Service Cloud Voice With Vonage: Salesforce’s Vision for the Contact Center of the Future Is Here

A fast, intelligent contact center of the future that unifies—in real-time, and in a single centralized console—phone calls, digital channels, and CRM data: That’s Salesforce’s vision for Service Cloud Voice. As an official pilot partner for the upcoming “Partner Telephony” release, Vonage is working with Salesforce to incorporate Vonage’s advanced-telephony contact center solution.

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What This Series of Articles Aims to Do and How to Use It

This article and its forthcoming follow-ups will help you:

  • Decide how to move your contact center forward—no matter which vendor provides it or whether it's on premises or in the cloud—following the Summer '21 launch of Salesforce’s Service Cloud Voice Partner Telephony offering
  • Ensure an exceptional customer experience (CX) and agent experience
  • Identify the best contact center and call center telephony for you and your customers
  • Make decisions that give all contact center stakeholders a say and keep them aligned

This series will be (1) a reference that pivots on the key stages of your customer journey, (2) informed by interviews with contact center customers, contacts at Salesforce, and industry analysts, and (3) useful for two types of contact center leaders and decision makers. For those new to cloud telephony, contact center cloud solutions, and computer telephony integration products, this series will outline the main areas to consider. For seasoned cloud contact center experts, this series will provide a reference and intro to the world of Service Cloud Voice with Vonage.

How Service Cloud Voice with Vonage Will Be Your Contact Center’s Secret Sauce

With Service Cloud Voice, Vonage’s end-to-end intelligence and automation-driven contact center will enable organizations to help customers self-serve, provide assistance before, during, and after calls, and benefit from:

  • Salesforce cloud telephony integration and blended call routing—all on a single platform 

  • A single interface (i.e., no toggling between screens)

  • Automated speech transcription that cuts data entry and call wrap-up times, and lets agents focus on CX

  • Einstein A.I.-powered guidance—and next-best-action knowledge-base suggestions—for improved agent productivity

  • Real-time, one-stop-shop omnichannel visibility across all conversation channels (e.g., SMS, social, etc.) 

  • A state-of-the-art console that lets supervisors see call routes in real time, evaluate agents, and provide live and post-call coaching

Vonage complements Service Cloud Voice by:

  • Allowing current Vonage Contact Center customers to keep their existing call plans, skills, and users—no need to rebuild
  • Reducing inbound calls and wait times via a virtual assistant with voice activated self-service 
  • Intelligently routing calls through the IVR phone system, anticipating customer needs, and delivering memorable experiences
  • Using single-brain routing across voice and digital to direct all channels’ interactions in an integrated, unified way
  • Making routing decisions from custom objects and identifying the best agent based on personalized customer data
  • Eliminating WebRTC limitations and creating hardphone, softphone, and mobile options with Quality of Service (i.e., high-quality audio) features 
  • Maintaining partnerships and customers throughout the world
  • Providing direct access to telecom partners and 24/7 support
  • Optimizing both call quality and costs with Global Voice Assurance and global call plans

     

Here’s a use case example: As Vonage transcribes speech in real time and displays it alongside customer data in the console, Einstein’s contact center A.I. helps improve agent engagement—and creates a better CX—by: 
  • Recommending responses, knowledge articles, and next best actions

  • Providing full access to the customer’s purchase history, warranty information, and past interactions across channels

Vonage Contact Center’s Interaction Architect enables Salesforce to deliver these benefits by simplifying interaction-flow design and making integration seamless. And Vonage’s Global Voice Assurance and global call plans ensure the successful deployment of Service Cloud Voice. The results? Exceptionally clear voice quality with an integrated voice solution, automatically routed calls between regions to reduce wait times, and lower costs.

Without disrupting an organization’s existing call flows, users, or contact numbers—nor its existing integration between Salesforce and Vonage Contact Center—Service Cloud Voice provides an alternative CRM contact center cloud solution that delivers exceptional CX and agent experiences. 

Be sure to check back soon for the next installment of this series, and good luck on your contact center journey!

Service Cloud Voice with Vonage
Looking to improve your CX, increase your first-contact resolution rate, reduce your average handling time, and bolster your contact center’s capacity?
Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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