New features also include AI-powered virtual assistant, enhanced omnichannel capabilities and deep analytics to improve customer engagement.

Vonage has released new Visual Engagement, AI and omnichannel features for its Vonage Contact Centre (VCC) solution, the cloud communications company announced on 14 April.

The new features include embedded video chat and screen sharing, virtual assistant, Webchat, real-time analytics and screen recording. According to the vendor, these enhancements help elevate agent and customer interactions for Vonage customers, enabling them to communicate visually, efficiently and effectively, delivering a better experience for all.

Citing a report, Vonage said that from January to August of 2020, globally, there was a 140% growth in the number of people who prefer to connect with businesses via video.  

“Video chat has become a mainstream addition to people’s everyday lives and shows no sign of slowing down,” said Savinay Berry, EVP of Product and Engineering for Vonage. “By embedding video into both the contact center and CRM – the most integrated offering available on the market today – we are providing yet another way for businesses to enable agents to connect with customers on the channel of their choice, providing the personalized experience today’s customer expects.”