Vonage Contact Center Winter 2021 Release Brings Seasonal Cheer

As we start thinking about what sort of seasonal celebrations might or might not be possible this year, customers can be confident that their Vonage Contact Center will continue to deliver exceptional customer and agent experiences, plus several new features and improvements. Let’s raise a glass to making customer and agent experiences even more productive, efficient, and effective.

Vonage Contact Center Winter 2021 Release

Cadence

Vonage Cadence is a business-process automation tool for configuring an outbound calling pattern, or cadence, to increase successful connections with prospects or customers. Contacts matching desired criteria are automatically retrieved from the CRM and pushed to representatives. Call outcomes are dynamically presented and then saved to the CRM for each individual step within the cadence. The outcomes are conditionally evaluated at each step to direct the contact through the cadence—either prompting another call/action at preconfigured intervals or logging the negative/positive outcome.

Interaction Plan Management

As customers put ever-increasing demands on the contact center, the complexity and number of interaction plans has also increased. New admin tools will help in adapting quickly and safely to changing demands.

Omnichannel

New useful omnichannel features are added, including Multiple Route Support for External Routing, Messaging Support, and Case Support.

Customer Engagement Global survey
Introducing the 2020 Global Customer Engagement Report
We asked 5,000 consumers in 14 countries how they like to interact with businesses like yours—and how they don’t. Find out what they told us in our global study.

Routing

Multilingual Place in Queue has the ability to customize the audio files used when playing an announcement back to callers. Also, the UI within the Call Connect Router applet has been enhanced, making it easier to use integration information to route calls off the platform.

Agent UX

We’ve enabled synchronization of Vonage Business Communications (Unified Communications) user availability to the Vonage Contact Center unified contact directory.

Conversation Analyzer

Conversation Analyzer Category Editor provides a user-friendly business tool that replaces the current JSON file upload. It’s possible to specify whether a customer or an agent spoke a predetermined phrase, rather than treating them as one party.

Administration

Administrators can configure their own data retention policy for Interaction Content (call recordings and transcripts) from within the Vonage Contact Center Portal.

Several other additional features and enhancements are included.

The Vonage Contact Center Winter 2021 Release rolls out during the week of November 16, 2020. 

To learn more about how Vonage Contact Center can help your organization, please visit vonage.com/contact-centers.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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