Vonage Contact Center Reviews and Ratings

Rating: 9.6 out of 10

Score

9.6 out of 10

Community insights

TrustRadius Insights for Vonage Contact Center are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

11 Reviews

Awesome Tool for Calling Texting to USA

Rating: 10 out of 10

Incentivized

July 22, 2025

Use Cases and Deployment Scope

I am using Vonage Contact Center at my current organisation and feels like a wonderful tool to connect our applicant across USA very easily and quickly.

Pros

It has multiple features which includes, group calling, chats, instant texting etc. which gives a best rating to use for.

Cons

Well, it has some texting issue on some USA number where we can not send text that says undelivered.

Likelihood to Recommend

It has multiple features which includes, group calling, chats, instant texting etc. which gives a best rating to use for. I have used other tool as well but found Vonage is the great one.

Varun Pasan

Talent Acquisition Specialist in Human Resources at Pinnacle Technology (201-500 employees)

Vetted Review

2 years of experience

Best Calling Texting Tool for connecting with international peoples easily.

Rating: 10 out of 10

Incentivized

May 19, 2025

Use Cases and Deployment Scope

Vonage is an excellent tool for international calling and texting. I am currently working as a recruiter, and I use it. My current job requires me to work from home, so it is really easy to use, and you can use it anywhere, anytime. It is really helping me to coordinate with candidates easily regarding their application status, onboarding status, etc.

Pros

Again, Vonage is really helpful for me in keeping in touch with my international candidates while working remotely.
I have never seen any connectivity issues or login issues in Vonage, so I would highly recommend buying this product.

Cons

Texting issue - I am experiencing a texting issue where a small number of messages are not being delivered. Out of every 100 texts I send, about 4 or 5 fail to deliver. I am not sure what the cause is, but overall, I am satisfied with the service.

Likelihood to Recommend

Again, Vonage is really helpful for me in keeping in touch with my international candidates while working remotely. I have never seen any connectivity or login issues in Vonage, so I would highly recommend buying this product.

Verified User

Employee in Human Resources (51-200 employees)

Vetted Review

2 years of experience

Awesome app to call text international Candidates

Rating: 10 out of 10

Incentivized

May 5, 2025

Use Cases and Deployment Scope

I have been using Vonage at my current company and its a great tool to calling my candidates in USA even the texting feature is great. Sometimes i do work from home and i have Vonage app installed in my phone. It is very simple app even in the mobile, very easy to use with best features.

Pros

Best app for international calling and texting with very easy to use and great features. You can use it anywhere anytime.

Cons

Well, i do not see any issue so far on Vonage app.

Likelihood to Recommend

Well, i was working from home that is located in Mountain and had an issue with one of my candidates where i had to make a conference with my HR team regarding some payroll issue. Vonage really helped by making a easy call conference while sitting not in the office.

Rashmi Lakhera

Sr Technical Recruiter in Human Resources at Pinnacle Technology (51-200 employees)

Vetted Review

1 year of experience

View profile

Best Software to connecting with United States peoples by Text Call

Rating: 10 out of 10

Incentivized

April 16, 2025

Use Cases and Deployment Scope

It's been 2 years; I am using it on a daily basis to interact with my candidates as well as my clients in the United States. It is really helping us to contact US candidates very easily through Texting & calls without any network issues anytime anywhere even the Vonage Contact Center for Salesforce mobile app is so easy to use.

Pros

Best tool for international calling & texting and have been using on daily basis and interacting almost 100 to 150 US peoples every single day.
It is also helping me to communicate with my internal team for group calling or group chat.

Cons

I would say Texting, as i have faced some issues earlier sending text to some of the US numbers as the text were not delivering.

Likelihood to Recommend

Von Varun Pasan

Sr. Account Manager in Human Resources at Pinnacle Technology (51-200 employees)

Vetted Review

2 years of experience

View profile

Vonage Contact Center and Salesforce - Better Together

Rating: 8 out of 10

Incentivized

January 13, 2025

Use Cases and Deployment Scope

We use Vonage Contact Center for Salesforce for managing cases for external clients.

It allows us to cleanly integrate the call flows and recordings into Salesforce to keep the relevant data organized.

It also helps the agents with logging data to the cases or pulling up records based on the caller ID, thus saving time for the agents.

Pros

Stability/Uptime - we rarely have downtime or issues. Connecting with Vonage Contact Center for Salesforce support is rare.
Integration works well with Salesforce and we can then customize how the data is used within Salesforce.

Cons

The call flow design interface could use some improvements. We can get by, but it is a little messy when the call flows are large.

Likelihood to Recommend

If you house your data in Salesforce for your call center, then this is a great tool to use. Vonage Contact Center for Salesforce has amazing uptime and better support than other phone systems I've used. Vonage Contact Center for Salesforce is always innovating and looking to develop the latest and greatest technologies.

That being said, there are a few things that do seem to be lacking in the advanced features. Maybe we just didn't purchase an add-on that would improve it, but when our organization wants the phone system to do some very advanced and unusual things that most phones systems don't support, Vonage Contact Center for Salesforce is usually in that boat that doesn't support it. Keep in mind that these are unique scenarios, not common requests.

Verified User

Administrator in Information Technology (1001-5000 employees)

Vetted Review

5 years of experience

If you heavily rely on Salesforce and integration with your voice channels, take a look, but better options are out there

Rating: 2 out of 10

Incentivized

June 10, 2021

Use Cases and Deployment Scope

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

Pros

Intricate call routing based on salesforce integration
Analytics that pull into Salesforce

Cons

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

Likelihood to Recommend

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.

Verified User

Manager in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

Vonage for the Win

Rating: 10 out of 10

Incentivized

April 24, 2020

Use Cases and Deployment Scope

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.

Pros

Ease of use with interface.
Chrome extension for convenience.
Reporting.
Reliability.

Cons

Better logic with logging calls automatically.
Easier to manually save call records to an object.

Likelihood to Recommend

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.

Verified User

Technician in Information Technology (11-50 employees)

Vetted Review

3 years of experience

Flexible CTI solution

Rating: 8 out of 10

Incentivized

January 23, 2019

Use Cases and Deployment Scope

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.

Pros

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

Cons

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

Likelihood to Recommend

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.

Emily Sullivan

Database & Evaluation Manager in Information Technology at Wisconsin Women's Health Foundation (11-50 employees)

Vetted Review

1 year of experience

View profile

Account Executive Experience

Rating: 10 out of 10

Incentivized

November 16, 2018

Use Cases and Deployment Scope

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.

Pros

Simple
efficient
easy to use
quick
time saver

Cons

can be down some times

Likelihood to Recommend

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!

Richard Kersten

Corporate Account Executive in Sales at Bectran, Inc. (11-50 employees)

Vetted Review

1 year of experience

View profile

Wowed our Sales team with the ease of use

Rating: 7 out of 10

Incentivized

January 31, 2018

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Verified User

Employee in Marketing (51-200 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

Vonage Contact Center and Salesforce - Better Together

Rating: 8 out of 10

Incentivized

January 13, 2025

Use Cases and Deployment Scope

We use Vonage Contact Center for Salesforce for managing cases for external clients.

It allows us to cleanly integrate the call flows and recordings into Salesforce to keep the relevant data organized.

It also helps the agents with logging data to the cases or pulling up records based on the caller ID, thus saving time for the agents.

Pros

Stability/Uptime - we rarely have downtime or issues. Connecting with Vonage Contact Center for Salesforce support is rare.
Integration works well with Salesforce and we can then customize how the data is used within Salesforce.

Cons

The call flow design interface could use some improvements. We can get by, but it is a little messy when the call flows are large.

Likelihood to Recommend

Verified User

Administrator in Information Technology (1001-5000 employees)

Vetted Review

5 years of experience