Vonage Launches Visual Engagement to Enhance Agent and Customer Experience with Native Video in the Contact Center

By AIT News Desk On Apr 15, 2021

New Vonage Contact Center features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics to improve customer engagement

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has announced the release of new Visual Engagement, AI and omnichannel features for its award-winning Vonage Contact Center (VCC) solution. With embedded video chat and screen sharing, virtual assistant, Webchat, real-time analytics and screen recording, these enhancements are elevating agent and customer interactions for Vonage customers, enabling them to communicate visually, efficiently and effectively, delivering a better experience for all.

To connect with consumers in the new modern workplace, businesses must turn to less traditional channels and employ technology that allows them the flexibility to embed programmable capabilities, like video, directly into existing applications and workflows. A recent Vonage report revealed that from January to August of 2020, globally, there was a 140% growth in the number of people who prefer to connect with businesses via video. In an increasingly virtual world, video provides face-to-face engagement for a more personalized experience or when a more complex issue needs that personal, one-on-one connection

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“Video chat has become a mainstream addition to people’s everyday lives and shows no sign of slowing down,” said Savinay Berry, EVP of Product and Engineering for Vonage. “By embedding video into both the contact center and CRM – the most integrated offering available on the market today – we are providing yet another way for businesses to enable agents to connect with customers on the channel of their choice, providing the personalized experience today’s customer expects.“

Visual Engagement for Vonage Contact Center embedded in Salesforce, Microsoft Dynamics, or ServiceNow, elevates conversations and dialog management by enabling agents to escalate any interaction to a video call with screen share capabilities with a single click. Visual Engagement for VCC also empowers businesses to reduce time to resolution through personalized, high touch interactions, resulting in happier customers.

“Is video channel usage poised to explode in the contact center? All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year,” said Sheila McGee-Smith, contact center industry analyst. “Telehealth, distance learning, e-banking and e-commerce are just a few of the applications primed for video customer service deployment.”