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, 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 Artificial Intelligence (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 at Salesforce.

Increasing Vonage’s Contact Centre Capacity

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 at 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.”

Leveraging Salesforce for All Live Agent Assist and Analytics Needs

A key differentiator for Vonage as a pilot partner in this program is its ability to source a single AI-based Virtual Agent solution for self-service automations across voice and digital channels using Vonage AI studio while also leveraging Salesforce for all Live Agent Assist and Analytics needs. Vonage can also integrate its own Vonage Communications APIs to power pre-built programmable capabilities for voice, SMS, social, and chat, directly into the contact centre—all on one combined Salesforce and Vonage platform. This singular view also enhances efficiency by keeping agents and supervisors in a single Salesforce desktop to eliminate application switching and the need to toggle between screens.

“Modern contact centres are experiencing increasing pressure and demand to deliver better, more personalised, omnichannel interactions, as well as quicker and more accurate responses to customer issues,” said Jim Lundy, CEO, Founder of and Lead Analyst at Aragon Research. “With BYOC for CCaaS, Vonage aims to address the increasing demand for a unified and customisable customer experience across all communication channels, leveraging existing Salesforce platforms and AI-powered insights and automation.”

​Vonage Premier for Service Cloud Voice is currently available on the Salesforce AppExchange with Salesforce BYOC for CCaaS integrated capabilities now available for customers to pilot.

To find out more about Vonage Premier for Service Cloud Voice, visit www.vonage.com.