Nutzerbewertungen im Überblick
Über Vonage Contact Center
Die enge Integration von NewVoiceMedia in Salesforce spiegelt sich im Fünf-Sterne-Rating von AppExchange und in der großen Anzahl positiver Bewertungen wider. Zur Bereitstellung optimaler Kundenerlebnisse ist die Lösung so...
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- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
A great partner
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.
Vorteile
The software is stable, easy to use and the support is amazing.
Nachteile
There are a few basic reports that they are lacking and they need a better Supervisor Dashboard
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Level of support & relationship with NVM developed hugely - great centralisation support
Vorteile
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.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 5’001–10’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Cloud Communication System
Very premium and good cloud contact support, timely updates of incoming calls but need a option of desktop calling as well with mobile calling.
Vorteile
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.
Nachteile
1. Little costly than expected.
2. Very limited features are available and noise quality needs to be worked on.
Die besten Alternativen zu Vonage Contact Center
- Branche: Bildungsmanagement
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great integration with Salesforce, but, not very user friendly and hard to manage
Vorteile
It can do so much with routing when integrated with Salesforce. Very advanced features that are very useful
Nachteile
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
- Branche: Bekleidung & Mode
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Our go-to call software!
Vorteile
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.
Nachteile
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.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
I'm always having to wait on NewVoiceMedia
Vorteile
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.
Nachteile
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.
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Expansion of current NVM to a new site
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.
Vorteile
Fast implementation
Great Support
Great training and a wealth of documentation online
Customizable
Easy to use and administer
Constantly being developed.
Nachteile
Not seen any yet, though it may appear a bit dated visually.
- Unternehmensgröße: 501–1’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Project manager for implementing
Converting all users to 1 phone system
Vorteile
Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.
Nachteile
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.
- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Amazing overall experience.
Super effeicient in daily life!
Vorteile
Newvoice media has allowed us to regulate our call center. It has allowed us to offer top notch service.
- Branche: Verbraucherdienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Perfectly fits our needs
Vorteile
Great Support that is always attentive and is intent on resolving your issue and ensuring you are satisfied.
Nachteile
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.
- Branche: Personalbeschaffung & -besetzung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Difficult to fix technical issues
The pros outweigh the cons and that is why we continue to use this program.
Vorteile
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.
Nachteile
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.
- Branche: Einzelhandel
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Amazing call center software
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.
Vorteile
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.
Nachteile
The only downside of vonage is the cloud storage for recordings, however paying a additional fee can get you some more storage.
- Branche: Elektrische/elektronische Fertigung
- Unternehmensgröße: 5’001–10’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Implemented as CTI for former company
Vorteile
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.
Nachteile
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.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Terrible Account Management & Support
Vorteile
Fairly okay salesforce integration. EU sales team using it was satisfied with using its bare bone calling feature.
Nachteile
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.
- Branche: Unterhaltung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Seamless communication integration!
Vorteile
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.
Nachteile
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Has its moments
Vorteile
It is pretty straight forward and easy for new users to use.
Nachteile
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.
- Branche: Hausmeisterservice
- Unternehmensgröße: 10’000+ Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Over promised, under delivered and now recovered into something brilliant!
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.
Vorteile
Intuition around call prioritising and skill setting
Nachteile
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.
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 501–1’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
good online availability across devices
managing inbound calls across 12 markets in 12 countries
Vorteile
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
Nachteile
there can be crashes and downtime on occasion, but the support is good when that happens
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
CHIEF OPERATING OFFICER
Great on site implementation team. Totally customization IVR solution, call recording, etc. Excellent customer service. A real partner.
Vorteile
ONSITE IMPLEMENTATION
Nachteile
COST
- Branche: Telekommunikation
- Unternehmensgröße: 2–10 Mitarbeiter
- Weitere für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Acceptable contact center for smb
I have a client that used it as liked it as their needs were basic
Vorteile
It is a good basic solution and has terrific customization capabilities for SMS and other functions with Nexmo services
Nachteile
It is not ideal for large deployments as it does not have the same availability and scalability as Avaya
Antwort von Vonage
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
- Branche: Wein und Spirituosen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
'Great product, great support'
Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!
- Branche: Personalbeschaffung & -besetzung
- Unternehmensgröße: 1’001–5’000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Perfect
It is the best software of all
Vorteile
Mostly I use this Software to call the and do business
Nachteile
I send less Messages through this Software
- Branche: Gastgewerbe
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Great support, great product.
Design, build and rollout was excellent. Worth putting the time in to really get to know the software and its capabilities with our PS James during the design phase. NVM really are an excellent company to deal with which makes the whole experience of setting up much less stressful. Friendly, punctual, efficient and professional. Doesn't stop at go live either; their continued support has been excellent.
Vorteile
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.
Nachteile
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.
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Quelle der Bewertung
Customer Service Like Magic
We implemented ContactWorld in 2013 after bringing our multi-lingual customer service in-house from an outsourced contact centres.
We had a complicated setup with multi-lingual agents, and MANY different phone numbers to integrate. The setup took very little time, and was wonderfully easy - once the system was set up our contact centre now works like magic.
Routing the calls to the agent the customer last spoke to - auto populating their name so we know exactly who we're speaking to. And all without the customers knowing the system is there. We have an IVR, without needing customers to press buttons it's excellent! The only con we found was transferring our current numbers only, if we'd known the issues -we would have just arranged all new telephone numbers.
We can also add new agents, new numbers in minutes.
The support & team at NVM are wonderful to deal with, always available, helpful and solve problems right away for us.
I wouldn't hesitate to recommend this system, which has been integral in our amazing customer service success story - helping us achieve a 95%+ NPS score rating in over 7 countries for 3 years straight.
- Branche: Computer-Software
- Unternehmensgröße: 501–1’000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Not a fully baked solution
The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.
Vorteile
Call routing
Call quality
Nachteile
Clunky
Very difficult to administer.