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- Connect-vs-Vonage Contact Center (formerly NewVoiceMedia)
Compare Amazon Connect and Vonage Contact Center (formerly NewVoiceMedia) 
At a Glance
Market Segments
Mid-Market (51.9% of reviews)
Mid-Market (51.1% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Amazon Connect
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (51.9% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Amazon ConnectVonage Contact Center (formerly NewVoiceMedia)
Star Rating
(96)4.1 out of 5
Market Segments
Mid-Market (51.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Vonage Contact Center (formerly NewVoiceMedia)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Vonage Contact Center excels in its call routing capabilities, with a score of 8.9, allowing for efficient management of incoming calls. In contrast, Amazon Connect shines with a higher score of 9.2, particularly noted for its IVR system, which reviewers say enhances customer experience through effective self-service options.
- Reviewers mention that Amazon Connect offers superior ease of use with a score of 9.3, making it more accessible for new users. In comparison, Vonage Contact Center's score of 8.1 indicates that while it is user-friendly, it may require a steeper learning curve for some users.
- G2 users highlight the performance analysis features of Vonage Contact Center, scoring 8.0, which provide valuable insights into call metrics. However, users on G2 note that Amazon Connect's advanced reporting capabilities, with a score of 8.9, offer more comprehensive analytics that help in decision-making.
- Users say that Vonage Contact Center's agent scheduling and assignment features, scoring 7.8, are functional but could be improved. In contrast, Amazon Connect receives a score of 9.4, with reviewers mentioning its robust scheduling tools that enhance workforce management.
- Reviewers mention that Vonage Contact Center's quality of support is rated at 8.3, which is satisfactory but not exceptional. Conversely, Amazon Connect's support is rated higher at 8.9, with users reporting quicker response times and more effective resolutions to issues.
- Users report that both platforms offer multi-channel coverage, but Amazon Connect stands out with a score of 9.0 for its social media integration, while Vonage Contact Center scores 8.1, indicating that it may not be as comprehensive in this area.
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Pricing
Entry-Level Pricing
Amazon Connect
No pricing availableVonage Contact Center (formerly NewVoiceMedia)
No pricing availableFree Trial
Amazon Connect
Free Trial is available
Vonage Contact Center (formerly NewVoiceMedia)
No trial information availableRatings
Meets Requirements
9.2
44
8.4
75
Ease of Use
9.3
45
8.3
77
Ease of Setup
9.2
17
8.3
55
Ease of Admin
9.2
16
7.6
34
Quality of Support
9.0
35
8.5
68
Has the product been a good partner in doing business?
9.0
15
8.7
33
Product Direction (% positive)
8.2
39
7.8
75
Features by Category
Competition
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Employee Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
8.1
12
|
Verified
Not enough data
8.2
10
|
Verified
Not enough data
7.9
11
|
Verified
Agent Tools
Not enough data
8.3
11
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
8.2
11
|
Verified
Not enough data
8.8
12
|
Verified
Automation
Not enough data
8.0
10
|
Verified
Not enough data
7.7
10
|
Verified
Not enough data
8.0
11
|
Verified
Not enough data
8.3
10
Not enough data
8.2
12
|
Verified
Text Messaging
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
8.3
6
Not enough data
9.2
6
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
9.2
6
Not enough data
9.2
6
SMS Platform
Not enough data
9.4
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
9.7
6
Not enough data
8.9
6
Not enough data
9.7
6
Channels
Not enough data
8.6
12
Not enough data
8.3
13
Not enough data
8.6
11
Design
Not enough data
8.8
12
Not enough data
8.0
11
Not enough data
8.2
13
Not enough data
8.6
13
Not enough data
9.2
13
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Channels
9.4
16
|
Verified
9.0
27
|
Verified
9.0
14
7.5
16
|
Verified
9.4
14
|
Verified
7.9
17
|
Verified
Feature Not Available
7.7
17
9.1
15
8.4
17
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Functions
9.1
33
|
Verified
8.6
29
|
Verified
9.0
33
|
Verified
8.7
28
|
Verified
8.9
29
|
Verified
8.9
25
|
Verified
8.7
15
|
Verified
Feature Not Available
8.9
16
Feature Not Available
9.3
14
9.1
23
|
Verified
9.4
14
|
Verified
8.3
25
|
Verified
9.2
15
|
Verified
8.9
22
|
Verified
Administrative
8.8
27
8.3
25
|
Verified
9.2
24
|
Verified
8.4
31
|
Verified
8.9
30
|
Verified
8.6
31
|
Verified
9.3
16
8.8
25
|
Verified
9.4
12
8.1
20
|
Verified
Workforce Management
Not enough data
9.3
9
|
Verified
Not enough data
8.9
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
9.1
9
|
Verified
Not enough data
8.8
8
Administration
Not enough data
8.2
10
|
Verified
Not enough data
8.9
9
|
Verified
Not enough data
9.2
10
|
Verified
Not enough data
8.2
10
|
Verified
Not enough data
8.0
10
|
Verified
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Feature Not Available
Phone Number Management
Not enough data
8.5
23
Not enough data
8.5
25
Not enough data
8.5
27
Tracking
Not enough data
8.3
16
Not enough data
8.0
17
Not enough data
8.8
18
Analytics
Not enough data
9.1
25
Not enough data
9.0
26
Not enough data
8.7
22
Not enough data
8.2
17
Call Routing
Not enough data
8.5
24
Not enough data
8.5
21
Not enough data
8.3
19
Administration
Not enough data
7.7
17
Not enough data
8.5
25
Not enough data
8.5
25
Calling
Not enough data
8.7
37
|
Verified
Not enough data
8.2
28
|
Verified
Not enough data
8.6
32
|
Verified
Not enough data
8.9
38
|
Verified
Contacts
Not enough data
8.2
29
|
Verified
Not enough data
8.3
28
|
Verified
Not enough data
8.6
26
|
Verified
Insights
Not enough data
8.0
29
|
Verified
Not enough data
8.2
31
|
Verified
Not enough data
8.6
29
|
Verified
Not enough data
8.1
25
Not enough data
8.3
24
|
Verified
Categories
Categories
Shared Categories
Amazon Connect and Vonage Contact Center (formerly NewVoiceMedia) are categorized as Contact Center
Unique Categories
Amazon Connect has no unique categories
Vonage Contact Center (formerly NewVoiceMedia) is categorized as Customer Communications Management, Speech Analytics, Auto Dialer, Outbound Call Tracking, Inbound Call Tracking, Sales Gamification, Contact Center Workforce, Call Center Infrastructure (CCI), and SMS Marketing
Reviews
Reviewers' Company Size
Amazon Connect
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Vonage Contact Center (formerly NewVoiceMedia)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
19.2%
Information Technology and Services
11.5%
Financial Services
11.5%
Insurance
9.6%
Banking
7.7%
Other
40.4%
Information Technology and Services
14.1%
Computer Software
14.1%
Marketing and Advertising
8.7%
Staffing and Recruiting
7.6%
Outsourcing/Offshoring
6.5%
Other
48.9%
Most Helpful Reviews
Amazon Connect
Most Helpful Favorable Review
Jared M.
Verified User in Computer Software
It always works. Had other systems that time out or are hard to hear. It's stable and easy.
Most Helpful Critical Review
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Vonage Contact Center (formerly NewVoiceMedia)
Most Helpful Favorable Review
Verified User in Law Practice
Without Vonage our business would've been dead in the water during COVID-19. Vonage has allowed our business to remain fully open without any interruption due to COVID. It was a relatively smooth launch and our initial representative from New Voice Media...
Most Helpful Critical Review
Verified User in Computer Software
Its okay, nothing really special. Nothing bad though.
Jared M.
Verified User in Computer Software
It always works. Had other systems that time out or are hard to hear. It's stable and easy.
Verified User in Law Practice
Without Vonage our business would've been dead in the water during COVID-19. Vonage has allowed our business to remain fully open without any interruption due to COVID. It was a relatively smooth launch and our initial representative from New Voice Media...
Verified User in Computer Software
We use third party for sip trunks we should have those features with AWS
Verified User in Computer Software
Its okay, nothing really special. Nothing bad though.
Alternatives
Discussions
when i merge a call and hang up does it hang up on everyone? how do i just transfer my call instead of merging it and then hanging up?
1 comment
YB
You can merge the calls together, then you are able to disconnect and they will still be on with each otherRead more
What is Amazon Connect used for?
1 comment
UT
A cloud-based contact center with low cost and scalable resources.Read more
What is Vonage VCC?
1 comment
TW
Through a series of acquistions Vonage CC is essentially their improoved version of NewVoice Media. Strong Salesforce integration with some newer AI...Read more
Vonage Contact Center (formerly NewVoiceMedia) has no more discussions with answers
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