Vonage Contact Center (VCC)

Vonage Contact Center (VCC) The cloud-based Vonage Contact Center (VCC) is an invaluable solution for service and sales. That's because VCC seamlessly integrates with industry-leading CRMs and productivity tools - such as Salesforce, Microsoft Teams, Microsoft Dynamics, ServiceNow, and Zendesk - and provides businesses with intelligent, omnichannel,* and global calling capabilities. VCC is easy-to-use, omnichannel, and carrier-agnostic. Vonage Contact Center has been recognized by acclaimed global organizations, including Aragon Research Globe, Frost & Sullivan, Omdia, Gartner, IDC, and more.

Personal relationships matter VCC pulls intelligent data from CRMs and productivity tools, complete with call history to power smart routing, screen-pops, analytics, and more. The tools and insights help deliver the best agent and customer experiences, which are invaluable when building personal relationships with every contact.

A deeper dive VCC leverages machine learning to enrich every conversation with data and AI. This helps customers fully define the scope of the service or sales experience - and helps businesses understand prospect motivations, areas of improvement, areas to replicate, and methods to incentivize agents.

Higher scores and productivity Thanks to Vonage Contact Center, agents, admins, and managers don't need to sync or toggle between applications - which allows for a greater customer focus. Now service teams can drive up CSAT metrics. Sales teams can be more productive and place more calls. And organizations can stay ahead by efficiently adding communications capabilities to workflows across the enterprise.

Key features

• Seamless integration with CRMs and productivity tools such as Microsoft Dynamics, Microsoft Teams, ServiceNow, Zendesk, injixo, and Verint
• ContactPad Anywhere browser extension provides click-to-dial and screen pop functionality from most web-based CRMs and databases
• Integrated UC and CC experience when combined with Vonage Business Communications or Microsoft Teams
• Omnichannel capability delivers a consistent CX regardless of channel
• High-quality voice for integrated enterprise telephony features are available through existing PBX, unified communications, mobile phones, and WebRTC
• Expanded geographical reach in over 65 countries
• Global Voice Assurance routes calls through the most efficient telephony and within a single global call plan
• Smart dynamic routing uses real-time customer data to inform routing decisions, for example: -- Route customers based on the latest CRM information -- Route customers according to priority, history with a particular agent, or availability of the agent best-skilled to answer their query -- Route customers to a customer relations team if they've given negative feedback through the automated post-call survey -- Route customers directly to their VIP account team
• Visual engagement for video and screen sharing in the contact center
• Dialer so that you can dial directly from the CRM or productivity tool, reference dynamic dial lists, enable automatic call recording and logging, and implement voicemail drops
• Fully automated call and screen recording are helpful tools for training, quality management, and compliance
• Self-service and AI virtual assistants automate routine tasks, which frees agents to focus on more complex queries
• Quality management to improve performance with contact center KPI reports, call and screen recording, supervisor coaching, post-call surveys, and speech analytics
• More secure payments are fully compliant with PCI DSS, including PCI Pal Agent Assist, PCI Pal Self-Service, and PCI Pal Digital
• Compliant across PCI DSS, ISO 27001, SOC 2 Type 2, HIPAA, Salesforce Shield, and GDPR

*Omnichannel capabilities supported by CRM; different features available for different CRMs.

For custom pricing, EULA, or a private contract, please contact awssales@vonage.com .