Vonage Contact Center and Salesforce - Better Together
January 13, 2025

Vonage Contact Center and Salesforce - Better Together

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Vonage Contact Center for Salesforce

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.
  • It has allowed us to improve on our promises and SLAs to external clients, which gives us a leg up on our competition.
  • It saves agents time on creating cases manually and typing in extra data.
It works really well and is clean. Rarely have any issues.
Some of the features were not available in the other contact center systems. The main points we needed were available with Vonage Contact Center for Salesforce.
Some systems were too expensive, though they contained all the features we needed.
Vonage Contact Center for Salesforce is contained within itself and that was a big selling point for me - no 3rd party contact center trying to integrate with our business phone system. This is one reason why they have significantly less issues and support is so much better to work with - because they own all of what they provide us.

Do you think Vonage Contact Center delivers good value for the price?

Yes

Are you happy with Vonage Contact Center's feature set?

Yes

Did Vonage Contact Center live up to sales and marketing promises?

Yes

Did implementation of Vonage Contact Center go as expected?

Yes

Would you buy Vonage Contact Center again?

Yes

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.

Vonage Contact Center Feature Ratings

8.7
Agent dashboard
8
Validate callers
9
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
9
Multichannel integration
7
CRM software integration
9
8.7
Inbound call routing
10
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
9
Call analytics
8
Historical reporting
8
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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