Vonage has introduced an omnichannel messaging app ‘Conversations for Salesforce’ that brings together the Salesforce platform with its own Vonage Contact Center (VCC).
The new solution will enable businesses to serve customers from the Salesforce platform alongside bot and VCC agent interactions.
It offers a scalable way of sending SMS, MMS, and WhatsApp messages from Salesforce so businesses can easily create custom workflows using Salesforce’s tools.
Savinay Berry, EVP of Product & Engineering for Vonage, commented: "Many businesses are not using the communications channels made available by today's technology to their full potential and are missing out on opportunities to make real connections and drive customer engagement.
"Vonage ‘Conversations for Salesforce' unlocks the power of delivering personalized two-way interactions with customers from Salesforce, enabling engagement at scale with SMS, MMS, and WhatsApp channels while blending bot and VCC agent interactions.
Based on Salesforce’s best practices and latest tools, the app overcomes the constraints of existing solutions and is enabling conversations across the entire organisation.
According to a Vonage study last year, 30 percent of consumers reported that messaging apps are the most common method of business communications.
Conversations for Salesforce helps businesses increase customer interactions, raise productivity, and enhance customer experiences with customized conversations.
Using Salesforce as the source of customer data, users can access entire customer histories.
Response handling can also be automated with chatbots or routed to the relevant agent or organization.
The app is part of the full Vonage AI Acceleration Suite for Salesforce, which is a portfolio of AI, low-code/no-code components that can integrate with Salesforce applications across omnichannel communications and facilitate business transformation.
Conversations for Salesforce is being showcased at Salesforce’s annual Dreamforce event this week.
