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.
Fuse contact center infrastructure voice channel with Salesforce digital channels to optimize omnichannel support
Use real-time agent adherence statistics to manage your teams as effectively as possible, giving you the best opportunity to meet service levels
Provide the right number of agents, with the right skills to handle predicted call volumes to achieve designed SLAs
Enjoy the added benefit of purchasing a complete contact center workforce management solution from a single vendor – easier purchasing, simpler supplier management and support model
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Workforce management software for the modern contact center
Workforce Management (WFM) solutions relay the data you have available and use it to improve the accuracy of your forecasts and create schedules that are just right for your organization and service level goals. Traditionally, WFM solutions meant large upfront costs and ongoing maintenance, but with Vonage Contact Center, you can:
- Remove the upfront costs and burden on IT resources
- Analyze omnichannel data from your contact center infrastructure and Salesforce to create accurate forecasts
- Immediately adjust your schedules to meet your changing needs or respond to the unexpected with intraday tracking of trends
Verint® Monet Workforce Management
Combine the Vonage Contact Center for Salesforce platform and Verint® Monet Workforce ManagementTM (WFM) to take positive steps towards balancing the cost vs. service dilemma using the most accurate data source possible: your own contact center data.
- Make the implementation and everyday use far simpler for your teams
- With Verint Monet’s WFM solution for contact centers and help desks, you can use your historical activity and apply it to the future
- Analyze omnichannel data from both your contact center infrastructure and Salesforce to create accurate forecasts
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.
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.
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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.