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News : Vonage Debuts Skills-Based Routing and Real-time Sentiment Analysis Technology

#contactcenterworld, @vonage

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."

#contactcenterworld, @vonage


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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.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 - Training Sweetener

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

Published: Thursday, March 15, 2018

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
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 Performance Monitoring
PH: 1+480-435-9390
 

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