Avoma Integration with Vonage Contact Center

Overview

Avoma is a conversation intelligence solution for Sales and Customer Success teams to transcribe, summarize, and analyze customer calls and meetings.

Avoma Account Setup

To use Avoma’s conversation intelligence functionality for your Vonage account, please follow these step-by-step instructions:

1. Create Avoma Account

First, you need to create an account on Avoma by signing up from this page: https://app.avoma.com/signup. You can sign up to Avoma with your work email address using Gmail and Microsoft/Outlook.

2. Connect Vonage Contact Center with Avoma

We need the following details for connecting to Vonage. You can share these with your CSM or email us at help@avoma.com

1. Region:
   Based on whether you’re located at EMEA, NAM, or APAC pick the below relevant link

1. Client ID and the client secret

Please navigate to the section: 

Getting API credentials from VCC at This link

In the name section please add “Avoma”

In the scopes section please add (Paste below in scopes field)

• interaction-content:read
• users:read
• agents-availability:read

Things to note:

1. You must be an Admin within Avoma to connect to Vonage and 
2. You must be an Admin within Vonage to create the app and provide client_id, client_secret to connect with Avoma.

Once received the details our team will create an integration with your Vonage account and email you once done. 

Once connected you can start seeing the dialer calls appear in Avoma. The sync frequency for this is every 30 mins. 

For the calls to be available and processed in avoma, if call owners have a plus or higher plan within Avoma and have the same email address in Vonage contact centre and Avoma

3. Invite Team

If you want your team’s Vonage call to be analyzed in Avoma, then invite your team members to Avoma from the Users page: https://app.avoma.com/settings/users.

Avoma will start analyzing calls for only members who have signed up with Avoma.

Everyday Usage

1. Review Summarized Notes & Call Analysis in Avoma

Once Avoma gets the specific recording file, it transcribes and analyzes each call so you can find important nuggets of information easily.

In the Avoma application, you can see:

• Summarized notes with Next Steps, Questions Asked, and more details.
• Full call transcript
• Different speakers identified with their Talk time
• Different topics detected
• Coaching insights like how many times you used filler words

You can also edit summarized notes in Avoma and add any missing details. If you have CRM connected with Avoma, the notes will be attached to the appropriate CRM Object(Account/Company, Deal/Opportunity, Contact/Lead)

You can see different Topics and Speakers identified in the call from the Analysis tab:

You can also see key conversation insights like filler words, key topics discussed, etc. from each call from the Insights tab:

Uninstallation Instructions

Uninstallation from Avoma App

1. Get in touch with Avoma CSM team or email us at help@avoma.com to disconnect the Vonage integration.