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.

Vikas S.

VP & IT Sr. Project Manager

Small-Business (50 or fewer emp.)

9/1/2020

"We have an integration with Salesforce from over 5 yrs and our experience is quite good so far."

4.5/5

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

Seamless integration with Salesforce with a good support team. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

Seamless integration with Salesforce with lot of value and admin control. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Paul F.

Enterprise (> 1000 emp.)

5/19/2020

"Great Client Management"

4/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller

Michael D.

Senior Director, Member Services/Operations

Enterprise (> 1000 emp.)

9/1/2020

"Satisfied so far"

4/5

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

Fast / clear / reliable / easy interface with salesforce Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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

Effectively managing inbound customer contacts through salesforce Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Higher Education

Mid-Market (51-1000 emp.)

8/25/2020

"Very good system as stand alone."

4/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Carmen W.

Mid-Market (51-1000 emp.)

5/21/2020

"A tool that just works"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Media Production

Enterprise (> 1000 emp.)

5/19/2020

"The perfect CCaaS solution for any Enterprise"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Adam J.

Enterprise (> 1000 emp.)

5/20/2020

"Stable, effective and highly efficient."

5/5

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

Vonage Contact Center has been the backbone of our 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. Review collected by and hosted on G2.com.

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

Transfers internally could be slightly smoother. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Andy M.

Enterprise (> 1000 emp.)

5/18/2020

"New Voice Media is a great partner"

4.5/5

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. Review collected by and hosted on G2.com.

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

We don't see enough innovation and improvement with regards to new features. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller

Mark B.

IT Manager

Mid-Market (51-1000 emp.)

5/19/2020

"Easy to use Cloud PBX. Ongoing improvements that enable your contact centre more efficiently."

4.5/5

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

Full control of call plans and routing. Seamless integration with Salesforce CRM. Review collected by and hosted on G2.com.

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

Interaction Architect design feels a little outdated. Some reporting tools need improving around some new features like the callbacks. Review collected by and hosted on G2.com.