Vonage Business Reviews

Vonage Business


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Vonage Business Review by WhichVoIP

Vonage Business provides reliable business VoIP phone service to small businesses, mid-size and enterprises across the U.S. The Vonage Business Cloud service is aimed at SMBs and includes 40+ built-in features and boasts a highly respectful 99.999% uptime reliability (up-time is averaged over a 6 month period and assumes two independent broadband connections). Vonage Enterprise plans are aimed at larger businesses and uses the Vonage private Multiprotocol Label Switching (MPLS) network to ensure optimal Quality of Service (QoS) and includes 24/7 monitoring.

All customers are supported by a large and experienced in-house support team. The company maintains its own technology and proprietary cloud platform and frequently rolls out new system features and functionality. It's a robust and time-tested system that is among the best services in the industry.

The Good

The Vonage Business Cloud has two plans, the Mobile Plus plan and the Complete plan. The Mobile Plan is primarily aimed at those looking for mobile and desktop service through the use of Apps and soft phones and with no need for a desk phone. It is ideal for remote employees and those that rely on mobility, for example realtors. It also has full unlimited messaging and SMS support and month to month contract pricing (mobile data charges may also apply and note that Vonage does have reasonable and acceptable use policies). The Complete plan is a traditional VoIP plan where customers need desk phones, though the Vonage Apps can also be utilized. Both plans have 40+ features built-in and include audio and video conferencing.

The Vonage Enterprise plans are aimed at large enterprises looking for increased monitoring and more of a managed service. Vonage has architected its own MPLS private network across the U.S for optimal routing for your Telecommunication packets. Active managed monitoring and QoS along with end to end visibility are some of the reasons enterprises are looking at Vonage Business. The Enterprise plans are split into 3 unique plans, Basic, UC and Plus.

No contract options exist so you can cancel at any time since they simply run month to month. However, you can reduce per seat pricing by signing up for a contract period. All that is required is a form to be submitted online, cancellation will occur three days from submission. By not locking customers in to contracts, it tends to suggest confidence in the service they provide.

The feature set offered is impressive. A basic feature set meets the needs of all small businesses such as caller ID, call waiting, voicemail and the likes. Additional features are offered to support remote working, such as cell phone integration, voicemail to email and the Vonage Business App. The Business App works with Android and iOS devices and enables you to integrate your smartphone into your business phone system. It also provides the ability to text to and from any US phone number using your Vonage line. Not all providers have this capability. Other features are provided to enhance productivity such as conference bridges, paging groups and desktop plugins for outlook and many CRM integrations such as Salesforce, Zoho and Microsoft Dynamics. Vonage Business Cloud plans also include Amazon Chime Pro for online meetings, video and audio conferencing and chat. You can view all of their features using our feature comparison tool.

Finally, we really like how transparent this company is. On the very rare occasion of a network outage, it will broadcast the issue and provide status updates through its social media channels and on their website system status page. Some other providers choose to cover up outages and keep customers in the dark. The support section on their website has lots of useful resources to help troubleshoot problems and configure features and plugins. You can submit tickets for support or call them directly for help.

The Bad

For the unlimited plan there is a reasonable and acceptable use policy. The expectation is that your company falls in line with the average usage for a small business. It may be better to just remove ambiguity, either say it is truly unlimited or state what the upper limit is.

Additional usage charges are incurred for calls to Alaska, Hawaii and of course International destinations. This is often the case for U.S mainland providers but worth stating.

Voicemails are securely kept in the cloud for a maximum period of 3 months and are then deleted. Likely not a huge deal for most customers.

The Bottom Line

  • Vonage Business Cloud - Mobile Plus: $19.99/month/extension *.
  • Vonage Business Cloud - Complete: $29.99/month/extension *.
  • Low cost International calls: For example, calls to the UK are 1c/min.
  • Hardware: Buy IP phones such as those from Cisco, Polycom, Yealink and Panasonic direct from Vonage. Prices start at $70 and all phones have been tested and certified to work with its service.
  • Vonage Mobile App: Available for iOS and Android devices. Integrate your smartphone into your business phone system and make/receive calls direct from the Vonage Mobile App. Vonage SMS messages (i.e. text messages from your business phone number) can be sent to and from any US phone number.
  • Video Conferencing: Vonage Business Cloud plans include Amazon Chime free of charge. This provides high quality video conferencing, online meetings, meeting scheduler, chat rooms, file sharing and more.

* Pricing includes multi-line discount and applies to new customers only. High speed internet required. Mobile data charges may apply. Reasonable and acceptable use policy applies.

Overall Thoughts

Vonage Business is a well known brand for phone service. Pricing is competitive for its cloud service and very feature rich, with productivity enhancing features such as outlook and CRM integration. A strong emphasis is placed on customer service and transparency, going back all the way to the early days when this service was owned by Vocalocity.

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