Vonage Contact Center

A great partner

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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

Vonage Contact Center Is Reliable and Easy to Use

Commenti: The experience I have with Vonage Contact Center is exceptional.

Aspetti positivi:

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

Aspetti negativi:

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

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

Aspetti positivi:

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

Aspetti negativi:

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

Cloud Communication System

Commenti: Very premium and good cloud contact support, timely updates of incoming calls but need a option of desktop calling as well with mobile calling.

Aspetti positivi:

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.

Aspetti negativi:

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

Expansion of current NVM to a new site

Commenti: 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.

Aspetti positivi:

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

Aspetti negativi:

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

I'm always having to wait on NewVoiceMedia

Aspetti positivi:

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.

Aspetti negativi:

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.

Project manager for implementing

Commenti: Converting all users to 1 phone system

Aspetti positivi:

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

Aspetti negativi:

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.

Excellent service

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

Aspetti positivi:

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.

Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic.

Aspetti positivi:

Easy to use

Aspetti negativi:

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

Poor service and poor product overall

Commenti: In the end, we stropped using the service it was so bad.

Aspetti positivi:

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

Aspetti negativi:

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.

Our go-to call software!

Aspetti positivi:

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.

Aspetti negativi:

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.

Amazing call center software

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Perfect

Commenti: It is the best software of all

Aspetti positivi:

Mostly I use this Software to call the and do business

Aspetti negativi:

I send less Messages through this Software

Difficult to fix technical issues

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

Aspetti positivi:

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.

Aspetti negativi:

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.

Implemented as CTI for former company

Aspetti positivi:

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.

Aspetti negativi:

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.

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

Aspetti positivi:

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.

Aspetti negativi:

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.

Terrible Account Management & Support

Aspetti positivi:

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

Aspetti negativi:

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.

Seamless communication integration!

Aspetti positivi:

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.

Aspetti negativi:

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.

Has its moments

Aspetti positivi:

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

Aspetti negativi:

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.

Perfectly fits our needs

Aspetti positivi:

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

Aspetti negativi:

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.

Good services for webRTC communication

Aspetti positivi:

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.

Aspetti negativi:

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

good online availability across devices

Commenti: managing inbound calls across 12 markets in 12 countries

Aspetti positivi:

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

Aspetti negativi:

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

Acceptable contact center for smb

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

Aspetti positivi:

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

Aspetti negativi:

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

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

Commenti: 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.

Aspetti positivi:

Intuition around call prioritising and skill setting

Aspetti negativi:

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.

CHIEF OPERATING OFFICER

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

Aspetti positivi:

ONSITE IMPLEMENTATION

Aspetti negativi:

COST