Ratings Breakdown
User Reviews Overview
Feature Ratings
Ease-of-use
4.5 / 5
Value for Money
4.5 / 5
Customer Support
4.5 / 5
Functionality
4.5 / 5
Pros
"It is pretty straight forward and easy for new users to use."
"Easy to program and handle. Great product for the price."
"Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed."
Cons
"Not seen any yet, though it may appear a bit dated visually."
"lacks reporting system issues not good support unprofessional attitude"
"The 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."
Vonage Contact Center Reviews
Filter by:
November 2019

Jesse from ResMan
Company Size: 51-200 employees
Industry: Computer Software
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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
Reasons 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
December 2019
Kaylen from Fusion Healthcar Staffing
Company Size: 11-50 employees
Industry: Staffing and Recruiting
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
2.0
Customer support
3.0
Functionality
3.0
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.
September 2019

Ryan from Digital Pharmacist
Company Size: 51-200 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
2.0
Functionality
4.0
September 2019
I'm always having to wait on NewVoiceMedia
Pros
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.
Cons
I 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.
December 2017
Sarah from Alliance Healthcare
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
3.0
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.
January 2017
Jason
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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.
Pros
Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.
Cons
Not seen any yet, though it may appear a bit dated visually.
October 2016
DAVID from LABOR FIRST
Company Size: 11-50 employees
Industry: Health, Wellness and Fitness
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
October 2016
CHIEF OPERATING OFFICER
Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.
Pros
ONSITE IMPLEMENTATION
Cons
COST
December 2017
Ashley from Labor First, LLC
Company Size: 11-50 employees
Industry: Hospital & Health Care
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2017
Amazing overall experience.
Super effeicient in daily life!
Pros
Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.
June 2017
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
June 2017
Perfectly fits our needs
Pros
Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.
Cons
Sometimes 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.
July 2020
Bernard from Bernard Gutnick
Company Size: 2-10 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
3.0
Functionality
2.0
July 2020
Acceptable contact center for smb
I have a client that used it as liked it as their needs were basic
Pros
It is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services
Cons
It is not ideal for large deployments as it does not have the same availability and scalability as Avaya

Response from NewVoiceMedia
Replied July 2020
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
August 2017
Raf from Nucleus Commercial Finance Ltd.
Company Size: 11-50 employees
Industry: Financial Services
Time Used: Less than 6 months
Review Source: GetApp
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
August 2017
Excellent service
We had a few reporting issues at first which was resolved straight away.
Pros
It 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.
December 2018
Greg from Medical Devices
Company Size: 5,001-10,000 employees
Industry: Electrical/Electronic Manufacturing
Time Used: Less than 2 years
Review Source
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
3.0
December 2018
Implemented as CTI for former company
Pros
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.
Cons
The 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.
June 2019
Mike from mHelpDesk
Company Size: 51-200 employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
June 2019
Has its moments
Pros
It is pretty straight forward and easy for new users to use.
Cons
The 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.
February 2018
Adonis from Fujitsu Telecom Systems Philippines Inc.
Company Size: 51-200 employees
Industry: Entertainment
Time Used: Less than 2 years
Review Source
Ease-of-use
5.0
Functionality
5.0
February 2018
Seamless communication integration!
Pros
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.
Cons
Like 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.
November 2016
Lisa from Berry Bros & Rudd Ltd
Company Size: 51-200 employees
Industry: Wine and Spirits
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2016
'Great product, great support'
Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!
August 2016
Andy from Intrepid Group
Company Size: 11-50 employees
Industry: Hospitality
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
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.
Pros
Skill 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.
Cons
Call 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.
December 2015
Sarah from SureFlap Ltd.
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
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.
January 2017
Kelly from Servest
Company Size: 10,000+ employees
Industry: Facilities Services
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
4.0
Functionality
3.0
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.
Pros
Intuition around call prioritising and skill setting
Cons
It 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.
February 2017
Annette from Hearing Your Way
Company Size: 1 employee
Industry: Electrical/Electronic Manufacturing
Time Used: Less than 12 months
Ease-of-use
5.0
Value for money
5.0
Functionality
5.0
February 2017
Business Voip
I like the ease and simplicity of this product. Great product for the price. love that it comes with 2 phones for the price as well.
Pros
Easy to program and handle. Great product for the price.
Cons
The voices can sometimes cut out.
December 2017
Pallavi from Move Inc
Company Size: 10,000+ employees
Industry: Real Estate
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
December 2017
Very much useful tool for Customer Support
Pros
Account Executives are very happy that using this tool they were able to reach out to more number of customers. As it will automatically update the tracking of their call list and it will help them while updating their managers. With very less training Users are able to use this tool.
Cons
We have customize lot of things to support the existing business process. Customer support helped us alot to figure out issues. But it is better to start using it from beginning before the business process becomes complex.
May 2018
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: GetApp
Ease-of-use
1.0
Value for money
1.0
Customer support
1.0
Functionality
2.0
May 2018
Terrible Account Management & Support
Pros
Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature.
Cons
Really disappointed with the overall experience. Did not receive any onboarding, adoption or ongoing support from their end despite having paid for professional services. Did not even know who our Account Manager was till we decided to cancel the contract. The app runs on obsolete technology. Best to avoid this vendor.
March 2018
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
4.0
Customer support
3.0
Functionality
3.0
March 2018
Project manager for implementing
Converting all users to 1 phone system
Pros
Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.
Cons
This 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.
April 2019
Anonymous
Company Size: 501-1,000 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
April 2019
good online availability across devices
managing inbound calls across 12 markets in 12 countries
Pros
i 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
Cons
there can be crashes and downtime on occasion, but the support is good when that happens
October 2017
Denise from LadbrokesCoral
Company Size: 5,001-10,000 employees
Industry: Gambling & Casinos
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
October 2017
Easy to use and informative
Ease of use, we moved and started to use software on the same day. All my team were able to master use in a very short period.
Pros
Makes our role easier by identifying the brand when a call comes through. The more you use the software the more you pick up.
Cons
Sky board can look a little muddled. Reports required some tweaking but resolved with the help of customer rep.
September 2017
Melanie from Ladbrokes Coral
Industry: Gambling & Casinos
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
September 2017
Really helpful trainer, explained any and all queries clearly. A huge improvement on current system
Pros
Where to start? Easy to use interface, with Real Time functions customisable to each Supervisor. Offers large array of information in real time on an agent's activity, call queues and call centre stats.
Cons
Skill Management - you need to filter by Skill then Agent, rather than being able to filter by Agent and view all Skills
December 2015
Andrew from Small Luxury Hotels of the World
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
December 2015
We find the software very flexible to fit our business needs, there is always a solution.
We find the software able to perform any task we require, in an every changing business environment both the software and NVM are at hand to resolve our issues. Its good to hear that NVM are integrating more of the reporting side of things into Salesforce so we the end user dont need to extract the data and have to spend many hours filtering the data to get what we want. The account management and technical support are very approachable and always available which is very reassuring when we are faced with technical issues. My only advice would be for NVM to start doing more online training videos or online learning to be able more proficient in using the systems.
August 2017
Neal from Ladbrokes Coral Group
Company Size: 10,000+ employees
Industry: Sports
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
August 2017
Good usability and navigation
I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.
Pros
The ease of navigation and reporting tools on individual agents to help build KPI packs for agent stats and the ability to pull given stats as and when required
August 2017
Shomari from Ladbrokes Coral
Company Size: 5,001-10,000 employees
Industry: Gambling & Casinos
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
August 2017
So far so good, we were able to hit all requirements first go. The software is easy to use
Customer Insights, Real Time Reporting
Pros
Dynamic Routing. Moving onto a cliyd based system was supposed to have many limitations none of which i have experienced.
Cons
We wanted to be able to use proficiency in our skills and this has meant we have had to adapt our approach.
October 2017
Peter from LadbrokesCoral
Company Size: 10,000+ employees
Industry: Retail
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
October 2017
Easy to use system, has worked well since day 1
Pros
Reliability is excellent. Has been our most consistent piece of software since moving to our new office.
Cons
Caller ID display for outbound calls whilst having a customer on hold is an issue, displays customer number instead of department number.
August 2017
Ricky from Ladbrokes Coral
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
August 2017
Great Product and extremely helpful delivery and after care from customer support.
Pros
Extremely user friendly system and the real time queue management is perfect tool for call spikes in queues
Cons
We initially wanted to be able to manage skills through proficiency, but we are unable to do so with the system at the moment.
September 2016
Graeme from Upad
Company Size: 11-50 employees
Industry: Real Estate
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
September 2016
Great Overall Experience
Great overall experience working with everyone at NVM. I was always kept up to date on all stages and everything was explained in a language that I could understand. Sam worked tireless to ensure we got up and running on our go live date. Jo was outstanding with her communication and keeping things simple for us
December 2016
Gram from Zenefits
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 6 months
Ease-of-use
3.0
Value for money
3.0
Customer support
2.0
Functionality
3.0
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.
Pros
Call routing Call quality
Cons
Clunky Very difficult to administer.
December 2016
Matt from Eventbrite
Company Size: 501-1,000 employees
Industry: Computer Software
Time Used: Less than 6 months
Ease-of-use
4.0
Value for money
3.0
Customer support
2.0
Functionality
4.0
December 2016
Do your research before investing
If you are in the US, be aware that this is a UK based company. Their product is really robust but administering isnt very easy. The demos looked really good but you should get your hands dirty in the admin side to know that this things isnt as intuitive as you thought. It works well if you have simple flows.
Pros
- Can you use your laptop as your phone -Accurate reporting - Provides great insights to your calls - Call monitoring functionality is awesome
Cons
- UI is outdated. - Gamification piece isnt great. - Administering it is really difficult.
September 2016
Delphine from Natural Blender
Company Size: 2-10 employees
Industry: Food & Beverages
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2016
Great Overall Experience
Excellent experience, working with everyone at NVM, very professional and reliable. I was always kept up to date on all stages and everything was explained in a language that I could understand. James, was great at helping us sorting out things and ensure we got up and running on our go-live date.
November 2016
Paul from Interactive Investor
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2016
Excellent Professional Service
Working in the stock brokering industry, the change and business demand is perpetual. Solutions need to be instant and problems need to be resolved very quickly. New Voice Media provide a robust, enthusiastic and energetic service. Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help. Having dealt with various vendors over a number of years, NVM stands tall. From the initial setup, to the on-going support and hand holding, they are very professional and joy to work with.
January 2017
Pouria from Fairfax media
Company Size: 501-1,000 employees
Industry: Media Production
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2017
NVM and FFX Integration
We had a great experience dealing with NVM, Customer support was absolutely helpful and helped us through this Journey, we are now live with more than 4000 calls going through the system through the 1st week.
Pros
Everything is recorded
Cons
Voice over IP can have some delays
October 2017

Angela from Ladbrokes Coral Group plc
Industry: Gambling & Casinos
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2017
Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic.
Pros
Easy to use
Cons
Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.
December 2016
Tiffany from Axcient
Company Size: 201-500 employees
Industry: Computer Software
Time Used: Less than 6 months
Ease-of-use
3.0
Value for money
3.0
Customer support
2.0
Functionality
4.0
December 2016
Average tool for CTIs - check other vendors before signing
We did not have a very positive experience with New Voice Media. We faced call connectivity issues from the beginning. The dispositioning of the calls was an issue. We did not get the type of reporting we expected it would give us in Salesforce. Their technical implementation specialist was very difficult to work with. He was not based locally. He also made some personal remarks about the team which was not very professional. Based on my experience, I will not recommend this tool. Sorry! :(
Pros
Can use your laptop as phone.
Cons
lacks reporting system issues not good support unprofessional attitude
January 2017
Gilby from FairfaxMedia
Company Size: 501-1,000 employees
Industry: Media Production
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2017
NVM Review
Overall experience was great, set up and training went smoothly and well within the target time. No real issues along the way
Pros
Simple to use yet provides in-depth stats and visibility of everything we wanted to see
October 2016
Edward from Paysafe
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
5.0
Functionality
4.0
October 2016
Thank you NVM and Russell Healey..
The implementation Engineer (Russell Healey) did an excellent job integrating the NVM solution to our operating and functional requirements for our service desk. Essentially, he became an active member of my team, worked closely with everyone to clearly understand detailed requirements and effectively rolled out the solution on schedule. From day one, we have already seen significant improvements in the quality of services we offer our customers and has made our jobs easier.
August 2016
Michelle from Intrepid Travel
Company Size: 11-50 employees
Industry: Hospitality
Time Used: Less than 6 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
3.0
Customer support
5.0
Functionality
4.0
August 2016
Intrepid Travel Review
Great support from James Doyle when the system was set up and spent time with the team and took on fixing the phones when we had system errors.
Pros
Call listening, view calls waiting.
Cons
Lag in calls, transferring calls.
January 2017
Lenny from 9 Spokes
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2017
A must for a Success Team
We implemented NVM 8 weeks ago for our success team to make on-boarding calls and take support calls and the whole experience has been seamless. The representative from NVM provided support and training during the bedding in phase and he was excellent, and we were up and running within a few days. Fast, professional and supportive, NVM is a great product, stand-alone and also as an integration with Salesforce.
December 2015
Nick from Marie Curie
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
December 2015
Implementation and configuration
Very positive experience with the configuration of users, access rights and setting up the system for day-to-day use. This has been made straightforward by the assistance provided by Jamie Cooper. Jamie has provided an immense amount of help and guidance, he is knowledgeable, patient and always on hand to answer queries. A real credit to the company.
January 2017
Jason from Fairfaxmedia New Zealand
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2017
Sharp Development and Smooth Deployment!
A great experience working with Customer support representative from NVM. I am responsible for training the sales team and Customer support representative was especially helpful providing the required information to enable our team to have the best possible start. In addition, the NVM Wiki is a fantastic resource. Thanks, NVM!
November 2016
Corrine from Berry Bros & Rudd
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
November 2016
Super Service!!
The possibilities are endless on NVM, their systems seem to be able to handle even the most complex routing solutions. The reporting is extremely versatile and detailed and the staff are very knowledgeable and helpful. Kyle Hughes in the Hampshire office is particularly helpful and is always happy to offer advice and assistance.
December 2016
Julie from Headway, the brain injury association
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
December 2016
After care service
Initially, the generated reports didn't add up (to us). The support team took the time to explain the reports. There were a few minor discrepancies in the figures, the rep took the time to identify and rectify the problem. If I have any questions in the future I know I can rely on the team to be fully supportive.
March 2016
Sascha from Deliveroo
Industry: Food & Beverages
Time Used: Free Trial
Ease-of-use
2.0
Customer support
4.5
Functionality
3.5
March 2016
Rollout New Voice Media in Germany Customer Service at Deliveroo
Pros
Its finally working: Customers can hear us, we can call them, they can call us Service was quite responsive
Cons
Usability - not the cleanest / easiest userinterface and settings Installation
December 2015
Audrey from Ted&Muffy
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
December 2015
Really good, couldn't recommend it enough
NewVoiceMedia made sure everything was set up for us as we wanted and needed, from day 1 until live and beyond. Their support is great and also available when we need them. So easy to use (now I have had a bit of practice :-)). By changing from our old telephone system to NVM, we saved time and money.
October 2016
Thibault from Paysafe
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
4.0
October 2016
Team Lead Merchant and Technical support
Great work from Russell Healey to get us set up. He became part of the team for a week and helped us pull this long due project to Fruition. Features are great so far, only con is the real time dashboard functionality and the little customization the widgets offer.
March 2019
Nicholas from Cultural Care, Inc.
Company Size: 201-500 employees
Industry: Accounting
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
4.0
Value for money
2.0
Customer support
1.0
Functionality
3.0
March 2019
Poor service and poor product overall
In the end, we stropped using the service it was so bad.
Pros
Software was fine to be a basic phone system and software - when it worked.
Cons
The support was horrific and it took months to really get NVM to reply and help us. Our users experienced a TON of issues with quality and service.
December 2015
Darren from Burberry
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
December 2015
Fours years and going strong
We are using ContactWorld to distribute and handle hundreds of thousands of calls each year in numerous languages to five Global Customer Service teams. We have used the technology for fours years to great effect to best serve our Customers.
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