Vonage Launches Intelligent Workspace to Deliver a Next-Gen Contact Center Experience

Rhea-AI Summary

Vonage, part of Ericsson (NASDAQ: ERIC), has launched Vonage Contact Center (VCC) Intelligent Workspace, an AI-powered agent experience integrated into its contact center solution. This new offering enables seamless customer communication across multiple channels through an intuitive AI-powered interface.

Key features include:

• Enhanced interactions across voice, video, chat, and messaging
• Intelligent virtual agents
• Real-time transcription and summarization
• Enhanced Noise Cancellation

VCC Intelligent Workspace leverages Vonage Communications APIs and AI capabilities to empower agents with automation, intelligent insights, and global calling capabilities. The platform offers a multi-mode agent model and integrates with leading CRMs and business productivity tools. It can also be seamlessly integrated with Vonage Business Communications for a unified solution.

Positive

• Launch of AI-powered VCC Intelligent Workspace to enhance customer interactions
• Integration with leading CRMs and business productivity tools
• Multi-mode agent model allowing mixing of different agent experiences
• Seamless integration with Vonage Business Communications for a unified solution
• Ability to incorporate back office employees into customer experience

Negative

• None.

Insights

Tech Expert

Vonage's launch of VCC Intelligent Workspace represents a significant advancement in contact center technology. The AI-powered solution addresses key pain points in customer service by integrating multiple communication channels and providing agents with contextual information throughout customer interactions. This could lead to improved efficiency and customer satisfaction.

Key features like real-time transcription, summarization and Enhanced Noise Cancellation leverage cutting-edge AI capabilities. The multi-mode agent model and integration with CRMs and business tools demonstrate flexibility and adaptability to various business needs. The seamless integration with Vonage Business Communications for unified communications further enhances its value proposition.

While this launch is promising, its impact on Ericsson's stock may be in the short term. The contact center market is highly competitive and the success of this product will depend on adoption rates and customer feedback. Long-term potential exists if Vonage can capture significant market share and drive revenue growth for Ericsson's enterprise segment.

Market Research Analyst

The launch of VCC Intelligent Workspace aligns with current market trends in customer experience (CX) transformation. With 70% of companies engaged in CX projects and a focus on AI integration, Vonage is positioning itself well in a growing market. The potential for 22% more revenue and 30% customer satisfaction improvement, as cited by Metrigy's CEO, is significant.

However, investors should note that Vonage is just one part of Ericsson's broader portfolio. While this product launch is positive, its impact on Ericsson's overall financial performance may be in the near term. The success of VCC Intelligent Workspace will need to be monitored over time to assess its contribution to Ericsson's enterprise segment growth and market position in cloud communications.

For Ericsson investors, this development represents a step towards diversifying revenue streams beyond traditional telecom equipment, which could be valuable as the company navigates challenges in its core business. The long-term potential of this product line will depend on Vonage's ability to execute and gain market share in the competitive contact center solutions space.

HOLMDEL, N.J., Oct. 17, 2024 /PRNewswire/ -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), has launched Vonage Contact Center (VCC) Intelligent Workspace, an AI-powered new agent experience built directly into its award-winning contact center solution.

VCC Intelligent Workspace offers an integrated solution that is fully extensible for businesses of all sizes.

VCC Intelligent Workspace is designed to enable seamless communication with customers over their channels of choice, without leaving the agent feeling overwhelmed by multiple disconnected systems or the need to toggle between screens. The offering guides the agent through every customer interaction through a simple and intuitive AI-powered user interface, with the information they need at each step of the customer's journey. By infusing AI capabilities directly into the agent experience, VCC Intelligent Workspace enables enhanced interactions with customers across any channel (voice, video, chat, messaging and more), intelligent virtual agents, real-time transcription and summarization, and Enhanced Noise Cancellation.

By leveraging Vonage Communications APIs and AI capabilities, VCC Intelligent Workspace puts automation, intelligent insights, deeper engagement, next generation network APIs, and global calling capability into the agent's hands. This empowers agents to focus on providing frictionless customer experiences that deliver better business outcomes and long lasting customer loyalty - all running on top of Vonage's award-winning, global contact center platform.

"Now more than ever, the contact center is a vital link between customers and brands, and its ability to drive customer engagement, satisfaction and loyalty is critical to creating the kind of customer experiences that drive repeat business and customer loyalty," said Reggie Scales, Head of Applications for Vonage. "In an increasingly digital world, AI is crucial to delivering these kinds of enhanced experiences - across all modes of communication. By providing our customers with a fully integrated contact center platform, as well as the APIs to layer AI-infused capabilities across every customer touchpoint, VCC Intelligent Workspace offers the simplicity of a single-vendor, integrated solution, that is fully extensible and easy to implement for businesses of all sizes."

A key differentiator for VCC is its multi-mode agent model, that allows mixing different agent experiences in the same VCC back-end, to keep all the interactions in the same analytics and insights platform. This is powered by out-of-the-box integrations with leading CRMs and business productivity tools, allowing some agents to be in a leading CRM agent experience (such as Salesforce Service Cloud Voice), and others on the standalone Intelligent Workspace.

Another key VCC differentiator is its ability to integrate easily with Vonage Business Communications (VBC) unified communications solution. This unified offering - Vonage Fusion - provides a singular solution with VCC and VBC seamlessly integrated to deliver a unified user experience, enabling organizations to incorporate back office employees into the customer experience, or quickly organize "swarms" with subject matter experts to assist in resolving an issue or finalizing a sale with high profile customers. In addition, for organizations relying on Microsoft Teams for their unified communication needs, VCC Intelligent Workspace also provides contact and presence synchronization to allow contact center agents to find the best available subject matter expert to assist their customer in real time.

With Vonage Communications APIs, layering programmable capabilities over these solutions across the Intelligent Workspace platform also makes personalized, intuitive, real-time connections accessible to agents to deliver actionable insights and analytics, and great customer experiences.

"Nearly 70% of companies are engaged in CX transformation projects, most of which include adding and expanding AI in their contact centers," said Robin Gareiss, Metrigy's CEO. "AI serves many roles: automating and assisting with customer interactions, delivering crucial analytics to improve CX, training to bolster agent success, and more—resulting in 22% more revenue and 30% customer satisfaction improvement. VCC Intelligent Workspace incorporates all of the key agent requirements for AI assistance and insights, and then integrates them into key CRM and business apps, across any interaction channel or platform. CX leaders can use VCC to improve both proactive and inbound interactions with AI infused throughout."

About Vonage

Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.

Vonage is headquartered in New Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC), and a business area within the Ericsson Group called Business Area Global Communications Platform. To follow Vonage on X (formerly known as Twitter), please visit twitter.com/vonage. To follow on LinkedIn, visit linkedin.com/company/Vonage/. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.

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SOURCE Vonage

FAQ

What is Vonage Contact Center (VCC) Intelligent Workspace?

VCC Intelligent Workspace is an AI-powered agent experience integrated into Vonage's contact center solution. It enables seamless customer communication across multiple channels through an intuitive AI-powered interface.

How does VCC Intelligent Workspace benefit contact center agents?

It empowers agents with automation, intelligent insights, and global calling capabilities, allowing them to focus on providing frictionless customer experiences that deliver better business outcomes and long-lasting customer loyalty.

Can VCC Intelligent Workspace integrate with other business tools?

Yes, VCC Intelligent Workspace offers out-of-the-box integrations with leading CRMs and business productivity tools, allowing for a flexible and extensible solution.

How does VCC Intelligent Workspace relate to Ericsson (NASDAQ: ERIC)?

Vonage, which launched VCC Intelligent Workspace, is part of Ericsson (NASDAQ: ERIC), a global leader in cloud communications helping businesses accelerate their digital transformation.