Vonage Contact Center: Q2 2022 Release Takes Another Leap Forward

The upcoming Vonage Contact Center (VCC) release continues our focus on helping customers deliver effortless customer service and increase customer satisfaction. The Q2 2022 release will be available to all customers the week of April 25. Enjoy the read as we quickly review the latest enhancements and developments.

image highlighting the Vonage Contact Center Q2 2022 release

Service Cloud Voice enhancements

Vonage continues to boost the agent experience and time savings for Service Cloud Voice customers with these latest enhancements:

  • warm transfer to an agent or interaction plan to maintain customer engagement

  • filter for conference or merge, while also showing agent status

  • external routing transfer to another agent and to Salesforce-routed queues

  • presence status mapping from Service Cloud Voice to VCC

VCC and Microsoft Teams integration

This integration brings a comfort and ease to performing customer- and agent-focused tasks — all to help improve first-contact resolution:

  • Microsoft Teams Direct Routing for Agent Connect

  • convenient Microsoft 365 single sign-on (SSO)

  • access to Microsoft Teams users, with availability status, in the VCC address book connects agents to an enterprise of experts

  • Microsoft Teams user and VCC agent bi-directional presence synchronization simplifies workflows

ContactPad Anywhere

Agents rely on ContactPad to make, receive, and record calls. Now they can extend its use and:

  • embed VCC ContactPad Anywhere into almost any web-based CRM, CDP, or database

  • enjoy support for both click-to-dial and screen pops via VCC ContactPad Anywhere

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Administration

Any efficiency gain is always welcomed, particularly in a busy contact center. The latest Vonage release delivers:

  • performance enhancements to User Admin that improve load times by up to 80%

  • support for bulk updates of Queue and Line permissions in the new User Admin interface that provides parity with Classic User Admin (will be deprecated following this release)

Web APIs

The intersection of Vonage Contact Center and Web APIs creates custom builds for your unique agent needs. Our web API enhancements enable:

  • users to run APIs in postman in the Vonage Contact Center Developer Portal, and then test the APIs within minutes

  • programmatic management of users, skills, groups, and interaction content, plus downloading of statistics and more

  • convenient access to personal voicemails over the Interaction Content API, which allows for the programmatic download or deleting of voicemails

Standardization of agent messages

When agents serve multiple customers, a familiar workflow is a great time-saver. This release brings helpful standardization such as:

  • a quick view of all ContactPad messages at the top of the screen

  • removing the message tab for a cleaner interface

Analytics

The ability to view and create access to analytics is coming soon:

  • first phase, starting April 25 and rolling out over several weeks: analytics offered in view-only mode

  • Analytics Early Access Program: full product capability to both view and create access

Rolling out

The Vonage Contact Center Q2 2022 release rolls out the week of April 25.

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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