Boost your unified communicationsAs an add-on offering to Vonage Business Communications (VBC), this contact centre option integrates with your UCaaS platform seamlessly to activate conversations everywhere. Learn about VBC
Unite customers and employeesReduce IT complexity to deploy advanced voice capabilities — such as IVR and skills-based routing — and empower your employees to quickly address customer needs.
Track and report customer activitySend post-call IVR surveys, measure abandonment rate, time to answer, wait time, call duration and more — and sync this CX data into your reporting dashboards.
Manage your CX from anywhereOptimise skills management, schedule IVR, build call flows graphically — even change permissions for agents, supervisors, groups and more — all through your web browser.
Automatic Call Distribution (ACD)Make personalised connections by routing callers to the best available agent. The ACD fully integrates with IVR for real-time CRM data dips and intelligent call routing.
- SLA thresholds
- Agent skills
- Customer profile
- Call centre data
Interactive Voice Response (IVR)Manage call flow by switching to self-service when call volumes are high, agents aren’t available or the customer prefers to self-manage.
- IVR scheduling auto-switches during weekends, holidays and non-business hours
- Use queued callback to keep customers from waiting on hold
- Send IVR post-call surveys to collect customer feedback
Reporting and analyticsMake better business decisions with real-time metrics and historical data.
- Easily access advanced analytics
- Create recurring custom reports
- Download call details as a CSV file
Call forwarding and recordingExtend your business hours and reach and schedule rules and recording parameters for your entire office.
- Forward calls to a third party after the close of business
- Conveniently password protect recordings
- Distribute recordings through the admin portal
Contact centre features
Presenting Vonage Contact Center plus Vonage Business Communications
Watch a demo to see how this complete contact centre solution delivers better customer and agent experiences.