Vonage Boosts Voice Platform with AI-Powered SIP Capabilities

SIP Trunking customers will benefit from “frictionless” and “intelligent” features.

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Published: July 25, 2024

Rhys Fisher

Vonage has announced plans to introduce AI-powered SIP Capabilities for its SIP Trunking customers.

The “intelligent” new features will look to simplify the SIP utilization process by providing users with access to AI voice engagement solutions via pre-built code and low-code/no-code applications.

Accessible from within Vonage’s dashboard, the tool will also allow developers and enterprises to “easily” deploy their SIM trunks across the globe.

The CPaaS specialist believes that these additional features will allow businesses to deliver more personalized and informed levels of customer engagement, resulting in a superior overall voice offering.

In discussing the new capabilities, Tim BantingPractice Leader of Digital Workplace for Omdia – praised Vonage for its “continuous innovation and comprehensive solutions that help businesses enhance customer experiences.

One such example is Vonage’s intelligent SIP offering, which allows businesses to customize and optimize voice and messaging with AI capabilities for a more personalized customer engagement without requiring developer expertise.

So, let’s take a closer look at some of the features of Vonage’s new intelligent SIP solution.

AI-Infused SIP Capabilities

In order to deliver on its promise to enhance the company’s voice platform and provide users with “frictionless” SIP deployment, Vonage outlined the following key features:

Simpler SIP Trunk Deployment

Vonage’s SIP dashboard allows easy deployment of elastic SIP trunks without requiring expert or onsite developers.

It features intuitive setup, wide geographical coverage, advanced number management, and robust security measures.

Access to Vonage AI Studio

The low-code/no-code conversational AI platform enables businesses to create NLU and generative AI-powered virtual agents for smart self-service, voice alerts, and more – reducing the need for live agents.

The AI Studio also provides tools for automated voice and text interactions, offering agents new customer engagement methods and developers an easy way to design voice or messaging interfaces.

Vonage Code Hub

Described as a “storehouse” of prebuilt solutions for communication workflows like voice and messaging notifications, users will be able to access Code Hub’s intelligent SIP applications via the SIP dashboard.

These features include call recording, transcription, and sentiment analysis to enhance AI-powered customer support.

Vonage Voice API

The solution allows customers to create diverse AI-powered voice interactions using traditional coding, with features like automatic speech recognition in over 120 languages, premium text-to-speech, and Websockets digital media streams for third-party virtual agents.

The Voice API also helps developers enhance a business’s brand by enabling personalized and immediate voice engagement for customers.

More Vonage News

Unfortunately for Vonage, the company recently made the news after Ericsson announced a $1.1 billion impairment charge, following a $2.92 billion charge in November 2023.

Impairment charges reflect a decrease in an investment’s market value, meaning Vonage’s value has fallen by $4.02 billion in total.

Ericsson acquired Vonage for $6.2 billion, meaning the company has lost almost 65% of its original investment.

This news follows Vonage’s report of a 5% year-over-year revenue decline in April and a reduction in operations in some countries.

Despite these struggles, the company has still remained active – announcing additional Salesforce Einstein Conversation Insights integration for its Premier for Service Cloud Voice solution back in May.

This enhancement positions Vonage as one of the few contact center providers offering full integration with AI-powered conversation analytics, trends, and data.

The Salesforce feature will provide real-time conversational data, including voice transcripts and caller sentiment. This allows for post-call analysis, enabling agents and supervisors to review and identify key areas for better coaching and follow-up actions.

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