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Vonage Review

By
Chad Brooks
,
business.com writer
| Updated
Mar 29, 2019
Home
> Technology
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If your business is growing, a flexible, easily scalable phone system is key. Knowing that your current needs likely won't be what you demand in the future, it is critical to find a phone system that can grow as your business expands.

Vonage

Vonage

The Best Business Phone Systems of 2019.

The Verdict

Vonage is our choice as the best business phone system for growing businesses, because it offers different platforms to support any size of business's needs.

The last thing you want is to be forced into switching phone systems each time your business enters a new growth stage. With that in mind, a cloud-hosted VoIP phone system may be your best option. Since the equipment is housed in the cloud, you don't have to add new hardware as your business grows, and you can easily add new users from their online portals. 

Cloud-hosted systems also have flexible pricing. They are typically available in different service plans that vary in features. This cost structure ensures you aren't paying for features and tools you don't need. However, it is nice to know that they are available should you want them in the future. Auto-attendants, call-forwarding options, conference calling, instant messaging, and voicemail-to-email are just some of the features growing businesses might find valuable. 

Because it offers cloud-hosted VoIP phone systems that are scalable and full of valuable features, Vonage is our choice as the best business phone system for growing businesses. Whether you need three or 3,000 extensions, Vonage has a solution for you. You can customize your plan, add lines and control your account from an online portal, which you can access both in the office and remotely. 

Vonage Business Cloud is designed for smaller businesses, while Vonage Enterprise is for midsize and large businesses. Both options are full of calling, collaboration and mobile tools. Vonage takes a number of steps to ensure reliable service and offers top-notch customer support. 

View all our recommendations for business phone systems on our best picks page. 

Vonage Pricing

Vonage is a cloud-hosted system that charges a monthly per-user fee. Both Vonage Business Cloud and Vonage Enterprise are available in three service plans. Prices for each plan drop as you add more users. 

For Vonage Business Cloud, plan prices depend on the number of users. All plans include 40 standard features, unlimited calling and text messaging, and a mobile and desktop app. Here's how the plans differ: 

  • The Mobile plan is $19.99 per user per month for 1-4 users, $17.99 for 5-19 users, and $14.99 for 20-99 users.
  • The Premium plan includes a multilevel auto-attendant, CRM integrations, and video conferencing, chat, and file sharing for up to 100 users. Prices (per user per month) start at $29.99 for 1-4 users, $27.99 for 5-19 users, and $24.99 for 20-99 users.
  • The Advanced plan includes everything in the Premium plan plus 15 hours of on-demand call recording, call groups, visual voicemail, and dedicated setup and onboarding assistance. Prices (per user per month) start at $39.99 for 1-4 users, $37.99 for 5-19 users, and $34.99 for 20-99 users. 

Prices for companies with more than 100 users, as well as businesses looking for the Vonage Enterprise systems, are customized. You will need to contact the company directly for an exact quote. 

There are no contracts with Vonage Business Cloud. You can pay month to month and cancel at any time with no penalty. However, contracts are required for Vonage Enterprise users. 

Ease of Use

While both are cloud-hosted systems, Vonage Business Cloud and Vonage Enterprise operate differently. 

Vonage Business Cloud is designed for small businesses and runs on a high-speed internet connection. There is no equipment to install, and you manage the entire system from an online portal. 

Vonage Enterprise is better suited for midsize and large organizations. This system gives businesses access to a dedicated private network. This gives you a higher quality of service, as Vonage monitors the privately managed circuit that each Enterprise customer uses 24/7. This type of system can alleviate concerns about dropped calls, static, data loss and privacy. It supports features such as contact center services and conference calling for up to 300 participants. 

Vonage lets you choose from local and toll-free numbers. Established businesses also have the option of keeping their current number and transferring it into the system. You can transfer local voice and fax, toll-free voice and fax, and wireless numbers.

Vonage offers a 99.999 percent uptime guarantee. It has 13 data centers across the country and a variety of redundancies to ensure service continuity. It also takes the extra step of constantly checking the status of your devices to ensure they are working properly. Should one not respond, calls to that device are automatically forwarded to another number. 

Both Vonage platforms, Business Cloud and Enterprise, offer a range of calling, collaboration, call management, mobile and administrative features. Both systems include many of the same features. These standard features include call announcing, caller ID and blocking, call screening, Do Not Disturb, Busy Lamp Field, call continuity, click-to-call, shared line appearance, simultaneous ring, Follow Me, hold music, a virtual receptionist, voicemail, directory assistance, call flip, voicemail-to-email, chat, text messaging, and call hold, logs, parking and waiting. 

One nice aspect of the system is the Work From Anywhere feature. This allows employees to unplug their desk phone and take it with them if they are working somewhere else for the day. Once they plug the phone into a high-speed internet connection, they have full access to the business phone line. 

All Vonage Business Cloud users have access to Amazon Chime, which allows video conferencing for up to 100 people. Some of the added features Vonage Enterprise users have access to are hoteling for host and guest, redial for the last number or a local number, N-way calling, priority alert, push-to-talk, remote office, selective call acceptance and rejection, sequential and simultaneous ring, speed dial, unified messaging, virtual numbers, and visual voicemail.

One downside to Vonage is that the company charges extra for some features that other providers include standard with their plans. For example, it charges an extra monthly fee for a local main business number, integration with Salesforce and a conference bridge. 

With both platforms, users can tap into the Vonage mobile and desktop app. The Vonage mobile app, available on iOS and Android devices, allows you to make and receive calls from your business line, view all voice messages, message co-workers, make video calls, and save your business contacts. 

The Vonage desktop app allows you to access your phone system through your computer. All you need to do is open the app and plug in a headset to make and receive calls.

Vonage also offers a wide selection of integrations. Among the applications Vonage Business Cloud integrates with are Salesforce, G Suite, Office 365, Clio, Bullhorn, ConnectWise, JobDiva, NetSuite, Microsoft Dynamics, Oracle, Zendesk, SugarCRM, HubSpot, Prodoscore, Slack and Zoho.

Conference Calling

Vonage has a complete conference calling service built into its phone system. With the conference bridge feature, which costs an additional $14.99 per user per month, employees can hold their own conference calls with up to 30 participants. 

Operator-assisted services for up to 300 callers are also available. If your company is looking to host conference calls with more callers than this phone system provides for, you will need to use a conference calling service. These services allow for hundreds, sometimes thousands of people on each call. You can find more information on these services on our conference calling services best picks page. 

Customer Support

We were pleased with the customer service Vonage provided. We contacted the company multiple times by phone and email, posing as a business owner interested in a business phone system. Each time we called, we were greeted by a representative who took down our name and contact info. They asked a few questions about our business and then transferred us to a representative who specialized in the type of system we needed. 

The Vonage representatives were always friendly and helpful. They walked us through how the system works and what it offers. They spent as much time as we needed answering our questions. We talked about the different platforms, how each one works, the different service plans, the features and integrations available, and the mobile app. We were left with a clear understanding of everything this business phone system has to offer. 

We also reached out to the representatives by email on several occasions. Each time we sent a message, we quickly received a reply that included detailed answers to our questions. We were very happy with both Vonage's phone and email support. 

Vonage offers phone support between 8 a.m. and midnight (ET) Monday through Friday and 9 a.m. to 9 p.m. (ET) on Saturday and Sunday. Additionally, the Vonage website has a number of valuable resources, including user guides, webinars, videos, infographics and case studies. 

One issue that gave us some concern was the company's standing with the Better Business Bureau. As of March 2019, 81 complaints had been closed against Vonage in the past three years. Vonage is not an accredited member of the BBB and has a C- rating. According to the BBB, the low rating is due in part to the company's failure to respond to some complaints and the length of time it took to respond to others.

Editor's note: Looking for a business phone system? Click the Compare Quotes button below to have our sister site BuyerZone connect you with vendors that can help.

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Vonage

Vonage

The Best Business Phone Systems of 2019.

The Verdict

Vonage is our choice as the best business phone system for growing businesses, because it offers different platforms to support any size of business's needs.

Chad Brooks
Chad Brooks
Chad Brooks is a Chicago-based writer with more than 20 years of media experience. A graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff as a senior writer. Currently, Chad covers a wide range of B2B products and services, including business phone systems, time and attendance systems, payroll services, and conference call services. Before joining Business News Daily and business.com, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago. Chad's first book, "How to Start a Home-Based App Development Business," was published in 2014. He lives with his wife and daughter in the Chicago suburbs.