VCC By Vonage Brings New Productivity Tools To Contact Center Agents

Cloud communications service provider Vonage (News - Alert) has announced the release of Vonage Contact Center (VCC) for Service Cloud Voice, a new omnichannel solution with a collection of advanced tools designed to improve experiences for both customers and contact center agents.

The new service has been designed to be compatible with Salesforce Service Cloud, and allows agents to create a single window of functionality for a simplified approach for dealing with customer inquiries.

"Today's customer demands personalized, intelligent experiences to meet the needs of the new modern workplace," said Savinay Berry, EVP of Product and Engineering for Vonage. "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."

 Other key features included in VCC:

• More than 80 countries supported - Vonage can support Service Cloud Voice in North America, EMEA and APAC
• Omnichannel visibility across all customer conversation channels— including chat, email, messaging, SMS, and social
• Omnichannel 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 'warm' transfers and consults between agents
• Fully telephony agnostic contact center, with a WebRTC App available
• 24x7 professional global support

Vonage representatives have stated that customers using VCC in a trial run have already experienced reduced customer resolution times,improvements in call routing, and positive shifts in productivity.

"The Vonage Contact Center solution is a welcome addition to the Service Cloud Voice ecosystem," added Patrick Beyries, VP of Product Management, Service Cloud. "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."

Edited by Luke Bellos