Say hello with a Vonage Contact Center

Fully integrate your CRM tools and business applications with your unified communications platform to prepare a personal response. Enjoy a host of contact centre features to minimise wait time, resolve issues quickly, generate best practices and boost the customer experience. Now when the call begins… you’ll have your customers at hello.
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Boost your unified communications

As an add-on offering to Vonage Business Communications (VBC), this contact centre option integrates with your UCaaS platform seamlessly to activate conversations everywhere. Learn about VBC
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Unite customers and employees

Reduce IT complexity to deploy advanced voice capabilities — such as IVR and skills-based routing — and empower your employees to quickly address customer needs.
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Track and report customer activity

Send post-call IVR surveys, measure abandonment rate, time to answer, wait time, call duration and more — and sync this CX data into your reporting dashboards.
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Manage your CX from anywhere

Optimise skills management, schedule IVR, build call flows graphically — even change permissions for agents, supervisors, groups and more — all through your web browser.
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Automatic Call Distribution (ACD)

Make personalised connections by routing callers to the best available agent. The ACD fully integrates with IVR for real-time CRM data dips and intelligent call routing.
  • SLA thresholds
  • Agent skills
  • Customer profile
  • Call centre data
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Interactive Voice Response (IVR)

Manage call flow by switching to self-service when call volumes are high, agents aren’t available or the customer prefers to self-manage.
  • IVR scheduling auto-switches during weekends, holidays and non-business hours
  • Use queued callback to keep customers from waiting on hold
  • Send IVR post-call surveys to collect customer feedback
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Reporting and analytics

Make better business decisions with real-time metrics and historical data.
  • Easily access advanced analytics
  • Create recurring custom reports
  • Download call details as a CSV file
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Call forwarding and recording

Extend your business hours and reach and schedule rules and recording parameters for your entire office.
  • Forward calls to a third party after the close of business
  • Conveniently password protect recordings
  • Distribute recordings through the admin portal

Contact centre features

Monitor team performance in real time as you listen to or step in on customer calls — and provide ad hoc training as needed.
Embed an on-screen dialler keypad so your agents can reach customers not in their contacts list.
Change the status of your agents to busy when they receive a call, dial out or step away from their desk. This minimises wait time and disruption for a better overall experience.
Put your agents in control of calls managed through the call centre, including recording, transfers, forwarding and more.
Contact Centre
Presenting Vonage Contact Center plus Vonage Business Communications
Watch a demo to see how this complete contact centre solution delivers better customer and agent experiences.
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