# Vonage Contact Center Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Vonage Contact Center the right Call Center solution for you? Explore 70 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/104649/ContactWorld/reviews

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Vonage Contact Center

4.3 (70)

[View alternatives](https://www.capterra.com/p/104649/ContactWorld/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Vonage Contact Center

Ease of use

4.3

Customer Service

4.5

## Pros and Cons in Reviews

Von Varun P

Talent Acquisition SpecialistStaffing and Recruiting, 51 - 200 employeesUsed the software for: More than 2 years.

“Group Chats for internally and externally as well as it has multiple features added that helps us to not to think other tools.“

July 14, 2025

RF

Renato F

Software developerComputer Software, 51 - 200 employeesUsed the software for: 1-2 years.

“It lacks a better support for portrait mode.“

October 18, 2022

AP

Amitabh P

Technical support engineerInformation Technology and Services, 5,001 - 10,000 employeesUsed the software for: 1-2 years.

“Ease of integration with any ticketing tool with no much efforts.“

October 24, 2024

ZS

Zoey S

AssociateLaw Practice, 2 - 10 employeesUsed the software for: More than 2 years.

“I often call and never receive a message back so the problems I am having continue.“

October 31, 2022

PV

Paul V

Head of OperationsInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years.

“Vonage Contact Center is easy to use and reliable.“

December 8, 2024

dk

darya k

Sales ManagerRetail, 201 - 500 employeesUsed the software for: More than 2 years.

“the fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.“

August 13, 2022

## Showing most helpful reviews

Showing 1-25 of 70 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Von Varun P.  
Talent Acquisition Specialist  
Staffing and Recruiting  
Used the software for: 2+ years

### "Best Tool for International Calling & Texting"

July 14, 2025

5.0

It has been 2 years i am using Vonage and its a very great app and very easy to use for calling & texting internationally.

Pros

Group Chats for internally and externally as well as it has multiple features added that helps us to not to think other tools.

Cons

Phone App that is very easy to download and use. Sometimes i work remotely without having laptop and then i use Phone app to handle my work and connect with internal and external team and candidates.

Review Source

PV

Paul V.  
Head of Operations  
Information Technology and Services  
Used the software for: 1-2 years

### "Vonage Contact Center Is Reliable and Easy to Use"

December 8, 2024

5.0

The experience I have with Vonage Contact Center is exceptional.

Pros

I am impressed by the amazing capabilities of Vonage Contact Center. Vonage Contact Center is easy to use and reliable.

Cons

I do not dislike Vonage Contact Center at all. Vonage Contact Center has been exceptional.

Switched from

[RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/)[Zoom Contact Center](https://www.capterra.com/p/10016220/Zoom-Contact-Center/)[NFON Contact Center](https://www.capterra.com/p/10025865/Contact-Center-Hub/)[DNCScrub](https://www.capterra.com/p/175316/Contact-Center-Compliance/)[8x8 Contact Center](https://www.capterra.com/p/246510/ContactNow/)

I am impressed by how reliable Vonage Contact Center has been.

Review Source

Mike M.  
Sr Manager People Operations  
Education Management  
Used the software for: 2+ years

### "Great integration with Salesforce, but, not very user friendly and hard to manage"

May 26, 2022

3.0

Pros

It can do so much with routing when integrated with Salesforce. Very advanced features that are very useful

Cons

It is not very user friendly and takes a lot of time to implement and make any changes. It's hard to have managers own their own call centers and make any chances without the help of IT

Review Source

Jesse J.  
Support, Operations Manager  
Computer Software  
Used the software for: Less than 6 months

### "A great partner"

November 11, 2019

5.0

We were having multiple problems with our previous vendor. We made the decision to change to NVM and from the start this was an amazing tool for our agents.

Pros

The software is stable, easy to use and the support is amazing.

Cons

There are a few basic reports that they are lacking and they need a better Supervisor Dashboard

Alternatives considered

[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

Reason for choosing Vonage Contact Center

NVM had an easier implementation process and a better interface.

Switched from

[CXone Mpower](https://www.capterra.com/p/134775/inContact-Call-Center-Software/)

Our previous provider was unstable and had horrible support

Review Source

Jason L.  
  
  
Used the software for: 1-2 years

### "Expansion of current NVM to a new site"

January 27, 2017

5.0

We already had NVM at one of our global locations and needed a speedy implementation in a different country for our success team to support a new channel. The NVM team got it implemented in days and the support and training was excellent. We were fully up and running in no time and are making daily calls to customers and receiving support calls with no issues. I highly recommend NVM and their professional and courteous team.

Pros

Fast implementation Great Support Great training and a wealth of documentation online Customizable Easy to use and administer Constantly being developed.

Cons

Not seen any yet, though it may appear a bit dated visually.

Review Source

Ryan S.  
Membership Account Executive  
Computer Software  
Used the software for: 1-2 years

### "I'm always having to wait on NewVoiceMedia"

September 12, 2019

3.0

Pros

I like the face that NewVoiceMedia runs in the background and I don't have to think about it most of the time. Call transfers are top notch with the software. It is easy to change the number I'm ringing and the interface is simply enough.

Cons

I spend most of my day waiting on NewVoiceMedia to catch up with Salesforce. Salesforce might take 4 seconds to load a record. NewVoiceMedia will often take another 10 seconds on top of that before I can dial the number. I dislike the fact that the NewVoiceMedia window insists on popping up when I'm making a call. That is not helpful. There should be a way to keep it minimized indefinitely.

Review Source

VR

Verified Reviewer  
Project Manager  
  
Used the software for: 1-2 years

### "Project manager for implementing"

March 20, 2018

3.0

Converting all users to 1 phone system

Pros

Configures into Salesforce. Fairly easy to admin once you get rolling. Ability to port phone #s into the platform.

Cons

This is not a good solution for high volume inbound call centers. Tier 1 support is in Poland and they are not proficient in English. Takes a while to get your issues resolved. System lacks some basic functionality that PBX systems have by default.

Review Source

Raf H.  
Business Development Manager  
Financial Services  
Used the software for: Less than 6 months

### "Excellent service"

August 2, 2017

5.0

We had a few reporting issues at first which was resolved straight away.

Pros

It integrated easily to Salesforce and is simple to use. In the number of occasion where there have been any issues encountered these have been resolved quickly and efficiently with help from one of the customer rep.

Review Source

Angela E.  
Training Manager  
Gambling & Casinos  
Used the software for: Less than 6 months

### "Ticks the boxes is intuitive and has been deployed quite seamlessly. Support has been fantastic. "

October 20, 2017

5.0

Pros

Easy to use

Cons

Would be perfect if Skill Assignment was viewable by agent skill set and not by individual skill.

Review Source

NS

Nicholas S.  
Senior Accountant  
Accounting  
Used the software for: 6-12 months

### "Poor service and poor product overall"

March 15, 2019

3.0

In the end, we stropped using the service it was so bad.

Pros

Software was fine to be a basic phone system and software - when it worked.

Cons

The support was horrific and it took months to really get NVM to reply and help us. Our users experienced a TON of issues with quality and service.

Review Source

GB

Gram B.  
IT Manager  
Computer Software  
Used the software for: Less than 6 months

### "Not a fully baked solution"

December 10, 2016

3.0

The NVM product has some nice features but the overall system has proved to be clunky for us. The call flows are not easy to maintain and to scale. If you have a complex logic, then building these take a lot of time even for the NVM engineers themselves. Their Sales pushed pretty hard for the sale (even sent over donuts for the teams) but the product has a lot of improvements to be done still. The web based version of the phone was only available in US and not EMEA or APAC and we were not told that before we signed a contract with them. It does however, do all the basic things well. Call quality is good. Voicemail and routing works well but it is not too good when things get big or complex.

Pros

Call routing Call quality

Cons

Clunky Very difficult to administer.

Review Source

TD

Tiffany D.  
Sales Manager  
Computer Software  
Used the software for: Less than 6 months

### "Average tool for CTIs - check other vendors before signing"

December 9, 2016

2.0

We did not have a very positive experience with New Voice Media. We faced call connectivity issues from the beginning. The dispositioning of the calls was an issue. We did not get the type of reporting we expected it would give us in Salesforce. Their technical implementation specialist was very difficult to work with. He was not based locally. He also made some personal remarks about the team which was not very professional. Based on my experience, I will not recommend this tool. Sorry! :(

Pros

Can use your laptop as phone.

Cons

lacks reporting system issues not good support unprofessional attitude

Review Source

DA

Denise A.  
Retail Customer Care Manager  
Gambling & Casinos  
Used the software for: Less than 6 months

### "Easy to use and informative "

October 21, 2017

5.0

Ease of use, we moved and started to use software on the same day. All my team were able to master use in a very short period.

Pros

Makes our role easier by identifying the brand when a call comes through. The more you use the software the more you pick up.

Cons

Sky board can look a little muddled. Reports required some tweaking but resolved with the help of customer rep.

Review Source

NN

Neal N.  
N/A  
Sports  
Used the software for: Less than 6 months

### "Good usability and navigation"

August 29, 2017

5.0

I like the software in general there is nothing that disappoints me. It is a wonderful product that i would recommend to anyone to us in a call center environment.

Pros

The ease of navigation and reporting tools on individual agents to help build KPI packs for agent stats and the ability to pull given stats as and when required

Review Source

PB

Peter B.  
Customer Care Team Leader  
Retail  
Used the software for: Less than 6 months

### "Easy to use system, has worked well since day 1"

October 20, 2017

5.0

Pros

Reliability is excellent. Has been our most consistent piece of software since moving to our new office.

Cons

Caller ID display for outbound calls whilst having a customer on hold is an issue, displays customer number instead of department number.

Review Source

PD

Paul D.  
  
  
Used the software for:

### "Excellent Professional Service"

November 7, 2016

5.0

Working in the stock brokering industry, the change and business demand is perpetual. Solutions need to be instant and problems need to be resolved very quickly. New Voice Media provide a robust, enthusiastic and energetic service. Before I pick up the phone up the phone I have a feeling of confidence that they will be able to help. Having dealt with various vendors over a number of years, NVM stands tall. From the initial setup, to the on-going support and hand holding, they are very professional and joy to work with.

Review Source

MO

Michelle O.  
Team Leader  
Hospitality  
Used the software for: Less than 6 months

### "Intrepid Travel Review"

August 16, 2016

4.0

Great support from James Doyle when the system was set up and spent time with the team and took on fixing the phones when we had system errors.

Pros

Call listening, view calls waiting.

Cons

Lag in calls, transferring calls.

Review Source

LL

Lenny L.  
  
  
Used the software for:

### "A must for a Success Team"

January 27, 2017

5.0

We implemented NVM 8 weeks ago for our success team to make on-boarding calls and take support calls and the whole experience has been seamless. The representative from NVM provided support and training during the bedding in phase and he was excellent, and we were up and running within a few days. Fast, professional and supportive, NVM is a great product, stand-alone and also as an integration with Salesforce.

Review Source

JH

Jason H.  
  
  
Used the software for:

### "Sharp Development and Smooth Deployment!"

January 17, 2017

5.0

A great experience working with Customer support representative from NVM. I am responsible for training the sales team and Customer support representative was especially helpful providing the required information to enable our team to have the best possible start. In addition, the NVM Wiki is a fantastic resource. Thanks, NVM!

Review Source

TJ

Thibault J.  
  
  
Used the software for:

### "Team Lead Merchant and Technical support "

October 25, 2016

4.0

Great work from Russell Healey to get us set up. He became part of the team for a week and helped us pull this long due project to Fruition. Features are great so far, only con is the real time dashboard functionality and the little customization the widgets offer.

Review Source

RG

Ruth G.  
Head of Customer Services  
  
Used the software for:

### "Quick integration"

December 11, 2015

5.0

Simple and easy to use - we were able to launch within 2 weeks of signing the agreement. Everyone was responsive and helpful. It has given us real-time visibility and dynamic capabilities with our telephony we haven't previously had.

Review Source

LV

Layla V.  
Team Manager  
  
Used the software for:

### "Absolutely Great!"

January 4, 2016

5.0

Can not wish for anything more as a company, all we need easily accessible with a click of a button.

Review Source

GD

Gemma D.  
Senior Account Manager  
  
Used the software for:

### "NVM review"

April 30, 2016

5.0

The system is easy to use and the set up processs was clear

Review Source

AP

Amitabh P.  
Technical support engineer  
Information Technology and Services  
Used the software for: 1-2 years

### "Cloud Communication System"

October 24, 2024

5.0

Very premium and good cloud contact support, timely updates of incoming calls but need a option of desktop calling as well with mobile calling.

Pros

1\. Easy installation , usage and secure management. 2. Performance and realibility of product is superb. 3. Ease of integration with any ticketing tool with no much efforts.

Cons

1\. Little costly than expected. 2. Very limited features are available and noise quality needs to be worked on.

Review Source

dK

darya K.  
Sales Manager  
Retail  
Used the software for: 2+ years

### "Amazing call center software"

August 13, 2022

4.0

it has been an overwhelming and fruitful experience of using vonage for over 2 years now, serves the purpose of desk call centre and as well as a voip number which can be accessible from anywhere even while on the go travelling.

Pros

the fact that vonage is pretty easy to use , specially if you have a team of people and users within a number of 20-30 it can be an amazing tool at a friendly budget to meet your business needs.

Cons

The only downside of vonage is the cloud storage for recordings, however paying a additional fee can get you some more storage.

Review Source

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