Net2Phone Canada Review: Smart VoIP That Struggles on Value

Net2Phone is a unified VoIP phone solution that offers a wide range of calling, messaging, and conferencing features – but it comes with a catch.

In Canada, the Business Lite, Business Select, and Business Premier plans cover the core VoIP tools most teams need. However, some capabilities (like call recording and call transcription) are add-ons, and more advanced integrations or analytics sit on higher tiers. The good news: auto attendants and call queues are unlimited, and CRM/Microsoft Teams integrations are included from Business Select.

That said, Net2Phone can still be a strong fit for small to mid-sized businesses, especially those using Yealink or Polycom desk phones, or teams wanting to unify communications under one platform, provided you choose the right tier for your needs.

Net2Phone Review: Key Features and Tools

Net2Phone offers a solid suite of VoIP and unified communications as a service (UCaaS) features, but how comprehensive they are depends heavily on the plan tier.

Call handling and management

All plans include basic call handling features like call forwarding, call waiting, voicemail, and call screening within Net2Phone’s calling app interface called Sonar. In Canada, auto attendants and call queues are included on all plans. Extension mirroring and receptionist/attendant console capabilities are available, with advanced options on higher tiers. This contrasts with some competitors (e.g., RingCentral), which bundle broader admin tools mid-tier by default.

Things are pretty simple to set up overall, too. Halfway down the settings tab of Messages, for instance, you can customize voicemail greetings, with three different ways to set one.

Elsewhere, you can easily set up specific time frames and date ranges (say, if you are on holiday, or simply away for lunch) for call forwarding, as well as set custom music for when users are on hold with your phone line.

There’s also a variety of call queue settings you can implement for different parts of your business. For instance, as you can see here, there is both a Sales Queue and a Billing Call Queue with different extensions and queue types.

These queue types vary from simply ringing all within the group simultaneously (something you can toggle for different devices and phone lines in separate settings under simultaneous ring) to a round-robin (prioritizes agent who has been idle the longest), linear hunt (routes to individual agents in a predefined order) or linear cascade (subgroups of agents in order).

To organise what your extensions are and where they go, the receptionist console (also called an auto-attendant) allows you to do just that in detail.

Though there are more controls on higher tiers, including specific call queue settings that bypass personal user settings, enabling a directory that allows callers to input three letters of a person’s name to reach them.

There are also specific voicemail inboxes, external number routing beyond the Net2Phone system, playing pre-recorded messages at any point within the call flow and repeating prompts. Better yet, you can create sub-auto-attendants that act as further tiers in your calling tree, should you require this complexity.

All this saw Net2Phone score well across call management metrics in our research. On both small and medium business tiers, Net2Phone received full marks for call routing, ring groups and auto attendants, indicating parity with major competitors like Dialpad and 8×8.

SMS and messaging tools

Net2Phone includes native SMS and MMS support across all its plans – a feature that’s still somewhat rare among VoIP providers. Users can send and receive messages directly via the desktop or mobile apps using their business number, helping teams manage customer communications without switching platforms.

That said, while internal messaging is available, it’s limited to one-to-one chat on the Essentials plan. Group messaging and team channels only unlock on the Professional tier and above. WhatsApp support is also “coming soon” but wasn’t live at the time of writing.

By comparison, this betters the likes of Zoom Phone and Vonage. Both include SMS in the US on paid plans but do not support MMS for images and videos. Net2Phone matches RingCentral too, which supports both SMS and MMS in the US across all plans, with generous usage limits.

AI and analytics tools

AI call transcription and summarisation are available on Professional and Ultimate plans but they’re add-ons at the lower tiers. Similarly, advanced analytics and AI coaching are exclusive to the Ultimate plan.

By contrast, Dialpad includes AI transcriptions on all plans and offers sentiment analysis as part of its core value. For businesses that prioritise staff development and insight-led decision-making, Dialpad’s baked-in AI functionality offers better value.

Still, Net2Phone does have some pretty decent charts and analytics tools baked into its platform. Only accessible to office managers and call center supervisors with the relevant user permissions, it offers seven types of graphical representation: line, gauge, single stat, table, grid, note, and iframe.

All of these can be contained within your own custom dashboards, which can be dragged and dropped into your preferred order or hierarchy and general structure, as you can see happening in the image below.

Dive into a specific chart and you can often customize each to retrieve and visualize specific details that you need, say for a report. For instance, you can often choose the breakdown (aggregate, per queue, per agent), select specific call queue(s), set an upper limit for single statistics and choose the default colour, too.

Video conferencing

Full-featured video conferencing is included on Business Select and Premier, but Business Lite plans do not include video.

You’ll get features you come to expect from video conferencing tools in return, like background blur, emoji reactions, breakout rooms, and screen sharing, as well as others that aren’t always present, like YouTube live streaming and YouTube video sharing (although exact availability varies by plan).

You can join a meeting via iOS/Android app or via a web browser on a desktop/laptop, which is handy for communicating wherever you find yourself.

It also has decent security protocols for these meetings, scoring “Grade A” via SSL (Secure Sockets Layer) Labs, which includes encrypted media traffic,  nine-digit passwords for meetings (that can be set to be required for all meetings), guest access control and moderator options to mute or remove participants.

For peace of mind, it’s worth noting that all conference data will be deleted once a meeting ends and Net2Phone states that no data will be shared with other parties.

Integrations, platform and desk phone support

In Canada, CRM integrations and Microsoft Teams integration are included from Business Select upward (not available on Business Lite). This is leaner than providers like RingCentral and 8×8, which include broad app marketplaces across plan tiers.

Still, you do have a decent amount of CRM and helpdesk options, including Zoho, Slack, Zapier (which allows for access to others, like SugarCRM, Freshsales and Zendesk) and others. Those figures don’t get anywhere near RingCentral, which has over 500+ native apps, but with around 15 or so covered, your CRM of choice is probably in the mix.

Plus, should you use a CRM or workspace tool that isn’t covered, or even have your own custom tools, then Net2Phone has custom API options to create custom integrations with its network.

Integrations are one of Net2Phone’s weaker spots unless you’re on Ultimate. Integrations for software like Teams and Salesforce are paid extras for Essentials and Professional users, which is a big miss compared with RingCentral and 8×8, both of which include a broad app marketplace on all plans.

In terms of desk phone hardware support, Net2Phone is primarily designed for Polycom and Yealink devices. These are the manufacturers that Net2Phone recommends and prefers, though it does state that “most IP-enabled phones can be configured to work with our platform”.

That suggests it could still be an option if you have existing hardware from a different manufacturer. You might have to ask first to be sure before opting to sign up for one of its plans.

Either way, Net2Phone has a handy video guide in its knowledge center to help you through the connecting process between such hardware and your software.

Training tools and oversight

A major shortfall is the lack of native call monitoring and coaching tools like barge, whisper and listen in the core business plans. Instead, these features are typically part of a contact center package. This places Net2Phone behind the likes of RingCentral, 8×8, and Dialpad, all of which offer these tools at least on mid-range plans.

In practice, this will limit Net2Phone’s usefulness for call centers or any other businesses that invest in coaching and quality assessment features.

How Much Does Net2Phone Cost?

Net2Phone’s Canadian pricing is tiered by plan and user count, with lower per-user rates on annual terms and bigger teams. All prices below are per user, per month in CAD (taxes/fees extra).

Are there extra fees or limitations?

Yes, as you might have been able to deduce from the other above. While Business Lite is reasonably full-featured (unlimited CA/US calling, SMS/MMS, 1:1 messaging, auto attendants and call queues included), some capabilities are still gated:

• Video meetings & AI: Full video (up to 100 participants) and AI transcripts/summaries arrive with Business Select and above.
• CRM/Microsoft Teams integrations: Bundled on Select/Premier; not included on Lite.
• Advanced analytics/dashboards: Reserved for Business Premier.

The practical upshot: if you need integrations, team messaging, or AI, you’ll likely step up to Business Select; if you need advanced analytics, you’ll need Premier. Competing Canadian-available services like RingCentral, Dialpad, and Zoom Phone often include some of these items at lower tiers.

Is Net2Phone a good value for money?

Net2Phone’s Canadian pricing (per user, per month) scales by seat count, which means you save more the larger your team gets over time. But right out the gate, these are our value judgements:

• Small teams (6 to 25 users): Lite’s inclusions (queues + auto-attendants, SMS/MMS) are strong, but if you also need video, AI, and CRM/Teams integrations, Select is the real starting point.
• Mid to larger teams (26 to 50 / 51+ users): Volume breaks make Select and Premier more compelling, especially if analytics or deeper integrations matter.
• Micro teams (<6 users): Pricing above applies from six seats; very small teams should expect a custom quote and may find rivals with richer entry tiers a better short-term fit.

Still unsure about Net2Phone, use our free quote-finding tool. Fill in a few details about your business, and we’ll match you with our top providers who will reach out to you with obligation-free quotes.

Net2Phone Review: Help and Support

Net2Phone provides multiple support channels for Canadian businesses, with toll-free North American numbers and email help.

Phone support (toll-free in North America)

• Technical support: 24/7 at 866-978-8260 (Option 2)
• Billing inquiries: 866-978-8260 (Option 3)
• Sales: 1-877-729-6671 (Option 2)

Email support

• Technical support: support@net2phone.com
• Billing: billing@net2phone.com
• Customer success: customersuccess@net2phone.com

(Net2Phone doesn’t publish specific email response hours; for urgent issues, phone support is your best bet.)

Self-service resources

• Support portal: support.net2phone.com for articles, FAQs, and guides.
• In-app walkthroughs: contextual help is available within the web app.

• Customer training: on-demand resources are available to help teams get up to speed.

Anything missing?

There’s no live chat customer support with Net2Phone, as far as our research tells us, which could be limiting if you want to talk with customer support agents without waiting in a phone queue.

Net2Phone Review: VoIP Alternatives

Below is an overview of the alternative options to Net2Phone, based on the key factors you need to consider when shopping for a phone system.

We’ll compare the best options for medium-sized businesses in the comparison table below, to take an accurate plan-by-plan view, followed by a broader provider discussion below that.

➡️ RingCentral – Best for feature-rich teams needing integrations and training tools

Price: From $30 per user, per month (Core), to $45 per user, per month (Ultra).
Why choose it: RingCentral includes advanced tools like call whisper/barge, analytics dashboards, and 500+ integrations from the mid-tier up. These are only available on Net2Phone’s Ultimate plan and, even then, Net2Phone still lacks coaching features. Still, it does have unlimited international calling, unlike RingCentral.
Best for: Medium or large teams that need full visibility and CRM-linked workflows.

➡️ Dialpad – Best for AI smarts and built-in transcriptions

Price: From $20 per user, per month (Standard), $30 per user, per month (Pro).
Why choose it: Dialpad includes real-time AI transcription, sentiment analysis, keyword tracking from live calls, call summaries (with action items) and team analytics on all plans. Net2Phone offers AI only from its Professional plan, and we’d argue it has much less complexity than Dialpad (while costing more).
Best for: Small to medium teams wanting affordable AI tools and seamless app use.

➡️ 8×8 Work – Best for international calling and call center features

Price: Custom pricing
Why choose it: 8×8 offers unlimited international calls, CRM integrations and whisper/barge tools, reportedly earlier in its plan lineup. Net2Phone only includes international calling from Professional and training tools are absent entirely.
Best for: Global support teams needing compliance, coaching and quality tracking.

How We Reviewed Net2Phone Canada