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Vonage Introduces 'Conversations for Salesforce' #contactcenterworld Vonage’s new app provides a flexible and scalable way of sending SMS, MMS, and WhatsApp messages from within Salesforce, making it easy for businesses to develop custom workflows using standard Salesforce tools. A carrier services company in the United States, Thunder Funding, had a rapidly growing contact centre that managed inbound and outbound voice communications through Vonage Contact Center and Salesforce. With Vonage 'Conversations for Salesforce', Thunder Funding has now enabled two-way conversations and can send messages daily to customers and prospects. Conversations are managed directly in Salesforce, keeping the context of conversations readily available, and can be escalated to an agent once a lead is qualified. "At Thunder Funding, Vonage Conversations for Salesforce has enabled us to handle two-way interactions with our customers through SMS and MMS, improving our response rates and elevating our customer engagement," said Jim Marshall, IS Project Manager, Thunder Funding. "Getting the app set up didn't require any coding and the platform offers extensive customisation to fit our specific needs. Customers can now more quickly and easily communicate with our client support and sales teams and we have full visibility of conversations across each department, with real-time activities accessible to supervisors on our live dashboard." "Many businesses are not using the communications channels made available by today's technology to their full potential and are missing out on opportunities to make real connections and drive customer engagement", said Savinay Berry, EVP, Product & Engineering for Vonage. "Vonage 'Conversations for Salesforce' unlocks the power of delivering personalised two-way interactions with customers from Salesforce, enabling engagement at scale with SMS, MMS and WhatsApp channels while blending bot and VCC agent interactions. Based on Salesforce’s best practices and latest tools, the app overcomes the constraints of existing solutions and is enabling conversations across the entire organisation." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Thursday, September 14, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |