- AI-powered platform reshapes customer service with smarter, faster tools
- Vonage Fusion Unites Agents and Experts for Collaboration
- Unified communication channels empower agents through voice, video, and chat.
Vonage has introduced a new platform designed to improve customer interactions through automation and artificial intelligence (AI).
The company’s new Vonage Contact Center (VCC) smart workspace uses its global communications APIs and advanced artificial intelligence 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, driving stronger business results and lasting customer loyalty.
Unified solutions for optimized communication
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 address complex customer needs or secure high-profile sales, and the tool can sync with the Microsoft Teams video conferencing platform, helping agents to identify the most suitable expert in real time. .
The workspace also helps reduce the complexity of managing multi-channel interactions and unifies communication channels such as voice, video, chat and messaging, helping agents provide consistent support without having to switch 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 combine different agent experiences within the same backend system while maintaining unified analytics and insights, offering integration with leading CRM software such as Salesforce Service Cloud Voice.
“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 customer experiences that drive repeat business.” of business and customer loyalty,” said Reggie Scales. , Head of Applications at Vonage.
“In an increasingly digital world, AI is crucial to delivering these types 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 overlay AI capabilities at every customer touchpoint, VCC Intelligent Workspace offers the simplicity of an integrated, single-vendor solution that is completely extendable and easy to use. implement for companies of all sizes,” added Scales.
