Route email into your contact centrePut the customer insights you already have to further use. Route your voice, Salesforce email, chat, SMS, video and social channels together using the same business logic. This provides for more consistent customer experiences and boosts operational efficiency.
Consistent ExperienceCustomers enjoy a rich, consistent and integrated experience across their channels of choice. This also spotlights your priority on customer service.
Dynamic Omnichannel RoutingConsistently route customers across channels based on the latest information stored in Salesforce, including case owner, last agent contact, latest post-call survey, and more.
Omnichannel Availability and PresenceSalesforce users have only one place to set their availability and check peer presence, which improves total operational efficiency.
Shared ResourcesOmnichannel integration can boost efficiency with teams skilled in both voice and digital. Scaling up or down is simple because the administration is done within Salesforce.
ReportingBecause all channel activity is logged into Salesforce automatically and consistently, you can monitor effectiveness quickly.
Easier AdministrationBy managing operations within Salesforce, you reduce administrative complexity through a consistent set of routing rules for Vonage voice and Salesforce digital channels.
Transitioning to an omnichannel contact centre?
Customers today are highly empowered and digitally savvy — and unforgiving when they receive poor customer service. Learn how an omni-channel operation can raise the customer experience.
Vertafore, a leading software provider for the insurance industry, chose a Vonage contact center and saw increased customer satisfaction and agent productivity.