Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage, about how intelligent workspaces are reshaping the agent experience. Rodney explains why customer relationship management (CRM) fragmentation is becoming a major barrier for service teams, especially as organizations adopt more AI tools across the contact center.
He explores how agents often become “human middleware,” switching between multiple CRMs, copying and pasting data, and trying to piece together customer context in real time. That friction affects confidence, consistency, handle time, first contact resolution, and customer trust.
Rodney also discusses how the Vonage Intelligent Workspace creates a browser-based layer between engagement channels and CRM environments, connecting natively to 13 CRM platforms and giving agents a single pane of glass. He shares why real-time context is essential for AI to deliver accurate, useful recommendations, and why leaders should start with a workflow audit before investing in more technology.
Watch the full interview to learn how CX leaders can reduce agent friction, improve AI outcomes, and create a more connected service experience.
