Vonage Contact Center (VCC)
VonageReviews from AWS customer
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Seamless communications between desktop phone, desktop computer and mobile devices
What do you like best about the product?
SMS from DID line - on PC, iPad or phone. Likewise ability to take calls across devices is awesome.
What do you dislike about the product?
I wish some add-on features were bundles in instead of separate fees
What problems is the product solving and how is that benefiting you?
SMS from business line; SMS to/from main office number. Ease of transferring calls. True cloud communication solution.
Recommendations to others considering the product:
There are many similar providers, but consider who provides the best onboarding and customer service.
Kirk's review
What do you like best about the product?
I the system is webbased and offer several options. Like any program, they really talk up a good story.
What do you dislike about the product?
Their tech support leaves something to be desired. For 4 months we had my assistant working from a remote location and they have a feature follow me, where you forward the calls to another number and it worked great. Suddenly the system freaked, you would call the number and it would ring once and disconnect. the caller could not leave a message, you did not who called etc. Tech support could not figure it out and I was without service for a day and a half. Finally my assistant figured it out through trial and error and disconnected the follow me feature. When tech support moved it up to an advance team, there was not number to call to monitor progress, when I asked to talk to a supervisor, I was told that the supervisor was too busy to speak to me and she would have a supervisor call me when they had time. Four hours later I go a call, still not results. They acted like the could care less that all of our lines were down.
What problems is the product solving and how is that benefiting you?
I like that voice mails are saved on the individual emails to you are notified of a missed call. I have been told they have several other feature I am not currently utilizing such as conference call capability, call forward, ability to transfer calls to remote location so you can maintain virtual office, but my faith has been shaken or reliability of the system based on my recent experience
Recommendations to others considering the product:
Be sure the feature you are looking actually work
Great Support
What do you like best about the product?
The ability to contact customer service as needed
What do you dislike about the product?
Staff having call drop issues and not being able to find the solution
What problems is the product solving and how is that benefiting you?
Call Center. The old system we had was very cumbersome.
Telephone service
What do you like best about the product?
I do like that I can transfer calls to my cell phone. I also like when someone leaves a message it shows up in my emails and my emails are sent to my phone so I know I have a call that has arrived. I also like that I can BLOCK a call from Solicitors!
What do you dislike about the product?
We have had Vonage for almost 10 years .. so I am thinking with the updates - it would be good to have someone contact you on any new features or OLD ones that we have never used before -- Or information sent by email .. I am personally better if someone shows me something rather than reading and trying to figure out. I am sure Vonage has a LOT of features that I am not using as a business.
What problems is the product solving and how is that benefiting you?
Not sure I am solving any issues -- I am fine with the service.
Recommendations to others considering the product:
I think this is a good resource. Vonage is making efforts to "keep up with the times" by having communications with visual over the phone and computers. In today's time, this is important. To be honest, I have not actually looked into this new program from Vonage. I am anxious to take a look and see if there are ways that I can utilize this part of the program with our CPR and First Aid Training with our clients.
Great Cloud VOIP System - Works in Puerto Rico
What do you like best about the product?
The best feature of Vonage is the availability of so many features. The flexibility of call flows configurable from the web control panel is impressive, from call groups and virtual receptionists with voicemail and schedule control to outbound caller ID configurations - when combined with the mobile app I find it hard to beat. Time to live is only a few minutes. For admins the app has the added benefit of including most administrative features for quick on-the-go resolutions. Another great feature is the network independence of the system. We have users who are using their desktop phones at home in exactly the same manner as if they were in the office with functional extensions and all. We are using yealink phones which are on the lower end of options but they have been fantastic. In just about one year we have only needed to reset two phones.
What do you dislike about the product?
I have only had 5 issues and they are specific to Puerto Rico:
1. Local numbers are not portable
2. The system considers Puerto Rico international and causes some delay in initial setup
3. A few features like texting Do Not Work in Puerto Rico
Besides these local implementation issues I have no negative feedback
4. Toll-free was a bit of an issue - related to number 2.
5. They phones were sent without being programmed - had to work a number of hours to manually get each one configured.
1. Local numbers are not portable
2. The system considers Puerto Rico international and causes some delay in initial setup
3. A few features like texting Do Not Work in Puerto Rico
Besides these local implementation issues I have no negative feedback
4. Toll-free was a bit of an issue - related to number 2.
5. They phones were sent without being programmed - had to work a number of hours to manually get each one configured.
What problems is the product solving and how is that benefiting you?
We were ready very quickly to move to remote office / working from home back in March of 2020. The fact that the system is network independent is a game changer in these troubling times.
Recommendations to others considering the product:
You will need to have an IT manager or systems analyst type to assist with the setup in Puerto Rico as the phones do not come pre-configured as they do in the rest of the United States. But once it is setup it all works great. Vonage also has competitive pricing - if you are a medium sized company call for better rates than advertised.
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.
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