Item: Vonage Contact Center for Salesforce
Rating: 8
Author: Emily Sullivan

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 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

Return on Investment

Its standalone functionality allowed us to launch our call center on time while we waited for Salesforce implementation.
Its applet workflow design allows us to operate our hours in a super flexible manner.
Our agents can work from anywhere.

Alternatives Considered

We were extremely particular in our requirements and budget that Contact world was really our only option.

Other Software Used

Citrix NetScaler, FireEye Security Orchestrator, Symantec Endpoint Encryption

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.

Flexible CTI solution

Overall Satisfaction with ContactWorld for Service