The Aragon Research GlobeTM for Conversational AI in the Intelligent Contact Center, 2023 has named Vonage, a global pioneer in cloud communications that aids organizations in accelerating their digital transformation, as a Leader.
Modern customers want a high-quality, smooth, intelligent experience while also having their problems answered swiftly and effectively. An increasing number of intelligent contact center (ICC) providers are incorporating conversational AI technology into their product offerings to meet these rising expectations. These providers range from intelligent virtual agents (IVA) to omnichannel connections to low-code/no code natural language solutions. The Aragon report focuses on the group of companies that are either major established players in this space and/or are exhibiting innovation in the market. It covers 14 providers that are integrating conversational AI technology into their intelligent contact centre offerings or providing solutions that are exclusively focused on the ICC.
“The era of low expectations for contact center engagements is coming to an end as users are demanding enhanced, flexible and intelligent engagement with brands across all industries”, “If artificial intelligence (AI) is the fuel that’s driving the modernization of the ICC, then conversational AI is the vehicle making the UX much more enjoyable. And with a full, integrated portfolio and an increasing focus on intelligence and AI, Vonage is uniquely positioned to meet the growing demand for intelligence in the contact center through the power of the Vonage Communications Platform.”
Jim Lundy, Founder & CEO of Aragon Research
Vonage Business Communications (VBC), Vonage Contact Center (VCC), and composable Communications APIs are all components of the Vonage Communications Platform (VCP), which is the foundation upon which Vonage Contact Center is built. These components can all be integrated and layered with capabilities for conversational intelligence and artificial intelligence. According to the paper, Vonage offers a range of conversational AI alternatives, including a collection of conversation templates that are ready for use in production to let you quickly create virtual agents for customer service, appointment scheduling, delivery updates, and post-call surveys.
“We are excited to be named a Leader in Conversational AI in the Intelligent Contact Center by Aragon, driven by the power of our comprehensive, integrated Vonage Communications Platform and the intelligent engagement capabilities that we offer customers around the world”, “Inclusion in this Aragon Research report highlights the value of our ongoing product innovation and continued focus on helping businesses enhance the way they communicate, connect, and engage with intelligent, composable solutions. We expect to see continued growth in this space and are excited about the possibilities ahead.”
Noam Fine, Head of AI for Vonage
Other noteworthy qualities mentioned in the report include:
Vonage AI Studio, a recently unveiled low-code/no-code tool with a visual interface for designing, building, and deploying customer engagement solutions that use artificial intelligence to communicate in natural language across channels like voice, SMS, and messaging applications like WhatsApp;
a cutting-edge feature that combines video into the contact center and allows agents to escalate any call into a video session on the fly; Vonage AI Virtual Assistant, an omnichannel offering that handles both inbound and outbound calls, can act as an AI-powered receptionist for inbound calls to triage requests and either solve requests independently or route calls to a live agent for more complex requests;
Vonage Conversation Analyzer, which records, transcripts, and analyses each call, and offers a summary dashboard to segment and break down the call for compliance, quality management, and agent performance;
There are 150+ add-ons, integrations, and services available on the Vonage Marketplace.
The Aragon Research GlobeTM for the Intelligent Contact Center, 2022 and the Aragon Research GlobeTM for Unified Communications and Collaboration, 2022 both recently recognized Vonage as a Leader. The value of Vonage’s integrated strategy and years-long work on the convergence of APIs, UC, and CC – which together make up the single, integrated VCP – is acknowledged in all three of these papers. Businesses can create superior employee and customer encounters that will surprise and excite people thanks to this composable architecture, which is layered with AI capabilities.
Aragon Research does not recommend customers choose the highest ranked vendors, nor does it advocate the vendors, their goods, or services that are mentioned in its research papers. The opinions expressed in Aragon Research publications are those of the Aragon Research and Advisory Services organization and should not be taken as factual assertions. Without any kind of assurance, Aragon Research offers its research publications and the data they include “AS IS.”