The Vonage Contact Center can record all inbound and outbound calls, which are automatically logged as hyperlinks within your CRM (lead, account, opportunity, or case as applicable). This makes it easy to find any recorded conversation by simply clicking the recording link.
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Storage and savings
Keep your data safe and secure…and save, too.
- Recordings are stored in the Vonage cloud
- All recordings are encrypted through AES256 to deliver significant cost savings
Inbound call recording
Keep and maintain recordings based on select requirements.
- Easily configure call recording rules within your individual interaction plans
- Recordings can be linked to all calls, percentage of calls, specific callers, and more
Outbound call recording
Keep track of all outbound contact.
- Conveniently enable or disable outbound call recordings
- Easily access recordings as needed
Call transfers to third parties
Manage recordings to third parties.
- Call recording continues when transferred to a third party
- Recordings can stop if necessary
Vonage partners with workforce management solutions to optimize your contact center resources by combining scheduling and forecasting. Add the Vonage contact center management system reporting—to help maximize both productivity and customer service levels.
Contact center 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.
Stop, look, and listen. You can drop into any inbound or outbound call in progress directly from your CRM. You can also go whisper mode to offer on-the-spot coaching. Even review and pause call recordings to identify key areas and further mentor your team.
The Vonage contact center solution keeps your teams within Salesforce during each customer interaction. This means access to user-friendly features like click-to-dial, screen pops, automatic call logging and recording, and more. These features elevate the contact center agent experience.
Choosing a solution isn't easy, that's where Adhesion comes in.
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Adhesion: the tendency of dissimilar particles
to cling to one another
Adhesion Tech was founded on the principle that while technology seems daunting and dissimilar to many organizations’ existing operations, through guided digital transformation, those operations will adhere to technology and become effortlessly streamlined.