Must-have features
- IVR menus — route callers by keypress
- Ring groups — ring multiple people at once
- Queues — hold callers with music and position
- Call recording — for coaching and compliance
- Voicemail transcription — read messages by email
- Business hours — different routing at different times
- SMS support — where available
- Softphone apps — browser and mobile
Nice-to-haves
- CRM integrations
- Call analytics dashboard
- Webhooks and API access