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Vonage Contact Center
What Vonage Contact Center is
Vonage Contact Center is a cloud service for handling customer conversations and supporting contact center agents. It combines inbound calling, an outbound dialer, an IVR builder, omnichannel engagement, and workforce management. Supported channels include voice, webchat, SMS, email, and social media. Its AI Virtual Agent can answer simple questions and pass more complex issues to a live agent. Conversation Analyzer transcribes, tags, and quality-assures calls; dashboards and wallboards display KPIs in real time. CRM functions include call and recording logs, customer information in screen pops, and click-to-dial or auto-dial. Priority includes IVR, skills-based routing, analytics, dashboards, screen pops, call recordings, dialer, and omnichannel capabilities. Premium includes those features, with dynamic routing, queued callbacks, whisper coaching, and post-call surveys added. Listed integrations include Salesforce, Microsoft Teams, Microsoft Dynamics 365, ServiceNow, and Zendesk. The service runs on the web; pricing is available on request, and there is no free plan. Feature availability can differ by CRM.
Who it suits
It suits organizations managing customer conversations across voice and digital channels, especially those needing call routing, workforce management, or CRM-connected calling. Prospective customers can contact Vonage to discuss a suitable solution.
What it does well
- Supports voice, webchat, SMS, email, and social media.
- AI Virtual Agent can escalate complex questions to live agents.
- Conversation Analyzer transcribes, tags, and quality-assures calls.
- Priority and Premium plans list different routing and coaching features.
What to know first
- No free plan is listed.
- Pricing is available only on request.
- Feature availability can differ by CRM.
Limits
There is no free plan and neither listed plan has a published numeric price. Feature availability may vary by CRM; Premium functions are not included in Priority.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Priority | Quote required · features supported vary by CRM | On request |
| Premium | Quote required · includes Priority features · features supported vary by CRM | On request |
As vonage.com lists them, read 11 Oct 2026. The maker's own page has the final word.
Getting started
- Open the Vonage Contact Center website
- Contact Vonage to request a quote and discuss a suitable solution
- Choose between the Priority and Premium plans
- Connect a supported CRM or listed integration
- Configure inbound, outbound, IVR, routing, and omnichannel channels
- Set up analytics dashboards, recordings, and workforce management
Verdict
Vonage Contact Center brings voice and digital conversations, routing, workforce management, and call analytics into a web-based service. Buyers should compare Priority and Premium feature lists and confirm CRM-specific availability and pricing with Vonage.
Questions
Does Vonage Contact Center offer a free plan?
No. It is a paid service, with pricing supplied on request.
What plans are listed?
The listed plans are Priority and Premium. Premium includes Priority features plus dynamic routing, queued callbacks, whisper coaching, and post-call surveys.
Which channels does it support?
The omnichannel service supports voice, webchat, SMS, email, and social media.
Which CRM and business integrations are listed?
Integrations include Salesforce, Microsoft Teams, Microsoft Dynamics 365, ServiceNow, and Zendesk.
What AI features are included?
Vonage AI Virtual Agent handles simple questions and escalates complex issues. Conversation Analyzer transcribes, tags, and quality-assures calls.
How do I get pricing?
The plans page directs prospective customers to request a quote and contact Vonage about a suitable solution.
Facts from Vonage Contact Center's own pages
- AI
- Vonage AI Virtual Agent can automate simple questions and escalate more complex issues to a live agent. · vonage.com, 11 Oct 2026
- Analytics
- Conversation Analyzer can transcribe, tag, and quality-assure customer calls, while custom dashboards and wallboards show KPIs in real time. · vonage.com, 11 Oct 2026
- Channels
- Its omnichannel capabilities support customer engagement on channels including voice, webchat, SMS, email, and social media. · vonage.com, 11 Oct 2026
- Company
- Vonage says it is part of Ericsson and serves more than 100,000 businesses worldwide. · vonage.com, 11 Oct 2026
- CRM capabilities
- The product can log calls and recordings, show customer information in CRM screen pops, and enable click-to-dial or auto-dial from a CRM. · vonage.com, 11 Oct 2026
- Digital channel scope
- omnichannel · vonage.com, 23 Sept 2026
- Free plan
- No · vonage.com, 23 Sept 2026
- Higher tier
- The Premium plan adds dynamic and multilingual announcements, dynamic routing, queued callback, whisper coaching, post-call surveys, and several APIs. · vonage.com, 11 Oct 2026
- Inbound calling
- Yes · vonage.com, 23 Sept 2026
- Integrations
- The integrations page lists Salesforce, Microsoft Teams, Microsoft Dynamics 365, ServiceNow, and Zendesk. · vonage.com, 11 Oct 2026
- IVR builder
- Yes · vonage.com, 23 Sept 2026
- Outbound dialer
- Yes · vonage.com, 23 Sept 2026
- Pricing limit
- The plans page provides no numeric prices and says feature availability can differ by CRM. · vonage.com, 11 Oct 2026
- Product
- Vonage Contact Center is an AI-powered cloud contact center service designed to improve customer experience and agent productivity. · vonage.com, 11 Oct 2026
- Routing
- The Priority plan lists IVR, skills-based routing, SLA Optimizer, priority call handling, and personal queues. · vonage.com, 11 Oct 2026
- Scalability
- Vonage describes the contact center platform as cloud-based, built on microservices, and designed for on-demand scalability. · vonage.com, 11 Oct 2026
- Security
- Vonage says its compliance certifications are third-party tested and audited, including ISO 27001, PCI-DSS, SOC, HITRUST, and CSA STAR. · vonage.com, 11 Oct 2026
- Support
- The contact center plans page directs prospective customers to request a quote and contact Vonage to discuss a suitable solution. · vonage.com, 11 Oct 2026
- Workforce management
- Yes · vonage.com, 23 Sept 2026
Where Vonage Contact Center stands on Freedom251
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