- AI-driven platform reshapes customer service with smarter, faster tools
- Vonage Fusion bridges collaboration between agents and experts
- Unified communications pipeline provides voice, video and chat support to agents
Vonage has launched a new platform designed to improve customer engagement through automation and artificial intelligence (AI).
The company’s new Vonage Contact Center (VCC) smart workspace uses its global communications API and advanced artificial intelligence tools Provide agents with intelligent insights, global calling capabilities and next-generation network APIs.
These tools enable agents to focus on delivering a seamless customer experience, driving stronger business results and lasting customer loyalty.
A unified solution that simplifies communication
VCC smart workspace supports seamless integration with Vonage Business Communications (VBC) through Vonage Fusion products. This solution makes collaboration between contact center agents and back-office staff easier, enabling faster resolution of customer issues.
It combines tools such as “swarms” of subject matter experts that can help organizations meet complex customer needs or secure high-profile sales, and the tool can work with videoconference platform Microsoft team, helping agents instantly identify the most suitable experts.
Workspaces also help reduce the complexity of managing multi-channel interactions and unify communication channels such as voice, video, chat and messaging, helping agents provide consistent support without having to switch between disconnected systems.
With embedded AI capabilities, VCC enables features such as smart virtual agents, on-the-fly transcription, summarization, and enhanced noise cancellation.
The platform’s multi-modal agent model allows organizations to blend different agent experiences within the same back-end system while maintaining unified analytics and insights, providing integration with leading customer relationship management softwareFor example salesperson Service Cloud Voice.
Reggie Scales said: “Now more than ever, contact centers are the critical link between customers and brands, and their ability to drive customer engagement, satisfaction and loyalty is critical to creating customer experiences that drive repeat business and customer loyalty. Crucial.
“In an increasingly digital world, artificial intelligence is critical to delivering such enhanced experiences across all communication modes. By providing our customers with a fully integrated contact center platform and layering in artificial intelligence at every customer touchpoint With APIs for smart capabilities, VCC Smart Workspace offers the simplicity of a single-vendor integrated solution that is fully scalable and easy to deploy for enterprises of all sizes,” Scales added.