Call Management System

One of the biggest benefits you’ll notice when you switch to a modern call management solution is the impact it has on internal communication. Using a genuinely unified platform simply makes it easier for your employees to connect with one another without having to use a separate system.

For instance, they can take advantage of a call conference feature to immediately bring a supervisor or another colleague into a call that’s in progress. All they need is a call-in number and a password, which means they don’t have to hang up and schedule a separate call.

Similarly, if your employees use voicemail often, the Visual Voicemail feature is a fantastic time saver. It automatically transcribes voicemails and sends them to the recipient’s email address, along with an attachment of the original message in an audio file. Not only does this help with organizing messages, but it also makes it very easy to forward voicemail messages as needed.

One of the core goals of most call centers is to reduce call abandonment rates. After all, when a customer calls a company but doesn’t stay on the line long enough to get an answer, it’s not great news for customer satisfaction. So, while it may not be possible to eliminate call abandonment altogether, reducing it as much as possible should certainly be a priority.

That’s where features such as Call Waiting come in handy. It informs you of an incoming call even if you’re busy with another conversation. When you’re alerted to the new call, you can choose whether to answer it, ask the caller to hold, or send the incoming call directly to voicemail.

Alternatively, you can enable Simultaneous Ring to make sure important business calls are always answered. This sends calls to multiple phones or extensions at the same time to increase the chances of it being picked up quickly by an available agent.

But it’s not just call abandonment rates you can improve by putting a telephone call management system in place — doing so also boosts the customer experience overall. Customizable tools help make your customers’ interactions with your organization as smooth as possible.

Take International Phone Numbers, for example. You can set up one of these so that customers in other countries can call you easily and with no need to incur extra charges. It also projects a professional image that shows you’re committed to making the experience of calling you as convenient as it can be for your customers.

In addition, a Call Rerouting feature makes sure that you stay connected even if your internet connection goes down or there’s a power outage, by automatically rerouting the call to an alternative number of your choice. This guarantee of reliability is incredibly important when it comes to inspiring customer trust, a key basis for a productive long-term business relationship.

Increasing the efficiency of your processes is key for saving money, and the right phone call management system can help you achieve it.

Features such as Call Screening let your employees prioritize calls by setting rules for inbound callers. Based on these, your agents will have the information they need to decide whether to answer each call immediately, transfer it to another department, or send it straight to voicemail. This saves time and keeps operations flowing as they should.

Similarly, with Call Tagging, the system assigns a virtual tag to a Caller ID to enable your teams to identify callers and determine contextual clues to help prioritize calls and deal with them appropriately. Overall, tools like these use system data to optimize the efficiency of all your workflows, which means you can do more with a smaller team, saving on costs.

At Vonage, we understand how important it is that you’re not left stuck paying for features you don’t need or use. So, we keep things simple. There’s a single base price for the call management platform which you can augment with individual add-on features however you please.

The result is a truly customizable solution that offers the ultimate in flexibility. Simply choose the features and tools that are a good fit for your business and enjoy a perfectly tailored package, built just for you.

With the convenience of the VBC Dashboard, you can control everything about your system from a single screen in real time. Whether you want the lowdown on system status or to examine account billing details, you can make it happen with just a few clicks.

Quickly add new phone numbers, extensions and individual users, or enable add-on features to take advantage of advanced functionality like call recording for inbound or outbound calls. Everything is completely customizable to your preferences, so you can set your system up exactly as you need it.

Out of the office? No problem. The VBC platform allows you to dial in whenever you want, no matter where you are. All you need is an appropriate device and an internet connection. For instance, with Vonage Meetings, you can use your desktop or mobile app to set up and dial into video conferencing, so you can link up with your clients or colleagues at any time.

This flexibility makes VBC ideal for remote or hybrid teams. There’s no need for all your agents to be sitting in the same room to communicate with one another, deliver excellent customer service, or close those all-important sales.

In the digital era, data security has to be a top priority. It’s crucial that organizations dealing with personal data keep it safe from prying eyes, not only to maintain customer trust, but also to remain compliant with data privacy legislation. At Vonage, that’s a responsibility we take extremely seriously.

For example, Vonage invests heavily in security and privacy measures and maintains a wide range of compliance certifications across our product lines. They include ISO 27001, PCI-DSS, SOC, HITRUST, and CSA STAR, to name just a few.

The VBC platform comes with a wide variety of integrations ready to go out of the box. Want to link your communications platform to your Salesforce or HubSpot account? It’s easy to do with VBC, and once it’s set up, your teams will be able to access all your customer data in one place for convenience.

Beyond CRMs, VBC also integrates with all kinds of other business software. From big-name collaboration tools like G Suite and Microsoft 365, to industry-specific specialist software like Clio for law firms, you’ll find a broad range of integrations available to slot neatly into your existing tech stack.