Vonage Contact Center

Cloud Contact Center & Inside Sales Software for Salesforce

4.4 /5 (61 reviews) Write a Review!

Vonage Contact Center Overview

What is Vonage Contact Center?

Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer
experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sales, onboarding, adoption and value realization.

Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform. Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience.

Vonage Contact Center for Microsoft Dynamics 365 seamlessly integrates agents working in either the Dynamics 365 Sales or Service Hubs with Vonage Contact Center providing a 360 degree view of prospects and customers. Removing multiple applications improves agent satisfaction and reduces turnover. Having relevant customer data allows for optimal customer service keeping contact center Service Level Agreements and First Call Resolution metrics in check. Vonage Contact Center for Microsoft Dynamics 365 helps turn prospects into existing customers all while providing agents a world class experience.

Vonage Contact Center Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

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/


Vonage Contact Center Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
English, French

Media

Click-to-dial
Vonage Contact Center video Vonage Contact Center screenshot: Click-to-dial Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot:

Vonage Contact Center Reviews

Vonage Contact Center Reviews

Overall rating
4.4
/
5
Excellent
36

Very good
14

Average
9

Poor
1

Terrible
1

Value for Money
4.3
Features
4.3
Ease of Use
4.4
Customer Support
4.5
82% recommended this app
Jesse J.

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.


Sarah R.

Level of support & relationship with NVM developed hugely - great centralisation support


Ryan S.

I'm always having to wait on NewVoiceMedia


Kaylen C.

Difficult to fix technical issues

The pros outweigh the cons and that is why we continue to use this program.


Jason L.

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.


Jesse J.
Industry: Computer Software
Company size: 51-200 Employees

A great partner

Used Daily for 1-5 months
Reviewed on 2019-11-11
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Sarah R.

Level of support & relationship with NVM developed hugely - great centralisation support

Used Daily for 2+ years
Reviewed on 2017-12-20
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Ryan S.
Industry: Computer Software
Company size: 51-200 Employees

I'm always having to wait on NewVoiceMedia

Used Daily for 1+ year
Reviewed on 2019-09-12
Review Source: Capterra

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 5.0/10

Kaylen C.
Industry: Staffing & Recruiting
Company size: 11-50 Employees

Difficult to fix technical issues

Used Daily for 6-12 months
Reviewed on 2019-12-12
Review Source: Capterra

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Jason L.

Expansion of current NVM to a new site

Used Daily for 1+ year
Reviewed on 2017-01-27
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8/10
Based on 61 user ratings
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Vonage Contact Center Pricing

Vonage Contact Center Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

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/

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/

Value for Money
4.3/5
Based on 61 user ratings
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Vonage Contact Center Features

Vonage Contact Center Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Collaboration Tools
Contact Database
Contact Management
Customizable Templates
Data Import/Export
Lead Capture
Lead Management
Real Time Data
Reporting & Statistics
Sales Analytics
Sales Reporting
Sales Tracking
Search Functionality
Third Party Integration
Workflow Management
Features
4.3/5
Based on 61 user ratings
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Categories

Additional information for Vonage Contact Center

Additional information for Vonage Contact Center

Key features of Vonage Contact Center

  • Allow customers to leave a message
  • Automatic dialing of dynamic lists from inside Salesforce,
  • Distribute incoming calls to agents
  • Enables card payments over the phone to be "agentless"
  • Measure and monitor agent performance
  • Monitor and measure agent and call center performance
  • Motivate agents and increase performance
  • Place and receive calls from within Salesforce or Desk.com
  • Record calls for quality management
  • Route calls to the best agent
  • Support for Salesforce Omni-Channel
  • Support for Salesforce1 mobile app and Apple watch
  • Transfer calls, put customers on hold and conferece

Benefits

- Create new experiences for customers and employees faster and easier than ever before
- Deliver a better customer experience using skill-based routing and CRM insights
- Enhance agent experience through CRM integration for caller id, auto-logging, screen pop, call recording & click-to-dial
- Free customers and employees to communicate however suits them best
- Make every conversation more personal and productive
- One global platform for simplicity and easy scaling

Vonage Contact Center FAQs

Vonage Contact Center FAQs

Below are some frequently asked questions for Vonage Contact Center.

Q. What type of pricing plans does Vonage Contact Center offer?

Vonage Contact Center offers the following pricing plans:

Pricing model: Subscription

Free Trial: Not Available

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/

Q. What are the main features of Vonage Contact Center?

Vonage Contact Center offers the following features:

  • Allow customers to leave a message
  • Automatic dialing of dynamic lists from inside Salesforce,
  • Distribute incoming calls to agents
  • Enables card payments over the phone to be "agentless"
  • Measure and monitor agent performance
  • Monitor and measure agent and call center performance
  • Motivate agents and increase performance
  • Place and receive calls from within Salesforce or Desk.com
  • Record calls for quality management
  • Route calls to the best agent
  • Support for Salesforce Omni-Channel
  • Support for Salesforce1 mobile app and Apple watch
  • Transfer calls, put customers on hold and conferece

Q. Who are the typical users of Vonage Contact Center?

Vonage Contact Center has the following typical customers:

Small Business, Large Enterprises, Non Profit, Mid Size Business

Q. What languages does Vonage Contact Center support?

Vonage Contact Center supports the following languages:

English, French

Q. What type of pricing plans does Vonage Contact Center offer?

Vonage Contact Center has the following pricing plans:

Subscription

Q. Does Vonage Contact Center support mobile devices?

We do not have any information about what devices Vonage Contact Center supports

Q. What other apps does Vonage Contact Center integrate with?

Vonage Contact Center integrates with the following applications:

ExecVision, Gong.io, People.ai, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Service Cloud

Q. What level of support does Vonage Contact Center offer?

Vonage Contact Center offers the following support options:

FAQs, Online Support, Phone Support, Video Tutorials