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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
  • 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
April 24, 2020

Vonage for the Win

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
January 23, 2019

Flexible CTI solution

Emily Sullivan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Simon Whight | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
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