Vonage Adds Programmable Capabilities to Contact Center Offerings



Business cloud communications provider Vonage has launched programmable contact center capabilities through Nexmo, the Vonage API Platform. These include split recording, real-time text-to-speech translation, onAnswer, and WebRTC, all supported by the Nexmo Voice API (VAPI).

These latest programmable capabilities from Nexmo allow users to build customized contact center capabilities.

"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, chief product officer at Vonage, in a statement. "More and more developers and businesses are seeking greater flexibility beyond traditional contact center products to create better business outcomes. 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."

Businesses can implement these advanced capabilities globally, individually or in combination, to augment existing contact centers. Alternatively, these capabilities can be deployed as a stand-alone solution, empowering customers to engage with agents in their preferred language, on their preferred channel, with relevant context and in real time.

The new capabilities are the following:

  • Split recording, which enables businesses 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 with expanded coverage for 17 new languages, including Mandarin and Cantonese Chinese, Hindi, Arabic, Bahasa, Portuguese, and Korean. Users can now program automated voice prompts in 40 local languages.
  • onAnswer functionality, which provides agents with pre-call prompts to provide context. For example, the prompt could be programmed to tell agents to which of several concurrent campaigns a call is related or provide call context as a customer is being transferred.
  • WebRTC, which unlocks the value of the Nexmo Voice API functionality on mobile and desktop devicess.

Additional intelligent contact center use cases enabled by Nexmo include the following:

  • Real-time sentiment analysis;
  • Skills-based routing;
  • Call tracking;
  • Real-time speech-to-text transcription; and
  • Automated, natural language FAQs.