Vonage has launched a new agent workspace for its CCaaS platform.
The Vonage Contact Center (VCC) Intelligent Workspace will allow agents to more seamlessly transition across multiple channels and systems during customer service interactions.
As a result, they can toggle between various tabs and screens, saving time and allowing agents to place their full focus on the customer.
Alongside these usability upgrades, Vonage customers may benefit from the AI embedded into the new UI.
Indeed, it will help provide native, step-by-step guidance throughout the entirety of the service experience.
Yet, Reggie Scales, Head of Applications for Vonage, emphasized the importance of providing agents with a tool that can flit seamlessly between video and various digital channels. He noted:
In an increasingly digital world, AI is crucial to delivering these kinds of enhanced experiences across all modes of communication.
"By providing our customers with a fully integrated contact center platform, as well as the APIs to layer AI-infused capabilities across every customer touchpoint, VCC Intelligent Workspace offers the simplicity of a single-vendor, integrated solution, that is fully extensible and easy to implement for businesses of all sizes."
In his comment, Scales touches on some of the additional features included within the Workspace, including the various APIs available to pull third-party apps into the desktop. Vonage excels in delivering these APIs, thanks to its CPaaS specialism.
Yet, in bringing this all together, the company believes it will help to deliver superior engagement alongside "better business outcomes and long-lasting customer loyalty."
Let’s take a closer look at some of the other capabilities that Vonage claims separate its offering from the crowd.
VCC Differentiators
Described by Vonage as a "key differentiator", the VCC’s multi-modal workspace allows different agent experiences to coexist within the same platform.
So, no matter if some agents are dipping into a third-party solution - such as the CRM solution - to complete a customer interaction, Vonage can scrape the same AI insights from every conversation.
Another major advantage outlined by the company is the ability of the VCC to "seamlessly" integrate with Vonage Business Communications (VBC) in a unified solution called Vonage Fusion.