Vonage are a leader in Gartner’s Magic Quadrant for Contact Centre as a Service, and also a niche player in the Unified Communications as a Service quadrant. A Vonage phone system and contact centre solution can enable companies to communicate and operate from the office or anywhere. Vonage business solutions are fully programmable and allow for the integration of Video, Voice, Chat, Messaging into existing applications and workflows.
About Vonage
Vonage Features
Voice Analytics
Pre, during and post call conversation analysers allow you to stay ahead of the conversation with helpful tools like screen pop for relevant content sharing suggestions. Never get blindsided on a call again.
Single Routing Channels
Data driven routing delivers a superior omni channel experience for users. Escalate your customer interactions seamlessly from one channel to next within the same dialogue.
Vonage Voice Media
Vonage Voice Media is a cloud contact centre and inside sales platform specifically for Salesforce users. Narrowing the conversation gap from digital interactions to voice means delivering exceptional customer experience.
Embedded Contact Pad
An embedded contact pad within Salesforce means omnichannel conversations are easily available. You can check queue activity, set availability across channels and look at peer presence.
How does Vonage work?
Vonage telephone connects calls using Voice over IP otherwise known as VoIP technology. Unlike a traditional phone line Vonage gives users far more flexibility to make and receive calls from anywhere there is internet. With a host of features available Vonage’s fully programmable unified communications and contact centre applications transform your communication experience.
Benefits of Vonage Corporate Phone Systems
Streamlined communication experience with an easy to use and easy to manage single interface
Security & Compliance
Vonage has well documented policies and executed procedures to meet various Information Security and Compliance standards. This allows users to operate with the knowledge that their private company information and sensitive customer data remains secure. Vonage holds the following certifications:
EU law on data protection and privacy that addresses the transfer of personal data outside the EU and EEA areas
Vonage is ISO/IEC 27001 certified, the most widely recognised international standard for information security
Best practices for providing security assurance within cloud computing
Controls over security, availability and confidentiality
An information security standard for validation of controls around cardholder data to reduce credit card fraud
HITRUST CSF Certified status means Vonage has met industry-defined security requirements and are appropriately managing risk
Workair are an accredited provide of Vonage systems in Ireland. We are trusted by businesses of all sizes, no matter their industry. We are your one-stop-shop for all your Vonage business cloud requirements.
Vonage Integrations
Vonage Salesforce Integration
The Vonage Contact Centre solution is the top choice when it comes to Salesforce with over 1.5 billion user interactions worldwide. The ready-to-use integration provides agent features like Vonage softphone, Click-to-dial, voicemail drop, screen pop and more. The Vonage software provides the data you need for maximum efficiency across every channel with minimum setup.
Improved customer journey
Give your customers the VIP treatment with every interaction. Features like call announce, shared line experience monitoring and paging group mean your agents are always prepared to professionally manage calls.
Improved internal processes
A fully-integrated omni-channel solution from Vonage means every customer query will be routed to the right agent, irrespective of the chosen channel – email, chat, video and social. Optimising resources and overall empowering agents to be more efficient.
Integrated collaboration
Link all cloud-based systems and enable unified collaboration across your business. A single interface for all interactions eliminates toggling between your CRM, phone system, payment platforms and other collaboration applications. Sync all data and workflows and boost productivity.
Advanced analytics
Agent assist means call transcripts provide suggested responses or the next best action to take based on real time conversations with customers. Agent availability viewing, call routing, activity tracking, voice recording, and more are available for businesses of all sizes.
Let Workair review your business communication needs and recommend a solution, you have nothing to lose.
Vonage Customers
What’s In The Box - Business Phone System
Enterprise-grade cloud PBX
Unlimited calls, fax, multi-level auto attendants, voice mail, voicemail transcription and call recordings
App
All in one app that gives you voice, video, chat and fax on your desktop and mobile devices
Call Handling
Manage incoming and outgoing phone calls with caller ID, Do Not Disturb, Call waiting and parking, Call forwarding and transfer, as well as 3 way calling
Call Management
Distributes incoming calls efficiently to improve customer engagement and employee productivity Including Ring Groups, Call Monitoring, Call Queues and Barge, Monitor Whisper
Easy Administration
A single admin interface for user provisioning, system configuration, management, cost centres, multi-site support and roles-based access controls
Analytics
Comprehensive performance and usage dashboards plus reporting options for valuable insights
Corporate Features
Features to keep employees productive and efficient including Directory Assistance and Presence
What’s In The Box - Contact Centre Solutions
Boost agent and employee engagement, collaboration and operational effectiveness (from anywhere) to improve your customer Net Promoter Score.
Omni Channel Routing
ACD – Automatic Call Distribution
Direct customers to the best qualified agent with skill based routing to improve the customer journey/experience
IVR (Interactive Voice Response)
AI powered self-service options and virtual assistant enable customers to choose which department their call is routed to
Digital Channels
Stay ahead of changing customer expectations and allow customers engage with you on the channel of their choice – chat, messaging, email, web chat, tweets, social media, etc.
Predictive Dialer
Outbound dialling system improves connection rates to increase the volume of completed calls, maximizing potential revenue opportunities. Patented answering machine detection, carrier call blocking and other features help you meet compliance objectives
Workforce Engagement Management
Quality Management
Improves training and empowers agents
Workforce Management
Accurately forecasts call volumes to optimise staffing rosters
Customer Surveys
Improve your engagement with customers through actionable insights direct from your customers
Call and Screen Recording
Recording and storage options make it easy to search, retrieve, playback and download recordings safely and securely
Analytics to Optimise Customer Journey and Agent Performance
Customer Experience analytics
Visualise the customer journey to identify points of frustration
IVR Journey Maps
Show which menus are effective and where adjustments are required to simplify a customer’s journey
Speech Analytics
Empowers contact centre managers with actionable insights into the team’s performance and the customer experience
Customer Engagement at the Heart of the Contact Centre
Native CRM
Consolidates your customer data into a unified interface
CRM integrations
Integrations into all leading cloud CRMs enables you to personalise the customer experience and maximise agent productivity
Payment processing
Secure payment processing simplifies the handling of credit cards and supports PCI DSS level compliance. Integrations into Stripe enhance the customer experience
