Customer relationship management (CRM) giant Salesforce’s Bring Your Own Channel (BYOC) initiative allows users to integrate external messaging services into the Salesforce platform. These integrations reduce disconnected channels and scattered customer data (which can plague customer experience quality, ultimately leading to more personalized interactions with customers).
And recently, cloud communications company Vonage revealed that it is one of the first contact center providers to join Salesforce’s Bring Your Own Channel for Contact-Center-as-a-Service (BYOC for CCaaS) pilot program.
With BYOC for CCaaS, Vonage Premier for Salesforce Service Cloud Voice customers will have the ability to integrate its Vonage omnichannel and AI-powered capabilities into their existing contact center solutions (including voice, SMS, chat, social messaging apps like WhatsApp, and much more). The goal of the integration is to deliver faster resolution times and create a more native, personalized and meaningful experience for customers by connecting with them on their preferred communications media channels.
With BYOC for CCaaS, Vonage Premier for Service Cloud Voice customers will now be able to connect with customers across various communications channels (as well as access data insights and AI-based agent productivity tools) to create a better overall customer journey and a more productive and efficient agent experience, said the two companies.
Furthermore, the solution’s single routing and agent capacity model can also increase contact center capacity, leading to better and faster customer resolutions. Workforce Engagement Management (WEM) is also provided through Vonage’s seamless integrations with leading WEM solutions Verint, Calabrio Teleopti, Playvox and injixo, ensuring optimum planning, scheduling, tracking and management of the contact center workforce.
“Today’s contact centre 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.”
Edited by
Alex Passett
