Vonage Contact Center (formerly NewVoiceMedia) Reviews & Product Details

Vonage Contact Center for Salesforce is #1 for Salesforce AppExchange user reviews, with a 4.9/5 Salesforce AppExchange rating. The solution delivers unmatched Salesforce integration into routing, reporting, and the user experience for Service Cloud and Sales Cloud users. Voice and Salesforce digital channels are seamlessly blended to deliver a consistent customer experience across all channels while reducing administrative complexity. Service excellence is delivered through all stages of pre-sales, onboarding, adoption and value realization. Vonage Contact Center for ServiceNow enables businesses with contact centers that rely on customized agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity. Vonage Contact Center integrates with ServiceNow's enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform. Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organizations and deliver an unparalleled customer experience. Drive sales and provide world class customer service with the combined power of Vonage Contact Center and Microsoft Dynamics 365. Leverage your investments in Microsoft Dynamics 365 to personalize the customer experience and provide a 360 degree view of the customer journey. The integrated cloud contact center solution enables organizations to drive external and internal customer satisfaction while providing agents exactly what they need to be productive all without leaving the app. With Vonage Contact Center for Microsoft Dynamics 365, you can transform customer experiences into true customer loyalty.

Seller

Vonage

Discussions

Vonage Contact Center (formerly NewVoiceMedia) Community

Solution Type

All-in-One

Overview by

Bill Park (EMEA Digital Marketing Manager)

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

Return on Investment

13 months

View More Pricing Information

Top-Rated Alternatives

Five9 Intelligent Cloud Contact Center Platform

View All Alternatives

User Insights

Average based on 104 real user reviews.

Implementation Time

3 months

Perceived Cost

$$$$$

Vonage Contact Center (formerly NewVoiceMedia) Integrations

(2)

Integration information sourced from real user reviews.

Vonage Contact Center (formerly NewVoiceMedia) Reviews FAQs

Generated using AI

Last updated: Nov 04, 2026

What is Vonage Contact Center (formerly NewVoiceMedia), and what problem is it built to solve?

Vonage Contact Center is a cloud contact center service within Vonage’s broader communications platform. It is intended to help enterprises make their communications more flexible, intelligent, and personal.

What company sizes and industries is Vonage Contact Center (formerly NewVoiceMedia) the best fit for?

Vonage Contact Center appears across a range of company sizes and industries, with the strongest reviewer presence among small and mid-market businesses. The industry mix is broad, with staffing and recruiting, information technology, and financial services recurring among positively rated users.

Company size: Small businesses and mid-market organizations, with enterprise teams represented as well.
Industries: Staffing and recruiting, information technology, and financial services are the clearest clusters; users also work in areas such as marketing, healthcare, and outsourcing.

How long does it take to implement Vonage Contact Center (formerly NewVoiceMedia) across a team?

Implementation most often takes one to three months, though the timeline can vary with the complexity of the setup. Reported timelines include both quicker launches and longer, more involved deployments.

Time to go live	Relative frequency
1–3 months	Most common
Under 1 month	Also frequently reported
6–12 months	Less common
Under 1 day, 3–6 months, or over 12 months	Occasionally reported

What customer support options does Vonage Contact Center (formerly NewVoiceMedia) provide, and how do users find the overall support experience?

Support is available by phone, email or help desk, and FAQs or a forum, with 24/7 live-rep support. The experience is often described as knowledgeable and helpful, especially during onboarding and complex troubleshooting, though users also mention slower response times and some inconsistency in ongoing support.

What is the experience like for teams switching to Vonage Contact Center (formerly NewVoiceMedia) from another tool?

Switching to Vonage Contact Center has been driven by the need for more reliable calling, stronger CRM workflows, and better routing or reporting than prior systems provided. The transition can bring useful improvements in call tracking, cloud-based operations, and integration, although complex configurations and integration gaps may take work to resolve. Previous tools included contact-center and phone platforms such as RingCentral, Genesys, 8x8, Aircall, and Natterbox; users also moved from systems that lacked inbound calling or Salesforce reporting, or required more maintenance.

What tools and platforms does Vonage Contact Center (formerly NewVoiceMedia) integrate with, and how do these integrations help users get more value from the product?

Vonage Contact Center offers 2 listed integrations. Salesforce Sales Cloud connects contact and call activity with CRM workflows, helping agents see customer context and log interactions, while EZLynx is also listed.

CRM: Salesforce Sales Cloud
Other: EZLynx

What features or capabilities could make Vonage Contact Center (formerly NewVoiceMedia) even more useful?

A more intuitive interface and stronger reporting are the clearest opportunities to make Vonage Contact Center more useful. Users would also benefit from greater flexibility in configuring workflows and administration.

Simplify the interface and call-flow tools, including clearer administration and easier visual setup.
Expand reporting and dashboard customization so teams can build and review the views they need more easily.
Offer more flexibility for customizing routing, features, and workflows to fit specific team requirements.

G2 reviews are authentic and verified.

Here's how.

Steve K.

manager

Mid-Market (51-1000 emp.)

1/21/2019

"nvm"

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

the ability to listen and shadow live calls and barge in as needed Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

i dont like how calls drop or the widget will show an error code multiple times a day Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Scott S.

cpa

Enterprise (> 1000 emp.)

Updated 1/19/2019

Originally submitted 4/6/2018

"NVM"

4.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I really liked the cadence feature and how easy the dialer was. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I didn't like how you had to build custom reports for each rep. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Tom S.

sales rep

Mid-Market (51-1000 emp.)

7/18/2018

"nvw review"

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I really like new voice media because it allows for click to dial from salesforce and knows who is calling by account. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I don't like the fact that the dialer is very slow in lightening salesforce and would freeze from time to time. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Trey T.

Key manager

Restaurants

Enterprise (> 1000 emp.)

7/26/2018

"Good program has kinks"

2/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The fact that all of my contacts information is stored to one place Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Accessing information can become a tedious and daunting task. Sometimes easier to just keep actual business cards in a Rolodex. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

3/27/2018

"Ok for Small and Medium Size Businesses"

2.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The company tries to meet your business needs and not just their own. NVM also tries to be proactive in involving you as a customer in product features that will actually be useful. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Customer support needs work. Tier 2 support is classic unhelpful technical team. Reporting also needs work. Real time has decent features but UI could use work. Reporting on trends over time still needs significant improvement. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

Ok for small businesses but enterprise companies may consider using a more established product. Company is trending in the right direction but some areas at different speeds than others. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

We use ContactWorld for providing international support through a live channel in different languages. We have been able to create boutique call paths and route international customers to support staff that are native speakers easily. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Real Estate

Small-Business (50 or fewer emp.)

7/26/2018

"Seamless communication integration!"

2.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

With the cost of international and domestic call, companies are spending too much to interact. The NewVoiceMedia VOIP will help you minimize these expenses and effortlessly communicate to the right person anytime. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Like traditional phone system, you need to invest with telephone unit capable to IP system. The process of NewVoiceMedia VOIP can be easily adapt once the company is already using the system. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Real Estate

Small-Business (50 or fewer emp.)

7/27/2018

"Sales Master"

3.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I do like that it makes going through the process fairly easy-however I have used things that are easier to navigate Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I dislike that sometimes it is difficult to navigate the program, making it more complicated then I feel it needs to be. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Internet

Mid-Market (51-1000 emp.)

11/29/2017

"New Voice Media"

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

I enjoy the ability to set different statuses when I'm away, in a meeting, or in training. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

I dislike some of the tones. Also the need to click answer when dialing out. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

Ensure that there is one employee who is the admin for the software. This will make it so you have one point of contact who knows everything, and not a bunch of folks with little bits of knowledge here and there. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

The ability to transfer between teams and record calls with clients. We also have multiple levels so that customers can be routed to our call center, and clients can be routed to support. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite

Angel R.

Operations Manager

Mid-Market (51-1000 emp.)

4/17/2018

"New Voice Media for Service Review"

3.5/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

The reporting capabilities within salesforce Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

setting up special days in the IVR setup is difficult Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Simon W.

Platform Technical Architect

Mid-Market (51-1000 emp.)

7/28/2017

"One of the SFDC old guard and still performing strongly."

4/5

What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?

What I like about NVM is that it is integrated. And we are talking proper integration. Not a faux "you can view our software within SF but it doesn't really interact with it" type of integration too. Review collected by and hosted on G2.com.

What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?

Nothing as of yet if I am being honest. Your mileage will always vary as far as your business adopts the tool to best practice. Review collected by and hosted on G2.com.

Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):

They've managed to maintain their #1 position for some time now and it is plain to see why. Make sure you check out their partnership with the Sumo range of motivate products too. Review collected by and hosted on G2.com.

What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?

A much more streamlined and integrated call centre experience. Review collected by and hosted on G2.com.