Integrate your CRM and IVR system to launch Intelligent, Dynamic IVR

The Vonage Contact Center, designed for your CRM integrates your customer data with insights to route calls intelligently through your IVR phone system. This helps you anticipate customer needs and deliver memorable experiences.

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Connect

Use your CRM data to make the personal connection, while callers enjoy flexible IVR menu options based on CRM data and call histories

Own

Allow customers to self-direct by entering an existing case number - helping route them to the right agent, faster

Manage

Maximise the customer experience by allowing customers to request a callback, while your CRM routes customer data to the agent making the callback

Self-Serve

Customers can intuitively answer questions, connecting them to the right agent - while allowing your teams to handle larger call volumes without additional staff

Self-direct with dynamic IVR technology

Customers often want to minimise their time on the phone, particularly when they know exactly what they need. Whether it's finding out their credit balance, the status of a package, or paying a bill or purchasing a product, with Vonage Contact Center, they won't have to wait in a queue to speak to an agent if they don't have to.

Connect Vonage Contact Center to your back-end web services, allowing your customers to access the information they want and reducing the number of calls your agents field on recurring requests
Your team gets an early indication of customer needs to better prepare
We can even process agentless card payments over the phone with our PCI-DSS compliant solution that communicates directly with your payment gateway to keep your customers’ details safe and their experience effortless

Zero agent touch

A major petrochemical company uses Vonage Contact Center for Salesforce to simplify its global supply chain to gas stations. Through enabling store managers to record fuel tank readings via intelligent IVR, the organisation eliminated the need for any agents to handle this contact. Now managers dial the number, enter the reading and the IVR writes the reading back into their Salesforce instance – with zero agent touch.

Guide callers through to agents
Personalise IVR options and messages depending on who is calling
Offer callbacks, give information and take PCI compliant payments
Find out what your customers truly think with surveys that feed directly into your CRM