Vonage Contact Center (VCC)

Make your customers and bottom line smile

• Provide 24-hour service with minimal human involvement
• Add contact center capacity without increasing headcount
• Increase overall first call resolution rate and improve average handle times
• Get immediate resolution to straightforward and repeatable queries
• Free up live agents for more complex queries
• Increase sales and reduce compliance risk through consistency

Contact PAD

• Conduct omnichannel conversations within the CRM through our embedded Contact Pad. Also, set availability across all channels, check queue activity, and peek at peer presence.

Automatic call logging & recording

• Track all activity, automatically, to maintain updated customer histories. This helps with training, QA, and compliance.

Flexible working

• Enjoy the full flexibility to work from home or another office. Users can also forward inbound callers to their mobile phones. This freedom greatly improves the call center agent experience.

Voicemail drop

• Leave a voicemail without saying a word. As soon as agents hear the “leave a message” tone, they can drag and drop a pre-recorded voicemail and move to the next call.

Priority

• Shorten wait times for better customer experiences.
• Quickly route to correct agent to address priorities.
• Agents are assigned based on select criteria.

Skills-based

• Assign the right agent with intelligent, skills-based routing.
• Agents with the right skill set are prioritized in the queue.
• ACD features are used in conjunction with the Skill Tagger and Set SLA applets.

Inbound

• ACD routes the customer to their preferred channel.
• Customers are more likely to answer on their preferred channel.
• Seamlessly apply routing to voice, email, chat, social, and SMS.

The right cadence

• Vonage Cadence is a contact center automation tool that helps configure an outbound calling pattern, or Cadence, to increase successful connections with prospects or customers. Contacts that match the desired criteria are automatically retrieved from the CRM. They are then pushed to the assigned representative or agent, with dynamic call outcomes for each step of the Cadence saved in the CRM. Each call is evaluated to prompt the next step, which is either another action (continuation of the Cadence) or recording of the outcome (conclusion).

Cadence for sales

• Vonage Cadence allows you to configure your entire outbound communications strategy—and to make sure that the process is automated for your contact center sales representatives. This reduces administrative time and removes the manual steps to follow outbound campaign rules.

Cadence for service

• Leading analysts indicate that most companies now compete on customer experience alone. Because existing customers are your most valuable asset, you need an effective, automated contact center strategy to drive up CSAT scores, organize appointments—or simply follow up as promised.

Storage and savings

• Keep your data safe and secure…and save, too.
• Recordings are stored in the Vonage cloud (AES256 encrypted) rather than the CRM, resulting in significant cost savings.
• Call recordings are attached as links within the CRM object, making it easy to quickly find any recorded conversation.
• Recordings can also be downloaded from Vonage to any other storage medium.

Agent-only call recording

• Results in only the agents involved in a call being recorded.
• Recorded agents include the original agent, a consulted agent (or supervisor), an agent (or supervisor) to which the call is transferred, and any agent (or supervisor) who is added to a conference call.
• The caller, or customer, is NOT recorded.

Inbound call recording

• Keep and maintain recordings based on select requirements.
• Easily configure call recording rules within your individual interaction plans.
• Recordings can be linked to all calls, percentage of calls, specific callers, and more.

Conversational AI for business and customer communications

• Add intelligence to any conversation in a customer’s journey, making the customer experience a true competitive advantage by using AI to deliver enhanced and conversational self-serving AI interactions that engage every caller in natural language. Make automation your competitive advantage with a Voice AI representative that has the ability to answer every customer immediately, facilitate a conversation to understand their needs, and execute the appropriate action.

Self-service

• AI engages callers in natural, conversational language, adds to contact center capacity, delivers enhanced self-service interactions, and empowers virtual assistants to reduce hold times, lower average handling time (AHT), and increase customer satisfaction.

Before the call

• IVR trees are powerful, particularly Vonage’s. They can route customers to correctly skilled agents, allowing for the optimization of both agents and resources. Unfortunately, if built badly, IVRs can provide a poor customer experience and create long wait times until agents become available.

During the call

• Vonage Contact Center partners closely with Salesforce and Google Contact Center AI (CCAI) to offer real-time speech analytics and recommend knowledge-base articles or next-best actions.

After the call

• Conversation Analyzer, our speech analytics tool, generates actionable insights at scale, based on what agents and customers discuss.

Call recordings

• Conversation Analyzer pairs call recordings with transcripts and metrics.
• Findings help agents better understand conversations.
• Learn from every call and continually improve.

Speech-to-text

• Assign transcripts and logs to the appropriate CRM objects.
• Conversation Analyzer transcribes and logs calls into CRM objects.
• Calls can be linked to contacts, cases, and custom objects.

Security and compliance

• Security extends to global compliance requirements, including GDPR.
• Seamlessly implement security best practices.
• Keep your data and backup materials secure, no matter where you conduct business.

3-way mode

• The supervisor joins the call and can engage with the agent and customer. All three parties can be recorded.

Secret monitor mode

• The supervisor cannot be heard by either the agent or customer. Only the agent and customer can be recorded.

Whisper coaching mode

• The supervisor can speak to and coach the agent live during the call. The customer does not hear the supervisor to minimise disruption. All three parties can be recorded.

Speech-to-text

• Conversation Analyzer transcribes, tags, analyses and logs calls into CRM objects, such as contacts, cases and custom objects.

Gamification

• Fun, game-type elements create engaging activities out of everyday tasks to encourage your team.

Call recording

• All inbound and outbound calls are recorded and accessible through a hyperlink. Supervisors can reference these recordings to help with ongoing training, issue resolution and more.