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Vonage and the Salesforce Service Cloud

Our Salesforce CTI integration allows your teams to create exceptional customer experiences and boost operational efficiency. Vonage delivers unmatched Salesforce integration into routing, reporting and the omnichannel experience for Service Cloud users.
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Vonage Contact Center for Service Cloud

Learn about Vonage Contact Center for Service Cloud

Vonage Contact Center for Sales Cloud

Service Cloud Features

Intelligent Routing Route incoming voice communications and Salesforce digital channels dynamically based on customer data. These include purchase history, contract status or open support case.
Omnichannel Routing Route Vonage voice, Salesforce email, chat, SMS, video and social channels together using the same business logic. This provides a more consistent customer experience, boosts operational efficiency and reduces contact centre headaches.
Click-to-Dial and Telephony Make it easy for agents to call customers using click-to-dial within Salesforce — and integrate the telephony with your existing PBX or use WebRTC to call.
Coaching and Call Logging Monitor any conversation and whisper discreetly during the conversation and then access the call recordings which are automatically logged into Salesforce easily.
User Experience Enjoy omnichannel conversations within Salesforce with our embedded Contact Pad — and set availability across all channels, check queue activity and peek at peer presence.
Single Global Call Plan Distribute your calls globally, consolidate administration and reporting, save time and deliver insight into how the operation is performing at the global and regional level. Maintain the clear quality to provide the experience your customers expect.
Omnichannel Analytics and Reporting Use real-time customisable dashboards and wallboards to receive your historical insights from within Salesforce reports, including using Einstein. Rely on the widest set of voice and Salesforce digital channels data pushed into Salesforce.
Speech Analytics Leverage the Conversation Analyzer to transcribe, tag and analyse customer conversations. These are then automatically logged into Salesforce objects, such as contacts, cases and custom objects.
Chatbot Integration Improve the customer experience by carefully routing customers — who are stuck in a chatbot conversation — to the best available agents using the same routing rules that govern your other channels.
The Practitioner’s Guide to CX in the Contact Centre
Businesses around the world transform their contact centre operations to gain a CX edge.