Khoros Care vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros Care
Score 8.1 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…N/A
Vonage Contact Center for Salesforce
Score 7.9 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Khoros CareVonage Contact Center for Salesforce
Editions & Modules
No answers on this topic
Essentials
Contact sales team
Contact sales team
Select
Contact sales team
Contact sales team
Express
Contact sales team
Contact sales team
Premium
Contact sales team
Contact sales team
Offerings
Pricing Offerings
Khoros CareVonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Khoros CareVonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Khoros CareVonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Khoros Care
-
Ratings
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard00 Ratings3.02 Ratings
Validate callers00 Ratings8.03 Ratings
Outbound response00 Ratings3.02 Ratings
Call forwarding00 Ratings3.13 Ratings
Click-to-call (CTC)00 Ratings7.04 Ratings
Warm transfer00 Ratings5.14 Ratings
Predictive dialing00 Ratings9.01 Ratings
Interactive voice response00 Ratings5.03 Ratings
REST APIs00 Ratings8.02 Ratings
Call scripts00 Ratings8.01 Ratings
Call tracking00 Ratings2.03 Ratings
Multichannel integration00 Ratings10.01 Ratings
CRM software integration00 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Khoros Care
-
Ratings
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing00 Ratings7.03 Ratings
Omnichannel inbound routing00 Ratings10.02 Ratings
Recording00 Ratings4.14 Ratings
Quality management00 Ratings5.13 Ratings
Call analytics00 Ratings4.13 Ratings
Historical reporting00 Ratings4.14 Ratings
Live reporting00 Ratings4.14 Ratings
Customer surveys00 Ratings10.02 Ratings
Customer interaction analytics00 Ratings10.02 Ratings
Best Alternatives
Khoros CareVonage Contact Center for Salesforce
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CareVonage Contact Center for Salesforce
Likelihood to Recommend
8.0
(113 ratings)
2.1
(6 ratings)
Likelihood to Renew
7.9
(80 ratings)
-
(0 ratings)
Usability
6.5
(8 ratings)
-
(0 ratings)
Availability
9.0
(2 ratings)
-
(0 ratings)
Performance
9.0
(2 ratings)
-
(0 ratings)
Support Rating
8.1
(10 ratings)
10.0
(1 ratings)
In-Person Training
9.0
(2 ratings)
-
(0 ratings)
Online Training
7.3
(1 ratings)
-
(0 ratings)
Implementation Rating
7.6
(72 ratings)
-
(0 ratings)
Ease of integration
6.4
(1 ratings)
-
(0 ratings)
Product Scalability
8.1
(78 ratings)
-
(0 ratings)
User Testimonials
Khoros CareVonage Contact Center for Salesforce
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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Vonage
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
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Pros
Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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Vonage
  • 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.
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Cons
Khoros (Formerly Spredfast + Lithium)
  • Although there aren't any significant issues with the platform, there might be need for improvement in a few specific areas of the mobile application to increase and facilitate use.
  • The basic monotony of social media, I suppose, but it doesn't really speak poorly of the app.
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Vonage
  • 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
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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Vonage
No answers on this topic
Usability
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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Vonage
No answers on this topic
Reliability and Availability
Khoros (Formerly Spredfast + Lithium)
No issues.
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Vonage
No answers on this topic
Performance
Khoros (Formerly Spredfast + Lithium)
No issues.
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Vonage
No answers on this topic
Support Rating
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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In-Person Training
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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Vonage
No answers on this topic
Implementation Rating
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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Vonage
No answers on this topic
Alternatives Considered
Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
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Vonage
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.
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Scalability
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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Vonage
No answers on this topic
Return on Investment
Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
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Vonage
  • 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
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ScreenShots

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights