Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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 voicemails. Review collected by and hosted on G2.com.

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.

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

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

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.

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.

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.

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.

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.

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.