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PhoneBurner vs Vonage Contact Center

Last Updated: November 25th, 2024

Our analysts compared PhoneBurner 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

PhoneBurner is a dialing tool that helps sales teams make calls, connect with customers and close deals. It's easy to get started and add new users, whether you’re in-office or working remotely. Mediating calls through the platform means fewer audio problems, so you can focus more on making sales.

Standout features include power dialer for fast calling and smart lead distribution for efficient teamwork. Many users love the responsive customer support, though some have reported a few issues with specific CRM integrations. You can choose from Standard, Premium and Professional plans, each with different features and prices to fit your needs.

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.

$149/User, Monthly

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$20/User, Monthly

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Tailored to your specific needs

Small

Medium

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Chromebook

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Cloud

On-Premise

Mobile

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Mobile

Product Assistance

Documentation

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Videos

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Documentation

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Videos

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Knowledge Base

24/7 Live Support

Phone

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Product Insights

Automate Repetitive Tasks: Automate essential functions like dialing numbers, jotting down notes, leaving pre-recorded voicemails, sending post-call messages and more to save time and streamline workflows. The LeadStream feature lets admins intelligently and automatically distribute leads to sales reps.
Reach More Customers Interactions: Expand your customer base with power dialing and intelligent call routing features. More conversations mean more opportunities to showcase your product or service and convert leads into loyal customers.
Track Performance Regularly: Leverage analytical tools to get a clear picture of your sales performance. Monitor call metrics, identify successful strategies and pinpoint areas for improvement.
Stay Organized and Boost Productivity: Manage contacts, call notes and history, and tag, sort and categorize leads for targeted outreach with a built-in CRM. Use SmartSender to track email interactions for timely and effective follow-ups.

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.

Power Dialer: Connect your phone or VOIP to the platform to streamline tasks like emails and voicemails. Reach up to 80 contacts an hour with flexible dialing modes.
Smart Search: Filter and save your searches, and keep them updated as your needs change.
Remote Dialing: Call prospects from anywhere using a local area code. Connect faster with call logging, one-click voicemails and automated follow-ups. Manage remote teams, simplify onboarding and coordinate from a central dashboard.
Virtual Phone Service: Get local, cloud-based numbers with features to improve outreach and simplify incoming calls. Forward calls, answer them online and quickly return missed calls.
CRM: Organize your campaigns and contacts with automatic storage for call history, texts, documents and recordings. Send personalized messages instantly with templates.
- Smart Email Tracking: Track email opens, clicks and document views to time your follow-ups perfectly. Enjoy reliable connections and minimal downtime.
- Lead Filtering: Find the right contacts by searching based on call results, tags, location and custom fields. Create saved searches that automatically update your call list with the best leads.
- Lead Distribution: Make sure the right reps get the right leads with customizable rules. Improve team collaboration, get more opportunities and close more deals. Create shared lead pools and reward your top performers.
- Performance Tracking: See your team's progress and productivity with real-time leaderboards and analytics.
- Integrations: Connect with your existing CRM tools, including Salesforce, HubSpot and Zoho, as well as over 100 other applications.
Local ID: Display a local number that matches your customers' locations to increase connections by up to 56%.
Workflow Automation: Streamline your work with pre-recorded voicemails and automatic next-call dialing. Send personalized emails based on conversations and distribute leads efficiently. Leave notes, set statuses and organize your prospects.
Reporting: Generate and analyze reports to understand rep performance, monitor activities and measure team success. Make informed decisions with call tracking, leaderboards and recordings.
Text Messaging: Send texts right from the dialer after calls or emails. View conversations, get real-time alerts and access messages in an organized inbox.

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

#16

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#100

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Analyst Rating Summary

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User Sentiment Summary

95%

of users recommend this product

PhoneBurner has a 'excellent' User Satisfaction Rating of 95% when considering 421 user reviews from 4 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.

5.0 (16)

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4.7 (210)

4.0 (55)

4.8 (173)

4.4 (61)

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4.5 (7)

4.6 (22)

2.7 (54)

Awards

Synopsis of User Ratings and Reviews

Boost Productivity: Automate tasks, simplify workflows and help your team get more work done.

Save Money: Cut costs on equipment, installation and other expenses that come with traditional phone systems.

Reach Customers Everywhere: Connect with customers on the phone, email, live chat and social media, all from one platform.

Track Your Success: See how your team is performing and improve your customer support with easy-to-use reports and insights.

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.

Setup Needs: Getting started requires setting up computers, software and networks.

Team Effort: You'll need to hire and train staff to run your call center, which can take time and money, especially for smaller businesses.

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.

PhoneBurner is an easy-to-use customer support software that encourages smooth workflows across departments. Many users appreciate its help desk service. The product relies on automation, allowing agents to speed up work and become more productive and efficient. While most of the users love its remote access functionalities, some are hesitant to buy it because of the lack of workflow-enhancing features such as Text-to-Speech, Queue Management and more. Although some customers aren’t satisfied with the user interface and integration capabilities but Phone Burner works well for small- and medium-sized businesses."

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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