In quick succession, partnerships with SAP and Salesforce showcase that Vonage’s arsenal of features and functions have impact up-and-down today’s technology solution stack. Its robust set of network APIs deliver new capabilities to SAP’s enterprise customers. At the same time, enhancements to the cloud-based contact center offering enable enterprise customers of Salesforce’s Service Cloud Voice to take advantage of Generative AI (GenAI), enabling contact center agents to converse with customers via SMS-text and messaging platforms.

Both partnerships evidence the growing trend to combine artificial intelligence that can create new content (GenAI)) with advanced network capabilities, spanning fast and reliable internet connections, wireless networks and messaging platforms. In the case of SAP, the trend enables companies to access information about a user’s device location and verify their phone number, allowing for new services and applications that are tailored to individual users’ needs and locations. This enables developers to build innovative, secure, personalized services that are always available.

At the heart of this partnership is the integration of Vonage’s Communications Platform as a Service (CPaaS) with SAP Business AI. This combination enables developers to tap into the potential of GenAI, creating applications that can generate human-like text, images, and videos. The collaboration also incorporates advanced network services, including Quality on Demand (QoD), Device Location, and Number Verification.

Unlocking New Use Cases

The intersection of GenAI and advanced network services opens a wide range of new use cases for businesses. For instance, QoD enables developers to request specific network quality parameters, such as high-bandwidth or low-latency, to support real-time applications like video streaming or online gaming. When combined with GenAI, QoD can facilitate the creation of immersive and interactive experiences that were previously impossible.

Device Location is another key aspect of this partnership, enabling developers to create location-based applications that can provide personalized services and recommendations. When paired with GenAI, Device Location can facilitate the creation of context-aware applications that can adapt to a user’s surroundings and preferences.

GDPR Considerations

As with any technology that involves the collection and processing of personal data, GDPR considerations are paramount. The use of Device Location and Number Verification raises important questions about data protection and user consent. Developers must ensure that they obtain explicit consent from users before collecting and processing their location data or verifying their phone numbers.

Moreover, developers must provide users with clear and transparent information about the processing of their data, including the purposes of the processing, the types of data being collected, and the rights of the user. By prioritizing GDPR compliance, developers can build trust with their users and avoid the reputational damage and financial penalties associated with non-compliance.

Bringing Multiple Channels to Salesforce’s Service Cloud Voice

Vonage has long been a leading CCaaS provider for Salesforce customers. During its tenure, Service Cloud Voice has evolved into the go-to resource for configuring contact centers with a large number of voice agents. Vonage Premier for Salesforce Service Cloud Voice enables Salesforce customers to extend service to their customers over their choice of channel.

As a pilot partner in Salesforce’s Bring Your Own Channel (BYOC) program Vonage enables enterprise developers to use Vonage AI studio to build Virtual Agent solution for self-service automations that also extend across both voice and digital channels. If they would like, they can also use Salesforce for their Agent Assist and Analytics needs.

As an added benefit, Vonage customers can also integrate Vonage Communications APIs to power pre-built programmable capabilities for voice, SMS, social and chat, directly into the contact center, providing users with a “singular view” designed to enhance efficiency by keeping agents and supervisors in a single Salesforce desktop to eliminate application switching and the need to toggle between screens.

A New Era of Enterprise Intelligence

The collaborations between SAP and Salesforce, respectively, bring together advanced network capabilities and GenAI. By combining the two, businesses can unlock new levels of innovation and efficiency. Whether it’s creating immersive customer experiences, optimizing supply chain operations, or improving employee productivity, the possibilities are numerous. Of course, as we pursue the possibilities, it’s important to remain mindful of consumer privacy and ensure that these technologies are developed and deployed in a responsible and user-centric manner.

Editor’s note: Dan Miller contributed to this post.

Categories: Intelligent Assistants