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 calls. NewVoiceMedia’s integrated speech analytics solution, Conversation Analyzer, works in conjunction with Einstein Analytics to automatically review calls. Powerful insights are made available whilst also improving quality, compliance, agent coaching & ramping. Customer’s active agents are deployed in over 60 countries, where they depend on NewVoiceMedia’s global reach to support them. Global Voice Assurance ensures crystal clear call quality by making use of the telephony infrastructure local to the caller and the agent. Platform reliability is 99.999%, fully backed by cloud-based disaster recovery.
Vonage Contact Center Software - Click-to-dial
Vonage Contact Center Software - Dynamic routing
Vonage Contact Center Software - Custom dashboard
Vonage Contact Center Software - Auto-log data
Vonage Contact Center Software - Omni-channel
Vonage Contact Center Software - Integrated speech analytics
Vonage Contact Center video
Vonage Contact Center Software - Click-to-dial - thumbnail
Vonage Contact Center Software - Dynamic routing - thumbnail
Vonage Contact Center Software - Custom dashboard - thumbnail
Vonage Contact Center Software - Auto-log data - thumbnail
Vonage Contact Center Software - Omni-channel - thumbnail

Vonage Contact Center pricing

Vonage Contact Center does not have a free version.

Starting Price:
Not provided by vendor
Pricing Details:
Vonage Contact Center offers solutions for small and medium size businesses as well as large enterprises. For more information about packaging please see our website at https://www.vonage.com/contact-centers/plans/
Free Version:
No
Free trial:
N/A

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Vonage Contact Center Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 61 View all reviews
Jesse J.
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 11/11/2019

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

Alternatives Considered

NICE CXone

Reasons for Choosing Vonage Contact Center

Our previous provider was unstable and had horrible support

Switched From

NICE CXone

Reasons for Switching to Vonage Contact Center

NVM had an easier implementation process and a better interface.
Kaylen C.
  • Industry: Staffing & Recruiting
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
2
Customer Support
3

4
Reviewed on 12/12/2019

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.

Ryan S.
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
4
Ease of Use
2
Customer Support
0

3
Reviewed on 12/09/2019

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.

Sarah R.
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
5

4
Reviewed on 20/12/2017

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.

Greg B.
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
3

4
Reviewed on 04/12/2018

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.

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