Are you wondering which Vonage contact center features will have the biggest impact on your CX scores, and employee productivity? You’re in the right place.
As a world leader in the CCaaS and UCaaS landscape, Vonage is one of the key vendors supporting companies worldwide in their quest to deliver unforgettable customer experiences. The brand’s flexible, microservices-based architecture is ideal for businesses seeking complete control over their contact center transformation strategy.
Today, we will share some of the most valuable Vonage contact center features worth exploring if you invest in the Vonage CCaaS ecosystem.
13 Amazing Vonage Contact Center Features
Vonage offers a comprehensive omnichannel contact center solution to businesses of all sizes. The flexible solution can support communications across any channel, from voice to video. It integrates seamlessly with various tools, from UCaaS platforms like Teams to Salesforce.
With Vonage, companies can access everything from intuitive modular APIs to solutions for improving employee engagement and productivity. Here are some key features and capabilities worth exploring as you build your Vonage-powered contact center.
1. Vonage AI Studio
Offered as an add-on to the Vonage CCaaS and UCaaS solutions, the Vonage AI Studio is a low-code conversational AI design tool. It empowers developers and non-developers in any business to create and deploy unique customer engagement experiences powered by natural language processing.
This easy-to-use builder requires no coding knowledge, allowing businesses to create automated communication flows across voice and messaging channels. You simply drag and drop the triggers you need into the right places in the workflow.
This addition to the Vonage contact center also features Vonage’s in-house Natural Language Understanding technology and integrations with messaging apps like WhatsApp. There are various production-ready templates for post-call surveys, delivery updates, appointment scheduling, and customer care.
2. Vonage Conversational Commerce
Another excellent solution for companies looking to build on their Vonage contact center experience, Vonage Conversational Commerce, powered by Jumper.ai, features numerous unique capabilities. With the toolkit, companies can build frictionless customer experiences with AI-driven bots, automated marketing campaigns, and reporting and analytical tools.
The solution includes a native mobile app for iOS and Android, allowing agents to communicate with consumers and access CRM data and customer information from anywhere. There’s also an AI-powered widget that will enable businesses to embed instant messaging capabilities into their websites.
In 2023, Vonage also updated the instant messaging capabilities of its toolkit to support channels like SMS and Google Business Messenger, as well as various social applications.
3. The Vonage Contact Center Agent Dashboard
Highly customizable and intuitive, the Vonage Contact Center agent dashboard is among the most impressive in the CCaaS space. Promising an exceptional omnichannel agent experience, the solution includes everything from a configurable contact pad to click-to-dial capabilities.
Agents can leverage screen pops from connected CRMs to access instant information about a client. There are also integrated call logging and recording features to help with automating repetitive tasks. Plus, agents can transfer, park, and start conference calls in seconds.
Within the dashboard, agents can also see if another employee has assigned them a task, or transfer a conversation to a team member. They can leave voicemails automatically, call from within a CRM using the Vonage softphone, and more.
4. Vonage Virtual Assistant
The Vonage contact center virtual assistant is just one of the many AI solutions created by the communication company in recent years. This assistant can be configured to suit different business use cases, handling high-frequency and automatable calls.
It delivers enhanced self-service interactions to consumers, with built-in contact center AI to analyze intent, clarity, and customer sentiment. It can even provide the results of a conversation to an agent when transferring a call to a live human being.
Built on the same microservices-based architecture as the Vonage contact center, this handy tool is easy to deploy in any environment and reduces average handling times.
5. Dynamic Routing and IVR
The state-of-the-art IVR and dynamic routing capabilities built into the Vonage contact center make it easy for businesses to deliver a streamlined, personalized experience on any channel. The platform comes with a handy “IVR tree” builder, which allows companies to decide how to route customers based on intent and agent skillsets.
You can route customers based on their historical CRM information or direct them to agents based on their priority level. There’s even the option to encourage customers to self-serve, with access to bots that can answer common questions quickly.
Vonage even allows users to add IVR and routing capabilities to their existing applications and tools through dedicated API solutions.
6. Vonage Contact Center Conversation Analyzer
Speech analytics technology is quickly becoming an essential part of any CX stack. The Vonage conversation analyzer, a dedicated speech analytics tool, helps minimize the guesswork in call monitoring and data analysis.
This technology doesn’t just draw data from contact center conversations; it can also pull information from your CRM and BI tools. This helps companies rapidly discover new insights to help with quality management, coaching, compliance, and more.
There’s also built-in sentiment analysis to show how your customer’s attitude towards your company and agents changed during the call. You can even click on parts of the call with negative and positive sentiment reports to learn more about the issue.
7. Vonage Dashboards and Analytics
Alongside offering insights via its conversation analyzer, Vonage allows companies to monitor various metrics with real-time dashboards and reporting tools. The comprehensive analytics center provides KPIs overviews on all your contact center channels in one convenient place.