Vonage Contact Center Review: Features & Pricing for 2023
This article is part of a larger series on VoIP.
Vonage Contact Center is an omnichannel solution that deeply integrates with popular customer relationship management (CRM) systems like Salesforce and Zendesk. Prebuilt plans are available, but its a la carte offerings enable businesses to customize their plan based on their needs. In our expert Vonage Contact Center review, we found it ideal for companies that prefer to fully integrate their customer relationship manager (CRM) with flexible and multichannel contact center software.
Vonage Contact Center Review: At a Glance
What We Liked
- A la carte services
- Deeply integrates with popular CRMs
- Rich add-on options
- Advanced call routing features
- Unpublished pricing
- Lacks details about call management features
- Most contact center tools require extra fees (e.g., virtual assistant, speech analytics)
- Limited integrations
- Deep integrations with CRM systems: Vonage offers different contact center versions for a few select CRMs like Salesforce and Zendesk. Adding its contact center solution to your CRM platform enables you to provide consistent customer experience across channels and offers agents the exact tools they need in one interface.
- Flexible, a la carte contact center plans: Its flexible service plans let you add features and integrations to your subscription. Instead of paying for features you won’t need, this gives you more control over how you shape your contact center’s functionality.
- Omnichannel contact center: Deliver a seamless customer experience across multiple channels, including voice, email, live chat, SMS, video call, and social channels. Intelligent routing capabilities support all digital channels—whether personalized, skills-based, or service level agreement (SLA)-based.
- Basic call center operations: With its affordable plans and straightforward feature set, Freshdesk is the better choice for businesses managing small, voice-focused call center operations. It is our top call center phone system due to its robust agent monitoring features.
- Integrated unified communications and contact center: RingCentral Contact Center provides an all-inclusive solution for business communications and contact center service. Enhance cross-company collaboration and agent experience with a unified tool for multichannel interactions.
- Artificial-intelligent (AI)-based customer engagement solution: Nextiva Contact Center utilizes self-service capabilities for high call volumes. Automation features like virtual assistants and speech-enabled interactive voice response (IVR) enable your company to automate routine tasks and ensure personalized interactions.
Besides its contact center offering, Vonage offers voice-over-internet-protocol (VoIP) service for small businesses that prefer flexible pricing and a la carte phone plans. Learn more about it in our Vonage Business Communications review.
Vonage Contact Center Deciding Factors
Vonage takes a revolutionized approach to its contact center solution by blending it with top CRM platforms, delivering an integrated customer experience. Omnichannel capabilities let you utilize voice and digital channels and route all channel interactions in a unified manner. It maintains compliance with the Payment Card Industry Data Security Standard (PCI DDS) and Health Insurance Portability and Accountability Act (HIPAA).
Companies wanting a full integration of their contact center platform and CRM system
Contact sales for a quote
Annual or Volume Discounts Available
Vonage Contact Center Alternatives
While Vonage is considered one of the leading providers when it comes to business phone systems, it’s not always the right solution for every business need. Its advanced capabilities may not work well for small call center operations that mainly focus on managing call flow. Whether you need budget-friendly pricing or agent collaboration features, here are alternatives to consider:
Businesses needing a customer service solution with unified communications
Teams seeking automation features to optimize self-service options
Small businesses looking for a cheap voice-based call center platform
Monthly Starting Price
Contact sales team for a quote
Contact sales team for a quote
Free or $15 per user
Not many points were given for this category due to the provider’s lack of pricing transparency. As mentioned earlier, Vonage uses an a la carte service approach, which means prices depend on the number of features and services included. While there are two prebuilt plans to choose from, users will still have to contact the sales team to request a quote.
Note that Vonage’s contact center plans come in different versions, depending on the CRM integration. This means feature inclusions may be different from other CRMs. For instance, the Salesforce integration provides omnichannel capabilities, while Zendesk includes ticketing functionalities.
Vonage Contact Center Plans
Businesses needing advanced call center capabilities
Companies prioritizing agent performance and customer experience
Priority Call Handling
Analytics & Reporting
Application Programming Interface (API) Integrations
Vonage provides a wealth of add-on options for users who want to access advanced contact center features without upgrading to the Premium package. These features come with a monthly fee that will be added to your subscription plan. Contact the sales team to determine the cost of each. Here’s a complete list of add-on features:
- Speech analytics
- Virtual assistant
- Workforce management
- Post-call surveys
- Visual engagement
- Screen recording
- Web and mobile chat
- CRM integrations
- Vonage API
It earned a perfect rating for general features because it has all the standard capabilities for handling omnichannel interactions. Advanced call routing features enable priority call handling and ensure calls are transferred to the best available agent with skills-based routing. Coaching capabilities include whisper mode, secret monitor mode, and three-way mode. For analyzing key metrics, Vonage comes with custom dashboards and historical reports.
While this provider offers a full suite of specialized features, most require additional fees. These include virtual assistants (chatbots), workforce management, post-call surveys, and gamification. For collaborative agent teams, integrated unified communication (UC) add-on includes team messaging and video meetings. Dialer capabilities unlock at the base plan, which includes voicemail drop, dynamic dial lists, and automated dialing.
Connects customers to the right agent by leveraging your CRM data to determine the best routing strategy as callers come through the IVR. The Interaction Architect is a visual editor that lets you build your ideal interaction flow through applets. To fully understand a customer’s history, dynamic routing lets you assign which type of customer information to retrieve, including mobile phone, outstanding amount, and case number.
Empower contact center managers with customizable dashboards to easily track individual and team performance and identify areas of improvement. Prebuilt dashboards are available to monitor agent performance, interaction detail, search, and queue abandons. Set thresholds to flag problem areas and receive automatic notifications when critical metrics are off target.
It is a speech analytics solution offering a full view of agent experience and customer engagement. It highlights the call journey (e.g., IVR time, queue time, talk time) and provides a timeline of all interactions broken down by agent and customer. You’ll see how long and how often the agent spoke to the caller as well as hold times and silence. The call transcription feature includes a keyword search capability to identify specific contextual information.
Vonage Contact Center support is available during extended business hours via phone and email (weekdays, 8 a.m. to midnight, and on weekends, 9 a.m. to 9 p.m. Eastern Time). Its website chatbot, called Vee, is limited to answering simple product-related inquiries. Another option is to use your Vonage account to join its Customer Community Hub to access the live chat facility and discussion forums.
This provider received another perfect score thanks to its modern and streamlined interface. A different version is available for each CRM platform, providing users with a more familiar user experience. This helps agents bypass some learning curves and ensures customer data and agent tools are readily accessible. Overall, this provider is a highly flexible solution that makes setup and configuration extremely user-friendly.
We gave this provider a fairly high score due to its flexible a la carte service, excellent usability, and rich set of advanced contact center tools. It was short few points because of its unpublished pricing and extra fees for using some of its services. Looking at customer reviews, it received high ratings mainly for its reliability, CRM integrations, and call quality. Complaints focus on poor scalability and unresponsive customer support.
Here are the most recent ratings earned by Vonage Contact Center on popular review sites:
- Gartner: 4.2 out of 5 based on 267 reviews
- GetApp: 4.3 out of 5 based on 66 reviews
- G2: 4.1 out of 5 based on 62 reviews
How We Evaluated Vonage Contact Center
We explored the provider’s contact center software and examined user feedback on popular review websites. As the basis for our expert review, we compared it with other leading contact center solutions. From there, we designed a scoring system using a set of criteria: pricing, general features, specialized features, customer support, ease of use, and expert score.
Learn how we evaluated Vonage Contact Center by clicking on the tabs below:
15% of Overall Score
We checked for the availability of a free trial and discounts for annual billing and bulk purchases. We gave additional points if the provider’s entry-level plan costs $70 or less.
25% of Overall Score
For Vonage Contact Center features, we looked at capabilities essential to managing voice and digital interactions, such as omnichannel support and automatic call distribution. We also checked for call monitoring tools and the extent of analytics and reporting features.
20% of Overall Score
We checked the niche features to see the additional value companies get by subscribing. In evaluating contact center solutions, we verify if they offer a virtual assistant, workforce management, and robust outbound dialers. We gave additional points for Vonage Contact Center integrations with CRM systems.
10% of Overall Score
We evaluated the quality of customer support by checking the hours and days it is reachable. Higher points are awarded if it operates 24/7. We checked the availability of support channels, including email, phone, and live chat.
10% of Overall Score
We evaluated Vonage’s user interface based on its usability and the technical skill required to set up and configure its features. We tested its desktop and mobile app versions and considered the firsthand experience of recent users.
20% of Overall Score
We came up with our expert score by comparing Vonage against top competitors. We consulted recent customer reviews to see what others say about its features, customer service, ease of use, cost-effectiveness, and popularity.
Vonage Contact Center is a powerful omnichannel solution designed specifically for businesses looking for full integrations with industry-leading CRM systems. While it only has two pricing plans, the sheer number of add-on options provides the flexibility to build your own contact center based on your unique needs and budget. Contact its sales team today for a custom quote.