Gradwell Communications phone systems review – Is it the right choice for your business?

When it comes to choosing a reliable phone system for your business, Gradwell Communications is a name that’s likely to pop up. Specialising in VoIP and cloud-based telephony solutions, Gradwell Communications has built a reputation as a provider that caters specifically to the needs of small and medium-sized businesses. But is it the right choice for your business? In this review, we’ll explore Gradwell features, costs, customer support, and the pros and cons to help you make an informed decision.

Overview of Gradwell Communications

Founded in 1998, Gradwell Communications is a UK-based telecommunications provider known for its robust range of VoIP services and cloud-based phone systems. The company focuses on offering scalable and flexible solutions, making it popular among small and mid-sized businesses that need reliable communication without heavy infrastructure costs.

Gradwell’s solutions are built with business needs in mind, offering a variety of phone systems that include hosted VoIP, SIP trunking, and collaboration tools, all designed to support teams working both on-site and remotely.

Key features of Gradwell Communications phone systems

Gradwell Communications’ phone systems are packed with features that enable seamless communication, efficient collaboration, and advanced management. Here’s a closer look at what you can expect:

1. Hosted VoIP

Gradwell’s hosted VoIP service is designed to give businesses a fully managed, cloud-based phone system that eliminates the need for on-site hardware. The hosted solution includes the following:

• HD voice quality for clear communication
• Call forwarding, routing, and queuing to manage inbound and outbound calls efficiently
• Voicemail to email to ensure messages are never missed
• Automated attendants and IVR options for a professional caller experience
• Mobile app integration so staff can make and receive calls from anywhere

2. SIP trunking

For businesses with existing on-site phone systems, Gradwell offers SIP trunking services, allowing integration with their existing PBX systems to make and receive calls via the internet. This option helps reduce costs on traditional phone lines and offers features like:

• Flexible trunk channels to scale with business needs
• Reliable failover options to ensure continuity during outages
• High-quality voice service with UK-based support

3. Unified Communications

Gradwell’s Unified Communications (UC) platform brings together voice, messaging, and collaboration tools in one solution. It includes:

• Instant messaging and presence management
• Video conferencing for team collaboration
• File sharing for document management and real-time collaboration
• Integration with popular business tools such as Microsoft Teams and CRM platforms

This all-in-one platform is ideal for businesses looking to enhance productivity, especially those with remote teams or multiple office locations.

4. Advanced call management and reporting

Gradwell Communications offers sophisticated call management options that allow for efficient call handling, ensuring no call is missed and customer satisfaction remains high. Key features include:

• Call recording for training and compliance
• Call analytics and reporting to track performance metrics
• Call monitoring and whisper coaching for quality control in customer service teams

5. Flexible device compatibility

Gradwell’s system works with a wide range of devices, from traditional desk phones to softphone applications. They also offer hardware solutions, such as VoIP-compatible handsets and headsets, which can be purchased directly through their website.

Gradwell pricing structure

Gradwell Communications offers competitive pricing tailored to the needs of different business sizes and types. Pricing is usually determined by the number of users and the specific services included in each package. Here’s a general breakdown:

• Hosted VoIP packages: Prices start at around £10 per user per month for essential features and scale up based on additional features like call analytics, advanced call management, and CRM integrations.
• SIP trunking services: Rates vary depending on the number of trunks required, with a starting price around £7 per month per channel.
• Unified Communications package: UC solutions typically cost around £15-£25 per user per month, depending on the features and integrations needed.

Gradwell offers tailored packages for different business needs, so businesses can work with the Gradwell team to get a custom quote based on their unique requirements.

Pros of Gradwell – What we like

• Affordable and scalable: Gradwell’s solutions are budget-friendly, making them an ideal choice for SMEs. The scalable nature of their services allows businesses to add or remove features as needed, keeping costs manageable.
• UK-based support: With UK-based customer support, Gradwell provides quick and reliable assistance, which is particularly beneficial for local businesses needing responsive help.
• Feature-rich solutions: Gradwell’s phone systems come packed with features suitable for businesses looking to improve both customer-facing and internal communication.
• Easy remote working capabilities: The mobile app and UC platform make it simple for remote and hybrid teams to stay connected and collaborate effectively.
• Customisable packages: The ability to tailor packages means businesses only pay for what they need, with options to add specific features like call reporting or CRM integrations.

Cons of Gradwell – Potential drawbacks

• Limited integrations: While Gradwell offers some integrations with popular tools, their offerings are not as extensive as larger international providers, which might limit compatibility for businesses with highly specific software needs.
• Less suitable for large enterprises: Gradwell’s focus on SMEs means that their infrastructure and support might not be suitable for very large organisations with complex telephony needs.
• Installation costs for hardware: While hosted VoIP requires minimal on-site hardware, businesses opting for SIP trunking or additional hardware may incur extra setup costs.

Gradwell Communications reviews and ratings

Gradwell Communications has received the following ratings and reviews across various platforms:

• G2: Gradwell holds a 4.5 out of 5-star rating based on four reviews. Users commend the service for its ease of use and affordability, though some have noted recent declines in customer support quality.
• Yell: On Yell, Gradwell Communications has a 3.0 out of 5-star rating from four reviews. Feedback is mixed; some customers praise the company’s systems and long-term service, while others report issues with system reliability and customer support responsiveness.
• Indeed: Employee reviews on Indeed rate Gradwell Communications at 5.0 out of 5 stars, based on four reviews. Employees highlight a positive work-life balance and a supportive company culture.

Please note that these ratings are based on a limited number of reviews, which may not fully represent the overall customer experience.

Customer support and service reliability

Gradwell Communications is known for its responsive UK-based customer support. They offer multiple channels of support, including phone, email, and an online knowledge base. Reviews suggest that their support team is efficient and helpful, particularly when assisting businesses new to VoIP solutions.

Their phone systems have a reputation for reliability, with few reports of downtime. The company offers service-level agreements (SLAs) for certain packages, ensuring businesses can rely on uninterrupted service and prompt support when needed.

Review – Who is Gradwell Communications best suited for?

Gradwell Communications is an excellent choice for small to medium-sized businesses in the UK that require an affordable, feature-rich business phone system with reliable support.

It’s particularly beneficial for businesses looking to support remote or hybrid teams, as well as those with a limited budget for on-site infrastructure.

However, businesses with highly specialised software needs or larger organisations with complex telephony requirements may want to explore providers with broader integrations and enterprise-level support.

Final verdict – Is Gradwell Communications right for your business?

Gradwell Communications offers a compelling package for SMEs in the UK seeking a flexible, affordable, and reliable phone system.

With features that support remote working, scalable packages, and responsive local support, Gradwell provides excellent value for businesses prioritising both cost-efficiency and functionality.

For SMEs looking for an easy-to-manage, customisable phone system without extensive on-site requirements, Gradwell Communications is certainly worth considering.

However, if your business requires advanced integrations or an enterprise-grade solution, it may be beneficial to explore other options.

FAQ – Gradwell Communications review