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WHITE PAPER: Video in the contact center – How to future-proof your CX

960 640 Guest Post

By Vonage

Putting your customers first by serving them on their channel of choice can be challenging and complex for both your business and agents. Adding video to the mix can take that to the next level.

Adrian Swinscoe, best-selling author and Forbes contributor, outlines these challenges and provides industry-specific use cases in his new whitepaper: Video in the Contact Center – How to Future-Proof Your CX.

Download to read how video can take your CX into the future.

Vonage expands Contact Centre solution with ServiceNow integration

960 640 Stuart O'Brien

Vonage has announced the expansion of its Vonage Contact Center capabilities to include seamless integration with ServiceNow, the leading digital workflow company. Vonage Contact Center for ServiceNow enables businesses with contact centres that rely on customised agent, employee, and customer workflows to deliver great customer experiences and enhanced productivity.

Now more than ever, organisations are digitally transforming and more reliant on mission-critical customer service and productivity tools to keep their employees and customers connected and working efficiently. Vonage Contact Center integrates with ServiceNow’s enterprise-level Customer Service Management solution to deliver a powerful all-in-one unified platform.

Vonage Contact Center for ServiceNow provides agents with contextual and relevant data and workflows, allowing agents to better collaborate across their organisations and deliver an unparalleled customer experience, without needing to toggle to a separate application.

Prakash Shah, Senior Digital Operations Product Manager at Vodafone Business commented, “We wanted to improve customer visibility and the support experience delivered to our large corporate customers across Vodafone Business, and Vonage Contact Center for ServiceNow helps us to achieve this. The deep integration with ServiceNow enables our global service desk team to operate within the platform and respond to calls equipped with all the right information about the customer and call history. Additionally, all the interaction data is automatically captured within ServiceNow, providing enhanced customer visibility. Vonage Contact Center helps us to deliver a great experience for our customers and service desk teams.”

For more information about Vonage Contact Center for ServiceNow, click here.