Vonage

Vonage Contact Center

Composite Score

7.4 /10

CX Score

7.9 /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

71 Satisfaction of Cost Relative to Value

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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

12% Neutral

88% 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 IT Administration

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Ease of Implementation

Availability and Quality of Training

Vonage Contact Center Reviews

amitabh p.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Contact support centre

Likeliness to Recommend

8 /10

What differentiates Vonage Contact Center from other similar products?

1. Good soft phone available. 2. Proper status of the agent availability which connecting. 3. Easy to transfer the calls and making connection.

What is your favorite aspect of this product?

Good connectivity across the global with minimal efforts and implementation.

What do you dislike most about this product?

Product price is high and much competitors are there in market.

What recommendations would you give to someone considering this product?

Product Quality is premium.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Angeli S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2024

It is the best solution for changing your customer

Likeliness to Recommend

9 /10

What differentiates Vonage Contact Center from other similar products?

But the thing that really sets Vonage Contact Center apart is the ways that it can interact with other tools that I employ, including CRMs and ticketing systems. This makes communication to and customer relations much easier for me to handle.

What is your favorite aspect of this product?

The best feature of Vonage Contact Center is its operation as it is very easy to use. Upon the first instance, it was quite easy and seamless to manoeuvre through the interface and even configure my call queues and working hours.

What do you dislike most about this product?

But I can imagine one small inconvenience that I have come across – sometimes it gets a bit complicated to integrate them with other tools. However, with much ado, I’ve been able to overcome all the problems that may occur on the way.

What recommendations would you give to someone considering this product?

In general, it can be said that Vonage Contact Center should be recommended for all companies that are ready to deliver better customer experience. For me it is a great advantage that the music during the call is very good, that the customization is very deep and the support very fast. So, do not wait and give it a try!

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Efficient Service

Carl O.

Role: Operations
Industry: Technology
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Very expensive initial setup, solid service

Likeliness to Recommend

6 /10

What differentiates Vonage Contact Center from other similar products?

Nothing really separates Vonage to other providers in the industry.

What is your favorite aspect of this product?

Easy integration with Zendesk And Salesforce (of which they are a premier partner). Also, I like how you can easily log all incoming and outgoing calls through Zendesk and Salesforce, and then the caller ID is matched to a Zendesk/Salesforce contact or lead

What do you dislike most about this product?

One negative to note is that the widget is only available in Google Chrome, and we have a couple of Safari users, so this is far from ideal. Also, I don't like the cost of initial setup, £1000 per day for their support.

What recommendations would you give to someone considering this product?

I think there are far better providers than Vonage, from initial and ongoing cost, to their in-house features.

Pros

Respectful
Trustworthy
Inspires Innovation
Reliable

Vonage Contact Center

What is Vonage Contact Center?

Company Details

Need Assistance?

Vonage Contact Center Ratings

80 Likeliness to Recommend

90 Plan to Renew

71 Satisfaction of Cost Relative to Value

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 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.

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.

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.

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.

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

amitabh p.

Contact support centre

Likeliness to Recommend

Pros

Angeli S.

It is the best solution for changing your customer

Likeliness to Recommend

Pros

Carl O.

Very expensive initial setup, solid service

Likeliness to Recommend

Pros

Most Popular Vonage Contact Center Comparisons

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RingCentral Contact Center

Nextiva Contact Center

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 IT Administration

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Ease of Implementation

Availability and Quality of Training

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