Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Increase efficiencies by deploying service automation. Chatbots are turning to be a key component in the digital transformation of contact centers.
Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
SOLUTIONS
COMWAYS + SALESFORCE + VONAGE
ARE BETTER TOGETHER
FOR A CONTACT CENTER
• Cloud Contact Center
• Full Integration to Salesforce • Virtual Assistant
• Conversation Analyzer
• Video calls
• Case Management
• Service Cloud Voice
• Omnichannel
• Workflow Management
• Einstein Artificial Intelligence • Next Best Action
• Knowledge Management
• Analytics
IMPROVE YOUR CUSTOMERS &
AGENTS EXPERIENCE
VONAGE NATIVE CLOUD CONTACT CENTER SOFTWARE
Get the flexibility, privacy, and reliability you want while using any telephony provider, with on-demand scalability.
FULL VONAGE TO SALESFORCE INTEGRATION
Seamlessly integrate Vonage with Salesforce for key customer data and insights, empowering your team to deliver personalized connections across every channel. Salesforce CTI integration is at the heart of Vonage cloud-based contact center software.
VIRTUAL ASSISTANT
The Vonage Virtual Assistant deploys natural language and uses conversational AI for voice-enabled customer self-service, adds intelligence to any conversation, and makes your customer experience a lasting competitive advantage.
CONVERSATION ANALYZER
The Conversation Analyzer helps transcribe and tag customer calls. Control and monitor the conversation quality.
VIDEO CALLS
Create richer customer experiences with Video. Bring your agents and customers together through interactive live video calls. Vonage Video calls make it easy to build a customized video experience within any mobile, web, or desktop application.
ADD INTELLIGENCE TO VOICE
AND DIGITAL CHANNELS
CASE MANAGEMENT
Case Management gives your organization the tools to streamline contact center operations, keep track of customer interactions, and unify data or team silos into a single source of truth. Offers one integrated platform that provides your agents a single shared view of every customer.
SERVICE CLUDE VOICE
Service Cloud Voice makes it easier for agents to answer and make calls, track customer information, and resolve customer issues—all within the Service Console. Reduce call volume and speed up call resolution by uniting cloud telephony and Salesforce CRM. Agents have a 360-degree view of every customer and supervisors get enhanced visibility across all channels, driven by intelligence.
OMNICHANNEL
Digitizing customer contacts at any touch-point facilitate and maximize integration to achieve a consistent customer journey via voice, video and digital conversations. Preserve context when switching channels.
WORKFLOW MANAGEMENT
Route customers to the best matching agents. Optimize agents' assignments to best match forecasted demands and to adjust in real-time to deliver your committed SLAs. Give managers a view of contact center activity and manage their teams' workload in real time.
EINSTEIN
Einstein adds intelligence to voice and digital channels. It is a set integrated technologies that brings the power of AI to all Salesforce products, This innovation provides a more personalized and predictive experience that will display your company as more professional and attractive to your customers.
NEXT BEST ACTION
Recommendations are surfaced using business rules, predictive models, and other data sources. The result of this process are context-specific next best action recommendations that you present to your users.
MANAGING KNOWLEDGE TO IMPROVE AGENT PERFORMANCE
Proactively examines new cases as they come in; Identifies the language and key words, phrases, and text field values within the case; and suggests articles that are most likely to solve the problem.
ANALYTICS & ACTIONABLE DASHBOARDS
Apply analytics to identify trends and risks. A 360° view on your operational performance and your customers' experience through consolidated reports and actionable dashboards.