800.com Reviews | Benefits, Pricing Plans, Pros and Cons as a VoIP

📱 Communication — SMS Marketing

800.com's SMS marketing tool is one of its strongest differentiators. Businesses can create outbound SMS campaigns (promotional messages, appointment reminders, follow-ups, or announcement blasts) and send them to their full contact list with a single action. Unlike many VoIP platforms that treat SMS as a secondary feature, 800.com has built genuine campaign management around it.

The platform allows you to create personalised messages, segment contacts into lists, schedule campaigns, and track every aspect of performance, delivery rates, responses, opt-outs, and engagement patterns.

An automated response system triggered by specific keywords allows 800.com to send instant replies to incoming messages — useful for handling after-hours inquiries with pre-configured responses without requiring manual monitoring.

One notable limitation: 800.com does not currently support conference calling. Businesses that hold regular group calls with multiple participants will need a separate conferencing solution.

📞 Call Handling and Routing

800.com provides a comprehensive call management toolkit designed for businesses that receive significant inbound call volume and need flexible routing rules to ensure calls reach the right person efficiently.

• IVR menus and auto-attendant — create customised call menus that direct callers to the appropriate department, person, or recorded message based on their selection. Professional greetings and menu prompts give small businesses the telephone presence of a larger operation.
• Multiple forwarding options — Standard forwarding (send to one number), Simultaneous ringing (ring multiple numbers at once until someone answers), Sequential forwarding (try number 1, then number 2, then number 3 in order), and Geographic routing (route calls to different numbers based on the caller's location).
• Extensions — assign internal extensions to keep communication organised within the company without requiring separate phone lines.
• Call blocking — block specific numbers or number patterns to prevent spam and unwanted calls from consuming team time.
• Call recording — record incoming and outgoing calls for compliance, training, or quality assurance purposes. All recordings are stored and accessible through the dashboard for a defined retention period.
• Call transcription — recorded calls are automatically transcribed to text, making it easy to search past conversations, extract key information, and review call content without listening to the full recording.
• Music on hold and whisper text — callers hear music or messaging while on hold; agents hear a whispered description of the campaign or line the call is coming from before the call connects, allowing for context-specific greetings.

🔢 Phone Numbers — Toll-Free, Vanity, and Local

The phone number selection is the feature that gives 800.com its brand name and its strongest competitive position. The platform maintains an extensive inventory of available numbers across three categories:

• Toll-free numbers — numbers with 800, 833, 844, 855, 866, 877, or 888 prefixes. Toll-free numbers signal a professional, established presence and allow customers to call without incurring charges.
• Vanity numbers — custom number sequences that spell out a word or memorable pattern (e.g., 1-800-FLOWERS). These are particularly valuable for businesses that advertise via radio, TV, or print where a memorable number matters.
• Local numbers — numbers with specific area codes, useful for businesses that want to project a local presence in specific geographic markets.

The platform supports straightforward number porting — transferring an existing business phone number from another carrier to 800.com.

There is no activation fee for adding local or toll-free numbers. One significant limitation: international phone numbers are not available — the platform only supports US-based numbers.

📊 Call Analytics and Tracking

800.com's analytics suite is designed to help businesses understand which communication activities are working and which need improvement. The analytics dashboard surfaces data from both inbound and outbound calls and SMS campaigns in a filterable interface.

• Call volume tracking — total calls by day, week, or month, with trend visualisation to identify peak periods and staff accordingly
• Call duration analysis — average call length by number, campaign, or agent
• Geographic heat mapping — where calls are originating from, useful for evaluating which geographic markets are responding to marketing
• Keyword spotting — the transcription system identifies frequently used words and phrases across calls, highlighting emerging customer questions and objections without requiring manual review of every recording
• Lead tracking — assign unique phone numbers to specific marketing campaigns (a print ad, a Google Ads campaign, a social post) and track which sources generate the most calls

🖥️ Phone System Management

The 800.com management experience is built around accessibility and simplicity. The full feature set is available through a web browser without requiring software installation, and a mobile app and mobile-optimised website allow remote management from any device.

Contacts can be managed directly within the platform — imported from CSV files, added manually, or organised into lists for campaign targeting. The platform shows the status of each contact across campaigns (active, unsubscribed, or invalid) allowing for clean list hygiene without external tools.

Online faxing is included, providing a secure way to transmit documents without traditional fax hardware. Both inbound and outbound faxes are managed through the dashboard and stored securely in the platform.