Vonage has enhanced its Vonage Premier for Service Cloud Voice solution by integrating it with Salesforce Einstein Conversation Insights. This integration brings AI-powered analytics and insights directly into Salesforce Service Cloud Voice, enhancing the experience for both agents and customers with intelligent, global calling capabilities.
"We continue to invest in our relationship with Salesforce and commitment to the expansion of our Vonage Premier for Service Cloud Voice customer offering. As one of the first Contact Center as-a-Service providers to offer this integration to Service Cloud Voice users, we are meeting a real and growing demand for advanced speech analytics. With these AI-based insights, our customers can make improvements and adjustments in how they connect and interact with customers with actionable data that will ultimately drive better customer experiences and higher engagement," said Savinay Berry, EVP Product & Engineering for Vonage.
Prior to this, Vonage introduced Vonage Conversations for Salesforce, a versatile omnichannel messaging application driven by the Vonage Communications Platform.
Through Einstein Conversation Insights, users of Vonage Premier for Service Cloud Voice can access real-time conversational data, including voice transcripts and caller sentiment analysis. This feature allows for the recording and analysis of calls to identify specific keywords, phrases, and points of interest. Agents and supervisors can then review these transcripts to identify areas that require coaching or follow-up.
The integration allows customers to leverage Salesforce Einstein Conversation Insights to play back conversation recordings and gain visibility into mentions of competitors, products, custom keywords, and pricing discussions. Sales and service leaders can extract and visualize trends from these interactions to improve customer relationship management. Vonage's high-quality, real-time transcription capabilities enable businesses to enhance the customer experience by triggering next-best actions, supervisor alerts, and post-call quality management and coaching.
Vonage Premier for Service Cloud Voice with Salesforce Einstein Conversation Insights is generally available on Salesforce AppExchange.
"This new integration for the Vonage Contact Center solution, which leverages deeper analytics in Salesforce, highlights a key and growing trend in the contact center technology market," "Given the rapid pace of innovation for AI and analytics, technology partnerships are a highly effective method to quickly bring new and advanced capabilities to market, giving clients increased flexibility in the solutions they use to deliver an enhanced customer and employee experience." said Donna Fluss, President, DMG Consulting.
In other news, Vonage has unveiled the integration of generative AI into its Vonage Conversational Commerce solution, powered by Jumper.ai.
