Vonage for the Win
April 24, 2020

Vonage for the Win

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

Overall Satisfaction with Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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.
  • Improved call tracking.
  • Improved usability/morale.
I have personally not used their support, but I hear from our admin that it is good.

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

Yes

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

Yes

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

Yes

Did implementation of Vonage Contact Center for Salesforce go as expected?

Yes

Would you buy Vonage Contact Center for Salesforce again?

Yes

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.

Vonage Contact Center for Salesforce Feature Ratings

10.0
Validate callers
10
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
10
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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