Partner Contact Center Powered by Vonage

Highlights

• DESIGNED FOR SALESFORCE
  Vonage Partner Contact Center is a deep integration where voice is natively embedded into Agentforce Voice. Calls generate Voice Call records instead of Tasks, enabling rich Salesforce-native workflows and real-time transcription.
• WORKS SEAMLESSLY WITH SALESFORCE OMNI-CHANNEL
  Use voice with Salesforce digital channels, performing intelligent call routing, emails, chats, social & SOS requests to the appropriate agent using powerful business logic to create a consistent CX.
• CONVERSATION ANALYZER
  Transcription data, sentiment analysis, and interaction categories are synced directly to Salesforce CRM records, giving a unified view of the customer journey and enabling advanced reporting within Salesforce records.
• ADVANCED REPORTING AND DASHBOARDS
  Vonage Partner Contact Center delivers built-in reports and dashboards covering call outcomes, Agent and Call Summary records - giving teams full visibility into contact center performance directly within Salesforce.
• OMNI-CHANNEL PRESENCE SYNCRHONIZATION
  Vonage Partner Contact Center integrates with Salesforce OmniChannel so the agent states stay in sync across both platforms - if an agent is busy in Contact Center, they appear busy in Salesforce and vice versa.
• CALL LOGGING & DATA
  When a call is made or received through Vonage Partner Contact Center, the relevant Salesforce record is automatically surfaced for the agent — giving instant access to customer context — while the Voice Call object is updated.
• AGENTFORCE
  Power Agentforce across Service and Sales. SIP integration enables AI agents to handle inbound interactions autonomously — escalating seamlessly to a human agent with full context preserved.
• SALES ENGAGEMENT AND CONNECT DIALER
  Agents can initiate outbound calls directly from Salesforce records with a single click.
• SKILLS-BASED ROUTING
  Vonage Partner Contact Center allows Salesforce to delegate routing decisions for supported interactions enabling skills-based routing

What Partner Contact Center Powered by Vonage does

DEEP INTEGRATION WITH SALESFORCE

Designed to leverage Salesforce capabilities & data to deliver the best CX - from routing using any Salesforce object to popping up the right CRM data & call history for agents and offering analytics across CRM & call data. Agents, admins & managers never need to sync between applications or swivel between apps. Service teams will drive up CSAT metrics. Sales teams will be more productive and place more calls..

RELIABLE & SECURE

Never miss a call - you can depend on us for security, compliance and 99.999% availability. We continually test the performance of our operations and provide the results publicly at https://www.vonage.com/system-status/.

GLOBAL REACH & CRYSTAL CLEAR CALL QUALITY

Benefit from our carefully engineered network. We've invested in a global voice infrastructure that makes every conversation crystal clear. Our customers have agents in over 60 countries; they depend on our global reach to support agents operating around the world. We also provide Global Voice Assurance which ensures excellent call quality by using the telephony infrastructure local to the caller and the agent.

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