What is Vonage Contact Center?
Transform communications inside and outside your organization with Vonage contact centers. For companies using Salesforce, our Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for great customer and agent experiences. We've also got other cloud contact center options for any business size or need.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
80 Likeliness to Recommend
90 Plan to Renew
3
Since last award
71 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Vonage Contact Center?
Pros
- Trustworthy
- Fair
- Effective Service
- Caring
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Workforce Management
Contact Center Compliance Management
Call Recording
Multi Channel Queue Management
Screen Prompts
Ticket Management
Contact Center Analytics
Skills Based Routing
Multi Channel Intake Integration
Call Scripting and Call Flow Management
Knowledge Management
Vendor Capability Ratings
Breadth of Features
Usability and Intuitiveness
Business Value Created
Quality of Features
Ease of Customization
Ease of IT Administration
Ease of Data Integration
Vendor Support
Product Strategy and Rate of Improvement
Ease of Implementation
Availability and Quality of Training
Vonage Contact Center Reviews
Angela N.
- Role: Sales Marketing
- Industry: Entertainment
- Involvement: Business Leader or Manager
Submitted Mar 2022
A Salesforce Integrated solution.
Likeliness to Recommend
What differentiates Vonage Contact Center from other similar products?
It’s what we’ve based mostly our whole system around and excellent functionality for call distribution. Certain there's way more to return to once we integrate with SalesForce additional on the line. It is integrated simply to Salesforce and is straightforward to use. Within the range of occasions wherever there are any problems encountered these have been resolved quickly and efficiently with facilitate from one among the client rep.
What is your favorite aspect of this product?
With the price of an international and domestic call, corporations are spending too much to interact. The NewVoiceMedia VOIP can assist you to minimize these expenses and effortlessly communicating to the proper person anytime. Quick implementation nice Support nice coaching and a wealth of documentation on-line Customizable straightforward to use and administer perpetually being developed.
What do you dislike most about this product?
The configuration page is a bit clumsy at times. And confusing when coming up with the initial call flow. Once it's geared up up the dashboard is sort of basic and reporting was tough to induce too much helpful data for the management. The in the ability to check on the screen once a call is being shifted who is shifting it to you. This option must be improved and reconsidered.
What recommendations would you give to someone considering this product?
Do your due diligence within the market. If you understand what all of them do, you may recognize the restrictions/skills of NVM prior to going into scoping. This helps with internal stakeholders.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Unique Features
Meskova E.
- Role: Consultant
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Feb 2022
An amazing tool for CRM with many amazing options.
Likeliness to Recommend
What differentiates Vonage Contact Center from other similar products?
Permits virtually any setup you may need. Permits dynamic or upgrading plans as you go on (or grow the organization). Permits localization which suggests with one setup you’ll be able to tackle multiple regions using localized messaging.
What is your favorite aspect of this product?
Easy to use and is often a reliable tool. I have no issues with Vonage Contact Center (formerly NewVoiceMedia) and I would powerfully suggest businesses consider their platform. I notice it is extraordinarily simple to operate, its’ practicality is great, and also the whole team doesn’t have any problems despite everybody within the team using it on every day to day basis. As I have mentioned above, it’s a superb tool and it permits the team to figure a lot of profitably on a day-to-day basis.
What do you dislike most about this product?
Real-Time and Dashboards don’t continuously match which confuses – additionally, the agent states on the dashboard may be confusing because it will show as ‘IDLE’ which once more causes confusion on what state the agent is truly in. As a manager/administrator I’m able to see/work it out however it isn’t clear for others that have access to our dashboard.
What recommendations would you give to someone considering this product?
I would seriously recommend Vonage – they need to be instrumental in helping us get into the twenty-first century with our contact center. There are still lots of additional options and advantages that Vonage will offer and I am trying forward to adding these to our contact center.
Pros
- Continually Improving Product
- Enables Productivity
- Efficient Service
- Transparent
Camille R.
- Role: Human Resources
- Industry: Chemicals
- Involvement: End User of Application
Submitted Apr 2020
Great product it's expensive bur but good
Likeliness to Recommend
What differentiates Vonage Contact Center from other similar products?
Realistic
What is your favorite aspect of this product?
Ease of use
What do you dislike most about this product?
Cost its expensive
What recommendations would you give to someone considering this product?
Do the research look at the reviews
Pros
- Continually Improving Product
- Reliable
- Effective Service
- Caring
Cons
- Vendor's Interest First
- Under Delivered
