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Compare Amazon Connect and Vonage Contact Center (formerly NewVoiceMedia) 
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At a Glance
Market Segments
Mid-Market (49.1% of reviews)
Mid-Market (52.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(68)4.4 out of 5
Market Segments
Mid-Market (49.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectVonage Contact Center (formerly NewVoiceMedia)
Star Rating
(103)4.2 out of 5
Market Segments
Mid-Market (52.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Vonage Contact Center (formerly NewVoiceMedia)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Vonage Contact Center excels in its call recording feature, with a score of 8.9, allowing for comprehensive tracking of customer interactions. In contrast, Amazon Connect also offers call recording but with a slightly lower score of 8.3, indicating that users may find Vonage's implementation more robust.
- Reviewers mention that Amazon Connect shines in IVR (Interactive Voice Response) capabilities, scoring 9.2 compared to Vonage's 8.6. This suggests that Amazon Connect provides a more intuitive and effective IVR experience, which can enhance customer satisfaction.
- G2 users highlight the superior ease of use of Amazon Connect, with a score of 9.3, while Vonage Contact Center scores 8.1. This difference indicates that users may find Amazon Connect more user-friendly, which can lead to quicker onboarding and less training time for staff.
- Reviewers mention that Vonage Contact Center has a strong quality of support rating at 8.3, but Amazon Connect slightly edges it out with a score of 8.9. This suggests that users may experience more responsive and helpful support from Amazon Connect when issues arise.
- Users on G2 report that Amazon Connect's multi-channel coverage is rated at 9.3, significantly higher than Vonage's 8.1. This indicates that Amazon Connect may offer a more comprehensive approach to handling customer interactions across various channels, which is crucial for modern customer service.
- Reviewers mention that Vonage Contact Center's agent availability feature scores an impressive 9.7, indicating that it provides excellent tools for managing agent schedules and availability. In comparison, Amazon Connect's score in this area is not specified, suggesting that Vonage may have a more developed feature set for workforce management.
Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableVonage Contact Center (formerly NewVoiceMedia)
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Vonage Contact Center (formerly NewVoiceMedia)
No trial information availableRatings
Meets Requirements
9.1
49
8.6
82
Ease of Use
9.2
50
8.4
84
Ease of Setup
9.1
22
8.4
62
Ease of Admin
9.2
16
7.7
37
Quality of Support
8.8
39
8.6
75
Has the product been a good partner in doing business?
9.0
15
8.8
36
Product Direction (% positive)
8.4
44
7.9
82
Features by Category
Competition
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Sales Gamification
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Employee Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.5
14
|
Verified
Not enough data
8.5
12
|
Verified
Not enough data
Not enough data
Agent Tools
Not enough data
8.9
12
|
Verified
Not enough data
8.5
13
|
Verified
Not enough data
8.9
14
|
Verified
Automation
Not enough data
8.3
12
|
Verified
Not enough data
8.5
13
|
Verified
Not enough data
8.6
12
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Text Messaging
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
9.2
6
Not enough data
9.2
6
SMS Platform
Not enough data
9.4
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
9.7
6
Not enough data
8.9
6
Not enough data
9.7
6
Agentic AI - SMS Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
8.9
15
Not enough data
8.8
16
Not enough data
8.9
14
Design
Not enough data
9.0
15
Not enough data
8.6
14
Not enough data
8.6
16
Not enough data
8.9
16
Not enough data
9.4
16
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Quality Assurance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Engagement
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Channels
9.2
21
|
Verified
9.1
32
|
Verified
8.4
18
7.8
20
|
Verified
9.4
18
|
Verified
8.2
21
|
Verified
Feature Not Available
8.0
21
8.7
19
8.7
21
|
Verified
Generative AI
8.0
5
Not enough data
Functions
9.1
37
|
Verified
8.8
34
|
Verified
9.1
37
|
Verified
8.8
33
|
Verified
8.8
33
|
Verified
9.0
29
|
Verified
8.9
19
|
Verified
Feature Not Available
9.0
20
Feature Not Available
8.9
18
9.2
28
|
Verified
9.5
18
|
Verified
8.4
30
|
Verified
8.9
19
|
Verified
9.0
26
|
Verified
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
8.9
30
8.5
28
|
Verified
9.3
27
|
Verified
8.6
36
|
Verified
8.9
33
|
Verified
8.6
36
|
Verified
9.3
19
8.9
30
|
Verified
9.3
15
8.3
24
|
Verified
Workforce Management
Not enough data
9.4
12
|
Verified
Not enough data
9.2
12
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
9.3
12
|
Verified
Not enough data
9.1
11
Administration
Not enough data
8.6
13
|
Verified
Not enough data
9.2
12
|
Verified
Not enough data
9.4
13
|
Verified
Not enough data
8.6
13
|
Verified
Not enough data
8.5
13
|
Verified
Platform
Not enough data
8.3
7
Not enough data
8.1
7
Not enough data
8.3
7
Not enough data
8.3
7
Not enough data
7.4
7
Not enough data
8.8
7
Not enough data
8.8
7
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
8.6
7
Not enough data
9.3
7
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
8.8
7
Not enough data
9.0
7
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
Not enough data
8.7
39
|
Verified
Not enough data
8.3
30
|
Verified
Not enough data
8.7
34
|
Verified
Not enough data
8.9
40
|
Verified
Not enough data
Not enough data
Contacts
Not enough data
8.3
31
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
8.7
28
|
Verified
Insights
Not enough data
8.1
31
|
Verified
Not enough data
8.3
33
|
Verified
Not enough data
8.7
31
|
Verified
Not enough data
8.2
27
Not enough data
8.4
26
|
Verified
Not enough data
Not enough data
Phone Number Management
Not enough data
8.6
25
Not enough data
8.6
27
Not enough data
8.6
29
Tracking
Not enough data
8.5
18
Not enough data
8.2
19
Not enough data
8.9
20
Analytics
Not enough data
9.2
27
Not enough data
9.0
28
Not enough data
8.8
24
Not enough data
8.4
19
Call Routing
Not enough data
8.7
26
Not enough data
8.6
23
Not enough data
8.5
21
Administration
Not enough data
8.0
19
Not enough data
8.6
27
Not enough data
8.6
27
Agentic AI - Inbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Amazon Connect and Vonage Contact Center (formerly NewVoiceMedia) are categorized as Speech Analytics, Contact Center, Contact Center Workforce, and Call Center Infrastructure (CCI)
Unique Categories
Amazon Connect is categorized as Customer Service Automation and Contact Center Quality Assurance
Vonage Contact Center (formerly NewVoiceMedia) is categorized as Customer Communications Management, Auto Dialer, Outbound Call Tracking, Inbound Call Tracking, Sales Gamification, and SMS Marketing
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Vonage Contact Center (formerly NewVoiceMedia)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
15.8%
Information Technology and Services
12.3%
Financial Services
10.5%
Insurance
8.8%
Banking
7.0%
Other
45.6%
Information Technology and Services
14.1%
Computer Software
12.1%
Staffing and Recruiting
10.1%
Marketing and Advertising
8.1%
Outsourcing/Offshoring
6.1%
Other
49.5%
Alternatives
Discussions
What is Amazon Connect?
3 Comments
AS
Amazon Connect is a contact center solution provided by AWS with a pay as you go model. This service is straightforwad for even beginers to create a...Read more
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 Comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 Comment
UT
To establish a cloud based contact center with low cost and with scalable resourceRead more
What is Vonage VCC?
1 Comment
TW
Through a series of acquistions Vonage CC is essentially their improoved version of NewVoice Media. Strong Salesforce integration with some newer AI...Read more
Vonage Contact Center (formerly NewVoiceMedia) has no more discussions with answers
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