Boosts agent productivity and elevates customer
experience with embedded AI for Vonage Contact Center
Vonage, a global leader in cloud communications helping
businesses accelerate their digital transformation and a part of
Ericsson (NASDAQ: ERIC), has announced the addition of Vonage
Enhanced Noise Cancellation to Vonage Contact Center (VCC). This
noise and echo cancellation feature uses machine learning to
eliminate disruptive background noises and voices, boosting agent
productivity, reducing average handle time, and improving the
overall customer experience.
Through Krisp’s proprietary Voice AI technology, Vonage Enhanced
Noise Cancellation is one of the only offerings on the market with
noise cancellation fully embedded and available out of the box,
eliminating the need for onsite developers or IT departments to
manually integrate the technology. Users simply click to add the
noise cancelling feature in the VCC dashboard. Unique to this
feature is its ability to cancel noise and voices around agents and
any inbound noise behind the caller, providing an exceptionally
clear connection, and a better experience for all.
In addition to eliminating local and remote audio quality issues
– including removal of background voices, fan sounds, pet sounds,
acoustic echo, and more – Vonage Enhanced Noise Cancellation
enables better recordings, and more accurately captures call data
to deliver superior analytics by extracting more meaningful
insights, such as customer behaviour and agent performance. This
drives improved efficiency and customer support and overall better
communication on the leading method of connecting agents and
customers.
"The ongoing prevalence of voice in a world where consumers are
connecting with businesses and their favourite brands from
literally anywhere has driven a considerable demand for clear,
concise and noise-free, two-way connections," said Mary Wardley,
VP, Customer Service and Contact Center for IDC. "Vonage's
introduction of Enhanced Noise Cancellation provides an immediate
and effective way to improve customer experiences that drive
engagement while also providing better recordings and analytics to
help businesses resolve issues faster and gain better insights that
drive data-driven decisions."
“Audio quality is often a concern when it comes to a busy
contact centre environment, and the addition of inbound noise from
a caller can make the experience a challenging one,” said Savinay
Berry, EVP Product and Engineering for Vonage. “By embedding the
technology to ensure optimal audio quality from within the Vonage
Contact Center, agents are more productive and more efficient while
providing a better experience for customers. This seamless
experience helps drive the kind of personal and meaningful
engagement that leads to long-lasting customer relationships.”
“Customer communications with contact centres should only be
focused on solving issues and extending services, and agents should
not have concern or angst about the noises and other voices around
them,” said Robert Schoenfield, EVP of Licensing and Partnerships
at Krisp. “Krisp’s Voice AI technology, integrated seamlessly
within Vonage Contact Center, delivers on the promise of clear
communications for agents and customers on every call, no matter
the environment on either side of the call.”
Vonage customer Champion Power Equipment, a global market leader
in power generation equipment, relies on Vonage Enhanced Noise
Cancellation to help its agents diagnose and triage inbound callers
seeking service on equipment.
"At Champion Power Equipment, the Vonage Contact Center has been
a game-changer in our customer support journey. The Enhanced Noise
Cancellation feature’s remarkable effectiveness in minimising
background noise has transformed the way our agents handle inbound
calls, leading to quicker resolution and heightened customer
satisfaction,” said Pedram Koukia, Customer Service Supervisor for
Champion Power Equipment, Inc.
Koukia continued, “With a notable 20 percent decrease in call
abandonment rates and a remarkable 25 percent increase in
first-call issue resolution, Vonage has become an indispensable
asset in our commitment to delivering seamless service and
maintaining our reputation as a global leader in power generation
equipment."
Lowell Five Savings Bank, a Boston area savings and financial
institution for more than 165 years, has employed Enhanced Noise
Cancellation to its Vonage Contact Center solution, which serves
its in-office agents: “Most of our agents are in-house and noise is
a frequent challenge, not only for the productivity of our agents
but in enabling them to deliver a personal and private experience
for our clients. With Vonage Enhanced Noise Cancellation, that is
no longer an issue," said the Contact Center Manager for Lowell
Five Savings Bank. "Our agents are empowered with the tools they
need to provide every client with the kind of one-on-one engagement
that makes them feel comfortable and heard and that ultimately
drives loyalty and repeat business.”
Vonage Enhanced Noise Cancellation is currently in beta and will
be Generally Available in April 2024. To date, more than 100,000
calls into VCC and a total of 350,000 minutes have been completed
by Vonage customers using Vonage Enhanced Noise Cancellation. A
demo of this new feature will be available in the Vonage Booth #818
at Enterprise Connect March 25 - 28, 2023, at the Gaylord Palms
Convention Center in Orlando, Florida.
About Vonage
Vonage, a global cloud communications leader, helps businesses
accelerate their digital transformation. Vonage's Communications
Platform is fully programmable and allows for the integration of
Video, Voice, Chat, Messaging, AI and Verification into existing
products, workflows and systems. The Vonage conversational commerce
application enables businesses to create AI-powered omnichannel
experiences that boost sales and increase customer satisfaction.
Vonage's fully programmable unified communications, contact center
and conversational commerce applications are built from the Vonage
platform and enable companies to transform how they communicate and
operate from the office or remotely - providing the flexibility
required to create meaningful engagements.
Vonage is headquartered in New Jersey, with offices throughout
the United States, Europe, Israel and Asia and is a wholly-owned
subsidiary of Ericsson (NASDAQ: ERIC), and a business area within
the Ericsson Group called Business Area Global Communications
Platform. To follow Vonage on X (formerly known as Twitter), please
visit twitter.com/vonage. To follow on LinkedIn, visit
linkedin.com/company/Vonage/. To become a fan on Facebook, go to
facebook.com/vonage. To subscribe on YouTube, visit
youtube.com/vonage.
About Krisp
Founded in 2017, Krisp pioneered the world’s first AI-powered
Voice Productivity software. Krisp’s Voice AI technology enhances
digital voice communication through audio cleansing, noise
cancellation, accent localization, and call transcription and
summarization. Offering full privacy, Krisp works on-device, across
all audio hardware configurations and applications that support
digital voice communication. Today, Krisp has transcribed over 10
million calls and processes over 75 billion minutes of voice
conversations every month, helping businesses harness the power of
voice to unlock higher productivity and deliver better business
outcomes.
Learn more at www.krisp.ai
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version on businesswire.com: https://www.businesswire.com/news/home/20240326226441/en/
Vonage Media Contact: Santina Stankevich, 201-407-8474,
santina.stankevich@vonage.com
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