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CallFactory UK
A licensed operator in 14 countries, with its own interconnect

Two routes, two ways to pay. Everything over the internet via VoIP, or the premium route over the fixed and mobile networks.

With us you choose, per number, how a call is delivered, and that also decides how you pay. If everything runs over the internet via VoIP, choose the VoIP Phone System: a fixed, low price per employee, with unlimited calls subject to fair use and every feature of the platform. If a line must always get through, even when the internet falters or an app has been closed in the background, choose a plan with the premium route: we then deliver the call over the fixed and mobile networks, straight to a mobile or landline, and you pay per second for what you call. That is the choice for call centres, sales lines, help lines and emergency lines. Both run on our own platform, and you can switch at any time.

See the plans
Two routes

VoIP or the premium route: you choose what suits your line

Both routes run on the same CallFactory platform, with the same dashboard and the same features. The difference is how the call reaches you, and so how you pay.

Everything over the internet via VoIP

VoIP Phone System

Everyone makes and takes calls over the internet, for a fixed price per employee. No minutes to count.

Caller → internet → app, browser phone or VoIP desk phone

  • £13 per employee a month, no per-minute rate
  • Unlimited calls to UK and EU landlines and mobiles, subject to fair use
  • Every feature of Phone System and Customer Service
  • Shared handsets free
  • Depends on a good internet connection, in the office and at home
  • If the connection drops or the phone closes the app, it does not ring

Choose this for teams with a good connection who call customers regularly. See the VoIP Phone System

The premium route

Plans, billed per second

We deliver the call over the fixed and mobile networks, as an ordinary phone call, straight to wherever you want it.

Caller → fixed or mobile network → mobile, landline, call centre or voicebot

  • Rings without an app, Wi-Fi or mobile data, even when the office internet is down
  • Answering over the internet stays free; only the phone network costs 10p a minute
  • No bundle and no minute cap: you pay per second for what you call
  • Can be combined with VoIP desk phones in the office
  • You pay per minute for the part over the phone network

Choose this for call centres, sales lines, help lines and emergency lines. See the plans

You choose per number, and you can always switch.

Many businesses combine the two: staff in the office call everything over the internet via VoIP, and the number that matters most, such as the support line or the emergency line, runs over the premium route to a combination of existing landlines and mobiles, which you route flexibly and control from the team dashboard. That works because we are a telecoms operator, with licences, our own interconnect with the fixed and mobile networks and our own platform. We sell direct, with no reseller in between, and your questions go straight to the people who built the platform.

If one route stops fitting, you move to the other. Your number, routing and dashboard stay the same. See the VoIP Phone System or the plans.

26 years in telecoms · licensed in 14 countries · own interconnect with the fixed and mobile networks · platform built and run in-house · sold direct, never through a channel

When the premium route is worth it

On a sales, support or emergency line, a missed call costs more than the minute.

We provide a telecoms service, and that service has exactly one job: make the phone ring. That is why we specialise in the numbers that matter most: sales lines, support lines, and out-of-hours and emergency lines. On those lines a missed call is never a small thing, but a customer, a sale or someone who needs you right now.

£50

is what one lead costs on average through Google Ads — a click that actually turns into contact. For business services it is nearer £77, for legal services nearer £98.

Source: WordStream / LocaliQ 2026 benchmark across 13,000+ search campaigns: $66.69 average, $103.54 business services, $131.63 legal. Converted at the September 2026 rate.

£0.25

is what an average two-and-a-half-minute business call costs on our most expensive route — delivered to a mobile, over the mobile network.

2.5 minutes at 10p, billed per second. The same call answered over the internet on your desk phone is free.

0.5%

is what that call costs over the premium route, compared with the £50 you paid to win it.

Save £10 a month on telephony, miss one advertised call because of it, and you are £40 down.

The sales line

You have already paid before the phone rings

You pay per click to be found, and only a fraction of those clicks actually call. What is left is an average of about fifty pounds per call that comes in. That money is spent before anybody picks up, and it does not come back if nobody does.

Compared with that, 10p a minute for the premium route is negligible.

The support line

Here the bill is not in your ad account

A customer who cannot get through once will try again. One who cannot get through twice often stops calling and looks for an alternative. That costs no advertising budget, but it does cost revenue from a customer you already had.

On a number printed on your invoices and in your customer portal, being reachable is the most important thing you deliver.

The out-of-hours or emergency line

Here the phone has to ring at three in the morning too

A leak, a breakdown, a client who needs help. A number that has to work outside office hours and at weekends cannot depend on an app or on the office internet. So we deliver those calls over the fixed and mobile networks, straight to the phone of whoever is on call.

If the first person does not answer, the call moves on to the next. That is exactly why we do not economise on the premium route.

Minutes on the plans

How we charge per minute on the plans

These rates apply to the Business Number, Phone System and Customer Service plans, and to freephone and international numbers. When a call comes in over the internet on your softphone, desk phone or browser phone, it is free. The meter only runs when a call travels over the fixed or mobile network, and then per second. The VoIP Phone System has no per-minute rate: calls over the internet are included in the fixed price per employee.

The rate of the place where a call ends covers the whole call.

Including the time in the menu and the queue. Only a call answered over the internet is free; every other minute is a billed minute, charged per second.

Answered over the internet

Free

The internet route

You do depend on a working internet connection of sufficient quality.

  • Inbound on a softphone, desk phone or the browser phone
  • Calls between colleagues

the everyday rate for a team sitting at desks

Calls you place yourself

5p per minute

Outbound over the internet

  • From a VoIP device or the browser phone
  • The United Kingdom, Europe and the United States, one rate
  • With your business number shown

one rate, three continents, no destination table

Delivered to a mobile or landline

10p per minute

The premium route

  • Forwarded to a mobile or landline

the best route over the fixed and mobile networks: you do not depend on a working internet connection

A caller presses “2”, waits a minute and talks to your colleague on the desk phone for four minutes.

Free

The same caller, forwarded to your mobile: 5 minutes at 10p.

£0.50

You are in the car without Wi-Fi or mobile data. A customer calls and your mobile simply rings, as a normal call over the mobile network. No app has to be running in the background. 2.5 minutes at 10p.

£0.25
Voicebot

Every caller answered straight away, day and night

Our own voicebot answers when you cannot: in the evening, at weekends, or when it is busy. It answers the questions you get every day, notes what the caller wants and puts them through to you or a colleague when needed.

  • Available 24/7, including bank holidays and outside office hours
  • No queue: if ten people call at once, all ten are helped straight away
  • You know exactly what was said: read back every call in full, not just a short note
  • Your answers, every time: you teach the bot what to say, and it does not forget

£43 a month

+ 30p a minute

Only the minutes the bot is in a call, billed per second. If it puts the caller through, the rest is charged at the rate of where the call ends. Available from Phone System upwards.

What that per-minute price is actually buying

The inbound leg

The call arriving on your number from wherever the caller is, on whatever network they are using.

The platform, and everything on it

Routing, hours, menus, queues, recording, voicemail, the dashboard and the call log. Never a separate line on the invoice.

The outbound leg

Delivering the call to the endpoint you chose, over the route that endpoint implies.

One per-minute price

No separate charges per feature, and nothing for the minutes nobody used.

Which is why you cannot compare our per-minute price like for like with that of a provider that only offers VoIP. With us you choose whether calls are delivered over the internet or over the fixed and mobile networks.

Quoted on request

Minutes on freephone and international numbers

The rates above are for local, national and 03 numbers. On a freephone number you pay for the call instead of the caller, and on an international number the per-minute rate depends on the country. Forwarding to a mobile abroad and calling out beyond Europe and the United States are quoted on request too.

Ask and you get a sharp rate for your freephone and/or international number.

Mixing the routes

Most teams pay 10p only when it matters

To your desk phones during the day, free. To a mobile as the fallback in the evening, at 10p. You only pay the premium rate for the calls that genuinely end up on a mobile.

Set per person and per time of day, from the dashboard.

Grow without switching

Start with one number, build out when you want

Many providers build one product with one funnel that every customer has to go through. We have been doing telecoms on our own platform for more than 25 years. You start with one number on your mobile and add what you need: a team, a menu, a freephone number, numbers in other countries, a voicebot or an integration with your own systems.

Same number, same dashboard. You never have to move because your business grows.

No asterisks

What comes with the number, and what is quoted on top

Here you can see in advance what comes with your plan and what does not, so there are no surprises later on.

Comes with every plan

Included, at no extra cost

  • The web interface — numbers, routing, hours, devices and recordings.
  • Unlimited logins — a personal account for everyone, with their own permissions.
  • Your full call history — no rolling window, no cap on how far back it goes.
  • Statistics and Excel export — volumes, peak hours, busiest devices.
  • Shared handsets — as many as the office needs, and none of them counts as a user.
  • Setup of complex routing — built with you by our specialists, free.
  • Porting away — the number is yours; if you leave, you take it, without penalty.

Everything needed to run your number is in the plan.

Quoted separately

Priced on top, when you want them

  • AI voicebot — developed in-house, on the same platform as your calls: £43 a month + 30p a minute, from Phone System upwards. Custom bots with integrations on quote.
  • Linphone softphone licences — per licence, reassignable when colleagues change.
  • Calendar routing — plan your rota yourself weeks and months ahead in a separate application with its own licence, £43 a month extra.
  • Custom API and integration work — endpoints built to fit your systems.
  • Minutes — free when answered over the internet, 5p to call out, 10p over the phone network, billed per second. No minute cap: every minute is simply paid for. Reasonable use: for structurally very large volumes we agree a custom price with you. On the VoIP Phone System, calls over the internet are already in the price per employee.

All optional: your number works without them.

The networks we connect to

Interconnected directly, which is why the premium route exists

Because we hold operator licences and interconnect directly with the networks below, we do not buy minutes from a wholesale broker. You do not see it, but it is the reason your calls arrive.

  • BT
  • Vodafone UK
  • Telia
  • Proximus
  • Telecom Italia
  • Telefónica

These are our interconnect partners, not customers.

Questions

Background — frequently asked questions

Because we then deliver the call over the real mobile network, as an ordinary phone call. Your phone rings without an app, without Wi-Fi and without mobile data, also when you are on the road or the office internet goes down. An app has to keep running in the background and receive a notification in time; the mobile network does not. That certainty is the premium route, and it costs 10p a minute, billed per second.

Not necessarily. If everything you do runs over the internet via VoIP, our VoIP Phone System is the low-cost choice: £13 per employee a month, unlimited calls subject to fair use and every feature of the platform. The plans with the premium route are charged per minute, because we then deliver the call over the fixed and mobile networks, as an ordinary phone call without an app. That is what you choose for lines that must not depend on an internet connection, such as a sales line, help line or emergency line. Why calls through an app sometimes go missing on the road is explained in our article VoIP app on your mobile.

One after another (the default): the call rings the first colleague, then the next. Round robin: each new call starts with a different colleague, so the work is shared fairly. All at once: every phone rings together and whoever answers first takes the call.

An answering service picks up the phone and takes a note. Callers wait when it is busy, and you never hear exactly what was said. Our voicebot answers every caller straight away, even if ten call at once, day and night. It answers questions itself with the answers you teach it, you can read back every call in full, and when a caller needs you, it puts them through. You pay £43 a month plus 30p for every minute the bot is talking, billed per second. The voicebot is available from Phone System upwards.

That depends on how you call, which is why you can choose either with us. On the plans you pay per second for what you call. There is no bundle to use up: a 500-minute bundle sold to a line that uses 113 is 387 minutes you pay for and never use. That is the cheapest choice if you rarely dial out, and the only one if calls must also reach you over the fixed and mobile networks. If everything runs over the internet via VoIP and you call customers a lot, the VoIP Phone System is simpler: £13 per employee a month, with unlimited calls subject to fair use. For us, fair use means normal business calling by your own staff: no call centre, no autodialler and no resale. If we see very high volumes month after month, we get in touch and agree a custom proposal with you. We will not simply cut you off.

It becomes a custom plan, and you talk to us directly. At that size it is usually about several numbers, teams, menus and integrations rather than which plan fits. Several numbers on one account are custom for the same reason.

No. Everything is sold and supported directly by us. That means the features you are told about are the ones that exist today, and a question about your routing reaches somebody who knows the platform.

Yes. Porting runs in the background without downtime, so customers keep dialling the number they know. We handle the process; the lead time depends on the fixed porting procedure.

Yes. It is your property, and you port it out without penalty. We help you make the transfer a clean one.

From Phone System upwards you write a note against any call and star an important call with one click. In Customer Service those notes and stars follow the caller: on that number’s next call, everyone in the team sees what was agreed before and who is handling the call-back. If you record the call, we turn it into text with AI, with caller and agent kept apart. Every call in your overview has a short summary, so you see at a glance what it was about. Ideal for keeping track of agreements and for training new colleagues on real calls.

Often, yes. You register your number yourself in the free WhatsApp Business app and choose “Call me” for verification. WhatsApp decides whether the number is accepted and stays active, and because CallFactory is not an official WhatsApp partner, we cannot guarantee it. Test it during the free trial. Our article on WhatsApp on your business number explains what is and is not allowed.

Yes. We are a licensed operator in fourteen countries and offer numbers in many more, all on one dashboard. An international number costs £43 a month with every Customer Service feature; the per-minute rate differs by country and comes on request. Ask early, too: some markets require the user of a number to be located in-country.

Seen enough? Choose the plan that fits.

A plan for every route, or a fixed price per employee if everything runs over the internet via VoIP. Try it free for 7 days.

See pricing

Happy CallFactory customers:

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