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Tuesday, March 2, 2021

Vonage Announces Enhanced Capabilities to Vonage Contact Center

Vonage has announced the release of several product enhancements to Vonage Contact Center that will help businesses to further transform the customer and agent experience to drive more personal connections in an increasingly virtual world.

Vonage Contact Center now includes live chat functionality as part of its omnichannel offering, with all interactions fully integrated and managed in one place. According to Vonage, this will make the administration, routing, and prioritization of customer interactions more efficient, creating a consistent user experience across channels that provides a single set of real-time and historic reports.

With Vonage Contact Center, self-service secure payments can now be taken through an IVR, and fully integrated into a CRM platform. This feature can improve customer payment compliance and is also valuable for managing seasonal spikes and offering out-of-hours payment options, delivering increased flexibility for customers without the added costs of hiring staff to manage the increase in call volume.

With Vonage Agent Connect, organizations can now efficiently route calls from Vonage Contact Center to Microsoft Teams, enhancing call quality and reliability. Businesses can also combine the existing Microsoft 365 SSO capability for a seamless and fully integrated experience.

To provide additional support to customers that need the added touch of a live agent, voice capacity can also be set for live interactions, so that email and chat interactions can automatically route to these available live agents, that are also serving customers via phone, when needed.

Following the widespread move to remote contact centers, and particularly work-from-home agents, a dashboard owner can now make a dashboard ‘public’, to be shared with employees who have read-only/view-only access. Additional updates include enhancements to the interaction content API and call recording advancements.

Seamlessly integrated with Vonage Contact Center, Vonage’s AI virtual assistant adds intelligence to any conversation in a customer’s journey, making the customer experience a true competitive advantage for businesses by using AI to deliver enhanced self-service interactions that engage every caller using natural language.


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