Customer service contact centre

Your customers expect outstanding service, and you expect to give it to them — but that’s just the basics. Vonage's contact centre built for Salesforce lets your people deliver a personalised, engaging experience every time.
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Supervisor monitoring

Join an agent’s call or just listen in, and know who is available or on a call at any point
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Call recording

Aid training to replicate the best customer service within your business
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SLA optimizer

Automatically change routing decisions for all contact types based on how you’re performing
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Global office reporting

Know exactly what is happening in your business in real-time across the globe and identify your key performance trends

Vonage Contact Center for Service Cloud

Learn about Vonage Contact Center for Service Cloud - Omnichannel with voice, personalized experiences with Dynamic Routing, Journey Insights Builder and speech analytics solution Conversation Analyzer.

Vonage Contact Center for Sales Cloud: watch now

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INTELLIGENT IVR

Make personal calls work hard

Make every conversation a personal service.
  • Dynamic call routing, intelligent IVR and omnichannel capabilities mean customers reach the right place
  • Deep Salesforce integration means complete engagement histories, from every channel
  • Solve problems the first time, smooth tricky conversations, add insight to everyday queries and create customer experiences that set you apart
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OMNI-CHANNEL

Make clear connections

Customers feel better served when they feel truly heard.
  • Omnichannel capability, unparalleled communication infrastructure and exceptional voice quality let you handle crucial moments effortlessly
  • Make every customer feel like a VIP, across multiple channels
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CONVERSATION ANALYZER

Help everyone get it right, every time

Our integrated tools help make best practice your only practice.
  • Transcribes and analyses recordings automatically to see how your people are handling hot calls
  • Activity tracking and management tools help you identify, emulate and spread successful approaches
  • Gamification can get your people to push themselves to do their best on every call

Salesforce for Service Features

Omni-channel routing Route Vonage Contact Center, designed for Salesforce voice and Salesforce email, chat, SMS, video and social channels, together using the same business logic to provide a more consistent customer experience, boost operational efficiency and reduce contact centre headaches.
Intelligent routing Route incoming voice communications and Salesforce digital channels dynamically based on anything you know about a customer, including the product they bought, where they are in their contract or if they have an open support case.
Single global call plan Use a single global call plan to distribute your calls globally, consolidate administration and reporting, save time and more.
Click-to-dial and telephony Make it easy for reps to call customers using click-to-dial from within Salesforce, while integrating the telephony with your existing PBX or using WebRTC.
Coaching and call logging Monitor any conversation, whisper discreetly during it and easily access automatically logged call recordings.
User experience Salesforce users can have omnichannel conversations from within Salesforce, as well as set their availability across all channels, check queue activity and peek at peer presence.
Omni-channel analytics and reporting Use real-time customisable dashboards and wallboards, receive historical insights from within Salesforce reports and while using Einstein, and rely on the widest set of voice and Salesforce digital channels data pushed into Salesforce.
Speech analytics Conversation Analyzer transcribes, tags and analyses customer conversations, which are then automatically logged into Salesforce objects, like contacts, cases and custom objects.
Chatbot integration Improve the experience for customers stuck in chatbot conversations by using Vonage's Contact Centre, designed for Salesforce — and the same routing rules that govern your other channels — to route them carefully to the best available agents.

 

 

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