Vonage Contact Center Erfahrungen

I am impressed by the amazing capabilities of Vonage Contact Center.
Vonage Contact Center is easy to use and reliable.

I do not dislike Vonage Contact Center at all.
Vonage Contact Center has been exceptional.

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

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

1. Easy installation , usage and secure management.
2. Performance and realibility of product is superb.
3. Ease of integration with any ticketing tool with no much efforts.

1. Little costly than expected.
2. Very limited features are available and noise quality needs to be worked on.

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.

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.

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

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.

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.

Easy to use

Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.

Software was fine to be a basic phone system and software - when it worked.

The support was horrific and it took months to really get NVM to reply and help us. Our users experienced a TON of issues with quality and service.

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.

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.

Mostly I use this Software to call the and do business

I send less Messages through this Software

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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

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.

Easy of use. The API is simple, good documentation. Has almost everything you need for any type of real-time video/audio communication. Flexibility in building the final video layout.

It lacks a better support for portrait mode. To our application, portrait mode is the main goal and the lack of a portrait mode was the reason we had to go to another service

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

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

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

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

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