Vonage Contact Center Reviews

Pros

Group chats work really well both internally and externally and the platform comes with so many built-in features that we rarely need to think about using other tools.

Cons

The phone app is simple to download and use which has been really helpful when I'm working remotely without my laptop. In those moments, I can still manage my work and stay connected with internal teams, external contacts and candidates right from my phone.

Pros

Right from the start, it has stood out because of its impressive capabilities. It's simple to use, dependable and has consistently performed well.

Cons

Honestly, I don't have any complaints about it. It has been exceptional throughout my use.

Pros

Getting this up and running was simple and day-to-day use feels simple while still offering secure management. The performance has been excellent and the platform has been very reliable overall. It also connects with ticketing tools without requiring much effort which makes integration a big plus.

Cons

It does feel a bit more expensive than I expected. On top of that, the feature set is somewhat limited and the noise quality could definitely use some improvement.

Pros

Agents can use it without any real learning curve. Taking, answering, transferring and recording calls is very simple which makes daily work much easier.

Cons

At times, it can be prone to crashing. When that happens, calls may not be answered properly or important information may not appear and resolving the issue can be frustrating since key details can end up being lost.

Pros

Most of the time, I use this software for calling and handling business communication.

Cons

I don't use this software much for sending messages.

Pros

Its so simple to operate. The API is simple, the documentation is solid and it covers almost everything needed for real-time video and audio communication. It also gives plenty of flexibility when it comes to building the final video layout.

Cons

it really needs better support for portrait mode. In our case, portrait mode was a key requirement and not having that capability is ultimately why we had to move to another service.

Pros

Running it is pretty simple and it works especially well when you have a team of around 20 to 30 users. For businesses in that size range, it's a really solid option that covers day-to-day needs without stretching the budget too much.

Cons

The one drawback is the cloud storage for recordings. The included amount feels limited although you can pay an extra fee if you need additional storage.

Pros

Once it's connected with Salesforce, the routing capabilities are incredibly powerful. It offers a lot of advanced features and they're genuinely useful for managing calls more effectively.

Cons

it isn't very user-friendly and implementation takes quite a bit of time. Even making changes can be slow and it's difficult for managers to run their own call centers or update things on their own without needing help from IT.

Pros

As a basic solution, it works well and offers excellent customization options for SMS and other features through Nexmo services.

Cons

It's not the best fit for large-scale deployments since its availability and scalability don't match what Avaya offers.

Pros

Connecting this product with Salesforce has been really useful because it lets us track calls and keep recordings all in one place. The voicemail drop feature also helps us get through more calls which has made our outreach more efficient.

Cons

Because the software is very advanced, I usually can't troubleshoot technical issues on my own and end up needing to contact customer support. That process can take a while since they're an international company and the time difference slows things down. There are also times when I explain an issue and it feels like they don't fully understand what I'm referring to which makes support harder to work with. They do make an effort to help so I wouldn't call the customer service bad but the product is not very user-friendly and is technical enough that resolving problems can be difficult.

Pros

Everything has been very stable, the software is simple to use and the support team has been amazing whenever needed.

Cons

A few basic reports are still missing and the Supervisor Dashboard could definitely be improved.

Pros

It mostly runs quietly in the background so I rarely have to think about it during the day. The call transfer function is excellent and switching the number I want to ring is simple. The interface is simple enough to use without any fuss.

Cons

The biggest frustration is how often I'm stuck waiting for it to catch up with Salesforce. Salesforce may load a record in about 4 seconds but it can take another 10 seconds before I'm able to dial. It's also annoying that the NewVoiceMedia window keeps popping up whenever I make a call which really isn't helpful. There should be an option to leave it minimized permanently.

Pros

Getting started with it is pretty simple and new users can pick it up without much trouble.

Cons

That said, the dialer can be tricky because it only works properly with certain web browsers and the required settings adjustments can be frustrating and sometimes lead to errors.

Pros

it runs in the browser so I can use it from pretty much any device. It also connects nicely with other software and tools and the contact pad is compact with a user-friendly layout.

Cons

From time to time, it does crash or have some downtime. When that happens though, the support team is helpful and responds well.

Pros

As a basic phone system, the software did its job well enough when everything was working properly.

Cons

Getting help from support was a nightmare and it took months before they would actually respond and assist us. On top of that, our users ran into constant problems with service and call quality.

Pros

When it is running properly, its features really shine. The CRM integration pulls up the caller's contact details and shows them to the call centre agent before the customer even starts speaking which is really useful. It also supports real-time call logging and gives agents a defined cool-down period between calls, making it easier to add notes and handle any follow-up actions.

Cons

At times, the configuration page feels a bit complex and can be confusing especially when setting up the initial call flow. After everything is configured, the dashboard is fairly basic and the reporting made it hard for management to pull out much genuinely useful information.

Pros

The Salesforce integration was fairly decent and our EU sales team was content using the basic calling functionality it offered.

Cons

The overall experience was very disappointing. Even after paying for professional services, we received no onboarding, no adoption help and no ongoing support at all. We didn't even know who our Account Manager was until we chose to cancel the contract. The app itself feels built on outdated technology and I'd strongly recommend avoiding this vendor.

Pros

Right out of the gate, the Salesforce integration is a plus. Once everything is set up and you get familiar with it, administering the platform is fairly simple. It's also helpful that you can port existing phone numbers into the system.

Cons

For a high-volume inbound call center, this really isn't the right fit. Tier 1 support is based in Poland and the language barrier can make communication difficult. Because of that, resolving issues often takes longer than it should. It also misses some basic functionality that standard PBX systems usually include by default.

Pros

Between international and domestic calling charges, businesses can end up spending far too much just to stay in touch. NewVoiceMedia VOIP helps cut those costs down and makes it simple to reach the right person whenever needed.

Cons

Just like with a traditional phone setup, you still have to invest in telephone units that support an IP system. Adapting to the NewVoiceMedia VOIP process becomes much more simple once the company is already working within that system.

Pros

Moving to it alongside our Query Management system made a huge difference for us. It played a big role in helping us shift from 10 customer service centres across the country to a virtual centralised setup and then eventually to full centralisation. Because of that, we've been able to unlock more of the capacity already within the business and use our resources far more effectively which has helped us deliver the best service levels possible to our customers.

Cons

That said some colleagues who had previously worked with other telephony or software systems felt certain functions and features were a little behind by comparison. That was one of the factors behind our recent upgrade to the UCD platform which should now have addressed some of those issues.