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Vonage Contact Center reviews

Over Vonage Contact Center

NewVoiceMedia is de toonaangevende leverancier van cloud contactcentersoftware voor Salesforce en biedt wereldwijd 99,999% betrouwbaarheid.

Meer informatie over Vonage Contact Center

Pluspunten:

Easy to program and handle. Great product for the price.

Minpunten:

Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

Beoordelingen van Vonage Contact Center

Gemiddelde score

Gebruiksgemak
4,3
Klantenservice
4,4
Functies
4,3
Prijs-kwaliteitverhouding
4,2

Waarschijnlijkheid van aanbeveling

7,6/10

Vonage Contact Center heeft een totaalscore van 4,3 van 5 sterren op basis van 67 gebruikersreviews op Capterra.

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Reviews filteren (67)

Jesse
Jesse
Support, Operations Manager in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

A great partner

5,0 4 jaar geleden

Opmerkingen: We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

Pluspunten:

The software is stable, easy to use and the support is amazing.

Minpunten:

There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

Sarah
Head of Customer Service in VK
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Level of support & relationship with NVM developed hugely - great centralisation support

4,0 6 jaar geleden

Pluspunten:

The Contactworld software, integrated with our Query Management software was a significant enabler for step change from 10 Customer Service Centres nationwide, to virtual centralisation and latterly to full centralisation. It has allowed us to unlock the capacity we have and optimise resources to give the best possible Service Level to our customers.

Minpunten:

Colleagues with previous experience of other software / telephony systems have found some of the functionality / features to be a bit 'behind'. This was one of the reasons for our recent up-grade to the UCD platform, which should have resolved some issues.

Mike
Mike
Sr Manager People Operations in VS
Geverifieerde LinkedIn-gebruiker
Schoolleiding, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great integration with Salesforce, but, not very user friendly and hard to manage

3,0 2 jaar geleden

Pluspunten:

It can do so much with routing when integrated with Salesforce. Very advanced features that are very useful

Minpunten:

It is not very user friendly and takes a lot of time to implement and make any changes. It's hard to have managers own their own call centers and make any chances without the help of IT

Kaylen
Executive Assistant in VS
Werving en selectie, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Difficult to fix technical issues

4,0 4 jaar geleden

Opmerkingen: The pros outweigh the cons and that is why we continue to use this program.

Pluspunten:

This product can be integrated with salesforce which allows for us to monitor calls and record them. It also allows us to make more calls with the voicemail drop option.

Minpunten:

The software is so advanced that every time a technical issue arises I cannot fix it by myself and always have to reach out to customer support. This process does take some time as they are an international company and there is a time difference. Sometimes what I describe seems to be a problem that they do not understand what I mean and it is difficult to work with customer support. They definitely try to help though so I wouldn't say that their customer service is bad, it's just that the product isn't very user friendly and is more technical so it makes troubleshooting an issue.

Pippa
Knowledge & Training Coordinator in VK
Kleding en mode, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Our go-to call software!

5,0 8 maanden geleden

Pluspunten:

For agents it is very easy to use from day one with no learning curve.It allows calls to be easily taken, answered, transferred and recorded.

Minpunten:

It is sometimes prone to crashing. Whether a call cannot be answered or the information cannot be seen. It can be frustrating to fix when it crashes as you can lose key information.

darya
Sales Manager in Pakistan
Detailhandel, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Amazing call center software

4,0 2 jaar geleden

Opmerkingen: it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves the purpose of desk call centre and as well as a voip number which can be accessible from anywhere even while on the go travelling.

Pluspunten:

the fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.

Minpunten:

The only downside of vonage is the cloud storage for recordings, however paying a additional fee can get you some more storage.

Ryan
Ryan
Membership Account Executive in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

I'm always having to wait on NewVoiceMedia

3,0 5 jaar geleden

Pluspunten:

I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.

Minpunten:

I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.

Jason
Jason
VK
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Expansion of current NVM to a new site

5,0 7 jaar geleden

Opmerkingen: We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.

Pluspunten:

Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.

Minpunten:

Not seen any yet, though it may appear a bit dated visually.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Consumentendiensten, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Perfectly fits our needs

5,0 7 jaar geleden

Pluspunten:

Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.

Minpunten:

Sometimes the website can feel outdated and not laid out in the best format. I feel if a designer was to look at some sections of the site there could be massive improvements made to make things easier and clearer to understand.

Raf
Raf
Business Development Manager in VK
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer
Bron: GetApp

Excellent service

5,0 7 jaar geleden

Opmerkingen: We had a few reporting issues at first which was resolved straight away.

Pluspunten:

It integrated easily to Salesforce and is simple to use. In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.

Greg
Salesforce Product Owner in VK
Fabricage van elektrische/elektronische producten, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Implemented as CTI for former company

4,0 5 jaar geleden

Pluspunten:

When they work the features of NVM work brilliantly. Integrating with the CRM solution picking up the contact details and presenting them to the call centre agent so they can see who is on the call before the customer speaks. Allowing call logging in real time and a set period of cool down between calls so that extra notes and further actions can be undertaken.

Minpunten:

The configuration page can be a little clunky at times. And confusing when designing the initial call flow. Once it's all set up the dashboard is quite basic and reporting was difficult to get too much useful information from for the management.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Terrible Account Management & Support

1,0 6 jaar geleden

Pluspunten:

Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature.

Minpunten:

Really disappointed with the overall experience. Did not receive any onboarding, adoption or ongoing support from their end despite having paid for professional services. Did not even know who our Account Manager was till we decided to cancel the contract. The app runs on obsolete technology. Best to avoid this vendor.

Adonis
Presales Engineer in Filipijnen
Entertainment, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Seamless communication integration!

4,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Mike
Sr. Onboarding Specialist in VS
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Has its moments

4,0 5 jaar geleden

Pluspunten:

It is pretty straight forward and easy for new users to use.

Minpunten:

The requirements to operate the dialer in certain web browsers and settings that need to be made in order for things to work can prove difficult and cause errors from time to time.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Project manager for implementing

3,0 6 jaar geleden

Opmerkingen: Converting all users to 1 phone system

Pluspunten:

Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.

Minpunten:

This is not a good solution for high volume inbound call centers. Tier 1 support is in Poland and they are not proficient in English. Takes a while to get your issues resolved. System lacks some basic functionality that PBX systems have by default.

Kelly
Head of Customer Experience in VK
Facilitaire diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Over promised, under delivered and now recovered into something brilliant!

3,0 7 jaar geleden

Opmerkingen: We were originally miss sold the package details by which we based our decision. The handover at the outset of our account to delivery was terrible because what we wanted hadn't been effectively communicated. HOWEVER, since this time the representative has been on hand to support us and to get the system up to where it should have been originally. the representative has been a huge help and as such we are now achieving the SLA's we missed at the initial go live because of the incorrect routing. The only work remaining to be completed is training of the new system so that the Team Leaders can effectively create agents and skill sets. I am extremely grateful that representative joined our account when he did. I look forward to a long relationship with NVM.

Pluspunten:

Intuition around call prioritising and skill setting

Minpunten:

It has some odd quirks that you need to remember occur and train out so you can avoid them being issues. The wallboard licences drive me insane and i hate having to change the setting to amend the view.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Gezondheid, wellness en fitness, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

good online availability across devices

3,0 5 jaar geleden

Opmerkingen: managing inbound calls across 12 markets in 12 countries

Pluspunten:

i like that it can be used on the web so on any device, as well as integrated into softwares and tools. the contact pad is compact with a good UX

Minpunten:

there can be crashes and downtime on occasion, but the support is good when that happens

Ashley
Account Executive in VS
Ziekenhuis- en gezondheidszorgbranche, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Amazing overall experience.

5,0 6 jaar geleden

Opmerkingen: Super effeicient in daily life!

Pluspunten:

Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.

DAVID
COO in VS
Gezondheid, wellness en fitness, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

CHIEF OPERATING OFFICER

5,0 8 jaar geleden

Opmerkingen: Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.

Pluspunten:

ONSITE IMPLEMENTATION

Minpunten:

COST

Bernard
Cloud Consultant in VS
Telecommunicatie, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Acceptable contact center for smb

3,0 4 jaar geleden

Opmerkingen: I have a client that used it as liked it as their needs were basic

Pluspunten:

It is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services

Minpunten:

It is not ideal for large deployments as it does not have the same availability and scalability as Avaya

Reactie Vonage

4 jaar geleden

Thank you for your review. Please let us know how we can improve where Vonage fell short on the scores you submitted. Please feel free to contact me directly. Kristi Cates Sr. Manager, Field Marketing Vonage

Lisa
Team Leader in VK
Wijn en sterke drank, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

'Great product, great support'

5,0 7 jaar geleden

Opmerkingen: Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!

Puneeth
Sr. Technical Recruter in India
Werving en selectie, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Perfect

5,0 vorig jaar

Opmerkingen: It is the best software of all

Pluspunten:

Mostly I use this Software to call the and do business

Minpunten:

I send less Messages through this Software

Andy
Head of Sales & CS in VK
Horeca, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Great support, great product.

4,0 8 jaar geleden

Opmerkingen: Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.

Pluspunten:

Skill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.

Minpunten:

Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

Sarah
Head of Customer Service in VK
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Customer Service Like Magic

5,0 8 jaar geleden

Opmerkingen: We implemented ContactWorld in 2013 after bringing our multi-lingual customer service in-house from an outsourced contact centres. We had a complicated setup with multi-lingual agents, and MANY different phone numbers to integrate. The setup took very little time, and was wonderfully easy - once the system was set up our contact centre now works like magic. Routing the calls to the agent the customer last spoke to - auto populating their name so we know exactly who we're speaking to. And all without the customers knowing the system is there. We have an IVR, without needing customers to press buttons it's excellent! The only con we found was transferring our current numbers only, if we'd known the issues -we would have just arranged all new telephone numbers. We can also add new agents, new numbers in minutes. The support & team at NVM are wonderful to deal with, always available, helpful and solve problems right away for us. I wouldn't hesitate to recommend this system, which has been integral in our amazing customer service success story - helping us achieve a 95%+ NPS score rating in over 7 countries for 3 years straight.

Gram
IT Manager in
Computersoftware, 501-1.000 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer
Bron: SoftwareAdvice

Not a fully baked solution

3,0 7 jaar geleden

Opmerkingen: The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.

Pluspunten:

Call routing Call quality

Minpunten:

Clunky Very difficult to administer.