Cloud contact center features and capabilities you’ll love

Explore the full suite of scalable Vonage cloud contact center features. The rich solution set helps with performance management, integrates CRM channels, routes your customers intelligently, and optimizes your team. Together, these comprehensive, integrated cloud contact center features boost your sales and service through conversations and experiences.

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Full CRM integration

CRM customer data and insights help deliver personal and positive experiences.

Right data at the right time

Customized 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

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

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

Digital channels

Contact center email management Deliver consistent customer experiences across voice, email, chat, SMS, video, and social.
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Einstein Analytics Integration Link contact center data with Einstein Analytics to unlock hidden insights.
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

Voice

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

Leverage CRM data to make smart, dynamic routing decisions—and personalize the CX.

Global call plan Manage your call centers from a single point of control to consolidate operations and save time.
Global voice assurance Use the local telephony infrastructure to ensure call quality and positive customer experiences.
Intelligent IVR capabilities

Integrate customer data and CRM insights to intelligently route calls.

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CONTACT CENTER AI Help your live agents find the best answers faster with artificial intelligence built specifically for contact centers.
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Vonage Cadence

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

Workforce optimization

Agent Experience UX

Provide teams with the CRM tools and insights to help strengthen the agent experience.

Contact center call recording Record all inbound and outbound contact center calls for training, issue resolution, and more.
Contact center 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 Maximize productivity and customer service levels.

* Available with Salesforce only

Augment live agents with Vonage Contact Center AI
Our AI-driven speech recognition and analytics technology helps your live agents find the best answers faster with artificial intelligence built specifically for contact centers.
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Directly dial from your CRM

Remove misdials and shorten the time between calls to create more time for meaningful conversations.
  • Automatically log all activity and call recordings
  • CLID presents a local number when dialing
  • Auto-dialing based on CRM lists and campaigns
  • Conveniently track and report activities with CRM tools and dashboards
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Conversation Analyzer

Dive deeper into the conversation and discover new findings with Vonage Conversation Analyzer.
  • Einstein Analytics integration helps visually segment and analyze conversations
  • Speech-to-text transcribes and logs calls into CRM objects, such as contacts, cases, and custom objects
  • Automatic voice call analysis quickly spotlight trends and assess your team’s compliance and product knowledge
  • Easily pair transcripts and metrics to help better understand a conversation
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