Boost your unified communicationsAs an add-on offering to Vonage Business Communications (VBC), this contact center option seamlessly integrates with your UCaaS platform to activate conversations everywhere. Learn about VBC
Unite customers and employeesReduce IT complexity to deploy advanced voice capabilities—such as IVR and skills-based routing—and empower your employees to quickly address customer needs.
Track and report customer activitySend post-call IVR surveys, measure abandonment rate, time to answer, wait time, call duration, and more—and sync this CX data into your reporting dashboards.
Manage your CX from anywhereOptimize skills management, schedule IVR, build call flows graphically—even change permissions for agents, supervisors, groups, and more—all through your web browser.
Automatic Call Distribution (ACD)
Make personalized connections by routing callers to the best available agent. The ACD fully integrates with IVR for real-time CRM data dips and intelligent call routing.
- SLA thresholds
- Agent skills
- Customer profile
- Call center data
Interactive Voice Response (IVR)
Manage call flow by switching to self-service when call volumes are high, agents aren’t available, or the customer prefers to self-manage.
- IVR scheduling auto-switches during weekends, holidays, and non-business hours
- Use queued callback to keep customers from waiting on hold
- Send IVR post-call surveys to collect customer feedback
Reporting and analytics
Make better business decisions with real-time metrics and historical data.
- Easily access advanced analytics
- Create recurring custom reports
- Download call details as a CSV file
Call forwarding & recording
Extend your business hours and reach, and schedule rules and recording parameters for your entire office.
- Forward calls to a third party after the close of business
- Conveniently password protect recordings
- Distribute recordings through the admin portal
Contact center features
Monitor team performance in real time as you listen to or step in on customer calls—and provide ad hoc training as needed.
Embed an on-screen dialer keypad so your agents can reach customers not in their contacts list.
Change the status of your agents to busy when they receive a call, dial out, or step away from their desk. This minimizes wait time and disruption for a better overall experience.
Put your agents in control of calls managed through the call center, including recording, transfers, forwarding, and more.