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Omni-channel contact center

When customers go about their days over text, phone, online, and more—what’s the best way to reach them? Everywhere. They demand omnichannel service on their terms and schedule across every platform. Learn how the Vonage Contact Center, designed for Salesforce, delivers a host of omnichannel marketing solutions—including full Salesforce integration—to boost customer experiences.
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Vonage Contact Center Omnichannel Third Party API

Deliver an omni-channel experience

Offer a seamless, integrated omni-channel customer experience. Utilize voice and digital channels , while enabling intelligent routing capabilities across all digital channels— SLA based, skills-based, personalized

Boost ROI on your Salesforce investment

Perform all your operations within your Salesforce instance - allowing you to use Salesforce as the single source of truth for all customer interactions

Increase operational efficiencies

Utilize a single business logic for channels for customer interaction routing across all channels, leverage omni-channel statistics, and manage and administer pooled resources
Avoiding silos the contact center

Deliver the right omni-channel experience

Vonage Contact Center for Salesforce Omni-Channel is a solution designed to deliver a consistent customer experience across all Salesforce digital channels and your contact center voice channels.
  • Route all your channel interactions in an integrated and unified manner
  • Uniformly empower digital and voice agents
  • Manage KPIs across all customer interaction channels
  • Support for voice, e-mail, Live Agent, Web Chat, Live Message, SMS, Video Chat, SOS and social channels
  • Salesforce as the Agent Desktop
  • Omni-Channel statistics and reporting
Stylized illustration of a customer�s journey through a conversation. Speech bubbles to represent different APIs and channels such as email and video.

Let great conversations flow

The Vonage contact center solution fully integrates with Salesforce.
  • Seamlessly address digital and voice customer interactions
  • Instant, updated view of customer engagement histories
  • Data access helps initiate a personal response
  • Easily use Einstein AI analytics to optimize CRM across all channels

Omni-channel contact center features

Check service levels in real time, with dynamic routing and rule management for contact handling.
Combine segments and context for proper prioritization.
Let customers enjoy self-service options and automated answers to common questions.
Share key Salesforce customer insights across channels.

“Companies with the strongest OmniChannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak Omni-Channel strategies.”"

— The Aberdeen Group (via

Vonage omni-channel contact center solution
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Vertafore Uses Vonage Omni-Channel to Revolutionize Contact Center
Learn how the Vonage Omni-channel integration helped Vertafore take their customer service to the next level.

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