Vonage, a cloud communications provider and part of Ericsson, announced an enhancement to its Vonage Premier for Service Cloud Voice solution. The new upgrade includes integration with Salesforce Einstein Conversation Insights, an AI-driven tool designed to provide real-time conversational data and analytics.
Company officials said the integration is aimed at improving agent and customer experiences by offering intelligent, global calling capabilities directly within Salesforce Service Cloud Voice.
Einstein Conversation Insights added to the offering makes it possible for Vonage Premier users to access detailed conversational data, such as voice transcripts and caller sentiment, during live interactions. It also offers the ability to record and analyze calls for specific keywords, phrases, and topics of interest, so agents and supervisors can review transcripts quickly and identify areas for coaching and improvement.
"This new integration for the Vonage Contact Center solution, which leverages deeper analytics in Salesforce, highlights a key and growing trend in the contact center technology market," said Donna Fluss, President, DMG Consulting. "Given the rapid pace of innovation for AI and analytics, technology partnerships are a highly effective method to quickly bring new and advanced capabilities to market, giving clients increased flexibility in the solutions they use to deliver an enhanced customer and employee experience."
Sales and service teams are also empowered with the ability to play back recorded conversations and extract key information, including mentions of competitors, products, custom keywords, and pricing discussions so they can take proactive steps to enhance customer relationships and drive business growth.
With real-time transcription and conversation intelligence rules powered by Vonage, businesses can also significantly enhance their customer experiences. The system can trigger next-best actions, send supervisor alerts, and facilitate post-call quality management and coaching.
"We continue to invest in our relationship with Salesforce and commitment to the expansion of our Vonage Premier for Service Cloud Voice customer offering," said Savinay Berry, EVP Product & Engineering for Vonage. "As one of the first Contact Center as-a-Service providers to offer this integration to Service Cloud Voice users, we are meeting a real and growing demand for advanced speech analytics. With these AI-based insights, our customers can make improvements and adjustments in how they connect and interact with customers with actionable data that will ultimately drive better customer experiences and higher engagement."
Edited by
Greg Tavarez
