Vonage Contact Center

RATING:

4.3

(67)

About Vonage Contact Center

Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sales, onboarding, adoption and value realization. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center ...

Awards and Recognition

FrontRunner 2018
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Vonage Contact Center Reviews

Overall Rating

4.3

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4

Functionality

4.5

Most Helpful Reviews for Vonage Contact Center

1 - 5 of 65 Reviews

User Profile

Jesse

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2019

A great partner

We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

PROS

The software is stable, easy to use and the support is amazing.

CONS

There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

Reason for choosing Vonage Contact Center

NVM had an easier implementation process and a better interface.

Reasons for switching to Vonage Contact Center

Our previous provider was unstable and had horrible support

Sarah

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed December 2017

Level of support & relationship with NVM developed hugely - great centralisation support

PROS

The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.

CONS

Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.

User Profile

Mike

Verified reviewer

Education Management, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

2

VALUE FOR MONEY

2

CUSTOMER SUPPORT

2

FUNCTIONALITY

4

Reviewed May 2022

Great integration with Salesforce, but, not very user friendly and hard to manage

PROS

It can do so much with routing when integrated with Salesforce. Very advanced features that are very useful

CONS

It is not very user friendly and takes a lot of time to implement and make any changes. It's hard to have managers own their own call centers and make any chances without the help of IT

Reasons for switching to Vonage Contact Center

We were on prem and wanted to move to the cloud

Kaylen

Staffing and Recruiting, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

2

CUSTOMER SUPPORT

3

FUNCTIONALITY

3

Reviewed December 2019

Difficult to fix technical issues

The pros outweigh the cons and that is why we continue to use this program.

PROS

This product can be integrated with salesforce which allows for us to monitor calls and record them. It also allows us to make more calls with the voicemail drop option.

CONS

The software is so advanced that every time a technical issue arises I cannot fix it by myself and always have to reach out to customer support. This process does take some time as they are an international company and there is a time difference. Sometimes what I describe seems to be a problem that they do not understand what I mean and it is difficult to work with customer support. They definitely try to help though so I wouldn't say that their customer service is bad, it's just that the product isn't very user friendly and is more technical so it makes troubleshooting an issue.

Reasons for switching to Vonage Contact Center

To be able to integrate with salesforce in order to track calls of our salesmen.

Pippa

Apparel & Fashion, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed August 2023

Our go-to call software!

PROS

For agents it is very easy to use from day one with no learning curve.It allows calls to be easily taken, answered, transferred and recorded.

CONS

It is sometimes prone to crashing. Whether a call cannot be answered or the information cannot be seen. It can be frustrating to fix when it crashes as you can lose key information.