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Cloud contact centre features and capabilities you’ll love

Explore the full suite of scalable Vonage cloud contact centre features. The rich solution set helps with performance management, integrates CRM channels, routes your customers intelligently and optimises your team. Together, these comprehensive, integrated cloud contact centre features boost your sales and service through conversations and experiences.
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image that represents Vonage Contact Center integration with Salesforce, ServiceNow, and Microsoft Dynamics

Full CRM integration

CRM 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

Monitor and motivate performance with integrated features.

Digital channels

Link live agents, chatbots, analytics and more.

Voice

Find the routing options to meet your call centre needs.

Workforce optimisation

Improve team efficiency with enhanced tools and techniques.

Performance management

Contact centre gamification Get your game on to motivate and reward employees.
Conversation analyser Dive deeper into the conversation and discover new findings.
Dashboards and reporting Resource the data you need through customised dashboards, wallboards and reports.
CRM data storage

Integrate with your CRM to deliver a secure contact center data storage solution.
Analytics Integration

Link contact centre data with Analytics to unlock hidden insights.

Digital channels

Contact centre email management Deliver consistent customer experiences across voice, email, chat, SMS, video and social.
LiveAgent capabilities

Combine LiveAgent and chatbots, CRM channels and voice into a seamless experience.
Omnichannel contact center* Elevate the experience by addressing customer needs on their schedule and preferred platform.
CRM chatbot integration Monitor chatbot conversations, identify long wait times and route to the best available agent.
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Visual Engagement

Two-way video and screen sharing fully integrated into the contact center
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Webchat

Provide an intuitive digital channel to increase agent efficiency and engage more customers quickly—all to add contact centre capacity.

Voice

Automatic call distributor Connect calls to the best available agent through skills-based routing, case-owner routing, etc.
Dialler capabilities Enjoy full CTI integration to automate dialling, capture metrics, launch targeted campaigns and more.
Dynamic call routing

Leverage CRM data to make smart, dynamic routing decisions — and personalise the CX.
Global call plan Manage your call centres from a single point of control to consolidate operations and save time.
Global voice assurance Use the local telephony infrastructure to guarantee call quality and positive customer experiences.
Intelligent IVR capabilities

Integrate customer data and CRM insights to intelligently route calls.
Featured
CONTACT CENTRE AI Help your live agents find the best answers faster with artificial intelligence built specifically for contact centres.
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Vonage Cadence

Give your sales and service teams an efficiency boost by configuring outbound communications and automating common steps.
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AI Virtual Assistant

Add conversational AI across the customer journey and enhance the self-service experience by engaging callers in natural language.

Workforce optimisation

Agent Experience UX

Provide teams with the CRM tools and insights to help strengthen the agent experience.
Contact centre call recording Record all inbound and outbound contact centre calls for training, issue resolution and more.
Contact centre coaching Conduct on-the-spot coaching or review call recordings for further training.
Quality management

Simplify quality management by integrating metrics directly into your CRM.
Workforce management Maximise productivity and customer service levels.
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Screen Recording

Identify and resolve agent journey productivity issues that impact the customer experience.

* Full omnichannel available with Salesforce only. Webchat and Visual Engagement (video and screen sharing) channels are available for Microsoft Dynamics and ServiceNow

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