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ContactWorld for Sales and Marketing has become an indispensable solution for a medium-sized contact center, addressing the need for …
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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Pricing
Essentials
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Cloud
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Cloud
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Express
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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
Product Details
- About
- Competitors
- Tech Details
- FAQs
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 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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.
Reviewers rate Validate callers highest, with a score of 8.
The most common users of Vonage Contact Center for Salesforce are from Small Businesses (1-50 employees).
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(57)
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!
- Business Problems Solved
- Pros
- Cons
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:
- 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.
- 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.
- 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
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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
39.230769230769226%
3.9
31.11111111111111%
3.1
N/A
N/A
N/A
N/A
- It really put a hold on our move off our PBX. Too many issues with the first group, we had to re-evaluate and pick another solution
- A lot of lost time in employee productivity and not as efficient on their own
- Did improve inbound calling to the toll free with optimal routing for customers
Also very resource dependant, but, much more omnichannel options and much better UI and user experience. Our one group using Vonage left for these reasons as it gave them more functionality and less of a headache.
April 24, 2020
Vonage for the Win
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.
41.66666666666667%
4.2
100%
10.0
N/A
N/A
N/A
N/A
- Improved call tracking.
- Improved usability/morale.
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.
- 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.
- Noble Systems and Natterbox
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.
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.