Vonage Contact Center Reviews

User Rating

4.5/5 (Based on 104 Ratings)

Rating Distribution

Excellent
56.7%
Very Good
35.6%
Average
4.8%
Poor
1.9%
Terrible
1%

User Sentiments

Seamless Salesforce Integration, Reliable Call Quality, Customizable Call Routing, Comprehensive Reporting

Outdated Interface, Confusing Admin Portal, Limited VBC Integration, Occasional Technical Issues

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Review Summary

Users generally view Vonage Contact Center (formerly New Voice Media) as a robust, reliable solution for managing inbound and outbound calls, particularly in conjunction with Salesforce. They praise its ease of use, seamless Salesforce integration, and the ability to customize call flows. However, some users highlight limitations, including a dated user interface, clunky call architecture, and occasional technical issues. While customer support is widely commended, concerns regarding reporting capabilities and slow dialers are also raised. Overall, the platform offers valuable features, but users acknowledge a need for ongoing improvements and a more intuitive user experience.

Pros

VCC integrates seamlessly with Salesforce, simplifying sales processes
Provides robust call routing and management features for various needs
Offers efficient call logging and recording to improve training and performance

Cons

The backend interface can be clunky and difficult to navigate, requiring user training
Call plans can be complex to set up, requiring time and potentially professional services
Some users have complained about call quality and browser compatibility issues

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Reviews

Verified User in Marketing and Advertising

June 4, 2026 Source: G2.com

Integral Part of our Business

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

AI functionality is an added bonus to help speed up operations.

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

Solving the issue with silent calls/calls dropping.

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

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

IT is allowing the business to continue to grow while allowing us to smoothly handle the day to day.

Caprice R

June 3, 2026 Source: G2.com

I have had Vonage for years and had no issues

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

There are multiple things I really like. I can transfer my phone line to my cell phone, when I am not in the office. If someone says they called me, I can find their phone number through a filter within their system .

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

I don't have any complaints at this time. I am so happy I have had Vonage.

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

Easy to view your bill and any phone call received.

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

There is no problems solving with a phone company.

Shahajad k

December 16, 2025 Source: G2.com

If you want, I can suggest 10-50 more attention-grabbing alternatives for your review.

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

I like the improved omnichannel support, AI-powered insights, better Salesforce integration, and the modernized interface.

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

Some areas for improvement: occasional service instability, confusing admin UI, limited customization, less‑detailed reporting, and slower change rollout.

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

AI is primarily used for client communication, including chats and email correspondence. It significantly improves efficiency by saving time.

Verified User in Financial Services

December 3, 2025 Source: G2.com

Mature Product with Excellent Features and Support

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

.It’s a mature product w good support and lots of feature to solve my business sproblems

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

It’s a bit heavy and the support is a bit spread out on other projects and clients but still mature and problems get solved

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

Routing calls based on database info and basic calls

RoHiT C

December 1, 2025 Source: G2.com

User-Friendly and Reliable Communication with Outstanding Support

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

We at our work we use vonage as primary application for calling and text messages and it is very user friendly and easy to install. And the support is top notch

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

We are into service industry and we do 1000+ calls as a team and we mostly do cold callings and people tend to mark the number as spam so thats the only issue but if we take other applications we have an option where they whitelist the number for each 10 days so the connectivity will be good

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

In our company, we regularly send message blasts, allowing us to deliver up to 50 messages at once to our clients. The mobile application is user-friendly, making it easy to manage both calls and messages remotely, even when we don't have access to a PC.

Zeus Q

November 18, 2025 Source: G2.com

Vonage to have a smoother way of obtaining and providing information again to our clients Experience Oriented Service

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

.They are very thorough and provide an excellent customer service experience

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

Their response time sometimes could feel longer than we wanted to, not really something bad, rather this is our main client contact tool, so we need that up and running as much as possibl,e so if an issue arose, we would want it resolved as soon as possible as well

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

It gave our clients a better customer experience by providing steady and very stable incoming and outgoing calls , on cloud call recordings, and integrating other applications that mix very well with our

Von Varun P

August 20, 2025 Source: G2.com

Excellent International Calling Rates and High-Quality Sound & Reliability

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

Excellent International Calling Rates and High-Quality Sound & Reliability, MultiFeature-Rich Service, Works great in Phone, Report Making Feature.

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

Although there is no issue however from past week getting issue sending text messages but i beleive the problem will be solved soon as i trust on Vonage. I have been using since decade.

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

Customers experience smoother, faster interactions with businesses, and agents have the tools to resolve issues more efficiently without jumping between different systems. This improves overall customer satisfaction.

Vivek K

August 20, 2025 Source: G2.com

Great Platform for Voice & Video Calling and Texting to USA

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

The best i would say the mobile app. It is very easy to set up and easy to use because on weekend we usually not have time to open our laptop so the mobile app gives you freedom to access Vonage anytime & anywhere.

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

I had an issue with texting as sometimes our messages not delivered.

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

It helps us to have effective and clear communication with candidates by video, voice and chats and also for group calling and file sharing. I have used multiple similar tools but found Vonage is really awesome in terms of multiple features added.

Akanksha M

July 10, 2025 Source: G2.com

Great App to Connect International Applicants

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

The best about Vonage is its mobile app. It is very easy to set up and use it anytime from anywhere.

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

I faced some technical difficulties while sending text to US candidates but rest all is good.

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

It is helping to connect with my applicants in a Realtime and helping me close my onboarding targets with easy calling and texting features.

Erik S

May 31, 2025 Source: G2.com

Awesome Professional Servie Engagement!

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

Easy to use and flexible UI + Great Support!

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

Needs better reporting features. They only have canned reports. I don't see any way to build reporting from scratch. Maybe I am looking in the wrong place.

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

Flexible cloud based ACD for an all remote user base.

Vonage Contact Center Reviews

User Rating

Rating Distribution

User Sentiments

Do You Use Vonage Contact Center?

Review Summary

Pros

Cons

Verified User in Marketing and Advertising

Caprice R

Shahajad k

Verified User in Financial Services

RoHiT C

Zeus Q

Von Varun P

Vivek K

Akanksha M

Erik S

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