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.

N.k Rohan G.

Sr. Business Development Executive

Staffing and Recruiting

Small-Business (50 or fewer emp.)

Updated 2/4/2025

Originally submitted 1/30/2025

"Powerful Cloud-Based Solution for Seamless Customer Service"

5/5

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

I love Vonage Contact Center's seamless CRM integration, scalability, and powerful analytics, making it easy to manage customer interactions and improve service. Review collected by and hosted on G2.com.

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

Vonage Contact Center could offer more advanced customization options Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite

John S.

Senior Brand Executive

Small-Business (50 or fewer emp.)

7/16/2024

"It really wasn't what I expected"

3.5/5

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

It had a nice GUI, I initially thought the program was going to be for other things, but I noticed that it really wasn't what I was looking for. Definitely something that I would recommend to someone who needs something like this. It was easy to install, Customer support seems to be on point. It had a ton of features but it just wasn't for me. Review collected by and hosted on G2.com.

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

I think it needs to have more information about what it's used for and what it actually does. It looks amazing, It looks super easy to integrate. I feel like it's easy to use as well, it just wasn't what I was currently looking for. Review collected by and hosted on G2.com.

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

I was trying to use it in conjunction with what I've been using, and it just seemed like it wasn't a perfect fit. Maybe I misread the notes or the features and thought it was going to do something else. Other than that, if I needed a program of this type this would 100% be on my list of things to get. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Leandy P.

Customer Service Associate

Enterprise (> 1000 emp.)

7/16/2024

"A must for customer support!"

5/5

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

Vonage is definitely one of the best and most straightforward software integrations we've tried to keep all of our communications channels in just one platform.

Not only is really easy to use, but the fact that it is customizable based on your client's needs makes it 10 times better, and the work automatically becomes easier to do. Review collected by and hosted on G2.com.

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

All good for now! I think they're doing amazing with all the features and believe they can get to lots of new clients and companies.

If anything arises (which I think is not likely) I'll make sure to reach out to their customer support team :) Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Ysabel S.

Customer Success Lead

Enterprise (> 1000 emp.)

7/12/2024

"loveeeeeee vonage! Big slay indeed."

5/5

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

As a corporate girly, I have used a lot of software during my career, Vonage is no exception. I love everything about it! It's super duper easy to use, the implementation is pretty straightforward, it has a large amount of features and options for you to customize it to your liking and it's super easy to integrate. The setup lasted just a week, and since then we have used it a lot. Review collected by and hosted on G2.com.

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

I don't dislike anything about Vonage so far, this is why I haven't had the need to contact their customer support team ever. I guess that says a lot about my experience. If I had to contact customer support, it would be because I didn't fully understand how to use it or had issues with it. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Nirmal .

Business Development Lead

Mid-Market (51-1000 emp.)

1/30/2025

"vonage contact center reliable and efficient"

5/5

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

the best feature of Vonage Contact Center is its seamless integration with Salesforce. It is cloud-based, flexible, and scalable. Review collected by and hosted on G2.com.

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

one downside of Vonage Contact Center is that its setup can be complex for smaller businesses without dedicated IT support. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Angela (Jude) A.

Senior Associate

Small-Business (50 or fewer emp.)

7/16/2024

"Vonage is that IT GIRL"

5/5

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

Firstly, I'd love to say that implementation is easy as hell! And is super friendly. Any doubt we had, the customer support was there and had our bags. However, we didn't have many doubts since is pretty easy to use. For the moment we were using it (almost every day) was a great experience, and while I don't like to compare with other software, this one is the best! With all the feature it has, is simply top-notch. Review collected by and hosted on G2.com.

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

While there were a few things, I didn't understand, everything was solved with the excellent customer support. So yes, I have nothing bad to say about Vonage. Y'all rock. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Ysabel Christina S.

Customer Success Lead

Enterprise (> 1000 emp.)

7/12/2024

"Vonage for the win!"

4.5/5

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

Working with Vonage has been truly a delight! Their implementation is very structured, straightforward, has a LOTTTTTTTTTTTT of integrations and is very easy to use. I have used it a lot in the past and I think it's one of the easiest softwares I have ever worked with due to their customer support and their user-friendly format. I used it a lot. Especially with Zendesk. Review collected by and hosted on G2.com.

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

I have not had any issues with Vonage as of yet sooo no complaints so far! Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Wholesale

Mid-Market (51-1000 emp.)

7/10/2024

"Great Dialer"

3.5/5

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

I like the fact that I can receive inbound calls, the dialer is very functional, and Krispy has a clear sound. It has a very easy implementation in regards to connecting with CRM and clicking to dial. I use this dialer daily for all my inbound and outbound dialing. I don't deal with the Customer Side side so I am not sure about this part, but haven't heard any complaints about there service Review collected by and hosted on G2.com.

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

I used to love sending text messages on Vonage, now this is not a feature which is kind of a bummer. Overall it is a great dialing system Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite

Eduardo G.

Network Specialist

Mid-Market (51-1000 emp.)

7/18/2024

"Great tool but looks too much like other solutions"

4/5

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

Vonage is a simple solution but it can provide great value to your company. The customer support is excellent, and one of the departments at my work uses it on a daily basis. The tool is easy to implement and integrate, is very user-friendly, and has a lot of cool features. Review collected by and hosted on G2.com.

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

The thing that I dislike the most is that the interface looks just like Microsoft Teams. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Outsourcing/Offshoring

Enterprise (> 1000 emp.)

7/18/2024

"Absolutely love Vonage!"

4/5

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

I was impressed by how Vonage made processes and customer support so easy for my clients. It was one of the easiest systems to implement and we enjoyed learning about their features. Like how it's a LOT in one, like a virtual phone. Review collected by and hosted on G2.com.

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

Some might say their price isn't the best out there, but when you compare, you'll want to stay with Vonage. Review collected by and hosted on G2.com.

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

Our clients needed to implement an easy-to-use and effective phone/air call system that optimized their time and customer management, and data tracking. Vonage was just it for them! We used it to track the calls coming in and out of their center, and as a phone number. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite