Dynamically link Salesforce to your IVR system

The Vonage Contact Center, designed for Salesforce integrates your customer data with Salesforce insights to properly route calls through your IVR phone system. This helps you anticipate customer needs and deliver memorable experiences.
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Connect

Use Salesforce data to make the personal connection, while callers enjoy flexible IVR menu options based on Salesforce data and call histories

Own

Allow customers to self-direct by entering an existing case number - helping route them to the right agent, faster

Manage

Maximize the customer experience by allowing customers to request a callback, while Salesforce routes customer data to the agent making the callback

Self-Serve

Customers can intuitively answer questions, connecting them to the right agent - while allowing your teams to handle larger call volumes without additional staff
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Self-direct with IVR technology

Customers often want to minimize their time on the phone, especially when they know exactly what they need. Whether it's finding out their credit balance, the status of a package, or paying a bill or purchasing a product, with Vonage Contact Center, they won't have to wait in a queue to speak to an agent if they don't have to.

  • Connect Vonage Contact Center to your back-end web services, allowing your customers to access the information they want and reducing the number of calls your agents field on recurring requests
  • Your team gets an early indication of customer needs to better prepare
  • We can even process agentless card payments over the phone with our PCI-DSS compliant solution that communicates directly with your payment gateway to keep your customers’ details safe, and their experience effortless
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Zero agent touch

A major petrochemical company uses Vonage Contact Center for Salesforce to simplify its global supply chain to gas stations. Through enabling store managers to record fuel tank readings via IVR, the organization eliminated the need for any agents to handle this contact. Now managers dial the number, enter the reading and the IVR writes the reading back into their Salesforce instance – with zero agent touch.

  • Guide callers through to agents
  • Personalize IVR options and messages depending on who is calling
  • Offer callbacks, give information and take PCI compliant payments
  • Find out what your customers truly think with surveys that feed directly into your CRM
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We’ll call you back

IVR can also be used to more effectively manage your inbound call traffic.

  • Give customers the option to avoid wait times
  • Even out the peaks and troughs of call center volume
  • Provide agents with complete customer information prior to call-back
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Compelling return on investment

Your agents are your most valuable and expensive resource. If you have higher traffic, it makes sense that you need to hire more agents.

  • Handle common, simple requests agent-free
  • Reduce your costs
  • Keep agents available for the complicated, in-depth queries that you rely on them for
Unifying the Contact Center
Intelligent Self-Service IVR and Salesforce
Learn how the Vonage's Salesforce-integrated contact center helps you create effortless experiences for both customers and agents.
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Speak with an expert.

US toll-free number: 1-844-365-9460
UK toll-free number: +44 800 086 9444