Explained Savinay, “When it comes to executing automation and innovation as an IT leader, you have to start by obsessing over your end user experience at every touchpoint, from the first point of contact through the entire lifecycle of a customer, and relentlessly pursuing better, more meaningful engagements. We have made great progress at Vonage, but this journey is never-ending.”
Later, at Vonage’s breakout session, ‘Vonage integration drives innovation and speed to market’, Ethan Douglas, Senior Director of Customer Success at Vonage was joined by Ray Carvill, Director of Product Operations at SameSky Health, for an informal discussion about how Vonage’s native integration with Salesforce enabled SameSky Health to rapidly bring new innovative solutions to market. Attendees heard how the organization used Vonage to launch CultureGuide™ on the Salesforce platform, bringing a health equity-focused solution to market, addressing some of the most underserved communities in the United States, and making more than 85,000 calls to help guide patients to the healthcare tools, resources, and care they needed.
We know that organizations that integrate their contact center with Salesforce are able to benefit from key customer data and insights, empowering their teams to deliver personalized connections across every channel. Ray revealed how the powerful combination of Salesforce and Vonage helped the company to deliver personalized, omnichannel, healthcare interactions to its 2.3 million+ members in 25+ different languages, to create the trusted relationships needed for more impactful, meaningful experiences. “Our goal is always to build trust and connection with people as we support their healthcare journey,” said Ray. “When we launched CultureGuide powered by Salesforce and Vonage, we reached out to 40,000 Medicare Advantage patients who had not had an annual exam in nearly two years. WIthin four months, 17% of these patients had received an exam, and that number continues to grow.”
Vonage also hosted an exciting theater session featuring customer Kristina Dillon, Salesforce Administrator at CFA Institute. Kristina was joined by Tony Flores, Director of Product Management at Salesforce, and Jonathan Kershaw, Director of Product Management at Vonage, for a fireside chat about how CFA Institute is delivering intelligent customer experiences with Vonage and Salesforce Service Cloud Voice.
Having decided to implement Service Cloud Voice, CFA Institute chose Vonage to provide partner telephony. In this informative session, Kristina Dillon revealed how, by deploying the most intelligent and globally available contact center solution in the market, the institute is driving more intelligence, insights, and automation to its customer service and agent experience, increasing agent productivity and customer resolution.
Kristina commented, “Comparing the four months prior to the four months post Service Cloud Voice deployment, our time to close for phone cases has improved by 30 percent. We will also save over 350 hours in administration overheads annually with the ease of access to information for forecasting and user management.”
Vonage is also excited to be showcasing Vonage Contact Center for Service Cloud Voice at Dreamforce. Integrated directly with Salesforce Service Cloud and available on the AppExchange, our solution empowers customers to enhance the agent and customer experience with intelligent, omnichannel and global calling capabilities. Together, Vonage and Salesforce deliver the ultimate Service Cloud Voice experience.
Among the day’s sessions at the Vonage Hub, we welcomed Vonage API Partners, Quadrabyte, Help Lightning, SMS Magic, Billenium and OneReach.ai for a fireside chat moderated by Guillaume Calot, Global VP, API Partners, Vonage. Panelists discussed the challenges of embedding real-time communications into Salesforce, the integration hurdles they address, and the solutions to simplifying the process. Our partners offered a range of best practices in building on Salesforce and the opportunities that this can provide for businesses.
Find out about Vonage’s sessions on day three at Dreamforce and use the free Salesforce Events app to reserve your seat. You can also book a meeting with Vonage now and register for a demo at the Vonage Hub.