8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100
53 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Nextiva Call Center

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
Arnie Francisco | 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

Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Nextiva Call Center
10.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

Nextiva Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | TrustRadius Reviewer

Cons

Nextiva Call Center

  • Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
  • In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
  • When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.
Arnie Francisco | 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

Nextiva Call Center

Nextiva Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Arnie Francisco | TrustRadius Reviewer

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

Nextiva Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | TrustRadius Reviewer

Return on Investment

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
Anonymous | 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

Nextiva 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

Nextiva Call Center
9.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Support Rating

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

Add comparison