Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

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.

Product Website

Seller

Vonage

Discussions

Vonage Contact Center (formerly NewVoiceMedia) Community

Product Description

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

Overview by

Bill Park (EMEA Digital Marketing Manager)

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

View More Pricing Information

Vonage Contact Center (formerly NewVoiceMedia) Integrations

(3)

Verified by Vonage Contact Center (formerly NewVoiceMedia)

Vonage Contact Center (formerly NewVoiceMedia) Media

Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Salesforce

Vonage Contact Center seamlessly integrates with Salesforce for key customer data and insights, empowering your team to deliver personalized connections across every channel

Manage and optimize performance and ROI by helping your team stay on track by providing the data they need, when they need it

Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for ServiceNow

Vonage Contact Center for ServiceNow integrates Vonage’s contact center solution with ServiceNow’s enterprise-level customer service management solutions

With Vonage Contact Center for ServiceNow, agents keep vital customer data at their fingertips without needing to open another app

Vonage Contact Center (formerly NewVoiceMedia) Demo - Vonage Contact Center for Microsoft Dynamics 365

Match inbound and outbound voice interactions with Microsoft Dynamics 365 to cases, contacts, and incidents

Enable your cloud-based contact center to focus on what’s most important, wherever you need to use it

Official Downloads

(4)

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G2 reviews are authentic and verified.

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Scott S.

cpa

Enterprise (> 1000 emp.)

4/6/2018

"NVM"

4.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I really liked the cadence feature and how easy the dialer was. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I didnt like how you had to build custom reports for each rep. Review collected by and hosted on G2.com.

Tom S.

sales rep

Mid-Market (51-1000 emp.)

7/18/2018

"nvw review"

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I really like new voice media because it allows for click to dial from salesforce and knows who is calling by account. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I dont like the fact that the dialer is very slow in lightening salesforce and would freeze from time to time. Review collected by and hosted on G2.com.

Trey T.

Key manager

Restaurants

Enterprise (> 1000 emp.)

7/26/2018

"Good program has kinks"

2/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The fact that all of my contacts information is stored to one place Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Accessing information can become a tedious and daunting task. Sometimes easier to just keep actual business cards in a Rolodex. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

3/27/2018

"Ok for Small and Medium Size Businesses"

2.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The company tries meet your business needs and not just their own. NVM also tries to be proactive in involving you as a customer in product features that will actually be useful. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Customer support needs work. Tier 2 support is classic unhelpful technical team.

Reporting also needs work. Real time has decent features but UI could use work. Reporting on trends over time still needs significant improvement. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

Ok for small businesses but enterprise companies many consider using a more established product. Company is trending in the right direction but some areas at different speeds than others. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

We use ContactWorld for providing international support through a live channel in different languages. We have been able to create boutique call paths and route international customers to support staff that are native speakers easily. Review collected by and hosted on G2.com.

Verified User in Real Estate

Small-Business (50 or fewer emp.)

7/26/2018

"Seamless communication integration!"

2.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Like traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system. Review collected by and hosted on G2.com.

Verified User in Real Estate

Small-Business (50 or fewer emp.)

7/27/2018

"Sales Master"

3.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I do like that it makes going through the process fairly easy-however I have used things that are easier to navigate Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I dislike that sometimes it is difficult to navigate the program, making it more complicated then I feel it needs to be. Review collected by and hosted on G2.com.

Verified User in Internet

Mid-Market (51-1000 emp.)

11/29/2017

"New Voice Media"

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I enjoy the ability to set different statuses when I'm away, in a meeting, or in training. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I dislike some of the tones. Also the need to click answer when dialing out. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

Ensure that there is one employee who is the admin for the software. This will make it so you have one point of contact who knows everything, and not a bunch of folks with little bits of knowledge here and there. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

The ability to transfer between teams and record calls with clients. We also have multiple leves so that customers can be routed to our call center, and clients can be routed to support. Review collected by and hosted on G2.com.

Angel R.

Operations Manager

Mid-Market (51-1000 emp.)

4/17/2018

"New Voice Media for Service Review"

3.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The reporting capabilities within salesforce Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

setting up special days in the IVR setup is difficult Review collected by and hosted on G2.com.

Simon W.

Platform Technical Architect

Mid-Market (51-1000 emp.)

7/28/2017

"One of the SFDC old guard and still performing strongly."

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

What I like about NVM is that is integrated. And we are talking proper integration. Not a faux "you can view our software within SF but it doesn't really interact with it" type of integration too. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Nothing as of yet if I am being honest. Your mileage will always vary as far as your business adopts the tool to best practice. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

They've managed to maintain their #1 position for some time now and it is plain to see why. Make sure you check out their partnership with the Sumo range of motivate products too. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

A much more streamlined and integrated call centre experience. Review collected by and hosted on G2.com.