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Vonage Unveils Visual Engagement Features for Contact Center
Cloud communications provider Vonage (News - Alert) has announced the release of a new range of features included in the company's popular contact center solution.
According to the company’s own research report, customer preference for video support grew 140% from January to August 2020. In an effort to provide enhanced customer interactions, Vonage now offers visual engagement features to provide video and screen sharing options for customer service agents. In addition to video support, Vonage now provides access to AI powered chatbots so contact centers can better manage routine support tasks through automated self-service programs.
"Is video channel usage poised to explode in the contact center? All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year," said Sheila McGee-Smith, contact center industry analyst. "Telehealth, distance learning, e-banking and e-commerce are just a few of the applications primed for video customer service deployment."
Other features include Omnichannel capabilities via Webchat, Dashboard analytics and agent metrics, External routing for messages and cases, and screen recording. The new features have been designed to be easily integrated into popular platforms by Salesforce, Microsoft Dynamics, and ServiceNow (News - Alert).
"Video chat has become a mainstream addition to people's everyday lives and shows no sign of slowing down," said Savinay Berry, EVP of Product and Engineering for Vonage. "By embedding video into both the contact center and CRM - the most integrated offering available on the market today - we are providing yet another way for businesses to enable agents to connect with customers on the channel of their choice, providing the personalized experience today's customer expects."
Edited by Maurice Nagle