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Why You Need a Cadence in Your Contact Centre

This article was published on August 2, 2021

The proliferation of communications channels can be both a blessing and a curse. Sure, you can finish a short meeting … and then have two voicemails, six emails, some social media messages, and an SMS waiting. You’re not alone in suffering “communications overload”—but spare a thought for the sales rep or customer service agent trying to get hold of a prospect or customer. How do they find a way through all the noise? It’s no surprise that the average caller gives up after just a couple of attempts.

image that represents Vonage Cadence within the Vonage Contact Center

All About the Cadence

As a sales or service leader, you want to be sure that your teams are working hard and exhibiting the appropriate levels of persistence and professionalism. With reps and agents increasingly remote for some or all of the time, how can you monitor and drive the right behaviors to deliver the best possible results?

The answer is Cadence, which will help automate your desired business processes to increase connection rates. Using Cadence will drive your business objectives—whether that be qualifying pipeline, driving prospects through the sales funnel, making service appointments, or ensuring that agents follow up with customers.

Cadence is a solution built with process automation at its centre and flexibility in its application. The core focus is making valuable connections driven by your data and improved by Vonage Contact Center insight.

The Center of Any Outbound Campaign

Sales leaders can configure their entire outbound communications strategy while ensuring the management of that process is completely automated for sales representatives. This reduces reps' time spent on administration and removes the thought process required to follow the rules of the outbound campaign. And this ultimately frees them to do what they do best—sell.

Service leaders know that customer experience is at the heart of winning and retaining business. With the existing customer base being the most valuable asset, it’s imperative to have a strategy to effectively communicate with customers when required. This includes reacting to CSAT scores, rescheduling appointments, or simply following up when you said you would.

So, a cadence sits at the centre of any outbound campaign, easily configurable through a point-and-click visual builder. As call or action steps are layered into the cadence, instructions are created, exit criteria set, and future steps defined. Hosted within the CRM, call-recording requirements can also be defined, along with the ability to present a local outbound number to improve connection rates.

How and When to Connect

Fully automated and enforced, a cadence defines how and when agents and reps attempt to make a connection. Only the relevant information is provided to the user’s telephony ContactPad, such as instructions on steps, screen pops of the focus record, or the presentation of step outcomes.

These outcomes are dynamically restricted to either the exit criteria or the outcomes defined within step transitions, and they are enforced before allowing the user to move on to the next record, which maintains the integrity of both the cadence and your data.

Cadence is now available for Vonage Contact Center. To learn more, click here.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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