Vonage Contact Center Erfahrungen

A great partner

Kommentare: 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

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.

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

Difficult to fix technical issues

Kommentare: 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.

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.

Expansion of current NVM to a new site

Kommentare: 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.

CHIEF OPERATING OFFICER

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

Vorteile:

ONSITE IMPLEMENTATION

Nachteile:

COST

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.

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.

Excellent service

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

Vorteile:

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.

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.

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.

Amazing overall experience.

Kommentare: 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.

'Great product, great support'

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

Great support, great product.

Kommentare: 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.

Customer Service Like Magic

Kommentare: 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.

Business Voip

Kommentare: 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.

Vorteile:

Easy to program and handle. Great product for the price.

Nachteile:

The voices can sometimes cut out.

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

Kommentare: 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.

Very much useful tool for Customer Support

Vorteile:

Account Executives are very happy that using this tool they were able to reach out to more number of customers. As it will automatically update the tracking of their call list and it will help them while updating their managers. With very less training Users are able to use this tool.

Nachteile:

We have customize lot of things to support the existing business process. Customer support helped us alot to figure out issues. But it is better to start using it from beginning before the business process becomes complex.

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.

Project manager for implementing

Kommentare: 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.

good online availability across devices

Kommentare: 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

Easy to use and informative

Kommentare: 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.

Vorteile:

Makes our role easier by identifying the brand when a call comes through. The more you use the software the more you pick up.

Nachteile:

Sky board can look a little muddled. Reports required some tweaking but resolved with the help of customer rep.

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

Vorteile:

Where to start? Easy to use interface, with Real Time functions customisable to each Supervisor. Offers large array of information in real time on an agent's activity, call queues and call centre stats.

Nachteile:

Skill Management - you need to filter by Skill then Agent, rather than being able to filter by Agent and view all Skills

Acceptable contact center for smb

Kommentare: 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