Vonage Contact Center

Score8 out of 10

56 Reviews and Ratings

What is Vonage Contact Center?

Vonage Contact Center (VCC) supports organizations with integrations for Salesforce, ServiceNow, or Microsoft Dynamics. VCC is cloud-based and integrates with CRMs to centralize customer data, and offers omnichannel features.

Categories & Use Cases

Videos

Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.6

Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.6
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.6

Most Frequent Users

Top 3 industries using Vonage Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Information

38.2%

26 installations of 68

#2 most frequent

Professional, Scientific, and Technical Services

16.2%

11 installations of 68

#3 most frequent

Finance and Insurance

7.4%

5 installations of 68

Von Varun Pasan View profile

Sr. Account Manager in Human Resources at Pinnacle Technology (51-200 employees employees)

Use Cases and Deployment Scope

It's been 2 years; I am using it on a daily basis to interact with my candidates as well as my clients in the United States. It is really helping us to contact US candidates very easily through Texting & calls without any network issues anytime anywhere even the Vonage Contact Center for Salesforce mobile app is so easy to use.

Pros

Best tool for international calling & texting and have been using on daily basis and interacting almost 100 to 150 US peoples every single day.
It is also helping me to communicate with my internal team for group calling or group chat.

Cons

I would say Texting, as i have faced some issues earlier sending text to some of the US numbers as the text were not delivering.

Return on Investment

Its more positive impact in terms of communicating with internal & external team and i have heard from the management team that its costing is very less with excellent features.
again, the only negative impact on the texting side, rest everything works well.

Usability

Varun Pasan

Talent Acquisition Specialist in Human Resources at Pinnacle Technology (201-500 employees employees)

Use Cases and Deployment Scope

I am using Vonage Contact Center at my current organisation and feels like a wonderful tool to connect our applicant across USA very easily and quickly.

Pros

It has multiple features which includes, group calling, chats, instant texting etc. which gives a best rating to use for.

Cons

Well, it has some texting issue on some USA number where we can not send text that says undelivered.

Return on Investment

Best tool at lower cost

Usability

Alternatives Considered

Dialpad Connect

Rashmi Lakhera View profile

Sr Technical Recruiter in Human Resources at Pinnacle Technology (51-200 employees employees)

Use Cases and Deployment Scope

I have been using Vonage at my current company and its a great tool to calling my candidates in USA even the texting feature is great. Sometimes i do work from home and i have Vonage app installed in my phone. It is very simple app even in the mobile, very easy to use with best features.

Pros

Best app for international calling and texting with very easy to use and great features. You can use it anywhere anytime.

Cons

Well, i do not see any issue so far on Vonage app.

Return on Investment

I do not see any call recording option while using this app, i believe that would be good if we have features like this.

Usability

Other Software Used

Microsoft Teams, Excel Analyzer

Verified User

Employee in Human Resources (51-200 employees employees)

Use Cases and Deployment Scope

Vonage is an excellent tool for international calling and texting. I am currently working as a recruiter, and I use it. My current job requires me to work from home, so it is really easy to use, and you can use it anywhere, anytime. It is really helping me to coordinate with candidates easily regarding their application status, onboarding status, etc.

Pros

Again, Vonage is really helpful for me in keeping in touch with my international candidates while working remotely.
I have never seen any connectivity issues or login issues in Vonage, so I would highly recommend buying this product.

Cons

Texting issue - I am experiencing a texting issue where a small number of messages are not being delivered. Out of every 100 texts I send, about 4 or 5 fail to deliver. I am not sure what the cause is, but overall, I am satisfied with the service.

Return on Investment

Well, as a recruiter, I am not sure about this. I am just a user of Vonage, which my company gave me to use as part of my job, which is to call US candidates.

Usability

Other Software Used

Beeline Extended Workforce Platform, Microsoft Teams, SAP Fieldglass

Verified User

Administrator in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Vonage Contact Center for Salesforce for managing cases for external clients.
It allows us to cleanly integrate the call flows and recordings into Salesforce to keep the relevant data organized.
It also helps the agents with logging data to the cases or pulling up records based on the caller ID, thus saving time for the agents.

Pros

Stability/Uptime - we rarely have downtime or issues. Connecting with Vonage Contact Center for Salesforce support is rare.
Integration works well with Salesforce and we can then customize how the data is used within Salesforce.

Cons

The call flow design interface could use some improvements. We can get by, but it is a little messy when the call flows are large.

Return on Investment

It has allowed us to improve on our promises and SLAs to external clients, which gives us a leg up on our competition.
It saves agents time on creating cases manually and typing in extra data.

Usability

Alternatives Considered

RingCentral Contact Center, 8x8 Contact Center, Five9 and Genesys Cloud CX

RingEX

Five9

Talkdesk

Vonage Contact Center

What is Vonage Contact Center?

Categories & Use Cases

Videos