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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A Vonage expert will get back to you shortly. In the meantime, feel free to explore the new Vonage and how we're making communications more flexible, intelligent and personal so our customers can stay ahead.
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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
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.
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.
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.
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
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
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
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
Supervisor Interface
Monitor team performance in real time as you listen to or step in on customer calls — and provide ad hoc training as needed.Outbound Manual Dialling
Embed an on-screen dialler keypad so your agents can reach customers not in their contacts list.Configurable Agent Status
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.Agent Interface with Call Controls
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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