Vonage Contact Center — Where AI and Data Transform Customer Service
Our AI-powered agent experience is deeply integrated with leading CRM platforms, including Microsoft, Salesforce, ServiceNow, and Zendesk.
When you’re deploying new technologies into critical customer-facing operations, you can’t afford to make mistakes. As contact centers move into the AI era, an experienced technology partner that knows the business and seamlessly integrates across platforms is essential.
That’s why service leaders depend on Vonage to power everything from customer-facing support to back-office workflows. Vonage is a market leader in the industry, providing enterprise-grade contact center and unified communication capabilities to businesses of all sizes.
Modern contact centers are not simple operations. They’re often a mish-mash of different software systems and data sets. They might use Microsoft, Salesforce, ServiceNow, or Zendesk for different purposes — and now they’re adding AI systems into the mix.
That’s a lot of cooks in the kitchen — and Vonage has a key advantage here. Vonage Contact Center leads the market with features such as global telephony, SIP trunking, real-time transcription, and more. And as scams continue to harm both customers and businesses, Vonage’s network APIs for customer verification and fraud protection are helping companies deploy more AI automation safely.
And it is fully integrated across CRM systems and other software platforms to provide a seamless level of service that keeps customers satisfied and loyal.
That’s why companies of all sizes in more than 190 countries trust Vonage to power the next generation of contact centers.
Advanced capabilities on any channel
The global market for call center AI technologies is projected to grow from $3 billion this year to $13.5 billion by 2034, according to Fortune Business Insights. North America leads that market, with a 38% share in 2025.
With agentic AI driving innovation in the contact center, companies are discovering new ways to improve efficiency and expand business goals. Here are some of the emerging use cases:
New tools to combat scams and verify customers with Vonage’s Identity Insights and Fraud Detection, which uses AI to detect risks and validate in real time
Answers and support 24/7, aided by Vonage’s Bring Your Own Channel solution for Contact Center-as-a-Service
Increased self-service for simple customer queries with automated FAQs across channels, fueled by Vonage AI Virtual Agent
Faster review and course correction with tools like transcription and sentiment analysis, powered by Vonage AI
Flexible systems as AI evolves
We’re still in the early days of AI technologies. That’s why Vonage designed the Vonage Contact Center (VCC) Intelligent Workspace to be a flexible platform with advanced AI that grows with the needs of your business.
Intelligent Workspace is an AI-powered, omnichannel contact center interface built on the proven VCC platform. AI supports features like next-best-step guidance for agents, real-time transcription, advanced queueing, and reporting capabilities across interactions that boost agent performance.
For Salesforce customers, it enables mixed-mode operations — where some agents can work within Salesforce Voice while others use the standalone Intelligent Workspace. And everyone is on the same unified VCC backend with consolidated administration and analytics.
It’s the best of both worlds: A complementary option that maintains full Salesforce integration benefits, but also offers an alternative agent experience for specific use cases.
Think of it as a well-trained relay team. This flexibility is particularly valuable if your business has:
Multiple CRMs or systems, such as Salesforce for sales or Zendesk for support
Diverse agent roles requiring different levels of Salesforce functionality
Teams that need omnichannel capabilities (voice, SMS, WhatsApp, and more) with AI-powered features like real-time transcription, sentiment analysis, and automated summaries
Helpful, personalized voice conversations
AI conversations are quickly moving into the must-have category for contact centers. Gartner predicts that by 2028, at least 70% of customers will use conversational AI to start their customer service journey. And the most valuable use cases fall into four categories: agent enablement, low-effort self service, automated operations support, and agentic AI.
Customers don’t want to wait on hold while human agents struggle to keep up with high call volumes. They expect fast responses and personalized service. AI can now handle complex requests and natural voice or text conversations. It can understand slang and accept interruptions. Most importantly, AI knows to escalate to a human expert when needed.
Vonage’s intelligent, skills-based routing adapts to ensure the right outcome, from automating fraud checks to steering inbound sales calls to the right team. Vonage’s contact center solution stands alone as a leading solution and excels with Agentforce and other platforms, so your business can work with AI agents to simplify operations and deliver more return on investment.
Strong partnerships that matter
Partners across the ecosystem and their customers recognize how Vonage is moving customer service from stilted, bot-driven interactions to helpful experiences that increase efficiency and satisfaction.
Vonage integrates advanced telephony, voice calling, and contact center capabilities into Microsoft Teams, offering advanced call handling and PBX features, auto failover in outage events, and improved first-call agent resolution.
Salesforce customers have worked with Vonage for years, taking advantage of the seamless integration between both platforms. Vonage is a top-rated partner on Salesforce’s AppExchange, and more than 800 companies use Vonage Premier for Salesforce Voice.
Vonage has won the Salesforce Partner Innovation Award for three years in a row for the innovative use of AI-driven voice capabilities integrated with Salesforce Voice.
The Vonage Contact Center is a certified app on the ServiceNow Store, and integrates Vonage’s contact center solution with ServiceNow’s customer service management and IT Service Management solutions.
With these partnerships, customers get the service they want, whether they’re calling in, sending a text, or using WhatsApp at 11 p.m. And contact centers get help managing costs and keeping their agents from burning out.
These are the building blocks for the next generation of customer service. As technology evolves and AI expands, Vonage’s expertise and flexibility matter more than ever.
