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How to Improve Agent Productivity With Multiple Voicemail Drop

This article was published on February 2, 2023

Voicemail drop has been a Vonage Contact Center feature for many years. When making an outbound call — if the agent is connected to a voicemail, answering machine, or a customer — the agent can click to drop a prerecorded message. The agent can then hang up the phone and immediately move to the next call or task. The outbound call continues until the message has finished playing and then disconnects.

Illustration of a person, with a headset, in front of a computer. This depicts the multiple voicemail drop feature of Vonage Contact Center.

What Is Vonage Contact Center Multiple Voicemail Drop?

The voicemail drop feature has been updated so that agents can upload or record up to 50 voicemail messages, then choose which one to drop for each specific customer. They can optionally set one of the messages as the default. Additional parameters include:

  • Maximum length of uploaded message is five minutes, in a WAV format with the .wav extension
  • Message recordings must use a sample rate of 8 kHz
  • Maximum length of a message using ContactPad is five minutes

How Does Multiple Voicemail Drop Work?

When making an outbound call — if the agent is connected to a voicemail, answering machine, or a customer — the agent can choose which message to drop from a dropdown list, or click to use the default message. The agent can then hang up the phone, and the outbound call continues until the message has finished playing and then disconnects.

Why Do Customers Like Multiple Voicemail Drop?

Contact centre agents making large numbers of outbound calls will frequently hit a voicemail box or answering machine, rather than a live human. Leaving an individual bespoke message is not only time consuming, but there’s the risk of not including everything needed for a professional voice message. Allowing the agent to immediately end the call and move to the next while the message continues playing is a more efficient workflow.

Also, when agents can access a facility to prerecord messages for typical scenarios, they can be assured of the quality and consistency of each message. This is particularly important when customers are difficult to reach by phone, or in regulated environments where voicemail content may need to contain specific words or phrases to be compliant.

Multiple Voicemail Drop From Vonage Is Available Now

Exciting news: Customers using Vonage Contact Center, or even Vonage for Service Cloud Voice, can now benefit from multiple voicemail drop. Speak to our experts today about voicemail drop services that can help benefit your business.

And to learn more about how Vonage can help your organisation, be sure to explore our cloud-based Vonage Contact Center.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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