Streamline your contact center quality management processes

Contact cetner quality management is equal parts success, coaching, and customer focus. And by streamlining the process in Salesforce, you can access the tools and insights to continually improve team performance.

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Contact center agents, supervisors engaged in calls
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KPIs in Salesforce

Enjoy seamless integration with Salesforce.
  • Contact center metrics housed in Salesforce
  • Easily judge conversations against the latest KPIs
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Note taking

Control playback to capture and note insights.
  • Supervisors can pause recordings to take notes
  • Notes are automatically flagged and time stamped for easy access
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Call recordings

Access call recordings within the Salesforce task object, including lead, account, opportunity, case, or custom object.
  • Call recordings are stored in the Vonage cloud to deliver significant cost savings
  • Easily find any conversion through a link
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Provide instant feedback to the call center team.
  • Supervisors can join in-call or use whisper coaching to train staff
  • Easily create a three-way conversation if necessary
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Quality management – hunt for heroes instead of finding failure
Learn to reframe quality management, in and out of the contact center, for a more successful outcome.

Contact a Vonage expert.

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