What Is Vonage Contact Center Dialer for Service Cloud Voice?

What is it and what are the key features?

As a leading contact center partner for Salesforce, the Vonage Contact Center (VCC) solution integrates with Service Cloud Voice via the Vonage Premier for Service Cloud Voice experience.

The new VCC dialer, Connect, brings valuable automation to every sales call for Service Cloud Voice users through a variety of features:

Direct dialing

This may seem straightforward, but it is a valuable time-saver. Dialing directly from the Salesforce Service Cloud Voice CRM interface eliminates manual dialing. That reduces the chance of misdialing and even reduces downtime between calls.

Dynamic dial lists

Imagine reaching the hottest prospects, quickly? This feature automatically refreshes prospect dial lists when a new lead comes in and it even prioritizes certain lists, so they’re always the ones called first. It means always speaking to the right people at the right time.

Target campaigns

Use call data to easily create dial lists and launch targeted campaigns with relevance.

Preview vs. progressive dialing

Two types of automated dialing are available for Service Cloud Voice users with the Vonage Contact Center dialer.

• Preview dialing allows agents to flag and skip calls in order to better prepare for more complex calls. This can be ideal for more complex sales where a bit of research is required between calls to increase the chances of success.

• Progressive dialing features more automation. A supervisor creates progressive dialing lists, which are lists of contacts that agents should call from directly within Salesforce. On completing the previous call, the system automatically dials the next number on the list. This removes wait time between calls and can improve productivity.

Personalized number presentation

Being able to pull data like area codes and intelligently decide what outbound number to present can increase prospect pick-up rates. That’s the impact of personalized number presentation.

Multiple voicemail drop

In short, it saves contact center agents time when connected to voicemail. When an agent is connected to a voicemail or answering machine, they can choose a pre-recorded message to drop from a list of up to 50 pre-recorded messages. Agents may also choose to use or drop the default message instead. When the agent hangs up the phone, the outbound call continues until the message has finished playing. Once the message has finished playing, the call disconnects. At the same time, your agent has already moved on to the next call.

Auto-call recording

Recording customer calls is valuable, but it’s important to comply with call recording legislation. The Vonage Contact Center dialer makes automatic decisions on whether a call should be recorded or not.

What are the benefits?

The Connect dialer provides benefits for contact center agents and sales leaders. 

Agents

For agents, the true value lies in its ability to save time with automation. Benefits like auto-logging, dynamic call lists, auto call recording, and multiple voicemail drop all save valuable time that can be used for extra calls and research. It eliminates the manual tasks that take up agent time, helping them be more effective and productive.

Leaders

Atop sales leaders’ checklists is the ability to deliver key customer insights that help close business faster. Integrating an intelligent outbound dialer feature with Service Cloud Voice helps make that a reality with features that automate manual tasks so agents optimize their time and leverage the right data for decision-making.

Ready to get started?

Connect with a Vonage specialist to learn how the Vonage Contact Center dialer can help your business.