Vonage

Vonage Contact Center

7.4 /10

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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Vonage Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Vonage Contact Center.

80 Likeliness to Recommend

90 Plan to Renew

3
Since last award

71 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+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?

0% Negative

13% Neutral

87% Positive

Pros

Trustworthy
Fair
Effective Service
Caring

Feature Ratings

Average 72

Workforce Management

Contact Center Compliance Management

Call Recording

Multi Channel Queue Management

Screen Prompts

Ticket Management

Contact Center Analytics

Multi Channel Intake Integration

Skills Based Routing

Call Scripting and Call Flow Management

Knowledge Management

Vendor Capability Ratings

Average 72

Breadth of Features

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Vendor Support

Product Strategy and Rate of Improvement

Ease of Implementation

Availability and Quality of Training

Vonage Contact Center Reviews

Trevor H.

Role: Sales Marketing
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2023

Easy to use in and out of the office.

Likeliness to Recommend

9 /10

What differentiates Vonage Contact Center from other similar products?

Mobile app, never miss a call, SMS or voicemail.

What is your favorite aspect of this product?

Very easy to use. Desktop application integrates with our CRM.

What do you dislike most about this product?

I have not found any difficulties with my experience with Vonage

What recommendations would you give to someone considering this product?

Very easy to implement. User friendly. Call forwarding.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Role: Human Resources
Industry: Other
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Apr 2023

It is easy to use and helps to make work easy.

Likeliness to Recommend

8 /10

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Balakrishna s.

Role: Operations
Industry: Other
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Apr 2023

User friendly open phone service provider

Likeliness to Recommend

8 /10

What differentiates Vonage Contact Center from other similar products?

It is a goot service provider than other services we had earlier

What is your favorite aspect of this product?

Good quality recordings and good open phone software can make calls from anywhere in the world

What do you dislike most about this product?

Day to day improvement is not coming

What recommendations would you give to someone considering this product?

You can easily go for it ,its budget friendly as well

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Under Delivered

Vonage Contact Center

What is Vonage Contact Center?

Company Details

Need Assistance?

Vonage Contact Center Ratings

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

+88 Net Emotional Footprint

How much do users love Vonage Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vonage Contact Center Reviews

Trevor H.

Easy to use in and out of the office.

Likeliness to Recommend

Pros

It is easy to use and helps to make work easy.

Likeliness to Recommend

Pros

Balakrishna s.

User friendly open phone service provider

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Workforce Management

Contact Center Compliance Management

Call Recording

Multi Channel Queue Management

Screen Prompts

Ticket Management

Contact Center Analytics

Multi Channel Intake Integration

Skills Based Routing

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 Data Integration

Ease of IT Administration

Vendor Support

Product Strategy and Rate of Improvement

Ease of Implementation

Availability and Quality of Training

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