Vonage Contact Center Pricing, Features, Reviews & Alternatives

Vonage Contact Center

Cloud Contact Center & Inside Sales Software for Salesforce

4.35/5 (61 reviews)

Vonage Contact Center overview

What is Vonage Contact Center?

Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer
experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sales, onboarding, adoption and value realization.

Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform. Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience.

Vonage Contact Center for Microsoft Dynamics 365 seamlessly integrates agents working in either the Dynamics 365 Sales or Service Hubs with Vonage Contact Center providing a 360 degree view of prospects and customers. Removing multiple applications improves agent satisfaction and reduces turnover. Having relevant customer data allows for optimal customer service keeping contact center Service Level Agreements and First Call Resolution metrics in check. Vonage Contact Center for Microsoft Dynamics 365 helps turn prospects into existing customers all while providing agents a world class experience.
www.vonage.com

Pricing

Pricing options
Subscription
Value for money
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Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Germany, United Kingdom

Supported languages

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Vonage Contact Center user reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.3
  4.4
  4.5
Jesse J.

A great partner

Used daily for less than 6 months
Reviewed 2019-11-11
Review Source: Capterra

We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

Pros
The software is stable, easy to use and the support is amazing.

Cons
There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Kaylen C.

Difficult to fix technical issues

Used daily for 6-12 months
Reviewed 2019-12-12
Review Source: Capterra

The pros outweigh the cons and that is why we continue to use this program.

Pros
This product can be integrated with salesforce which allows for us to monitor calls and record them. It also allows us to make more calls with the voicemail drop option.

Cons
The software is so advanced that every time a technical issue arises I cannot fix it by myself and always have to reach out to customer support. This process does take some time as they are an international company and there is a time difference. Sometimes what I describe seems to be a problem that they do not understand what I mean and it is difficult to work with customer support. They definitely try to help though so I wouldn't say that their customer service is bad, it's just that the product isn't very user friendly and is more technical so it makes troubleshooting an issue.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Ryan S.

I'm always having to wait on NewVoiceMedia

Used daily for 1-2 years
Reviewed 2019-09-12
Review Source: Capterra

Pros
I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.

Cons
I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 5/10

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Sarah R.

Level of support & relationship with NVM developed hugely - great centralisation support

Used daily for 2+ years
Reviewed 2017-12-20
Review Source: Capterra

Pros
The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.

Cons
Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.

Rating breakdown

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Ease of use
Features
Customer support

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Jason L.

Expansion of current NVM to a new site

Used daily for 1-2 years
Reviewed 2017-01-27
Review Source: GetApp

We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.

Pros
Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.

Cons
Not seen any yet, though it may appear a bit dated visually.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Vonage Contact Center pricing

Pricing options
Subscription
View Pricing Plans

Vonage Contact Center offers solutions for small and medium size businesses as well as large enterprises. For more information about packaging please see our website at
https://www.vonage.com/contact-centers/plans/

Vonage Contact Center features

API
Activity Dashboard
CRM
Campaign Management
Contact Management
Lead Capture
Performance Metrics
Reporting/Analytics
Workflow Management

Alerts/Notifications (116 other apps)
Collaboration Tools (154 other apps)
Contact Database (108 other apps)
Data Import/Export (148 other apps)
Lead Management (171 other apps)
Performance Management (115 other apps)
Pipeline Management (111 other apps)
Reporting & Statistics (120 other apps)
Sales Reports (112 other apps)
Search/Filter (139 other apps)
Third Party Integrations (179 other apps)

GetApp Analysis

Thousands of businesses worldwide are already using Salesforce to connect with customers across sales, customer service, marketing, and analytics. NewVoiceMedia takes that relationship one step further, integrating with Salesforce to increase efficiency for inside sales teams and route incoming leads to the best agents in real-time.

A true-cloud contact center platform, NewVoiceMedia is the leading telephony solution for businesses that use Salesforce and Desk.com. NewVoiceMedia is the only call center and inside sales application on the market that is exclusively focused on being integrated with Salesforce, helping agents answer service and support calls, as well as emails and social media posts. NewVoiceMedia is used by businesses of all sizes, however it is particularly popular among small and mid-size organizations.


What is Vonage Contact Center?

NewVoiceMedia is the most deeply integrated and widely adopted call center solution for businesses that use Salesforce. The cloud-based solution includes features like integrated click-to-dial, dynamic call routing, screen pops with caller information, real-time lead monitoring, and call scripts, all of which are provided through Salesforce Service Cloud. NewVoiceMedia’s dialer uses customer data directly from Salesforce, which means users don’t have to worry about uploading new lists or manually updating contact information for their leads into two separate applications.

Using an integrated call center solution streamlines the customer communication workflow and prevents agents from having to swivel between multiple applications during the course of the average workday. Working directly in the Salesforce UI increases efficiency and improves customer satisfaction rates, as agents are able to resolve issues more quickly and route inquiries to the agents and engineers most qualified to handle specific leads and queries.


Who is Vonage Contact Center For?

  • Experience level: All experience levels
  • Industry: All industries
  • Business size: Small businesses, mid-size businesses, large businesses
  • Departments/roles: Customer service, IT, sales
  • Example customers: Entanet, Ritani, Exponential-e

Main Features

Automatic Dialing Inside Salesforce

NewVoiceMedia’s automated dialer helps increase productivity for outbound teams. The auto-dial functionality is based on Salesforce lists and campaigns, allowing users to prioritize calls with any combination or criteria. NewVoiceMedia uses customer data from Salesforce, which means there’s no uploading of lists. Dynamic dial lists also update automatically with new contact information based on the real-time data being funneled into Salesforce.

As a manager, you can choose between Preview mode and Progressive mode, depending on how your team works most efficiently. When you set up Preview mode, your agents are able to connect each call, or skip/flag calls not made, just by clicking a “Dial” button. In Progressive mode, no clicks are necessary. New calls are placed automatically as soon as previous calls have ended. All call activity and recordings are then logged for future reference.

Distributing Calls to Agents

Dynamic call routing and prioritization decisions can be made with NewVoiceMedia based on information that has already been input into Salesforce. This creates an improved experience for both customers and agents, and sets a high standard for customer-driven contact.

Calls can be distributed to agents based on whatever parameters you select. For example, case-based routing routes existing customers to the support agents or engineers they’ve interacted with previously, rather than assigning their calls whichever agents are available. Callers are asked to enter their case numbers, and NewVoiceMedia uses this information to put the customer through to the agent handling his or her case. If the agent is unavailable, the customer is provided with the option to choose another agent, wait on hold, or leave a message.

Placing & Receiving Calls Within Salesforce

NewVoiceMedia has found a way to save agents time by allowing them to place and receive phone calls from within Salesforce. This leads to better targeting, faster campaign ROI, and faster lead follow up.

When your team uses NewVoiceMedia to place calls in Salesforce, a local caller ID shows up to your leads, which means more of your company’s calls get answered. Deep integration also means that automated screens pop up with customer data history immediately when new conversations begin. Call scripts are provided through Salesforce Service Cloud, as well. NewVoiceMedia records all calls, making it possible for you to listen and coach your agents on how to improve their sales tactics.

Measuring & Monitoring Agent Performance

Real-time monitoring and historical reports are all provided for users within the Salesforce interface. This means that organizations that use NewVoiceMedia for telephony don’t have to bother opening a separate application to access the type of important data that could be useful in improving ROI or finding holes in the sales funnel.

In addition to tracking the performance of your team, you can also use NewVoiceMedia to easily log and track the performance of individual agents and engineers. Based on the data you uncover with NewVoiceMedia, you can then create targeted prospect lists and route VIP leads to your top performing agents.


Integrations

NewVoiceMedia is focused on being integrated with Salesforce, as well as Desk.com. It also offers a full integration with the Salesforce1 Mobile App. This integration with the Salesforce1 Mobile App enables sales and service agents to engage with customers while on the go. The company has even integrated its call center software with the Apple Watch using the Salesforce Wear Developer Pack.


Bottom Line

  • Most deeply integrated and widely adopted call center solution for Salesforce
  • Automatic dialing of dynamic lists inside Salesforce
  • Streamlines the call process and enables agents to make more meaningful connections
  • All customer information in Salesforce can be used for routing decisions
  • Generates targeted hold messages featuring the latest deals based on individual customer histories

Videos and tutorials

Additional information for Vonage Contact Center

Key features of Vonage Contact Center

  • Allow customers to leave a message
  • Automatic dialing of dynamic lists from inside Salesforce,
  • Call Transcription
  • Distribute incoming calls to agents
  • Enables card payments over the phone to be
  • Measure and monitor agent performance
  • Monitor and measure agent and call center performance
  • Motivate agents and increase performance
  • Place and receive calls from within Salesforce or Desk.com
  • Provide scripts to agents for call handling
  • Record calls for quality management
  • Route calls to the best agent
  • Speech Analytics
  • Support for Salesforce Omni-Channel
  • Support for Salesforce1 mobile app and Apple watch
  • Transfer calls, put customers on hold and conferece
View All Features

Benefits

- Create new experiences for customers and employees faster and easier than ever before
- Deliver a better customer experience using skill-based routing and CRM insights
- Enhance agent experience through CRM integration for caller id, auto-logging, screen pop, call recording & click-to-dial
- Free customers and employees to communicate however suits them best
- Make every conversation more personal and productive
- One global platform for simplicity and easy scaling