If you heavily rely on Salesforce and integration with your voice channels, take a look, but better options are out there
June 10, 2021

If you heavily rely on Salesforce and integration with your voice channels, take a look, but better options are out there

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source

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

We had used Vonage just across a single department that heavily uses Salesforce. They built very deep integration and call routing with this and after initial continuous issues with the product, it did work well for them. But, ultimately it was not very user friendly and hard to manage
  • Intricate call routing based on salesforce integration
  • Analytics that pull into Salesforce
  • They need different levels of licenses so that those users in an organization that dont need heavy phone use, can get a simpler and cheaper option
  • Their Mobile app could use a good amount of work
  • Make the ui more user friendly, its a big chore if someone wants to change their voice mail message
  • It really put a hold on our move off our PBX. Too many issues with the first group, we had to re-evaluate and pick another solution
  • A lot of lost time in employee productivity and not as efficient on their own
  • Did improve inbound calling to the toll free with optimal routing for customers
Also very resource dependant, but, much more omnichannel options and much better UI and user experience. Our one group using Vonage left for these reasons as it gave them more functionality and less of a headache.

Do you think Vonage Contact Center for Salesforce (formerly NewVoiceMedia) delivers good value for the price?

No

Are you happy with Vonage Contact Center for Salesforce (formerly NewVoiceMedia)'s feature set?

No

Did Vonage Contact Center for Salesforce (formerly NewVoiceMedia) live up to sales and marketing promises?

No

Did implementation of Vonage Contact Center for Salesforce (formerly NewVoiceMedia) go as expected?

No

Would you buy Vonage Contact Center for Salesforce (formerly NewVoiceMedia) again?

No

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for.

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Feature Ratings

Agent dashboard
3
Validate callers
8
Outbound response
3
Call forwarding
3
Click-to-call (CTC)
7
Warm transfer
5
Predictive dialing
Not Rated
Interactive voice response
5
REST APIs
8
Call scripts
Not Rated
Call tracking
2
Multichannel integration
Not Rated
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
4
Quality management
5
Call analytics
4
Historical reporting
4
Live reporting
4
Customer surveys
Not Rated
Customer interaction analytics
Not Rated