RCN Hosted Voice Pros and Cons
RCN Hosted Voice Pros
The most valuable feature is the admin platform that we work with. It allows us a very centralized approach for doing things and it allows us to manage and control everything right from the very top.
The Voicemail Transcription is more accurate than what we had with our previous company. Also, and I'm not sure if this is because it's a fiber line, we seem to get the responses and the transcription almost instantaneously, faster than what we had prior.
We've had 100 percent uptime so far. We haven't been down once, not even for a brief second, not even for a reboot. Nothing.View full review »
A lot of users use the voice to email, that's a nice feature to have. Voicemail will come to me as a .wav file and, if I have a phone, I can just click on the .wav file and listen to it. Or I can play it on my computer. Whether you have an Android or an iPhone, you'll be able to play it.
One feature we leverage is that the phones can be programmed with a softbot, where you program it to dial a number. We have Vonage for international calling to reduce costs on international service. I program the Vonage number into that bot on the phone. Users call it, enter a PIN, and they can call anywhere in the world for lower costs.View full review »
As soon as we switched over to the RCN VoIP phone system, the clarity and quality of our calls improved and there has been no downtime.
The uptime is excellent. We're always up. We don't have issues. The stability of it is spotless. It's rock solid. Everything works great. There's no need to tinker with it.View full review »
The solution’s reliability and disaster recovery are amazing. Since their uptime is way over 90 percent, it builds my confidence. Secondly, since it's cloud-based, it's not my problem if the system's down.
This is what's cool about the RCN setup. RCN allows you to go to any web browser, at any time, and configure the phones... Our disaster recovery is: We log in to an RCN website... and we put in a new phone number for the incoming number. If you dial our number, it will actually go to that other number.
The Hunt Group, is the most valuable feature... You can choose round-robin, you can choose priority-for-agents, you can choose the order of agents. There are all kinds of different mechanisms for the next operator to take a call.View full review »
We haven't had to face any disaster recovery... [But as] a smaller company, it's nice to be able to pay for somebody else to take care of that.
This solution is easy... Right now we have a 48-port switch, and at any point, if I want, I can throw in a larger switch, or add an additional switch, and I don't have to call anybody to install it. I can do it myself.View full review »
We use call recording. It's important to us because there's information that's passed from the customer to us... It's very important that we get the right information and if there's ever a dispute, we've got that recorded phone call to know if we've done something incorrectly or if the customer misordered.View full review »
I really like the portal. It makes listening to your messages so much easier as well as changing your voice mail.View full review »
The sidecars on the main phones that we use, the ones that receive the calls, are really important. They help us to distribute calls to people, from reception. That's an important starting point for us.View full review »
We have absolutely seen less packet loss and higher reliability with this solution... The uptime is excellent. We haven't had any issues. We haven't had any downtime.View full review »
We like the administrative features RCN has available. It is important that we can balance call loads through programming options, and have full control of our messaging, schedules, etc.View full review »
RCN Hosted Voice Cons
If they could improve on their response times, making them even faster than they are right now, that would be great.View full review »
One area for improvement is the Web Portal. It's not a full-view screen, it's more like a minimized screen. You don't get the full view of your desktop. It's more like a five-inch by five-inch view. I think they said the software was designed that way. I don't know if there's going to be a newer version coming out later.View full review »
The analytic part of it, the control panel, those are their biggest areas where they have to improve. There are competitors out there where, when you open the control panel, they have tons of analytics, the ability to add lines, to see which people are on the phone.... RCN has a great product, but they could make it outstanding with the right analytics and control panel.View full review »
Wireless needs improvement... We're still looking for the quintessential IP phone, the one phone that will actually be SIP-enabled and use the WiFi and be able to carry through three [different] buildings.View full review »
I use the voicemail transcription feature but I'm not sure about the security of the voicemail system, as you can only use numbers for a password, and your direct-dial number is your username. That's kind of vulnerable to brute-force attacks. The passwords are limited to six digits, so I'd be a little concerned about security on that end...View full review »
If they had better ongoing-training options, for example, if they put something out on YouTube where you could just go and look for individual things that you need by looking at a video, that would be very helpful.View full review »
The way that you listen to your voicemail messages through the receiver so that you can't fast forward or rewind - I don't like that at all.View full review »
I use the voicemail transcription feature on my phone and I think all staff members do. We also have voicemails that we receive from our main number and that can be really confusing. It's something that I've recently had some problems with: The way that these calls are bounced around from line to line before they land in a specific voicemail box that we have to check.View full review »
In our old system, you just dialed the extension directly, With this system, you have to put a "one" in front of it to trigger it. A lot of clients didn't know that and they'd keep trying to dial the old extension number and would get nowhere... It's been a little confusing.View full review »
It should be easier to set up new phone additions to the network.View full review »