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
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
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
Monitor
Check service levels in real time, with dynamic routing and rule management for contact handling.Prioritise
Combine segments and context for proper prioritisation.Control
Let customers enjoy self-service options and automated answers to common questions.Link
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
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.
