggests, this is not strictly a piece of hardware - it simply refers to a system that allows you to make and receive calls using a dedicated app on an internet browser or device, like a laptop, tablet, or mobile phone. 

So far, it might sound as if VoIP is just like POTS, but with the internet instead of cables. This is not the case! There are countless other benefits for New Zealand-based companies to choose a VoIP telephone provider over a more traditional option.

What are the benefits of using VoIP in New Zealand? 

According to this 2021 report by Infometrics, some of New Zealand’s top contributing industries to the GDP include: 

• Professional, Scientific, and Technical Services (the top contributor, coming in at 8.8% of the national GDP) 

• Financial and Insurance Services

• Information, Media, and Telecommunications

If there’s anything that professional, financial and telecommunications services have in common, it’s this - communication is key to success. VoIP solutions can refine communication strategies and secure your spot in the top-performing industries in the country by equipping teams with a distinct competitive advantage. 

Scale more meaningful conversations with more prospects and customers  

VoIP makes it possible to scale more meaningful conversations with customers and prospects without increasing the admin and logistics required to achieve the same outcomes with unreliable, high-maintenance traditional telephony. 

More than voice: VoIP is a comprehensive communications system

If your daily operations rely heavily on phone interactions, then a traditional phone system might fulfil at least some of your communication needs. But, more and more businesses are making the switch from POTS to VoIP because communication needs are rapidly evolving - and New Zealand businesses are no exception. 

With VoIP, the full suite of internet communication opportunities is at your fingertips. You can place calls from anywhere in the world. You can also integrate email, text, and chat functions to create a unified communications system that serves both your team and your customers. 

Enjoy near-limitless features and integration options 

A major benefit to switching to VoIP is that you can integrate your cloud-based phone system seamlessly into your CRM system. Not only will this add greater sales and support customer insight, but it’ll also automate much of your teams’ CRM admin between calls.

VoIP also offers all the same features favoured by PBX users: voicemail, call forwarding, call waiting, conference calling and more. When you make the switch to a VoIP provider, you’ve got nothing to lose and a world of cutting-edge communication solutions to gain. If you’re still unsure about making the switch, read these frequently asked questions about VoIP to help you make your decision. 

How to choose the right VoIP service provider for your business 

Now that we’ve made the case for making the switch to VoIP, it’s time to consider which New Zealand VoIP provider is the best fit for your business. To help you begin this important decision-making process, we’ve compiled a list of criteria that you’ll want to consider when browsing for a VoIP provider. 

Unrestricted access to essential integrations 

One of the most significant benefits of adopting a cloud-based telephony system is the fact that you can integrate it into your CRM and any business tools that your team uses to boost productivity, manage sales and communicate efficiently with each other and with customers. 

But, not every VoIP provider in New Zealand offers equal access to their library of integrations. Generally speaking, the more integrations you want access to, the more you’ll have to pay. So, when you’re investigating a VoIP provider, you’ll want to answer two questions. Does this provider give me access to the integrations that will serve my business? Is this access going to cost me extra?

Features that go beyond the call of duty  

The right VoIP provider is going to offer you a cloud-based phone system that can do everything your PBX does already and more. Features like call forwarding, voicemail, Interactive Voice Response, and extensions are part and parcel of any phone system designed for the modern workplace. 

But what you’re really looking for is a cloud-based business phone that goes above and beyond the call of duty. Be on the lookout for standout features like call whispering, which allows you to listen in and offer guidance to team members without the customer knowing about it. 

Security, support, and reliability 

Downtime and dropped calls can spell the downfall of a business, so your VoIP provider must deliver quality assurance in that department. But security isn’t won by quality assurance alone. When you select your VoIP provider, you should do so knowing full well that your data is in safe hands. 

Finally, you want a VoIP provider that is going to offer you expert support every step of the way. Your new communications system should be easy and intuitive to install, but you’ll also want to select a provider who you can rely on to answer the phone and troubleshoot any issues before they develop into full-blown headaches. 

The 5 best VoIP service providers in New Zealand 

Aircall 

Aircall is the IT-approved VoIP solutions provider that empowers you to have better business conversations. Unlike most competitors in the New Zealand market, Aircall equips clients with an ever-expanding ecosystem of 100+ essential integrations, even on the entry-level payment plan. 

Business leaders can’t afford to drop the ball, which is why Aircall won’t drop your calls. With consistent 99.95% uptime, Aircall delivers optimal call quality and no dropped calls. Even when the strength of the network fluctuates, the Opus codec ensures 24/7 business continuity. 

Call quality and continuity is not the only thing you can rely on Aircall for. When you partner with Aircall as your VoIP provider, you’re handing over your data to a provider that you can trust. Protecting customer data is Aircall’s main priority, which is why we adhere to industry-leading security practices and data encryption methods.

Finally, Aircall offers its clients unmatched customer support. Aircall understands that, in any business, communication is key. When you call Aircall’s customer support, you’ll receive the personal attention of a qualified expert who can answer any questions that you may have as quickly as they pop into your head. Unlike most competitors, Aircall also offers free training to your team, so you don’t have to waste time on hold while your coworkers scramble to decode a new VoIP system. 

Looking for a VoIP phone system in Auckland? Aircall has you covered.

Aatrox Communications NZ 

Aatrox Communications is a New Zealand-owned and operated Session Initial Protocol (SIP) trunk provider licensed by 3CX. SIP trunking is a protocol that makes VoIP calls. 

Although Aatrox is a VoIP provider, they specialise specifically in connecting traditional telephony networks to the internet. Aatrox also utilises quality hardware for its VoIP phone systems. So, if you’re in the market for a hybrid VoIP solution, then it might be worth exploring Aatrox. 

Aatrox’s mobile VoIP business phone systems and cloud services are best suited to small businesses and homes. Therefore, if you are looking for an agile VoIP solution that can accommodate the growth and evolution of your business, then you may wish to consider another alternative. 

KiwiVoIP

KiwiVoIP is a 3CX partner specialising in setting up cloud-hosted PBX systems as well as on-premise and hybrid solutions. Their VoIP solution promises crystal-clear telephone services on a dedicated fibre-optic network connection to your office. If you’re in the market for a simple VoIP solution that features local New Zealand numbers, a handful of lines, and number porting, then you should add KiwiVoIP to your shortlist. 

But, if you’re looking for a New Zealand VoIP solution with a few more bells and whistles, you may wish to keep looking. While KiwiVoIP’s strength may lie in the simplicity of its offerings, its VoIP solutions are best suited for businesses that are simply looking to upgrade an existing PBX system. 

VoipLine Telecom 

VoipLine Telecom is a telecommunications company offering hosted PBX solutions, SIP trunking, and cloud-based call centre solutions. VoipLine Telecom differentiates itself from numerous New Zealand-based competitors by offering features like real-time call monitoring, a call queue wallboard, and integration with Microsoft Teams. 

If you’re in the market for a VoIP provider with a more robust offering of cutting-edge features, though, VoipLine Telecom might not be the perfect fit. Other VoIP providers offer a more diverse bouquet of features to optimise workflows, boost productivity and elevate CSAT scores.

Kiwi Internet and IT 

Like many of its Kiwi competitors, Kiwi Internet and IT offers no-fuss and no-frills VoIP and cloud-based PBX solutions. Kiwi Internet and IT’s hosted PBX system includes features such as an auto-attendant, call forwarding, simultaneous ringing, voicemail-to-email, and more. Kiwi Internet and IT also offers clients the Bria softphone as well as VoIP hardware options. 

Although Kiwi Internet and IT offers a wide range of VoIP services, their business tools and CRM integrations may be too limited for some organizations. Nevertheless, if your business requires little more than a VoIP business phone system, then this just might be the provider for you.

When it comes to VoIP providers in New Zealand, your business has a host of options to choose from. Think you’re ready to make a call? Then Aircall can’t wait to hear from you. Enjoy a vast ecosystem of integrations, a generous offering of industry-leading features, and unparalleled customer support - all free for seven days.