Vonage Contact Center
Vonage Contact Center
About Vonage Contact Center
NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver optimum customer experiences.
Incoming voice communications and Salesforce digital channels can be dynamically routed based on any Salesforce object. Screen-pops automatically deliver the right CRM data & call history to agents. Seamless click-to-dial and call recording improves efficiency. Real-time insights across all channels are displayed in customizable dashboards and wallboards, without waiting for IT to produce reports. Service teams will be able to drive up CSAT metrics, whilst Sales teams will be more productive and place more cal...
Awards and Recognition
FrontRunner 2018
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.
Other Top Recommended Call Center Software
Most Helpful Reviews for Vonage Contact Center
1 - 5 of 64 Reviews
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.
PROSThe software is stable, easy to use and the support is amazing.
CONSThere 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
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.
PROSThis 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.
CONSThe 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.
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
CONSIt 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
Zoey
Law Practice, 2-10 employees
Used monthly 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:
2
EASE OF USE
2
FUNCTIONALITY
2
Reviewed October 2022
Vonage Contact Center Review
PROS
I like how easy it is to call in and leave a message when having a problem.
CONSI often call and never receive a message back so the problems I am having continue.
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.
CONSColleagues 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.
