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Unifying the Contact Center

This article was published on May 28, 2020

Part II: How to Avoid Your Contact Center Getting Stuck in a Silo



Customer experience and workforce mobility are at the forefront of the minds of every business. If your contact center runs on a different platform to the rest of your business, this will leave it in an isolated silo and will likely cause significant IT headaches, particularly if you have legacy on-premises equipment.

The Impact of Different Platforms

Agents in the contact center have no visibility of the rest of the business, meaning that the company’s front of house and back of house are not connected. For example, a call comes in from a customer needing some key information from the Finance team. For many organizations, the response would be “I’ll look into that and call you back later with an answer.” Wouldn’t it be great if the contact center agent could see the availability of the Finance team, send them a quick instant message to get an answer to the question, and then respond immediately with the answer?

Impact on Routing

It’s likely you’re making suboptimal decisions about how to route customer calls for the best customer journey. Manual collaboration results in poor customer and agent experiences, whilst also costing additional time & money. Potential revenue is being lost, along with customer and employee loyalty.

Integrated Experience

At Vonage, we’ve put a lot of effort into making sure our contact center and unified communication solutions are fully integrated, built on the same cloud based platform, so as to transform your communication to provide your customers with the service they deserve. Since Vonage owns the entire technology stack across both contact center and unified communications, your team can benefit from::

  • Common Call Controls so that back-office users and contact center agents can take advantage of the same set of common call controls, making it easy for contact center agents to interact with the business in the way that suits them best.

  • Single Sign On (SSO) to ensure a simple login with the click of a button, along with consistent identity and access management across the entire operation.

  • Single Intuitive Interface seamlessly meshing the contact center, unified communications, CRM and other integrations.

  • Professional Presence and Availability so that agents can see if a back-office user is available for consultation and check other agents’ availability.

  • Common Directory across both the contact center and unified communications, providing a single source of truth for all employees.

The outcome is that collaboration becomes effortless, helping provide exceptional customer service since the contact center can use the full resources of the business to support customers with an experience that no other provider can offer.

Additionally, using the same tool to manage internal and external communication makes adoption simple, with fewer applications to learn and no messy workarounds or additional costs for internal collaboration. And don’t forget, all internal voice and video calls also become completely free of charge.

Watch this video to learn more about how Vonage Integrated Experience can help your organization

Download the data sheet that details how the Vonage integrated experience brings together unified communications and contact centers to break down the silos in your organization.


Click here to read part III, How the Entire Company Can Help the Contact Center Serve Customers 

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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