The product implementation was a very smooth process. The Vonage implementation team was very helpful and coordinated the launch with great expertise in their field. We are happy with the ongoing support from our customer success manager. Overall, our experience with Vonage has been very positive. Directly after go live, we had issues with specific phone numbers receiving a lot of SPAM and unsolicited calls. The issues with these numbers were addressed in a timely manner and haven't heard of any issues since. There are a few specific areas where we would like to see improvements. Currently, we can automatically provision users. Which works well, but once the user is in the Vonage system there is a manual set up process. We would like to be able to assign extensions and/or direct dial phone numbers to a user via the API. Or assign those users to a call group via the API.

Our overall experience with Vonage has been mixed. Day-today calling functionality is generally stable, and the support teams have typically been professional and willing to engage when issues are escalated appropriately. Some issues have required lengthy troubleshooting efforts involving multiple vendors and extended escalation timelines before meaningful progress was made. While we appreciate the willingness of support personnel and product teams to discuss concerns, there has also been a noticeable shift in development focus toward Intelligent Workspace, which appears to limit enhancement prioritization for existing platforms currently in production use. Overall, the platform is functional for many standard business communication needs, but organizations with complex IVR, utility operations, contact center workflows, or highly integrated telephony environments may encounter operational limitations that require significant coordination and troubleshooting effort.