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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, RingCentral MVP, 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

(57)
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Attribute Ratings

Reviews

(1-6 of 6)
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Score 2 out of 10
Vetted Review
Verified User
Incentivized
We had used Vonage just across a single department that heavily uses Salesforce. They built very deep integration and call routing with this and after initial continuous issues with the product, it did work well for them. But, ultimately it was not very user friendly and hard to manage
  • Intricate call routing based on salesforce integration
  • Analytics that pull into Salesforce
  • They need different levels of licenses so that those users in an organization that dont need heavy phone use, can get a simpler and cheaper option
  • Their Mobile app could use a good amount of work
  • Make the ui more user friendly, its a big chore if someone wants to change their voice mail message
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
We utilize Vonage Contact Center for Salesforce (formerly New Voice Media) across our sales and support teams. It allows us to transition between departments easily, and it makes it so we can effectively manage quality and compliance.
  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
  • Better logic with logging calls automatically.
  • Easier to manually save call records to an object.
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
We were looking for a CTI solution for a resource call center we are setting up. A few project requirements, such as integration with Salesforce and allowing agents to work remotely with a flexible DID setup, led us to ContactWorld.
  • Cloud-based, flexible DID set up, and works with Salesforce
  • Easy call flow design
  • Excellent customer service
  • Flexible tiers of licenses that work for our budget
  • 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
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.
Richard Kersten | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Currently was being used by our inside sales force. 85 % of our business is generated through outbound calling (cold calls) and having it link into salesforce is huge! This eliminates the back and forth of going to the phone from your computer. Overall saving our sales force valuable time that is being spent towards other company objectives. The simplicity is great.
  • Simple
  • efficient
  • easy to use
  • quick
  • time saver
  • can be down some times
Well suited for sales teams that are cold calling or using the phones heavily. It is very simple and easy to use. Will save the sales team precious minutes. Having a one stop shop for a sales force when calling is huge!
Score 7 out of 10
Vetted Review
Verified User
Incentivized
My company is using ContactWorld for Salesforce to help keep track of all our clients' information. Since we are such a small company, everyone in the office has the ability to log onto Salesforce and use ContactWorld to help better their department whenever they need to contact customers or understand our target demographic. The main department who uses ContactWorld the most is definitely the sales and marketing department. With these two departments, the teams are able to quickly and easily find contacts for industries we're looking for and find the necessary information on these prospective clients in order for us to market to them and have a stronger engagement rate.
  • 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.
  • It would be nice to have a groups area in ContactWorld, where we can put specific people into certain groups, similar to folders on a desktop.
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
The NewVoiceMedia ContactWorld for Sales and Marketing solution was brought in to provide an efficient and reliable dialing solution for a medium-sized contact centre. It is being used by the entire contact centre now and was brought in to replace a platform that was exhibiting an inability to scale or integrate satisfactorily with Salesforce.
  • For a mature app on Salesforce, it is refreshingly free of baggage.
  • They've got some good key partnerships with some other app providers, namely Sumo - who provide gamification and videoboarding.
  • A much lighter and easier to configure product than our previous one.
  • It does create a lot of records as part of its process. If you face data limit struggles, you should perform a risk analysis on the average amount of records created per month.
  • While it is integrated well in some respects, I don't like the way notes embed as visualforce elements on the Task. This stuff needs to be at the fingertip for agents on the phone, not a click away.
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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