Contact centre features and capabilities you'll love
Explore the full suite of scalable Vonage contact center features. The rich solution set helps with performance management, integrates Salesforce channels, routes your customers intelligently and optimises your team. Together, these comprehensive, integrated capabilities boost your sales and service through conversations and experiences.
Full Salesforce integration
Salesforce customer data and insights help deliver personal and positive experiences.
Right data at the right time
Customised dashboards provide an instant view of engagement histories.
Omnichannel
Quick routing to reach customers on their channels of choice.
Efficiency and the CX
Automated resources create time to address more complex customer concerns.
Performance management
Get your game on to motivate and reward employees.
Dive deeper into the conversation and discover new findings.
Resource the data you need through customised dashboards, wallboards and reports.
Integrate with Salesforce to deliver a secure contact centre data storage solution.
Salesforce digital channels
Deliver consistent customer experiences across voice, email, chat, SMS, video and social.
Link contact centre data with Einstein Analytics to unlock hidden insights.
Combine LiveAgent and chatbots, Salesforce channels and voice into a seamless experience.
Elevate the experience by addressing customer needs on their schedule and preferred platform.
Monitor chatbot conversations, identify long wait times and route to the best available agent.
Voice
Connect calls to the best available agent through skills-based routing, case-owner routing, etc.
Enjoy full CTI integration to automate dialling, capture metrics, launch targeted campaigns and more.
Leverage Salesforce data to make smart, dynamic routing decisions — and personalise the CX.
Manage your call centres from a single point of control to consolidate operations and save time.
Use the local telephony infrastructure to guarantee call quality and positive customer experiences.
Integrate customer data and Salesforce insights to route calls intelligently.
Help your live agents find the best answers faster with artificial intelligence built specifically for contact centres.
Workforce optimisation
Provide teams with the Salesforce tools and insights to help strengthen the agent experience.
Record all inbound and outbound contact centre calls for training, issue resolution and more.
Conduct on-the-spot coaching or review call recordings for further training.
Simplify quality management by integrating metrics directly into Salesforce.
Maximise productivity and customer service levels.
Directly dial from Salesforce
Remove misdials and shorten the time between calls to create more time for meaningful conversations.
- Automatically log all activity and call recordings
- CLID presents a local number when dialling
- Auto-dialling based on Salesforce lists and campaigns
- Conveniently track and report activities with Salesforce tools and dashboards
Conversation Analyzer
Dive deeper into the conversation and discover new findings with Vonage Conversation Analyzer.
- Einstein Analytics integration helps visually segment and analyse conversations
- Speech-to-text transcribes and logs calls into Salesforce objects, such as contacts, cases and custom objects
- Automatic voice call analysis, spotlight trends quickly and assess your team’s compliance and product knowledge
- Pair transcripts and metrics easily to help better understand a conversation
