Omni-channel contact centre

When customers go about their days over text, phone, online and more — what’s the best way to reach them? Everywhere. They demand omnichannel service on their terms and schedule across every platform. Learn how the Vonage Contact Center, designed for Salesforce, delivers a host of omnichannel marketing solutions — including full Salesforce integration — to boost customer experiences.
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Vonage Contact Center Omnichannel Third Party API

Deliver an omni-channel experience

Offer a seamless, integrated omni-channel customer experience. Utilise voice and digital channels, while enabling intelligent routing capabilities across all digital channels— SLA based, skills-based, personalised

Boost ROI on your Salesforce investment

Perform all your operations within your Salesforce instance - allowing you to use Salesforce as the single source of truth for all customer interactions

Increase operational efficiencies

Utilise a single business logic for channels for customer interaction routing across all channels, leverage omni-channel statistics and manage and administer pooled resources
Avoiding silos the contact center

Deliver the right omni-channel experience

Vonage Contact Center for Salesforce Omni-Channel is a solution designed to deliver a consistent customer experience across all Salesforce digital channels and your contact center voice channels.
  • Route all your channel interactions in an integrated and unified manner
  • Empower digital and voice agents uniformly
  • Manage KPIs across all customer interaction channels
  • Support for voice, e-mail, Live Agent, Web Chat, Live Message, SMS, Video Chat, SOS and social channels
  • Salesforce as the Agent Desktop
  • Omni-Channel statistics and reporting
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Let great conversations flow

The Vonage contact center solution fully integrates with Salesforce.
  • Seamlessly address digital and voice customer interactions
  • Instant, updated view of customer engagement histories
  • Data access helps initiate a personal response
  • Easily use Einstein AI analytics to optimise CRM across all channels

Omni-channel contact center features

Check service levels in real time, with dynamic routing and rule management for contact handling.
Combine segments and context for proper prioritisation.
Let customers enjoy self-service options and automated answers to common questions.
Share key Salesforce customer insights across channels.

“Companies with the strongest OmniChannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak Omni-Channel strategies.”

— The Aberdeen Group (via annexcloud.com)

Vonage omni-channel contact center solution
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Vertafore Uses Vonage Omni-Channel to Revolutionise Contact Centre
Learn how the Vonage Omni-channel integration helped Vertafore take their customer service to the next level.
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