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How Vonage Premier for
Service Cloud Voice Delivers
an Omnichannel Experience

vonage.com - 2
Omnichannel: Your CX,
Bottom-Line, Efficiency Boost
Customers like to contact businesses on their
preferred channel and schedule. They also expect to
be known and supported, without having to repeat
themselves.* And businesses want their customers to
be loyal and spend more. Is this trilogy possible?
Yes. It starts by removing barriers to communication
and friction when customers want to contact you. Calls
have long queue times and digital channels, like email
and web chat, can take a number of responses to get
the correct answer. You need to handle these changes
at capacity so that customers get their answers
quickly.
Vonage Premier for Service
Cloud Voice
Service Cloud Voice seamlessly combines digital
channels, such as webchat or WhatsApp, with the
traditional voice channel. Add the functionality and
reliability of Vonage Contact Center (VCC), and you
can now deliver an omnichannel experience. That’s
because Vonage Premier for Service Cloud Voice helps
complement digital channels with a powerful and
dedicated voice channel solution, rather than simply
integrating voice into Salesforce.
*Source: Vonage Global Customer Engagement Report 2022
“It is not surprising that Vonage is one of
the first to deliver a generally-available
Partner Telephony solution for Service
Cloud Voice. Vonage has a long history
of success in the market and has worked
closely with Salesforce to bring innovation
to their current and future customers.”
Sheila McGee-Smith | President & Principal Analyst
McGee-Smith Analytics
Customer Spotlight:
CFA InstituteCFA Institute
After implementing Service
Cloud Voice, CFA Institute chose
Vonage to provide partner
telephony. By deploying one
of the most intelligent and
globally available contact
center solutions in the market,
the institute is driving more
intelligence, insights, and
automation to its customer
service and agent experience.
The combined efficiencies
have helped increase agent
productivity and customer
resolution.
“Comparing the four
months prior to the four
months post Service Cloud
Voice deployment, our time
to close for phone cases
has improved by 30%.
We will also save over 350
hours in administration
overheads annually with
the ease of access to
information for forecasting
and user management.”
Kristina Dillon
Manager, Service Cloud
Administration | CFA Institute
vonage.com - 2






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Three No-No’s That Make for a Bad Customer Experience
The business implications of a bad CX are huge. But you can do better. Learn to
identify and avoid the three things that frustrate customers the most.
LinkedIn LinkTwitter LinkFacebook LinkEmail Link
Contact Us



webpage:The Omnichannel Contact Center: What You Need to Know

pdf:Deliver an Omnichannel Experience with Service Cloud Voice

webpage:Three No-No’s That Make for a Bad Customer Experience

webpage:Virtual Assistants and Their Impact on Customer Service

pdf:Stress-Free PCI Compliance For Contact Centers

pdf:The Power of Microsoft Teams Integrated with Vonage

webpage:About Vonage Contact Center



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