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Vonage Contact Center (VCC)

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Explore the full suite of scalable Vonage cloud contact center features. The rich solution set helps with performance management, integrates CRM channels, routes your customers intelligently, and optimizes your team. 

Together, these comprehensive, integrated cloud contact center features boost your sales and service through conversations and experiences.

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Compatibility

  • down-arrow Citrix Virtual Desktops (XenDesktop)
    2006
  • down-arrow Citrix Workspace app (Receiver)
    Citrix Workspace App for Windows
  • down-arrow Citrix Virtual Apps (XenApp)
    2006

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Product Details

The cloud contact center software that brings it all together
It's easy to see how the flexible, private, and reliable Vonage Contact Center (VCC) creates all-around better sales and service experiences. You'll see it in your teams' productivity and satisfaction. Your controlled costs. Your customers' first-call resolutions. Your integrated CRM. And more.

Our contact center platform
With Vonage Contact Center, you get a platform that delivers proven performance, reliability, and availability, secures your customer data, complies with the standards and regulations that matter most, and enables on-demand scalability so you can expand as your business grows.

RELIABILITY
Performance you can trust
We run tests constantly to ensure that Vonage Contact Center delivers a host of productivity and cost-efficiency advantages within acceptable timeframes. We also:

  • Measure times for call delivery (inbound and outbound) and routing, agent login, and administration
  • Measure results compared to thresholds established from customer feedback
  • Update current performance in near real-time (within 20 minutes) on our site
  • Make historical performance available for the previous 30 days

SCALABILITY
Meet customer demands with a flexible contact center
With a true cloud environment and proven availability, Vonage Contact Center ensures flexibility, scalability, and reliability.

  • Scale your contact center up and down to meet business peaks and troughs
  • Fully scalable solution easily accommodates growth and global expansion
  • Cloud software uses distributed and redundant computing, scaling rapidly on demand
  • Available worldwide, serviced by our global network of data center infrastructure
  • Just add new licenses - no new hardware, software, or downloads needed
  • New agents can be up and running in minutes

SECURITY & COMPLIANCE
Committed to maintaining the highest standards of security and compliance
Vonage takes data security and compliance seriously, so at every stage and with every interaction, we strive to completely justify our customers' trust in our contact center solution.

  • ISO 27001
  • HIPAA
  • SOC 2 Type II
  • PCI DSS compliance
  • GDPR compliance

Features

Cloud contact center features and capabilities you’ll love
Explore the full suite of scalable Vonage cloud contact center features. The rich solution set helps with performance management, integrates CRM channels, routes your customers intelligently, and optimizes your team. Together, these comprehensive, integrated cloud contact center features boost your sales and service through conversations and experiences.

Performance management

  • CONTACT CENTER GAMIFICATION
    Get your game on to motivate and reward employees.
  • CONVERSATION ANALYZER
    Dive deeper into the conversation and discover new findings.
  • DASHBOARDS AND REPORTING
    Resource the data you need through customized dashboards, wallboards, and reports.
  • CRM DATA STORAGE
    Integrate with your CRM to deliver a secure contact center data storage solution.

Digital channels

  • CONTACT CENTER EMAIL MANAGEMENT
    Deliver consistent customer experiences across voice, email, chat, SMS, video, and social.
  • EINSTEIN ANALYTICS INTEGRATION
    Link contact center data with Einstein Analytics to unlock hidden insights.
  • LIVEAGENT CAPABILITIES
    Combine LiveAgent and chatbots, CRM channels, and voice into a seamless experience.
  • OMNICHANNEL CONTACT CENTER
    Elevate the experience by addressing customer needs on their schedule and preferred platform.
  • CRM CHATBOT INTEGRATION
    Monitor chatbot conversations, identify long wait times, and route to the best available agent.
  • VISUAL ENGAGEMENT
    Two-way video and screen sharing fully integrated into the contact center

Voice

  • AUTOMATIC CALL DISTRIBUTOR
    Connect calls to the best available agent through skills-based routing, case-owner routing, etc.
  • DIALER CAPABILITIES
    Enjoy full CTI integration to automate dialing, capture metrics, launch targeted campaigns, and more.
  • DYNAMIC CALL ROUTING
    Leverage CRM data to make smart, dynamic routing decisions—and personalize the CX.
  • GLOBAL CALL PLAN
    Manage your call centers from a single point of control to consolidate operations and save time.
  • GLOBAL VOICE ASSURANCE
    Use the local telephony infrastructure to ensure call quality and positive customer experiences.
  • INTELLIGENT IVR CAPABILITIES
    Integrate customer data and CRM insights to intelligently route calls.CONTACT CENTER AI
    Help your live agents find the best answers faster with artificial intelligence built specifically for contact centers.
  • VONAGE CADENCE
    Give your sales and service teams an efficiency boost by configuring outbound communications and automating common steps.

Workforce optimization

  • AGENT EXPERIENCE UX
    Provide teams with the CRM tools and insights to help strengthen the agent experience.
  • CONTACT CENTER CALL RECORDING
    Record all inbound and outbound contact center calls for training, issue resolution, and more.
  • CONTACT CENTER COACHING
    Conduct on-the-spot coaching or review call recordings for further training.
  • QUALITY MANAGEMENT
    Simplify quality management by integrating metrics directly into your CRM.
  • WORKFORCE MANAGEMENT
    Maximize productivity and customer service levels.

Resources

Brochures: Executive Overview

Resource-iconVonage Contact Center - Datasheet