Vonage Contact Center

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.

Vonage Contact Center Is Reliable and Easy to Use

The experience I have with Vonage Contact Center is exceptional.

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

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.

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.

I'm always having to wait on NewVoiceMedia

Project manager for implementing

Converting all users to 1 phone system

Excellent service

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

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

Poor service and poor product overall

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

Our go-to call software!

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.

Perfect

It is the best software of all

Difficult to fix technical issues

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

Implemented as CTI for former company

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

Terrible Account Management & Support

Seamless communication integration!

Has its moments

Perfectly fits our needs

Good services for webRTC communication

good online availability across devices

managing inbound calls across 12 markets in 12 countries

Acceptable contact center for smb

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

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.

CHIEF OPERATING OFFICER

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

Amazing overall experience.

Super effeicient in daily life!

'Great product, great support'

Real time visibility, great for statistical reporting. The support from Kyle Hughes has been outstanding!

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.

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.

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.

Business Voip

I like the ease and simplicity of this product. Great product for the price. love that it comes with 2 phones for the price as well.

Very much useful tool for Customer Support

Average tool for CTIs - check other vendors before signing

We did not have a very positive experience with New Voice Media. We faced call connectivity issues from the beginning. The dispositioning of the calls was an issue. We did not get the type of reporting we expected it would give us in Salesforce. Their technical implementation specialist was very difficult to work with. He was not based locally. He also made some personal remarks about the team which was not very professional. Based on my experience, I will not recommend this tool. Sorry! :(

Do your research before investing

If you are in the US, be aware that this is a UK based company. Their product is really robust but administering isnt very easy. The demos looked really good but you should get your hands dirty in the admin side to know that this things isnt as intuitive as you thought. It works well if you have simple flows.

Vonage Contact Center Review

Easy to use and informative

Ease of use, we moved and started to use software on the same day.
All my team were able to master use in a very short period.

We find the software very flexible to fit our business needs, there is always a solution.

We find the software able to perform any task we require, in an every changing business environment both the software and NVM are at hand to resolve our issues. Its good to hear that NVM are integrating more of the reporting side of things into Salesforce so we the end user dont need to extract the data and have to spend many hours filtering the data to get what we want. The account management and technical support are very approachable and always available which is very reassuring when we are faced with technical issues. My only advice would be for NVM to start doing more online training videos or online learning to be able more proficient in using the systems.

Really helpful trainer, explained any and all queries clearly. A huge improvement on current...

Good usability and navigation

I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.

So far so good, we were able to hit all requirements first go. The software is easy to use

Customer Insights, Real Time Reporting

Great Overall Experience

Great overall experience working with everyone at NVM. I was always kept up to date on all stages and everything was explained in a language that I could understand.

Sam worked tireless to ensure we got up and running on our go live date.
Jo was outstanding with her communication and keeping things simple for us

Easy to use system, has worked well since day 1

Great Overall Experience

Excellent experience, working with everyone at NVM, very professional and reliable. I was always kept up to date on all stages and everything was explained in a language that I could understand.

James, was great at helping us sorting out things and ensure we got up and running on our go-live date.

Great Product and extremely helpful delivery and after care from customer support.

Excellent Professional Service

Working in the stock brokering industry, the change and business demand is perpetual.

Solutions need to be instant and problems need to be resolved very quickly.

New Voice Media provide a robust, enthusiastic and energetic service.

Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help.

Having dealt with various vendors over a number of years, NVM stands tall.

From the initial setup, to the on-going support and hand holding, they are very professional and joy to work with.

NVM and FFX Integration

We had a great experience dealing with NVM, Customer support was absolutely helpful and helped us through this Journey, we are now live with more than 4000 calls going through the system through the 1st week.

NVM Review

Overall experience was great, set up and training went smoothly and well within the target time. No real issues along the way

Intrepid Travel Review

Great support from James Doyle when the system was set up and spent time with the team and took on fixing the phones when we had system errors.

Thank you NVM and Russell Healey..

The implementation Engineer (Russell Healey) did an excellent job integrating the NVM solution to our operating and functional requirements for our service desk. Essentially, he became an active member of my team, worked closely with everyone to clearly understand detailed requirements and effectively rolled out the solution on schedule. From day one, we have already seen significant improvements in the quality of services we offer our customers and has made our jobs easier.

Totally changed how we run Customer Services

New Voice Media has had a huge positive impact on the business. The super-high reliability, alongside the in-depth reporting, has kept all aspects of the business happy.