I n today’s contact centers, two forces define success: trust and experience.  Customers expect fast, personalized service, yet businesses must protect every interaction against growing digital fraud.  Vonage’s latest innovation, Vonage Identity Insights for Salesforce Agentforce, bridges that gap.  Built on Vonage Communications and Network APIs, this service lets contact center agents detect fraud risks, verify customers, and validate communication channels in real time—all

In a world that’s moving faster than ever, one thing hasn’t changed - when it matters most, customers still prefer to talk. The human voice remains the most natural, trusted, and emotional way to connect. Agentforce Voice, a groundbreaking way to deliver AI-powered, natural conversations across phone, web, and mobile - all while keeping your unique brand voice at the center of every interaction. What makes Agentforce Voice different? Agentforce Voice is an intelligent, conver

In the past few years, AI has completely reshaped the conversation around contact centers. The buzz is everywhere - new vendors launching daily, existing providers trying to keep pace, and leaders asking the same question: Specifically will voice AI replace human agents?  What Is Voice AI?  Think of a voice AI agent as a digital worker for your call center - a system that can answer calls, speak naturally, and handle simple customer requests.  These agents are powered by larg

Generative AI is no longer a distant idea - it’s rapidly reshaping the world of customer service. A new Harvard Business Review Analytic...

While most companies plan to increase customer service automation in 2025, the preferred channel by customers - voice - is still the...

As contact center leaders, you’re facing a familiar dilemma: customer expectations keep rising, yet teams are stretched thin, channels...

In 2025, organizations are no longer asking if they should adopt AI in contact centers—they’re asking how to do it intelligently. AI...

The terms “omnichannel call center” and “omnichannel contact center” often cause confusion. While they’re used interchangeably, there's a...

Understanding Integration Integration enables different systems to communicate effectively. In contact centers, this typically means...

How AI in the contact center transforms customer service while enhancing human agents' roles:   ✅ Unified Interactions: Eliminates...

As businesses continue to adapt to rapidly changing customer expectations, here are the trends that will define CX in 2025:   🔘...

Salesforce continues to redefine AI capabilities with Agentforce—a suite of advanced AI agents designed to autonomously manage...

Salesforce continues to lead the way in customer service innovation with tools tailored for distinct needs. Let’s explore the key...

Salesforce Agentforce is a cutting-edge AI solution developed by Salesforce to provide autonomous, intelligent, and proactive automation...

AI is changing the way businesses handle customer service by making it faster, more efficient, and more personalized. Instead of waiting for