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- The AI-driven platform reshapes customer service with smarter, faster tools
- Vonage Fusion brings agents and experts together for collaboration
- Unified communication channels enable agents in voice, video and chat
Vonage has unveiled a new platform designed to elevate customer interactions through automation and artificial intelligence (AI).
The company’s new Vonage Contact Center (VCC) intelligent workspace uses its global and advanced communication APIs. AI tools to provide agents with intelligent insights, global calling capabilities and next-generation network APIs.
These tools allow agents to focus on delivering seamless customer experiences, fostering stronger business results and lasting customer loyalty.
Unified solutions for simplified communication
The VCC Intelligent Workspace supports seamless integration with Vonage Business Communications (VBC) through the Vonage Fusion offering. This solution facilitates collaboration between contact center agents and back-office employees, enabling faster resolutions to customer issues.
It incorporates tools such as “swarms” of subject matter experts, which help organizations meet complex customer needs or secure high-profile sales, with the tool able to synchronize with video conference platform Microsoft Teams, which help agents identify the most suitable expert in real time.
The Workspace also helps reduce the complexity of managing multichannel interactions and unifies communication channels such as voice, video, chat and messaging, helping agents provide consistent support without switching between disconnected systems.
With built-in AI capabilities, VCC enables features such as intelligent virtual agents, real-time transcription, summarization and enhanced noise cancellation.
The platform’s multi-mode agent model allows organizations to mix different agent experiences in the same backend system, maintaining unified analytics and insights, offering integration with principals. The CRM softwareas well as Salesforce Voice Cloud Service.
“Now more than ever, the contact center is a vital link between customers and brands, and its ability to drive customer engagement, satisfaction and loyalty is critical to creating the kind of experiences customers that drive repeat business and customer loyalty,” said Reggie Scales. , Head of Applications for Vonage.
“In an increasingly digital world, AI is crucial to delivering these kinds of enhanced experiences – across all modes of communication. By providing our customers with a fully integrated contact center platform, as well as the APIs to layer infused AI capabilities at every customer touchpoint, VCC Intelligent Workspace offers the simplicity of an integrated, single-vendor solution that is fully extensible and easy to deploy for businesses of all sizes,” added Scales.
