RCN Hosted Voice NOC and Customer Service

What are your impressions of the solution’s NOC and customer service? Does it help you that it is US based and within the local markets?

Paul Grumbein
General Manager with 1-10 employees
In terms of the solution’s NOC and customer service being US-based, and within the local markets, we always prefer a US-based service.
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Bracey Fuenzalida
IT Director at a university
In terms of the NOC and customer service, again, we've been very pleased. If I had to rate it one to ten, I would put them at a ten. These guys they pay attention to detail. Everybody, from the sales guy all the way to the folks at the NOC, and even the folks in billing - I get occasional phone calls from them. "Hey, we just want to make sure everything's okay, is there anything we can change? Anything that we can do?" Given there's an interest in making sure that we can get things done right, it speaks a lot about how these guys want to conduct the relationship.
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ITDir309
Director of IT at a healthcare company with 51-200 employees
IT helps that they are US-based and within local markets. I know they're local and that's good if someone has to come out. We can have someone here fairly quickly. It means a lot to have them local because if we do need something they are right there. They're a few miles away from us and they can be here very quickly.
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Chris Cruz
Network Administrator with 51-200 employees
It absolutely helps that RCN is US-based and in local markets. I would not have this much confidence if these guys were not around the corner. We're lucky enough that these guys are probably just about a mile down the road from us. I would definitely want someone physically here, if some kind of problem occurred. There are times when I would want someone to hand-hold me. RCN has been able to do that.
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CFO9009a
CFO at a tech services company with 11-50 employees
The thing I like best about them is that they have a local office that has been very responsive... Technical support has been very good. They're here within an hour if we have an issue. It's very helpful that it is US-based and within local markets.
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Mazen Fares
IT Manager at Piramal Critical Care, Inc.
In terms of the customer service, we have a dedicated account manager, so if I have any billing issues, if I have anything that needs to be escalated, I go directly to that account manager. If I need to add an extension, I go to that account manager. If I need new services I go to that account manager.
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ITManage561b
IT Manager with 201-500 employees
It helps that they're US-based and within the local market. It's much easier speaking with somebody local. I don't need to go into detail about any of the nightmares of the tech support phone banks in other countries that give you nothing but, "Oh, I'm sorry to hear about that, sir." It's nice to deal with somebody whose manager is either next to them or down the hall. I don't have to go through all the baloney of shouting how important it is that something needs to be fixed now. It's nice to have some kind of responsiveness.
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OfficeMab67e
Office Manager at a legal firm with 11-50 employees
Support is fantastic. I love that it's US-based and within local markets. That's something I really do appreciate. I really appreciate calling and speaking to someone I can understand, and getting my problem solved.
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Lori Hyatt
Accounting Manager at Evergreen Exhibition
It helps that they're very local. Grande started in a town 30 miles from here and now they're all over San Antonio. That helps a great deal in terms of not only the products they offer but being able to service them, and the pricing.
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