Vonage Contact Center Reviews

Vonage Contact Center

4.3 (69)
Write a Review!
Cloud Contact Center & Inside Sales Software for Salesforce

Overall rating

4.3 /5
(69)
Value for Money
4.3/5
Features
4.3/5
Ease of Use
4.3/5
Customer Support
4.4/5
Sort by

69 Reviews

Jesse
Jesse
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A great partner

Reviewed on 2019/11/11

We were having multiple problems with our previous vendor. We made the decision to change to NVM...

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

Alternatives Considered

CXone Mpower

Reasons for Choosing Vonage Contact Center

Our previous provider was unstable and had horrible support

Switched From

CXone Mpower

Reasons for Switching to Vonage Contact Center

NVM had an easier implementation process and a better interface.
Paul
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Vonage Contact Center Is Reliable and Easy to Use

Reviewed on 2024/12/08

The experience I have with Vonage Contact Center is exceptional.

The experience I have with Vonage Contact Center is exceptional.

Pros

I am impressed by the amazing capabilities of Vonage Contact Center.
Vonage Contact Center is easy to use and reliable.

Cons

I do not dislike Vonage Contact Center at all.
Vonage Contact Center has been exceptional.

Mike
Mike
Overall rating
  • Industry: Education Management
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Great integration with Salesforce, but, not very user friendly and hard to manage

Reviewed on 2022/05/26

Pros

It can do so much with routing when integrated with Salesforce. Very advanced features that are very useful

Cons

It is not very user friendly and takes a lot of time to implement and make any changes. It's hard to have managers own their own call centers and make any chances without the help of IT

Amitabh
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Cloud Communication System

Reviewed on 2024/10/24

Very premium and good cloud contact support, timely updates of incoming calls but need a option of...

Very premium and good cloud contact support, timely updates of incoming calls but need a option of desktop calling as well with mobile calling.

Pros

1. Easy installation , usage and secure management.
2. Performance and realibility of product is superb.
3. Ease of integration with any ticketing tool with no much efforts.

Cons

1. Little costly than expected.
2. Very limited features are available and noise quality needs to be worked on.

Jason
Jason
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Expansion of current NVM to a new site

Reviewed on 2017/01/27

We already had NVM at one of our global locations and needed a speedy implementation in a different...

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.

Ryan
Ryan
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

I'm always having to wait on NewVoiceMedia

Reviewed on 2019/09/12

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.

Verified Reviewer
Overall rating
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Project manager for implementing

Reviewed on 2018/03/20

Converting all users to 1 phone system

Converting all users to 1 phone system

Pros

Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.

Cons

This is not a good solution for high volume inbound call centers. Tier 1 support is in Poland and they are not proficient in English. Takes a while to get your issues resolved. System lacks some basic functionality that PBX systems have by default.

Raf
Raf
Overall rating
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Excellent service

Reviewed on 2017/08/02

We had a few reporting issues at first which was resolved straight away.

We had a few reporting issues at first which was resolved straight away.

Pros

It integrated easily to Salesforce and is simple to use.

In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.

Angela
Angela
Overall rating
  • Industry: Gambling & Casinos
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been...

Reviewed on 2017/10/20

Pros

Easy to use

Cons

Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.

Nicholas
Overall rating
  • Industry: Accounting
  • Company size: 201–500 Employees
  • Used for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Poor service and poor product overall

Reviewed on 2019/03/15

In the end, we stropped using the service it was so bad.

In the end, we stropped using the service it was so bad.

Pros

Software was fine to be a basic phone system and software - when it worked.

Cons

The support was horrific and it took months to really get NVM to reply and help us. Our users experienced a TON of issues with quality and service.

Pippa
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Our go-to call software!

Reviewed on 2023/08/24

Pros

For agents it is very easy to use from day one with no learning curve.It allows calls to be easily taken, answered, transferred and recorded.

Cons

It is sometimes prone to crashing. Whether a call cannot be answered or the information cannot be seen. It can be frustrating to fix when it crashes as you can lose key information.

darya
Overall rating
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Amazing call center software

Reviewed on 2022/08/13

it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves...

it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves the purpose of desk call centre and as well as a voip number which can be accessible from anywhere even while on the go travelling.

Pros

the fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.

Cons

The only downside of vonage is the cloud storage for recordings, however paying a additional fee can get you some more storage.

Puneeth
Overall rating
  • Industry: Staffing & Recruiting
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Perfect

Reviewed on 2022/11/15

It is the best software of all

It is the best software of all

Pros

Mostly I use this Software to call the and do business

Cons

I send less Messages through this Software

Kaylen
Overall rating
  • Industry: Staffing & Recruiting
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Difficult to fix technical issues

Reviewed on 2019/12/12

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

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.

Greg
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Implemented as CTI for former company

Reviewed on 2018/12/04

Pros

When they work the features of NVM work brilliantly. Integrating with the CRM solution picking up the contact details and presenting them to the call centre agent so they can see who is on the call before the customer speaks. Allowing call logging in real time and a set period of cool down between calls so that extra notes and further actions can be undertaken.

Cons

The configuration page can be a little clunky at times. And confusing when designing the initial call flow. Once it's all set up the dashboard is quite basic and reporting was difficult to get too much useful information from for the management.

Sarah
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

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

Reviewed on 2017/12/20

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.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Terrible Account Management & Support

Reviewed on 2018/05/02

Pros

Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature.

Cons

Really disappointed with the overall experience. Did not receive any onboarding, adoption or ongoing support from their end despite having paid for professional services. Did not even know who our Account Manager was till we decided to cancel the contract. The app runs on obsolete technology. Best to avoid this vendor.

Adonis
Overall rating
  • Industry: Entertainment
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Seamless communication integration!

Reviewed on 2018/02/19

Pros

With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime.

Cons

Like traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system.

Mike
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Has its moments

Reviewed on 2019/06/06

Pros

It is pretty straight forward and easy for new users to use.

Cons

The requirements to operate the dialer in certain web browsers and settings that need to be made in order for things to work can prove difficult and cause errors from time to time.

Verified Reviewer
Overall rating
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Perfectly fits our needs

Reviewed on 2017/06/20

Pros

Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.

Cons

Sometimes the website can feel outdated and not laid out in the best format. I feel if a designer was to look at some sections of the site there could be massive improvements made to make things easier and clearer to understand.

Renato
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Good services for webRTC communication

Reviewed on 2022/10/18

Pros

Easy of use. The API is simple, good documentation. Has almost everything you need for any type of real-time video/audio communication. Flexibility in building the final video layout.

Cons

It lacks a better support for portrait mode. To our application, portrait mode is the main goal and the lack of a portrait mode was the reason we had to go to another service

Verified Reviewer
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

good online availability across devices

Reviewed on 2019/04/25

managing inbound calls across 12 markets in 12 countries

managing inbound calls across 12 markets in 12 countries

Pros

i like that it can be used on the web so on any device, as well as integrated into softwares and tools. the contact pad is compact with a good UX

Cons

there can be crashes and downtime on occasion, but the support is good when that happens

Bernard
Overall rating
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 1.0 /10

Acceptable contact center for smb

Reviewed on 2020/07/25

I have a client that used it as liked it as their needs were basic

I have a client that used it as liked it as their needs were basic

Pros

It is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services

Cons

It is not ideal for large deployments as it does not have the same availability and scalability as Avaya

Response from Vonage

Thank you for your review. Please let us know how we can improve where Vonage fell short on the scores you submitted.

Please feel free to contact me directly.
Kristi Cates
Sr. Manager, Field Marketing
Vonage

Kelly
Overall rating
  • Industry: Facilities Services
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Over promised, under delivered and now recovered into something brilliant!

Reviewed on 2017/01/19

We were originally miss sold the package details by which we based our decision. The handover at...

We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.

Pros

Intuition around call prioritising and skill setting

Cons

It has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.

DAVID
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

CHIEF OPERATING OFFICER

Reviewed on 2016/10/05

Great on site implementation team. Totally customization IVR solution, call recording, etc. ...

Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.

Pros

ONSITE IMPLEMENTATION

Cons

COST