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.