Vendor Spotlight: Talkroute Virtual Phone System

The world of business communication has shifted dramatically in recent years, especially with the rise of remote work, global business operations, and the increasing need for scalable, flexible communication systems. Traditional landlines and on-premise PBX (Private Branch Exchange) systems no longer meet the needs of modern businesses. This is why cloud-based solutions such as Talkroute have become attractive.

Talkroute is a VoIP (Voice over Internet Protocol) provider that offers an advanced virtual phone system designed to serve small to medium-sized businesses with cost-effective, scalable, and flexible communication tools.

This vendor spotlight takes a deep dive into the Talkroute Virtual Phone System, its features, benefits, and how it stands out as one of the leading solutions in the VoIP space. From its user-friendly interface to its robust security features, we will analyze the capabilities of Talkroute and why it’s a great choice for businesses looking to enhance their communication infrastructure.

Founding and Background

Talkroute was founded in 2013 in Wheaton, Chicago, Illinois, but the grain of an idea for the business was actually formed in 2011. Paul Howey was an entrepreneur trying out emerging digital voice communications systems, such as Google Voice. However, none of these systems fully addressed the needs of small businesses – the technology wasn’t quite mature enough to provide a fully digitized telephone system.

Fortunately, Paul’s brother, Eric, worked in the Telecom sector and he set himself to developing a system that would meet Paul’s needs. The task took two years. As time passed and cloud computing became more mainstream, the work of the Howey brothers became easier.

Talkroute was sufficiently developed by April 2015 to attract seed investment from Arthur Ventures. The company has grown at a moderate pace, and the brothers were able to keep control of the company. Today, the pair still run Talkroute, with Eric Howey continuing in his development role as the Chief Technology Officer, while Paul Howey is the business’s CEO.

Talkroute operates a virtual office. Its official location is in Wheaton, but Paul Howey now lives in Nashville, Tennessee, and Eric Howey is based in Las Vegas, Nevada.

Timeline and Evolution

• 2013: Talkroute Inc. was founded by Paul Howey and Eric Howey in Wheaton, Illinois. The company aimed to provide a cloud-hosted virtual phone manager to unify existing phones and services under one system.
• 2015: Talkroute secured early-stage venture capital funding from Arthur Ventures. The funding allowed Talkroute to develop new features and improve its infrastructure.
• 2020: The company received a Paycheck Protection Program (PPP) loan to support its operations during the COVID-19 pandemic. This financial assistance enabled Talkroute to continue providing uninterrupted services to its customers.
• 2023: Talkroute continued to grow and innovate, offering a range of communication tools, including call forwarding, text messaging, video conferencing, and voicemail services. The company remained committed to providing enterprise-level phone systems without the need for physical equipment.
• Present: Talkroute remains headquartered in Wheaton, Illinois, and continues to serve businesses of all sizes with its comprehensive virtual phone system. The company focuses on delivering reliable and user-friendly communication solutions to help businesses manage their phone systems efficiently.

Key People

• Paul Howey – Co-Founder & CEO Paul Howey co-founded Talkroute Inc. in 2013 and serves as the Chief Executive Officer. With a background in technology and business management, Paul has been instrumental in guiding the company’s vision and growth.
• Eric Howey – Co-Founder & CTO Eric Howey is the Co-Founder and Chief Technology Officer of Talkroute Inc. He oversees the technical development and innovation of the company’s virtual phone system, ensuring it meets the needs of both small and large businesses.
• Ryan Scott – Head of Customer Success, Ryan Scott leads the Customer Success team at Talkroute. He is responsible for ensuring that customers have a seamless experience with the company’s services and receive the support they need to maximize the benefits of Talkroute’s solutions.
• Madonna Labranche – Manager, Customer Success Madonna Labranche manages the Customer Success team, working closely with clients to ensure their satisfaction and success with Talkroute’s services. She plays a key role in maintaining strong customer relationships and addressing any issues that arise.
• Walt Ball – Customer Service Representative Walt Ball is a dedicated Customer Service Representative at Talkroute. He assists customers with their inquiries and provides support to ensure they have a positive experience with the company’s virtual phone system.
• Tiffany Spearson – Customer Service Representative Tiffany Spearson is a Customer Service Representative at Talkroute. She works alongside the customer service team to address client needs and ensure they receive timely and effective support.

Target Market and Customer Base

Target Market

Talkroute primarily targets small to medium-sized businesses (SMBs) looking for flexible, affordable, and scalable communication solutions. Traditional phone systems, including landlines and on-premise PBX solutions, are often too expensive and rigid for SMBs. Talkroute’s cloud-based virtual phone system offers a more efficient and cost-effective alternative, making it especially appealing to businesses with limited resources or those scaling quickly.

In addition to SMBs, Talkroute has expanded its services to accommodate a variety of industries, including:

• Remote and Hybrid Workforces: As remote work continues to rise, businesses require communication tools that can be managed from any location. Talkroute’s virtual phone system is ideal for companies that operate with distributed teams or employ remote workers, enabling seamless communication regardless of geographic location.
• Startups and Growing Companies: For startups in their early stages, Talkroute provides an affordable solution to set up a professional phone system without the need for large capital investment in hardware or infrastructure. With its pay-as-you-go model, Talkroute offers scalable options that grow with the company’s needs.
• Professional Services: Many businesses in professional services, such as law firms, real estate agencies, accounting firms, and consultancy companies, rely on clear communication with clients. Talkroute’s features, like voicemail-to-email, call forwarding, and custom business greetings are tailored for such sectors that require constant availability and professionalism.
• E-commerce and Online Businesses: E-commerce businesses often require reliable communication channels for customer inquiries, order tracking, and support. Talkroute’s cloud phone system can be integrated with various CRM platforms, making it an excellent choice for online retailers and businesses focused on customer experience.

Talkroute’s virtual phone system is also suitable for nonprofits, educational institutions, and government entities that require secure, compliant, and efficient communication tools, all within a cost-effective framework. The flexibility and scalability of Talkroute’s platform make it adaptable to various organizational needs.

Customer Base

Since its founding, Talkroute has built a loyal customer base across multiple industries. The company has focused on providing exceptional value and service, positioning itself as a go-to solution for businesses that require an affordable, efficient, and secure communication platform.

Talkroute’s customer base primarily consists of small and medium-sized businesses, which often face budget constraints but require high-quality business communication systems. The platform’s flexible pricing plans, ease of use, and no-hardware approach make it attractive to companies with limited technical resources or those who want to reduce their reliance on traditional telecom services.

Talkroute is a cloud-based virtual phone system designed to streamline and simplify communication for businesses of all sizes. It offers businesses a reliable VoIP solution that leverages the power of the internet to make and receive calls, send and receive text messages, and manage voicemails and faxes, all in a secure and scalable environment. The system is designed to cater to modern business communication needs, offering advanced features without the complexity and high costs associated with traditional phone systems.

The service works through an internet connection, which eliminates the need for costly landline systems and on-premise hardware. The system is entirely cloud-based, making it ideal for businesses that operate remotely or have teams spread across different geographic locations. Whether your team is located in a single office, multiple offices, or working remotely, Talkroute provides the flexibility to stay connected no matter where your employees are located.

Service Components

Talkroute offers a comprehensive suite of features that cater to a wide range of business communication needs. Some of the key features that make Talkroute stand out include:

1. Unlimited Business Phone Numbers

Talkroute allows businesses to choose from a variety of phone numbers, including local, toll-free, and vanity numbers. This feature is particularly useful for businesses looking to expand their reach and establish a professional image with clients and customers. You can manage multiple phone numbers from a single dashboard, making it easier to track communication from various marketing campaigns, regions, or departments.

• Local Numbers: Choose a local area code for customers in specific regions.
• Toll-Free Numbers: Enhance your business’s professionalism with a toll-free number.
• Vanity Numbers: Select a custom phone number that’s easy for customers to remember.

2. Call Forwarding and Routing

Talkroute allows businesses to set up call forwarding and routing to ensure that calls are always answered in the most efficient way possible. Whether forwarding calls to different team members or different locations, this feature ensures that no call goes unanswered, which can significantly improve customer service.

• Customizable Call Routing: Direct calls to specific departments or individuals based on time of day, location, or availability.
• Call Forwarding: Forward calls to mobile phones or other devices, ensuring you never miss an important call.

3. Voicemail to Email

Talkroute’s voicemail-to-email feature automatically sends voicemails as audio files directly to your email inbox. This allows you to listen to messages from any device and ensures you won’t miss a message when you’re away from the office or on the go.

• Audio File Format: Receive voicemails in easy-to-access audio formats.
• Convenience: Listen to your messages on any device, whether you’re at your desk or on your mobile device.

4. Automated Attendant

The automated attendant feature acts as a virtual receptionist, greeting callers and offering them options to route their call to the correct department or individual. This feature not only enhances professionalism but also saves time for your team, allowing them to focus on more critical tasks.

• Custom Greetings: Record personalized greetings to suit your brand.
• Efficient Call Routing: Let callers choose the department or person they need, reducing the time spent on call transfers.

5. Mobile App Integration

Talkroute is accessible through mobile apps, ensuring that businesses and employees can stay connected while on the go. The mobile app is available for both iOS and Android devices, making it easy for users to access their virtual phone systems from their smartphones.

• Mobile Flexibility: Stay connected to your business phone system from anywhere.
• Call Management: Manage calls, texts, and voicemails from your smartphone, all through the Talkroute app.

6. Customizable Business Hours

You can set up customized business hours within Talkroute, ensuring that calls are routed based on your operating schedule. This feature is perfect for businesses that have varying hours of operation or for companies that operate internationally and have to deal with multiple time zones.

• Set Business Hours: Configure specific hours for your business, ensuring callers are greeted appropriately outside business hours.
• After-Hours Greeting: Set up a different greeting or voicemail message for calls outside your business hours.

7. SMS/Text Messaging

In addition to voice communication, Talkroute also supports text messaging. With Talkroute, you can send and receive SMS messages directly from your business phone number. This feature makes it easier to communicate with customers via text, which has become a preferred method of contact for many.

• Text Messages from Business Number: Send and receive texts using your business phone number, maintaining professionalism.
• Customer Support via SMS: Use text messaging for customer support and inquiries, making it easier for clients to reach you.

Key Features and Pros & Cons

Key Features:

• Call Forwarding & Routing: Forward calls to a single phone or multiple phones and set up scheduled call forwarding.
• Text Messaging: Send and receive SMS and MMS messages from the online dashboard, desktop, mobile, and web apps.
• Video Meetings: Host video conferences with up to 100 participants, including features like screen sharing and whiteboard.
• Customizable Menus: Create departments, forward calls to team members, and set up custom messages and submenus.
• Voicemail: Route callers directly to a voice mailbox and receive notifications for new messages.
• Extensions: Create single-digit extensions and informational extensions for easy call management.

Customer Support and Service

Talkroute prides itself on its excellent customer support. Their support team is available 24/7 via phone, email, and live chat to assist with any technical issues or inquiries. Talkroute also offers an extensive knowledge base on its website, where users can find articles, guides, and FAQs to troubleshoot issues independently.

• 24/7 Support: Access customer support at any time through various channels.
• Live Chat: Get quick responses to your questions via live chat.
• Knowledge Base: Use their knowledge base to solve issues or learn how to use specific features.

Major Competitors

1. Grasshopper A virtual phone system designed for small businesses and entrepreneurs. Known for its ease of use, it provides features like call forwarding, voicemail-to-email, and custom greetings, helping businesses maintain a professional image.
2. RingCentral A leading provider of cloud-based communications and collaboration solutions. Its platform includes VoIP, video conferencing, messaging, and call management tools, catering to businesses of all sizes with global reach.
3. 8×8 A cloud communications provider that offers VoIP, video conferencing, and contact center solutions. Known for its scalability, its customer base includes SMBs and large enterprises.
4. Nextiva A unified customer experience management platform with call management, team collaboration tools, and CRM integrations. It includes call analytics and cloud PBX.
5. Vonage This VoIP service provider offers business plans with cloud-based phone systems, video conferencing, and messaging. It serves businesses of all sizes.
6. Ooma Cloud-based phone services for businesses, offering VoIP calling, video conferencing, and call management.

Spotlight Wrap Up

Talkroute stands out for its user-friendly interface, affordability, and comprehensive suite of features. Its ability to streamline business communications while providing security, scalability, and remote work capabilities makes it a top contender for businesses looking to improve their phone systems.

This cloud-based service offers a flexible and cost-effective virtual phone system that can meet your communication needs. With its focus on security, customer support, and user experience, Talkroute is positioned as a leading provider in the competitive VoIP space, offering businesses the tools they need to stay connected, productive, and secure.