Global business cloud communications leader Vonage recently announced the expansion of its Vonage Contact Center. The company now extends integration with ServiceNow, a leading digital workflow company. Vonage Contact Center for ServiceNow lets contact centers perform mission-critical customer service and productivity functions by leveraging ServiceNow's enterprise-level customer service management solution.
This delivers a unified, contextual employee, and customer experience based on data as well as workflows. It makes integrating with CRM systems and other systems for billing, etc., simpler. There are embedded call controls, accessible via the platform's contact pad - ensuring users never have to leave the solution.
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Jay Patel[/caption]
Screen popping and click-to-dial, two other useful functions, are also available, as are automatic event logging, and the ability to listen to call recordings with a playback link. Jayesh Patel, Chief Product Officer, Vonage told UC Today, ServiceNow is fast-growing in the SaaS market and service management space, which is why it makes the platform ripe for integration, adding:
"Now that we offer solutions that support ServiceNow and other leading business apps under our Vonage Contact Center solution - we help businesses leverage mission-critical productivity tools along with the workflows needed to enable agents to work more efficiently and, productively and to better satisfy customers in real-time"
With this deep integration, remote workers can access the core capabilities of Vonage Contact Center, including an embedded ContactPad, for calling throughout the platform. They can further leverage customer and communications data using the platform's dynamic routing and rich reporting functionalities.
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Farrell Hope[/caption]
Farrell Hope, Senior Vice President of Customer Workflows, ServiceNow, said these kinds of systems come from necessity, and the novel Coronavirus prompted that growing need, adding, "It's accelerated the need for enhanced customer workflows."
Alan Masarek[/caption]