Vonage Contact Center Reviews - Pros & Cons, Ratings & more

Bitrix24

Zendesk Suite

Twilio

CXone Mpower

Vonage Contact Center, formerly NewVoiceMedia, is designed to leverage Salesforce capabilities & data to deliver the best Customer Experiences - from routing using any Salesforce object to popping up the right CRM data & call history for agents and offering analytics across CRM & call data.

Vonage Contact Center

Linux

Web-based

Windows

Sales Manager

The fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.

Cloud Consultant 

It is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services.

IT Support/Office Manager

Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.

New Voice Media provide a robust, enthusiastic and energetic service. Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help.

I am responsible for training the sales team and Customer support representative was especially helpful providing the required information to enable our team to have the best possible start.

Contact Centre Support & Knowledge Manager

Great Product and extremely helpful delivery and after care  from customer support.

Training Manager

Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic.

I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.

Executive Assistant

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.

Head of Sales & CS

Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase.

Support, Operations Manager

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

operations manager

I like that it can be used on the web so on any device, as well as integrated into softwares and tools. The contact pad is compact with a good UX.

Fast, professional and supportive, NVM is a great product, stand-alone and also as an integration with Salesforce.

Senior Accountant

In the end, we stropped using the service it was so bad.

Marketing and Sales Operations Manager

Really disappointed with the overall experience. Did not receive any onboarding, adoption or ongoing support from their end despite having paid for professional services.

Contact Centre Manager

So easy to use (now I have had a bit of practice :-)). By changing from our old telephone system to NVM, we saved time and money.

Technical support engineer

Easy installation , usage and secure management.

Head of Customer Experience

The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated.

NFON Contact Center Hub

Contact Center as a Service (CCaaS)

Contact Center AI

8x8 Contact Center

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.

A great partner

The experience I have with Vonage Contact Center is exceptional.

Vonage Contact Center Is Reliable and Easy to Use

Great integration with Salesforce, but, not very user friendly and hard to manage

Very premium and good cloud contact support, timely updates of incoming calls but need a option of desktop calling as well with mobile calling.

Cloud Communication System

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.

Expansion of current NVM to a new site

I'm always having to wait on NewVoiceMedia

Project manager for implementing

We had a few reporting issues at first which was resolved straight away.

Excellent service

Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic. 

 In the end, we stropped using the service it was so bad.

Poor service and poor product overall

Our go-to call software!

it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves the purpose of desk call centre and as well as a voip number which can be accessible from anywhere even while on the go travelling.

Amazing call center software

Perfect

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

Difficult to fix technical issues

Implemented as CTI for former company

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

Terrible Account Management & Support

Seamless communication integration!

Has its moments

Perfectly fits our needs

Good services for webRTC communication

managing inbound calls across 12 markets in 12 countries 

good online availability across devices

I have a client that used it  as liked it as their needs were basic 

Acceptable contact center for smb

Thank you for your review.  Please let us know how we can improve where Vonage fell short on the scores you submitted.  

Please feel free to contact me directly.
Kristi Cates
Sr. Manager, Field Marketing
Vonage

We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.

Over promised, under delivered and now recovered into something brilliant!

Great on site implementation team.  Totally customization IVR solution, call recording, etc.  Excellent customer service.  A real partner.

CHIEF OPERATING OFFICER

Cloud Applications Consultant

Bernard:                                               I'm Bernard, contact center as a service consultant in the communications industry, and I would rate the Vonage Contact Center a four out of five.
                                                       Prior to switching to the Vonage Contact Center, we were using a legacy PBX which had call center capabilities, but did not have the characteristics of a cloud-based solution. The Vonage Contact Center was selected because of a relationship that was established with Salesforce, which was used widely through the company. By leveraging the Salesforce relationship, it was relatively easy to implement a complete re-creation of the on premises phone system with the Vonage Contact Center and have it directly integrated with Salesforce in the cloud.
                                                       It's relatively easy to move to a Vonage Contact Center, especially if you have well-defined queues in place already, and know exactly what your customer relationship management strategy is. So if you want to essentially move from an on-premises solution, have a relatively good idea of which do you wish to accomplish, you can basically move quite easily with the administration tools provided to a pure cloud-based solution with the Vonage Contact Center.
                                                       I do recommend the Vonage Contact Center. However, it's important to note that you really do need to have a firm understanding of what your customer experience strategy is going to be. We found that the Vonage team was helpful, but didn't really have the same level of expertise as with what other providers offered. However, they did have additional functionality with their communication platform as a service capabilities, which is probably going to be implemented later on. So overall, if you have a firm grasp of what you wish to accomplish and want to wish to move from a on-premises solution to the cloud, the Vonage Contact Center solution will definitely get you there.

Vonage Contact Center Reviews

Suggested alternatives

Pros and cons

69 reviews