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 its UCaaS, CCaaS, and CPaaS within a single pane of glass — which “leads to enhanced engagement and better employee and customer experiences.”
Other key strengths include:
- AI Studio: A low code/no code tool to design, create, and deploy customer engagement solutions that operate in natural language. The tool uses AI across favorite customer channels such as voice and SMS, and messaging apps like WhatsApp.
- Visual engagement features: Thanks to the Vonage Video API, contact centers can escalate any call into a video session on the fly.
- Powerful integrations: Vonage Contact Center seamlessly integrates with a variety of CRMs — including Salesforce, Microsoft Teams, Microsoft Dynamics, ServiceNow, and Zendesk — which allows agents to enjoy improved collaboration between front and back office. Vonage Contact Center also integrates with productivity tools that agents use daily, such as Google Workspace, Microsoft Office 365, Slack, Oracle, Salesforce, and Zendesk.
“The need for better customer experiences has caused more stakeholders to look closer at contact centers and how they help or hinder customer experience. This puts more pressure on both contact center operators and the providers to show innovation. 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