In our quest to deliver an unrivaled customer and agent experience, we’ve added a diverse set of exciting new features and improvements to Vonage Contact Center (formerly NewVoiceMedia) since our Winter ‘20 Release last year.
Renaming and Rebranding
Vonage has undergone a major rebrand that brings all its acquired products—including NewVoiceMedia—under the Vonage name. Beginning with this release, the contact center solution known as NewVoiceMedia will henceforth be referred to as Vonage Contact Center (VCC). Note that along with the new name, Vonage Contact Center will adopt a new visual identity as well. Functionality and user experience remain exactly the same, albeit with a new color palette, logos, text fonts, and icons.
Unified Experience across Contact Center and Unified Communications
Vonage Contact Center (VCC) and Vonage Business Communications (VBC) have been tightly integrated together, enabling productive new capabilities such as availability synchronization, a single interface for call control (regardless of whether a call is via VCC or VBC), and a unified directory that stores VCC and VBC contacts in one place.
Vonage’s integration with Salesforce High Velocity Sales (HVS) brings global contact center capabilities, advanced inbound and outbound features, and innovative supervisor functionality. To help further enhance the agent experience, they can now specify what state they go into when their computer is locked. New Ofcom regulations require the validation of calling line identifications (CLIs) used for calls, whereby the CLI must be both a valid format and within a valid range. Updates to the Vonage Contact Center WebRTC layer will provide greater flexibility to enhance and maintain this offering. Agents will also benefit from an update to the button they use to report audio quality problems during a call. It’s been made easier for agents to pause and restart recording when going on and off hold. The Set Data Source applet now allows the setting of up to 100 data sources within a single applet.
Analytics and Emotive:
With this release, Advanced Salesforce Reporting is now generally available. Data can now be imported from external sources using the Data Connector and incorporated directly into dashboard widgets. Conversation Analyzer’s supported languages have been extended from six to 22. Scheduled Log Out is a collection of rules that define when Vonage Contact Center will log voice-function enabled users out of ContactPad. Custom Unexpected and Fault State Timeouts allow supervisors to configure custom timeouts at the agent level for a range unexpected or fault states.
Features in Pilot:
This release’s pilot program will include the IVR Payments product, which is a pilot feature that extends PCI Pal Agent Assist Secure Payments, enabling payments to be taken through an IVR. Additionally, our new Virtual Assistant product uses AI to deliver enhanced self-service interactions that engage every caller with natural language and enable additional capacity within your contact center.
The rollout of Spring ‘20 Release is scheduled for the week of April 6, 2020.
To learn more about how Vonage Contact Center can help your organization, please visit Vonage.com/contact-centers.