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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Real user data aggregated to summarize the product performance and customer experience.
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80 Likeliness to Recommend
1
Since last award
88 Plan to Renew
5
Since last award
70 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+85 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?
Pros
- Trustworthy
- Fair
- Reliable
- Effective Service
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Workforce Management
Call Recording
Contact Center Compliance Management
Multi Channel Intake Integration
Multi Channel Queue Management
Ticket Management
Screen Prompts
Contact Center Analytics
Skills Based Routing
Call Scripting and Call Flow Management
Knowledge Management
Vendor Capability Ratings
Usability and Intuitiveness
Business Value Created
Quality of Features
Breadth of Features
Vendor Support
Availability and Quality of Training
Ease of Implementation
Ease of Customization
Product Strategy and Rate of Improvement
Ease of Data Integration
Ease of IT Administration
Vonage Contact Center Reviews
Isaac B.
- Role: Industry Specific Role
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Dec 2023
Real-time Multi-channel Cloud Contact Center
Likeliness to Recommend
What differentiates Vonage Contact Center from other similar products?
Secure and trustworthy cloud call center management.
What is your favorite aspect of this product?
Call script analytics.
What do you dislike most about this product?
Nothing to complain.
What recommendations would you give to someone considering this product?
Pick it undoubtedly, thank me later.
Pros
- Performance Enhancing
- Respectful
- Acts with Integrity
- Transparent
Carl O.
- Role: Operations
- Industry: Technology
- Involvement: Initial Implementation
Submitted Nov 2023
Very expensive initial setup, solid service
Likeliness to Recommend
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
Leah W.
- Role: Operations
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Apr 2023
Fantastic product and so easy to use!
Likeliness to Recommend
What differentiates Vonage Contact Center from other similar products?
Easy to use and see less transitions
What is your favorite aspect of this product?
Moving easily from cell phone to computer app to office phone
What do you dislike most about this product?
Setting up the various voicemails
What recommendations would you give to someone considering this product?
They should have adopted it years ago!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing