OpenPhone Review – Our Test Findings for 2024

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Our Verdict

OpenPhone boasts a stellar reputation for being intuitive, reliable, and scalable

As we found in this OpenPhone review, it does a lot right, and this is further echoed in customer reviews. With budget-friendly plans, we recommend it for small businesses.

This is further emphasized by the fact that it lacks built-in video meeting or conferencing capabilities and advanced AI features you’d find with some of the other VoIP services we’ve compared it to here.

That said, one of the key USPs with OpenPhone is that it has a built-in CRM system, which is rare and incredibly valuable for businesses looking to streamline and centralize their communications.

Overall, it depends on your specific needs and budget – this review will help you decide, and if it’s not for you, we offer several alternatives.

Pros

  • Powerful but simple UI
  • Doesn’t require technical knowledge
  • Rich call, messaging, and team collaboration features
  • Cheap, one of the best small business VoIP services
  • Integrates well with popular business apps

Cons

  • No built-in video capabilities
  • Doesn’t offer advanced AI features
  • Not suited for large corporations
  • Some features have an added cost

In this OpenPhone review, we dive into a VoIP that’s come a long way since being formed in 2018. We explore its features, pricing, and how it compares to other leading VoIP services we’ve tested in 2024, including the likes of Ooma. Keep reading this review of OpenPhone to learn if it fits the bill for your communication needs.


OpenPhone Pricing

While working on our OpenPhone review, we found that it offers 3 plans, here’s a quick overview of the annual pricing and how the plans compare:

Starter Business Enterprise
Starting Price $15/user/month $23/user/month Custom
Unlimited Domestic Calling (US and Canada)
Unlimited Domestic Texting (US and Canada)
Video Conferencing
International Calling Yes, but call rates apply Yes, but call rates apply Yes, but call rates apply
Numbers 1 per user ($5/additional number) 1 per user ($5/additional number) 1 per user ($5/additional number)
Call Recording Manual Automatic Automatic
AI Call Summaries and Transcripts
Group Calling
Audit Log
Dedicated Account Manager and Priority Support
Starter Plan - $15/user/m

Starter Plan – $15/user/m

The OpenPhone Starter plan is ideal for smaller companies that don’t have massive call demands. It’s expensive compared to Google Voice, for example, but more affordable than the likes of Verizon.

That said, compared to most of the top internet phone services, it’s cheap, offering US and Canadian businesses unlimited calls and messages. That said, international calls cost extra with this plan.

The Starter plan also includes access to a centralized dashboard alongside one local or toll-free number and one OpenPhone number per user. You’ll also get shared phone numbers for 10 users, plus:

  • Voicemail transcripts
  • AI-automated message responses
  • Contact notes
  • Manual call recording
  • Group messaging

That said, we found this plan offers limited app integrations but features core ones most businesses would appreciate, including email, Slack, Zapier (for a price), Google Contacts, and Webhooks.

Compared to other basic plans, OpenPhone’s Starter plan isn’t as integral or feature-rich as others. For example, from our Dialpad review, we found that OpenPhone has fewer automation features.

That said, it’s undoubtedly a great fit for companies that need a straightforward communication solution.

Business Plan - $23/user/m

Business Plan – $23/user/m

The OpenPhone Business plan is designed for growing businesses. On top of all the Starter plan features, it includes some interesting extras such as AI call summaries and transcripts.

You’ll also get phone menus for customers to choose a department, group calling, call hold and transfers, and of course, ring groups to ensure no call is missed.

There’s also improvement with the integration options, spanning some of the best CRM tools, including the likes of HubSpot and Salesforce.

The Business plan also adds analytics and reporting tools but offers the same level of support as the Starter plan. Unfortunately, you’ll need to purchase the following separately, too:

  • Zapier SMS
  • Extra phone numbers
  • International call minutes

All in all, it offers nifty extras, but we found it still lacks on the AI front. We’d like to see improvements such as AI live agent support, as you’d find with Nextiva, for sales and customer service teams.

Enterprise Plan - Custom

Enterprise Plan – Custom

In our OpenPhone review, we found that the Enterprise plan offers an incredibly feature-rich solution for large companies with sophisticated operations.

The features included are the same as the Business plan, with the main difference being that you get added security and advanced administration tools.

In fact, this plan, as you’d expect, also offers a dedicated account manager and prioritized customer service.

OpenPhone Features

OpenPhone offers call and messaging, built-in CRM capabilities, and team collaboration tools. However, it lacks video functionality, which others offer, as we found in our Ooma review, for example.

That said, depending on your needs, there’s a lot to like about OpenPhone. Here we’ll explore what we found stood out to us in our testing for this OpenPhone review and how it compares to others.

Contact Management

Upload contacts with OpenPhone

OpenPhone offers an integrated, lightweight contacts CRM dashboard. We found it easy to use but very powerful. Put simply, it lets managers and admins customize and share contacts.

Unlike siloed CRM tools which only store contact information, OpenPhone’s built-in CRM weaves directly into your communication workflow.

You can personalize your team’s address book with custom properties and notes and import contacts from Google or CSV files in a matter of clicks.

You can even import data from business apps like Zapier. While this isn’t necessarily unique to OpenPhone, the simple UI sets it apart. Your team won’t need any extensive knowledge or training.

Team Collaboration

OpenPhone analytics dashboard

We tested the team features on the OpenPhone mobile app, desktop, and online, and it works smoothly. With centralized team tools and data, team members can pick up where others left off with ease.

Teams can share phone numbers, too, and with centralizing everything, the OpenPhone app offers full visibility into each conversation to ensure everyone remains on the same page.

We also found it was easy to add, remove, or reassign numbers in seconds, allowing admins to ensure strong security and effective communication management.

Beyond this, there are also internal communication tools such as Threads, DMs, and mentions, and the dashboard offers handy call analytics, for example, to make data-driven decisions.

Powerful Calling Features

OpenPhone call menu

The main USP of OpenPhone is undoubtedly its calling features. For starters, it automatically lets you know when an incoming call is personal or business, letting you know who’s calling.

We liked how smooth this in-app feature is. Both hybrid or in-office workers can set their business hours for each number, too, which is great for encouraging a work-life balance.

The ‘schedule’ tool automatically redirects calls to available staff. Beyond this, we tested OpenPhone’s capacity to bring other people into a call or join a call as a group – both functioned perfectly.

You can also easily route calls to specific departments, mute certain callers, transfer/forward calls, and even set up ring groups that cause multiple phones to ring until the call is answered.

You’ll also get manual or automatic call recording, depending on your plan, and although this isn’t unique to OpenPhone, again, we found the clean UI is easily what sets it apart.

Smart Messaging

OpenPhone auto-reply feature

OpenPhone doesn’t just handle messaging. Your team can share text, photos, videos, audio, GIFs, and even files. Team messaging using threads is secure, allowing you to keep internal chats private.

We also liked how OpenPhone creates automated text responses for missed calls, voicemails, and even specific triggers, ensuring no conversation goes unanswered.

Whether you’re sharing quick updates or crafting thoughtful responses, OpenPhone’s messaging features keep your team in sync and conversations flowing effortlessly.

Centralized Operation Management

OpenPhone desktop dashboard

At the core of the OpenPhone app is its dashboard. While cloud-accessible data and analytics feel fairly standard for VoIP software, we appreciated how it’s designed specifically for small businesses.

The dashboard certainly lets you make the most of your operations – it’s simple but high quality. You can access all the features, data, and analytics you need without ever switching between apps.

The dashboard includes an organized menu for quick navigation, new activity pings, and multichannel conversation logs that aggregate calls, voicemails, and messages. From here, you can:

  • Design self-service routing
  • Set business hours
  • Configure shared numbers
  • Assign agent availability and preferences
  • Activate call recording
  • Enable voicemail transcription and voicemail-to-text or email
  • Get reports and key metrics

It’s also worth noting that while most use the desktop OpenPhone app, we loved that the mobile apps offer full functionality.

OpenPhone Integrations

In our OpenPhone review, we found some limitations with the integrations, but we were impressed with the additions of HubSpot, Salesforce, and Gong for Business and Enterprise plan clients.

Unlike some (see our Vonage review), the integration process, even for the CRMs, is pretty seamless. In terms of basic integrations available in all OpenPhone plans, the list includes:

  • Email
  • Slack
  • Zapier + SMS via Zapier ($0.01 per message)
  • Google Contacts
  • Webhooks

Compared to RingCentral, which offers 300+ integrations, OpenPhone is somewhat lacking, and large businesses may be disappointed that Okta and Microsoft Azure are incompatible.

Is OpenPhone Safe?

In terms of safety, we had no concerns during our OpenPhone review. It’s a legitimate company trusted by leading organizations such as Deel, Stanford University, Bungalow, and Compass.

We found that OpenPhone offers several features to guarantee data and system integrity, including:

Secure InfrastructureEncryptionComplianceSpecialized Services

Built on Amazon Web Services, OpenPhone uses cloud servers known for their state-of-the-art cybersecurity. Beyond this, OpenPhone services are also protected by Cloudflare.

Your communications are secured using 256-bit AES encryption, and data is stored in redundant databases across several physical locations.

OpenPhone helps organizations meet compliance with international laws such as GDPR or state laws like the CCPA (California Consumer Privacy Act). Not all VoIP providers offer this.

Following on from the above, OpenPhone provides specialized services for different industries (ensuring compliance), including businesses in health care, sales organizations, HR, education, real estate, logistics and transportation, and other sectors.

Admins also have full control over user roles and platform management. OpenPhone’s analytics and reporting tools can also help identify compliance, privacy, and security issues.

For example, in the Business and Enterprise plans, you’ll get access to audit logs and SOC 2 reports.

OpenPhone Reviews from Customers

For our OpenPhone review, we also wanted to see what customers thought of the service. After checking numerous trusted review sites, we found it boasts predominantly high ratings.

Most OpenPhone reviews highlight the ease of use, affordability, and it’s phenomenal functionality. They also praise how reliable the service is. For starters, it boasts 4.7 out of 5 stars on G2.

Customer review of OpenPhone on G2

Limited features and integrations are among the common complaints, and some are disappointed that new numbers come at an extra cost, albeit this is common among most VoIPs.

Customer review of OpenPhone on Trustpilot

Despite this, OpenPhone is rated 9.3/10 on Trust Radius and 3.5/5 on TrustPilot. Similarly, OpenPhone reviews here highlight how intuitive, reliable, and scalable the platform is.

Overall, OpenPhone, compared to several others on the market, like Phone.com, boasts an incredibly solid reputation online, with predominantly positive reviews.

What is OpenPhone Good for?

OpenPhone is an ideal VoIP solution for SMBs in need of a reliable and easy-to-use call and text solution.

While it doesn’t offer complex features or AI tools, it balances it out with a great UI, robust analytics features, and excellent collaboration tools. You won’t need to spend time training staff to use OpenPhone.

That said, it’s important to note that OpenPhone doesn’t offer conferencing calling, for example. For this, we highly recommend reading our Zoom Phone review.

However, you can use the Slack integration for this. Overall, from our testing, we feel larger organizations should look for a VoIP with more advanced capabilities and added integration support.

OpenPhone vs Top Competitors

With so many business VoIP platforms, it’s hard to find the best one. Here, we’ve pitted OpenPhone against some of its leading competitors so that you can make an informed decision:

OpenPhone Ooma Vonage Nextiva Phone.com
Best For SMBs and solopreneurs Small businesses Businesses of all sizes Mid- to- large businesses Basic needs
Starting Price $15/user/month $19.95/user/month $13.99/user/month $17.39/user/month $12.74/user/month
Trial Period 7 days 30 days 14 days 7 days 30 days
Mobile App
Top 3 Features Call recording, Team collaboration, Call routing Caller Info Match, Voicemail-to-email, Call recording Multi-level auto attendant, Firewall protection, Visual voicemail Unlimited audio conferencing, Voicemail transcriptions, Free number porting Voice tagging, Call Recording, Personalized call messages

OpenPhone vs Google Voice

The key differences between OpenPhone and Google Voice emerge when it comes to functionality and target audience. Price-wise, Google Voice is cheaper and has a free version plan.

Businesses looking for professional features like call routing and auto attendants will find that OpenPhone is a better fit. On the other hand, Google Voice is a popular free tool for basic functionality.

This includes call forwarding and voicemail capabilities. So, while OpenPhone boasts a feature-rich ecosystem, including professional greetings and analytics, Google Voice offers limited features.

Ultimately, OpenPhone and Google Voice cater to different user types. OpenPhone empowers businesses with robust features, while Google Voice serves as a basic, free solution.

OpenPhone vs RingCentral

In the business phone system arena, RingCentral is a heavyweight. Designed for midsize and large enterprises, it offers advanced features like call center functionalities and ERP integrations.

As we found in our RingCentral review, it also provides features that OpenPhone lacks, such as video conferencing, call analytics, and integrations with accounting tools.

OpenPhone focuses on core calling functionalities like forwarding and auto attendants. More importantly, unlike RingCentral, it requires no technical knowledge.

In essence, RingCentral caters to larger businesses needing extensive features and integrations, while OpenPhone appeals to cost-conscious startups in need of a user-friendly solution.

OpenPhone vs Dialpad

Dialpad is known as a strong VoIP service thanks to its AI-powered features and sleek interface. With advanced call coaching and sentiment analysis, Dialpad is the go-to for many.

However, having tested both, it’s clear that OpenPhone is the ideal solution if your organization needs a more user-friendly VoIP provider for calls, texts, and team collaboration.

Price-wise, it’s interesting to note that Dialpad and OpenPhone cost the same, starting at $15/user/month. However, you’ll get a lot more bang for your buck in terms of features with Dialpad.

Choosing between these boils down to your needs. If you prioritize simplicity, OpenPhone might be the better fit. If AI-powered insights and complex CRM integrations are crucial, Dialpad is your answer.

Verdict – Is OpenPhone Worth it?

OpenPhone is user-friendly, affordable, and delivers on core calling functionalities — overall, it’s undoubtedly worth considering, especially for SMBs, and boasts reviews that correspond to this.

We found that despite its stripped-down, minimalist style OpenPhone provides powerful features for team collaboration and analytics, and it doesn’t require heaps of training to use.

However, if you require advanced features or anticipate significant scaling, exploring OpenPhone alternatives would be wise. Ultimately, the decision depends on your specific needs and budget.

How We Test VoIP Services

Techopedia has been an authoritative voice on all things tech for 13+ years, helping our readers navigate the ever-evolving digital landscape. We don’t simply review software.

We rigorously test and analyze the tools we recommend, including the best VoIP services. For example, for this OpenPhone review, we dissected its pricing, apps, call quality, ease of use, feature functionality, and integrations.

It doesn’t stop with our own testing, either. We gather user reviews to paint a comprehensive picture of OpenPhone’s strengths and weaknesses, offering a well-rounded overview of the tool.

How to Choose the Best VoIP Provider

Cutting the cord on traditional phone lines and jumping into the VoIP world can feel a little daunting. Before deciding which is the best software solution, here are some key factors to consider:

PriceFeaturesScalabilityTechnical AbilitiesIntegrationsCustomer SupportUptime

Make sure the platform matches your budget, and be sure to consider the feature-to-price value you’re getting.

Not enough features, too many features, or highly advanced features may create challenges and problems. Be sure that you’re not overspending on functionality you won’t use and that the plan you can afford offers what you need.

You want to be able to scale up or down in just a couple of clicks. Analyze the cost and availability of additional features as your team expands or downsizes.

Choose a system that doesn’t require a degree to set up and operate. Remember, employee adoption is crucial.

Find out what tools your company and IT team are already running. Evaluate which integrations matter most and check if they’re included in your plan.

Check available support hours and methods, and be sure you’re choosing a provider that boasts good reviews.

Understand the provider’s uptime percentage and its impact on your business operations. Every second counts.

OpenPhone Review FAQs

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Ray Fernandez
Senior Technology Journalist
Ray Fernandez
Senior Technology Journalist

Ray is an independent journalist with 15 years of experience, focusing on the intersection of technology with various aspects of life and society. He joined Techopedia in 2023 after publishing in numerous media, including Microsoft, TechRepublic, Moonlock, Hackermoon, VentureBeat, Entrepreneur, and ServerWatch. He holds a degree in Journalism from Oxford Distance Learning and two specializations from FUNIBER in Environmental Science and Oceanography. When Ray is not working, you can find him making music, playing sports, and traveling with his wife and three kids.