Vonage Contact Center Gets Video, AI Enhancements

Vonage has released its new video, artificial intelligence (AI) and omnichannel features for its Vonage Contact Center solution.

The enhancements include embedded video chat and screen sharing, virtual assistant, webchat, real-time analytics and screen recording. Vonage says customers now will be able to communicate visually, efficiently and effectively.

Savinay Berry is Vonage‘s executive vice president of product and engineering.

Vonage’s Savinay Berry

“Video chat has become a mainstream addition to people’s everyday lives and shows no sign of slowing down,” he said. “By embedding video into both the contact center and customer relationship management (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

Dubbed “Visual Engagement” for Vonage Contact Center, the new video feature can be embedded in Salesforce, Microsoft Dynamics or ServiceNow. It allows agents to escalate any interaction to a video call with screen-share capabilities with a single click. Visual Engagement also allows businesses to reduce time to resolution through personalized interactions. This results in “happier customers,” Vonage said.

A recent Vonage report revealed that from January-August 2020, there was 140% growth globally in the number of people who prefer to connect with businesses via video. Video provides face-to-face engagement for a more personalized experience or when a more complex issue needs a one-on-one connection.

Sheila McGee-Smith is president and principal analyst at McGee-Smith Analytics.

“Is video channel usage poised to explode in the contact center?” she said. “All indications are that it will, as companies expand to customer service the video use cases that proved so invaluable in the last year.”