Flexible CTI solution
Emily Sullivan | TrustRadius Reviewer
January 23, 2019

Flexible CTI solution

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ContactWorld for Service

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Feature Ratings

Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
9
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
5
Multichannel integration
Not Rated
CRM software integration
7
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
2
Live reporting
2
Customer surveys
Not Rated
Customer interaction analytics
Not Rated