Overview:

Vonage Fusion combines unified communications (UCaaS) and contact center services (CCaaS) into a single solution, simplifying the management of customer interactions. This integrated platform is designed for businesses seeking to streamline their communication systems while enhancing flexibility and scalability. By offering both VoIP services and contact center features, Vonage Fusion enables companies to improve customer service and operational efficiency with a unified approach.

Features and Capabilities:

• Combines unified communications and contact center solutions in one platform.
• Supports VoIP and AI-driven customer interaction management.
• Seamless integration with Salesforce Service Cloud for enhanced service.
• Facilitates self-service options via automated FAQs across multiple channels.
• AI-powered virtual agents escalate complex issues to live agents.
• Includes transcription, sentiment analysis, and other tools for better agent support.
• Simplifies multi-channel customer service by centralizing interactions.
• Improves agent productivity with an intelligent workspace interface.
• Offers real-time data insights for continuous improvement in service delivery.