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Contact Center Solutions

Looking to boost customer and agent experiences? Vonage contact center solutions provide an all-in-one software package. Optimize your team with easy access to key data while contacting customers on their preferred platforms thanks to omnichannel experiences.

Get in touch now and experience the benefits of our contact center software solutions first-hand.

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Enterprise contact center solutions delight customers and agents

Enterprises across the globe are reaping the rewards of cloud contact center solutions. But how can this software enhance your teams and deliver better customer experiences? Let’s take a look:

Automatic Call Distribution (ACD)

Are customers frustrated by long wait times? Automatic call distribution (ACD) can cut out the queues. Skills-based routing ensures callers are directed to the best agent to address their priorities. ACD routes customers to their preferred channels, including voice, email, chat, social media, and SMS.

Call recording

There’s always something to be learned from customer interactions. The Vonage Contact Center can record all inbound and outbound calls. These can be easily accessed from your CRM, assisting with training, issue resolution, and many other use cases.

Agent coaching

Even the best agents can benefit from continuous improvement. Our contact center software solution enables you to coach teams effortlessly. With the ability to drop into any inbound or outbound call straight from your CRM, you can easily monitor teams and earmark areas for improvement. Even better, thanks to whisper mode, you can offer on-the-spot advice, helping resolve the most difficult calls.

Dynamic call routing

Modern customers expect personalized calls tailored to their needs. With dynamic call routing, you can deliver these experiences every time. This useful feature examines interactions with previous agents and other CRM data to make smart routing decisions. This ensures customers are always connected to the most relevant agent to meet their needs.

Dialer capabilities

Agents succeed by having meaningful conversations with customers. The contact center dialer calls contacts directly from your CRM, meaning there will be no more misdials. The software even updates automatically with the hottest leads. This means less time spent dialing and more time fostering strong customer relationships.

Omnichannel functionality

Customers communicate via smartphones, email, social media, and many other channels. So why not join them? With omnichannel functionality, Vonage ensures you’re always within easy reach of customers. This way, you can deliver the best service on the terms and schedule of customers.

AI virtual assistant

AI has advanced massively since the days of robotic, unhelpful conversations. Today, AI can assist customer’s self-service requests, providing natural and relevant responses. Your AI virtual assistant takes the strain off your agents and can answer calls, understand requests, and take appropriate actions.

Quality Management (QM)

The best contact centers don’t just succeed once in a while. They deliver success every day thanks to a constant customer-focused approach. Vonage contact center cloud solutions provide a comprehensive set of metrics directly from your CRM. You can track agent performance, provide coaching, and improve your team’s effectiveness.

Real-time analytics

What’s the key to building an efficient and effective contact center? The answer, of course, is data. Real-time analytics means you always have access to meaningful and timely customer insights. At a glance, you can monitor progress toward goals, spot areas for improvement, and keep tabs on overall team performance.

Business benefits of the right contact center solutions

The right contact center cloud solution can be transformative for a business. We’ve touched on just a few features that can empower contact centers. But why is this solution such a game-changer? Let's look at the benefits of comprehensive contact center solutions in more detail.

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Better resolution rates and higher customer satisfaction

The best contact centers don’t leave customers waiting — they provide quick solutions and solve queries the first time around. The right contact center solution makes this task that much easier.

 

Thanks to dynamic call routing, customers always reach the right agent to handle their queries. What’s more, agents gain access to on-the-spot data insights. They can quickly gain extra contextual information to help tackle and resolve individual customer queries.

 

All this means happier, more-loyal customers. You’ll build a reputation for consistent and reliable customer service, and you’ll hold on to your existing audience and impress new potential customers.

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Improved agent productivity and engagement

Your agents are the backbone of your contact center. When they succeed, they satisfy customers and achieve organizational growth. However, agents need to be nurtured and empowered.

 

With the right contact center solutions, you can take a “hands-on” approach to provide the support they need. With features like call listening, you listen in on agent calls, offer tips, and provide real-time assistance. Thanks to the ability to record calls, you can gather valuable resources for improving current agents and training future teams.

 

This extra help and support won’t go unnoticed by your teams. Instead of “just another cog in the wheel,” they’ll feel valued as team members. They’ll be motivated to work toward career progression and provide the best service possible.

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Easier and faster deployment of new technologies

Artificial intelligence is transforming the world. Cloud contact centers shouldn’t be strangers to this innovation — they should constantly evolve to incorporate the newest AI technologies.

 

AI support can help you keep up with your customers' changing needs quicker and more cost-efficiently. Thanks to predictive analytics, you can understand what a customer is doing now and how they will behave in the future. This means you can offer greater personalization and build customer relationships that last.

 

You can be a front-runner in your industry by keeping up with the latest AI trends. While competitors rush to keep up, you’ll be ahead of the curve, offering the best customer experiences and anticipating trends.

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Cost-savings and bottom-line improvements

A contact center is an organization’s hub for customer interactions, providing outreach, support, and other vital functions. It’s critical that, as your business grows, your contact center can scale alongside it.

 

With cloud contact center solutions, you can wave goodbye to the headache of physical infrastructure. As you grow, you don’t need to worry about additional management, maintenance, and security costs. Instead, you can apply these funds to growth-related activities that improve your bottom line.

Contact center solutions to boost CSAT and agent productivity

Agent productivity and customer satisfaction are two vital spokes of the same wheel. For happy customers, you need an efficient and enthusiastic team of agents. But keeping up with ever-changing customer needs isn’t easy. Vonage contact center solutions give your agents the help they need to succeed.

Want to see how Vonage can help you? Speak with an expert today and learn more about our contact center solutions.

 

Contact center solutions FAQs

The terms contact center and call center are often used interchangeably. There are, however, some key differences. A call center focuses on communications via telephone. A contact center encompasses many forms of customer communication, including phone, social media, and email.

VoIP stands for “Voice over Internet Protocol.” Unlike traditional contact centers, VoIP solutions do not require businesses to invest in physical infrastructure. Instead, all contact center functionality is hosted over the internet.

Modern customers use a variety of channels to communicate with businesses. What’s more, each customer has their preferred communication channel. Omnichannel contact center solutions ensure that businesses are present on all channels. Most importantly, they enable customers to switch from one channel to another and continue where they left off.

With cloud-based contact center solutions, all contact center functionality is hosted on the cloud. This means that infrastructure is managed and maintained by the contact center solution providers, and agents can connect from anywhere with an internet connection. This helps businesses cut costs and removes worries around potential downtime.

A hosted contact center solution involves hosting your infrastructure and servers at the service provider’s warehouse. This solution frees up office space but still requires a business to handle its servers' maintenance, management, and security. With virtual contact center solutions, the provider hosts all functionality on the cloud.

AI contact center solutions use artificial intelligence to offer more intelligent features. Businesses that use AI in contact centers can utilize tools such as chatbots, predictive analytics, and other cutting-edge technologies.

Your business could benefit from contact center solutions if:

  • You're struggling with contact center infrastructure's management, maintenance, and security costs

  • You want to provide omnichannel experiences for customers

  • You wish to utilize cutting-edge technology such as AI

  • You're ready to move on from outdated, legacy systems

  • You want to boost your contact center's effectiveness, efficiency, and reputation

The best contact center solutions offer a combination of omnichannel communication, AI-driven automation, cloud-based infrastructure, and advanced analytics. Key features include integrated customer service platforms that support voice, email, chat, social media, and AI-powered chatbots to handle routine inquiries. These systems should also provide workforce management tools, real-time reporting, and quality assurance capabilities to monitor agent performance. Popular solutions like Vonage enhance customer service efficiency and improve overall satisfaction.

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