Vonage Adds to the Vonage Contact Center

Cloud communications provider Vonage today released several product enhancements to Vonage Contact Center, including new chat functionality, the ability to accept payments, and a virtual assistant.

"We are at the start of a communications revolution as businesses worldwide accelerate their digital transformation journeys," said Jay Patel, chief product officer at Vonage, in a statement. "In an increasingly virtual workplace, it is essential for companies to stay connected to employees and customers from anywhere, through whichever channel they choose. And, the demand for organizations to deliver exceptional customer experiences has never been greater."

Patel continued, "That is the value that Vonage brings, and our latest Contact Center features provide new automations, integrations, and enhancements that will improve our customers' productivity and enable them to deliver the better experiences to their customers."

Vonage Contact Center now includes live chat functionality, with all interactions fully integrated and managed in one place. It includes administration, routing, and prioritization of customer interactions and a single set of real-time and historic reports.

Self-service payments can now be taken through an interactive voice response system, fully integrated into most CRM platforms.

With Vonage Agent Connect, organizations can now route calls from Vonage Contact Center to Microsoft Teams and combine existing Microsoft 365 Single-Sign-On (SSO) capability.

To provide additional support to customers that need live agents, voice capacity can be set for live interactions, so that email and chat interactions can automatically route to available agents when needed.

Following the widespread move to remote contact centers, and particularly work-from-home agents, a dashboard owner can now make dashboards public, to be shared with employees who have read-only/view-only access.

Additional updates include enhancements to the interaction content API and call recording advancements. And, Vonage Contact Center has been integrated with Vonage's AI Virtual Assistant.