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Improve Contact Center Interactions With Vonage Premier for Service Cloud Voice

This article was published on February 5, 2024

If your goal is to run a high-performing contact center — where agents are happy and productive and customers get prompt, personalized service — which is more important: customer experiences (CX) or employee experiences (EX)? Which should you focus your time and resources on improving?

 

It's a trick question. Both CX and EX are mission-critical, and they're inextricably linked. When you invest in one, you invest in the other — especially when it comes to cloud communications.

 

The best part? It’s easy to do. Coupling Vonage Premier for Service Cloud Voice with an existing Salesforce CRM can enhance your organization’s digital workplace — and drive increased agent experiences and customer engagement.

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Salesforce + Vonage Premier for Service Cloud Voice = Happy Agents and Happy Customers

While providing a satisfactory customer experience has always been important for businesses, the age of digital transformation has elevated CX to buzzword status. There's a good reason for that, considering 88% of customers say CX is as important as a company's products and services, according to Salesforce's annual State of the Connected Customer report.

However, customer satisfaction isn't all that matters. If your employees aren't happy, they may not be motivated to make your customers happy. On the other hand, high employee engagement, which Gallup defines as "the involvement and enthusiasm of employees in both their work and workplace," leads to greater productivity, less absenteeism, and better business outcomes.

When your agents have the resources they need to meet customers' needs, both parties walk away feeling good about the interactions.

Enter Vonage Premier for Service Cloud Voice — a partnership with Salesforce that ensures agents have all the information and tools they need to work from virtually anywhere and collaborate across departments and around the world. 

Equipped with a deep, seamless integration with Salesforce CRM, Vonage Premier for Service Cloud Voice enhances both the agent and customer experience with AI-driven, omnichannel, and global calling capabilities. Businesses can create a robust contact center solution for Salesforce — where agents can deliver AI-powered, personalized, best-in class customer support — while also supplying front and back office staff with phone and video conferencing solutions. 

As a long-standing contact center partner for Salesforce, Vonage has a deep understanding of Salesforce’s product roadmap and is well-positioned to take advantage of new deployments. As a result, Vonage can quickly roll out valuable new communications services and tailor solutions to meet customers' needs.

The EX and CX Benefits

Connecting Your Contact Center with Back Office Experts

Contact center agents tend to wear multiple hats at work, with a high-level understanding of a wide range of topics. But some customer queries require the help of a subject matter expert. Vonage Premier for Service Cloud Voice gives agents a fast, reliable way to check experts' availability, transfer calls to them, or arrange three-way conferences. The Salesforce integration also comes in handy during these interactions, giving agents insight into which experts are the most suitable to help with a particular customer, based on their industry expertise or previous work on the client's account.

Delivering an AI-Driven Omnichannel Experience

Vonage has developed an industry-leading artificial intelligence (AI) portfolio and has access to a significant internal data science group, ensuring that all products are future-proof and cutting edge. This is complements Service Cloud Voice, resulting in an intelligent contact center with features such as:

  • Self-service conversational AI from a voicebot that answers calls 24/7 and resolves simple customer queries without human intervention, freeing up agents to focus on more interesting work and shortening the hold time for customers.

  • Dynamic routing that sends customers to the most qualified available agent, ensuring workloads are fairly distributed among agents and customers get help from the best-suited agent.

  • Agent-assist capabilities that provide real-time speech analytics and recommended or next-best actions during the call, optimizing agent productivity and effectiveness while ensuring customers get faster resolutions.

  • Conversational insights that analyze call center interactions and generate actionable insights, which can improve agent performance and CX over time.

  • Automated call summarization that transcribes calls so agents spend less time taking notes and more time taking calls.

Level Up Your Contact Center Operations 

Ready to improve customer and employee experiences in your contact center? To learn more, check out the Salesforce + Vonage Premier for Service Cloud Voice ebook.

Contact Us

Let's connect!

Want to know more about how Vonage Premier for Service Cloud Voice can create better experiences for agents and customers? We’re here to help! Call us at 1-844-365-9460, or fill out this form! A dedicated specialist will discuss with you:

  • The importance of a positive CX — in fact, a majority of customers say it's just as important as a company's products or services
  • How Vonage Premier for Service Cloud Voice — and its seamless integration with Salesforce — ensures your agents have all the information and tools they need to work from virtually anywhere
  • How dynamic routing can direct customers to the most qualified available agent, ensuring workloads are fairly distributed among agents

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We'll get back to you as soon as we can. In the meantime, feel free to explore more about Vonage and how we're making communications more flexible, intelligent, and personal so our customers can stay ahead.

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