Deliver outstanding service with contact center workforce management software

Vonage partners with workforce management solutions to optimise your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting — to help maximise both productivity and customer service levels.

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Workforce Management

Optimise omnichannel support

Fuse contact center infrastructure voice channel with Salesforce digital channels to optimise omnichannel support

Take action in real-time

Use real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels

Meet your service level goals

Provide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs

A single vendor advantage

Enjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor – easier purchasing, simpler supplier management and support model
Illustration of contact center agent in front of laptop browser with dialing pad app on screen.
Elevate your customer experience

Workforce management software for the modern contact center

Workforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organisation and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
  • Remove the upfront costs and burden on IT resources
  • Analyse omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
  • Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Employees viewing reports, dashboards, metrics

Verint® Monet Workforce Management

Combine the Vonage Contact Center for Salesforce platform and Verint® Monet Workforce ManagementTM (WFM) to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.
  • Make the implementation and everyday use far simpler for your teams
  • With Verint Monet’s WFM solution for contact centres and help desks, you can use your historical activity and apply it to the future
  • Analyse omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecast
Partners

injixo Workforce Management

Connect your Vonage data with injixo WFM to enable a powerful workforce management ecosystem. With our native Vonage integration, you’ll benefit from a seamless experience between the data you trust and the injixo user-friendly WFM software:

 

  • Predict your workload with smarter, fully-automated forecasting

  • Save time with easy scheduling that meets your demand

  • Manage schedule adherence with a real-time data connection

Contact center workforce management features

A single, pre-integrated platform from a single vendor connects your WFM and telephony seamlessly.
Optimise schedules consistently to meet service level agreements.
More accurately predict upcoming traffic by using existing rich data.
Properly staff your team based on accurate forecasting.
Integrating WFM with Vonage allows for greater detail in agent adherence. This highlights who is available to take a call at any point.
Conveniently combine automatic scheduling with accurate forecasting.
Verint Monet WFM Datasheet
Verint workforce management professional datasheet
Deskphone with Vonage logo

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