What are Vonage Contact Center users saying about the software?
Read what people like you have said about using Vonage Contact Center software through verified user reviews
User Review Highlights
4.35
61 Reviews
Ease-of-use
out of 5Customer Support
out of 5Value for money
out of 5Functionality
out of 5"Software was fine to be a basic phone system and software - when it worked."
"Easy to program and handle. Great product for the price."
"Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature."
"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."
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Showing 1 - 25 of 61 reviews

Jesse
Verified reviewer
Company size: 51-200 employees
Industry: Computer Software
Time used: 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.
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
Sarah
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.

Ryan
Verified reviewer
Company size: 51-200 employees
Industry: Computer Software
Time used: Less 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.
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.
Kaylen
Company size: 11-50 employees
Industry: Staffing and Recruiting
Time used: 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.
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.
Greg
Company size: 5,001-10,000 employees
Industry: Electrical/Electronic Manufacturing
Time used: Less than 2 years
Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
Jason
Verified reviewer
Time used: Less than 2 years
Review Source: GetApp
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.
Adonis
Company size: 51-200 employees
Industry: Entertainment
Time used: Less than 2 years
Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
DAVID
Company size: 11-50 employees
Industry: Health, Wellness and Fitness
Time used: More than 2 years
Review Source: Capterra
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
Anonymous
Company size: 51-200 employees
Time used: Less than 2 years
Review Source: GetApp
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.
Raf
Verified reviewer
Company size: 11-50 employees
Industry: Financial Services
Time used: Less than 6 months
Review Source: GetApp
This review was submitted organically. No incentive was offered
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.
Mike
Company size: 51-200 employees
Industry: Information Technology and Services
Time used: 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.
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.
Ashley
Company size: 11-50 employees
Industry: Hospital & Health Care
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.
Lisa
Company size: 51-200 employees
Industry: Wine and Spirits
Time used: More than 2 years
Review Source: Capterra
November 2016
'Great product, great support'
Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!
Andy
Company size: 11-50 employees
Industry: Hospitality
Time used: Less than 6 months
Review Source: Capterra
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.
Sarah
Time used: Free Trial
Review Source: Capterra
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.
Annette
Company size: 1 employee
Industry: Electrical/Electronic Manufacturing
Time used: Less than 12 months
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.
Kelly
Company size: 10,000+ employees
Industry: Facilities Services
Time used: Less than 6 months
Review Source: Capterra
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.
Pallavi
Company size: 10,000+ employees
Industry: Real Estate
Time used: 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.
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.
Anonymous
Company size: 51-200 employees
Time used: Less than 2 years
Review Source: GetApp
This review was submitted organically. No incentive was offered
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.
Anonymous
Company size: 501-1,000 employees
Time used: Less 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.
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.
Anonymous
Company size: 501-1,000 employees
Time used: Less 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.
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
Denise
Company size: 5,001-10,000 employees
Industry: Gambling & Casinos
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.
Melanie
Industry: Gambling & Casinos
Time used: Less than 6 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
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
Bernard
Company size: 2-10 employees
Industry: Telecommunications
Time used: 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.
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
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
Andrew
Time used: Free Trial
Review Source: Capterra
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.
