Home > Call Center Software > AVOXI > AVOXI vs Vonage Contact Center

AVOXI vs Vonage Contact Center

Last Updated: November 18th, 2024

Our analysts compared AVOXI vs Vonage Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

Avoxi is a cloud-based communication platform that simplifies customer interactions with a fully integrated communication experience. Users can manage agents, phone numbers, call routing protocols and customer service data on the go. It offers remote team management, inbound call routing, monitoring and reporting, outbound dialing and more.

Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.

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Small

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Large

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Large

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Mac

Linux

Android

Chromebook

Windows

Mac

Linux

Android

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

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Videos

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Phone

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Knowledge Base

24/7 Live Support

Phone

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Product Insights

Cost Efficiency: AVOXI reduces operational costs by eliminating the need for physical infrastructure and maintenance, allowing businesses to allocate resources more effectively.
Scalability: Easily scale your call center operations up or down based on demand without the need for significant investments in hardware or software.
Global Reach: AVOXI provides international phone numbers and local presence in over 170 countries, enabling businesses to expand their global footprint effortlessly.
Enhanced Customer Experience: With features like call routing, IVR, and real-time analytics, AVOXI ensures that customers receive prompt and efficient service, improving overall satisfaction.
Flexibility: The cloud-based nature of AVOXI allows agents to work from anywhere, providing flexibility and supporting remote work environments.
Improved Agent Productivity: Tools such as call recording, monitoring, and analytics help supervisors train and manage agents more effectively, leading to higher productivity levels.
Data-Driven Decisions: Access to detailed call analytics and reporting enables businesses to make informed decisions based on real-time data and trends.
Business Continuity: AVOXI's cloud infrastructure ensures that your call center operations remain uninterrupted during unforeseen events, such as natural disasters or technical failures.
Integration Capabilities: Seamlessly integrate AVOXI with CRM systems, helpdesk software, and other business tools to streamline workflows and enhance operational efficiency.
Security and Compliance: AVOXI adheres to stringent security protocols and compliance standards, ensuring that customer data is protected and regulatory requirements are met.
Customizable Solutions: Tailor AVOXI's features to meet the specific needs of your business, ensuring that you get the most out of the platform.
24/7 Support: Benefit from round-the-clock customer support to resolve any issues promptly and keep your call center running smoothly.

Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.

Automatic Call Distribution: Set automated call routing protocols based on user extensions, time of the day, external numbers and call queues and manage inbound call distributions from an online interface.
Call Monitoring: Coach agents to boost team performances and efficiency over time with call barge and whisper, live call monitoring, call tagging, call quality scoring, and advanced analytics.
Call Queue: Improve caller experience and take advantage of IVR routing, voicemail transcription and other tools to enhance interactions. Use custom ringing strategies such as least used, round-robin and ring to route callers for call queues. If the line of callers is full, allow customers to get a call back to reduce abandoned call rates.
IVR Software: Give callers a menu of options to route themselves to an appropriate department, saving an agent’s time, lowering business costs and boosting customer satisfaction rates.
Digital Phone Numbers: Get digital phone numbers online from anywhere without any fees or contracts and start receiving calls in no time. The product’s cloud phone number plans have more than 20 digital phone service features with no extra costs.
Virtual Call Center: Improve team productivity and operational workflows by getting access to tools such as an auto-attendant, call recording, call forwarding, international calling, voicemail, virtual numbers, unlimited concurrent calls, toll-free numbers, DID numbers and SMS forwarding.
SIP Trunking: Get secure call routing, world-class voice quality and economic SIP terminations worldwide.
WebRTC Softphone: Access softphone from anywhere and see caller details from helpdesk or CRM via screen pop integration.
Call Management: Save time and eliminate the chances of missing a call with convenient solutions such as ACD, call groups, call transfer, call queuing, forward-to-phone, IVR, call blocking, 3-way conferencing, time-based routing and queue callback.
Quality Monitoring and Analytics: Track agent’s performance via live dashboards and identify areas to improve their productivity to elevate the customer experience. Create custom call tags to analyze and track agent’s call outcomes.
Integrations: Automate repetitive and tedious work with various tools and integrations such as caller screen pop-ups, CTI, click-to-call, two-way data synchronization and integrations with Salesforce, Zendesk Zoho and Hubspot.

Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
Cell Phone Integration: Get VoIP system functionality on a cell phone.
Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
Voicemail to Email: Receive voicemail recordings directly in an email inbox.
Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
Conference Bridge: Connect up to 30 callers at a go with a single button.
Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
Call Screening: See all incoming call numbers and prioritize answering essential calls.
Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
Call Continuity: Get instant access to automatic call rerouting during an emergency.
Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.

Product Ranking

#67

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#100

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Analyst Rating Summary

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96%

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88%

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User Sentiment Summary

95%

of users recommend this product

AVOXI has a 'excellent' User Satisfaction Rating of 95% when considering 87 user reviews from 3 recognized software review sites.

75%

of users recommend this product

Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.

4.6 (4)

4.0 (55)

4.76 (50)

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4.7 (33)

4.4 (61)

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4.5 (7)

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2.7 (54)

Awards

Synopsis of User Ratings and Reviews

Ease of Use: It’s an easy-to-use and intuitive platform, according to all the users who reviewed this aspect.

Comprehensive: According to 80% of users who discussed call management, the product offers comprehensive capabilities on that front.

Customer Service: About 85% of users who mentioned customer service said it’s reliable and resolves issues quickly.

Seamless Integrations: Vonage Contact Center effortlessly integrates with popular CRM and business applications, streamlining workflows and enhancing agent productivity.

Omnichannel Capabilities: Handle customer interactions across multiple channels (voice, email, chat, social media) from a unified platform, providing a seamless experience for both agents and customers.

Advanced Analytics and Reporting: Gain valuable insights into call center performance, agent productivity, and customer satisfaction through robust analytics and reporting tools.

AI-Powered Features: Leverage artificial intelligence to automate tasks, improve call routing, and provide real-time assistance to agents, enhancing efficiency and customer satisfaction.

Scalability and Flexibility: Vonage Contact Center scales seamlessly to meet changing business needs, allowing for easy expansion or contraction of agent capacity as required.

Accessibility: It has limited accessibility due to no mobile app available, according to 88% of users who mentioned this element.

Limited Customization: Users report that Vonage Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.

Integration Challenges: Some users have experienced difficulties integrating Vonage Contact Center with other business systems, such as CRM and ticketing platforms.

Reliability Issues: Occasional reports of system outages and call quality issues have been noted by users, impacting call center operations.

Pricing Concerns: While Vonage Contact Center offers flexible pricing plans, some users have expressed concerns about the overall cost compared to competitors.

Limited Reporting Capabilities: Users have reported that the reporting capabilities within Vonage Contact Center are not as robust as desired, making it challenging to track and analyze call center performance.

Avoxi is a communication platform that improves the efficiency of customer interactions. Users prefer it for its extensive call management capabilities, including call monitoring, IVR software, a virtual call center and more. Reviews also reflect that it’s user-friendly and users appreciate the attentive customer service department. However, without a mobile app, it lacks accessibility. Overall, the product can be a good pick for an in-office workforce that requires a comprehensive yet easy-to-use solution.

Vonage Contact Center has received mixed reviews in the past year. Users praise its ease of use, comprehensive features, and reliable performance. They appreciate the intuitive interface, which makes it easy to navigate and manage calls. The software's robust feature set, including call routing, IVR, and CRM integration, allows businesses to tailor their contact center to their specific needs. Additionally, Vonage Contact Center's uptime and call quality are consistently high, ensuring seamless customer interactions. However, some users have expressed concerns about the software's pricing and scalability. Vonage Contact Center can be more expensive than some competing solutions, and its scalability may be limited for larger businesses. Additionally, some users have reported occasional technical glitches and integration issues with third-party applications. Overall, Vonage Contact Center is a solid choice for businesses looking for a user-friendly and feature-rich call center solution. Its strengths in ease of use, comprehensive features, and reliability make it a good option for businesses of all sizes. However, businesses should carefully consider the software's pricing and scalability before making a decision.

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FAQ

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