Earlier Reported, Ericsson's Vonage Expands Salesforce Service Cloud Voice Offering With Einstein Integration
Earlier Reported, Ericsson's Vonage Expands Salesforce Service Cloud Voice Offering With Einstein Integration
One of the first contact center providers to offer full integration with AI-powered Einstein Conversation Insights to drive customer engagement
首批完全整合人工智能驱动的 Einstein Conversation Insights 以提高客户参与度的联络中心提供商之一
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.
新泽西州霍尔姆德尔，2024年5月14日 /PRNewswire/ — Vonage是帮助企业加速数字化转型的云通信领域的全球领导者，也是爱立信（纳斯达克股票代码：ERIC）旗下的Vonage已扩展其Vonage高级服务云语音解决方案，将与Salesforce Einstein Conversation Insights的集成包括在内。这些基于人工智能的见解和分析将使品牌能够通过智能的全球通话功能增强代理和客户体验——所有这些功能都在Salesforce Service Cloud Voice中实现。
"As one of the first Contact Center providers to offer this integration, we are meeting a real and growing demand."
“作为最早提供这种集成的联络中心提供商之一，我们正在满足不断增长的真实需求。”
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.
借助 Einstein Conversation Insights，Vonage Premier for Service Cloud 语音销售和服务客户能够实时查看浮出水面的对话数据，例如语音记录和来电情绪。然后，对通话进行记录和分析，以确定是否提及特定的关键字、短语和兴趣点，使代理和主管能够查看通话记录，或发现需要注意或跟进的可指导领域。