VONAGE BUSINESS LIMITED

Vonage Contact Centre

Vonage CCaaS provides data driven AI assisted EX and CX experiences, realtime agent guidance, and sentiment analysis. Features include Intelligent ACD and IVR, Live Transcription, Secure Payment, Next Best Actions, Agent Assist, Video Meetings and multi-vendor CRM integration. Agents manage Omni Channel conversations from a single pane of glass.

Features

• Intelligent IVR with AI, LLM, Machine Learning and Voice BOTs
• Cloud-based architecture supporting office and home working
• CRM Integration for Salesforce, Dynamics, SNOW, Zendesk, other leading CRMs
• Outbound Calling: Click-2-call, Outbound IVR, Auto Number Selection, Dialler, Cadence
• Agent Assist: Real-Time Transcription, Sentiment, Agent Hints, Next Best Action
• QM and WFM: Call Recording, Transcription, Speech Analytics, Scheduling, Forecasting
• Security & Identity: ID&V options, PCI DSS Secure Payment
• Integrations: Google, O365, Salesforce Voice, Agentforce, Microsoft Teams, SNOW Voice
• Automation: Speech Recognition, Virtual Agents, Self-service and automated call Handling
• Work from anywhere on any device over the internet

Benefits

• Effectively manage your contact centre with live contextual data
• Increase first call resolution and reduce Average Handle Time
• Leverage CRM/customer data to drive efficiencies for customer service
• Outbound efficiencies: increase pick-up rates save time with voicemail drops
• Disaster recovery and business continuity seamlessly built-in
• Improve agent behaviours to drive customer satisfaction and CC performance
• Scale to service demands: flex usage to meet peaks/troughs
• Seamless integrations to business tools providing simplicity to agents
• Self-serve customers on the preferred channels: WhatsApp and SMS
• Remote working: Unify the workforce via a web-browser

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

146851756256375

Contact

Martin Harris
07500 333471
martin.harris@vonage.com

About your service

• Service categories:

  Applications

  Collaborative

  • Team collaboration
• Multi cloud support: Yes

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Vonage offers stand-alone contact centre with native app-based integration for Salesforce, Zendesk, ServiceNow, and Microsoft Dynamics. The Intelligent Workspace also connects voice features to HubSpot, Bullhorn, Zoho, SugarCRM, NetSuite, ConnectWise, JobDiva, Clio, Google Workspace, and Microsoft 365. These connectors enable click-to-dial, screen pops, and automated call logging for streamlined workflows.
• Cloud deployment model: Public cloud
• Service constraints: No downtime for maintenance or upgrades. If premium support is not taken then standard support coverage is 8am-8pm Monday-Friday. Only public cloud is offered. Premium support coverage is 24 x 365.
• System requirements:
  • We recommend latest version of: Edge, Firefox, Chrome, Safari, Explorer
  • User's processor speed and RAM must meet the recommended specification
  • For peak UC performance, Ethernet outperforms Wi-Fi's inherent instability.
  • Minimum prerequisites must be met in accordance with the T&Cs.
  • "Browsers you must enable:: Cookies JavaScript TLS 1.2 or later."
  • Bandwidth per user must meet the minimum bandwidth requirements.
  • Firewall configuration must meet Vonage prerequisites.
  • APIs must be enabled with your CRM licence for integration

User support

• Email or online ticketing support: Yes
• Support response times: Vonage Community Support Service teams are available 24 hours a day, 365 days a year. So regardless of your location and time zone you can always reach an experienced Technical Support Engineer. ; Support cases are raised via the community hub or phone and answered within 15 min to 2 days depending on the priority of the case and level of support:; Priority 1: Basic -1 business day; Standard - 30 min; Premium - 15 min; Priority 2: Basic -2 business days; Standard - 1h; Premium - 30 min; Priority 3: Basic -2 business days; Standard - 4h; Premium - 1h
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Vonage has not conducted interface testing with assistive technology users.
• Onsite support: Yes, at extra cost
• Support levels: Support team is available 24/365, ensuring access to a Technical Support Engineer. Customers can contact support via phone, email, or the Community Hub. Every customer also has a non technical account manager. Depending on contract spend customers can also have access to a Customer Success Manager.; ; All customers receive Standard Support, with optional upgrades to Premium Support (24x7) or Premium Plus Support. Standard Support is charged at 10% of the overall licence subscription. Premium Support is charged at 20% and includes enhanced response times and a remote service review. Premium Plus Support is charged at 25% and includes enhanced response times, one annual on-site visit, and pre-built service credits.; ; Tickets are categorised by priority; P1 (Critical): Complete loss or serious impairment of voice or data services with critical business impact and no workaround. Response are 30 minutes for Standard Support and 15 minutes for Premium and Premium Plus.; P2 (Major): Severe service impairment with significant business impact, though operations continue. Response are 1 hour for Standard Support and 30 minutes for Premium and Premium Plus.; P3 (Minor): Minor service issues causing limited inconvenience. Response are 1 business day for Standard Support and 4 hours for Premium and Premium Plus.
• Support available to third parties: Yes
• AI chatbot: No

Onboarding and offboarding

• Getting started: Vonage provides onsite and remote training which is chargeable. Rates are documented in the pricing. The number of days required will be confirmed on the completion of a scoping session and detailed within a Statement of work (SoW).; ; Any training provided is alongside free online resource materials and documentation as well as access to our customer portal which has videos, articles and access to our Community Consultants who can support customers with post-deployment training needs all free of charge.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Vonage have APIs for call recordings so these can be securely migrated away from our platform. This is also the case for core contact stats with the ability to download via CSV or via our stats API. We also push stats into BI tools or the CRM so is mitigated throughout the agreement. The CRM database can be extracted using the CRM export mechanisms if required, which can be automatic with no time limit.
• End-of-contract process: Customers have the ability to port numbers away from the Vonage service at no charge at the end of the contract. Customers can also continue to forward calls from Vonage but there is a call forwarding charge like a normal call charge. The customer has the choice of either option and we will fully support the customer in either case.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: We provide content in a variety of formats, such as videos, text and slides and can customise content to meet specific requirements. This could be customised training manuals for different customers or self-help guides.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Vonage Contact Centre web-browser app can be used to access the tool. Vonage has also developed an integration for the Salesforce Mobile App. Users can click to call from Salesforce records accessed within the mobile app. Calls placed via the Salesforce Mobile App are logged for reporting purposes, Call recording and call analytics can also be performed.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Vonage provides embedded applications for CRM systems Salesforce, ServiceNow, Zendesk, Microsoft Dynamics, enabling seamless access to communication tools, features like screen pops, automatic call logging, intelligent call routing, within the CRM interface.; Vonage offers a standalone web-browser tool—Vonage Contact Center Standalone ContactPad and Intelligent Workspace that allows access to the application, including softphone capability or call control for another phone device.; Vonage provides a web-based admin portal for general system administration and IVR configuration. The Admin and Supervisor Portal enables team monitoring, real-time and historical analytics, call/screen recordings access, and IVR/call flow design through the Interaction Architect call flow designer.
• Accessibility standards: None or don’t know
• Description of accessibility: The Vonage Contact Centre agent and administration services, including Intelligent Workspace, are accessed via a supported web browser with an active internet connection required for both application and softphone services. Vonage supports third party accessibility services for web-based and call applications. Intelligent Workspace provides a simple web-based agent desktop, ensuring accessibility options for all users, including those not using Salesforce CRM.
• Accessibility testing: To date, Vonage have not conducted interface testing with users of assistive technology. Vonage can work with users of assistive technology on a case by case basis. Vonage can work alongside third party accessibility solutions to deliver accessibility requirements.
• API: Yes
• What users can and can't do using the API: Vonage provides a library of APIs to support an array of different functionality and application extensibility options within the Contact Centre. Vonage Contact Centre APIs include: Authentication API, Agent Availability API, Conversation Analyzer API, Insights Stats API, Interaction Content API, Interactions API, Payment API, User Admin API. ; Please refer to https://developer.newvoicemedia.com/ for related API documentation.; ; The following APIs are available for Intelligent Workspace and enable integration and functionality within Vonage services:; ; Authentication API; Agent Availability API; Agents API; Conversation Analyzer API; Insights Stats API; Interaction Content API; Interaction Content Export API; Interactions API; Payment API; User Admin API; Webhooks API; VCC's V0 APIs; ; Vonage can also provide a wider set of Communications APIs as part of the Vonage API platform. Services include: Video API, Messages API, Voice API, Verify API and more. Please refer to https://www.vonage.co.uk/communications-apis/?icmp=mainnav_products_communicationsapis for more information.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can work with Vonage Contact Centre and Intelligent Workspace through a user-friendly interface, accessible via Salesforce integration or as a standalone product, supporting voice, chat, email, SMS, and other channels.; Customisation options include configuring inbound caller journeys, IVR menus, call forwarding workflows, dashboards, reports, announcements, and branding. Interaction Architect enables users to build and update interaction plans using configurable applets and supports features such as text-to-speech, uploading custom audio files, and dynamic routing based on skills or caller attributes.; Dashboards and reports can be customised at both site and user levels, with access rights managed by administrators. Over 200 metrics and 20 visualisation types are available for reporting.; Role-based permissions allow system administrators and supervisors to control who can customise the system. Admins can provision users, assign roles, and restrict or enable customisation capabilities. Local administrators can manage agents, groups, skills, interaction plans, reports, and system settings. End-user customisation can be prevented if required by sys admins.; Customisation is achieved through intuitive graphical interfaces, bulk provisioning, APIs, and integration options, ensuring the solution adapts to organisational needs.

Scaling

• Independence of resources: Vonage Contact Center operates as a true multi-tenant shared services platform, merging inbound and outbound telephone traffic with the phone traffic from other customers. To prevent demand from other users impacting performance, Vonage controls and regulates the flow of account services through the platform, manages account assets such as inbound numbers and telephony servers, and maintains capacity at approximately 60% to ensure headroom for unexpected increases. All platform components are monitored 24/7, and capacity is evaluated during onboarding based on forecasted volume per customer.

Analytics

• Service usage metrics: Yes
• Metrics types: Vonage Contact Centre provides historic analytics with default dashboards covering service metrics such as queue performance, skill, virtual queue, abandons, target time to answer, agent performance, agent timeline, and login/logout. Reporting includes IVR usage analytics, multi-channel metrics (voice, WhatsApp, SMS, Messenger, web chat, email), and comprehensive agent and call statistics. All metrics are accessible via dashboards and the Insights API for integration with third-party BI tools.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Vonage have APIs for call recordings so these can be securely migrated away from our platform. This is also the case for core contact stats with the ability to download via CSV or via our stats API. For exporting purposes. Most of the data is stored in the CRM database and can be extracted using the CRM export mechanisms. Call recording can be exported using SFTP protocol.; Also all users can be exported to CSV file format from the admin interface. Vonage does not support importing of call recording to our platform.
• Data export formats:
  • CSV
  • Other
• Other data export formats: Call recordings exported in WAV format
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Service Credits Agreement - provided when our premium+ support package is purchased. More detailed information can be accessed via the terms and conditions document.; ; Platform Availability % impacts the Number of Subscription Services days added to Term at no charge to Customer; (“Service Credit”). See below:; 99.9% or above None; 98.0% to 99.8% 2; 95.0% to 97.9% 5; below 95.0% 10
• Approach to resilience: Vonage has invested heavily in this area. We run a service mesh in a geographic region. We operate highly available nodes, including full replication. That means we run active/active offering high resilience within and across nodes. Many of our Enterprise customers leverage this functionality by scheduling active moves between nodes to demonstrate business continuity (BCP) to their internal auditors and validating service availability. Our architecture is designed to expect and handle failure, but in most cases we want and need to rotate infrastructure for housekeeping requirements. Our infrastructure design allows us to easily rotate infrastructure and hence offer a 24x7 service without the need for service windows. We invest in tooling and have a site reliability engineering team (SRE) focused on capacity, elasticity, telemetry, monitoring and alerting, ensuring we monitor platform capacity and health. In addition to investing in tooling we also invest in our people with training and education as part of our overall commitment and investment in this area.
• Outage reporting: Vonage Contact Centre fully publishes our results live on our trust site: https://vcc.statuspage.io/ This provides live updates on the uptime and availability of the service as well as the functional aspects. We also provide live SMS updates for customers who opt in. This provides a live feed on potential issues and resolutions. Email alerts are also an option.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: To make use of the Vonage CC APIs, and various other Vonage CC features, you need to have a unique account key and API authentication token. This can be generated by administrators. Vonage CC also provides multifactor and federated authentication. Vonage CC supports OpenID Connect federated authentication. We currently support Salesforce and Microsoft via Azure AD/Office 365. Salesforce customers benefit from a near zero configuration Single Sign On experience.
• Access restrictions in management interfaces and support channels: Vonage Contact Centre platform can restrict access to features on a user-level basis. Each user is granted access to the platform with the permissions needed to fulfil their role, with the ability to increase or decrease permissions available to the Administrator.; ; Support channels are also restricted on a user level. If needed, rules about who can and can’t contact support and manage cases can be configured via our CRM and through the customer portal.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: GPDR, SOC2 Type II, PCI DSS Level 1, HIPAA
• Information security policies and processes: Vonage CC's CISO is leading all information security activities within Vonage. We have a dedicated global Information Security team. The team consists of ( Head of IS, Information security Managers, Compliance Managers, Security engineers and Infrastructures security engineers ) Furthermore, Vonage has appointed a Data Protection Officer (DPO) to oversee data protection strategy .
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Vonage CC has configuration and change management policy and procedure. All changes to the production environment are reviewed by the change control board prior to being deployed. All systems follow a configuration standard.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: All production and development environments are scanned on a regular basis using the Tenable Nessus vulnerability scanner.; ; Active subscriptions to the vulnerability feed, from Tenable, will be maintained as the main source of vulnerability information.; ; These vulnerabilities are logged in Jira, where remediation tickets are created for each vulnerability, team/owners assigned to the tickets ; Regular penetration tests are also performed, the results for which will be analysed and added to the VQ Jira project.; ; In addition, we subscribe to mailing lists from( SANS, CENTOS, MS, CISCO, Full Disclosure, VMware, SecurityFocus Bugtraq ) for vulnerability awareness.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Vonage CC's Monitoring function has the following policies in place: vulnerability and alert management procedure, logging policy and logging procedure. Daily review of the logs, real time alerts are raised, there is 24/7 system monitoring and support available to resolve the issues.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: As part of Vonage CC’s ISO 27001 accreditation, incident management procedures have been established to: ensure timely identification of potential information security incidents, events and weaknesses, identify and implement corrective actions, identify non-conformities and their causes, reduce the causes of non-conformities in the Information Security Management System to prevent recurrence, review corrective and preventative actions taken and inform Customers that may be at risk, and in case of a confirmed breach, timely customer notifications inline with local data protection regulations (GDPR, HIPPA).
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Vonage offer a one-week free trial for internal testing of the solution on a mutually signed success criteria basis. Vonage will provide access for up to 5 licences and receive training and guidance from our solution engineering team. We can offer daily calls to support users. To access email martin.harris@vonage.com

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Indian Registry Quality Systems
• ISO/IEC 27001 accreditation date: Monday 30 September 2024
• What the ISO/IEC 27001 doesn’t cover: Whole organisation covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Friday 4 June 2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Whole organisation covered
• PCI certification: Yes
• Who accredited the PCI DSS certification: Wavenet
• PCI DSS accreditation date: Saturday 13 September 2025
• What the PCI DSS doesn’t cover: Not applicable
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type 2
  • HIPAA
  • HITRUST

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at martin.harris@vonage.com. Tell them what format you need. It will help if you say what assistive technology you use.