2 Ratings
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Score 8 out of 100
53 Ratings
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Score 7.9 out of 100

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)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Click-to-call (CTC)
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Multichannel integration
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Workforce Optimization (WFO)

Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Inbound call routing
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.8
Live reporting
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.8
Customer surveys
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

Cloud Call Center

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
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

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)

Very similar. Both great products
Richard Kersten | 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)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Pricing Details

Cloud Call Center

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Rating Summary

Likelihood to Recommend

Cloud Call Center
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7

Support Rating

Cloud Call Center
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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