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Vonage Contact Center for Salesforce

Vonage Contact Center for Salesforce
Formerly NewVoiceMedia

Overview

What is Vonage Contact Center for Salesforce?

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.

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Recent Reviews

TrustRadius Insights

ContactWorld for Sales and Marketing has become an indispensable solution for a medium-sized contact center, addressing the need for …
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Vonage for the Win

10 out of 10
April 24, 2020
Incentivized
We utilize Vonage Contact Center for Salesforce (formerly New Voice Media) across our sales and support teams. It allows us to transition …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Essentials

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Cloud
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Cloud
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Express

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Cloud
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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.vonage.com/contact…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is Vonage Contact Center for Salesforce?

The vendor presents Vonage contact centers as a solution to transform communications inside and outside an organization. For companies using Salesforce, the Vonage Salesforce contact center solution (formerly NewVoiceMedia) provides full integration for customer and agent experiences. Vonage states their cloud contact center options will suit businesses of any size or need.

Vonage Contact Center for Salesforce Competitors

Vonage Contact Center for Salesforce Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Talkdesk, RingEX, and Five9 are common alternatives for Vonage Contact Center for Salesforce.

Reviewers rate Validate callers highest, with a score of 8.

The most common users of Vonage Contact Center for Salesforce are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(58)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

ContactWorld for Sales and Marketing has become an indispensable solution for a medium-sized contact center, addressing the need for efficient and reliable dialing. Users have praised its ability to seamlessly integrate with Salesforce, replacing a previous platform that struggled with scaling and integration. The integration with Salesforce has been particularly beneficial for the inside sales force, who generate a significant portion of the business through outbound calling. They no longer need to switch between their phone and computer, allowing them to focus on prospecting and closing deals more effectively. Additionally, sales and support teams appreciate the ease with which they can transition between departments, ensuring smooth operations and effective management of quality and compliance.

For a small company focused on client communication, ContactWorld for Salesforce has proven to be an invaluable tool. It facilitates the tracking of client information and enables seamless communication with customers. The sales and marketing department heavily relies on this solution to quickly find and gather information on prospective clients, enabling them to tailor their marketing efforts more effectively. With ContactWorld's comprehensive features, users can easily access all the relevant details they need in order to engage with clients in a more personalized manner. Overall, ContactWorld for Sales and Marketing offers various use cases that empower contact centers and small businesses alike to enhance their efficiency, streamline processes, and improve customer relationships.

Flexible call flow design: Several users have praised the cloud-based, flexible DID set up for its excellent call flow design. They found it easy to configure and manage call routing, allowing for smooth communication processes.

Excellent customer service: Many reviewers have highlighted the excellent customer service provided by the company. They appreciated the support received when needed, emphasizing the helpfulness and responsiveness of the customer service team.

Flexible pricing plans: A number of users mentioned that they appreciated the product's flexible tiers of licenses. This allowed them to find a pricing plan that suited their budget, providing them with options and ensuring they could align their expenses with their needs.

Cons:

  1. Third party implementation does not consider British date format and time zone: Some users have mentioned that the third party implementation of the software does not take into account the British date format and time zone in the U.S. market, leading to potential confusion and inconvenience.
  2. Lack of response from customer support: Several users have expressed frustration with the lack of response they received when reaching out to the company's 800 number listed on their website, indicating a need for improved customer support and communication channels.
  3. Difficult-to-read reports: Users have found the reports generated by the software to be difficult to read, which may hinder their ability to gather insights and make informed decisions based on the data provided.

Attribute Ratings

Reviews

(1-6 of 6)
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Score 2 out of 10
Vetted Review
Verified User
Incentivized
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.
April 24, 2020

Vonage for the Win

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It works great for documenting interactions on cases and opportunities/leads in Salesforce. The reporting functionality is pretty good too if you need to look up calls or do call quality assurance. It probably wouldn't be the best tool if you are not looking to do those things, or for a smaller team - there are probably better suited/priced solutions.
January 23, 2019

Flexible CTI solution

Emily Sullivan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is a great CTI for call center solution if you are going to work with Salesforce. But if you are using ContactWorld standalone, it definitely is not an ideal solution. Quite some features are not supported by the standalone version, such as post-call survey and follow up call reminder, etc.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Simon Whight | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is well suited for any Salesforce deployment. It may be worth considering looking at Salesforce's own Lightning tool if you are looking to adopt a brand new dialling solution where you have not had one to date. This is a brand new development and part of Salesforce's disruptive approach to some previous markets where products for CTI and CPQ etc. were established from other vendors.
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