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.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

5/20/2020

"Vonage review"

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Fund-Raising

Mid-Market (51-1000 emp.)

8/25/2020

"Great Service"

4.5/5

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

Great customer service and technology roadmap. Review collected by and hosted on G2.com.

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

Nothing; the customer success team and account management are always helpful. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Jeff M.

Mid-Market (51-1000 emp.)

6/2/2020

Business partner of the seller or seller's competitor, not included in G2 scores.

"Manager"

4.5/5

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

Helpful, Diligent, Detail Orientated. Attention to detail Review collected by and hosted on G2.com.

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

Nothing to dislike. Danny is attentive and communication has been spot on. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Oil & Energy

Mid-Market (51-1000 emp.)

5/19/2020

"Works well without fuss"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Verified User in Online Media

Mid-Market (51-1000 emp.)

4/29/2020

"Helpful Call Solution for Remote Sales Teams"

3.5/5

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. Review collected by and hosted on G2.com.

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

We had to change our Salesforce instance so the calls would not be dropped. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Insurance

Mid-Market (51-1000 emp.)

5/21/2020

"Gives Complete Control in a high volume Call Center Environment"

4.5/5

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

Ease of use and integration. really a good product Review collected by and hosted on G2.com.

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

esoteric rules in product. some integration is difficult to configure Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite on behalf of seller

Kristie W.

Business Development Manaer

Mid-Market (51-1000 emp.)

7/25/2019

"Not great for Outbound"

1.5/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Marketing and Advertising

Mid-Market (51-1000 emp.)

10/31/2019

"Still very new, but configures well with our workload."

4.5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Validated ReviewerIncentivizedSource: G2 invite

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

9/5/2019

"Great platform, Poor customer relations."

3/5

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

The Salesforce integration is fantastic and somewhat seamless Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.