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Bring Your Own Channel for CCaaS
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Bring Your Own Channel for CCaaS

Enhance your Salesforce Service Cloud Voice investment by expanding beyond voice to deliver a full omnichannel Contact Center as a Service (CCaaS) experience.

 

Vonage Contact Center can power Salesforce channels to improve productivity and deliver actionable, AI-fueled insights — all in a single console.

 

With Bring Your Own Channel for CCaaS, your business can leverage Vonage routing and agent capacity management, workforce management (WFM) integration, Vonage Premier for Service Cloud Voice, and Bring Your Own native digital channels.
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Increased Choice With Service Cloud Voice

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AI-Enabled Experiences and Insights

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Better Customer Experience (CX)

 

 

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Fueled by AI

One AI model works across all channels to provide:

  • Better customer support with GenAI-powered Voice and Messaging bots for 24/7 self-service and live agent assistance (Knowledge lookup, Next Best Action, Call summarization, Sentiment analysis, and more)

  • A full end-to-end (E2E) AI-driven customer journey, with Salesforce’s Einstein AI complemented with Vonage’s AI Studio and Conversational Insights

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Enhanced Capabilities

One combined Salesforce and Vonage platform increases contact center capabilities with: 

  • A single routing and capacity model, leading to faster and better interactions and issue resolutions

  • More intelligent and personalized routing decisions with Salesforce data across all channels

  • Integrated WFM (Workforce Management) to get the right people scheduled at the right time — maintaining the focus on customer needs

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Seamless Experiences

Bring Your Own Channel for CCaaS enables seamless and more personalized interactions:

  • Connect back-office and field employees, agents, and customers across any channel

  • Unify native communication channels right in the Salesforce interface, from phone, web and social to SMS, WhatsApp, and more

  • Easily uncover actionable, AI-powered insights across all channels to improve productivity and enhance customer experiences (CX)

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