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.
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KPIs in Salesforce
Enjoy seamless integration with Salesforce.
- Contact center metrics housed in Salesforce
- Easily judge conversations against the latest KPIs
Control playback to capture and note insights.
- Supervisors can pause recordings to take notes
- Notes are automatically flagged and time stamped for easy access
Access call recordings within the Salesforce task object, including lead, account, opportunity, case, or custom object.
- Call recordings are stored in the Vonage cloud to deliver significant cost savings
- Easily find any conversion through a link
Provide instant feedback to the call center team.
- Supervisors can join in-call or use whisper coaching to train staff
- Easily create a three-way conversation 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.
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.
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.