Logo of Vonage Contact Center (formerly NewVoiceMedia)

Vonage Contact Center (formerly NewVoiceMedia)

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Company health

Employee growth
16% increase in the last year
Web traffic
18% decrease in the last quarter
Financing
May 2014 - $597M

Ratings

G2
4.1/5
(97)
Glassdoor
4.1/5
(1185)

Vonage Contact Center (formerly NewVoiceMedia) description

Vonage Contact Center is a cloud-based contact center software that helps businesses manage customer interactions across voice, chat, and other channels. It offers features like call routing, workforce management, and analytics, and integrates with popular CRM platforms such as Salesforce, ServiceNow, and Microsoft Dynamics 365. Vonage Contact Center is designed to help businesses improve customer satisfaction, boost agent productivity, and gain insights from customer interactions. Its focus on seamless integration and a consistent customer experience makes it a popular choice for businesses of all sizes.

Who is Vonage Contact Center (formerly NewVoiceMedia) best for

Vonage Contact Center, a cloud-based solution, seamlessly integrates with Salesforce to empower businesses to efficiently manage customer interactions across various channels. Users praise its robust call routing and helpful customer support. However, some find the interface complex and customization options limited. Best for medium-sized businesses in IT, finance, healthcare, and marketing.

  • Best for medium-sized businesses seeking enhanced customer interactions and streamlined workflows.

  • Ideal for businesses in IT, finance, healthcare, and marketing requiring robust CRM integrations.

Vonage Contact Center (formerly NewVoiceMedia) features

Type in the name of the feature or in your own words tell us what you need
Supported

Vonage Contact Center supports call routing with features like dynamic routing and IVR.
Supported

Vonage Contact Center supports call dispositioning, allowing agents to categorize and track call outcomes.
Supported

Vonage Contact Center supports listening to live calls for training and quality assurance.
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Vonage Contact Center supports queue management and call prioritization based on skills and SLAs.
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Vonage Contact Center offers seamless CRM integrations with platforms like Salesforce and Microsoft Dynamics 365.
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Vonage Contact Center offers advanced reporting and analytics, especially when integrated with Salesforce.

Vonage Contact Center (formerly NewVoiceMedia) reviews

We've summarised 85 Vonage Contact Center (formerly NewVoiceMedia) reviews (Vonage Contact Center (formerly NewVoiceMedia) G2 reviews) and summarised the main points below.

Pros of Vonage Contact Center (formerly NewVoiceMedia)
  • Seamless integration with Salesforce, enabling efficient call tracking and management within a unified platform.
  • Robust call routing and queue management capabilities, allowing for flexible call distribution and improved agent productivity.
  • Excellent customer support, consistently praised for responsiveness and helpfulness in resolving issues.
  • Easy implementation process, allowing teams to quickly get up to speed without extensive training.
  • Cost-effective cloud-based solution, reducing operational expenses compared to traditional on-premise systems.
Cons of Vonage Contact Center (formerly NewVoiceMedia)
  • The Vonage Contact Center interface can be complex and difficult to navigate, especially the Interaction Architect tool for designing call flows.
  • Limited customization options within the Salesforce integration, making it challenging to tailor features to specific workflows.
  • Inconsistent integration between Vonage Business Cloud (VBC) and Vonage Contact Center (VCC), particularly regarding statuses, hard phones, and extension dials/transfers.
  • Occasional bugs and freezing issues, especially within the Salesforce integration, sometimes requiring users to reboot their systems.
  • Reporting and dashboard features within Vonage Contact Center can be unintuitive and require significant upfront work to be useful.

Vonage Contact Center (formerly NewVoiceMedia) pricing

The commentary is based on 7 reviews from Vonage Contact Center (formerly NewVoiceMedia) G2 reviews.

Vonage Contact Center offers a cost-effective cloud-based solution with some users finding it a cheaper alternative. While some consider the pricing steep, others find it reasonable for the value provided by its robust features and excellent customer support.

See the Vonage Contact Center (formerly NewVoiceMedia) pricing page.

Vonage Contact Center (formerly NewVoiceMedia) alternatives

  • Logo of Dialpad Ai Voice
    Dialpad Ai Voice
    Better suited for a wider range of industries. Offers AI-powered features like call transcription and summaries. A more user-friendly interface, especially for smaller businesses seeking basic phone service. Integrates with Google Workspace, unlike Vonage Contact Center. However, note the negative sentiment around pricing.
    Read more
  • Logo of Zoom Contact Center
    Zoom Contact Center
    Better ease of use and implementation. A better fit for small to medium-sized businesses. More affordable.
    Read more
  • Logo of Broadvoice Cloud PBX
    Broadvoice Cloud PBX
    Better for small businesses in the USA seeking basic telephony. More affordable and simpler to use, but with more limited features and potential call quality issues. A Vonage Contact Center alternative.
    Read more
  • Logo of Dialpad Ai Contact Center
    Dialpad Ai Contact Center
    Better for smaller businesses. Offers AI-powered features like real-time call transcriptions and sentiment analysis. However, the AI can be inaccurate and the platform has limited reporting capabilities. Dialpad Ai Contact Center is growing slower and has more negative pricing sentiment.
    Read more
  • Logo of Natterbox
    Natterbox
    Better fit for smaller and mid-sized businesses deeply embedded in the Salesforce ecosystem. Provides a more streamlined Salesforce integration. Has slower momentum. Users report easier administration and better customer support but limited reporting and occasional call quality issues.
    Read more
  • Logo of Nextiva
    Nextiva
    Better for companies in highly regulated industries. A more unified platform with built-in communication tools. More positive pricing sentiment. Nextiva is a Vonage Contact Center (formerly NewVoiceMedia) competitor and alternative.
    Read more

Vonage Contact Center (formerly NewVoiceMedia) FAQ

  • What is Vonage Contact Center (formerly NewVoiceMedia) and what does Vonage Contact Center (formerly NewVoiceMedia) do?

    Vonage Contact Center (formerly NewVoiceMedia) is a cloud-based contact center solution that helps businesses manage customer interactions across multiple channels. It offers features such as call routing, workforce management, analytics, and CRM integrations, enabling improved customer satisfaction and agent productivity. It's a popular choice for businesses seeking a scalable and integrated platform.

  • How does Vonage Contact Center (formerly NewVoiceMedia) integrate with other tools?

    Vonage Contact Center integrates with popular CRM platforms like Salesforce, Microsoft Dynamics 365, and ServiceNow. This allows for a streamlined workflow, enabling agents to access customer data, track interactions, and manage communications efficiently from a central hub.

  • What the main competitors of Vonage Contact Center (formerly NewVoiceMedia)?

    Top alternatives to Vonage Contact Center include Dialpad, Zoom Contact Center, and Nextiva. These competitors offer similar features such as call routing, analytics, and CRM integrations, often with a focus on AI-powered enhancements for improved customer experience and agent productivity.

  • Is Vonage Contact Center (formerly NewVoiceMedia) legit?

    Yes, Vonage Contact Center (formerly NewVoiceMedia) is a legitimate cloud-based contact center solution. It offers robust features like call routing, analytics, and CRM integrations, particularly with Salesforce. Users praise its seamless Salesforce integration and robust call management.

  • How much does Vonage Contact Center (formerly NewVoiceMedia) cost?

    Vonage Contact Center does not publicly disclose pricing information. Contact their sales team for a customized quote based on your specific business needs and desired features.

  • Is Vonage Contact Center (formerly NewVoiceMedia) customer service good?

    Vonage Contact Center's customer service receives positive feedback. Users highlight the responsive and helpful support team, quick issue resolution, and valuable assistance during implementation. While some mention longer wait times, the overall sentiment towards customer service is favorable.

Reviewed by

MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.