Vonage

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.

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

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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

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

Average 73

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

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

Validated Review

Anonymous Reviewer

Submitted Apr 2020

Very easy to use and customize.

Likeliness to Recommend

9 /10

Pros

Caring
Helps Innovate
Continually Improving Product
Reliable

Vonage Contact Center

What is Vonage Contact Center?

Company Details

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Vonage Contact Center Ratings

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

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 Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

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

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.).

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

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

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.

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.

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.

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.

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.

Vonage Contact Center Reviews

Very easy to use and customize.

Likeliness to Recommend

Pros

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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

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