Vonage is one of the first contact center providers to join Salesforce’s Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program.
This move allows Vonage Premier for Salesforce Service Cloud Voice customers to integrate Vonage omnichannel and AI-powered capabilities into their existing contact center solutions, including voice, SMS, chat, social messaging apps like WhatsApp, and more.
The integration may deliver faster resolution times for a more personalized and meaningful experience for customers.
Vonage Premier for Service Cloud Voice has a single routing and an agent capacity model that also increases contact center capacity. Workforce Engagement Management (WEM) is also provided through Vonage’s seamless integrations with leading WEM solutions Verint, Calabrio Teleopti, Playvox and injixo.
“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 for Salesforce.
Vonage stands out as a pilot partner in this program by offering an AI-based Virtual Agent solution for self-service automations across both voice and digital channels through its AI studio. It integrates with Salesforce for Live Agent Assist and Analytics while using Vonage Communications APIs to power voice, SMS, social, and chat capabilities within the contact center.
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.
