Vonage Contact Center (formerly NewVoiceMedia) Features
What are the features of Vonage Contact Center (formerly NewVoiceMedia)?
Phone Number Management
- Port Existing Numbers
Calling
- Record Calls
- Generate Location
- Call Types
- Click-to-Call
Contacts
- Personalization
- Information Locater
Insights
- Notes
- Daily Summary
- Automated Voicemails
Channels
- Voice
Functions
- Session Routing
- Session Queuing
Administrative
- Administrator Access
- Reporting & Dashboards
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Vonage Contact Center (formerly NewVoiceMedia) Categories on G2
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Competition
Competition Templates | Offers templates or examples of commonly used competition structures. | Not enough data | |
Custom Competitions | Allows administrator to create custom competitions based on KPIs specific to the team to which the competition is assigned. | Not enough data | |
Team Competitions | See feature definition | Set up competitions between groups of employees as opposed to competitions between individuals. | Not enough data |
Simultaneous Competitions | Able to have multiple leaderboards and metrics running simultaneously for different groups of users. | Not enough data | |
Competition Adjustments | Easily modify leaderboards and goal metrics to support adjustments on how to motivate users. | Not enough data | |
Awards and Incentives | Provides sales teams with a list of rewards they can choose from based on high performance | Not enough data |
Employee Features
User Profiles | Provides each employee with a user profile for personal statistics and progress. | Not enough data | |
Notifications | Alerts employees with competition-related news such as launches, leaderboard updates, reports, etc. | Not enough data | |
Mobile | Mobile app or mobile optimized website allows participants to easily view scores on the go. | Not enough data |
Integrations
CRM Integration | Integration with CRM software to access necessary metrics for the competition. | Not enough data | |
Social Collaboration Integration | Integration with social collaboration tools to allow employees to communicate about the competition and earn recognition. | Not enough data |
Platform
Reporting | Displays standard reports at the end of each competition showing overall employee performance. | Not enough data | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Enterprise Scalability | Provides features to allow scaling for large organizations. | Not enough data | |
Data Import & Export Tools | Ability to input, modify and extract data from the application in bulk through a structured file. | Not enough data | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. | Not enough data | |
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Phone Number Management
Local Phone Numbers | Generate phone numbers native to a target location 23 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 85% (Based on 23 reviews) | |
Toll-Free Numbers | Based on 25 Vonage Contact Center (formerly NewVoiceMedia) reviews. Create toll free numbers for tracking purposes | 85% (Based on 25 reviews) | |
Port Existing Numbers | As reported in 27 Vonage Contact Center (formerly NewVoiceMedia) reviews. Transfer existing numbers into the call tracking system | 85% (Based on 27 reviews) |
Tracking
Visitor & Keyword Tracking | Record which campaigns and landing pages are converting into phone calls 16 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 83% (Based on 16 reviews) | |
Dynamic Number Insertion | Based on 17 Vonage Contact Center (formerly NewVoiceMedia) reviews. Assign a unique tracking number to each visitor | 80% (Based on 17 reviews) | |
Multi-Channel Call Attribution | Decipher which marketing channels are converting and most effective 18 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 88% (Based on 18 reviews) |
Call Routing
IVR | Based on 24 Vonage Contact Center (formerly NewVoiceMedia) reviews. Direct a phone call without the need for a human representative, but instead a voice responder | 85% (Based on 24 reviews) | |
Call Scheduling | Based on 21 Vonage Contact Center (formerly NewVoiceMedia) reviews. Route calls based on the time of the day to reach the proper representative | 85% (Based on 21 reviews) | |
Geo-Routing | As reported in 19 Vonage Contact Center (formerly NewVoiceMedia) reviews. Route calls based on location to reach the proper representative | 83% (Based on 19 reviews) |
Analytics
Call Data | Provide the representative with caller data upon receiving a phone call This feature was mentioned in 25 Vonage Contact Center (formerly NewVoiceMedia) reviews. | 91% (Based on 25 reviews) | |
Call Recording | As reported in 26 Vonage Contact Center (formerly NewVoiceMedia) reviews. Offer the ability to capture and replay a conversation for further information | 90% (Based on 26 reviews) | |
Advanced Reporting | Prepare detailed reports regarding call data by source, keyword, or landing page This feature was mentioned in 22 Vonage Contact Center (formerly NewVoiceMedia) reviews. | 87% (Based on 22 reviews) | |
Conversation Intelligence | Uses machine learning to analyze conversations and optimize call performance 17 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 82% (Based on 17 reviews) |
Calling
Record Calls | Based on 37 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Records calls for future reference. | 87% (Based on 37 reviews) | |
Generate Location | Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Generates an area code local to where the user is calling to increase likelihood of pick-up. | 82% (Based on 28 reviews) | |
Call Types | Based on 32 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | 86% (Based on 32 reviews) | |
Click-to-Call | Based on 38 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Gathers contacts from integrated tools, allowing users to call with one click. | 89% (Based on 38 reviews) |
Contacts
Personalization | Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Retains a log of extraneous contact information such as timezone and contact engagement. | 82% (Based on 29 reviews) | |
Information Locater | Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Finds and opens saved contact information for reference at the time of a new call. | 83% (Based on 28 reviews) | |
Record Prospect Data | Based on 26 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to denote which contacts they believe are prospective customers. | 86% (Based on 26 reviews) |
Insights
Notes | Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows users to take notes during or after the call for future reference. | 80% (Based on 29 reviews) | |
Daily Summary | Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Delivers users a daily summary of activity. | 82% (Based on 31 reviews) | |
Automated Voicemails | Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Sends automated voicemails to prospective clients who fail to answer. | 86% (Based on 29 reviews) | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. This feature was mentioned in 25 Vonage Contact Center (formerly NewVoiceMedia) reviews. | 81% (Based on 25 reviews) | |
Sorts Prospects | Based on 24 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Organizes contacts based on probability of success. | 83% (Based on 24 reviews) |
Dialing Options
Preview Dialing | Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins. | 81% (Based on 12 reviews) | |
Progressive Dialing | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | 82% (Based on 10 reviews) | |
Predictive Dialer | Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Uses an algorithim to predictive when an operator will be available to handle their next call. | 79% (Based on 11 reviews) |
Agent Tools
Omnichannel | Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Ensures that the caller experience is seamless across their entire call. | 83% (Based on 11 reviews) | |
Whisper Coaching | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time. | 85% (Based on 10 reviews) | |
Callback Scheduling | Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves. | 82% (Based on 11 reviews) | |
Call Recording | Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 88% (Based on 12 reviews) |
Automation
Voice Activity Detection | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine. | 80% (Based on 10 reviews) | |
Voice Broadcast | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Presents a prerecorded audio message when the call is answered. | 77% (Based on 10 reviews) | |
Interactive Voice Response (IVR) | Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 80% (Based on 11 reviews) | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. 10 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 83% (Based on 10 reviews) | |
API / Integrations | Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 82% (Based on 12 reviews) |
Text Messaging
Bulk SMS | Enables users to send mass text message campaigns | Not enough data | |
Two-Way Text Messaging | Facilitates two-way text messaging to encourage consumer engagement and loyalty | Not enough data | |
Text Scheduler | Provides the ability to schedule single or bulk text messages to recipients on a specific date and time | Not enough data | |
Automatic Replies | Provides automatic text message replies to recipients | Not enough data | |
Automatic URL Shortening | Provides automatic URL shortening to use less characters via text | Not enough data | |
MMS Marketing | Sends out multimedia via text messages, such as coupons, pictures, and audio | Not enough data | |
Personalization | Offers features for personalizing text messages based on customer information or past behavior | Not enough data | |
Transactional SMS | Allows users to establish automated workflows and triggers to deliver transactional text messages | Not enough data |
Channels
Multi-Channel Coverage | Software incorporates multiple digital communications channels. 12 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 86% (Based on 12 reviews) | |
Open Listening | Based on 13 Vonage Contact Center (formerly NewVoiceMedia) reviews. Allows incorporation of inbound contacts from non-marketing channels. | 83% (Based on 13 reviews) | |
Physical Media | As reported in 11 Vonage Contact Center (formerly NewVoiceMedia) reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | 86% (Based on 11 reviews) | |
Voice | Based on 27 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides voice call functionality. | 90% (Based on 27 reviews) | |
Social | Based on 16 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides an interface for one or more social media channels. | 75% (Based on 16 reviews) | |
Web Chat | Based on 17 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site. | 79% (Based on 17 reviews) | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. 17 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 77% (Based on 17 reviews) | |
Based on 17 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails. | 84% (Based on 17 reviews) |
Design
Communications Strategy Development | Based on 12 Vonage Contact Center (formerly NewVoiceMedia) reviews. Allows planning and deployment of an overall communications strategy. | 88% (Based on 12 reviews) | |
Create Content | Based on 11 Vonage Contact Center (formerly NewVoiceMedia) reviews. Includes or integrates with content creation apps. | 80% (Based on 11 reviews) | |
Personalization | Outbound communications are segmented and personalized. 13 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 82% (Based on 13 reviews) | |
Inbound Identification | Inbound contacts are identified and handled based on history. This feature was mentioned in 13 Vonage Contact Center (formerly NewVoiceMedia) reviews. | 86% (Based on 13 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. 13 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 92% (Based on 13 reviews) |
Functions
Session Routing | Based on 29 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 86% (Based on 29 reviews) | |
Session Queuing | Based on 28 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available. | 87% (Based on 28 reviews) | |
Concurrent Calling | Based on 25 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 89% (Based on 25 reviews) | |
IVR | Based on 23 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Includes an interactive phone menu. | 91% (Based on 23 reviews) | |
Inbound Screen Pop | Based on 25 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data. | 83% (Based on 25 reviews) | |
Persistent Data | Based on 22 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses. | 89% (Based on 22 reviews) |
Administrative
Session Summary Notes | Based on 25 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 83% (Based on 25 reviews) | |
Administrator Access | Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 84% (Based on 31 reviews) | |
Reporting & Dashboards | Based on 31 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 86% (Based on 31 reviews) | |
Session Recording | Based on 25 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 88% (Based on 25 reviews) | |
Agent Scheduling and Assignment | Based on 20 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 81% (Based on 20 reviews) | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
Administration
Martech Integrations | Integrates with marketing software such as CRM, marketing automation, and digital advertising to measure and optimize the customer journey across channels 17 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 77% (Based on 17 reviews) | |
Privacy, Security, and Compliance | Helps companies ensure they comply with industry-specific standards for data management and privacy, such as PII, PCI, HIPAA, and GDPR 25 reviewers of Vonage Contact Center (formerly NewVoiceMedia) have provided feedback on this feature. | 85% (Based on 25 reviews) | |
Performance and Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 25 Vonage Contact Center (formerly NewVoiceMedia) reviews. | 85% (Based on 25 reviews) | |
Automation | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks | 82% (Based on 10 reviews) | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. | Not enough data | |
Dashboards | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with. | 92% (Based on 10 reviews) | |
Forecasting | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data. | 82% (Based on 10 reviews) | |
Intraday Management | Based on 10 Vonage Contact Center (formerly NewVoiceMedia) reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 80% (Based on 10 reviews) |
SMS Platform
Reporting | Provides pre-built or customizable performance reports | Not enough data | |
Automation | Automates tasks and features for added convenience | Not enough data | |
White Label | Offers a white labeling service for agencies or resellers to customize platform branding | Not enough data | |
Text-to-Landline | Text enables landline phones so users can receive text messages sent to an existing business number | Not enough data | |
Short Codes | Provides businesses with 5- to 6-digit short codes for running text marketing campaigns | Not enough data | |
API Integration | Facilitates the integration of text messaging into existing business applications through an SMS gateway API | Not enough data |
Workforce Management
Agent Availability | Offers complete visibility into agent availability to efficiently create and manage schedules. | Not enough data | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | Not enough data | |
Shift Scheduling | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | Not enough data | |
Agent Self-Service | Allows agents to set their own preferences, request time off, and trade shifts. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
