Home > Call Center Software > Convoso > Convoso vs Vonage Contact Center

Convoso vs Vonage Contact Center

Last Updated: November 18th, 2024

Our analysts compared Convoso vs Vonage Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Convoso is a cloud-based all-in-one call center that facilitates faster lead generation and conversion using different communication channels. It provides dynamic scripting, local caller ID, robust lead management and answering machine detection. It has an AI-driven multi-channel platform that helps generate more leads and results in lesser agent burnout. It’s highly customizable, and users can personalize conversation content.

Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.

$20/User, Monthly

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$20/User, Monthly

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Get a free price quote

Tailored to your specific needs

Small

Medium

Large

Small

Medium

Large

Windows

Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

Chromebook

Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Reduce Costs: Eliminate the money spent on hardware and phones by using softphones. Spend only on a solid internet connection.
Optimize Integration: Integrate with third-party applications to make migration easier. Use the existing PBX system instead of spending money on a different solution.
Increase Productivity: Streamline workloads and adjust to specific tasks. Allow agents to handle more calls and deal with more customers.
Access Effective Reporting Insights: Use intelligent and detailed reports to drive more ROI. Ensure better data performance and provide agents with smarter reporting insights.

Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.

Answering Machine Detection: Employ highly customizable answering machine detection technology that allows agents to spend more time talking with interested customers. Ensure leads instantly connect with an agent to prevent call abandonment.
Caller ID Reputation Management: Obtain information about whether numbers are flagged or blocked by carriers. Swap them with new numbers before KPIs are affected.
Dynamic Scripting: Streamline all agent conversations, direct more lead conversions and reduce agent training duration. Get a personalized customer experience based on CRM data.
Local Caller ID: Contact customers using local numbers to increase the chances of them answering. Select a caller ID name and number for every call. Increase connection rates and widen reach.
Follow the Sun Dialing: Carefully select every lead and contact them at a preferred time when they’re most responsive. Increase response rates and improve sales. Customize dialing schedules for each state.
Workflow Dialing: Call potential customers at ideal times using lead information. Send out scheduled calls to individuals without becoming too predictable. Improve connection rates and program redial leads according to call history and CRM data.
Powerful Reporting Capabilities: Track real-time metrics to increase profits and improve performance. Use the customizable dashboard to schedule reports. Analyze data over a desired period — by the hour, day, week or month.
Multiple Dialing Modes: Employ intelligent algorithms to zero in on agents and dial phone numbers in advance. Employ the power dialer to select contacts automatically right after a previous call ends. Reduce call drop rates and customize every ring. Review important lead information before dialing potential customers.
Robust Lead Management: Identify promising leads and add them to campaigns. Provide agents with lead information for every call. Update lead information and move through the leads automatically. Set criteria for every lead campaign and allow the system to select suitable lead drivers.
Customizable Dashboards: Obtain performance reports and data. Compare the performance of campaigns and individual agents. Utilize data to achieve better call handling times and enhance customer satisfaction. Select the most critical metrics and prioritize them on the dashboard.
Multi Campaign Login: Enable agents to work on multiple campaigns at once. Set up A/B testing to compare various scripts belonging to a single campaign.
Skills Based Routing: Implement an outbound call routing tool to potential leads with best-suited agents for better interaction. Identify agent skills and route leads based on CRM information.

Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
Cell Phone Integration: Get VoIP system functionality on a cell phone.
Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
Voicemail to Email: Receive voicemail recordings directly in an email inbox.
Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
Conference Bridge: Connect up to 30 callers at a go with a single button.
Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
Call Screening: See all incoming call numbers and prioritize answering essential calls.
Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
Call Continuity: Get instant access to automatic call rerouting during an emergency.
Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.

Product Ranking

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#100

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Analyst Rating Summary

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User Sentiment Summary

91%

of users recommend this product

Convoso has a 'excellent' User Satisfaction Rating of 91% when considering 93 user reviews from 4 recognized software review sites.

75%

of users recommend this product

Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.

4.3 (6)

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4.3 (14)

4.0 (55)

4.58 (57)

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4.7 (16)

4.4 (61)

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4.5 (7)

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2.7 (54)

Awards

Synopsis of User Ratings and Reviews

Improved Agent Efficiency: Users found that Convoso's streamlined interface and intelligent call routing helped agents handle more calls efficiently, leading to increased productivity.

Enhanced Reporting and Analytics: Convoso's detailed reporting features provided valuable insights into campaign performance, agent activity, and customer interactions, enabling data-driven decision-making.

Seamless Integrations: Users appreciated Convoso's ability to integrate with other business tools, such as CRM and lead management systems, streamlining workflows and improving data synchronization.

Seamless Integrations: Vonage Contact Center effortlessly integrates with popular CRM and business applications, streamlining workflows and enhancing agent productivity.

Omnichannel Capabilities: Handle customer interactions across multiple channels (voice, email, chat, social media) from a unified platform, providing a seamless experience for both agents and customers.

Advanced Analytics and Reporting: Gain valuable insights into call center performance, agent productivity, and customer satisfaction through robust analytics and reporting tools.

AI-Powered Features: Leverage artificial intelligence to automate tasks, improve call routing, and provide real-time assistance to agents, enhancing efficiency and customer satisfaction.

Scalability and Flexibility: Vonage Contact Center scales seamlessly to meet changing business needs, allowing for easy expansion or contraction of agent capacity as required.

Reporting limitations: Some users have expressed frustration with the platform's reporting features, citing limitations in customization and data visualization options.

Occasional glitches: Despite generally positive reviews about its reliability, some users have reported experiencing occasional glitches or downtime with the platform.

Learning curve: A few users have mentioned that Convoso's numerous features and functionalities can lead to a steeper learning curve for new users.

Limited Customization: Users report that Vonage Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.

Integration Challenges: Some users have experienced difficulties integrating Vonage Contact Center with other business systems, such as CRM and ticketing platforms.

Reliability Issues: Occasional reports of system outages and call quality issues have been noted by users, impacting call center operations.

Pricing Concerns: While Vonage Contact Center offers flexible pricing plans, some users have expressed concerns about the overall cost compared to competitors.

Limited Reporting Capabilities: Users have reported that the reporting capabilities within Vonage Contact Center are not as robust as desired, making it challenging to track and analyze call center performance.

Want to have a convo about solutions for your call center? Convoso users rave about its ease of use, enabling them to manage their call centers more efficiently. One user even reported scaling their call center from 40 to over 100 remote agents in just two years using the platform. Users highlight Convoso's robust outbound dialing capabilities, granular reporting, and DID management as major strengths. They also appreciate the dedicated support team that's committed to their success. However, some users express concerns about the high price tag and desire more advanced gamification features in the agent-facing dashboard. Despite these drawbacks, users generally agree that Convoso is a comprehensive, industry-leading platform for both outbound and inbound call centers. Convoso seems best suited for businesses seeking a robust, all-in-one call center solution, especially those with a large remote workforce. Its strengths lie in its powerful dialing capabilities, detailed reporting, and commitment to customer success. However, businesses on a tight budget or those prioritizing extensive agent gamification features might need to weigh their options carefully.

Vonage Contact Center has received mixed reviews in the past year. Users praise its ease of use, comprehensive features, and reliable performance. They appreciate the intuitive interface, which makes it easy to navigate and manage calls. The software's robust feature set, including call routing, IVR, and CRM integration, allows businesses to tailor their contact center to their specific needs. Additionally, Vonage Contact Center's uptime and call quality are consistently high, ensuring seamless customer interactions. However, some users have expressed concerns about the software's pricing and scalability. Vonage Contact Center can be more expensive than some competing solutions, and its scalability may be limited for larger businesses. Additionally, some users have reported occasional technical glitches and integration issues with third-party applications. Overall, Vonage Contact Center is a solid choice for businesses looking for a user-friendly and feature-rich call center solution. Its strengths in ease of use, comprehensive features, and reliability make it a good option for businesses of all sizes. However, businesses should carefully consider the software's pricing and scalability before making a decision.

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FAQ

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