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Vonage Contact Center (formerly NewVoiceMedia) description
Vonage Contact Center is a cloud-based contact center software that helps businesses manage customer interactions across voice, chat, and other channels. It offers features like call routing, workforce management, and analytics, and integrates with popular CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365. Vonage Contact Center is designed to help businesses improve customer satisfaction, boost agent productivity, and gain insights from customer interactions. Its focus on seamless integration and a consistent customer experience makes it a popular choice for businesses of all sizes.
Who is Vonage Contact Center (formerly NewVoiceMedia) best for
Vonage Contact Center, a cloud-based solution, seamlessly integrates with Salesforce to empower businesses to efficiently manage customer interactions across various channels. Users praise its robust call routing and helpful customer support. However, some find the interface complex and customization options limited. Best for medium-sized businesses in IT, finance, healthcare, and marketing.
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Best for medium-sized businesses seeking enhanced customer interactions and streamlined workflows.
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Ideal for businesses in IT, finance, healthcare, and marketing requiring robust CRM integrations.
Vonage Contact Center (formerly NewVoiceMedia) features
Supported Vonage Contact Center supports call routing with features like dynamic routing and IVR. |
Supported Vonage Contact Center supports call dispositioning, allowing agents to categorize and track call outcomes. |
Supported Vonage Contact Center supports listening to live calls for training and quality assurance. |
Supported Vonage Contact Center supports queue management and call prioritization based on skills and SLAs. |
Supported Vonage Contact Center offers seamless CRM integrations with platforms like Salesforce and Microsoft Dynamics 365. |
Supported Vonage Contact Center offers advanced reporting and analytics, especially when integrated with Salesforce. |
Vonage Contact Center (formerly NewVoiceMedia) reviews
We've summarised 85 Vonage Contact Center (formerly NewVoiceMedia) reviews (Vonage Contact Center (formerly NewVoiceMedia) G2 reviews) and summarised the main points below.
- Seamless integration with Salesforce, enabling efficient call tracking and management within a unified platform.
- Robust call routing and queue management capabilities, allowing for flexible call distribution and improved agent productivity.
- Excellent customer support, consistently praised for responsiveness and helpfulness in resolving issues.
- Easy implementation process, allowing teams to quickly get up to speed without extensive training.
- Cost-effective cloud-based solution, reducing operational expenses compared to traditional on-premise systems.
- The Vonage Contact Center interface can be complex and difficult to navigate, especially the Interaction Architect tool for designing call flows.
- Limited customization options within the Salesforce integration, making it challenging to tailor features to specific workflows.
- Inconsistent integration between Vonage Business Cloud (VBC) and Vonage Contact Center (VCC), particularly regarding statuses, hard phones, and extension dials/transfers.
- Occasional bugs and freezing issues, especially within the Salesforce integration, sometimes requiring users to reboot their systems.
- Reporting and dashboard features within Vonage Contact Center can be unintuitive and require significant upfront work to be useful.
Vonage Contact Center (formerly NewVoiceMedia) pricing
The commentary is based on 7 reviews from Vonage Contact Center (formerly NewVoiceMedia) G2 reviews.
Vonage Contact Center offers a cost-effective cloud-based solution with some users finding it a cheaper alternative. While some consider the pricing steep, others find it reasonable for the value provided by its robust features and excellent customer support.
See the Vonage Contact Center (formerly NewVoiceMedia) pricing page.
Vonage Contact Center (formerly NewVoiceMedia) alternatives
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Vonage Contact Center (formerly NewVoiceMedia) FAQ
Vonage Contact Center (formerly NewVoiceMedia) is a cloud-based contact center solution that helps businesses manage customer interactions across multiple channels. It offers features such as call routing, workforce management, analytics, and CRM integrations, enabling improved customer satisfaction and agent productivity. It's a popular choice for businesses seeking a scalable and integrated platform.
What is Vonage Contact Center (formerly NewVoiceMedia) and what does Vonage Contact Center (formerly NewVoiceMedia) do?
Vonage Contact Center (formerly NewVoiceMedia) is a cloud-based contact center solution that helps businesses manage customer interactions across multiple channels. It offers features such as call routing, workforce management, analytics, and CRM integrations, enabling improved customer satisfaction and agent productivity. It's a popular choice for businesses seeking a scalable and integrated platform.
Vonage Contact Center integrates with popular CRM platforms like Salesforce, Microsoft Dynamics 365, and ServiceNow. This allows for a streamlined workflow, enabling agents to access customer data, track interactions, and manage communications efficiently from a central hub.
How does Vonage Contact Center (formerly NewVoiceMedia) integrate with other tools?
Vonage Contact Center integrates with popular CRM platforms like Salesforce, Microsoft Dynamics 365, and ServiceNow. This allows for a streamlined workflow, enabling agents to access customer data, track interactions, and manage communications efficiently from a central hub.
Top alternatives to Vonage Contact Center include Dialpad, Zoom Contact Center, and Nextiva. These competitors offer similar features such as call routing, analytics, and CRM integrations, often with a focus on AI-powered enhancements for improved customer experience and agent productivity.
What the main competitors of Vonage Contact Center (formerly NewVoiceMedia)?
Top alternatives to Vonage Contact Center include Dialpad, Zoom Contact Center, and Nextiva. These competitors offer similar features such as call routing, analytics, and CRM integrations, often with a focus on AI-powered enhancements for improved customer experience and agent productivity.
Yes, Vonage Contact Center (formerly NewVoiceMedia) is a legitimate cloud-based contact center solution. It offers robust features like call routing, analytics, and CRM integrations, particularly with Salesforce. Users praise its seamless Salesforce integration and robust call management.
Is Vonage Contact Center (formerly NewVoiceMedia) legit?
Yes, Vonage Contact Center (formerly NewVoiceMedia) is a legitimate cloud-based contact center solution. It offers robust features like call routing, analytics, and CRM integrations, particularly with Salesforce. Users praise its seamless Salesforce integration and robust call management.
Vonage Contact Center does not publicly disclose pricing information. Contact their sales team for a customized quote based on your specific business needs and desired features.
How much does Vonage Contact Center (formerly NewVoiceMedia) cost?
Vonage Contact Center does not publicly disclose pricing information. Contact their sales team for a customized quote based on your specific business needs and desired features.
Vonage Contact Center's customer service receives positive feedback. Users highlight the responsive and helpful support team, quick issue resolution, and valuable assistance during implementation. While some mention longer wait times, the overall sentiment towards customer service is favorable.
Is Vonage Contact Center (formerly NewVoiceMedia) customer service good?
Vonage Contact Center's customer service receives positive feedback. Users highlight the responsive and helpful support team, quick issue resolution, and valuable assistance during implementation. While some mention longer wait times, the overall sentiment towards customer service is favorable.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.
An AI tool that observes your work, finds inefficiencies, and suggests smarter ways to do things. Maybe you can use your tools better, automate tasks, or switch software.