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What is the best small business phone system in 2026?

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Phone Systems

What is the best small business phone system in 2026?

For most Australian small businesses, the best small business phone system in 2026 is a cloud-based VoIP system with business numbers, extensions, call routing and mobile access. It gives you professional phone features without the cost and maintenance of a traditional phone server.

The right choice still depends on your team size, office setup and how much control you want. A solo operator may only need a virtual number and mobile app. A growing team may need desk phones, call queues and shared visibility. A larger or specialist business may need a hybrid or on-premise system.

This guide compares phone systems by system type and business size. It does not compare named providers. For that, see our guide to choosing a business phone system.

Which phone system is best for a small business?

A hosted cloud VoIP system is usually the best fit for a small business because the phone platform is managed off-site and can be used from desk phones, computers and mobiles. It is especially suitable for teams that are growing, working across locations or do not want to maintain phone hardware.

Cloud phone systems use your internet connection to carry calls. They can provide features such as auto-attendants, voicemail, call forwarding, ring groups, call recording and mobile apps. A cloud VoIP phone system can also make it easier to add or remove users as your business changes.

The best system is not necessarily the one with the longest feature list. It is the one that gives customers a clear way to reach your team, keeps calls working during everyday disruptions and is simple for staff to use.

Australian businesses should treat reliability and support as buying criteria, not afterthoughts. In ACMA research, 98% of businesses said reliable telco services were important, while business internet and phone faults remained common. ACMA’s business telco research, published in 2020 and still available as a useful benchmark, found that 40% of businesses with a business phone service had experienced an issue or fault.

What are the main types of business phone systems?

The main options are cloud VoIP, virtual phone systems, on-premise PBX and hybrid systems. The table below shows which type generally suits each business situation.

System type How it works Best for Main strengths Watch-outs
Cloud VoIP or hosted PBX The phone system is hosted and managed in a provider’s data centre Most small and growing businesses Flexible, feature-rich, supports remote work and multiple sites Relies on internet, power and provider support
Virtual phone system Calls route through an online platform, app or business number Solo operators and very small teams Simple setup, mobile access, separates business calls from personal calls May lack advanced queues, desk-phone controls or detailed reporting
On-premise PBX The phone system server and software sit at your premises Businesses needing local control or specialist integrations Greater control over hardware and configuration Higher upfront cost and more responsibility for maintenance
Hybrid phone system Some equipment stays on-site while cloud services handle other functions Businesses upgrading in stages Can preserve existing equipment while adding modern features More complex to manage than a single system
Mobile-first system Business calls are handled mainly through mobile SIMs or apps Field teams and businesses rarely using desks Works well for staff who are always away from the office Can be harder to manage shared lines, call reporting and reception

The terms “cloud VoIP” and “hosted PBX” are often used interchangeably. In both cases, your provider hosts the phone system and your staff connect through compatible desk phones, computers or mobile devices.

Is cloud VoIP the best phone system for small business?

Cloud VoIP is the best phone system for many small businesses because it combines business-grade features with flexible access. Your team can answer the same business number from a desk phone, laptop or mobile app, depending on the system and plan.

A cloud system is usually a strong fit when you need extensions, hunt groups, voicemail, business hours, call forwarding or a professional greeting. It also suits businesses with remote workers, multiple locations or staff who move between the office and the road.

AT&T’s guide to choosing a cloud phone system for small business explains that cloud systems use VoIP instead of traditional copper-based phone infrastructure and can support tools such as auto-attendants, voicemail-to-email and call recording.

The main risk is assuming any internet connection will deliver a good phone experience. Voice is sensitive to congestion, poor Wi-Fi, faulty network equipment and power outages. Ask how the system is prioritised on your connection, what backup options are available and who investigates faults when the problem is not obvious.

For Australian businesses, nbn’s Traffic Class 1 guidance for voice services, published in 2025, explains that voice services need steady, two-way bandwidth. It lists indicative wholesale capacity from 150 kbps for one fixed phone line to 5 Mbps for up to 25 concurrent lines. Your provider still needs to assess your site, internet plan, network and expected call volume.

Is a virtual phone system enough for a solo business or micro-business?

A virtual phone system can be enough if you are a solo operator or have a very small team that mainly works from mobiles and laptops. It can give you a business number, voicemail, call forwarding and an app without requiring a full desk-phone installation.

This option works well for consultants, tradespeople, mobile service businesses and home-based operators. It keeps your business number separate from your personal number and can make your business look established even when you are away from the office.

Choose a more complete system if you need several extensions, a receptionist workflow, calls distributed across a team or visibility over missed calls. A simple app may become restrictive when multiple people need to answer the same number or transfer calls between departments.

Your business situation A virtual system may be enough Consider a full cloud phone system
One person answering calls Yes Usually unnecessary
Two to three people sharing one number Possibly If calls need queues, transfers or reporting
Staff mainly work from mobiles Yes If you need central call control
Reception and departments Limited fit Usually the better choice
Multiple locations Possible Better for shared extensions and routing
Need desk phones Usually limited Yes
Need detailed call reporting Check carefully More likely to support it

When does an on-premise phone system make sense?

An on-premise phone system can make sense when your business needs local control, has existing phone infrastructure or relies on specialist equipment that must remain on-site. It may also suit a larger organisation with internal IT staff and a clear reason to manage its own system.

With an on-premise PBX, the server, software and much of the configuration are located at your premises. You may have more control over updates, integrations and call handling, but you also carry more responsibility for backups, security, hardware replacement and fault resolution.

This is usually not the simplest choice for a small business starting from scratch. It can involve higher upfront costs and requires someone to manage the system when staff, numbers, devices or call rules change.

Ask these questions before choosing on-premise:

  • Who applies security updates?
  • What happens if the server or power supply fails?
  • Is there a tested backup and restore process?
  • Who supports the system outside business hours?
  • Can staff use the system remotely?
  • How easy is it to add a new extension?
  • What happens when the hardware reaches end of life?

Security also needs attention. NIST’s guidance on security considerations for VoIP systems, published by the US National Institute of Standards and Technology, covers risks including unauthorised access, denial-of-service attacks, eavesdropping and weaknesses in supporting network equipment.

Is a hybrid phone system right for a growing business?

A hybrid phone system may suit a business that wants to modernise without replacing every phone or piece of equipment at once. It can combine an existing on-site PBX with cloud calling, SIP services, mobile access or a staged migration.

Hybrid systems are useful when a business has multiple sites, older handsets, specialist alarms or other equipment that needs careful testing. They can reduce disruption during a transition, but the design needs to be clear.

The main question is whether the hybrid setup solves a specific business problem. If it only keeps old equipment in place without improving flexibility or support, it may delay the decision rather than solve it.

Before choosing hybrid, ask for a written diagram showing:

  • Which equipment stays on-site
  • Which services are hosted
  • Where numbers and call routing are managed
  • How remote staff connect
  • What happens during an internet outage
  • Which party supports each component

If you are replacing an old system, review our guide to small business phone systems in Australia for the core features and setup considerations.

What is the best phone system for a business with one to five staff?

For one to five staff, choose between a virtual phone system and a small cloud VoIP setup. The deciding factor is whether you need simple call forwarding or a shared business workflow with extensions and transfers.

A virtual system is often enough when most calls go to one person or a small group. Choose cloud VoIP when you need a main number, individual extensions, business hours, voicemail boxes, ring groups or desk phones.

Keep the call flow simple. A short greeting and clear routing usually works better than a long menu. Make sure someone is responsible for checking missed calls and changing the greeting when the business is closed.

What is the best business phone system for six to twenty staff?

For six to twenty staff, a hosted cloud phone system is usually the most balanced option. It can support desk phones for office staff, apps for mobile workers and central rules for departments, holidays and overflow calls.

At this size, features such as call queues, ring groups, call recording, voicemail-to-email and reporting can become useful. So can the ability to move a user between locations without changing the business number.

Do not buy based on user count alone. Work out how many people answer calls at the same time, how many locations you have and whether calls need to be recorded or routed by department.

For a broader explanation of system components and terminology, see our business phone system guide.

What is the best phone system for a business with more than twenty staff?

For more than twenty staff, start with cloud VoIP unless you have a clear operational reason to keep the PBX on-site. A larger team benefits from central call flows, easier user management, reporting and support across locations.

You may need different queues for sales, service and accounts. You may also need overflow rules, supervisor access, call recording policies and integrations with customer or service systems.

At this size, plan for failure as well as normal operation. Ask how calls are redirected during an internet outage, whether staff can use mobiles as a fallback and how quickly the provider can help diagnose a fault.

What should you check before buying a small business phone system?

Check the call flow, internet connection, backup plan, support model, number porting process and total cost before you sign. The cheapest monthly plan can become expensive if essential features, hardware, setup or support are charged separately.

Use this checklist during a quote or demonstration:

What to check Why it matters What to ask
Call flow Customers need to reach the right person quickly Can you show our exact call path?
Internet and network Voice quality depends on the local connection and equipment How will you assess bandwidth, Wi-Fi and congestion?
Mobile access Staff may work away from their desks Can users answer the business number from an app?
Number porting Your published number is a business asset Who manages the port and what is the fallback plan?
Outage handling Internet and power failures can stop normal VoIP calling What happens if the office connection fails?
Support A phone fault can affect sales and customer service Who supports the system and how are faults escalated?
Security Phone systems can be targeted or misconfigured How are accounts, devices and administrator access protected?
Contract and extras Headline pricing may exclude important items What is included for licences, phones, setup and changes?
Growth Your needs may change quickly Can we add users, locations and numbers without replacing the system?

Do not assume that a business phone system automatically provides emergency calling in every situation. ACMA states that certain VoIP services can call Triple Zero, but VoIP callers may need to provide their location, and most NBN-connected phone services will not work during a power outage. Read ACMA’s emergency call guidance and keep a charged mobile available for emergencies.

How much does a small business phone system cost?

The cost depends on the system type, number of users, handsets, setup, call usage, features and support arrangement. Avoid comparing monthly user pricing until you know what is included.

For a cost breakdown, see how much a business phone system costs. The important comparison is the total cost over the contract period, including installation, number porting, desk phones, headsets, training, changes and early termination fees.

Ask for pricing in three parts:

  1. One-off setup and installation
  2. Monthly service and user charges
  3. Optional equipment, features and support

What is the simplest way to choose the best small business phone system?

Choose the simplest system that supports your current call flow and your next stage of growth. For most Australian small businesses, that means hosted cloud VoIP with a clear backup plan and support from a provider that understands the setup.

Write down your current numbers, staff, locations, opening hours and call problems. Then ask each provider to demonstrate your real call flow rather than showing a generic feature list.

Nexgen Australia can help you compare the options without locking you into a system before the requirements are clear. See small business phone systems or explore business phone systems.

Book a no-obligation quote to see which system fits your team.

Frequently asked questions

What is the best small business phone system in Australia?

For most small businesses, a hosted cloud VoIP system is the strongest starting point because it supports business features, remote access and flexible growth. A virtual system may be enough for a solo operator, while on-premise or hybrid systems suit businesses with specific control or equipment requirements.

Is VoIP reliable enough for a small business?

VoIP can be reliable when the internet connection, local network, power and phone service are designed for business use. Ask about voice prioritisation, outage routing, mobile fallback and support before you buy.

Should a small business use desk phones or a mobile app?

Use desk phones when staff regularly answer calls from a fixed workspace and need visible call controls. Use mobile or desktop apps when staff work remotely, travel between sites or need to answer the business number away from their desk.

What should I ask a phone system provider?

Ask the provider to demonstrate your call flow, explain what happens during an outage and list every one-off and monthly charge. Also confirm number porting, emergency calling arrangements, support escalation, security controls and how easily you can add users later.

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Privacy Policy

  • 1. About this Document
    • 1.1 This document (“Privacy Policy”) sets out the policy of Nexgen Investment Group Pty Ltd Trading As Nexgen Australia – ABN 88 606 251 503 in respect of the treatment of your Personal Information or your affairs or personal particulars.
  • 2. Interaction with Telecommunications Act 1997 (Cth)
    • 2.1 Nexgen is a Carriage Service Provider and is subject to obligations set out in the Telecommunications Act 1997 (Cth)
    • 2.2 To the extent that any of your Personal Information is also information of the kind referred to section 276 of the Telecommunications Act 1997 (Cth) (in particular, information that relates to your affairs or personal particulars) Nexgen will not use or disclose that information unless permitted by the Telecommunications Act 1997 (Cth) and the Privacy Act 1988 (Cth).
  • 3. Dictionary
    • 3.1 To assist in the understanding of this Privacy Policy, the following capitalized words in this Privacy Policy have the following meanings:
      Carriage Services has the meaning given to that term in the Telecommunications Act 1997 (Cth).
      Carriage Service Provider has the meaning given to that term in the Telecommunications Act 1997 (Cth).
      Personal Information has the meaning given to that term in the Privacy Act 1988 (Cth).
      Related Body Corporate has the meaning given to that term in the Privacy Act 1988 (Cth).
      Sensitive Information has the meaning given to that term in the Privacy Act 1988 (Cth).
      and includes information as to race, political opinion, religious believes, sexual preferences and membership of a professional or trade association.
  • 4. Collection
    • 4.1 1 Nexgen will collect Personal Information from you if that Personal Information is necessary for one or more of Nexgen’s functions or activities.
    • 4.2 Personal Information is predominantly collected so that Nexgen can supply Carriage Services to you (or contact you in respect of a proposed supply of Carriage Services) and perform ancillary and incidental functions. This includes:
      • customer service;
      • complaints handling;
      • billing; and
      • promoting our special offers as well as offers from our Related Bodies Corporate, suppliers and/or affiliated third parties.
    • 4.3 Nexgen may collect Personal Information using several different methods. For example, Personal Information may be collected by Nexgen:
      • directly from you by telephone, email or by completing a form (e.g. Nexgen may be provided with Personal Information on a customer application form, during contractual negotiations, during voice verification etc.); or
      • from third parties such as our Related Bodies Corporate, credit reporting agencies or your representatives; or
      • from information in the public domain – however if it is reasonable and practicable to do so, we will only collected Personal Information about you directly from you.
    • 4.4 Nexgen will take reasonable steps to ensure that you are aware at the time of collection (if practicable):
      • that Nexgen is collecting the Personal Information and as to how to contact Nexgen (if this is not obvious to you);
      • that you may gain access to the Personal Information (see paragraph 9 below);
      • the purpose for which the Personal Information is collected (this may be referring you to this Privacy Policy); done by
      • of the organisations (or types of organisations) to which Nexgen usually discloses Personal Information (this may be done by referring you to this Privacy Policy);
      • of any law that requires the Personal Information to be collected (for example, for compliance with the laws relating to the Integrated Public Number Database); and
      • of the consequences (if any) of Nexgen not collecting the Personal Information (typically, this will be an inability to supply Carriage Services to you).
    • 4.5 If it is not practicable for Nexgen to take reasonable steps to ma e you aware of the matters set out in paragraph 4.4 at the time of collection, Nexgen will do so as soon as practicable after collection.
  • 5. Use and Disclosure
    • 5.1 Nexgen will generally only use Personal Information for the primary purpose for which it was collected (for example, Personal Information set out in a customer application form is collected for Nexgen). the primary purpose of facilitating the supply of Carriage Services by
    • 5.2 However, Nexgen may use or disclose Personal Information for a secondary purpose in the following circumstances:
      Reasonable Expectation
    • 5.3 Nexgen may use or disclose Personal Information for a secondary purpose if:
      • the secondary purpose is related to (or if the Personal Information is Information, directly related to) the primary purpose of collection; and Sensitive
      • you would reasonably expect Nexgen use or disclose the Personal Information for that purpose.
    • 5.4 For example, Nexgen considers that if you are a customer, you would reasonably expect Nexgen to disclose or use your Personal Information to:
      • its printing and mailing house to print and dispatch correspondence and communications to you or
      • notify the customer of special offers or promotions from Nexgen, its Related Bodies Corporate, suppliers and/or affiliated third parties; or
      • ask you to participate in a customer satisfaction survey; or
      • to its dealers, sub-contractors and agents to enable them to perform certain functions on behalf of Nexgen.
  • Consent
    • 5.5 5 Nexgen may use or disclose Personal Information for a secondary purpose if you provide your express consent or consent can be implied.
    • 5.6 Nexgen may seek your consent on an application form for services, during the voice contracting stage of your application or in some other way.
  • Direct Marketing
    • 5.7 Nexgen may use or disclose Personal Information for the secondary purpose of direct marketing.
    • 5.8 Unless paragraphs 5.3 to 5.6 allow Nexgen to otherwise use Personal Information for direct marketing, Nexgen will only use Personal Information for direct marketing to you if:
      • it is not Sensitive Information;
      • it is impracticable for Nexgen to seek your consent before that particular use;
      • Nexgen will not charge you for giving effect to a request by you to not receive direct marketing communications;
      • you have not made a request to Nexgen not to receive direct marketing communications;
      • in each direct marketing communication with you, Nexgen draws to your attention, or prominently displays a notice, that you may express a wish not to receive any further direct marketing communications; and
      • each written direct marketing communication by Nexgen with you sets out Nexgen’s business address and telephone number and, if the communication is made by fax, telex or other electronic means, a number or address at which Nexgen can be directly contacted electronically.
    • 5.9 To avoid doubt, Nexgen will also comply with the Spam Act 2001 (Cth) and Do Not Call Register Act 2006 (Cth) in circumstances of direct marketing to you.
  • Life, Health and Safety
    • 5.10 Nexgen may use or disclose Personal Information if Nexgen reasonably believes that it is necessary to lessen or prevent:
      • a serious and imminent threat to an individual’s life, health or safety; or
      • a serious threat to public health or public safety.
  • Unlawful Activity
    • 5.11 Nexgen may use or disclose Personal Information if Nexgen has reason to suspect that unlawful activity has been, is being, or may be engaged in. However, Nexgen’s use or disclosure will be limited to that which is a necessary part of Nexgen’s investigation into the matter or in reporting Nexgen’s concerns to relevant persons or authorities.
  • Permitted by Law
    • 5.12 Nexgen may use or disclose Personal Information if Nexgen is permitted by law to do so. For example, Nexgen may disclose your Personal Information pursuant to:
      • a law enforcement request;
      • ccourt order or subpoena; or
      • its interception obligations.
  • Disclosure to Enforcement Body
    • 5.13 Nexgen may use or disclose Personal Information if Nexgen is permitted by law to do so. For example, Nexgen may disclose your Personal Information pursuant to an enforcement body (for example, the Australian Federal Police, ASIC, ACCC, police force etc.) if Nexgen believes that it is reasonably necessary for:
      • the prevention, detection, investigation, prosecution or punishment of criminal offences, breaches of a law imposing a penalty or sanction or breaches of a prescribed law;
      • the enforcement of laws relating to the confiscation of the proceeds of crime;
      • the protection of the public revenue;
      • the prevention, detection, investigation or remedying of seriously improper conduct or prescribed conduct; or
      • the preparation for, or conduct of, proceedings before any court or tribunal, or implementation of the orders of a court or tribunal.
  • 6. Data Quality
    • 6.1 Nexgen will review, on a regular and ongoing basis, its collection and storage practices to ascertain how improvements to accuracy can be achieved.
    • 6.2 Nexgen will also take reasonable steps to make sure that the Personal Information collected, used or disclosed is accurate, complete and current.
  • 7. Data Security
    • 7.1 Nexgen will take reasonable steps to protect the Personal Information it holds from misuse and loss and from unauthorised access, modification or disclosure. It will generally do so by:
      • restricting or limiting the access to Personal Information to those of its employees, agents or contractors who have a ‘need to know’;
      • removing access from employees, agents or contractors who no longer work for or with Nexgen or no longer have a ‘need to know’;
      • reviewing and resetting passwords which provide access to Personal Information with reasonable frequency; and
      • implement enhanced security access features to prevent unauthorised access, use or disclosure.
    • 7.2 Nexgen will take reasonable steps to destroy or permanently de-identify Personal Information if it is no longer needed for any purpose for which the Personal Information may be used or disclosed.
  • 8. Openness
    • 8.1 The Nexgen website will contain a prominently displayed link to this Privacy Statement.
    • 8.2 Nexgen will refer any person to this Privacy Statement if that person requests information on Nexgen’s policy on the management of Personal Information.
    • 8.3 On request by a person, Nexgen will take reasonable steps to let the person know, in general terms, what sort of Personal Information is held and the reasons for which that Personal Information is generally collected. Nexgen will also provide information, in general terms, in respect of how Nexgen holds, uses and discloses that Personal Information.
  • 9. Access and Correction
    • 9.1 1 If Nexgen holds your Personal Information, Nexgen will provide you with access on request to that Personal Information, in particular, so that you can verify the Personal Information is accurate, complete and current. If the Personal Information is not accurate, complete or current, Nexgen will take reasonable steps to remedy the inaccurate, incomplete or outdated Personal Information.
    • 9.2 However, Nexgen will not provide you with access to the extent that:
      • providing access would pose a serious and imminent threat to the life or health of any person; or
      • providing access would have an unreasonable impact upon the privacy of any other person; or
      • the request for access is frivolous or vexatious; or
      • the Personal Information relates to existing or anticipated legal proceedings between Nexgen and yourself, and the Personal Information would not be accessible by the process of discovery in those proceedings; or
      • providing access would reveal Nexgen’s intentions in relation to negotiations with you in such a way as to prejudice those negotiations; or
      • providing access would be unlawful; or
      • denying access is required or authorised by or under law; or
      • providing access activity; or would be likely to prejudice an investigation of possible unlawful
      • providing access would be likely to prejudice:
        • the prevention, detection, investigation, prosecution or punishment of criminal offences, breaches of a law imposing a penalty or sanction or breaches of a prescribed law; or
        • the enforcement of laws relating to the confiscation of the proceeds of crime; or a prescribed law; or
        • the protection of the public revenue; or
        • the prevention, detection, investigation or remedying of seriously improper conduct or prescribed conduct; or
        • the preparation for, or conduct of, proceedings before any court or tribunal, or implementation of its orders; by or on behalf of an enforcement body; or
      • an enforcement body performing a lawful security function asks Nexgen not to provide access to the information on the basis that providing access would be likely to cause damage to the security of Australia.
    • 9.3 Additionally, if providing access would reveal evaluative information generated within Nexgen in connection with a commercially sensitive decision-making process, Nexgen may give you an explanation for the commercially sensitive decision rather than direct access to the information.
    • 9.4 Nexgen reserves the right to charge a fee for searching for and providing access to your Personal Information (except if any other law prohibits Nexgen from charging a fee). In any event,
  • 10. Anonymous Transactions
    • 10.1 Nexgen will allow its customers to transact with it anonymously wherever that is reasonable and practicable.
  • 11. Transferring Personal Information Overseas11.1 Nexgen may transfer Personal Information outside of Australia where Nexgen considers that it is necessary or desirable to do so. However, Nexgen will not transfer your Personal Information outside of Australia unless any of the following circumstances exist:
    • Nexgen reasonably believes that the recipient of the Personal Information is subject to a law, binding scheme or contract which effectively upholds principles for fair handling of the information that are substantially similar to the National Privacy Principles contained in the Privacy Act 1988 (Cth); or
    • you consent to the transfer; or
    • the transfer is necessary for the performance of a contract between Nexgen and yourself, or for the implementation of pre-contractual measures taken in response to the your request; or
    • the transfer is necessary for the conclusion or performance of a contract concluded in your interest between the Nexgen and a third party; or
    • all of the following apply:
      • the transfer is for your benefit;
      • it is impracticable to obtain your consent to that transfer;
      • if it were practicable to obtain your consent, you would be likely to give it; or
    • Nexgen has taken reasonable steps to ensure that the information which it has transferred will not be held, used or disclosed by the recipient of the information inconsistently with the National Privacy Principles contained in the Privacy Act 1988 (Cth).