Vonage Contact Center Logo
Vonage Contact Center Logo
Vonage

Vonage Contact Center

7.3 / 10
Category
Vonage Contact Center
7.3 / 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.

79 Likeliness to Recommend

88 Plan to Renew

5
Since last award

70 Satisfaction of Cost Relative to Value

1
Since last award


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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?

0% Negative
16% Neutral
84% Positive

Pros

  • Trustworthy
  • Fair
  • Reliable
  • Effective Service

Feature Ratings

Average 71

Workforce Management

79

Call Recording

78

Contact Center Compliance Management

76

Multi Channel Intake Integration

71

Multi Channel Queue Management

71

Ticket Management

70

Screen Prompts

70

Contact Center Analytics

69

Skills Based Routing

69

Call Scripting and Call Flow Management

68

Knowledge Management

67

Vendor Capability Ratings

Average 73

Availability and Quality of Training

92

Ease of Customization

91

Product Strategy and Rate of Improvement

91

Quality of Features

91

Ease of IT Administration

89

Breadth of Features

84

Business Value Created

84

Ease of Data Integration

84

Ease of Implementation

80

Usability and Intuitiveness

80

Vendor Support

71

Vonage Contact Center Reviews

Isaac B.

  • Role: Industry Specific Role
  • Industry: Gaming and Hospitality
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Real-time Multi-channel Cloud Contact Center

Likeliness to Recommend

10 / 10

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
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

Leah W.

  • Role: Operations
  • Industry: Gaming and Hospitality
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2023

Fantastic product and so easy to use!

Likeliness to Recommend

10 / 10

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

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