Vonage Contact Center (VCC) Updated Features

Vonage Premier for Service Cloud Voice: 

 • Progressive Dialer (Connect) for Service Cloud Voice 

 • Send real-time conversation events 

 • Vonage Enhanced Noise Cancellation for WebRTC 

 • Virtual Desktop Infrastructure support for WebRTC 

 • Agent warning when local issues may affect WebRTC 

 • Headset controls for WebRTC 

 

Salesforce Open CTI 

 • Support Enhanced Omni-Channel with external routing 

 • Support external routing for the newer Messaging In-app/Web channel 

 

Conversation Analyzer 

 • Invite mechanism now supports email 

 

ContactPad 

 • Add notes during an interaction 

 

Administration 

 • Enhanced license management 

 

Insights 

 • Team Monitoring: Optional phone number column 

 • Real-time Analytics: Control access to Agent state summary 

 • Real-time Analytics: UX improvements 

 • Real-time Analytics: Virtual Assistant reporting 

 • Historical Analytics: Mark as favorite 

 • Historical Analytics: Agent summary dataset — now generally available 

 

Interaction Architect 

 • Selectable data types in Data Router applet 

APIs 

 • Interaction Plan Management API 

 • Media Channels API 

 • Webhook subscriptions 

 

Beta/Early Access Program 

 • Intelligent Workspace (NAM) 

 • Bring Your Own Channel for CCaaS (NAM) 

 

Feature retirement 

 • Dialed Number Router applet (deprecated) 

 • Retirement of VCC Native Webchat (retired) 

 • Unite case routing (retired) 

 • Salesforce managed packages 

#VonageVCC #ContactCenterAI #CXInnovation

 

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