2 Ratings
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Score 8 out of 100
55 Ratings
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Score 5.3 out of 100

Feature Set Ratings

    Contact Center Software

    Cloud Call Center

    Feature Set Not Supported
    N/A
    6.2

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    62%
    Vonage Contact Center for Salesforce (formerly NewVoiceMedia) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    3.0
    30%
    2 Ratings

    Validate callers

    N/A
    0 Ratings
    8.2
    82%
    3 Ratings

    Outbound response

    N/A
    0 Ratings
    3.0
    30%
    2 Ratings

    Call forwarding

    N/A
    0 Ratings
    3.7
    37%
    3 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    7.3
    73%
    4 Ratings

    Warm transfer

    N/A
    0 Ratings
    5.5
    55%
    4 Ratings

    Predictive dialing

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Interactive voice response

    N/A
    0 Ratings
    5.0
    50%
    3 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Call scripts

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Call tracking

    N/A
    0 Ratings
    2.0
    20%
    3 Ratings

    Multichannel integration

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    CRM software integration

    N/A
    0 Ratings
    7.3
    73%
    4 Ratings

    Workforce Optimization (WFO)

    Cloud Call Center

    Feature Set Not Supported
    N/A
    6.8

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    68%
    Vonage Contact Center for Salesforce (formerly NewVoiceMedia) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    7.3
    73%
    3 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Recording

    N/A
    0 Ratings
    4.6
    46%
    4 Ratings

    Quality management

    N/A
    0 Ratings
    5.5
    55%
    3 Ratings

    Call analytics

    N/A
    0 Ratings
    4.6
    46%
    3 Ratings

    Historical reporting

    N/A
    0 Ratings
    4.6
    46%
    4 Ratings

    Live reporting

    N/A
    0 Ratings
    4.6
    46%
    4 Ratings

    Customer surveys

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Attribute Ratings

    • Cloud Call Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    Cloud Call Center

    90%
    1 Rating
    2.8

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    28%
    6 Ratings

    Support Rating

    Cloud Call Center

    N/A
    0 Ratings
    10.0

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    100%
    1 Rating

    Likelihood to Recommend

    Cloud Call Center

    Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.
    Rolf Kramer | TrustRadius Reviewer

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
    Anonymous | TrustRadius Reviewer

    Pros

    Cloud Call Center

    • Ease of Use
    • Softphones
    • Integration to other applications
    Rolf Kramer | TrustRadius Reviewer

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
    • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
    • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
    Anonymous | TrustRadius Reviewer

    Cons

    Cloud Call Center

    • Softphone UI
    • Ring options
    • Sound integration
    Rolf Kramer | TrustRadius Reviewer

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    • Third party implementation consult
    • British date format and time zone in U.S. market
    • No one answers their 800 number on their website
    • Report is not easy to read
    • Calls that were not answered wouldn’t make it to Salesforce report
    Emily Sullivan | TrustRadius Reviewer

    Pricing Details

    Cloud Call Center

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Cloud Call Center Editions & Modules

    Additional Pricing Details

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0 Contact sales team

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

    Edition
    EssentialsContact sales team1
    SelectContact sales team1
    ExpressContact sales team1
    PremiumContact sales team1
    1. Contact sales team
    Additional Pricing Details

    Support Rating

    Cloud Call Center

    No score
    No answers yet
    No answers on this topic

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
    Based on 1 answer
    I have personally not used their support, but I hear from our admin that it is good.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Cloud Call Center

    Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.
    Rolf Kramer | TrustRadius Reviewer

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce.Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
    Simon Whight | TrustRadius Reviewer

    Return on Investment

    Cloud Call Center

    • No physical assets (handsets)
    • Reporting Integration
    • Click to dial functionality
    Rolf Kramer | TrustRadius Reviewer

    Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

    • Saved us time
    • Saved us manual effort
    • Improved efficiency
    • Made our sales jobs easier
    • More time spent toward other goals due to this simple tool
    Richard Kersten | TrustRadius Reviewer

    Add comparison