--- title: Vonage Contact Center (formerly NewVoiceMedia) Reviews meta_title: 'Vonage Contact Center (formerly NewVoiceMedia) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 104 reviews by the users' company size, role or industry to find out how Vonage Contact Center (formerly NewVoiceMedia) works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 104 scale: '5' date_modified: '2026-08-09' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Vonage Contact Center (formerly NewVoiceMedia) Reviews **Vendor:** Vonage **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.2/5.0 **Total Reviews:** 104 ## About Vonage Contact Center (formerly NewVoiceMedia) 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. ## Vonage Contact Center (formerly NewVoiceMedia) Pros & Cons **What users like:** - Users enjoy the **ease of use** of Vonage Contact Center, appreciating its smooth integration and functional dialer. (21 reviews) - Users value the **excellent customer support** of Vonage Contact Center, enhancing their overall experience with the platform. (18 reviews) - Users value the **easy setup** of Vonage Contact Center, enabling quick implementation and seamless usability for teams. (18 reviews) - Users value the **easy integrations** with CRM systems, facilitating quick implementation and user-friendly experiences. (17 reviews) - Users value the **seamless CRM integration** and reliable cloud platform of Vonage Contact Center for improved service. (17 reviews) - Users highlight the **seamless integration** of Vonage Contact Center, making it easy to implement and customize for their needs. (15 reviews) - Easy Implementation (11 reviews) - Implementation Ease (11 reviews) - CRM Integration (10 reviews) - Features Variety (9 reviews) **What users dislike:** - Users struggle with **call issues** like spam markings and slow connectivity, complicating their outreach efforts. (6 reviews) - Users experience **customization difficulty** with Vonage Contact Center, finding it challenging to tailor features to their workflows. (5 reviews) - Users note the **expensive pricing** of Vonage Contact Center, though they believe it's worth the investment compared to alternatives. (5 reviews) - Users find the **limited customization** options in Vonage Contact Center restrict their ability to tailor the system effectively. (5 reviews) - Users report **communication issues** with Vonage Contact Center, particularly with calls marked as spam and recent text messaging problems. (4 reviews) - Users face **complexity in setup and customization** , which can be challenging without technical knowledge and may frustrate them. (4 reviews) - Users find the **steep learning curve** of Vonage Contact Center challenging, especially regarding setup and customization. (4 reviews) - Limited Texting Features (4 reviews) - Chat Functionality Issues (3 reviews) - Users find the **complex features** of Vonage Contact Center challenging, particularly in setup and customization. (3 reviews) ## Vonage Contact Center (formerly NewVoiceMedia) Reviews ### 1. Amazing Voice tool for CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** It's ease to use, it's efficiency and all features as we have installed in Salesforce so that sales reps use nvm to bring the business as they can call the partners for pitching the deals and same can be tracked within Salesforce and NVM **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Nothing to dislike, all features are amazing to use **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Our sales can't be done without NVM as it's crucial tool to bring the business and make calls to the customers/partners to set the deal for the business and the best part is we can track everything within Salesforce and in NVM tool, being Salesforce Engineer it's ease to do all setup for NVM within Salesforce ### 2. Vonage is full packed with features but there are also areas in the solution that can be optimized. **Rating:** 4.0/5.0 stars **Reviewed by:** Torben S. | Enterprise (> 1000 emp.) **Reviewed Date:** November 13, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** You have the flexibility to build your call flow the way it makes best sense for your business. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The reporting option inside of Vonage is working okay, If your business is connected to Salesforce, where you have good reporting options. If not connected to salesforce your reporting tools are limited. Vonage is however planning to optimize this area. The new Dashboard feature has helped a lot in getting a n overview, however if you have +10 accounts, it becomes a large task to monitor in a glance. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We are able to deliver customer calls to specific agents, so that our customers always speaks to the same person or team. Information about what customer usually speaks to what agent is maintained in Salesforce and such information is gathered and used when the customer calls us. This is working very good, especially if agents are located in the office. We also have agents on the road, where we use features that includes calling cell phones. Using cell phones is not always the best experience because you sometimes have to move the call out of the Vonage platform or use web-based tools, as Vonage is lacking a mobile app at the moment. ### 3. Great Company - VCC **Rating:** 5.0/5.0 stars **Reviewed by:** Dale V. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** From project implementation to their support teams - Very helpful throughout and please with the progress we have made **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Real Time and Dashboards do not always match which causes confusion - Also the agent states on the dashboard can be confusing as it can show as 'IDLE' which again causes confusion on what state the agent is actually in. As a manager/administrator i am able to see/work it out but it isn't clear for others that have access to our dashboard. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** I would seriously consider Vonage - They have been instrumental in helping us move into the 21st century with our contact centre. There are still plenty more features and benefits that Vonage can provide and i am looking forward to adding these to our contact centre. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Lots of benefits - We have increased our lead to opportunity conversion and also reduced significantly the time it takes to manage our lead queues. Along with this is the time saved using the voicemail drop button, which helps the agents with a previously laborious repetitive task. **Official Response from Jess Sidlowe:** > Thanks for the rating, Dale! Seems like you must have had a pretty good experience with Vonage. We're here to help our customers succeed, and it always makes our day. *Now* we're talking! The Vonage Team ### 4. Great flexible solution for any business needs **Rating:** 5.0/5.0 stars **Reviewed by:** Alexander G. | Associate Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Great flexibility of the system and support from the team. Allows virtually any setup you might need. Allows changing or upgrading plans as you go along (or grow the organisation). Allows localization which means with one setup you can tackle multiple regions using localized messaging. Incredibly easy to buy or add new numbers to the existing setup - no matter what location. Vonage/NVM support and account management is simply fantastic and I feel we are in good hands and my questions/concerns are always addressed. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Some options are difficult to manage/set up. Interaction manager could be upgraded to drag and drop for ease of user. Managing users via Salesforce directly instead of a separate admin panel. Certain options could use more polishing as they seem to be (visually outdated). Billing customization would also be a welcomed feature. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Connecting customers with agents, insight into customer behavior. Capturing the data allowing us to understand what customers like, dislike and gather feedback. Allowing agents work from the office and home alike, without any additional hardware or setup (helpful especially during current situation with the pandemic). Enable sales team to work across different locations and use different setups depending on the dynamic needs. ### 5. Excellent Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Chris W. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Easy to use and is always a reliable tool. I have never had any problems with Vonage Contact Center (formerly NewVoiceMedia) and I would strongly recommend businesses considering their platform. I find it extremely easy to operate, it's functionality is great, and the whole team have no problems despite everyone within the team using it on a day to day basis. As I have mentioned above, it is an excellent tool and it allows the team to work more productively on a day to day basis. The most helpful thing about Vonage Contact Center is the ease of use, functionality, and how quickly it is to learn how to use the patform. Once the team have become proficient with the platform, there is rarely any issues or problems with the functionality of the platform. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** There is nothing that I dislike about Vonage Contact Center (formerly NewVoiceMedia). It is an excellent platform and I have absolutely no issues with its functionality and use. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** I would recommend trialing the platform and see what you think for yourself. As it is a great platform it is definitely worth trialing it and then judging for yourself whether you believe it to be effective with increasing productivity and performance within the team. What advice do you have for those looking at Vonage Contact Center (formerly NewVoiceMedia)? The advice for those looking at Vonage Contact Center (formerly NewVoiceMedia) would be to trial the platform and then reflect on whether you believe the platform to be beneficial with increasing productivity and ultimately performance. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** There are a range of problems that Vonage Contact Center (formerly NewVoiceMedia) such as easy calling as well as the logging of calls and being able to listen to calls back again. This allowing increased productively across the team and is therefore improving performance as a result. The auto dialler functionality is another functionality of Vonage Contact Center (formerly NewVoiceMedia) that people are enjoying using and the increased productivity and the benefits that comes as a result of this. ### 6. Best provider for telecommunications **Rating:** 5.0/5.0 stars **Reviewed by:** Lorna P. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Changing to a cloud based system just before the global Covid19 pandemic has been an amazing success for us and allowing us to continue operations without a glitch in service. The system has worked without fault since installation, also providing a fully customisable wallboard to suit our KPIs. Support service is 2nd to none, always offering links, training and resolution where suitable. Onboarding experience was seamless, and would highly recommend Vonage. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** I have no comments in this section, I am really happy with products and service from Vonage. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** No problems we have had. I have reached out to Vonage for help with Salesforce and reports, where information was provided quickly and very informative. **Official Response from Jess Sidlowe:** > Wow, that's a lot of stars! We must be doing something right... Thanks for taking the time to rate us, Lorna. Have a great day, The Vonage Team ### 7. Expanding Business Goals and Capabilities with Vonage VCC **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The Salesforce integration "contact pad" is a great addition to have when you're call center works in Salesforce. It simplifies a lot and allows us to enable features that improve not only the quality of our business, but also WHAT we can offer. The support team (salesperson, success managers, and support) are excellent. I forget that their support team is for a telecom company (which, in my experience, are often terrible). These people are excellent! **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** - The design platform (Interaction Architect) is a little odd. It works, but I think it could use an overhaul. - Some of the admin portal is a little confusing how it works. You get used to it, but there are better admin portals out there that could help give them ideas how to simplify the process. - Cost is higher than I had hoped. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** It is a very good product. I like their Vonage Business side better, but VCC is good too. Just remember that they are undergoing a lot of changes and upgrades and will need to be patient with some things, but don't let that deter you. Vonage is a well run company and has a lot of things put together. I have confidence in them to move things in the right direction. Also, things that may break typically get resolved quickly. This is above average for sure in the telecom industry. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We've enabled benefits to our clients that we couldn't do with other phone systems. Vonage has allowed us to expand our capabilities and bring our offerings to another level! ### 8. Great experience **Rating:** 4.5/5.0 stars **Reviewed by:** Emily S. | Database & Evaluation Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Integration with Salesforce is excellent. It is almost like a native SF app. Account manager and his customer service is always around the clock whenever you need. Very impressive. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** This is a British company obviously with market in the US as well. The date format they are using is British way and it really can be confusing sometimes. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Don't call their 800 number on their website. It doesn't seem to be answered. Fill out a contact form and someone will call you back almost right away. Don't let the initial 800 number experience discourage you. The quality of communication is indeed very good! **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We have a small size call center and were looking for a CTI solution that can work with a) Salesforce; b) allow staff to work remotely. ### 9. Worked with Vonage to implement new telephony systems and have seen great results **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Publishing | Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Our Customer Success Manager is fantastic, very responsive and knowledgeable, and has worked well with us to ensure that we make the most out of the products available to us. The support team are also quick to respond, effective and very helpful. It's also good that any user within our contact centre can easily raise a ticket and will hear back promptly. There are a wide range of products, all with tangible benefits and our Account Manager has let us know which we would benefit from most, he also has a good understanding of our company and how we use Vonage. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** It feels like we are sometimes drip fed information rather than knowing everything at the outset of the project. When implementing new products, we have been halfway through the implementation before finding out that there is a dependency or other internal teams need to be involved, which we weren't made aware of from the outset. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Vonage provide a good range of products which will improve your telephony infrastructure. You will build a good rapport with their team who will be able to advise which products are best for you and are effective and knowledgeable at implementing these. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We are moving from multiple telcos to just one which gives us greater visibility and control over our phonelines. This has been done by provisioning additional numbers with Vonage. We have also implemented GVA to improve call quality globally, we previously had a significant lag when calls were transferrred to Europe from Asia. ### 10. International dialler with improved customer service **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The dialler integrates with sfdc easily and the professional services to get it up and running was really good. Kudos to Russell Healy. Ema Keatly, Mimosa and Craig have done a great job to try to support our use case and agents. The ongoing costs are pretty cheap with $/minutes not too steep. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The backend is clunky and the dashboard Is hard to navigate. It needs to be more intuitive and straight forward. The customer support is hit and miss. Account management was initially great. Then we lost the AM who left the company. The next one was poor in response time and showed little to no desire to help us. The new AM we have now is really helpful and goes above and beyond to make sure we get what we need. We have callers who dial lots of countries. Working with the PS team has allowed us to get to the bottom of quality and routing issues improving performance **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** As long as you have a good account manager and you have someone who learns the backend then you should be fine. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** International prospecting that is cost effective and integrates with sfdc so that we have reporting and visibility of team productivity. ### 11. Vonage Contact Center - Real Time/Dashboard **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The level of control I have over the Org is VERY useful. I love being able to use tools, such as Real Time to Monitor my team. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** I wish there was a better view, such as being able to have Dashboard type views while using Real Time. There are similar views, but then I lose some information. An example of this is that Real Time SLA views tend to be off compared to the Dashboard. I can see exact calls in vs answered on the dashboard, but there tends to be a delay on Real Time **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** So far, I am loving the road map for future updates, which is aligned to where we are looking to heard towards. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We decided to move towards a skill based routing system, which I find to be one of the most useful ways of routing calls. Although I think is is a great model, I would like more control, such as skilling based on a number scale. I do know that this feature is coming soon, per the last Summer Release Update, but we still don't have that functionality yet. ### 12. Great experience from sales to project management/implementation. **Rating:** 4.5/5.0 stars **Reviewed by:** James F. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Flexible with implementation timeline and support of build **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** some limitations on connections from our business phones/lines to the contact center - the group did work through those and we came up with a solution, but Vonage has not created a clean path from their business phones to NVM yet. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Great for an omni channel solution especially if you utilize Salesforce **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Omni channel contact center with integration to Salesforce **Official Response from Jess Sidlowe:** > We're glad to hear that you had a good experience with Vonage, James. Giving our customers what they need to succeed is always top of our to-do list! Have a great day, The Vonage Team ### 13. A phenomenal partner for our business **Rating:** 5.0/5.0 stars **Reviewed by:** Tyler G. | Senior Manager, Customer Operations , Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Our account team at Vonage has a great understanding of our business and our needs. Mark and Danny will reach out when new things become available that will make a positive impact for us. They care about our success and go the extra mile to help up accomplish our goals. Their support teams are also very knowledgeable. I'm able to get quick answers to basic questions and thorough research completed on my complex issues. The Tier 2 agents ask good questions, up front, to ensure that they're able to research without a lot of initial back and forth. They've also called in a couple of Subject Matter Experts to really hone in on the root cause of an issue, as opposed to just the symptom. They've been a great resource for my internal Enterprise Applications team. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Some of their top support resources are not always working US business hours. Responses can be a little delayed. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** VCC is helping us to optimize and automate our IVR. We've been about to solve a number of concerns for keystone accounts by developing solutions with VCC. We've also been able to reduce organizational costs by consolidating multiple systems into VCC. We've been able to reconfigure our On Call system to leverage components of VCC. This allowed for us to make it exponentially easier to update and manage, as well as remove a costly subscription from our expenses. We have also work closely with Vonage to write a component that allows us to play specific messaging in the event of a product outage within our organization. This has allowed us to more quickly communicate these types of issues with our customers and increase our call deflection rate. ### 14. Has been a great fit for our business throughout the past 4+ years **Rating:** 5.0/5.0 stars **Reviewed by:** Rouel A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Integration with salesforce and ease of scalability was great for us since we were a small SaaS company in the beginning. Now that we have grown from less than 50 employees to over 100 in just the past year, scaling with Vonage was super easy. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The webrtc addon for chrome is buggy sometimes. this is the only issues that has come up for us, as it was tied to a change they had to account for with google chrome updats **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Just make sure you are open to trying new ways to create your existing workflows in Vonage, there's usually a simpler method they can employ. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Having a CTI tool that works with salesforce and can be customized to allow easy workflows for different teams. ### 15. Outdoor Power Equipment has a Voice **Rating:** 5.0/5.0 stars **Reviewed by:** Samantha T. | Quality and WFM Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The ease of moving people in and out of queues, the ability to create dashboards, the options to view as much or as little as desired. The ability to change statuses, see how long an agent has been in a status for and the reporting to show what activities were truly occurring. Vonage values the opinions and experiences of current users and that is conveyed with the interactions we are asked to be a part of. Whether it be speaking with a new or potential client or even being part of a panel discussion. Another part of the Vonage experience I like the best and find incredibly important is the relationship the Vonage team has built with us. We have built a strong relationship with our Customer Success Manager, who has been involved every step of the way, and I believe this speaks volumes to their dedication to our success. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The website is not mobile friendly and it would be beneficial for when an administrator is on the go or out of office attending to other business needs. Another dislike I have found is when there is a delay or change with how information is sent or communicated with Monet. As part a key part of our Verint Monet team, I heavily rely on the accuracy and continued communication between the two programs so when there is a disconnect, it largely affects what I do. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Have a team surrounding you who will be supportive and active in the decision to implement the change. Take advantage of any opportunity to speak to current users. Dont be afraid to ask questions or speak up for what your needs are or may be in the future state. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Being able to have our contact center agents move in and out of queues to meet our demand and volume has been instrumental in helping us meet our SLA's. Other benefits I have come to find include the relationships we have built with our Vonage team. Their knowledge and experience, along with their dedication and continued communication with our team has helped up reach goals and continue to improve. We have received opportunities to be included in pilot programs that have allowed us to test new features but then the team has helped us successfully implement many of them. ### 16. Meets our Current Needs **Rating:** 4.0/5.0 stars **Reviewed by:** Brandon L. | Manager of Sales Development, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** New Voice Media (Vonage Contact Center) integrates with Salesforce which was a huge driver and hard requirement for us when we were evaluating enterprise wide softphones. You can easily transfer calls and drop pre-recorded voicmails. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** We make a lot of calls through new voice media, typically over 1,000 calls per week in total on the sales side and we run into technical issues constantly. Usually restarting the computer or logging out of salesforce fixes it but can be a pain at times. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We use the softphone on the sales side and support side mainly and it allows us to track calls with timestamps and gives us the ability to not use hardware (physical phones) ### 17. Excellent tech & service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Seamless integration with salesforce is easy to use **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Caller display number not personable and so clients don't always answer **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** map out your use cases as it relates to the entire business and be clear on the efficiencies that will be gained **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Sales management - real time tracking of sales users activity. Business efficiency - quickly contacting our customer database and reporting this **Official Response from Jess Sidlowe:** > Thanks for taking the time to write a review. Hearing that we've made you happy gives us a warm feeling inside! We're here to help our customers succeed, and it always makes our day. Now we're talking! The Vonage Team ### 18. A Salesforce Integrated solution **Rating:** 4.0/5.0 stars **Reviewed by:** Jonny H. | Operations Director, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The ability to customise to suit your salesforce org. It fits within salesforce seamlessly and becomes part of your business ecosystem. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** It is one of the more expensive solutions on the market, but the value that it brings is worth the additional outlay. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Do your due diligence in the market. If you understand what they all do, you will know the limitations / abilities of NVM in advance of going into scoping. This helps with internal stakeholders. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Ability for the team to listen to their calls, to route incoming calls to the right teams / users & also to increase efficiencies & outputs. ### 19. Great platform with tons of possibilities **Rating:** 4.5/5.0 stars **Reviewed by:** Parker R. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Everything is laid out as expected. Easy to create an IVR and route accordingly. The WebRTC phone panel works great with Salesforce and can dynamically pop record data as the calls are presented to the agent. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** To be honest, the platform has been fantastic. There is nothing I would change from the platform side of things. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** The platform offers everything you need. Consider the options and pick what works best for you. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Data integration direct to Salesforce. Simplified our workflow down to one integration point. Call recordings are all managed on the Vonage platform and link directly to a record in Salesforce. ### 20. Wework transition to NVM **Rating:** 4.5/5.0 stars **Reviewed by:** Eric B. | Operations Senior Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** NVM provided an integrated global solution for our telephony needs. Their integration staff were experts and extremely helpful throughout the process. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** There were some technical limitations that made integrating NVM into our Salesforce a challenge but the team at NVM was able to resolve them with time. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Consolidating our phone vendors was a huge priority for us and NVM allowed us to do that globally and across business functions. We have better call quality, better reporting, increased functionality and more insight into the performance of our call centers. ### 21. We have an integration with Salesforce from over 5 yrs and our experience is quite good so far. **Rating:** 4.5/5.0 stars **Reviewed by:** Vikas S. | VP & IT Sr. Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Seamless integration with Salesforce with a good support team. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** At times we had complains about voice quality but support was always there to find and point out the problem and cause. We were able to solve the problem with good support. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Seamless integration with Salesforce with lot of value and admin control. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Opening of Salesforce customer page and previous issues raised by clients automatically during client contact. Second benefit we saw in automatic saving of history for audit or quality purpose of interaction. ### 22. Great Client Management **Rating:** 4.0/5.0 stars **Reviewed by:** Paul F. | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The relationship with Vonage is great, they're reliable with support and the account executive relationship is solid **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The call plan architecture is dated and is difficult to navigate, it feels like it is from the early 2000's, not now **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Ask questions, find its limits and then go beyond them, a system is only as good as its last implementation **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** The intelligent routing of customer calls to the appropriate teams and departments, through skill tagging and time-based routers, as well as prioritising call types based on the number dialled and the skill tag identified ### 23. Satisfied so far **Rating:** 4.0/5.0 stars **Reviewed by:** Michael D. | Senior Director, Member Services/Operations, Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Fast / clear / reliable / easy interface with salesforce **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Manager portal is a little clunky - really miss the ability to easily tier and prioritize calls to agent by rank and percentage **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** The team that built the system out for us was very thorough and patient - layout your goals and they will get you as close as they can **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Effectively managing inbound customer contacts through salesforce ### 24. Very good system as stand alone. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The call routing setup is fairly easy and so far stable. It's real call center system **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The integration with VBC is not there yet. It will be to have VCC and VBC integrated. Hope to see the two systems integrate in the future. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** If you plan to use it as stand-alone, meaning without Vonage business communications, it's a great system/product. But if you plan to use the Vonage call center with Vonage business communication as an integrated system and have one DID, it's not ready yet. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We're using it as a call center integrated with salesforce. we're reaching leads fast by creating different kinds of campaigns ### 25. A tool that just works **Rating:** 4.5/5.0 stars **Reviewed by:** Carmen W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Insightful Dashboards with components such as agents' availabilities and queues traffic really make an impact to Call Center Managers' success. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The phone IVR tree on the backend is dated. I understand that this is on their roadmap and I cannot wait to see its transformation. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** The audio transcription service was a game-changer. With Vonage (formerly NewVoiceMedia) Conversation Analyzer, we can categorize keywords from the transcription and add them to managers' dashboards for further review and/or agents' training. ### 26. The perfect CCaaS solution for any Enterprise **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** VonageCC is easy to use. We have an enterprise with over 500 VCC users and this solution is the life's blood of our Sales team. The SalesForce integration is super tight and a little bit of custom dev work allows us to capture all the meaningful Sales call data in our environment. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** I wouldn't say that implementation was difficult, but there are a lot of complex moving parts here. Without VonageCC professional services (thanks again, Scott Roney) , it would have taken us much longer to create the numerous complex call plans to address all of the languages/dialects that we support. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Definitely do your due diligence and check out other solutions. We vetted at least half a dozen options and VCC (NVM at the time) was the only viable candidate. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** With VonageCC we have given our Sales team a tool that they need to be successful. Our agents can be skilled and grouped to maximize their efficiency and to assure that our customers are delivered to the best possible resource. VonageCC is infinitely customizable and we can quickly make tweaks to address requests/issues brought up by the Sales organization. ### 27. Stable, effective and highly effecient. **Rating:** 5.0/5.0 stars **Reviewed by:** Adam J. | Enterprise (> 1000 emp.) **Reviewed Date:** May 20, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Vonage Contact Center has been the backbone of of Support platform for years and we can't imagine looking elsewhere. The visibility into client traffic, ease with which we can manage our teams and reliability have allowed us to focus on our customers, not our systems and structure. Beyond that the people and partnerships (our CSM Danny sets the bar for me for what a CSM can be) have truly been what differentiates them. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Transfers internally could be slightly smoother. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Visibility into staff. Beyond that, thi has allowed us to scale to th most efficient model possible while still delivering the answer times and quality of Support we are known for. ### 28. New Voice Media is a great partner **Rating:** 4.5/5.0 stars **Reviewed by:** Andy M. | Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** We have built a great relationship with New Voice Media over the past three years. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** We don't see enough innovation and improvement with regards to new features. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We use NVM for our IVR as well as the contact center connection with SalesForce. We have made drastic improvements in our IVR, and implementing the callback feature was very successful. ### 29. Easy to use Cloud PBX. Ongoing improvements that enable your contact centre more efficiently. **Rating:** 4.5/5.0 stars **Reviewed by:** Mark B. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Full control of call plans and routing. Seemless integration with Salesforce CRM. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Interaction Architecht design feels a little out dated. Some reprting tools need improving around some new features like the callbacks. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** New Skills routing and callback features have improved customer experience. Helped drive down any long queues on our inbound call times. ### 30. Cream of the Crop! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The reporting is superb than other applications. Technical support is 24x7 for assistance. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** There is nothing to report on dislikes. The product works well. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Get it! **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Efficient call flow. quick customer transactions. ### 31. Vonage review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The way Vonage integrates with Salesforce. James Doyle ( Senior Customer Success Manager) has provided a fantastic service over a number of years. He is incredibly supportive, knowledgeable and we love working with him. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The interface, especially interaction architect. Connect dialler logic isn't that straightforward to implement, partly the dialler works from account object rather than contact. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Call routing, announcements, production incidents, automation within a number of our processes. ### 32. Great Service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Fund-Raising | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Great customer service and technology roadmap. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Nothing; the customer success team and account management are always helpful. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** We are working towards increased efficiency in our supporter relationship and a better way of gaining insight into who our supporters are. ### 33. Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff M. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Helpful, Diligent, Detail Orientated. Attention to detail **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** Nothing to dislike. Danny is attentive and communication has been spot on. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Awareness. Team Effort. Reporting. Available Tools. Speaking the same language and in synch ### 34. Works well without fuss **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The platform is simple and works well without fuss. I rarely have issues with it or do our users. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** The portal used to administer users/settings is a bit clunky and unfriendly. Settings are hidden in strange places and are hard to find unless you know they are there. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** It allows us to call our customers and log the interaction on salesforce as a record. It also allows us to retrieve calls and listen if necessary. ### 35. Helpful Call Solution for Remote Sales Teams **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Dialpad functionality, call metrics, call recording, ability to coach team to improve customer service. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** We had to change our Salesforce instance so the calls would not be dropped. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** The biggest problem we solved was our lack of insight into sales team metrics - time on call, # disconnects, etc...This led us to enable our sales organization to be better on the phones. ### 36. Gives Complete Control in a high volume Call Center Environment **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2020 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** Ease of use and integration. really a good product **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** esoteric rules in product. some integration is difficult to configure **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** great product **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Linking all our incoming and outgoing call data to salesforce data ### 37. Not great for Outbound **Rating:** 1.5/5.0 stars **Reviewed by:** Kristie W. | Business Development Manaer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2019 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** I like that you can buy local phone numbers. I like the real estate it uses within Salesforce **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** MUST use Salesforce Lightening for it to work well. In Classic there are a lot of issues. It's hard to administer, particularly with multiple countries. We had a difficult implementation. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Might be better suited for inbound routing. You must use Salesforce Lightening for it to work properly. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Agents made calls more quickly. It's embedded in salesforce. It does record calls. ### 38. Still very new, but configures well with our workload. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2019 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** I like that NVM is great to merge with Salesforce and it brings up their contact in Salesforce every time we get an incoming call. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** It's still new so a few kinks here and there, like the wording is a little bit confusing to transfer a call. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Try it out! It's been working great so far **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Replacing a normal telephone to make calls more efficient ### 39. Great platform, Poor customer relations. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The Salesforce integration is fantastic and somewhat seamless **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** unfortunately, the setup of the platform itself is difficult for a novice to achieve without one on one help which isn't offered immediately **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Dedicate time to set things up. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** easy way to log calls on SF ### 40. Useful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2019 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The integration with Salesforce is nice and the dashboard is useful. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** There are some integration pieces that could be better with Salesforce and the way calls are logged. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** VOIP through Salesforce CRM ### 41. nvm **Rating:** 4.0/5.0 stars **Reviewed by:** Steve K. | manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2019 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** the ability to listen and shadow live calls and barge in as needed **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 **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** no **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** make a high volume of calls using the softphone for sales ### 42. NVM **Rating:** 4.5/5.0 stars **Reviewed by:** Scott S. | cpa, Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2018 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** I really liked the cadence feature and how easy the dialer was. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** I didnt like how you had to build custom reports for each rep. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** streamline sales touch points ### 43. nvw review **Rating:** 4.0/5.0 stars **Reviewed by:** Tom S. | sales rep, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2018 **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. **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** I dont like the fact that the dialer is very slow in lightening salesforce and would freeze from time to time. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** I used NVM to call a higher volume of customers and transfer live calls ### 44. Good program has kinks **Rating:** 2.0/5.0 stars **Reviewed by:** Trey T. | Key manager, Restaurants, Enterprise (> 1000 emp.) **Reviewed Date:** July 26, 2018 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The fact that all of my contacts information is stored to one place **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. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Learn and trial runs will assist with navigation of product **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Keeps points of contact at fingers reach. ### 45. Ok for Small and Medium Size Businesses **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2018 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The company tries 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. **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. **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** Ok for small businesses but enterprise companies many consider using a more established product. Company is trending in the right direction but some areas at different speeds than others. **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. ### 46. Seamless communication integration! **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2018 **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. **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. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Real estate cold calling ### 47. Sales Master **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** July 27, 2018 **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 **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. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** I am sorting through clients, to find the best sales appropriate decision. I have realized that It keeps things organized really well ### 48. New Voice Media **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2017 **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. **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. **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. **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 leves so that customers can be routed to our call center, and clients can be routed to support. ### 49. New Voice Media for Service Review **Rating:** 3.5/5.0 stars **Reviewed by:** Angel R. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2018 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** The reporting capabilities within salesforce **What do you dislike about Vonage Contact Center (formerly NewVoiceMedia)?** setting up special days in the IVR setup is difficult **Recommendations to others considering Vonage Contact Center (formerly NewVoiceMedia):** None **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** Before we used 8x8 and it did not have Salesforce reporting capabilities. NVM does ### 50. One of the SFDC old guard and still performing strongly. **Rating:** 4.0/5.0 stars **Reviewed by:** Simon W. | Platform Technical Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about Vonage Contact Center (formerly NewVoiceMedia)?** What I like about NVM is that 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. **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. **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. **What problems is Vonage Contact Center (formerly NewVoiceMedia) solving and how is that benefiting you?** A much more streamlined and integrated call centre experience. ## Vonage Contact Center (formerly NewVoiceMedia) Discussions - [What is Vonage VCC?](https://www.g2.com/discussions/what-is-vonage-vcc) - 1 comment - [View Vonage Contact Center (formerly NewVoiceMedia) pricing details and edition comparison](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+01%3A41%3A00+-0500&secure%5Bsession_id%5D=5f3a9a5f-28f5-46a7-b892-343cb16b3352&secure%5Btoken%5D=43e0e5cef966507b24012bccaa0992618c5328b79ada18d854983933093d6522&format=llm_user) ## Vonage Contact Center (formerly NewVoiceMedia) Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [EZLynx](https://www.g2.com/products/ezlynx-ezlynx/reviews) ## Vonage Contact Center (formerly NewVoiceMedia) Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Competition** - Competition Templates - Custom Competitions - Team Competitions - Simultaneous Competitions - Competition Adjustments - Awards and Incentives **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Text Messaging** - Bulk SMS - Two-Way Text Messaging - Text Scheduler - Automatic Replies - Automatic URL Shortening - MMS Marketing - Personalization - Transactional SMS - Link Shortening - SMS Messaging - Scheduled Messaging - Chat/Messaging - 2-Way Messaging **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Functions** - Call Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Agentic AI - Sales Gamification** - Autonomous Task Execution **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface **Integrations** - CRM Integration - Social Collaboration Integration **Contacts** - Personalization - Information Locater - Record Prospect Data - Contact Management **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Platform** - Reporting - User, Role, and Access Management - Enterprise Scalability - Data Import & Export Tools - Performance and Reliability **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking - AI/Machine Learning **SMS Platform** - Reporting - Marketing Automation - White Label - Text-to-Landline - Short Codes - API Integration - QR Codes **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration - Third-Party Integrations - Computer Telephony Integration **Additional Functionality** - Meeting Management - AI Copilot - Reminders - Recommendations - Lead Distribution - Workflow Management - Performance Management - Dashboard - Email Management - Lead Management - Activity Tracking - Email Templates - Third-Party Integrations - Customizable Fields - Sales Pipeline Management - Generative AI - Automatic Call Distribution - Call Monitoring - Lead Capture - Deal Management - Call List Management - Multi-Channel Communication - Call Recording - For Contact Centers - CRM - Data Management - Calendar Management - Chat/Messaging - Lead Qualification - API - Task Management - Interaction Tracking - Reporting & Statistics **Agentic AI - SMS Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Campaign Planning - Multi-Language **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management **AI Automation - SMS Marketing** - AI SMS **AI Content Generation - SMS Marketing** - AI SMS **Additional Functionality** - Campaign Scheduling - Reputation Management - Polls/Voting - Compliance Management - Customer Segmentation - Landing Pages/Web Forms - AI Copilot - API - Text-to-Win - Mobile Coupons - Natural Language Processing - Customizable Templates - Drip Campaigns - Contact Management - Activity Tracking - Communication Management - Reporting/Analytics - Keyword Tracking - Multi-Campaign - Mass Texting - Interaction Tracking - Alerts/Notifications - Consent Management - Engagement Tracking - Open Rate Tracking - Generative AI - Automated Responses - Reporting & Statistics - Templates - Survey Builder - Contact Database - Real-Time Notifications - Customizable Fields - Reminders - Mobile Alerts - Automated Scheduling - Campaign Management - MMS - Event Triggered Actions - Mobile Keywords - Audience Targeting - Activity Dashboard - Template Management - 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