Vonage Contact Center for Salesforce Service Cloud Voice enables automation and intelligent call routing capabilities for personalised customer experience.
Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson, has announced that Endress+Hauser, a Swiss-based globally operating process and laboratory instrumentation and automation supplier, has chosen Vonage Contact Center for Service Cloud Voice to deliver consistent and personalised customer experience across all channels.
With a global workforce of almost 17,000, the family-owned company sought to fundamentally develop how they interacted with their customers. Vonage Contact Center for Service Cloud Voice couples their existing Salesforce CRM with Vonage Contact Center, bringing more automation, intelligence and engagement capabilities to the organisation on a global scale.
“Endress+Hauser was founded more than 70 years ago. While we are proud of our history, we want to ensure we are ready for the future,” said Rob MacKenzie, Corporate Director of Sales Excellence at Endress+Hauser. “We have staff working across different communication channels. In all channels, our people maintain and access customer data that helps us to improve the customer experience. Vonage Contact Center for Service Cloud Voice enables us to integrate our communications channels, reducing internal complexities while capturing vital insights, ensuring no gaps in the customer journey, enhancing both our employees’ and the customers’ experience.”
Vonage is a leading contact centre partner for Salesforce, providing a platform to deploy valuable services for businesses looking to manage, deploy and consolidate multiple communication solutions in order to drive overall efficiency. Vonage’s AI capabilities, like real-time transcription, highly available global voice and telephony network, enterprise-grade Interactive Voice Response and omnichannel routing solutions, integrate directly with Salesforce Service Cloud Voice and Einstein Intelligence. This allows businesses to create richer connections with their customers and improve agent experiences with a more informed and efficient view of the customer.
Thomas Plack, SVP and Head of Industry at Salesforce Germany, said, “Service Cloud Voice provides agents with an integrated tool to answer, make calls and resolve customer issues. With this seamless agent experience, Endress+Hauser is delivering a proactive, personalised approach to their customers.”
Savinay Berry, Executive Vice President, Product and Engineering, Vonage said, “Vonage solutions are designed to work with organisations like Endress+Hauser, who want to more deeply engage with customers to create memorable customer experiences while increasing agent satisfaction and the overall employee experience. With Vonage Contact Center for Service Cloud Voice, we fully integrate with Salesforce to optimise efficiency and leverage AI-based capabilities to provide a consistent, personalised customer experience.”
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