List of Vonage Omnichannel Contact Center Customers
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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.
The Vonage Omnichannel Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of CRM software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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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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Retail | 12000 | $2.2B | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2023 | n/a |
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Banking and Financial Services | 5379 | $755M | United Kingdom | Vonage | Vonage Omnichannel Contact Center | Call Center | 2018 | n/a |
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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
- 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
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