Partner Contact Center Powered by Vonage vs Certinia Services Analytics

DEEP INTEGRATION WITH SALESFORCE Designed to leverage Salesforce capabilities & data to deliver the best CX - from routing using any Salesforce object to popping up the right CRM data & call history for agents and offering analytics across CRM & call data. Agents, admins & managers never need to sync between applications or swivel between apps. Service teams will drive up CSAT metrics. Sales teams will be more productive and place more calls.. RELIABLE & SECURE Never miss a call - you can depend on us for security, compliance and 99.999% availability. We continually test the performance of our operations and provide the results publicly at https://www.vonage.com/system-status/. GLOBAL REACH & CRYSTAL CLEAR CALL QUALITY Benefit from our carefully engineered network. We've invested in a global voice infrastructure that makes every conversation crystal clear. Our customers have agents in over 60 countries; they depend on our global reach to support agents operating around the world. We also provide Global Voice Assurance which ensures excellent call quality by using the telephony infrastructure local to the caller and the agent.

INTELLIGENT, PREDICTIVE, & ACTIONABLE INSIGHTS Your business has captured more structured and unstructured data about your customers and financial trends than any human, spreadsheet, or traditional analytics tool could realistically process. Turn that valuable data into action with Certinia Analytics & Reporting. Run a more predictable, efficient business and exceed customer expectations. CUSTOMER INSIGHTS Get rich analytics on patterns of customer behavior, sentiment, and product usage data. Know exactly which customers are likely to renew and upgrade, and which ones need proactive outreach to prevent customer churn. ANALYTICS FROM OPP TO RENEWAL Crunch millions of transactions in seconds and generate comprehensive business insights based on sales, orders, service delivery, and financial data across the entire customer lifecycle. MILESTONE MANAGEMENT Use a scenario-based approach, applying the appropriate delivery curves and weighting system for true outcomes, to track critical milestones and corresponding business impact. EXTENSION OF CERTINIA PSA Optimize resource planning and project profitability with analytics powered by Einstein.