Omni-channel contact centreWhen customers go about their days over text, phone, online and more — what’s the best way to reach them? Everywhere. They demand omnichannel service on their terms and schedule across every platform. Learn how the Vonage Contact Center, designed for Salesforce, delivers a host of omnichannel marketing solutions — including full Salesforce integration — to boost customer experiences.
Deliver an omni-channel experienceOffer a seamless, integrated omni-channel customer experience. Utilise voice and digital channels, while enabling intelligent routing capabilities across all digital channels— SLA based, skills-based, personalised
Boost ROI on your Salesforce investmentPerform all your operations within your Salesforce instance - allowing you to use Salesforce as the single source of truth for all customer interactions
Increase operational efficienciesUtilise a single business logic for channels for customer interaction routing across all channels, leverage omni-channel statistics and manage and administer pooled resources
Deliver the right omni-channel experienceVonage Contact Center for Salesforce Omni-Channel is a solution designed to deliver a consistent customer experience across all Salesforce digital channels and your contact center voice channels.
- Route all your channel interactions in an integrated and unified manner
- Empower digital and voice agents uniformly
- Manage KPIs across all customer interaction channels
- Support for voice, e-mail, Live Agent, Web Chat, Live Message, SMS, Video Chat, SOS and social channels
- Salesforce as the Agent Desktop
- Omni-Channel statistics and reporting
Let great conversations flowThe Vonage contact center solution fully integrates with Salesforce.
- Seamlessly address digital and voice customer interactions
- Instant, updated view of customer engagement histories
- Data access helps initiate a personal response
- Easily use Einstein AI analytics to optimise CRM across all channels
Omni-channel contact center features
MonitorCheck service levels in real time, with dynamic routing and rule management for contact handling.
PrioritiseCombine segments and context for proper prioritisation.
ControlLet customers enjoy self-service options and automated answers to common questions.
LinkShare key Salesforce customer insights across channels.
“Companies with the strongest OmniChannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak Omni-Channel strategies.”
— The Aberdeen Group (via annexcloud.com)
Vertafore Uses Vonage Omni-Channel to Revolutionise Contact Centre
Learn how the Vonage Omni-channel integration helped Vertafore take their customer service to the next level.