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 optimises 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

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

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.

Digital channels

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

Link contact centre data with 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

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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.

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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.

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.

* 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 dialling
  • Auto-dialling 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 analyse conversations
  • Speech-to-text transcribes and logs calls into CRM objects, such as contacts, cases and custom objects
  • Automatic voice call analysis, spotlight trends quickly and assess your team’s compliance and product knowledge
  • Pair transcripts and metrics easily to help better understand a conversation
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Talk to an expert.

UK free phone number: 0330 808 9348