Vonage, a global leader in cloud communications (and now part of Ericsson), is stepping up its game by joining Salesforce's new Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program. This move is all about making customer support smarter, faster, and more personalized. With Vonage Premier for Salesforce Service Cloud Voice, businesses can now easily integrate Vonage's omnichannel features—think voice, SMS, chat, and even WhatsApp—right into their existing contact center setup. The goal? Quicker resolutions and better customer experiences on the channels they prefer.
What Does This Mean for Contact Centers?
The integration gives agents everything they need in one place. No more jumping between apps or windows—agents can access voice, chat, social, and SMS, along with valuable customer data and AI-powered productivity tools, all through a single platform. This not only speeds things up but also creates more meaningful interactions, helping customers feel seen and heard.
Plus, Vonage’s solution works hand-in-hand with workforce management tools like Verint and Playvox, so contact centers can stay on top of scheduling, planning, and overall team performance.
AI-Powered Customer Support
One of the coolest parts of this integration is Vonage’s AI-powered Virtual Agent. This tool handles self-service automations across both voice and digital channels, helping customers troubleshoot common issues without needing a human agent right away. And when customers do need to speak to an agent, Salesforce’s Live Agent Assist steps in, making sure the transition is seamless.
Why Does It Matter?
Modern contact centers are facing increasing pressure to deliver fast, personalized service across a bunch of communication channels. Customers expect instant, accurate responses, whether they’re texting, calling, or messaging through apps like WhatsApp. With this Salesforce-Vonage partnership, businesses can meet those demands without the headache of managing multiple platforms. Everything's unified in one system, powered by AI, to help agents do their jobs more efficiently.
So, if you’re in the contact center world and looking for ways to keep up with the ever-growing expectations of today’s customers, this could be a game changer. Vonage Premier for Salesforce Service Cloud Voice is already available on the Salesforce AppExchange,
and with this new BYOC for CCaaS integration, the future of customer service just got a whole lot brighter.
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