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Description de Vonage Contact Center

NewVoiceMedia est le premier fournisseur de logiciels de centre de contact Cloud pour Salesforce, permettant aux entreprises de vente et de service de connecter instantanément leurs agents aux prospects et aux clients par téléphone, par e-mail et via les réseaux sociaux. NewVoiceMedia propose ContactWorld, une plateforme mondiale de communication sur le Cloud offrant une garantie de disponibilité de la plateforme à 99,999 %.

Qui utilise Vonage Contact Center ?

Ses clients vont des petites entreprises employant seulement quelques personnes aux grosses entreprises et des centres d'appels multisites et multipays gérant des milliers d'agents.

Vonage Contact Center Logiciel - 1
Vonage Contact Center Logiciel - 2
Vonage Contact Center Logiciel - 3
Vonage Contact Center Logiciel - 4

Vonage Contact Center ne vous convainc pas tout à fait ? Comparer avec une alternative populaire

Vonage Contact Center

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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur Vonage Contact Center

Note moyenne

Note globale
4,3
Facilité d'utilisation
4,3
Service client
4,4
Fonctionnalités
4,3
Rapport qualité-prix
4,3

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
59%
4
20%
3
16%
2
3%
1
1%
Jesse
Jesse
Support, Operations Manager (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Alternatives envisagées précédemment :

A great partner

5,0 il y a 5 ans

Commentaires : 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.

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

Paul
Head of Operations (É.-U.)
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Vonage Contact Center Is Reliable and Easy to Use

5,0 il y a 2 mois

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

Avantages :

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

Inconvénients :

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

Mike
Mike
Sr Manager People Operations (É.-U.)
Utilisateur LinkedIn vérifié
Gestion de l'enseignement, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

3,0 il y a 3 ans

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

Amitabh
Technical support engineer (Inde)
Services et technologies de l'information, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Cloud Communication System

5,0 il y a 4 mois

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

Avantages :

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.

Inconvénients :

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

Jason
Jason
R.-U.
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

Expansion of current NVM to a new site

5,0 il y a 8 ans

Commentaires : 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.

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.

Ryan
Ryan
Membership Account Executive (É.-U.)
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

I'm always having to wait on NewVoiceMedia

3,0 il y a 5 ans

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Project manager for implementing

3,0 il y a 7 ans

Commentaires : Converting all users to 1 phone system

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.

Raf
Raf
Business Development Manager (R.-U.)
Utilisateur LinkedIn vérifié
Services financiers, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : GetApp

Excellent service

5,0 il y a 8 ans

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

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.

Angela
Angela
Training Manager (R.-U.)
Utilisateur LinkedIn vérifié
Jeux d’argent et casinos
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

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

5,0 il y a 7 ans

Avantages :

Easy to use

Inconvénients :

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

Nicholas
Senior Accountant (É.-U.)
Utilisateur LinkedIn vérifié
Comptabilité, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Poor service and poor product overall

3,0 il y a 6 ans

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

Avantages :

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

Inconvénients :

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.

Pippa
Knowledge & Training Coordinator (R.-U.)
Mode et vêtements, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Our go-to call software!

5,0 l’année dernière

Avantages :

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.

Inconvénients :

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.

darya
Sales Manager (Pakistan)
Vente au détail, 201–500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Amazing call center software

4,0 il y a 3 ans

Commentaires : 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.

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.

Puneeth
Sr. Technical Recruter (Inde)
Recrutement, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Perfect

5,0 il y a 2 ans

Commentaires : It is the best software of all

Avantages :

Mostly I use this Software to call the and do business

Inconvénients :

I send less Messages through this Software

Kaylen
Executive Assistant (É.-U.)
Recrutement, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Difficult to fix technical issues

4,0 il y a 5 ans

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

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.

Greg
Salesforce Product Owner (R.-U.)
Fabrication électrique/électronique, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : SoftwareAdvice

Implemented as CTI for former company

4,0 il y a 6 ans

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.

Sarah
Head of Customer Service (R.-U.)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

4,0 il y a 7 ans

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

Terrible Account Management & Support

1,0 il y a 7 ans

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.

Adonis
Presales Engineer (Philippines)
Divertissement, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : SoftwareAdvice

Seamless communication integration!

4,0 il y a 7 ans

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.

Mike
Sr. Onboarding Specialist (É.-U.)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Has its moments

4,0 il y a 6 ans

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services aux consommateurs, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : GetApp

Perfectly fits our needs

5,0 il y a 8 ans

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.

Renato
Software developer (Brésil)
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Good services for webRTC communication

5,0 il y a 2 ans

Avantages :

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.

Inconvénients :

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

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Santé, bien-être et fitness, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

good online availability across devices

3,0 il y a 6 ans

Commentaires : managing inbound calls across 12 markets in 12 countries

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

Bernard
Cloud Consultant (É.-U.)
Télécommunications, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Acceptable contact center for smb

3,0 il y a 5 ans

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

Avantages :

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

Inconvénients :

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

Réponse de l'équipe de Vonage

il y a 5 ans

Thank you for your review. Please let us know how we can improve where Vonage fell short on the scores you submitted. Please feel free to contact me directly. Kristi Cates Sr. Manager, Field Marketing Vonage

Kelly
Head of Customer Experience (R.-U.)
Eau/gaz/électricité, 10 000+ employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

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

3,0 il y a 8 ans

Commentaires : 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.

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.

DAVID
COO (É.-U.)
Santé, bien-être et fitness, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

CHIEF OPERATING OFFICER

5,0 il y a 8 ans

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

Avantages :

ONSITE IMPLEMENTATION

Inconvénients :

COST