Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Reviews

53 Ratings
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Score 7.9 out of 100

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Reviews (1-5 of 5)

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Anonymous | TrustRadius Reviewer
April 24, 2020

Vonage for the Win

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Emily Sullivan | TrustRadius Reviewer
January 23, 2019

Flexible CTI solution

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
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Simon Whight | TrustRadius Reviewer
January 25, 2018

One of the most pain free implementations of a product I have had to date.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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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Anonymous | TrustRadius Reviewer
January 31, 2018

Wowed our Sales team with the ease of use

Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Scorecard Summary

Feature Scorecard Summary

Agent dashboard (1)
10
Validate callers (2)
10.0
Outbound response (1)
10
Call forwarding (2)
9.8
Click-to-call (CTC) (3)
9.9
Warm transfer (3)
10.0
Predictive dialing (1)
9
Interactive voice response (2)
9.0
REST APIs (1)
6
Call scripts (1)
8
Call tracking (2)
6.8
Multichannel integration (1)
10
CRM software integration (3)
9.3
Inbound call routing (2)
10.0
Omnichannel inbound routing (2)
10.0
Recording (3)
10.0
Quality management (2)
10.0
Call analytics (2)
10.0
Historical reporting (3)
8.2
Live reporting (3)
8.2
Customer surveys (2)
10.0
Customer interaction analytics (2)
10.0

About Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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.
Categories:  Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Competitors

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Technical Details

Operating Systems: Unspecified
Mobile Application:No