One of the first contact center providers to
join Salesforce pilot program as a premier provider for
Service Cloud Voice, now with the ultimate omnichannel
solution
HOLMDEL,
N.J., Sept. 18, 2024 /PRNewswire/
-- Vonage, a global leader in cloud communications helping
businesses accelerate their digital transformation and a part of
Ericsson (NASDAQ: ERIC), is one of the first contact center
providers to join Salesforce's Bring Your Own Channel for
Contact Center as a Service (BYOC for CCaaS) pilot program. With
BYOC for CCaaS, Vonage Premier for Salesforce Service Cloud Voice
customers will have the ability to integrate Vonage omnichannel and
AI-powered capabilities into their existing contact center
solutions, including voice, SMS, chat, social messaging apps like
WhatsApp, and more - delivering faster resolution times and
creating a more native, personalized and meaningful experience for
customers by connecting with them on their channel of choice.
"We are very excited to have Vonage, a leading Salesforce
Service Cloud Voice partner, take this very important step to
expand its deep Salesforce integration through BYOC for CCaaS,
delivering the omnichannel capabilities - and the APIs to enable
them - that create the kind of customer experiences that drive
meaningful engagement," said Tony
Flores, Senior Director of Product Management for
Salesforce.
With BYOC for CCaaS, Vonage Premier for Service Cloud Voice
customers will now be able to connect with customers across various
communications channels, as well as access data insights and
AI-based agent productivity tools, to create a better overall
customer journey and a more productive and efficient agent
experience. The solution's single routing and agent capacity model
also increases contact center capacity, leading to more customer
interactions being resolved better and faster. Workforce Engagement
Management (WEM) is also provided through Vonage's seamless
integrations with leading WEM solutions Verint, Calabrio Teleopti,
Playvox and injixo, ensuring optimum planning, scheduling,
tracking, and management of the contact center workforce.
"Today's contact center agents play a vital role in support of
the businesses they represent and in meeting the increasing demands
of tech-savvy customers who want to connect from anywhere, on their
preferred communications channels," said Reggie Scales, Acting Head of Applications for
Vonage. "These agents are also frequently working from anywhere and
need the tools to access critical information to troubleshoot
common customer issues and provide real-time customer support.
Having all of these capabilities in a single user interface -
omnichannel modes of communication coupled with a 360 view of
customer information and key knowledge bases - this is the contact
center of the future."
A key differentiator for Vonage as a pilot partner in this
program is its ability to source a single AI-based Virtual Agent
solution for self-service automations across voice and digital
channels using Vonage AI studio - while also leveraging Salesforce
for all Live Agent Assist and Analytics needs. Vonage can also
integrate its own Vonage Communications APIs to power
pre-built programmable capabilities for voice, SMS, social and
chat, directly into the contact center - all on one combined
Salesforce and Vonage platform. This singular view also enhances
efficiency by keeping agents and supervisors in a single Salesforce
desktop to eliminate application switching and the need to toggle
between screens.
"Modern contact centers are experiencing increasing pressure and
demand to deliver better, more personalized, omnichannel
interactions, as well as quicker and more accurate responses to
customer issues," said Jim Lundy,
CEO, Founder & Lead Analyst, Aragon Research. "With BYOC for
CCaaS, Vonage aims to address the increasing demand for a unified
and customizable customer experience across all communication
channels, leveraging existing Salesforce platforms and AI-powered
insights and automation."
Vonage Premier for Service Cloud Voice is currently available on
the Salesforce AppExchange with Salesforce BYOC for CCaaS
integrated capabilities now available for customers to pilot.
To find out more about Vonage Premier for Service Cloud Voice,
visit www.vonage.com.
Salesforce, AppExchange, Service Cloud Voice, Einstein 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
