Item: Vonage Contact Center for Salesforce
Rating: 9
Author: Simon Whight

Overall Satisfaction with ContactWorld for Sales and Marketing

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

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.

Alternatives Considered

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.

Other Software Used

Lucidchart, Trello, Teamwork Projects

Likelihood to Recommend

It is well suited for any Salesforce deployment. It may be worth considering looking at Salesforce's own Lightning tool if you are looking to adopt a brand new dialling solution where you have not had one to date. This is a brand new development and part of Salesforce's disruptive approach to some previous markets where products for CTI and CPQ etc. were established from other vendors.

Comments

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