Saving time and money with better call recording

A few years ago, Rosen Law was using an on-premise solution. Their Windows^® servers had all the issues that come along with an on-site setup:  fees associated with an IT specialist, space limitations, energy bills and frequent hassles with system changes. Not only did they have to pay a technician to come to the office to make changes to the system – per server – they also had to pay support fees to their phone service provider which was an entirely separate fee from the phone connection.

“With Vonage Business, it’s actually very neat because there’s always something new happening and we don’t have to pay extra for it. It’s like a treat every few months. It’s phenomenal because most of us are used to buying a solution and being stuck with it until we buy something new.”

Rosen notes that switching to Vonage from their old solution was nearly seamless and caused no interruption to service. They chose metered extensions for the conference room, unlimited extensions for the majority of employee phones, and virtual extensions for remote employees.

“It’s like one minute of change when we need to adjust our extensions. It’s as easy as logging in, making a change, clicking ‘OK’ and you’re done. We can change our entire setup in minutes.”

Rosen Law is a fairly small office, and the management of Vonage Business has been delegated to an administrative assistant. When employees have a question about customizing their extension or using a feature, Rosen says that this person is able to teach the rest of staff about the system quickly and easily.

“Using the online portal is no harder than playing an online game – our staff grasps the concepts of the portal in just minutes and they’re up and running with no trouble at all.”

Once trained on the user portal, Rosen Law’s employees have found it very easy to log in by themselves to make changes to their voicemail, “Never Miss a Call” settings and more. If they do have complex issues, Rosen finds that the Customer Care department has been helpful in talking end-users through problems and getting them back on track.

“We’ve been very pleased with the demeanor and attitude of the Customer Care staff. They walk our users through the problem, help them find a solution and we’re good to go. They don’t put us in an endless loop of telling us to get in touch with another provider.”

Since moving to Vonage Business, Rosen Law’s biggest difference is that they have managed to slash their phone costs in half. The firm also signed up for the Call Recording: Company-Wide service and uses it to train new hires and current employees to identify what does and does not work during phone calls.

“Company call recording is a feature that goes straight to the bottom line. That feature makes us money because we can listen to those calls, talk to employees, and watch them improve moment by moment. One day’s worth of call recording pays for [our phone service] for a year – literally – by taking an employee and improving their skills over the course of just one day.”