Vonage Selected by Global Automation Supplier for Improved Agent Experiences

Endress+Hauser is implementing Vonage Contact Center for Service Cloud Voice

Contact CentreLatest News

Published: June 14, 2024

James Stephen

Vonage announced that its Vonage Contact Center for Service Cloud Voice has been chosen by Endress+Hauser to enhance agent and customer experiences.

As a result, the Swiss-based global laboratory instrumentation and automation supplier will be able to provide personalised customer experiences across all their channels.

Cloud communications provider, Vonage, also believes that Endress+Hauser will also benefit from productivity gains.

Rob MacKenzie, Corporate Director Sales Excellence at Endress+Hauser, gave his feedback on Vonage Contact Center for Service Cloud Voice:

“Endress+Hauser was founded more than 70 years ago. While we are proud of our history, we want to ensure we are ready for the future.

“We have staff working across different communication channels. In all channels, our people maintain and access customer data that helps us to improve the customer experience.

“Vonage Contact Center for Service Cloud Voice enables us to integrate our communications channels, reducing internal complexities while capturing vital insights, ensuring no gaps in the customer journey, enhancing both our employees’ and the customers’ experience.”

Vonage’s Salesforce CTI Integration

Vonage Contact Center for Service Cloud Voice brings together Endress+Hauser’s Salesforce CRM with its contact centre to supply more intelligence, automation, and engagement capabilities on a global level.

As a leading contact centre partner for Salesforce, Vonage can offer a platform for businesses to utilise multiple communication solutions.

Furthermore, AI capabilities like global voice and telephony, real-time transcription, Interactive Voice response, and omnichannel routing will integrate with Salesforce’s Einstein Intelligence and Service Cloud Voice.

Vonage says that this enables businesses to forge deeper connections with customers, while bolstering agent experiences with a better view of the customer.

Key features of Service Cloud include intelligent routing, omnichannel routing, click-to-dial and telephony, coaching and call logging, global call plans, analytics and reporting, speech analytics, and chatbot integration.

On its website, Vonage claims to have powered 1.5 billion interactions on the Salesforce sales and service clouds,

Savinay Berry, Executive Vice President, Product and Engineering at Vonage, offers an overview of how and why its integration with Salesforce can benefit Endress+Hauser: “Vonage solutions are designed to work with organisations like Endress+Hauser, who want to more deeply engage with customers to create memorable customer experiences while increasing agent satisfaction and the overall employee experience

“With Vonage Contact Center for Service Cloud Voice, we fully integrate with Salesforce to optimise efficiency and leverage AI-based capabilities to provide a consistent, personalised customer experience.”

Last month, Vonage revealed that its Service Cloud Voice solution had been integrated with Salesforce Einstein Conversation Insights.

The increased capabilities of Vonage’s tool are expected to make the company one of the few contact centre providers to offer full integration with AI-powered Einstein Conversation Analytics, trends, and data.

As well as enhancing customer engagement, Vonage claims that the AI-powered advancements will help boost agent and customer experience by providing “intelligent, global calling capabilities”.

In November last  year, CX Today explored 13 of the best Vonage Contact Center features, such as Vonage AI Studio, Vonage Conversational Commerce, Vonage Virtual Assistant, dashboards and analytics, coaching solutions, call and screen recordings, and more.




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