Vonage upgrades VCC Intelligent Workspace with AI tools to increase productivity
- An AI-powered platform reshapes customer service with smarter, faster tools
- Vonage Fusion connects agents and experts for collaboration
- Unified communication channels give agents the ability to use voice, video and chat
Vonage has unveiled a new platform designed to improve customer interactions through automation and artificial intelligence (AI).
The company’s new Vonage Contact Center (VCC) Intelligent Workspace leverages its global communications APIs and advanced AI tools to provide agents with intelligent insights, global calling capabilities and next-generation networking APIs.
These tools allow agents to focus on delivering seamless customer experiences, driving stronger business results and lasting customer loyalty.
Unified solutions for streamlined communication
The VCC Intelligent Workspace supports seamless integration with Vonage Business Communications (VBC) through the Vonage Fusion offering. This solution simplifies collaboration between contact center agents and back office staff, allowing customer issues to be resolved faster.
It includes tools such as subject matter expert ‘swarms’, which help organizations tackle complex customer needs or secure high-profile sales, where the tool can be synced with the Microsoft Teams video conferencing platform, allowing agents to identify the most suitable expert in real time. .
The Workspace also helps reduce the complexity of managing multi-channel interactions and unifies communication channels such as voice, video, chat and messaging, allowing agents to provide consistent support without having to switch between disconnected systems.
With embedded AI capabilities, VCC enables features such as intelligent virtual agents, real-time transcription, summarization, and enhanced noise cancellation.
The platform’s multi-mode agent model allows organizations to combine different agent experiences within the same backend system, while maintaining unified analytics and insights, and providing integration with leading CRM software, such as Salesforce Service Cloud Voice.
“Now more than ever, the contact center is a critical link between customers and brands, and its ability to drive customer engagement, satisfaction and loyalty is critical to creating the kind of customer experiences that drive repeat business and customer loyalty,” said Reggie Scales , Main Applications for Vonage.
“In an increasingly digital world, AI is crucial for delivering these types of enhanced experiences – across all forms of communication. By providing our customers with a fully integrated contact center platform, as well as the APIs to stack AI-infused capabilities at every customer touchpoint, VCC Intelligent Workspace delivers the simplicity of an integrated, single-vendor solution that is fully extensible and easy to deploy. implement for companies of all sizes,” said Scales.