Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

Vonage Contact Center (formerly NewVoiceMedia) Overview

What is Vonage Contact Center (formerly NewVoiceMedia)?

Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sales, onboarding, adoption and value realization. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform. Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience. Drive sales and provide world class customer service with the combined power of Vonage Contact Center and Microsoft Dynamics 365. Leverage your investments in Microsoft Dynamics 365 to personalize the customer experience and provide a 360 degree view of the customer journey. The integrated cloud contact center solution enables organizations to drive external and internal customer satisfaction while providing agents exactly what they need to be productive all without leaving the app. With Vonage Contact Center for Microsoft Dynamics 365, you can transform customer experiences into true customer loyalty.

Vonage Contact Center (formerly NewVoiceMedia) Details
Product Description

Fast and easy integration between Salesforce and your contact centre for better sales, marketing and support.


Seller Details
Seller
Vonage
Ownership
NYSE: VG
Company Website
Year Founded
2001
HQ Location
Holmdel, NJ
Total Revenue (USD mm)
$955
Twitter
@Vonage
10,370 Twitter followers
LinkedIn® Page
www.linkedin.com
2,625 employees on LinkedIn®
Show More

Vonage Contact Center (formerly NewVoiceMedia) Videos

Vonage Contact Center (formerly NewVoiceMedia) Screenshots

Answer a few questions to help the Vonage Contact Center (formerly NewVoiceMedia) community
Have you used Vonage Contact Center (formerly NewVoiceMedia) before?
Yes

Vonage Contact Center (formerly NewVoiceMedia) Reviews

Write a Review
Filter reviews
LinkedIn®
Connections
Popular Mentions
Showing 53 Vonage Contact Center (formerly NewVoiceMedia) reviews
Popular Mentions
Showing 53 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Region
Already have Vonage Contact Center (formerly NewVoiceMedia)?
Write a Review
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

You have the flexibility to build your call flow the way it makes best sense for your business. Review collected by and hosted on G2.com.

What do you dislike?

The reporting option inside of Vonage is working okay, If your business is connected to Salesforce, where you have good reporting options. If not connected to salesforce your reporting tools are limited. Vonage is however planning to optimize this area.

The new Dashboard feature has helped a lot in getting a n overview, however if you have +10 accounts, it becomes a large task to monitor in a glance. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to deliver customer calls to specific agents, so that our customers always speaks to the same person or team. Information about what customer usually speaks to what agent is maintained in Salesforce and such information is gathered and used when the customer calls us. This is working very good, especially if agents are located in the office. We also have agents on the road, where we use features that includes calling cell phones. Using cell phones is not always the best experience because you sometimes have to move the call out of the Vonage platform or use web-based tools, as Vonage is lacking a mobile app at the moment. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

From project implementation to their support teams - Very helpful throughout and please with the progress we have made Review collected by and hosted on G2.com.

What do you dislike?

Real Time and Dashboards do not always match which causes confusion - Also the agent states on the dashboard can be confusing as it can show as 'IDLE' which again causes confusion on what state the agent is actually in. As a manager/administrator i am able to see/work it out but it isn't clear for others that have access to our dashboard. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would seriously consider Vonage - They have been instrumental in helping us move into the 21st century with our contact centre. There are still plenty more features and benefits that Vonage can provide and i am looking forward to adding these to our contact centre. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Lots of benefits - We have increased our lead to opportunity conversion and also reduced significantly the time it takes to manage our lead queues. Along with this is the time saved using the voicemail drop button, which helps the agents with a previously laborious repetitive task. Review collected by and hosted on G2.com.

Show More
Show Less
Response from Vonage Support of Vonage Contact Center (formerly NewVoiceMedia)

Thanks for the rating, Dale! Seems like you must have had a pretty good experience with Vonage. We're here to help our customers succeed, and it always makes our day.

*Now* we're talking!

The Vonage Team

Associate Director
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Great flexibility of the system and support from the team.

Allows virtually any setup you might need. Allows changing or upgrading plans as you go along (or grow the organisation). Allows localization which means with one setup you can tackle multiple regions using localized messaging.

Incredibly easy to buy or add new numbers to the existing setup - no matter what location.

Vonage/NVM support and account management is simply fantastic and I feel we are in good hands and my questions/concerns are always addressed. Review collected by and hosted on G2.com.

What do you dislike?

Some options are difficult to manage/set up. Interaction manager could be upgraded to drag and drop for ease of user. Managing users via Salesforce directly instead of a separate admin panel. Certain options could use more polishing as they seem to be (visually outdated). Billing customization would also be a welcomed feature. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Connecting customers with agents, insight into customer behavior. Capturing the data allowing us to understand what customers like, dislike and gather feedback. Allowing agents work from the office and home alike, without any additional hardware or setup (helpful especially during current situation with the pandemic). Enable sales team to work across different locations and use different setups depending on the dynamic needs. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Easy to use and is always a reliable tool. I have never had any problems with Vonage Contact Center (formerly NewVoiceMedia) and I would strongly recommend businesses considering their platform. I find it extremely easy to operate, it's functionality is great, and the whole team have no problems despite everyone within the team using it on a day to day basis. As I have mentioned above, it is an excellent tool and it allows the team to work more productively on a day to day basis. The most helpful thing about Vonage Contact Center is the ease of use, functionality, and how quickly it is to learn how to use the patform. Once the team have become proficient with the platform, there is rarely any issues or problems with the functionality of the platform. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing that I dislike about Vonage Contact Center (formerly NewVoiceMedia). It is an excellent platform and I have absolutely no issues with its functionality and use. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend trialing the platform and see what you think for yourself. As it is a great platform it is definitely worth trialing it and then judging for yourself whether you believe it to be effective with increasing productivity and performance within the team.

What advice do you have for those looking at Vonage Contact Center (formerly NewVoiceMedia)?

The advice for those looking at Vonage Contact Center (formerly NewVoiceMedia) would be to trial the platform and then reflect on whether you believe the platform to be beneficial with increasing productivity and ultimately performance. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

There are a range of problems that Vonage Contact Center (formerly NewVoiceMedia) such as easy calling as well as the logging of calls and being able to listen to calls back again. This allowing increased productively across the team and is therefore improving performance as a result. The auto dialler functionality is another functionality of Vonage Contact Center (formerly NewVoiceMedia) that people are enjoying using and the increased productivity and the benefits that comes as a result of this. Review collected by and hosted on G2.com.

Show More
Show Less
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Changing to a cloud based system just before the global Covid19 pandemic has been an amazing success for us and allowing us to continue operations without a glitch in service. The system has worked without fault since installation, also providing a fully customisable wallboard to suit our KPIs. Support service is 2nd to none, always offering links, training and resolution where suitable. Onboarding experience was seamless, and would highly recommend Vonage. Review collected by and hosted on G2.com.

What do you dislike?

I have no comments in this section, I am really happy with products and service from Vonage. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

No problems we have had. I have reached out to Vonage for help with Salesforce and reports, where information was provided quickly and very informative. Review collected by and hosted on G2.com.

Show More
Show Less
Response from Vonage Support of Vonage Contact Center (formerly NewVoiceMedia)

Wow, that's a lot of stars! We must be doing something right... Thanks for taking the time to rate us, Lorna.

Have a great day,

The Vonage Team

AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The Salesforce integration "contact pad" is a great addition to have when you're call center works in Salesforce. It simplifies a lot and allows us to enable features that improve not only the quality of our business, but also WHAT we can offer.

The support team (salesperson, success managers, and support) are excellent. I forget that their support team is for a telecom company (which, in my experience, are often terrible). These people are excellent! Review collected by and hosted on G2.com.

What do you dislike?

- The design platform (Interaction Architect) is a little odd. It works, but I think it could use an overhaul.

- Some of the admin portal is a little confusing how it works. You get used to it, but there are better admin portals out there that could help give them ideas how to simplify the process.

- Cost is higher than I had hoped. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a very good product. I like their Vonage Business side better, but VCC is good too. Just remember that they are undergoing a lot of changes and upgrades and will need to be patient with some things, but don't let that deter you. Vonage is a well run company and has a lot of things put together. I have confidence in them to move things in the right direction.

Also, things that may break typically get resolved quickly. This is above average for sure in the telecom industry. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've enabled benefits to our clients that we couldn't do with other phone systems. Vonage has allowed us to expand our capabilities and bring our offerings to another level! Review collected by and hosted on G2.com.

Show More
Show Less
Database & Evaluation Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Integration with Salesforce is excellent. It is almost like a native SF app.

Account manager and his customer service is always around the clock whenever you need. Very impressive. Review collected by and hosted on G2.com.

What do you dislike?

This is a British company obviously with market in the US as well. The date format they are using is British way and it really can be confusing sometimes. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Don't call their 800 number on their website. It doesn't seem to be answered. Fill out a contact form and someone will call you back almost right away. Don't let the initial 800 number experience discourage you. The quality of communication is indeed very good! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have a small size call center and were looking for a CTI solution that can work with a) Salesforce; b) allow staff to work remotely. Review collected by and hosted on G2.com.

Show More
Show Less
AP
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Our Customer Success Manager is fantastic, very responsive and knowledgeable, and has worked well with us to ensure that we make the most out of the products available to us. The support team are also quick to respond, effective and very helpful. It's also good that any user within our contact centre can easily raise a ticket and will hear back promptly. There are a wide range of products, all with tangible benefits and our Account Manager has let us know which we would benefit from most, he also has a good understanding of our company and how we use Vonage. Review collected by and hosted on G2.com.

What do you dislike?

It feels like we are sometimes drip fed information rather than knowing everything at the outset of the project. When implementing new products, we have been halfway through the implementation before finding out that there is a dependency or other internal teams need to be involved, which we weren't made aware of from the outset. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Vonage provide a good range of products which will improve your telephony infrastructure. You will build a good rapport with their team who will be able to advise which products are best for you and are effective and knowledgeable at implementing these. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are moving from multiple telcos to just one which gives us greater visibility and control over our phonelines. This has been done by provisioning additional numbers with Vonage. We have also implemented GVA to improve call quality globally, we previously had a significant lag when calls were transferrred to Europe from Asia. Review collected by and hosted on G2.com.

Show More
Show Less
EC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The dialler integrates with sfdc easily and the professional services to get it up and running was really good. Kudos to Russell Healy. Ema Keatly, Mimosa and Craig have done a great job to try to support our use case and agents. The ongoing costs are pretty cheap with $/minutes not too steep. Review collected by and hosted on G2.com.

What do you dislike?

The backend is clunky and the dashboard Is hard to navigate. It needs to be more intuitive and straight forward. The customer support is hit and miss. Account management was initially great. Then we lost the AM who left the company. The next one was poor in response time and showed little to no desire to help us. The new AM we have now is really helpful and goes above and beyond to make sure we get what we need. We have callers who dial lots of countries. Working with the PS team has allowed us to get to the bottom of quality and routing issues improving performance Review collected by and hosted on G2.com.

Recommendations to others considering the product:

As long as you have a good account manager and you have someone who learns the backend then you should be fine. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

International prospecting that is cost effective and integrates with sfdc so that we have reporting and visibility of team productivity. Review collected by and hosted on G2.com.

Show More
Show Less
AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The level of control I have over the Org is VERY useful. I love being able to use tools, such as Real Time to Monitor my team. Review collected by and hosted on G2.com.

What do you dislike?

I wish there was a better view, such as being able to have Dashboard type views while using Real Time. There are similar views, but then I lose some information. An example of this is that Real Time SLA views tend to be off compared to the Dashboard. I can see exact calls in vs answered on the dashboard, but there tends to be a delay on Real Time Review collected by and hosted on G2.com.

Recommendations to others considering the product:

So far, I am loving the road map for future updates, which is aligned to where we are looking to heard towards. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We decided to move towards a skill based routing system, which I find to be one of the most useful ways of routing calls. Although I think is is a great model, I would like more control, such as skilling based on a number scale. I do know that this feature is coming soon, per the last Summer Release Update, but we still don't have that functionality yet. Review collected by and hosted on G2.com.

Show More
Show Less
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Flexible with implementation timeline and support of build Review collected by and hosted on G2.com.

What do you dislike?

some limitations on connections from our business phones/lines to the contact center - the group did work through those and we came up with a solution, but Vonage has not created a clean path from their business phones to NVM yet. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great for an omni channel solution especially if you utilize Salesforce Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Omni channel contact center with integration to Salesforce Review collected by and hosted on G2.com.

Show More
Show Less
Response from Vonage Support of Vonage Contact Center (formerly NewVoiceMedia)

We're glad to hear that you had a good experience with Vonage, James. Giving our customers what they need to succeed is always top of our to-do list!

Have a great day,

The Vonage Team

Senior Manager, Customer Operations
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Our account team at Vonage has a great understanding of our business and our needs. Mark and Danny will reach out when new things become available that will make a positive impact for us. They care about our success and go the extra mile to help up accomplish our goals.

Their support teams are also very knowledgeable. I'm able to get quick answers to basic questions and thorough research completed on my complex issues. The Tier 2 agents ask good questions, up front, to ensure that they're able to research without a lot of initial back and forth. They've also called in a couple of Subject Matter Experts to really hone in on the root cause of an issue, as opposed to just the symptom. They've been a great resource for my internal Enterprise Applications team. Review collected by and hosted on G2.com.

What do you dislike?

Some of their top support resources are not always working US business hours. Responses can be a little delayed. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

VCC is helping us to optimize and automate our IVR. We've been about to solve a number of concerns for keystone accounts by developing solutions with VCC. We've also been able to reduce organizational costs by consolidating multiple systems into VCC.

We've been able to reconfigure our On Call system to leverage components of VCC. This allowed for us to make it exponentially easier to update and manage, as well as remove a costly subscription from our expenses.

We have also work closely with Vonage to write a component that allows us to play specific messaging in the event of a product outage within our organization. This has allowed us to more quickly communicate these types of issues with our customers and increase our call deflection rate. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Integration with salesforce and ease of scalability was great for us since we were a small SaaS company in the beginning. Now that we have grown from less than 50 employees to over 100 in just the past year, scaling with Vonage was super easy. Review collected by and hosted on G2.com.

What do you dislike?

The webrtc addon for chrome is buggy sometimes. this is the only issues that has come up for us, as it was tied to a change they had to account for with google chrome updats Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Just make sure you are open to trying new ways to create your existing workflows in Vonage, there's usually a simpler method they can employ. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Having a CTI tool that works with salesforce and can be customized to allow easy workflows for different teams. Review collected by and hosted on G2.com.

Show More
Show Less
Quality and WFM Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The ease of moving people in and out of queues, the ability to create dashboards, the options to view as much or as little as desired. The ability to change statuses, see how long an agent has been in a status for and the reporting to show what activities were truly occurring. Vonage values the opinions and experiences of current users and that is conveyed with the interactions we are asked to be a part of. Whether it be speaking with a new or potential client or even being part of a panel discussion. Another part of the Vonage experience I like the best and find incredibly important is the relationship the Vonage team has built with us. We have built a strong relationship with our Customer Success Manager, who has been involved every step of the way, and I believe this speaks volumes to their dedication to our success. Review collected by and hosted on G2.com.

What do you dislike?

The website is not mobile friendly and it would be beneficial for when an administrator is on the go or out of office attending to other business needs. Another dislike I have found is when there is a delay or change with how information is sent or communicated with Monet. As part a key part of our Verint Monet team, I heavily rely on the accuracy and continued communication between the two programs so when there is a disconnect, it largely affects what I do. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Have a team surrounding you who will be supportive and active in the decision to implement the change. Take advantage of any opportunity to speak to current users. Dont be afraid to ask questions or speak up for what your needs are or may be in the future state. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to have our contact center agents move in and out of queues to meet our demand and volume has been instrumental in helping us meet our SLA's. Other benefits I have come to find include the relationships we have built with our Vonage team. Their knowledge and experience, along with their dedication and continued communication with our team has helped up reach goals and continue to improve. We have received opportunities to be included in pilot programs that have allowed us to test new features but then the team has helped us successfully implement many of them. Review collected by and hosted on G2.com.

Show More
Show Less
Manager of Sales Development
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

New Voice Media (Vonage Contact Center) integrates with Salesforce which was a huge driver and hard requirement for us when we were evaluating enterprise wide softphones. You can easily transfer calls and drop pre-recorded voicmails. Review collected by and hosted on G2.com.

What do you dislike?

We make a lot of calls through new voice media, typically over 1,000 calls per week in total on the sales side and we run into technical issues constantly. Usually restarting the computer or logging out of salesforce fixes it but can be a pain at times. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use the softphone on the sales side and support side mainly and it allows us to track calls with timestamps and gives us the ability to not use hardware (physical phones) Review collected by and hosted on G2.com.

Show More
Show Less
UE
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Seamless integration with salesforce is easy to use Review collected by and hosted on G2.com.

What do you dislike?

Caller display number not personable and so clients don't always answer Review collected by and hosted on G2.com.

Recommendations to others considering the product:

map out your use cases as it relates to the entire business and be clear on the efficiencies that will be gained Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Sales management - real time tracking of sales users activity.

Business efficiency - quickly contacting our customer database and reporting this Review collected by and hosted on G2.com.

Show More
Show Less
Response from Vonage Support of Vonage Contact Center (formerly NewVoiceMedia)

Thanks for taking the time to write a review. Hearing that we've made you happy gives us a warm feeling inside! We're here to help our customers succeed, and it always makes our day.

Now we're talking!

The Vonage Team

Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The ability to customise to suit your salesforce org. It fits within salesforce seamlessly and becomes part of your business ecosystem. Review collected by and hosted on G2.com.

What do you dislike?

It is one of the more expensive solutions on the market, but the value that it brings is worth the additional outlay. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do your due diligence in the market. If you understand what they all do, you will know the limitations / abilities of NVM in advance of going into scoping. This helps with internal stakeholders. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Ability for the team to listen to their calls, to route incoming calls to the right teams / users & also to increase efficiencies & outputs. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Everything is laid out as expected. Easy to create an IVR and route accordingly.

The WebRTC phone panel works great with Salesforce and can dynamically pop record data as the calls are presented to the agent. Review collected by and hosted on G2.com.

What do you dislike?

To be honest, the platform has been fantastic. There is nothing I would change from the platform side of things. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The platform offers everything you need. Consider the options and pick what works best for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Data integration direct to Salesforce. Simplified our workflow down to one integration point. Call recordings are all managed on the Vonage platform and link directly to a record in Salesforce. Review collected by and hosted on G2.com.

Show More
Show Less
Operations Senior Lead
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

NVM provided an integrated global solution for our telephony needs. Their integration staff were experts and extremely helpful throughout the process. Review collected by and hosted on G2.com.

What do you dislike?

There were some technical limitations that made integrating NVM into our Salesforce a challenge but the team at NVM was able to resolve them with time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Consolidating our phone vendors was a huge priority for us and NVM allowed us to do that globally and across business functions. We have better call quality, better reporting, increased functionality and more insight into the performance of our call centers. Review collected by and hosted on G2.com.

Show More
Show Less
VP & IT Sr. Project Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Seamless integration with Salesforce with a good support team. Review collected by and hosted on G2.com.

What do you dislike?

At times we had complains about voice quality but support was always there to find and point out the problem and cause. We were able to solve the problem with good support. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Seamless integration with Salesforce with lot of value and admin control. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Opening of Salesforce customer page and previous issues raised by clients automatically during client contact. Second benefit we saw in automatic saving of history for audit or quality purpose of interaction. Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The relationship with Vonage is great, they're reliable with support and the account executive relationship is solid Review collected by and hosted on G2.com.

What do you dislike?

The call plan architecture is dated and is difficult to navigate, it feels like it is from the early 2000's, not now Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Ask questions, find its limits and then go beyond them, a system is only as good as its last implementation Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The intelligent routing of customer calls to the appropriate teams and departments, through skill tagging and time-based routers, as well as prioritising call types based on the number dialled and the skill tag identified Review collected by and hosted on G2.com.

Show More
Show Less
Senior Director, Member Services/Operations
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Fast / clear / reliable / easy interface with salesforce Review collected by and hosted on G2.com.

What do you dislike?

Manager portal is a little clunky - really miss the ability to easily tier and prioritize calls to agent by rank and percentage Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The team that built the system out for us was very thorough and patient - layout your goals and they will get you as close as they can Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Effectively managing inbound customer contacts through salesforce Review collected by and hosted on G2.com.

Show More
Show Less
AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The call routing setup is fairly easy and so far stable. It's real call center system Review collected by and hosted on G2.com.

What do you dislike?

The integration with VBC is not there yet. It will be to have VCC and VBC integrated. Hope to see the two systems integrate in the future. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you plan to use it as stand-alone, meaning without Vonage business communications, it's a great system/product. But if you plan to use the Vonage call center with Vonage business communication as an integrated system and have one DID, it's not ready yet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're using it as a call center integrated with salesforce. we're reaching leads fast by creating different kinds of campaigns Review collected by and hosted on G2.com.

Show More
Show Less
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Insightful Dashboards with components such as agents' availabilities and queues traffic really make an impact to Call Center Managers' success. Review collected by and hosted on G2.com.

What do you dislike?

The phone IVR tree on the backend is dated. I understand that this is on their roadmap and I cannot wait to see its transformation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The audio transcription service was a game-changer. With Vonage (formerly NewVoiceMedia) Conversation Analyzer, we can categorize keywords from the transcription and add them to managers' dashboards for further review and/or agents' training. Review collected by and hosted on G2.com.