Vonage review: Is Vonage coasting on its reputation?

In this review, we will take an in-depth look into Vonage’s service plans, features, and potential customers for whom the brand represents the best fit. All rates and fees are current as of June 7, 2024, and are subject to change.

Vonage

Price:	Starts at $19.99 per month, per line
Features:	Unlimited domestic calls, business texting, voicemail, and phone number porting
Best add-ons:	Artificial intelligence (AI) virtual assistant, business call recording…
Noteworthy integrations:	Salesforce, Zendesk, Microsoft Teams, and ServiceNow

Vonage service plan overview

Vonage provides three business VoIP plans that cover a wide range of cloud communication needs. Whether you simply need a virtual phone service or a more robust series of collaboration options for your team members, there should be a plan that fits within your preferred budget. We break down Vonage’s service plans in the table below.

Best Vonage VoIP plan for small businesses: Premium

After comparing all three of Vonage’s unified communications plans, we recommend the Premium tier. Although the Mobile plan is the most budget-friendly option available, it unfortunately lacks certain access to video meetings and team messaging features. For a growing number of companies, video conferencing and team messaging channels are an essential part of cross-team or cross-department collaboration. As such, Premium has the best combination of UC-as-a-service (UCaaS) and VoIP tools. 

While Mobile could work for a small team that is strictly interested in voice and text, there are more affordable alternatives. The same is true for the Advanced plan and its additional features. If you are going to go for Vonage, Premium represents the best value for money for small to midsize businesses (SMBs).

Other services Vonage offers 

In addition to the calling and texting features included with its main plans, Vonage has additional business cloud communication tools worth considering. These include:

• Communications application programming interfaces (APIs): Vonage offers free-to-try APIs that provide multiple channels of engagement between businesses and their customers.
• Contact center plans: In the event your business needs contact center tools, Vonage provides access to an array of features such as skills-based routing, interactive voice response (IVR), emergency call routing, an omnichannel dialer, and more. Pricing isn’t public, so you will need to reach out for a quote.
• Vonage Fusion: An award-winning solution for businesses that don’t want to choose between a UCaaS and a contact-center-as-a-service (CCaaS) setup. It provides integrations for popular customer relationship management (CRM) and productivity tools. The service is designed to fit the needs of small and large businesses alike. To learn more about the product, contact a Vonage representative.

The Vonage platform and customer support 

Vonage’s website is very modern, and the same is true of its apps and features. The provider is one of many brands to infuse AI into its features to help businesses streamline their phone systems better and improve customer experience. 

While Vonage continues to provide somewhat reliable VoIP service, its customer support and engagement continue to be an area in which the brand falls behind. In researching customer reviews for Vonage, we found that feedback regarding Vonage’s customer support was mixed. Some satisfied customers found Vonage to be reliable and praised certain support team members by name. However, dissatisfied customers repeatedly mentioned struggling to get a hold of Vonage’s support team.

Were Vonage to address the customer support issues, then it would be a competitive boost for its service overall as competitors are offering similar VoIP features and are also known for positive customer support experiences.

Is Vonage secure?

Vonage takes various steps to ensure member data and communication security. It also routinely obtains third-party audits from Service Organization Control (SOC), Payment Card Industry Data Security Standard (PCI-DSS),   International Organization for Standardization (ISO) 27001, Health Information Trust Alliance (HITRUST), and Cloud Security Alliance (CSA) STAR. Vonage is also 

General Data Protection Regulation (GDPR)- and Health Insurance Portability and Accountability Act (HIPAA)-compliant. 

Vonage user reviews

We were able to find thousands of user reviews for Vonage across the web, with the overall feedback skewing somewhat positive. Customers who like Vonage talk about its features and reliability. Some customers who’d previously been unhappy gave satisfactory reviews of the brand after having issues resolved. For those who were unhappy with Vonage overall, we found that the common complaints involved difficulty signing up, trouble connecting to or hearing back from customer support, or cancellation issues.

Compare Vonage alternatives

Vonage	Dialpad	Intermedia Unite
Starting pricing	Starting pricing	Starting pricing
$19.99	$23	$27.99
Unlimited domestic calling and texting?	Unlimited domestic calling and texting?	Unlimited domestic calling and texting?
Yes	Yes	Yes
International calling supported?	International calling supported?	International calling supported?
Yes	Yes	Yes
	Read our Dialpad review	Read our Intermedia Unite review

Is Vonage right for you?

After reviewing Vonage’s features and service plans, we think that the service will probably be a good fit for midsize companies more so than small businesses, especially startups. Likewise, it will work best for brands that are already comfortable with VoIP and UCaaS and have a flexible budget.

As for companies for whom Vonage might not be the best fit, based on our research, we think that startups with tight budgets or teams with fewer than 10 people might either find the service too expensive or feel they’re not getting the best value for money.

Frequently asked questions

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