Vonage phone systems review – Prices, features and value explained

Selecting the right phone system is essential for businesses looking to streamline communications, improve customer service, and enable flexibility for remote and hybrid work environments. Vonage, a well-known name in VoIP solutions, has a range of phone systems tailored for businesses of all sizes. This review will explore Vonage core features, costs, pros and cons, and whether it’s the right fit for your business.

Key features of Vonage phone systems

Vonage’s business phone systems focus on flexibility, with options to suit companies of various scales. From small startups to larger enterprises, Vonage offers a suite of features designed to optimise business communications.

1. VoIP calling – Vonage’s VoIP technology allows for high-quality voice calls over the internet. This eliminates the need for traditional phone lines, making it a cost-effective choice for businesses looking to modernise their communication infrastructure.
2. Mobile and desktop apps – Vonage’s apps enable users to make and receive calls on both mobile and desktop devices, keeping employees connected on the go or in remote work settings. This flexibility is particularly beneficial for businesses with hybrid work models.
3. Call management and routing – Vonage provides advanced call management features, including custom call routing, call forwarding, and call transfer options. Businesses can tailor these settings to ensure that calls reach the right person or department quickly, enhancing customer service and response times.
4. Unified communications – Vonage integrates voice, video, messaging, and collaboration tools into a single unified platform, allowing employees to work together seamlessly. With features like video conferencing and instant messaging, Vonage makes it easier for teams to communicate internally and with clients, wherever they are.
5. Integration with business tools – Vonage integrates with popular business software such as Salesforce, Microsoft Teams, and Slack, allowing for streamlined workflows and improved productivity. This integration enables call logs and customer interactions to be automatically recorded within CRM systems, improving client relationship management.
6. Virtual receptionist and auto-attendant – Vonage’s auto-attendant feature can answer calls, provide information, and route customers to the appropriate departments, creating a professional and efficient experience for incoming callers.
7. Advanced call analytics – Vonage provides detailed analytics, helping businesses understand call volumes, wait times, and other metrics critical for optimising customer service and workforce management.
8. International calling options – For businesses with a global customer base, Vonage’s international calling options are competitive, allowing affordable rates to various destinations. Businesses can set up local numbers in other countries, giving customers the impression of a local presence.

Cost of Vonage phone systems

Vonage’s pricing is structured to offer flexibility depending on a business’s size and needs. The primary plans include:

Mobile Plan

• Starting at approximately £9.99 per user, per month.
• Includes mobile and desktop apps, unlimited calls, SMS, and team messaging.
• Best for businesses with mobile workforces who do not require desk phones.

Premium Plan

• Starting at around £12.99 per user, per month.
• Adds CRM integration, multi-level auto-attendant, and file sharing to the features included in the Mobile Plan.
• Suited for businesses looking for enhanced call management and integrations.

Advanced Plan

• Starting at approximately £19.99 per user, per month.
• Includes call recording, visual voicemail, and other advanced features.
• Ideal for businesses needing robust call management, high customisability, and advanced reporting tools.

Custom Enterprise Solutions

• Vonage offers tailored packages for larger businesses or those with unique requirements. These can include bespoke solutions with custom integrations and dedicated account support.

Additional charges may apply for international calling, and Vonage also offers add-ons for specific features like extra call analytics, call recording, or increased video conferencing capacities.

What we like – Pros of Vonage

• Scalable solutions: Vonage’s tiered plans allow businesses to scale up or down based on their evolving needs, making it suitable for both small and growing businesses.
• Mobile-friendly: The mobile and desktop apps provide seamless functionality, ideal for businesses with remote employees or field-based teams.
• High-quality call features: With HD voice and a reliable VoIP infrastructure, Vonage delivers quality call experiences without the reliance on traditional phone lines.
• Unified communications: Vonage’s range of communication tools (voice, video, and messaging) are integrated on a single platform, which enhances collaboration and productivity.
• Extensive integrations: The ability to integrate with a wide range of CRMs and productivity tools can significantly enhance a business’s operational efficiency.

Downsides – Cons of Vonage

• Pricing for advanced features: While the Mobile and Premium Plans are competitive, advanced features are locked behind higher-tier plans, potentially driving up costs for businesses needing comprehensive solutions.
• Internet dependence: As a VoIP service, call quality can be affected by internet stability and bandwidth, which may be a drawback for businesses in areas with unreliable internet connections.
• Add-on costs: Certain features, such as extended call recording and analytics, are available only as add-ons, which may increase the overall cost.

Vonage reviews and ratings

Here is a list of Vonage business phone system ratings from several popular review sites:

1. TrustPilot
   • Rating: 1.1/5 (based on over 2,400 reviews)
   • Common feedback mentions customer service issues, billing problems, and setup difficulties.
2. Google Reviews
   • Ratings vary depending on region, with most reviews showing positive experiences related to call quality and ease of use but mixed opinions on customer service.
3. Reviews.io
   • Limited data on Reviews.io specifically for Vonage Business, but generally, customer experiences align with those seen on other platforms, highlighting service reliability and occasional support issues.
4. G2
   • Rating: 4.3/5 (from approximately 450+ reviews)
   • Users appreciate the interface, integration options, and reliability of the VoIP features, though some report occasional connectivity issues.
5. Capterra
   • Rating: 4.0/5
   • Highlights include ease of use, functionality for small businesses, and reliable customer service, although some find the interface a bit challenging.
6. TrustRadius
   • Rating: 8.2/10
   • Vonage receives high scores for its features and integrations, with praise for flexibility and ease of management but lower marks for customer support consistency.
7. Merchant Maverick
   • Overall score: 3.6/5
   • The review balances strong integration and call quality with feedback about customer support and occasional add-on costs.

These ratings suggest that while Vonage performs well in terms of features and user experience, some concerns remain about customer support and pricing transparency.

Review – Who is Vonage best suited for?

Vonage is an excellent choice for UK businesses seeking a reliable and scalable VoIP phone system with robust communication and collaboration features.

Its flexibility in plan options and device compatibility makes it particularly beneficial for businesses with mobile or remote workforces.

Additionally, companies already using CRM tools or those needing unified communications would benefit from Vonage’s extensive integrations.

Final thoughts – is Vonage right for your business?

Vonage’s phone systems provide a comprehensive, flexible, and mobile-friendly solution, making it a viable option for many businesses.

The range of plans means that whether you’re a small business with basic needs or a larger enterprise looking for advanced features, there’s a Vonage plan likely to fit your requirements.

However, if you need advanced features like call recording or in-depth analytics but are on a budget, Vonage’s pricing may be a consideration, as these features are generally reserved for the higher-tier plans or add-ons.

Similarly, if your business is in an area with inconsistent internet service, the reliance on VoIP may be a challenge.

To conclude our review, Vonage phone systems stand out for businesses prioritising scalability, mobility, and integration capabilities.

Its unified communications, high-quality calling features, and flexible pricing plans make it a competitive option in the UK business phone system market.

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FAQ – Vonage review