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News : Vonage Contact Centre for Salesforce Service Cloud Voice Now Available on Salesforce AppExchange

#contactcenterworld, @vonage

Holmdel, NJ, USA, June 28, 2021 -- Vonage (Nasdaq:VG), a global provider in cloud communications helping businesses accelerate their digital transformation, announced that it has launched Vonage Contact Centre (VCC) for Service Cloud Voice, empowering customers to enhance the agent and customer experience with intelligent, omnichannel and global calling capabilities - all within Service Cloud Voice, powered by Vonage.

Integrated directly with Salesforce Service Cloud, Vonage Contact Centre for Service Cloud Voice is currently available on Salesforce AppExchange.

Service Cloud Voice brings together phone, digital channels and CRM data in one central view for service agents. Customers can now connect their preferred phone solutions into Service Cloud Voice with Service Cloud Voice for Partner Telephony, creating a unified agent and digital channel experience to deliver faster, smarter and more personalised service.

"Today’s customer demands personalised, intelligent experiences to meet the needs of the new modern workplace," said Savinay Berry, EVP of Product and Engineering for Vonage. "Vonage has one of the most complete and global set of solutions in the market and, with the addition of VCC for Service Cloud Voice, we are providing our customers with yet another way to make meaningful connections with their own customers, creating a better experience."

Added Berry, "Participation in this offering for Partner Telephony is a testament to our longstanding collaboration with Salesforce and we expect this innovation to drive significant growth over the coming years."

"The Vonage Contact Centre solution is a welcome addition to the Service Cloud Voice ecosystem," said Patrick Beyries, VP of Product Management, Service Cloud. "The expansion of Service Cloud Voice for partner telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence."

"It is not surprising that Vonage is one of the first to deliver a generally-available Partner Telephony solution for Service Cloud Voice," explains Sheila McGee-Smith of McGee-Smith Analytics. "Vonage has a long history of success in the market and has worked closely with Salesforce to bring innovation to their current and future customers."

#contactcenterworld, @vonage

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Vonage:
Company LogoVonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate. Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
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Today's Tip of the Day - Support

Read today's tip or listen to it on podcast.

Published: Wednesday, June 30, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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