Vonage

Vonage Contact Center

Composite Score

7.4 /10

CX Score

7.8 /10

27 Reviews Write a Review

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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.

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

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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?

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

Skills Based Routing

Multi Channel Intake Integration

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 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

Validated Review

Verified Reviewer

Submitted Mar 2022

A Salesforce Integrated solution.

Likeliness to Recommend

9 /10

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

Validated Review

Verified Reviewer

Submitted Feb 2022

An amazing tool for CRM with many amazing options.

Likeliness to Recommend

8 /10

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

Validated Review

Verified Reviewer

Submitted Apr 2020

Great product it's expensive bur but good

Likeliness to Recommend

6 /10

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

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.).

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

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).

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

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

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

Angela N.

A Salesforce Integrated solution.

Likeliness to Recommend

Pros

Meskova E.

An amazing tool for CRM with many amazing options.

Likeliness to Recommend

Pros

Camille R.

Great product it's expensive bur but good

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

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

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