Vonage Contact Center integration for Dimension Labs
This brings in Vonage Contact Center call transcripts from Conversation Analyzer, one call as one message. One call becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Vonage Contact Center (VCC) APIs and posts each transcript to the universal API.
- Platform
- Vonage Contact Center
- Type
- Contact center
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Vonage Contact Center's documentation
Every Vonage Contact Center message, in the same shape as everything else.
The transcript the API returns is one block of text with no speakers, so each call is sent as a single message, as described in Transcripts in one block. Dimensions are still extracted from the whole call. What you can't do is separate what the customer said from what your agent said.
transcript text The whole call, with line breaks turned into spaces. Calls with an empty transcript are skipped.
guid userId The API has no customer id: connectFrom and connectTo are phone numbers. The code uses the sessionId, or look up your own internal customer id in your system.
none incoming Always true: the transcript holds the customer's words, and there is nothing to split it on.
guid sessionId One call is one conversation in Dimension Labs.
guid conversationId Same value as sessionId.
start dimensionlabs_timestamp When the call started.
direction, language, confidence, callTimeBreakDown, category names, sentimentSummary.overallSentiment platformJson Marked transcript: 'unsplit' so you can filter these records. Leave out connectFrom and connectTo: they are phone numbers.
5 steps. Then it runs on its own.
A small job on your side reads Vonage Contact Center through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Open the full Vonage Contact Center guide ›- 01Get API access in Vonage Contact Center
- 02Pull new transcripts
- 03Map the fields
- 04Send it
- 05Run it
What you need
- Conversation Analyzer on your VCC account. It is a provisioned feature: if you don't have it, ask Vonage. Call recording must be on too.
- Calls set up for analysis. Vonage lists these settings:
- API credentials with the interaction-content:read scope, created by a user who can see the calls: View inbound interaction content, View outbound interaction content, and access to the groups of the agents who took the calls. A token has the permissions of the user who created the credentials.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Vonage Contact Center data.
- What drives repeat calls and transfers?
- Which call reasons come before churn or cancellation?
- What separates the best agents from the rest?
Vonage Contact Center integration questions
Does Dimension Labs integrate with Vonage Contact Center?
Yes. A small job on your side reads Vonage Contact Center through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Vonage Contact Center's documentation on 2026-10-26.
What Vonage Contact Center data does Dimension Labs bring in?
This brings in Vonage Contact Center call transcripts from Conversation Analyzer, one call as one message. One call becomes one conversation in Dimension Labs. You run it on your side: a small script pulls from the Vonage Contact Center (VCC) APIs and posts each transcript to the universal API.
What do I need to connect Vonage Contact Center?
Conversation Analyzer on your VCC account. It is a provisioned feature: if you don't have it, ask Vonage. Call recording must be on too. Calls set up for analysis. Vonage lists these settings: API credentials with the interaction-content:read scope, created by a user who can see the calls: View inbound interaction content, View outbound interaction content, and access to the groups of the agents who took the calls. A token has the permissions of the user who created the credentials. A Dimension Labs API key for a new Universal API source.
How often does Vonage Contact Center data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Vonage Contact Center?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
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