Vonage Debuts Skills-Based Routing and Real-time Sentiment Analysis Technology
Holmdel, NJ, USA, March, 2018 -- Vonage (NYSE: VG), a business cloud communications provider, introduced skills-based communications routing and real-time sentiment analysis - intelligent communications technologies that enable businesses to create their own routing plans and analytical view of agent and customer interactions for the contact center via building blocks. Developed as a part of the Nexmo Partner Program for Vonage's API Platform, these new technologies are first in a line of planned building blocks that enable greater flexibility and efficiency to create more meaningful customer relationships and better business outcomes.
"Our new skills-based routing and real-time sentiment analysis offerings represent a brand new way for the industry to think about building an intelligent contact center — one that reflects the unique requirements of individual businesses," said Omar Javaid, Chief Product Officer for Vonage. "Vonage is redefining the contact center industry by providing businesses with building blocks to implement intelligent routing technology and the flexibility to determine where and how that routing is set up to deliver better business outcomes to their own customers."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Thursday, March 15, 2018
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