If enabled, you can configure Salesforce to create cases corresponding to messages from various sources: email, social media including Twitter and Facebook, SMS, and so on. Using NewVoiceMediaVonage Contact Center's omni-channel routing feature—Unite—you can configure NewVoiceMedia Vonage Contact Center in Salesforce to route these cases to a NewVoiceMedia Vonage Contact Center skills-based route plan. This route plan then routes the cases to the appropriate agents. For information on skills based routing, see Skills based routing.
...