Vonage Contact Center (formerly NewVoiceMedia)
Auto dialer software
Outbound call tracking software
Sales acceleration software
Sales gamification software
SMS marketing software
Call center infrastructure (CCI) software
Contact center software
Contact center workforce software
Speech analytics software
Customer communications management software
Call & contact center software
Call recording software
Sale tracking software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Vonage Contact Center (formerly NewVoiceMedia)
Vonage Contact Center (formerly NewVoiceMedia) is a cloud contact center platform used to manage inbound and outbound customer interactions across voice and digital channels. It is commonly deployed by customer service, support, and sales teams that need call routing, agent tools, reporting, and quality management. The product is known for its CRM-centric approach, particularly integrations that embed telephony and interaction data into systems such as Salesforce. It is delivered as a cloud service and is part of Vonage’s broader communications portfolio.
Strong CRM integration focus
The platform is designed to work closely with CRM workflows, with deep integration patterns that reduce context switching for agents. It can log calls and interaction outcomes back to the CRM for reporting and follow-up. This is useful for organizations that run service and sales processes primarily from the CRM interface. It also supports screen-pop and data-driven routing based on CRM attributes.
Enterprise contact center capabilities
Vonage Contact Center supports core contact center functions such as skills-based routing, IVR, queue management, and agent desktop tools. It includes quality management features such as call recording and tools that support coaching and compliance workflows. Reporting and dashboards help supervisors monitor performance and service levels. These capabilities align with requirements beyond basic dialer or calling tools.
Cloud deployment and scalability
As a cloud service, it supports distributed teams and remote agents without on-premises infrastructure. Administrators can manage users, queues, and routing policies centrally. The platform can be used for multi-site operations and scaled as staffing changes. This model fits organizations that want to standardize contact center operations across regions.
Complexity for small teams
The product’s contact-center breadth can be more than what small sales teams need if their primary requirement is simple outbound dialing and SMS. Implementation typically involves routing design, CRM configuration, and operational setup. That can increase time-to-value compared with lighter-weight calling tools. Ongoing administration may require dedicated contact center operations support.
Advanced analytics may require add-ons
While it supports reporting and recording, deeper speech analytics and advanced workforce optimization functions are not always included as standard in every package. Organizations may need additional modules or integrations for capabilities like sophisticated speech/interaction analytics, forecasting, and automated quality scoring. This can affect total cost and procurement complexity. Buyers should validate which analytics and WFM features are native versus optional.
Vendor ecosystem and roadmap dependency
The product sits within Vonage’s broader communications portfolio, and some capabilities depend on how Vonage packages channels and integrations. Customers can become reliant on Vonage’s supported integrations and release cadence for CRM and channel updates. If an organization needs highly customized routing, data models, or niche channel support, it may require professional services or third-party tooling. This can introduce vendor dependency for ongoing changes.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Priority | Custom pricing — Get your quote / Contact sales | Announcement Place in Queue; Analytics, reporting & dashboards; Screen pops; Call recordings; Disaster recovery & emergency call routing; IVR, skills-based routing, SLA optimizer; Post-call quality rating; Priority call handling; Personal queues; Single sign-on; Dialer & omnichannel capabilities. (Official page requires contacting Vonage for a quote.) |
| Premium | Custom pricing — Get your quote / Contact sales | Dynamic & multilingual announcements; Dynamic routing; Queued callback; Whisper coaching; Post-call surveys; APIs (Agent Availability, Authentication, Reporting, Interactions, User Admin); includes additional CX/agent features vs Priority. (Official page requires contacting Vonage for a quote.) |
| Intelligent Workspace package | Price | Key features & notes |
| Digital-Only | From $20 per agent/month | Digital-only channels; lower-cost option listed on Vonage site. Minimum billing tiers apply (8 agents minimum). |
| Basic | $35 per agent/month | Channels: Email, webchat. Includes real-time transcription, sentiment analysis (as described on Vonage resource page). Minimum billing tiers apply (8 agents minimum). |
| Advanced | $75 per agent/month | Channels: Email, webchat, SMS, WhatsApp. Includes full agent assist (suggestions, KB lookup, summaries). Minimum billing tiers apply (8 agents minimum). |
Notes: The Vonage Contact Center plans page (Priority/Premium) on the official site does not list public prices and directs prospective customers to "Get your quote" / contact sales. Several add-on options are listed on the official product pages (Speech Analytics, Virtual Assistant, Workforce Management, Post-Call Surveys, Gamification, Visual Engagement, Screen Recording, Integrated UC/CC Experience, Web & Mobile Chat, CRM integrations).
Seller details
Vonage Holdings Corp.
Holmdel, New Jersey, United States
2000
Private
https://www.vonage.com/
https://x.com/vonage
https://www.linkedin.com/company/vonage
