Customer Overview
Customer is a global consulting and retail services leader focused on delivering responsive, personalized client experiences.
The Communication Gap
Customer’s client-facing teams relied on Vonage for voice calls, video meetings, and voicemail, but none of this activity flowed into Salesforce, where account management and opportunity tracking took place. The disconnect created operational blind spots:
- Calls, meetings, and voicemails were not captured in Salesforce, leaving teams without a complete communication trail
- Agents had to switch between systems, slowing down tasks and complicating client outreach
- Leaders lacked a consolidated view of engagement history, making it harder to assess relationship health and service quality
Customer needed an integrated communications ecosystem that brought Vonage activity directly into Sales Cloud, ensuring every interaction was captured and actionable.
The Solution: Integrated Voice & Video Workspace for Sales Cloud
To create a unified communication experience, our Salesforce team implemented a dedicated Vonage–Salesforce integration framework, transforming Sales Cloud into a central hub for all client interactions.
- Direct Calling & Video Conferencing from Salesforce
Users gained the ability to launch calls and video meetings straight from Salesforce records, reducing steps and enabling faster outreach.
- Automatic Logging of Communication Activity
Every call, voicemail, and meeting captured in Vonage was automatically recorded as a Salesforce Task and linked to the appropriate Contact, Account, or Opportunity, enriching the CRM timeline with precise interaction details.
- Voicemail Transcription Inside Salesforce
Voicemails were transcribed and stored in Salesforce, making it easy for teams to review messages, follow up quickly, and reference communication history without leaving the platform.
The Results
- A Complete Conversation History in One System
Teams now see every call, voicemail, and meeting inside Salesforce, enabling more informed and context-rich client interactions.
- More Productive Outreach
With one-click call initiation and built-in communication tools, agents spend less time navigating systems and more time engaging customers.
- Stronger Client Management
Centralized communication logs give account teams a clearer understanding of customer needs, helping them respond proactively and maintain high-quality relationships.
Congruent Software transformed how teams communicate with clients. The Vonage integration delivered seamless calling, effortless logging, and complete visibility, empowering teams to collaborate efficiently and engage customers with greater confidence.