# Genesys Cloud CX vs Vonage Contact Center (formerly NewVoiceMedia) Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Genesys Cloud CX excels in user experience, with a higher ease of use rating. Users appreciate its straightforward interface and robust open APIs, which facilitate seamless integration with external CRMs and third-party databases, making daily operations smoother.
- **According to verified reviews** , Genesys Cloud CX has a significantly higher G2 Score compared to Vonage Contact Center, indicating greater overall user satisfaction. Reviewers highlight the platform's effective call routing features, which help efficiently distribute calls to account executives.
- **Users say** that while Vonage Contact Center offers useful features like AI functionality and improved omnichannel support, it falls short in overall performance compared to Genesys Cloud CX. Some users noted challenges with configuration and integration, which can hinder day-to-day usability.
- **Reviewers mention** that Genesys Cloud CX's implementation process is quick and intuitive, with many praising the onboarding wizard that simplifies setup. In contrast, Vonage Contact Center has received mixed feedback regarding its setup experience, with some users finding it less straightforward.
- **G2 reviewers highlight** the quality of support for Genesys Cloud CX, noting that while it has a solid support rating, Vonage Contact Center's support is perceived as slightly better. Users of Vonage appreciate features like the ability to transfer calls to their mobile devices, enhancing flexibility.
- **According to recent user feedback** , Genesys Cloud CX stands out for its advanced speech analytics capabilities, receiving high praise for its performance in this area. In contrast, Vonage Contact Center lacks comparable features, which may limit its effectiveness for users focused on data-driven insights.



| | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 1,558 | 104 | 
| **Largest Market Segment** | Mid-Market (46.0% of reviews) | Mid-Market (52.0% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Genesys Cloud CX

Pros:
- Ease of Use (144 reviews)
- Features (103 reviews)

Cons:
- Limited Features (58 reviews)
- Missing Features (55 reviews)

### Vonage Contact Center (formerly NewVoiceMedia)

Pros:
- Ease of Use (21 reviews)
- Customer Support (18 reviews)

Cons:
- Call Issues (6 reviews)
- Customization Difficulty (5 reviews)

---
## Ratings Comparison
| Rating | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
  | **Meets Requirements** | 8.6 (1084 reviews) | 8.6 (83 reviews) | 
  | **Ease of Use** | 8.9 (1119 reviews) | 8.4 (85 reviews) | 
  | **Ease of Setup** | 8.4 (677 reviews) | 8.4 (63 reviews) | 
  | **Ease of Admin** | 8.5 (624 reviews) | 7.7 (37 reviews) | 
  | **Quality of Support** | 8.2 (1039 reviews) | 8.6 (76 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.5 (617 reviews) | 8.8 (36 reviews) | 
  | **Product Direction (% positive)** | 8.7 (984 reviews) | 7.9 (83 reviews) | 

---
## Pricing

### Genesys Cloud CX

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Vonage Contact Center (formerly NewVoiceMedia)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Sales Gamification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Competition

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Competition Templates** | Not enough data | Not enough data | 
| **Custom Competitions** | Not enough data | Not enough data | 
| **Team Competitions** | Not enough data | Not enough data | 
| **Simultaneous Competitions** | Not enough data | Not enough data | 
| **Competition Adjustments** | Not enough data | Not enough data | 
| **Awards and Incentives** | Not enough data | Not enough data | 

#### Agentic AI - Sales Gamification

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Integrations

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 
| **Social Collaboration Integration** | Not enough data | Not enough data | 
| **TV Streaming** | Not enough data | Feature Not Available | 

#### Platform

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Reporting** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Enterprise Scalability** | Not enough data | Not enough data | 
| **Data Import & Export Tools** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Employee Features

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **User Profiles** | Not enough data | Not enough data | 
| **Notifications** | Not enough data | Not enough data | 
| **Mobile** | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 30 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Messenger

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Sequencing** | 8.8 (23 reviews) | Not enough data | 
| **AI** | 9.1 (26 reviews) | Not enough data | 
| **Live Chat** | 9.1 (25 reviews) | Not enough data | 
| **Customization Interface** | 8.5 (25 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Social Media** | 9.0 (24 reviews) | Not enough data | 
| **Website** | 9.1 (23 reviews) | Not enough data | 
| **Text Message (SMS)** | 9.2 (22 reviews) | Not enough data | 
| **Voice Assistants** | 8.9 (21 reviews) | Not enough data | 
| **Other** | 9.2 (20 reviews) | Not enough data | 

#### Customers

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Targeting** | 8.9 (27 reviews) | Not enough data | 
| **Profiles** | 8.6 (24 reviews) | Not enough data | 
| **Analytics** | 9.1 (25 reviews) | Not enough data | 
| **Lead Gathering** | 8.7 (23 reviews) | Not enough data | 
| **Sales Conversion** | 9.2 (24 reviews) | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.8/10 | 198 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 16 |

#### Dialing Options

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Preview Dialing** | 8.9 (145 reviews) | 8.5 (14 reviews) ✓ Verified | 
| **Progressive Dialing** | 8.9 (129 reviews) | 8.5 (12 reviews) ✓ Verified | 
| **Predictive Dialing** | 9.0 (7 reviews) | Not enough data | 

#### Agent Tools

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Whisper Coaching ** | 8.6 (125 reviews) | 8.9 (12 reviews) ✓ Verified | 
| **Callback Scheduling ** | 8.7 (139 reviews) | 8.5 (13 reviews) ✓ Verified | 
| **Call Recording ** | 9.2 (163 reviews) | 8.9 (14 reviews) ✓ Verified | 

#### Automation

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Voice Activity Detection** | 8.6 (121 reviews) | 8.3 (12 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | 9.2 (149 reviews) | 8.5 (13 reviews) ✓ Verified | 
| **Call Scrubbing** | 8.7 (109 reviews) | 8.6 (12 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | 9.2 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (6 reviews) | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | 8.7 (5 reviews) | Not enough data | 

### SMS Marketing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 9.1/10 | 6 |

#### Text Messaging

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Bulk SMS** | Not enough data | 9.2 (6 reviews) | 
| **Two-Way Text Messaging** | Not enough data | 9.4 (6 reviews) | 
| **Text Scheduler** | Not enough data | 8.3 (6 reviews) | 
| **Automatic Replies** | Not enough data | 9.2 (6 reviews) | 
| **Automatic URL Shortening** | Not enough data | 9.2 (6 reviews) | 
| **MMS Marketing** | Not enough data | 9.4 (6 reviews) | 
| **Personalization** | Not enough data | 9.2 (6 reviews) | 
| **Transactional SMS** | Not enough data | 9.2 (6 reviews) | 

#### SMS Platform

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Reporting** | Not enough data | 9.4 (6 reviews) | 
| **Automation** | Not enough data | 8.3 (6 reviews) | 
| **White Label** | Not enough data | 8.9 (6 reviews) | 
| **Text-to-Landline** | Not enough data | 9.7 (6 reviews) | 
| **Short Codes** | Not enough data | 8.9 (6 reviews) | 
| **API Integration** | Not enough data | 9.7 (6 reviews) | 

#### Agentic AI - SMS Marketing

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### AI Automation - SMS Marketing

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI SMS** | Not enough data | Not enough data | 

#### AI Content Generation - SMS Marketing

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI SMS** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 8.9/10 | 18 |

#### Channels

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.9 (15 reviews) | 
| **Open Listening** | Not enough data | 8.8 (16 reviews) | 
| **Physical Media** | Not enough data | 8.9 (14 reviews) | 

#### Design

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 9.0 (15 reviews) | 
| **Create Content** | Not enough data | 8.6 (14 reviews) | 
| **Personalization** | Not enough data | 8.6 (16 reviews) | 
| **Inbound Identification** | Not enough data | 8.9 (16 reviews) | 
| **Regulatory Compliance** | Not enough data | 9.4 (16 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.2/10 | 194 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Quality Assurance

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Evaluation** | 8.8 (160 reviews) | Not enough data | 
| **Calibration** | 8.6 (150 reviews) | Not enough data | 
| **Reports** | 7.8 (161 reviews) | Not enough data | 

#### Engagement

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Feedback** | 8.5 (139 reviews) | Not enough data | 
| **Dashboards** | 8.2 (160 reviews) | Not enough data | 
| **Training** | 8.2 (148 reviews) | Not enough data | 

#### Performance

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Integrations** | 8.5 (155 reviews) | Not enough data | 
| **Compliance** | 9.0 (153 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | 7.1 (33 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (33 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 529 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 8.7/10 | 39 |

#### Channels

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Voice** | 9.1 (359 reviews) ✓ Verified | 9.1 (33 reviews) ✓ Verified | 
| **Social** | 8.3 (210 reviews) | 7.9 (21 reviews) ✓ Verified | 
| **Web Chat** | 8.6 (243 reviews) ✓ Verified | 8.3 (22 reviews) ✓ Verified | 
| **Mobile SMS** | 8.3 (208 reviews) ✓ Verified | 8.1 (22 reviews) | 
| **Email** | 8.3 (244 reviews) ✓ Verified | 8.7 (22 reviews) ✓ Verified | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text-to-Speech** | 7.9 (70 reviews) | Not enough data | 

#### Functions

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Session Routing** | 8.8 (394 reviews) ✓ Verified | 8.8 (35 reviews) ✓ Verified | 
| **Session Queuing** | 8.8 (403 reviews) ✓ Verified | 8.8 (34 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.8 (343 reviews) ✓ Verified | 9.1 (30 reviews) ✓ Verified | 
| **Speech Analytics** | 8.3 (241 reviews) ✓ Verified | Feature Not Available | 
| **Auto Dialer** | 8.5 (246 reviews) ✓ Verified | Feature Not Available | 
| **IVR** | 9.1 (323 reviews) ✓ Verified | 9.2 (29 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.8 (306 reviews) ✓ Verified | 8.5 (31 reviews) ✓ Verified | 
| **Persistent Data** | 8.6 (244 reviews) | 9.0 (27 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | 6.7 (10 reviews) | Not enough data | 
| **Cross-system Integration** | 8.2 (12 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.4 (12 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (10 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Session Summary Notes** | 8.3 (356 reviews) ✓ Verified | 8.6 (29 reviews) ✓ Verified | 
| **Administrator Access** | 8.8 (404 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 7.5 (444 reviews) ✓ Verified | 8.6 (37 reviews) ✓ Verified | 
| **Session Recording** | 8.8 (289 reviews) ✓ Verified | 8.9 (31 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.5 (262 reviews) | 8.4 (25 reviews) ✓ Verified | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.1/10 | 47 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Personalization** | 9.2 (36 reviews) | Not enough data | 
| **Route To Human** | 9.4 (36 reviews) | Not enough data | 
| **Natural Language Understanding (NLU)** | 8.6 (33 reviews) | Not enough data | 

#### Automation - AI Agents

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Sales Follow-Up** | 9.1 (9 reviews) | Not enough data | 
| **Customer Interaction Automation** | 9.2 (11 reviews) | Not enough data | 
| **Lead Generation** | 8.3 (8 reviews) | Not enough data | 
| **Document Processing** | 8.5 (8 reviews) | Not enough data | 
| **Feedback Collection** | 9.1 (11 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Conversation Editor** | 8.8 (35 reviews) | Not enough data | 
| **Integration** | 9.3 (37 reviews) | Not enough data | 
| **Human-In-The-Loop** | 9.1 (33 reviews) | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Independent Decision Making** | 9.0 (10 reviews) | Not enough data | 
| **Adaptive Responses** | 9.2 (11 reviews) | Not enough data | 
| **Task Execution** | 8.9 (9 reviews) | Not enough data | 
| **Problem Solving** | 9.0 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | 9.7 (5 reviews) | Not enough data | 
| **AI Text Summarization** | 9.2 (6 reviews) | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 75 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Responses

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Customization** | 8.7 (60 reviews) | Not enough data | 
| **Control** | 8.8 (58 reviews) | Not enough data | 
| **Route To Human** | 9.1 (60 reviews) | Not enough data | 
| **Menu bars** | 8.5 (61 reviews) | Not enough data | 
| **Drip sequences** | 8.3 (55 reviews) | Not enough data | 

#### Platform

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Live chat** | 9.0 (59 reviews) | Not enough data | 
| **Integrations** | 8.8 (64 reviews) | Not enough data | 
| **Branding** | 9.0 (56 reviews) | Not enough data | 
| **Analytics** | 8.6 (62 reviews) | Not enough data | 
| **A/B testing** | Feature Not Available | Not enough data | 
| **Role-based access** | 8.9 (62 reviews) | Not enough data | 
| **Collection of information** | 8.7 (57 reviews) | Not enough data | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | 8.6 (29 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (29 reviews) | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 202 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 9.0/10 | 13 |

#### Workforce Management

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Agent Availability** | 8.7 (173 reviews) | 9.4 (12 reviews) ✓ Verified | 
| **Skills Management** | 8.6 (163 reviews) | 9.2 (12 reviews) ✓ Verified | 
| **Shift Scheduling** | 8.5 (154 reviews) | 9.0 (12 reviews) ✓ Verified | 
| **Agent Self-Service** | 8.2 (151 reviews) | 9.3 (12 reviews) ✓ Verified | 
| **Mobile Access** | 8.0 (119 reviews) | 9.1 (11 reviews) | 

#### Administration

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Automation** | 8.1 (145 reviews) | 8.6 (13 reviews) ✓ Verified | 
| **Performance Analysis** | 8.5 (164 reviews) | 9.2 (12 reviews) ✓ Verified | 
| **Dashboards** | 8.4 (173 reviews) | 9.4 (13 reviews) ✓ Verified | 
| **Forecasting** | 8.0 (146 reviews) | 8.6 (13 reviews) ✓ Verified | 
| **Intraday Management** | 8.5 (153 reviews) | 8.5 (13 reviews) ✓ Verified | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.2/10 | 27 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Administration

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Access Control** | 9.2 (25 reviews) | Not enough data | 
| **Web Page Navigation** | 8.9 (24 reviews) | Not enough data | 
| **Real Time Assistance** | 9.2 (23 reviews) | Not enough data | 

#### Security

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Data Security** | 9.3 (24 reviews) | Not enough data | 
| **Data Masking** | 9.4 (23 reviews) | Not enough data | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 9.0/10 | 49 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Messaging Channels

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **SMS Messaging** | 9.0 (31 reviews) | Not enough data | 
| **Email** | 9.2 (32 reviews) | Not enough data | 
| **Voice Messaging** | 9.2 (34 reviews) | Not enough data | 
| **Two way messaging** | 9.0 (33 reviews) | Not enough data | 

#### Administration

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Scheduling** | 9.0 (35 reviews) | Not enough data | 
| **Triggered Notifications** | 8.9 (33 reviews) | Not enough data | 
| **Segmentation** | 8.7 (33 reviews) | Not enough data | 
| **Integrations** | 9.0 (37 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.1/10 | 192 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 7 |

#### Platform

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Omnichannel** | 8.7 (153 reviews) | 8.3 (7 reviews) | 
| **Mobile Access** | 7.8 (132 reviews) | 8.1 (7 reviews) | 
| **Queue Management** | 8.9 (168 reviews) | 8.3 (7 reviews) | 
| **Call Routing** | 9.2 (172 reviews) | 8.3 (7 reviews) | 
| **Call Back** | 8.8 (165 reviews) | 7.4 (7 reviews) | 
| **IVR** | 9.2 (164 reviews) | 8.8 (7 reviews) | 
| **Automatic Call Distribution** | 9.1 (165 reviews) | 8.8 (7 reviews) | 

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text-to-Speech** | 7.7 (61 reviews) | Not enough data | 

#### Workforce Management

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Call Monitoring** | 8.9 (155 reviews) | 8.6 (7 reviews) | 
| **Performance Evaluation** | 8.8 (152 reviews) | 9.3 (7 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.3 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 5.6 (8 reviews) | Not enough data | 

#### Administrative

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Call Recording** | 9.0 (164 reviews) | 8.8 (7 reviews) | 
| **Reporting & Dashboards** | 8.3 (166 reviews) | 9.0 (7 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.9/10 | 46 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Customer Support

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Text** | 9.0 (35 reviews) | Not enough data | 
| **Speech** | 9.0 (37 reviews) | Not enough data | 
| **Knowledge Base** | 8.5 (34 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Ticket Resolution** | 8.7 (33 reviews) | Not enough data | 
| **Customization** | 8.6 (37 reviews) | Not enough data | 
| **Intelligent Routing** | 9.1 (36 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Learning** | 9.0 (35 reviews) | Not enough data | 
| **Language** | 8.8 (35 reviews) | Not enough data | 
| **Conversational AI** | 9.0 (33 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 249 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | 7.8 (28 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (28 reviews) | Not enough data | 
| **AI Text-to-Speech** | Feature Not Available | Not enough data | 

#### Communication

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Pop-up Chat** | 8.6 (176 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (178 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (131 reviews) | Not enough data | 
| **In-App Messaging** | 8.5 (145 reviews) | Not enough data | 
| **Co-Browsing** | 8.4 (97 reviews) | Not enough data | 

####  Internal Use

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Customization ** | 8.4 (175 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.7 (168 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (129 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (145 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.3 (141 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (138 reviews) ✓ Verified | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 47 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Generation** | 6.9 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (13 reviews) | Not enough data | 

#### Process

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Mentions** | 8.3 (28 reviews) | Not enough data | 
| **Tickets** | 9.0 (31 reviews) | Not enough data | 
| **Macros** | 8.7 (29 reviews) | Not enough data | 

#### Channels

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Email** | 8.9 (33 reviews) | Not enough data | 
| **Social** | 8.9 (34 reviews) | Not enough data | 
| **Live Chat** | 8.8 (35 reviews) | Not enough data | 
| **Phone** | 9.7 (37 reviews) | Not enough data | 
| **Text** | 9.1 (33 reviews) | Not enough data | 

#### Insight

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Surveys** | 9.3 (30 reviews) | Not enough data | 
| **Reporting** | 9.0 (37 reviews) | Not enough data | 
| **Visitor Activity** | 8.9 (33 reviews) | Not enough data | 
| **Help Desk** | 9.4 (31 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 28 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Generative AI

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **AI Text Summarization** | 7.5 (27 reviews) | Not enough data | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 71 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **PBX systems, VoIP Softphone** | 8.5 (8 reviews) | Not enough data | 
| **Call Management** | 8.7 (10 reviews) | Not enough data | 
| **Network monitoring** | 6.7 (8 reviews) | Not enough data | 
| **Integrations** | 7.8 (10 reviews) | Not enough data | 
| **Virtual PBX** | 8.1 (7 reviews) | Not enough data | 
| **SIP trunking services** | 8.1 (8 reviews) | Not enough data | 

#### Basic Communication

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Phone Calls** | 9.6 (66 reviews) | Not enough data | 
| **Video Calls** | 7.5 (44 reviews) | Not enough data | 
| **Instant Messaging** | 8.4 (53 reviews) | Not enough data | 
| **Screen Sharing** | 8.3 (46 reviews) | Not enough data | 
| **Conference Calls** | 8.8 (53 reviews) | Not enough data | 
| **Desk-to-Desk Calls** | 8.7 (54 reviews) | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Software Pairing** | 8.1 (54 reviews) | Not enough data | 
| **Browser Extension** | 7.9 (47 reviews) | Not enough data | 
| **Individual Download** | 7.8 (48 reviews) | Not enough data | 

#### Advanced Features

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Hold Music** | 8.9 (60 reviews) | Not enough data | 
| **Automated Attendants** | 8.6 (53 reviews) | Not enough data | 
| **VOiP Number** | 9.1 (61 reviews) | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 11 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Voice Recognition** | 8.5 (8 reviews) | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Speech Synthesis** | 9.0 (8 reviews) | Not enough data | 
| **Customizable speech** | 8.5 (8 reviews) | Not enough data | 
| **Multiple voice actions** | 8.8 (8 reviews) | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Encrypted communication** | 8.8 (8 reviews) | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Cross platform compatibility** | 8.8 (8 reviews) | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.3/10 | 5 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | 8.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.4/10 | 69 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | 8.5/10 | 41 |

#### Agentic AI - Outbound Call Tracking

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | 6.2 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | Feature Not Available | Not enough data | 

#### Calling

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Record Calls** | 9.4 (62 reviews) | 8.7 (39 reviews) ✓ Verified | 
| **Generate Location** | 8.6 (54 reviews) | 8.3 (30 reviews) ✓ Verified | 
| **Call Types** | 8.8 (60 reviews) | 8.7 (34 reviews) ✓ Verified | 
| **Click-to-Call** | 8.8 (60 reviews) | 8.9 (40 reviews) ✓ Verified | 
| **Auto Dialer** | 8.9 (12 reviews) | Not enough data | 

#### Contacts

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Personalization** | 8.6 (57 reviews) | 8.3 (31 reviews) ✓ Verified | 
| **Information Locater** | 8.6 (57 reviews) | 8.4 (30 reviews) ✓ Verified | 
| **Record Prospect Data** | 8.4 (54 reviews) | 8.7 (28 reviews) ✓ Verified | 

#### Insights

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Notes** | 8.5 (55 reviews) | 8.1 (31 reviews) ✓ Verified | 
| **Daily Summary** | Feature Not Available | 8.3 (33 reviews) ✓ Verified | 
| **Automated Voicemails** | 8.5 (57 reviews) | 8.7 (31 reviews) ✓ Verified | 
| **Automated Emails** | 8.1 (52 reviews) | 8.2 (27 reviews) | 
| **Sorts Prospects** | 8.1 (51 reviews) | 8.4 (26 reviews) ✓ Verified | 
| **Automated Note Taking** | 8.1 (9 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 8.7/10 | 67 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Tenancy Flexibility** | 8.9 (43 reviews) | Not enough data | 
| **Native VoIP** | 9.3 (47 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 9.1 (52 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Voicemail to Email** | 8.6 (39 reviews) | Not enough data | 
| **Voicemail to SMS** | 8.1 (33 reviews) | Not enough data | 
| **File Sharing** | 8.2 (35 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 9.2 (36 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.9 (33 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | 7.5/10 | 53 |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Automated Ticket Resolution** | 7.2 (20 reviews) | Not enough data | 
| **Contextual Response Generation** | 7.0 (22 reviews) | Not enough data | 
| **Sentiment Analysis** | 6.9 (22 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 7.2 (20 reviews) | Not enough data | 
| **Multilingual Support** | 7.3 (23 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Proactive Customer Outreach** | 6.9 (19 reviews) | Not enough data | 
| **Feedback Collection** | 7.8 (20 reviews) | Not enough data | 
| **Escalation Handling** | 8.2 (20 reviews) | Not enough data | 
| **Workflow Optimization** | 8.4 (29 reviews) | Not enough data | 

#### Automation

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Customer Interaction Automation** | 8.6 (27 reviews) | Not enough data | 
| **Feedback Collection** | 8.3 (21 reviews) | Not enough data | 
| **Document Processing** | 7.5 (19 reviews) | Not enough data | 

#### Autonomy

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Independent Decision Making** | 6.6 (22 reviews) | Not enough data | 
| **Adaptive Responses** | 6.7 (21 reviews) | Not enough data | 
| **Task Execution** | 7.3 (22 reviews) | Not enough data | 
| **Problem Solving** | 7.2 (20 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Genesys Cloud CX** | N/A | N/A |
| **Vonage Contact Center (formerly NewVoiceMedia)** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (6):** [Contact Center Software](https://www.g2.com/categories/contact-center), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci)

**Unique to Genesys Cloud CX (14):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Chatbots Software](https://www.g2.com/categories/chatbots), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Live Chat Software](https://www.g2.com/categories/live-chat), [VoIP Providers](https://www.g2.com/categories/voip-providers)

**Unique to Vonage Contact Center (formerly NewVoiceMedia) (3):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Sales Gamification Software](https://www.g2.com/categories/sales-gamification), [SMS Marketing Software](https://www.g2.com/categories/sms-marketing)


---
## Reviewer Demographics

### By Company Size

| Segment | Genesys Cloud CX | Vonage Contact Center (formerly NewVoiceMedia) | 
|---|---|---|
| **Small-Business** | 13.8% | 27.0% | 
| **Mid-Market** | 46.0% | 52.0% | 
| **Enterprise** | 40.2% | 21.0% | 

### By Industry

#### Genesys Cloud CX

- **Information Technology and Services:** 10.8%
- **Financial Services:** 10.1%
- **Telecommunications:** 5.9%
- **Consumer Services:** 5.0%
- **Insurance:** 4.7%
- **Accounting:** 4.6%
- **Banking:** 4.4%
- **Computer Software:** 4.3%
- **Hospital & Health Care:** 3.7%
- **Retail:** 3.6%
- **Other:** 42.9%

#### Vonage Contact Center (formerly NewVoiceMedia)

- **Information Technology and Services:** 14.0%
- **Computer Software:** 12.0%
- **Staffing and Recruiting:** 10.0%
- **Marketing and Advertising:** 8.0%
- **Outsourcing/Offshoring:** 6.0%
- **Consumer Services:** 6.0%
- **Financial Services:** 4.0%
- **Insurance:** 3.0%
- **Hospital & Health Care:** 2.0%
- **Events Services:** 2.0%
- **Other:** 33.0%

---
## Alternatives

### Alternatives to Genesys Cloud CX

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2563 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1850 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1636 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3898 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7012 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1421 reviews)

### Alternatives to Vonage Contact Center (formerly NewVoiceMedia)

- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2563 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (92 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1636 reviews)
- [Revenue.io](https://www.g2.com/products/revenue-io/reviews) — 4.7/5 stars (579 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1850 reviews)
- [Salesloft](https://www.g2.com/products/salesloft/reviews) — 4.5/5 stars (4287 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1421 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (707 reviews)

---
## Top Discussions

### Genesys Cloud CX

- Title: [Anyone integrated PureCloud with custom CRM?](https://www.g2.com/discussions/anyone-integrated-purecloud-with-custom-crm) — 5 comments, 1 upvote
  > **Top comment:** "No .
But you can use the chrome plugin and use cti by pushing url from this plugin.
don't know if it help."
- Title: [how do i reschedule emails or put them on hold?](https://www.g2.com/discussions/16240-how-do-i-reschedule-emails-or-put-them-on-hold) — 5 comments, 1 upvote
  > **Top comment:** "Best to comment on the Genesys Communities board for answers to these questions, and new features etc. "
- Title: [What is Genesys Cloud CX used for?](https://www.g2.com/discussions/what-is-genesys-cloud-cx-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Genesys Cloud CX is a contact center platform which allows businesses to manage custoner interactions across voice,chat, email and social media. It allows..."
- Title: [What kind of software is zendesk?](https://www.g2.com/discussions/what-kind-of-software-is-zendesk) — 2 comments
  > **Top comment:** "Its a sales CRM tool. It's a good option for small businesses."
- Title: [What does Genesys Cloud For Salesforce do?](https://www.g2.com/discussions/what-does-genesys-cloud-for-salesforce-do) — 2 comments
  > **Top comment:** "I collaborated by giving my opinion and observations."

### Vonage Contact Center (formerly NewVoiceMedia)

- Title: [What is Vonage VCC?](https://www.g2.com/discussions/what-is-vonage-vcc) — 1 comment
  > **Top comment:** "Through a series of acquistions Vonage CC is essentially their improoved version of NewVoice Media. Strong Salesforce integration with some newer AI..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/genesys-cloud-cx-vs-vonage-contact-center-formerly-newvoicemedia)