Vonage

Vonage Contact Center

7.4 /10

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.

81 Likeliness to Recommend

1
Since last award

89 Plan to Renew

2
Since last award

72 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

+87 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

13% Neutral

87% Positive

Pros

Trustworthy
Fair
Effective Service
Efficient Service

Feature Ratings

Average 73

Workforce Management

Call Recording

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Skills Based Routing

Ticket Management

Call Scripting and Call Flow Management

Knowledge Management

Vendor Capability Ratings

Average 73

Breadth of Features

Usability and Intuitiveness

Business Value Created

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Vonage Contact Center Reviews

Er Avinash P.

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

Validated Review

Verified Reviewer

Submitted Sep 2024

Cloud contact center

Likeliness to Recommend

8 /10

What differentiates Vonage Contact Center from other similar products?

-Highly performant and reliable cloud contact. -Support team is superfast and knowledgeable. -Strong built integration with ticketing tool.

What is your favorite aspect of this product?

- Timely alerts and notification whenever any call received with proper records and reports.

What do you dislike most about this product?

Found connection issues in certain geographical areas.

What recommendations would you give to someone considering this product?

good option for larger businesses with high call volume.

Pros

Enables Productivity
Efficient Service
Altruistic
Acts with Integrity

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

Prashant G.

Role: Human Resources
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

A very app for calling and texting

Likeliness to Recommend

9 /10

What differentiates Vonage Contact Center from other similar products?

It gives flexibility to send message as tect and speech. It runs even on poor internet connection.

What is your favorite aspect of this product?

I liked it’s user interface

What do you dislike most about this product?

Sometime calls drops and I can not figure out reasons. Full dependency on network connection.

What recommendations would you give to someone considering this product?

Go for it. We have tried Zoom and other app also but this one is best

Pros

Continually Improving Product
Caring
Respectful
Client Friendly Policies

Vonage Contact Center

What is Vonage Contact Center?

Company Details

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Vonage Contact Center Ratings

81 Likeliness to Recommend

1 Since last award

89 Plan to Renew

2 Since last award

72 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+87 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.

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).

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

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.

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.).

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).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

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 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.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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

Er Avinash P.

Cloud contact center

Likeliness to Recommend

Pros

Angeli S.

It is the best solution for changing your customer

Likeliness to Recommend

Pros

Prashant G.

A very app for calling and texting

Likeliness to Recommend

Pros

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Feature Ratings

Workforce Management

Call Recording

Contact Center Compliance Management

Multi Channel Queue Management

Screen Prompts

Contact Center Analytics

Multi Channel Intake Integration

Skills Based Routing

Ticket Management

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 Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Vendor Support

Availability and Quality of Training

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