One of the first contact center providers to
offer full integration with AI-powered Einstein Conversation
Insights to drive customer engagement
HOLMDEL,
N.J., May 14, 2024 /PRNewswire/
-- Vonage, a global leader in cloud communications
helping businesses accelerate their digital transformation and a
part of Ericsson (NASDAQ: ERIC), has expanded its Vonage Premier
for Service Cloud Voice solution to include integration with
Salesforce Einstein Conversation Insights. These AI-powered
insights and analytics will empower brands to enhance the agent and
customer experience with intelligent, global calling capabilities -
all within Salesforce Service Cloud Voice.
"As one of the first Contact Center
providers to offer this integration, we are meeting a real and
growing demand."
With Einstein Conversation Insights, Vonage Premier for Service
Cloud Voice sales and service customers have the ability to see
conversational data, such as voice transcripts and caller
sentiment, surfaced in real time. Calls are then recorded and
analyzed for mentions of specific keywords, phrases, and points of
interest, enabling agents and supervisors to review the call
transcript, or uncover coachable areas that need attention or
follow up.
"We continue to invest in our relationship with Salesforce and
commitment to the expansion of our Vonage Premier for Service Cloud
Voice customer offering," said Savinay
Berry, EVP Product & Engineering for Vonage. "As one of
the first Contact Center as-a-Service providers to offer this
integration to Service Cloud Voice users, we are meeting a real and
growing demand for advanced speech analytics. With these AI-based
insights, our customers can make improvements and adjustments in
how they connect and interact with customers with actionable data
that will ultimately drive better customer experiences and higher
engagement."
With Vonage Premier for Service Cloud Voice, customers will now
be able to access Salesforce Einstein Conversation Insights to play
recordings of conversations to gain visibility into mentions of
competitors, products, custom keywords, and pricing discussions.
Sales and service leaders can then extract conversation trends and
visualize insights related to these voice and video calls to take
next steps to obtain and retain valuable customer relationships.
With Vonage's high quality, real-time transcription driving
Salesforce conversation intelligence rules, businesses can improve
customer experience by triggering next best actions and supervisor
alerts, and through post call quality management and coaching.
"This new integration for the Vonage Contact Center solution,
which leverages deeper analytics in Salesforce, highlights a key
and growing trend in the contact center technology market," said
Donna Fluss, President, DMG
Consulting. "Given the rapid pace of innovation for AI and
analytics, technology partnerships are a highly effective method to
quickly bring new and advanced capabilities to market, giving
clients increased flexibility in the solutions they use to deliver
an enhanced customer and employee experience."
Vonage Premier for Service Cloud Voice with Salesforce Einstein
Conversation Insights is currently GA and available on Salesforce
AppExchange.
Salesforce, Einstein, Service Cloud and others are among the
trademarks of Salesforce, inc.
About Vonage
Vonage, a global cloud communications leader, helps businesses
accelerate their digital transformation. Vonage's Communications
Platform is fully programmable and allows for the integration of
Video, Voice, Chat, Messaging, AI and Verification into existing
products, workflows and systems. The Vonage conversational commerce
application enables businesses to create AI-powered omnichannel
experiences that boost sales and increase customer satisfaction.
Vonage's fully programmable unified communications, contact center
and conversational commerce applications are built from the Vonage
platform and enable companies to transform how they communicate and
operate from the office or remotely - providing the flexibility
required to create meaningful engagements.
Vonage is headquartered in New
Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of
Ericsson (NASDAQ: ERIC), and a business area within the Ericsson
Group called Business Area Global Communications Platform. To
follow Vonage on X (formerly known as Twitter), please visit
twitter.com/vonage. To follow on LinkedIn, visit
linkedin.com/company/Vonage/. To become a fan on Facebook, go
to facebook.com/vonage. To subscribe on YouTube,
visit youtube.com/vonage.
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SOURCE Vonage