Avis clients sur Vonage Contact Center

Avantages

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

Inconvénients

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

Alternatives envisagées 

NICE CXone

Pourquoi choisir Vonage Contact Center 

Our previous provider was unstable and had horrible support

Logiciel antérieur 

NICE CXone

Pourquoi passer à Vonage Contact Center

NVM had an easier implementation process and a better interface.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

ONSITE IMPLEMENTATION

Inconvénients

COST

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.

Avantages

Skill management - it's what we've based our whole system around and a great functionality for call distribution. Sure there's much more to come too once we integrate with SalesForce further along the line.

Inconvénients

Call lag is the main issue and can become quite frustrating for our team and our customers. Also the in ability to see on screen when a call is being transferred who is transferring it to you.

Avantages

Easy to program and handle. Great product for the price.

Inconvénients

The voices can sometimes cut out.

Avantages

Intuition around call prioritising and skill setting

Inconvénients

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.

Avantages

Account Executives are very happy that using this tool they were able to reach out to more number of customers. As it will automatically update the tracking of their call list and it will help them while updating their managers. With very less training Users are able to use this tool.

Inconvénients

We have customize lot of things to support the existing business process. Customer support helped us alot to figure out issues. But it is better to start using it from beginning before the business process becomes complex.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

Makes our role easier by identifying the brand when a call comes through.
The more you use the software the more you pick up.

Inconvénients

Sky board can look a little muddled.
Reports required some tweaking but resolved with the help of customer rep.

Avantages

Where to start? Easy to use interface, with Real Time functions customisable to each Supervisor. Offers large array of information in real time on an agent's activity, call queues and call centre stats.

Inconvénients

Skill Management - you need to filter by Skill then Agent, rather than being able to filter by Agent and view all Skills