Vonage Contact Center: Q1 2022 Release Sets a New Rhythm

To help customers better plan for Vonage Contact Center (VCC) updates, improvements, and enhancements, we’ll now follow a quarterly release cadence, to be rolled out in the first month of each quarter. And that starts now. As always, we’ll make sure that you continue to deliver exceptional customer and agent experiences — while you enjoy the following new features and improvements. Welcome to our Q1 2022 release.

image that depicts Vonage Contact Center, Q1 2022 release

Usability improvements

  • Discover enhancements to portal navigation, ContactPad, and dashboards

Digital secure payments (PCI)

  • Provide customers with peace of mind by sending them secure payment links through SMS

  • Use secure payment links as a standalone feature or with existing agent assist and IVR payment methods

Screen recording

  • Uncover further improvements to efficiency, quality management, and CX with the enhanced desktop application, which replaces the Chrome extension

Omnichannel, administration, advanced reporting, and web API

  • Transfer cases to an interaction plan or a specific agent through the ContactPad

  • Access more granular user permissions and better callback number validation with the refreshed Interaction Architect and IVR Data Collector

  • Enjoy improved omnichannel advanced reporting visibility

  • Do more with web API improvements to the user admin, along with dedicated endpoints for workforce management solutions and agent presence

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Vonage Contact Center and Microsoft Teams integration (pilot)

  • See Microsoft Teams user availability in the VCC address book, which makes it easy for agents to call or consult with a Microsoft Teams user without having to know (and enter) their phone number each time

  • Work smarter with Microsoft Teams user and VCC agent presence synchronization, to help agents decide which Microsoft Teams user to call or consult with by showing the user’s call availability

For Vonage customers who have Salesforce

We’re excited to announce these Salesforce Service Cloud Voice “Partner Telephony” features:

  • External routing provides the option for VCC to route voice alongside digital channels and a single routing engine for all channels handled by an agent in Salesforce

  • External routing also facilitates transfers to Salesforce queues, for distributing work to the most appropriate agent

For Vonage customers who have either Microsoft Dynamics or Zendesk

Specific enhancements include:

  • No-Code Data Connector for Microsoft Dynamics removes the requirement for specialist knowledge

  • Further usability enhancements to the Zendesk for Support and Zendesk for Sell integrations

ContactPad Anywhere (available in limited early access)

The new ContactPad Anywhere provides:

  • A Vonage Integration Suite browser extension that delivers basic telephony integration — including web-based applications such as CRM, CDP, or databases — and supports both click-to-dial and screen pops

The Vonage Contact Center Q1 2022 Release rolls out the week of Jan. 24, 2022.

To learn more about how Vonage can help your organization, be sure to explore our cloud-based Vonage Contact Center.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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