Vonage Expands Salesforce Service Cloud Voice Offering with Bring Your Own Channel for CCaaS Solution

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), is one of the first contact centre 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 Vonage omnichannel and AI-powered capabilities into their existing contact centre solutions, including voice, SMS, chat, social messaging apps like WhatsApp, and more - delivering faster resolution times and creating a more native, personalised and meaningful experience for customers by connecting with them on their channel of choice.

“We are very excited to have Vonage, a leading Salesforce Service Cloud Voice partner, take this very important step to expand its deep Salesforce integration through BYOC for CCaaS, delivering the omnichannel capabilities - and the APIs to enable them - that create the kind of customer experiences that drive meaningful engagement,” said Tony Flores, Senior Director of Product Management for Salesforce.

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. The solution’s single routing and agent capacity model also increases contact centre capacity, leading to more customer interactions being resolved better and faster. 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 centre 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 centre of the future.”