# Unified Communications as a Service (UCaaS) Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Unified Communications as a Service (UCaaS) the right Telephony solution for you? Explore 49 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/169026/IP-Phone-System/reviews --- Unified Communications as a Service (UCaaS) 4.4 (49) [View alternatives](https://www.capterra.com/p/169026/IP-Phone-System/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Unified Communications as a Service (UCaaS) Ease of use 4.3 Customer Service 4.3 ## Pros and Cons in Reviews FC Frank C Call Center ManagerFacilities Services, 201 - 500 employeesUsed the software for: More than 2 years. “In an ever-changing environment, not to mention half our organization working remotely, I love the fact that we can collaborate and communicate effectively. “ July 29, 2024 FR Francheska R Director of Patient OnboardingHospital & Health Care, 51 - 200 employeesUsed the software for: More than 2 years. “It is also sometimes extremely hard to set a password for users.“ September 19, 2023 JL Jacqui L Senior Program Operations ManagerResearch, 501 - 1,000 employeesUsed the software for: More than 2 years. “The move to the VOIP and Teams user platforms have transformed our business use, allowing us to operate in the new remote environment with ease and reliable service.“ September 13, 2023 RM Rick M Senior Technical Support AnalystAccounting, 201 - 500 employeesUsed the software for: More than 2 years. “Overall experience is very good, tech support is usually very quick with requests.“ July 3, 2024 OG Omar G IT DirectorNon-Profit Organization Management, 201 - 500 employeesUsed the software for: More than 2 years. “increasing efficiency for users, integrated communication“ March 18, 2024 ## Showing most helpful reviews Showing 1-25 of 49 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Nick G. Network Operations Specialist Non-Profit Organization Management Used the software for: 2+ years ### "phone system is easy to use" November 22, 2017 5.0 the mobility of the software makes working from anywhere and being intouch with the office and outside world a breeze. Pros all the features we never had before. softphone for laptop, app for phone, auto forwading, remote office, all are great options. Cons cant think of anything we do not like about the software. maybe the skype for business plug in that doesnt work on mobile yet but thats about it. Review Source DW Dale W. CIO Construction Used the software for: 6-12 months ### "BP Business Solutions ECS" September 10, 2019 4.0 We've had a great experience with everyone at Evolve that we've come in contact with. Ownership of support issues, without escalation, can be a bit challenging at times, but overall we are very pleased with ECS and the phone system as a whole. Pros Extremely intuitive agent interface and reporting engine for management team is fantastic. We have been given valuable insights into our business that we didn't have with our previous system. Cons Occasional dropped calls can be troublesome. Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing Unified Communications as a Service (UCaaS) Feature set and being able to scale at the pace we need. Switched from [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Downtime and support Review Source CL Christopher L. IT Director Accounting Used the software for: 2+ years ### "Initial VOIP Setup" October 6, 2023 3.0 So far it has not been good. We are going to give it a few months with the restructuring and the assignment of a dedicated CRM. We have already seen improvement in support calls, but still need to see it sustained. We have almost completely moved away from the terrible physical phones we were sold with this system and are just using headsets with laptop or mobile devices. Pros The idea of the system. The redundancy with Broadsoft. Integration with Teams. Cons The implementation process was very rough and the hardware suggested was terrible. Support was brutal. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/)[Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) Reason for choosing Unified Communications as a Service (UCaaS) Redundancy was the primary reason. Evolve has a Broadsoft component for when Teams integration fails. Review Source FC Frank C. Call Center Manager Facilities Services Used the software for: 2+ years ### "Frank Chiappine Review" July 29, 2024 5.0 It's been an incredible experience. Transformed the way our organization does business. Pros In an ever-changing environment, not to mention half our organization working remotely, I love the fact that we can collaborate and communicate effectively. The IM, audio and video conferencing, not to mention the telephony platform is outstanding. Cons Hard to pinpoint something that's worked so effortlessly with minimal issues. Reason for choosing Unified Communications as a Service (UCaaS) Pricing Review Source RM Rick M. Senior Technical Support Analyst Accounting Used the software for: 2+ years ### "Aldrich Advisors - Evolve review" July 3, 2024 4.0 Overall experience is very good, tech support is usually very quick with requests. Pros Reliable tech support, and great communication with our rep, \[sensitive content hidden\] Cons The Osmosis portal is a bit antiquated and the reporting isn't user friendly. Review Source JL Janet L. SVP Transformation & HIPAA Security Officer Hospital & Health Care Used the software for: 2+ years ### "VOIP Decision for Senior Living" August 16, 2023 5.0 Easier deployment, easier to support, more cost effective, easier dialing between our corporate office and community locations Pros Removal of dependency on local carriers and PBXs. After implementation, better uptime and less support time required. Cons Takes time to port numbers in -but that is true of going between any phone systems Reason for choosing Unified Communications as a Service (UCaaS) Better functionality and flexibility, and better overall cost Review Source FR Francheska R. Director of Patient Onboarding Hospital & Health Care Used the software for: 2+ years ### "Straight forward system" September 19, 2023 4.0 Overall the system works fine, it is easy to use and pretty straight forward. Like any other computer based program it has gone down some but not often. Pros Easy to use. Pretty straight forward. Can set up multiple users. Cons When the system crashes. It is also sometimes extremely hard to set a password for users. Reason for choosing Unified Communications as a Service (UCaaS) Not sure, was not here. Review Source VR Verified Reviewer Director of Operations Law Practice Used the software for: 2+ years ### "IP Phone System" March 8, 2019 5.0 Pros The pros of our IP Phone system would have to be the customer service. Evolve's customer service is great. Our rep, is wonderful and always there to answer our questions. The phones are easy to use and the item we love the most is the voicemail to email feature. No more full voicemail boxes, no more having to be at my desk to listen to a voicemail. Cons The con of the IP Phone system is adding a temporary out of office message is harder than we would like. If we close early unexpectedly due to weather we cannot just record a new out of office greeting and upload it. We have to call in and give notice that we want a new temporary greeting to be played. Review Source VR Verified Reviewer Network Operations Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Good Phone system" March 5, 2019 5.0 good system to use. i can be reached pretty much everywhere. it belnds well with skype for business so you can have 1 tool to get it all done. Pros works on handset, pc app, and mobile app Cons mobile app you have to be connected to wifi Review Source VR Verified Reviewer Sr IT Mgr Information Technology and Services Used the software for: 1-2 years ### "Osmosis admin center" March 5, 2019 4.0 End users located nationally and needed a solution to assist with providing everyone access to softphone. Pros Ease of implementation into current environment. Cons While the admin website has undergone improvements, it still needs some work to allow easier administration. Review Source LH Larry H. IT Director Automotive Used the software for: 1-2 years ### "EvolveIP Phone System" October 8, 2019 4.0 Pros Ease of use. Minimal foot print. Great support. Easy to expand. Cons No dislikes with this solution. Would recommend to others. Review Source CP Chenet P. Agent Commercial Real Estate Used the software for: Less than 6 months ### "You spend less money by using an ip phone system" February 2, 2017 5.0 At work, i used to use IP Phone, so it is easier to use. But you need to have a good internet connection. Pros It is easy to use it Cons If the internet connection is low, the communication will break down Review Source CG Chris G. Application Development Director Used the software for: ### "Excellent Call Quality Backed by Great Customer Service" November 24, 2015 5.0 We have been using EvolveIP's HPBX solution for about 3 years now and have had a great experience. We have not had any issues with call quality or service availability. The product is backed by a responsive and knowledgeable customer service team. The HPBX solution is part of a larger offering of cloud services from EvolveIP, giving us the ability to meet multiple needs such as Unified Communications and Call Center applications through a single provider. The HPBX solution is being constantly expanded to include new features and add-ons, such as a connector that allows us to integrate with our CRM platform. Review Source AH Austin H. Network Administrator & IT Specialist Used the software for: ### "Very intuitive software & phones with a great customer service department" December 2, 2015 5.0 This being my first VoIP implementation for a company going solo, it was great to have the implementation team and customer support help me along every step of the way. There were some hiccups initially, as any IT expert knows, that is to be expected. They handled it very well and we have been able to get just about everything sorted out. Great experience overall. Review Source ML Myrlande L. Used the software for: ### "My experience with IP Phone System" February 14, 2017 5.0 I'm used to using this software for a long time. All i can say about my experience about it. Ip phone should have be the first software that the clients working in a call center should have used. Review Source RO Ramiro O. Used the software for: ### "THe review" September 4, 2015 4.0 I like some things and not others, the portal needs to be a little neater because is no eazy to navigate around it Review Source OG Omar G. IT Director Non-Profit Organization Management Used the software for: 2+ years ### "VOIP and app convenience " March 18, 2024 4.0 This has been great to centralize and reassignments. Pros great central configuration. increasing efficiency for users, integrated communication Set and forget. easier to scale and more cost effective Cons Certain features not available on the self-portal dependency on a strong connection emergency calling features Review Source MA Mario A. IT Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Great flexibility" January 29, 2024 5.0 Pros Setup was relatively easy and getting users up and running was painless. The flexibility it affords the staff is the greatest benefit. Cons So far, we have not encountered major issues. Review Source SH Stephen H. IT Support Specialist Retail Used the software for: 2+ years ### "Meets our small business needs" April 2, 2024 5.0 Pros Quick and effective support whenever we need it. Cons For a small business, the cost is a little high for us. Review Source JL Jacqui L. Senior Program Operations Manager Research Used the software for: 2+ years ### "Reliable VOIP Call Center Support" September 13, 2023 5.0 Pros The move to the VOIP and Teams user platforms have transformed our business use, allowing us to operate in the new remote environment with ease and reliable service. Cons Learning the lingo in differences between business realms took some getting used to, but it was not a deal-breaker. Review Source LP Lane P. Service Desk Manager Internet Used the software for: 2+ years ### "EvolveIP Phone Review" March 6, 2019 5.0 Overall our experience with Evolve has been top-notch. From the initial roll-out to now, their customer support is really the bread and butter. If you have an issue or need something done sooner than later, their support team is very helpful in assisting with your issues on the spot or even answering questions if you are not sure about something. Our reps have also been superior in response times, answering questions, and providing information about our accounts when we need it. Pros EvolveIP has done a stupendous job at not only their constant effort to improve their software but also by the trainings they provide weekly on using OSSmosis, call centers, and the lot. Cons It takes a little bit getting use to using the administrative features of Evolve like OSSmosis or the supervisor portal but once you play around with it for a good week, it becomes second nature. Review Source KB Kenneth B. Director of Finance Hospital & Health Care Used the software for: 1-2 years ### "Very Pleased" March 5, 2019 5.0 We are solving Contact Center data issues. With this software, we are able to track all the data about our calls and then train our staff to take control of the conversation and provide better customer service. We can now see where we have been falling short, and make changes to improve. That's just not possible with a basic phone system. Pros I like the ability to mold and shape the phone system to fit the needs of our business. We are a growing company and each location has its quirks. EvolveIP has allowed us to work with those quirks. Cons As with all things, the price is my least favorite thing. However, with the versatility and the benefit it provides our patients is priceless. We are focused on customer service and this system has allowed us to put ourselves ahead of the competition. We get comments every day from our patients about how they love the new calling features that didn't use to be there. Review Source MS MIke S. VP Accounting Used the software for: 1-2 years ### "Stonepayroll" February 8, 2024 4.0 Pros What did you like most about Unified Communications as a Service (UCaaS)? support tickets. Cons What did you like most about Unified Communications as a Service (UCaaS)? I hate having to need support ticket. Review Source PG Patrick G. Systems Administrator Marketing and Advertising Used the software for: 2+ years ### "Evolve IP Review" March 8, 2019 3.0 We our IP phone systems has provided us with freedom and mobility. We no longer need to be in the office to stay connected to our business lines and call quality is good most of the time. Pros The ability to control our IP phone systems using the Osmosis Portal. We can use the UC-One App on our laptops to stay connected with our corporate office line. Using the UC-One app will allow incoming calls to your office line to be answered from your cell phone or laptop. Cons Osmosis Software is not as intuitive as we would like to see. At times difficult to find what you are looking for. Review Source KH Katie H. CRM Administrator Telecommunications Used the software for: 1-2 years ### "An Okay Phone System" March 12, 2019 3.0 Not great, and getting worse. We prepare for the worst case scenario every time we submit a ticket. Pros In order: appealing user interface, each queue has separate settings, and each caller has separate settings. Cons The customer service is disjointed beyond belief. Occasionally I'll speak to someone who knows the situation and how to help, but our company has had an overwhelming series of issues where the person helping would do the opposite of what we asked for, or they won't read the ticket properly, or they'll join every caller to every queue at once. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.