Contact centers are more decentralized as organizations continue to adopt a work-from-anywhere business model. That is why organizations worldwide need a way to better serve their customers while meeting specific compliance regulations, all from a single, secure platform.
Vonage makes that possible with the availability of Salesforce Shield for Vonage Contact Center and Vonage for Service Cloud Voice. What Salesforce Shield does is enable businesses to better protect sensitive customer data with tools that enhance trust, transparency and governance for agents.
Salesforce Shield uses AES 256-bit encryption to protect sensitive data across all Salesforce apps. This is supplemented by the ability to bring existing encryption keys and manage key lifecycles, protect sensitive data from Salesforce users and meet regulatory compliance mandates.
"With a long history of success in the contact center space, it is not surprising that Vonage is one of the first providers to deliver Salesforce Shield to its customers,” said Sheila McGee-Smith of McGee-Smith Analytics. "Vonage Contact Center with Salesforce Shield enables a cloud-based contact center that empowers agents to work remotely, with access to everything they need to meet customers' needs."
Because the Vonage Contact Center for Salesforce and Vonage for Service Cloud Voice solutions support Salesforce Shield encryption, users benefit from the security Salesforce Shield provides, alongside Vonage's cloud contact center solution to help businesses perform better, connect easier and enhance employee and customer engagement.
One example of a use case is from the healthcare industry. With the Salesforce Shield integration, a healthcare company manages personally identifiable information and protected health information for its patients without compromising the ability of customer service agents to search or run workflows and other key functions using that data to ensure patients continue to receive the best medical care.
Sanjay Macwan, chief information officer and chief information security officer at Vonage, says that Salesforce Shield is a testament to its commitment, with Salesforce, to ensure compliance is met while ultimately enabling organizations to succeed by better serving their customers.
Edited by Erik Linask