Vonage Channel Partner – Omnichannel Contact Center (USA)
Vonage Contact Center: One Omnichannel Contact Center for Voice, Digital and AI
Route voice, email, chat, SMS, WhatsApp, RCS, video and social conversations through one set of routing rules, right inside Salesforce. xRapid Media is a Vonage channel partner helping US and international teams plan, buy and roll out Vonage Contact Center (VCC).
Get connected to a Vonage expert with 20 years of experience – free consultationEvery channel, one routing engine
Customers switch between phone, text and chat all day. Vonage Contact Center lets you meet them on every channel while your agents work from one queue. Vonage describes it as a single business logic for routing interactions across all channels, with SLA-based, skills-based and personalized routing.
- Voice
- Web chat
- SMS
- RCS (with SMS fallback)
- Video
- Social channels (via Salesforce)
Channel availability depends on your VCC edition, account settings and Salesforce setup. We confirm what fits your plan during the consultation.
Why teams choose Vonage Contact Center
Deep Salesforce integration
VCC is built for Salesforce. Agents work with Salesforce as the agent desktop, and Salesforce stays the single source of truth for every customer interaction. It also integrates with ServiceNow and other CRMs.
AI virtual assistants
Vonage Virtual Assistant handles routine requests across voice and digital channels and hands off to a live agent with full context when a person is needed.
Real-time visibility
Monitor service levels in real time, manage KPIs across channels and use omnichannel statistics and reporting to coach agents.
Recognized by Gartner
Vonage was named a Niche Player in the 2025 Gartner® Magic Quadrant™ for Contact Center as a Service (published September 8, 2025).
Proof from real Vonage customers
Associa reports call deflection rates of 46-48% with Vonage Contact Center and Vonage AI Virtual Assistant, and hold times cut from 3-4 hours to 31 seconds.
Wowcher cut its call abandonment rate to less than 4% with Vonage Contact Center and Salesforce, while answering 90% of calls within 30 seconds.
Vonage’s contact center app for Salesforce is rated 4.93 out of 5 on the Salesforce AppExchange from more than 1,000 reviews.
Results are as published by Vonage and the Salesforce AppExchange. Your results will depend on your setup, volumes and processes.
How xRapid Media helps
1. Discovery
We map your channels, call volumes, CRM and goals, and check whether VCC is the right fit.
2. Solution design
We outline routing, AI self-service and Salesforce workflows so you know what to ask for and what it costs.
3. Connect and launch
We connect you with the right Vonage contacts and support you through rollout and optimization.
Get connected to a Vonage expert with 20 years of experience – free consultation
Tell us about your team and we will reply within one business day. No obligation.
Latest Open CTI Migration News
Salesforce retires Open CTI on February 28, 2028. Here are our latest updates and guides on moving to Salesforce Voice with Vonage.
- Open CTI to Salesforce Voice: A Practical Migration Checklist for Admins
- How Genesys, Talkdesk and RingCentral Users Are Affected by the Open CTI Retirement
- Running Vonage on Open CTI? Here Is the Move to Partner Contact Center Powered by Vonage
- The 4 Salesforce Voice Migration Paths for Open CTI Users, Explained
- Salesforce Will Retire Open CTI on February 28, 2028: What US Contact Centers Need to Know
Frequently asked questions
What channels does Vonage Contact Center support?
VCC supports voice, email, web chat, SMS (with RCS where enabled), WhatsApp and video. With Salesforce Omni-Channel it also supports Live Agent, Live Message, SOS and social channels.
Does Vonage Contact Center work with Salesforce?
Yes. VCC is designed for Salesforce, with Salesforce as the agent desktop and native routing and reporting. It also integrates with ServiceNow and other CRMs.
Can AI handle routine calls and chats?
Yes. Vonage Virtual Assistant automates common requests across voice and digital channels and passes context to a live agent when needed.
Is xRapid Media part of Vonage?
No. xRapid Media LLP is a separate company and a Vonage channel partner. We help you choose, buy and adopt Vonage Contact Center, and we connect you with the right Vonage experts.
What does the consultation cost?
The first consultation is free and comes with no obligation.
Disclaimer: xRapid Media LLP is a Vonage channel partner and a separate company from Vonage. Vonage is a trademark of its respective owner; Salesforce, AppExchange and Gartner are trademarks of their respective owners. Gartner does not endorse any vendor, product or service depicted in its research publications. Customer results are as published by Vonage.