Vonage, a cloud communications company and part of Ericsson, launched the Vonage Contact Center (VCC) intelligent workspace. This AI-powered agent experience is built directly into its contact center solution.
VCC Intelligent Workspace is designed to support seamless communication with customers over their channels of choice, without leaving relying on multiple, disconnected systems or the need to toggle between screens. The offering guides the agent through every customer interaction via a streamlined, intuitive, AI-powered user interface that extends needed information at each step of the customer journey.
By infusing AI capabilities directly into the agent experience, the VCC intelligent workspace enables enhanced interaction with customers across any channel – including voice, video, chat, messaging and more – as well as intelligent virtual agents, real-time transcription, summarization and enhanced noise cancellation.
By leveraging Vonage Communications APIs and AI capabilities, VCC intelligent workspace puts automation, intelligent insight, deeper engagement, next-gen network APIs and global calling capabilities in the hands of the agent. This empowers agents to focus on providing frictionless CX that delivers improved business outcome and customer loyalty, all running on top of Vonage’s global contact center platform.
“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 and customer loyalty,” said Reggie Scales, Vonage’s head of applications. “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 AI-infused capabilities across every customer touchpoint, VCC intelligent workspace offers the simplicity of a single-vendor, integrated solution, that is fully extensible and easy to implement for businesses of all sizes.”
A key differentiator is its multi-mode agent model, that allows mixing different agent experiences in the same VCC back-end, to keep all the interactions in the same analytics and insights platform. This is powered by out-of-the-box integrations with leading CRMs and business productivity tools, allowing some agents to be in a CRM agent experience while others are on the standalone intelligent workspace.
Another differentiator is its ability to integrate with Vonage Business Communications’ (VBC) UC solution. The Vonage Fusion unified offering provides a singular solution, with VCC and VBC seamlessly integrated to deliver a unified UX that allows organizations to incorporate back office employees into the CX, or quickly organize “swarms” with subject matter experts to assist in resolving an issue or finalizing a sale. Additionally, for organizations that rely on Teams for UC, VCC intelligent workspace also provides contact and presence synchronization to allow contact center agents to find the best-available subject matter expert to assist their customer in real time.
With Vonage Communications APIs, layering programmable capabilities over these solutions across the platform also makes personalized, intuitive, real-time connections accessible to agents to deliver actionable insights, analytics and CX.
