Route customers based on the latest CRM information
Train staff to handle particular queries, which enhances the CX and reduces the resolution effort
Direct customers according to priority, history with a particular agent, and more
Let your customers direct their inquiry by region, value, or any specific rule
Unified Communication as a Service
solution isn't easy; Adhesion can help!
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Dynamic Call Routing
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 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.
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.