Vonage Contact Center is built on top of the Vonage Communications Platform — comprising the company’s unified communications solution Vonage Business Communications, Vonage Contact Center solution, and composable communications APIs. The report highlights Vonage’s ability to integrate Conversational AI into its UCaaS and CCaaS applications and notes that with a full Communications and Conversational Commerce portfolio, and an increasing focus on intelligence and AI, Vonage is positioned well to take advantage of the growing expectations for the intelligent contact center.
Other key strengths noted include:
- AI Virtual Assistant is an omnichannel offering that includes voice and messaging, and can act as an AI-powered receptionist for inbound calls to triage requests and either solve requests independently or route calls to a live agent for more complex requests. A leading-edge feature that incorporates video into the contact center enables agents to escalate any call into a video session on the fly.
- Conversation Analyzer records, transcribes, and analyzes all calls, and provides a summary dashboard to segment and analyze the call providing insights into compliance, quality management, and agent performance.
- Vonage AI Studio provides a no-code visual interface for building AI-powered conversation flows with SMS, OTT social messaging channels and voice/speech channels, enabling non-developers to build virtual agents using natural language.
- Vonage Marketplace provides 150+ add-ons, integrations, and services provided by Vonage and their partner network across many industries.
“The era of low expectations for contact center engagements is coming to an end as users are demanding enhanced, flexible, and intelligent engagement with brands across all industries. If artificial intelligence (AI) is the fuel that’s driving the modernization of the ICC, then conversational AI is the vehicle making the UX much more enjoyable. And with a full, integrated portfolio and an increasing focus on intelligence and AI, Vonage is uniquely positioned to meet the growing demand for intelligence in the contact center through the power of the Vonage Communications Platform.”
-Jim Lundy, Founder & CEO, Aragon Research