Vonage Contact Center (VCC)
VonageReviews from AWS customer
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Great VOIP with tons of included services
What do you like best about the product?
Vonage has been incredibly reliable and convenient while working remotely and has tons of extra services included in my basic service. They continue to add more and more services, many of which are included for no additional charge in my basic service. Who else does that?? The service has been incredibly reliable, too. I also like being able to download calls lists. I like that I can receive text messages to my work phone number. I love being able to answer my office phone from my cell phone. I also am loving being able to use my computer as a "soft phone," and integrating it with other software like Outlook and Clio.
What do you dislike about the product?
The iPhone app can sometimes be difficult to navigate until you've mastered it. And it's occasionally been a challenge to figure out how to use new features. I wish there was a way when forwarding calls to my cell number to both tell that the call is forwarded from Vonage and to tell who is called (with caller ID).
What problems is the product solving and how is that benefiting you?
I'm able to work remotely. I'm able to video conference and arrange conference calls. I'm able to record conversations on demand. And I've been able to save a ton of money on IT support. I'm able to receive text messages to my office number, which keeps me from having to give my personal cell phone number to clients. I'm able to send my office phone directly to my cell phone, which also keeps me from having to give out my personal cell number.
Vonage business keeps getting better.
What do you like best about the product?
The ease of use, new features, and the app works great. The video conferencing is flawless and easy to use.
What do you dislike about the product?
I have zero dislikes at the moment. If I find anything will let you know.
What problems is the product solving and how is that benefiting you?
Recording of calls is very useful. Video meetings is helping us all stay connected and engaged.
Vonage-A trusted business partner!
What do you like best about the product?
The flexibility of the Vonage App is one of the best features. You can answer phone calls from your mobile or your laptop, whichever is most convenient for you!
What do you dislike about the product?
If there was one change I would make, it would be to have multiple vonage apps on your mobile if you have multiple sister companies.
What problems is the product solving and how is that benefiting you?
Being able to answer Vonage calls away from my physical desk has been a huge help especially with working from home.
Recommendations to others considering the product:
For anyone looking for flexibility in answering your phone from the office, working from home or on the road, this is an excellent solution for you!
Excellent price/performance ratio
What do you like best about the product?
Sales staff are easy to work with and willing to work with you on the plans and equipment you actually need vs overselling you.
The administration console is very easy to use, and is regularly updated. These updates don't come at the cost of ease of use though.
Extremely competitive from a cost standpoint. Mobile-only plans are a bargain.
Have yet to experience any outages and call quality is excellent.
Porting department is excellent and very good at shepherding complex ports and dealing with uncooperative losing providers. Post-sales support is just OK. Knowledgebase is better than average.
The administration console is very easy to use, and is regularly updated. These updates don't come at the cost of ease of use though.
Extremely competitive from a cost standpoint. Mobile-only plans are a bargain.
Have yet to experience any outages and call quality is excellent.
Porting department is excellent and very good at shepherding complex ports and dealing with uncooperative losing providers. Post-sales support is just OK. Knowledgebase is better than average.
What do you dislike about the product?
Amazon Chime is a worthless addition.
Project managers for new deployments are often out to lunch. I've found that post-sales support in general is very slow since March 2020, which is understandable, but by now they should have staffed up and be back up to speed.
The receptionist console in the desktop app is a godsend for organizations that have a live operator who are now WFH. However, it is a pain to administrate (if a receptionist turns it on and say, goes on vacation, you need access to their account to turn it off before you can assign to another user). Also the follow me settings, forwarding, voicemail, etc for users with receptionist consoles don't work as they should. I have had to setup some weird workarounds to get it to work the way users expect it to.
The admin console also can sometimes be slow, and often, changes made within it appear to be saved, but sometimes you return later and old settings are still there.
Project managers for new deployments are often out to lunch. I've found that post-sales support in general is very slow since March 2020, which is understandable, but by now they should have staffed up and be back up to speed.
The receptionist console in the desktop app is a godsend for organizations that have a live operator who are now WFH. However, it is a pain to administrate (if a receptionist turns it on and say, goes on vacation, you need access to their account to turn it off before you can assign to another user). Also the follow me settings, forwarding, voicemail, etc for users with receptionist consoles don't work as they should. I have had to setup some weird workarounds to get it to work the way users expect it to.
The admin console also can sometimes be slow, and often, changes made within it appear to be saved, but sometimes you return later and old settings are still there.
What problems is the product solving and how is that benefiting you?
Since all staff are working remotely, Vonage has been a godsend.
Great customer service
What do you like best about the product?
When I need help with my account the customer service is spot on.
What do you dislike about the product?
I don't really have any complaints but some of my teammates say their calls get dropped sometimes.
What problems is the product solving and how is that benefiting you?
Makes my job easy and it is user friendly.
Recommendations to others considering the product:
I'm satisfied with Vonage and thanks for helping me when I need it.
These phones are super easy for employees to work from home
What do you like best about the product?
I can use the app to see who is on a call and has calls on hold. I can delegate our employees to take a hold call or I can see who is available. I love that the employees can just take the phone home and connect to their home internet and it still rings our office number and we can transfer calls to an extension just as if they were in the office. It has been very convenient for employees to work from home.
What do you dislike about the product?
End Users are unable to see the Call Dashboard. I have to give admin rights for end users to see who is on a call and who is available
What problems is the product solving and how is that benefiting you?
Able to monitor all calls and run reports to show how many calls each employee has taken and how long they spent on a call.
Great Value
What do you like best about the product?
Flexibility. Being able to take calls on cell phone and desk phone.
What do you dislike about the product?
Audio quality at times can be choppy depending on internet.
What problems is the product solving and how is that benefiting you?
Team communication
Easy to do business
What do you like best about the product?
I love the online account portal. It makes seeing all of your lines and account information super easy in one place.
What do you dislike about the product?
I haven't found anything that I have disliked about using Vonage Business.
What problems is the product solving and how is that benefiting you?
We have been able to forward lines as necessary, set up different voicemails and receive text messages through our main number. Never miss another customer contact again.
Recommendations to others considering the product:
Easy to use, great features, customer service is helpful and company is transparent with their communications and the direction that they are going. I like that setting up new lines or changing features is super easy on the dashboard.
A business Phone Company who is Accountable.
What do you like best about the product?
The services they provide along with the cost is very reasonable for a small business. A lot of bells and whistles for the money you pay. Like with all companies there are hiccups but I must say hands down they have stepped up to the plate to take responsibility to fix and accommodate the issues. A breath of fresh air that is, they put the customer first. They are always improving and adding new services that any business could ever want.
What do you dislike about the product?
There is nothing I dislike - I just wish I came to them sooner.
What problems is the product solving and how is that benefiting you?
I love the fact that I can answer and place calls on my mobile phone. I love that I have an auto attendant to screen calls. I can text from my office phone and not use my personal mobile number to text.
Recommendations to others considering the product:
Try it, after your trial period you will waste no time in moving forward to plant your business with a very good, honest and accountable company.
Excellent Service
What do you like best about the product?
Easy set up, love the dashboard. It is easy to set up users, voicemail and I really like the ease of the block feature for robocalls. The text feature is great as well as the Team SMS feature.
What do you dislike about the product?
I haven't found anything that I don't like yet.
What problems is the product solving and how is that benefiting you?
The Team SMS is great. We don't have to use another program or outside software. We can also easily text our clients from the dashboard.
Recommendations to others considering the product:
It is one of the best decisions I've made. Quality of calls, texting and the additional features is amazing. I would highly recommend changing from your current provider to Vonage. Support is a quick call with friendly staff. You will not be disappointed. If you have a team and you need to connect to them easily the team sms is a great feature. You can easily add and remove extensions and change numbers. The cost for service is affordable too. VOnage is a great choice for a small team or large team. Easily set up the Administrator and the process is so simple. I also really love the ability to text or call customers. You can use your phone system anywhere which has been amamzing since we're working from home due to the Covid-19 pandemic. Definately wouldn't be able to do this with standard service.
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