Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

It's ease to use, it's efficiency and all features as we have installed in Salesforce so that sales reps use nvm to bring the business as they can call the partners for pitching the deals and same can be tracked within Salesforce and NVM Review collected by and hosted on G2.com.

Nothing to dislike, all features are amazing to use Review collected by and hosted on G2.com.

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.

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.

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

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.

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.

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 Certain options could use more polishing as they seem to be (visually outdated).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.

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, its 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 platform. 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.

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.

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.

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.

The Salesforce integration "contact pad" is a great addition to have when your 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.

- 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.

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.

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.

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.

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.

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.

The backend is clunky and the dashboard Is hard to navigate. It needs to be more intuitive and straightforward. 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.