#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.
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"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:
Vonage (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.
About Salesforce:
Salesforce.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.
Published: Thursday, September 14, 2023
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