Vonage today announced it has launched Vonage Contact Centre (VCC) for Service Cloud Voice, empowering customers to enhance the EX and CX with intelligent, omni-channel and global calling capabilities within Service Cloud Voice.
Vonage Contact Centre for Service Cloud Voice is currently available on Salesforce AppExchange and integrated directly with Salesforce Service Cloud,
Service Cloud Voice brings together phone, digital channels and CRM data in one central view for service agents, allowing customers to connect their preferred phone solutions into Service Cloud Voice with Service Cloud Voice for Partner Telephony.
This creates a unified agent and digital channel experience to deliver faster, smarter and more personalised service.
Savinay Berry, EVP of Product and Engineering for Vonage, said: “Today’s customer demands personalised, intelligent experiences to meet the needs of the new modern workplace.
“Vonage has one of the most complete and global set of solutions in the market and, with the addition of VCC for Service Cloud Voice, we are providing our customers with yet another way to make meaningful connections with their own customers, creating a better experience.”
He added: “Participation in this offering for Partner Telephony is a testament to our longstanding collaboration with Salesforce and we expect this innovation to drive significant growth over the coming years.”
Patrick Beyries, VP of Product Management, Service Cloud, added: “The Vonage Contact Centre solution is a welcome addition to the Service Cloud Voice ecosystem.
“The expansion of Service Cloud Voice for partner telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence.”
Vonage has a Service Cloud Voice holistic offering for customers:
- Vonage can support Service Cloud Voice in North America, EMEA and APAC
- Omni-channel visibility across all customer conversation channels—including chat, email, messaging, SMS, and social
- Omni-channel Supervisor and Tableau CRM Service Cloud Voice Analytics
- Speech and desktop analytics deeply embedded in Salesforce, generating actionable insights
- High quality and fast transcription powering next-best action, call wrap-up recommendations, and article recommendations
- Vonage’s Virtual Assistant delivering voice activated self-service
- Real-time transfers and consults between agents
- Fully telephony agnostic contact centre, with a WebRTC App available
- 24×7 professional global support
As a part of the pilot for VCC for Service Cloud Voice, Vonage customers have reported improved customer experience as calls are easily routed to the best and most appropriate agent, as well as enhanced productivity for agents and overall improved resolution times.
