Global business cloud communications leader Vonage recently announced the expansion of its Vonage Contact Center. The company now extends integration with ServiceNow, a leading digital workflow company. Vonage Contact Center for ServiceNow lets contact centers perform mission-critical customer service and productivity functions by leveraging ServiceNow’s enterprise-level customer service management solution.
This delivers a unified, contextual employee, and customer experience based on data as well as workflows. It makes integrating with CRM systems and other systems for billing, etc., simpler. There are embedded call controls, accessible via the platform’s contact pad – ensuring users never have to leave the solution.
Screen popping and click-to-dial, two other useful functions, are also available, as are automatic event logging, and the ability to listen to call recordings with a playback link. Jayesh Patel, Chief Product Officer, Vonage told UC Today, ServiceNow is fast-growing in the SaaS market and service management space, which is why it makes the platform ripe for integration, adding:
“Now that we offer solutions that support ServiceNow and other leading business apps under our Vonage Contact Center solution – we help businesses leverage mission-critical productivity tools along with the workflows needed to enable agents to work more efficiently and, productively and to better satisfy customers in real-time”
With this deep integration, remote workers can access the core capabilities of Vonage Contact Center, including an embedded ContactPad, for calling throughout the platform. They can further leverage customer and communications data using the platform’s dynamic routing and rich reporting functionalities.
Farrell Hope, Senior Vice President of Customer Workflows, ServiceNow, said these kinds of systems come from necessity, and the novel Coronavirus prompted that growing need, adding, “It’s accelerated the need for enhanced customer workflows.”
Now that the contact center workforce is more scattered than any other period in history, it remains paramount that agents feel equipped with the proper tools. And Hope said, that’s what Vonage wanted to achieve with its latest integration, saying in a statement:
“Agents can access information about the customer and call history – all the interaction data automatically captures within ServiceNow, providing enhanced customer visibility”
In a recent interview with CRN, Vonage CEO, Alan Masarek, said in the current work-from-home landscape, it’s hard to come by secure, embedded communications that offer “Integrated experiences for business users. He added, it is the only way partners should sell to customers both now and in the future. Masarek further called today’s off-the-shelf video tools ‘Wholly Inadequate.’
This is a great deal of insight into Vonage’s short and long-term business strategy, provide everything a company needs out of the box, so they don’t have to worry about managing multiple vendors and ensuring ‘there’s an integration for that.’
We’ve yet to see the full impacts of CODID-19, but we can expect to see those over the coming months. One thing’s for sure, the demand for robust work-from-home unified solutions will likely see a steady rise for some time. Vonage has already predicted that the work-from-home craze is much more than a phase, telling me in a recent interview, it would extend well into the future.
