Vonage Contact Center (Formerly NewVoiceMedia)

Vonage Contact Center (Formerly NewVoiceMedia)

by NewVoiceMedia

Who Uses Vonage Contact Center (Formerly NewVoiceMedia)?

Our customers include small businesses through to large corporations with multi-site, contact centers with thousands of agents. Our product was designed for Salesforce.com Service & Sales Clouds.

What Is Vonage Contact Center (Formerly NewVoiceMedia)?

NewVoiceMedia is the leading provider of cloud contact center software for Salesforce, giving sales & service organizations the ability to instantly connect their agents to prospects and customers over the phone, through email, and via social channels. NewVoiceMedia for Service is for Contact Centers using Service Cloud. NewVoiceMedia for Sales is for Inside Sales teams using Sales Cloud. NewVoiceMedia is a global cloud communications platform with guaranteed 99.999 percent platform availability

Vonage Contact Center (Formerly NewVoiceMedia) Details

NewVoiceMedia

http://www.newvoicemedia.com

Founded 1992

Vonage Contact Center (Formerly NewVoiceMedia) Pricing Overview

Vonage Contact Center (Formerly NewVoiceMedia) does not have a free version and does not offer a free trial.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Vonage Contact Center (Formerly NewVoiceMedia) Features

Call Centre Software
Blended Call Centre
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Centre
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Centre
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Agent Interface
Auto Dialer
Automated Routing
Chatbot
Collaboration Tools
Computer Telephony Integration
Interactive Voice Response (IVR)
Quality Management
Queue Management
Reporting/Analytics
Workforce Management
Analytics
Customer Segmentation
Dashboard
Knowledge Management
Multi-Channel Data Collection
Negative Feedback Management
Predictive Analytics
Sentiment Analysis
Survey/Poll Management
Text Analysis
Alerts / Escalation
Appointment Management
Call Centre Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Call Centre
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customisation
Voice Mail
Auto-Dialing
Call List Management
Call Recording
Campaign Management
Dashboard
Data Management
Lead Capture
Lead Distribution
Lead Scoring
Performance Management
Auto Dialer
Call Centre Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Predictive Dialer
Reporting/Analytics
Telemarketing Management
VoIP

Vonage Contact Center (Formerly NewVoiceMedia) Reviews for UK Users

Showing 5 of 60 reviews

Overall
4.4/5
Ease of Use
4.4/5
Customer Service
4.5/5
Features
4.4/5
Value for Money
4.3/5
Jesse J.
Support, Operations Manager
Computer Software, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 11/11/2019

"A great partner"

Comments: 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.

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

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

  • Reviewer Source 
  • Reviewed on 11/11/2019
Sarah R.
Head of Customer Service
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 20/12/2017

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 20/12/2017
Ryan S.
Membership Account Executive
Computer Software, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    2/5
  • Features & Functionality
    4/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 12/09/2019

"I'm always having to wait on NewVoiceMedia"

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 12/09/2019
Kaylen C.
Executive Assistant
Staffing & Recruiting, 13-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    4/5
  • Ease of Use
    2/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 12/12/2019

"Difficult to fix technical issues"

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 12/12/2019
Greg B.
Salesforce Product Owner
Electrical/Electronic Manufacturing, 5,001-10,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 04/12/2018

"Implemented as CTI for former company"

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 04/12/2018