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News : Vonage Introduces 'Conversations for Salesforce'

#contactcenterworld, @vonage, @salesforce

Holmdel, NJ, USA, Sept 13, 2023 - Vonage, a global provider in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), has launched Vonage 'Conversations for Salesforce', a configurable omnichannel messaging app powered by the Vonage Communications Platform, enabling businesses to serve customers directly from the Salesforce platform and delivering customer engagements, whilst blending bot and Vonage Contact Center (VCC) agent interactions.

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, @vonage, @salesforce

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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About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

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

Published: Thursday, September 14, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Customer Experience (CX)

 
1.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

2.) 
ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

3.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

4.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

5.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

6.) 
Hootsuite

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!

7.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

8.) 
Pointel

Genesys Cloud Adapter for Oracle CX Cloud
Oracle CX Cloud customers utilizing Oracle Cloud Marketing, Sales, Service, Social and CRM SaaS applications, who also rely upon Genesys for contact center solutions, can conveniently conjoin these systems by implementing the Pointel Adapter.

Agents can engage customers across telephony and digital channels to dramatically improve sales, customer retention and brand value with the Genesys Cloud Adapter for Oracle CX Cloud.

The Genesys Cloud Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information, including last interactions and interests, as contact between agents and customers aren’t just interactions—they’re solutions...
(read more)

9.) 
Vads

One Stop Solutions Customer Experience
Customer Experience Solutions with :

- Inbound Contact Center : Our Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales such as Customer Service, Walk in Center, and Service Desk.

- Outbound Contact Center : Outbound call center is designed for call...
(read more)

10.) 
Sabio

Digital Customer Experience (CX) Transformation Consultancy and Integration Specialists
At Sabio Group, we believe that customer experience (CX) should be brilliant.

That's why we deliver solutions and services that seamlessly combine digital and human interactions to support outstanding CX.

Through our own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

11.) 
Vion Consulting

Autonom8 BPM Platform
Autonom8 (A8) Platform is an AI driven customer journey automation platform that is essentially low-code, uses a BPM Studio to design and automate the process flows. A8 as a platform, unifies all customer interaction points across any channel into a single interaction flow. This helps in delivering more effective service to the customer, resolve their queries faster, make the interactions crisper and more informative. This effectively helps drive better CX.
From the enterprises' point of view, the A8 platform helps do the above on a "pay per transaction" model, involves Zero infrastructure cost, no upgrades, no licenses, no AMCs. So it is very economical solution compared to the benefits it...
(read more)

12.) 
Vistio

Vistio is a contact center technology solution that uses next-best-action guidance and automation to help agents confidently provide quick and accurate resolution to customer inquiries, simplifying the agent’s job and reducing the guesswork and stress of handling customer calls. The result is specific and measurable improvements in your KPIs in just 90 days.

13.) 
World Connection

World Connection is a provider of contact center services and solutions, including customer service, sales, technical support, back office, and consulting.

Supporting our clients is our what we live for. With a team of professionals on staff, we are dedicated to giving you timely and expert assistance. Our client support team receives continuous education on the latest services, technologies, procedures and analytical tools.

Our mission is to provide you with prompt and professional strategies that meet your needs, so you can focus on achieving your operational objectives.
 

About us - in 60 seconds!

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