Which multi-line phone systems will work for you? Calculate your potential ROI

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As you scale your sales and support operations, communication gets more complex. More team members, higher call volume, and mounting expectations mean the tools you choose have a direct impact on productivity and performance.

One of the biggest decisions growing teams face is how to manage multiple phone lines without adding unnecessary cost or complexity. Should you stick with a traditional PBX (Private Branch Exchange) setup or move to a cloud-based multi-line VoIP system?

This article breaks down the differences, from features to costs, to help you choose the best option for your business. And with our ROI calculator, you can estimate exactly how much time and budget you could save by switching to a cloud-based system like Aircall.

Key takeaways

1. Cloud-based phone systems are faster to deploy and easier to manage than traditional setups, with no hardware, wiring, or IT expertise required.

2. They offer lower upfront costs and scalable pricing, making them ideal for growing teams and remote-first businesses.

3. Hosted systems come with native integrations, AI-powered features, and remote accessibility, improving productivity and customer experience.

4. Unlike traditional systems, cloud solutions like Aircall reduce IT dependency and eliminate costly maintenance and upgrade cycles.

5. By switching to a hosted VoIP system, businesses can drive ROI through lower costs, better performance data, and smarter, faster conversations.

On-premise vs. cloud-based: Which works for you?

Choosing the right multi-line phone system starts with understanding how traditional and cloud-based options compare. Here’s a breakdown of the key differences to help guide your decision-making.

Traditional multi-line phone systems

Traditional multi-line phone systems use physical infrastructure to manage multiple phone lines through analog signal transmission or PBX setups. These systems allow users to manage multiple incoming calls, transfer them between extensions, and manage basic call routing through physical desk phones.

They’ve long been the standard for businesses with in-office staff, as they offer reliable voice quality and core calling features like voicemail and call forwarding. 

However, they come with certain limitations: setup often requires professional installation, hardware investments, and on-site IT support. Scalability is also restricted, as adding users or locations means more equipment and wiring.

For growing businesses or hybrid and remote teams, these limitations can quickly become roadblocks to flexibility and cost-efficiency.

Hosted multi-line phone systems

A hosted (or cloud-based) multi-line phone system runs entirely over the internet using Voice over Internet Protocol (VoIP) technology. Instead of physical wiring or in-house servers, these systems use virtual extensions managed through a cloud-based platform. 

This setup allows users to make and receive calls, transfer between lines, and monitor availability without requiring any physical infrastructure. Businesses can scale and add users instantly or connect remote team members from anywhere with an internet connection.

Advanced features like call recording, call queuing, and call tags are often included in hosted multi-line phone systems. And integrations with CRM and helpdesk software means calls, recordings, comments, and tags are automatically logged in your service and support platforms, meaning less manual work and smoother customer experiences. 

Additionally, tools like Aircall offer advanced AI-powered features, such as AI Voice Agent to answer common caller questions and take pressure off your agents, and AI Assist, which automatically generates  call summaries, extracts key insights, and surfaces next steps. 

With fewer IT dependencies and built-in intelligence, cloud phone systems are ideal for fast-growing teams looking to improve productivity and customer interactions while staying agile.

Cost breakdown: Where the real savings lie

You want long-term value from your business phone system. Traditional business phone systems often come with high upfront costs for hardware, including desk phones, PBX servers, and physical phone lines. These systems also require ongoing investments in licensing, software upgrades, and maintenance contracts.

You’ll often need in-house IT staff or external support to manage updates, troubleshoot issues, and add users. And when it’s time to scale, costs rise fast; each new location or team member means more physical infrastructure and a time-consuming setup. Downtime during maintenance adds further risk, as outages impact customer service and result in lost revenue.

A cloud-based phone system reduces or eliminates many of these expenses. With a VoIP system, there’s no hardware to install, no complex maintenance, and no need for dedicated IT resources. 

Pricing is typically based on the number of users, with rates starting at just $30/month per seat with Aircall, for example. This flexibility makes it easy to scale as your business grows, and enables you to add users without having to worry about the costs of downtime. 

You also benefit from lower call charges, reliable call quality, and built-in software integrations that reduce manual work. The result? Lower overhead and a more efficient communication stack that grows with your team.

The real ROI of hosted multi-line phone systems

Investing in a hosted multi-line VoIP phone system delivers far more than just lower installation and maintenance costs; it drives real business outcomes across your business. 

Key ROI drivers include:

• Productivity gains through AI-powered features like call summaries, intelligent call routing, and post-call automation.

• CRM integrations that reduce manual entry and keep customer relationship management data up to date.

• Sales and revenue growth from faster lead follow-ups, more relevant interactions, and shorter sales cycles.

• Improved customer satisfaction thanks to fewer missed calls, smoother support experiences, and decreased time to resolution (TTR).

• Reduced need for IT resources as teams can manage users, workflows, and settings without technical support.

• Faster onboarding and scalability to get new hires up to speed in minutes and support growth across multiple locations.

See how Aircall helped Sales Confidence dramatically increase productivity and outbound activity. Read the case study. 

ROI calculator: Estimate cost savings by switching to a hosted solution

Wondering what a hosted multi-line phone system could save your business? Use our interactive ROI calculator to see how switching to a cloud-based solution like Aircall can reduce costs and improve productivity across sales and customer support teams.

How to choose the right cloud-based phone solution

Choosing the right cloud-based business phone system starts with understanding your team’s needs. Use these tips to make an informed decision and choose a system that can support your business both now and in the future. 

1. Define your team size and call volume: Start by estimating the number of team members who require access and the average daily call volume they’ll manage. This helps you choose a system that fits your budget while supporting your call activity. 

2. Identify and prioritize integrations: Ensure the phone system connects seamlessly with tools you already use, be it Salesforce, HubSpot, Zendesk, Pipedrive, or Slack. This reduces manual work and improves customer relationship management.

3. Evaluate scalability needs: Look for solutions that can easily grow with you, whether that means adding users, locations, or new communication channels like live chat or WhatsApp.

4. Review support and uptime guarantees: Check for clear SLAs and 24/7 support options. A reliable provider should guarantee call quality and fast issue resolution.

5. Compare pricing models: Understand whether pricing is based on users, lines, or bundled features, and what’s actually included in each tier.

6. Test for yourself before committing: Ideally, you’ll be able to get hands-on experience with a free trial to ensure the platform is intuitive, flexible, and meets your needs before committing.

See for yourself how Aircall can help you provide better call outcomes without putting more pressure on your team. Try for free for 7 days. 

Aircall: The smarter multi-line phone system that delivers real ROI

Aircall’s cloud-based multi-line phone system is designed for growing sales and support teams. It eliminates the limitations of traditional setups to help businesses achieve more with less effort, decreased overhead, and minimal training.

But Aircall is more than just a business phone. AI and conversation intelligence tools and an AI Voice Agent give you the insights and agility you need to scale your support and sales operations without expanding your team. 

Most importantly, Aircall is incredibly easy to set up and use, meaning you don’t need extensive IT resources to quickly implement a multi-line phone system that delivers real ROI. 

“When it comes to technology, everybody touts themselves as the simplest, the easiest to use, or the fastest to set up,” says Sales Confidence CEO and Founder James Ski. “We quickly realised Aircall could support these claims; it came straight out of the box and into our business.”

Whether you’re looking to reduce manual work, improve customer experiences, or close deals faster, Aircall helps you build better conversations. 

Achieve more with virtual agents, AI-driven insights, and automation. Try Aircall for free for 7 days. 

Frequently asked questions about multi-line phone systems

What is a multi-line phone system?

A multi-line phone system enables businesses to simultaneously handle various calls and lines. It creates a shared internal network with individual extensions, allowing teams to manage high call volumes without missing calls or experiencing busy signals.

How do you handle multiple phone lines?

The easiest way to handle multiple phone lines is with a cloud phone system. These platforms manage multiple lines by automatically routing calls to available agents. With features like auto attendants, interactive voice response (IVR), call queues, and even AI voice agents, you can ensure no incoming calls are missed, even during peak times or outside business hours.

How do you transfer calls on a multi-line phone system?

With a multi-line telephone system, transferring calls is quick and seamless. Users can transfer calls between team members using desktop apps or mobile devices, helping keep customer conversations fluid, professional, and uninterrupted. 

What do you call a phone that has multiple lines?

A phone that supports multiple lines is often called a multi-line phone system. These can be physical desk phones or software-based apps. They’re designed to manage several calls and lines at once, making them ideal for busy sales or customer support teams.

How does a multi-line phone system benefit sales teams?

With a multi-line phone system, sales teams can respond to leads faster, manage call activity more efficiently, and integrate seamlessly with tools like CRMs. And features like click-to-dial, call logging, and power dialer help reduce manual work and shorten sales cycles, leading to better results with less effort.

How does a multi-line phone system benefit support teams?

Multi-line phone systems enable customer support teams to handle more calls with less pressure. Smart routing, call tagging, and helpdesk integrations improve resolution speed and service quality. Integrated analytics and coaching tools help managers optimize performance, while customers benefit from faster, more consistent support experiences.

Published on August 29, 2025.