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Contact Center
Simple, reliable, scalable: Wow your customers with our contact center, Vonage CX Cloud Express.
Check out our Salesforce cloud contact center.
A single platform. A singular experience.
An add-on offering—exclusive to Vonage Business Cloud—designed specifically for the unified communications and contact-center needs of mid-market businesses, Vonage CX Cloud Express is a single-platform, CRM-integrated solution that delivers great experiences for customers and agents, reduces costs and IT complexity, and more.
Control everything from your favorite web browser
With web-based administration, you can manage and monitor Vonage CX Cloud Express through your web browser. Optimize skills management, schedule IVR, build call flows graphically, change permissions for agents, supervisors, and groups, and more.
Show the C-suite the numbers they’re looking for
Vonage CX Cloud Express's customizable reports show caller activity like abandonment rate, time to answer, wait time, call duration, and more. And with a Vonage Integration Suite connection, you can sync this data into the native reporting dashboards of your company’s CRM and other business applications.
Nothing beats experience.
See what CX Cloud Express offers.
See what CX Cloud Express offers.
Automatic Call Distribution (ACD)
Get universal queuing and automate interaction handlings. A skills-based routing engine ensures every contact is automatically delivered to the best available agent, based on agent skills, customer profile, and contact center data. Automatically call back customers who don’t want to wait. Fully integrates with IVR.
Interactive Voice Response (IVR)
Manually switch to self-service when call volumes are high, no one is available, or the customer wants to self manage. Use IVR scheduling to automatically switch during weekends, holidays, and non-business hours. Full ACD integration allows any agent to step in at any time.
Supervisor Interface
Enjoy easy training and monitoring. Listen, whisper, or step in on customer calls. Monitor performance in real time with the supervisor dashboard.
Reporting and Analytics
Access advanced analytics. Create recurring custom reports. Download call details as a CSV file. Make better business decisions with real-time metrics and historical data.
Call Forwarding to a Third Party After Hours
Forward calls to a third party and never miss an opportunity after the close of business.
Call Recording
Schedule rules and recording parameters for your entire office, and even let employees decide when to record calls. Keep your recordings private in a password-protected archive and easily distribute them through the admin portal.
Outbound Manual Dialing
Embed an on-screen dialer keypad directly in your agents’ business applications and give them the ability to call numbers that aren’t in their contacts list.
Configurable Agent Status
Temporarily prevent any further incoming calls from being routed to specific agents—and allow the agents to stay focused—by configuring their statuses to change to busy when they receive a call, dial out, or step away from their desk.
Agent Interface With Call Controls
Empower agents to exercise a variety of controls over any calls routed to them via the call center, including call recording, call routing, call forwarding, and more.
Optimize your customer intelligence with CRM integration: "You’ll have them at “hello.”"
Empower your agents to personalize your omnichannel customer service. Seamless customer relationship management (CRM) integrations increase agent efficiency and independence by delivering a real-time 360-degree view of the customer. Increased efficiency over time decreases costs and also eliminate the costs of custom integrations.
From the Perspectives Blog
Is your contact center keeping your customers loyal?
A new study by No Jitter shows how the cloud enables advanced contact center capabilities necessary for satisfying modern customer expectation.
Reimagine how business gets done
From cloud-hosted phones on your current broadband to UCaaS solutions on a purpose-built network, Vonage is partnering with businesses like yours, in ways never imagined. Cost-effective ways. Revenue-building ways. Once thought impossible ways.
Vonage® Business Cloud
If your business is looking for a robust, intuitive, and reliable business cloud service at an incredible value, explore Vonage Business Cloud.
99.999% uptime reliability¹
Runs on your high-speed internet connection
Enhanced quality of service with SD-WAN technology available
40+ features to help you customize your business communications
Mobile and desktop applications enable mobile working and virtual teams
High-quality voice, point to point video, and messaging
Includes the Amazon Chime Pro tier, offering chat, screen share, video and web conferencing
Integrates with the business applications you use everyday
Easily scales as your business grows
Simple activation and setup with 24/7 customer support
Month-to-month contracts available
Find out how Vonage can help your business communicate better.
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