Vonage Rolls Out New Contact Center Capabilities

Vonage this week unveiled new contact center capabilities through Nexmo, its API platform, including split recording, real-time text-to-speech translation, onAnswer and WebRTC supported by the Nextmo Voice API.

These latest programmable capabilities from Nexmo allow software developers and businesses to build customized contact center capabilities tailored to their needs and specifications. Developers and businesses can implement the capabilities globally, individually or in combination, to augment an existing contact center.

Alternatively, these capabilities can be deployed as a stand-alone offering, allowing customers to “engage with agents in their preferred language, on their preferred channel, with relevant context and in real-time,” according to Vonage.

Vonage’s Omar Javaid

“Vonage is redefining how our developer ecosystem and businesses approach their contact centers with intelligent, voice-powered capabilities and analytical tools that can be used to build a unique and personalized customer experience,” said Omar Javaid, Vonage’s chief product officer.

Split recording allows a business to record both participants of a call in stereo, creating a recording of what a participant hears on one channel, and what the participant says on a separate channel.

Text-to-speech now includes 40 languages, spoken by more than 4.5 billion people. New languages include Mandarin, Hindi, Arabic, Cantonese, Bahasa, Portuguese and Korean.

onAnswer provides agents with a precall prompt to provide context and facilitate a smoother conversation, while WebRTC provides an easier way for contact center agents to connect and work from anywhere they have a web browser. Setting up agents to work from home, or anywhere in the world, no longer requires communications hardware or new landlines, Vonage said.

“More and more developers and businesses are seeking greater flexibility beyond traditional contact center products to create better business outcomes,” Javaid said. “By leveraging our cloud-scale programmable communications to enhance new or existing contact centers, businesses can quickly adapt to customer demands, generate new insights and innovate faster to serve and delight their customers.”

In March, Vonage announced a new enterprise plan for its Nexmo platform, featuring a set of 11 program, product and platform features built specifically with enterprises in mind.