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

Plivo vs Vonage Contact Center

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Our analysts compared Plivo 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
Plivo Software Tool
SelectHub Award Winner
Vonage Contact Center Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Excellent User Sentiment (578 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Good User Sentiment (177 Reviews)
Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.
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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
Medium
Large
Small
Medium
Large
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily) 
  • Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call. 
  • Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information. 
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  • 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. 
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  • SMS API 
    • Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support. 
    • Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks. 
    • Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts. 
    • Messaging Queuing: Send multiple messages in a single API request. 
    • MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number. 
    • Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days. 
    • Data Protection: Get access to disable mask phone numbers and logging to protect personal information. 
    • Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries. 
    • Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically. 
    • Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters. 
    • Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time. 
    • Conversion API: Ensure the best delivery with real-time feedback from the application. 
    • Local Match: Access a local number to send messages to users from different regions to improve read rates. 
  • Voice API 
    • Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold. 
    • Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly. 
    • Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default. 
    • Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones. 
    • Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input. 
    • Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality. 
    • IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR). 
    • Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences. 
    • Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls. 
    • Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent. 
    • Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly. 
    • Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions. 
    • Platform Queuing: Make several inbound calls with a single API request. 
    • Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API. 
    • Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes. 
    • Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang 
    • Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates. 
  • Zentrunk 
    • IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security. 
    • Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS). 
    • Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account. 
    • Self-Service: Easily manage and access account analytics, SIP trunks and logs. 
    • Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain. 
  • Phone Numbers 
    • Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types. 
    • Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels. 
  • Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request. 
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  • 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. 
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Product Ranking

#31

among all
Call Center Software

#100

among all
Call Center Software

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Plivo
Vonage Contact Center
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Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 96 100 94 75 100 94 96 100 75 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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User Sentiment Summary

Excellent User Sentiment 578 reviews
Good User Sentiment 177 reviews
90%
of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 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.

4.5 (419)
4.0 (55)
4.46 (78)
n/a
4.5 (76)
4.4 (61)
3.7 (3)
4.5 (7)
4.0 (2)
2.7 (54)

Awards

Plivo stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

SelectHub research analysts have evaluated Vonage Contact Center and concluded it earns best-in-class honors for Call Routing System and Voicemail and Messaging.

Call Routing System Award
Voicemail and Messaging Award

Synopsis of User Ratings and Reviews

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.
Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.
Customization: The product offers rich customization capabilities according to 100% of users.
Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.
User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.
API: The product offers an easy and well-documented API according to 100% of users.
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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.
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Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.
Documentation: More than 80% of users said that documentation is very detailed and tedious.
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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.
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Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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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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Screenshots

Top Alternatives in Call Center Software

Amazon Connect
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TalkDesk
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