One of the first contact center providers to join Salesforce pilot program as a premier provider for Service Cloud Voice, now with the ultimate omnichannel solution

At the forefront of digital transformation, Vonage, a global leader in cloud communications and part of Ericsson, has become 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 integration allows Vonage Premier for Salesforce Service Cloud Voice customers to enrich their contact center solutions with Vonage’s omnichannel and AI-powered capabilities, offering a seamless and personalized experience for customers across multiple communication channels.

1. Enhanced Omnichannel Capabilities

• Integration Benefits: Vonage Premier for Service Cloud Voice now supports voice, SMS, chat, social messaging apps like WhatsApp, and more.
• Customer Experience: The integration delivers faster resolution times and a more native, personalized experience by connecting with customers on their preferred channels.

2. AI-Powered Tools and Insights

• Data Insights: Access to data insights and AI-based agent productivity tools enhances overall customer journeys and agent efficiency.
• Agent Productivity: AI-powered Virtual Agent solutions for self-service automations across voice and digital channels improve both customer support and agent performance.

3. Unified Contact Center Experience

• Single Interface: The integration provides a unified user interface with omnichannel communication and a 360-view of customer information, reducing the need for application switching.
• Workforce Engagement Management (WEM): Seamless integrations with WEM solutions like Verint, Calabrio Teleopti, Playvox, and injixo optimize workforce planning, scheduling, and management.

4. Streamlined Operations and Efficiency

• Pre-Built Capabilities: Vonage integrates its Communications APIs for voice, SMS, social, and chat into the contact center, enhancing efficiency.
• Salesforce Desktop: Agents and supervisors benefit from a single Salesforce desktop, which consolidates functionalities and improves operational efficiency.

Quotes for Attribution:

• Tony Flores, Senior Director of Product Management for Salesforce: “Vonage’s participation in the BYOC for CCaaS pilot expands its Salesforce integration, delivering omnichannel capabilities that create meaningful customer experiences and drive engagement.”
• Reggie Scales, Acting Head of Applications for Vonage: “Contact center agents need robust tools to handle increasing customer demands and remote work challenges. Our unified solution offers omnichannel communication and a 360-view of customer information, defining the future of contact centers.”
• Jim Lundy, CEO, Founder & Lead Analyst, Aragon Research: “Vonage addresses the growing need for a unified, customizable customer experience with BYOC for CCaaS, leveraging Salesforce platforms and AI-powered insights.”

Vonage’s integration into Salesforce’s BYOC for CCaaS pilot represents a significant advancement in enhancing contact center operations. By combining omnichannel capabilities with AI-driven insights and a unified user interface, Vonage and Salesforce aim to set a new standard in customer engagement and agent productivity.