Vonage Contact Center Reviews & Pricing

by Vonage | Founded 2001, Holmdel Township, New Jersey

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Overview Pricing Benefits Reviews Features

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What is Vonage Contact Center?

Industry Specialties: Serves all industries

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.

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User Sentiment

Based on 177 reviews:

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Vonage Contact Center Pricing

Based on our most recent analysis, Vonage Contact Center pricing starts at $20 (Per User, Monthly).

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Starting From: $20
Pricing Model: Per User, Monthly
Free Trial: No

Training Resources

Vonage Contact Center is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Vonage Contact Center:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Vonage Contact Center Benefits and Insights

Why use Vonage Contact Center?

Key differentiators & advantages of Vonage Contact Center

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.

Industry Expertise

Vonage is suitable for all small and big businesses that offer customer support solutions globally.

Vonage Contact Center Reviews

Average customer reviews & user sentiment summary for Vonage Contact Center:

177 reviews

75%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Vonage Contact Center reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

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.

Cons

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.

Researcher's Summary:

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.

Key Features

Vonage Contact Center

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.