Learn the Latest With Vonage for Service Cloud Voice

There’s been a ton of progress since our launch of Vonage with Service Cloud Voice. As always, we focus on continually improving the agent experience — with seamless access to tools, features, and other agents — all to better serve customers. And we’re excited to share these updates with you.

A lot has happened since the June 2021 announcement. First, we saw great growth in the number of Vonage customers using Service Cloud Voice. These customers and their insights have helped us to design, deploy, and support Service Cloud Voice solutions that we know matter most to them.

Still, not all Vonage customers go straight to Service Cloud Voice. That’s why we offer a migration service from Vonage Contact Center (CTI) with Salesforce, for existing customers and those not yet ready for Service Cloud Voice. We work with both customers and Salesforce to deliver the contact center that best fits the customer’s requirements.

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Check out some recent improvements to our Service Cloud Voice solution:

Call Transfer

This feature allows you to do a warm transfer to an SCV agent with presence. You can also complete both warm and cold transfers to an interaction plan, including external numbers. The configuration for these transfer use cases is the same as the core Vonage Contact Center platform. The Service Cloud Voice Omni-Channel widget allows you to filter for agents and interaction plans, plus see the agent’s status.

Conferencing/Merging

The conferencing/merging feature is an extension of the transfer feature, including external numbers. The configuration for the conference use case is the same as the core Vonage Contact Center platform. The Service Cloud Voice Omni-Channel widget allows you to filter for SCV agents that you can add to a conference call and see the agent’s status.

External Routing for Service Cloud Voice

Agents can transfer to another agent or a Salesforce-routed queue, which gives agents more flexibility to better service customers.

These options are possible because Vonage for Service Cloud Voice now works with our existing External Routing solution. Vonage Contact Center routes the interaction — such as voice or chat — to an agent according to the configuration in your chosen interaction plan. This means you can have a single routing engine for all channels, handled by an agent in Salesforce.

With one routing engine, you also benefit from a single source of truth for your reporting — all of which is available within Salesforce. This ensures that your most important channel — voice — is being routed harmoniously alongside your digital channels.

What’s Next With Vonage for Service Cloud Voice?

Our team of Vonage developers has been busy. Some noteworthy plans for Service Cloud Voice include:

  • two-way presence syncing
  • using Salesforce Flows to route Vonage Contact Center calls
  • the ability to transfer to both Vonage Business Communications and Microsoft Teams calls
  • support for the Salesforce Shield deterministic encryption
  • integration with Salesforce High Velocity Sales dialer (HVS, soon to be renamed Sales Engagement)
  • native dialer offering within Service Cloud Voice

There’s lots more going on with Vonage and Service Cloud Voice, so please contact us to find out more.

And remember, Vonage for Service Cloud Voice could help your business win. Learn how to bring even more automation, intelligence, and global calling capability to Service Cloud Voice With Vonage.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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