News
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Vonage Announces New Integration with Google Cloud Contact Center AI
27 Jul, 2018

Programmable customer experience capabilities powered by Nexmo, the Vonage API Platform, drive more meaningful customer interactions and better business outcomes for contact center customers
HOLMDEL, N.J., July 24, 2018 --
Vonage (NYSE: VG), a business cloud communications leader, has launched an integration with Google Cloud's new Contact Center AI, a solution that combines multiple AI products to improve the customer experience and the productivity of contact centers. The new integration is being made available as part of Vonage's new CX Enablement Suite, which encompasses several new Nexmo powered contact center capabilities including
programmable building blocks, chatbots and open source
skills-based communications router and real-time sentiment analysis. With the Google Cloud partnership, Vonage expands its programmable contact center capabilities by integrating Google Cloud Contact Center AI with the Company's programmable voice and skills-based router to drive more meaningful customer interactions. Google Contact Center AI is a simple, secure and flexible solution that allows businesses with limited machine learning expertise to deploy AI in their contact centers. The solution integrates with partners like Vonage, who customers already work with, for easy integration into their systems. Google Cloud's solution is currently in beta through Q3 2018, and is expected to be generally available in Q4 2018. Key features of Vonage's integration with Contact Center AI include:
- The ability to connect customers with an intelligent virtual agent by integrating Nexmo's Voice API (VAPI) and skills-based communications routing technology with CRM, Google Cloud Contact Center AI, and Dialogflow, giving the Virtual Agent the real-time data needed to provide contextually relevant answers
- Contextual information provided to live agents via routing through a connection between Nexmo's skills-based communications router and Dialogflow, which routes to the best available agent when the human touch is needed
- An Agent Assist interface that provides continuous, real-time transcription of the call and dynamically updates suggested responses based on the ongoing conversation
- Process data collected from customer conversations and match customers to a live agent who can best serve their needs;
- Simultaneously collect data from the same conversation to provide real-time transcription and suggested responses for the live agent's reference;
- Improve speed-to-resolution and the overall customer experience.