All Vonage Contact Center Reviews
1-25 of 65 Reviews
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Jesse
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 6 months
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
Sarah
Used daily for more than 2 years
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
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.
Mike
Verified reviewer
Education Management, 1,001-5,000 employees
Used daily for more than 2 years
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
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
Kaylen
Staffing and Recruiting, 11-50 employees
Used daily for less than 12 months
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.
Pippa
Apparel & Fashion, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed August 2023
Our go-to call software!
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.
CONSIt 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.
darya
Retail, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2022
Amazing call center software
it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves the purpose of desk call centre and as well as a voip number which can be accessible from anywhere even while on the go travelling.
PROSthe fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.
CONSThe only downside of vonage is the cloud storage for recordings, however paying a additional fee can get you some more storage.
Ryan
Verified reviewer
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
FUNCTIONALITY
4
Reviewed September 2019
I'm always having to wait on NewVoiceMedia
I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.
CONSI spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.
Jason
Verified reviewer
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2017
Expansion of current NVM to a new site
We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.
PROSFast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.
CONSNot seen any yet, though it may appear a bit dated visually.
Anonymous
51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2017
Perfectly fits our needs
Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.
CONSSometimes the website can feel outdated and not laid out in the best format. I feel if a designer was to look at some sections of the site there could be massive improvements made to make things easier and clearer to understand.
Raf
Verified reviewer
Financial Services, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Excellent service
We had a few reporting issues at first which was resolved straight away.
PROSIt integrated easily to Salesforce and is simple to use. In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.
Greg
Electrical/Electronic Manufacturing, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2018
Implemented as CTI for former company
When they work the features of NVM work brilliantly. Integrating with the CRM solution picking up the contact details and presenting them to the call centre agent so they can see who is on the call before the customer speaks. Allowing call logging in real time and a set period of cool down between calls so that extra notes and further actions can be undertaken.
CONSThe configuration page can be a little clunky at times. And confusing when designing the initial call flow. Once it's all set up the dashboard is quite basic and reporting was difficult to get too much useful information from for the management.
Adonis
Entertainment, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
5
Reviewed February 2018
Seamless communication integration!
With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime.
CONSLike traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system.
Mike
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed June 2019
Has its moments
It is pretty straight forward and easy for new users to use.
CONSThe requirements to operate the dialer in certain web browsers and settings that need to be made in order for things to work can prove difficult and cause errors from time to time.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2018
Project manager for implementing
Converting all users to 1 phone system
PROSConfigures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.
CONSThis is not a good solution for high volume inbound call centers. Tier 1 support is in Poland and they are not proficient in English. Takes a while to get your issues resolved. System lacks some basic functionality that PBX systems have by default.
Kelly
Facilities Services, 10,000+ employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed January 2017
Over promised, under delivered and now recovered into something brilliant!
We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.
PROSIntuition around call prioritising and skill setting
CONSIt has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2019
good online availability across devices
managing inbound calls across 12 markets in 12 countries
PROSi like that it can be used on the web so on any device, as well as integrated into softwares and tools. the contact pad is compact with a good UX
CONSthere can be crashes and downtime on occasion, but the support is good when that happens
Ashley
Hospital & Health Care, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
Amazing overall experience.
Super effeicient in daily life!
PROSNewvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.
DAVID
Health, Wellness and Fitness, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2016
CHIEF OPERATING OFFICER
Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.
PROSONSITE IMPLEMENTATION
CONSCOST
Bernard
Telecommunications, 2-10 employees
Used more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed July 2020
Acceptable contact center for smb
I have a client that used it as liked it as their needs were basic
PROSIt is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services
CONSIt is not ideal for large deployments as it does not have the same availability and scalability as Avaya
Vendor Response
Thank you for your review. Please let us know how we can improve where Vonage fell short on the scores you submitted. Please feel free to contact me directly. Kristi Cates Sr. Manager, Field Marketing Vonage
Replied July 2020
Lisa
Wine and Spirits, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2016
'Great product, great support'
Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!
Puneeth
Staffing and Recruiting, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
Perfect
It is the best software of all
PROSMostly I use this Software to call the and do business
CONSI send less Messages through this Software
Andy
Hospitality, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2016
Great support, great product.
Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.
PROSSkill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.
CONSCall lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.
Sarah
Used free trial
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
Reviewed December 2015
Customer Service Like Magic
We implemented ContactWorld in 2013 after bringing our multi-lingual customer service in-house from an outsourced contact centres. We had a complicated setup with multi-lingual agents, and MANY different phone numbers to integrate. The setup took very little time, and was wonderfully easy - once the system was set up our contact centre now works like magic. Routing the calls to the agent the customer last spoke to - auto populating their name so we know exactly who we're speaking to. And all without the customers knowing the system is there. We have an IVR, without needing customers to press buttons it's excellent! The only con we found was transferring our current numbers only, if we'd known the issues -we would have just arranged all new telephone numbers. We can also add new agents, new numbers in minutes. The support & team at NVM are wonderful to deal with, always available, helpful and solve problems right away for us. I wouldn't hesitate to recommend this system, which has been integral in our amazing customer service success story - helping us achieve a 95%+ NPS score rating in over 7 countries for 3 years straight.
Gram
Computer Software, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed December 2016
Not a fully baked solution
The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.
PROSCall routing Call quality
CONSClunky Very difficult to administer.
Renato
Computer Software, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2022
Good services for webRTC communication
Easy of use. The API is simple, good documentation. Has almost everything you need for any type of real-time video/audio communication. Flexibility in building the final video layout.
CONSIt lacks a better support for portrait mode. To our application, portrait mode is the main goal and the lack of a portrait mode was the reason we had to go to another service