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One of the first contact center providers to offer full integration with AI-powered Einstein Conversation Insights to drive customer engagement
HOLMDEL, N.J., May 14, 2024 /PRNewswire/ -- Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ:ERIC), has expanded its Vonage Premier for Service Cloud Voice solution to include integration with Salesforce Einstein Conversation Insights. These AI-powered insights and analytics will empower brands to enhance the agent and customer experience with intelligent, global calling capabilities - all within Salesforce Service Cloud Voice.
"As one of the first Contact Center providers to offer this integration, we are meeting a real and growing demand."
With Einstein Conversation Insights, Vonage Premier for Service Cloud Voice sales and service customers have the ability to see conversational data, such as voice transcripts and caller sentiment, surfaced in real time. Calls are then recorded and analyzed 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.
