ERIC's Vonage Partners With CRM to Boost Customer Service: Stock to Gain?
In This Article:
Vonage, a wholly owned subsidiary of Ericsson ERIC, recently joined Salesforce Inc’s CRM Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program.
The BYOC for CCaaS program will enable users of Vonage Premier for Salesforce Service Cloud Voice to incorporate Vonage’s omnichannel and AI-powered features into their existing contact center solutions while also utilizing Salesforce’s Live Agent Assist and Analytics.
This integration is expected to facilitate communication across various channels, including voice, chat and social messaging platforms like WhatsApp. Also, this integration is likely to improve resolution times and create a more personalized customer experience that drives engagement and agent efficiency.
Vonage can also integrate its own Vonage Communications APIs to power pre-built programmable capabilities across the channels directly within the contact center, consolidating functionalities on one platform. The combined Salesforce and Vonage interface is expected to improve efficiency by reducing the need for agents and supervisors to switch between applications and screens.
Additionally, Vonage’s integration with Workforce Engagement Management solutions from industry leaders will likely ensure that planning, scheduling and management of the contact center workforce are optimized.
Will ERIC Stock Benefit From This Collaboration?
Vonage provides a wide range of speech and verification-capable communications APIs in addition to a low-code, programmable component portfolio with AI capabilities that streamline and leverage application development. In 2023, Ericsson witnessed solid revenue growth in its Enterprise segment, driven by the acquired Vonage businesses that underscore the company’s strategy to expand its presence in the wireless equipment market.
As businesses face rising demand for enhanced customer experiences, the collaboration between Vonage and Salesforce aims to harness the full potential of AI and advanced communication technologies for seamless interactions across multiple communication channels. This integrated platform aims to provide agents with a comprehensive view of customer information and knowledge bases within a single user interface, thereby shaping the future of contact centers.
Furthermore, the initiative positions Vonage as one of the first contact center providers to join the Salesforce pilot program for its Service Cloud Voice offering with an omnichannel solution. These advancements will likely generate incremental demands for Vonage leading to higher revenues for Ericsson. Improving financial performance is likely to propel Ericsson’s stock upward.
