Vonage Contact Center

Cloud Contact Center & Inside Sales Software for Salesforce

About 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.

Key benefits of Vonage Contact Center

- 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

Devices

Business size

S M L

Markets

United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico

Supported Languages

English, French

Images

Click-to-dial
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Vonage Contact Center video
Vonage Contact Center screenshot: Click-to-dial Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot: Vonage Contact Center screenshot:

Features

Total features of Vonage Contact Center: 24

  • API
  • Activity Dashboard
  • Activity Tracking
  • Auto-Dialer
  • Automatic Call Distribution
  • CRM Integration
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Computer Telephony Integration
  • Customer History
  • Employee Communities
  • Gamification
  • Mobile Integration
  • Monitoring
  • Multi-Channel Communication
  • PCI DSS Compliance
  • Prioritizing
  • Real Time Data
  • Real Time Monitoring
  • Receiving
  • Voice Mail

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Apollo.io

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#2 Alternative to Vonage Contact Center
Apollo.io is a customer engagement software that helps businesses find prospects, verify emails, manage lead scoring,...

SolarWinds Service Desk

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SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other...

Reply

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#4 Alternative to Vonage Contact Center
Reply is a multichannel sales engagement platform which automates personal email outreach, calls, and tasks, while...

Reviews

Overall rating

4,4 /5
(61)
Value for Money
4,3/5
Features
4,3/5
Ease of Use
4,4/5
Customer Support
4,5/5

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Showing 5 reviews of 61
Jesse J.
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

Kaylen C.
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.

Ryan S.
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.

Sarah R.
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.

Jason L.
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.

Showing 5 reviews of 61 Read all reviews

Vonage Contact Center FAQs

Below are some frequently asked questions for Vonage Contact Center.

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/

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

Vonage Contact Center has the following typical customers:

Small Business, Large Enterprises, Non Profit, Mid Size Business

Vonage Contact Center supports the following languages:

English, French

We do not have any information about what devices Vonage Contact Center supports

Vonage Contact Center integrates with the following applications:

ExecVision, Gong.io, People.ai, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Service Cloud

Vonage Contact Center offers the following support options:

FAQs, Online Support, Phone Support, Video Tutorials

Related categories

See all software categories found for Vonage Contact Center.