Cloud communications provider Vonage joined Salesforce's pilot program for Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS). This collaboration marks a step forward for businesses looking to enhance their customer service by integrating Vonage's omnichannel and AI-driven capabilities directly into existing contact center solutions.
“We are very excited to have Vonage, a leading Salesforce Service Cloud Voice partner, take this very important step to expand its deep Salesforce integration through BYOC for CCaaS, delivering the omnichannel capabilities - and the APIs to enable them - that create the kind of customer experiences that drive meaningful engagement,” said Tony Flores, Senior Director of Product Management for Salesforce.
The partnership allows Vonage Premier for Salesforce Service Cloud Voice customers to access a more personalized and efficient customer service experience, with communication channels spanning voice, SMS, chat, and social platforms like WhatsApp.
“Today’s contact center agents play a vital role in support of the businesses they represent and in meeting the increasing demands of tech-savvy customers who want to connect from anywhere, on their preferred communications channels,” said Reggie Scales, Acting Head of Applications for Vonage. “These agents are also frequently working from anywhere and need the tools to access critical information to troubleshoot common customer issues and provide real-time customer support. Having all of these capabilities in a single user interface - omnichannel modes of communication coupled with a 360-view of customer information and key knowledge bases - this is the contact center of the future.”
Vonage's Workforce Engagement Management (WEM) tools, which integrate with top WEM solutions like Verint, Playvox, and injixo, further boost efficiency by providing advanced planning, scheduling, and management functionalities.
What sets Vonage apart in this pilot program is its ability to deliver a unified AI-based Virtual Agent for self-service across both voice and digital channels. Also, by integrating Vonage Communications APIs for voice, SMS, social, and chat into the Salesforce environment, agents can work more efficiently within a single dashboard, eliminating the need to switch between applications.
“Modern contact centers are experiencing increasing pressure and demand to deliver better, more personalized, omnichannel interactions, as well as quicker and more accurate responses to customer issues,” said Jim Lundy, CEO, Founder and Lead Analyst, Aragon Research. “With BYOC for CCaaS, Vonage aims to address the increasing demand for a unified and customizable customer experience across all communication channels, leveraging existing Salesforce platforms and AI-powered insights and automation.”
Edited by
Greg Tavarez
