List of Vonage Omnichannel Contact Center Customers
Vonage, an Ericsson Company
23 Main Street,
Holmdel, 07733, NJ,
United States
Holmdel, 07733, NJ,
United States
1 732-528-2600
Professional Services
2198
$1.7B
Since 2010, our global team of researchers has been studying Vonage Omnichannel Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Vonage Omnichannel Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Vonage Omnichannel Contact Center for Call Center include: Citizens Advice, a United Kingdom based Non Profit organisation with 7000 employees and revenues of $3.30 billion, Dunelm Group, a United Kingdom based Retail organisation with 12000 employees and revenues of $2.25 billion, DPD UK, a United Kingdom based Distribution organisation with 15000 employees and revenues of $2.10 billion, Financial Conduct Authority, a United Kingdom based Banking and Financial Services organisation with 5379 employees and revenues of $755.0 million, Vertafore, a United States based Professional Services organisation with 2500 employees and revenues of $390.0 million and many others.
Contact us if you need a completed and verified list of companies using Vonage Omnichannel Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the CRM software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Citizens Advice | Non Profit | 7000 | $3.3B | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2009 | n/a |
In 2009, Citizens Advice implemented Vonage Omnichannel Contact Center. The Vonage Omnichannel Contact Center is a Call Center solution deployed to centralize Citizens Advice frontline advisory contact handling, aligning the company application relationship as Citizens Advice Vonage Omnichannel Contact Center Call Center for its core advice and client engagement functions.
The implementation focused on core Call Center capabilities including automatic call distribution, interactive voice response, omnichannel routing, agent desktop functionality, call recording, and real time reporting. Configuration work emphasized channel orchestration and agent workflow to support high volume advisory inbound contacts and digital message handling consistent with typical Call Center operational patterns.
Operational coverage targeted the charitys contact operations across its United Kingdom advice network, with governance established to manage contact routing rules, agent skills based routing, and day to day queue management. Integrations were limited to telephony and digital channel endpoints and standard reporting feeds to operational teams, while workforce and supervisory workflows were restructured to reflect centralized contact handling and multichannel queue management.
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Customer Direct | Professional Services | 376 | $96M | United States | Vonage | Vonage Omnichannel Contact Center | Call Center | 2018 | n/a |
In 2018, Customer Direct implemented Vonage Omnichannel Contact Center as the core Call Center platform within a broader Vonage enterprise-grade UCaaS cloud deployment. The Vonage Omnichannel Contact Center implementation was positioned to unify voice, messaging, and SIP calling under a single cloud communications fabric and to support the company’s professional services customer engagement needs.
Configuration focused on omnichannel routing, cloud telephony provisioning, and virtual workforce enablement consistent with Call Center capabilities. The deployment leveraged Vonage’s contact center product suite to instrument session routing, queue management, and multichannel interaction handling, while SD WAN was deployed to optimize connectivity and preserve call quality across remote agents.
Operational scope included customer service and IT functions and enabled a rapid scale of remote staffing, growing the virtual workforce from 20 to 80 percent. Integration with the existing MPLS network was addressed by the SD WAN implementation to bolster MPLS performance, improve resilience, and provide business continuity and disaster recovery across distributed sites.
Governance emphasized centralized UCaaS administration and incremental rollout of omnichannel workflows to align agent routing, quality monitoring, and IT operations. Outcomes reported by the company included revitalized growth, optimization of IT staff, improved quality of customer interactions, a more competitive offering, and a unified communications experience that supported the organization’s brand and business outcomes.
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DPD UK | Distribution | 15000 | $2.1B | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2020 | n/a |
In 2020 DPD UK implemented Vonage Omnichannel Contact Center as a cloud telephony layer within its Call Center stack. The Vonage Omnichannel Contact Center was deployed to operate alongside DPD's Salesforce Lightning call centre platform and to support distributed advisor work across multiple call centres including its UK operations.
The implementation focused on omnichannel voice routing and agent desktop orchestration, with screen pop workflows and data protection prompts surfaced directly in the advisor experience. These configured advisor prompts and streamlined UI followed the same design principles DPD used during its Salesforce Lightning upgrade to preempt actions and reduce average handling time.
Vonage Omnichannel Contact Center was integrated with Salesforce Lightning for call context and CRM driven routing, enabling cloud telephony continuity when DPD moved advisors to home working within 24 hours. The deployment supported the same operational footprint covered by the Salesforce rollout, which encompassed approximately 450 advisors, and preserved business as usual across inbound channels during a period of rapidly rising parcel volumes.
Governance and change management emphasized executive immersion and operational metrics, DPD used board level experience sessions to secure buy in and weekly dashboards to measure advisor productivity post rollout. Configuration governance included scripted checks and workflow prompts to enforce data protection verification and to standardize advisor interactions across remote and on site teams.
Following the combined call centre platform work DPD reported shorter calls, with advisor calls reduced by about 15 seconds equating to over 300 case savings per year, service levels maintained while overall parcel volumes rose roughly 50 percent, and a broader reduction in complaints that the company attributes to strengthened operational controls and data driven interventions. The Vonage Omnichannel Contact Center implementation is described by DPD as a cloud first call centre modernization step within its Call Center environment.
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Dunelm Group | Retail | 12000 | $2.2B | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2023 | n/a |
In 2023, Dunelm Group implemented Vonage Omnichannel Contact Center, a Call Center solution, to consolidate a fragmented telephony estate that had been supported by many suppliers and components and to establish a single enterprise telephony foundation across stores and customer care. The deployment was positioned as an enterprise suite to support retail store networks, the customer care organization and the home delivery network, aligning telephony and contact routing with Dunelm’s broader service strategy.
The implementation combined Vonage Fusion, Vonage Contact Center and Vonage Contact Center Premier for Service Cloud Voice, with VBC used as the core telephony platform. Vonage Omnichannel Contact Center was configured to provide omnichannel agent routing inside Salesforce, unified communications capabilities, agent telephony on any device, call recording for outbound calls and voicemail drop functionality for the Home Delivery Network, delivering the functional modules needed for modern contact center workflows.
Operationally the solution was integrated with Salesforce Service Cloud Voice to centralize multichannel interactions and surface contact data in a single agent desktop. The rollout consolidated nearly 200 contact center agents from multiple systems into one unified system, and extended telephony connectivity to Dunelm’s 180 plus stores and delivery operations, enabling agents to collaborate and resolve issues without switching platforms.
Governance and process change focused on standardizing contact handling and instrumenting data to identify capability gaps, enabling continuous improvement across customer care and store-based service desks. The platform choice supported Dunelm’s shift to a largely remote agent model while unifying enterprise communications so business teams could leverage the same telephony and collaboration functionality.
Outcomes reported by Dunelm include a recorded 5 to 10 percent improvement in customer satisfaction and a similar level reduction in inbound voice handle times since going live, benefits attributed to the integrated Vonage Omnichannel Contact Center and its Service Cloud Voice integration.
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Financial Conduct Authority | Banking and Financial Services | 5379 | $755M | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2018 | n/a |
In 2018 the Financial Conduct Authority deployed Vonage Omnichannel Contact Center to consolidate and modernize its Call Center operations. The deployment targeted two multi-channel contact centres handling inbound and outbound calls, webchat, email and web forms, and tied into the FCA VDI estate used by agents and EUC teams.
The Vonage Omnichannel Contact Center implementation delivered omnichannel routing, an IVR front door, agent desktop queuing and skills-based routing, and real-time wallboard and reporting components. Configuration work included telephony routing, agent provisioning, and interfaces to workforce planning workflows to support forecasting and headcount documents used by planning teams.
Integrations were explicit to the environment, including Teleopti as the workforce management system and New Voice Media as multi-channel routing software, alongside Microsoft Teams for internal collaboration and presence during the FCA’s Teams roll-out. The platform was integrated with VDI provisioning and EUC capacity management practices, and oversight covered physical contact centre technology such as wallboards and headsets.
Governance and operationalization were coordinated with contact centre planning and telephony leads, incorporating workforce planning, creation of training for team leaders, liaison with the internal Software Asset Management team for software processes, and business continuity practices including a 24 hour escalation process. Financial Conduct Authority Vonage Omnichannel Contact Center Call Center alignment focused on supporting operational planning, telephony routing, and enterprise EUC controls.
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Healthcare | 5000 | $100M | United States | Vonage | Vonage Omnichannel Contact Center | Call Center | 2016 | UpCurve Cloud |
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Professional Services | 2500 | $390M | United States | Vonage | Vonage Omnichannel Contact Center | Call Center | 2019 | n/a |
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Buyer Intent: Companies Evaluating Vonage Omnichannel Contact Center
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Vonage Omnichannel Contact Center. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Vonage Omnichannel Contact Center for Call Center include:
- Bell Theatre Services, a United Kingdom based Professional Services organization with 25 Employees
- Modern Aviation, a United States based Transportation company with 210 Employees
- Loudoun County, VA, a United States based Government organization with 4673 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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Bell Theatre Services | Professional Services | 25 | $4M | United Kingdom | 2026-01-26 |
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Modern Aviation | Transportation | 210 | $63M | United States | 2026-01-18 |
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Loudoun County, VA | Government | 4673 | $2.6B | United States | 2024-08-15 |
FAQ - APPS RUN THE WORLD Vonage Omnichannel Contact Center Coverage
Vonage Omnichannel Contact Center is a Call Center solution from Vonage.
Companies worldwide use Vonage Omnichannel Contact Center, from small firms to large enterprises across 21+ industries.
Organizations such as Citizens Advice, Dunelm Group, DPD UK, Financial Conduct Authority and Vertafore are recorded users of
Vonage Omnichannel Contact Center for Call Center.
Companies using Vonage Omnichannel Contact Center are most concentrated in Non Profit, Retail and Distribution, with adoption spanning over 21 industries.
Companies using Vonage Omnichannel Contact Center are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Vonage Omnichannel Contact Center across Americas, EMEA, and APAC.
Companies using Vonage Omnichannel Contact Center range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 14.29%, large organizations with 1,001-10,000 employees - 57.14%, and global enterprises with 10,000+ employees - 28.57%.
Customers of Vonage Omnichannel Contact Center include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Vonage Omnichannel Contact Center customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.