Vonage Contact Center Reviews

It's straightforward to use, and has good call connectivity; you can send SMS and chat with prospects using the application. The call reporting function shares accurate data and monitors people in real-time.

Not much to dislike here, would be better if they had recording access for users too.

Connecting with Leads, was a good medium to reach prospects and had a strong connection.

Ease of Use. The tool is simple and easy to use and allows the business to function much more smoothly!

The fact that we can't have multiple compulsory fields to ensure all calls are logged under the correct criteria.

Sign up and get calling!

IT is allowing the business to continue to grow while allowing us to smoothly handle the day to day.

customer service; App quality; Voice; Call Log; Texting; Meetings;

nothing such till now, I am happy and my company is doing well with Vonage;

My employees are using Vonage App and meetings; our communication platform is Vonage Business

It's ease to use, it's efficiency and all features as we have installed in Salesforce so that sales reps use nvm to bring the business as they can call the partners for pitching the deals and same can be tracked within Salesforce and NVM

Nothing to dislike, all features are amazing to use

Our sales can't be done without NVM as it's crucial tool to bring the business and make calls to the customers/partners to set the deal for the business and the best part is we can track everything within Salesforce and in NVM tool, being Salesforce Engineer it's ease to do all setup for NVM within Salesforce

The reporting is superb than other applications. Technical support is 24x7 for assistance.

There is nothing to report on dislikes. The product works well.

Get it!

Efficient call flow. quick customer transactions.

Changing to a cloud based system just before the global Covid19 pandemic has been an amazing success for us and allowing us to continue operations without a glitch in service. The system has worked without fault since installation, also providing a fully customisable wallboard to suit our KPIs. Support service is 2nd to none, always offering links, training and resolution where suitable. Onboarding experience was seamless, and would highly recommend Vonage.

I have no comments in this section, I am really happy with products and service from Vonage.

No problems we have had. I have reached out to Vonage for help with Salesforce and reports, where information was provided quickly and very informative.

From project implementation to their support teams - Very helpful throughout and please with the progress we have made

Real Time and Dashboards do not always match which causes confusion - Also the agent states on the dashboard can be confusing as it can show as 'IDLE' which again causes confusion on what state the agent is actually in. As a manager/administrator i am able to see/work it out but it isn't clear for others that have access to our dashboard.

I would seriously consider Vonage - They have been instrumental in helping us move into the 21st century with our contact centre. There are still plenty more features and benefits that Vonage can provide and i am looking forward to adding these to our contact centre.

Lots of benefits - We have increased our lead to opportunity conversion and also reduced significantly the time it takes to manage our lead queues. Along with this is the time saved using the voicemail drop button, which helps the agents with a previously laborious repetitive task.

Great flexibility of the system and support from the team.

Allows virtually any setup you might need. Allows changing or upgrading plans as you go along (or grow the organisation). Allows localization which means with one setup you can tackle multiple regions using localized messaging.

Incredibly easy to buy or add new numbers to the existing setup - no matter what location.

Vonage/NVM support and account management is simply fantastic and I feel we are in good hands and my questions/concerns are always addressed.

Some options are difficult to manage/set up. Interaction manager could be upgraded to drag and drop for ease of user. Managing users via Salesforce directly instead of a separate admin panel. Certain options could use more polishing as they seem to be (visually outdated). Billing customization would also be a welcomed feature.

Connecting customers with agents, insight into customer behavior. Capturing the data allowing us to understand what customers like, dislike and gather feedback. Allowing agents work from the office and home alike, without any additional hardware or setup (helpful especially during current situation with the pandemic). Enable sales team to work across different locations and use different setups depending on the dynamic needs.

Easy to use and is always a reliable tool. I have never had any problems with Vonage Contact Center (formerly NewVoiceMedia) and I would strongly recommend businesses considering their platform. I find it extremely easy to operate, it's functionality is great, and the whole team have no problems despite everyone within the team using it on a day to day basis. As I have mentioned above, it is an excellent tool and it allows the team to work more productively on a day to day basis. The most helpful thing about Vonage Contact Center is the ease of use, functionality, and how quickly it is to learn how to use the patform. Once the team have become proficient with the platform, there is rarely any issues or problems with the functionality of the platform.

There is nothing that I dislike about Vonage Contact Center (formerly NewVoiceMedia). It is an excellent platform and I have absolutely no issues with its functionality and use.

I would recommend trialing the platform and see what you think for yourself. As it is a great platform it is definitely worth trialing it and then judging for yourself whether you believe it to be effective with increasing productivity and performance within the team.

What advice do you have for those looking at Vonage Contact Center (formerly NewVoiceMedia)?

The advice for those looking at Vonage Contact Center (formerly NewVoiceMedia) would be to trial the platform and then reflect on whether you believe the platform to be beneficial with increasing productivity and ultimately performance.

There are a range of problems that Vonage Contact Center (formerly NewVoiceMedia) such as easy calling as well as the logging of calls and being able to listen to calls back again. This allowing increased productively across the team and is therefore improving performance as a result. The auto dialler functionality is another functionality of Vonage Contact Center (formerly NewVoiceMedia) that people are enjoying using and the increased productivity and the benefits that comes as a result of this.

The ease of moving people in and out of queues, the ability to create dashboards, the options to view as much or as little as desired. The ability to change statuses, see how long an agent has been in a status for and the reporting to show what activities were truly occurring. Vonage values the opinions and experiences of current users and that is conveyed with the interactions we are asked to be a part of. Whether it be speaking with a new or potential client or even being part of a panel discussion. Another part of the Vonage experience I like the best and find incredibly important is the relationship the Vonage team has built with us. We have built a strong relationship with our Customer Success Manager, who has been involved every step of the way, and I believe this speaks volumes to their dedication to our success.

The website is not mobile friendly and it would be beneficial for when an administrator is on the go or out of office attending to other business needs. Another dislike I have found is when there is a delay or change with how information is sent or communicated with Monet. As part a key part of our Verint Monet team, I heavily rely on the accuracy and continued communication between the two programs so when there is a disconnect, it largely affects what I do.

Have a team surrounding you who will be supportive and active in the decision to implement the change. Take advantage of any opportunity to speak to current users. Dont be afraid to ask questions or speak up for what your needs are or may be in the future state.

Being able to have our contact center agents move in and out of queues to meet our demand and volume has been instrumental in helping us meet our SLA's. Other benefits I have come to find include the relationships we have built with our Vonage team. Their knowledge and experience, along with their dedication and continued communication with our team has helped up reach goals and continue to improve. We have received opportunities to be included in pilot programs that have allowed us to test new features but then the team has helped us successfully implement many of them.