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Vonage adds Salesforce Shield Security in its contact centre
Fri, 6th Jan 2023

Vonage, a cloud communications provider helping businesses accelerate their digital transformation, has announced the availability of Salesforce Shield for Vonage Contact Center (VCC) and Vonage for Service Cloud Voice (SCV). This provides additional compliance with corporate and industry requirements and added security features for agents using Vonage Contact Center integrated with Salesforce, enhancing customer engagement while protecting customer privacy.

Salesforce Shield enables businesses to protect their most sensitive customer data with tools that enhance trust, transparency, and governance for agents while allowing them to access the correct information to create positive customer experiences. 

Both the Vonage Contact Center for Salesforce and Vonage for Service Cloud Voice solutions, which integrate all communications channels and plug into an organization's Salesforce instance, support Salesforce Shield encryption. This allows users to benefit from the security Salesforce Shield provides, alongside Vonage's cloud contact centre solution to help businesses perform better, connect easier and enhance engagement with their employees and customers. 

For example, a healthcare company can manage personally identifiable information (PII) and protected health information (PHI) for its patients without compromising the ability of customer service agents to search or run workflows and other essential functions using that data to ensure patients continue to receive the best medical care.

“With the addition of Salesforce Shield, Vonage is ensuring that organizations worldwide can better serve their customers while meeting compliance or governance requirements, all from a single, secure platform,” says Sanjay Macwan, Chief Executive Officer and Chief Information Security Officer at Vonage.

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 centre 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.

"With a long history of success in the contact centre space and a well-established relationship with Salesforce, it is not surprising that Vonage is one of the first providers to deliver Salesforce Shield to its customers, addressing the increasingly urgent need for additional privacy measures in the modern workplace," says Sheila McGee-Smith of McGee-Smith Analytics. 

"As more organizations embrace a work-from-anywhere business model, today’s contact centre has become more decentralized. Vonage Contact Center with Salesforce Shield enables a cloud-based contact centre that empowers agents to work remotely, with access to everything they need to meet customers’ needs while maintaining the integrity of their data."

"Offering our customers the benefits of Salesforce Shield is a testament to our longstanding collaboration with Salesforce and commitment to enabling our customers’ success. We expect this innovation to drive significant growth over the coming years, particularly with businesses in regulated industries,” adds Macwan.

Salesforce Shield uses full AES 256-bit encryption to protect the most sensitive data across all Salesforce apps. It is supplemented by bringing existing encryption keys and managing key lifecycles, protecting sensitive data from all Salesforce users, including admins, and meeting regulatory compliance mandates.