These AI-powered insights and analytics will enable brands to improve the agent and customer experience with intelligent, global calling capabilities - all within Salesforce Service Cloud Voice.
With Einstein Conversation Insights, Vonage Premier for Service Cloud Voice sales and service customers can see conversational data, such as voice transcripts and caller sentiment, surfaced in real-time. Calls are then recorded and analysed for mentions of specific keywords, phrases and points of interest, enabling agents and supervisors to review the call transcript or uncover coachable areas that need attention or follow-up.
"We continue to invest in our relationship with Salesforce and commitment to the expansion of our Vonage Premier for Service Cloud Voice customer offering," said Savinay Berry, EVP product and engineering for Vonage. "As one of the first contact centre as-a-service providers to offer this integration to Service Cloud Voice users, we are meeting a real and growing demand for advanced speech analytics. With these AI-based insights, our customers can make improvements and adjustments in how they connect and interact with customers with actionable data that will ultimately drive better customer experiences and higher engagement."
With Vonage Premier for Service Cloud Voice, customers can access Salesforce Einstein Conversation Insights to play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords and pricing discussions. Sales and service leaders can then extract conversation trends and visualise insights related to these voice and video calls to take next steps to obtain and retain valuable customer relationships. With Vonage's real-time transcription driving Salesforce conversation intelligence rules, businesses can improve customer experience by triggering next best actions and supervisor alerts, and through post call quality management and coaching.
"This new integration for the Vonage Contact Center solution, which leverages deeper analytics in Salesforce, highlights a key and growing trend in the contact centre technology market," said Donna Fluss, president, DMG Consulting. "Given the rapid pace of innovation for AI and analytics, technology partnerships are a highly effective method to quickly bring new and advanced capabilities to market, giving clients increased flexibility in the solutions they use to deliver an enhanced customer and employee experience."