Amazing way to control a call center, amazing reports and great customer service team in case needed

Amazing software I love it !

Pros

The fact that you can hear call and monitor every operator on the company, its very uhser friendly and it is an amazing way to monitor your

Cons

The only thing that I would change is the fact that the app for your cell doesn't allow your to hear recorded calls or monitor calls.

Vonage Business works very well for our company

Our overall experience has been great. This is our second year using the Vonage business package and we are very happy.

Pros

We like the ease of adding new lines, adding branch phone, so many reasons we like the company and products. We are a three branch company with drivers all over the place. We can easily transfer calls to our techs on the road, just as if there were in the office. We also like the spam feature, were we can see most calls registered as spam, allowing us to not answer these irritating spam calls. In times when we need to call customer support, Vonage team members are very knowledgeable and helpful. Lastly, we save money with this company, great price for an extra great product and customer service!

Cons

We cannot pick up a call anywhere in the office by parking the call, we must transfer it.

Premium Pricing, Insufficient Support, Unnecessarily Complex Interface

It provides us with voice communications including an autoattendant. However, the experience has been quite frustrating due to high prices and poor service. The only reason I haven't switched us is because other more important projects are waiting.

Pros

- The mobile app is pretty slick and just works.

Cons

- Pricing is on the higher end for these sort of services and lots of functionality not included by default, must use paid add-on. - The emails they send regularly link to their old admin dashboard, when you click you are prompted to visit the new dashboard, redirected to the individual (instead of admin) dashboard and then have to navigate into the admin dashboard. - The UI has improved leaps and bounds over the years but still is over complicated. - We've had an issue for ~1 yr (maybe more) where we are unable to create new voice recordings for the auto attendant (either using their call in feature or uploading a prerecorded file). Always get the run around on this - it is our browser (we are trying from multiple computers using multiple browsers, and yes we have cleared our cache), etc. Sometimes told there is an issue but it will be fixed by x date (never is). In the end we always have to have them upload the file. This time was told it was our network (but we've done it from multiple networks - office and multiple homes with their own ISPs) using both office and personal computers (e.g., it isn't a security program etc. on our computers).

Into the 21st Century...

The Marketing Specialist was wonderful - knowledgeable. professional and very helpful. She did over-promise on a few things. When I tried to reach out to her for help on one of those promises, she did not take the initiative to look into it and have someone call me. Instead, she told me she doesn't handle that and referred me to IT.

Pros

We had an old, old, OLD telephone system that did not even display caller id! NOW we can see all our calls, block telemarkets, accept or reject calls, receive virtual fax, have virtual attendants and so, so much more.

Cons

The setup was very technical and I had have the Vonage It Team help me on 3 separate occasions as it required some modifications on their end. They were an absolute joy to work with and took all the time we needed, professionals through and through. They even called back the next day to ensure everything was still working as it should.

Good system with many features.But lots of small issues that need to be resolved.

There are alot of great features with this solution but some are things we dont need and dont use. Just do your research and make sure its something that you actually need and want to pay for. Also make sure you equipment is compatible with there system so you are not hit with unexpected costs to make your system work like it is supposed to.

Pros

Lots of good features that allow me to use my business phone anywhere. Even though there were a lot of problems starting our i was always able to get in tough with customer service quickly.

Cons

Lots of things that need to be set up at the beginning of the process. Had lots of issues to start out with most of which were resolved by changing a firewall out that was not compatible with vonage's system. They knew what firewall I had from the beginning took them a month to realize that is was one that does not play well with Vonage's system.