Vonage Contact Center Cost Savings Calculator
Switching to Vonage Contact Center can help your budget. Explore our self-service calculator to estimate the potential cost-savings today!
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Omni-Channel
Omni Channel EfficiencyiOmni-Channel Efficiency is the average rate of productivity gains achieved when agents can seamlessly handle customer interactions across multiple channels. Calculated as the average rate of efficiency gained per employee.Agent Productivity
Average Handle Time ReductioniAverage Handle Time (AHT) is a call center metric measuring the average duration of one complete transaction, including Talk Time, Hold Time & After Call Wrap Up Time.Agent Productivity
Agents Assist / Next Best ActioniAgent Assist Efficiency is defined as AI-powered agent assistance that provides real-time transcription, surfaces relevant knowledge articles, recommends next-best actions, monitors customer sentiment, and automates call summarization and disposition.Operational Efficiency
Intelligent Dynamic RoutingiIntelligent Dynamic Call Routing is defined by analyzing multiple data points to make optimal routing decisions.Operational Efficiency
Self Service EfficiencyiSelf-Service Efficiency is defined as comparing the cost differential between human-handled interactions and automated virtual assistant interactions.
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*Estimated cost only. Actual cost may vary.
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FAQs
It is the average rate of productivity gains achieved when agents can seamlessly handle customer interactions across multiple channels. Omnichannel Efficiency is calculated as the average rate of efficiency gained per employee.
Average Handle Time (AHT) is a call center metric measuring the average duration of one complete transaction, including Talk Time, Hold Time, and After-Call Wrap-Up Time. It is calculated based on average time saved per call.
Agent Assist Efficiency is defined as AI-powered agent assistance that provides real-time transcription, surfaces relevant knowledge articles, recommends next-best actions, monitors customer sentiment, and automates call summarization and disposition. This metric is calculated by quantifying time saved across the categories outlined.
Intelligent Dynamic Call Routing is defined by analyzing multiple data points to make optimal routing decisions. It is calculated by modeling the savings from both reducing the percentage of calls requiring a transfer and shortening the time spent on necessary transfers.
Defined as comparing the cost differential between human-handled interactions and automated virtual assistant interactions. This metric is calculated by estimating the number of calls that could be deflected to a virtual assistant per year.