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
Pricing options
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
Media
Vonage Contact Center Reviews
Vonage Contact Center Reviews
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.
Difficult to fix technical issues
The pros outweigh the cons and that is why we continue to use this program.
Level of support & relationship with NVM developed hugely - great centralisation support
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.
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A great partner
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
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.
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.
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.
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.
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.
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Vonage Contact Center Pricing
Vonage Contact Center Pricing
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/
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Vonage Contact Center Features
Vonage Contact Center Features
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Categories
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
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.