Video is the fastest-growing channel for customer service, and now it’s one of the many channels instantly available to Vonage Contact Center customers. As easy to use as any other channel, 1:1 video chat and screen sharing will elevate your customer experience to a new level of engagement.
Agents can instantly initiate customer video interactions with a single click, effortlessly migrate from voice to video, and automatically show their status as busy.
Supervisors can see in real time when agents are busy on video calls, view historical reports of video interactions, and even control which agents have access to video.
Screen recording, Conversation Analyzer, historic and real-time reporting, omnichannel, CRM integration, AI, and Vonage Business Communications offerings further complement our Visual Engagement solution.
Unified Communication as a Service
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Your customers demand choices in how they contact you, and increasingly, video and screen share are choices they expect. Add Visual Engagement to your overall suite of contact center tools for a true omnichannel experience.
- Video and screen share capabilities improve communication efficiency and engender trust.
- With video as a native channel, it’s just one more piece of your centralized contact center puzzle; it can be initiated right from the ContactPad.
- Benefit from a complimentary ecosystem of analytics, reporting, AI, and more.
Increase productivity and save on costs
Robust contact center features like video and screen share can reduce average handle time, expedite first contact resolution, and lower the cost to serve.
- Reduce the need for travel, saving on costs and compensating for travel restrictions
- Reduce the time to resolution for happier customers and a lower cost to serve
- Build trust and engagement, encouraging customer retention and loyalty
I- mpress your customers with your commitment to staying up-to-date with new technologies
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.